Complaints

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

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  Computershare, Inc.

  250 Royall St Canton, MA 02021-1011

• 

  Computershare, Inc.

  655 Montgomery St Ste 1240 San Francisco, CA 94111-2630

• 

  Computershare Investor Services

  2 N La Salle St Chicago, IL 60602-3702

• 

  Computershare, Inc.

  2 Cityplace Dr Saint Louis, MO 63141-7096

• 

  Computershare, Inc.

  118 Fernwood Ave Edison, NJ 08837-3852

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:10/12/2022

  Type:Customer Service 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.

  Computershare has debited my account 7 times for a total $650.00 should have only been 1 time for $200. 00. Several attempts to call being hung up on, along with several emails not to be returned. Severe language barrier. Representatives will not refer matter to a supervisor or manager. Several bank statements to show debits.

  

  Business Response

  Date: 10/19/2022

  Good Afternoon -

  We are respectfully requesting an extension, in order to effectively respond to **************************** complaint.  As additional research is required, we are requesting a new "due date" of October 31, 2022.
  
  Thank you.
  
  

  Customer Answer

  Date: 10/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I filed a complaint # ******** with Computershare on 10-12-22. On 10-19-22, I received a notice that they were requesting an extension to 10-31-22. As of this date 11-1-22, I have received no response from Computershare to attempt to resolve this issue. I am requesting to re open this case. 

  

  Business Response

  Date: 11/02/2022

  Good Afternoon -
  Please see attached response.
  Thank you.

• Initial Complaint

  Date:09/19/2022

  Type:Billing 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.

  My father's accounts with Computershare were set-up in his Living Trust's name. He mistakenly only listed himself as trustee, but I am a co-trustee. After my father passed away last year, I contacted Computershare to inform them of his passing and find out how to go about distributing the stock shares to the beneficiaries listed in his trust documents. They were quick to mail me the necessary documents to list me as a trustee on the accounts. One of the forms requires a Medallion Guarantee Stamp. I found out at my bank that they are not able to Medallion Guarantee Stamp the forms without a current account statement that shows them the value of the shares. In the past, we've never received a statement on these accounts, so I called Computershare back on 5/26/22, 6/14/22, 8/12/22, and 9/1/22 to have them mailed to me. So far I've only received a Direct Registration Advice dated 4/8/22 for one of the accounts and a Statement dated 6/21/22 from another account. Nothing has come for the third account and I'm not sure the other documents are current enough now. Each time I call back, after the 14 day waiting period, they say the statements have been mailed and they verified the mailing address with me. I haven't had any trouble getting my other mail, so I can only believe that the statements are not being mailed. The accounts are C0002275198, C0001246135, and C1000201223. They are not willing to email, drop box, or fax them to me. They charge $39 per account to overnight, which I don't trust they'll do any better than using first class mail. They're partnered with an online agency that will do the Medallion Guarantee Stamp without the statements, but they charge over $1000 per stamp. This first step toward getting listed on the accounts as trustee has been a nightmare. I'll still need to do more paperwork with them to distribute or transfer the shares as my father requested.

  

  Business Response

  Date: 09/29/2022

  Good Afternoon -
  Please see attached response.
  Thank you.

  Customer Answer

  Date: 10/05/2022

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  I would like to correct Computershare's comment that the ************ statement was set up to receive statements via the email address on account.  No statements were received at the email address and when I asked that a statement be sent to that email address I was told that it could not be done because it wasn't set up to receive the statements.  I asked them to change the settings so that a statement could be easily emailed and was told that it was not possible.

  Many thanks to the Better Business Bureau for helping me resolve this issue.  I was not able to do it the five times that I called Computershare.  I don't have issues receiving my mail and always received the dividend checks they mailed to me.  I have sent the required forms with the Medallion Guarantee stamps via ************** mail.  I'm hopeful that there won't be any further issues in getting access to the Trust accounts so that I may distribute the stocks as my father desired. 

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/08/2022

  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.

  REQUESTING A REISSUE OF CHECK IN THE AMOUNT OF $340 FOR CLAIM #WUU-700070133

  

  Business Response

  Date: 09/14/2022

  Good Afternoon -
  Please see attached response.
  Thank you.

• Initial Complaint

  Date:09/07/2022

  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 am managing my mother's estate. I am trying to get a full list of her assets under Computershare. I still do not know how much money she has or where the assets are. I have to know the 'company' name of an asset to get any help. But I don't KNOW the company assets. When I call in to the *** phone directly and enter my mother's social security number, it states there are 6 assets (companies). But unless I know what they are, I cannot get help to start a transfer of these assets. There is a link online to download a form to submit this request. The link is broken! This seems to be a totally corrupt way to do business.

  

  Business Response

  Date: 09/13/2022

  Good Afternoon -
  Please see attached response.
  Thank you.

  Customer Answer

  Date: 09/16/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  As you can see attached, I have already fulfilled the requirements that you are now asking me to do again.  I sent a letter to your office on August 8, 2022 requesting a list of all accounts associated with my mother's estate.  I noted in this letter that I am the executor. I included a copy of the death certificate and the Certificate of Appointment from the ************ Probate Court dated within 40 days the letter's date and her social security number.

  For your response, I was sent a form to complete for only 1 company associated with my mother's estate (MFS). I did not get a list of all companies (I am aware she also owns Principal).  When dealing with Computershare, everything is in a silo. Every representative that I speak with can only address the one company that they represent.  This is unacceptable that my request and repeated phone calls keeps sending me in circles.  You are asking me to repeat what I just did 30 days ago which also requires I go back to court for another certificate to meet your 60 day requirement.  And without the list of all companies, I am unable to request the transfer of the assets.

  
  Regards,

  *********

   

   

  

  Business Response

  Date: 09/26/2022

  Good Morning -
  Please see attached response.
  Thank you.

• Initial Complaint

  Date:09/02/2022

  Type:Sales and Advertising 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.

  Company wants to charge me $450 to replace stock certificates they said they sent to me. I have protested that I never requested they send me shares and never received them. I have asked over and over for ANY evidence that I had requested certificates, or that they had sent them. NO evidence, they just stonewall and are holding my shares, insisting on these fees. I have no recourse and looks like I have to just pay the fees.

  

  Business Response

  Date: 09/12/2022

  Good Afternoon -
  Please see attached response.
  Thank you.

• Initial Complaint

  Date:08/29/2022

  Type:Sales and Advertising 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.

  My father had 16 shares of *** stock held by computer share. He recently passed and I am the executor of his estate. I submitted all of the needed forms and a check to process the change of ownership to myself and my sister. I have gone back and forth with them for over a month with different requests. They have in their possession the original letter of testamentary and original death certificate, and they cashed my check for $50. Every time I call, I get a different response and a new request. I can not believe a financial institution can function this way.

  

  Business Response

  Date: 09/08/2022

  Good Afternoon -
  Please see attached response.
  Thank you.

• Initial Complaint

  Date:08/28/2022

  Type:Billing 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.

  ComputerShare is the stock transfer agency for many securities, including ********* (MSFT). They have an account registered in my name as a minor, but I am 35 years old. The original issue date on the security is from the year ****, which means that even if the recipient (me) were in utero at the time, I would have reached the full age of maturation at which point legally speaking the securities, and the associated accounts, are mine. They refuse to acknowledge this and have actually insisted that I create a new account in order to transfer things from this fraud account instead of allowing me to rectify the situation by assuming full control of it. I don't even know how much is in the account because (confirmed on a recorded line by ComputerShare staff) there are multiple versions of what can be seen by users. There is a guardian version, a minor version, and a ComputerShare version. That means as I am attempting to audit my own finances, ComputerShare and at least (1) other person are using a different set of books. ComputerShare is acting as if they are a stock broker in this case, as well as assuming to be my guardian in some way by refusing to hand over something that is lawfully mine. The costs associated with taking them to court may be onerous, so I'm hoping that other intervention is possible here.

  

  Business Response

  Date: 09/08/2022

  Good Afternoon -
  Please see attached response.
  Thank you.

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  To whom it may concern,
  
  Thank you for treating my complaint seriously, and for attempting to reconcile it with ComputerShare.
  
  US Head of Compliance *********************** did call me, and eventually we spoke on the phone. He in no way even remotely pretended to resolve my complaint. In fact, he insulted me and my intelligence, and perpetuated the identity theft issue I am facing rather than resolving it like a responsible company.
  
  Unfortunately, the status of my complaint #******** remains unresolved. You could say it has escalated dramatically in the last week or two. The following agencies also have case files on this now due to my complaints:
  
  FINRA
  ************ Attorney General
  SEC
  I am also seeking civil remedies now.
  
  Below is what you could call my "review" of the situation, with respect to ComputerShare. I give you permission to publish this, and to credit me rather than remaining anonymous. This company has to get the message that they are abusing children, and adults, by defying ************ (and American) law. I think that ComputerShare, an ********** company, surely needs to learn how to comply with our regulations, rather than flouting them and insulting people who attempt to reconcile law & order.
  
  Review
  
  ComputerShare knowingly and brazenly perpetuates a financial fraud that takes advantage of minor children, under the custody of abusive parents. Essentially they refuse to verify the ages of their customers whenever it is convenient for tax evasion purposes, to pretend a person is a minor. For example, I am 35 years old, and have been arguing with this company for the 3 years since they became *********** transfer agent, that I cannot legally be held under a custodial account. This company took control of recording *********** stock ownership in 2019, when I was 32 years old.
  
  ComputerShare representatives have admitted to this to me on their own recorded lines.
  
  They also admitted they don't verify the living status of people, so there are plenty of deceased individuals with stock accounts still open in their name. A living relative may be fraudulently operating it in order to evade estate or other forms of taxes, which appears to be the mechanism that corrupt guardians are taking advantage of in this type of scam, which all stock transfer agencies allow.
  
  In ComputerShare's case, all they would have had to do is calculate the ages of their customers, based on the personal information provided to them to verify the opening of accounts, and escheat accounts to governments that were out of compliance; essentially freezing those accounts until families could resolve ownership disputes. Company representatives lied to me, claiming I needed to have a state government contact them to withdraw the account to put it into my name. I contacted the ************ ********** of ********* who informed me that is false. It is the opposite, actually. ComputerShare has to escheat my account, instead, what they are doing, is cheating me out of my account.
  
  ComputerShare told me that they would not take a side in my dispute with my "guardian," the unlawful custodian of my stock holdings. All while they continue to validate the "guardian's" identity with enough volition to verify that the "guardian" is old enough to be a custodian. Yet they will not equally validate my identity as a man of full maturation, nor will they take any responsibility for causing this situation by having an anti-compliant system in place. I have talked to **** ComputerShare representatives on the telephone about this. I have emailed the President and other C-Suite level executives, and they all have ignored me. Finally after filing a BBB complaint, I received a phone call from US head of compliance, ***********************. In no way did this man even remotely attempt to reconcile the issue from a compliance standpoint. The fact is, that ** law requires a custodian to hand over any assets in UGMA/UTMA accounts when the minor reaches the age of 21.
  
  For me, that would have been in the year 2008, long before ComputerShare was even the stock transfer agent I was dealing with. To show you how ridiculous this specific situation is, the original stock was recorded as having been issued on April 26, ****. That means even if I were a fetus when it was issued to me, I'd have to be 22 years old today. It defies any meaningful interpretation of common sense to suggest that I have to make a literal federal case out of this, but here we are.
  
  ************** repeated the extortion offer which was mailed to me via certified **** by somebody who is also not the custodian, nor named on the account. A person who admitted to me via text message that they used my social security number to access my account without my permission - identity theft. I warned ComputerShare that I was going to continue to persist in reporting them to the SEC, FTC, and other law enforcement agencies, and their response was to have ************** attempt to coerce me to falsify an affidavit of loss, knowingly rescind my rights to the entirety of my stock holdings, pretend that I am a minor under my "guardian's" custody, and then trust ComputerShare and my "guardian" to a) actually transfer my stock, and b) fix the original problem which is an account that claims I'm still a child.
  
  ************** taunted me, and harassed me by admitting in one breath, that he knows I'm a man of full maturation, and then like a broken record or a robot, he repeated the same statement about forcing me to sign an affidavit, lying and committing perjury. I told him that I would never ever do that, and that they are going to face scrutiny from federal agencies now.
  
  ComputerShare has spent 3 years wasting my time, allowing my "guardian" to steal my money, and joined in a conspiracy to defraud me out of securities. It would have been so much more simple to just give me the access to my own account, restrict access from my "guardian," and allow me to audit the transactions before doing anything else. That is what should have happened. But it didn't. They can't admit it, nor will they do it without intervention, because ComputerShare is guilty of stealing from me.
  
  ComputerShare has disabled my ability to even disconnect my own bank account from their system which I've been trying to do for months now. ComputerShare is treating me as if they believe they, a corporation, are my guardian. Remember, even though it's ridiculous, this company is treating me like they think I could be a child of 17 years of age or less. Could you imagine if I actually was a 13 year old?
  
  ComputerShare executives enabled my "guardian" to commit mail fraud, wire fraud, bank fraud, stock fraud, UTMA fraud, forgery, identity theft, and that's not even mentioning all of the harassment I have suffered from this company as a result. To cap it all off, ComputerShare, at the request of somebody who isn't even listed on the account, reported me to some division of the SEC that reports to ******+ financial institutions. They did this to alert the "financial community" that I may be committing fraud, for simply attempting to be recognized as exactly who I really am. So even if I'm able to dig myself out of this insane hole that's been dug for me, I may be facing discrimination for life because of these cheats.
  
  I don't know what I expect of the Better Business Bureau in this case, as far as enforcement, but this is a major problem, and ComputerShare is as disrespectful, and trashy as they come. The company should be called ComputerWon'tShare. Or StolenShares. 

  

  Business Response

  Date: 09/12/2022

  Good Morning,
  Please see previously provided response of 9/8/22.

  Thank you.

  Customer Answer

  Date: 09/12/2022

  Computershare has in no way even remotely taken responsibility for the problem, which is that they allowed a fraudulent custodial account to be created in their system when they took over the ********* account in 2019. Despite the insulting series of lies told by the chief litigator at this international, multi-billion dollar, publicly traded company, he actually suggested their company has no way to verify children or their ages. When in fact, they have had a division of their corporate organization since 2008 that provides corporate childcare vouchers. It is not that "Computershare is unable to act," as ******************** stated in his flagrantly disrespectful emotional outburst of a response to my legitimate concerns. Suggesting that I do not understand the severity of lost securities when my complaint is that Computershare is holding my assets hostage, would be laughable if it weren't so damaging. This company is a sham, their executives are charlatans, and their legal counsel needs to be disbarred from practice. ******************** actually went so far as to say that his company "advised" me a number of times on how to handle my investment. They have taken corporate custody over me, which I am sure is illegal, and will not rest until they are all outed for incomprehensibly bad business practices.

  They have done exactly what they're doing to me in other countries and the central **** of Ireland fined them over it.

  That is why they don't care about my complaint, and are intent on insulting me instead of treating me like a human being.

  The thing to remember here, is that their current position is that I lack the credentials to prove I am who I say I am, and that the person I say I am is an adult with rightful claim to my own account.

  That means they are treating a child this way. ******************** claims his company doesn't keep the record of age of UTMA account beneficiaries, which means he could be degrading a 10 year old now.

  His company is abusive to minors, and they have absolutely contempt for the rule of law. My only hope is that they all end ** in prison within my lifetime.

  I even drove out to their office in Fort Washington, to verify myself in person with my passport, driver's license, and utility bill. The office has Computershare branding in it, but they are a completely different division of this company. They could not help me at all. Do I have to go to ****** in order to verify myself in reality? They act as if they can verify the age of the other person on this account but not me. This is blatant discrimination, and I am being singled out by a very powerful group of people who have no scruples, and too much control. If the Better Business Bureau had actual authority to levy consequences, that would be amazing. In lieu of that, I am willing to keep this matter open indefinitely until they do what is right.

• Initial Complaint

  Date:08/10/2022

  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.

  Through written correspondence, I was asked for an original or certified copy of my birth certificate to complete the sale of my ********* stock. I sent the original expecting to receive it back because it did not state on that correspondence that I would not be receiving it back. I called several times and was told that even if I sent them a certified copy, I would not get the original back and that it was my fault for not calling to ask about it. Legally, it should be stated again in the document and when required to send in documents. Eventually it was found in a correspondence about getting the account switched to me that they retain all documents. It was extremely unclear and incredibly frustrating. I find it e ** hard to believe that anyone would send an original document in without the expectation of receiving it back.

  

  Business Response

  Date: 08/16/2022

  Good Afternoon -
  Please see attached response.
  Thank you.

• Initial Complaint

  Date:07/16/2022

  Type:Customer Service 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.

  Please refer to previous complaint #********. Summarized, Computershare mistakenly listed my uncle, *******************************, as deceased. (He was alive). Because their record (although wrong) showed him as deceased, they froze his accounts. In order to unfreeze the accounts, Computershare required us to get a medallion stamp on a document and send it to them. We incurred postage costs to send the medallion stamped document.I am attaching their letter, (1) confirming that they made the original mistake in classifying my uncle as deceased, and (2) confirming that they compounded that mistake by continuing to keep the shares he owns hostage. They eventually unfroze the shares. The attached file also includes a receipt for the postage expense of $26.95.I asked Computershare to pay us back the postage expense. They asked me to send a letter requesting the compensation with a copy of the postage receipt, which I did. But they still have not reimbursed us for the expense an expense that ws the direct result of their original error.So I ask that BBB compels Computershare to repay to us the postage expense.More importantly, please be aware that Computershare puts investors over the age of 50 at a disadvantage. Specifically, they (a) do not allow POAs to access accounts online, (b) do not keep, nor do they honor, POAs that their clients have granted, and (c) make frequent mistakes in their paperwork and through their customer service people on the phone. People should be warned that, should they become incapacitated for any reason, they will likely be unable to transact any business with Computershare.

  

  Business Response

  Date: 07/22/2022

  Good Afternoon -
  Please see attached response.
  Thank you.

• Initial Complaint

  Date:07/14/2022

  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 sent in stock certificates to be transferred to virtual certificates and they are claiming that one was a photocopy. Every certificate sent in was the original one I received 24 years ago. They want a $359.72 processing fee to replace the lost certificate. In our correspondence they sent me a photocopy of the certificate, so I know they actually do have it. I did not photocopy any certificates. Thank you.

  

  Business Response

  Date: 07/22/2022

  Good Afternoon -
  
  We are respectfully requesting an extension in order to effectively respond to ******************** complaint.  As additional research is required, we are requesting a new "due date" of  August 1, 2022.
  

  Thank you.

  
  

  Customer Answer

  Date: 07/23/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****