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To protect the legal rights and interests of our customers, Easycash has established a channel for complaints. If you encounter any issues or are dissatisfied in any way, you are encouraged to file a complaint or offer suggestions using the following methods：
1. Channels for Accepting Complaint Cases
Complaint Hotline
Dial 1500866, then press 9
Click to Call
2. Types of Complaints We Handle
Our complaint channels primarily address issues related to fraud, debt collection, marketing, and customer service. If you have encountered fraud that resulted in financial loss, or if you have any dissatisfaction or suggestions regarding our debt collection, telemarketing, or customer service, you can provide a detailed description of your experience through the complaint channels. You need to submit relevant evidence, such as audio recordings or screenshots. Upon verification of your complaint, we will promptly initiate an internal investigation.
3. Complaint Resolution Process
Our agent will document your complaint during your initial call and determine if it fits within the above complaint categories
After verification, your case will be forwarded to our complaints team for further action
We'll carry out an internal investigation
Respond to the customer
Close the complaint case
SLA: The processing time depends on the complexity of the complaint. Typically, simple cases takes no more than 7 working days, while complex cases may take up to 20 working days.
4. What You'll Need to Submit a Complaint
1) Your basic details: Including your registered phone number, an alternative contact number, and email address 2) Process and proof: Please describe your experience in detail. You need to support your claim with relevant material, such as audio recordings, screenshots, or video captures. 3) If you have difficulty making repayments due to serious illness, death, natural disasters, or fraud, you can provide proof of the situation.
5. Your Rights and Responsibilities as a Complainant
1) The content of the complaint should be objective and truthful. You are accountable for the accuracy and truthfulness of the information you provided. Supplying false information or twisting the facts is prohibited, as is making false accusations against others. 2) We'll notify you of your complaint's outcome via phone call, text message or email. You'll also get details on how we verified your complaint and the reasons behind our decision. 3) If you disagree with the resolution of your complaint, you can assert your rights through legal channels, such as third-party mediation organizations. 4) Throughout the complaint process, you must adhere to relevant laws, regulations, national guidelines, as well as rules set by supervisory departments. You are also expected to follow social norms and our organization's operational procedures during the complaint process.
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As a licensed and OJK-supervised Information Technology-Based Joint Funding Service. Easycash connects Lenders and Borrowers through an online platform.
Contact Us
DEA TOWER 2 18-20 FLOOR MEGA KUNINGAN AREA
JL. MEGA KUNINGAN BARAT KAV. E4 NO. 1-2, Desa/Kelurahan Kuningan Timur,
Kec. Setiabudi, Kota Adm. Jakarta Selatan, Provinsi DKl Jakarta, Kode Pos: 12950
081141500866
Monday-Sunday (08:00-20:00)
1500866
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ATTENTION
PT Indonesia Fintopia Technology provides peer-to-peer (P2P) lending platform service under the name “Easycash”. Easycash is licensed and supervised by The Financial Services Authority as an Information Technology-Based Co-Funding Service in accordance with the provisions in The Financial Services Authority Regulation No. 10/POJK.05/2022.
Easycash’s Information Technology-Based Co-Funding Service (“Easycash Service”) is a civil agreement between the Lender and the Borrower, so that all forms of risk and legal consequences arising from it are fully borne by each party. Please ensure you understand the risks associated before you use Easycash Service.
The Lender is fully responsible for all funding risks of late or default payments arising out of the use of Easycash Service. No national entity or authority is responsible for any such risks or provides compensation for the losses or other consequences arising in connection with this matter in any form.
Easycash, with the approval of the respective Users (both Lender and Borrower), may access, acquire, store, administer and/or use the Users' personal data and information ("Data Utilization") on the Users' electronic devices (including smartphones or cellular phones), hardware, software, electronic documents, applications or electronic systems owned by the Users or controlled by the Users, by notifying the purpose, limitations and mechanisms of the data utilization to the Users concerned before obtaining such approval.
  • Lenders who do not have sufficient knowledge and experience in the Information Technology-Based Co-Funding Service are not advised to use this Easycash Service.
  • Borrowers should carefully consider the loan interest rate along with other costs in accordance with the ability to pay off the loan prior to using Easycash.
  • All fraudulent activities will be recorded digitally in cyberspace and may potentially be informed to the public through social media and can be used as legal evidence according to the prevailing laws on electronic information and transactions in the event of dispute resolution and law enforcement.
  • Users should read and understand this information before becoming a Lender or a Borrower on Easycash. The Users' decision to use Easycash Services proves that the Users fully understand this information.
  • The Financial Services Authority is not responsible for any violation or non-compliance by the User (either the Lender or the Borrower), whether due to the User's faults or negligence of the laws and regulations or agreements between Easycash and the Lender and/or the Borrower.
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