Chase Bank customers hit in two-day ICT outage


Customers at a Chase Bank branch. FILE PHOTO | NMG

A two-day ICT system outage has left hundreds of troubled Chase Bank customers unable to access some key services from the medium-sized lender, including mobile money transfer services and debit card transactions.

The system downtime which started on Sunday evening following the transitioning of Chase Bank’s banking platform to Mauritian lender SBM Holdings new platform persisted yesterday leaving hundreds of customers stranded.

The bank’s over-the-counter services such as cash deposits and withdrawals, cheque deposits, issuance of check books and electronic transfer services were however uninterrupted by the technical hitch.

SBM Bank Kenya acting chief executive Jotham Mutoka admitted the system outage had affected some of the bank’s services, but declined to commit on when customers will start getting steady services.

“We are experiencing system downtime --but I may not be able to engage you further on the matter because I’m not the right person to comment,” said Mr Mutoka on Monday.

Despite assurances by the bank that things will be back to normal on Monday evening, a random check established that a majority of Chase Bank customers could not withdraw their funds from the bank into their mobile money wallets.

They could not also make any purchase using their debit cards.

On Tuesday, many customers said the system downtime had greatly affected their daily operations and demanded for a speedy resolution of the ICT hitch.

READ: Mauritian bank SBM formally takes over Chase Bank

Some distraught Chase Bank customers also took to social medial platforms to vent their frustrations.

“Am wondering whether your systems are made in Korogocho or Kibera. It's barely 10 days after your Mfukoni services resumed. When will your customers get steady services? Do you care about those people far from ATMs and banking halls?” pose ed Francis Muhia on Facebook.

Another Facebook user Githinji Kiarie said: “Hi, I tried to withdraw from your ATM but the system was down, I then withdrew over the counter and I was charged 220.kindly reverse.”

Chase Bank collapsed in 2016 with deposits of more than Sh100 billion, part of which was returned to small depositors while it was under the care of the CBK.

Mauritius based lender SBM formally took over Chase Bank mid-April this year upon conclusion of a sale deal.