Review Timeline

Once a hardship application is submitted, the following timeline applies:

• Submission confirmation SMS is sent to the customer immediately
• A specialist from the hardship support team will review the case within 48 hours
• The specialist will contact the customer to discuss the outcome and next steps
• If approved, the restructuring takes effect within 5 business days
• The customer receives written confirmation of the new repayment terms via SMS and email

If additional documentation is required, the specialist will advise the customer during the follow-up call. The 48-hour SLA is measured from the time of submission, not from when documents are received.