When NCBA launched Loop, the promise was clear: an all-in-one digital banking experience designed to liberate retail users from the constraints of traditional branch banking. Armed with slick mobile tools, budgeting features, and branded debit cards, Loop positioned itself as the go-to platform for tech-savvy consumers and young professionals. However, a growing rift between marketing promises and operational reality has left many customers navigating significant pain points.

From operational limitations to hidden costs, several key issues explain why NCBA Loop users are experiencing friction in their day-to-day banking.

1. No cheque deposit capabilities

While an app-first model offers speed and convenience, it also strips away essential traditional banking services. A primary structural limitation for Loop users is the inability to deposit physical cheques directly within the platform.

To clear a cheque, users are forced to open and maintain a standard NCBA account or rely on a third-party bank accounts. Once cleared, the funds must then be transferred manually into Loop via PesaLink or M-Pesa, adding unnecessary steps, delays, and transaction costs to a process that digital banking was meant to simplify.

It used to be that you could deposit the cheque at NCBA branches and it would reflect in your Loop account but they have since discontinued this.

2. Sponsorship disconnect

NCBA Loop has invested heavily in lifestyle marketing, positioning its brand alongside high-profile sports and community events, such as cycling gravel series and regional golf tournaments. While these sponsorships build high-end brand visibility, they have also sparked criticism from everyday users.

Retail customers often report a disconnect between these high-budget marketing drives and the quality of daily app performance. When core app features experience downtime, customer support response times stall, or long-requested features remain unaddressed, users naturally view lavish event sponsorships with skepticism. The prevailing customer sentiment suggests a preference for reinvesting those resources into backend stability and customer support rather than niche promotional campaigns.

3. Opaque credit terms

In Kenya’s fast-moving digital finance landscape, immediate access to short-term credit and overdraft facilities is a major driver of user adoption. While rival mobile lenders clearly outline their credit-scoring formulas, Loop’s lending criteria remain opaque.

Loop advises customers that maintaining regular account activity for 3 to 6 months will unlock loan limits and personal credit lines. However, many users who route substantial monthly cash flows through the app report receiving zero credit limits or unexpected limit reductions. Because internal cash flow thresholds, credit reference bureau (CRB) weightings, and scoring algorithms are undisclosed, customers are left guessing how to qualify for financing, eroding trust in Loop as a reliable credit partner.

4. Extra fees on payments

A major attraction of any debit card is the ability to pay for goods and services seamlessly at the Point of Sale (POS) or online. However, Loop cardholders frequently encounter unexpected charges that make everyday spending more expensive than anticipated.

  • Foreign Exchange & Cross-Border Markups: Purchasing items online from international merchants or paying in foreign currencies triggers international transaction markup fees of around 5%, raising the total purchase price significantly.
  • Inter-bank and Payment Transfer Charges: Utilizing PesaLink or sending money out to pay third-party billers and merchants carries transaction fees ranging between Ksh. 34.50 and Ksh. 57.50.
  • Card Funding Charges: Even the process of moving money onto the card via linked external cards incurs direct processing fees.