Topic: Coins.ph Customer Service - page 3. (Read 8854 times)

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.

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.

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?

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.

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.

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.

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.

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?

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

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 ([email protected]) or through our in-app support.

Best,
Pem

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.

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.

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.

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..

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?

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 ) By the way isn't Coins.ph  a service available only for the Filipinos dudes ?

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.

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?