Equity Kenya Customer Care: Complete, Practical Guide

Equity Bank Kenya (founded in 1984 as Equity Building Society and licensed as a commercial bank in 2004) serves one of the largest retail customer bases in East and Central Africa. By 2023, the Group reported tens of millions of customers across the region, with Kenya as its anchor market, supported by 190+ branches and a wide agency network. This scale means customer care is designed for high volumes, 24/7 availability, and multi-channel support.

This guide explains exactly how to reach Equity Kenya customer care, what to prepare before you contact them, typical turnaround times, and how to get faster resolutions for common issues. It also covers security best practices and escalation paths if your matter needs higher-level attention.

Contents

1 Official, Verified Ways to Reach Equity Kenya
2 What to Prepare Before You Contact Customer Care
3 Common Requests and the Fastest Path to Resolution
4 In-Branch and Agent Support: When It’s Better In Person
5 Service Levels, Case Tracking, and Documentation
6 Security and Fraud Prevention When Dealing with Customer Care
- 6.1 Escalation Path If Your Issue Isn’t Resolved
7 Key Takeaways

Official, Verified Ways to Reach Equity Kenya

Use the official channels below. Avoid numbers or links from social media comments or unsolicited messages. Equity operates a 24/7 contact center and offers both digital self-service and in-branch support across Kenya.

24/7 Contact Centre (Kenya): 0763 000 000 (International format: +254 763 000 000). Save this as “Equity Customer Care” and verify the number on the official website before calling.

Official website: https://equitygroupholdings.com/ke/ (navigate to “Contact Us” for the latest phone, email, and branch/agent details, plus secure web forms). Avoid look‑alike domains.

USSD self-service: *247# on major Kenyan networks. Use it to check balances, block a lost/stolen card, and perform quick actions without data. Only dial exactly *247#; do not share PIN/OTP via USSD or phone.

Eazzy Banking App: available on Google Play and Apple App Store. Use in-app support or secure messaging for account-specific queries after authentication.

Head Office and Customer Experience Hub (in-person): Equity Centre, Hospital Road, Upper Hill, Nairobi. For complex cases or where documents must be verified, request an appointment via the Contact Centre or visit during business hours.

Verified social media for general (non-account) queries and outage updates: search for “Equity Bank Kenya” or “@KeEquityBank” and confirm the blue verification badge and link back to the official website before engaging. Never share account numbers, PINs, CVV, or OTPs over social channels.

Branch banking hours typically run Monday–Friday 08:00–16:00 and Saturday 08:00–12:00 (closed Sundays and public holidays), with some city branches offering extended hours. Always confirm hours for your specific branch via the website’s Branch Locator before visiting, especially near month-end or during public holidays.

What to Prepare Before You Contact Customer Care

Having the right details ready shortens handling time and reduces back-and-forth. For identity verification, keep your national ID/passport number, full official name, and date of birth handy. When calling from a number not linked to your account, expect extra security questions. If using the app or USSD, ensure you remember your secret PIN and are in a private place.

For transaction-related issues, note the exact time and date, the amount, channel used (ATM, POS, Eazzy app, USSD, Equitel SIM, internet banking, agent, RTGS/EFT, or card), recipient details (till/paybill, account number, or card merchant), and any reference/trace IDs. Screenshots or receipts significantly improve turnaround times. For card disputes, record the merchant name, location, and whether you attempted to resolve it with the merchant first.

Common Requests and the Fastest Path to Resolution

Equity’s contact centre is designed to authenticate quickly and triage to specialist teams (cards, digital channels, lending, payments). During peak hours (e.g., salary dates 25th–5th), queues can lengthen; using USSD or the Eazzy app for self-service often resolves routine tasks in minutes.

Lost or stolen card: Immediately dial 0763 000 000 or use *247# to block the card. Confirm the block status via SMS/app. Card replacement is initiated at your branch; bring your ID. Typical replacement time: 1–3 business days, depending on branch stock.

App or USSD lockout/PIN reset: Use the in-app “Forgot PIN” flow (you’ll need your registered phone and OTP), or call the Contact Centre for an assisted reset after full verification. Most resets complete within minutes.

Incorrect or duplicate debit: Report within 48 hours for quickest results. Local POS/ATM disputes often resolve within 5–10 business days. International card chargebacks can take 30–60+ days, depending on Visa/Mastercard rules. Ask for a case/reference number and expected milestones.

Bank transfers (EFT/RTGS) issues: If an EFT hasn’t arrived after 2 business days, lodge a trace with the Contact Centre; for RTGS sent before cutoff (same-business-day settlement), request a payment confirmation/MT message. Reversals depend on the receiving bank’s consent and timing.

Mobile money to/from bank: If a transfer is pending or posted incorrectly, provide the M-Pesa/Till/Paybill or bank reference. Some reversals require initiating with the mobile operator first; Equity can place a trace once you share the operator’s case ID.

Loan queries (balances, early settlement): Use the app/USSD for balances and settlement quotes; for restructures or disputes, request a ticket via the Contact Centre and, if needed, book a branch meeting with the credit officer. Settlement letters typically issue within 1–3 business days.

In-Branch and Agent Support: When It’s Better In Person

Visit a branch if your case needs physical verification (e.g., change of signature specimen, name change, introducing a mandate, account opening for minors/LLCs, large cash withdrawals, or original document sighting). Bring originals and copies of your ID, KRA PIN certificate, and relevant business documents (CR12/CRP, Memorandum & Articles, board resolution) for business accounts.

Equity’s agent network provides cash-in/cash-out and selected services nationwide, often with extended hours. For card issuance, complex disputes, or KYC-sensitive changes, go to a branch instead of an agent. Use the Branch/Agent locator on the official website to find the nearest service point, see available services, and confirm opening hours.

Service Levels, Case Tracking, and Documentation

Always request and save your case or ticket reference number. For email or web form submissions, you should receive an acknowledgment within one business day. Keep copies of any forms you submit, stamped and dated by the branch when delivered in person. If you don’t receive an update by the promised date, follow up quoting the original ticket number to keep all actions linked to one case file.

For chargebacks and interbank investigations, expect periodic updates rather than daily ones. Ask the agent to outline the next milestone (e.g., “merchant response due in 14 days” or “receiving bank confirmation expected by close of business tomorrow”) so you know when to follow up.

Security and Fraud Prevention When Dealing with Customer Care

Equity staff will not ask for your full card PAN, full PIN, full OTP, CVV, or full password by phone, SMS, email, or social media. If a caller requests these, hang up and call back on 0763 000 000 from the official website. Be especially cautious after SIM swaps, device loss, or when installing new apps—enable SIM lock, device biometrics, and app PINs.

When you receive links, ensure the domain is exactly equitygroupholdings.com/ke or other official subpages linked from it. Do not approve app login requests you didn’t initiate. For urgent blocks (card/account), prioritize USSD *247# or the contact centre number to stop transactions quickly, then complete formal reporting.

Escalation Path If Your Issue Isn’t Resolved

First, request escalation within Equity: ask for the case to be assigned to a supervisor or the relevant back-office team (Cards Ops, Digital Banking, Payments, or Branch Manager). Provide any new evidence (receipts, merchant emails). Ask for a revised SLA and a named contact, if available.

If you still don’t receive a satisfactory response within a reasonable timeline (e.g., 14 days for most operational complaints, longer for international chargebacks), raise a formal written complaint via the official website’s contact form or in-branch, marking it “Complaint” and including your case references. As a last resort, you may seek guidance from the Central Bank of Kenya’s consumer protection resources (visit centralbank.go.ke and navigate to Consumer Protection/Complaints for current procedures). Always keep copies of all correspondence.

Key Takeaways

Save the official contact centre number (0763 000 000), use the website (equitygroupholdings.com/ke) for verified contacts, and leverage USSD *247# or the Eazzy app for quick self-service. Prepare IDs, transaction references, and screenshots before you call to reduce handling time. For complex or KYC-heavy issues, book an in-branch visit at Equity Centre (Upper Hill, Nairobi) or your nearest branch, and always capture a ticket number and promised timelines for follow-up.

With proper preparation and the right channel, most routine issues—resets, blocks, local transaction traces—can be handled within minutes to a few business days. For card disputes and interbank matters, set expectations for longer, milestone-based resolution and keep your documentation organized.

How do you call Equity?

Call Toll Free: 0800 211 178

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