Coins.ph Customer Service

[dothebeats]

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.

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[Jorosss]

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.


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?

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.

[kevincharlth]

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..

[dothebeats]

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.

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.

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.

[eagleman]

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.

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.

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 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.

[lighpulsar07]

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.

[sunsilk]

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.

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.

[deadsilent]

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.


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?

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.

[ralle14]

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.

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.

[dothebeats]

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.

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.

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.

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.

[FlightyPouch]

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.

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.

[lablab03]

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.

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.

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.

[madwica]

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.

[Kemarit]

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.

[lumeire]

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.

[eagleman]

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.

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.

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.

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.

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 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.

[lablab03]

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..

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

[Kemarit]

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.

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.