Equity assures customers all ok now after hitch

July 10, 2013
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Equity Bank Chief Executive Officer, James Mwangi said the enhancement will offer customers an exceptional experience in accessing credit facilities faster, easily and more conveniently through the bank's ATMs/FILE
Equity Bank Chief Executive Officer, James Mwangi said the enhancement will offer customers an exceptional experience in accessing credit facilities faster, easily and more conveniently through the bank’s ATMs/FILE
NAIROBI, Kenya, Jul 10 – Equity Bank now says the delay in service delivery to its clients for a number of days was caused by a process of enhancing their data storage capacity.

In a statement sent to newsroom, the Equity Bank Chief Executive Officer, James Mwangi said the enhancement will offer customers an exceptional experience in accessing credit facilities faster, easily and more conveniently through the bank’s ATMs.

He said that the enhancements will make their data storage and processing capability the best in the region.

Mwangi also assured the bank’s customers of their commitment to continue offering better financial services.

“We sincerely apologize to all our esteemed customers for inconveniences caused by this delay in our services recently. We assure you of and reiterate our commitment to continue serving you with dedication as we continue walking together in our financial services journey,” he stated.

He said the problem was now resolved saying, “we are pleased to inform you that our services are now back to normal in all our outlets.”

“The experienced delays were not foreseen or expected as we had envisaged seamless backend operations without affecting our customer’s experience.”

Following the enhancement, the CEO revealed that 8.4 million customers can now apply for overdraft facilities from their ATMs upon going through the normal appraisal process.

“This follows a successful pilot test of this service with over 1.4 million customers who have been accessing this service through our ATMs,” he said.

“The enhancement of our storage facility saw the acquisition and installation of the latest enterprise IBM DS8800 storage system to cater for increased storage and processing requirements. The bank has also installed IBM’s latest powerful Power 7 Systems – p795 at our data centres to power the analytics.”

Their clarifications came days after complaints from a section of their customers, over delay in their services which poured out on social media.

Dissatisfied customer Bernard Nyangweso posted on Facebook: “This was one among the most frustrating thing that I ever experienced with Equity…”

Julie Nduta posted, “Now its when u’ve decided to break da silence after I have suffered n slept hungry, walk to work since I dint have any money NKT…nikuhama sasa.”

“Equity bye bye …can’t get my money all those days n my salo (salary) pass thro u,” another read.

“This is the beginning of the grand fall of Equity Bank; today they have taken my 5k n they know the queues at their halls r lyk IEBC’s so they reckon I wont show up; but al b there to get my dues n transfer my monies to another bank,” another post by Nzau Musau stated.

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