Complaints

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:04/18/2023

  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.

  On November 16, 2016, I purchased from United States Gold Bureau a set of Gold Eagle coins for $5285 as an investment. On February 7, 2023, I sent the coins to USGB to be sold and supposed to receive $9142. On February 16,2023, USGB called me to inform they've never sold them to me and never had them in their inventory! I've been asked by **************** if someone possibly got into my bedroom," my husband or somebody else" and switched them. I told him I kept them in my underwear drawer. Normally I would put unopened boxes to my closet. This box also contained Silver Eagle coins, which I sold a few years ago to get money for purchasing new coins. That's why I opened this box marked 2016. Six years and three months later **************** emailed me on March 8, 2023, that the coins I sent " are clearly different then a 4-coin Eagle set therefore we cannot do anything in regard to paying for ************** set". He also emailed me their 30 days Return policy to let me know that I MAY inspect the items if decide to return. It doesn't say it is my OBLIGATION, or I MUST check them. Secondly, how would I have known that those 2016 Gold Eagle coins are not the ones I supposed to receive even if I opened the box upon receiving?He offered to sell the coins, and their value is $1000. In a future they offered me a discount to buy more coins. In the middle of this mess on February 21, 2023, USGB charged my checking account $2433.20 without my authorization! Bank Of ******* sent me an ******. After I called USGB and my bank the charge was reversed. Another unexplainable mistake? USGB clearly thinks they are so powerful, have good lawyers and could put all blame on me questioning my integrity.I have done nothing wrong.I have never bought any coins from anywhere else. You could check it in my Bank statements. USGB didn't bother to respond to my many emails including request to talk and negotiate the outcome.Please help me.Kind regards,******************

  

  Business Response

  Date: 04/25/2023

  Greetings Tatiana:
  
  In reviewing this matter, we found that, while you did purchase a set of 2016 Gold American Eagle PF70 coins from ** (along with the silver mentioned) on November 15, 2016, these are not the coins you sent into **.
  
  A true Gold American Eagle Set would have 4 denominations ($5, $10, $25 and $50).  The 5 coins you sent in were all $5 Gold American Eagle MS70 coins sourced by NGC. Our company has never carried $5 Gold ******** MS70 coins in inventory nor offered them for sale.  Our security department reached out to NGC and confirmed that these coins were submitted for grading by another precious metals company, and therefore do not fall within our guaranteed buyback program parameters.  The offer that we extended to you to purchase the coins from you at fair market value was done so as a courtesy with appreciation for the business you have done with our company in the past.
  
  Should you have any questions, please feel free to contact our *************************** at ************, Option 2.
  
  Best regards,
  
  ** Gold Bureau Team

  Customer Answer

  Date: 04/25/2023

  Complaint: 19929981
  
  I am rejecting this response because:

  I have spoken to USGB Security person about this issue, and we had a long conversation with a lot of questions and answers. He explained to me that unfortunately they do not have security videos from 2016 when my coins have been packed and shipped. Unfortunately for me besides my banking statements proving I did not buy any coins from anyone else, but USGB, and my honest answers I have nothing else to help to prove I've done anything wrong. 

  It is very sad and unfortunate, that USGB does not even want to negotiate with me an outcome of this issue. 

  Why I have to pay such a heavy price just because they don't have a footage of a shipping department from November 2016? If USGB honestly care about their good long-term clients, they would at least take a partial responsibility for this controversial incident and negotiate with me. 

  I am kindly asking them to reconsider their decision.

  I believe deep in my heart USGB believes me: I have not switched those coins.

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

  

  Business Response

  Date: 04/28/2023

  Dear Ms. *********************** you for your note and we appreciate your patience as we work through your comments and questions.
  
  We have a comprehensive inventory management and audit system. The products we deal with are high value items and the security and accuracy with which we manage our inventory is exceptionally important.
  
  Videos are not the only method to ensure accuracy of the product we send. We have multiple verification processes to ensure the correct product is going to the correct clients. We have comprehensive systems logs of all products that has been sent to clients. Our daily audit before product leaves the building will make ** aware of any product inventory issues. If the expected product did not get allocated to your package, we would have been alerted at multiple points in the process and we would have been able to correct the issue prior to being sent if in fact there was an issue.
  
  Along with the multiple check points we also suggest our clients ensure that the product we send is received and we cover that in our terms of service. From time to time, products do go missing in transit which is why it is important that clients check packages upon arrival and ensure everything is as expected, the language we have is as follows. Your order will be shipped to you via a secure, insured shipment method. Please inspect your order and call ** immediately if you have any questions. Any and all claims related to non-receipt, missing goods, damaged goods, or incorrect orders must be made within 5 days of the reported delivery date. If you believe you are missing something from your package DO NOT DISCARD ANYTHING! Call ** immediately at **************. You must retain all packaging materials, shipping box, etc. for insurance to be applicable to your order.
  
  As mentioned previously we also have the option of validating product through a third-party grading company and through our conversations we have had with them they have confirmed the products were not in our possession to sell to you. As we have previously stated, we would gladly move forward with the product originally sold to you but unfortunately, we cannot accept the products you sent to us, as we did not sell them to you.
  
  As mentioned previously we also have the option of validating product through a third-party grading company and through our conversations we have had with them they have confirmed the products were not in our possession to sell to you. As we have previously stated, we would gladly move forward with the product originally sold to you but unfortunately, we cannot accept the products you sent to **, as we did not sell them to you.
  

  Having been through our consignment process previously, we would hope to have your confidence in the fact that the process flows easily when we are able to confirm that metals were in fact sold to you us by our company.  We would like to work out an amicable solution, so we will reach out to discuss resolution vs going back and forth via messages. 

  Sincerely,

  ** Gold Bureau

  Customer Answer

  Date: 05/01/2023

  Complaint: 19929981
  
  I am rejecting this response because:

  I have not learned anything new but read again that your system is flawless therefore I am the one to blame . You refuse to accept the facts:

  1. I have not purchased any coins from any other company . 
  2. Even if I inspected the coins upon receiving them I wouldnt have known the difference if they are not the coins I have purchased . 
  3. You admitted that you can check your system only up to 5 years ago . I purchased the coins 6 years and three months ago. Praising the quality of your security system now doesnt apply to what could have happened years ago. That  could just explain that something could have happened in a past and you have improved your system to so many levels in an order to operate smoothly. 
  

  Do I have trust in your company now if you in the middle of this controversy charged my checking account without my knowledge and authorization? That proves incidences happen and you are not as perfect as you claim. I am sure you thrive to be the best and perfect but you are not. 
  

  I am still reaching out to you to please negotiate with me the outcome. 
  I was counting on this money to spend it for health related issues and to help  my family and friends in *******. By all means,  I am not a wealthy person. I worked hard all my life and was saving all my life. I am devastated to face such a miscarriage of justice. 

   

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

  Customer Answer

  Date: 05/19/2023

  Complaint: 19929981
  
  I am rejecting this response because:

  1.I will continue seeking justice and make United States Gold Bureau to pay for their wrongdoing, stop being arrogant, take responsibility for what happened.
  
  2. USGB has no proof that back in 2016 the level of their security was as good and efficient as today. Maybe it hasn't been as good in a past, so they raised it to 4 levels now.
  
  3. USGB insist that it was my responsibility to open a box upon receiving and inspecting coins. They fail to hear my argument that it wouldn't have made a difference. For me,5 gold coins would have been still 5 gold coins since it wouldn't even cross my mind that they could have been switched coins.
  I had no reason to question the integrity of the USGB and their employees.
  
  4.There is disorder in USGB billing and accounting department.
  First they charged my checking account without my knowledge and authorization (February 2023). Recently they sold those 5 gold coins in question received by them in February 2023 without my verbal or written authorization. I was called about a month later to give them that authorization.
  
  5.Up until May17,2013 no one reached out to me. Only that day, when my Case was officially closed, USGB Security Director called me. The conversation was appalling. He was told by "salespeople" that I've been "liquidating a lot of my metals" (which is not true) and if "I would be interested in liquidating whatever I have left so they will give me an offer to make it right".
  So, they admit they were wrong? I have lost about $8000 (I received about$1000 for those 5sold gold coins) and United States Gold Bureau came up with this genius offer to liquidate my assets? To me it is pure arrogance and insult on my intelligence.

  a. Within 30 (thirty) days of receipt of Modern Certified Coins, you may inspect the items for 30 days (30 Day Product Inspection Period). If the products are unacceptable to you, you may return them, for any reason, for a product refund only. The shipping, handling, and insurance fee cannot be refunded. ** cases where you have requested a shipping delay or shipping hold, the 30-day return period will begin on the original ready-to-ship date.
  
  I received that Return Policy from *************************, Product Specialist Manager.
  It clearly states in plain English that I " MAY INSPECT THE ******* May inspect doesn't mean MUST. 
  And I explained him that wouldn't have a make a difference.
  
  It is just another fact USGB decided to ignore and colaborate.

  
  I might be naive, but I am a ********* and believe in good in people.
  I still have hope USGB will do a right thing.
  

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

  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.

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

• Initial Complaint

  Date:01/31/2023

  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.

  Back on 9/11/2020 USGB bought metals for my *** account. I particularly did not understand the metals but knew I would be safer. Come to find out that I am missing 55 ounces of silver. Not only that I just found out they are buying me raw proofs that I can not even get a market value. So I have 2 complaints. The first and the most imminent being my missing 55 ounces of silver raw proof bought at $62/oz. I have been trying to get my Custodian Equity Trust to speak to me. I emailed them to get me proof what Depository Trust is holding for me. They came back and said they can not unless I have the tracking #s. I called the Depository Trust and a rep reviewed my holdings but Equity has to ask for the holding stmt. Equity will not call me back I will be putting in a Complaint about them too. USGB said Depository Tr lost my silver. I finally had to push USGB to give me the breakdown of what was in each FedX package. I have been pushing since 1/14/23 with a run around. NOW, I THINK IT IS A FEDERAL CRIME TO BUY RAW PROOFS W/O MY KNOWLEDGE THINKING THEY ARE BUYING ME ******** NOT RAW AND THEY HID THE MEANING OF WHAT RAW MEANT. THEY TOOK ADVANTAGE OF ME AND NOW RETIRED THEY THINK I WON'T PUSH TO MAKE IT RIGHT. USGB said Equity received my confirms and should have told me there was missing silver! I want a refund of the missing silver (55 x $62 put back in my ***.)

  

  Business Response

  Date: 01/31/2023

  Hello *******,
  
  Thank you for reaching out to us regarding this matter.We are attempting to reach out to you to discuss this situation with you. If you have not yet spoken with us, please contact us toll free at **************,Option 2. We look forward to hearing from you!
  
  Best regards,
  US Gold Bureau Team

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  I have reviewed your email and I agree that you send on to the company and they will respond back to you or me or both.  If there is a resolution conclusion I will reach back out to you.

  Thank you again!

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 02/27/2023

  Complaint: 18952743
  
  I am rejecting this response because:

  This response has not been resolved yet!  The last 2 weeks they call with a new Supv/Director type person in the room on the speaker phone with me.  They say Equity will not work with them and won't call them back.  They are asking me for a Dec 2020 stmt.  I told them they do not even need to make an excuse to talk with Equity, which is the Custodian of my ***.  They need to go directly to the Depository Trust who is holding my metals and know for a fact that I am missing 55 ounces of Raw Silver.  I also asked about the person, I believe ****/Equity, I am not looking at my notes at this time who was going to check his invoices in the date @ 10/15/20 which the silver was going out in pieces.  In fact I gave that information to the Rep at USGB and she sat on it and did not pass it on.  They tried to blame me that they will have to go slower if I do not give them my Dec 2020 stmt.  I told them I have nothing but did their homework.  I told them when no one would call me back (USGB & Equity), I went to the sources mouth, Depository Trust and did my final analysis.  USGB says they are working hard in this missing silver but when I asked for a breakdown for what they have done for me, no one has records.

  BOTTOMLINE: I have wanted to pull these raw metals out of my *** since I never gave permission to buy raw proofs on 2 of the 3 trades.   Since I did not even have the knowledge until Jan. I wanted to sell them and now I feel stuck since they wanted me to prove that I did not take a withdrawal from my ***.  USGB is very unorganized.   I have to keep repeating myself.  I have asked if they know what was inside the FedX envelopes from the tracking #s I have-they can't nor will they prove.  LOOKS LIKE THEY NEVER THOUGHT I WOULD CATCH THE MISSING 55 OUNCES OF RAW SILVER!!!  They should definitely be ashamed to take advantage of a retired Senior Citizen and not doing their homework!  I have spent over 20 hours on this case and I want it over.  They shoud also put me on their payroll and pay for the hours I spent doing their homework!

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

  

  Business Response

  Date: 03/01/2023

  Greetings *******:

  While we understand your frustration, please know that we continue to diligently work on resolving this matter for you.  As we are having to deal with two other institutions to get answers, this is proving to take longer than it generally would to resolve an issue if it was completely in-house for us.  Additionally, given that this stems from a purchase that occurred in October of 2020, archived resources are having to be utilized, which also takes additional time.
  
  Please allow us to continue to find the answers on your behalf.  We anticipate coming to a full resolution within the next 30 days and will continue to keep you updated throughout the process.  As always, please feel free to contact us at the direct line we have provided you with should you need anything in the interim.

  Best regards,

  US Gold Bureau Team

  Customer Answer

  Date: 03/02/2023

  Complaint: 18952743
  
  I am rejecting this response because:

  I am making notes.  It took over 30 days to even look into it.  I did hear that Equity has reached out to a few reps at USGB.  You have received ALL my stmts up to 12/2023 which I believe was UNNECESSARY!  Calls should have been made way before this last week.  So much procrastination~!  Did you ever get in touch with the Depository Trust?  I did ask for a market value on my raw proofs last week.  I am still waiting.

  Is it 30 days from Jan 14 that you will resolve?  When will I be able to sell them?

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

• Initial Complaint

  Date:09/02/2022

  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) False Advertisement and Sales re own Special coin: was charged $4,866 (value $1,900)2) Failed to close purchase deal by willfully not replying emails and shipping without my confirmation ( unwanted gold coin included in the package) The total of $17,154.86 was sent to them on 6/40/22. As of today 9/2/22, they have holding my money and purchase.

  

  Business Response

  Date: 09/06/2022

  Greetings *****:

  Trust this note finds you well!
  
  In reviewing your posting and the details surrounding your order, I did find that the coin you are referencing for $1,900 is not identical to the coin that you purchased.  Additionally, your order was shipped to the address you provided us with per the shipping confirmation that was emailed to you; however, there was no one available to sign for the package when delivery was attempted.  After three attempts, the package was returned to us.
  
  At your earliest convenience, please reach out to our **************** Manager to discuss this matter so that we can work to resolve it for you, including the option for a full refund which is available to you.  You can reach her by calling *************, Option 2.
  
  We look forward to hearing from you!
  
  Best regards,
  
  US Gold Bureau

  Customer Answer

  Date: 09/19/2022

  Complaint: 17900566
  
  I am rejecting this response because:

  Thank you for mediating this case, please find my response as attached.

   

  Re shipment:

  The package was declined to receive at my address due to two reasons:

  1) They failed to deliver on a certain date I arranged so a friend could pick it up. I gave them the date approximately a week in advance. They could have shipped it on next day service, but it took a week or so. The package arrived 5 days after my arranged date. 

   

  Background: 

  I told that ****************************, US Gold BureauI that I am staying overseas due to family emergency, but he confirmed that he could ship my purchase to any US addresses. ( otherwise I didnt buy from them) Firstly, their affiliate, Texas Bouillon Depository clarified me that they cant ship my purchase to any addresses in US. Naturally I stopped completing to set up my account with them. Then, Vierreal also exposed the fact they cant ship my purchase except my address in **********.  Furthermore, ** Gold Bureau notified me that they didn't have one of my coin I purchased on 6/29/22 that they couldnt ship it. I told them that the package needed to be delivered on the specific date, (they didnt have the coin for the past 2 months? Are they selling goods without telling customer its not available?) They ignored the date and shipped it at their convenience. The package arrived 5 days later. Naturally my friend wont be there to accept the package. I have been telling ************************  many time through email that Do NOT ship any package without my confirmation, especially the content value is more than $17,000+. ************************ should have known that I could not arrange my friend to be there without my confirmation. For the three other attempts I supposed the delivery was done automatically by FEDEX, without my confirmation that he should know it wont be delivered successfully. I have never notified re the additional three time delivery trials existed until now. 

   

  2) Next day after my purchase, I realized that $4,866 gold coin doesnt show any other sites online with the price, so I realized it was like collectible coin they put a special value to it, or fraud? Probably nobody will buy back w $4866 ( no value to it?) so I asked him to remove the coin right after my purchase and to reimburse me the $4867, he ignored all my requests and instructions and not replied each of my emails after my purchase of 6/30/22. Since he did not remove the trouble coin from the package, supposed that he willfully included the coin in the package so that they can force to close the deal? against my will? 

   

  As the result, he and the company are holding both my money $17,154.86 and the purchase for over two months since 6/30/22. After I experienced their willful passive-aggressive conducts and lies that I cant trust them. I dont care to own any metals from them anymore, now I am asking my entire money back immediately. 

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

  

  Business Response

  Date: 09/22/2022

  Greetings *****:
  
  It was good speaking with you.  Im glad that we had the opportunity to work through this matter with you and find a common ground.
  
  Please dont hesitate to call our **************** Manager should you need anything additional.
  
  Best Regards,

  US Gold Bureau

  Customer Answer

  Date: 09/29/2022

  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.

   

  Although they had a policy of all sale is final. They gave in and accepted my demand, which is 100% refund. 

  Thank you for mediating w this firm.

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