FAQ

General FAQs

• What are the requirements for getting a loan?

  1. Age criteria: Applicants must be at least 21 years old or above.
  2. Valid identification: Applicants need to possess a non-expired ID document.
  3. Employment status: We assist individuals who are formally employed, including both permanent employees and contract employees.
  4. Bank account and card: Applicants must provide evidence of a bank account where their salary is regularly deposited on a monthly basis. Additionally, a bank card is required.
  5. Marital consent (if applicable): If married under communal property laws, spousal consent is necessary.

   

  The following conditions apply:

  Bank statement: Must not be older than 5 days

  Employment confirmation: Must not be older than 30 days

   

• What does your company do?

  ExpressCredit Botswana offers fast and affordable long term and open market loans to pensioners and individuals employed in the private and government sectors. 

• I live in a different location from your branches. How can I apply?

  • Apply online on our website www.expresscredit.co.bw                                                                                                      
  • Meet one of our direct sales agents                                                                                                           
  • Call us at +267 316 5512 
  • WhatsApp us at 77680081
  • Spot our shiny mobile unit in your area (Follow us on Facebook expresscreditbw for routes)            

• 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.

• How can I repay the loan?

  You can repay the loan by cash or card at the branch, bank transfer or mobile money.
  Bank transfer
  First National Bank Botswana
  Branch Name: Kgale View
  Account Number: 62617673761
  Branch Code: 284567
  Reference: ID number
  
  Mobile Money
  Orange Money
  1. Dial *145#
  2. Select Orange Money transactions
  3. Enter PIN
  4. Select “Pay”
  5. Select "Loans"
  6. Select “Express Credit”
  
  Mascom My Zaka
  1. Dial *167#
  2. Select 3 for “Pay Bill”
  3. Select 5 for Financial Billers
  4. Select 2 for Express Credit
  
  Cash or card payments
  Available at 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 +267 316 5512.

• What is your interest rate?

  ExpressCredit Botswana 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. 

• Do you assist students or self-employed people?

  Unfortunately, we currently do not assist students or self-employed individuals. Loans are available only to individuals who are formally employed and receiving a salary

• Do you offer purchase orders?

   We do not offer purchase order services. Check out How it works page to learn about the loan products we offer. 

• How can I receive money?

  You can receive the money you borrowed in your bank account and directly into your Orange mobile wallet.

• What are your working hours?

  Our branches are open Monday-Friday 08:00 to 17:00 and Saturday 08:30 to 12:30.

About Open Market loans

• How do Open Market loans work?

  Whether you need extra money to afford your dream car, finish up renovation works or finance your university degree, our loans may help you get the money you need. We offer loans between P2,000 and P50,000 to individuals employed in the private sector. Please contact us for other options available to pensioners and individuals employed by the government sector and MOU companies.

• Can I apply for a loan using your website?

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

• 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 P50,000 that can be repaid over a period of 36 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.

• What is the maximum tenure?

  The maximum tenure for individuals employed in the private sector is 36 months. 

About Long Term loans

• How do Long Term Loans work?

  Whether you need extra money for home improvements, building material, furniture, school fees, personal insurance, small plot purchases, holidays, debt consolidation, refinancing our loans may help you get the money you need. We offer loans between P2,000 and P400,000 to government (non-members) and Bllahwu employed individuals. Please contact us for other options available to pensioners and individuals employed by the government sector and MOU companies.

• Can I apply for a loan using your website?

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

• Can I use this loan for my personal needs, holidays or debt consolidation?

  Yes, you can! Whether you need extra money that can be a useful financial instrument for personal needs: home improvements, building material, furniture, school fees, personal insurance (e.g. medical, life and household), small plot (land) purchases, holidays, debt consolidation, refinancing our loans may help you get the money you need. 

  We offer loans of up to P400,000 that can be repaid over a period of 120 months, making it easy for you to access the capital you need to achieve your goals. Just fill out our online application form, and we'll contact you with a suitable solution tailored to your needs.

• What is the maximum tenure?

  The maximum tenure for all government employees who are non-members, Bllahwu employees and government pensioners is 120 months.

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.

• 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

• 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 reoccurrence.

  How you can present your complaint?

  1. 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 in writing. Your written complaint must contain your contact details so we can discuss with you.

  2. By filling in the complaint form through our website at: https://expresscredit.co.bw/complaint-form

  3. By phoning our Call Centre number: 316 5512

  4. By emailing us at: [email protected]

  5. By presenting your complaint to Customer Service at our Head Office at First floor, KPMG Building, Plot 64516, Fairgrounds.

  How we deal with your complaint?

  1. We aim to resolve all complaints as and when we receive them or within the time frame prescribed by the regulator.

  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:

  Chief Executive Officer

  First floor, KPMG Building

  Plot 64516, Fairgrounds

  P.O. Box 62244AD

  Gaborone

  Phone: 371 3900

  We will make every effort to reach a reasonable and fair resolution. However, if you are still not satisfied with our response, you may contact the NBFIRA | Non-Bank Financial Institutions Regulatory Authority by calling the following phone numbers: 368 6100 / 310 5295.

  Thank you for helping us improve our services.

  Express Credit Management