PCGS Customer Service

isamucoinandcurrency

I recently submitted 12 gold coins for grading. I included 8 vouchers with this order. PCGS did not apply the vouchers and billed me $556.00 for the order. I emailed and called PCGS several times and received one phone call. I was assured that I would receive a call from the billing department. That never happened. I finally contacted American Express to dispute the overcharge and they applied the voucher amount back to my account. Once American Express became involved PCGS contacted me by email and admitted that they made an error. As a result they locked me out of my account and I am still locked out. Membership has advantages, but only with American Express. My account should not be locked once they admitted their error. Bad customer service.

jmlanzaf

Well this won't end well.

PerryHall

Are they holding your 12 gold coins hostage?

lermish

I had a billing dispute with PCGS (decided in my favor of course) and they said that if I disputed any charges with my credit card they would cancel my membership.

PeakRarities

😬

isamucoinandcurrency

@PerryHall said:
Are they holding your 12 gold coins hostage?

No. Thankfully I have my coins back. Just can't use my account.

VanHalen

@isamucoinandcurrency said:

@PerryHall said:
Are they holding your 12 gold coins hostage?

No. Thankfully I have my coins back. Just can't use my account.

How were your submission results?

isamucoinandcurrency

Overall very nice. My favorite was a 1903 Double Eagle at MS65. Such a pretty coin.

isamucoinandcurrency

This is the 1903 Double Eagle.

may

@isamucoinandcurrency said:
Overall very nice. My favorite was a 1903 Double Eagle at MS65. Such a pretty coin.

Ok we took the bait .

isamucoinandcurrency

@Ownerofawheatiehorde said:

@isamucoinandcurrency said:
Overall very nice. My favorite was a 1903 Double Eagle at MS65. Such a pretty coin.

Ok we took the bait .

Posted

JBK

I am only guessing but I suspect that the terms of service prohibit charge backs if you want to be a member.

Imagine people demanding refunds if they don't get their desired grades.

In your case you might have a way back in since they acknowledged their error, but I assume they take charge backs very seriously.

cameonut2011

Did they offer you your membership fee back?

isamucoinandcurrency

I never would have contacted American Express if PCGS had taken care of the issue. They don't answer their phones and reply to emails. They caused the problem and did nothing to fix it. They aren't the only game in town. I am in the process of having my raw coins graded so I can sell them easier. 40 years of collecting is enough.

wozymodo

IMO, the 1903 Double Eagle should have been submitted under the Express Service Level along with any other coins included on the submission form. Vouchers not valid.

coinbuf

Hope you have better luck with the next TPG, that is a very pretty double eagle.

jt88

PCGS over charged me once but after calling they took care of it. Another time they did not gave me the quarterly special so I ended up over paid but I let it passed. I did not bother to call. Mistake happened all the time but customer services should help to resolve it.

Martin

@isamucoinandcurrency normally you should wait untill Friday after 6pm to share this type of story. It will last longer that way.

Sorry for your troubles. I might have done the same thing. I’ve rarely have had to go the chargeback route. I find that if I’m having customer service troubles just the mention of doing a charge back usually gets the situation resolved or straightened out

Martin

Ezmoney

There’s NGC and CAC grading. If your unhappy with the service vote with your dollars

maddoe

The vouchers aren’t valid for coins valued over $2500. I don’t know about the rest of your submission but the coin you posted would not have fallen under that threshold.

skier07

Hopefully with more competition their customer service will improve.

ricko

That is one beautiful 1903 DE.... I hope you get resolution and restored account. Cheers, RickO

isamucoinandcurrency

@maddoe said:
The vouchers aren’t valid for coins valued over $2500. I don’t know about the rest of your submission but the coin you posted would not have fallen under that threshold.

Only 2 coins were Double Eagles. The rest were Half and Quarter Eagles so the fit under the guidelines. I paid full price for 4 coins.

isamucoinandcurrency

@ricko said:
That is one beautiful 1903 DE.... I hope you get resolution and restored account. Cheers, RickO

Thanks Rick,
Everything was resolved today!