Complaints

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

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  CSG Cards

  PO Box 4800 Sarasota, FL 34230-4800

• 

  CSG Cards

  5501 Communications Pkwy Lakewood Ranch, FL 34240-8474

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:02/15/2024

  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.

  I need my claim settled. Approximately $900 is owed to me. Please see explanation provided under desired settlement portion for details.

  Business Response

  Date: 02/21/2024

  We apologize for the communication breakdown. It was our fault. We have reached out to the customer and are reaching an agreement on compensation.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21288675
  
  I am rejecting this response because: they are saying it takes between ***** days to process the reimbursement check. This has been going on for far too long. Same story as with the original statement about insurance taking ***** days and then I heard nothing after that. Just drag this out long enough that it becomes negligence on my part of taking action is the end game here. This has been a major financial burden for me and I've been patient for 7+ months. There is absolutely zero reason this shouldn't be resolved in 7-10 days and my patience has ran out now.
  
  Sincerely,
  
  ***************************************

  Customer Answer

  Date: 03/14/2024

   
  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

  Date:09/08/2023

  Type:Order 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.

  Date 2/16/23 CSG had 15 of my trading cards to grade. Only 11 were graded and four were rejected for various reasons. I did save rejection labels. I questioned this many times always got a runaround. So 4 cards not graded sent back but kept my $15 each They owe me $60 in refund or grading credit for future order. I really should not do business with the company because they have inexperienced employees. One of my rejected labels said **** Topps when it was a **** **********. How does a so called grader not know this? Anyway send more cards to *********** and they authenticated and graded the 4 that were rejected by CSG. No problems from a company(GMA) that has been 100% accurate over 20 years. I await my $60 refund. I am done chasing this company. $60 please $15 x 4

  Business Response

  Date: 09/14/2023

  There were four cards rejected for grading.

  Line 008 - 1967 Topps #*** *********************. This was deemed to be trimmed (altered). Customer is still responsible for grading fee when a card is deemed to be altered because CSG still performed its service.

  Line 011 - 1954 Topps #*** *******************************. This was marked as "Service Unavailable" because it is oversized. Customer was NOT charged for this card because CSG could not perform its service.

  Line 012 - 1954 Topps #** *********************. This card was found to have color added (altered). Customer is still responsible for grading fee when a card is deemed to be altered because CSG still performed its service.

  Line 015 - 1971 Topps #*** *******************. This card was also found to have color added to the borders (altered). Customer is still responsible for grading fee when a card is deemed to be altered because CSG still performed its service.

  CSG cannot comment on how or why another grading company may have subsequently encapsulated cards that CSG rejected. By rejecting the cards, CSG rendered its professional opinion. 

• Initial Complaint

  Date:05/22/2023

  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.

  On 3/31/23 CSG sports cards ***** 28 sports cards they had graded for me for $371.00. On 4/1/23 I was hospitalized for 16 days at **************** hospital here in ******, **. The last day Fed Ex tried to deliver the package was 4/14/23, so the package was sent back to CSG sports cards. They received the package 5/3/23. I've called at least 10 times and been told I'm sorry you were in the hospital, and I'll see what I can do, but they never call back. I finally was told by ******* in customer Service that I need to verify my address because no one received it. They will not send an email or something so I can verify my address. They've had my 28 cards for almost 3 weeks, I can also produce the receipt. Voucher #******** and submission # **********. I also have emailed customer service with the receipt and address but no response. I hope you can help me because I would like my 28 sports cards back.

  Business Response

  Date: 05/22/2023

  We apologize for the communications deficit. We will have our customer service team reach out to the customer right away.

   

  Customer Answer

  Date: 05/23/2023

   
  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

  Date:03/20/2023

  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.

  Hello,I would like this matter resolved before I take legal action for this company that has been nothing but poor and unethical. Their customer service is a complete disaster and apparently they have no supervisors. I made a payment of $1,400 on February 2023 for a submission that has been completed on my account for over a year and half. It has yet to be shipped and im getting a run around and no one has any idea on where the cards are at. I was told they are in a safe but I don't understand why they have not been shipped. This company is a complete mess. I WOULD LIKE THESE CARDS DELIVERED TO ME ASAP. I have communicated mutable times over emails and phone call. I get the same excuse and response from every agent there. Apparently no one one has any idea where any submissions are at. Again, these cards have been sitting in a safe for over a year and a half and still have not been shipped for over 3 weeks now. What's the hold up? Please advise before I take legal action and contact my lawyer to have this accommodated.

  Business Response

  Date: 04/03/2023

  We apologize for the delay. Customer's submission has been shipped.

• Initial Complaint

  Date:10/25/2022

  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.

  ***Missing Package***No updates by CSG. Told to wait 30 days but ***** says the process is 7 days and ***** says no claim has been started by *** to find my package.I sent 12 cards to CSG to be placed in new CSG holders. The package was received by CSG on 9.26.22. CSG supposedly placed the cards in new CSG holders and sent the package to my return address on 10.04.22 The return package was sent via ***** and shows delivered on 10.06.22. Tracking #************. ***** shows signed by ******. When I attempted to pick up my package I spoke with ***** who said she did not sign for the package and there is no log of the package being received. She referred ,e back to *****. When I contacted ***** they referred e to the shipper, CSG. I called CSG on 10.13.22 and was advised that "CSG is working on it". I then contacted Fed Ex and they said no investigation or claim has been started. I called back on 10.17.22 and spoke with ******* at CSG who said "they are working on it" and that it may take 30 days for an investigation and 30 more days for my claim to be processed. She advised me that my package was insured for $5000.00 on the phone and in an email. I then called ***** and they said the investigation process is less than 7 days. There seems to be poor communication and a poor standard of customer service at CSG. The package contains 12 vintage items that has personal value and a declared dollar value of $5000.00. CSG has not updated me on the status although they say "we are working on it". I was told by ***** that an investigation has not even been started by the shipper. My goal is to have my package found, a prompt claim for the insured declared value of $5000.00 processed and paid and also an apology from CSG for the lack of communication in addressing this package. Received by CSG: 9/26/22 Shipped : 10/4/22

  Business Response

  Date: 11/15/2022

  We handle these matters through our private insurance policy. The claim has been made and our team has reached out to the customer with an update.

• Initial Complaint

  Date:07/12/2022

  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.

  This company sells a Premium Elite Membership, ($300), for grading sports cards that includes a $150 credit against services purchased. I purchased over $1,000 in services and never received a credit. I brought it to the issue to their attention over 4 months ago and they continue to tell me that they issued the credit to American Express. When they charge my card, the transaction shows up within minutes to my card, and yet a credit has taken months and as of today a credit is still not showing on my account. Please warn prospective clients of this company that they are deceptive in their business practices as they have sent me several internal documents showing a refund in process that never materializes!

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 9, 2022/08/05) */
  According to our records, the $150 credit was posted to Customer's AMEX on May 15. (We will email a copy of the receipt directly to the customer.) The credit was for Customer's prior elite level membership from April 2021. Customer's current membership level (renewed April 7, 2022) does not include any new credits.
  
  
  Consumer Response /* (3000, 11, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response includes a PDF of the so called credit processed to my account, but it clearly sates "Transaction Not Completed". As far I can tell this is an intention of providing a credit until the transaction is completed. American Express has been trying to contact the company to follow up and CGC has not responded to their requests. As of today this credit has not been posted to my account. American Express has provided me with a credit for the amount as a customer in good standing.
  
  
  Business Response /* (4000, 13, 2022/08/10) */
  We will investigate to make sure the credit has gone / will go through.
  
  Business Response /* (4000, 21, 2022/08/25) */
  Again, our apologies. The refund to the credit card was getting declined for some reason. Our accounting team has reached out to the customer and I've been informed the refund has now successfully gone through.
  
  
  Consumer Response /* (4200, 23, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  For months this company sent me correspondence that indicated a credit had been processed - this is part of their "Premium Membership" for which I paid a premium charge. It is my belief that this confusion is part of their business model to increase their revenue without cost. They have not reached out to me with any compensation and as far as I am concerned it will never happen. The $150 credit is now between them and AMEX as a credit was provided for "good standing". I have noticed on the "chat boards" that other individuals are experiencing the same issue with obtaining credit as I did. This company uses a "Crediting Process" as part of their marketing a Premium Service Membership" and the public should be warned of the company's deceptive responses thinking that "the credit is in the mail"! Charges to my account go through in seconds, I don't think crediting problems are an accident!