PesaPap,Family Bank

Poor customer service, getting a loan limit on this app is not easy, I can guarantee that. I have had the app installed for close to 2 years now and only managed to get a loan of 1500 from them once, when I installed it, after that. I pretty much never qualifed for any other loan. There are a lot of changes on doing anything on the app, except checking loan limit and transaction charges are very high. Even making a savings on the app require you to pay for the service

It's really bad that I have to visit the bank just because I updated my phone software, that's unrealistic. I don't understand why I have to be charged everytime I check my balance. You need to have a balance pop up like Equity bank mobile app. The application needs to be revised and updated. It's so hard to manoeuvre around it and it has so many unnecessary pages. Make an all access tab for easier use.

I think Family Bank should move out of mobile banking for a while until they have gotten it right. Everyday, there is always something (maintenance,service not available,...) I have had multiple instances where I was not able to access my money when I needed to. This is really destroying customer experience and going against the purpose for mobile banking which is reliability and access money anywhere.

This is the worst mobile banking app I have ever met. Errors and inconveniences every time and a really poor user interface. I have to navigate deep to get services and again the services aren't available. Wait, I forgot to mention the highest transaction fees. You almost charged me for login in. You have to do away with this and build a whole new app that fits to be called a banking app.

This app is okay but needs improvement for it to ease banking. I cannot access a salary advance unless I visit the branch,yet the app clearly indicates the salary advance option. Again one must have data bundles to operate it! Meaning that you may not access your money even in case of emergency if you don't have data bundles

Terrible experience. First, you have to use bundles, if you have a twinsim, the app won't work if the data is not from the phone you registered with. Then after access the app keeps saying unable to check status, the customer care seems to have no one in IT, some guys saying things they don't seem to understand. Please improve

When I changed my phone they requested I had to call customer care to be able to access the app....It was a bit inconvenient but I know my account is safe. The app is so user friendly and if you forget to log out they do it for you. Kudos to the developers for such an amazing app

This app is just terrible, first, reseting pin requires you to go to the bank, the customer care at your Imperial Express branch isn't helpful either, transaction fees are extremely high, you're even charged to check your account balance, the app is buggy, freezes and stops all the time, mostly loging in is next to impossible. Mobile banking should be convenient, this app is the complete opposite. I'm uninstalling it and swtching banks! The services here are very POOR!

Great app and very convenient. Why was wallet option eliminated from the last two updates and also option to read your full a/c no. or how do one check in this new app? Waiting for the scan & pay option. Also paybill could have been included also. The blue app icon was much cool.

I hate that everytime I update my software I have to visit the bank for activation. Due to the prevailing Covid-19 pandemic, you can work around the app to revise that. Meanwhile tailor the error message to match the exact cause of the problem. It raises false alarm when the error message is that you have changed your device when its software related.Someone might think someone else logged in using a different handset.You don't want your customers to experience that. I'm happy.My rating is ⭐⭐⭐⭐

The app has become extremely unuseful after the upgrade. Very slow, the only service I can get out of it is to check out the balance. Nothing more, can't transfer money, can't pay bills... Worse of its former self. Do something about it.

Its a good app but some shortcomings. Everytime I get a new phone I have to go to the bank which takes time and I find it unnecessary. Can you introduce a verification method such that going to the bank will be only after you've failed the verification? Then fingerprint unlock does not work for underdisplay fingerprints phone. I also want to authorize my transactions with my fingerprints.

The most unreliable app ever. The essense of having mobile banking is convenience, and that is everything your app is NOT. I cannot even check my bank balance, cannot even make online transaction without setting limits (which your app won't do AGAIN). Fix those bugs guys, in this century we cannot always be relying on over the counter services.

The app is good but when it comes to the instant loan service, which you have made so inconveniencing, it's extremely terrible. You send a message granting access of facilitation but when you login the story is different. Please don't generate messages that you know ain't effective. David Michaels.

Basically trash, it stopped working and i went to the branch i registrered with & got charged to get a new pin yet when i got home and downloaded the app the new pin refused to work as well. What kind of systems are you running here?? And because no one will see this review either, 🚮

This is the best app ever,you can access your family bank account via this app. They give loans even during these hard times and have a long repayment period. Great loan limits,no threatening texts or calls when reminding you to pay up. Its with you for life. I can recommend this to anybody. I love it.

Good experience so far.The only drawback is when one switches across devices.Its worth disconnecting your account from the app for security and privacy reasons but consider us who cant reach to your nearby branch for reactivation when we change a device. In my view if one is able to verify the ownership and authenticity of the linked account and device(ID,Names,A/c Balance, New device model),then reactivation of the app can be done via a call to the customer service agents like local telcos do.

I'm beginning to loose trust in this bank because of the many unforseen charges that one encoures even without a clear way of demonstration from the app or the bank. It's beginning to feel like a rip off. There is no platform or rather breakdown available to ask or know why you are charged for some charges. Focus more on customer benefitting from your services rather than the other way. I have been a customer for a long time but I'm starting to think otherwise.......

I've had a terrible experience since the new app. I cannot log in through and making it worse I'm currently outside the country therefore I can't go to the banks and I have to get my transactions done. Something' has to be done!!🤔

Its a good App. I use it to make my payments. I have no worries as long as I have the App in my phone since am sure am sorted out. I believe with time you will continue finding and improving ways to serve your customers better via this platform. I believe you have us in the middle. Nice platform and will even be better as time clicks. We will support you

Have had very bad experience with this new app. I'm not able to login since it was developed went to the bank but the problem wasn't solved. It's been a night mare. January 8/1/2021 still not able to log in despite new changes.

This is impressive. One can easily check the bank account balance without necessarily asking for a statement. In the past,I would always incur a Ksh 10 deduction only to check my current balance.

Very useless app. Do not waste your bundles downloading it. Infact just opt for other banks than this. You barely get help. Even when you call their numbers. The workers are very incompetent and infact very rude. Emails are never replied, neither the WhatsApp message. Having an account with this bank is a total waste. Please opt for better banks

Too bad you didn't updated the reseting of devices, reseting or changing the phone is another stress. You should have created a one time text message reset when we change devices, going to your bank branch for only phone app activation is a thing of the past.

The app keeps refusing to send money to other platforms most of the times, despite several attempts. Its exhausting. It used to be good but its slowly getting bad.

I love the fact that I don't have to keep paying 10bob every time I check my balance. BUT, Salary advance of 1,300 processing is 300??? Thought should be 10%! And even after deducting the 300 there are more charges because only 800 got into my account! Doesn't make sense. Sending 1k to a mobile number is being charged Ksh. 80??? Eish! Too much! Also depositing from Mpesa to pesapap is highly charged! The OTP thing is at times taking long...not good. This app has become very uneconomical to use.

Have been using it for a week. So far so good. I can pay bills via the app and also send money to mpesa very convenient. The only disappointing part is that I cannot apply for a salary advance!

Whereas the app is good, I fail to understand why I can't view my transactions and I have to pay for balance enquiry or the statement whilst I still pay a maintenance fee on the account. Total rip off!!

A stupid app can't login with mobile data it must be on WIFI. Also you overcharge and charge transactions that in most banks don't charge. How can you charge a fee when one transfers money from the account to an Mpesa Number. Guys be serious and wise. Make your Customers Your First Priority and give them a Perfect Mobile Banking Environment