KCB Bank is facing growing customer complaints over its KCB M-PESA service after users reported disruptions, failed transactions and difficulties accessing their money, raising fresh questions about the reliability of the mobile banking platform.
On Monday, October 26, 2026, concerns intensified after customer Otieno Akinyi complained that KSh30,000 had disappeared from her KCB M-PESA account amid the ongoing service disruption.
“Kenyans, amkeni! KCB M-PESA is reporting a technical issue, and people’s money is missing! My KSh30,000 has disappeared from my KCB M-PESA account,” Akinyi wrote.
She questioned why customers could save money through the platform only to experience difficulties accessing it when needed.
“When you save your hard-earned money, you expect it to be safe and accessible when you need it most. How can someone wake up and find their money missing from their account?” she asked.
Her complaint adds to concerns surrounding previous KCB M-PESA outages, which have left customers frustrated over their ability to access mobile financial services.
KCB faces questions over missing funds
Akinyi called on KCB M-PESA to explain when the reported funds would be restored and how long affected customers should wait for answers.
“KCB M-PESA, I need answers! When will my money be restored? How long am I supposed to wait? Please give me clear answers and resolve this issue urgently,” she stated.
KCB Bank leadership
The complaint comes after KCB announced that its mobile banking service was temporarily unavailable during scheduled maintenance over the weekend. The bank said its technical team was working to restore normal operations.
Other KCB customer disputes have also drawn public attention, placing customer communication and the handling of financial transactions under scrutiny.
KCB has previously faced questions over a disputed international payment and concerns involving customer transactions.
The bank’s response to the latest complaints will be important in clarifying the status of affected funds and restoring customer confidence.
Customers demand answers
Akinyi urged other KCB M-PESA users to check their balances and share their experiences.
The reported KSh30,000 loss has not been independently verified, and it remains unclear whether the money was permanently lost, temporarily inaccessible or affected by an incomplete transaction.
Apart from money going missing, KCB Bank has also been at the spotlight over its working environment moreso following the death of its Data boss Rosemary Koech in August who died out of depression.
The latest disruption adds to questions about the reliability of digital financial services used by Kenyans to save, borrow and transfer money.
Customers are now seeking clear explanations, confirmation of their account balances and timely restoration of any funds affected by failed transactions.
