Abo cyafasha
Members, authorised representatives and others entitled to raise a product or service concern.
Complaints, repayment help and account closure
Raise a concern, request repayment help or learn how to close an account through a clear, accountable process.
Urutonde rw’ibicuruzwaSobanukirwa iki cyiciro
Ibisobanuro birambuye by’uru rutonde biri mu Cyongereza.
Find the right route to raise a concern, request repayment help or ask about closing an account. These are different requests, so explain what you need and keep the reference provided. Your institution should explain the next step and how to seek further review. Acknowledgement is not resolution, and a hardship request does not automatically change an existing repayment agreement. Ask about remaining funds, liabilities and membership shares before completing an exit.
Ibyo cyakoreshwa
Unexpected charges, missing allocations, difficulty repaying, unsafe service or closing an account.
Uko wakomeza
Select request type and institution; submit minimum necessary facts; receive acknowledgement; await review/decision; escalate through the verified route if needed.
Ibyo wategura
Contact and transaction/account reference sufficient to investigate; sensitive evidence only through approved channels.
Ibibazo n’ibisubizo
Does asking for help stop my instalment?
Not unless the lender confirms an approved change.
Is closing an account the same as leaving the cooperative?
Not necessarily; savings, outstanding loans and share/membership exit have separate rules.
Ibyiciro bifitanye isano n’ibigo
Izi nzira zishingiye ku biri kuri paji z’ibigo; ntizemeza ibicuruzwa bihari ubu. Buri kigo kigomba kwemeza ibicuruzwa, ibisabwa n’uburyo bwo kubisaba.