Sounds pretty dodgy to me. They have a clear unobstructed video of them opening the package and only having one part of your submission inside but they can’t share it with you? Why not? It’s not against GDPR to send you some stills or the portion of the video with your cards being opened. The only person in the video will be an employee, blur them out if you’re that concerned about their identity.
It doesn’t mean they are lying of course but I think it’s very convenient they have done a check and found exactly what they need to get rid of their liability but can’t show you.
I always feel like the refusal to share video does more to hurt the trust in what they are saying than help them from whatever legal issues they are trying to avoid
Just a note: To my knowledge, it has always been PSA’s policy to withhold videos from customers. It must be a requirement by their legal team. I imagine that the only way to access the videos would be through discovery/litigation.
Keep pestering them, though. If you make a loud enough noise, they are bound to listen and look again. It’s OK to be a Karen when companies are being purposefully unhelpful.
Yeah agreed. I have seen them say they cannot provide the video evidence.
I will continue to pester and call daily to see what can be done.
The timing of everything is odd as well. I had just gotten off the phone with a different CS rep asking if they had any updates. The CS rep told me they would contact the original CS rep handling the report.
1 hour later, I got the email saying it’s been reviewed, and the submission was not there. (This is after waiting days with no word from them.)
I’m very sorry to hear that you’re going through this. While I don’t buy, sell or grade cards myself, these kinds of stories would definitely cause me to think twice if I were considering it.
Something like this happened to me last year where it was one order, but 70% of the cards were missing. They also tried to say maybe i didnt send the cards (obviously i did), or they were stolen in transit (doesnt make sense bc who would open a package, steal some cards, then reseal it). To me, this seems like them misplacing cards, or messing up in some way, and then kinda just saying “it wasnt me.”
Im from Canada, so the entire process of even trying to get in touch with someone took weeks of nonsense back and forths separated by extended periods of silence. After a while, they ended up ghosting me for like 10 months. I will at least say, they eventually made it right and more or less resolved the situation for me, but it literally took a year.
Unfortunately it seems this is becoming more common (at least ive been hearing about it more), with not much one can really do to hold PSA accountable. All i can really say is the squeaky wheel gets the oil, so just be annoying and persistent. Good luck, i hope everything works out and your cards are found.
Really crazy that something similar happened to you.
I would love to hear some details on what exactly happened.
They claimed some cards were missing, but you shipped them the entire submission.
Did anything you say help expedite the process?
Did they tell you the camera footage shows the cards not to be there? Honestly, any details would help.
A community member put me in touch with the head of the TCG department. Currently, I have a call planned with them for next week to dive deep into the issue. I’m really hoping they wont just say, “The camera shows no submission, sorry”.
So, PSA not providing video evidence is no surprise. I used to work in a grocery store and we would not provide video to customers even when we had something. It’s a common policy and it’s in place for many different reasons.
What you SHOULD do is tell them you want them to provide the video to the police department to file a police report. While you still won’t get that video even using the police, what happens is it becomes evidence. At which point if this goes to court you can then review it in the discovery phase.
You put them in a bit of a catch 22. The don’t provide the evidence despite saying they have it? Then it’s possible to prosecute for destroying evidence. Video is inconclusive? You can make the argument they lied. Refuse to work with police? Bad look in the public eye. All of which are arguments in your favor. AND should the video clearly show it’s not there and still sealed? Clearly you can review it for yourself and see what you might have done wrong.
Just to confirm (I may have missed it), but you had both orders packaged together and included two entirely different order forms in the box? The only reason I ask is if you put both orders on the same form, had the forms stapled together, or forgot to package one of the forms, they may think both stacks of cards were part of the same order when reviewing the footage.
This probably doesn’t help, but hopefully it’s a simple misunderstanding and they get it figured out. It’s not uncommon for regular service and bulk service to take a couple weeks to process, I wouldn’t lose hope yet.
@PokemonClassics
That is correct. I had two entirely different order forms inside the box. Both of them were separated completely. It was essentially 2 bundles of cards inside 1 box.
Hoping this gets resolved for you! Things are definitely not adding up. I have had great luck with Nat personally handling problems for me when sending a tweet out to him on X.
I’m not sure anything I said really helped expedite the process. They seemed reluctant to really tell me much at all. I even asked if PSA had any guidelines to possibly avoid something like this happening again in the future, but they just redirected me to their shipping page, or whatever. I said I wanted to speak to a supervisor and speak to someone above the person I was talking to, which seemed to be effective, but that was also when the communication went silent for 10 months.
They said they reviewed the camera footage and it showed the other cards were not there (but even if that wasn’t the case, would they really be honest about it? Like PSA really has no reason to cop to that, the ball is in their court at this point). Once I started asking if the cards may have slipped out in the box or been misplaced/ mishandled by PSA, suddenly the box “appeared to have been tampered with in transit.”
I know this is incredibly frustrating and upsetting. I’ve heard stories where the cards turn up; obviously, that didn’t happen for me, but I think it’s still too soon to say they’re gone for good.