Frequently Asked Questions

The weight of debt can add emotional, relational, and financial stress to our lives. Overdue debt could lead to legal proceedings and also affect your creditworthiness for future borrowing. Paying off your debt and becoming debt-free puts you more in control of your money.

A debt collector collects debts owed, commonly when those debts are past due. Debt collectors include original creditors, third-party collection agencies and buyers who purchase past due debts from the original creditors.

A debt collector may be contacting you if you are past due on a debt, or to locate someone you know. Set up a payment plan with the debt collector to resolve the debt. If you do not owe the debt or have already paid the debt, it is important to take action and inform the caller.

When contacted, you should seek verification of the debt. Ask for:

• The identity of the debt collector, including name, address, and phone number.
• The information on the debt, from the amount owed to additional fees such as interest or collection costs.
• What the debt is for and when the debt was incurred.
• The name of the original creditor.

Do not disclose your personal or financial information to the caller until you have confirmed it is a legitimate debt collector.

Ask the debt collector for the name, company, address, and phone number. If the caller refuses to give you the necessary information about your debt or is trying to collect a debt that you do not recognise, it might be a fraudulent call.

Do not disclose your personal or financial information such as your bank account, credit card, or identification number to the caller until you have confirmed it is a legitimate debt collector.

If you believe you do not owe the debt or that it is not your debt, please drop us a call and send an email to the debt collector. Our debt specialist team will follow up accordingly.

For purchased portfolio accounts, if there is no prior log of the escalation – the borrower will need to file a police report and send in the report for us to investigate further with the seller. The debt seller will need to pull the data from the sales team on their end about how this account was sourced.

We understand that sometimes, borrowers may face unfortunate circumstances of job loss, illness, or bereavement not within their control and may not be able to pay the full amount on time. The best solution is to contact the debt collector to discuss an optimal payment plan, instead of avoiding the collection actions.

For Flow borrowers, please get in touch with us to discuss your financial situation. We will support you with free debt advice and help you set up a repayment plan that you can afford and find the best solution for you to pay off your debt.

If a debt collector contacts you about a debt you have already paid, you should let them know that you paid the debt.

You could also provide the debt collector with document proof on the confirmation of your payments. Only send copies and keep the originals. Keep records that you sent your dispute to the debt collector.

Always check the legitimacy of the debt collector before sending your sensitive personal and financial information across.

Yes, debt collectors do billing based on the data provided by the creditor. In the event of a discussion about the amount and balance, you can explain it to the debt collector and provide the data held as well as proof of communication or balance with the creditor via email or other communication channels.

If the debt belongs to you and the amount is correct, then the debt collector is entitled to collect and continue to ask you to pay the debt.

If you do not make a proven debt payment on behalf of and under your responsibility, then you can then be declared defaultable.

It’s an obligation to service the debt that you have accumulated. By avoiding communication with the debt collector, you are making the situation worse as there could be further complications such as legal proceedings, further escalation of collection activities, blacklisting on credit bureau, additional late charges, legal fees and interest.

You can contact the debt collector to make a settlement through deliberation and consensus. Settlement through legal lines could be pursued if the debt collector has attempted multiple times, but there is no response from the borrower. This could happen since the debt collector has an obligation to do collections.

Communicate to the debt collector that you will make the payment gradually and by an appropriate date. You should understand that you have an obligation to make payments, so take the first step gradually.

No. The debt will remain under your name and most likely will be growing due to the interest charges and at times, legal fees.

No, when someone dies owing a debt, the debt does not go away. Generally, the deceased person’s estate is responsible for paying any unpaid debts. The estate’s finances are handled by the personal representative of the deceased.

Debt collectors cannot try to collect debts that were discharged in bankruptcy. Also, if you file for bankruptcy, debt collectors are not allowed to continue collection activities while the bankruptcy case is pending in court.

Upon the court’s decision, all your estate will be managed by a curator as appointed by the court. Your debt will be repaid using your income or estate as per the court’s verdict. The debt collector will then be liaising directly with the curator for such cases.

Flow is a multi-national ethical credit management company that operates in Indonesia, India, Vietnam and is headquartered in Singapore. We buy debts from many institutions such as banks and become the owner of these debts. When we buy your account, the money you owe on this account is owed to Flow instead of the original lender.

We specialise in helping our borrowers to come up with manageable repayment plans.

We are committed to assist them in their repayment journey to help them become debt free again. Please contact us to talk this through with our customer service representatives or click here to learn more about the company.

FlowCares is a knowledge portal on debt management and a self-service portal for Flow borrowers. Login to your account to make a loan payment, view status of settlement transaction, check your balance and get dedicated support from our customer service team.

Please click here to access the self-service portal.

Please contact us, and we will help you. Email us at Indonesia@flow-tech.ai, and one of our debt management specialists will be more than happy to assist you.

Login to the FlowCares portal to make your payment. There will be a guided tutorial upon your first visit. Alternatively, you can also make your payment to Flow:

1. Via your dedicated Virtual Account number (Mandiri VA number) from any bank or ATM Bersama with a charge of IDR 6.500, or
2. Using a temporary Virtual Account for a specific amount via Alfamart.

To access to your payment plan and details about your account, you can either login to our self-service portal or contact us.

If you need to change your payment plan, you can do this by logging into the FlowCares self-service portal, or you can also email us at Indonesia@flow-tech.ai, and we will be more than happy to assist you.

We understand that sometimes, borrowers may face unfortunate circumstances of job loss, illness, or bereavement not within their control and may not be able to pay the full amount on time. The best solution is to contact the debt collector to discuss an optimal payment plan, instead of avoiding the collection actions.

Please contact us, and we will help you. Email us at Indonesia@flow-tech.ai, and one of our debt management specialists will be more than happy to assist you.

An over-paid account is when you have cleared the outstanding balance in full and have made additional payments. The first thing to do is to contact us to check if you have overpaid your account.

If you have overpaid your account, please send us a letter indicating your account number, name, how much was the payment that you have overpaid us, your personal account number, and bank name so we can transfer the amount (if your claim was accurate). The letter should be signed on a “Metrai” along with a copy of your KTP, and you may email us the scan copy to Indonesia@flow-tech.ai. Upon investigation, our team will contact you back to deliver the outcome of the investigation within 5 working days.

Upon your full payment, Flow as the legal owner of your account will be issuing the full settlement letter, and you have the option to let us send the letter via postal mail, email or pick up from our office. If you are sending anyone else to pick up the letter, you will need to fill in the authorisation form and copy of your ID along with the ID copy of the authorised person.

In such cases, Flow will require more details on your dispute to assist you further.

Please share with us the documentation that was sent to the original creditor via email to Indonesia@flow-tech.ai. The case will be escalated to the supervisor for further handling.

Under the terms of your original agreement with the lender of credit, your personal data is passed to Flow upon the purchase of debt.

Your account was part of a portfolio that was sold to Flow as the debt was not serviced for a period of time. The seller deemed that it would be better to let a professional company such as Flow that specializes in managing such debts handle it.

Flow is the legal owner now, and the agreement that you signed with the original creditor remains the same without any changes.

Flow is now the legal owner of this debt and there is a notification that is sent to you informing on the movement of this debt legally. Please contact us for further queries or login to FlowCares to make a payment.

Your account is maintained by us, and all your payment will be collected to the virtual accounts that we have prepared dedicated to each loan account. Upon making your full payment, we shall also be issuing settlement letters indicating your account is paid and closed.

For full details, please refer to our Data Privacy Policy.

We may share your personal information within Flow and the following organisations:

1. The original creditor to comply with our obligations under the assignment.
2. Third party agents and advisers who we use to administer your account, such as approved debt collection agencies, tracing agents, process servers and solicitors.
3. Credit reporting agencies such as PEFINDO or equivalent to it that are licensed by a regulator or its equivalent.

For full details, please refer to our Privacy Policy.

At Flow, we pride ourselves upon providing ethical, responsible collection services. Should we fail to meet your expectations, or you are dissatisfied with the service we provide, please tell us.

Please contact us to make a complaint. Email us at Indonesia@flow-tech.ai. Once contacted, we will acknowledge your complaint in writing within 5 working days, investigate the case diligently and impartially, obtaining additional information when necessary. We do hope that the final response will resolve the matter to your full satisfaction.

There is information you can request to help you confirm the legitimacy of a debt company. Flow is more than happy to provide you with our company details, address, phone number, website URL and license number for verification.

If you need to assurance, please contact us and we will help you. Email us at Indonesia@flow-tech.ai.

You are blacklisted in SLIK if the account has not been paid in full and closed. Our debt management specialists at Flow can discuss payment plans for you to be debt-free, and we can issue the settlement letter once you have paid the debt in full and the payment is reflected in our system.

At Flow, we believe in executing effective debt collection processes that ensure fair and ethical treatment of our borrowers. This consists of a combination of SMS, letters, IVRs, emails, and phone calls, made in the borrowers’ local language. The exact sequence of our collection strategies will vary by country, based on the debt portfolio, borrowers’ response, and payment behaviours and in accordance with the culture laws of each country we operate in.

If we are not able to recover the outstanding debt with the processes above, Flow will provide you with our recommendations for the next steps such as legal proceedings or whether further collection actions will be taken.

We contact the borrowers via letters, emails, SMS, phone calls and IVRs.

We do not use field collection, nor do we use threats and profanities to extort debt payment from borrowers. We use several ways such as SMS, letters, emails, and phone calls to reach out to borrowers in a respectful manner.

Together with customer-centric collection processes and by understanding borrowers’ payment behaviours, our debt management specialists create personalised optimal payment plans for borrowers. We are committed to assisting them in their repayment journey to help them become debt-free again.

It depends fully on the customer and readiness to commit to a payment plan or an outright settlement.

Credit counseling organisations can advise you on your money and debts, help you with a budget, and guide you on debt management. FlowCares knowledge centre is one such credible online guide you can turn to for learning more about debt management.

The original creditor is the company that gave you the loan or credit. An original creditor may attempt to collect a past due debt or account itself, or it may hire a debt collector. A debt collector is generally a third party who has been contracted to collect your debt or account.

The name of the company contacting you about an unpaid debt may be different than the original creditor who gave you the loan or credit. The original creditor also may sell your debt or account to another party who may then collect the debt or place it with a different debt collector.

Legitimate legal entities have permission from the authorities (in Indonesia, from BKPM, AFPI, and OJK) and have human resources that have been certified in the field of billing from the Professional Certification ( SPPI – Sertifikasi Profesi Pembiayaan Indonesia).

Harassment by a debt collector can be in different manners including repetitive phone calls, use of obscene language, and threats of violence. Publishing lists of people who refuse to pay their debts excluding to a credit reporting company is not allowed.

Debt collectors also cannot use false, deceptive, or misleading practices. This includes misrepresentations about the debt on the amount owed, and false threats to arrest borrowers.

It is a good practice to keep records of all documents between you and the debt collector.

Yes. It is based on the creditor business like Bank, Multifinance, or Fintech. Bank business is regulated by Bank Indonesia, while Multifinance and Fintech — by OJK.

Overall, the limitations will be:

• Collections is prohibited by using threatening, violent and/or humiliating acts
• Collections is prohibited by using physical or verbal pressure
• Collections using means of communication is prohibited on an ongoing basis which is intrusive
• Collections can only be done at the place of billing address or credit card holder’s domicile
• Collections can only be made from 08:00 AM to 08:00 PM

Generally, debt collectors cannot call you at an unusual time or place, or at a time or place they know is inconvenient to you. According to Indonesian law, it can only be from 08:00 AM to 08:00 PM.

Yes, as long as there is no resolution on the debt problem, where there is still an obligation to make debt payments, and debt collectors still have obligations to collect.

Collection companies usually do not have the legal authority to issue arrest warrants or have you put in jail. The priority of debt collection company is debt payment.

Ignoring or avoiding a debt collector is unlikely to stop the collector from contacting you or trying to collect the debt. A debt collector may be contacting you if you are past due on a debt, or to locate someone you know. Set up a payment plan with the debt collector to resolve the debt. If you believe that the debt is not yours or you have fully paid, you should inform the debt collector.

No. A debt collector may contact other people but generally only to find out how to contact you and only to contact the emergency number if you put your relatives’ numbers.

If a debt collector contacts you, you might want to speak with them even if you do not owe the debt or are unable to pay right now. The debt collector can help you understand if the debt is your responsibility and explain your best payment options.

If the debt collector is calling you at an inconvenient time or place, you have the right to ask the debt collector to call you at a more convenient time. They may also have a website you can use to obtain information or ask a question.

A debt collector may not collect any interest or fee not authorised by the agreement or by law. The interest rate or fees charged on your debt may be increased if your original loan or credit agreement permits it and no law prohibits the increase.

You are not required to give out your personal information to anyone. Legitimate debt collectors will usually ask questions to verify your identity. When contacted, you should seek verification of the debt. Ask for:

• The identity of the debt collector, including name, address, and phone number.
• The information on the debt, from the amount owed to additional fees such as interest or collection costs.
• What the debt is for and when the debt was incurred.
• The name of the original creditor.

Do not disclose your personal or financial information to the caller until you have confirmed it is a legitimate debt collector.