ComplaintsforiPostal1, LLC

• Initial Complaint

  09/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  You billing system is not working properly and I cannot make a payment. My credit union says they see nothing coming in from you guys when I make a payment you system keeps saying my address is wrong but, my address is correct. Can you guys please explain to me the issue you are having on why my payment is not processing as I already spoke with my credit union and I believe I was hit with a fee and I need that fixed.

  Business response

  09/30/2022

  Thanks for writing in to us. According to our records, your account is up to date and we see the new card on 9/26 was added successfully. We trust that this will settle this complaint.

  Customer response

  10/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My issue is still not resolved. Not matter which new card I add from my credit Union your system will not take it. However, when I add a card from other financial institutions your system accepts it.

  I know I am putting my address in correct but, I would like to add my business debit card on to my account but, I cannot. Somebody emailed me but, never responded back to my email. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer response

  10/20/2022

  Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: [Your Answer Here]

   may not have been clear in my last request when I sent it off that I was not properly assisted with. My credit union is saying they are receiving anything from you guys to be rejecting any charges. Your system keeps saying my address is wrong when it isnt and your system is not charging my card which put me at risk of the additional fee. Replying to my request saying another card/ credit union that is unrelated to the issue isnt helping or resolving my issue. Yes, Im 100 % aware I added another card. I had to because, you system wont take any of my cards or charge them thats with my credit union and I need to get to the bottom of whats going on please & not have these fees charged. Again, my credit union never receives any transmissions for them to reject they havent rejcted anything or said anything was incorrect becaus,your system is not sending it. **** reached out to me and never responded back and he sent me a generic response

  .Desired Resolution / OutcomeDesired Resolution:Refund 

   In order for the BBB to appropriately process your response, you MUST answer the question above.Sincerely,*************************** 

  Business response

  10/26/2022

  We apologize that our system is not able to accept your credit card. Although this infrequently happens, it does not mitigate your frustration. Unfortunately, it is out of our control. We are working to correct this, as we are moving to a new system and expect to have it available in the first quarter of 2023. Our Customer Service team has offered to work with you to refund any charges that incurred due to the issue at hand. We can also work with you and your mail center to make arrangements to have any mail that is currently in your mailbox forwarded to you. We trust that these steps will settle this complaint.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  iPostal1 is overcharging me every single month for extra storage used even tho I never extended or requested any extra storage use. The range of the fees started on $2 now they are around $6-$10 a month extra. I have to all the time emailing, and chatting requesting refunds for their system issue that last for almost a year and no apologies, no satisfactions, nothing. They just think I am not checking my bank account statements.. ************** marking my mail as pick up on time and they anyway still charging me for extra, pretending that they don't know anything. It is unacceptable from the business do this kind of things.

  Business response

  09/30/2022

  Thanks for writing in to us. We are sorry for the inconvenience you have experienced with your pickups. According to our records, our **************** team has apologized and worked with your mail center to mark your items as picked up as well as refunding any incorrect storage fees. One of our representatives has contacted you and has added four free months to your subscription. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This account is for a virtual mail service box, which has not been virtual at all. The location ********** provided the following: No virtual mail service : 3/21/2022- 8/30/2022 Support Ticket for no scans ($60.00)Notice in less than 7 days of business closure +20 Days of holding mail Additionally due to the short notice of location closing provided our business has suffered a loss of $492 for pre-printed business letterhead, envelopes, mailing labels, and contract documentation. On August 28th you provided the notification that the location transfer would send mail to the new location. Tracking was not provided and the below email reveals that mail still has not transferred after +20 days of just holding mail? The improper mail handling and lack of digital mail service is not only completely unprofessional for a paid service but a violation of the **** Services at Non-Postal Sites (CMRA) agreement and 18 U.S. Code **** - Obstruction of mail.

  Business response

  10/12/2022

  Thanks for writing in to us. We appreciate your patience as our **************** team works with your mail center to investigate the situation and address any issues.

  Customer response

  10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  an acknowledgement of lack of service and A refund has not been issued in a timely manner. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  10/26/2022

  Your mail was forwarded to your new location. Your previous mail center consolidated your mail into one package, causing some confusion upon arrival. Our **************** team has contacted your new mail center to open the package and insert each mail item. Your previous mail center has agreed to forward any mail they receive for you in the interim. We apologize for the difficulty you've experienced. Unfortunately, it is inevitable that some of our mail center partners will close. You should have a much better experience going forward. We trust that the steps we have taken will settle this complaint.

  Customer response

  10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Ipostal LLC did not provide a digital mail service which they received payment. A Refund for $60.00 is the resolution.

  The technical support ticket and reason for no service are the responsibility of Ipostal LLC and affiliated locations. (Attached)

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 8/29/22 I purchased a mailing address at ************ for myself and my spouse. US ************** requires a notarized form ****. Having difficulty finding a physical Public Notary willing to notarize the printed out form (iPostal1 puts signatures on one page, but the notarization is on a separate page), I went with the online ipostal1 partner organization ************ to notarize the document. IPostal1 assured in their FAQ that both my wife and I could sign and notarize the document this way. WRONG. ************ only does one single signature per document. Three days after notarization I get an email from iPostal1 telling me to upload my wifes ID. I did that, but despite several uploads, my iPostal1 account only shows docs submitted directly by **********. I went to the local Staples at which I purchased the mailing address, but all they could see at their end was that the account is pending. They would not scan/upload my wifes ID. I filled out a contact us form at ************ explaining the situation (including that their partner organization will not notarize two signatures on one form). They completely ignored the issue and asked me to upload or email pictures of my wifes ID to them. I did both. Again. No response or change in status of my online iPostal1 account. It boggles my mind how BBB can give a company like this an A+ rating.

  Business response

  09/23/2022

  Thanks for writing in to us. We apologize for the inconvenience you've experienced while setting up your account. Our **************** has been in touch with you. We have extended your subscription by one month and will provide you with assistance in completing your account setup as quickly as possible. We trust that the steps we are taking will settle this complaint.

  Customer response

  09/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   iPostal1 asked me to make changes to an already notarized form and then resubmitting it  Im no lawyer, but that sounds illegal  I am canceling my account and will look for a more trustworthy business.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  10/06/2022

  Our **************** has reviewed your situation and confirmed that your **** form was correct, however, they could not proceed due to lack of valid IDs. We have refunded your subscription. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We got and ipostal box and they lied about the mailboxes and charge me hundred and fifty dollars. So now am trying to get the po box for monthly because they have my mail. Been trying to reach them for 3 days no one is answering me. Leaving messages and no response. They have my mail and would not let get my mail. Can you please help me . The business name is ipostal LLc.

  Business response

  08/31/2022

  Thanks for writing in to us. According to our records, our **************** team has been in contact with you and assisted you over the phone to adjust your plan to the annual Green plan 30. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  April, 2022. I used ipostal1 shipping service to ship a product to my Arcadia address by ****** (The product worth $8300). The ***** never delivered the package to me. iPostal1 sent me a email said "they have been experiencing an internal issue with *****" . My package was still hold by ***** and won't release to me because ipostal1's "internal issue" with ******

  Business response

  08/31/2022

  Thanks for writing in to us. We appreciate your patience as we investigated this situation. An internal agent was assigned to work with ***** to get the item delivered to you, if possible. Our **************** team can file a claim for your shipment, if you so choose. Because there was no insurance purchased on your item, we would only be able to reimburse you a maximum of $100. We trust that the steps we will take will settle this complaint.

  Customer response

  09/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  the value in my package is more than $8000. I can provide receipt. $100 is not acceptable. And I want to get back my package back. It was hold by ***** solely because 1postal's " internal issue" with *****. 

   

   

   

   

  Sincerely,
  ***** ****
  
  
  
  
   
  

  Business response

  10/21/2022

  Our **************** has been in touch with you. We understand your frustration. While our team has worked closely with ****** they no longer have the package. Their policy is that they hold the item for 15 days and then dispose of it. The shipment was held by ***** not iPostal1. Since there was no additional insurance purchased for the shipment we are unable to reimburse you the full amount. We are only authorized to provide you with $150.00 over the insurance amount we provide. Our team has offered to mail a check to you. Again, we apologize and have done everything in our power to assist you. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am opening this BBB complaint due to I postals failure to deliver the service that I paid for and their failure to follow up on my complaint.On Aug 19, 2021 I subscribed to iPostals mailbox service. After forwarding my mail and not receiving anything I decided to mail something to myself. That particular letter did not arrive at which point I contacted Ipostal via chat and I attempted to mail myself two more items. Those items did not arrive over the course of a few months.After several calls I was finally able to to get someone through their online chat. After explaining to them that my mail was not arriving and that I needed to cancel and have a refund of the complete service I asked him to verify my address. I was provided a completely different address than what I was provided when I initially signed up. Its my belief that my mail was going to a completely different address... One that I had no knowledge of and was no the address that I was originally given. Because of this I am requesting a full refund of all subscriptions paid from day one because I never received a properly delivered service.The address that I was provided when I initially signed up is:*** **************** ***** ********* ********************** I asked if these addresses change randomly, I was told yes they can, if a location closes, but mine had not been changed.So there was no way I would ever have received my mail or the letters that I mailed myself. I have also just spoke with someone today prior to opening this that confirmed I was given an incorrect address. Due to my account being closed he could not offer a refund, but I stated it was closed due to me being charged and never actually receiving my mail. He offered to escalate it, which I am awaiting prior to submit. No Resolution.Both support reps have acknowledged that I received a different address that what was actually assigned to my account, during the call today, which can be provided by audio. I WANT A FULL REFUND!

  Business response

  09/06/2022

  Thanks for writing in to us. We apologize for any inconvenience you've experienced. We are not sure what went wrong with the address, as we provide customers with the address for the location that is in our system. Our **************** team has contacted you and will refund you. We trust that the steps we are taking will settle this claim.

  Customer response

  09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Thank for your response. I have also replied back to your email. I do see a partial refund has been provided. Thank you. Please provide a shipping confirmation or receipt for the remaining check refund that was mentioned in the support email.  Thank you in advance for working with me to resolve this issue. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  09/12/2022

  We are happy to help in any way that we can. According to our records, one of our **************** representatives has tried to contact you to confirm an address to send the check to. Without that information, he was only able to refund the partial amount you were referring to. Kindly please respond to him with the address to settle the remainder. Thank you.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been paying for a digital mailbox service through iPostal1 and they have not been able to deliver on a single request. Their entire business is to receive mail on your behalf and to forward you a scanned copy digitally, but I have run into significant delays on a time-sensitive matter and nobody can help me. It's now nearly a week later and I still do not have any idea what's on the letter. **************** representatives cannot help. They say they will escalate and email me 'when they are able'. The supervisor that handled my escalation just simply parroted what the other rep said and ended our conversation before I had a chance to reply. It's frustrating enough dealing with poor customer service but this company is not even delivering on a service I paid for. I'm simply shocked that there is such a lack of ownership and responsibility at this company. They should not be allowed to charge for their services as they obviously cannot deliver.

  Business response

  08/12/2022

  Thanks for writing in to us. We are sorry about the delay in service. Our **************** team has contacted you regarding having your letter forwarded to you, per your request. Your mail center has been contacted as well, to ensure that tasks are completed in a timely manner. We work closely with our mail center partners to ensure that our standards of service and quality are maintained. This does not mitigate the frustration that you experienced. Our team has refunded the last month of your subscription. We trust that the steps we have taken will settle your complaint.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have sent several emails, called and stopped by the location to try to resolve this. Instead of ever receiving g a call back or any help they keep billing me every week for packages I picked up weeks ago! I have received several emails stating they are busy and giving me a service ticket but then nothing! They have billed me for more than 400 dollars since I picked packages up.

  Business response

  08/09/2022

  Thanks for writing in to us. We are sorry about the incorrect storage charges. We have followed up with your mail center and you should expect a better experience moving forward. We have refunded the 3 storage amounts billed to you. You will see the refund in your account within 5-7 business days. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This business has been a problematic one since I started with them:- After I signed up and paid they sent a message saying that they would not service my acount until I could come back in (I was out of town) and sign something due to their mistake.- They opened my mail on one occasion.- They cant forward mail.- On many occasions they have tried to charge my card for storage that did not occur.I now need my important mail forwarded and have been trying to get that done for many months. They want a card on file (that they can charge whenever they please) to allow this. Problem is: they have a bad track record of helping themselves to peoples credit cards when they arent entitled to them. I am willing to pay for forwarding but not to give them a card they can charge whenever they please for whatever amount they please.

  Business response

  07/07/2022

  Thanks for writing in to us. We are sorry for the difficulty you have experienced with your mail center. We have refunded all storage fees and have escalated the issue to the executive team so your center processes pickups correctly from here on out. We trust that the steps we have taken will settle this complaint.

  Customer response

  07/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]
  My request continues to be that you would forward me my mail this one time. I can pre-pay by mailing you a check or you can let me know the amount afterward, and I can pay.  However based on whats been going on I cant trust you to keep my credit card number on file to charge for whatever the amount ends up being. Instead I promise to pay you for the service. I believe you should be willing to do this because for one its not very much money and for two this fiasco has been going on for a very long time.  I feel that I have a proven record of trustworthiness with ability to pay, while your organization has a proven record of non-trustworthy behavior when it comes to having peoples credit cards on file.  Thus, I think instead of you not trusting me to pay and demanding my card first, the scenario should be reversed where I dont pay until you provide services.  Thank you.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  09/22/2022

  According to our records, your mail has been shipped to you, free of charge, and was delivered on 9/19. The issue with the incorrect storage has been resolved and our team, as well the Staples executive team has spoken with the store to ensure better service moving forward. If you would like to continue to use your digital mailbox to receive mail, you will need to add a form of payment to your account (Paypal or a credit or debit card). We trust that the steps we have taken will settle this complaint.

  Customer response

  09/25/2022

  Better Business Bureau:
  
  I received the mail last week finally.  I am willing to add a payment method for if I need to forward mail in the future based on the statement that the matter with attempts to incorrectly charge for storage has been fixed.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩