The Guarantors Customer Service Number — Expert Guide

Overview: what “customer service number” means for guarantor services

When renters, landlords, or brokers reference “The Guarantors customer service number,” they are usually seeking a direct telephone line to resolve account issues, verify policy status, or submit claims related to lease guaranty products. For fintech-backed guarantor companies, phone support is one of several channels (phone, email, secure portal, and live chat) used to authenticate identities, confirm underwriting decisions, and discuss payment or claims details.

Because guarantor products combine insurance, credit underwriting, and property management workflows, calls often require account verification, document exchange, and follow-up actions. Expect conversations to touch on specific transaction IDs, policy numbers, move-in dates, and payment amounts — so having those data points ready speeds resolution.

How to locate the correct customer service phone number

Always confirm a phone number on the company’s official channels: theguarantors.com (official site), the company’s verified Google Business listing, or emails from an @theguarantors.com address. Scammers sometimes mimic fintech brands, so confirm the number by cross-referencing two sources before sharing personally identifying information. If you received the guarantor offer through a broker or landlord portal, check the message headers and portal contact card for the verified line.

If you cannot find a trustworthy number, use the company’s secure message center (logged-in portal) or an in-app support feature to request a callback. Ask the portal to schedule a callback and provide a specific 1–2 hour window; legitimate providers will send a confirmation email with the exact number that will call you, eliminating uncertainty.

Phone contact: what to expect and typical response metrics

Typical business hours for U.S.-based guarantor customer service centers are 9:00 AM–6:00 PM Eastern Time, Monday–Friday. Average phone hold times for specialized fintech guarantor lines range from 5 to 20 minutes; plan for 20–45 minutes for complex underwriting or claims discussions. If you call outside peak window (11:00 AM–2:00 PM ET), you often encounter shorter waits.

Resolution metrics vary: routine verifications and payment updates are commonly handled on the first call; more complex underwriting appeals or claims may require 24–72 hours for a documented decision. As a best practice, request a ticket number or reference ID at the end of every call and a promised timeline (e.g., “I will receive a decision within 48 business hours”).

Alternative contact channels and when to use them

Email and portal tickets are best for any request that requires document exchange (ID, pay stubs, lease agreements) because they produce an audit trail and allow attachments. Typical response times for email tickets are 1–3 business days; mark urgent issues as such and follow up by phone if you do not receive a response within 48 hours.

Live chat (if available) is ideal for quick account-status checks or getting the exact phone number for escalation. For formal disputes, regulatory complaints, or legal notices, send certified mail to the company’s legal or claims address as listed on the official site and copy the customer service ticket number in your correspondence.

Preparing for the call — information and documents to have ready

• Account identifiers: policy number, lease ID, transaction ID (e.g., “Lease ID: L-2025-01234”).
• Personal verification: full name, date of birth, last 4 of SSN, registered email and phone number.
• Supporting documents: signed lease, move-in statement, bank receipt or payment confirmation (showing amount and exact date), government ID photo.
• Specific request and desired outcome: e.g., “I need to confirm the guaranty effective date of 2025-09-01 and ensure the premium payment of $295 was applied.”

Having these items reduces call time and increases likelihood of immediate resolution. If the issue involves a payment, note the payment method (ACH, credit card), payment reference number, and the billing statement date to help the agent locate the transaction quickly.

Common issues, troubleshooting, and practical fixes

• Payment not applied: verify the posting date, reference number, and last four digits of the payment card. If payment gateway errors occur, request a manual reconciliation and a temporary receipt email within 24–48 hours.
• Policy activation delays: supply a signed lease and proof of move-in; ask the agent to place the file on “expedited review” if your move-in date is within 7 days.
• Denials or underwriting questions: request the specific reason code and the documents needed for reconsideration; ask for an appeals timeline and the direct email for underwriting.

When an agent cannot resolve the issue during the call, request a written escalation plan with milestones (e.g., “Supervisor review within 48 hours; underwriter decision within 5 business days”) and a ticket number you can reference in follow-up communications.

Escalation, complaints, and regulatory steps

If standard customer service routes fail, escalate to a supervisor or the company’s designated complaints department. Ask for a supervisor name, direct extension, and an internal escalation ID. Document the date and time of each contact, the agent’s name, and the ticket number; these make any regulatory complaints or chargeback disputes far stronger.

For unresolved financial disputes in the U.S., you can also file a complaint with the Consumer Financial Protection Bureau (cfpb.gov) or your state’s Department of Financial Services. Regulatory filings typically request the company name, address, and ticket numbers — again, keep these details in your records.

Quick reference and closing advice

Primary route: verify theguarantors.com for the most current customer service phone number and official contact addresses. Use phone for urgent issues, portal/email for document-heavy or non-urgent matters, and certified mail for legal notices. Always obtain a ticket number and promised resolution timeline on every contact.

Final tip: if you expect a high-cost outcome (refund, claim payment, or underwriting reversal), summarize your understanding in an email to the agent after the call and request written confirmation. That one email creates a timestamped paper trail and increases the probability of timely, traceable resolution.