Family Bank has responded to a video clip showing a woman shouting inside one of its retail branches. The 58-second footage captures the woman demanding money while a security guard attempts to calm her down.
In a statement, Family Bank acknowledged the incident and assured that they are working to resolve the matter. Nancy Njau, the Bank’s managing director and CEO, stated, “We are aware of a video recording circulating on social media regarding a customer in one of our branches.”
Njau further mentioned that they have engaged the customer to address the issue, without disclosing specific details. She expressed regret over any distress caused to the customer and emphasized that the Bank follows all regulated procedures.
“We appreciate the grievance this process of resolution may have caused the customer. Family Bank follows all laid down procedures as regulated,” Njau said.
She reassured customers that Family Bank remains committed to excellence and prioritizes customer service. “Rest assured we are handling this matter with the discretion and urgency it deserves,” Njau added.
