Moses had been a CDcare customer for three years, completing 21 orders without a single default. When he fell behind on a laptop instalment, he reached out to the company himself, offering to pay with interest or return the device. CDcare’s response was a single word: “Ok.”
The next day, an agent showed up at his home unannounced, spoke to his landlord, shared screenshots of Moses’s account, including his national ID number, he claimed, and told the landlord that CDcare had been calling Moses with no response, though call logs showed he often answered their calls, however briefly.
The incident, which sparked a furore on social media in April, highlights a growing tension across Africa’s buy now, pay later (BNPL) industry. BNPL has exploded across the continent, offering millions of cash-strapped consumers access to smartphones, appliances and other goods they could not otherwise afford. Nigeria’s BNPL market is projected to grow from USD 1.55 B in 2025 to nearly USD 4 B by 2031. Across Africa, the sector is forecast to expand from USD 5.2 B in 2025 to approximately USD 16.8 B by 2031.
But the rapid growth has been accompanied by mounting complaints. In Nigeria, defaulting customers have reported intimidation, public embarrassment, and persistent harassment by agents enforcing payment. One dispatch rider in Ibadan told News Digest that agents who once called him “boss” now scream at him like a criminal. A food vendor in Bodija said agents contacted her guarantor and circulated her photograph after she missed two payments.
The problem extends beyond Nigeria. In Kenya, BNPL phone financing has drawn scrutiny for opaque terms, digital lockouts and aggressive collection tactics. Devices are remotely disabled after two to four missed payments, sometimes without notice. For informal workers whose livelihoods depend on their phones, a lockout means lost income. Customers describe devices locking despite recent payments.
Kenyan BNPL provider Lipa Later was placed under administration in March 2025 after months of financial strain. In South Africa, consumer advocacy groups have filed complaints over BNPL services preying on financially vulnerable consumers, with some providers charging high fees for even one day of late payment.
Regulators are scrambling to respond. Nigeria’s Federal Competition and Consumer Protection Commission set a January 2026 deadline for all digital lenders to register, banning harassment, name-calling, threats and public shaming of borrowers. The commission has placed more than 100 unregistered loan apps on its enforcement radar.
In Kenya, the Central Bank has licensed 227 digital credit providers as of April 2026, up from just 85 before 2025. The Treasury has proposed tougher rules extending oversight to BNPL, peer-to-peer lending and pay-as-you-go arrangements.
Despite the regulatory push, consumer advocates say enforcement remains weak. The underlying problem, they argue, is structural. Most BNPL providers in Africa operate without sharing data, allowing delinquent borrowers to cycle through multiple platforms simultaneously. In Kenya, default rates for small-ticket digital loans have reached 83%, with broader segments defaulting at up to 40%.
CDcare, for its part, published a detailed explanation of its process in April, stating that physical visits are a last resort after repeated unsuccessful engagement attempts and that agents are trained to maintain professional conduct. The company said it does not disclose customer financial information to third parties.
For Moses, the visit lasted minutes. He cleared his balance two days later. But the incident shows how a lending model built on trust can break down when the pressure to recover payments overrides customers’ sensibilities.
