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FAQ

About term loans

About payday loans

General FAQs

  • What does your company do?

    ExpressCredit Namibia offers fast and affordable long term and short term loans to people employed in the private and government sectors.

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

    There are many other ways to apply for a loan with us. 

    • Apply online on our website www.expresscredit.com.na
    • Call us on 90000
    • Meet one of our direct sales agents
    • Spot our branded mobile unit in your area (Follow us on Facebook @ExpressNam for routes)
  • What are your working hours?

    Our branches are open Monday-Friday 08:00-17:00 and Saturday 08:00-13:00.

    Our call centre hours are Monday-Friday 07:00-18:00 and Saturday 08:00-13:00.

  • 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?

    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?

    A National ID card and Passport (not expired) qualify as valid identity documents.

  • How much is your interest rate?

    ExpressCredit Namibia always operates 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. 

  • How can I repay the loan?

    You can repay the loan by making a bank transfer or visiting the nearest branch to pay by cash or card.

    • 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 or card payment
          Available in all branches
      • PayToday app
        Pay directly via the PayToday app

    Please use your loan number or ID number as a reference to deposit funds. In case you have any questions, call us on 90000.

     

  • Do you assist students or self-employed people?

    Unfortunately not. We only offer loans to permanently employed people.

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