Family Bank has responded after a video clip of a woman shouting inside one of its retail branches emerged.
In the 58-second footage, the woman is heard shouting and demanding money while a security guard tightly grips her hands.
“I want my money,” the woman shouts even as the bank’s customer service agents are seen rushing to calm her down.
The customers who were caught unawares inside the banking hall are seen watching in disbelief.
In a statement, the Bank acknowledged the incident noting it was working to resolve the matter.
“We are aware of a video recording circulating on social media regarding a customer in one of our branches,” the statement from Nancy Njau, the Bank’s managing director and CEO reads.
Njau has further stated that they have since engaged the particular customer in a bid to address the issue.
Without revealing the details of the issue, Njau regretted the suffering that the grievance has caused the customer while noting that as a Bank they stick to all the laid down procedures as regulated.
“We appreciate the grievance this process of resolution may have caused the customer. Family Bank follows all laid down procedures as regulated,” she stated.
The CEO also used the opportunity to assure its customers that it remains committed to excellence and that “customer service is our number one priority”.
“Rest assured we are handling this matter with the discretion and urgency it deserves,” she added.