IVR Account Balance Check

• What are the numbers to call to get this service?

  To access the account balance check service, customers need to call the KCB contact centre on 0711087000/0732187000 and follow the prompts.

• Is this service available to every KCB customer or account holder?

  At the moment this service is only available to holders of KCB personal accounts only.

• How do I register for a self service account?

  Call the customer service line. After selecting language and inputting your ID, you will be transferred to the contact centre for a self serve account creation. You will then be asked to create a PIN which you will use to each time you need to access the account balance check service.

• What languages are available in the prompts?

  You can select between English and Kiswahili voice prompts.

• What happens if I forget my PIN or want to change it?

  The IVR allows you the option to change your self serve PIN.

• What information do I need to provide to register for this service?

  If calling with a different number from the one registered with the bank, you will need to provide your registered phone number. You will also need to provide your ID number and Account number which will be matched to your phone number.

• Can I access any other account information with this service?

  This service is solely dedicated to account balance information through voice or SMS.

• Is this process safe? How do you ensure that it’s me and not someone posing as me?

  While going through the process, you will be transferred to the contact centre KYC for authentication before you proceed to create an account and a self serve PIN.