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, Inc

  180 N Michigan Ave Ste 1845 Chicago, IL 60601

• 

  JM Bullion, Inc

  1 E Erie St Ste 630 Chicago, IL 60611

• 

  JM Bullion

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

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:10/16/2023

  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.

  Hi, this is a clear case of embezzlement and it needs to be investigated. I placed an order with JM Bullion on Sept 30th, 2023 using the *** payment method. Prior to submitting the payment, the website informed me that I'd receive a small deposit that I would then have to verify within 24 hours prior to making full payment. When I then submitted the request, the website responded with an error. Regardless, I waited and never received the deposit. So I had no way of verifying my account or making a payment. So I placed a new order the following day but opted to wire the money instead. I wired the full amount of $2,284.66 within the hour. They verified that they received full payment but refused to ship out the goods. They withheld both the funds and the goods fully paid for until I paid them an additional $28.12 for cancelling the first transaction. I never cancelled the first transaction, I simply had no way of making the payment because of an error in their system. I didn't cancel the transaction just to purchase the same goods the next day and pay in full. This is now a case of embezzlement and theft of property. Please start an investigation into this matter.*******,********

  Customer Answer

  Date: 10/16/2023

  Hi, I reached out to the business once more over the phone and they told me that theyll resolve this matter. The item I paid for has been shipped out now.

  Thank you for your help in driving this to a resolution.

  -********

  Business Response

  Date: 10/17/2023

  Hello,

  It appears the invoice this customer is referencing was cancelled several days ago and the new order was already shipped. So everything the customer has asked for was done prior to receiving this complaint. 

  Customer Answer

  Date: 10/20/2023

  The complaint was made several days prior to the resolution but, regardless, I have reviewed the business response and accept this resolution.

• Initial Complaint

  Date:10/10/2023

  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.

  BUYERS BEWARE! Transaction date: June 15, 2023. Purchase amount: $65K+. This was my savings that I was trying to protect from inflation and many years of saving for **** purchased gold coins with expedited shipping to get the coins sooner. Coins shipped and got lost at the *** facility due to a "storm." Filed a claim with JM Bullion on June 29th, 2023. Policy states it can take 30+ days to resolve a claim. At day 99 with no resolution. That is a quarter of a year! This is not a small order and they locked up my funds with no ECD. Everyone that is looking to purchase precious metals, DO IT WITH ANOTHER COMPANY! They "guarantee" your order with insurance, but they don't give a claim closure date and stick it in policy limbo. They can keep your money locked up for an indefinite amount of time because "The underwriter is still investigating your claim.." After three months, I escalated to the claims manager *****. I asked her when a claim is escalated in the claims department and when she got wind of my claim. She responded that this is the fist time I called and asked for escalation; blaming me. I asked to speak to her supervisor because it is unacceptable that a manager not know when a claim goes unnoticed until the customer calls to escalate. Then she says that she knew about the claim and it got escalated after 30 days. To which I wanted to talk to her supervisor because it is unacceptable that a manager know about a claim for 90 days and only sends an email to inquire about the status. ***** didn't want to give me her supervisor's name or contact information. I asked him to call me back. ***** said he wouldn't call me back. Guess the reason for not calling back a customer with a huge order.. "HE IS TOO BUSY." UNACCEPTABLE AND UNPROFESSIONAL! These guys are standing on their ivory tower looking at us fools as we do business with them. I didn't even receive the standard weekly update this week. I need a refund and compensation for lost time. DON'T TRUST THEM.

  Business Response

  Date: 10/27/2023

  *****,

  I'm very sorry for this delay. While we state the timelines in our terms, it's truly an unacceptable wait time. We are still working with insurers to get this claim approved, however, I've instructed our claims team to go ahead and pay this claim out today regardless of the insurance timeline to make you whole again. 

• Initial Complaint

  Date:10/10/2023

  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.

  JM Bullion has acted with unprofessionalism & negligence by canceling my 3 legitimate orders today 10/5/23 after holding my funds since September 22, September 26 and September 27.
  Order ******* for $3383.26 was paid for on September 22, 2023 and was already paid, went through holding period, and in Paid - Ready for Shipment status.
  Order ******* for $4733.65 was paid for on September 25, 2023 and was already paid, went through the holding period, and in Paid - ready for Shipment status.
  Order ******* for $4984.64 was paid for on September 27, 2023 and was already paid for, went through the holding period, and in Paid - read for shipment status.
  Suddenly on October 5, 2023 I received automated emails saying my orders had been cancelled. See attached.
  JM Bullion has not contacted me personally as to why, offered no explanation, and no guidance as to where my money is. This level of unprofessionalism is shocking and disgusting - especially since I have been a customer for years and this is completely unprovoked and uncalled for.
  JM Bullion has been making interest off my funds, and now is causing me opportunity cost.
  JM Bullion has stolen $13,101.55 from me from these 3 orders that they took the funds for from my 2 bank accounts.
  
  Complete complaint is attached PDF file.

  Business Response

  Date: 10/11/2023

  Hello,

  Thank you for your email. While this customer indeed has a long order history, the recent orders were a sudden 40x increase in the usual dollar amount. Adding to this the account that was used is now frozen. This is highly suspicious behavior and as a result we're unable to fulfill these orders. We have given the customer clear instructions how to obtain a refund, and are following the process outlined in our terms and conditions. These protocols are in place to protect customers from fraudulent behavior & account takeovers. 

  Customer Answer

  Date: 10/12/2023

  JM Bullion has NOT given clear instructions on how to obtain a refund. They have not contacted me AT ALL. My emails to them have gone ignored.

  They still have five figures of my funds. This is now 3 weeks and counting. They owe me interest on top of the principle.

  They also do not address the limitation on my account when I try to checkout "Limited Access - Your activities on our website may be in violation of our Terms & Conditions.
  If you believe this is incorrect, please contact us at *********************."

  I have contacted ********************* and they have not responded. They certainly have not given any instructions, let alone clear instructions.

  The bank account used for some of the orders was closed. It is not suspicious. It is my account. Some of my cryptocurrency activities caused the account to be compromised.

  AMEX just sent me a $60,000 check, proving the account is mine. See attached.

  The other bank account for another of the orders they canceled is completely fine, and they could have just reversed the ACH, but they still have my funds.

  Instead of your extreme actions, you could have reached out to me to ask for further verification.

  Nothing was suspicious about my orders. The same shipping address that has been used for years was used on the orders that JM Bullion processed, went through the holding period, and then canceled after 2 weeks, and still has my funds.

  Once again, see attached proof AND APOLOGIZE AND RESOLVE THIS.

   

   

   

   

   

   

  were a sudden 40x increase in the usual dollar amount. Adding to this the account that was used is now frozen. This is highly suspicious behavior and as a result we're unable to fulfill these orders. We have given the customer clear instructions how to obtain a refund, and are following the process outlined in our terms and conditions. These protocols are in place to protect customers from fraudulent behavior & account takeovers. 

  Customer Answer

  Date: 10/12/2023

  I am rejecting this response because:   

  JM Bullion has NOT given clear instructions on how to obtain a refund. They have not contacted me AT ALL. My emails to them have gone ignored.
  They still have five figures of my funds from the 3 orders stated. This is now 3 weeks and counting. They owe me interest on top of the principle.
  They also do not address the limitation on my account when I try to checkout "Limited Access - Your activities on our website may be in violation of our Terms & Conditions.
  If you believe this is incorrect, please contact us at *********************."
  I have contacted ********************* and they have not responded. They certainly have not given any instructions, let alone clear instructions.
  The bank account used for some of the orders was closed. It is not suspicious. It is my account. Some of my cryptocurrency activities caused the account to be compromised.
  AMEX just sent me a $60,000 check, proving the account is mine. See attached.
  The other bank account for another of the orders they canceled is completely fine, and they could have just reversed the ACH, but they still have my funds.
  Instead of your extreme actions, you could have reached out to me to ask for further verification.
  Nothing was suspicious about my orders. The same shipping address that has been used for years was used on the orders that JM Bullion processed, as well as from the same IP address that I have always placed orders from. The 3 orders at issue went through the holding period, were in SHIP status, and then canceled by JM Bullion after 3 weeks, and still has my funds.
  Once again, see attached proof AND APOLOGIZE AND RESOLVE THIS.

  I have included a notice of intent which details the order information as well.

  I wish to get back to good standing with JM Bullion and continue our relationship if they make this right by restoring my account access, and providing me full refunds.

  Short of this, I will file a JAMS arbitration complaint seeking interest and damages. This is outrageous behavior against an established customer. Once again, there was no account takeover, and no suspicion of such should have been thought. The orders shipping address has been the same, and the IP address has never changed.

  Business Response

  Date: 10/17/2023

  I have been working with this customer directly and we have come to an agreeable resolution to this case. 

  Customer Answer

  Date: 10/21/2023

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:10/06/2023

  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.

  I ordered a gold coin through JM bullion and I received a box without the gold coin in it.The box was of poor quality and the brown tape on the the underneath of the box was cut open, the coin removed by somebody and then resealed with a transparent plastic tape.There was a box with a reciept and crumbled paper only.The box was delivered through usps.I immediately informed JM bullion, paypal credit card and the police.I also submitted a police report to JM bullion and the credit card company.It is disgusting to see a company like JM bullion sending out a gold coin worth couple of thousands of dollars in a cheap quality box.When they buy products from customers, they want customers to used double boxes and and they only use ***** or *********** for coins to be delivered to them but they dont use the same practice when shipping coins out to customers.

  Business Response

  Date: 10/06/2023

  I'm sorry for the hassle you've experienced here. We double box shipments and use regular cardboard shipping boxes as advertised in order to not arouse suspicion of our shipments. In your case it clearly appears to have been tampered with.

  Since you have now filed a chargeback we're unable to simply credit you and must now work through the chargeback process with your credit card company. 

• Initial Complaint

  Date:10/02/2023

  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.

  Wed Sept 27th, 2023 ****** Was told it was all up to PayPal to get my refund back.Never gave me an option to place my mailing/billing address anywhere on their website.was told to just go ahead and that it would use my address that is on file with PayPal, which they didn't do, they used a scam shipping address.

  Business Response

  Date: 10/02/2023

  Hello,

  I'm sorry for the hassle here. This customer was already credited. Unfortunately due to PayPal's fraud guidelines we're unable to change addresses and still receive their coverage of a transaction. This is less important for other stores that don't ship precious metals, but we are bound by their rules when it comes to address changes. At any rate this customer has been refunded in full as requested.

  Customer Answer

  Date: 10/06/2023

  I am rejecting this response because:  *********** never offered me any place on their website to enter my personal address before I even paid for my coins! When I paid for my coins, it was obvious they were going to a different address. I should have had opportunity to put my address in from the start of any transaction, which I wasn't. 

  Business Response

  Date: 10/06/2023

  When you check out using PayPal you have to select an address within your PayPal account. There is no other way as that his how PayPal designed their user experience. What is the request from the customer at this point? This customer was already credited. We're unable to modify PayPal's checkout practices. 

  Customer Answer

  Date: 10/11/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/29/2023

  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.

  I purchased an order of silver from JM Bullion in the amount of $221.80, they did not include $85.03 worth of silver in my order, it was missing from the package upon arrival. I have contacted their claims department several times, have followed all their instructions, was told the package had been tampered with by a third party, then I was told it had not been. Was told Claims Manager would call me back, never did. Was then told I would be refunded and never was.

  Business Response

  Date: 09/29/2023

  This customer was refunded on 9/27. It seems this complaint may be out of date?

• Initial Complaint

  Date:09/25/2023

  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.

  The precious metals industry is one where reputation and trust is of paramount importance. This business falls woefully short of that standard.I ordered 10$FV of War *******, 200 coins. I received 1$FV, 20 coins! While this is a huge mistake, I would have overlooked it and not filed a complaint IF the business had stood by their products and made the situation right. That however, is not what happened. The customer service on the phone was cavalier and either didnt think it was a big deal, or maybe they are so used to this (thats scary) that they dont even care or show much interest. They sent me a return label and I sent them back immediately. They received the package the following Monday and I had to reach out to them to make sure they got it! No upfront communication on their part, all initiated by me. They then emailed back that it would take 5 to 7 days to even check in my return. Unacceptable. This business made a huge error and sent me a completely incorrect order, instead of promptly fixing this and either refunding me immediately upon receipt or quickly sending out the CORRECT order, they just casually leave me waiting. I will never patronize this business again and I warn others to consider the same. This kind of mistake in the precious metals industry (sending a woefully wrong order) and then the follow up is unacceptable and just tacky.

  Customer Answer

  Date: 09/25/2023

  From: ************************* <*************************>
  > Sent: Monday, September 25, 2023 1:52 PM
  > To: Info <************************************>
  > Subject: Withdraw complaint
  >
  > I would like to withdraw my complaint

• Initial Complaint

  Date:09/22/2023

  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.

  I went to the post office. Open the package at the counter on camera. The package was empty with only the packing paper and invoice In the box. I immediately took pictures. The box looked tampered with. JM bullion is not open on the weekends so I had to wait till Monday To file a grievance. They are going to look at the cameras to see if the product was packaged shipped.

  Business Response

  Date: 09/25/2023

  We are currently undergoing the claims process with this customer. 

  Customer Answer

  Date: 09/26/2023

  I am rejecting this response because:   it is obvious the package was compromised, it was cut with something sharp and fine. The gold was stolen and the box was retaped with clear tape. I assume it was a inside job with the carrier at post office.They must have been working with some one at jmbullion to know what was in the box. I am trying to get the footage from the post office, from when I first opened the box in the post office in front of the cameras. The post office has not returned calls. I reached out to the post inspector, they have failed to return my calls. I'm Getting the run around. I found out that jmbullion had only insured the package for $100.00 from the past office. I was told the package was insured for the full amount but I haven't heard from the insurance. I sent pictures of the empty package after I opened it at the post office with the clear tape on it to jm bullion. I was told the sheriff didnt file a stolen report after I gave my statement to them at the post office the day of the incident. The only thing mentioned on the incident report was, no crime found. I went to the sheriff department to file a report but they told me they couldn't make a stolen report. The sheriff told me post office is suppose to investigate. But they don't even return call to start or complete the investigation. I've called consumer affairs and the **** post inspector. Dead ends. I'm being tossed around from all these agencies with no responsibilities being taken from jm bullion the sheriff and the post office. 

  Business Response

  Date: 09/27/2023

  The $100 insurance you are seeing is not the actual precious metals insurance. It requires 3rd party insurance since the post office doesn't cover precious metals. I understand your frustration but each claim is a process that can't be resolved in a few days. We must follow the instructions of our insurer. This is all outlined in our terms & conditions. You are welcome to reach out to our claims department at any point to help you through this process via phone or email. Is there a way to leave this claim pending until we actually get to the claims resolution? Until we follow the steps there isn't much to resolve through a BBB claim.

  Customer Answer

  Date: 09/28/2023

  You are asking me to get a police report. I informed you the sheriff does not want to give me a theft report. I also informed you that the post office does not return calls. I continue every day to reach out to the postmaster and the post inspector asking with consumer services, but i have not had any return calls. Is it not your responsibility to reach out to the post office yourselfs to do your part of the investigation with them. I as well I'm trying to do that part but I see a lack on your behalf. since it was your choice of the carrier and I have no cooperation what the post office. Why aren't you assisting.

  Customer Answer

  Date: 09/28/2023

  I am rejecting this response because:   

  You are asking me to get a police report. I informed you the sheriff does not want to give me a theft report. I also informed you that the post office does not return calls. I continue every day to reach out to the postmaster and the post inspector asking with consumer services, but i have not had any return calls. Is it not your responsibility to reach out to the post office yourselfs to do your part of the investigation with them. I as well I'm trying to do that part but I see a lack on your behalf. since it was your choice of the carrier and I have no cooperation what the post office. Why aren't you assisting.

  Business Response

  Date: 11/27/2023

  This customer received a replacement shipment last month.

• Initial Complaint

  Date:09/07/2023

  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.

  The company is charging sales tax to ******* Residents for Silver Bullion on purchases exceeding $500.00 against Rule 12A-1.0371 of the ******* Administrative code.

  Business Response

  Date: 09/07/2023

  Hello,

  The reason you are seeing tax charged on this particular item is because it is a hand-poured bar which is considered a "processed" bar. Since it is not mass-produced bullion it falls in a different category. If you were to select common bullion it would not be taxed.

  You can review the details here: ***************************************************

  Definition of Processed Items: Precious metals that have been processed by third parties into items that are valued on more than their precious metal content, such as statues or colorized coins.

• Initial Complaint

  Date:08/31/2023

  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.

  On 08/20/2023 I made a purchase with JM Bullion in the amount of $75,026.05.After a holding period and confirmation of funds being cleared and the order being approved on 08/25/2023- It was communicated to me that my order will be shipping within the next 2 business days. JM Bullion was committed to providing a product in the amount of $75,026.05. This amount has been sent, received, and is being held by JM Bullion-it is not in a processing phase. On 08/28/2023 I received a notification stating that my order has been cancelled after an internal review. I, then contacted the customer service number in an attempt to rectify. Unfortunately the customer service representative was not able to assist with any escalation as it was "escalated to it's highest point it would be allowed." I requested information as to whom or where my conflict could be escalated to with no avail. I requested an email distro in which someone of influence may be able to see my situation, to no avail. I requested any information that would aid in escalating this issue to the proper individual, to no avail. The customer service center lead said we will need to contact our financial institution and request a reversal using a "Services Not Rendered" explanation. We discovered the following: "The reversing entry must be transmitted to the bank within five banking days after the settlement date of the erroneous file. If it is past the five banking-day time frame, a reversal cannot be processed."&"A payor can attempt to reverse a payment made with an ACH credit only if the payor claims the beneficiary was already paid by a previous ACH credit entry, the beneficiary was the wrong recipient of the funds, or the original ACH payment was in the wrong amount. Otherwise, the credit is considered final."I would like contact from JM Bullion, a PROMPT refund, or the desired merchandise shipped and delivered at the price it was originally purchased for on 08/20/2023. Claim on hold w/ bank 10 Bus days.

  Business Response

  Date: 08/31/2023

  Our team will be reaching out to offer an alternative method of receiving your refund. I'm sorry for the hassle here, due to the amount of fraud we receive in this way it's become quite cumbersome on occasion.

  Customer Answer

  Date: 09/01/2023

  I am rejecting this response because:   

  Received response from *****************************: Our **** will be reaching out to offer an alternative method of receiving your refund. I'm sorry for the hassle here, due to the amount of fraud we receive in this way it's become quite cumbersome on occasion.

  Was contacted by customer service associate-there was not an alternate method of receiving a refund. **************** associate is not able to currently refund the order due to a billing process or at the direction of the billing department.  Suggested a conference call with Billing and Legal, customer service associate stated, "those departments will not speak with you (consumer)."  An ACH reversal was already denied by the financial institution because it was outside of the 5 day period, in which the financial institution has already lost it's timeframe to recover the funds, even if they wanted to.  

  We are approaching 2 weeks on this matter and it appears it will be several more until this is resolved unfortunately. $75,026.05 has been cleared since 08/22. I believe there is a very simple resolution here. I would like to respectfully request escalation to a member or managing member to do a "sanity check" on what is exactly happening here. Unfortunately an alternate method of refund was unable to be presented as proposed. Would it be beneficial to include communications to an A-Mark **** member or someone with the authority to view this conflict? @GregRoberts

  Business Response

  Date: 09/13/2023

  My notes indicate this customer was refunded successfully on 9/5/23.

  Customer Answer

  Date: 09/27/2023

  I am rejecting this response because:    A refund was initiated on the behalf of JM Bullion on 09/05. This part of the complaint has been resolved after a massive amount of effort on my  part with a very small amount of communication from JM Bullion other than to reiterate the needs of JM Bullion to protect themselves from liability and myself have to sign an agreement drafted by their legal team to alleviate any liability on JM Bullion in order to receive a refund. If this type of protocol is in place because of fraud, than the vetting process should be implemented before the order is approved for shipping-Versus cancelling an order after the ability to request reversal of the transaction on behalf of the consumer is surrendered due to a regulated timeline. In ******************'t cancel the order after the customer has lost their right to request reversal when you are holding their funds free and clear. Secondly, please give the customer service team the ability to escalate items to the proper channel. Due to the holding of my funds without service, my precious metal purchase in the same denominations and quantities was considerably more expensive, indicative of a loss had the transaction been completed. Unfortunately, there was no offer or communication here to retain me as a customer, or acknowledge the repercussions created by the vetting process or untimely cancellation.