The Moratorium period has ended on 30th September 2020. If you did not apply for the Loan / Financing Payment Assistance Program, please resume payment by the monthly payment due date in October 2020.

If your application for the Loan / Financing Payment Assistance Program has been approved, you may refer to the Letter of Variation sent to you via email with the subject header ‘RHB PAYMENT ASSISTANCE’ which states the new instalment amount of your loan / financing facility and the new effective payment date.

If the standing instruction from your Savings / Current Account was created at any of our RHB Bank / RHB Islamic Bank branches, the standing instruction will restart automatically.

If your payment is made through recurring payments via RHB Now Internet Banking / RHB Mobile Banking, please re-set the standing instruction for your recurring payments from October 2020 onwards.

Yes, please make the necessary arrangements with your company to perform the salary deduction towards your loan / financing account.

We understand that during this challenging period, you may have difficulties in paying your loans / financing facilities. If your loan / financing facility is not paid on time, this may impact your credit report rating and may result in legal action being taken against you.

We don’t want this to happen either and we are here to help. This is why we are reaching out to all our customers so that we can help take care of your financial health.

If you have difficulties in repaying your loan / financing instalment, please refer to Question 13 for our contact details, or alternatively, you may complete the e-form here.

If you have difficulty in repaying your loan / financing instalment after accepting the payment assistance, please contact us as soon as possible. You may refer to Question 13 for our contact details.

Loan / Financing Payment Assistance program is an initiative by banks to help ease customer’s financial burden. The following Loan / Financing Payment Assistance programs are available, subject to the affected customers’ financial circumstances and submission of appropriate documentary evidence:

1)	Payment deferment: Applicable to those who have lost their jobs or income. The Bank will grant 3 months’ payment deferment. Any further extension thereafter will be subject to our Bank’s Loan / Financing Payment Assistance program approval criteria, taking into consideration the current financial circumstances of the affected customers at the point of application.
2)	Reduction of instalment payment: Applicable to those who have suffered a reduction in salary or income. The Bank will grant the affected customers reduction in instalment payment, for a period of at least 6 months. Any further extension is subject to our Bank’s Loan / Financing Payment Assistance program approval criteria, taking into consideration the current salary or income levels of the affected customers at the point of application.
3)	Other forms of Loan / Financing Payment Assistance programs: a)   Payment of interest / profit only: Affected customers will pay only the interest / profit portion of the loans or financing facilities, for a specified period of time. b)   Lengthening of loan / financing tenure: Extension of loan / financing tenure to enable lower monthly instalment payments.

We will assess the affected customers’ current financial circumstances, and advise you on the most suitable solution for your loan / financing facilities with us.

To change your reply, please contact us by:

1)	emailing us at wecare@rhbgroup.com or
2)	calling our Collection Team at: •   ASB Financing & Mortgage (Residential & Commercial Property) 03-2610 6000 •   Personal Financing, Hire Purchase 03-2776 3111

Alternatively, you may walk in to any of our branches for assistance.

Yes. We strongly recommend that you submit your request to enroll onto the Loan / Financing Payment Assistance program as soon as possible, at the latest by 30 June 2021.

Meanwhile, you have to start paying your monthly instalment from October 2020, until such time that you have received the approval on your application for payment assistance.

Yes, this will be reflected on your CCRIS record. To avoid this and if you are facing payment difficulties, you may apply for the Loan / Financing Payment Assistance program. Please refer to Question 13 for our contact details. Alternatively, you may complete the e-form here.

The Loan / Financing Payment Assistance program is available for customers that are adversely affected by COVID-19 pandemic, especially for customers who have lost their jobs and are suffering from a reduction in income.

Please note that:

•	The approval is subject to our Bank’s policy on the Loan / Financing Payment Assistance program.
•	This is not applicable for :- a)   Mortgage (Residential & Commercial Property) under progressive payment b)   Personal Financing - Islamic for the Civil Sector under monthly Salary Deduction and for Pensioners under monthly deduction from their respective Pension Accounts.

Yes, you may submit your application. However, this will be subject to our Bank’s Loan / Financing Payment Assistance program approval criteria.

Yes, you may submit your application. However, this will be subject to our Bank’s Loan / Financing Payment Assistance program approval criteria.

Please refer to Question 6 for more information on our Loan / Financing Payment Assistance programs, and to Question 14 on documents required for your application.

If you have difficulty in paying your loan / financing instalment, we would be happy to assist you in your Loan / Financing Payment Assistance program application. Kindly submit your application as soon as possible. You may apply for this by:-

1)	Completing the e-form here.
2)	Calling our Collection Team at: •   ASB Financing & Mortgage (Residential & Commercial Property) 03-2610 6000 •   Personal Financing, Hire Purchase 03-2776 3111
3)	Alternatively, you may walk in to any of our branches for assistance.

The list of required documents can be found here.

For more information, please call 03-2610 6000 or 03-2776 3111 for us to assist you in your application.

Additional documents may be required on a case to case basis once the application process begins (please refer to Question 13 on how to apply for the Loan / Financing Payment Assistance Program).

We require approximately 5 calendar days to process your application upon receiving the complete set of documents. Applications for the Loan / Financing Payment Assistance program are considered on a case to case basis, and you will be notified of the results through SMS and subsequently a Letter of Variation will also be emailed to you. Upon receiving the Letter of Variation, you are required to accept the terms and conditions stipulated in that letter. Please follow the instructions stated in the letter should you wish to discuss further on the Letter of Variation.

If we don’t receive a response from you within 5 calendar days, you will be deemed to have accepted all the terms & conditions set forth in the Letter of Variation. Should you wish to decline / cancel the offer, please email to wecare@rhbgroup.com.

You will be notified via email of your new instalment amounts and the payment due date within 5 calendar days of your Loan / Financing Payment Assistance application being approved.

No, it will not. Rest assured that your interest / profit rate will not be increased under the Loan / Financing Payment Assistance program. Although there will be adjustments in the instalment amount should there be any revisions to the Base Rate / Base Lending Rate.

Note:
Please be advised that our newly revised Base Rate (BR) & Base Lending Rate (BLR) are 2.5% & 5.45% respectively effective 13th July 2020.

Yes, your monthly instalment amount will remain unchanged if your loan / financing accounts are based on a fixed rate.

However, there may be revisions to instalment amounts due to movement in Base Rate / Base Lending Rate if your loan / financing accounts are based on floating rates.

Yes, you can still apply for the loan / financing payment assistance. However, we strongly urge that you submit your application for payment assistance as soon as possible. This may be done by completing the e-form here.

Applications received before 15th of each month:
If your request is approved, Payment Assistance will be activated in the next month (e.g. Application received before 15th October; Payment Assistance will start from November 2020)

Applications received on/after 15th of each month:
If your request is approved, Payment Assistance will only be activated in the next 2 months (e.g. Application received on/after 15th October; Payment Assistance will start from December 2020)

Please note that you will still need to pay your monthly instalments while we are processing your application. If you have applied for payment assistance between 16th – 30th or 31st of the month and would be unable to make payment for the next month while we are processing your application, please call our Collection Team to discuss your current situation and we would be happy to address your concerns:

•	ASB Financing & Mortgage (Residential & Commercial Property) 03-2610 6000
•	Personal Financing, Hire Purchase 03-2776 3111

For Personal Financing-i Civil Sector customers:

Applications received before 7th of each month:
If your request is approved, Payment Assistance will be activated in the next month (e.g. Application received before 7th January; Payment Assistance will start from February 2020) 

Applications received on/after 7th of each month:
If your request is approved, Payment Assistance will only be activated in the next 2 months (e.g. Application received on/after 7th January; Payment Assistance will start from March 2020)

Please note that you will still need to pay your monthly instalments while we are processing your application.
If you have applied for payment assistance between 8th – 30th or 31st of the month and would be unable to make payment for the next month while we are processing your application, please call our Collection Team to discuss your current situation and we would be happy to address your concerns:
Personal Financing.

• • 03-2776 3111

Please call our Collection Team to discuss your current situation and we would be happy to address your concerns:

•	ASB Financing & Mortgage (Residential & Commercial Property) 03-2610 6000
•	Personal Financing, Hire Purchase 03-2776 3111

We will process your application and you will receive a notification via SMS within 5 calendar days. This will be followed by a Letter of Variation detailing the new instalment amount of your loan / financing facility and the new effective payment date.

Yes. While we are processing your application, you will need to resume your existing instalments on your existing due date from October 2020.

However, we understand that during this challenging period, you may have difficulties in paying your loans / financing facilities. If you require assistance, please call our Collection Team as soon as possible to discuss your current situation and we would be happy to address your concerns:

•	ASB Financing & Mortgage (Residential & Commercial Property) 03-2610 6000
•	Personal Financing, Hire Purchase 03-2776 3111

Please see Q2 above.

In approving the Loan / Financing Payment Assistance to our customers, the Bank will firstly assess and ascertain your payment capability. We will then engage you to discuss this matter in order to accommodate your needs as much as possible.

However, if following the approval of your Loan / Financing Payment Assistance program application you discover that you are unable to pay the new instalment amount, please follow instructions stated in the Letter of Variation to enable us to reconsider your instalment amount.

All applications for Loan / Financing Payment Assistance will go through a thorough and comprehensive evaluation process, taking into consideration the affected customer’s financial standing and the impact of COVID-19 on the affected customer’s financial and personal wellbeing.

However, an avenue for appeal on this matter will be stated in the letter of rejection that will be sent to unsuccessful applicants.

Please refer to Question 19.

If we receive your Loan / Financing Payment Assistance program application before or on 30th June 2021, there will be no impact to your CCRIS record. However, if we receive your application after 30th June 2021, your application will be tagged as ‘Reschedule and Restructure’ in CCRIS and this will affect your CCRIS record.

If your existing loan / financing is already under the Debt Management Programme by Agensi Kaunseling & Pengurusan Kredit (AKPK), your current CCRIS status will remain unchanged.

There will be no additional fees imposed for the Loan / Financing Payment Assistance program except for Hire Purchase facilities.

For Hire Purchase, in accepting the Loan / Financing Payment Assistance program offer, customers are required to sign a Hire Purchase Variation Agreement (Conventional), or a Hire Purchase-I Variation Agreement (Islamic) and Supplementary Guarantee Agreement (facility with guarantor). Customers would only need to pay for the stamping and postage of these documents. The fees for stamping are detailed below:

1)	Facility WITHOUT Guarantor : a)   Stamp duty for Hirer - RM10 b)   Postage for Hirer – RM7.30
2)	Facility WITH Guarantor : a)   Stamp duty for Hirer & Guarantor – RM20 b)   Postage for Hirer & Guarantor – RM13.40

No, you will not be able to request for lower interest / profit rate through the Loan / Financing Payment Assistance program.

The Insurance / Takaful coverage will remain unchanged up to the original loan / financing tenure. The time period where the loan / financing tenure is extended will not be covered by your original insurance / Takaful plan.

To extend your Insurance / Takaful coverage, please contact your appointed Insurer / Takaful company for further assistance.

It is a requirement of the Loan / Financing Payment Assistance program for Personal Financing (PF) that existing accounts (if your account is in arrears only) are closed before a new one is opened. This is done prior to the commencement of the revised instalment plan corresponding with the new loan / financing tenor.

You may request to go back to the original instalment amount at any time after your Loan / Financing Payment Assistance program application is approved by submitting your request through any of our branches.

Yes. This is due to the reduction in monthly instalment payment and longer payment tenor.

Should you require further clarifications on this matter, you may call our Collection Team at the contact numbers listed in Question 22.