ComplaintsforFirst Fidelity Reserve, Ltd.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 3/27/23 I made an order and was expecting a phone call for confirmation. Never had a call. Havent had any help any time I called. Each time any one that could help with my problem wasnt available. I tried making calls due the week during open hours. I am disappointed with the lack of service. This order was a test to see if this was a safe company. I am not feeling very trusting about this company. I would love to be surprised though.

  

  Business response

  04/12/2023

  Dear ************,

   

  We are in receipt of the April 6, 2023 complaint submitted by ************************************  Our computer records indicate ************************ placed an order on the company website on Friday, March 24, 2023.  A confirmation email was sent to ************************ on that date at 4:44 p.m. CST.  The order was processed by the company administrative staff on Monday, March 27, 2023.  Unfortunately, one of the products ordered by ************************ was not available for immediate shipment.  Consequently, the order was shipped on Monday, April 10, 2023 via *** overnight and delivered on Tuesday, April 11, 2023.

   

  *********** also reviewed call records both internally and with the company call center located in *******.  The search uncovered two phone calls from Mr. *********** phone number on April 4, 2023.  The first phone call was made before the company office opened.  *********** call center based in ******* answered the call which was recorded.  In the phone call ************************ didnt ask to leave a message and said he would call back later.  The second phone call from Mr. *********** phone number occurred during lunchtime.  Again, this call was answered by the call center and ************************ was told that representatives were unavailable for the next hour and asked if he would like to leave a message.  ************************ asked, Is this a real company? and then stated he would be canceling his order.  The call center representative asked if he would like to leave a message with customer service to cancel the order.  He declined to leave a message and said that he would just make sure his card wouldnt accept the charge.

   

  Upon receipt of this complaint, a company representative contacted ************************ who appreciated the follow up and answers to his concerns.  ************************ stated he would do more business with the company in the future.

   

  Please let us know if you need any further information.

   

  Sincerely,

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

  First Fidelity Reserve

  Customer response

  04/13/2023

   
  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

  01/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My father in law *** ***** purchased coins from **** ******* at First Fidelity Reserve. He passed away in October 2021. I contacted **** and informed him that due to his death, the kids want to sell the coins as they're settling the estate. **** informed me he would get me the information in a week. I have not heard from him since even after numerous messages and emails. I left a message for his boss **** ******* and he hasn't returned my call either. The family is grieving the loss of their father and all they want to do is move forward but no one is responding. In addition, my father in law was 89. When I did speak with **** to inform him of his passing he was educating me that coins should be kept for 9 years and we shouldn't sell. I was clear with him that he should have not sold the coins to an 89 year old if a 9 year hold was expected. I am concerned that there was elder financial abuse in this situation. Thank you for any help you could provide.

  

  Business response

  01/10/2022

  First Fidelity Reserve reached out to this consumer today and is working to resolve the issue.   
  Thank you,
  **** *******, First Fidelity Reserve Numismatic Consultant
  

  Customer response

  01/25/2022

  
  Complaint: 16444743
  
  

  We have accepted the offer from the company. Once we have access to the coins which are in a safety deposit box we will follow their instructions and send them back for a refund. It may take 10-30 days for us to receive access to the coins.

  
  ****** *****

  

  Business response

  02/02/2022

  Dear Ms. ****,
  

  Our company has communicated with Ms. ***** and there is an agreement for First Fidelity Reserve to purchase the coins previously purchased from the company by *** *****.  It is our understanding the family needs to gain access to the coins and will let us know when they are ready to ship the coins to our company.  This delay will not effect First Fidelity Reserve’s agreement to purchase the coins.
  

  Please let us know if you have any questions.  Thank you for your assistance.
  

   

  **** *******
  

  Numismatic Consultant to First Fidelity Reserve

   

*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. ↩