How Kviku collects unpaid loans
The single most common complaint about online lending in the Philippines is collection abuse — calls to family, threats, public shaming on Facebook. None of that is legal. None of it happens at Kviku. This page is our written policy.
Contact only 8 AM - 9 PM
Mon-Sat. Never on Sundays or holidays. Stricter than SEC MC 18 requires.
No contact-list calls
We do not collect your contacts at signup. We physically cannot call them.
In-house team first 30 days
No third-party collectors during the first 30 days past due. Same rules apply later.
Disclosed escalation path
Every step of the collection process is published and binding. No surprises.
Our six-step collection process
- 1Day -3 (before due date)
Reminder SMS
Friendly SMS reminding you of the upcoming due date and the amount. No fees, no pressure.
- 2Day +1 (one day past due)
First overdue notice
In-app notification + email. You receive the full breakdown of overdue principal, accrued interest, and the late penalty (capped at 5% per month).
- 3Day +3
First voice call
In-house agent during business hours. The call is recorded. We confirm receipt of payment instructions and offer restructuring options if you mention hardship.
- 4Day +7
Restructuring offer
Formal restructuring email: extended term, smaller installments, or grace period. Accepting requires e-signature.
- 5Day +30
Account flagged
Account may be referred to a licensed partner collection agent. They identify themselves and are bound by the same conduct rules. We never sell the debt.
- 6Day +60
CIBI / TransUnion report
The delinquency is reported to credit bureaus per R.A. 9510. Resolution updates the record; it does not erase history.
What our collectors will never do
Reporting a collection violation
If any of the above happens — even from someone claiming to act on behalf of Kviku — report it within 48 hours. We investigate every complaint and take corrective action including termination of partners who violate policy.
- Email compliance@kviku.ph
- Form at /complaint-resolution
- Parallel escalation to SEC EIPD epd@sec.gov.ph and NPC complaints@privacy.gov.ph
Frequently asked questions
Will Kviku call my family or contacts if I miss a payment?+
No. We do not access your contact list at signup and we never call anyone other than the borrower. SEC MC 18 s.2019 prohibits contacting third parties about a borrower's debt; we go further by not collecting contact data in the first place.
What hours can I be contacted for collection?+
8:00 AM to 9:00 PM Philippine time, Monday through Saturday. We do not call on Sundays or public holidays. This is stricter than the SEC MC 18 standard of dawn-to-dusk.
Do you use third-party collectors?+
For the first 30 days of delinquency, no. All contact is handled by Kviku's in-house team. Beyond 30 days, accounts may be referred to licensed collection partners, who are bound by the same conduct rules and identify themselves clearly on every contact.
What if I can't pay on time?+
Email support@kviku.ph or use the in-app help BEFORE the due date. We offer restructuring (extended term, smaller installments) for borrowers in genuine hardship. Reaching out early always produces a better outcome than missing the date silently.
Can a collector add late fees or charges I didn't agree to?+
No. All fees — including late penalties capped at 5% per month of overdue amount per BSP MC 1133 s.2021 — are disclosed in your loan agreement. Any fee claimed beyond that document is not enforceable.
What if a collector violates these rules?+
Report it within 48 hours to compliance@kviku.ph (or via the form on /complaint-resolution). We investigate every complaint, document the contact, and take corrective action. We also support borrowers in filing parallel reports to SEC EIPD and NPC if requested.
Will my CIBI / TransUnion record reflect the delinquency?+
After 60 days past due, accounts are reported to the credit information bureaus per the Credit Information System Act (R.A. 9510). Resolving the balance updates the record but does not erase the history; the record is purged after the regulatory retention period.