Complaints

Tell us by email at hello@digitmonie.com with “Complaint” in the subject, or call support@digitmonie.com, or write to DigitMonie Limited, 123 Innovation Drive, Victoria Island, Lagos, Nigeria.

To help us resolve it quickly, include:

• your name and the phone number or email on your account;
• your loan reference (it starts with LN-), if it's about a loan;
• what happened, when, and what you would like us to do; and
• any screenshots or receipts.

Never send us your password, PIN or one-time codes. We will never ask for them.

1. Within 1 working day we acknowledge your complaint and give you a reference.
2. Someone who wasn't involved in the original issue looks into it, and may contact you for more information.
3. Within 10 working days we send you our response in writing, explaining what we found and what we will do. If we need longer, we tell you why and when to expect it.
4. If we got something wrong, we put it right. That can mean correcting your records or credit report, refunding charges, waiving fees, or adjusting your repayments.

If your complaint is about money you owe, tell us and we will pause collection contact about the disputed amount while we investigate. Please keep paying any part you don't dispute, to avoid late fees and credit bureau reports.

If you aren't happy with our response, or haven't heard from us within the time above, you can escalate your complaint to:

• The Federal Competition and Consumer Protection Commission (FCCPC), which licenses and regulates DigitMonie as a digital lender. You can file a complaint through the FCCPC's website or offices.
• The Nigeria Data Protection Commission (NDPC), for complaints about how we handle your personal information.

Using our process first usually gets the fastest result, but you can go to the regulator at any time.

Making a complaint will never affect how we treat you, your loan limit or future applications. We use complaints to improve, and we report on them to our regulator when required. If you think one of our staff, or anyone acting for us, has broken the collection rules in our Loan Terms, please tell us straight away.