Login to my account
Term Loan
Payday Loan
How it works
Term Loan
Payday Loan
FAQ
Branches
About us

FAQ

About Term Loan

  • How do term loans work?

    Whether you need extra money to buy your dream car, finish up renovations works or finance your university degree, term loans may help you get the money you need. We offer term loans between N$3,000 and N$30,000 repayable over 5 months.

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

    Yes, you can apply for a term loan on our website www.expresscredit.com.na.

  • Can I use this loan for my business, education or health?

    Yes, you can! Whether you need extra money that can be a useful financial instrument for start-ups, small and medium-sized businesses, medical or educational needs, our loans may help you get the money you need.

     

    We offer loans of up to N$30,000 that can be repaid over a period of 5 months, making it easy for you to access the capital you need to achieve your business goals. Just fill out our online application form, and we'll contact you with a suitable solution tailored to your needs.

About Payday Loan

General FAQs

Referral programme

  • How it works?

    Refer any friend who is not an ExpressCredit client and if they are approved for a loan then you will earn N$100 as a reward.

    The referral code has no expiry date and a limit of 5 uses.

  • How to get your referral code?

    If you are our client, go to your client profile under account settings and find your unique referral code or request a referral code from our call centre or any of our branches.

  • How to refer a friend?

    Give the referral code to your friend to use when they are applying at the branch or online. If at the branch just mention it to the loan officer assisting, you. If applying online then you will see an enter referral code box at the bottom of the application page.

  • How to get what I earn?

    Disbursements are done monthly to your bank account.

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. Please let us know your questions, comments or complaints 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 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

    Dear Esteemed Customer,

    We are committed to providing you with an excellent standard of service. However, we recognize that sometimes our service may fall short of your expectations and we want you to tell us so that we can address your concern(s) as quickly and smoothly as possible.

     

    What should you expect?

    1. We will record your complaint and provide you with a tracking number for reference purposes.
    2. We will attend to your complaint promptly and fairly.
    3. Your complaint shall be fully investigated and results communicated to you.
    4. The cause of the complaint will be identified and steps taken to prevent re-occurrence.

     

    How you can present your complaint?

    1. By filling in a complaint form through our website at https://www.expresscredit.com.na/frequent-questions.
    2. By phoning our Call Centre number 90 000 or 081 9500 500.
    3. By emailing us on [email protected].
    4. By visiting any of our branch offices and presenting your complaint to our Customer Service Officer(s) at the reception area or directly to the Branch Manager verbally or in writing. If you are sending a written complaint please provide your contact details so we can discuss your complaint with you.
    5. By presenting your complaint to Customer Service at our Head Office at 1st Floor, Mandume Park Corner of W.Kulz and Teinert Street, Windhoek Namibia

     

    How we deal with your complaint?

    1. We aim to resolve all complaints as and when we receive them.
    2. Depending on the nature of the Complaint, you may be asked to fill in or provide supporting documentation in order to facilitate investigation and resolution of the complaint.
    3. If the complaint requires further investigation and may take longer than 5 working days, we will send you a written acknowledgement within two (2) working days.
    4. If your complaint remains unresolved within Ten (10) working days, we will send you a written update.

     

    If, however, you are not satisfied with the way your complaint was handled within the 10 working days, contact the Chief Executive Officer at the following address:

     

    Chief Executive Officer

    ExpressCredit Cash Advance (Pty) Ltd

    1st Floor, Mandume Park

    Corner of W.Kulz and Teinert Street, Windhoek Namibia

     

    Every effort will be made to reach a reasonable and fair resolution promptly. However, if you are still not satisfied with our response, please complete and submit a Complaint Intake Form at any of our Express Credit branches/agencies and provide with any relevant supporting documentation to the Microlending and Credit Agreements Department of NAMFISA or by any of the following communication sources:

     

    FAX: (+264 61) 256 303.

    E-mail: [email protected]

    Postal address: The registrar / NAMFISA / Sanlam Building 8th floor / Independence Avenue / Windhoek.

     

    Refer to the e-mail complaint, particularly the date when it was sent. NAMFISA shall study the complaint and inform the complainant of the appropriate action.

     

    Thank you for helping us improve our services.

    Express Credit Management