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Business Profile

Gold Buyers

OneGold
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/15/2024

    Type:Product Issues
    Status:
    Answered
    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 asked onegold *** to transfer $2000 usd to my ************ account and gave them all the details they requested on their online form My name, bank name and address, iban number, swift/ bic number account number , after 3 days they still had not transferred the funds and they asked me weather to use the account number or IBAN number , I was surprised as I imagined an financial institution would know these details , I contacted my bank **** EXPATS and they told me my account number ( which was ***orrect information ) the funds were sent on March 28 2024 but never received , I contacted onegold.*** and asked them to cancel transaction and make a trace , they never gave me any confirmation that they did that , every time I called I was told that management ( *********************) would call me back but he never did call me back , and did not respond to my numerous emails , its now been 19 days I called this morning and the office admin ***** said they had no news, I asked for the trace report he said only management could answer that question but they were not available , I asked to speak to accounts **** and he said they were not allowed to talk to customers and then he hung up the phone on me , at this point I am extremely concerned with the lack of professionalism and help and do not know what else I can do , as after 19 days that money should of been returned with in first 3 days but nobody can answer my questions this is onegold *** contact info mailto:********************************** **************, my name is ***************** ****

    Business Response

    Date: 04/22/2024

    Hi *****. Were sorry to hear that you did not have a great experience. Cash withdrawals from OneGold are processed on the same or next business day. In your case, a bank wire withdraw order for $2,000.00 was submitted on 3/28/2024. The OneGold team was processing this order on the same day but noticed that the international wiring instructions included both an IBAN and account number. As only an IBAN or an account number can be used, our support team contacted you on 3/28 to confirm which should be used. This is determined by the receiving bank and often varies from each bank. You responded and confirmed that we should indeed use the account number and not the ***** Our accounting team processed the wire according to your instructions.


    However, the receiving bank required that an IBAN be used and not an account number. As such, the receiving bank was unable to properly post your wire and rejected the transfer. While international wire transfers may only take one day to be received, an international wire return often takes considerably more time. During this time, our customer service and management team sent multiple emails and placed outbound calls to ensure you were updated.Once the wire was returned to OneGold on 4/16, the proceeds were immediately added back to your OneGold cash balance. Please note that incorrect or inaccurate wiring instructions may cause delays in funds being received. Again, were sorry to hear you did not have a great experience on OneGold and can ensure you that our support team acted as quickly as possible to remedy the situation. Please contact us directly if you have any questions regarding withdrawals from OneGold, as we are happy to assist. 

  • Initial Complaint

    Date:09/15/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    ACCOUNT REACTIVATION REQUEST. REQUESTING MY ACCOUNT TO BE REACTIVATED

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