FAQ

About long term loans

• How do long term loans work?

  Whether you need extra money to buy your dream car, finish up renovations works or finance your training, long term loans may help you get the money you need. We offer long term loans between K1,500 and K100,000 repayable over 2-12 months.

• Can I apply for a long term loan on your website?

  Yes, you can apply for a long term loan on our website www.expresscredit.co.zm.

• What is the maximum tenure for long term loans?

  The maximum tenure for people employed in the private sector is 6 months.

About payday loans

• How do payday loans work?

  We offer payday loans between K200 and K10,000, generally due in full on your next pay date. These loans are designed purely for short term use to help you in a financial emergency. 

• Can I apply for a payday loan on your website?

  Yes, you can apply for a payday loan on our website www.expresscredit.co.zm.

About loan repayments

• How can I repay the loan?

  You can repay the loan by a bank transfer, mobile money or cash at the nearest branch.

  • Bank transfer

  First National Bank Zambia Limited: 0062684077409  
  Absa Bank Zambia Limited: 0200161465526  
  Stanbic Bank Zambia Ltd: 9130000664409  
  Zambia National Commercial Plc: 5377971500154  

   

  • Mobile money (check out the FAQ 'How can I repay the loan with mobile money?')

  Zamtel: dial *344# and enter the merchant code - 33340
  Airtel: dial *788# and enter merchant code - EXPRESS 
  MTN: dial *303# and enter merchant code - 333400   

   

  • Cash

  Available in all branches

  Please use your loan number or ID number as a reference to deposit funds. In case you have any questions, call us at 3334.

   

   

• How can I repay the loan with mobile money?

  There are different mobile money providers you can choose from to repay your loan. 

  • Airtel

  Step 1: Dial *788#

  Step 2: Select option 4 ‘Make Payment’

  Step 3: Select option 5 ‘Goods&Services’

  Step 4: Select option 1 ‘Enter Merchant Code’

  Step 5: Enter business name ‘EXPRESS’ (this isn’t case sensitive)

  Step 6: Enter amount

  Step 7: Enter reference

  Step 8: Enter PIN

   

  • Zamtel

  Step 1: Dial *344#

  Step 2: Select option 4 ‘Pay Bill’

  Step 3: Select option 6 ‘Merchant Payments’

  Step 4: Select option 1 ‘Pay by Merchant Code’

  Step 5: Enter merchant code ‘33340’

  Step 6: Enter reference/account number (your loan number)

  Step 7: Enter amount

  Step 8: Enter Zamtel

   

  • MTN

  Step 1: Dial *303#

  Step 2: Select option 2 ‘Pay Bill’

  Step 3: Select option 6 ‘Retail payment’

  Step 4: Enter merchant code ‘333400’

  Step 6: Enter amount

  Step 7: Enter reference (your NRC number)

  Step 8: Enter PIN

General FAQs

• What does your company do?

  ExpressCredit Zambia offers fast and affordable long term and payday loans to individuals employed in the private and government sectors.

• I am in a town with no branch. How can I apply?

  • Apply online on our website www.expresscredit.co.zm.                                                                         
  • Call us at 3334                                                                                       
  • Meet one of our direct sales agents      

   

• What are your working hours?

  Our branches are open Monday-Friday 08:00-17:00 and Saturday 08:00-15:00.

  Our call centre hours are Monday-Friday 07:00-18:00 and Saturday 08:00-15:00.

• I do not have one of the required documents. Can you make an exception?

  Unfortunately, we can't make an exception, and you need to submit all the required documents to apply. 

• How long does it take to process the loan application?

  If you have all the documents in place, we will have your application approved the same day.

• What identity documents do I need to apply for a loan?

  National Registration Card, passport, driver's license (not expired) qualify as valid identity documents. For non-citizens, an ID document or passport (not expired) and a work permit are required.

• What is your interest rate?

  We always operate according to responsible and affordable lending principles. Our interest rates vary and are subject to credit history, affordability, and other relevant criteria. Please get in touch with us to learn more. 

• Are loans available to business people?

  Unfortunately not. We only offer loans to people with permanent and contractual employment (for a minimum of 3 months).

• Can I get a loan in cash?

  Yes, you can simply go to the branch and withdraw in cash. In this case, you will be required to present your ID.

Complaints

• How to submit a complaint?

  We put our customers at the heart of everything we do. Your feedback is what helps us to improve our services and build a strong community. We are committed to make things right and resolve any issues you may have. Would you please let us know your questions, comments or complaints you have by submitting a request online or at the branch?

   

  Please click on the link to go to the online form.

• What will happen next?

  We strive to provide excellent customer service and resolve our customer complaints as quickly and fairly as possible. If our investigation takes more time than expected, we will get in touch with you to inform you of escalation options. In any case, we will provide our final answer in five working days and explain the assessment process and the decisions we have made.

   

  We will do our best to resolve your complaint at the earliest opportunity and would ask you to provide a written confirmation that your claim has been addressed to your satisfaction.

   

• How long will it take?

  Our complaint resolution process is anything but straightforward. We assure you that we investigate complaints fairly, diligently and promptly. Our team follows up with our customers to make sure they are satisfied.

  Sometimes we need more time or to obtain additional information, but we keep our customers up to date on the progress and measures of the complaint’s resolution. Depending on the level of resolution, the complaint is resolved within 24 hours, 48 hours or five working days.

   

  Complaint Line	Responsible	Time Frame
  First Level Resolution	Customer Care Officer/First Level supervisor	24 hours
  Second Level Resolution	Head of supporting Unit/Call Centre Manager	48 hours
  Third Level Resolution	Country Manager	5 working days

  * If your complaint remains unresolved within ten (10) working days, we will send you a written update.

• Complaints handling procedure