Customer Frequently Asked Questions (FAQs)
Last Updated: 26 June 2020
Dear Valued Customers,
We have compiled a list of frequently asked questions for your convenience.
If you are not able to find your answer here, do contact HP Careline at 03-3000 8666 or Whatsapp to (012) 382 8852 https://wa.link/yt93he 
with your Full Name, IC Number and Car Plate Number.
1. How can I check my Loan Balance / Loan Arrears / Statement / Loan Settlement amount?
3. I would like to request a copy of VOC, Insurance Cover Note / Loan Agreement, what should I do?
4. I would like to discuss my monthly installment payments, what should I do?
5. My car has been repossessed, how can I check the redemption process and amount?
6. My loan account is settled, when can I collect the Original VOC?
Payment
1. How do I make my monthly installment payments to ELK-Desa?
You can make payments over the counters at our ELK-Desa branches. For your convenience, we highly recommend that you use the following off-site payment channels.
| Locations | Payment Channels | Remark |
|---|---|---|
| JomPAY at all Major Banks in Malaysia |
JomPAY
Internet Banking Mobile Banking ATM User Guide: https://bit.ly/3ce2Bzi View Banks Service & Payment Availability |
The JomPAY Ref-1 will be sent to eligible customers every 1st and 20th of the month.
No transaction fees will be charged. |
| Maybank |
Bill Payment
Cash Deposit Terminal User Guide: https://bit.ly/3djK4Dq |
A CDTF Transaction PIN will be sent to eligible customers every 1st and 20th of the month.
Transaction fees may apply. |
| Public Bank |
Bill Payment
ATM Cash Deposit Terminal PBe Online Banking User Guides: https://bit.ly/3ch3qYi https://bit.ly/2yH8szy |
A CDTF Transaction PIN will be sent to eligible customers every 1st and 20th of the month.
Transaction fees may apply. |
You can be assured that the banks will notify us regarding your payment on or before the next working day. We will update our system and send you an SMS confirmation within 2 working days.
Return to Top2. I did not receive the CDTF Transaction PIN or JomPAY Ref-1, what should I do?
A CDTF Transaction PIN and JomPAY Ref-1 will be generated monthly and sent to eligible customers every 1st and 20th of the month. The SMS will be sent to the hirer registered contact number with us only.
For customers who have not received the CDTF Transaction PIN or JomPAY Ref-1, you may retrieve the PIN and Ref-1 via SMS.
Type the following and SMS to 63839
ELK<space>PIN<space>NRIC HIRER (numeric only)
Please refer to this link for the user guide (https://bit.ly/2M5j5PU).
Return to Top3. After making payment via the offsite channels, do I need to send my Payment Transaction Slip to ELK-Desa?
When you make payment via JomPAY, Maybank CDTF, Public Bank ATM/CDTF/PBe, you would have keyed in either the JomPAY Ref-1 or the CDTF Transaction Pin. If this is the case, you DO NOT need to send the Payment Transaction Slip to us. You may keep the slip for your own future reference. A system generated SMS will be sent to the hirer registered contact number within 2 working days.
For some exceptional circumstances (e.g. temporary alternative channel set up during MCO) where you have made Direct Fund Transfers to our bank account via InterBank Giro (“IBG”) or Instant Transfers, you must send the Payment Transaction Slip (indicating the car plate number and hirer name) to our Business Operations Team via Whatsapp at (012) 722 1793 or https://wa.link/xcbgwc 
Our Business Operations Team will trace your incoming payment for issuance of receipt. Thereafter, a system generated SMS will be sent to the hirer registered contact number.
Return to Top4. How can I receive my receipts?
For customers who make payments over the counter at our branches, you should receive the official receipts immediately after payment.
For customers who have made payments via offsite payment channels, a Receipts Acknowledgement will be sent to the hirer postal address registered with us once every 3 months (i.e. March, June, September and December).
Return to Top5. What should I do if my payment transaction at the Cash Deposit Machine is Cash Jammed / Cash Retracted / Timeout?
Firstly, keep the error slip that is generated by the cash deposit machine.
Secondly, contact the bank where you have performed the transaction. The bank should provide you with a report with reference number.
Thereafter, whatsapp the error slip and the bank report / reference number to our Business Operations Team via WhatsApp at (012) 722 1793 or https://wa.link/xcbgwc Our Business Operation Team shall assist you on the matter.
Loan Status and Administration
1. How can I check my Loan Balance / Loan Arrears / Statement / Loan Settlement amount?
Please whatsapp to our HP Careline at (012) 382 8852 or https://wa.link/yt93he with your Car Plate number and enquiry, our HP Careline agent shall respond to you.
2. I have changed my Correspondence Details registered with ELK-Desa, how should I update my new details?
Please fill up the form via this link https://forms.gle/a6HNEGF6HQXkCL7o6. The update process shall be in 3 working days.
Return to Top3. I would like to request a copy of VOC, Insurance Cover Note / Loan Agreement, what should I do?
Please fill up the form via this link https://forms.gle/VqqWiJhfwdwu8pgm9 and our HP Careline agent shall respond to you in 3 working days.
Return to Top4. I would like to discuss my monthly installment payments, what should I do?
Please visit this link https://forms.gle/rdvHHz8nqgNuDnJ78 and submit your requisition. Our Collection Team shall contact you for further discussions.
Return to Top5. My car has been repossessed, how can I check the redemption process and amount?
Please whatsapp to our HP Careline at (012) 382 8852 or https://wa.link/yt93he with your Car Plate number and enquiry.
6. My loan account is settled, when can I collect the Original VOC?
Please whatsapp to our HP Careline at (012) 382 8852 or https://wa.link/yt93he with your Car Plate number and enquiry, our HP Careline agent shall respond to you.
Return to TopInsurance and Road Tax
1. My motor insurance and road tax has expired or will expire soon. How can I check the renewal amount and payment channel?
Please fill up the form via this link https://forms.gle/fxrgvBR25bqhkBmT6 and our HP Careline agent shall respond to you in 3 working days.
Return to Top2. What is Loan Protector Insurance Policy?
Subject to the underwriting policy by the Insurer, our Loan Protector Insurance Policy provides compensation in the event of bodily injury caused by accidental means which injury shall solely and independently of any other cause result in death or disablement or necessitate medical and / or hospitalization and surgical treatment.
You may check the insurance benefits by clicking here
Return to Top3. I have paid for the Insurance and Road Tax renewal, when can I collect or receive the renewed Road Tax?
If you have paid your Insurance and road tax renewal over our counter, you may collect your renewed Road Tax on the same working day after payment is made. You may check with our counter staff regarding the collection time.
Otherwise, we will courier the renewed road tax to your postal address the next 2 working days after payment is made. Additional courier charges apply.
Return to TopOthers
1. Why do I receive numerous SMS messages in a month?
In general, you will receive the following types of SMS messages every month.
1. Latest JomPAY Ref-1 and CDTF Transaction PIN
2. Reminders for upcoming installment payments
If there is no arrears in your account, you may ignore the SMS reminders.
Return to TopUseful Links for Customers
1. How to retrieve your latest CDTF Transaction PIN or JomPAY Ref-1 (https://bit.ly/2M5j5PU)
2. User guide on making payment via JomPAY (https://bit.ly/3ce2Bzi)
3. User guide on making payment using CDTF PIN at Maybank CDM (https://bit.ly/3djK4Dq)
4. User guide on making payment using CDTF PIN at Public Bank CDM (https://bit.ly/3ch3qYi)
5. User guide on making payment using CDTF PIN via PBe Online (https://bit.ly/2yH8szy)
6. Requisition on Update Correspondence Details https://forms.gle/a6HNEGF6HQXkCL7o6
7. Requisition on Discussion of Installment Payments https://forms.gle/rdvHHz8nqgNuDnJ78
8. Requisition on copy of VOC, Insurance Cover Note and Loan Agreement https://forms.gle/VqqWiJhfwdwu8pgm9