Our support team can help with questions about the loan-request form, the information you submitted, messages you have received from us, and anything on our website. Reach us by email, phone or mail using the details below. Our goal is a reply within one business day.
Because we are a request and matching service rather than a lender, a few kinds of questions are better answered by the lender that issued your loan. The sections below explain which is which, so your question reaches the right people the first time.
Columbus, OH 43215
Ways to reach us
You can contact our team by email at any time, by phone during support hours, or by postal mail at our Columbus, Ohio office.
- Email: [email protected]
- Phone: (888) 874-7736
- Mailing address: 2320 Hawthorn Boulevard, Suite 181, Columbus, Ohio 43215
Email is usually the quickest way to get a detailed answer, because it lets us look into your request before we reply.
Support hours
Phone lines are staffed on weekdays between 8 a.m. and 8 p.m. ET and on Saturdays between 9 a.m. and 5 p.m. ET, with no phone support on Sundays.
Emails and letters that arrive outside those hours are answered in the order received on the next business day. We aim to reply to every message within one business day, although privacy requests and complaints that need research may take longer; we will tell you if that is the case.
What to include in your message
Including your full name, the email address or phone number you used on the request form, and a short description of the issue helps us find your request and answer on the first reply.
- The approximate date you submitted your request
- What you were trying to do and what happened instead
- Any error message you saw, word for word if possible
- The best way and time to reach you
Please never send your full Social Security number, bank account number or passwords by email. If we need to verify your identity, we will explain a secure way to do it.
Questions a lender needs to answer
Questions about an approved loan, including payment dates, balances, payoff amounts, autopay changes or hardship options, need to go to the lender that issued it, because only that lender can see and change your account.
We do not make credit decisions, so we also cannot explain why a particular lender declined a request or set a particular rate. The lender's adverse action notice or offer documents will list its contact information. If you cannot find the lender's details, write to us and we will help you identify which lender received your request. For general questions about the process, our frequently asked questions may already have the answer.
Privacy requests and opting out
To ask what personal information we hold about you, request a correction or deletion, or stop marketing calls, texts and emails, contact us by email or mail with the words Privacy Request in the subject line.
We will confirm receipt, may ask you to verify your identity, and will respond within the time frame applicable law requires. You can also reply STOP to any text message or use the unsubscribe link in any marketing email. Our privacy policy describes your rights and how we handle requests.
Complaints and feedback
Complaints about our service are reviewed by a team member who was not involved in the original issue, and we aim to acknowledge every complaint within one business day.
Tell us what happened, when it happened and what outcome you are hoping for. If your complaint concerns a lender's conduct, we will still listen and, where appropriate, pass the concern along to that lender, but the lender is responsible for resolving issues with its own loans. You may also contact your state's financial regulator or the Consumer Financial Protection Bureau if you are not satisfied with a lender's response.
Compliments and suggestions are welcome too; they help us decide what to improve next.