Several NCBA customers this week were unable to access the Bank’s online portal and worse still, could not get customer service on phone.
This comes three weeks after NCBA embarked on a system integration aimed at offering an integrated experience across all their banking platforms.
Seemingly, the process failed affecting the existing bank system and thousands of customers who flocked social media to complain about the disservice.
Responding to one of the customers, the Bank CEO John Gachora found himself using vulgar language to blame it on technology.
“I never thought I would say this, but Technology is a bitch! It has dictated our customer service this week. But the people you have believed in are there and @NCBABankKenya will deliver once this technology problem is resolved. Wish I did not have to say that,” wrote Gachora on Twitter.
In a statement on Wednesday, NCBA acknowledged that the intergration had affected the bank’s system, leading to the disservice.
“The system integration has led to intermittent service in some of our channels. This has been inconveniencing and in some cases painful to you. We regret the inconvenience and assure you that we are working to resolve the technology issues quickly,” said NCBA in a statement on Wednesday.
Several customers of the bank have complained to losing a lot of money during the hitch, something Business Times could not independently authenticate.
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