A client of I&M Bank woke up to find KSh 180,700 gone from their account and sent straight to an Airtel number, 254100057823.
The transfer happened without their knowledge or consent. They use biometric authentication for banking and insist they never approved the move.
The money left quietly, and they only learned about it after it was already gone. Now they are demanding clear answers from the bank on how the transaction was started, what authentication was used, which device or channel processed it, and whether any security alert was triggered.
This case has put I&M Bank’s security systems under hard scrutiny. Customers expect banks to protect their savings with strong checks that stop unusual transfers before they complete. When a large sum can leave an account linked to biometrics and reach a mobile number unchecked, questions about the strength of those systems become unavoidable.
The client has reported the matter to both the bank and the police, but the pressure remains on I&M to produce the full transaction trail and show exactly what went wrong.
The incident fits into a wider pattern of customer frustration with the bank’s digital channels. Many people have complained about repeated disruptions on the OTG mobile banking platform, delayed responses from customer care, and slow action when problems arise. In the past, the bank has also faced internal fraud cases, including a Kisii branch incident where staff schemes led to losses of over Sh27 million through cash manipulation.
Separate public complaints have involved sudden account freezes and difficulties recovering funds. While each case has its own details, together they feed a growing sense that security and service gaps exist.
Kenya’s payment rules place clear duties on banks when unauthorised transfers occur. Customers who keep their details private and report problems quickly have grounds to expect recovery or clear explanation.
Yet the process often leaves ordinary people waiting while their money sits elsewhere. Mobile-linked fraud remains common across the country, with SIM-related schemes frequently used to drain accounts.
Banks that promote digital convenience must match that push with reliable protection.
I&M Bank has grown its customer base and profits in recent years through digital expansion. That growth means more people rely on its systems every day. When one client loses hard-earned savings this way, the bank cannot treat it as a minor glitch.
It needs to show transparent records, tighten its controls, and prove that similar transfers will not slip through again.
