Reporting any suspected instances of fraudulent activity or scams is extremely important. This will protect you and your account and will help us to investigate 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 our dedicated support team requests that you fill out 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
Additionally, if you wish to pursue legal actions, the next step would be to report this incident to the Anti-Cybercrime Group nearest you or try reaching out to the authorities through their official websites. You may also refer to their website for their respective contact details. Kindly see the details below:
-PNP Anti-Cybercrime Group: https://acg.pnp.gov.ph/
-NBI Cybercrime Division: http://nbi.gov.ph/transparency-seal/nbi-divisions/#investigationsrvcs
Kindly bring all the documents relevant to the incident, such as receipts and screenshots of the conversation. After filing a report with the authorities, they may reach out to us and give us a Request for Information (RFI) letter. Once we receive the letter, we would be more than glad to share the information we have gathered regarding your case with them. You may also read our Privacy Policy to know more about our procedures for sharing sensitive information.
Can Coins.ph share information directly to me?
Due to our Privacy Policy, we cannot share user information directly to you. We would need a formal letter (official Request for Information) from the authorities to share information. With an official letter, we would be able to share the relevant information that we might have gathered about the reported incident, as outlined in our Privacy Policy. We will cooperate to resolve any reports and concerns, to maintain the safety of the platform.
Please exercise vigilance when transacting online. Be wary of unauthorized and unlicensed investment schemes claiming to offer quick or guaranteed returns.
Related articles: Security tips for sending and receiving money, How to spot an Investment scheme, Security tips for buying online
Can Coins.ph simply refund the amount I lost from my account?
Coins.ph cannot provide dispute resolution recourse or refunds. Payments that have already been successfully processed can no longer be retrieved or reversed.
SEC Advisories
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 the SEC's offical page here containing all advisories.