Barclays Bank of Kenya vs. Family Bank, who is fooling me?


There is something always intriguing about banking transactions; there are times when the banks communicate very efficiently, especially when the customer is suspected of fraud.

But what happens when the bank suspects the other bank of less than transparent activities? They don’t care, its none of their business; its between you and you bank. Period!

Sample this; last year, I got a Barclaycard, which is has helped me in some of those travels at the same time, I gave instructions of direct debit from my account at Family Bank.

Family bank received instructions of the direct debit and on five random occasions, about shs. 9,500 has left my account to pay my card.

One problem; the money has never been received on the side of Barclays, card section or otherwise. When I ask Family Bank, the manager says that the money left my account and was transfered to Barclays bank pursuant to the direct debit instructions.

I raised the issue with Family Bank Sonalux branch manager, Arthur Washe and he was adamant that the money went to Barclays though he could not provide the evidence. I tried to ask for the account and branch the money was transfered to but to no avail.

To be honest, I feel the manager has treated me so unfairly that I resolved to close that account come the new year. I had opened that account because the previous manager, Francesca, was my friend and I was tempted to ask for her help in determining where the money actually was transfered to; but Washe should give this info.

I raised the issues with Barclaycard and after supplying statements and explaining the issues to five different customer care agents, nothing doing. Barclays even ditched email and wrote a letter explaining that the direct debit was not activated.

Again, my question is; if the two banks have a problems tracing where the money is, why will they not talk to each other? Isn’t it easier that way? I thought so, it would have made my work easier.

I wrote so many emails that Cynthia Kweya, a customer care rep at Barclays, decided to shove me from one agent to another and I have to explain over and over again and that is part of the reason I decided to write this post, at least I dont have to explain over and over again.

To any proper reasoning person, there should be no question, Family bank owes me the duty of care over my money and should explain where every cent was transfered to and which branch. That is what even the lawyers will tell you.

Just to understand how it goes, I spoke to a friend of mine from the anti banking fraud unit, who told me that an employee at Family bank could have transfered the money to a “suspense” account and from there the money can move anywhere.

That could be a fact supported by Barclays when they say that the money leaving my account was a fixed amount, and the card amount varies from month to month, which is true.

In short, Barclays was trying to tell me something fishy is going on at my bank. But they could not say it in so many words; just suggestions that I go back to my manager and try sort it out.

But when I emailed Arthur, the bank manager and introduced the fraudulent angle, he decided to ignore my emails. I agree that am a small customer who shs. 45,000 means a lot and therefore the manager may feel am wasting time.

So, am at a loss on what to do but I will ask my lawyer to do a demand letter and hopefully the manager will take his time and tell me where my money is.

Its so frustrating and I believe banking should not be frustrating and when it is, its a sign that its time to move on, but its not before I get my money. Where I come from there is one rule; thou shalt not leave your money, even the coins. Period.



  1. Sweetheart,
    Would you stop’ winning’ in this web page about what happened, and immediately file a ‘juicy one’ in the Industrial Court against both crooks – selfish, overambitious, and proud banks causing you this kind of emotional distress.Give them a run for their money to settle this score – least of all, a lemon for your mind. You stand a chance of winning up to Kshs 5,000, 000 not in lottery BUT in compensation if you hire a competent noise maker – to prove how distressed you are to deserving a figure of least 50 M so that when the crooks appeal the Judge will show leniency and reduce the figure by some substantial percentage.

    Sue Barclays for tossing you up and down wasting your damn time and money and not telling you the truth about an ongoing scam involving the two banks unless you experienced a similar problem dealing with other banks say StanChart, or KCB vs Family Bank in similar anectodes – then you can’t prove Barclays guilty

    Two; Family Bank for causing you emotional distress and not availing your hard earned 1,2,3 ….45,000 Kshs.

    It is not the amount in question that matters, but the relationship between a (bank-bank-bank-client) that is bound by law.

    Please try proving the following in terms of cash;
    Emotional distress
    Economic loss
    Broken trust with clients and friends
    How many deals you lost as result etc

    I wish you all the best dear, and vote for ME in 2012 so that we teach such guys a lesson……eh my foot

  2. I lost cash the same way when sending standing orders from equity account to family bank. it was 7800 per month and it was never received the other end for 6 full months!!!!! I pursued them till i achanad with them so i think they are carrying out a fraud

  3. There seems to be an issue with direct debits in our banking system. In our copany we had drama transferring salaries via direct debits from CFC Westgate to Equity westlands. CFC would pull out printouts showing cash left their end; Equity would be busy claiming CFC is fooling us. Then they would introduce a million and one jargon like clearing house delays, etc. its just disgusting and worse when you lack the financial muscle to push for a few thousands when the bank is concentrating on the ‘fat’ transactions!

  4. Has anyone experienced an absurd case of receiving cash over the counter, and then rudely accosted by staff before exiting, only to be told the money was issued in error, while you are sure it was your money and can prove it. Such is what am undergoing at Barclays at the moment. Imagine the embarassment and humiliation as staff demand for your cash.

  5. Lol, sounds like we are sailing in the same boat with Jackie. Mine wont got to the drain, i am poised to give it a good shot in the corridors of justice.

  6. I had a nasty experience at Barclays, I had authorised a standing order which was to last 5 months but apparently Barlcays left it open ended meaning it was gonna go on until kingdom come. Luckily I realised before it went haywire though it had gone over with 2 months.
    When I realised what was going on the staff at BBK told me to go to the other party whom they had overpaid from my account and seek a refund, can you believe it?
    I had to involve a lawyer to sort things out, thank God I got my money back, one thing I can say for sure is that customer care is lacking in our banks, SERIOUS!!!!

  7. Am really sorry about what happened to you. These day when I hear of anything at sonalux house, I run. But my case was very different, I was conned while looking for a job. Read about it [url=”http://THE URL TO YOUR LINK”]Here[/url]

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  10. A Kenyan man by the names Stephen Kariuki Mwaura of ID 26392177 who has a fake vehicle dealership company called ZAMMER INVESTMENT is on a rampage conning innocent Kenyans. He opened a business privelege account on KCB and he used it to cone someone 415k AT MOMBASA KENCOT CFS. He may be having other business privelege accounts. PLEASE BE WARNED. DO NOT TRANSACT ANYTHING WITH THE PERSON. Attached is his advert as it appeared on OLX Kenya. He comes from either Naivasha, Limuru, Githunguri, or Nanyuki regions of Kenya.

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