ComplaintsforiPostal1, LLC

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  WHAT A COMPLETE DISASTER. I INITALLY CONTACTED IPOTAL/************ REGARDING A FEE THAT I WAS CHARGED. I WENT TO PICK UP MAIL AT *************************************************** AND THEY WERE CLOSED. THE WEBSITE WAS NOT UPDATED AND THERE WAS NO SIGNAGE THE FIRST 2 DAYS THAT I TRIED. I CALLED AND STILL NO RECORDING, ON THE 3RD DAY THAT I WENT IT WAS STILL CLOSED, NO NOTICE, NOTHING. I CONTACTED IPOSTAL REQUESTING A REFUND FOR THE ADDITIONAL MONTHT THAT I WAS CHARGED. I WAS TOLD THAT NO SO I PROCEEDED WITH A COMPLAINT WITH THE ****** THE REPSONSE FROM THE WORKER WAS AND SIMPLY IRREPSONSIBLE, UNPROFESSIONAL AND TOTTALY NOT HOW ANY COMPANY SHOULD RESPOND. THE WORKER WAS CONFRONTATIONAL AND DID NOT UNDERSTND THE COMPLAINT AND THEREFORE SHE WAS NOT ABLE TO RESPOND WITH ANYTHING BUT HER ANTICS.

  Business response

  02/17/2022

  Thanks for writing in to us. We apologize for the inconvenience of your store's closure for a couple of days. Our **************** will refund you the $1.17 storage fee charge. We trust the steps we have taken will settle this complaint.

  Customer response

  02/18/2022

  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:

  The charge was not ****, the charge was *****. I was charged for two months l! 

   

   

   

   

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

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

  Business response

  02/22/2022

  Our **************** team has refunded the charges, as well as offered to set you up for a free month at a new location. We are glad to see you have done so. You should expect a much better experience. We trust the steps we have taken will settle this complaint.

  Customer response

  02/22/2022

  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

  02/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This complaint is being filed against ************. This is a virtual **************** that appears to be connected to ***.I went through the application process they have set up for users. I picked up mail for about a week and a half. They have a notary service to verify who you are, ok. I did the notary and thought that was the end of the set-up, since I was picking up mail.But no, they closed both PO Boxes and started sending my mail back, return to sender. This complaint will cover both of the boxes I opened, one for business (********************.)and one for personal ( *****************************) Now, The *********** support team keeps telling me I have to talk to Staples. I physically go to Staples, they say I have to talk to ipostal1.I have around ********************* this situation, with no resolution, not including the time and aggravation of changing addresses on some 40 accounts I have for business and personal use. Who knows what story they will come up with.For ID they have: My drivers License, my original SS card from ****, my passport, and my Pilots License + Proof of address with my cell phone, etc. showing where I reside. Remember, the Notary verified my identity. Last year I had to move to my ************************************************** address because I had an episode at work where I died and was brought back by paramedics then was hospitalized for 6 days . Recovery took a while, I lost my residence, my job and had to move in with my daughter in *********.

  Business response

  02/14/2022

  Thanks for writing in to us. We apologize for the confusion, frustration and disruption to your mail service. Our **************** has followed up with you. We have been unable to accept your documents because the ID's provided do not match the Form ****. We must follow these guidelines in accordance with the ***** Your mail center had realized that the ID's and Form **** did not match, so at that point, the began returning your mail to sender. If you would like to continue setting up these mailboxes, our team will assist you in uploading the required documentation and extend your account 2 months for each mailbox. If you decide to close both accounts, we will deactivate them and give you courtesy refunds for both mailboxes. We trust the steps we have taken will settle this complaint.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid this company for a business address to receive mail. I attempted to have mail delivered to the physical address they provided me with on February 7th, 2022. The mail carriers notified me that the address is not even in existence and the package was undeliverable. That package cost me over $100 and now its returning to *****. They provided me with nothing. I contacted them for a refund. Got nothing. Now theyre coming with all kinds of excuses. I need my money back. All of it.

  Business response

  02/14/2022

  Thanks for writing in to us. Our **************** team has been notified that the package has been delivered to your address. You should now see this item in your account. We trust that this has settled this complaint.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had a mailbox at iPostal since April 2021 when I paid $99 for the year. Since June, 2021 I have been charged "storage fees". The mail could have been forwarded to me for less, They originally had a system where you were required to call in and make an appointment to pick up your mail. I could not get through to the office for weeks and then when I got through, I would be put on hold then disconnected. Other times, I would be told to call back in a few days. When I did go in to the location at ********************************* in ****************** in December 2021, there were only two pieces of mail. Two weeks later, I received numerous emails reporting that I had three days to pick up mail or incur storage fees. I had just picked up mail but it showed additional letters. I sent an email to let them know I would be in to pick up the mail but when I went in to the location again I was told there was no mail for me although I saw mail in my dashboard, When I asked the employees in the store about the problem they gave me all kinds of responses such as the system is not updating and that I would have to speak with the owner. They said that a lot of people were complaining of the same issue. I told them this went as far back as June and again they said that other people had the same issue. When I inquired about the mail that I saw in the dashboard, they said that tampering with mail is a federal offense and tried to convince me that I didn't actually have mail but that it was a system error. I told them that I could see the mail in the dashboard and that it was not included in the two pieces of mail I picked up. They told me to call in to report the problem to the owner but when I called the number on the business card it was actually the location and they kept giving excuses and telling me to call back and speak to the owner or "the girl" who does the books. I waited on the line for several minutes before being disconnected the last time I spoke with someone this morning.

  Business response

  02/07/2022

  Thank you for writing in to us. Our **************** has followed up with you. Your refund has been issued your mail center has been contacted to ensure that this will not happen again. We do apologize for the inconvenience that you experienced surrounding this issue and trust that the actions we have taken have settled this complaint.

  Customer response

  02/09/2022

  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

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company: ******************* LLC I have attempted to contact customer service multiple times but no one will respond so I have been left with no choice but to contact the BBB in order to get iPostal1 to do the job that i paid them to do. I have submitted my application for a virtual mailbox but they are refusing to process my documents. At first they listed a utility **** as an accepted secondary ID but then a few days later i receive an email saying that a utility **** is not an acceptable secondary form of ID. Okay so i email them my lease which is an acceptable second form of ID and now they will not respond. I have sent in multiple emails attempting to get them to respond. I have paid 35$ in subscription fees and notary fees and they are refusing to process my application and their customer service is non existant. Unfortunately I have already submitted my LLC documents with the address they gave me so I am unable to use another company for a virtual mailbox. It is my hope that the BBB will actually get them to do their job and process my application.

  Business response

  02/03/2022

  Thanks for writing in to us. A representative from our **************** team has followed up with you. The utility **** is unfortunately not on our list of accepted IDs, but may have been on Notarize.com. We will be contacting them to remedy that situation. Your documents have been submitted and we have contacted your mail center to expedite the final approval. We do apologize for the inconvenience that you experienced surrounding this issue and trust that the actions we have taken have settled this complaint.

  Customer response

  02/04/2022

  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]

  Now my account is broken.  When i log in I am met with the fact that i have to complete **** form **** which i have already paid 25$ to notarize.com to complete this form.  The message has an upload and update button, neither of which work.  I will continue to file BBB complaints until ******* does their job. 

   

   

   

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

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

  Customer response

  02/10/2022

  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 business completely screwed me over.  They got rid of the location after I had already signed up for it, paid my notarization fee, and everything.  The worst part is I paid $60 to have this address with my LLC and now I have to pay another $60 to change it.  This is possibly the worst company I have ever dealt with.

   

   

   

   

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

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

  Business response

  02/14/2022

  Our **************** team has refunded the $9.99 payment that you made to iPostal1. Since that was the only payment made directly to us, we will reimburse you via check in the amount of $85 for your expenses of $25 for the notary service and $60 for your business registration fee. This amount has been mailed to your address and we hope that this settles the matter.

• Initial Complaint

  01/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I opened my digital mailbox #*** with ipostal1.com, I request the **** form to be notarized to be abble to receive mail on that location. I notarize this form in ******* but since last week when I sent to them (should answer between 1-2 business days) nobody has respond or activated the account. I sent several emails and the same situation.I called the location and they told me that I must sent this documents to Ipostal1.com Also I couldnt do this notarization process trough notarize.com because they dont have spanish speaker representative that could help for people who doenst have SSN.

  Business response

  01/31/2022

  Thanks for contacting us.  ******************** team has found your emails with documentation attached.   We are uploading your documents.  We apologize for the delay and will extend your initial subscription period before renewal is necessary to compensate you for the delay in activating your digital mailbox.  We appreciate your choosing iPostal1 and trust that this will settle your complaint.

  Customer response

  02/03/2022

  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:

   

  [Your Answer Here] I got an asnwer from my last claim agains this company ******** But untill now they have not due what they said there. I still have my account under review and same as always nobody answer the emails and tickets opened trough the system.  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/03/2022

  Thanks for writing in to us. Our **************** has followed up with you. Your documents had not been uploaded because there was confusion surrounding canceling your account. Your documents have now been uploaded, and your mail center has confirmed final approval. You now have full access to start using your digital mailbox. We do apologize for the delay and trust that the actions we have taken have settled this complaint.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Jan, 10 I went to pick up my mail at the Ipostal location at ********************************************************. I had over 34 items of mail however when I arrived the gentleman could only locate 9 mail items. I received items: m20014, m20103, m20106, m20102, m20115, m20188, m20161, m20071, m20216. One of the missing items, item m19968, contained a ******** benefit card which had $200 cash benefits on it.The employee at the store told me they had consolidated and shipped the items to me however I never requested this nor did I receive this package. The employee was unable to provide me with any tracking number or record that it was shipped. I have been storing my items at Ipostal since July and have been charged for the extra days of storage. Since I picked up my mail on Jan. 10, I have received over 3 emails notifying me of extra storage charges for items which they have lost. They clearly have no system to track their mail and are automatically charging their customers indiscriminately. I am also being charged twice for the same items. Items M20235 and M20234 items M19988, M19989 and M19987, and items M19986 and M19979 are the same items. I am paying for monthly mail storage service, a service which I have not received. Their negligent handling has resulted in the loss of over 25 items of mail, some with monetary value and important financial and government paperwork. Their inept tracking system has resulted in me being charged additional holding fees for the items in my mailbox over 30 days old, items which are missing. Their employees incompetent organization has resulted in me being charged twice for a single item on multiple occasions. I have contacted Ipostal about this issue but they have not made any attempts to remedy the situation. Rather, they have continued to erroneously charge me. I would like these items to be located asap. I I would like to be reimbursed for the full 6 month of service I have paid in the amount of $159.43 and $300 for lost items.

  Business response

  01/21/2022

  Thanks for your review.  Sorry to hear about the issues you describe picking up your mail.  We set very high standards for all our mail center locations.  It would be very unusual for mail items to go missing.  Our customer service team will look into this and follow up with you shortly.  Again, we apologize for any problems you experienced.

  Customer response

  01/26/2022

  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 filed a complaint over two weeks ago. Ipostal has had more than enough time to verify that my mail has been lost as it is not in their facility and I did not pick it up. Further, they also have the ability to see that I am and continue to be charged for items that have been lost. I have paid Ipostal a month service fee to receive and hold my mail. They failed to provide me with this service and I would like a return of my money promptly. 
  

   

   

   

   

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

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

  Business response

  02/09/2022

  Our **************** team has recently sent you an email that responds to the issues you raised.  We trust this will settle your complaint.

   

  Customer response

  02/17/2022

  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.

   

  I had filed a complaint against Ipostal complaint #********. I was unable to respond to their reply in time so the file has been closed as "customer still unsatisfied" however, I was able to come to an agreement with Ipostal and am satisfied with our resolution. I would appreciate it if you would either allow me to reopen it and allow me to respond or close it with "customer satisfied". 

   

  Thank You, 

  *****************************

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

  
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been calling for 2 weeks and leaving voicemail s how are people getting into my account ******************* or something like that) The email is new email ********** ********** ************************************************************************************************** ******** ******* ******************************** Are some do I need to make new one

  Business response

  01/05/2022

  Thanks for your review.  One of our customer service representatives will get in touch to help you resolve this problem.

  Customer response

  01/06/2022

  I said I cang get into my email therefrom I can't rest my ipsotsl account the computer it was o. Is broke.

  Business response

  01/06/2022

  We will ask customer service to give you a call.  

  Customer response

  01/11/2022

  Still not able to login

  Business response

  01/11/2022

  We will follow up.  Please be sure to respond to any emails from iPostal1 customer service.  Thank you.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My ipostal1 account email is ********************* Right after opening the account I called into the customer service asking the account to be canceled. Account wasnt cancelled and I was charged twice of19.99$ Id like refund I spoke to ******* today and account was finally cancelled and fees were not refunded Id like refund total of 39.98$

  Business response

  12/14/2021

  Thank you for the review.

  We have checked our records and see that you cancelled your account and then re-opened it.  Our customer service team did make an extra effort to re-assign your original box number and help out with getting the correct docs uploaded per the **** requirement.  We do not have in our system a request from you to cancel the re-opened account within the 30 day cancellation period.

  However, we will issue a courtesy refund for the full amount in this case.  It generally takes 7 to 10 days for the refund to appear in your account.  

• Initial Complaint

  11/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 26, 2021 I open a virtual mailbox with ipostal US zoom.Ive paid $9.99 a month each month through November 2021.With additional charges of $1.98, $2.13 ************ with a total spent to this of approximately $87.11.I was told that they didnt get all of my pieces of ID they needed, plus proof of address with a utility ****, so I submitted what was requested now 3 times.On November 1, 2021 my credit cards arrived there I contacted them & told them that I need them forwarded to where Im at now because I need them to continue my trip back home.This is the 2nd round of issuing new credit cards due to them not sending me the 1st set of credit card replacements because they stated they needed my proof of identification and address which now like I said has been submitted three times.The first set of credit cards were sent on 11/1, now after contacting my credit card company they sent out the second set of replacement cards That right there on 11/16, now the excuses is they didnt receive the correct notarized documentation that has been submitted along with the pieces of ID theyve opened one piece of mail since Ive had this account and emailed it to me no ones ever mentioned anything about a notarize piece of paper. So theyre my credit cards sit as I send this message and I cant get a response from the company I need my credit card forwarded to me the credit card companies not gonna print them again horrible company.

  Business response

  11/17/2021

  The core problem is that you have not submitted ID documentation that meets the standards established by the ****.  The back side of a driver license is not acceptable.  Neither is a social security card.  ******** does not allow a mail center like yours to accept mail on behalf of mailbox customers who have not submitted proper identification.  The mail center has no alternative but to abide by the **** regulations.

  Our customer service team has repeatedly asked you to submit the proper documents.  The mail center sent reminders as well.  We sincerely want to help you get this straightened out so you can receive your important mail, which is being held at the mail center but cannot be released to you due to the document issues cited above.
  
  According to our records you have paid a total of $37.47, not $87.11.  This is for three subscription fees of $9.99 and $5.50 for storage fees for mail that arrived and is being held for you.
  
  We hope you can provide the proper ID documentation soon so we can release your mail.

  Customer response

  11/22/2021

  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 documented proof from the company that states they had every piece of ID that they need and my identification process has been approved on November 16, ******************************************************************************************************* and/or its not acceptable ID but theyve had the same ID since July 2021 and I have a letter from then they now aging they have everything they need and proof of payment where do I send that to? 

   

   

   

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

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

  Customer response

  11/30/2021

  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:

   

  From: ***************************** [mailto:*********************]
  

   

  I will NOT be paying another dime.

  Return to sender everything you have/get.

  You have charged me month after month & I have proof I have submitted the requested documentation multiple times since 7/2021.

  Yet during this entire time I have had to call to get one piece of mail opened & youve charged me for storage?

  On top of it all your company sent out an email stating you had everything you needed after I sent it in multiple times.

  All the irritation time & energy your company wasted of mine is inexcusable.

   

  This compliant should be taken seriously especially due to the amount I was charged & the blatant improper handling of  my mail & my personal identification.

  Please continue to warn other Citizens about this location.

   

  CC: ******************* WSOCTV ********* INVESTIGATES.

   

   

  
  

   

   

   

   

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

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

  Business response

  12/01/2021

  We are sorry that we were not able to settle your complaint.  As we previously explained, the initial email that your receiving saying that all documents were in place was sent by mistake and quickly corrected.  Our customer service team has reached out to you repeatedly, requesting that you send the proper ID documentation as required by **** regulations.  We have made every effort to hold you mail so that it could be released upon receipt of the proper ID's.  However, since you have not been willing or able to provide the proper ID's, we have no alternative but to close your account and return your mail to sender. Our mail centers are obligated to operate according to **** regulations.

*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. ↩