CIBIL Customer Care

Accurate credit information is essential for maintaining financial credibility. If there are any discrepancies in a CIBIL report or queries regarding a credit score, it becomes important to contact the appropriate support channels. CIBIL offers several modes of assistance, including CIBIL helpline numbers, online portals, and a structured grievance redressal mechanism.

 

Knowing the correct process and contact details can help you raise concerns efficiently and ensure timely resolution. Key aspects such as working hours, escalation matrix, and in-person visit protocols are also important for those seeking direct assistance from CIBIL.

TransUnion CIBIL provides a dedicated customer support system to assist you with issues related to their credit report and score. You can reach out to them through various channels—online, by phone, or in person.

 

If you prefer to speak to someone directly, you can call the official CIBIL customer care number at +91-22-6140-4300. The CIBIL customer service number is functional from Monday to Friday, between 10:00 a.m. and 6:00 p.m. This number can be used for general queries, raising disputes, or checking the status of existing complaints.

 

For written communication, you may also use the contact form available on the official CIBIL website. Ensure you have your details ready, such as your CIBIL Registration ID, Report Control Number (RCN), and proof of identity, when reaching out.

If you notice an error in your credit report or have an unresolved issue, you can file a complaint or dispute online through the official CIBIL website. Follow these steps:

1. Sign in to your myCIBIL account using your login credentials

2. Go to the ‘Credit Reports’ section, open the ‘Dispute Centre’, and click on ‘Dispute an Item’

3. Choose the specific account or section you wish to raise a dispute for

4. If you are disputing account ownership, select the applicable dispute category

5. For incorrect data, enter the corrected information in the relevant field

6. Submit the dispute and you will receive an email with the summary, status, and Dispute ID

Online support is available through various sections of the official website. For account-related issues, users may log in through the Enquiry page. In addition, CIBIL’s chatbot is available on the site to assist with basic queries such as login issues, password resets, and report download guidance.

 

You may also refer to the support section at Purchase & Post-Purchase Help. This section helps address common service requests related to purchased products.

Some sections and pages on CIBIL’s official website are designed to offer self-service support. These include:

Consumer Dispute Resolution Portal

This portal allows you to raise disputes related to inaccuracies in their credit reports. You can access it by logging into your CIBIL account and navigating to the ‘Raise a Dispute’ section. The portal lets you review report entries, select the disputed item, and submit supporting documents. Each dispute generates a unique ID for tracking.

Contact Us Page

For general queries, assistance, or information on credit reports, you can use the ‘Contact Us’ page. It includes the official customer care number, postal address, and a contact form for submitting queries. The page is useful for concerns unrelated to disputes, such as account login problems or registration support.

FAQs Page

This page has frequently asked questions about credit reports, scores, report updates, account registration, and dispute resolution. It serves as a self-help resource, offering detailed answers that help users understand the CIBIL system better before reaching out for support.

Credit Report and Score Purchase Portal

Users can also raise support tickets related to purchased credit reports and scores via this dedicated section. It helps with issues such as delayed report delivery, payment confirmation, or report access problems.

CIBIL provides a structured grievance resolution framework to ensure that consumer concerns are addressed in a timely and transparent manner. If you are not satisfied with the initial response or solution provided by CIBIL, the issue can be escalated through a defined three-level process. Here’s how the escalation matrix works:

Escalation Level 1: Manager – Consumer Services

If the resolution provided does not meet your expectations, the first step is to escalate the concern to Level 1. This can be done by filling out the ‘Escalate to Level 1’ form on the official CIBIL website. You must quote a valid Service Request (SR) number while submitting the form.

 

CIBIL typically responds to Level 1 escalations within 15 business days. If you do not have an SR number, you should visit the Dispute Resolution Process page on the CIBIL website to initiate a service request. For general queries not related to an SR number, you may use the query form provided online.

Escalation Level 2: Assistant Vice President – Consumer Services

If the response at Level 1 is not satisfactory, the issue can be taken to the next level. You will need to fill the ‘Escalate to Level 2’ form, also available on CIBIL’s official portal. While submitting this form, both the SR number and Online Grievance ID from Level 1 must be provided.

 

CIBIL requires up to 10 business days to respond at this level. However, it is important to wait for the full 15-day response period at Level 1 before initiating a Level 2 escalation.

Escalation Level 3: Chief Operating Officer

If your issue remains unresolved after Level 2, you may escalate it further to the Chief Operating Officer by submitting the ‘Escalate to Level 3’ form. This form must include the SR number and Online Grievance ID from Level 2.

 

The expected response time for Level 3 escalations is 8 business days. Again, it is essential to wait for the full response period of 10 business days at Level 2 before proceeding to escalate.

 

Note:

If CIBIL has confirmed that the information in your credit report is accurate based on the lender’s verification, the dispute is considered resolved from their end. In such cases, you must contact the lender directly for further clarification or negotiation.

 

This 3-tier escalation process ensures that unresolved queries receive the attention of senior management at CIBIL, with clearly defined timelines at each level.

CIBIL provides in-person support for consumers, but visits to the office are strictly by prior appointment only. Walk-ins are not permitted under any circumstances. Here’s what you need to know before planning your visit:

Office Address

TransUnion CIBIL Limited

One World Centre, Tower 2A, 19th Floor,

Senapati Bapat Marg, Elphinstone Road,

Mumbai – 400013, India

Visiting Hours

Days: Monday to Friday

Time: 10:00 a.m. to 6:00 p.m.

(Closed on public holidays)

Appointment Requirement

Consumers must book an appointment in advance through official communication channels. No services are provided without a scheduled appointment.

Identity Verification

Only the concerned individual can access personal credit report information. Valid government-issued photo ID is mandatory. Third-party representatives will not be entertained unless accompanied by the consumer with all required documents.

Alternative Support Channels

Before considering an office visit, consumers are encouraged to use CIBIL’s online services or reach out via phone or email for most queries and disputes.