Contact OneGold Support

by Anabergamini

Initiated a withdrawal of funds on June 27 - funds had been available on my account for days - and 9 business days later the withdrawal is still “processing”. Support has now lied twice that “It’s being sent today or tomorrow”. No other contact. I wonder what is it that they have done with my $ that makes it so hard to return now. By the way - I decided to withdraw after trying to buy gold on their website and not being able to complete the purchase due to the process being glitchy. All of this has been communicated at length to their useless support. Nothing but aggravation and loss - horrible.

Updated to respond to the ‘developer’s answer’ below: it’s a lie that your support contacted me next day for more information. I initiated all contact - 5 times via email in the 9 business days it took to wire back my funds. Your support person at some point told me it would be faster if the wire went to my originating account instead of the one I wanted so I provided the relevant data but that was after I emailed her. And the wire still didn’t go out. Only when I called in days later, on the 9th day and spoke to another support person on the phone did the wire get sent out. What a bad look to turn it around and try to blame the customer on top of everything.

by MikefromGorham

The app needs to be updated to display redeemable value. If there was a good alternative, I would close my account because of how bad their customer service is. I was given attitude and told “only 3% of our customers do what you’re doing.” Understood, but redemption is a very specific feature that sets OneGold apart from their competitors... supposedly.
When attempting to redeem, I waited and waited and my order was cancelled. I’d made a bunch of transfers to support a redemption and - because of fine print saying the funds you’re using need to be in your account for 60-days prior to redemption, and the website and app not taking this into account - now after their fees and something their staff did to “help me resolve my issue” I now have less metal on my account AND have a negative balance. Requested a call back from a manager at least three times and my tickets were just marked Closed. I’m going to make a redemption and consider my options. I will also no longer buy from APMEX because of their affiliation and this poor experience.
I’d happily have given 3 stars had customer service been polite. Or 4 stars if/when the redemption page warns you of your redeemable value. Or 5 stars if you could exchange multiple metals to make a redemption against another metal. Until then ✌️OneGold.

by BatmanJesuz

The only way to withdraw money is to pay to send a wire to yourself. If you set up ach, the account you enter will not be what shows up on your account, they blame this on your bank and state it is just a “dummy” account # made up to protect the real account, and when you withdraw, money disappears and onegold states funds have been withdrawn. I’m out $4000 because of this and in process of suing these thieves. Also, they don’t actually hold the gold and silver you purchase, it’s basically an IOU, that’s why if you ask for your metal you have to purchase it through AMEX, a precious metals dealer who charges some of the highest premiums, thus insuring you get far less metal then what they were “allegedly” holding for you. As has always been stated in metals investing, if you don’t hold it you don’t own it, stay away from this scam and all others like it. Your metals are absolutely not “allocated” as falsely promised, you just get an amount that you “supposedly” own and then are charged storage for it. If it’s not allocated and you have to purchase with high premiums from AMEX, I assure you it was never there in first place, buyer beware of this scam!