Complaints

This profile includes complaints for JM Bullion's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  JM Bullion

  11700 Preston Rd STE 660-153 Dallas, TX 75230-6112

  
• 

  JM Bullion

  Dept. 960555 P.O. Box 73196 Oklahoma City, OK 73196

• 

  JM Bullion, Inc

  180 N Michigan Ave Ste 1845 Chicago, IL 60601

• 

  JM Bullion, Inc

  1 E Erie St Ste 630 Chicago, IL 60611

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 03/14/2024

  I have reviewed the business’ response and appreciate the response. I will await the refund. 

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have not received 2015 ******** ****** 1 oz gold coin ordered via credit card #******** 2/16/24 10:28 AM.Refund or send coin.

  Business Response

  Date: 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

  Date:02/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 03/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Bullion wrote: Dear BB Ops, A claim has been filed on your behalf for a lost (8) 5 oz Silver Bar (Varied Condition, Any Mint) and (3) that was mailed to you on 12/18/2023 from JM Bullion, Inc.. JM Bullion, Inc. has filed an insurance claim with Cabrella for this parcel and needs you to complete a statement confirming the lost. As of now the tracking is still where I dropped it off! Which I did. see attached doc. and now they want me to do it again...Here is their latest, ..... What size boxes did you use? (Both inside and out) Where did you get them? Was there any tape on the boxes at the time, or did you assemble the boxes from scratch? Where did you pack them? Was there anyone else there during packing? If so, who? What packing material did you use? Paper, peanuts, bubble wrap, something else, nothing? (Both in the inside box and the outside box) What type of tape did you use on the inside box? Clear tape? Brown tape? Both? How wide was the tape? Did you tape only the top of the inside box? Bottom also? Sides? Did you bring this to FedEx or did they pick it up? Did they ever ask about the contents of the package, and if so, what did you tell them?

  Business Response

  Date: 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,

  
  

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 01/02/24 ***- ******* ACH funds transferred. To them.They canceled order on Jan 9th, Excuse internal audit? No refund after contacting both JM Bullion and my ****** ******* bank To reverse ***** just get the runaround from JM Bullion. no real answers, Told to just **** my bank take care of it!

  Business Response

  Date: 02/02/2024

  Hello,

  We have informed the customer that regrettably, we are unable to provide a refund at this time due to an existing *** reversal with their banking institution. We are unable to proceed with the refund until the *** reversal with the bank has been resolved. If the reversal is denied, additional documentation is required. We have conveyed this information to the customer and we are committed to resolving this matter promptly upon receipt of the required documentation.
  

  Customer Answer

  Date: 02/02/2024

  My bank ****** ******* Private Bank  ************* does not understand this;  

   From JM Bullion ---We have kindly requested that you contact your bank to initiate a "Good/Service Not Received" ACH reversal request. Additionally, we acknowledge that you contacted us yesterday and were advised that if the reversal request is denied by your bank, a denial letter must be provided.

  Customer Answer

  Date: 02/07/2024

  I have reviewed the business response and accept this resolution. 

  Resolved My bank credited the 63K plus interest,  E-Trade is very bad at communicating

  Thanks for your understanding.   ***********************. Should I dare to make another purchase from JM Bullion?

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #: ******* Product: 1 Kilo ********** Lunar Series Year of the ************** Mintage of 388.I did NOT receive the coA or the display box. When the coin arrived it was encased in bubble wrap. NO BOX. BO CERTIFICATE OF AUTHENTICITY as advertised. I have NO IDEA what the mintage of my coin is? What limited edition number do I have? I DON'T KNOW. Just a purchase receipt, NO COA no display box.The first time I called JM Bullion I was told this was the fault of their warehouse and offered a $50 gift certificate upon the return of the coin. The 2nd time I called I was told they were not sure if it was the fault of the warehouse and offered a $200 coupon upon the return of my coin.HOW DID MY LIMITED EDITION MINTAGE OF 388 1 KILO COIN END UP IN BUBLE WRAP WITHOUT ITS ORIGINAL DISPLAY CASE AND CERTIFICATE OF AUTHENTICITY?HOW DID THAT HAPPEN?!!!Someone would have had to open the box itself which comes wrapped in plastic from **************, take the coin out of box, take the coin out of it's display case, and throw away the coA, place the coin in bubble wrap ONLY and mail it off.GO TO H*** JM BULLION. I WILL NEVER DO BUSINESS WITH YOU AGAIN.

  Business Response

  Date: 01/12/2024

  Hello,

  This matter has been successfully resolved directly with the customer.

  Customer Answer

  Date: 01/12/2024

  I have reviewed the business response and accept this resolution. Upon further investigation by JMBullion, they were able to retrieve the *** and display box from their warehouse and mail it to me. I have received everything I had wanted in the original complaint and consider this matter resolved to my benefit. JMBullion also gave me a gift certificate to us on my next purchase for the inconvenience. 

• Initial Complaint

  Date:12/31/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ORDERED A 2021 10 OZ ******** SILVER MAGNIFICENT MAPLE LEAF COIN FROM JM BULLION, **** FOR $314.35 PAID BY CHECK. SELLER CLAIMS THIS PRODUCT WAS SHIPPED ON 5-22-23. PRODUCT WAS NEVER RECEIVED. SELLER SAID THEY CANNOT PROVIDE PROOF OF DELIVERY WITH THE EXPLANATION: SINCE THE TRACKING NUMBER HAS ALREADY BEEN RECYCLED BY THE SHIPPING CARRIER.

  Business Response

  Date: 01/05/2024

  Hello,

  Yes, it is true that we were unable to provide this customer the proof of delivery as requested, as it was no longer accessible to us. This situation is beyond our control as the **** recycles and reuses their tracking numbers. This is why it is crucial to promptly report any non-delivery concerns to us. It is important to note that this order was shipped on May 22nd, 2023 and we were notified about the non-delivery on December 6th, 2023. We will be in contact with the customer to resolve this issue.
  

  Customer Answer

  Date: 01/11/2024

  ON JANUARY 10 I RECEIVED A REFUND OF $314.35,   THANK YOU FOR YOUR HELP IN RESOLVIING  MY COMPLAINT.  CASE CLOSED.    ******  *******

  Customer Answer

  Date: 01/12/2024

  I have reviewed the business response and accept this resolution. ON JANUARY 10 I RECEIVED A REFUND IN THE AMOUNT OF $314.35.  THANK YOU FOR YOUR HELP IN THIS MATTER.  CASE CLOSED.   ***************************
  

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5-10-23, I ordered 80 American Silver Eagle coins at $30something per coin. The spot price for that day was $25.39. JMB always has comparable prices to reputable dealers so it wouldve been about $6 to $11 over spot. Ex: todays spot is $24.26 and JMB has veteran price at $33.05 if paying check and ordering ***** coins. I found out they charged me $44.66 per coin even after my military discount. Thats $19.27 over spot. I have never seen that price for this product and would never buy it at that price. JMB sent four emails after I complained but they just have excuses like how the price is determined which is IRREVELANT to their advertised price for that day. I always purchase the same thing: American Silver Eagle Dollar of the current year. I did not notice any problems until this year both in March and May. The same is noted by a lot of complaints. Im wondering if management changed this year. I know they have the ability to look back and see what they sold it for on that day and I guarantee you its not $44.66!

  Business Response

  Date: 01/04/2024

  Our premium over spot is primarily influenced by market conditions, supply, and demand. Our ********************** reviewed our pricing list at the time of this customer's order placement. The coins that were ordered were priced at $20.49 over spot per ounce for the first tier price. For qualifying quantity purchases and our military customers, the lowest tier price was $19.00 over spot per ounce. The spot price at the time of the order was $25.66, which means that the pricing is accurate at $44.66 per ounce. The premiums for these coins did not decrease until mid-June of last year. We hope this provides clear clarification! 
  
  

  Customer Answer

  Date: 01/04/2024

  I am rejecting this response because:   There was never a price off $44.66 advertised at the time of purchase for 2023 uncirculated silver American Eagle dollars bought through paid through bank between ***** ounces at veteran rates. I would not buy at that price. Sometimes I order on the phone and sometimes online. I dont know if I was told wrong or why JM is claiming they were selling at $44.66 an ounce which is laughable. Ask any reputable dealer what they sold for on that day under the same above conditions. 

  Business Response

  Date: 01/05/2024

  Hello,

  We are uncertain about additional actions that can be taken. The pricing, as substantiated by the copy of the invoice that was provided to the customer and verified by our *********************** is indeed accurate. We have utmost confidence in the accuracy of the pricing for this order. Regrettably, we do not have access to the historical pricing of other dealers.

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a transaction on JM Bullion to buy a coin using a payment method I have previously used on 11/27/2023. On 11/28/2023 I received a notification that the payment has been confirmed and my product would be shipped. On 11/29, I received a message that my payment wasn't processed correctly and I would have 10 days to update the payment. I then simultaneously received a notice that the order was cancelled and I had to reorder. I was never given the opportunity to update info or provide an alternative payment as is there policy. I doubt this would have happened if the price of gold hadn't gone up as much as it has in the past few days but having been a long time customer I will never use JM again unless they honor the original pricing and allow me to purchase the item at that settled upon value.

  Business Response

  Date: 12/04/2023

  Hello,

  I'm sorry for the hassle. The account number on the order in question was invalid. This is why it was cancelled. I also show you have since placed a new order. Is there still something needed on this complaint?