Document No.:             1220/2202 Vol. III

Document Category:  Credits & Loans

Document Title:            Stage I Recovery Procedure 

Written By:                     Fibiyisola A. Mustafa

Date:                             May 2020


Overdue debts arise from non-liquidation of loan advances within the agreed time or for failure to settle unpaid accounts for goods & services supplied.

When a borrower defaults on an Aposhashamura loan, we make attempts to resolve the dispute by following these steps:



Recovery Processes

Corresponding Action

Customer Expected Call to Action

If Borrower complies

If the Borrower fails to comply

Stage I

Step 1

Within 24-48 hours of loan expiration, a Customer Service Agent contacts the customer by Email/Phone/SMS/Whatsapp Messaging to inform the borrower of the overdue status & demand the loan be liquidated immediately. 

The CSA has the permission to negotiate with the borrower & grant a seven (7) day leeway from the initial day of contact

Borrower is expected to make full loan repayment within the seven (7) days grace period


The process is completed

Stage I Step II is initiated


Step 2

The CSA contacts the borrower at expiration of the first break. 

The CSA has the added permission to grant additional seven (7) days to the previous leeway, making a total of 14 days

Customer is expected to make full repayment within the 14 days grace period

The Process is completed

Stage II is initiated