Deactivated / Outstanding Account

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• What is a deactivated or overdue account?

  A deactivated or overdue account refers to a previous Maxis account with unpaid charges that remain outstanding.

  Overdue charges may affect your eligibility for new Maxis services and certain account transactions until the balance has been settled.

• What is barring due to related accounts?

  Your service may be temporarily restricted if another account registered under your name has overdue charges.

  To restore your service, please settle the overdue balance on all affected accounts using any supported payment channel, such as the Maxis App, online banking, JomPAY, e-wallets or at a Maxis Centre.

• Can I sign up for a new Maxis service or plan if I have overdue charges on an existing or previous account?

  Overdue charges on an existing or previous Maxis account may affect your eligibility to sign up for a new service or plan.

  Please settle all overdue charges before applying. Once payment has been processed, your eligibility will be reassessed. Settlement does not guarantee approval, as other eligibility requirements still apply.

• Can I arrange a payment plan for my overdue balance?

  Payment arrangements may be available depending on your account status.

  Please contact Maxis Recovery to discuss the available options.

• I found a deactivated or overdue account in my CTOS report. What does it mean?

  A deactivated or overdue account in your CTOS report indicates that a previous account had unpaid charges that remain unresolved.

  Although the account is no longer active, the record may continue to appear in your credit history until the matter has been resolved.

• How can I resolve a Maxis account that appears in my CTOS report?

  Please contact Maxis Recovery to verify the account details and outstanding balance.

  Once the overdue amount has been settled, you may request an updated CTOS report directly from CTOS.

• How can an overdue account affect me?

  Overdue accounts may:

  • Affect eligibility for new Maxis services
  • Delay device or service applications
  • Affect your credit assessment with financial institutions and service providers

• I've received a Letter of Demand or debt collection notice. What should I do?

  For a Letter of Demand, please contact the law firm stated in the notice directly.

  For enquiries relating to a debt collector notification or to verify the overdue balance, please contact Maxis Recovery.

• How do I obtain a debt clearance letter after settling my balance?

  After your overdue balance has been fully settled, please contact Maxis Recovery to request a debt clearance letter.

  You may be required to provide supporting documents demonstrating the need for the debt clearance letter, such as:

  • A bank request relating to a loan application
  • A legal or official request for a debt clearance letter
  • Other supporting documents specifying the requirement for the letter

• How can I contact Maxis Recovery?

  For enquiries relating to:

  • Overdue balances
  • Settlement arrangements
  • CTOS-related account enquiries
  • Debt clearance letters
  • Debt collection notices

  Please contact:
  Maxis Recovery
  1800 82 0046
  recovery@maxis.com.my