Has Equity been lying to its customers?

Equity Bank is in trouble with its customers after it emerged that intra-bank transfers on their Eazzy Banking App are not free as marketed.

This emerged on Wednesday when a customer by the name Sammy Sammily took to the lender’s Facebook page to complain about the issue, blaming Equity Bank for duping its customers. “Now, this being customer care week, I thought transferring money from one Equity account to another Equity account is free. What happened, or it was just fooling customers?” wondered Sammy.

However, in response, Equity Bank came out to state that it charges Ksh30 for such transfers, without stating whether the tariff applies to all amounts of such transactions.

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“We can confirm that a charge of Ksh30 is charged for transfer of funds to an Equity member through the Eazzy Banking App,” wrote an Equity Bank customer care representative.

Customers, who commented later on, lamented that Equity Bank imposed the charge to a service that had been free, without first notifying them.

A quick check on the Eazzy Banking app services both on the banks website and on Playstore only outlined the services offered through the app, without indicating the applicable charges.

According to information from the bank, the app had been on the trial period where applicable charges were not applied to their customers. The charges are applicable after the new updated app was released.

The bank is yet to issue an official statement concerning the charges.

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