My card was taken by an ATM near my hotel in Kenya. Has this happened to anyone else? Solution?
I had my HSBC debit swallowed by an Equity Bank ATM in Mombasa on a Saturday. Since the branch was closed, I had to wait until Monday to ask about it. By then, they told me the card had been destroyed for security. I had to cancel and rely on my backup Wise card for the rest of my trip. Kenya is still very cash-based for taxis and local shops, so being without one card was tough. My advice: never use ATMs outside of branch hours.
This happened to me at a KCB ATM in Nairobi. I went to the branch the next morning with my passport, and after confirming my details, they returned my Monzo Visa quickly. The staff were polite and used to handling this, since it happens often with foreign cards. Equity Bank told me they follow the same procedure. I was glad I didn’t have to cancel, and it only took about half an hour. Nairobi branches are definitely the best place to sort it out.
In Kenya, most ATMs are operated by Equity Bank, KCB (Kenya Commercial Bank), and Cooperative Bank. If your card is swallowed, go to the branch with your passport and request retrieval. Equity and KCB usually keep cards locked inside until claimed during business hours. If it’s at a standalone machine, call the hotline number displayed on the ATM. Many banks will destroy unclaimed cards within 48 hours, so move fast and also block your card in your banking app until you know.
Yes, it happened to me in Nairobi, Westlands, at a KCB (Kenya Commercial Bank) ATM. The machine froze and swallowed my Visa. I went to the branch next morning with my passport, but they told me foreign cards aren’t returned. In Kenya, it’s safest to block your card and use a backup. Stick with Equity Bank, Co-operative Bank, or Standard Chartered ATMs inside malls like Sarit Centre or Yaya Centre, as those are more reliable for international cards. Always carry some Kenyan shillings in cash because matatus, markets, and even some hotels outside Nairobi prefer cash.
Cool, air-conditioned space at I&M Bank-felt great during the heatwave. Staff were super friendly too they helped me retrieve my card