Family Bank Issues Statement after Customer Was Caught on Video Screaming at Branch

 

Family Bank has issued a statement in response to a woman who was caught on camera screaming and disrupting operations at one of the bank's branches. A picture of a crying woman (r) is used for illustration purposes. Family Bank CEO Nancy Njau (l) signed a statement responding to a video of a woman screaming.  The woman could be heard in the video screaming while the customers and staff members exited the banking hall.  "I want my money," she shouted repeatedly. Family Bank responds to video In response to the video, the bank issued a statement to clarify the video that was circulating on social media. The bank acknowledged the existence of the video in a statement dated April 22, 2024, and assured the public that the matter was being addressed. According to Family Bank, engagements have been initiated with the customer, and efforts are underway to resolve the issue. "We are aware of a video recording circulating on social media regarding a customer in one of our branches. We have had engagements with the customer and the matter is under resolution." said the bank in a statement signed by CEO Nancy Njau. Expressing understanding for any distress caused by the incident, Family Bank emphasised its adherence to established procedures and regulatory standards in handling customer concerns. "We appreciate the grievance this process of resolution may have caused the customer. Family Bank follows all laid down procedures as regulated. We remain committed to excellence and customer service is our number one priority. Rest Assured, we are handling this matter with the discretion and urgency it deserves," the statement read in part. How scenes unfolded in the video Earlier, TUKO.co.ke explained that, at first, screams were heard from the back offices. Then enters a scene of a private security officer firmly holding the screaming woman's hands from behind. A uniformed police officer is seen escorting the private security officer and the apprehended woman to the main banking hall. The woman, whose screaming sound increases with the persistent apprehension, tries in vain to free herself as she is being dragged across the banking hall, where other bank employees and clients are staring in confusion. 

by  Elijah Ntongai