ComplaintsforiPostal1, LLC

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On February 26, 2022 I opened an account with ipostal. I was unable to use it immediately because I had to deliver a notarized form. I did so on March 18th. On March 19th the account was approved and I was supposed to be able to accept mail. I had one piece of mail sent to the ipostal private mailbox as a test. I was under the impression with my account that 30 pieces of mail were allowed at no additional charge to forward to one address. I noticed the address on the account was my old address and I had moved so I attempted to update the address using the ipostal 1 app. I didn't receive my first pieces of mail to ipostal until May 12th due to the aformentioned issues (only 2 pieces). After several back and forth emails regarding the technical issue of not being able to update the address, an agent over the phone told me I could use a neighbors address. Rather than have to pay to have the fee to have it delivered to my neighbor I chose to pick up. On 6.9.22, I paid $3 to pick up two letters. These business practices are in bad faith. They see that as a customer I have paid $30 in monthly fees from 2.26.22 to 6.9.22 and have been unable to use the service properly because their system can't forward mail to my address so I had to go out of my way and at this point I'm paying for a service I can't use. On 6.10.22 I called to cancel. The agent stated that because I was within the 6 month period and as I had not used the mail forwarding service at all I could receive a refund of $75 or more. On 6.17.22 I noticed the account was still active. I made several attempts to contact via phone, chat and email. There was no response from the company. On 6.20.22 I attempted to contact again & received a cryptic email from ************ stating the account was cancelled & an incorrect refund amount applied. No receipt provided. ******** on chat stated they are not allowed to provide a receipt which I find unethical. I simply want the full refund originally promised as well as a receipt.

  Business response

  06/22/2022

  Thanks for writing in to us. We apologize for the issue regarding the faulty address. **************** has been in touch with you. Your account has been cancelled and refunded for the unused months for a total of $74.25. Receipt of this transaction will appear when the refund has processed. We trust that the steps we have taken will settle this complaint.

  Customer response

  06/24/2022

  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 business did not refund the specified amount ($74.25) nor provide me with a receipt for the amount the business claimed to refund. Please hold them accountable for providing receipts to customers as is typical business protocol. Without a written record, there is no proof the business will indeed follow up on their claim which they are very well aware of...

  Thank you BBB.

  Warmly,

   

  *******

   

   

   

   

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

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

  Business response

  06/27/2022

  According to our records, the refund was requested on Tuesday, June 21. Please allow 5-7 business days to see the refund and receipt.

  Customer response

  06/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid them $39.99 per Month for the last *************************************************************************************************************************************************** per their customer service and I never received that either. I am in new business and cannot afford this and I think this is fraud or scam. I signed up recently to *************** only to find out that the point of contact person is the same for both iPostal1 as well as ***************. You cannot convince me that in an entire year since June of 2021 I have not received one single piece of mail for a new business and at least offers a offers of we want your business not one thing. I have no way of uploading my receipts because it was debited from my business account but I can get a print out if I need it. IPostal1 is well aware that they've been debating my account.

  Business response

  06/16/2022

  Thanks for writing in to us. We are sorry for the difficulty you have experienced with your **************** of our **************** representatives has contacted you. We have refunded the last 5 subscription fees, and will look into refunding previous months as well. We would be happy to help you switch to another location that provides the high level of service we expect for our customers. We trust that the steps we have taken will settle this complaint.

  Customer response

  06/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the SECOND email that I have sent to this company. I have cut and pasted below.(beginning of email) I spoke with someone in the ************** two weeks ago regarding me sending a request for my mail to be shipped to me. After two weeks of my receiving the mail, I called the store directly to see what the issue was. I was told that day that my mail had been shipped a few days before. This was discouraging because in the system it stated that the mail was shipped WEEKS ago, however, I waited to receive my mail. There were 3 pieces that I should have received. To this date, a month after my initial request for my mail to be sent, I still am missing 2 pieces. This is absolutely unacceptable and there should be some kind of tracking provided to see where this mail is. I am paying for a service that someone can just say they sent my mail without being able to prove it. This needs to be investigated or I will have to take it upon myself to get the right agencies involved for me to get mail that is important for the success of my business and my hard earned money being given to a company that is supposed to hold BUSINESS matters in great regards. So my question now becomes, what is to be done about this on Ipostals end? Now if I do happen to receive the mail at this point, that would be great, but the fact that the system says shipped, the customer rep at the store says it was just sent a day or two before my call, it takes a month or more to receive and no one can TRACK where my current letters are THIS. This is unprofessional. I am very upset and not happy at all! (end of email)This company has not taken my concerns serious. I have sent a couple more emails since then, spoke with the actually satellite company they use and I am getting the run around.

  Business response

  05/19/2022

  Thanks for writing in to us. We apologize for the difficulties you have experienced regarding your center and mail items. We want you to know that we do take this very seriously. Our **************** has been in contact with you. They have also been in contact with your mail center and there should not be any delays with task completion going forward. We have also refunded all shipping charges associated with these mail items. We trust the steps we have taken will settle this complaint.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been attempting to contact the company for months in attempt to cancel the service. I have no been able to reach someone by phone and/or email. I want the service cancelled and charges explained to me.

  Business response

  05/19/2022

  Thanks for writing in to us. Our **************** team attempted to contact you regarding the nature of charges. We are happy to explain further when we receive a call back. According to our records, we do not see any phone calls or emails that were not responded to. We will attempt another call to explain charges and cancel your account, if that is what you choose. We trust the actions we have taken will settle your complaint.

  Customer response

  05/25/2022

  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:

  I have can find proof with my cellphone carrier of my call records as well as find the emails that were sent if you need. 

   

   

   

   

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

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

  Business response

  09/02/2022

  Thank you for your patience on this matter. Our team has refunded you for any charges after the date you had originally wanted to terminate your account. We trust that the steps we have taken will settle your complaint.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a yearly plan for $99 on 03 May 2021 - The subscription includes two free months as indicated here. **************************************************************  On 02MAY2022 $99 was taken from my bank account. This is incorrect because I should have been billed 01JULY2022.The company has not returned my call or email. I want to cancel my account and a full refund of $99

  Business response

  05/04/2022

  Thanks for writing in to us. If you select the monthly $9.99 plan, you will end up paying $119.88 for the full year. By choosing the annual $99 plan, you are saving a total of $20.88 which is essentially 2 months free (actually a little bit more!). We apologize for any confusion. Your account has been canceled as per your request. We will refund you the $99 renewal charge. We trust the steps we will take will settle this complaint.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my service without using it after less than 24 hours. I expect a refund per the iPostal1 policy. However, I have not received a reply after emailing 4 times over the period of a week.They need to refund my money.Thank you.*********************** ************

  Business response

  03/29/2022

  Thanks for writing in to us. Customer Service has contacted you. We have canceled your account and refunded the charge. We trust the steps we have taken will settle this complaint. 
  

  Customer response

  03/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Wed, Jan 19, 2022 at 4:48 AM iPostal1 Support <**********************************> confirmed that "As per your request, your iPostal1 Digital Mailbox has been cancelled."They have since continued to charge me for ******** February and March. I have contacted them the same way I requested for the cancellation and have received no response or a refund.

  Business response

  03/30/2022

  Thanks for writing in to us. We apologize for the delay in cancelation and the inconvenience that caused you. Your account has been canceled and you have been refunded for the months in which you should not have been charged. We trust the steps we have taken will settle this complaint.

  Customer response

  03/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an account with iPostal1 for a virtual mailing box. At the time of creating my mailing box I had listed our companies registered *** name in the company field, as we were going to primarily use this mailing box to receive any customer returns.I realize after submitting the paperwork that would need to include our incorporated LLC name on the mailing recipient field alongside the **** ie; "Example LLC - *** Example" so that it includes not only our incorporated entity name as recognized by the Secretary of State, but also our customer facing *** name.They are the same business entity as recognized by the Secretary of State. The *** is held by the incorporation and all business associated with the *** is routed up to the incorporation. This is why it is imperative that both the incorporation and the *** have the same mailing address.After speaking with two representatives at iPostal1, ******* and *******. I was told they would not allow me to update my company name. They said they can only list 1 business per mailing box. I expressed several times this is the same business, and everything conducted or receive is from the same incorporation, but some mail may need to come in from the **** They said the **** requires that only one business can receive mail to a specific address, they repeated several times that two businesses cannot hold the same mailing address. This is inherently false.This is a clear example of iPostal1 lying and attempting to make a sale on a second mailing box to benefit themselves at the harm of our business. I asked ******* to please send over the **** clause which states as she said "two businesses cannot share the same mailing address"I have yet to receive this email from ******* outlining and referencing the reason they are declining my request. They are claiming the **** does not allow them to list both an LLC and it's subsidiary on the same mailing address to make a sale and it is disgusting business practice.

  Business response

  03/17/2022

  Thanks for writing in to us. We appreciate your feedback. Our **************** has responded to you concern. This has opened a conversation within management and when any change surfaces, we will let you know. We apologize for the inconvenience.

  Customer response

  03/18/2022

  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:

  This has not resolved my issue. The company has acknowledged they are hiding behind fabricated terminology from the **** and an "internal conversation" within the company that will probably never happen is not a solution to extorting customers for more money in order to have a mailbox setup correctly. It also does not resolve blatant lies being they are training their employees to spew in order to deceive them into paying them more money.

   

  They are implying that a DBA constitutes being recognized as a separate business all together, whereas a DBA is simply an alternative name the same business is allowed to go by. To say you cannot list both an incorporated entity name and it's held DBA on a recipient field because they are different businesses is inherently false, and a twisting/manipulation of reality so they can scam customers into paying them additional subscriptions. 

   

   

   

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

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

  Business response

  04/01/2022

  We truly apologize for the inconvenience and appreciate your patience as we investigate this situation. Please bear with us, as we are working hard to come to a resolution soon.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase this service 9 months ago in order to receive a virtual address. The company never serviced me an address but continued to take money from my account. I have been trying to contact someone for 30 days and no one has responded. iPostal illegally removed a monthly fee for a service they weren't supplying.I would like my full refund for each month I paid for their service, approximately $90.

  Business response

  03/14/2022

  Thanks for writing in to us. Your account has been closed and your latest subscription charge has been refunded to you. We trust the steps we have taken will settle this complaint. 

  Customer response

  03/15/2022

  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]

   I requested a full refund for the months I didn't receive service. The company has failed it's duties to provide adequate customer service.

   

   

   

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

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

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello there,I have an Ipostal1 Box at the Staples in *********, **. I have had several packages in storage there for the past few months as I travel for work. I have been paying the storage fees on auto deposit. I recently had them sent to me about 1 and half to two weeks ago. Two of the packages I requested never came, despite them showing as being consolidated in a package on the iPostal1 Online Portal. A couple pieces of mail I asked to be discarded were sent to me, as well as two pieces of mail I never requested to be sent.After calling the Staples location and speaking to the rep I was informed my mailbox was empty. Which according the online portal, should not be the case. One package in particular contained a copy of my birth certificate from the ************** of ***** Records. I was informed this package was not there. As well as the two packages I had requested to be shipped were also thrown out, instead of being shipped to me in a consolidated package.In the case of the birth certificate package, I never requested any action be taken against it in the secure online portal. I had it stored there as iPostal1 locations are supposed to be secure and confidential locations. It is unopened. Throwing out mail is known as obstruction of correspondence which is a felony. I would like this situation rectified.I want repayment of the fees I paid to have the three packages stored there, as well as any shipping costs incurred due to me requesting a consolidated package. I would also like to receive a sum of money so I may reorder a new birth certificate from the office of vital records. I would also like the employees fired, and charged with obstruction of correspondence.I will be contacting the local post master as well.I have attached an image of the picture showing Birth Certificate as still in mailbox from iPostal1 ones online portal, yet **** at ******* confirmed its not there.Have a nice day.

  Business response

  02/24/2022

  Thanks for writing in to us. We take this information very seriously, and apologize for the issues you are experiencing.
  What you describe is certainly unacceptable and steps will be taken to correct this situation.
  The Staples Loss Prevention Team will be informed. A representative will then contact you directly.
  We will continue to coordinate our efforts with Staples to resolve this situation.

*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. ↩