ComplaintsforMBI, Inc.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  danbury mint mailed my grandfather a slip for a personalized jacket marketed as "a thank you for your service" making it seem as though the jacket is free. i scoured the paperwork tirelessly and helped my grandfather mail it in. weeks later we recieved a jacket and a several hundred dollar bill for a service we never agreed to. no payment agreement was made prior. After talking to customer support at the danbury mint they refused to honor their "thank you for your service" offer of a gift and instead started swearing and hung up on me when i brought up their BBB ratings. weeks later,we reviece the first attempt at a debt collection from a third party. i would like to know how a company can bill someone for something they never agreed to pay for in the first place. theres no grounds for this to be sent to collections as there wa NEVER any agreement for payment of any kind.

  Business response

  05/26/2023

  Thank you for forwarding this complaint to us. We received an order by mail on 02/22/2022 from Mr. *********** grandfather, Mr. ****, for a Military Fleece Jacket.  The offer says Special Pricing Deal: 4 monthly installments of just $35.20 (that’s only $129 + $11.80 shipping & handling).
  
  We were contacted by phone on 3/31/2022 regarding the invoice for payment included with the shipment. At that time, we sent a postage paid label to return the Jacket.  We did not receive the returned merchandise and, as a result, Mr. **** was contacted by our Collection Agency. 
  
  We called Mr. ********* on 5/22/2023 in response to a voicemail he left with our Collection Agency. At that time, we explained the pricing and, in an effort to resolve this matter, we cleared the balance from the account to stop further billings from us and our Collection Agency. He seemed satisfied and we believe this matter to be resolved. He can contact us directly with any questions.
  
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company had a commercial or ad and in the fine print they signed me up for a subscription that I didn’t want or agree to. I spoke to them to cancel it, returned their merchandise and they are still smarting to bill me for it.

  Business response

  04/27/2023

  Thank you for forwarding this complaint to us. Mr. ***** enrolled in the Gold and Silver ******* Half Dollars Collection via an order on our website on 11/30/22. This collection consists of monthly shipments which is why he was sent another coin in January and March. 
  His order was cancelled on 3/6/23 following a phone call to our Customer Service department. We also sent him a postage paid label to return the unwanted March shipment. We regret if we misunderstood his request if he also wished to return the January shipment, for which he received the billing reminder. The January shipment was initially charged to his credit card but that charge later rejected on 3/19/23.
  In an effort to resolve this matter we have cleared the balance for the January shipment and his order remains cancelled.
  We regret any inconvenience this has caused and believe this matter to be resolved. 
  
  Sincerely, 
  Beth R***
  The Danbury Mint 
  Customer Service Manager
  800-243-4664 ext. 4337
  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a book that was IN STOCK, over a month ago. Was already charged and paid in full, website says 6-10 days for shipping. I was not notified of any updates on my shipping status after those 10 days. (No late shipping notification, etc.) I had to email customer service about 2 weeks after it should've shipped. They said they would ship it out soon. "Soon" was apparently over a week later. Later, my order status said it would ship out on April 8th (over a month after ordering and paying). Now on the 9th it says 24 hours to 72 hours. I don't trust a word they say, this product wasn't cheap, it was over $200 for this single book. It was supposed to be a birthday present and it is going to be very late, because I was lied to twice about the promptness of the shipping and handling process. I would've never ordered if I knew I wouldn't receive my product until 2 months later. I was intending to order the ** ********* collection and a few other books from them, but at this rate with the lack of transparency I will not be ordering anything from them again.

  Business response

  04/13/2023

  Thank you for forwarding this complaint to us. We apologize for the delay in shipping the book to Mr. ********. The book was not in stock when he placed his order. He was sent a letter on 3/17/23 advising of the delay and that the book would be delivered in April. The book shipped on 04/10/23 by ******* *******. The tracking number is: ************ and was delivered on 04/12/23.
  
  Please feel free to contact us with any further questions. 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last year I purchased books and requested a monthly payment plan. Unfortunately my card was stolen and had to be replaced. 3 charges showed up on my account so I assumed everything was good until I received a notice in December. I called and we discovered the charges were bounced back and I needed to update my card info. This was January. I updated and was told I would be charged monthly and the process would start over (per my request so that I didn’t receive multiple charges in one month). I then received 3 repeat charges in March in the same day. Once again I called and the woman I spoke with nonsensically say the computer glitched out and did this and that she would “personally reverse all but one of the charges and make sure she placed the rest of the charges once a month”. I very thoroughly for the third time explained I could not afford more than one charge a month. I been laid off from my job and finances are really difficult. Not only did none of this happen but I was charged FOUR more times just a couple days later. I was on vacation and this completely maxed out my card so it was declined at a dinner I was at with family and friends. Humiliating. This time I emailed EP only to be met with a horrendous response that took no ownership of the situation and blamed me for something I have no control over. Lina did say she would refund the charges however it’s been 3 days and NOTHING has been reversed. This customer service is abhorrent and I no longer want these books. They are more trouble than they’re worth and I will let everyone know never to purchase from EP if this issue isn’t resolved. If this is not resolved by the end of the week I will report this to my credit card company as unauthorized.

  Business response

  04/11/2023

  Thank you for forwarding this complaint to us. We apologize for any frustration or embarrassment that this has caused Ms. *******. When she placed her order in September 2022, the charges on her credit card declined. She contacted us in November with a new credit card number. Although 3 installment payments were due, we told her we would accommodate her request and charge one payment per month until complete. Due to an error on our part, after the November charge was processed, the next payment was not processed until March 15, 2023. Unfortunately, since all payments were past due, the balance of her payments charged at one time.

  
  We refunded Ms. *******’s credit card for the multiple charges on 03/28/23. In addition, we have reached out to Ms. ******* directly and have mutually agreed to a courtesy credit for one installment payment. She agrees that she will be responsible for the remaining 2 payments which will be charged to her credit card on 04/15/23 and 05/15/23.

  Again, our apologies for the error on our part. Please feel free to contact us with any questions. 

  Customer response

  04/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  02/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a copy of ******* **** on 11/9/2022, for approximately $40. The email for the advertising promotion I received specifically mentioned there to be the "opportunity, yet no obligation" to purchase additional books. There was never any disclosure of any subscription, as is necessary for subscription services. However, on 12/9/2022, I was charged approximately $130 under the same order number for a book I did not order. I noticed the charge on 12/12/2022 for this unordered merchandise and requested cancellation of this fraudulent order from my account. I received confirmation of the transaction cancellation that same day. However, the charge was reapplied on 12/14/2022 and I receive a copy of some random Hoffman book I did not want and did not order on 12/16/2022. I reached out to Easton Press on 12/17/2022 to ask for a refund and they indicated they would mail me a return label to return the book so they could send me a refund. However, even as of today, 2/10/2023, that return label still has never shown up! I opened a credit card dispute on 12/24/2023 due to the non-receipt of this label within a reasonable mailing time. That credit card dispute is still processing but the company has been constantly mailing me bills asking me to give them my credit card information so that they can recharge me $130 for this book that I did not order! They can't send me a return label, but they certainly can send me billing statements! I want these billing mailings to stop and the assurance that I will not be responsible for the cost of this product I did not order and am still unable to return.

  Business response

  02/16/2023

  Thank you for forwarding this complaint to us. We are sorry to hear that our marketing was not clear to Mr. *****. He is correct-he is under no obligation to continue receiving books. However, the initial offering, as well as the letter enclosed with his first shipment does explain this is a collection and a book will ship monthly.

  
  Mr. ***** canceled his order on our website on 12/12/22, however, the second book was already prepared to ship and could not be stopped. He contacted our Customer Service department on 12/19 at which time a postage paid return label was sent to him to return the unwanted book. A second postage paid label has been requested to be mailed to him since he indicates he has not received the first one.

  We processed one charge to his credit card in the amount of $130.43 for the 2nd book. However, since he disputed the charge with his credit card company for the 2nd book and a chargeback was issued on 1/9/23, there is no refund due upon receipt of the return.

  
  Attached is a copy of the letter that was enclosed in Mr. *****’s first shipment indicating that he would receive additional books.

  
  Please feel free to contact us with any further questions.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  01/29/2023. I bought a coin from PCS for $59,99 of of their website and got an email starting same. When I looked at my debit card invoice I was billed $59.99 and then another $124.90. when I call them up about it they said I didn't check the box. What box? I didn't get a reply. I told them to cancel the order and refund me the $59.99 and the $124.90 they took from me. Do not ship the coin. Today I got the coin and with it a receipt for $124.90. $119.99 with $5.00 shipping. ***. I ordered one coin for $59.99 with free shipping.( I have the email and the add for it saved) I did not at any time order or authorized any coin for $119.99. They ripped me off for as lease $124.90. I want my money back.

  Business response

  02/17/2023

  Thank you for forwarding this complaint to us. Our apologies to Ms. ****** for the error in placing her order. She is correct; she should have been charged $59.99 for the price of the coin that she ordered but she was incorrectly charged $124.90.  This was due to a system error on our part.
  
  When she contacted us on 01/30/23 to cancel her order, the coin had already shipped and could not be stopped.
  
  We have given Ms. ****** a full refund to her credit card in the amount of $124.90 on 2/7/23.  We have also sent a postage paid return label to her so that she may return the coin.
  
  Again, our apologies for the error and for any inconvenience this may have caused.

  Customer response

  02/21/2023

  ***** ***** *** ******************** ***** ******* ******** *** **** **** ** *** ********** *********************** ******** ***** ***  

  Thank you For your help in getting my money back.

  *** ***** ******

   

  *****

   

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally ordered a replacement ring from Danbury Mint on October 17, 2022 for a ring that was either lost of stolen from our home. I had visited Danbury's site and after seeing the exact same description and color of my wife's missing ring, I ordered it. When the ring arrived in November, it was not what was depicted in their advertisement. I then contacted Danbury and was instructed by a representative to return the ring and they would replace it with the correct color shown in their photo of the ring. I received the second replacement ring in December, and it was the exact same color as the previous ring that was sent which was too light. The ring in question is an August Birthstone Fire Ring and I was assured by Lisa in Customer Service on two separate occasions that the ring would have the green peridot color...and that a supervisor would inspect it to ensure that it is the darkest stone they can get as the original stone was too light. After I received the second ring, I spoke with yet another representative who finally told me that they (Danbury) would not be able to duplicate the original ring as they probably switched vendors who could not match the stone color. She suggested I return the ring and they would issue a refund of my original first payment ($39.58). When I wrote to Danbury again and asked if I could obtain the contact information of the original vendor so I could possibly order the ring directly from them, they refused to give it to me, as they said the vendor was a wholesaler who would probably not sell to an individual customer. When I also pointed out that Danbury's advertisement was at the least misleading and at worst false advertising, they said thay would refer my complaint to their Marketiing Department. Danbury has since removed the photo of the original ring;however, I have yet to hear from them and to date I have not received a refund. I would like not only a refund of my original payment, but also a solution as how I can go about obtaining the ring that is shown in Danbury's advertisements.

  Business response

  01/09/2023

  Thank you for forwarding this complaint to us. Upon further research, the customer is correct that we made an error when offering a new, similar, ring and the image we showed is not representative of the actual product. We are updating the images on our website and plan to update future marketing. We regret that we are unable to send a replacement of the original ring as it is no longer available. A refund was processed to Mr. ********* credit card on 1/6/23. We do not disclose our vendor information as it is proprietary information. We apologize for any inconvenience this has caused.
  

   

  Sincerely,
  
  Beth R***
  
  The Danbury Mint
  Customer Service Manager
  

  Customer response

  01/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was issued a refund; however, Danbury's response did not offer me a solution to my problem and that is how I can go about replacing the original ring that I purchased for my wife.  It's also apparent from the response that Danbury cares more about their vendors than they do their customers.
  
  Sincerely,
  
  *** *******

  Business response

  01/23/2023

  We regret that we are unable to send a replacement of the original ring as it is no longer available. As requested, a refund was processed to Mr. ********* credit card on 1/6/23. We do not disclose our vendor information as it is proprietary information. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  *** tracking ********** Order number ******** Order date 11/17 I ordered this from ******* ****. Stated it would be 3-5 days to ship. Didn’t ship til 11/26. Still not received and shows stuck in transit in ******* **. Called customer service spoke to “Bianca” she was rude and stated I’d just have to wait and hung up on me!

  Business response

  12/14/2022

  Thank you for forwarding this complaint to us. We received this order on 11/17 and it shipped on 11/26, which was the 5th business day due to Thanksgiving Holiday. I spoke with the customer by phone this morning to apologize that the item had not arrived and offered to send a replacement overnight delivery (which he accepted). Mr. ***** confirmed the previous representative offered a replacement but did not offer to expedite it. We regret the manner in which his call was handled as it is not the typical level of service we provide.
  

  He seemed satisfied when we spoke, and we believe this matter to be resolved.

  
  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was on website. I decided to see if I could purchase an item without up front payments. Once I placed the order & saw that they wanted 34.30 cents today, I hit the no thanks button. Once I attempted to say " NO" & push button, the fraudulent system placed an order anyway, causing my account to be overdrawn. This company has implemented a system depriving unwary customers of a choice. I clearly attempted to discontinue w the purchase, yet, Danbury mint is stealing & defrauding the public. I want my money plus overdraft charge of 28 dollars returned immediately.

  Business response

  12/02/2022

  Thank you for forwarding this complaint to us. We regret the trouble he had when placing the order.  We have been in contact with Mr. *********, and he confirmed he does not have an overdraft fee on his account. His original order was cancelled, and he understands his credit card will not be charged. He seemed satisfied when we spoke, and we believe this matter to be resolved.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I been doing bussiness with *** stamps and coins as well as their sister company ******* **** since 1999 only problem I had was that they would send payment reminder before I recieved item. However I emailed customer service in March of 2022 to cancel all subscription except the vice president medal collect. They told me they did, and since I have recieved no coins from them even the one I wanted to coninue. Now they are charging me for coins I never recieved and in some of these subscription they said they sent multiple shipment. When I was active with them they didnt send your next shipment until your previous is paid in full. Some of these subscription they are claiming they sent me 2 to 4 shipments. They are blackmailing me to pay Roseann the head of collecion told me it does matter if I recieved them or not I am required to pay and if i dont they will ruin my credit. I never got this items it say cancel anytime and they blackmailing me to pay. They can not provide they sent them or items were delivered.

  Business response

  11/11/2022

  Thank you for forwarding this complaint to us. As requested, Mr. ******** orders were canceled except for the Vice-Presidential medals which he said he wanted to complete. On 09/28/22 we received mail correspondence from Mr. ****** that he had not received his last shipment of Vice-Presidential medals. The replacement shipment was sent to him on 10/3/22. He also stated he had not received or had returned items that had a balance due. While we did receive a return of several coins, there were others that were not returned and still have a balance remaining.
  
  In order to resolve this, we have cleared the balance due in the amount of $214.05 on his account. He will continue to receive the Vice-Presidential Medal collection until it is complete. We do not report to any credit bureaus so this will not negatively affect his credit rating/report.
  
  Please feel free to contact us with any further questions.
  

  Customer response

  11/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  IIt untrue, they haven't sent me any coins since March including the Vice-president Medal and everything I received in February and March was sent back to them. According to a letter from them I received they claim I own them $389. I owe them nothing . I return EVERYTHING that was sent to me if the claim something missing its because it was never sent. I WILL NOT BE BE BLACKMAILED INTO PAYING FOR ITEMS I NEVER RECEIVED. 
  Sincerely,
  
  ****** ******

  Business response

  11/14/2022

  We apologize if our response was not clear to Mr. ******.  We have cleared his balance due and he will receive no further billing reminders notices. We are not asking him to pay for any old balance.

  
  As far as the shipments in the Vice Presidential medal collection are concerned; a shipment was sent on 10/3 containing the Nixon and Johnson medals. On 11/3 another shipment was sent containing the ***** and ******** medals.  If Mr. ****** has not received these, he may contact our customer service department directly for replacements at *************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩