I wouldn't bother to compare Equity services to local mid-tier banks like Chase, much less abroad. These guys are becoming increasingly incompetent and bureacratic. Take this example, I want an issue with my internet banking solved. I thus contact them via social media (which should be the fastest way to reach them) and they inform me to shoot them an email. Haya, wacha nitume email. They take two weeks to reply and tell me to go to my nearest branch. I get there, I'm told to go to my registered branch, as there's nothing much they can do. So I move to where I opened the account. Once there, they require a photocopy of my ID once again. I am then forced to go to the kiosk next do to get these papers. Surely, did we not provide these documents when opening the accounts? My experience at other banks gives a very different story. I am charged not less than 5,000 bob each month in Paypal and Forex fees. I would definitely want better service! If it wasn't for this company's monopoly on Paypal transfers to Kenya...

The shareholders in wazua would rather blame the client One day the masses will realise eqty is not as mwananchi as they claim to be

I have Equity, KCB and Coop. Equity tops the other two in service. Secret is to avoid CBD branches wherever possible.

How is maintaining a database entry expensive? Really? In any case, if the dormant account has deposits, thats the cheapest form of funds for lending, as the bank will not pay any interest on it. The bank should use that opportunity to see how it can offer more value to the dormant customers and convert them back to active customers, rather than charging a ridiculous amount, and demanding all those funny documentation. I remember the start of the revolution with Equity was that you just needed to show up with an ID, and walk out with a bank account. No need for 3 passport size photos, no recommendation from chief, wife, neighbour and all that stuff, no bills for elec/water or lease agreements, no minimum deposits of 50K, e.t.c. They simplified banking, and they need to continue doing so. Not sending people to Maua to ammend a small thing while they have long transferred to Mombasa. Branchless banking. They pushed it, they shouldnt retrogress. or have they learnt a few lessons along the way? The bank needs to listen to its customers. The common man will once wake up and realize there are many options out there. It doesn't help that the other mass market banks (KCB, CooP) are living in the same age as Equity - though i think KCB has really styled up, especially with their online platform and mobile banking platforms.