Lack of Transparency in Valuation and Delays
My experience began on January 7, 2026, when I requested an in-kind precious metals distribution and specifically indicated expedited processing. I was told that expedited requests are processed within approximately 3–5 calendar days, and I was instructed to provide pickup dates at least one week from my request, which I relied upon when planning. Because this was an in-person metals pickup, their website does not support the required logistics. I was required to complete an additional step by email, providing pickup dates, identification, and other depository-related details, which I promptly submitted. Despite complying with all instructions and indicating expedited processing, the request was not processed for approximately 20 days. I was later informed there were significant backlogs and that my request had not been addressed until I followed up directly. I was then given a valuation tied to the company’s internal processing date (January 26), rather than my request date, and no written documentation was provided. Different valuation dates were discussed during the process, and I have still not received a final valuation in writing. During this delay, the value of silver increased significantly (approximately 40%), materially affecting the outcome and tax implications, even though the timing was entirely outside my control. I submitted a written request for the company’s valuation policy and supporting documentation, but received no response. The company’s practice of tying valuation to internal processing timing, while delays occur, places all market risk on the customer without providing any meaningful control over timing. This raises serious concerns regarding transparency, consistency, and how valuation determinations are made.