Family Bank has issued a statement following a viral video which has been circulating online showing a woman screaming and causing commotion in one of their branches.
In a statement issued by Family Bank Executive Officer Nancy Njau, the bank indicated that it had engaged the aggrieved customer.
Njau noted that the Family Bank had agreed to resolve the issue raised by the woman in the viral video.
In the video, the female customer was recorded screaming while demanding money. Security guards were also recorded trying to calm her down.
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Reports allege the bank was forced to close down the branch to avoid causing further commotion and disrupting transactions.
"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," Njau stated.
At the same time, the financial institution noted that it is committed to addressing grievances raised without resulting in confrontations as witnessed on Monday, April 22.
"We appreciate the grievance this process of resolution may have caused the customer. Family Bank follows all laid down procedures as regulated," the statement read in part.
"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," it added.
However, Family Bank did not immediately reveal what triggered the customer to storm their branch.
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