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DRC-2026-0629-018

Complaint workbench for investigation, customer communication, root cause, final response, redress, and CBK closure evidence.

P3resolved

Complaint header

Debit dispute

Customer

Kariuki Traders

CUS-005804

Product

Till advance

Debit dispute

Received channel

app

28 Jun 2026

SLA clock

9/30d

—due 28 Jul 2026

Complaint text: Merchant disputed a duplicate repayment debit after the payment rail retried a stale instruction.
Assigned to: Daniel Mwangi
CBK reference: not escalated

Investigation log

2 actions

Timestamp	Investigator	Action	Evidence
2026-06-29 19:08 EAT	Daniel Mwangi	Matched duplicate debit to repayment rail retry.	RAIL-RETRY-633
2026-07-02 11:00 EAT	Treasury Recon	Confirmed merchant settlement and duplicate debit reversal.	REV-7712

Customer communications

email / SMS / letter

Channel	Sent date	Sent by	Content
SMS	28 Jun 2026	Daniel Mwangi	We have logged your duplicate-debit complaint and paused retry attempts on the affected repayment.
email	7 Jul 2026	Daniel Mwangi	The duplicate debit has been reversed. The final response and reversal reference are attached.

Root-cause analysis

System error

Resolution panel

Upheld

Linked accounts and product complaints

0 linked

Ref no.	Customer	Product	Type	Status	Received
No same-customer or same-product complaint links are available.