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Complaints and disputes

How to raise a problem with us, and what happens next.

Version TBD · effective TBD

This document is being finalised. Final version effective TBD.

1. Talk to us first

Write to [email protected] or call TBD. Include your full name, the mobile number on your account and what went wrong. Do not send your password or full card number.

2. What we promise

  • Acknowledgement within TBD working days.
  • A substantive answer within TBD working days.
  • A written explanation if we cannot resolve it in your favour.

3. Unfair collection

If anyone contacted your family, employer or friends about your loan, threatened you, or used obscene language, report it to us immediately with the number and the time. SEC Memorandum Circular rules on fair collection practices apply to us and to anyone acting for us.

4. Escalate to the regulator

SEC Contact Center: 14732 (1-4SEC) or imessage.sec.gov.ph. For data-privacy matters: National Privacy Commission, privacy.gov.ph.

5. Record keeping

We keep a register of complaints and their outcomes for TBD years and report to the SEC as required.

eraloan

Bagong era ng pautang. Personal loans for Filipinos, built on one honest number.

Please study the terms and conditions in the Disclosure Statement before proceeding with the loan transaction.

eraloan is operated by TBD, a financing company regulated by the Securities and Exchange Commission with Company Registration No. TBD and Certificate of Authority No.: TBD. Registered office: [ ], Philippines.

For more info about us visit: eraloan.ph

eraloan Customer Care: [email protected]

SEC Contact Center: 14732 (1-4SEC) or https://imessage.sec.gov.ph/

Representative example: borrow ₱15,000 over 3 months. Nominal interest [ ]% per month, processing fee ₱[ ], effective interest rate [ ]% per annum. Three monthly payments of ₱5,675. Total amount repayable ₱17,025. No prepayment penalty.

All interest, fees and the total amount repayable are disclosed in full and require your confirmation before a loan is released. Approval is subject to assessment and is not guaranteed. Late payment may affect your credit standing. Collection is conducted in accordance with SEC rules on fair collection practices and the Data Privacy Act.

© 2026 TBD All rights reserved.