Kenyans have expressed frustration over slow service at the Kenya Commercial Bank (KCB) Jogoo Road branch.
The customers stated that a single cashier is handling more than 10 clients at a time, leading to long queues, and described the service as poor.
They argued that this makes banking inefficient and stressful, and called on the bank to improve staffing and service at the branch.
In response to the complaints, KCB acknowledged the issue and noted that investigations were underway to determine the cause of the delay.
“Thank you for bringing this to our attention. We are looking into this. Please check DM and revert,” read part of KCB’s bank.
Kenyans React to KCB Few Teller Issue
The frustrations over slow service at the Jogoo Road branch sparked widespread reactions on social media.
Many Kenyans highlighted long queues and insufficient staffing as recurring issues across multiple KCB branches.
The customers reported that extended waiting times are common even at major branches like Westlands Sarit, adding that at several branches, only one teller is available, while managers are often disengaged from assisting customers.
“Same case na Westlands Sarit, unakaa kwa line for hours na ni customer service.” Said Toniu Njahu.
“Ni branch zote .. Muranga ata Mjae kwa hall, teller ni mmoja na manager ako apo akisoma gazeti,” said Junior David.
Also Read: Fuel Shortages Hit Petrol Stations as Kenyan Banks Make Key Appointments
Despite the growing concerns about a few bank tellers at the bank, the biggest branch is currently operating with 34 counters.
It is also now considered a working model for other banks in Africa, with over 2,000 customers visiting every day.
According to KCB, customer experience at the branch, Queue Management System, and Digital Signage are now managed through a centralized web-based application that also provides a full range of real-time and historical reports.
This includes Performance of the branch and its tellers, waiting and service times, and unsatisfied customers, among others.
How to Open a KCB Bank Account
KCB account opening can be done instantly via the App, USSD code *522#, or by visiting any branch in Kenya.
For a successful process, one should provide a valid National Identification Card or Passport, Kenya Revenue Authority (KRA) PIN, and a mobile-based M-Benki account
Additionally, other options may include the following:
- Opening balance – Kes 1000
- Monthly charge – Ksh 300
- Zero minimum balance
Also Read: Dividend Payouts Declared by Equity Group and Other Kenyan Banks After Huge Profits [LIST]
- Visa Debit Card at a one-off fee of Kes 430
- Cheque books at KCB branches at Kes 8 per leaf
- ATM withdrawals – Kes 30
- Over-the-counter withdrawal – Kes 200 (daily amounts above Kes 1M charged at Kes 5,000).
- Local currency Banker’s Cheque – Kes 200
