For Queries coming from Unregistered Email Address:

1. First Response:

• EMA will reply to queries from unregistered email addresses, instructing the customer to write from a registered email address. The ticket will then be Resolved.

2. Follow-up:

• If the customer writes again from the same unregistered email address, providing their registered email address and contact details, we will call the customer on the provided registered contact number to resolve the query over phonecall. The ticket response should state, "As per our telephonic conversation, we have resolved your concern." and then the ticket should be Resolved.

• If the number is unreachable or there is no response, we will reply to the email stating: "We tried reaching out to your registered contact number ending with XXX, but the call went unanswered. Kindly let us know a convenient time so that we can call and resolve your concern. We cannot share any information about your loan as you have written to us from an unregistered email address." and ticket should be Resolved.

3. Pre-disbursal Queries:

• We can respond to emails from unregistered email addresses only for pre-disbursal queries where the LAN ID is not generated. This includes questions about loan eligibility, how to apply, interest rates on Moneyview loans, product information, and processing fees (before applying).

For cases where a LAN ID is already generated, we will inform the customer to reach out from their registered email address.