Reporting any suspected instances of fraudulent activity or scams is extremely important. This will protect you and your account and will help us to resolve any concerns as quickly as possible.
What could constitute fraudulent activity:
- Unauthorized activity or transactions in your Coins.ph account
- Fake Coins.ph emails or spoof websites
- Items not received or a potential fraudulent seller
- Participation in unlicensed investment schemes
Please follow the steps below:
Step 1: Report this to us
Message us immediately through the Coins app or fill out our contact form here. Include screenshots of the unrecognized activity or scam that you need to report for our team to review. You can also call us at our helpline: 882-26467 (882-COINS).
Step 2: Fill in our complaint form.
If requested to fill up our complaint form, it's important to fill it out completely so that we will not miss any relevant information that would help us in investigating the reported case. Please provide proof of payment, relevant information and screenshots of conversations or any other materials that would help us understand what happened. Once you have submitted the above information we will be investigating your concern and giving you an update within 2 business days.
Step 3: Report this incident to the authorities
Should you wish to pursue this case, including claiming any funds back, the next step would be to report this incident to the authorities. We would be more than willing to coordinate with them and provide any information they request from us after we receive a letter Requesting for Information (RFI)
As a reminder, Coins.ph is a digital payments platform, and thus, we cannot provide dispute resolution recourse or refunds. Payments are final and irreversible.
Why can’t we share information directly to you?
Please exercise vigilance when transacting online. Be wary of unauthorized and unlicensed investment schemes claiming to offer quick or guaranteed returns.
Why can’t we simply refund the amount you lost to your account?
Coins.ph is a digital payments platform, and thus, we cannot provide dispute resolution recourse or refunds. Payments made on our platform are generally final and irreversible.
Lastly, being aware of the different advisories issued by government agencies in the Philippines like the Bangko Sentral ng Pilipinas or BSP and the Securities and Exchange Commission or SEC is beneficial when reporting scams or fraudulent activity. You may refer to this page here for our list of advisories by the SEC.