How to Make a Complaint to Welile
Raise it on any Welile support channel — WhatsApp, the phone line or email. All three reach the same support team, and a complaint is always handled by a person rather than by the chat assistant.
Say plainly at the start that you are making a complaint. It is the word that separates it from a question, and it changes how the message is handled.
Before you write
A complaint that can be checked gets dealt with; one that cannot be checked turns into a conversation about details. Gather these first:
- What happened, in your own words, and what you expected instead.
- When it happened — the date, and the time if you have it.
- Who was involved — the agent's name and phone number if it concerns an agent, or the name of whoever you dealt with.
- The amount and the transaction reference, if money is involved.
- The tenant, landlord or property it concerns.
- Anything you were promised, and by whom.
- A screenshot of the screen, the message or the statement entry.
WhatsApp is usually the quickest channel, because you can forward the original message or receipt instead of copying details by hand.
Where to send it
Use the support contacts at the foot of this page. All of them reach the support team.
Welile's chat assistant answers general questions about how Welile works. Complaints, payments and anything about your own account are passed to the human support team instead — see account and security.
If you would rather deal with a person from the start, use the contacts below rather than the chat.
Keep your own record
Note the date you complained and the channel you used, and keep the conversation. If you are given a reference, keep that too.
This matters more than it sounds. If you have to follow up — or move to a different channel because the first one went quiet — being able to say "I raised this on WhatsApp on the 14th" is what stops the whole thing starting again from the beginning.
If something specific has gone wrong
Several of the commonest complaints have a page that fixes them faster than a complaint would:
- Money has left but not arrived — a payment has not arrived.
- A commission or bonus is missing — a commission is missing.
- A rent request has not moved — review and approval.
- A landlord says they were not paid — pay a landlord.
- You cannot sign in — what to do if you cannot sign in.
Start there if one fits. You can still complain afterwards if it is not resolved.
If nobody comes back to you
Follow up on a different channel. If you wrote by email, try WhatsApp. Messages do get missed, and a second channel is quicker than waiting.
Repeat the details. Do not assume the person reading the follow-up can see the first message.
Say it is a follow-up, and give the date of the original complaint.
No complaint, refund, reversal or investigation is unlocked by paying anybody, and nobody from Welile will ask for your Mobile Money PIN, your password or a one-time code in order to resolve one.
Related articles
- Troubleshooting — the fix for the commonest problems.
- Account and security — what Welile will never ask you for.
- A payment has not arrived
Still need help?
Contact Welile Support on WhatsApp at +256 777 607640, call +256 748 747134, or email info@welile.com.
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