This is a practical legal guide for borrowers using Philippine online lending apps (OLAs). It explains how to find what you owe, how to pay correctly, what the law expects from lenders and from you, and what to do when things go wrong.

1) Quick roadmap

Find the balance. Use the app’s “Loan,” “Billing,” or “Statements” tab → download the latest statement → confirm the cut-off date, due date, principal, interest, fees, and any penalties.
Reconcile. Compare the statement with your own records (SMS/email receipts, bank/e-wallet ledger). Resolve any mismatch before paying.
Choose a settlement path. (a) Pay in full, (b) partial payment, or (c) restructure/extend—get everything in writing.
Pay only through official channels. Generate an in-app reference number or pay via listed partners; avoid manual transfers to numbers sent by collectors via chat.
Collect proof. Keep e-receipts, reference numbers, and screenshots; ask for an official receipt (OR) or payment acknowledgment.
Close the loop. Check that your in-app balance becomes ₱0 and the loan is marked Closed/Completed. Request a closure or clearance letter.
Fix issues promptly. Dispute errors in writing; escalate (SEC/NPC/PNP) if there’s harassment, data misuse, or fraud.

2) Legal framework you should know (Philippine context)

Truth in Lending Act (R.A. 3765). Lenders must disclose the true cost of borrowing—interest, charges, and the effective rate—before you agree.
Lending Company Regulation Act (R.A. 9474) and Financing Company Act (R.A. 8556). Lending/financing companies must be properly registered and comply with SEC rules, including fair collection practices and proper disclosures.
Financial Consumer Protection Act (R.A. 11765). Sets minimum standards on transparency, responsible pricing, complaint handling, and fair treatment for entities supervised by BSP/SEC/IC.
Data Privacy Act (R.A. 10173). Apps need your informed consent for data use. “Contact scraping,” public shaming, and unrelated data processing can be unlawful.
SEC rules on unfair debt collection. Threats, profanity, doxxing, public shaming, and contacting people in your phonebook who aren’t parties to the loan are prohibited.
Other touchpoints. E-money issuers and banks are separately supervised (BSP). If your issue is with the payment channel (e.g., failed wallet transfer), you may also invoke BSP consumer helpdesk processes.

Practical effect: you’re entitled to clear disclosure, proper statements, safe data handling, and collection that is firm but lawful. You’re also expected to pay on time and keep proof.

3) How to locate and understand your balance

A. Where to check

In-app dashboard: Look for Loan/Repay/Wallet/Statement. Use the “Download Statement” or “View Details” button.
Email/SMS statements: Many OLAs send billing emails or text reminders with breakdowns and payment links.
Web portal/Hotline/Chat: If the app is down, request a PDF statement via official chat or email (from the domain listed inside the app).

B. What to look for (and how to read it)

Cut-off date (the period covered) and due date.
Principal (unpaid amount borrowed).
Contractual interest (rate and period).
Fees (processing, convenience, late fees) and taxes (e.g., documentary stamp tax may be passed on).
Penalties (daily/ monthly late charges), and whether they accrue on principal only or on total outstanding.
Partial payments already posted (with dates and or reference numbers).
Effective rate (APR/EMR). Under disclosure rules, the effective rate—not just nominal—should be clear.

If any field is missing or unclear, ask for a written computation and a copy of your signed loan agreement and privacy notice.

4) Reconciling the numbers (avoid over- or under-payment)

List everything the lender says you owe.
Deduct what you’ve already paid (using official receipts/posted payments).
Compute any penalties only through the formula in your contract.
Confirm the math with the lender (email/chat) and keep that confirmation.

Example (illustrative only)

Principal: ₱10,000
Interest for the term: 4% → ₱400
Processing fee (deducted at disbursement): ₱500 (note: you still owe the full ₱10,000 principal)
Due date missed by 5 days; penalty: 1% of unpaid principal per day

Amount due on day 5 after due date = Principal (₱10,000) + Interest (₱400) + Penalty (₱10,000 × 1% × 5 days = ₱500) = ₱10,900

Tip: If the lender computes penalties on “outstanding balance” including interest/fees, check if your contract truly allows that.

5) Paying the right way (and avoiding scams)

Generate a fresh reference/code in-app (Bills Pay, e-wallet, bank partner, 7-Eleven, etc.).
Do not send money to a collector’s personal number/account or to details sent over unverified chat.
Check payment cut-off times. Same-day crediting may have a cut-off (e.g., 5:00 PM). Pay earlier if the due date falls on a weekend/holiday.
Keep all proofs: e-receipts, screenshots, timestamps, and the 12- to 14-digit reference number.
Confirm posting: Within 24–72 hours, your app balance should update. If not, send the receipt and ask for manual posting.

Partial payments & restructuring

Partial payments may stop penalties from compounding (depending on the contract) but won’t change the due date unless agreed.
Restructuring/extension (new schedule, reduced penalties, waiver): get a written agreement before paying. Ensure it says penalties are waived/adjusted and the account will be marked current/closed upon completion.

6) Receipts, statements, and closure

Request an Official Receipt (OR) or system payment acknowledgment for each payment.
After full settlement, ask for a Loan Closure/Settlement Certificate and a zero-balance statement.
Keep them for at least five (5) years. They help with future disputes and credit checks.

7) Common problems—and how to solve them fast

A. Payment not posted / posted to the wrong account

Email/chat support with: full name, mobile number, loan/account number, date/time of payment, amount, channel, and clear screenshots/PDF receipts.
Ask them to investigate and manually post; request a written timeline and a ticket number.

B. Wrong balance / unexplained fees

Ask for a transaction-level ledger showing each debit/credit and the contract clause for each fee.
If still unresolved, send a formal billing dispute (see template below) and pay the undisputed portion to minimize penalties.

C. Harassment or “debt shaming”

Save evidence (screenshots, call logs, messages, group posts).
Tell the lender in writing to stop unlawful collection practices and to communicate only via your preferred channel.
Escalate if needed (see §10).

D. App access issues / lost phone

Request a statement and payment instructions via the app’s registered support email.
Change passwords/PINs and update your SIM/e-wallet security.

8) Your data, your rights

Consent must be specific and informed. The app cannot lawfully scrape your contacts or photos just to “pressure” you.
You can withdraw consent for non-essential processing and request access/correction of your data.
If your contacts receive collection calls or messages about your debt, that’s a red flag for unlawful processing. Preserve evidence.

9) Credit reporting and your record

Many lenders report to the Credit Information Corporation (CIC) and private bureaus.
On-time payment helps; late or default can hurt future approvals/limits and increase rates.
After closure, if the app still shows your account as open/overdue, request correction and, if reported, update to the bureau.

10) Escalation paths (when internal support fails)

Formal complaint to the lender (email and in-app) with a clear ask and a deadline to respond (e.g., 10 banking days).
Regulatory escalation (as applicable):
- SEC (for lending/financing companies): report unfair collection, undisclosed fees, unregistered operations.
- NPC: report privacy violations (contact scraping, over-collection, data breaches).
- BSP Consumer Assistance: if the dispute involves a bank or e-money issuer (e.g., failed posting, chargebacks).
- PNP Anti-Cybercrime Group: if there’s extortion, doxxing, identity theft, or threats.
Civil remedies: you may demand damages for unlawful collection, defamation, or privacy harms; consult counsel if the amount or harm is significant.

11) Practical checklists

A. Balance & settlement checklist

Latest statement downloaded (shows period and due date)
Contract and fee schedule on file
Recomputed penalties/interest match contract
Payment channel and reference number verified in-app
OR/acknowledgment received and saved
Balance shows ₱0 and status Closed
Closure/settlement certificate received

B. Evidence to keep (in one folder)

Loan agreement & disclosure statement
Privacy notice and consents accepted
All statements/ledgers and chat/email confirmations
Payment proofs (PDF receipts, screenshots)
Any harassment evidence (calls, texts, social posts)

12) Templates you can copy-paste

(1) Request for Detailed Statement / Computation

Subject: Request for Detailed Loan Statement and Computation

Hello [Lender], Please provide a complete transaction-level statement of my account [Loan No./Registered Mobile], including principal, interest, fees, taxes, penalties, and all payments posted, with computation formulas and dates used. Kindly email a PDF statement and confirm the current Amount Due as of [date]. Thank you, [Name] / [Mobile] / [Email]

(2) Billing Dispute (Unexplained Fees / Wrong Posting)

Subject: Formal Billing Dispute – [Loan No.]

Hello [Lender], I dispute the following items on my [statement dated ___]: [describe items]. Please provide the contractual basis, formula, and date calculations for each charge, and correct my balance accordingly. I will pay the undisputed amount of ₱[amount] now to avoid further penalties. Kindly respond within 10 banking days with the corrected statement. Regards, [Name]

(3) Cease Unlawful Collection / Preferred Channel Notice

Subject: Collection Conduct and Preferred Communication Channel

Hello [Lender], This notifies you that agents must refrain from contacting third parties or using threats, profane language, public posts, or similar tactics. Please communicate only via [email/number] between [hours]. Continued violations will be escalated to the SEC/NPC and relevant authorities. [Name]

(4) Settlement Confirmation & Clearance

Subject: Full Settlement Confirmation – Request for Clearance

Hello [Lender], I paid ₱[amount] on [date/time] via [channel] with reference [#]. Please confirm posting, update my in-app balance to ₱0, and issue a Loan Closure/Settlement Certificate. Thank you, [Name]

13) Special scenarios

Multiple loans with one app. Specify the exact loan number when paying; otherwise funds might be posted to the wrong one.
Co-borrower/guarantor. Both may receive lawful notices, but harassment rules still apply.
Fraud or unauthorized borrowing in your name. File an affidavit of loss/fraud, freeze the account, and dispute charges immediately.
Early repayment. Ask if there’s a rebate for unearned interest (many OLAs compute interest on a per-period basis).
Hardship. Request a payment holiday, waiver of penalties, or restructure; provide documents (medical bills, termination, calamity certificate). Secure a signed addendum.

14) Frequently asked questions

Q: The app says I owe more than I received. Is that legal? A: Yes, if disclosed and agreed. Some fees are net-off at disbursement (you receive less cash) but you still owe the full principal plus agreed charges. Charges must be transparent and lawful.

Q: Can they call my employer or family? A: They may verify information within lawful bounds, but harassment or public shaming is not allowed. Unnecessary disclosure to third parties may violate privacy and SEC rules.

Q: Do weekends/holidays extend my due date? A: Only if your contract says so or if the payment channel cannot accept payments then. Pay before cut-off to avoid penalties.

Q: Can penalties compound? A: Only if your contract clearly permits it. If silent or ambiguous, challenge compounding and ask for a straight penalty computation.

Q: Will paying late hurt my credit? A: Yes, if the lender reports to CIC or private bureaus. After you settle, ask the lender to update the status.

15) Bottom line

Know the number, know the rules, then pay through the app.
Never send money to collectors outside official rails.
Document everything—from the computation you agreed to, to the receipt, to the closure letter.
If a lender or collector crosses lines (harassment, undisclosed fees, data misuse), dispute in writing and escalate.