Forum > Borrower Questions > timely repayment increase Forum Guidelines

  • Daisy Cheruiyot
    Nakuru, Kenya

    Jun 2, 2018

    I was told if my loan is repayed by 11 june I will get a timely repayment increase, of 3000 but I was never given one after I paid my loan before june 11,
    and kindly don't mention my ontime repayment rate of 75%,what I am talking about is different from the loan increase one gets when they have above 90% on tie repayment rate. the timely repayment rate of 3000 was not given to me after I paid in time,why??


    • Country Liaison
      Laurie
      United States

      Jun 2, 2018

      Daisy,

      I saw your Support Ticket in the system, which already has been assigned to someone else. I see that you had received a reply which unfortunately indicated that the Country Liaison originally assigned to it had misread your ticket. Rest assured that you will receive a new reply to your ticket. In fairness, and as everyone else has to be, please be patient. I'm sure that the person to whom it is assigned will reply as soon as possible.

      Reminder: goyimei.info/forum-threa...
      [forum-thread/2342#comment-8213]

      Another forum moderator sometimes allows account-specific inquiries in here, in error, which is what happened again in this case. In fairness to other borrowers who, as mentioned previously, wait their turn in the Support-Ticket system, please only send in a Support Ticket for this type of inquiry in the future.

      Thank you.

      • Granvile Wambugu
        Gateiguru, Kenya

        Jun 4, 2018

        My case is similar to this. I was supposed to get a loan credit limit increment if I paid my loan by 4th (Today). So I made my final payment on 2/6/18 buy has not yet reflected. Consequently, my loan limit still remains the same. Kindly assist.


        • Country Liaison
          Laurie
          United States

          Jun 4, 2018

          Kindly read the above information, and then if you have not already done so, please send in a Support Ticket for assistance with this account-specific issue. Thank you.



  • Granvile Wambugu
    Gateiguru, Kenya

    Jun 4, 2018

    How do I create a support Ticket?


    • Volunteer Mentor
      Fitri Fauziyah
      Kota Surabaya, Indonesia

      Jun 4, 2018

      go to this page : goyimei.info/borrower/help
      choose suitable ticket for your problem, - no, I'd like to ask help

      support ticket usually responded within 3-5 business days, monday-friday US eastern time. So, please wait their reply.

      Translated by Google     Show original

      go to this page : goyimei.info/borrower/help
      choose suitable ticket for your problem, - no, I'd like to ask help

      support ticket usually responded within 3-5 business days, monday-friday US eastern time. So, please wait their reply.


      Laurie likes this.
      • Granvile Wambugu
        Gateiguru, Kenya

        Jun 7, 2018

        Thank you. I created the support ticket. Waiting now


        Laurie and Fitri Fauziyah like this.
        • Country Liaison
          Laurie
          United States

          Jun 7, 2018

          Oh, I'm so glad to hear you've been able to create a Support Ticket now, Granvile. Very glad to know that option is working in your account!

          Also, thank you so much for your understanding and your patience.


    • Country Liaison
      Laurie
      United States

      Jun 4, 2018

      I apologize, Granvile. I didn't realize you didn't know how to create a Support Ticket.
      Thank you, Fitri, for providing that additional information for him! :-)


      Fitri Fauziyah likes this.
      • Granvile Wambugu
        Gateiguru, Kenya

        Jun 5, 2018

        I have tried to create a support ticket in vain. I keep being directed to posting on these forums. Anyway, my repayment amount has reflected although my loan limit is still the same even after paying before the due date.Kindly assists.


        • Country Liaison
          Laurie
          United States

          Jun 5, 2018

          Hmm, that's strange. You should not be getting directed to post in the Forum for *account-specific* issues.

          Please read this post, below:
          goyimei.info/forum-threa...

          --> Please note that there is a limit to the number of pending Support Tickets you can have at a time. If you have reached your limit, then you would need to wait until the Country Liaison(s) to whom your pending Support Ticket(s) currently is/are assigned answers you.

          --> Unless you have a screenshot to attach to the ticket, or more details to add about your case, please never send in another Support Ticket on the same topic again as a Support Ticket that's already pending in the system until *after* you have received a reply.

          --> In your case, however, since you haven't ever created a Support Ticket yet, then if you believe there is a technical issue preventing your ability to create one, please send an email to "[email protected]" and we would ask our Technical Team to look into that possible problem for you.

          Thank you.



  • Country Liaison
    Laurie
    United States

    Jun 4, 2018

    FAQs:

    Please see: goyimei.info/faq#faq-39
    "...If you need direct assistance from Zidisha staff, you may use the Help page of your account to create a support ticket."


    FORUM:

    The Forum is intended only for *general* inquiries.

    As Joost mentioned, please read the Forum Guidelines:
    "...Prohibited use of the Forum includes: advertisements or promotions, including appeals to fund one's own or a friend's loan application; appeals to Zidisha Staff to expedite loan review or take any other action; any non-public personal information, such as private email addresses or phone numbers..."


    BORROWER "DISCUSSION" PAGES:

    --> Note that the borrower Discussion page is *not* the correct place to ask the Staff for help.

    --> (Although some Staff members also are lenders, most lenders are *not* on the Staff.)
    --> (Lenders cannot help you with your account.)

    --> A support ticket always is the correct place to ask the Staff for help with *account-specific* inquiries.
    --> Visit the "Help" link in your account to create a support ticket. (First, read the "NOTE" section below.)

    Borrowers can solicit funding from lenders by posting a message on the Discussion page. (However, please keep in mind that it's usually not a good idea to post frequently for that purpose. One or two posts like that, if any at all, per loan funding, probably is a good "rule of thumb".)

    Discussion pages are mainly for borrowers to communicate with lenders about the progress of their project, and about other aspects of their lives if they wish. It also is a place for lenders to communicate about their own lives, as well, if they choose to share.

    Volunteer Mentors also send in comments for publication on their mentees' Discussion pages to update the lenders about their attempts to contact a borrower (and/or their attempts to contact the borrower's references), if, for example, the borrower's scheduled payment is late.

    Borrowers themselves also can use the Discussion page to let their lenders know why they are reducing or increasing the amount of their installment, or why they are late with a payment, or to communicate to their lenders that they've made a payment which the Staff has not yet posted to the account, if the payment hasn't appeared there after three full business days. (Zidisha's official business days are Monday through Friday, U.S.A. Eastern Time-Zone.) Whenever mentioning a payment to lenders, only the amount paid & the date paid should be mentioned. All other details should be sent in to the Staff on a Support Ticket.

    Anytime a member of the Staff happens to notice borrowers or VMs (or lenders) asking the Staff for help on borrower Discussion pages--(which, btw, are not monitored on a regular basis, the way that Support Tickets are)--they are supposed to direct borrowers and VMs to send in a SUPPORT TICKET for any *account-specific* inquiries, and are supposed to direct borrowers and lenders to the FORUM for any *general* inquiries, in order to avoid confusion about where the correct places are for borrowers (or lenders) to ask for help.*

    *(The VERY FEW EXCEPTIONS are if the borrower cannot access his/her account due to a technical bug, or if the lender needs to communicate any sensitive information, then ONLY IN THOSE CASES, the individual should be directed to send an email to "[email protected]".)


    FORUM MODERATION:

    Please see the attached screenshots of:

    - the drop-down box of reasons (created by Julia) (Zidisha's Director) for declining a post for publication in the Forum (one of those listed reasons is "Appeal to Zidisha Staff", which I have selected as an example); and

    - the default reply (created by Julia) for the "Appeal to Zidisha Staff" reason for declining the post for publication. (We are allowed to modify the default reply, which I often do, to provide more detail about why it's declined, the correct place to submit the inquiry, and the need to be patient for a response from the Staff and why that is.)**

    **NOTE: Whenever a borrower is re-directed from the Forum to create a Support Ticket, if there is no subject option available for the specific topic, the borrower still can send in a ticket about a different topic (choosing something close from the topic selections, if possible; or just choosing any subject if nothing close is available), and then type the concern and/or the question in the space provided.


    CLARIFICATION:

    Any particular borrower's account-specific issues that have appeared in the Forum have appeared publicly in the Forum only because of errors on the part of newbie staff members who unfortunately allowed publication of those inquiries when they shouldn't have done so. (Only the Director can delete other people's posts from the Forum, and she does not usually have time to do that.)

    Apologies for any confusion.



  • Zidisha Volunteer
    dave2319
    United Kingdom

    Jun 5, 2018

    Granvile, I see you were having problems creating a support ticket, and Daisy I see you've received mixed answers about this by support ticket. I think it would also be useful to post the answer here anyway, so... to qualify for the timely repayment increase it's necessary to have an on-time repayment score of at least 90% - the same requirement as for an increase in base credit limit.


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    • Volunteer Mentor
      Fitri Fauziyah
      Kota Surabaya, Indonesia

      Jun 5, 2018

      @Dave,
      Is there any change about this? Because someone said to me that this day base credit limit will only increase if they fully repay the loan at certain date only, if the borrower fully repay the loan pass certain expected date, the base credit limit will still the same as their current loan. That`s what credit limit page information on one of borrower. And this borrower ontime score is 100%.
      Also, I met one borrower whose credit limit constantly amount $1 for 6 consecutive of loan. I have advice him to make a ticket so he will get advise how to find the solution concerning his limit. His ontime score is 14%. At first I thought because he paid too early. But, if he paid early, it is my understanding that he supposed to be still get early repayment bonus as I think he still have no minimum time to hold his loan at that amount of loan.
      I`ll advice this borrower again to consult from his ticket. But its still strange what happened to him concerning his limit. Thanks.

      @Laurie
      Probably,Grenvile choose 'other ticket'. As I have mention before, 'other ticket' ask us to make a thread in forum. If he choose technical ticket,I think he will succed. I always choose technical ticket for 'other matter' that not related to the other six ticket (fraud activity, intent to be a vm, report for uncredited payment, disbursment fund not received yet, MLF refund, and other)

      Translated by Google     Show original

      @Dave,
      Is there any change about this? Because someone said to me that this day base credit limit will only increase if they fully repay the loan at certain date only, if the borrower fully repay the loan pass certain expected date, the base credit limit will still the same as their current loan. That`s what credit limit page information on one of borrower. And this borrower ontime score is 100%.
      Also, I met one borrower whose credit limit constantly amount $1 for 6 consecutive of loan. I have advice him to make a ticket so he will get advise how to find the solution concerning his limit. His ontime score is 14%. At first I thought because he paid too early. But, if he paid early, it is my understanding that he supposed to be still get early repayment bonus as I think he still have no minimum time to hold his loan at that amount of loan.
      I`ll advice this borrower again to consult from his ticket. But its still strange what happened to him concerning his limit. Thanks.

      @Laurie
      Probably,Grenvile choose 'other ticket'. As I have mention before, 'other ticket' ask us to make a thread in forum. If he choose technical ticket,I think he will succed. I always choose technical ticket for 'other matter' that not related to the other six ticket (fraud activity, intent to be a vm, report for uncredited payment, disbursment fund not received yet, MLF refund, and other)


      Laurie likes this.
    • Country Liaison
      Laurie
      United States

      Jun 5, 2018

      Yes, I see that, and it's unfortunate that Daisy has received mixed answers via support ticket. :-(

      Thanks, Dave, for helping further, although it could have been done in a reply on one of her support tickets. ;-)

      --> Many borrowers are confused enough about where they are supposed to ask which types of inquiries, and when we don't point them to the correct area and then when we ourselves answer in the area not intended for the type of inquiry being addressed, we contribute to further confusion... IMHO, we shouldn't do that.*


      Fitri, I had forgotten about that! Thank you for that reminder!! ;-)

      Dave, we need to create a Trello card on the Web-Development Board about that issue and ask Julia if she would consider creating a text-box which would appear for borrowers to type their issue into when they select "Other" in the Support-Ticket system. (I will do that on the weekend, unless you possibly would have a chance to do that before then? ...or any other "Country Liaison" team member can, who happens to see this and would like to help). Thanks!

      *I spent hours posting messages this evening on borrower Discussion pages, directing them to information about where to send inquiries: goyimei.info/forum-threa... . (Dave, you can see those posts if you check the "Moderate Loan Comments" feed. I went through about 40 pages and took care of everything that came in on Discussion pages from about 12:00 a.m. through about 11:15p.m. or so, E.D.T., on today's date, 05 June 2018, asking the Staff for help... obviously, if you look at how many there were in just under 24 hours, it's clear that quite a lot of borrowers do not know where they should be posting the types of inquiries they posted... and it's been obvious here in the Forum, too, which is why I've been making these efforts. goyimei.info/forum-threa...)

      I need to log out now, but I will be back on the weekend. :-)


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      • Volunteer Mentor
        Fitri Fauziyah
        Kota Surabaya, Indonesia

        Jun 6, 2018

        Thanks. That will be great that "other ticket" have function like the others.

        Translated by Google     Show original

        Thanks. That will be great that "other ticket" have function like the others.


        Laurie likes this.
      • Country Liaison
        Laurie
        United States

        Jun 7, 2018

        I've noticed that very often the content of a Support Ticket actually does not match the ticket subject selected, anyway. And while it's best, of course, for the message content to reflect the same subject as the ticket subject selected (because Country Liaisons can sort by ticket subject to answer all of their assigned tickets on a particular subject at the same time), if there is no subject match yet for the account-specific issue the borrower needs to send in, and for as long as there is not yet any text-box available for the "Other" option, it seems that borrowers still could send in an account-specific support ticket using one of the other subjects currently available. It seems that many already do that, anyway... and that is, in fact, better than posting in the wrong places (the Forum or the Discussion pages) to solicit help from the Staff for account-specific inquiries.

        See you again on Saturday (U.S.A. Eastern Time-Zone). ;-)


        • Granvile Wambugu
          Gateiguru, Kenya

          Jun 10, 2018

          Hello after creating the support ticket the issue was not resolved. First to as Dave has put it the loan increment I am talking about is on which is indicated on the borrower's page that if you pay by a certain date your loan will increase by a certain figure. This, of course, is different from the increase after maintaining 90% credit limit. I would like to know if this o[ption is scarped off so that I can move on. Thank you.


          • Country Liaison
            Laurie
            United States

            Jun 10, 2018

            Hi, Granvile. I saw in our Staff conversations, behind the scenes, that Dave has asked Julia about your general inquiry regarding whether or not the option you asked about has been scrapped. I'm sure that soon after he receives a reply, he will provide an update to clarify.


      • Volunteer Mentor
        Fitri Fauziyah
        Kota Surabaya, Indonesia

        Jun 7, 2018

        Yes, that's right.
        Take the option that suitable for the best option at the moment which is choose a ticket that borrower think is closed to their problem. Better report it through the ticket as the staff will read and help to fix the problem, because the staff does not check the forum regularly than ticket.

        Yes, see you later.

        Translated by Google     Show original

        Yes, that's right.
        Take the option that suitable for the best option at the moment which is choose a ticket that borrower think is closed to their problem. Better report it through the ticket as the staff will read and help to fix the problem, because the staff does not check the forum regularly than ticket.

        Yes, see you later.


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        • Country Liaison
          Laurie
          United States

          Jun 10, 2018

          Yes, Fitri, that's correct. For account-specific inquiries,
          always send in a Support Ticket, and choose the closest subject option available to most closely fit the issue.


          Fitri Fauziyah likes this.

  • Zidisha Volunteer
    dave2319
    United Kingdom

    Jun 11, 2018

    Hello Fitri and Granvile.
    I asked Julia about the change to credit limit increases and she said this is correct and is a new policy.

    To qualify for a credit limit increase (other than VM bonuses and Invite bonuses) repayments now need to be made by the date shown for the timely repayment increase, and the on-time repayment rate needs to be at least 90%.
    This doesn't apply to loans issued before the change.

    For borrowers who don't have a Current Credit Limit page, I'm not sure how they'll know the date they need to repay by to qualify for the increase, so I'll ask Julia about that.


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  • Zidisha Volunteer
    dave2319
    United Kingdom

    Jun 13, 2018

    I heard back from Julia and she said this policy applies only to borrowers who have a Current Credit page.
    For borrowers who don't, we're testing an approach where each credit limit is determined based on risk algorithms at the time of loan application.


    • Volunteer Mentor
      Fitri Fauziyah
      Kota Surabaya, Indonesia

      Jun 13, 2018

      Hello Dave,

      Thanks a lot for finding out about this, even though I'm quite sad that the original credit limit increase that Zidisha policy since long time ago has changed to the current one. I wish the borrower who ontime score above 90% and hold the loan passed the mininal time to hold will get it too as before, they just don't get the early repayment bonus.

      Well, what do you suggest to the one who have no credit limit page concerning paying their installment? Does they need to pay at the exact date of their schedule or a day after it just so their payment will meet the time expected so their on-time score will built or just so they will not become new member anymore? What about credit limit increase for them? I have new borrower who have no credit limit page and have no VM who consult with me. Thanks

      Translated by Google     Show original

      Hello Dave,

      Thanks a lot for finding out about this, even though I'm quite sad that the original credit limit increase that Zidisha policy since long time ago has changed to the current one. I wish the borrower who ontime score above 90% and hold the loan passed the mininal time to hold will get it too as before, they just don't get the early repayment bonus.

      Well, what do you suggest to the one who have no credit limit page concerning paying their installment? Does they need to pay at the exact date of their schedule or a day after it just so their payment will meet the time expected so their on-time score will built or just so they will not become new member anymore? What about credit limit increase for them? I have new borrower who have no credit limit page and have no VM who consult with me. Thanks



  • Zidisha Volunteer
    dave2319
    United Kingdom

    Jun 14, 2018

    Hello Fitri.
    For borrowers who haven't got a Current Credit page, yes, I would still recommend that they finish repaying the loan a day or two after their first expected payment date. Certainly so they're not still a "New Member" but instead they have an on-time repayment score.

    For these people it's difficult to know about credit limit increases. All we can advise is that they build up a good repayment history, but the algorithms seem to consider a lot of other undisclosed things as well.
    I'm sure a status of "New Member" wouldn't count in their favour though, so having a good on-time repayment score and generally repaying well is probably the best we can advise.


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