Service Policy

Structured Service Process

Athena CredXpert's Repair and Repair+ services follow a structured process involving coordination between the client, lenders, Credit Bureaus, and our team.

Timeline Variations

The overall timelines may vary depending on:

• Nature and complexity of the Credit Report issues, timely responses and sharing of required documents/information by clients, lenders, and Credit Bureaus

Staged Process

Timely responses and document sharing help our team proceed smoothly and as the process is handled in stages, the next stage depends on completion of the previous stage and availability of the required information.

Case On Hold

In case we do not receive a response from the client:

• If there is no response for 15 working days, the case will be placed "On Hold" until all the required documents/information are received
• Our team will continue to share reminders and follow-up periodically

Case Closure

If there is continued non-response for additional 15 working days:

• The case will be treated as closed and a communication regarding the same will be shared with the client
• Further review, follow-ups, dispute handling, or process-related assistance will be discontinued, and any pending or unresolved issues will remain unresolved

Restarting a Closed Case

If the client wishes to continue again at a later stage:

• Initiate a fresh application, upload the latest Credit Report and pay the applicable fees as per current pricing

Review After Restart

Since Credit Reports could change over time, the latest Credit Report will be reviewed after restarting the process. Data from client's previous application, will be taken into consideration, wherever relevant, with client's confirmation.