We are reaching out to you to let you know about a new feature that we are introducing to improve our services for our users.
This feature would enable us to accommodate security-sensitive requests such as resetting two-factor authentication, assisting with wallet configurations, changing your linked email address and other accounts.
Although most of our account validation procedures are automated, there are times when our customers would request for sensitive changes to their account. When we receive these requests, we may not always have enough information to verify you and to authorize the requested changes.
To enable this, we just need to schedule a 5-minute video call with you (Skype, Google, Viber, etc.) that our customer support will refer to should you require assistance from Coins.ph. We will securely store information you provide and retrieve it for identification confirmation should you ever reach out to us for assistance.
Schedule your call
Click on the link above to schedule an appointment. We strongly recommend that you schedule with us at the soonest possible time.
Hi coins, I got the email above. I don't have any security-sensitive requests for now, I will not be needing to reset two-factor or assisting with wallet configurations except maybe request new deposit addresses after every transaction.
I notice that my wallet addresses do not change. Ever. Even after sending more than once to the address. There should be a button or link that allows you to change an address after it has been used and has confirmations or blocks behind it, or that should be automatic.
I don't need to reach out for that kind of assistance.
I got the same email message so I scheduled a video call. Simple? - no it was not!
First I thought phishing attempt - but confirmed its real.
I was online and active on Skype at the correct time - in fact I was available 40 mins before to 30 mins after my appointment. I checked with some of my other contacts - I showed ONLINE and I chatted and video called them.
I had a reminder from Coins.ph 5 mins before the call to be online - I replied I am ready and waiting.
When nothing from Coins 4 mins after the allotted start time - I remind them I am waiting again.
10 mins into my time I get mssg from Coins saying their Team says I'm offline and they can't contact me so they cancel my appointment - so I need to make another appointment?
Coins.ph team clearly never tried to contact me via Skype at the correct time - and they just cancelled my appointment with a phony excuse. This stinks - and it blows my trust in your services.
I send them screenshot proving I was online - their only reply is that I need to schedule another appointment?
Then I get another email from Miguel at Coins saying that if they cannot contact me in reasonable time - they will limit my account?
From
Miguel@Coins.ph - A few days ago we sent you an important email about your account, and we wanted to follow up!
As part of our legal obligation to know our customers, it is important that we schedule this call. Kindly note that we may be required to limit access to your Coins.ph account if we are unable to complete it in a timely manner.
I see RED FLAGS. First this was to improve service - now its all about KYC. Next time just state the story correctly first time. IMO this is all about KYC - not adding additional functionality and security.
So I can get my account limited (whatever that really means) by their failing to turn up to appointments for calls?
I'm not very impressed with "threats" either Coins.ph - so you got a big black mark on that.
Right - I schedule another call but get to thinking............
If they don't show up next time for my call - my account likely gets "limited"
They seem booked out for weeks so if they miss the next call - I may go into the "unreasonable time" category.
If I can't rely on Coins.ph to turn up to the scheduled Skype call - my use of their platform all becomes a very big risk to my funds.
So sorry Coins.ph - I'm out for now. I have been a good customer for over 2 years with full verification. Your service has been excellent and I have used it regularly to remit to family in the Philippines.
I have withdrawn all funds (at considerable expense on exchange rates and fees) - and will do no further business with Coins.ph until they sort out this verification matter.
If the Coins.ph team does not show up to the next call - thats it.
Any exchange or business platform that threatens to limit access to my funds is instantly classified as high risk.Anybody who was around for hacks and frauds of Gox, Cryptsy Finex etc may spot the pattern of limited access to accounts and funds.
Coins.ph - if you sort this out - I will give you positive review.
You should take my story above as constructive criticism and use it to fix your service.
