ComplaintsforMonument Metals LLC

• Initial Complaint

  12/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 12/22 at 6:33 AM EST, I placed an order with Monument Metals. At 6:37 AM EST, I received a fraudulent activity alert from my credit card company, which I authorized the transaction immediately. We checked our order with Monument online and the account was pending. Being Christmas holiday weekend, we waited until 12/27 (as the company was closed on 12/26) to verify the status of the order. On our account, the transaction was listed as reapproved/clear sale, and we contacted customer support on 12/27 at 4:18 PM EST to verify. We spoke with Stephanie, and she said that the credit person will call us on 12/28. On 12/28 at 8:59AM ET, I received an email from Giselle Sicle saying the order was cancelled and payment was refunded. I contacted my credit card company first to confirm that the purchase was authorized and cleared, which they confirmed was the case, but did receive the refund request from Monument and will take approx. 48-72 hours to reflect in my credit balance. We contacted Monument on 12/29 at 12:39 PM EST and spoke with Daniel. He stated that our account has been suspended and we cannot place any orders with them until we pay via e-check or bank wire. We are not allowed to use a credit card with them unless we pay with a different method first and it is completely out of their hands because their 3rd party vendor makes those decisions. We have been blacklisted for a legitimate purchase using a legitimate credit card, which I immediately authorized as legitimate. We can't even access our account unless we pay for the order in a different manner, which we are not able to do at this time. We were also told they will not be able to do business with us anymore unless we pay in a different manner. Never have we experienced a policy as such where a real customer is being treated as a thief and cannot rerun the transaction even though it is approved/cleared by the credit comapny. We have offered additional documentation, but they will not accept it.

  Business response

  01/06/2023

  Business Response /* (1000, 6, 2023/01/05) */ Here at Monument Metals, we want ALL of our customers to be satisfied and We take all customer complaints very seriously. This is the first BBB complaint we have ever received. I have spoken with Mr. ***** and we have clarified the situation and we have come to a resolution. He has requested that his complaint be removed through the proper channels and we were informed by BBB that we needed to indicate that fact on our response. Mr. ***** will approve upon receiving our response. Thank you! Consumer Response /* (2000, 8, 2023/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) We would like to remove/unpost/retract the complaint against Monument Metals. We were satisfied with the resolution and do not feel the complaint needs to be published on the BBB site.

*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. ↩