All your account withdrawals were in order, says Family Bank

Hello Yvonne,

Let me commend you for your good work.

I have read several cases that you have handled in the past and it appears that you get answers even in those that appear to have reached a dead end.

My problem has to do with Family Bank. I hold an account at its Sonalux House branch on Moi Avenue.

Sometime last year, I made deposits amounting to Sh120,000. I remember withdrawing Sh10,000 at its KTDA branch one Saturday.

Later, I withdrew Sh10,000, bringing the account balance to Sh100,000.

The next time I needed cash from that account, I made an over-the-counter transaction.

However, just before I withdrew the money, I realised that the account balance read Sh90,000. This was a strange record to me.

Fortunately, I always keep all my ATM withdrawal slips. I approached the bank’s customer service manager concerning the discrepancy.

Here, I got a printout of the account statement showing that I had withdrawn Sh5,000 twice.

If my memory serves me right, I did not make any such transactions.

The customer service manager sent me to the bank’s Harambee Avenue branch where, according to records, I made the withdrawals.

The follow-ups for answers have been futile. There seems to be no redress.

The way I see it, I have simply lost my case.

I have original copies of ATM slips showing the dates of the transactions should you need them.

Help me get to the bottom of this problem.

— Monica Njoki

Thank you, Njoki, for lodging this matter with us. We appreciate your kind words.

We got in touch with Family Bank and we thank the financial institution for responding promptly.

According to the lender, the bank does not seem to understand your complaint.

It is in this regard that the financial institution has been trying to reach you for more information.

However, it says that its quest has hit a brick wall.

That be as it may, the bank analysed your account with respect to each transaction and in its findings, it has noted that all the deductions in your account were in order.

Additionally, Family Bank went ahead to note that the Sh5,000 transactions in question were done at the Cargen House branch and that they were all in sync with its ATM roll — this allows the bank to confirm whether cash was dispensed.

Further, the bank noted that there has never been an over-the-counter withdrawal.

The financial institution, however, noted that it would be happy to go over the statement line-by-line with you so that you get an even better understanding.

It would also like to get more information from you to help it understand where the problem lies and, therefore, resolve it. We urge you to comply.

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My name is Emily Mugasia.

I bought Safaricom shares in 2008.

Unfortunately, I have never received any dividend from the telcom company.

My efforts to get in touch with Safaricom regarding my predicament have been unhelpful.

I now feel frustrated even as I contemplate offloading the shares.

Please assist me to get answers.

Hello Emily,

Thank you for seeking our intervention in this problem.

As you requested, we have been in communication with Safaricom about why you have not received dividend, yet you are its shareholder.

Safaricom noted that it has been in communication with you and has asked you to update your CDS account details with your agent — the National Bank of Kenya.

It also send you forms to fill and return with a copy of your ID card.

The documents will be forwarded to the registrar for action.

The company has also apologised for any inconvenience caused. For any further queries, feel free to consult us.