Piece by: FELIX KIPKEMOI

23 April 2024

• In the 58-second video, the woman can be heard demanding money while a security guard attempts to restrain her.

Family Bank has issued a response following the circulation of a video clip showing a woman shouting inside one of their retail branches.

In the 58-second video, the woman can be heard demanding money while a security guard attempts to restrain her.

"I want my money!" she shouts, as bank staff rush to manage the situation, and other customers observe in surprise.

In an official statement, the Bank acknowledged the incident and assured that they are actively working to resolve the matter.

"We are aware of a video recording circulating on social media regarding a customer in one of our branches," said Nancy Njau, the Bank's managing director and CEO.

Njau confirmed that they have reached out to the customer involved to address the issue directly.

While not disclosing specific details of the incident, Njau expressed regret for any distress caused to the customer, emphasizing that Family Bank adheres to all regulatory procedures.

"We understand the frustration this process of resolution may have caused the customer. Family Bank follows all laid down procedures as regulated," she affirmed.

The CEO took the opportunity to reassure customers of the bank's continued commitment to excellence, stating that customer service remains their top priority.

"Please be assured that we are handling this matter with the utmost discretion and urgency," she concluded.