Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially went to stamps.com to purchase stamps. They sent me paper that postage could be printed on, but never any stamps. I did not sign up for a service and yet stamps.com has repeatedly charged my credit card $19.99 a month for the past 6 months. After multiple attempts to contact them through their website asking them to discontinue whatever service they believe I signed up for, I have now had to change my credit card number. They are still attempting to charge the card and I get a notification at least once a week that the card was declined. I am no longer able to login the stamps.com website. Requests for my username go unanswered. I am unable to locate a phone number for stamps.com. Please help!

  Business Response

  Date: 10/17/2024

  Dear ******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we have zeroed out the outstanding fees on the account and that the email invoices will cease. 
  
  We apologize for any misunderstanding regarding our services.  We do not sell rolls or books of stamps, as the service we offer is the ability to print postage.  Stamps.com is a ********** Vendor licensed and approved by the ****. We are a separate company from the **** itself.  Our support number is ************, which we disclose at various parts of our interface and website.
  
  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services. 
  
  We show that an account was fully activated with us on 4/22/24.  We do fully disclose our billing structure and fees prior to creating an account,and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to the email address on 4/22/24.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period,which ended on this account on 5/21/24.       
  *********** fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  *********** is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.   
  We believe in full disclosure, and information about our fees is available on our website,interface, Terms, and FAQs.  
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has been ***eatedly charging my card for whats now passing ************************************************************************************ which I could even authenticate to use their services. Repeatedly being billed for services not rendered. Attempted resolution nearly 2 years prior which ultimately went unresolved. Ive attempted reaching out to their legal department directly, still no response. What is occurring here with me is far from unique to just myself. You will find MANY other ***orts of this exact same practice.When I initially called, the ** *** tried to explain to me that I was being billed because my card number may have been compromised on their site, yet STAMPS.com is the one billing me.They attempted to state I did not have an account and that they did not have any of my billing details to even be charging me, yet they continue to bill me to this very day. On top of this, back when initially ***orted, after being told they had no information of mine and I was not an account holder, they mysteriously deposited an indeterminate amount of money directly into a checking account of mine (clearly they were being misleading, or flat out lying, about having banking related information of mine. The amount they sent nearly 2 years ago wasnt a reflection of any actual itemized erroneous billing statements theyve hit me with over the years ($19.99 a month). When attempting to follow up via email recently, they literally do not response. They dont field calls over the weekend whatsoever, making it exceptionally difficult to reach them because even when they are open average hold times are absurd (and this is presuming someone doesnt just disconnect shortly after answering the line, which is too common with this business). Theyve been caught misleading shareholders in the past by artificially inflating value of stock (rather flat out lying/deceit). Im not clear how this business can legally even still operate.

  Business Response

  Date: 10/18/2024

  Dear ******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We show that we have thoroughly researched your account via email and comprehensively communicated our policies and recommend resolution associated with your issue.  We apologize for any misunderstanding.   We do show that we responded to emails on this issue.  Rest assured we offer email support on the weekends. 
  
  We do show that the two accounts we show for you are closed, so this may indicate that there is a third open account for you.  If you feel that this is an unauthorized account, and realize that this is a worrisome situation, we can provide you with some steps necessary to address this issue.  For cases such as these, we recommend that you notify your bank as soon as possible.  Financial institutions have standard policies and procedures set in place to help their customers with these issues.  Refunds are handled by the bank or financial institution.   We cooperate with your financial institution or any authorized investigative body to help our mutual customers and assist in any formal investigation.   ********* will work on your behalf and take this situation further after you have reported this case of possible fraud.   We hope this information provides you with a resolution to your issue.  We definitely recommend that you report this situation to your bank right away. 
  
  For Account **********, created on 6/18/2022, closed on 4/11/23, rest assured that we show that a full refund for the service fees of $165.91 was issued on 5/26/23 at 11:46am PDT.  It was issued to the **** on file.  We show that you had more than one account.  Account ********** was created on 4/18/2022 and closed on 5/20/2022.
  
  As previously explained, we have reviewed the available contact information and none of these pieces of information lead us to any recent charges.  We show that we have provided our dedicated support line so at ************ so that a possible third account in question can be located and this issue can be resolved for you.  Apologies, but we couldn't find an additional account with the provided information.  As there may be a third open account for you, we would recommend speaking to one of our specialists regarding this issue.
  
  Thank you for your time. We always want to do everything that we can to ensure our customers have a positive experience when working with Stamps.com.
  
  If we can help further, please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:10/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a Stamps.com account on 8/19/24, intending to try the service with their trial period. I was fully aware that after the trial period, I would be charged monthly unless I canceled the account. I did cancel the account, before the next billing period on 9/18/24, but Stamps.com keeps attempting to charge my card - despite not having an account anymore. I cannot log in, reset my password, or change any provided details, yet they've attempted to charge me $19.99 six times since 9/18/24. I want them to stop trying to charge me for a service I do not use and do not want to use.

  Business Response

  Date: 10/08/2024

  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Normally, a customer is responsible for all service fees. However, rest assured that we have placed you on our Do Not Bill list and no further collection actions will occur for the ***** service fee charge outstanding. We show that your account is closed.
  

  If we can help further, please let us know.
  
  Best Regards,
  
  *** ******
  Customer Care Manager
  **********************

  Customer Answer

  Date: 10/08/2024

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stamps.com signed me up for a recurring monthly subscription without making clear thats what would happen. I have never used their services, not once. Whats worse, I cancelled the account a year ago, and just discovered that despite that theyve continued to charge me every month. Then, after I changed credit cards (for other reasons) they froze my account and just tried to back-invoice me for months of fees even though they disabled my account and therefore I cannot use their services during that same period. There are countless reviews online about all of this conduct. Its a scam.

  Business Response

  Date: 10/10/2024

  Dear ******:
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Normally, a customer is responsible for all service fees. However, rest assured that we have placed you on our Do Not Bill list and no further collection actions will occur for the ***** service fee charge outstanding. We show that your account is closed.
  If we can help further, please let us know.
  
  Best Regards,
  
  *** ******
  Customer Care Manager
  **********************

• Initial Complaint

  Date:10/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for an account a while back, trying to learn more about the services offered, for my job at the time. There was something advertised about a free digital scale as part of the sign up that I had never actually received. Regardless, I do not remember putting in my PERSONAL credit card information for this but that is where all the charges were going on for the next few months on a card I was no longer using. I had never actually used any service or product from Stamps.com as I realized it would not a viable solution for us so I went with other options for our shipping needs. I have not been employed with that company for more than a year now and assume that my old work email is the email address I must have used to sign up as i have not had any success trying to log in to the account on their website with my personal email and have tried calling to reach out to them about this account issue and had no luck. I am asking for my account to be closed completely and all of the charges refunded due to nothing ever being used or received at any ******** work email is most likely the one used to sign up: ***************** Alternatively, my personal email at the time that could potientally be accociated with my account would either be *********************** ************************ or ********************** address for my job was **************************************** Personal address that I may have used is ***********************************************

  Business Response

  Date: 10/08/2024

  Thank you for your inquiry. We appreciate and consider your
  feedback and take our customers' concerns very seriously. Normally, a customer
  is responsible for all service fees. However, rest assured that we have issued
  a courtesy refund totaling $97.47 on 10/7/24. We show that your account is
  closed. We have also added you to our Do Not Bill list and so the attempts to
  collect outstanding fees will cease.
  We show that a Stamps.com account was fully activated on 1/12/23.
  We show that a Welcome Email confirming activation had been sent to you on that
  day. We hear your concerns and we always aim to fully disclose our fees before
  any account can be created. We do not advertise or offer a free or
  pay-as-you-go service, and as disclosed and explained during registration, we
  do charge a monthly fee after the 4-Week Trial Period, which ended on your
  account on 2/10/23.

  We do see that your account was cancelled on 1/19/2024.
  

  To create any Stamps.com account, you must complete the
  multi-step registration process at www.stamps.com.
  
  Registration requires you to enter your name, mailing
  address, phone number and credit card information, in addition to creating a
  username and password and selecting two security questions. Also, you must
  review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  To best serve our customers, we provide the terms for
  Stamps.com accounts during the registration process. Stamps.com accounts cannot
  be created without customers indicating that they've read the terms and
  conditions. During registration for a Stamps.com account, we explain that your
  credit card will not be charged unless you continue past the four-week trial or
  buy additional postage and Online Store products.
  
  In addition, immediately after sign-up, new customers are
  sent a Welcome Email with the same terms outlined, along with information about
  the monthly flat rate fee if you choose to continue past the trial month.
  The fee we charge gives you access to services of the Post
  Office and the license to print official U.S. postage. It's a flat fee that is
  not determined by how much postage you print. Stamps.com is a vendor licensed
  by the USPS, and all paid postage goes directly to the Post Office. In order to
  offer our standard service, we do charge a monthly subscription fee.
  
  We never charge people without their full agreement and
  awareness during our online registration process. Our service fee is not based
  on usage or activity. The monthly subscription service fee that Stamps.com
  charges is for access of the Stamps.com software, which allows customers to
  print postage from the comfort of their home or small office using just a PC
  and a printer. Our service is a monthly subscription service so it's not based
  on usage of the software, but rather on having access to using it.
  We believe in full disclosure, and information about our
  fees is available on our website, interface, Terms, and FAQs.
  During registration for a Stamps.com account, we explain
  that your credit card will not be charged unless you continue past the
  four-week trial or buy additional postage and Online Store products. We believe
  the monthly fee provides a good value for customers who need to print not only
  just Priority and Priority Express Mail shipping labels, but also Shipping
  Labels for other classes (we support First Class, Media Mail, and Parcel Select
  Labels), NetStamps, and postage printed directly on envelopes. We do have a
  wide variety of customers - over a million customers- who enjoy the experience
  of not having to rely on expensive postage meters and who require more
  functionality and features than what other PC Postage services currently offer.
  
  On our main page at www.stamps.com, we explain our fees
  under the section "Here's how it works..." During the registration
  process we do make sure that our customers are aware of the monthly service fee
  in that we have it detailed on the webpage titled "Why do you need my
  credit card information?"
  
  We do this so that customers can see the price before they
  complete the registration process. We also have the billing policy detailed in
  our Terms and Conditions at:
  
  www.stamps.com/conditions
  
  Customers are required to review and agree to these Terms
  prior to completing registration.
  In addition, potential customers can review and compare our
  pricing plans, as well as other important information, to determine which plan
  best meets their mailing needs via the Learn More section which is accessible
  from the Stamps.com home page. We offer FAQs that answer questions about
  pricing, plans, and specific and general benefits of using Stamps.com:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  Ray Ortega
  Customer Care Manager
  Stamps.com

• Initial Complaint

  Date:10/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep receiving emails every month with past due notices telling me I owe a balance. This total has grown to $916.43. The username listed on the email is doc3763.I have made multiple attempts to shut this account down, but I have been unsuccessful in doing so. I did not give Stamps.com authorization to bill me for services I have never used! I'm requesting that Stamps.com removes the past due balance of $916.43 and closes this account immediately.

  Business Response

  Date: 10/10/2024

  Dear ****:
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Normally, a customer is responsible for all service fees. However, rest assured that we have placed you on our Do Not Bill list and no further collection actions will occur for the service fee charges outstanding. We have closed your account.
  

  If we can help further, please let us know.
  
  Best Regards,
  
  *** ******
  Customer Care Manager
  **********************

  
  

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm complaining on behalf of my father, ****** ********, who seemingly in 2015 "signed up" for stamps.com, and never used it. After reviewing a credit card bill, and my mother remarking there was a charge, I contacted Stamps.com on their behalf to investigate. In these years, Stamps.com has stolen $1,757.95 from my 81 year old father, given this service was not used. I am requesting a FULL refund for services unrendered to a client, who unknowlingly signed up for this service. There are hundreds of complaints against this company. Upon calling the operators, who once told me he would be refunded, they now suggest the "ticket" was escalated to a higher up, who approved a refund of $120. What a joke. This is a fraud.

  Business Response

  Date: 09/20/2024

  Dear *******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   We do show that we issued a courtesy refund of $120.96 on 2/9/24.  We have issued an additional courtesy refund of $500.00 on 9/20/24. 
  
  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services. 
  
  The monthly service fee is a flat rate fee that provides access to the account. The fee is not based on usage or activity.  We were rendering service and providing service from the day the account was activated until account closure.  The service that we provide is access to the Stamps.com software and online platform. 
  
  We show that an account was fully activated with us by ****** ******** on 1/5/15. We do fully disclose our billing structure and fees prior to creating an account, and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to the email address on 1/5/15.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period,which ended on this account on 2/3/15.     
  *********** fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  *********** is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.   
  We believe in full disclosure, and information about our fees is available on our website,interface, Terms, and FAQs.  
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22293382
  
  I am rejecting this response because

  I find this resolution unsatisfactory.

  Stamps.com's business practices of assuming and essentially acting on behalf of another person, which I see as fraudulent behavior, by making a decision for them without their consent, is fraud, false, ethically and morally WRONG. It seem that Stamps.com's sentiment is:  "they subscribed once, so I'm going to make an assumption - a decision, an action for them - that they would like to continue subscribing in perpetuity," without any consent during any reasonable window of time and/or subscription period or terms. To automatically re-enroll someone into a service without their consent (which consent should be verified over time, not just once) is fraud, and criminal in my mind.  Please redo your policies, and stop focusing on the money you MAY lose by doing this, and instead, focus on what is right. A simple audit of accounts that are "inactive" or have no activity will clearly illustrate to the company how much they are taking from people who have no interest, clearly, in using the product. This was the case with my father, given that in the years his account was "active," he NEVER used it.  Given technology today, the process of an audit should be simple.

  Additionally, if the credit card Stamps.com credited, is no longer open, how do we go about getting the deserved refund? They should have seen when they attempted to credit the card, that it was no longer available to credit. Again, another way of simply avoiding doing what is right, just, and correct, in my eyes. It's pretty easy for the company to simply write a check and send it to the account holder's address. OR contact the account holder and work, in good faith, toward a resolution. But again, additional examples on how Stamps.com simply avoids doing the right thing.

  Stamps.com, stop taking from people. And please respond appropriately to the credit question. 

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

  Business Response

  Date: 10/02/2024

  Thank you for your feedback, *******.   We apologize for any misunderstanding on this.  Since the monthly service fee is a non-usage and non-activity based, flat rate fee that provides access to the account *********************** account ********, we cannot make assumptions on whether a customer wants to close the account or not.  We would need to receive a specific request for closure, and we offer various means to cancel, including phone, email, and online options.  The fee is not based on usage or activity,and we serve many seasonal, individual, and business users.  All open accounts receive a service fee in accordance with our Terms of Use.  Stamps.com has been licensed by the **** since 1999, and is one of several approved vendors of **** postage, and over four million customers have trusted ********************** to handle their mailing and shipping needs for 25+ years.  Stamps saves time and money for organizations with day-to-day operations that require mailing and shipping, and we fully disclose our fee on our main page and in our Terms of Use.  Stamps.com accounts cannot be created without customers indicating that theyve read the terms and conditions: *************************************************;
  In accordance with our procedures, we refund the card on file and we show that the refund went through successfully with the bank and financial institution.  It was not declined.  We show these refunds went through successfully: 9/20/24 (date) $500.00 (amount) and 2/9/24 (date) $120.96 (amount).  Customer satisfaction is very important to us and we have issued an additional refund of $500.00 today (10/2/24), which will be processed in 3-5 business days on the bank end.  If the credit card account is closed, you may request that your bank transfer the refund we have already processed from your closed credit card/bank account to a reopened one, or to issue the refund in check form. 
  Sincerely,
  The Customer Support Team
  **********************

• Initial Complaint

  Date:09/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried out a free trial of stamps.com but it turned out to not be the service I was looking for. I never entered in a payment method so I just assumed they would cancel the subscription when they were unable to charge me. But this never happened. For the past year they've been adding a subscription payment to my owed "balance" every month even though I've never used the service. As of this month they still send emails demanding I pay $200. I'd like them to cancel my membership and waive all the idiotic service fees they're trying to charge me.

  Business Response

  Date: 09/18/2024

  Dear ******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we have zeroed out the outstanding fees on the account, which total $230.80.   
  
  Were sorry to hear that you havent been using the Stamps.com features and services available to you with your account.  The monthly service fee is a flat rate fee that provides access to your account. The fee is not based on usage or activity.   Your service fee is a flat fee that is not determined by how much postage you print. You can print as much as you want for the same flat rate.   We must receive a cancellation request for an account to be closed. 
  
  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services. 
  
  We show that an account was fully activated with us on 10/20/23.  We do fully disclose our billing structure and fees prior to creating an account,and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to the email address on 10/20/23.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period,which ended on this account on 11/18/23.     
  *********** fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  *********** is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.   
  We believe in full disclosure, and information about our fees is available on our website,interface, Terms, and FAQs.  
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ***** and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 09/18/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent an email that a package from stamps.com was on its way to me from ***. I was concerned because I did not order anything from stamps.com and I had canceled my account years ago. I called them to inquire about this issue and I was laughed at and put on hold indefinitely until I hung up or they hung up (over an hour). When I received the email from *** it said the package had not left the facility. When I called I asked if they could stop the package from being picked up by ***. They replied that they could not stop it that I was going to get the package even though I did not order it and even though I did not want it. Then they laughed at me when I brought up my concerns about having my personal information stolen and told me that it was just a "Surprise gift" and that any charges that occurred with this "surprise gift" could be disputed after the fact, meaning, after it was delivered and after I was charged. I told them I did not authorize any charges but they told me I could get a refund after the fact. They continued to laugh at me and the only information they gave me was that "their system does this regularly". I asked to have my information removed from the system and they simply told me no. I cannot believe that a company is legally allowed to charge you for a package you never ordered, deliver it to you, and then expect you to return it to get a refund. When I asked how much they charged me, they said they didn't know. When I asked what was in the package they told me they didn't know.

  Business Response

  Date: 09/12/2024

  Dear ********, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We apologize for this issue. 
  
  To clarify, the only free gift we offer is the Stamps.com Welcome Kit,which we do not charge for.  This is for new customers who have created a new account.    
  
  We would be happy to investigate further.  Please provide a copy of the email and verify the tracking number.  We definitely understand your concerns on this and apologize for any misunderstanding.  To clarify, Stamps.com is not a shipper.  We are a PC Postage provider.  The message that you received does not indicate that you have been charged for a Stamps.com product, but it may possibly indicate that a possible Stamps.com customer is utilizing our service to ship a product to you. The possible customer has used our software's "E-mail Tracking Information" option to send delivery confirmation to you about an item that you ordered from them. 
  
  If you are seeing unauthorized charges, we recommend that you notify your bank as soon as possible.  Financial institutions have standard policies and procedures set in place to help their customers with these issues.  Refunds are handled by the bank or financial institution.   
  
  We cooperate with your financial institution or any authorized investigative body to help our mutual customers and assist in any formal investigation.  
  
  Your bank will work on your behalf and take this situation further after you have reported this case of possible fraud.  
  
   If we can help further, please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22251689
  
  I am rejecting this response because:
  

  I am not a new customer, I opened the account years ago and closed it. When I called they told me there was a data breach and that this regularly happens to customers of stamps where personal information is taken (clearly they're right based on the history of complaints on your company). They told me I was receiving a "special gift" to mock me. They had no idea what was sent to me and I doubt they even tried to figure it out. Then they laughed after they told me my information was stolen and when I asked them to repeat what they said, they told me, "oh nothing" and laughed at me and then proceeded to hang up on me. I'll be filling a complaint with ***. I can't believe how poorly I was treated by your customer service staff and I'm not going to stop at the *** complaint. There's no reason why your company should give my personal information away, especially my home address, to third parties and there's no legitimate reason why I wouldn't have been notified if there was a data breach. Both scenarios are fraudulent, this will not be the least time you hear from me, and I honestly wouldn't be so upset if it weren't for your customer service agents mocking and laughing at me. 

  Tracking number:

  1Z8X330WYN21354697

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

  Business Response

  Date: 10/02/2024

  Hi ********,
  Thank you for your feedback.  We keep detailed records of our calls and will certainly review the interactions in question.  We take these issues very seriously and apologize for any negative experience.  We have no confirmed instances of Stamps.coms computer systems being compromised or hacked, and we strongly recommend that customers who use the same username and password across multiple sites change their password on all of sites.  To safeguard your personal information, our systems are equipped with multiple security precautions. We monitor our systems daily and use the latest in encryption technology to ensure that every transaction is safe.  We understand your concerns on this and apologize for any misunderstanding.  We do not offer free gifts beyond the Welcome Kit for new accounts and unfortunately,we do not have any additional information about this possible order or customer.  To reiterate, we recommend contacting your bank or financial institution if you feel that your information has been compromised.   We would also recommend filing a report with the United States ************************* at:
  **********************************
  Sincerely,
  The Stamps.com Customer Support Team

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/4/24 I made a purchase of two shipping labels on stamps.com for $20. This was all I wanted or needed from the business.Yesterday 9/4/24, I noticed a charge of $19.99 from stamps.com. Looking through my transaction history, stamps.com has pulled $19.99 on 7/4/24, 8/4/24 and 9/4/24 for a total of $59.97 that was never made clear to me was going to happen. I was able to submit a cancellation on their website to hopefully stop this pulling of $19.99 monthly. Other than the two labels I wanted on 6/4/24, I have not used their services (nor wanted to) in any capacity.I feel tricked or duped into a subscription model that was not made clear to me, when I only wanted to make a one-time transaction.

  Business Response

  Date: 09/12/2024

  Dear *****, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we have issued a courtesy refund of $60.64 to your credit card on 9/12/24.  We show that your $5.71 was issued as a refund for your remaining purchased postage. 
  
  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services. 
  
  We show that an account was fully activated with us on 6/4/24.  We do fully disclose our billing structure and fees prior to creating an account, and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to the email address on 6/4/24.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period,which ended on this account on 7/3/24.       
  *********** fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  *********** is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.   
  We believe in full disclosure, and information about our fees is available on our website,interface, Terms, and FAQs.  
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ***** and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 09/13/2024

   
  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.
  
  Sincerely,
  
  *****************************