Personify Financial customer service

Contact details

Phone

1-888-578-9546

Hours

Mon–Fri 8:00 AM–9:00 PM CT · Sat 8:00 AM–5:00 PM CT · closed Sunday

Mail

Personify Financial, PO Box 208417, Dallas, TX 75320-8417

Complaints

[email protected] · 866-578-9546 (listed on NM disclosures)

Web

personify.com/contact (form) · Borrower Portal login

Servicer (some loans)

Personify Loan Services, personifyls.com/contactus

Borrower Portal

The portal (myaccount.personifyfinancial.com) shows balance, due dates, payment history, your free monthly FICO® score and documents. You can make one-time payments by bank account there, or by debit card over the phone. Password resets are on the login page. If your loan was moved to Personify Loan Services, your login moves with it; check the email that announced the transfer.

Common reasons to call the lender, and what to expect

Filing a complaint

1. The lender first — phone or [email protected]. Keep dates and names.
2. BBB — the company responds to BBB complaints; useful for billing disputes.
3. CFPB — consumerfinance.gov/complaint. The company must respond within 15 days; complaints become public data.
4. Your state regulator — the financial institutions division or attorney general, especially for licensing questions. Utah DFI regulates First Electronic Bank.

Your rights when dealing with collections

If a loan is in collections, the Fair Debt Collection Practices Act limits third-party collectors: no calls before 8 AM or after 9 PM, no contact at work if you say so, written validation on request, and no threats. The lender's own agents are first-party and the FDCPA may not apply, but many states extend similar rules. You can request contact by mail only.

Before you call: what to have ready

• Loan or account number (top of any statement or the portal dashboard).
• The last four of your SSN and your date of birth for identity verification.
• The specific date and amount of the payment in question.
• What you want: a due-date change, a deferment, a payoff quote, a dispute, a stop on ACH.
• A pen. Write down the agent's name, the date, and what was agreed; ask for it by email.

Escalation path when the first call doesn't resolve it

1. Ask for a supervisor on the same call.
2. Email [email protected] with the call date and a one-paragraph summary.
3. File with the BBB — the company responds publicly.
4. File with the CFPB — a 15-day response is required and the complaint becomes public data.
5. For licensing or rate questions, your state regulator; for the bank, Utah DFI at (801) 538-8830.

More questions about reaching the lender

Why can't I log in to the Borrower Portal?

The lender's FAQ gives one reason: the portal only works for accounts originated through its platform. If your loan was transferred to the servicing company (Personify Loan Services), your login moved to personifyls.com. If you were a participating-creditor borrower, your account lives with that creditor, not here.

How do I update my phone, email or address?

Through the Borrower Portal or by contacting the servicer. Keep contact details current — notices about rate reductions, payment changes and hardship options go to the email on file.

Why did a different company contact me about my loan?

Personify Loan Services is a sister company that services some loans and may call or email on the lender's behalf. Verify by logging in to the portal before giving any information to a caller. Third-party collection agencies may also contact you after default; ask for written validation.

What should I say when I call about hardship?

Be specific: "I can't make the payment due on [date]; can you move the due date / defer one payment / set up a reduced plan?" Ask what the arrangement does to the rate-reduction clock and to credit reporting, and ask for confirmation by email. Reviewers who got help generally called before the due date; reviewers who didn't generally called after.

Frequently asked questions