Complaints

This profile includes complaints for TCGplayer's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TCGplayer

  440 S Warren St Syracuse, NY 13202-2634

• 

  TCGplayer

  5460 E. Taft Road, #3267 Syracuse, NY 13220

• 

  TCGplayer

  Syracuse, NY 13220

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TCG Player owes me $599.75 for cards I sold as an individual on their marketplace. They canceled two payments to my account.
  
  $660.06 + 339.74 (two missed payments) = 999.80
  - $400.05 (for a return)
  = $599.75 still owed to me by the business

  Business Response

  Date: 07/07/2025

  Hello, The seller was terminated from our platform due to a community guidelines violation. However the payments they are referring to are not apart of that incident. TCGplayer has re-processed the payments and provided the seller the transfer information. If the payments do not arrive within 3-5 business days they should contact their bank and give them the information we provided. Team TCGplayer

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have $66.38 worth of store credit on this webstore. TCGplayer bought out a competitor and the competitors store credit was brought over to TCGplayer. My issue is that TCGplayer is not providing services to Australia (but is providing services to our neighbouring countries), and I am being disallowed the credit to my account. In essence, my money has been "kidnapped" by this company's buyout of another company. They will not release the funds, and haven't attempted provide another workable solution. My money has been stolen :(

  Business Response

  Date: 06/30/2025

  Hello At this time TCGplayer is not able to provide services to Australia. We continue to review this policy and monitor feedback. Your patience is super appreciated and should this policy change we will happily update everyone via email and our social media. We look forward to opening services to Australia once again in the future. Best Team TCGplayer

  Customer Answer

  Date: 07/01/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  Unfortunately, taking no action does not solve my dispute. Promises of delivering to my country at an indetirminite point in the future are non-accountable and vague. I seek a final and permenent resolution: please release the funds being held by your company. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 07/01/2025

  Hello, Thank you for following up. We apologize for any inconvenience, however we are unable to transfer any amount of store credit a bank account. Store credit is non-transferrable.  *********************************************************************** Limitation of Liability TCGplayer and all information, content, materials, products and services (including TCGplayer Direct) are provided on an “as is” and “as available” basis unless otherwise specified in writing. TCGplayer makes no representations or warranties of any kind, expressed or implied, as to the performance or operation of TCGplayer services or the information, content, materials or products made available to you by using the site. You expressly agree that your use of TCGplayer is at your sole risk. To the maximum extent allowed by relevant and applicable law, TCGplayer disclaims all warranties. Specifically, TCGplayer does not warrant that the TCGplayer services, apps, servers or electronic communications are free of viruses or other harmful components. Furthermore, TCGplayer will not be liable for any damages or loss caused by the use of TCGplayer or from its information, content, materials or products. Best, Stephanie Team TCGplayer

  Customer Answer

  Date: 07/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  I can see your policy, however, my credit was originally with ******* ********, of who I did business in the past. I have not had a business interaction with TCGPlayer. I am unable to make purchases on TCGPlayer, so it makes sense that my money is released so we can go separate ways.  Otherwise, it sounds like you're saying you can buy up businesses and decline to service customers, with the expectation you can keep all the accumulated store credit, which sounds wrong to me.  
  Regards, 
  
  ***** *******

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to dyscalculia, I reversed the input of the "price" and "quantity" inputs for a single card to be sold. The expected outcome was to list 1 card for $50. The accidental outcome was that 50 "cards" were listed for $1. Fortunately, 1 purchaser notified me that they understood an error had likely been made. Based on this single customer's good faith, I sent them the card (the only card in my inventory) for the accidently advertised price of a $1, and IMMEDIATELY (within minutes) issued a refund for the other cards that had been ordered by others. The refunds contained a message explaining the reason for the refund.
  
  I have since requested two disputes for negative feedback, one involving defamation, and one involving misuse of the feedback system. Both were met with the same boilerplate template, non-response to either specific issue. Note the contrasts in tone and content via attached emails.
  
  Consumer Protection Issues:
  
  1) TCGPlayer does not have any mechanism for responding to negative or DEFAMATORY/DISCRIMINATORY statements posted as "feedback." This is despite being owned by Ebay, which has included such a mechanism for years. **************************************************************************************************** 
  2) TCGPlayer treats all grievances against customers exactly the same; dismissively, and with a default implication of fault by the seller. At the bottom of email responses to grievances is the line "If you can commit to reaching out to the buyer **in advance** and giving the buyer the ability and time to respond before canceling the order we can remove this for your store as a one time courtesy. "
  -This line is included REGARDLESS of the facts of a case, e.g. whether I had actually contacted purchasers.
  -The "one time courtesy" removal "offered" implies that future concerns--regardless of legitimacy--will be dismissed entirely. This language does not appear anywhere in TCGPlayer policy *************************** 

  Business Response

  Date: 06/23/2025

  Hello, TCGplayer recognizes the concern and at this stage we are reaching out to the seller to work with them further. We advise they reply back to the message from our management team to discuss options and work to find a suitable resolution. If they have additional questions they should include them in that reply. Best, Team TCGplayer

  Customer Answer

  Date: 06/28/2025

  Response to business provided same day requested (Monday, Jun 23) Business requested that I "confirm all the order numbers associated with the concern" and I provided all such information (see attached response). Have not received reply at this time. 

  Business Response

  Date: 07/01/2025

  Hello, At this stage a member of our leadership team has reached out to the seller to assist with the concerns raised. If they have additional information that needs to be addressed it is advised they reply back to us and we'll work with them further. Best Team TCGplayer

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Premium Booster - The Best - Booster Box for One Piece and instead got ******** in the *** ***** One Piece Booster box. The price I paid was roughly $280 before tax and received a product that is $185.00 market price. I have made several attempts to reach out to TCGPlayer to try and get this rectified through a customer service ticket and email and have not gotten a resolution or follow up email at all. My ticket was also closed without any follow up. It is important to mention that my account was locked by TCGPlayer due to their system flagging my account due to suspicious activity. I had to use my girlfriends email as a guest checkout since I couldn't access my account. They also won't assist me with unlocking my account.
  The time I have wasted in trying to reach out directly to the TCGPlayer with no assistance or notification of any closed or cancel tickets or within the ticket for that matter should be compensated with the incorrectly delivered package.
  Once I found out that the tickets I had submitted had been closed with no follow up or notification, I decided to move forward with disputing the charges immediately. The case ID associated with my ****** dispute is *******************

  Business Response

  Date: 05/07/2025

  Thank you for your patience with this matter.  Please note that as a safeguard against compromised accounts you will be unable to make further orders until this issue is resolved. Unfortunately, once a dispute has been opened our ability to provide refunds is affected. You’ll need to drop the dispute in order to reach a resolution on this order. In the meantime, I was able to look further into your account and based on trends, information, and activity associated with your account, our fraud system has locked it and we are unfortunately unable to move forward with unlocking it at this time. We apologize for any frustration that this has caused. 

  Customer Answer

  Date: 05/07/2025

  Thank you for your prompt response in this matter. Attached to this, I have attached a screenshot that my dispute with ****** has been canceled and I have informed them that I am working with BBB and TCGPlayer to resolve this matter. Regarding the account issue, it wasn't getting it unlocked but that the representative failed to initiate any action to verify if it was me to get the account unlocked. If there is a certain period of days I have to wait before I can be verified, that should be notified to me so that I know what timeframe to expect. I still plan to use TCGPlayer services afterwards but I need to know what is expected with me and correct steps to verify me. My biggest concern and the reason for the complaint ticket filed to BBB against TCGPlayer was that I made an order (*********************) and when that order came in with the wrong product, I submitted a ticket through Hobbie, your AI bot to get follow-up assistance. This order was made through my girlfriend's account ***********************) due to my account being locked. When I checked on the status of the ticket with Hobbie afterwards, it stated that my ticket was closed. My girlfriend's email did not get any notification nor did my own when I reached out to ******************* on the reason why my ticket was closed. That is not resolution, that is poor quality of service.This reflects, not only, that TCGPlayer does not care about their users, that it doesn't care to provide a quality of service to assist their uses. Please review the order number as provided and get back to me at your earliest convenience. For resolution, I am either looking to have the correct product sent to me or have the original form of payment that was used in the order refunded. I am willing to send back the incorrectly delivered item as long as a return label is provided. I am willing to work with you on getting this issue resolved, I just wish it didn't have to take a complaint from the Better Business Bureau to have it addressed. If you need any additional information, please let me know!
  Thank you,
  *** *****

  Business Response

  Date: 05/11/2025

  TCGplayer has initiated an account lock on the individual and we are unable at this time to provide details on if/when we can unlock it. A discrepancy was noted regarding the buyer's purchasing history during our regular review process. If a final determination is made to unlock the buyer's account we will contact them with more information. I can confirm at this stage we have not closed their request but are waiting to reply until we have more information. Best Team TCGplayer 

  Customer Answer

  Date: 05/12/2025

  Again you are dismissing what I am telling you. This issue is no longer about my account being unlocked, it is about me receiving the wrong product using my girlfriends email for a guest checkout DUE TO MY ACCOUNT BEING LOCKED. It is clear that I am not talking to a live person as they're not addressing the actual concern which I outlined in my last response to you. I will be disputing my charges and taking action on my own. TCGPlayer needs to rework how their service to their customer lies as it is clear it is automated and does not value their customers. 
   

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been selling on their platform for a while now. I admit I have had issues with notifications and keeping up with sales due to lack of notifications. I have been checking more frequently to make them happy. I had another issue with their scanner app, it scanned a card I do not own and added it to my inventory without me noticing. I tried to contact the buyer and let them know before I ship any items that I do not have one of the cards they ordered due to the scanner issue. I didn't get any notification until a few days later. At that point, I refunded the buyer as that's what the company would do in that situation. Then I find out they deactivated my inventory again because I was waiting to hear back from a customer... Now they are not responding to anything and ALL of my payments are on hold permanently. Oh yeah, they also hold payments for over 2 weeks before you even get to see your money from the items you sell on the site. In instances like this, they freeze ALL of the payments and now I'm sitting here with money that's being held hostage in limbo while I wait for a response that I'm not getting.

  Business Response

  Date: 04/28/2025

  Hello, At this stage TCGplayer has stepped in to communicate with the seller further on the matter. We are working with them to gather more information. It is standard practice for account and payment holds to be placed in the event of unshipped orders. Payments are delayed in processing to accommodate any refunds that need to be processed. Initial contact was provided to the seller on April 23rd prior to escalation to our management team. We have reviewed the case and are now taking further action. Best Team TCGplayer.

  Customer Answer

  Date: 04/28/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I've been waiting for over a week. I made a dozen attempts to contact support about the issue and only gotten one response and after that radio silence. It's not until I filed this complaint through BBB that I'm now seeing active responses. I have inventory that isn't selling, there's lost sales from this. There is my money that is stuck in limbo while I wait for the ever slow, practically non-existing customer service to respond. I sent screenshots of the emails I have sent to support over this issue.  
  
  Regards, 
  
  ***** ****

  Business Response

  Date: 04/29/2025

  Hello, At this stage TCGplayer Customer Service Management has stepped in to communicate with the seller further. We have unlocked their account as well as removed the hold on their payments. If they have any additional questions or concerns we advise they communicate with us further via a reply to our last message. Best Team TCGplayer 

  Customer Answer

  Date: 04/29/2025

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

• Initial Complaint

  Date:04/15/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my account flagged several times by their "Trust and Safety Team" to which I've provided all personal information when my account was flagged/locked. I even pay a subscription with TCGPlayer for extra benefits.
  
  On April 10th or 11th, my account once again got flagged for Payment Lockout and I emailed their support team immediately. I got a response within 24 hours, and in the last 48 hours have not received any updates despite sending 2 emails asking for an update.
  
  I have provided them with personal information to confirm my identity and ownership of the account and they continue to flag my account for no reason, they said it would happen time to time, but every time it happens its a major inconvenience as it takes longer than 24 hours to resolve. The last time this issue happened was on February 10th, and was resolved February 11th. This time its taking significantly longer and I have not had a resolution to my problem.
  
  They do no have a live support line and automate their responses. Its hard to be able to contact a real person in regards to any account issues.

  Business Response

  Date: 04/17/2025

  We are sorry to hear of the trouble this has caused. We recommend continuing to work with our customer service team to resolve this issue. 

  Customer Answer

  Date: 04/18/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  I have generated yet another Customer Service ticket through TCGPlayer as I have not received any updates regarding the initial ticket request. Their Customer Service has refused to provide me with any updates and my account is still payment locked. I request to speak to an actual person and would like to communicate in person via phone call to resolve this issue or an immediate response to unlock my account so I can continue to use their services. 
  
  Regards,
  
  ******* ******* **
   

  Business Response

  Date: 04/22/2025

  Looking over the concern made I can confirm that the buyer account associated with ******* ******* *r has been unlocked and purchases have been confirmed as recent as April 18th, 2025. As for the seller account our team is reviewing the provided information and will be contacted if approved for selling on our platform. This review process is a manual procedure but they will be alerted if approved. Best Team TCGplayer

  Customer Answer

  Date: 04/22/2025

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

• Initial Complaint

  Date:04/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So, this is the second time I've had to go through BBB to be able to get a proper solution as TCGPlayer Support has been unhelpful throughout the entire ordeal.
  
  This is the second time the same Seller has sent out an order two weeks later without notifying me and the only way I've known what is going on with my order is because I sent them a message.
  
  I placed the Order (********************** on March 11th and the Seller didn't send it out until March 25th - exactly two weeks after initial order date. On March 20th I reached out to this Seller where they said they would immediately send it out - which was not the case I they sent it out on the 25th as previously stated.
  
  TCGPlayer Shipping Policy states that Seller need to send out order within two business days.
  
  Once the Estimated Time of Arrival passed (March 26th) I asked the Seller on the 27th for refund since TCGPlayer's Refund Policy states that Seller must immediately refund a Buyer if the order is passed the Estimated Arrival Date but this seller refused.
  
  This is when I contacted TCGPlayer Support which they saw that I was within my rights for a refund because the Seller sent out the order two weeks later AND the Estimated Time of Arrival passed. I then received the refund for the order - while the Seller was extremely rude.
  
  Fast forward to April 1st - I finally received the order but now (on April 2nd) TCGPlayer asked me to pay back the order as it arrived.
  
  Does that mean Sellers that don't follow TCGPlayer Policy can get away with it since in the end the customer (me) has to still pay them. Because in the end, the seller will still get their money (despite breaking two Policies) and continue to operate as they like since their is NO repercussion for their bad actions. And then that leaves Buyers, like myself, not protected since they simply are asking for me to pay the order despite being refunded and having to deal with a bad Seller.
  
  TCGPlayer only protects the Sellers and NOT Buyers.

  Business Response

  Date: 04/03/2025

  Hello, We do apologize for any frustration that may have been experienced during this transaction. When reviewing the correspondence between you and the seller, we can see that they indicated that the order was not shipped out within the expected 48 hours. Our Seller Support team is working with the seller to address this issue, though due to privacy concerns we are not able to share what actions are being taken. However, we do not have any policies that state that a product will be granted free of charge should it arrive late. As you have informed us that the product has arrived and that you intend to keep it, we do request that you submit repayment for the order, as was agreed upon when the refund was processed, which I have provided down below. "As part of our TCGplayer Safeguard, TCGplayer Customer Service is stepping in to resolve this issue. Team TCGplayer is providing a full refund for this order. The Buyer agrees that if this package does arrive they will refuse shipment on it so that it goes back to the Seller. Or they will reach out to TCGplayer to make arrangements for payment and we will then credit the Seller." You are currently working with one of our agents, and we ask that you continue working with them to provide repayment. Thank you, Team TCGplayer

  Customer Answer

  Date: 04/04/2025

  Your privacy concerns about what is being done doesn't matter as this is the second time the seller takes two weeks to send out an item and by simply looking through their reviews this happens often, which means nothing was done the first time around. It's quite clear that Sellers have free reign and can do whatever they want as long as TCGPlayer gets a cut of the final pay. Just for you to review: Seller took two weeks to send out a +$50 Order (second time this happens) Seller never informed me why, until I wrote to them which then they still didn't explain why it took two weeks and even then took more days to send out the order Estimated Time of Arrival Passed by a long shot Seller in the end takes the full payment (and we can't forget TCGPlayer gets a cut too) despite not following policies that apparently aren't enforced And I know Sellers can have "Negative" reviews nullified thus having a clean slate, so even after leaving a bad review they can file for you to remove it. (And I know you'll say "Due to Privacy Concerns we can't disclose that information"). And why am I forced to IMMEDIATELY pay the refund while risking my account being deactivated and the seller can take two weeks to send out an order with no repercussions? And yes I did pay for the order - as I have spent thousands of dollars on my account. The money isn't the issue - it is the lack of protection Buyers have when Sellers have free reign of doing whatever they want without any consequence.   You state "was agreed upon when the refund was processed" I never agreed to anything - please provide proof that I explicitly agreed to pay back the refund if the order would arrive 

  Business Response

  Date: 04/04/2025

  We recommend working with our customer service team to resolve any additional issues regarding this order 

  Customer Answer

  Date: 04/04/2025

  I have reviewed the response made by the business in reference to
  complaint ID ********, and have determined that this does not resolve my
  complaint.  Their response was very poor considering its from a company representative - they can't even
  provide evidence that I agreed to anything. On top of the fact, a
  representative that only thinks in the Seller rather than the customer.
  And I wouldn't be using BBB if TCGPlayer's customer service wasn't
  poorly equipped to handle an issue like this but it seems TCGPlayer's BBB Representative is as well equiped as their Customer Service Agents. I'm glad this is public as it shows the measure of professionalism TCGPlayer strives for. Regards, ****** ******

  Business Response

  Date: 04/22/2025

  Hello, We have reviewed and logged the concerns regarding shipping timelines for Marketplace order**********************. We have contacted and worked with the seller but as stated due to privacy concerns we are not able to share what actions are being taken.  The buyer has confirmed repayment for the order as it was clear the intention was to keep it. This is standard practice for orders that arrive after a provided refund unless the item is requested to be returned. If they have further concerns we advise communicating with us further in the form of a support ticket. Best Team TCGplayer

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TCGPlayer has froze my payments, and is responding to messages for my account which I didn’t ship 1 item out, because I went on vacation and didn’t remember. Now, I’ve reached out to them for the last 5-6 days with tickets, and received no response. They give us 48 hrs to respond before harassing us with emails or locking accounts, but they don’t follow the same rule set it seems. I don’t know where else to go, because now they are legit scamming me by responding to messages, and not allowing me to either give individual card refunds, and they are just giving full refunds.

  Business Response

  Date: 03/16/2025

  Hello, Thank you for reaching Team TCGplayer. We're apologetic for this issue, and want to do all we can to resolve this matter. After review of order *********************, $16.75 has been credited. Please reach us for any further assistance. Best, Stephanie Team TCGplayer 

• Initial Complaint

  Date:03/09/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business sells cards, they happily accepted my funds for a purchase (50 USD), but refused to ship anything or refund the money afterwards for any of my attempts, It's pretty indignating and underhanded to try to keep the money just like that. During my support ticket expange they were very vague and mixed their internal policies, shipping policies, user location and some sort of obscure reasoning and generic unhelpful responses.
  
  I mainly want the money back, allowing me to complete my purchases would be okay, but I don't really want to keep doing any business with them.

  Business Response

  Date: 03/11/2025

  Hello, Thank you for your outreach. In review of your account, based on trends, information, and activity, we are unfortunately unable to move forward with unlocking it at this time. We apologize for any frustration that this has caused. Best, Stephanie Team TCGplayer

  Customer Answer

  Date: 03/11/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  The message seems to be a generic response unrelated to my complaint, I'd be satisfied if they refund my money. 
  
  Regards, 
  
  ***** *******
   

• Initial Complaint

  Date:03/09/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 26, 2025 my credit card was charged by this company. There were two (2) separate charges of $70.66 made on the account. I have never done business with this company and know nothing about them. I have called the number listed on the charge and left messages to get this looked into, however the company fails to return calls or investigate the fraudulent charges placed on my credit card. The card has been blocked but this criminal company was allowed to process these charges without any verification. I want the money credited back to my card.

  Business Response

  Date: 03/10/2025

  Hello, Thank you for reaching out. My name is Stephanie, a Lead with our TCGplayer Customer Experience team. We're sincerely apologetic for the recent experience. It appears that the email address may have been published in one or more exploit lists from breaches of other websites. Generally, this happens when there is a vulnerability in a third-party site that results in your information being compromised. You can visit ********************** to check if any of your emails have been compromised. At this time, we recommend that you change ALL of your passwords to make sure these credentials are not in use on any other sites. When creating a password, we recommend the following tips to protect your account: Create a password that can’t be guessed easily, and consider using password generators Change your password every 30-60 days Do not give your password to others Do not share passwords among sites or accounts. Be sure to create a unique password every time! I am sorry that there has been unauthorized transactions on your account on our platform. The security of our customers is of the utmost importance to us and for that reason we do not store or tokenize any of the payment information on our site. This means that every time a Buyer makes a transaction they must enter in the credit card information to make a purchase. Transaction on our platform are all exclusively done through our website and can be processed with a smart phone with internet access.  TCGplayer is PCI compliant so we pass the data directly to your banking institution and utilize the safest security options available on the internet for this data transfer. We make no record of your card info and it is up to your bank to respond with an approval or denial. Additionally, our Sellers only receive information that lets them know where to ship the package and what should go in the package, they are never provided credit card numbers, as once again, even TCGplayer does not have access to that information. At TCGplayer security is of utmost importance. We do not currently utilize phones for our customer service. We primarily operate via email in case we need multiple team members to help answer all of your questions and this does allow us time to gather all of the responses and provide them to you. Our customer service is available to assist you 24/7, and you can feel free to contact us via email here: ***************************Best, Stephanie Team TCGplayer

  Customer Answer

  Date: 03/10/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. TCG Player is totally missing the complaint.  They made illegal fraudulent charges on my credit card for merchandise I have no connection too.  My credit was charged $70.66 twice on the same day.  The charges need to be credited back to.my credit card.  THIS HAS NOTHING TO DO WITH MY EMAIL.  They are certainly not understanding my complaint.  They need to investigate the fraudulent charges billed on my credit card account.  I suggest they call.me to get the facts before I file suit against them for FRAUD. 
  Regards,
  
  ******* ******* 

  Business Response

  Date: 03/11/2025

  Hello, We have responded to your additional inquiry that was submitted to our team, but we will also respond to your complaint here as well. --- We do sincerely apologize for the situation this has placed you in, as it was not our intention to brush this serious issue off. Due to the fact that we are PCI compliant and do not keep any record of your card information on the site, we are unable to locate these purchases in our system and are regrettably unable to refund them. We would advise that you reach out to your financial institution as soon as possible and follow whatever instructions they may have to handle this situation, as they are the best equipped to handle the secure return of your funds.  We are doing our best to deliver the service our customers have come to expect, however when we fall short of these expectations, please know that we are creating and adapting strategies and improving processes to continue to meet and exceed your expectations.  Please let us know if there is anything we can do to assist your financial institution's response; sharing those requests through your service request with our team would be the most beneficial.  Warmest regards, Team TCGplayer

  Customer Answer

  Date: 03/16/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  TCG Player lies and states they have no way to track the fraudulent charges THEY placed on my account.  They need to disclose their agent for service, or I will serve a complaint on the people responding this complaint, since they are clearly the ones complicit in this FRAUD!  TCG Player needs to refund the two FRAUD charges placed on my credit card.  They seem to think me or my bank should just eat it.  They know or need to investigate the person that made the charges.  It is their responsibility! 
  
  Regards,
  
  ******* *******