JM Bullion

Mark

High Point, NC

I called back on Monday the 31st...again, left a message. Only this time a new rep was stressed out telling me she did not like being put in such position by Erin because she refused to pick up...holding me on the line for half an hour waiting for nothing. No return call. I called again on 9/1 - same thing. Erin refused to return the call once again and I then later received an email from their claims dept making ridiculous demands that I need to file three documents for them to "Consider" a refund due on Sept 6 as if they can bark orders regarding my time on top of the fact this matter is their problem. They try and pass the buck to their customers telling them it's the customer's responsibility to file claims with USPS. This is incorrect... The claims process requires the shipper's information, not the buyer.

This ridiculous email also stated that I needed to file a police report when that is false. The package never left their jurisdiction. This is their report, not mine. Had the package arrived at my location and it was possible theft, I would say maybe...Not in this case. This package never left their facility so the police report needs to be filed by them, not me. Never left Las Vegas. As a paralegal myself, I also asked an attorney about this who agreed that this is a problem they need to deal with. They not only are using an unreliable carrier but they want to go on the cheap and not insure their packages you pay for - shipping high value packages in this day and age with no signature requirement and no insurance, telling the customer it's their discretion whether they are refunded if they receive no package.

I'm not sure who this scam works on, but it's not working with me. They have today to get me my refund or all hell will break loose on them. This is illegal practice as they assume the liability for their packages they ship at their risk by not insuring them. No customer buying precious metals at these prices should be receiving US{S non-signature delivery parcels with no insurance. You go tell that to a court judge you morons.

I will get my money back either way. I was trying to do it the easier way but they choose the hard way. I spent a lofty amount of money at this company in the last several months, never with a delivery issue or problem with over a hundred packages since they also ship everything separate which too is ridiculous if you place more than one order in the same day. I would have expected better service..

Now they lost a customer and this customer will go on a rampage if my refund is not processed. They prefer customers fending for themselves if a problem arises much like other reviews state, severing the trust and relationship. You're not the only game in town. You need to get rid of Erin. She clearly has a hold on someone at your company to still have a job years later after many complaints. Get it together. Your customers have no plan on dropping off the map being out thousands of dollars over your errors.

I submitted a purchase order for silver coins on Friday, August 7th. (Order #** for $9,664.20) I misunderstood a note in the tiny print on the order form that my order would be canceled if not completed in 24 hours. (It actually said one business day so they charged for losses over the entire weekend.) Another note that I didn’t see until recently, said other charges "may" apply - hinting that clarifying information would be provided if something were to arise. It notably did not say “will” apply.

By the time 24 hours had passed I had not set up the ability to do a wire transfer with my bank so I let the order lapse (without consequence to me I assumed). I placed another, larger order the next day thinking I was simply starting over to complete the purchase I had originally intended. (The second order was order #** for $9,932.34.) They received payment for that second order and even shipped it before emailing me, after-the-fact, that they had debited $669.65 from my account for not completing the first transaction. The irony is that I indemnified their losses, if any (I have no idea what they paid for it originally) and they get to sell the coins again for a second round of income.

I asked Sana if I could simply complete the purchase so I would at least have something that might still accrue value - rather than being stripped of $670. Sana said I absolutely could not because I had not responded to their efforts to reach me. This was one of six transactions with them. I am not unreachable. I called them the moment I saw their email telling me they had taken money from me without my permission. It seemed clear that it was her discretion whether or not to reimburse me and she chose not to.

DETAILS. The first order - Order #** for $9,664.20, placed on Friday, August 7th was not completed. The second order - Order #** for $9,932.34, placed on Saturday or Sunday August 9th, and wired Monday Aug. 10th. The email telling me they canceled the first order as of Monday August 10 and that they had debited my account for $669.65 was sent on Wednesday August 12th., 10:30 PM.

The first conversation with customer service was Thursday August 13th. Lanice said that the billing department was unusually busy and they were three days behind. She thought I would be reimbursed and said she would call me Monday to confirm. The second conversation with customer service was about a week later. Not sure of the agent's name. He said essentially the same thing as Lanice but said that the billing department would call me within a few days to confirm the status. The third conversation with customer service that ended with the conversation with Sana occurred on Wednesday, August 26th.