FAQ

General FAQs

• What does ExpressCredit Lesotho do?

  ExpressCredit Lesotho offers fast and affordable long term loans built for all permanently employed Government employees.

• I live in a different location from your branches, how can I access your services?

   

  • Apply online on our website www.expresscredit.co.ls                                                                         
  • Call us at +266 80044 444                                                                                        
  • Meet one of our direct sales agents                                                           
  • Spot our branded mobile unit in your area (Follow us on Facebook @ExpressCreditLesotho for routes)    

• What are your working hours?

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

• 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 application?

  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.

Long term loans

• How do long term loans work?

  ExpressCredit Lesotho offers long-term loans to government employees. M1,500 to M50,000 repayable over 3 – 48 months.

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

  Yes, the easiest way to apply for a loan is to use the application form on our website www.expresscredit.co.ls.                 

• How much is your interest rate?

  ExpressCredit Lesotho 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. 

• 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 M50,000 that can be repaid over a period of 48 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 loan term?

  The maximum loan term is 48 months.

• How can I settle my loan balance?

  You can repay the loan by a bank transfer. Please see below the bank details.

  • Standard Lesotho Bank
    Branch: City Branch
    Branch code: 060667
    Account number: 9080007336361
  • Nedbank
    Branch: Maseru Branch
    Branch code: 390861
    Account number: 11990109577
  • FNB
    Branch: Pioneer Mall
    Branch code: 280061
    Account number: 62844129800

  
  Please use your loan number or ID number as a reference to deposit funds.

  In case you have any questions, call us at +266 8004 4444. 

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 M100 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.

   

  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 to resolve my complaint?

  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