On October 15, 2015, Mr. [redacted]
requested the proceeds of his account be sent to him via check.
Normal procedure when a customer requests a check that it be sent via
regular mail, unless instructed otherwise by the customer. The same
day the check was processed and mailed. Mr. [redacted]'s...
Account
Representative was in touch with him throughout the process and was
not aware of the Customer's concern. Immediately upon hearing about
Mr. [redacted]'s issue, Monex stopped payment on the check and initiated
a wire, per Customer's instructions.
Mr. [redacted] has confirmed that Monex
resolved his issues promptly and to his satisfaction.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] My request was granted and the funds were wired to me. No check was ever received so it was good that payment was stopped on a check if it was in fact sent to me.Please do NOT post my Checking Account info online.Thanks very much for your help in this matter.[redacted]
Monex understood
that Ms. [redacted] was satisfied throughout the two years her account
was active. Monex operated in 100% consistency with the agreed upon
terms. All transactions were executed by Monex, at...
the direction of
Customer. Customer sustained investment losses due to adverse market
movement.
Two years after Ms.
[redacted] closed her account, she is expressing dissatisfaction.
However, during her experience at Monex, she did not complain to her
Account Representative. Customer had investments over a long period
of time. Six of the transactions were profitable and four were not.
Ms. [redacted] received two customer service calls over the course of
her experience with Monex to ensure that the treatment of her account
was to her satisfaction. She expressed that she did not have any
questions about her account and that there was nothing she wanted to
bring to management’s attention. Ms. [redacted] indicated to her
Representative that she is a software engineer and has had prior
experience trading stocks and bonds with Fidelity Investments.
Monex is at a loss
considering after over two years Ms. [redacted] is now expressing her
dissatisfaction. Furthermore, when trying to contact Ms. [redacted] for
clarification, she is reluctant to return phone calls or emails.
Mr. [redacted] mailed one standard unit of
gold coins and a partial, less than one, unit of 80 one-ounce silver
coins to be sold. The metal was received at [redacted] on Friday,
February 19th. The coins were processed, verified, counted and were
sold the following business day on Monday, February...
22nd. Mr. [redacted] was informed that this process could take up to
one week prior to sending the metal.
Monex has chosen what we understand is
a fairly common business practice to verify accurately the very
precious contents of packages that have been shipped from non-secure
locations prior to accepting sell orders. Monex believes it is a
better service than to accept a transaction prior to adequate
verification, and then if the contents are not what is believed or an
error is made by the customer in placing the order, to charge the
customer for transaction losses associated with their mistake.
Mr. [redacted] is correct that this does
slow down his ability to sell into the market if he chooses not to
utilize the Monex Atlas Account features. This is exactly why since
1987 thousands and thousands of customers choose to facilitate
instant access to trading so that they don't have to wait for Monex
for verification the quantity, quality and authenticity of contents
prior to accepting an order for the precious metals and thereby
choose the Atlas Account. Customers that choose to take
personal delivery rather than custodian depository delivery
understand that it is not as speedy to buy and sell extremely
valuable physical precious metals.
We appreciate the feedback from Mr.
[redacted] and will look into methods to further improve on next
business day verification.
On October 15, 2015, Mr. [redacted]
requested the proceeds of his account be sent to him via check.
Normal procedure when a customer requests a check that it be sent via
regular mail, unless instructed otherwise by the customer. The same
day the check was processed and mailed. Mr. [redacted]'s...
Account
Representative was in touch with him throughout the process and was
not aware of the Customer's concern. Immediately upon hearing about
Mr. [redacted]'s issue, Monex stopped payment on the check and initiated
a wire, per Customer's instructions.
Mr. [redacted] has confirmed that Monex
resolved his issues promptly and to his satisfaction.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint...
resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] My request was granted and the funds were wired to me. No check was ever received so it was good that payment was stopped on a check if it was in fact sent to me.Please do NOT post my Checking Account info online.Thanks very much for your help in this matter.[redacted]
Monex understood
that Ms. [redacted] was satisfied throughout the two years her account
was active. Monex operated in 100% consistency with the agreed upon
terms. All transactions were executed by Monex, at...
the direction of
Customer. Customer sustained investment losses due to adverse market
movement.
Two years after Ms.
[redacted] closed her account, she is expressing dissatisfaction.
However, during her experience at Monex, she did not complain to her
Account Representative. Customer had investments over a long period
of time. Six of the transactions were profitable and four were not.
Ms. [redacted] received two customer service calls over the course of
her experience with Monex to ensure that the treatment of her account
was to her satisfaction. She expressed that she did not have any
questions about her account and that there was nothing she wanted to
bring to management’s attention. Ms. [redacted] indicated to her
Representative that she is a software engineer and has had prior
experience trading stocks and bonds with Fidelity Investments.
Monex is at a loss
considering after over two years Ms. [redacted] is now expressing her
dissatisfaction. Furthermore, when trying to contact Ms. [redacted] for
clarification, she is reluctant to return phone calls or emails.
Mr. [redacted] mailed one standard unit of
gold coins and a partial, less than one, unit of 80 one-ounce silver
coins to be sold. The metal was received at [redacted] on Friday,
February 19th. The coins were processed, verified, counted and were
sold the following business day on Monday, February...
22nd. Mr. [redacted] was informed that this process could take up to
one week prior to sending the metal.
Monex has chosen what we understand is
a fairly common business practice to verify accurately the very
precious contents of packages that have been shipped from non-secure
locations prior to accepting sell orders. Monex believes it is a
better service than to accept a transaction prior to adequate
verification, and then if the contents are not what is believed or an
error is made by the customer in placing the order, to charge the
customer for transaction losses associated with their mistake.
Mr. [redacted] is correct that this does
slow down his ability to sell into the market if he chooses not to
utilize the Monex Atlas Account features. This is exactly why since
1987 thousands and thousands of customers choose to facilitate
instant access to trading so that they don't have to wait for Monex
for verification the quantity, quality and authenticity of contents
prior to accepting an order for the precious metals and thereby
choose the Atlas Account. Customers that choose to take
personal delivery rather than custodian depository delivery
understand that it is not as speedy to buy and sell extremely
valuable physical precious metals.
We appreciate the feedback from Mr.
[redacted] and will look into methods to further improve on next
business day verification.