Bitcoin Forum

Just wondering if there are any guys out there who recently encountered a problem on contacting their customer supports? A day ago I've cashed out just to use it personally. Knowing that the code (I use the cardless ATM option) usually arrives in mere minutes, I immediately drove to the nearest ATM in our area, but lo and behold. I stood there for a good 20 minutes but no code. Tried to resend a new code but still nothing comes in on my phone; no text, no anything, so I decided to call their hotline but no one answers.

Tried to chat them in the app but nothing.

Posted in their FB page (I created an fb account just for that) and still no response.

After standing and waiting there for an hour, finally the code arrived, and their customer support came back to me after I informed them that the problem is fixed.

For a service like them, having a live chat would be necessary, and someone should answer the damn hotline if someone is calling.

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Just my two cents and a not so good experience. They've always been A+ for me but apparently their customer support team right now is pretty sloppy. Has anyone experienced the same issue lately?

Hey, I have encountered a lot of issues lately, the first one, its understandable because it was my fault as my cellphone have some issues back then. But last month alone I got this issue twice in a row and have contacted them but it seems they are not online. I haven't tried to call their hotline though, the best I can do is wait for them to respond. Good thing is that it was not urgent at my end so I have a good a day or two to get answers from them. Yeah, they are very quick to response before but I guess the user based as expanded as well, but this is not a excuse to not get back at us if we have problems using their services. Seems to me that their customer support has been somewhat become progressively worse. I hope they do something about it.

The holidays season, it is possible they are just restricted with the staff, especially if it is not a big company (I know you will say, look at Coinbase it's a big company but a real shit regarding the support all months of the year :D) By the way isn't Coins.ph  a service available only for the Filipinos dudes ?

Let me guess? Is it Security Bank and the code required to do a cardless withdrawal? I read somewhere about someone who had such an issue and her story mentioned that she was made to wait while Coins.ph made inquiries with the bank. She was then instructed to attempt the withdrawal again. I don't remember the rest of the story and whether or not she successfully resolved the issue.

My advice would be to contact Coins.ph and to explain the situation. They usually respond quickly but the inquiring part with their bank is what could take a while. This is a situation I would hate to experience. I once had a similar experience with using my card but the ATM failed to dispense cash (and the money was debited from my account). Getting the money refunded to my account was a nightmare. It took almost 2 months and endless emails.

Edit.. I just re-read your story above and realized it's a different case. The other user did get a code but the ATM rejected it. As for your case, it might be a temporary system-related issue at the time you tried to generate the code. Is it not generating and sending codes to your phone the entire day?

This is the same what happen to fee but in the past few months ago they are honestly delay right now compare last year and i am thinking they are less agent right now or the chatbox when you are seeing online are fake..
But honestly they can solve the issue its about security bank issue and the 4 digit code or the 16 digit code..
Just screenshot all transactions and history and send them in email.. 
Hope that you can resolve this issue better to wait for monday to fix this issue sometimes weekend they are delay..

Well if you're gonna contact them in their app during a weekend or a holiday, or past their office hours you're gonna have to wait a few more hours. Messaging their facebook page (thru messenger) is a lot faster.

During their office hours though, they respond pretty fast.

I've seen some of my filipino friends complain about the same issue.

You're right. If they were oging to offer a cardless ATM option to cash out your bitcoins then they better be ready to solve any sort of issues, delays, etc. online. Because the nature of cardless codes are real-time and there is an expiry time traditional customer support via tickets is not sufficient.

I would definitely recommend letting the customer support about how bad your experience is and suggest everything that you've said here to them.

They may not change anything, but hey. It's worth a try.

A day ago, what day is it exactly in PH? I didn't encounter such problem maybe because I always contact them during business hours. As a reminder, they are operating Mondays to Fridays: 10 AM to 6 PM (Philippine Time). I think it would be better to wait for the code first before going to the ATM to avoid long waiting time.

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Foreigners can also create and maintain a Coins.ph account.

Hi there, this is Pem from Coins.ph.

The codes for the Cardless ATM option are being sent by Security Bank and there might be an issue on their end when this happened. But, you were correct in reaching out to us so we can contact the bank directly & resolve the issue.

Our team tries their best to answer all concerns as soon as possible. Unfortunately, we do not offer a chat support yet but is something that we are hoping to provide in the near future. We completely understand how frustrating it is not to be given a timely response as this is certainly not an experience we want our customers to have.

I'll be sharing your experience with our team so we can discuss how we can improve our service for all our customers. If ever you encounter another problem, you can look for me and I would be more than happy to assist you personally.

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For reference, our hotline is available from Monday to Friday 10 am - 6 pm (weekends and holidays are not included). But, you may continue to contact us through our support email (help@coins.ph) or through our in-app support.

Best,
Pem

Nice to see their support being active around here. Keep up the good work!  :)

From what I experienced—for the last 5 instances of me using their services—customer supports respond within 2 hours. Also, messaging them in fb doesn't do much difference, calling their supposed to be "hotline" only rings but no one is picking up the phone. For someone who relies on such services and entrust their money to, how can you be so passive in terms of answering your users about their concerns which involves their money? I mean come on. 3 years ago when the only medium of communication between them and the users was email, it was pretty damn fast, and there are only 3-5 persons that were in their helpdesk. Now they have grown bigger and offered many services yet failed to see that customer satisfaction is the main reason why they are still afloat by now.


Same automated response, and as a customer, I want a different and POSITIVE approach towards your lack of immediate response towards your customers' concerns. I've been into the same industry as you guys are, and mind you i've always been shouted at by unhappy customers. I understand your frustrations half as much as you understand mine, but that's not an excuse to keep on practicing a rather ineffective approach to help your customers out.

Hotline? There is no hotline. Wasted 15 good minutes on just dialling your number and hoping that someone answers back. That 15 minutes feels like forever if you're the caller and no one cares to answer the phone.

The codes I normally receive 3 minutes after I finalize the cash out. I wouldn't mind contacting you guys if your resend option works flawlessly, but it doesn't, so I have to look like a fool sending messages to you guys and asking politely if I can have a fresh code directly from any of your live agents. One bothered to answer, but that is AFTER I have received a new code after 1 hr and 22 minutes of waiting.

How cool is that?

Honestly the support of coins.ph is not so active the same as before..  I hope that coins.ph added chat support again because there are some issue always happen from time to time using coins.ph services..
My suggest to improve coins.ph increasing agents for chat support can be help a lot for other customer that needs responds as soon as possible just like before i think 2015 they are so active unlike this year.

If what op experience it is also happening to me when withdrawing bitcoin in egive cash and hope that increasing agent can help to support technical issue experience by customers and responds as soon as possible.

I have already feel the same way too on which their support got sloppy as the time goes by unlike when they are just starting.Their contact hotline is active anytime you do have queries specially on their chat but now all things has change.They do answer you but it takes ages.I did experience that when I request a code on Egivecash it arrived for hours which I did really expect for it to be instant and I'm already on the atm waiting for the code because I do really need the money for emergency.

When EGC is not so popular during 2014-2015, their customer support team is excellent, and any questions I might have in regards to their service is always answered within 5 minutes. Imagine, there are only 5 agents whom I spoke to for the latter months of 2014, and those 5 agents performed really well in catering the needs of their customers.

Fast forward 4q 2016-2017, their agent numbers grew, but with it comes the diminishing effort for customer satisfaction. As more and more Filipinos know about bitcoin, the lesser the effort they (coins.ph) exert to satisfy the growing demand for their service. There are also other services ready to handle our money if this continues.

Again, just my 2 cents. Coins.ph isn't the same s it was 2 years ago. Wish you still have April on your team since she replies even in the midnight just to answer some of my questions.

Every exchange does have problems with their support. And maybe they should add some employees just to answer queries from the users. Also a lesson learned that before going to the ATM make sure that you have the code that you need for withdrawing your money. Thanks for sharing your experience, this is valuable to everyone. Good to see a representative from coins.ph is up to your concern.

I have noticed that my expirience is in coins.ph verification i.d they just deny my i.d until now they did not  accept my NBI clearance and the phil.health i.d it is valid i.d isn't it? and sometimes it's vary late to received my money and bitcoin I do not know why someone can answer me?

You need to have a clear ID, most preferably scanned so that it can be verified easily. NBI and Police clearance are good as long as it is not expired. Just follow the steps in ID verification and provide clear IDs and you should be fine.

As for receiving your money, may I know what method of cash out are you using? If it is cardless ATM, max should be 10 minutes before having the code. If it's cash pick-up (like Palawan, Cebuana, LBC or whatnot), usually they process it at 4pm same day.

Lastly, Philhealth isn't a valid ID anywhere.

Coins.ph has ever been giving me problem that I fine difficulty visiting their website or looking into my profile I had with them. So,  have you guys done some changes.

To be fair, I have another issue with using my coins.ph account with their Cardless withdrawal and how unlucky I am because its holiday on Philipines, (I can't remember its Friday or Monday). So I can't do anything but to wait because usually banks are close on holidays. So I left a message on their chatbox just to let them know what my issues is and provided all the necessary information. And when the holidays is over, I made a follow up and it was responded within 2-3 days if I'm not mistaken. Its totally my fault, because they have to call Security Bank then and give me a fresh 16 digit and pincode to be able to withdraw. Just an update to you guys. But still for me, the user support has somewhat diminished around March up to this day, unlike before that you can get a reply from them in a few minutes.

I've encountered the same issue very often before but it was already 10 months ago, and so far I never encountered that in the present again I always got the 16 digit code as well as the 4 digit passcode in just a few minutes which is less than the estimated time . Their supports might not be giving a response immediately but once they noticed your message to them that you are having a problem with some of their services they will solved It as soon as possible . But it is indeed that their chat support should always be active as many of their users seem to be always complaining on that issue as well .

Same with me here, I was satisfied with their prompt service and compared with other wallet sites their chat support is actively focused with their customer's welfare. Those issued encountered and mentioned I guess that's normally a common thing as sites support is still improving on what's the best for their service. Lastly those experience I had was no text confirmation for the money transfer was sent to my mobile number but eventually the support sent me directly the transaction number to my personal mail so that I can claim at money transfer service successfully.

Well i am experience this not only before yesterday i was trying to use the egivecash to withdraw yesterday i receive the 4 digit code but the 16 digit code never came to my account i still waiting for their responds to solve my issue..
The best service that i never experience a problem as of now is the gcash withdrawal never had any problem but both egivecash and gcash i always use when withdrawing.. if i am withdraw a large amount i just use egivecash instead for non fee..

This is most problem of exchange center which I am into and even remittance where I use to withdraw my money with bitcoin, they response so poorly. i hope this poor service will be solve because this can cause to people to leave there center. Right?

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

I experienced also that kind of problems in the past month regarding to their service and I really hate that they have slow response especially to problems we actually encounter. I hope coins.ph will improve their quick response for that especially if someone is trying to contact their support for customer service. And to give you also some knowledge tou can post also your queries and questions in this Official coins.ph thread (https://bitcointalk.org/index.php?topic=1558587.0). Hope I can help for some that doesn't know this thread.

I recommend to use a school id bro and also pictures of id also the id numbers on it . I also used it . then submit your selfie to verified faster or to approve in just 1-2 days. i read some issues about this wallet on facebook group and they said that this coin.ph has a lot of errors in their transaction and some times when they tranfer it will not be delivered to another wallet even their withdrawal it may take some time to recieve the code .and also login has a problem also.? As of know i use coin.ph but idont have any erros on it . Just be patient guys maybe theres a maintenance on their site.

They are usually out on weekends I believed. I also had the same problem as yours last night. I cash out received the 4 digit PIN but the 16 digit didn't arrived. Since this should be instant, its really frustrating not to be able to withdraw specially if you are in a hurry. Fortunately, after calling out their attention, I got my 16 digit and was able to go to the nearest Security Bank. Just need patience and if you have message the support them I'm sure that they will get back at you, although it is weekend already. So there's nothing you can do but to wait.

I don't know if you guys experienced it but why it is when you are in a hurry and need the funds ASAP this things happened? Just last week, I made 2 withdrawals, the first did get in, but the second transaction was stuck up or something. It was a emergency situation in my end, thus I needed the money ASAP but unfortunately I have to wait 3 hours before the issue was resolved. And when you withdraw and you are not in a hurry that money was instant. Do you guys have the same experienced?

Lucky for you that they resolved the problem in just 3 hours.Not like in my own experience when the codes didn't go through the atm and it says transaction cancelled and on the second try the information entered is not correct which means they are the ones who have problem on coordinating with e=give cash.This is the best thing I do like on them but sometimes there are really problems regarding error which do really suck bigtime.

What's with the 4 digit PIN? How do you cash out guys?
I still haven't experience this 4 digit thing because every time I 'm cashing out I always use my ATM in BPI. It's free but it will take hours or days before you receive your money but it's okay. When I'm in a hurry I'm cashing out thru Cebuana and it just minutes before you get your money. It's easy and less hassle. You guys should try this.

Yes, it was a Monday morning so perhaps the support staff are all in the office. I also have the same experienced as your though, I was withdrawing unfortunately, the ATM was out of money. So my cash didn't dispensed at all!. I contacted their support staff once again however, I was so mad at them because they said they wanted me to report it to bank itself! I said NO, and I insist that they should be the contacting them because I didn't deal with the banks directly. So I have to wait like 3-5 days before informing me that I can withdraw it again.

I agree with the issue that coinsph hasn't been working too well lately and their support isn't fraternal but is this happening to all users?
I read about this philipine wallet and got into it earlier in 2016. I had no depositing and withdrawal ssues with my account.
Using their virtual debit card, it worked smooth for all my purchases.

I also encounter that problem with atm cardless cashout. When i cashout my money from coinsph to cardless. I waited for about 2 days for code and it not come. I tried to reach their costumer support but they are missing in action. Eventually that was saturday and by monday there will be a holiday. After a week they refund my money back to my coinsph and i use the cebuana remittance cashout instead.

I recently want cashout with coinsph this day, using a remittance(palawan) and the cardless one, but I never get a single penny from both of them, the code for the remittance never arrived I used my brother's name and mobile number since his the one who will get the money, and I received the cardless codes(SMS and email) but never get the money, I always get an error from the two atm machine I used. Now, I contacted their support but never get a single reply, it takes hours already and obviously mentioned that they are online from 10 AM to 6 PM(PH time).

The 4 digit PIN is the e-givecash option which is supposedly instant and you can withdraw it in any Security Bank branch as long as the ATM can print out your transaction, otherwise you can't withdraw. I also have to call their attention regarding that issue as well. If the ATM can't issue a print out, you can't withdraw it. The reason why I'm using this option is because we have a Security Bank that is literally 2 minutes walk from my place. And just like I said, its instant and advisable if you are in a hurry, but lately a lot of issues have been popping up. I haven't try Cebuana though, if its instant then I will love to try it. Thanks Kabayan.

Their system is tied up with Security Bank's EGC, so it makes no sense that these numbers wouldn't arrive within 10 minutes as was stated by their own service, unless you have poor cellular signal which isn't the case since 90% + of the Philippines receives clear cellular signal. Mind you, I've been their customer since 2014, back when they were only starting, and everything was flawless even before the advent of the card-less cash out. It's just this very recent that their customer support became sloppy, up the extent of waiting for a day to get your concerns addressed and be resolved. I find it funny that their team grew bigger but their willingness to serve their customers diminished big time.

This is what i observe. Codes would really be tied up on the Banks egc.I do suggest they should really put up more manpower because bitcoin users on this country is growing larger which means demand on their service would really be even more,They should not really change on how they do treat their users just like when they was just starting.I dont experience any problems way back before on those previous years but now lots of people are complaining not only on egivecash but also on the account have been locked because of some reasons.

Those kind of situations would really make you mad specially when you are in a hurry or an emergency which you would need those funds and suddenly it was stucked and leave you pending with those funds that you do expect.You would really get mad on their service and as you said they would normally tell you to communicate with the bank but i didnt even do such thing since they are the ones who are responsible on processing such transaction.

Have you ever tried to call their landline? It's now weekend and for sure there will be no office for them. Just wait until Monday or maybe the codes are just quite delayed. I experienced this before upon cashing out through Cebuana. And when I chat their support they apologized to the delay that has caused me and it's because their system was experiencing some problem so I guess that was just the same in my case and anyway it was sent to me after 4 hours.

I think since there were many issues using the 4 or 6 digits we should all abstain from using it temporarily and just wait for the issue to be resolved. Money is involved here and we don't want it to be compromise. Just choose other options like cashing out in banks and through exchanges. You can also ask your friends what are they using and try to use this also. If you heard a bad feedback then don't use it. And if you think that you need money for upcoming days just convert before that day to avoid hassle.

Just to keep this thread alive and to let users be aware of the on-going problems that they're having right now.

I requested a withdrawal last Tuesday for some urgent payment in the household. Guess what, until now that small sum of money hasn't arrived and their customer service stated that they'd get back to me as soon as they can. Welp, 2 days have passed and still no positive answer from them. Are you guys still experiencing the same bullshit that their support team had been spewing these past few weeks? I'm not buying any single bit of those and I just want my money back. Apparently these guys are not even coordinating with the bank (Security Bank) as I have called them and stated that no inquiries were being made on coins.ph end.

So it seems that they haven't improved yet, and the new system they are working on is really awful to say the least.

usually customer support of coinsph are answering querries after 2 to 3 hrs in office day. i also encounter that problem and code arrive after an hour. Its annoying if you need the money urgently.

hi mam/sir i hav a problem with my btc wallet adress
ive been transfer my 1000 usdt from bittrex to coins.ph BTC adress
do you have idea how to retrieved my 1000usdt ?

https://omniexplorer.info/lookupadd.aspx?address=3Jt1D4TquYZBMLyYKwYA4mkRnS32HPRfjK

this is my hashcode:
554afd80f98249dffd9e5bff772cbe679b5fa8398756d9a9f8ce7d126708559a
 



please help us..

Best thing you can do is to contact their customer support directly: help@coins.ph since I'm not even affiliated in their service. I've only started this thread to let other users post their problems in regards with the service here and hopefully someone from their support team take notice.


They replied on my queries after 12+ hours, which is nuts. Best part is they also sent me automated replies.

Good thing everything was resolved earlier. Almost went to their head office earlier to sort things out manually.

I don't use that web wallet and usually with this type of queries are taking too long if you'll not try to keep on pushing your problem to their support. They have a cash out method through a bank? That's a third party service and if you had withdrawn successfully to their platform the problem goes to that bank and not with them anymore.

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I see it really did took a long time before they replied and good thing that they helped you out to resolve it. With this type of problems better to pushed to their direct support and if possible to visit their office that is much better if you're close to them and you badly need the money.

Before their service is very fine and their support responds immediately after you submit the inquiry they solve it immediately but nowadays their support responds for hours just like happened to me last November 9 when i requested for a withdrawal thru cash remittance center since this is faster method than thru ATM and usually it only takes 30mins to process the withdrawal but mine it took 6 hours and their support wasn't responding for hours so tried to contact the support many times but no answer until after 6 hours they replied and process the withdrawal after that they said they are having some "technical issues" in their system. I think they should improve their support since this is only the way to contact them.

They must improve with their man power, their resource about the people who are taking the concerns of their customers are not accurate.

Let's say the problem inquiries are 100,000 but their support are only very few 20 chat supports that are divided to their main site, social media and telephone operators.

I didn't experienced this thing on them, every time I use them I'm guaranteeing myself that I got those withdrawal information for an hour or two before going.

Their live support sucks. It takes hours before they respond to your problems. I've encountered that too. But on different situation. I cashed out my money thru remittance. Then i enter a wrong name. I tried contacting them on their live support. But as i said, it takes hours to get the respond from them. I contacted their phone number. It's always busy. But i got lucky because they answered my call after dialling many time to their contact number. The problem solved though. I just had a bad experience at their support. That's why i always check every details before i cash out to avoid any inconvenience like that. Other than that, their service is fine. It's very useful.

The response time from their website is slow indeed but it's still better than getting a response the next day or week. It also depends on the time you started the conversation, my last conversation with their support took 3 hours before getting a reply.  From my experience the fastest way in getting their attention is to pm them on their facebook page they responded to my question within a few minutes. I think they're much active on their facebook page than the main site.

Actually no, the problem is within their operations as I have contacted Security Bank regarding the case and they mentioned that all their EGC outlets and channels are doing fine and it might be the service which has its own problems.


It's not leaving any good impression if a service really takes its time literally to solve some simple problems in their operations. It's true that they hav resolved it but after 2 days. I need the money instantly that's why I chose the method but it turns out it was not "instant" as they claim.

I've experienced this kind of problem with coins.ph and the thing here is it happened to me when I mostly needed the money, it is really a bad timing.

I've waited like 6 days just to get back my money, they are asking me to take a picture of some of my history of my ATM but in the end they are the one with the fault not confirming and leaving my transaction for almost 5 days.

I was so pissed that time but after some time I cooled down I think that if these happened again, I guess I gonna use another exchanger for my bitcoins.

4 digit on coin.ph is the passcode that you need to enter after the 16 digit code . But idont have any idea why they provided 2 codes on it  . Maybe to make sure that the withdrawal of the owner will be safe.

I only experience the delay of answering my concern about withdrawal thru palawan express because they failure to send the complete details of withdrawal transaction without name of sender but it takes only couple of hour before i got an answer over all coins.ph is good for me.

I read some comment about card less ATM withdrawal in this thread
(https://bitcointalk.org/index.php?topic=1558587.0) i think not only coins.ph has a problem about this if some of the users encounter this problem using card less atm much better to try other financial intitution or remittance center.

Lately, I haven't encountered any issues regarding the E GiveCash options, always received the 4 digit thru email and 16 digit thru text in about 10 minutes. Although it used to be instant before (less than 5 minutes) but I guess patience is a virtue. Although I used other withdrawal as well but I find the fee's very outrageous. I'll stick with the reliable EGC for now since it didn't give me issues so far unlike before. The only hassle is that if you are in an emergency you can't really rely on them because of unforeseen issues that may arises.

Me too. EgiveCash has been pretty accurate with delivery lately. It's all good.

On another note, do you guys have any idea if Coins will bring back their virtual card service? I mean they can compete with PayMaya and all, and it would be really really beneficial for their customer base.

Do they have any other options for making that withdrawal or reactivating it again? so if the same problem occurs you know what to do and you will play with those busy supports anymore. By surfing around the forum, same problems are existing for most of the exchanges.

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I know the feeling of when you are expecting to cash out and it takes time and it's not even coming or reflecting to their system as you expected it by that moment.

if you want ro fix your problem fast you must send a message also through coin.ph wallet maybe you can cope some online support team. Or send a message here . support+id46367@coinsph.zendesk.com

I got a issue like 2 days ago regarding my withdrawal but it was fixed in a matter of minutes. Didn't received the 16 digit code and then I try to resend it again, however it didn't also arrived. Give them a buzz in minutes I got everything set up and was able to withdraw. I'm not really sure about the VCC though, I'm using PayMaya already and I don't think that I need to get another. So I don't know if they are going to bring it back. I'll try to talk to them and see what I can find though.