Customer Frequently Asked Questions (FAQs)

Last Updated: 26 June 2020

Dear Valued Customers,

We have compiled a list of frequently asked questions for your convenience.

If you are not able to find your answer here, do contact HP Careline at 03-3000 8666 or Whatsapp to (012) 382 8852 https://wa.link/yt93he  with your Full Name, IC Number and Car Plate Number.

Payment

You can make payments over the counters at our ELK-Desa branches. For your convenience, we highly recommend that you use the following off-site payment channels.


Locations Payment Channels Remark
JomPAY at all Major Banks in Malaysia JomPAY
Internet Banking
Mobile Banking
ATM

User Guide:
https://bit.ly/3ce2Bzi
View Banks Service & Payment Availability
The JomPAY Ref-1 will be sent to eligible customers every 1st and 20th of the month.
No transaction fees will be charged.
Maybank Bill Payment
Cash Deposit Terminal
User Guide:
https://bit.ly/3djK4Dq
A CDTF Transaction PIN will be sent to eligible customers every 1st and 20th of the month.
Transaction fees may apply.
Public Bank Bill Payment
ATM
Cash Deposit Terminal
PBe Online Banking

User Guides:
https://bit.ly/3ch3qYi
https://bit.ly/2yH8szy
A CDTF Transaction PIN will be sent to eligible customers every 1st and 20th of the month.
Transaction fees may apply.

You can be assured that the banks will notify us regarding your payment on or before the next working day. We will update our system and send you an SMS confirmation within 2 working days.

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A CDTF Transaction PIN and JomPAY Ref-1 will be generated monthly and sent to eligible customers every 1st and 20th of the month. The SMS will be sent to the hirer registered contact number with us only.

For customers who have not received the CDTF Transaction PIN or JomPAY Ref-1, you may retrieve the PIN and Ref-1 via SMS.


Type the following and SMS to 63839

ELK<space>PIN<space>NRIC HIRER (numeric only)


Please refer to this link for the user guide (https://bit.ly/2M5j5PU).

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When you make payment via JomPAY, Maybank CDTF, Public Bank ATM/CDTF/PBe, you would have keyed in either the JomPAY Ref-1 or the CDTF Transaction Pin. If this is the case, you DO NOT need to send the Payment Transaction Slip to us. You may keep the slip for your own future reference. A system generated SMS will be sent to the hirer registered contact number within 2 working days.

For some exceptional circumstances (e.g. temporary alternative channel set up during MCO) where you have made Direct Fund Transfers to our bank account via InterBank Giro (“IBG”) or Instant Transfers, you must send the Payment Transaction Slip (indicating the car plate number and hirer name) to our Business Operations Team via Whatsapp at (012) 722 1793 or https://wa.link/xcbgwc  


Our Business Operations Team will trace your incoming payment for issuance of receipt. Thereafter, a system generated SMS will be sent to the hirer registered contact number.

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For customers who make payments over the counter at our branches, you should receive the official receipts immediately after payment.

For customers who have made payments via offsite payment channels, a Receipts Acknowledgement will be sent to the hirer postal address registered with us once every 3 months (i.e. March, June, September and December).

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Firstly, keep the error slip that is generated by the cash deposit machine.

Secondly, contact the bank where you have performed the transaction. The bank should provide you with a report with reference number.


Thereafter, whatsapp the error slip and the bank report / reference number to our Business Operations Team via WhatsApp at (012) 722 1793 or https://wa.link/xcbgwc   Our Business Operation Team shall assist you on the matter.

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Loan Status and Administration

Please whatsapp to our HP Careline at (012) 382 8852 or https://wa.link/yt93he   with your Car Plate number and enquiry, our HP Careline agent shall respond to you.

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Please fill up the form via this link https://forms.gle/a6HNEGF6HQXkCL7o6. The update process shall be in 3 working days.

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Please fill up the form via this link https://forms.gle/VqqWiJhfwdwu8pgm9 and our HP Careline agent shall respond to you in 3 working days.

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Please visit this link https://forms.gle/rdvHHz8nqgNuDnJ78 and submit your requisition. Our Collection Team shall contact you for further discussions.

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Please whatsapp to our HP Careline at (012) 382 8852 or https://wa.link/yt93he   with your Car Plate number and enquiry.

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Please whatsapp to our HP Careline at (012) 382 8852 or https://wa.link/yt93he with your Car Plate number and enquiry, our HP Careline agent shall respond to you.

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Insurance and Road Tax

Please fill up the form via this link https://forms.gle/fxrgvBR25bqhkBmT6 and our HP Careline agent shall respond to you in 3 working days.

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Subject to the underwriting policy by the Insurer, our Loan Protector Insurance Policy provides compensation in the event of bodily injury caused by accidental means which injury shall solely and independently of any other cause result in death or disablement or necessitate medical and / or hospitalization and surgical treatment.

You may check the insurance benefits by clicking here

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If you have paid your Insurance and road tax renewal over our counter, you may collect your renewed Road Tax on the same working day after payment is made. You may check with our counter staff regarding the collection time.

Otherwise, we will courier the renewed road tax to your postal address the next 2 working days after payment is made. Additional courier charges apply.

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Others

In general, you will receive the following types of SMS messages every month.

1. Latest JomPAY Ref-1 and CDTF Transaction PIN

2. Reminders for upcoming installment payments

If there is no arrears in your account, you may ignore the SMS reminders.

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Useful Links for Customers

1. How to retrieve your latest CDTF Transaction PIN or JomPAY Ref-1 (https://bit.ly/2M5j5PU)
2. User guide on making payment via JomPAY (https://bit.ly/3ce2Bzi)
3. User guide on making payment using CDTF PIN at Maybank CDM (https://bit.ly/3djK4Dq)
4. User guide on making payment using CDTF PIN at Public Bank CDM (https://bit.ly/3ch3qYi)
5. User guide on making payment using CDTF PIN via PBe Online (https://bit.ly/2yH8szy)
6. Requisition on Update Correspondence Details https://forms.gle/a6HNEGF6HQXkCL7o6
7. Requisition on Discussion of Installment Payments https://forms.gle/rdvHHz8nqgNuDnJ78
8. Requisition on copy of VOC, Insurance Cover Note and Loan Agreement https://forms.gle/VqqWiJhfwdwu8pgm9

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