The coin vault, LLC

Me and my collecting friends think andy has got the tv thing under control tyler brings the whole showdown he looks like he just lost alot and when he talks its like watching paint dry and when he acts excited got out of bed and see him with his eyes closed alot we took to dvring the show so we can fast foward thru tylers part he belongs in shipping or answering the phone he's not cut out for tv and ruins the whole show sincerely yours roger

Review: On, September 16th, about 1 PM, I placed an order with [redacted], a representative of Coin Vault's Preferred Customer Service Division. This order was for one 2014 Canada 1 oz gold bald eagle 'protecting her nest' PCGS PF 70 first strike coin. Mr [redacted] called me personally to offer this coin to me since I had to date purchased PCGS PF 70 coins 1-3 in the silver variety over the past months thru their company for this Canadian Bald Eagle set. I placed my order during that same conversation with [redacted] on the 16th, and I received a confirmed order (tcv-161573) from [redacted], office manager for the coin vault, at 1:26 PM, September 16, 2013. They had my credit card information at that time or they would have not placed the order in the first place. This coin was purchased to complete a full set of PCGS PF 70 coins for this limited series. I left the country early on the 21st to be gone for one week. Upon my return on the 28th of September I had a telephone message placed by [redacted] at about 3:30 PM on September 27th, alerting me they had a PCGS PF 70 gold bald eagle on HOLD FOR ME. I called and left Mr [redacted] a message late in the evening of September 28, upon my arrival back home, stating that I had a confirmation of a paid order for this coin sent to me on the afternoon of my original order. Where we a stand now is the coin vault apparently has sold my coin to someone else and they are unethically taking the position of not going to fill this previously confirmed order. They did offer me a substitute coin by another grader for this coin, but this of course, would break up the continuity of the PCGS set I was building from their company. [redacted] has since sent me an email stating they were refunding my previous charge of $3,299.95 on my VISA card, and at the time of registering this complaint, this credit has not yet shown up on my Visa account. Right now my complaint is NOT about the refund on my VISA, but my loss of completing a PCGS PF 70 Canadian Bald Eagle five coin limited addition set due to the coin vault's failure to honor their confirmed purchase order for this proof PCGS gold coin I had placed on, September 16th. I also might mention there was some comment from coin vault that my original order was denied by my VISA card company. I called VISA about this statement and they researched coin vault's claim. VISA tells me they have no such record of a denial to the coin vault on my account on September 16 or 17, or at anytime soon after this for that matter, but they reminded me they had accepted charges without any denials from the coin vault most recently on 8/7 $249.85, 8/9 $609.85, 8/13 $5009.85, 8/14 $3009.90, 9/6 $289.85, and of course, the most recent charge of $3,299.95 for the coin I am now missing. I have also requested that Mr [redacted], Director, CEO, of the coin vault contact me directly about his company's failure to fulfill a legal contract to me, especially since my long time customer relationship and the tens of thousands of dollars I have spent with his company over recent years. To date not any effort by Mr [redacted] reaching out to me in order to right and fix this problem properly, by completing my desire for a PCGS bald eagle coin set. I want to go on record alerting the general public, that in my case, the coin vault up to now, is not an ethical company to do business with regardless what you might spend with them, to be honest and forthright in their customer service. They apparently welcome taking your money anytime you choose to buy from them, but do not seem to be service oriented enough to go the extra mile to correct their obvious mistake when a contract to purchase product from them is issued . It is ALL ABOUT THEM! and little to do about fulfilling their commentments and obligations! For that attituide I am now left without a complete PCGS bald eagle coin set.Desired Settlement: I request the coin vault do whatever it takes to secure the 2014 Canada 1 oz Gold Bald Eagle 'Protecting Her Nest' PCGS Pf 70 First Strike coin they left me holding the bag EXPECTING. And, of course, selling it to me at the original price we agreed to on, September 16, 2013. It is my opinion they have a responsibility to fulfill confirmed orders by their company!

Business

Response:

Thank you for your email regarding Mr. [redacted] Jr.'s issue with The Coin Vault. I absolutely understand his frustration and, believe me, it is not our intention to upset our very loyal customers. Firstly, Mr. [redacted] is currently on vacation in the northern Arizona desert and cell service is very sporadic and, at most times, non-existent. He requested a call from him and that was going to happen next week, but Mr.[redacted] Jr. has given us only a few days to try and source the coin and make arrangements to resolve this prior to contacting the Revdex.com.

We are unsure if this is human error or an IT error in our system but, although a completed order with [redacted], under TCV-[redacted], did take place the weekend of September 16/17, it was voided out, as mentioned in his letter. Through our credit card processing system, if this happens in a short time after the initial authorization, then it may have not showed up on his statement as "void" and canceled before it was submitted to his account by VISA.

Our Head of I.T. is still looking into how this happened and, once I get a full explanation, I'll happily pass this along to you. At this time, we are suspecting there was a glitch in our link with the card processing center which showed a 'charge denied' in our system when, in fact, the request to charge the card never actually made it to VISA. As I mentioned, this is an issue we are actively investigating. As you can imagine, especially when the show is on-air, we authorize hundreds, if not thousands of credit cards each night and, If there is an issue, we wish to resolve it to avoid future problems.

With regards specifically to the '2014 Canada 1oz Gold Bald Eagle 'Protecting Her Nest' PCGS PR70 First Strike' coin he had purchased with us; this was indeed an extremely limited

item. The Royal Canadian Mint had only minted 350 of these and the 70 grade coins from both PCGS and [redacted] (the two grading companies primarily used by The Coin Vault) are amongst the rarest new releases for this year.

Our system had saved his original order and it appeared we still had the coin he purchased available when the order was re-submitted. We had, in fact, sold out a few days earlier and already shipped the coins, along with the on-air sample, to customers who ordered prior to the date we re-submitted your original order. This inventory glitch, which is related to saved (but not completed) orders under a TCV number, has been resolved and we fully except responsibility for that inventory error which has led to this issue arising.

When it comes to refunding a customer we wish to process this action as soon as possible. When I informed Mr. [redacted] Jr. that we would not be able to fulfill his order I processed the refund in our system immediately. One refund of $9.95 for shipping was issued on September the 30th, 2013 as well as a refund for the product in the amount of $3299.95 on that same day. Once the refund has been accepted in our system it is left in the hands of the card issuer as to when they post it to the customer's account. On a normal basis a refund is posted anywhere from 3 to 5 business days after a refund has been accepted in our system. If Mr. [redacted] would have contacted me about his refund I would have contacted his bank and inquired with Merchant Services about their normal refund process and an expected date for our customer.

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