How to file a reklamo with Aprubado
When something goes sideways — with our free loan-matching service itself, or with a SEC-licensed partner lender we introduced you to — here is exactly how we handle it, in writing. You can count on a same-day acknowledgment, a 48-hour investigation, and closure inside a week for everyday cases. And at any point you are free to bring the matter to a government regulator alongside us.
What happens, step by step
- 1
Write down what happened
Save every proof you can — screenshots of chats, call logs with the exact date and time, reference numbers, and the name of the partner lender or the matching step where things went wrong. Concrete details let us move much faster than a general description.
- 2
Pick the correct inbox
A problem with a SEC-licensed lender we introduced you to (collection behaviour, hidden charges) goes to general@virixlabs.com. A problem with the matching itself or your Aprubado account goes to general@virixlabs.com. Anything touching your personal data goes to general@virixlabs.com, which reaches our Data Protection Officer.
- 3
We confirm receipt within a day
A message lands in your inbox almost immediately with a case reference you can quote later, and a real person assigned to your case gets back to you within one business day — never a dead-end auto-reply.
- 4
We investigate within 48 hours
We pull up your matching record and, when the complaint is about a partner lender, take it straight to that lender. Any breach of the standards we require of network partners triggers action on our side without waiting.
- 5
Most cases close inside 7 days
Routine matters — a bad match on our end, or a partner issue we can settle directly — are wrapped up within a week. When a case depends on a lender's own internal handling it can run up to 30 days, and you will hear from us with a progress note every 7 days until it is done.
- 6
Take it higher if you stay unhappy
Not satisfied with how we resolved it? Bring it to SEC EIPD (epd@sec.gov.ph) for a lender's collection behaviour, to the NPC (complaints@privacy.gov.ph) for data-privacy matters, or to BSP Consumer Assistance (consumeraffairs@bsp.gov.ph) for interest and pricing disputes. Filing with them while we are still working is completely fine.
Bringing it to the regulators
Still not happy after we have done our part? Each of these agencies has clear authority over a different corner of online lending in the Philippines — you can approach any of them directly:
SEC — Enforcement and Investor Protection Department
How lenders behave, illegal collection tactics, and advertising disclosures (MC 18 s.2019, MC 19 s.2019)
National Privacy Commission
Misuse of your personal data — phonebook harvesting, sharing without consent (R.A. 10173, NPC Circular 2022-02)
BSP — Consumer Assistance Mechanism
Caps on interest, the real total cost of credit, and honest pricing disclosure (MC 1133 s.2021)
Mga madalas itanong
Gaano kabilis ang sagot ng Aprubado sa reklamo ko?+
You get an on-screen confirmation right away, a reply from a real staffer inside 24 hours, and a finished investigation within 48 hours. Simple cases are resolved within a week; more tangled ones get a status note every 7 days until closed.
Sino ang humahawak ng mga reklamo sa loob?+
Our compliance team runs the process here at Aprubado. When a complaint involves your personal information, our Data Protection Officer takes it on directly, following NPC Circular 2022-02.
Aprubado only matches — kaya niyo bang tulungan ako sa problemang galing sa lender?+
Yes. We do not lend money or chase collections ourselves, but we stand behind every lender we put in front of you. If a partner lender we matched you with breaks SEC conduct rules, tell us: we take it up with that lender, reconsider whether they belong in our network, and back you up if you also file with the SEC and NPC.
May epekto ba sa credit record ko kung magrereklamo ako?+
None at all. Raising a complaint with Aprubado does nothing to your credit standing. We are a matching service, not a lender, and we do not report to CIBI or TransUnion — so raising a complaint with us should not, on its own, affect a lending decision.
Pwede ba akong dumulog sa regulator habang bukas pa ang reklamo ko?+
Absolutely. You can file with SEC EIPD, the NPC, or BSP at the same time — there is no rule that we have to finish first. For serious abuse such as threats or a lender contacting the people in your phonebook, we actually urge you to escalate in parallel.
Paano kung sa lender na ni-match niyo ang problema?+
Send the details to general@virixlabs.com. We look into it, raise it with the lender face to face, and drop partners from our network when the facts call for it — all while supporting whatever you file with SEC EIPD and the NPC.