We need an NCBA Loop alternative, we need it now. Loop has become a mess, a complete mess.
CBA launched this product back in March 2017. It was a good product, the first of its kind. With Loop, the bank was trying to reach out to young people. The app included all the services any young consumer like me would want including a personal financial management tool which I have been using for some time now.
With Loop, CBA managed to capture a big chunk of young people aged between 20 and 34 years who constitute around 70% of the Kenyan population.
CBA at the launch of Loop called it a truly digital bank. It noted that this was the culmination of the bank’s tech-driven ventures which of course started with the launch of mobile payments through Safaricom’s M-Pesa in 2006 and its own M-Shwari six years later.
‘’The launch of Loop marks the transition to CBA 2.0 that seeks to embrace the future.’’
“The future starts today, right here,” it said.
Well, looks like this future died with the new CBA and NIC merger that was announced in January 2019 and Loop needs to fix this.
From OTP issues to system delays to some users even reporting being unable to transact, things just keep getting worse. A user even once reported not being able to access their funds for an entire week, a whole week. How frustrating can that be?
I have been seeing guys complaining about @NCBALoop every other day and thought I shouldn't be bothered by such..up until I am now affected. 1 week now..I can't access my monies. That's it ..I am now done.
— Will.I.Æm 12?? (@Namuks) July 29, 2020
At some point, some payments I was making for a service online could not even be processed.
Below are some customer complaints I gathered online:
@NCBALoop how are we supposed to transact without OTP codes which you made mandatory but your system delays in sending??????
— kayjeiem™ (@kayjeiem) July 29, 2020
@NCBALoop its been 2months 7days with me not being able to transact with the application and reported to you severally. I have tried to get intouch with you for assistance but all in vain and the issue is yet to be resolved till today.
I am not able to get OTP.
— Michael _Wanjohi (@wanjohi_Mr) July 29, 2020
@NCBALoop I am not able to transact via the App since I am not receiving an OTP. Kindly fix.
— OJ John Oballa (@oballajohn) July 30, 2020
Nearly got into that NCBA Loop then I saw the complaints
— Charlie wa Mtaa (@Mangua_) July 30, 2020
As @Mangua_ said in a tweet, ’’When customers continuously complain about a service channel esp if you are an SP and the complaints are directly linked to how your customers interact with you and nothing happens iko shida hapo..’’
To respond to these complaints Loop recently issued a statement saying they were working urgently to resolve these customer concerns.
‘’We’re working urgently to address all of the individual issues raised while also addressing the root causes’’ the statement read.
‘’We know that this isn’t everything and it won’t happen overnight but we’re committed to delivering an experience that makes all customers proud to be NCBA customers’’
These kind of tweets are becoming very many. Too common. Surely @NCBALoop you had us all. All. This was your chance. You've blown it. We haven't deactivated our accounts, yet. You can still save this boat if you want to. @DrKanyuira https://t.co/2O365xLLnZ
— permanent irrefutable public user (@echenze) July 17, 2020
Dear NCBA Loop, these complaints from your customers are becoming too much. Can you please do something about it.