Muthoot Finance Customer Care – Complete 24x7 Support Guide

Muthoot Finance customer care is known for its prompt, helpful, and transparent support, ensuring customers' financial needs are handled smoothly and efficiently. For example, Arjun urgently needed ₹3,00,000 for his sister’s wedding expenses, so he applied for a gold loan at Muthoot Finance. 

Worried about the delay, he immediately contacted Muthoot Finance customer care. The executive patiently explained the valuation procedure, rechecked the documents, and promised a swift solution. 

A few weeks later, Arjun wanted to foreclose ₹1,00,000 of his loan early. He contacted Muthoot Finance customer care again. Muthoot Finance customer care emailed it to him within 2 hours. 

Detailed Muthoot Finance Customer Care Number by Service

a.General Customer Support

When Sneha, living in Kerala, needed help tracking her gold loan repayment, she called Muthoot Finance customer care for general support. Since she was based in South India, she used the dedicated number 99469 01212, which is a standard (chargeable) number. For customers outside South India, Muthoot Finance customer care provides two helplines: 011-46697754 (Level 1 support) and 011-46697744 (Level 2 support), both of which are also regular (chargeable) numbers.

Sneha was advised that for basic queries like loan account status, due dates, or payment options, the Level 1 number is best. However, if issues aren't solved at Level 1, customers can escalate by calling the Level 2 number for faster resolutions. Because of Muthoot Finance customer care, Sneha easily confirmed her repayment schedule and avoided late fees.

b.Muthoot Finance Credit Card Customer Care

When Rajesh received his new Muthoot Finance credit card, he needed assistance with activating it. He reached out to Muthoot Finance Customer Care at 99469 01212, the helpline for South India, which is a regular chargeable number. Customers from other regions can call 011-46697754 (Level 1 support) for general credit card concerns or escalate to 011-46697744 (Level 2 support) for unresolved issues.

Muthoot Finance Customer Care provides support for various credit card services, including card activation, billing disputes, credit limit changes, lost card reporting, and card replacement. When Rajesh found an incorrect ₹5,000 charge on his statement, he called Level 1 support to resolve the issue. Later, after misplacing his card, he contacted the same helpline to report it lost and request a new one, making the process quick and hassle-free.

c.Personal Loan & Home Loan Customer Care

Anjali applied for a Muthoot Finance home loan of ₹25,00,000, She wanted to track her application status. She called Muthoot Finance home loan customer care at 1800 121 1214, a toll-free number, and quickly got her updates without any charges. Similarly, for her brother Ravi, who had taken a personal loan of ₹5,00,000, tracking his EMI payments was easy. He contacted Muthoot Finance's personal loan customer care at 080 35392825, a regular (chargeable) number.

Muthoot Finance customer care for home loans and personal loans assists with loan application tracking, EMI tracking, and foreclosure requests. For example, when Ravi decided to foreclose his loan early, he called the personal loan support number and got a complete foreclosure statement within 24 hours.

• Home Loan Queries (Application tracking, EMI, Foreclosure): Call 1800 121 1214 (Toll-free)
  
  
• Personal Loan Queries (Application tracking, EMI, Foreclosure): Call 080 35392825 (Chargeable)

D. Muthoot Finance NRI Customer Care

Muthoot Finance does not have a dedicated NRI customer care number. Although NRIs can access general customer support numbers for assistance, there is no exclusive helpline specifically for NRI customers. NRIs are advised to contact regular Muthoot Finance customer care or visit branches directly when in India.

E.Emergency Service

When Manish lost his Muthoot Finance card while travelling, he needed immediate help to avoid misuse. He quickly contacted Muthoot Finance customer care at 080-35392818. This number is primarily for grievances related to interest and CIBIL matters, but it also supports emergency actions like lost/stolen card reporting and fraud complaints. Additionally, for CIBIL-specific grievances and fraud alerts, customers can also call 0484-480 4084.

In case of a lost or stolen card, Muthoot Finance advises taking these immediate actions:

1. Call the emergency customer care number immediately.
   
   
2. Request hotlisting of the lost/stolen card to block it and prevent unauthorised use.
   
   
3. Provide basic verification details like your customer ID or registered mobile number.
   
   
4. File a formal complaint if any fraudulent transactions are detected.

Thanks to Muthoot Finance customer care, Manish was able to hotlist his card within minutes, ensuring no loss occurred.

• Emergency Helpline (Lost/Stolen/Fraud):
  
  
  • 080-35392818 (Primary)
  • 0484-480 4084 (CIBIL/Fraud related)

Other Ways to Contact Muthoot Finance Customer Care

Apart from traditional helpline numbers, Muthoot Finance offers multiple digital channels to ensure customers receive timely support through convenient and accessible platforms.

a. WhatsApp Banking: Steps to activate and use

Muthoot Finance offers convenient WhatsApp banking services to provide instant support and assistance, primarily for gold loan-related queries. The service is available through their chatbot, 

“Mattu,” which can answer questions, guide customers, and even send payment notifications.

Steps to Activate and Use Muthoot Finance WhatsApp Banking:

1. Save the WhatsApp number: +91-7558077666 in your phone’s contact list.
   
   
2. Start a chat: Open WhatsApp and message the number to initiate contact with the chatbot, “Mattu.”
   
   
3. Follow the prompts: “Mattu” will guide you through various options, including loan inquiries, payment notifications, EMI tracking, and other gold loan-related assistance.
   
   
4. Get instant help: Whether you need to know your loan status, request a payment extension, or inquire about interest rates, “Mattu” is available 24/7 to provide answers and direct you to further support if needed.

WhatsApp banking with Muthoot Finance offers a simple, quick, and efficient way to manage your gold loan queries without the need for a call. This service makes customer interaction more accessible and ensures you stay up-to-date on your financial transactions.

b.Email Support: Priority and general queries

For any policy-related or general queries, Muthoot Finance offers a convenient way to contact customer care via email. After clicking on the link provided below, you’ll need to submit a form with your query to initiate email support:

Click here to submit your query via email

Once on the page, fill out the form with the necessary details regarding your query. Muthoot Finance’s customer care team will respond to your email with the required assistance or information.

This email support ensures you receive accurate responses to your inquiries related to loan policies, terms, conditions, and any general questions you may have.

c.Chatbot/Live chat via Muthoot Finance Website/app

Karan needed a quick update on his gold loan balance, but didn’t want to wait on a phone call. So, he visited the official Muthoot Finance website and clicked the Live Chat icon at the bottom right corner. Within minutes, the virtual assistant provided his current loan balance without any delay.

Through the Muthoot Finance Customer Care chatbot, Karan was able to check his gold loan details, ask about interest rates, and confirm his next due date—all without speaking to a human. Similarly, customers using the Muthoot Finance Mobile App can use the Live Chat feature to track loan applications, view EMI schedules, and get instant answers to common service questions.

This channel is ideal for those who prefer typing over calling, and it’s designed to handle quick requests instantly or connect you to a human agent for more complex issues.

d.Social Media: Twitter, Instagram handles

For updates, service-related announcements, or to reach out for general queries, customers can connect with The Muthoot Group on social media:

• X (formerly Twitter): @TheMuthootGroup
  
  
• Instagram: @themuthootgroup

While these handles are primarily for brand updates, promotions, and financial awareness, customers can also drop a message or tag them for general support. For specific loan or account issues, it's recommended to use official customer care numbers or email support.

Muthoot Finance Grievance Redressal Process

Level 1: Customer Care

If your concern is not resolved through regular Muthoot Finance customer care, you can escalate the issue to the Grievance Redressal Cell. Separate regional grievance cells are available for North and South India to handle unresolved complaints.

Grievance Redressal Cell – North

Phone: +91-11-46697754
 

Address:
 

Asst. General Manager,
 

Customer Grievance Redressal Cell, GM’s Office
 

Muthoot Group, Muthoot Towers,
 

Alaknanda, Delhi – 110019

Grievance Redressal Cell – South

Phone: 0484-4804074
 

Address:
 

General Manager,
 

Customer Grievance Redressal Cell, GM’s Office
 

Muthoot Chambers, Kurian Tower,
 

Opposite Saritha Theatre, Banerji Road,
 

Ernakulam, Kerala – 682018

When to Contact the Grievance Cell

Customers should contact the Grievance Redressal Cell only if their issue has not been satisfactorily addressed through regular support channels such as phone, email, WhatsApp banking, or live chat. These offices handle serious complaints related to loan accounts, service dissatisfaction, interest disputes, and unresolved CIBIL matters.

Nodal Officer Details

If the resolution provided by the Grievance Redressal Cell (Step 2) does not meet your expectations, you have the option to escalate the matter further to the Principal Nodal Officer of Muthoot Finance.

Principal Nodal Officer Contact Details:
 

Name: Kiran G
 

Designation: General Manager
 

Office Address:
 

Customer Grievance,
 

Muthoot Chambers, Kurian Tower,
 

Opposite Saritha Theatre, Banerji Road,
 

Ernakulam, Kerala – 682018

You can approach the Principal Nodal Officer through any of the access channels provided by Muthoot Finance (phone, email, or post) to seek a higher-level review of your complaint. The Principal Nodal Officer is responsible for ensuring that customer grievances are addressed fairly and promptly at the final escalation stage.

Level 3: Banking Ombudsman Escalation Process

If a customer is not satisfied with the resolution provided by Muthoot Finance Ltd. (MML) through its grievance redressal process, they may escalate the issue to the Banking Ombudsman under the RBI Integrated Ombudsman Scheme, 2021.

Integrated Ombudsman Scheme 

The RBI has unified the following three earlier schemes into one:
 

1. Banking Ombudsman Scheme, 2006
   
   
2. Ombudsman Scheme for Non-Banking Financial Companies, 2018
   
   
3. Ombudsman Scheme for Digital Transactions, 2019

The Integrated Ombudsman Scheme, 2021, became effective from November 12, 2021.

Grounds for Filing a Complaint

A complaint can be filed with the RBI Ombudsman within one year of:
 

• Receiving a wholly or partially rejected response from MML, or
  
  
• Receiving an unsatisfactory resolution, or
  
  
• Not receiving any response from MML within 30 days of filing the initial complaint.

How to File a Complaint

• Online: Through the RBI's official Complaints Management System here 
  
  
• Offline: By submitting a complaint in physical or electronic form to the Centralised Receipt and Processing Centre as notified by the RBI.

After Filing

If the Ombudsman issues an award (decision):

• The complainant must submit a letter of acceptance to MML within 30 days of receiving the award.
  
  
• MML is then required to comply with the award within 30 days of receiving the letter of acceptance.
  
  

Appeals

If unsatisfied with the Ombudsman’s award or a complaint rejection, the customer can file an appeal with the Appellate Authority within 30 days from the date of such decision.

Note:-

• There is no monetary limit on the value of a dispute that can be brought before the Ombudsman.
  
  
• The complaint may be rejected if it is not maintainable under the scheme.
  
  
• This process is part of an Alternative Dispute Resolution Mechanism.
  
  
• Customers may approach courts or other legal forums at any stage, but once that path is chosen, 
   
• they cannot approach the Ombudsman for the same matter.

For full details, click here or contact your nearest MML branch.

FAQ’s

1. How can I contact Muthoot Finance customer care for loan queries?
Contact Muthoot Finance Customer Care via helpline, email, WhatsApp, or live chat for quick loan-related support..

2. How can I track my loan application status with Muthoot Finance customer care?
Track your loan application with Muthoot Finance customer care via phone, WhatsApp, or live chat for real-time updates on processing and approval..

3. Can I use WhatsApp to contact Muthoot Finance customer care?
You can contact Muthoot Finance customer care via WhatsApp by messaging their chatbot “Mattu” at +91-7558077666 for gold loan inquiries, payment updates, and general assistance.

4. How do I escalate a complaint if Muthoot Finance customer care doesn't resolve it?
If Muthoot Finance customer care doesn’t resolve your complaint, escalate it to the Grievance Redressal Cell, and if necessary, to the Principal Nodal Officer for final review.

5. Does Muthoot Finance customer care handle credit card issues?
Muthoot Finance customer care assists with credit card services like activation, billing disputes, limit increase, lost card reporting, and replacement through the same helpline numbers.

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