Customer Service

American Wealth Bullion Group LLC d/b/a American Wealth Group (“AWG”), a Nevada limited liability company · 304 S. Jones Blvd., #7711, Las Vegas, NV 89107

Have a concern? Email Corporate@awg-us.com or call 1-855-AWG-METL (1-855-294-6385) and ask for Customer Resolutions.

Our Promise to You

AWG wants every customer to understand exactly what they bought, what they paid, and where their metal is. If something goes wrong, or you think something went wrong, we want to hear about it quickly and fix it fairly. This Procedure explains how.

You received this Procedure by email and through DocuSign when you made your purchase. It is also posted on the Customer Service page of our website at theamericanwealthgroup.com/customer-service. We will send you a free copy at any time on request.

• Using this Procedure costs you nothing. There is no fee to file a complaint. Filing one will never affect your pricing, your orders, or how we treat you.
• You can go straight to a written complaint. You do not need to go through your sales representative first.
• You can contact a government agency at any time: before, during, or after using this Procedure (see Section 8).

1. What We Commit To

2. Deadlines That Protect You: Act on These First

Some rights in your Customer Transaction Agreement (the “Agreement”) have short deadlines. Using this Procedure does not extend them. If any of these apply, notify us right away, and then file your complaint.

3. What You Can Raise

You may raise any concern about your dealings with AWG. Common examples:

• Pricing: the premium, spot reference, or total cost differs from your invoice, or a premium exceeds the disclosed range.
• Sales conduct: anyone at AWG promised a return, predicted prices, guaranteed against loss, pressured you, or said anything that conflicts with the Agreement (see Disclosures K and Q).
• Orders and payments: order, payment, or refund problems, including a cancellation that was not honored.
• Delivery: late, short, damaged, or incorrect shipments.
• IRA funding: IRA funding or transfer delays. Your custodian and depository are independent of AWG, but we will help coordinate and document the issue.
• Buybacks: selling metal back to AWG, or the bid price you were quoted.
• Rare coins: a numismatic (rare) coin purchase, including its grade or price disclosure.
• Calls and texts: unwanted calls or texts, or a revoked consent that was not honored.
• Privacy: privacy or the handling of your personal information.
• Exploitation: concerns that an older or vulnerable customer may be the target of financial exploitation.

4. How to Submit a Complaint

Step 1: Informal resolution (optional)

Many questions are resolved quickly by your AWG representative or our Customer Service team. If you are not fully satisfied within five (5) business days, or if you prefer not to involve your representative, move to Step 2. If your concern is about your representative, go directly to Step 2.

Step 2: Written complaint to Customer Resolutions

A written complaint opens a formal file and starts our response clock. It also satisfies the notice requirement in Section 48 of the Agreement and pauses the time to bring a claim. Submit it any of these ways:

Please include (the form in Appendix A covers all of this):

• Your name, phone, email, and mailing address.
• Your order or confirmation number, and the transaction date.

• Whether the purchase was for an IRA, and the custodian and depository names.
• What happened, in your own words, and who you spoke with.
• What you would like us to do to resolve it.
• Copies of anything helpful: your invoice, statements, photos, emails, and texts.

An incomplete complaint is still a complaint. We will accept it and ask for anything we need.

How we investigate

• Your complaint is handled by AWG Compliance, never by the representative involved in the transaction.
• We review the recorded order confirmation call, your invoice, payment and shipping records, and our communications with you.
• With your written authorization, we contact your IRA custodian, depository, or carrier.
• We may call you to understand the issue better. With your written authorization, a family member, trusted contact, or attorney may join or act for you.

Our written response

Our response will state what we found, what we will do, the reasons for our decision, and how to request Executive Review if you disagree.

Step 3: Executive Review

If you are not satisfied with our Step 2 response, you may request Executive Review by email, mail, or phone within thirty (30) days of receiving it. An AWG officer who was not involved in your transaction or the Step 2 review will reconsider the full file. That includes anything new you provide. The officer will send a written decision within fifteen (15) business days.

Step 4: Formal dispute resolution

If your concern is not resolved, or if thirty (30) days pass after AWG receives your written complaint without resolution, either party may proceed under Part VIII of the Agreement:

• Small claims court. Either party may bring an individual claim in small claims court instead of arbitration (Section 49).
• Binding arbitration. A single arbitrator of the American Arbitration Association decides under its Consumer Arbitration Rules. The hearing takes place in Clark County, Nevada, in your home county, or by phone or video, at your choice. AWG pays all AAA filing, administrative, and arbitrator fees for claims you bring, unless the arbitrator finds a claim frivolous (Section 49).
• Individual claims only. Claims are individual, not class claims, unless you opted out of the class action waiver within 45 days (Section 50). Nevada law governs (Section 51), including the Nevada Uniform Arbitration Act (NRS 38.206 to 38.248).

5. How We May Resolve Your Complaint

Depending on what we find, a resolution may include:

• Correcting an order or invoice.
• A full refund of an order cancelled within the cancellation period.
• Refunding any premium charged above the disclosed range.
• Replacing or refunding a shipment that was lost or damaged in transit, or a product that was defective or not as represented (Section 16; NRS 599B.190).
• Correcting records, and coordinating corrections with your custodian or depository.
• A written correction of any misstatement made by an AWG representative.
• Stopping marketing contact and confirming your revocation in writing.
• Corrective action, retraining, or discipline of AWG personnel.

Offering a resolution is not an admission of liability. Accepting a resolution does not waive any right you have under law that cannot be waived.

6. Your Records

On written request, at no charge, we will provide copies of:

• the recording of your order confirmation call (Section 43);
• your invoice (Order Confirmation);
• your signed Agreement and this Procedure; and
• our written responses to your complaint.

7. Customers Age 60 or Older, and Trusted Contacts

• Every complaint from a customer 60 or older is reviewed by a senior AWG officer (Agreement Section 47; NRS 599B.270).
• You may name a trusted contact person we can reach if we cannot reach you, or if we have concerns about your welfare or possible exploitation. Naming one does not give them authority over your account.
• If we suspect financial exploitation, we may delay or decline a transaction. We may report our concern to Nevada Adult Protective Services or law enforcement (NRS 200.5093).

8. You May Contact a Government Agency at Any Time

Nothing in this Procedure or the Agreement prevents or delays you from contacting a regulator. AWG will never retaliate against you for doing so (Section 48(d)). Agencies include:

9. How AWG Manages Complaints Internally

• Every written complaint is logged with a reference number, the date received, a category, the handler, and the outcome.
• Complaint files are kept for twelve (12) months after the complaint closes. Recordings, invoices, and transaction records are kept for at least 5 years under AWG’s record-retention schedule.

• Compliance reviews complaint trends at least quarterly to find and fix root causes, including sales-practice and disclosure issues.
• Representatives may not discourage a customer from filing a complaint or contacting a regulator. They may not offer anything in exchange for withdrawing one.
• Complaint information is kept confidential. It is shared only as needed to investigate, with your custodian, depository, or carrier as you authorize, or as the law requires.

10. Relationship to Your Customer Transaction Agreement

This Procedure is incorporated into the Agreement by Section 48. If they conflict, the Agreement controls. The exception: any longer period, added remedy, or greater protection this Procedure gives you applies.

AWG may update this Procedure for future transactions. The version delivered to you at the time of your purchase governs that purchase, unless a later version is more favorable to you.

Appendix A: Customer Complaint Form

Use this form, the online form at theamericanwealthgroup.com/customer-service, or your own letter or email. Send it to Corporate@awg-us.com or to the mailing address in Section 4.

What happened?

What would you like AWG to do to resolve this?

• ☐ I authorize AWG to contact my IRA custodian, depository, and/or carrier about this complaint.
• ☐ I authorize AWG to discuss this complaint with: ______________________ (name / relationship / phone)

Signature: ______________________________ Date: ______________

Questions? Call 1-855-AWG-METL (1-855-294-6385) or email Corporate@awg-us.com. Keep a copy of this Procedure with your Agreement and invoice.

Legal authority: NRS Chapter 599B (including 599B.190 and 599B.270 to 599B.300); NRS Chapter 598; NRS 41.1395; NRS 104.2725; NRS 38.206 to 38.248; NRS 200.5093; NRS 200.620.