This archive report was first published on 10 December 2019.
With the rise of mobile and internet penetration in Kenya, online customer care services have become the norm. However, a recent incident involving Kenya Commercial Bank (KCB) has raised concerns about the security of customers' private information.
On December 10, 2019, a Twitter user shared a screenshot of their KCB account balance, exposing their financial information to the public. The tweet has since been deleted, but not before Kenyans took to social media to express their shock and concern.
While KCB's online customer care services have made it easier for customers to access their information, this incident highlights the risks of sharing sensitive data online. As more customers turn to online platforms for customer service, it is essential for banks to ensure that their systems are secure and protect customers' private information.
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