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Financial Difficulty

If you are finding it hard to keep up with your repayments, or think you soon will, talk to us early. The sooner we know, the more we can do to help.

Last updated: October 2026

1. Tell us as early as you can

Contact us before you miss a payment if possible. Let us know what has changed (for example, loss of income, illness, or a family emergency), how much you can afford to pay for now, and how long you expect the difficulty to last.

Email us about payment difficulty

[email protected]
Use the subject line "Payment difficulty" and include your loan reference number.

We may ask for information about your income and expenses so we can understand your situation. We will treat it confidentially and use it only to assess how we can help.

2. How we may be able to help

Depending on your circumstances, we may be able to offer one or more of the following. Each option is at our discretion, subject to assessment, and is agreed with you in writing before it takes effect:

  • a short extra period to make a payment you have missed;
  • rescheduling your remaining instalments over a different period;
  • restructuring or refinancing your loan on new terms.

Before you agree to any change, we will explain the new instalment amounts, the total you will repay, and any fees or charges involved. Changing your loan may increase the total cost of borrowing.

3. If a payment is missed

  • Late payment charges apply to the overdue amount only, at the rate in your Loan Agreement and within the limits allowed by law. See Loan Terms & Disclosures and Risk Disclosure.
  • Missed payments may be reported to credit reporting agencies and can affect your ability to borrow in future.
  • If arrears continue, we may send formal notices and, as a last resort, take legal action to recover the debt, as set out in your Loan Agreement.
  • If your loan has a guarantor, we may ask the guarantor to pay what is overdue.

4. How we collect overdue payments

We may remind you by phone, SMS, email, WhatsApp, app notification or letter. When we do, we will:

  • contact you at reasonable times and be polite and professional;
  • never threaten, harass or use abusive language, or use violence or intimidation;
  • never discuss your debt with your employer, family, friends or neighbours, except a guarantor or someone you have authorised;
  • make sure anyone collecting on our behalf follows the same standards.

If you feel you have been treated unfairly, tell us — see Complaints & Disputes.

5. Free help and advice

The Credit Counselling and Debt Management Agency (AKPK), set up by Bank Negara Malaysia, gives free financial counselling and budgeting advice to anyone at akpk.org.my. Its Debt Management Programme covers bank loans and financing only, not loans from licensed moneylenders, so please still contact us about this loan.

6. Protect yourself from scams

Only pay us through the payment methods shown in your account. We will never ask you to pay into a personal bank account, and we will never offer to "clear" your debt for an upfront fee. If in doubt, email us before you pay.