You’ve been paying all your loans on time — but suddenly, your credit report shows a “late payment” or even a loan you never took. It’s frustrating, right?
Errors on your credit report (CCRIS, CTOS, or Experian) can hurt your credit score, affect your loan approvals, and even lead to higher interest rates.
The good news? In Malaysia, you have the right to dispute and correct any inaccurate information on your credit report — and it’s easier than most people think.
Here’s a complete guide on how to fix mistakes in your credit report, step by step.
First, Know Where Your Credit Information Comes From
In Malaysia, your credit history comes from three main sources:
| Credit Report Agency | What It Tracks | Managed By |
|---|---|---|
| CCRIS | Loans, credit cards, payment records | Bank Negara Malaysia |
| CTOS | Credit score, company directorships, legal actions | CTOS Data Systems |
| Experian | Credit score and repayment data | Experian Malaysia |
Banks use a combination of these reports when deciding whether to approve your loan or credit card.
Common Credit Report Errors Malaysians Face
Even responsible borrowers can have mistakes in their records. Here are some of the most common ones:
Wrong or Outdated Information
- A loan that’s already settled still shows as “active.”
- “Late payment” records even though you’ve paid on time.
Duplicate Accounts
- The same loan appears twice in your report.
Fraudulent Loans
- Loans or credit cards you never applied for — possibly identity theft.
Wrong Personal Information
- Errors in your IC number, name spelling, or employment details.
Old Legal Cases Still Displayed
- Cases that were already settled but not updated in CTOS or Experian.
Even one incorrect entry can lower your credit score or cause a bank to reject your loan.
Step 1: Check All Your Credit Reports
Start by reviewing your records from every agency, not just one.
Where to get them:
- CCRIS: Credit Bureau Malaysia Portal
- CTOS: CTOS Credit Report
- Experian: Experian Malaysia
Download or print your reports — you’ll need them to highlight the errors later.
Step 2: Identify and Highlight the Mistakes
Go line by line. Circle or highlight:
- Any loans you don’t recognise
- Incorrect payment statuses
- Wrong balances
- Duplicates or outdated records
Keep a list of the lender names and account numbers linked to those errors.
Step 3: Contact the Source (Your Bank or Lender)
Credit agencies only report data — they don’t create it.
So, if you find an error, you’ll need to contact the bank, lender, or financial institution that submitted it.
What to include in your request:
- A clear explanation of the error (e.g., “Loan fully settled on [date], still showing as active”)
- Supporting documents:
- Loan settlement letter
- Payment receipts
- Bank statements
- ID copy
Send your request via email or letter to the bank’s customer service or credit reporting department.
Keep records of every message and letter you send — these can help if you need to escalate later.
Step 4: File a Dispute with the Credit Agencies
If the lender doesn’t respond or refuses to correct it, contact the credit bureau directly.
How to dispute with each bureau:
CCRIS (Bank Negara Malaysia)
- Contact BNMTELELINK via
- Call: 1-300-88-5465
- Email: bnmtelelink@bnm.gov.my
- Provide your IC copy, details of the dispute, and supporting documents.
CTOS
- Use their online dispute form at ctoscredit.com.my.
- Alternatively, email dispute@ctos.com.my with evidence and your report reference number.
Experian
- File disputes online at experian.com.my.
- Or email consumer@experian.com.my with your report and documents.
By law, these agencies must investigate and respond within 21–30 days.
Step 5: Wait for Investigation & Follow-Up
Once your dispute is received:
- The bureau contacts the lender to verify your claim.
- If confirmed, the record will be updated or removed.
- You’ll get a notification email or letter with the outcome.
If they deny your request and you still disagree, you can:
- Provide new supporting evidence, or
- Ask the bureau to include a “Consumer Statement” in your file explaining your side.
Banks reviewing your credit report will see that note, which can help explain the situation.
Step 6: Recheck Your Reports After 1–2 Months
Wait a few weeks, then log back into eCCRIS, CTOS, or Experian to ensure the corrections have been made.
If not, follow up with the same officer or department.
A clean and accurate credit report is key to improving your loan eligibility and keeping your credit score healthy.
Tips to Prevent Future Errors
- Pay all loans on time.
- Keep settlement letters forever — they’re proof of payment.
- Update your contact info with banks so you don’t miss reminders.
- Check your credit reports at least twice a year.
- Be careful who you share your IC or payslip with.
Small administrative mistakes can cause big financial headaches later — stay proactive.
Final Thoughts:
Your credit report is like your financial report card — it tells banks how trustworthy you are as a borrower.
Mistakes happen, but leaving them uncorrected can cost you opportunities for years.
If something looks wrong, take action immediately.
With the right documents and persistence, you can fix credit errors and protect your financial reputation.
Remember: In Malaysia, you have the right to accurate credit information — and the system to correct it is free and accessible.