NCBA Customer Says She Is Closing Account After Ten Years Over Poor Service In Viral Post

A customer of NCBA Bank Kenya has publicly announced that she is closing her account after ten years, citing poor service and asking Kenyans to recommend alternative banks.

The customer, who posts on X as KingstonGirl🇨🇦🇰🇪 , said she had been with the bank for a decade but had decided to leave.

“After ten years I’m finally closing my @NCBABankKenya account,” she wrote.

She said her experience with the lender had been better when it operated as CBA, before the merger that created NCBA.

“Had a great run when it was CBA, they currently have horrible services,” she added.

She then asked other users to suggest banks she could move to.

The post, published on June 23, 2026, had attracted 19,400 views, 25 replies, 14 reposts, 193 likes and 30 bookmarks at the time the screenshot was captured.

The complaint comes as NCBA continues to face public attention over matters linked to customer service, past tax waiver disputes and complaints around its asset finance business.

NCBA was formed in 2019 following the merger of NIC Group and Commercial Bank of Africa.

The merger later became the subject of tax related disputes, including questions around capital gains tax and stamp duty exemptions granted during the transaction through influence by the Kenyatta family, the biggest owners.

The Kenya Revenue Authority previously moved to recover tax linked to the merger after the National Treasury reviewed one of the exemptions.

In a separate matter, the High Court declined to stop enforcement of a ruling that allowed KRA to pursue stamp duty connected to the NIC and CBA merger.

NCBA has also faced complaints from customers in its asset finance business, particularly around vehicle loans, repossession, resale of recovered units, recovery charges and outstanding balances after financed vehicles are sold.

Asset finance has been one of the bank’s major business lines, with vehicle financing forming a key part of its lending operations.

Customer complaints around repossession usually focus on notices issued before recovery, valuation of vehicles, auction or resale prices, loan balances after sale and charges added during the recovery process.

The latest complaint by the customer did not refer to the tax disputes or asset finance complaints.

Her post focused on service experience and her decision to close her account after ten years.

The post has since added to public discussion around the bank’s customer service and reputation, especially among customers comparing the old CBA experience with NCBA’s current operations.