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FAQ

About payday loans

About term loans

  • How do term loans work?

    We offer loans between N$3,000 and N$30,000. These are also known as Express Loans. The loans are payable within 2 to 5 months.

  • What is the maximum amount I can borrow with a net income of …?

    For all the loans, the value we can disburse to you is dependent on several factors including your net pay, credit history and other obligations. Otherwise, the maximum amount you can borrow is limited. We therefore recommend that you visit one of our branches to receive personalized advice after an assessment is carried out.

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

    Yes!

  • Are long term loans available to business people?

    Unfortunately our target market is those who are in employment. This is because our loans are unsecured and our administrative and recovery procedures are designed for this purpose.

  • What is the maximum tenure?

    The maximum tenure is 5 months for our term loans.

  • How can I repay the loan?

    ExpressCredit accepts a variety of payment options for you to choose from and repay your loan.

    • Bank transfer:
      First National Bank
      Branch Name: Windhoek Branch
      Account Number: 62259071068
      Branch Code: 280172

      Standard Bank
      Branch Name: Windhoek Branch
      Account Number: 60002056525
      Branch Code: 082372

      Bank Windhoek
      Branch Name: Kudu Branch
      Account Number: 8005359326
      Branch Code: 082372

      Nedbank
      Account Number: 11990183777
      Branch Code: 461617

     

      • Cash
        Available in all branches to branches

     

    *Use your Loan number as a reference when depositing funds.

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

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

  • Complaints handling procedure

Referral

  • Who can refer a friend?

    All customers who have received their unique referral code can refer their friends. If you are a customer of ExpressCredit but you have not received your unique referral code please contact us and we will provide it to you.

  • Does the code expire?

    No, this code is unique and permanent assigned to you, it wont change and wont expire.

  • What is an eligible referral?

    You can refer all your friends who are employed, at least 19 year old and are not customer of ExpressCredit already. Eligible referral is a full application submitted at one of our branches: Filled in application form, ID, 3 months bank statement and last stamped payslip. We pay for all full applications regardless if the loan gets approved or not.

  • How can I get my money?

    When the loan officers will process the application and confirm it as eligible you will get a text message confirming that your money has been disbursed in your bank account. If you wish to receive your money in a different bank account than the one you used to apply for a loan with us please contact us.

  • Is there a limit of friends I can refer?

    There is no limit on referrals!

  • I don’t remember my code?

    You can always contact us to get your code resent either to text message, email or just over the phone.

  • How much you pay per referral?

    We pay flat 50NAD fee per every eligible referral.