KCB Customer Care: How to Reach Support Fast and Get Issues Resolved

Official Contacts and Hours

KCB Bank Kenya runs a 24/7 Contact Centre for retail, business, and corporate customers. Call from Kenya on 0711 087 000 (Safaricom) or 0732 187 000 (Airtel/alternative). From abroad, dial +254 711 087 000. Standard network/roaming charges apply. Always verify you are dialing the number shown on the official website before sharing any information.

You can also raise requests via the web at https://ke.kcbgroup.com/contact-us, where you’ll find secure forms for card problems, account queries, and product support. For in-person help, the main service hubs are KCB Kencom House (Moi Avenue, Nairobi CBD) and KCB Towers (Upper Hill, Nairobi). Typical branch banking hours in Kenya are Mon–Fri 8:30 a.m.–4:00 p.m. and Sat 8:30 a.m.–12:00 p.m. (closed Sundays/public holidays); select service centers may run extended hours during peak periods.

• Phones: 0711 087 000, 0732 187 000, or +254 711 087 000 (international)
• Website: https://ke.kcbgroup.com/ (Contact page: /contact-us)
• Main service locations: Kencom House, Moi Avenue, Nairobi; KCB Towers, Upper Hill, Nairobi
• Paybill (to KCB accounts): 522522 | Mobile/USSD: *522# | SWIFT (Kenya): KCBLKENX
• Social: X/Twitter @KCBGroup and Facebook “KCB Bank Kenya” (DMs monitored daily)

Digital Self‑Service and Short Codes

The fastest way to solve routine issues is the KCB App (Android/iOS) and Internet Banking at https://ke.kcbgroup.com/. You can check balances, download statements, reset passwords, block/unblock cards, open goal savings, and track loan status without calling. If you suspect account compromise, use the app to immediately freeze a card or change your password, then call the Contact Centre to confirm next steps.

USSD banking via *522# works on major Kenyan networks and supports balance queries, mini statements, fund transfers (KCB-to-KCB and mobile wallets), bill payments, and card blocking. USSD attracts standard network session fees. To move money between M-PESA and KCB, use Lipa na M-PESA Paybill 522522; for deposits, the account number is your KCB account number. KCB M-PESA (within the Safaricom M-PESA menu) is separate from the KCB App and is best for quick savings/loans tied to your mobile wallet.

What to Prepare Before You Call

Having the right details ready speeds up verification and resolution. Keep your national ID/passport number, KCB account number, mobile number registered with the bank, and the last successful transaction amount/date handy. For card issues, note the last place/time you used the card and whether the card is in your possession.

Never share your PIN, full card PAN, CVV, or one-time passwords (OTPs) with anyone, including callers claiming to be from KCB. The bank may verify partial details or send an OTP you input yourself into the official app/USSD/website. If you receive an unsolicited call, hang up and redial the official number listed on the KCB website.

• Identity: National ID/passport, full name as per account, date of birth
• Account specifics: Account number/IBAN (if applicable), registered phone, recent transaction details
• Card queries: Card type (Visa/Mastercard), last 4 digits, last merchant/time, whether card lost/stolen
• Digital access: Device model, app version, exact error messages/screenshots (no sensitive data)
• Payments/transfers: Amount, date/time, recipient details, reference numbers, Paybill/Till numbers

Common Requests and Expected Timelines

KCB handles high call volumes at month-end, salary dates (25th–5th), and public holidays. If the phone queue is long, try the app/USSD for quick fixes, or send a detailed web request via the contact form with screenshots. Always ask for a case/reference number for tracking.

Below are realistic timelines for frequent requests. Actual resolution may depend on third-party partners (card schemes, mobile networks, utility billers) and cut-off times. Submitting complete information at first contact reduces back-and-forth and speeds closure.

Cards: Blocking, Replacement, and Disputes

Block a lost or compromised card immediately via the KCB App or *522# (Card Services) and then call customer care to confirm. Physical debit card replacement typically takes 2–5 business days for standard branches; some high-traffic locations may issue faster. If traveling, ask about temporary digital cards or alternative access (e.g., over-the-counter withdrawals with ID; fees and limits apply).

For unauthorized card transactions, file a dispute as soon as you notice the charge. Domestic disputes can take 14–30 business days; international/chargeback cases via Visa/Mastercard may take up to 45–90 days depending on merchant responses and scheme rules. Keep receipts, SMS alerts, and screenshots. KCB will advise whether a provisional credit is possible while the investigation runs, based on card network policies and risk checks.

Accounts, Mobile Money, and Transfers

Intra‑KCB transfers are usually near‑instant during system uptime. Interbank transfers via PesaLink are commonly real‑time or under 30 minutes; EFT/RTGS follow banking cut‑offs (EFT often T+1; RTGS same‑day if sent before cut‑off, otherwise next business day). Local KES cheque clearing in Kenya is commonly T+2 working days; foreign currency cheques take longer due to correspondent banks.

For KCB-to-M-PESA or M-PESA-to-KCB moves via Paybill 522522, most transactions complete in minutes. If funds are pending beyond 2 hours, share the M-PESA receipt (MXXXX reference), amount, and timestamp for tracing. Wrong‑recipient M-PESA sends should be reported immediately through M-PESA reversal channels; if funds already posted into a KCB account, KCB will seek beneficiary consent or follow legal recovery procedures as guided by regulations.

Escalation and Feedback

If an issue remains unresolved after the first interaction, request escalation to a supervisor and ensure you receive a case ID. Summarize your request in one sentence, attach supporting evidence (redacting sensitive data), and specify your desired outcome (refund, unblock, limit change, written confirmation). This improves clarity and shortens handling time.

For formal complaints in Kenya, use the web contact form at https://ke.kcbgroup.com/contact-us and select “Complaint,” or write to: Customer Experience, KCB Bank Kenya, P.O. Box 48400–00100, Nairobi, Kenya. Include your contact details and case references. If you still need external review after KCB’s final response, visit the Central Bank of Kenya consumer page (https://www.centrabank.go.ke or https://www.cbk.go.ke; see consumer protection section) to learn about lodging complaints under Kenyan banking regulations.

Security and Fraud Alerts

KCB will never call or message to ask for your PIN, full card number, CVV, or OTP. The official short codes and Paybill are: USSD *522# and Paybill 522522. Bookmark the official website (https://ke.kcbgroup.com/) and verify social accounts before engaging. If a caller pressures you to act urgently or install remote‑access apps, hang up and call the official number.

If you suspect fraud: immediately block your card via the app/*522#, change your online/USSD PINs, then call 0711 087 000 to report. Save SMS alerts, emails, and transaction receipts. File a report with the National Police Service (get an OB number) if money was lost, and notify your mobile operator if your SIM may be compromised. Early reporting increases the chance of recovery and helps KCB secure your profile against further attempts.