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So long story short, CGC did find the books and credited me for the extra charges. 

Update: last week after calling CGC they decided to push through the books they had, and would process the four books they claimed were missing if the were found. They also said they would review video once the person with access is available.

On Tuesday the four missing books were added under a new submission number, and I was charged separate shipping & handling.

Yesterday I called CGC to talk about the charges that I didn't feel were justified and the customer service rep wouldn't talk to me because the account is under my wifes name, despite my name and email address being all over the account notes. I then asked to be transferred to billing since my credit card was charged and she just flat out said 'no' and ultimately hung up on me.

I was obviously furious over this treatment considering the stress the lost books caused in the first place, and on the second attempt at calling in, got a much more reasonable and personable customer service rep who was able to help.

As for the 4 books that were lost and found, I I'll be looking them over very very closely...

On 12/27/2022 at 4:03 PM, joeypost said:

Both. Two times it was a box that went unaccounted for, the last time was books that were entered into the system.

When they claimed the books were missing from the submission, were you able to get video of them opening the box? How did they explain finding the missing books they claimed you never sent? Appreciate this info!

On 12/27/2022 at 1:52 PM, joeypost said:

I have had books go missing for as long as a year. So far they have all been accounted for. Was I happy at the time? No. But out of the generosity of their heart, CGC expedited the grading when they found the books. 

Did the packages go missing? Or did books go missing from an opened package? 

Would appreciate any insight into anyone's experience with this, thanks and Happy Holidays!

A package containing 2 submissions was delivered to CGC 2 months ago. As of today, these books still have not been added to my tracking screen. I've called a few times about this and kept getting different excuses. Last week I got an email from CGCs receiving dept. saying 4 books were missing from my submission. The 4 books missing were smack in the middle of my submission, so I find it hard to believe. I've also submitted many many many times, and this has never happened. I would have also come across the 'missing' books around here at some point in the 2 months the package has been sitting at CGC since it was delivered to them. Has anyone had experience with this? I was told they open boxes on camera. Has anyone who has had books lost by CGC been able to view those videos?