GoldStar Trust CompanyReviews of goldstartrust.com

Last year I called to decline paper statements so I wouldn't be assessed a useless $25 fee, since I do all my business online. This year I was charged that fee. I called and waited 45 minutes on hold on the phone before an agent answered. He told me it was on record I called last year, so he'd have to check and see if they could remove that fee. He said they would email me and let me know. I never heard from him. I sent the company an email to see what happened. It was ignored. Weeks later I received a bill in the mail for the $25 dollar fee. This company's customer service is horrible. I'm looking at closing my account and transferring my assets to another company.

I share the sentiment of the other person that left a review. I have been trying for 3 days, holding on hold for hours and never being able to speak to a representative. I need to pay for maintenance with a credit card and NOBODY EVER ANSWERS THE PHONE. My next is also going to contact BBB. This is unacceptable for a business and has my funds.

I really dislike documenting negative information about a company or for that matter an individual. Not my top 10 things I like doing but my recent interaction with Goldstar Trust Company has left me disappointed. I guess the company has started focusing on increasing revenue by adding and increasing fees. My overall experience in the past with GoldStar has been positive. Particularly with the Rep Randy Brockley that I have worked with for over 20 years. Randy has been a solid resource of information. More recently I must advise that I have not had positive interaction with the 'Business Office' side of the house. I am down to two main investments and one I can't determine when it may be able to be liquidated. It has matured but evidently the borrowing entity is in default and I have no idea when I may be able to re-invest the proceeds from this investment. There is nothing on the Website. Nothing other than the listing of the investment. No statement records, no information as to maturity date or next actions and heaven forbid I try to call the 800 number. Don't do that unless you like staying on hold. My experiences is I have not been able to talk to a person directly for the past few times I have tried. I did get a response saying they have had 'higher call volumes' recently. Ok... if that is the case then staff up. That is not an excuse to fail to service current or future clients. The last straw has been a simple $25 fee for mail statements. I have been a client for 20 years and this is very recent. Evidently I was told that I ignored various mail notifications of this new fee. Maybe so. It could be that I am the only person that doesn't read every mail item they receive in detail. I have now changed to electronic statements but GoldStar refuses to waive the fee. I received a somewhat tersely stated response 'apologizing' for my inconvenience but that there would be no waiver of this fee. So....... congrats GoldStar, you have been paid the $25 fee but for that you will lose a long time client - that is as soon as I can figure out how long it will take to have my last investment available to transfer...... it has already matured.... and oh yeah.... I will have to pay an annual fee going forward as long as this remains in limbo. I guess that is not a bad business model for fee generation. Again... I consider this ridiculous that I need to warn others of how they could possibly be treated but all I can do is document the service I have received. Hopefully this is an outlier and they service other clients much better. That's enough from me. Happy investing!

horrible customer service, I have sat on hold during the business day for 2 hour, 2 days in a row with no answer.

Spent over 30 minutes on hold and never got to speak with customer service. You send emails that cannot be opened. I sent an email asking for help which has been ignored.

It's been nearly impossible to get anyone on the phone. Also once I get someone on the phone after very long waits, although all the staff has been kind and professional the information regarding fees and moving my account have been a bit inconsistent. That being said I love what Goldstar offers.

High efficient, precise service.

On the same day I got a letter that you have not received my money I also received a bill for $25 for paper transactions. I was never given the opportunity to do electronic transactions. I tried to call the number I was given on the letter and was on hold for over 30 minutes. I tried again and the same thing happened. I would like you to call me.