Equity Bank has issued an alert to its customers over the temporary contact centre service downtime.
In a statement on March 12, Equity Bank informed customers that its Contact Centre line, 0763 000 000, is experiencing intermittent service downtime.
“Dear Member, Our Contact Centre number, 0763 000 000, is experiencing intermittent service downtime,” read the bank’s statement in part.
The bank said its technical team is working to resolve the issue as quickly as possible.
Further, Equity Bank Customers were advised to use alternative channels to reach the bank, including Facebook, X, Instagram, LinkedIn, TikTok, email at [email protected], or by calling 100 from an Equitel line.
“In the meantime, kindly get in touch with us through our digital media channels below,” the bank directed.
Customers Advised On Using Equity Bank Digital Channels
To reach the bank during this period, customers are encouraged to use alternative digital channels listed as follows;
- Facebook: https://facebook.com/KeEquityBank
- X: https://x.com/KeEquityBank
- Instagram: https://instagram.com/equitygroup
- LinkedIn: https://ke.linkedin.com/company/equity-bank-limited
- TikTok: https://tiktok.com/@keequitybank
- Email: [email protected]
- Call 100 with your Equitel line
Also Read: What Equity and DTB’s New Loan Pricing Means for Kenyans
The bank thanked customers for their patience while the issue was being resolved.
“We appreciate your patience during this time,” they noted.
Equity Bank Deducts KSh 120 From Customer Accounts for Annual Debit Card Fee
Several Equity Bank customers have reported unexpected deductions from their accounts, raising concerns over transparency and charges.
One customer, Kilonzi (Mia_Toa_Mia), questioned the bank on social media after noticing that a fee had been deducted even though they had paid for each transaction individually.
“@KeEquityBank, let’s respect each other. No way you’re deducting money from the account in the name of a fee. I pay for every transaction I make,” he posted.
Also Read: KCB and Equity Bank Announce Immediate Lending Rate Cuts
The deducted amount was KSh 120, listed as an “Annual Debit Card Fee” on the account statement.
This transaction occurred on 16 February 2026, and the customer publicly shared evidence of the deduction.
“Txn: A fee has been deducted from your account, Acct: 0580XXXXXX9245 Amt: KES 120.00 Desc: Annual Debit Card Fee Date: 16-02-2026 16:39:26 Use Equity USSD on Any Telco. Transaction Desc: An… – KES 120 Account xx…,” it read.
In response, Equity Bank explained that the fee applies to all active debit cards.
The charge is billed annually and continues to accrue until the card expires.
It clarified that this annual fee applies to all cardholders and is not tied to individual transactions, reassuring customers that the deduction is part of the bank’s standard account maintenance policy.
