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Complaint Details
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Initial Complaint
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I agreed to sell silver coins and bullion to JM Bullion for $4,142.59. JM Bullion noted that shipments are fully insured. I dropped off the package per the instructions at ***** on Feb 9. On Feb 12, JM Bullion notified me that my package was received and I would be paid shortly. On Feb 14, JM Bullion sent me an amended invoice for only $1,600.29 worth of silver. Via email, the manager of the receiving department, ***********************, said it was clear some of the silver was stolen from the package and the box retaped. He also said they have experience with shippers stealing items from packages.I then submitted answers to a questionnaire for the claims team describing the packing and custody of the box prior to shipping. The claims department then notified me on March 6 that they were denying my claim. On March 22, I submitted a request for an appeal of the decision via email. On March 25, JM Bullion notified me that the appeal was under review and they would be in touch when it was complete. In the email I described how the tape on the box in the picture they sent me looked different than how I prepared the box and that assuming JM Bullion was correct in blaming ***** for stealing the silver, that the employee who stole the silver would have ready access to the exact standard ***** box I used and could have put the remaining silver in a new box and printed a new label to avoid the appearance of tampering. As part of the appeal I also requested a description of the investigation that was run, whether ***** was contacted as part of it, and access to the video of the box opening. On June 1, I requested an update on the appeal. On June 3 I received a reply that the claim (not the appeal) was denied and the company would no longer communicate with me about it. Throughout the process there has been a consistent refusal to answer any questions about the investigation, the company will not answer phone calls, and I'm skeptical that any investigation was performed at all.Business response
06/07/2024
Hello,
We are sorry to hear of your experience. We will be reaching out to you directly to resolve this issue.
Kind regards,
Customer response
06/11/2024
I have reviewed the business response and accept this resolution.Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Made a purchase of Gold Bullion from JM Bullion on 5/21/2024 for the amount of $58,827 by an ACH withdrawal from my bank checking account. The money was removed from my account on 5/22/24. I was given an estimated ship date of 5/28/24. On 5/29/24 I received an email that the order had been canceled due to an internal reviews process. They also requested that I contact my bank and initiate ACH reversal request (Dispute the transaction) . I am not disputing the transaction as I told my bank, I just wanted my money wired back to me since they canceled my order. My bank informed me that even if I wanted to request an ACH reversal it was too late since it has been past the 5 day period to do so. Contacted JM Bullion and told them that Bank could not perform an ACH reversal. I was told that I would have to be sent a release form to wire the money back to the same account they took it from the following day.It has now been 2 days and I have not received the release form from JM Bullion.Called JM Bullion today 5/31/24 to ask why I haven't received the release form as promised. Was told that they still didn't have an update on my case to return my money back. They have now held my money for over 8 days on an order they canceled for a reason they won't give me, but they still continue to hold my money again for a order that they canceled. This has deprived me from making purchases from other establishments which could cost me more money to invest in Gold due to market fluctuations. JM Bullion canceled the order after holding my funds for over a week, why do I have to wait and go through a bunch of red tape to receive my money back on a purchase they refuse to fulfill.Business response
06/04/2024
Hello,
We apologize for the inconvenience this experience caused. Due to the nature of our inventory, we take these issues very seriously. Your refund was processed yesterday. The credit should be reflected in your account within the next 1-3 business days, depending on your bank. We are looking into this issue to ensure you have a better experience, should you wish to do business with us again.
Kind regards,
JM Bullion
Initial Complaint
05/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased thirteen 20 gram Valcambi Gold CombiBars on Mar 04, 2024 at $1576.86 ea, for a total of $20,499.18. Order was processed and money withdrawn by ACH from my account the next day, Mar 05.Purchased another five 20 gram Valcambi Gold CombiBars on Mar 08, 2024 at $1618.86 ea. for a total of $8,094.30. Again, order was processed and money withdrawn from my account by ACH the next day, Mar 09, 2024.On Mar 11, 2024, both order were cancelled "due to there internal review process." No reason given. They were quick to my money though. I contacted them and was told they can initiate a return or my bank ca. I opted for my bank to reclaim my funds. Received a letter from my bank on Mar 28, 2024 stating they were unable to retrieve the funds and to contact the merchant. I contacted them stating my bank was unable to retrieve the money. They asked for a copy of the letter from my bank which I sent also on Mar 28. Their reply was "Sent to our ************ for further review. Its been a black whole ever since.I reported them to my states Attorney General on April 12. Just received their reply yesterday, May 17, stating they were unable to do anything. On my way to reporting them to the Texas Attorney General and then the **** because I'm sure they would like to know what they are doing with the peoples money and their overall business practices, I thought I'd swing by the BBB first.I've lost the value of gold that I purchased which has gone up. If my money had been returned in a timely manner, it could have have been accruing interest at my bank.How is it they retain an A+ rating?Customer response
05/21/2024
Complaint ID: ********
Just received (2) emails from JM Bullion. Below is a copy & paste of those emails.
Dear *****,
We wanted to let you know your refund in the amount of $8,094.30 has been initiated via ACH today. Please allow for 48 hours for it to post to your account. If you have any questions feel free to contact us at *************** or **********************************.
Thank you!
JM Bullion&
Dear *****,
We wanted to let you know your refund in the amount of $20,499.18 has been initiated via ACH today. Please allow for 48 hours for it to post to your account. If you have any questions feel free to contact us at *************** or **********************************.
Thank you!
JM BullionI will let you know if they follow through.
Thank you
Customer response
05/22/2024
Complaint ID: ********
Wanted to to report that JM Bullion has (finally) refunded my money. You can now close the complaint.
Thank you very much for your assistance on this matter. Very much appreciated.
*****
Initial Complaint
03/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order with this merchant on 2/29/204 and the funds ($2,296.25) were withdrawn from my bank account on 3/1/24. After a few days, as expected, the items were shipped.Unfortunately, when I received the package and opened it (it did not appear tampered at all), one item (the most expensive one, a 1oz gold coin, cost $2198.58) was missing. I reported the incident and they told me to fail a missing claim. They asked me to provide multiple photos of the packaging which I did.They then replied that since the package does not appear to be tampered they have no obligation to cover the claim and thus will not compensate me.Business response
03/18/2024
Hello,
This issue has been resolved. The customer located the missing gold coin.
Kind regards,
Customer response
03/18/2024
The problem has been resolved after I had sent the complaint and I accept the business's response.Initial Complaint
03/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I sold $8460.43 worth of gold coins to this company. I am attaching their purchase order, mailing receipt and tracking confirmation of delivery. I have called them many times, and they say that they will pay me, but their web site tracking states that they have not received the package which is contrary to the uploaded shipping receipt and tracking information that I am providing. I want my $8460.43 plus the 5% fee in the contract for non-performing default plus market fluctuations (also in the contract) of $170.10 for a total payment of $9053.55.Business response
03/19/2024
Hello,
This Sell to Us order has been funded and paid to the customer. We advised the customer that our processing times were slightly longer than normal due to the volume of orders we have as a result of the market fluctuations.
Kind regards,
Customer response
03/19/2024
I have reviewed the business response and accept this resolution.Initial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On February 14, 2024 I ordered precious metals from JMBullion.com (attached). The order number was ***********. The transaction amount was in the amount of USD 21,613.60 and was an ACH transaction from my banking institution. On February 15, 2024 the funds were sent to JMBullion (see attached). On February 22, 2024 I received an email from JMBullion informing me that my order, despite having received the $21,613.60 was "cancelled" due to an internal review process, and that I was directed to initiate an ACH reversal from my bank. I called JMBullion on the phone and was told again to initiate an ACH reversal and that the operator could not be of any other assistance. I initiated the ACH reversal with my bank, on February 22, 2024. On February 29, 2024 my bank informed my that they would NOT refund me the $21,613.60 as the merchant had received the funds and my bank was not allowed to reverse the authorization. JMBullion committed to send me the PM listed in the attached document. They took the funds I send by ACH and cancelled my order and DID NOT send me the agreed upon Precious Metals. They have not made an attempt to resolve the matter other than telling me to ask my bank to initiate the ACH Reversal. The bank has refused to reverse the ACH funds sent to JMBullion. I expect a full refund of the funds receive by JMBullion.Business response
03/14/2024
Hello,
We are sorry for the inconvenience caused by this issue. We have asked our Billing team to expedite your refund. You will receive an email confirmation later today, once they process your refund.
Kind regards,
Customer response
03/14/2024
I have reviewed the business’ response and appreciate the response. I will await the refund.Initial Complaint
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 16 February 2024 I ordered a coin online and paid by credit card; the shipping date was supposed to be 20 February. On 04 March, the coin hadn't been shipped yet so I called in the morning to find out its status. I was told they would check and call me back. Six hours later, I still hadn't heard back so I called again and was told the billing department was still reviewing the purchase, which I don't understand because they've had my money for 2 1/2 weeks. I asked for clarification, and was told that due to a charge back last year when an order of mine had been lost by ***** the current shipment was under review, even though I never received that order or was in any way responsible for its loss.Today is 04 March and they have had the full payment since 16 February, but refuse to ship the coin I ordered. I am considering legal action for theft of my money and for fraudulently taken it under the guise of a sale.Attached is the email confirmation for the purchase, purchase date, expected shipping date, order number, and amount paid.Business response
03/08/2024
Hello ******,
We apologize for the issue and inconvenience you experienced with your recent purchase. Your order was released and shipped out on 3/5 and is scheduled to be delivered to you on Monday. We have taken the necessary steps to make sure this does not happen on all future purchases.
We appreciate your patience and your business!
Kind regards,
Initial Complaint
03/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Have not received 2015 ******** ****** 1 oz gold coin ordered via credit card #******** 2/16/24 10:28 AM.Refund or send coin.Business response
03/07/2024
Hello,
We show this was an order that was placed on 9/6/2023. This order shipped to out on 9/7/2023 and the tracking information indicates that the order was delivered and left with an individual on 9/11/2023.
Kind regards,
Initial Complaint
02/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
1/28/2024, I initiated *** payment of $42,915.99 for a tube of 20, 1 oz American Gold Eagle coins with premium shipping.1/30/2024, the amount was draft drafted from my account.2/5/2024, I received email notification that *** had cancelled my order without explanation.Shortly after receiving notice of cancellation, I contacted *** support who confirmed the cancellation but said I would need to initiate and *** reversal with my bank in order to get my money back, which I promptly did.2/6/2024 I received a letter from my bank that the *** reversal could not be reversed because the transaction was valid and the funds already withdrawn.Shortly thereafter I again contacted *** support who told me I'd need to send them a copy of this letter from my bank in order to get my money back.1/20/2024, again contacted who said they would need to send me an agreement to sign before my money would be refunded. They emailed me the agreement which is a poorly drafted and over broad word salad relinquishing my right to complain about (among other things) the refund itself. I told them I would need to speak with a lawyer before signing but was curious what would happen if I didn't and they confirmed that my money would not be refunded until I signed.1/21/2024, I have been advised by a lawyer to not sign the *** agreement which they require to refund my money, and so my money remains in limbo indefinitely.Business response
02/27/2024
Hello,
We apologize for the inconvenience you experienced during this process. We take ACH refunds very seriously and we have a due process in place for security reasons. Your refund was initiated yesterday, 2/27/2024. Please allow 1 - 7 days for the funds to be available in your account, depending on your banking institution.
Kind regards,
Customer response
03/01/2024
I have reviewed the business response and accept this resolution.Initial Complaint
01/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12/18/2023 JM Bullion did a buy back of my silver and I did everything to their letter on shipping. I dropped off the package at FedEx and from there it disappeared. The tracking says it is still where I dropped it off. JB Bullion said it was delivered 'somewhere' as 'they got a phone call' from 'someone' and no other info. on it. So, FedEx dropped it off 'somewhere to someone' and did not zap it for current tracking updates and nobody knows nothing and missing just before the holidays at that, HMMM! Something tells me this is an 'inside job' and I got ripped off! and I'm still getting the run around. I filed a claim 12/29/2024 with FedEx also and the package was insured at that with JB bullion. Here is my claim with JB Bullion. Jm BullionBusiness response
02/02/2024
Hello,
This claim is currently under review with our insurer. The information requested is essential for verifying coverage and confirming compliance with the shipping instructions, which is a standard procedure for processing claims. Please rest assured that we are making every effort to expedite the claim and will notify the customer as soon as we have an update. It is important to note that the resolution of a claim may take up to 30 days or more, and we appreciate the customer's patience in this matter.
Thanks,
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Customer Complaints Summary
173 total complaints in the last 3 years.
36 complaints closed in the last 12 months.