Complaints Procedure

ExaktPay takes all complaints seriously. We are committed to resolving every concern fairly, transparently, and promptly.

Submit Your Complaint

Contact us via phone, WhatsApp, or email (details on our Contact page) and clearly describe your complaint. Please include your full name, NRC number, loan reference (if applicable), and a description of the issue.

Acknowledgement

We will acknowledge receipt of your complaint within 2 business days. You will receive a reference number for tracking purposes.

Investigation & Resolution

We will investigate your complaint thoroughly and aim to provide a full response within 10 business days. If the matter is complex and requires more time, we will keep you informed of progress.

If You Are Not Satisfied

If you are not satisfied with our response, you may escalate your complaint to the relevant regulatory authority in Zambia. ExaktPay fully cooperates with all regulatory oversight as required under the Moneylenders Act, Cap 398.

We are committed to fair outcomes and will always seek to resolve complaints in a manner that is just and reasonable.

Have a complaint or concern? We're here to help.