How to Reopen a Closed Service Request Online

A closed request is a service request, complaint, or query that a lender has marked as resolved and ended. Reopening it means the same request is reactivated for further review, instead of the borrower having to raise a new one from scratch. This is generally allowed when the borrower is not satisfied with how the request was resolved, or when the closure happened before the issue was actually fixed. Reopening keeps the original request history, reference number, and details intact, which usually results in faster follow-up than starting over.

When a closed request can be reopened

Whether a request qualifies for reopening depends on the reason it was closed and how much time has passed. A request can usually be reopened when:

• It is within the reopening window allowed from the closure date
• The borrower is not satisfied with the resolution provided
• The issue mentioned in the original request has not actually been fixed
• New information relevant to the same issue has come up

A request usually cannot be reopened if the window has lapsed, or when it was closed after the borrower confirmed the issue was resolved. In these cases, a fresh request needs to be raised instead.

Steps to reopen a closed request online through Bajaj Finance platforms

Borrowers can reopen an eligible closed request through the Bajaj Finance app or website without visiting a branch.

Steps to reopen a closed service request:

1. Sign in to the Bajaj Finance App or My Account portal using your registered mobile number, OTP, and date of birth.
2. Go to Menu and select Help and Support.
3. Click View All next to the My Raised Requests section.
4. Tap the Filter icon, select Closed, and click Apply to view resolved/closed requests.
5. Select the specific Service Request Number you wish to reopen.
6. Click Reopen, enter your remarks explaining why the resolution was unsatisfactory, and attach any supporting documents.
7. Submit the request and save the acknowledgment to track the updated status.

If the reopen option is not visible against a request, it likely means the request is outside the eligible window or category, and a new request should be raised instead.

Borrowers who cannot find the reopen option online can use other channels, or escalate further if the issue remains unresolved after reopening. The table below outlines the available paths.

If the issue remains unresolved, use the next available escalation channel and keep all request references and supporting documents for future communication. Follow the grievance process in sequence and retain records of your communication until the issue is resolved. 

What to do if a request cannot be reopened

If a closed request is outside the reopening window or does not qualify, the same issue can still be raised again as a new service request through the app, website, customer care, or a branch. It helps to reference the original request number so the lender can view the prior history while reviewing the new one. If the same issue keeps recurring or is not resolved through repeated requests, borrowers can escalate through the lender's grievance redressal process. If the issue remains unresolved even after using the grievance redressal process, borrowers have the right to approach the RBI Integrated Ombudsman Scheme. This route is independent of the lender and reviews complaints that have not been resolved through the lender's own channels within the specified timeframe.