1. Art and Diseño

DIGILOAN
Frequently Asked Questions
Start Date: Friday July 25, 2014
End Date: Ongoing
Last Updated: Thursday January 29, 2015
USSD Codes:
Sign-up/ Activation Code
Balance check
*147#
*120*190#
1. What is DIGILOAN?

Digicel’s DIGILOAN service allows select prepaid customers an opportunity to request
credit (airtime) in advance and pay for it later. This service will also attract a service
fee depending on the amount that is being requested.
2. How does DIGILOAN work?

Selected prepaid customers will be notified via text message from DIGILOAN that they
are eligible for the service.

Customers will be able to access variable loan amounts ranging from as low as $30 up to
a maximum loan amount of $1800.

Based on eligibility, customers will qualify for varied loan amounts. Therefore all
customers may not be able to qualify for all available loan amounts. Airtime loans will
also attract a 10 % loan fee.

To request a loan amount, the customer would be required to dial *147# for access via
the Services Menu.

Customers will only be able to request one loan at a time, as they would be required to
clear the previous loan before they are able to request another.

Credit sent using Credit U or DataFlex Top-Ups cannot be used to repay outstanding
loan amounts, however customers may use all other Top-Up methods for loan
repayments.

The Bonus applied to a customer’s first Top Up (FOTM Top-Up) will not be applied to
loan repayments.
For example: If a customer has an outstanding loan of $297 ($270 loan mount +
$27 loan fee) and tops up with $100 for the first time for the month ,$100 (Main
Account) will go towards repaying the outstanding loan amount, while the
additional bonus credit of $100 for FOTM will remain on the customers main
balance.

Customers will be required to repay outstanding loans within a 30 day period.

If loans are not repaid on time (within a 30 day period after loan access) customers will
be barred from accessing additional loans via DIGILOAN service for an additional period
of 30 days. The barring period begins immediately after the last recharge is made to
fully repay the outstanding loan amount.

Once a customer’s account goes into bad debt (an outstanding loan amount for a period
equal to or greater than 30 days) and the 30 day barring period has passed; should the
customer wish to continue using the DIGILOAN service, their maximum allowed loan
value will be of a lesser value than the previous allowed maximum loan value.
3. What are the loan amounts available to customers and the associated fees?
Table 1.0
Total Given to
Customer
Loan
Amount
Fee
Loan 1
$30
$3
$33
Loan 2
$50
$5
$55
Loan 3
$90
$9
$99
Loan 4
$110
$11
$121
Loan 5
$180
$18
$198
Loan 6
$270
$27
$297
Loan 7
$450
$45
$495
Loan 8
$900
$90
$990
Loan 9
$1,800
$180
$1980
Loan Options
(Loan + Fee)
*Each Loan amount attracts a 10% loan fee to affect repayment as seen above
4. Will customers require a minimum amount of credit on their account to access a DIGILOAN?

No. Customers will be able to request a loan regardless of their account balance.
5. How do customers sign up or request a DIGILOAN?

Customers may dial *147# and follow the instructions that will appear in the Services
Menu.
6. If a customer is not qualified for the DIGILOAN Offer, will they still be able to receive the
credit after dialing the code?

No. Customers who are not eligible for the service will receive a message stating that
they do not qualify for the service at this time once they select the option to get a loan
in the Services Menu.

Customers may not be able to receive a DIGILOAN as a result of;

Not being on the network for more than 6 months

Topup history/frequency

Outstanding loan balance
7. Are there more than one DIGILOAN offers?

Yes. Customers may be eligible for varied loan amounts.
Ref Table 1.0 (Question 3)
8. How long will the DIGILOAN service be offered?

The DIGILOAN service is an ongoing product that is available to select prepaid
customers.
Digicel reserves the right at any time, with or without notice, to vary the terms and
conditions or to withdraw DIGILOAN service.
9. How do customers check their DIGILOAN balance?

Customers will be able to check their DIGILOAN balance via the Services Menu *147 and
selecting the option to Get Loan Balance from the DIGILOAN menu.

Customers may also use the *120*190# USSD code to access their DIGILOAN balance.
10. How do customers repay their DIGILOAN?

Customer will repay their DIGILOAN, on the NEXT top up(s) made after a loan was
received; only the recharge amount will be applied to the loan balance.
For example: If a customer has an outstanding loan of $297 ($270 loan + $27 loan fee)
and tops up with $100 for the first time for the month $100 will go towards repaying
the outstanding loan amount, while the additional bonus credit of $100 for FOTM will
remain on the customers main balance.
11. What happens if the NEXT top up made is insufficient to repay the DIGILOAN?

If a customer’s NEXT top up is not sufficient to repay the DIGILOAN, any subsequent topups made will go towards clearing any outstanding loan balance.
For example: If a customer has a $50 loan amount outstanding plus the $5 service fee
and then does a top up of $40. That top up will go towards repaying the $50 loan
amount firstly, leaving $10 to be paid in addition to the loan fee which will then be
taken from the next top-up made towards the account.
N.B DIGILOANS are repaid with the loan amount being deducted first then the loan
fees.
12. How does a customer repay the service fee for DIGILOAN?

Service fees will be deducted from recharges after the loan amount is fully repaid.
N.B Only recharge amounts are applied to loan and fee repayments.
13. If a customer makes a partial payment on an outstanding DIGILOAN will they be able to make
another loan request?

No. Customers must repay all outstanding loans before being able to make another
request.
For example: A customer has an outstanding loan of $180 and a loan fee of $18, if the
customer tops up with $100, they would have an overall balance of $98 left to be
repaid. If they should try to request another DIGILOAN they would receive a prompt
advising that they are required to clear all outstanding balances before requesting
another loan.
14. Can a customer’s loan amount be repaid with credit that was on their account prior to a Top
Up?

No. Only recharge amounts can be used towards loan repayments.
For example: A customer has $50 on their main balance prior to requesting a
DIGILOAN of $110 with a loan fee of $11. If the customer should make a top-up of
$100, only the recharge amount of $100 will be used towards repaying the
outstanding loan i.e. the $50 on the main account will remain, as it will not be used
towards repaying the DIGILOAN.
15. What top up methods can be used to repay DIGILOAN’s taken?

All top up methods (plastic & electronic) can be used to repay loans with the exception
of Credit U and Data Flex voucher top up methods.
16. If a customer receives credit via Credit U, will it go towards repaying an outstanding DIGILOAN
balance?

No. Credit received via the Credit U service will not go towards the repayment of an
outstanding loan.

Customers must make a valid top up to repay the loan.
17. Will Data Flex Top-Ups go towards repaying an outstanding DIGILOAN?

No. DataFlex Top-Ups will not go towards the repayment of an outstanding loan.

Customers will be required to make a valid top up to repay the loan.
18. How long do I have to repay an outstanding DIGILOAN?

Customers will have up to 30 days to repay an outstanding loan amount, after which
they will be barred from using the service for a period of 30 days (begins after top up to
repay outstanding loans are applied).

Once a customer goes into bad debt, they will not be eligible for the same loan amounts
as previously, they will now qualify for lesser loan amounts.
19. Will customers be able to request a DIGILOAN while roaming?

No. Unfortunately customers will not be able to use the DIGILOAN service while
roaming. This service can only be used locally.

However, if the customer tops up while roaming and they are in debt, the loan amount
will be deducted from the top up amount.
20. Are there any restrictions for the use of the credit received from a DIGILOAN request?

Yes. Customers will be able to:
 Call local on-net mobile and fixed line, off-net mobile and fixed line and
internationals numbers (USA/Canada mobile & UK landline) and Caribbean
territories excluding Guyana, Cuba and Haiti with their DIGILOAN balance.
 On-net, off-net and international (USA/Canada mobile & UK landline) text
messages can be sent from credit received from DIGILOAN.
Ref. Appendix 1.
 The DIGILOAN balance can be used towards plan activations such as the
activation of a data plan or an International Calling Plan.
N.B Customer will not be able to use the DIGILOAN balance to activate a VIP
Talk plan

However, DIGILOAN balances cannot be used for calls made to toll free numbers and
special number such as 114 (directory assistance) or 116 (weather line), nor used to
participate in text 2 win promotions, Digi Info service, Digi Chat service, and cannot be
used for Pay as You Go (PAYGO) data browsing.

A DIGILOAN balance cannot be transferred or sent via Credit U.
21. If a customer has bonus credit or a calling plan available from various promotions in addition
to their DIGILOAN balance what is the priority for charging?

If a customer has International calling plan minutes, Best Friend For Free bonus and
Diaspora triple/ double bubble bonus credit they will be used before the DIGILOAN
balance.

If a customer has First of the month (FOTM) credit and bonus credit from a recharge
promotion then the DIGILOAN balance will be used first.
22. Will customers be able to benefit from on-net and Int’l Gimme 5 for calls greater than 5
minutes using their DIGILOAN credit?

No. Customers will not benefit from on net and Int’l Gimme 5 for calls made using their
DIGILOAN balance.

They will also not be able to benefit from Gimme 5 SMS.
23. Will customers be able to benefit from Gimme 5 SMS after sending 5 chargeable SMS from
their DIGILOAN balance?

No. Customers will only be able to benefit from the Gimme 5 SMS offer, once they have
qualified BEFORE availing of a DIGILOAN.

If a customer qualifies for Gimme 5 BEFORE requesting and availing of a DIGILOAN, they
should be able to continue benefiting from the Gimme 5 offer. I.e. there should be no
break or interruption or charge for free SMS’ sent during this period.

If a customer sends 3 chargeable SMS and avails of a DIGILOAN, and the loan balance is
depleted or exhausted, should the customer receive additional credit (credit u, top up,
any other main balance recharge) then sends 2 additional SMS from this new main
balance, they would still qualify for Gimme 5 Free SMS offer as a total of 5 chargeable
SMS would have been sent from their main balance.
24. How many times can a customer request a DIGILOAN?

Customers may request a loan as many times as they wish, AFTER repaying any
DIGILOANS previously taken. In other words a customer must repay any outstanding
loan before they can request a 2nd DIGILOAN.
25. Can a DIGILOAN expire?

No. The credit received from the DIGILOAN request will not expire and will remain on
the account until it has been used.
26. What happens if a customer repays their loan before exhausting the credit received from the
DIGILOAN request?

Nothing, credit received from DIGILOAN request will be available until it is used by the
customer.
27. What is the rate to make calls and send text messages from the DIGILOAN balance?

Rates charged from the DIGILOAN balance will be the same as the prepaid rate plan
active on the customers’ account.

Special telephone tax will also be charged from the DIGILOAN balance.
28. Will an outstanding DIGILOAN balance prevent a customer from getting their anniversary
credit/First of the Month?

No. Customers will get their anniversary credit (FOTM) once they are on a rate plan that is
eligible and it is the first top up of the month.
29. Will an outstanding DIGILOAN balance prevent a customer from qualifying for any promotion?
Example Prepaid Free nights?

No. Once customers top up with the required amount of credit during the qualification
period customers will qualify for free nights.
For example: If a customer has an outstanding loan balance of $270 and tops up with
$200 to repay their outstanding balance, then the recharge of $200 will also qualify
them for Prepaid Free Nights.
30. Will a DIGILOAN qualify a customer for Prepaid Free Nights?

DIGILOANS will not qualify a customer for Free Nights.
Appendix
1. Which Caribbean countries can be called using DIGILOAN balance?
Anguilla
Antigua
Aruba
Barbados
Bermuda
Bonaire
BVI
Cayman
Curacao
Dominica
El Salvador
French Guiana
Grenada
Guadeloupe
Martinique
St Kitts
St Lucia
St Vincent
Suriname
TCI
Trinidad