Bank has taken a commercial decision to sell certain accounts in line with its own business circumstances.

If Aiqon has purchased your debt, then we will have sent you an introductory letter jointly with the bank as confirming the sale. In addition, you may contact the 03-7711 8888 (Standard Chartered Bank Helpdesk) or 03-55169299 (Alliance Bank Helpdesk), during office hours for any further confirmations regarding the status of your account.

We need you to contact us in order for us to start helping you to manage your debt.

If you continue to ignore our attempts to contact you, your account may be escalated to an external debt collection agent or, where appropriate, escalated to our litigation department.

Please contact us or email to us at enquiry@aiqondirect.com.

We want to work with you to enable you to clear your debt in a manner which suits your own individual circumstances. Therefore if you are unable to settle your debt in full at this time and wish to propose a repayment plan, you can do this by contacting us or email us at enquiry@aiqondirect.com

Our accepted payment methods are: Direct Debit, Standing Order, cash, cheques and postal orders.

All cheques should be made payable to 'Aiqon Direct Sdn Bhd' and sent to Level 23, Plaza See Hoy Chan, Jalan Raja Chulan, 50200,Kuala Lumpur, Malaysia.

Please ensure that you write your Aiqon Direct reference number on all correspondence, cheques, postal orders and other payments so that we can deal with your account and/or allocate payments as efficiently as possible.

We believe that Direct Debit is most suited for long-term repayment plans as it is a reliable, regular payment method that ensures that your plan will not fail as long as funds are available, thus giving you peace of mind that your payments will be made on time.

Where you have entered into a repayment plan with Aiqon, we will continuously monitor this and where necessary contact you to review your circumstances.

In the unlikely event you do not keep up with your repayments with Aiqon, we may look to escalate your account through our collection procedures, which may include instructing an external debt collection company, or where appropriate, commence legal proceedings to recover the balance.

Aiqon has reputation for providing excellent customer services and it’s a reputation that we work hard to maintain, we strives to engage with our customers in a professional, ethical and legally compliant manner. You are entitled to respectful and professional treatment by our staff. We know that sometimes things don't go as well as they should and problems arise. If this happens to you please let us know so we can fix the problem, we will do our best to put this right for you.

Once we are aware of your concern we expect all our staff will take the appropriate steps to address your concerns straight away. The chances are that the situation can be resolved quickly and amicably by collection Team Leaders, Collection managers or another member of staff.

If the staff member is not able to resolve this with you the matter will be referred to our Compliance Team (Customer Resolutions Team). Compliance Team will investigate the issue and take all reasonable steps to resolve the matter with you or your authorized representative.

This gives us the opportunity to resolve your complaint most efficiently and better our services. Aiqon Capital Group will endeavour to resolve all complaints in a manner fair to all parties and in accordance with the Central Bank Regulations. We will do our best to promptly address your complaint. You should receive an initial response from us within 24 hours and a final response within 14 business days. Sometimes it may take longer to fully investigate the details, in which case we will advise you of when we expect to be able to provide you with our response.

To lodge a complaint, please email to :complaints@aiqondirect.com

In order to properly understand, investigate and respond to your complaint, we may request that you put your complaint to us in writing.

Aiqon has helped many customers find manageable solutions to pay their outstanding debts. If a staff member has helped you or provided great customer service and you would like to provide us with positive feedback please email to compliance@aiqondirect.com