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KCB suffers major service downtime on banking systems
26th October, 2025 06:44 PM
Kenya Commercial Bank (KCB) customers were left stranded on Sunday, October 26, 2025, after the lender’s digital banking services went offline, disrupting access to key platforms, including ATMs, mobile banking, internet banking, and card transactions.
In a statement shared on its official X on Sunday, October 26, 2025, KCB acknowledged the outage, assuring customers that its technical teams were working to restore normal services.
“Dear Customer, our services on KCB ATMs, Cards, Internet Banking, Mobile Banking on App, and USSD are currently unavailable. We are working towards having the services restored. We apologise for the inconvenience caused,” the bank said in its post.
The disruption affected a wide range of services, including access to funds, mobile transfers, and online payments, sparking frustration among users who took to social media to express their dissatisfaction.
Many customers complained that they were unable to make critical transactions, especially on a weekend when physical branches remain closed.
KCB bank, in its X statement, did not disclose the cause of the outage, fueling speculation among customers about the extent of the technical glitch.
However, maintained that restoration efforts are ongoing and urged patience as it works to resolve the problem.
“We understand the inconvenience this may have caused and appreciate your patience as we work to restore normal service,” the statement added.
Customer’s outcry
The downtime comes at a time when financial institutions in Kenya are increasingly relying on digital channels to serve millions of customers. Outages of this nature often disrupt businesses and personal transactions, especially for users who depend heavily on mobile and online banking.
KCB, one of the region’s largest banks, has invested heavily in digital transformation in recent years, with its mobile and online platforms serving millions of users daily. The current service interruption highlights the vulnerability of digital banking systems and the impact such disruptions can have on customers’ trust and convenience.
While the bank’s apology offered some reassurance, many users online urged KCB to enhance system reliability and provide timely updates whenever such disruptions occur.
