I want a new loan
- Best way
- Apply online, or send the enquiry form if you'd like to ask something first.
- Have ready
- Roughly how much you need and what it's for.
Questions? We're here to help
Questions about a loan, a repayment or whether a message really came from us: leave your details and an adviser will usually reply within 1 working hour. In a hurry? Call us or send a WhatsApp message.
Send us an enquiry
Sending an enquiry is free, doesn't check your credit record and doesn't commit you to borrowing.
What happens after you contact us
There are two ways to reach an adviser. Both are free, and neither one starts a loan application.
If you send the enquiry form
You send your details
Your name, mobile number and how you'd like us to contact you. The amount and your question are optional.
An adviser contacts you
Usually within 1 working hourBy phone, WhatsApp or email, whichever you chose. If you'd rather not wait, you can continue on WhatsApp straight away with a ready-made message.
You decide what's next
Your adviser answers your question. If you then want to borrow, you apply online, which takes about 3 minutes.
If you message us on WhatsApp
Tap the WhatsApp button
A chat opens with our official WhatsApp number, with a short greeting ready to send.
We reply in the same chat
Usually within 1 working hourAsk your question in your own words. Your adviser keeps all follow-up in this chat.
What an enquiry doesn't do
- No credit check
Your credit record is only checked after you submit an application, by our licensed lending partner and with your consent.
- No commitment
Asking a question doesn't commit you to borrowing, and you can stop at any point.
- No fees
Contacting us is free. We never ask for payment before a payout.
- Not an application
An enquiry isn't an application or an approval. Applying is a separate step on our Apply page.
Which channel for what
Using the right channel saves you a back-and-forth. Here's where to go for the most common reasons people contact us.
My existing loan, a repayment or a settlement figure
- Best way
- WhatsApp your adviser and include your reference. For a settlement amount, give the date you want to pay so they can send the figure for that date.
- Have ready
- Your full name, the mobile number you applied with, your reference and any payment receipt.
I want to make a complaint
- Best way
- Start your message with the word 'Complaint' on WhatsApp, by phone or by email. Our complaints page explains what to include and how it's handled.
- Have ready
- What happened and when, who you dealt with, screenshots or receipts, and what you'd like us to do.
A message or call claiming to be us
- Best way
- Don't reply, pay or share any code. Check it against our official channels. If you've lost money, call your bank and the NSRC hotline 997 straight away.
- Have ready
- A screenshot of the message and the number it came from.
My personal data
- Best way
- Under the Personal Data Protection Act 2010 you can ask to see or correct the data we hold, or withdraw your consent. Our privacy policy explains how.
- Have ready
- Your full name, the mobile number you applied with and what you'd like to see or change.
Before you message us
A complete first message means your adviser can find your application or loan straight away and answer without coming back to you with questions.
Include
- Your full name
- The mobile number you used to apply
- Your reference, if you have one. It appears in our WhatsApp messages.
- What you need, in a sentence or two, with a date if it matters
- Screenshots or receipts, if your question is about a payment or a message
Hi, I'm [your full name]. Mobile used to apply: [number]. Reference: [if you have it]. I'd like my settlement amount if I pay in full on [date].
Never send
- Your IC number
- Online banking passwords
- OTP or TAC codes
- Your ATM card details
We never need these to answer a question, look into a complaint or manage your loan. Anyone who asks for them isn't us.
Common questions about contacting us
When is my credit record checked?
Using our calculators or sending an enquiry doesn't check your credit record. When you submit an application, our licensed lending partner checks CCRIS/CTOS with your consent before your offer is confirmed. Our Loan terms page explains CCRIS and CTOS in more detail.
How can I check it's really AXAI Credit contacting me?
We only contact you from the WhatsApp number, hotline and email address shown on our Contact page. Our messages greet you by your full name, give your adviser's name and refer to your application. We never ask for a fee before payout, your OTP or TAC, your banking password or your ATM card, and we never ask you to pay into a personal account. If you're unsure, call the hotline on our Contact page. Our page 'How to know it's really us' lists what our real messages say.
Someone claiming to be from AXAI Credit asked me to transfer money. What should I do?
Hang up. Our staff will never ask you to transfer money to a personal account, share a one-time password (OTP or TAC) from your bank, or install screen-sharing apps. Our advisers only message you from our official WhatsApp number. Call our official hotline if you're unsure. If you've already paid or shared banking details, call your bank and the National Scam Response Centre on 997 immediately, then make a police report.
How do I make a complaint?
Message us on WhatsApp, call our hotline or email us, using the details on our Contact page. Include your name, the mobile number you applied with, what happened and when, any screenshots or receipts, and what you'd like us to do. Don't send your IC number, passwords or OTP. If you're not satisfied with our final answer, you can escalate to KPKT. Our Complaints page explains the process.