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Complaint workbench for investigation, customer communication, root cause, final response, redress, and CBK closure evidence.
| Timestamp | Investigator | Action | Evidence |
|---|---|---|---|
| 2026-06-12 08:55 EAT | Asha Barasa | Opened P1 fraud complaint and suspended collections. | FRD-HOLD-901 |
| 2026-06-14 18:05 EAT | Fraud Desk | Matched drawdown to SIM swap and new device fingerprint. | DEVICE-RISK-44B |
| 2026-07-08 13:20 EAT | Compliance | Escalated case pack to CBK because final control response was pending. | CBK/DCP/CMP/2026/881 |
| Channel | Sent date | Sent by | Content |
|---|---|---|---|
| SMS | 11 Jun 2026 | Asha Barasa | We have suspended collections on the disputed overdraft while the fraud review is underway. |
| 7 Jul 2026 | Compliance | Your complaint has been escalated to CBK with our fraud-control evidence pack and proposed redress. |
| Ref no. | Customer | Product | Type | Status | Received |
|---|---|---|---|---|---|
| No same-customer or same-product complaint links are available. | |||||