Hi there,
First of all, thank you for trusting us as your financial partner. We’re grateful and also feel a deep sense of responsibility towards you.
Along with the rest of the world, we’ve been concerned about the rapid spread of the COVID-19 virus globally and the negative economic impact it will likely have. To continue to serve as many customers as possible whilst being responsible to the Carbon team, we’ll be making a few changes.
In summary:
- We are targeting 100% working from home for all Carbon staff to minimise the likelihood of infection. However, our support team will still be available 24/7 but via emails and social media only.
- To cater for an expected increase in loan requests, we will keep loan amounts constant on renewals and, in rare cases, loans might be reduced. It is important to us that we serve all those in need and trust that you will appreciate why this is necessary.
- With this change in our operations, repeat loan applications may also require some further review, but we’ll keep this to a minimum, and disburse as soon as we verify a few details.
Please read on for more information.
CONTACTING US
According to experts, the best way to slow the spread of the virus is to increase basic personal hygiene, such as washing hands and practicing social distancing.
As a careful measure to safeguard and support the Carbon team, we’re working towards ensuring that we can work from our homes, if need be.
This means that our call centre & phone lines may be unavailable for the next few weeks. During this period, we ask that you communicate with us using our social media and email channels, and less so via calls.
So save your airtime and send us your written enquiries — a dedicated support person will always be on the other end to assist you 24/7.
Reach us via email (Nigeria): customer@getcarbon.co
Reach us via email (Kenya): kenyacs@getcarbon.co
Contact us on social media (Nigeria): Twitter, Instagram & Facebook
YOUR LOANS
Unfortunately, in times of uncertainty like these, there is the possibility for an economic downturn which could negatively impact financial situations.
We’re focused on ensuring that, should this happen, we are not providing facilities that may cause undue strain on you.
Therefore, a few updates:
- We’re adjusting our maximum loan amount from ₦1m to ₦500,000 in Nigeria, while the maximum amount remains the same in Kenya. (Ksh 50,000)
We hope that this reduces exposure to large loans for our borrowers, and also ensures we’ll be able to help as many people as possible in these trying times. - We’ll also be slowing down loan increases for repeat borrowers, so it is possible that you may get the same or a lower-than-usual increase on your next loan offer.
- Some loan applications could experience brief delays in processing. We may contact a few customers to verify certain information — we’ll notify if this is ever the case for you. However, disbursements are still instant once approved.
While we understand that this may come as a disappointment, we must stress that we expect all this to be temporary, so please don’t worry too much. We’re still devoted to growing with you, and rewarding our best borrowers.
Events are moving rapidly and the Carbon team remains vigilant in monitoring the situation and taking actions as conditions evolve. We’ll communicate any updates with you as they come.
We’re grateful for your understanding and support, and wish you a calm and healthy next couple of weeks.
Chijioke Dozie, CEO
