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Review from leo p
1 star04/19/2023
Goldstar Trust Company must be going out of business. There is no customer service and no way for a customer to transfer accounts to another custodian. They say that they have phone system issues but that excuse is over a year old. Email brings little satisfaction. Staff does not solve issues or follow through with the customer. Often totally non responsive. Customer assets are inaccessible which is no different than if the company is bankrupt or criminally engaged in stealing assets. apparently time for legal action.Review from Jane K
1 star07/22/2022
If I could give negative stars, I would. GoldStar Trust company has had poor communication, long waits to get to talk to someone (latest was 45 minutes on hold), and awful fees. I was not sent a notice of a paper fee and when called to discuss it was dismissed. I sent in emails and not answered. I finally am trying to liquidate the account. Contacted company to find out about process but did not hear back. I called and was on hold for 45 minutes. Only to be told they were still charging me storage and mtce fees on top of shipping and account termination (which are exuberant) - it is high way robbery! VERY unprofessional company. GO, no RUN, to another company.
Happy State Bank & Trust Company, a Division of Centennial Bank Response
08/05/2022
Centennial Bank, dba Happy State Bank, takes all complaints seriously and has thoroughly investigated. GoldStar Trust Company (GoldStar) is a division of Centennial Bank. GoldStar extends a sincere apology for any inconvenience caused by long hold times or delayed response to emails. GoldStar has been experiencing extremely high call volumes/emails and is working diligently on ways to improve efficiency. An updated fee schedule was mailed to all GoldStar customers on 07.21.22 and no return mail was found to be logged for the customer. GoldStar's internal call records indicate that the customer contacted the call center on 07.22.22 to discuss fees due, how to liquidate, transfer and close the account. The Call Center Representative was able to answer the customer's questions and the Bank appreciates the opportunity to respond to the customer's concerns.Review from Bonney M
1 star07/20/2022
Since HSB has merged with Centennial, customer service has been non-existent. Three times, it has taken me over 30 minutes just to get someone on the phone -- all the while listening to a token recording about how Centennial values its relationships between "real people" and "real bankers." After 30 minutes, I've spoken with call-center personnel who aren't trained in banking and don't have the answers. I've been with HSB since 2008, when I started at the university, and will be changing banks.Happy State Bank & Trust Company, a Division of Centennial Bank Response
08/02/2022
Happy State Bank, a division of Centennial Bank, reviewed the complaint and acknowledges that the customer felt concern with not receiving the level of service they deserve. Happy State Bank takes all complaints seriously and extends a sincere apology for any inconvenience created by the Bank's merger and conversion. The Bank has been experiencing extremely high call volumes and is working diligently on ways to improve efficiency. The Bank's internal call records indicate that the customer contacted the Bank's Customer Care Center (CCC) on 06.24.22 and 07.20.22, regarding mobile deposits. The CCC representative was able to answer the customer's questions and the Bank appreciates the opportunity to respond to the customer's concerns.Review from Dale T.
1 star06/14/2022
Fees are killers with this "professional" business. They will quote the fees, and then double to triple them when processed. They will add $8.00 fees to send you a piece of paper in the mail. When asked, they will state the fees were an estimate ... ANY professional company will know or at least find out the costs, versus triple the quote for these fees. Monies left over in the account from the precious metals purchase, will vanish over time even when the fees are paid in full each and every time! This is THEFT, plain and simple! VERY UNPROFESSIONAL BUSINSESS!!!!Happy State Bank & Trust Company, a Division of Centennial Bank Response
06/29/2022
GoldStar Trust Company sent a letter directly to the customer on 06.16.22, apologizing for the confusion concerning the estimated shipping fees and termination fees provided. After review of the account, an internal error was uncovered as well as an overpayment of $6.25. Due to the concerns this error caused, $156.25 was refunded. This included the overpayment of $6.25 and the full $150 termination fee.Happy State Bank & Trust Company, a Division of Centennial Bank Response
06/30/2022
GoldStar Trust Company sent a letter directly to the customer on 06.16.22, apologizing for the confusion concerning the estimated shipping fees and termination fees provided. After review of the account, an internal error was uncovered as well as an overpayment of $6.25. Due to the concerns this error caused, $156.25 was refunded. This included the overpayment of $6.25 and the full $150 termination fee.Customer Response
07/07/2022
GoldStar did send me a refund of the $156.25. Just about paid for the $170 of "underestimated" shipping quote. Would really like to know how the charges are figured. $68 to ship 55 Ounces and $91 to ship 200 ounces, and all of this COD. Why would a "Professional Company" charge the HIGHEST shipping possible unless they are HIDING more charges? Just does not make sense, but I am done with them. This is one hard lesson that I wish I could have avoided! May just help someone else out that this kind of "Business" doesn't hurt someone else.Happy State Bank & Trust Company, a Division of Centennial Bank Response
08/26/2022
GoldStar Trust Company takes all complaints seriously and has thoroughly investigated the complaint and the amount of the refund. The estimated shipping calculation is provided to GoldStar by the depository. GoldStar acknowledged that an inadvertent clerical error was made in communicating the quoted estimated shipping fees in the letter sent to the customer on June 1, 2022. However, the refund of the termination fee and overpayment amount credited to the customer as a courtesy on June 16, 2022, was sufficient to cover the amount of the shipping error. A letter was sent to the client on June 16, 2022, apologizing for the inconvenience cause by the quoted estimate and provided a check refund. GoldStar believes resolution of this matter is complete and requests closure.Customer Response
08/26/2022
Buyer beware! WILL NOT explain the enormous difference in shipping, and waits nearly 2 months to "investigate" this complaint. Do not do business with this non-professional company! They will not or cannot explain piss poor business practices! They USED to be a good company until they sold out to this crappy company! GOOD LUCK!
Customer Review Rating
1/5stars
Average of 4 Customer Reviews
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