KCB Bank app missing from app store for over 3 weeks, inconveniencing customers

Almost 4 years since it went live in 2015, the KCB Bank app has been taken off the store, inconveniencing hundreds of thousands of account holders who had become reliant on the mobile app for their various financial transactions.

According to a number of KCB account holders, customers are currently unable to access the bank app on Android play store for downloads. Those who have the app already installed have also been unable to transact.

The bank’s customers have taken to social media to complain about the issue, stating that for the past three weeks, they have been unable to withdraw, transfer to MPESA or access account their statements once open the app.

This has left account holders with no other option apart from physically going to the bank branches, agent outlets or using the USSD option for various banking transactions.

According to the bank however, the app which has recorded over 200,000 downloads, is undergoing an upgrade though it is currently unclear what sort of updates, if any, the app is undergoing.

In mid 2016, KCB refreshed the mobile banking app to enhance its capabilities and guarantee tighter security features.

From the KCB Bank app, customers are able to perform various transactions including paying for utilities, transferring funds across accounts and banks and making e-commerce transactions among other capabilities. The app also enables users to make money transfers through KCB Mpesa, SWIFT EFT and RTGS as well as pay school fees to over 2,000 schools across Kenya through the ‘Lipa Karo’ feature.

The mobile app, accessible to the bank’s customers from Kenya and Rwanda, also has solid encryption meant to safeguard and protect customers’ details (identity and financial information) and requires a password before any transaction can be made. Customers can also use the app to block a stolen or lost debit or credit card.

The app also features the latest news, a budget tracker and a currency converter for customers and non-customers alike and enables customers to access e-commerce platforms that allow them to pay for goods and services from partners such as Jambojet and Jumia

From the app, customers are able to conveniently access affordable loans (Mobiloan) through their mobile phones and has also embedded the KCB MPESA feature, allowing customers to activate their accounts, save and borrow through the platform.

Launched in Kenya in April 2015, the KCB app which is compatible with Android, iOS, Blackberry and Windows devices, has a GPS locater through which customers can locate the nearest branch, ATM and KCB Mtaani agents. And from every transaction done through the app, customers earn Simba Points which are redeemable for goods and services at specific outlets.

According to the bank’s last statistics, customers moved about Kshs 1 billion monthly and at least 20,000 transactions daily through the app.


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