Lendly Customer Service Hours — Complete, Practical Guide

Overview: what “customer service hours” means for Lendly users

Customer service hours define when live representatives, in-app chat, phone lines and back-office teams are available to handle account inquiries, underwriting questions, dispute resolution and emergency requests. For fintechs such as Lendly, hours vary by channel (phone versus email versus in-app messaging), by product (standard personal loans vs. merchant solutions), and by region (U.S. Eastern Time vs. Pacific Time). Understanding these distinctions saves time and reduces escalation.

As of 2025, the majority of mid-size fintechs publish a layered coverage model: fully staffed phone/chat during long daytime windows, limited weekend phone hours, and 24/7 email/back-office intake with SLAs measured in hours to business days. This guide translates those industry norms into specific expectations and actionable steps so you can contact Lendly at the right time and get a predictable outcome.

Published and typical hours (what to expect)

Typical published hours for direct, live customer support at Lendly-like fintechs are: Monday–Friday 8:00 AM–8:00 PM Eastern Time (ET), Saturday 9:00 AM–2:00 PM ET, closed or by-appointment on Sunday. Phone and live chat are concentrated in these windows because they require trained agents and real-time verification. These hours reflect a balance between customer demand and compliance staffing needs; about 65–75% of inbound contacts occur during weekday mornings 9:00–11:00 AM ET.

Email and in-app secure messaging are usually accepted 24/7, but responses are typically routed to the next available shift. Standard SLAs you should expect: chat — response within 5–20 minutes during live hours, phone — average hold time 3–10 minutes (peak 15–25), email/in-app message — initial acknowledgment within 2 business hours and resolution within 24–72 business hours for routine issues. Complex disputes or compliance escalations can take 7–30 business days depending on documentation needed.

Channel-by-channel practical schedule

• Phone (North America): Typical live hours Mon–Fri 8:00 AM–8:00 PM ET, Sat 9:00 AM–2:00 PM ET. Expect average wait 3–10 minutes; peak volume 9–11 AM ET. Example support format: +1 (800) XXX-XXXX (verify the exact number on your account dashboard or official site).
• In-app chat: Usually available 7 days a week during extended hours — commonly 7:00 AM–11:00 PM ET weekdays, reduced weekend coverage. Chat first-response median 8–15 minutes during published hours; escalations handed to email if outside hours.
• Email / Secure Message: Accepted 24/7; first acknowledgement within 2–4 business hours. Resolution SLA for billing/statement inquiries: 24–72 business hours. For fraud investigations, expect 7–30 business days with interim updates every 3–5 business days.
• Social & public channels (Twitter, Facebook): Mon–Fri 9:00 AM–5:00 PM ET for public replies; account-specific issues always moved to secure channels and follow the email/SLA timeline above.

Holidays, outages and emergency coverage

Most fintechs publish reduced or closed hours on U.S. federal holidays (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas). During those dates you should expect email intake only and extended SLAs. Technology outages and scheduled maintenance are usually announced 48–72 hours in advance on the status page or via email; emergency incident response may be available outside normal hours for regulated issues (e.g., suspected fraud, large-system downtime) with a priority path for impacted customers.

If you require availability that exceeds standard published hours (e.g., corporate treasury or merchant integrations), request a Service Level Agreement (SLA) addendum. SLAs can specify 24/7 phone escalation, guaranteed response times (for example, incident acknowledgement within 30 minutes and a 4-hour remediation target), and penalties or credits if targets are missed. Ask your account manager for formal SLA text and historical uptime metrics (percentage uptime, mean time to recovery) for the prior 12 months.

How to prepare before you contact support

Being prepared reduces elapsed time and increases first-contact resolution rates. Before calling or starting chat, have the following ready: account number or email on file, last four digits of linked bank/card, date and amount of the transaction in question, and any screenshots or secure message IDs. For identity or security requests, you will likely be asked to provide government ID info and respond via the secure in-app uploader.

Note resolution statistics: well-prepared contacts have an 80–90% chance of one-contact resolution for account/billing questions; unprepared calls increase average handle time and likelihood of escalation. If you are submitting documents, attach PDFs (not photos when possible) and include transaction timestamps in ISO 8601 format (YYYY-MM-DD HH:MM) to avoid timezone confusion.

Escalation path, feedback and measuring performance

• Escalation path: Frontline agent → Specialist team (transactions, underwriting, technical) → Supervisor → Executive or formal dispute team. If you need escalation, ask for a ticket ID, the specialist’s direct secure email, and a requested SLA for follow-up (e.g., 48-hour update).
• Feedback & metrics: Track your ticket IDs and expected resolution dates. Industry benchmarks include first response within 4 hours, first contact resolution rate 70–85%, and customer satisfaction (CSAT) scores typically 4.0–4.6/5 for mature fintech support programs. If CSAT or SLA targets are missed, request escalation to the account-manager or file a formal complaint per the platform’s published complaint procedure.

Final practical steps and where to verify

Always verify current hours and contact channels via the in-app “Help” section or the official status/support web page; those are authoritative and updated in real-time. Save your support ticket IDs and note the agent name and time of contact for faster re-opening of tickets. For corporate or merchant customers, keep your account manager’s direct number or a designated support alias that provides prioritized routing.

If you need immediate verification, look for the company’s official support page (e.g., the format https://www.lendly.com/support or the support link in the app). Confirm phone numbers and addresses there rather than relying on search engine results or third-party directories, and request written SLA text for any promised out-of-hours or emergency coverage.