Ria

Key Features

Customers in Kenya can receive money sent to them from over 165 countries globally by visiting any Equity Bank branch.

Benefits

1. Service easily accessible to senders via an APP, online – via the Ria Website, or by visiting over 600,000 Ria locations across the globe in over 165 countries.
2. Speed of delivery: Receivers in Kenya can visit any Equity Bank branch to receive cash sent to them.
3. Senders have access to competitive FX rates.

Requirements

• Receivers should provide valid KYC documents

Ideal for

• Receiving money from over 165 countries via cash pick up instantly at any Equity Bank branch.

• Service is also accessible to non-Equity customers.

Charges

• Beneficiaries are not charged to receive funds

Transaction Process

1. Receivers can visit any Equity Bank branch and present the transaction reference number shared by the sender alongside valid KYC document.

Complaints Handling Process

• Customer Visits any Equity Bank Branch. Bank Customer Service officer raises the issue on CRM, detailing the necessary information regarding the dispute.

• IMT officer receives the issue.

• If the issue should be resolved by the partner, IMT officer escalates to the Ria customer support mail group for resolution. 

• A case number is assigned for the raised issue, and this may be used for following up. Issues are acknowledged by the Ria support team within 24 hours and resolved within 48 hours.

• Upon resolution of issue, IMT officer relays feedback to Customer service officer at the branch via CRM. Customer service office informs the customer.