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Equity has wired lost cash back into your account [Nation (Kenya)]
[April 09, 2014]

Equity has wired lost cash back into your account [Nation (Kenya)]

(Nation (Kenya) Via Acquire Media NewsEdge) My name is Carol. I run a savings account with Equity Bank.

On November 29, last year, I found that Sh23,100 had disappeared from my account. I soon reported the case to Equity Bank, KNUT House branch, Nairobi, since to the best of my knowledge, I did not execute such a transaction.

The bank asked me to wait for seven days for a review of the CCTV footage in its possession.

On coming back a week later, the lender surprisingly told me that there was no CCTV footage because the system was faulty. But I was also informed that part of the money amounting to Sh18,000 was actually not withdrawn.

However, according to the bank statement in my possession, there were two withdrawals — one of Sh18,000 at Buru Buru and another of Sh5,100 at the lender's Doonholm branch.

Hoping that the bank would take action, I checked my balance two days later but was surprised that there was no refund reflecting in my account. I hence decided to write to the customer care, Equity Bank head office on December 10, last year.

The institution later called me to it's head office with a promise to sort out my problem once and for all.

But I was shocked when I was informed that I should forget about the refund at that moment as the lender was to start investigations afresh. I was also told that the company would need about seven days to give me a clear feedback.

I had no option but to write a statement just as it requested. Further, the bank officer took my ATM card, which I was told would assist in the investigations.

As I write to you, I do not know what happened to my money. I have not been able to view the said CCTV footage either.

I a frustrated customer and I do not know where else to go for help.

Please help me.

Thank you, Carol, for the trust you have in us that we can help you fight to get back your hard-earned money.

It is unfortunate that you have had to go through such a harrowing experience at the hands of Equity Bank.

We contacted the financial institution with the matter you have raised here. But we did not receive any response from the bank.

However, we are glad to have received communication from you recently noting that the issue has been sorted out. We are happy that you now have your money back.

Capital Letters appreciates your update.

We also urge you to keep in touch and let us know if you need our assistance in future.

********** Hi, I am an ardent reader of your column. Let me say that you do a great job.

I am a very disappointed Safaricom customer. I have been experiencing difficulties with my M-Pesa account since February 27, this year.The problem started after I terminated Safaricom postpaid services from the telecom's outlet at Galleria Shopping Mall.

On February 28, the company replaced my sim-card but the problem worsened because I cannot activate the M-Pesa platform. I understand that there was an issue with the M-Pesa system on March 1. However, I believe that my case is totally different because it started way before the action on the M-Pesa system.

I need this matter solved fast given that I use M-Pesa a lot.

I hope I am not being punished for terminating and moving out of postpaid to prepaid services.

— Salim.

Thank you, Salim, for your kind words.

We appreciate your taking the time to contact us on this issue. We are also glad that you have been an ardent reader of our column.

We got in touch with the telecommunications firm, Safaricom, and we thank the company for prompt response.

Safaricom promised to solve the problem without further ado. Later, it informed us that it has been in communication with you and that the problem has been solved.

Further, the company apologised for the inconvenience caused and also thanked you for your patience. We are glad to have been of help. We also urge you to get in touch with us if you need further assistance.

Looking for answers? Send your queries and daytime telephone numbers to Yvonne Kawira: E-mail: (c) 2014 Nation Media Group. All Rights Reserved. Provided by, an company

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