Equity Bank Accused of Stealing Cash from Customers, Poor Services

Equity Bank is on the spot following allegations of stealing cash from customers as well as poor customer services.

Kenyans have taken to social media to share stories about their experience with the giant financial institution, including incidents of money mysteriously disappearing from their accounts and being asked to pay loans they didn't take.

A Facebook user identified as Lydia Mathia has shared a story about how the bank mishandled her father after cash was withdrawn from his account without his knowledge in addition to finding that he had taken a loan of Sh34,000.

Mathia says her dad discovered he could no longer use his Equitel pin in December, and decided to visit Equity Bank Limuru branch where he had opened the account. She says bank officials initially frustrated his effort to sort out issues with his account only to later realize he had an outstanding 'loan.'

“Back and forth and they finally sort things out by renewing the SIM card. On getting home, dad got a message that he had an outstanding loan of Ksh34,000 and then notifications for repayment with a deadline of 27th Dec 2018 started coming through thick and fast,” says Ms. Mathia.

“He went back to the bank obviously emphatic that he had no such loan. The bank manager was exceptionally rude and literally mistreated my dad. There’s a bank form the manager was supposed to give for a complaint to be filled for escalation and action. The bank manager refused to give the form. Dad went there three times asking for that form, the manager threw him out telling him to go report to the police and bring the OB number. Dad did exactly that, he went and reported to the police and emailed the complaint and OB Number. The matter was assigned an incident report number by the bank,” she adds.

When the retired man received his December pension, the bank deducted Sh34,000 being payment of loan he had purportedly taken but “he continued to receive notifications for the balance”.

“Important to mention that it became apparent in the many visits paid to the bank that the money was withdrawn through another number. The guy actually withdrew 34K, checked balance, got a message that there was 300 remaining and withdrew 200 bob. It has also been established that Dad was on an active call at the time exact time the transaction was happening and at a very different location,” says Ms.
Mathia.

Following Ms. Mathia's story, Kenyans online have come out to share similar stories. The bank is yet to issue a statement regarding the allegations 

Kipchirchir CK says: “Banked with them for 3 years till 2016 but when I approached them for an overdraft they denied and talked rude just because I had another active account in KCB…I left forever. Now Kabarnet Equity branch ni mahame "

Sammy Muriuki notes: “That’s why I’m leaving Equity Bank Kenya. My mum was arrogantly handled by a customer care representative.”

“Staffs are very rude & serve one customer like 30mins & then go for tea break leaving the remaining customers stranded on the queue,” notes Lydia Otieno.

Joyce Gathumbi says: “My dad's money was withdrawn… 180k and a loan of 40k on top. And instead of helping him to track it they keep telling him his loan is due.”

@MarvinGakunyi notes:" Someone should remind Equity Bank that OLX was once a giant that disappeared into oblivion."

Mary Mahugu says: "Equity is full of rogue staffs who are robbing their clients like shepherds who eat the sheep. They will not survive for long if nothing is done about purging the lot.

Gitau S Regina swears: "I will never forgive Equity for stealing my ksh 6000 helb loan!Never!"