MoneyGram

Ideal for

• Receiving money from over 200 countries via cash pick up instantly at any Equity Bank branch or select Equity agent locations. Service is also accessible to non-Equity customers.
• Sending money to over 200 countries via any Equity Bank branch.

Requirements

a.) Valid KYC documents.

b.) Receivers should present a reference number received from the sender to cash out funds at any Equity Bank Branch or select Equity agent locations.

Charges

Beneficiaries are not charged to receive cash.

Charges associated with the send service are dependent on the receiver’s country.

• Benefits

  1. Service easily accessible to senders via the MoneyGram APP, or by visiting over 3500,000 locations across the globe spread out in over 200 countries.
  2. Speed of delivery: Receivers in Kenya can visit any Equity Bank branch or select Equity agent locations to instantly receive cash sent to them.

• Complaints Handling Process

  1. Customer Visits any Equity Bank Branch.
  2. Bank Customer Service officer raises the issue on CRM, detailing the necessary information regarding the dispute.
  3. IMT officer receives the issue. If the issue should be resolved by the partner, IMT officer escalates to the MoneyGram customer support mail group for resolution.
  4. A case number is assigned for the raised issue, and this may be used for following up.
  5. Issues are acknowledged by the MoneyGram support team within 24 hours and resolved within 48 hours.
  6. Upon resolution of issue, IMT officer relays feedback to Customer service officer at the branch via CRM.
  7. Customer service office informs the customer.

How to Send Money to Kenya

• You can send money abroad to Kenya online, using Money Gram App or bank or agent at your resident country.
• You will be required to provide details of the recipient i.e. full name matching their ID. It is important that the details be accurate to facilitate recipient’s smooth cash pick-up.
• Ensure to keep a record of the 8-digit reference number you will receive and share it with your recipient for pick-up.

How to Send Money from Kenya

a.) Visit nearest Equity bank branch or select Equity agent with your original ID/valid passport and the recipient’s full name and their location as per their ID.

b.) Complete the MoneyGram transfer form and hand it over to the teller alongside the funds, inclusive of transaction fees.

c.) The teller will process the same and issue you with a reference number which you will share with the recipient.

• How to Receive Money in Kenya

  1. Visit nearest Equity bank branch or select Equity agent. Have with you the reference number (from sender), original ID/valid passport.
  2. Once the teller verifies the documents (shared above), you will review and sign the receipt form.
  3. You will be issued with the funds and a copy of the receipt.