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FAQ

About long term loans

About short term loans

About loan repayments

  • If am unable to pay my loan on my due date, what can I do?

    ExpressCredit offers payment holidays where you can extend your repayment date in an event where you are experiencing unforeseen circumstances that affect your ability to pay on time.

    You can extend your repayment date for an additional 30days at only 20% of loan amount borrowed.

     

    Please see any of our customer service staff at the counter for details.

     

    Benefits to You:

    • You will not be recorded as a defaulting customer; your credit history with us still remains clean.
    • We shall not report you to the Credit Reference Bureau as not paying, therefore, your credit history with CRB remain clean giving you a good credit score.
    • You shall not incur any fees from late interest on late payments. Therefore, you only pay what is due, no additional charges.
    • Your credit score with us, will be higher including credit affordability limits, enabling you to borrow more money with us at the lowest attractive interest rates on the market.
  • Can I pay my loan in parts before due date?

    ExpressCredit provides flexibility in repayments by allowing you to pay in parts so that your loan is fully settled in full by the due date.

  • If I pay in parts and don’t complete repayment due by due date, what will happen?

    ExpressCredit will automatically extend your loan repayment to the following month, so that you are not in default. ExpressCredit will transfer the extension fee due from this extension from amounts received from you. If there is a balance, it will be carried forward to pay part of your loan repayment, thereby reducing outstanding balance.

General FAQs

Complaints

  • How to submit complaint?

    We put you - our customers - at the heart of everything we do, and we value your input. Your feedback is what helps us to improve services we offer and build strong communities together with our customers. 

     

    Please let us know any questions, comments or complaints you have about ExpressCredit by submitting a request online or at the branch. We are here to clear up any misunderstanding that may arise. We are committed to make things right and resolve any complaints you may have.

    How to submit complaint?

  • Complaint form

  • What will happen next?

    We strive to provide excellent customer service and resolve our customer complaints as quickly and fairly as possible. In case 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.
    Link: What will happen next?

  • How long will it take?

    Your satisfaction is important to us! 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

  • Complaints handling procedure

    Complaints Handling Procedure