Happi Inn

USMR will refund the customer's money upon receiving the return of the coins If the coins have not been shipped, we will internally cancel the order and refund his money We experienced a complete failure of our phone system for days The phone are now restored We apologize for any inconvenience this may have caused Please accept our sincere apologies

This client ordered from us and the package was sent out and reached the post office in the client's hometown The package sat at the post office for over thirty days without the client picking up the package It was finally returned to us and we have refunded the client's credit card (the one he used to make the purchase) for the full purchase amount There should be no dispute pertaining to this matterThank you, Francine Breckenridge Title: Chief Compliance and Legal Officer

We apologize profusely to the customers Once we received this comment, we investigated the callsBoth individuals involved breached company policy and were strongly disciplinedOnce they return to work, they will re-take USMR's customer service training classes Further, if this behavior happens again, they will be terminatedPlease send the customers our sincerest apologies

First, USMR does not currently, nor has it ever had, a salesman by the name of [redacted] *** Secondly, the USMR customer was Mr [redacted] Upon his passing, [redacted] , the son of Mr [redacted] , contacted USMR's Customer Relations Department One of USMR's Customer Relations' representatives was working with [redacted] to resolve any issues he had with his father's coin purchasesMr [redacted] the complainant, never once reached out to USMR and USMR believed that [redacted] was satisfied with the interaction he was having with USMR.USMR will refund the full purchase amount of any of the coins purchased by Mr [redacted] as long as the coins are returned to USMR in their original condition USMR needs documentation demonstrating that Mr [redacted] is the Executor of Mr [redacted] estate or some other legal documentation allowing USMR to deal directly with his heirsAgain, once the coins are retuned to USMR, the full purchase price of said coins will be refunded to Mr [redacted] estate or to his legal heirs.Please let us know if you need any further information about this matter

U.SMoney Reserve, Inc ("USMR") immediately contacted the customer The customer was informed that USMR will refund his purchase price 100% plus cost of shipping upon return of the merchandise that he bought from USMR Please let us know if you have any other questions about this issue Thank you

Complaint [redacted] I am rejecting this response because:I am not getting reimbursed in fullThe payment mentioned is for only one pc proof set and a charge of was deducted from the reimbursed returned setI still have several proof coins that will fall under their 20% charge for a refund on these coins I have left to be refunded forI have been dealing at some times with the sales staff and was ignored for several weeks until I was sent to [redacted] attention He has been no help in receiving a fair refund for these proof setsI stand to loose in the neighborhood of $dollars in getting refunded for these over priced proof setsI went along with their hype in taking dollars off the price of the set, but stated my protest as being way too much and was told this would not happen if I were to sell back, I didn't want to take the chance of them stalling out on the payment for more time than necessary as they had me in a tight spotThe response stated that they were "nice" enough to pay for return shipping of dollarsI paid approxdollars for shipping to me, so it's only fair they pay return shipping as they took advantage of me by over charging me for these proof sets Regards, [redacted]

It is our policy to charge a 20% restocking fee if coins are returned outside our day window guarantee date In this case, we dropped it to a 10% restocking fee The company just spoke with the customer and is overnighting him the remainder of his money (the 10% restocking fee previously withheld) , even though contractually we are not obligated to do so

As if today, our Vault has not received the coins I will call the customer when we do and process his full refund The reason he could not reach anyone at USMR is because our phone system was hit with some type of virus which brought the phones down entirely for approximately days We will honor Mr [redacted] 's liquidation proposal and refund him the amount in the proposal upon receipt of that package of coinsWe apologize for any trouble this has cause, but is was due to circumstances beyond USMR's controlThank you, Francine Breckenridge, Chief Compliance and Legal Officer

U.SMoney Reserve has removed the submitted address from all direct marketing and solicitation systems. We apologize for any inconvenience caused to the Complainant. The Complainant can call the Chief Compliance Officer, *** ***, at *** if
there are any future problems.We would like to ensure the Complainant that the material sent was not a "scam" in any manner. We do not use the physical address of our company on any of our marketing materials due to the high value of the products we sell and store in our vault, as well as the safety of our customers. The phone number on the marketing material is a toll free number , while the number listed in the Revdex.com system is our local number.Please let us know if you have any questions or need anything further from us. Thank you

We accommodated this client's request and exchanged his coins. It takes time to process and exchange and it was done on our timeline. He should be in receipt of the Reagan coins by now. Unfortunately , his Account Executive had two tragic deaths in his family. That is
why his calls were not returned. The other two individuals who said that they would call him back, but failed to do so have been counselled and disciplinary action occurred. This matter should be resolved to the client's satisfaction. Thank you

USMR will refund the customer's money upon receiving the return of the coins. If the coins have not been shipped, we will internally cancel the order and refund his money. We experienced a complete failure of our phone system for days. The phone are now restored. We
apologize for any inconvenience this may have caused. Please accept our sincere apologies

This complaint should be withdrawn. It took a few days for our customer representative to call him back after he left a message, but when our representative did call him back, the client purchased what he wanted and there was no "upselling" at allThe customer purchased
the coins for the price advertised in the National Geographic. The purchase was verified and the customer was satisfied. The USMR representative was very professional and polite. USMR is unclear why this complaint was filed

The customer has been refunded in whole. He was also told that the Company will not do business with him again due to excessive purchases and then immediate returnsHe was told politely, but apparently he took offense from what can be deciphered by his "complaint"

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

USMR is very confused by this complaint. None of it is accurateThe client was working with our Customer Relations Department( CR) to resolve any issues They were discussing a tradeCR set up a call with the client to discuss particulars- that call was to occur today. USMR is not
sure what prompted the client to file the complaint as CR was working with him and he appeared satisfied. CR reached the client today and is repurchasing the coins in question at a full refund. Client said he would withdraw this complaint once he receives the check

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I shipped back the coins to USMRAwaiting to receive my full refund as promisedUSMR Representative was very helpful and very understanding
Regards,
*** ***

I reviewed the customer's file. He is a brand new customerOn 2/19/16, he placed an order and used a credit card. Because his credit card billing address did not match his shipping address, the order was cancelled. For security reasons and to prevent credit card fraud,
if a customer is new, our company requires that the shipping address match the billing credit card address. Once the customer becomes an established client, the company will make an exception to this policy. Customers can pay with other methods if there is a discrepancy between the shipping and billing addresses. That is exactly what this customer didOn 3/28/16, he placed another order. There was some discussion about the cost per coin. The ad he called in on in February listed the coins at $for each coin. The client stated tah the Account Executvie to whom he spoke with at that time told him he would sell the client the coins at $each. Even though there was no evidence that this statement was made to the client, the Account Executive to whom he spoke to in March honored the $price and even dropped it to $115.00 per coin because of the fact the original shipment cancelled. This time, on 3/28/16, he stated he would mail in a check. It was explained to him that the order would not ship until 10-business days after the company received his check. The check arrived at our company on 4/7/16. On 4/18/his coins were shipped. The coins were actually delivered to him today, 4/19/16. The company has the tracking number and I called the client directly to verify that he did in fact receive the coins. He confimed that he received the coins this morning.He then stated that he was told he would receive four graded coinsThe ad he called on was advertising bullion coins and that is what he ordered, not graded coins. I explained to him he did not order graded coins and graded coins are much more expensive than the bullion coins he did orderI listened to the verification calls to confirm what he purchased. The client does not have an email or I would email the verification recordings to him. I am having those calls transcribed and will send them to the client in the next day or so. Hopefully, everything will be cleared up once he reads the transcription of the calls.Please let me know if you need further information. Regards, *** ***, Chief Compliance and Legal Officer

USMR, unfortunately experienced a complete failure of its phone systems for approximately days. I have contacted the customer, telling him that we will refund his money in full upon our receipt of the coins. We will also reimburse him for the cost of shipping and insurance.
Please accept our sincere apologies for any issues this may have caused. It was not the fault of USMR; rather the phone system was hit with some type of computer virus compliance and Legal Officer

This client ordered from us and the package was sent out and reached the post office in the client's hometown. The package sat at the post office for over thirty days without the client picking up the package. It was finally returned to us and we have refunded the client's credit
card (the one he used to make the purchase) for the full purchase amount. There should be no dispute pertaining to this matter. Thank you, Francine Breckenridge Title: Chief Compliance and Legal Officer

Everything in the response is accurate , except the claimant is correct -the claim was filed with UPS (as the attachment shows) not FedEx. UPS has not paid the claim as of today's date, again per the attachment. All other statements, in the response however, are correct. Thank you and sorry for the confusion