Why is there no customer service?
Caine
Posts: 24 Tin ✭
I have tried messaging - no response.
Emailing - no response.
LiveHelp - never online.
Phoning - 'nobody is available to take your call please leave a message after the beep'.
What's happening?
Emailing - no response.
LiveHelp - never online.
Phoning - 'nobody is available to take your call please leave a message after the beep'.
What's happening?
Answers
So my guess is that they are still low on customer service employees and still swamped with support calls. I hope that is all it is. I hope they get their new staff hired and trained soon. I still like this company and really want them to do well. But I can understand the rational people who are drawing the conclusion that, "What you see is what you get."
I think that if the company survives whatever it is going through now, it will still do quite well in the future, even if it alienates this wave of customers. All they have to do is get their services/support back in order before the dollar crashes and/or the next run on gold and they will be golden. I just hope we don't all get too jaded in the process or lose our store of value to some poorly executed plans.
By 'Improvements' I mean:
- Actually adding customer service (since there is basically none at the moment)
- Implement a fast, simple, normal verification process, getting rid of that absurd form (specially for Non-US residents)
It is November 2nd. I'm hoping that by December 31st those two updates will be made..
Again, this post had no bad language or anything more than an entirely criticism of Goldmoney.
You are right. It is not quite a "community board". I have stated that before as well.
Wish I could have read your polite response.
Maybe they will figure it out eventually.
I've also created a new thread regarding this..
Just transferred everything to one account and redeemed it to my GM Debit Card.
Then just topped up my Revolut account :-)
Since my Full Holding is still not verified and I do not wanna go through this ridiculous old times verification process by filling out some forms and certification and stuff since I'm a Swiss User, I just put aroung 100 EUR into that account just to play around.
I actually didn't try to sell that metal and withdraw it back to my bank account.
What???
It says I should have a Basic account or a Full account....
No comment...
Who knows, maybe it's only the 12 of us on this forum having issues?
If gold was up I'd sell out right now. I might anyway.
They say they 'safeguard' $2bn worth of assets, yet they don't have a working telephone number? How does that happen.
Well...our standards have been lowered by 100 years of fiat currency off the gold standard with the Fed. Also by banks too big to fail, stock bubbles, housing bubbles, and shitty employment options. The thought of saving money in Gold, stored in a vault on a 1:1 basis, and being able to transact digitally with that gold is VERY enticing. It was advertised very early on, that the Personal holdings really had no customer service. It was supposed to be a simple account that was web-based and user driven and that worked quite well for mainstream users with some technical and financial knowledge. I guess, when you have "no customer service" with a simple account you are assuming that there will be few errors in the system to support that type of usage (like ATMs or automated car washes).
How many working phone numbers, email addresses and customer service reps does Wells Fargo have? Do you trust them?
I think a lot of us were/are willing to deal with some imperfection to achieve an old ideal in a new digital format (gold-as-currency).
I think the principals of this company are good people. I don't think we are dealing with any Madoffs here. (That being said, if we do get screwed in a Ponzi scheme I will personally hunt them down.)
However, you bring up very good points. Now it seems that the Personal accounts work better than the Full Holdings/Wealth Accounts. And the Full Holdings were promised customer service to come with their storage fees. So people have every right to be upset about the lack of customer support in Wealth and Full Holdings, especially in the case in which their funds are trapped in an unverified account or a formerly working account which is no longer functional. To which I advise everyone: Do NOT put more than a few test dollars into an unverified account!
I can see that new/potential customers would be irritated by their accounts not getting verified, but that is no crime on GoldMoney's part. Financial institutions have a duty to verify their customers now. Nobody has a right to a Goldmoney account. I think it is bad form to not have a better process. People should not be getting the runaround and asked to fill out the same forms over and over. People should either be accepted or rejected in a timely manner.
The only crime so far, if any, is if your money is in a Goldmoney account and you cannot access it by either physical or fiat redemption. I don't know how long that can occur before it is considered egregious and you would probably have to bring personal action against them. So it would need to be a significant amount of money in your account to make it worthwhile.
People have every right to decide for themselves if they can tolerate the communication and customer service standards set by GoldMoney.
I am trying to get my last physical redemption fulfilled (been waiting 6 weeks) and see if my ACH transfer goes through. Then I will decide.
To clarify, I am not looking for gold redemption or verification. I only put a few test dollars in and quickly realised that there was no way of actually contacting this website, so I do not want to proceed any further. I am actually struggling to close the account and have them delete my personal information now. They list on their landing page that they are "The World’s Most Trusted Name in Precious Metals", yet they don't have a phone number that works.
Since you are not yet invested in the company, I think it makes sense to test out the customer service response and then hold off until later. Maybe they will get their act together and develop better support and you can come back later if it suits your needs.
I am in pretty deep here as an account holder, and own some stock too. So I'll have a little more work to do if I decide to leave this company.
Unfortunately, I don't see many other options for preserving the value of my money right now. Still hoping this situation is on the mend.
================================
Office Hours
Monday to Friday 09:00 - 17:00 U.K Time
U.K. & International
+44-1534-633-900
USA & Canada
Toll free 1-855-583-GOLD (4653)
================================
Followed by three links for "Message", "Live Support" and "FAQ"
Make sure you call during their U.K. hours. Try giving them a call on Monday. I'm sure once you get in touch with someone, you'll feel much better. Sometimes their lines are busy and you will be asked to leave a message. I have never received a call back when I leave a message. So I just call back 30-40 minutes later and I usually get someone on the line.
I hope this helps.
GoldDust
I'll admit that most of them are bad. If you start reading them your not going to be happy. Most people who are unhappy about something will post these comments or on these forums. It is usually not people who are happy.
I never upgraded to a wealth account. I have kept my personal account. I'll admit I am somewhat concerned. Financial industries as a whole are riddled with corruption. It's basically a haven for scumbags and con artists.
The only thing that makes sense to me anymore is a safe full of gold and a mattress full of cash. lol
I tried calling 7 or 8 times over the space of a week; all within UK working hours. I don't think that's acceptable.
Not so much an issue for me anymore as I'm just trying to leave Goldmoney so I can go elsewhere. I don't trust a website with holding a % of my wealth if they cannot even afford customer service staff.
From the many times I have attempted to contact them, I notice that I get the "Leave A Message" response every time around 7:30AM. I can usually reach someone within a minute of placing the call at around 7AM or 8:30AM. Anyway, that is my experience. I'm hoping you are able to resolve your issues quickly and close your account with no further issues. Please keep us posted of your final resolution as I am interested in knowing how things go with you. I wish you luck.
GoldDust
Thanks for the response, but I did try at several times of day (I am UK-based, so I am conscious of the phone line opening hours and potential lunch times).
Simply put, if you were to purchase a laptop for $2k from a website, and quickly realise that the LiveHelp button didn't work, then that they 'aim' to get back to my email within 5 working days (which they rarely seem to do), and then unsuccessfully attempting to phone their number 7 or 8 times, and then you notice a lot of other people have similar issues online - would you continue to reorder your laptops from said company?
With respect, it is kind of strange to me that your stereotypical goldbug seems to distrust the government and financial system; yet blindly put their dollars into a website that cannot afford a customer service team and supposedly manages $2bn worth of assets.
Get worried people. Caine that number you have posted for customer support does not work. A voice comes up and says not recognized.
Also I made 3 deposits from 3 different cards 2 days ago to the New York vault. They are still pending.
I tried to buy more gold since that using other cards. Both Mastercard and Visa. The transactions fail. There is money available in them to buy Gold and I even rang my card providers in case a block was on them. They were all fine. Yet Goldmoney puts error up saying maybe card details were wrong or over my limit. They are definitely not . Also my card providers said there was no record of failed purchase attempts to Goldmoney showing up on their side. Very odd.
Then I thought maybe I cannot buy any more Gold off New York vault as I have 3 purchases pending. So I tried London vault purchase. No good.
Finally the message below I got off the Goldmoney site just now when I clicked on Support scared the hell out of me. Imagine like other people have said they claim to manage over $2 billion dollars but yet .... well I copied and pasted the message below.
Personal & Business Account Support
Personal and Business support is not available by phone at this time, so please do not call as we will be unable to assist you.
Please note that if you do not have a Goldmoney Holding number, or if you are not interested in establishing a Goldmoney Holding, you will not be able to speak to a Relationship Manager by phone.
Peter Schiff needs to stop telling us all to open a Goldmoney account on his podcasts immediately!!!
Better that you can't make a deposit than not being able to get your money out? You might want to stop trying so hard to put money in until the support issues are addressed.