Bevura
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Customer Complaints Procedure

Last updated: September 23, 2026

Yafika Mobile Money Limited takes pride in ensuring that our customers have an exceptional experience. If you are dissatisfied with our service, please let us know using the procedure below.

01 — Contact our customer service team

Call or e-mail us and tell us what went wrong. This is the first step for every complaint.

We will acknowledge your complaint within 5 working days of receiving it.

Turn around time for noncomplex matters is a maximum of 5 working days, and for complex matters is 15 working days.

02 — Escalate to the customer service supervisor

If the complaint is not resolved, or you are not satisfied with the resolution, you can escalate it to the customer service supervisor. Use the same phone numbers or e-mail address above and ask for the supervisor.

03 — Escalate to the Country Manager

If you are not satisfied with the results from steps 1 and 2, you can escalate the complaint to the Country Manager, again using the contact details above.

04 — Escalate to the Bank of Zambia

If you are not satisfied with the results from steps 1 to 3, you may escalate the matter to the central bank. Bevura is operated by Yafika Mobile Money Limited under Bank of Zambia licence 06/PSB/2024, and the Bank supervises payment service providers in Zambia.

The Director — Payment Systems

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