Equity Bank Kenya Customer Care: Practical, Expert Guide to Getting Help Fast

Equity Bank Kenya serves one of the largest customer bases in East Africa, with an extensive omnichannel service model that blends a 24/7 contact centre, mobile and online self-service, agency banking, and in-branch support. The bank’s customer care is designed to handle everything from urgent card blocks to complex payment disputes, and it has scaled alongside its network of branches, ATMs, and agents nationwide.

Whether you are a retail client, SME, corporate, or a merchant using EazzyPay/Equity’s acquiring services, knowing the right channel, what details to have on hand, and typical turnaround times can save you hours. The guidance below focuses on precise steps, verified channels, and realistic timeframes that reflect how service works on the ground in Kenya.

How to Reach Equity Bank Kenya Customer Care

The primary customer care lines operate 24/7 for urgent support (lost/stolen cards, suspicious transactions, mobile/online access issues). For international callers, use the +254 country code. Always verify numbers and links on the official website before sharing personal details.

In-person help is available at branch counters during business hours, while the USSD channel and Equity Mobile app provide instant self-service for balance checks, statement requests, card controls, and transfers. Social media is useful for status updates and non-account-specific queries; avoid sharing sensitive information on public platforms.

• Contact Centre (Kenya): 0763 000 000; International: +254 763 000 000 (24/7; standard network rates apply)
• Official website: https://www.equitybank.co.ke (contact form, live service updates, branch/ATM locator)
• USSD self-service: *247# (works on all major Kenyan networks; no data required)
• Mobile app: Equity Mobile (Android/iOS) and Equity Online (web) for statements, card controls, transfers, and service requests
• Head Office (for formal correspondence): Equity Centre, Hospital Road, Upper Hill, Nairobi
• Social media (for general queries/updates): X/Twitter @KeEquityBank; Facebook “Equity Bank Kenya” (verify page badges)
• M-PESA to Equity (deposits): Paybill 247247 (Account: your Equity account number; keep M-PESA confirmation for support)

What Customer Care Can Solve and Typical Turnaround Times

Immediate assistance includes card hot-listing, password/credential resets, unlocking profiles, Equitel SIM support, and halting suspicious transfers. For lost or stolen cards and phones, expect action during the call or within minutes via USSD/app card controls.

Operational requests (balance confirmations, mini statements, cheque status, standing orders, beneficiaries) are typically completed in-session or within the same business day. For statements, the app/online portal generates PDFs instantly; branch-printed or stamped statements are usually available on the spot.

Complex cases require more time: local card disputes and chargebacks often take 20–45 business days, and international card disputes can take up to 90–120 days depending on scheme rules. Interbank RTGS requests lodged before typical cut-offs (often around 15:00 EAT for branch requests; later via digital channels) post same-day; after cut-off, next business day. Mobile money reversal requests are usually handled within 24–72 hours subject to counterparty consent and scheme rules.

Step-by-Step for Urgent Cases

Lost or stolen card: use Equity Mobile to freeze/block the card immediately or dial *247# and follow the card services prompt. If you cannot access self-service, call 0763 000 000 and request card hot-listing. Ask for a case/reference number and note the time, then arrange a replacement card at your preferred branch with your ID.

Suspicious account activity: first, change your mobile/online banking password and enable additional security (e.g., 2FA) in the app. Call customer care to report the transactions and request a temporary hold if advised. Provide recent transaction details, your ID number, and your registered mobile number. For transactions still “pending,” the faster you report, the greater the chance of recovery or reversal.

Compromised phone/Equitel SIM: contact your mobile operator or Equitel line support to immediately block the line, then call Equity to lock down digital access. After securing access, visit a branch for SIM replacement or device re-registration; bring your original ID and any police abstract if applicable.

Fees, Hours, and Service Standards

The 24/7 contact centre covers urgent issues at any time; branches generally operate Monday–Friday (approximately 08:00–16:00) and Saturdays (morning hours), with some high-traffic locations offering extended times. Public holidays follow regulator and internal schedules; always check the branch locator for specific hours and queued services.

Standard network charges apply to voice calls and USSD. Some services (card replacement, cheque books, interbank transfers, card chargebacks where applicable) may attract fees per the bank’s published tariff guide. For the most current charges, navigate to the “Tariffs & Charges” section on the official website or ask a branch officer to print the current schedule.

Service-level expectations: instant action for blocks and access resets; same-day for straightforward requests submitted within cut-off; and multi-day to multi-week for investigations and third-party processes (card schemes, other banks, mobile money operators). Keep your case ID handy for follow-ups.

Network Size and Why It Matters for Support

Equity’s footprint—which includes a nationwide branch network, hundreds of ATMs, and a large agency network—means you can escalate in person if digital or phone channels are congested. Agency banking is useful for cash transactions and basic enquiries, while sensitive or complex matters (identity updates, high-value transfers, disputes) should go to a branch or the contact centre.

For diaspora clients, the +254 763 000 000 line and the website’s secure contact form are the most reliable starting points. Remember Kenya Standard Time (EAT, UTC+3) when scheduling calls that require branch coordination or third-party callbacks.

Tips for Faster Resolution and Avoiding Fraud

Well-prepared calls and secure habits dramatically shorten resolution times and reduce risk. Keep the following practices in mind whenever you engage with customer care or use digital channels.

• Have ready: your national ID/passport, Equity account number, registered mobile number, and 2–3 recent transaction amounts/dates for verification.
• Use official channels only: dial 0763 000 000, *247#, or the Equity Mobile app; access links from https://www.equitybank.co.ke. Avoid numbers shared in unsolicited messages.
• Never share OTPs, full card PAN, CVV, or PIN—even with someone claiming to be from the bank. Equity staff will not ask for these.
• Act fast: block cards or freeze accounts at the first sign of compromise, then file a formal case and keep the reference ID.
• Document everything: screenshots, M-PESA Paybill 247247 confirmations, email acknowledgments, and timestamps help accelerate investigations.
• Confirm cut-off times before high-value transfers (RTGS/CHAPS) and plan around weekends/public holidays to avoid settlement delays.
• Update contacts: ensure your phone/email on file are current so you receive alerts and case updates without interruption.

Escalations and Formal Complaints

If a case stalls, call back with your reference ID and ask for escalation to a supervisor. For in-branch matters, request to see the Branch Service Manager if initial handling does not resolve the issue. Complex cases typically get a written update within 3–5 business days, even if the final resolution takes longer.

For formal complaints, use the official website’s contact/feedback form or submit a signed letter at your branch addressed to the Branch Manager or to Equity Centre, Hospital Road, Upper Hill, Nairobi. Include your full name, account number, contacts, a concise description of the issue, amounts/dates, and the remedy you seek. Retain stamped copies or email acknowledgments.

If you believe a regulatory breach has occurred or all internal avenues are exhausted, you may escalate to the Central Bank of Kenya’s Consumer Protection mechanisms via the CBK website. In all cases, maintain your documentation trail; it is the single most important factor in achieving a timely and fair outcome.