Getting Hold of Us — and Knowing When Not To

Contact Details

What We Can Help With

• How the request process works and what happens at each stage
• Problems with the request form itself
• Questions about our editorial content or the figures used in it
• Working out which lending partner holds your loan and what to ask them
• Privacy questions, including opt-out requests
• Reporting anyone using our name improperly

What Belongs With Your Lending Partner

• Statements, balances and payoff quotes
• Payment dates, autopay setup and failed payments
• Hardship arrangements and deferrals
• Credit bureau reporting on your loan
• Changing your rate, term or amount
• Anything to do with an account we did not fund and do not service

Kapitus servicing enquiries sent to us can only be redirected, not resolved. We have no access to your loan account. The partner is named on your agreement and on every statement.

Reporting Misuse of Our Name

We never ask anyone to pay a fee to release loan funds, and we never contact people asking for gift cards, wire transfers or cryptocurrency. If someone does so using our name, do not pay, and tell us what happened with as much detail as you can.

Also consider reporting it to the Federal Trade Commission, to the Consumer Financial Protection Bureau, and to your state attorney general. Reports feed enforcement action and public warnings.

Escalation

If a complaint about this service has not been resolved to your satisfaction, say so directly in writing to the email address above and it will be reviewed again. For complaints about a lending partner, the routes are that partner's written complaints process, your state banking or financial regulation department, and the Consumer Financial Protection Bureau.

What to Include in Your Message

A message with the right details usually gets resolved in one exchange rather than three.

• What you are asking about — the request form, an existing loan, editorial content, privacy, or a report of misuse.
• When it happened, approximately.
• What you have already tried, if anything.
• The best way and time to reach you.

Please do not send Social Security numbers, full bank account details or images of identity documents by email. If we need anything of that kind we will tell you how to provide it securely.

Working Out Who Holds Your Loan

If you are unsure which lending partner funded your loan, three places will tell you: the agreement you signed, the statements you receive, and the description on the bank transaction where the funds arrived. Any one of those names the company.

Once identified, that partner handles everything about the loan. If you cannot locate any of the three, contact us with the approximate date and amount and we will help you narrow it down — though we cannot access your account or see your terms.

Feedback on the Editorial Content

We publish payment tables, amortisation examples and cost comparisons throughout this site, and they are checked before publication. If you find an error in one, tell us and it will be corrected — errors in arithmetic about borrowing costs are not small, and we would rather hear about them from a reader than not at all.

The same applies to guidance you think is wrong. Feedback that identifies a specific claim and explains the objection is genuinely useful and is read by the person who wrote the page.

Two Inboxes, One Address

Messages arriving at Kapitus divide almost perfectly in half. One half concerns this service — the request form, the editorial content, a privacy request, a report of someone misusing the name. Those get answered.

The other half concerns a loan a partner issued: a statement, a due date, a payoff figure, a hardship request. Kapitus Funding has no access to those accounts and no ability to change any term on them, so the only honest response is to identify the right company and hand the question over.

If you are unsure which half your question falls into, send it anyway. Being redirected in a day is better than emailing the wrong company for a fortnight, and Kapitus would rather field a misdirected message than leave someone stuck.