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Customer’s Funds Disappear After Botched NCBA—M-PESA Transaction

CAPTION: Social media influencer “Miss Mati” alias Kasungwa, who lost money after a bungled NCBA Bank transaction

A disgruntled customer is in search of answers after she mysteriously lost cash during a botched transaction facilitated by one of the top banks in the city.

Taking her frustrations to social media, the lady identified as “Kasungwa” revealed how a simple mobile money transfer from NCBA Bank Kenya to M-Pesa turned into an excruciating process that has now dragged on for over 24 hours.

According to Kasungwa, she initiated a successful mobile transfer from her NCBA account on Monday 29 November 2021, but to her surprise, the money did not reach her M-Pesa account.

In a bid to solve the puzzle, she reached out to the bank’s customer care department who insisted that the transaction had been successful on their side.

On checking her account balance, she confirmed that the figure had been deducted.

This prompted her to reach out to Safaricom hoping to find out why the cash was not reflected in her M-Pesa account.

Things got even more twisted here.

The company claimed that the code she had received from NCBA Bank for the transaction was old void.

“Jana I did a mobile transfer, it didnt go through but the money was debited from my account. According to NCBA the transaction was successful. The transaction ID according to Safaricom is an old one dated 25/8/2021. Where is my money?” she wrote.

Armed with this fresh information, she returned to the bank expecting an explanation.

This time around, an attendant at NCBA claimed that the mobile number linked to her bank account matched another identical number but from a different service provider.

In simpler terms, her Safaricom line somehow shared the exact same unique digits as a different Airtel line owned by someone else.

“I visited one of your branches, the guy says my safaricom line its tied to Airtel, he called it “porting “, she narrated.

The attendant went on to insinuate that the funds which failed to reflect on her Safaricom sim card might have ended up wrongly deposited to the Airtel line.

“[He told me] that the same number could be belonging to 2 different Provider and that the transaction went to the same number but tied to Airtel and upto now sielewi what that meant,” she wrote in distress.


Kasungwa’s Twitter thread quickly garnered traction as netizens flocked under the posts in bewilderment.

Just like her, they simply couldn’t make sense of the whole fiasco.

Some quickly settled on the conclusion that the lady had been a victim of broad daylight robbery and advised her to seek intervention from higher power within the banking industry.

Another one confessed to having faced a similar issue when using NCBA Bank’s services.

In his case, he explained that the funds were refined after up to three weeks.

She was also advised to demand account statements from both Safaricom and NCBA Bank to help her figure out who between the two firms is taking her for a ride.


The NCBA to M-Pesa service is one of the bank’s most popular services.

It allows customers to withdraw money from their NCBA bank accounts straight to their Mpesa wallets.

This is made possible through the NCBA mobile banking app or uses the NCBA loop pay bill number to transfer money to other bank accounts.

As of the publishing of this post, the bank was yet to comment on the matter.


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