CIBIL Customer Care

TransUnion CIBIL is India’s leading and oldest credit information company (credit bureau). CIBIL works with more than 5000 members in India including leading banks, NBFCs and various other financial institutions. It maintains credit records of millions of individuals and commercial organisations in India. In case of any query, request, feedback or complaint you can contact CIBIL using various online and offline methods. You can call the TransUnion CIBIL helpline number, write an email/letter or file a request/query by filling out an online form available on the CIBIL website.

CIBIL Helpline Number

CIBIL has provided a customer care number so that people can get answers to their queries or file a complaint over the phone. They can call on the following number from Monday to Friday between 10:00 AM to 06:00 PM and communicate their issues to the customer support executives.

(+91)22-6140-4300

People can also send their queries through fax to (+91)22-6638-4666.

CIBIL Corporate Office

You can write to CIBIL mentioning your queries/issues and send them by post to the corporate office of CIBIL. TransUnion CIBIL is headquartered in Mumbai and the address of the corporate office is:

TransUnion CIBIL Limited

One World Center, 19th Floor, Tower 2A,
Senapati Bapat Marg, Elphinstone Road,
Mumbai – 400 013

In case you wish to visit the corporate office in person, the customer walk-in timings are Monday to Friday 10:00 am – 6:00 pm.

CIBIL Online Support

Contacting CIBIL is very easy. People can visit CIBIL‘s official website and get their issues resolved quite easily. In case of queries, users can go through the “Frequent Queries” page on the CIBIL page. A number of frequently asked questions have already been answered to make it easy for users to get answers to their queries.

If the user cannot find his query among the FAQs, he can still write to CIBIL customer care by filling out the on the TransUnion CIBIL website.

• In case the user fails to get authenticated online, he can contact CIBIL and submit his KYC documents online on the CIBIL website.
• If an individual applies for CIBIL score online and finds out that there are inaccuracies in the Credit Report, he can get it resolved online by filling an online dispute form.

Know more: How to Resolve an error in your CIBIL Report?

• In case you want to find out the name of the lender or the account number that was issued against your loan which was included while calculating your credit score, you can contact CIBIL and fill in your details such as the ECN number and the captcha. However, you must have a copy of your credit report received from CIBIL or a relevant Credit Institution with you in order to fill the form and request for the information.
• CIBIL Self Service Portal- You can also visit the CIBIL Self Service Portal to avail online support here and get services such as:

– Identify the Lender and the Loan Account Number of an account on your credit report

– Check the current data reported for an account on your credit report

– Automated Re-dispatch of your Credit Score and Credit Report

– Know the dispatch status of your report

– Upload KYC documents

• CIBIL Bot – CIBIL also has its online chatbot – the CIBIL bot, which you can use to get answers to your queries.
• CIBIL Help Center – Users can visit the CIBIL Help Center and get answers to various queries for different categories such as credit score and loan basics, purchase and post-purchase help, understanding your credit score and report, and loan rejection and disputes section.

How to Submit a Complaint?

In case you have a complaint, you can contact the TransUnion CIBIL customer service teams through any of the above-mentioned channels. These include calling up the CIBIL helpline number, sending your complaints via fax/email, sending a letter to CIBIL’s registered office, visiting the CIBIL office, or visiting the CIBIL website and filling out the online form on the Self-Service portal.

However, in case your query/issue/complaint remains unresolved or you are not satisfied with the solution offered by the CIBIL’s customer service department, you can make use of CIBIL’s Grievance Redressal mechanism or the 3 step escalation process to raise the issue to the higher authority.

Grievance Redressal

In case you are not satisfied with the response received/solution offered by CIBIL’s customer service department, you can raise the issue/complaint to higher authorities using the Escalation Desk or the CIBIL Grievance Desk. The escalation process has 3 steps and you can proceed with each successive step only if you have not received a suitable solution in the previous step.

This escalation process or the grievance redressal process is explained in detail below:

Level 1 – The first step is to escalate the issue to the Manager of Consumer Services Department by filling out the ‘Escalate to Level 1’ Form as shown below:

(Image Source CIBIL)

Level 2 – In case you are not satisfied with the response received from Level 1, you can escalate the issue to the Assistant Vice President – Consumer Services by filling out the ‘Escalate to Level 2’ Form

(Image Source CIBIL)

Level 3 – In case you are still dissatisfied/issue remains unresolved, you can escalate it to the final level by reaching out to the Chief Operating Officer of CIBIL Consumer Services. For this service,you need to fill out the Level 3 Form.

(Image Source CIBIL)

How to Initiate a Dispute

In case of any errors/inaccuracies, account ownership or duplication of information in your Credit Report, you can raise a dispute with CIBIL online without incurring any charges. The CIBIL dispute resolution process is simple and consumers can dispute multiple entries and information on their CIBIL Report in a single dispute by navigating to different sections of the report. To initiate a dispute with CIBIL simply follow the steps given below:

• Individuals:

1. Visit the TransUnion CIBIL website and Login to myCIBIL.
2. In the Credit Reports Section, navigate to the Dispute Center and click on ‘Dispute an Item’.
3. Fill out the online dispute form and select the relevant section which you want to dispute.
4. If the dispute relates to duplicacy/account ownership, choose the dispute type and click on ‘Submit’. In case you are disputing data inaccuracies, enter a value for the disputed field and click on ‘Submit’.

Note: To initiate a dispute with CIBIL, you need to register yourself with CIBIL and have access to myCIBIL.

• Commercial Entities:

1. Visit the CIBIL website and choose ‘Company Dispute Resolution’ listed under ‘Dispute Resolution’ on the homepage.
2. Next, click on ‘Raise an Online Dispute’.
3. Fill the online commercial dispute form and click on ‘Submit’.

Alternatively, consumers can also raise a dispute by writing to CIBIL at its registered address:

One World Center, 19th Floor, Tower 2A and 2B,
841, Jupiter Textile Mill Compound, Senapati Bapat Marg,
Lower Parel, Mumbai – 400 013

FAQs

Q. What all services can be availed by contacting the CIBIL customer service department?

You can enquire about CIBIL’s products and services, file complaints, give feedback and get your grievances redressed by contacting CIBIL’s customer service department.

Q. What if there are errors/inaccuracies in my CIR?

In case there are errors or inaccuracies in your credit report you can report these to CIBIL by contacting its customer service department using any of the above-mentioned channels. In case you are not satisfied with the solution offered, you can initiate a dispute with CIBIL or resort to its 3 – step grievance redressal mechanism.

Q. Is the CIBIL online chatbot ‘CIBIL bot’ available 24×7?

Yes, the CIBIL online chatbot is available 24×7.

Q. When should I contact the Chief Operating Officer of CIBIL Consumer Services?

In case after contacting the CIBIL customer care executives, Manager of Consumer Services Department and Assistant Vice President of Consumer Services (Level 1 and Level 2 of the Escalation Desk) your issue remains unresolved or you do not receive a satisfactory response, you can escalate your complaint to the Chief Operating Officer (COO) of CIBIL Consumer Services (Level 3 of grievance redressal mechanism).