Suggested mail subject/Titles

We are kindly requesting your good offices to be aware and start to use below suggested Headings/Subjects for the mails that you send to support@credable.io , mgodisupport@credable.io or tickets via portal Credable Support so as to make the process of sorting them easier and less tediousness  as by using them will automatically forward your query to a responsible staff/personal to sort and support to respond accordingly. You can add your Reference (SR Ref#) number (eg REVERSAL REQUEST -A2-Y13F-MVQ75T)

A:DEVICE FINANCING

1. REVERSAL REQUEST-All queries on which for one reason or the other,Credable Support, Agents suggests or customer needs downpayment to be refunded back to the customer.

2. IMEI WHITELIST-Request to whitelist the device before/when disbursing.

3. DOWNPAYMENT FAILURE -When customer paid downpayment but can not be seen.

5. STOLEN/LOST/BROKEN DEVICE-Queries for all claims for insurance payment to the lost/broken device.

6. DEVICE FAILURE TO LOCK-When sending a query for a device which fails to have lock (paytrigger/Trustonic) and goes straight to opening applications use this heading.

7.REPAYMENT FAILURE- Use this when sending queries for the customers claiming to make repayment but the device is still locked.

B.MGODI Queries

1. CAN'T SUBSCRIBE ON MGODI -Consists of all queries whereby the customer is trying to subscribe in Mgodi but fails.

2. FAILED TO MOVE FUNDS-All the queries whereby the customer fails to withdraw funds from MGODI Dunduliza/Fixed deposit .

3. INCORRECT BALANCE-Queries which results in Difference in customer's statement balance vs account balance.

4. DOUBLE DUNDULIZA ACCOUNT-This appears when Customer is having two Dunduliza accounts which leads to failure for customer to make withdrawals.

5. FAILURE TO ACCESS LOAN-When customer is subscribed and given limits but loan request fails.

6. LOAN PAID BUT NOT CLEARED-For loan instalments which have already paid but the repayment transactions are not affected in the customer's loan account.

7. ACCOUNT NOT CREDITED-All Dunduliza and/or Fixed Deposits made by Customer BUT are not promptly deposited in customers accounts.

8. OVERCHARGED-Mgodi payments to be refunded after the customer has been penalized or affected by double repayment.

9. LOAN NOT FOUND-When Vodacom/Mpesa Support channels do not see customer loan account/status on the dashboard/toolkit .

10.ACCOUNT NOT FOUND-When Vodacom/Mpesa Support channels do not see customer Savings/Fixed account/status on the dashboard/toolkit .

Please forward the link to every staff member who is responsible for escalating queries/mails to Credable.

Thank you very much for your esteemed cooperation and understanding