BPR Bank Customer FAQs - English

• Who owns BPR Bank Rwanda?

  KCB Group PLC completed the acquisition of a majority shareholding in Banque Populaire Du Rwanda PLC (BPR) in August 2021. This means that BPR Bank Rwanda is now owned and is a member of KCB Group.

• Who is KCB Group?

  KCB Group PLC is the leading financial services provider in East Africa by assets with a balance sheet base of US$ 11.22 billion as of September 30, 2021. KCB Group has presence in six countries and a representative office in Ethiopia. KCB Group’s growth strategy is premised on both organic and inorganic plans and continues to seek opportunities that increase shareholder’s value.

• Is BPR Bank a Merger?

  BPR Bank is now a single banking entity in Rwanda merging from KCB Bank Rwanda and Banque Populaire du Rwanda.

• Why did you decide on BPR Bank as the new brand?

  We know how important a decision like this is, and, before coming to any conclusions, we consulted widely with employees, customers, and other stakeholders across Rwanda. The outcome of these discussions was that we needed one brand to unite all our operations across Rwanda. The BPR brand is already well-established and well-known in all parts of the country with a strong Rwandan heritage.

• Can I have confidence in banking with this new bank as I have had in KCBR or BPR?

  KCB Group is committed to building on BPR’s heritage and KCBR achievements in Rwanda and the strengths that we already have in the region. We have a deep history and local knowledge in Rwanda. Our main products and services haven’t changed. Our customers can bank with us as confidently as they always have.

• Will my money be safe with this Bank?

  You can bank with us as safely as you always have. KCB Group is one of the largest banking groups in Africa, with a balance sheet of more than USD 9.8 billion, as well as new systems with robust security provisions.

• I can see KCB Bank and BPR branding here and there. When will the change to BPR Bank be complete?

  Given the operational complexity of our name change, there will be a period where the KCB Bank and BPR will co-exist. We will fully transition to the BPR BANK brand and core banking system in due course.

• Will BPR Bank remain a community focused bank?

  KCB Group identified BPR as a bank that it could combine KCB Rwanda with, to build a bank with the long and deep history of BPR has along with the innovation and strength KCB brings to offer a compelling proposition to customers in Rwanda. The new entity will continue offering services and solutions on Corporate, Retail (Consumer) and SME Banking.

• What services will be available across the two banks under BPR Bank?

  You will be able to use any of the below services at any of our branches:

  • Cash Withdrawal - LCY
  • Cash Withdrawal - FCY
  • Cash Deposits - LCY
  • Cash Deposits - FCY
  • Funds Transfer Debit
  • Funds Transfer Credit
  • Regional Payment via East African Payment System
  • Balance Enquiry

• Will you be issuing new cheque books?

  All cheque books issued from 1st April 2022 onwards will be branded with the new BPR Bank brand identity. BPR Plc and KCB Bank branded cheque books will continue to be valid until they expire, at which point we will replace them with a BPR Bank branded cheque book.

• Will you be issuing new cards?

  All new cards issued from 1st April 2022 onwards will bear the BPR Bank brand identity. KCB Bank branded cards will continue to be valid until they expire, at which point we will replace this card with a BPR Bank branded card.

• Will there be any branch closures?

  We will evaluate the suitability of the branch network, establish overlaps as well as location gaps and make suitable recommendations thereafter.

• Will I be able to transact in at any Branch, Agent and ATMs?

  You will be able to continue using your current preferred channels to transact. Any changes on the current setups will be communicated beforehand.

• Will the ATMs operate differently?

  No, although they will look different. While our colours and bank name may have changed, the way you bank won’t change.

• Will my card/account, etc. still work?

  The process of having merged BPR and KCBR in Rwanda to BPR Bank does not affect the functionality of products or services. Your account and cards will continue to work as they always have. Any changes will be communicated beforehand.

• What will happen to my mobile/internet banking?

  You will be able to continue using your current Mobile or Internet Banking channel to transact. Any changes on the current setups will be communicated beforehand.

• What if I have accounts/facilities in both BPR and KCB Rwanda?

  You will have the option to retain the accounts/facilities as they are or explore options to amalgamate. The RMs/Branch Managers will provide guidance on how to do this.

• Will my Teller, Relationship Manager / Branch Manager change?

  There will be no immediate change in your RM / Branch Manager. As the integration process progresses, if there are any changes to your Relationship Manager or Branch Manager, this will be communicated.

• What will be the benefit for customers arising from the new Bank?

  • Customers will see significant benefits arising from the new bank from both products offering and service delivery.
  • Customers will be able to enjoy banking services in any country KCB Group operates in and be served as if they are their home branch.
  • We will undertake investments in technology infrastructure to enable new services and improve on service delivery.
  • In addition, there will be full digitization of financial services and access to KCB Group balance sheet to syndicate large projects.

• Will I be able to walk into any branch of KCBR or BPR and get served?

  Customers from BPR will be able to walk into any KCBR Branch and get served as if they are in their local BPR Branch and the same shall apply to current KCBR Customers until the full merger is complete.

• What should I do as a customer to adopt to these changes?

  You do not need to do anything as a result of the changes you’re seeing or hearing. If anything changes that may require your attention, the bank will communicate it beforehand.

• Will the name change affect products and services?

  No, our name change will not directly affect your existing products or services. In fact, you can look forward to new and innovative products and services.

• Will my banking app still work?

  Your branded banking app will work until the name change date after which you will need to download our new BPR Bank branded banking app.

• Will I be able to access all my banking services without interruption?

  We are working hard to ensure a smooth transition of all our systems with minimal interruption to our customers. We apologize in advance should there be any inconvenience to you whatsoever.

• Will I be required to change my account details?

  No, you will not be required to change your banking details at any point during our name change.

• Is the SWIFT code going to change?

  Our SWIFT codes [BPR & KCBR], address, telephone and fax numbers remain unchanged. From our name change date, all references will be to BPR Bank.

• Will my bank charges/rates be changing?

  Bank charges and rate changes happen from time to time. However, any changes to bank charges or rates will not be a result of our merger but will happen as part of our normal course of business.

• Will this affect the current loan agreement I have with KCBR or BPR?

  There will be no change to your current loan agreement with either bank. The contracts will not require change now or in the future.

• If I suspect my account has been compromised, who should I call?

  If you suspect that your account has been compromised or If your card is lost, stolen, retained or jammed while using the ATM, call our Contact Center on +250 788 140 000 or +250 788 187 200.

• What measures are being put in place to protect customers from fraudulent activities?

  We urge customers to be particularly vigilant during this time, as fraudsters are always looking for opportunity to obtain important personal information. We will not be asking customers for any information, nor will we need them to update any of their personal account information or details as a result of this change. We have made a concerted effort to ensure that safety and anti-fraud messaging is included in all our communications around our name change.

• What must I do if I receive an email or link asking me to provide my account details and information?

  We will not be asking customers for any information nor will we need you to update any of your personal account information or details as a result of this change.

• In case i need to reach out to my Bank during this period, who can I contact for more information?

  If you have a specific query or have a question that has not been answered, you can always reach out to us via our Contact center on numbers and email below or speak to any of our branch staff. BPR Bank Contact center:

  • T. +250 788 187 200 / +250 788 140 000
  • E. [email protected] / [email protected]

• Will the website and social media handles change?

  Yes, they are changing, and you will be able to interact with us and get the latest news on the bank’s products and services via these digital platforms: Website: www.bpr.rw

  • Twitter: @bprbank and @bprbankcares
  • Facebook: @bprbank and @bprbankcares
  • Instagram @bprbank and @bprbankcares
  • Youtube: bprbank
  • Linkedin: bprbank