Raise Your Queries Online With Bajaj Finance

The online query facility allows existing customers to raise product- or service-related questions through their digital account. It can be used to seek clarification about a loan account, repayment, documents, account information, or other available services. After submitting a query, a service request number is generated, which can be used to track the request and refer to it during further communication. Customers can also submit supporting documents, check the status of an existing request, and follow up where the applicable option is available. For repayment-related concerns, raising an online query provides a channel to seek information or assistance. However, submitting a request does not automatically extend an EMI due date, waive applicable charges, or change the terms of the loan.

How to raise a query online through My Account?

You can raise a service request through the Bajaj Finance Customer Portal by signing in and selecting the relevant product and query category.

Follow these steps:

1. Sign in to the Bajaj Finance Customer Portal using your registered mobile number and OTP.
2. Verify your details using your date of birth, where required.
3. Open Menu and select Help and Support.
4. Select the product or loan account related to your query.
5. Choose the relevant Query type and Sub-query type.
6. Review the information displayed, including any relevant FAQs.
7. If your query is not resolved, provide a clear description of the issue.
8. Upload supporting documents, if required.
9. Submit the request and save the service request number for future reference.

When describing your concern, include relevant details such as the loan account, transaction or payment date, nature of the issue, and supporting information. Avoid submitting duplicate requests for the same issue unless you are advised to do so.

You can track a raised service request through the Help and Support section of the Customer Portal or App. Checking the request status helps you stay informed about the progress of your concern and any response or next action available. Keep your service request number handy, as you may need it when reviewing the request or following up on the same issue.

To check a request through the Customer Portal:

1. Sign in using your registered mobile number and complete the required verification.
2. Go to Menu and open Help and Support.
3. Select View all under your raised requests.
4. Select the relevant request number.
5. Review the available status or response.

Your service request number is useful when checking the progress of your concern. Keep a record of the request number, submission date, documents uploaded, and any subsequent communication. A request being raised or under review should not be treated as confirmation that the requested action has been approved. Check the response provided for the specific status or next step.

What details should you provide when raising a query?

A clear service request should contain enough information for the concern to be identified without repeated clarification. The documents you provide should relate directly to the issue being raised.

Before submitting a query, check that:

For a payment-related discrepancy, retain the relevant transaction confirmation or bank record. If you have received a legal notice, keep the notice and related account information available when raising a query. Online communication can help create a record of your request, but it does not replace any action required under the applicable loan terms or legal process.

What happens if you do not raise a query or respond to a notice

Not responding to a legal notice or an overdue loan account does not stop the process. The overdue amount may continue to attract applicable charges, while the account status may be reported to credit information companies, which can affect your CIBIL record. Addressing the notice or raising a query provides an opportunity to seek clarification and understand the next steps applicable to your account.

If a loan account remains unresolved after a legal notice, further legal action may follow depending on the nature of the default and the applicable process. The timeline and outcome can vary by case and are not automatic. Raising a query or responding to the notice creates a documented record of engagement, including where you need to explain a genuine repayment difficulty, although it does not automatically stop the applicable process.