Equitybank 

If you enjoy being bounced around between departments, given conflicting information, and treated like you’re the problem for asking basic questions about your own money, Equity Bank might be the place for you.

Communication is a mess. Accountability is nonexistent. Every interaction feels like starting from scratch, with no one willing to actually resolve anything—just pass you along or tell you to call someone else. I’ve spent more time chasing answers than I ever should have had to with a financial institution.

Mistakes happen. What’s unacceptable is how poorly they’re handled. No ownership, no urgency, and absolutely no customer care. For a bank, trust is everything—and this place manages to erode it at every turn.

There are plenty of banks out there that don’t make you feel stressed, dismissed, or inconvenienced for expecting basic professionalism. I’d strongly recommend choosing literally any of them instead.

Very rude customer service agent who even hang up on me without resolving my issue.

This company is stealing peoples money.You are the dumbest company in the whole of Kenya you can go to hell.50k missing from an account!?those customer care bastards will be striked with thunder

Sometime Banks think that their cistomers are servants but no we are the bosses. So when you do not want to treat as well we too have to leave your bank.
Here in Rwanda we have differnt bank but equity deserve to win over our heart despite they do not need that.
Can you imagine the bank where you drop a project and allow you to start under their crédit then they promise you than in 14 working days you will have your crédit ( they say that 14 days is maximum) but you know how they do???
Boom it's take more than 30 days of working days and don't forget their profit charge seems to be too high.
Once my staff close their deal there no one that i will allow him or her to use equity
Never and ever

Customer care desk feedback is perfunctory:
I made an RTGS for a treasury bond to Central Bank. I received an email from Central Bank stating lack of funds yet Equity had already debited my account on 19th February 2024, to date, the money has neither been credited to my Equity account nor Central Bank and no one seems to care despite the phone call follow up or emails. When I visit Kenya, I will have to close the account and open an account with Standard Chartered or NCBA where customers are treated right. Disgruntled UK client.

Equitybank is growing fast and becoming the best bank in East Africa. Their services are fast. And they're doing great with digitization of their services.

Equity Bank Kenya, I have been in several countries and had first class experience in customer service and assistance,
Lucky enough also to have worked in 5* Facilities where customer satisfaction and customer experience is top priority. Therefore i understand the positive and negative customer service.
Unfortunately i missed this experience from Equity online assistance (Live Chart). I felt the staff was not willing to assist or to give information in regards to my Inquiry.
Her way of response during the chart was not professional and felt its need to be addressed. I would not like another person to have that kind of experience. I tried to open one of the link she shared but was not working. I feel this kind her attitude in customer service is a minus especially for people in abroad countries with limited access to bank and rely on this platform.

Today I went to kasangati equity branch to use western union services at mid day and was served with a form by an askari to fill who intentionally didn't tell me that I had to use the agent outside the bank.i sat for an hour because it was only one teller working who was very slow yet we customers were few.(this I attest because a gentleman came in quarelling as to why his wife had taken too long in the banking hall).I reach the counter and the teller tells me our printer isn't working and so i can't help you. Remember it's already after 2pm and other alternative banks have closed.i have a baby with me and no money to use since it's a long weekend and Monday is a public holiday. I ask the askari why he wasted my time sitting in the banking hall yet he knew that I wouldn't be helped(Remember he is the one who issues the forms)and he said because i didn't ask him.from the look he obviously looked like the middle man between the bank and the banking agent.
My questions ;when did askari become money transaction agents?
I moved out a very disappointed woman with a hungry child with No money after wasting my precious time.equity kasangati style up and remove that short askari you use for international money transactions like money gram or western union.

Applied for 2nd round PPP through this bank. Aside from all of the extra documentation they'd requested and sending me a docusign to submit to the SBA with a value of 0 in in gross receipt they made it apparent not to be an equal opportunity institution. My application was submitted to the SBA and approved with loan number assigned. All docs were signed and countersigned (they opened an account in my name by which to send a cashiers check for the loan amount to me opposed to just eft),only for them to say in order to receive the cashiers check I'd have to file my 2020 taxes. The deadline for taxes to be filed was many weeks out. This demand was absurd. I'm filing a complaint with all relevant intities, state and federal.

Worst bank in kenya.

I traveled to Japan to work and my account went dormant. Not because I did not deposit but because I did not withdraw for 6 months.

I have been depositing my money only after 6 months to find my account is locked.

I talk with the customer care and they told me that there policy state that if you don't withdraw for 6 months your account is closed.

To make the Matter worse, they said I have to write physical letter instead of sending a simple email.

If you plan to travel. Don't use equity bank.

I experienced top-notch online banking services solutions through their mobile app. The customer service desk too was quick to handle all my queries and attend to my needs.