Review: Equitel Kenya, Equity Bank Mobile Money Transfer

I have acquired the Equitel line; I am testing the service. I am wondering why the bank is going about this thing in what appears as half hearted effort.

There is no point of testing the market while offering the actual product and exposing the consumers to dissatisfaction and confusion. If you have decided to do something in marketing we say there should be no half measures. The bank is doing little and poor communication resulting in disinformation and confusion.

From what I gathered while at the bank most customers have no idea what Equitel is all about or what’s going on. I heard one asking if the new card is like an ATM. The people issuing the cards are using old brochures and have to cross out items and write the correct information with pens.

It looks clumsy. On inserting the card it says you have been given KShs 50 to start enjoying the service immediately yet when you try to call out it says “call ended.” I called customer care and they say you have to load airtime for the 50 bob to be activated. How is the customer supposed to know that? The issue of checking balance is not working with the phone I am using the card with. Have they tested their systems properly?

Review by