One of Kenya's biggest banks is facing fresh criticism after a customer accused Stanbic Bank Kenya of failing to respond to repeated requests for help, saying months of silence have pushed them to abandon the bank altogether.

The customer, who says they currently live outside Kenya, claims their experience with the Garden City Branch has been marked by unanswered emails, ignored messages and unresolved account issues.

According to the complainant, the problem was never a single delayed transaction. The problem, they say, was being left completely in the dark.

"I was never told whether anyone was working on my issue. No update. No progress report. Nothing," the customer says.

The customer holds two accounts with Stanbic Bank and says they expected a higher standard of service from one of the country's leading financial institutions. Instead, they claim every attempt to get assistance was met with silence.

The complaint comes at a time when customer experience has become one of the biggest factors influencing where Kenyans choose to bank. Customers may accept delays when systems fail. What many struggle to accept is a complete lack of communication when their money is involved.

For customers living abroad, access to responsive banking support is even more critical. Many depend on online banking and email communication to manage investments, support family members and complete financial transactions back home. When communication breaks down, customers can be left stranded.

The complaint now places the spotlight on the leadership of Stanbic Bank Kenya, where Abraham Ongenge serves as the Acting Chief Executive Officer and Dr. Joshua Oigara serves as the Chief Executive Officer of Stanbic Holdings Plc and the Standard Bank Group Regional Chief Executive for East Africa.

Customer service standards ultimately fall under the bank's senior leadership and board, chaired by Joseph L. O. Muganda.

The matter may also attract attention at the group's parent company, Standard Bank Group, whose Chief Executive Officer is Sim Tshabalala. As the parent institution, Standard Bank Group sets group-wide customer service, governance and risk standards across its African operations.

The customer says they have already made their decision.

"When I return to Kenya, I will change banks. I want a bank that answers customers, communicates and gives updates instead of leaving people wondering whether anyone is handling their issue."

The complaint reads:

Frustration with Stanbic Bank's customer service, especially at the Garden City Branch, has prompted my decision to switch banks when I return to Kenya.

Repeated attempts to get support for account issues went unanswered. Messages to the branch received no response. Emails failed to resolve the problems and nobody acknowledged whether my concerns were being worked on.

I have two accounts with the bank, yet I have been left feeling ignored.

On several occasions, I sent money and later needed assistance with transactions, but the branch did not indicate whether they were handling the issues or provide any updates.

The silence from customer care has caused unnecessary anxiety and inconvenience.

When I return to Kenya, I will change banks.