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:10/11/2023

  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.

  You guys are a fraud to your customers!! I have been using Stamps for over 10 years and never have I been charged these erroneouscharges of 'Adjustment" - I ship over 100 packages a month and I weigh my packages and measurements. This is fraud. You already owe me so much money on labels that "can't be refunded" due to time line. FRAUD!!!Now my account is a NEGATIVE - $104 These charges need to be reimbursed to my account!! I canteven ship my packages for the day due to this!!!I NEED ***********!!!YOU WANNA CHARGE ME? REFUND ALL OF MY LABELS THAT I BOUGHT AND PAID FOR THAT I CAN'TGET REFUNDED FOR LOOK AT ALL OF THE ARTICLES OF STAMPS.COM FRAUDING THEIR CUSTOMERShttps://www.google.com/search?q=stamps.com+fraud&oq=stamps.com+fraud&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIHCAEQIRiPAjIHCAIQIRiPAtIBCDQyMDdqMGo5qAIAsAIA&sourceid=chrome&ie=UTF-8

  Business Response

  Date: 10/16/2023

  Dear ****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  After reviewing your account, weve decided to zero out the outstanding charges as a courtesy. Thank you for your patience as this information is updated in the billing system disregard any new invoices or emails about an owed amount.  Your confirmation number is: 231016-004772
  We understand your concerns about this.  Overdraft protection is activated by an outstanding balance caused by APV adjustments.  Adjustments come directly from the carrier, such as **** or **** and we are required to pass them onto our customers.  If it is determined by a carrier partner of Stamps.com that a shipping transaction did not contain sufficient funds (for example, there is not enough postage to cover a **** shipment due to incorrect dimensions being inputted or an underreporting of weight at time of print), the adjustments would be made.   
  If you use a shipping service that is paid only when the label is used or if it is determined by Stamps.com or a carrier partner of Stamps.com that a mailing or shipping transaction did not contain sufficient funds (for example, not enough postage to cover a **** shipment due to an underreporting of weight at time of print, or a change in mail class eligibility because of carrier rule changes), Stamps.com may automatically deduct the amount for the unpaid or short-paid transaction from your account balance. You will be able to review these adjustments in your account history and reports. If one or more of these payments cannot be collected from your account due to a lack of available funds, your account billing method may be charged (with a minimum charge of $10.00) until you fund your account to cover all outstanding payments and your account may be suspended.
  The ****'s Automated Package Verification (APV) program streamlines how the **** checks postage on certain packages with labels generated from PC Postage applications.  Previously, the ************** only sent notifications to shippers when differences in package characteristics are detected.  **** handles under-paid and over-paid postage labels via their Automated Package Verification (APV) system.  The **** APV program will verify correct postage has been paid on every domestic package, based on weight, dimensions,package type, mailing service, and the origin and destination ZIP codes.  If the amount is underpaid, a debit will be made to cover the difference.
  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 theyve read the terms and conditions.We believe in full disclosure, which is why we provide our terms (******************************************** ) on a single webpage during the registration process. 
  We apologize for any misunderstanding regarding the **** Misprint Policy.  Claims for Shipping Labels and Return Shipping Labels with built-in tracking must be submitted within 28 days of the print date of the postage.  You can request an e/Refund for Shipping Labels from the Stamps.com platform within that stated timeframe of 28 days.  Claims for NetStamps and postage without built-in tracking must be mailed in within 60 days of the mailing date of the postage.
  Your postage purchases are transactions with the **** through our software. Refund requests are subject to **** guidelines and are granted at their sole discretion.  We do not obtain postage funds for prints or failed prints.  Postage funds are purchased from the ****,not Stamps.com.  Stamps.com is a neutral party in such transactions; we do not capture the funds for postage, and we do not make a margin on postage.
  Thank you for your email regarding our Misprint Refund Request policy.  If a misprint occurs when preparing postage, such as printing on the wrong side of a shipping label,you have the opportunity to immediately reprint select labels at no additional cost and requiring no refund request.
  If we can help further, please let us know.
  Best Regards,     
  *******************
  Customer Care Director
  **********************

• Initial Complaint

  Date:10/03/2023

  Type:Sales and Advertising 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 company should not be allowed to operate. They have misleading advertising and false advertising of their products. A subscription is a complete scam. The wesbsite should be illegal and ** government under no circumstances should be able to be affiliated with with this scam company

  Business Response

  Date: 10/10/2023

  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We show that you were switched to our Basic Plan on 10/3/23 per your request and we also show that a courtesy refund of $59.98 was issued on that day.  We show that you opted to keep your account open with us.  We appreciate your feedback and business.  Your confirmation number is: 231010-003672.
  
  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, and create postage stamps, shipping labels, and other types of postage.  Stamps.com is a PC ******* Vendor licensed and approved by the **** since 1999.  We were rendering service and providing service to you from the day the account was activated until account closure.  *********** that we provide is access to the Stamps.com software and online platform.  This was accessible to you as soon as the account was activated.  Our service also allows you to print real U.S. postage for all your letters and packages 24/7.
  We apologize for any misunderstanding regarding our services.  We do not bill without consent.  Registration is a multi-step process.  We show that this account was created on 5/3/23 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 5/3/23.
  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 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 6/1/23.         
  
  We never charge people without their full agreement, consent, 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 its not based on usage of the software, but rather on having access to using it.   Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab. 
  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 PC ******* 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 **************************************************************************************** Director
  **********************

• Initial Complaint

  Date:09/26/2023

  Type:Product 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.

  Stamps.com charged my credit card for over 3 years without my approval . Additionally, they never sent notices of monthly billing and price increases.. These charges add to over $900 and I asked for a refund. I gave them 60 days to respond and refund the charges. They have not acted. Please escalate and resolve this refund and I will remove the complaint.

  Business Response

  Date: 10/02/2023

  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 issued a courtesy full refund totaling $859.44.  Your confirmation number is: 231002-002757.
  
  We apologize for any misunderstanding regarding our services.  We do not bill without consent.  Registration is a multi-step process.  We show that this account was created on 12/15/19 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 12/15/19.
  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 hear your concerns and we always 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 1/13/20.  We notify all customers if there are any price increases.      
  
  We never charge people without their full agreement, consent, 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 its not based on usage of the software, but rather on having access to using it.   Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab. 
  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 PC ******* 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 USPS,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 **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 10/02/2023

   
  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:09/25/2023

  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 made an account last summer to try and buy my mom some stamps, after finding their signup process invasive. I went to Amazon and bought stamps. I didn't like the fact that they asked for my credit card information to create an account. Why do I need to provide a chargeable credit card if I haven't bought anything? They denote on the right side of the screen during signup:"Is my credit card information safe? Definitely."This should have been a red flag to me then but again, I didn't put anything in my cart or check out anything so I didn't think anything of it.Fast forward to this month, I thought there may be some fraud within my credit card so I started going down my statement line by line and see charges from Stamps.com and I think, this must be fraud. Over the last 15 months, theyve not sent me 1 confirmation of payment email, an email about my "free trial" that I never wanted expiring or a reminder that my subscription has renewed.Theyve provided me ZERO goods and services over the last 15 months and taken $20 from me every month for the privilege of doing it. Apparently, that signup screen where it says they "keep your credit card info safe" is the same screen where you check a box agreeing to their terms and conditions. If you click this box, it expands and 3-4 paragraphs down tells you "if you don't delete this account within 4 weeks, we will charge your credit card monthly for access to our tools" (and also never tell you that's what we are doing). I looked back through my emails and there were no receipts, no emailed follow up and no communication...Because that's the type of company they are..Very shady stuff, don't work with this company. You will look down this list and see almost everyone has this same complaint and they haven't changed it because it makes them money. They don't tell you they're charging you, you'll have to check your credit card statement and catch them in the act.

  Business Response

  Date: 09/27/2023

  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 issued a courtesy full refund totaling $206.59, as confirmed by our representative ****** on 9/23/23.  Your confirmation number is: 230927-004036.
  
  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, and create postage stamps, shipping labels, and other types of postage.  Stamps.com is a PC ******* Vendor licensed and approved by the ***** We are a separate company from the **** itself.   We were rendering service and providing service to you from the day the account was activated until account closure.  *********** that we provide is access to the Stamps.com software and online platform.  This was accessible to you as soon as the account was activated.  Our service also allows you to print real U.S. postage for all your letters and packages 24/7.
  We apologize for any misunderstanding regarding our services.  We do not bill without consent.  Registration is a multi-step process.  We show that this account was created on 6/18/22 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 6/18/22.
  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 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 7/17/22.       
  
  We never charge people without their full agreement, consent, 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 its not based on usage of the software, but rather on having access to using it.   Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab.  Our charges are also listed on credit card statements with the descriptor of "Stamps.com".  The descriptor also includes our Support Number so that customers may contact us immediately if they have any questions or concerns regarding any fees that were billed by Stamps.com. 
  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 PC ******* 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 **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 09/29/2023

   
  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:09/22/2023

  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.

  Stamps.com uses scammy practices to trick customers into a monthly subscription of $21.76 a month (including tax) that doesn't include any services other than the privilege to print stamps at-cost. I was charged $21.76 monthly on 6/29/23, 7/28/23 and 8/29/23 and then a partial month charge of $11.60 on 9/14/23 after I finally saw the scammy recurring charge and cancelled the recurring subscription.1/ They use the finest print to tell you that you have a trial period that rolls over into a monthly subscription. See screenshot of the email confirmation attached.2/ They know the service is not worth $21.76 per month, because as soon as I cancelled the subscription, they offered to let me keep it for $0.00 every month!I didn't suspect that adding my credit card number would lead to a subscription because of course you need a credit card number to buy postage, that's the whole point of stamps.com: it's a service to buy postage.Please help with obtaining a refund for me and warning other customers about falling for these scammy and shady business practices.

  Business Response

  Date: 09/27/2023

  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 issued a courtesy full refund totaling $120.40 on 9/27/23.  Your confirmation number is: 230927-002423. 
  
  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, and create postage stamps, shipping labels, and other types of postage.  Stamps.com is a PC ******* Vendor licensed and approved by the ***** We are a separate company from the **** itself. 
  We apologize for any misunderstanding regarding our services.  We do not bill without consent.  Registration is a multi-step process.  We show that this account was created on 3/27/23 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 3/27/23.    
  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 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 4/25/23.      
  
  We never charge people without their full agreement, consent, 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 its not based on usage of the software, but rather on having access to using it.   Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab.  Our charges are also listed on credit card statements with the descriptor of "Stamps.com".  The descriptor also includes our Support Number so that customers may contact us immediately if they have any questions or concerns regarding any fees that were billed by Stamps.com. 
  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 PC ******* 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 **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 09/27/2023

   
  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. Thank you for mediating.
  
  Sincerely,
  
  Mimi ****

• Initial Complaint

  Date:09/21/2023

  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.

  Last January, I created an account with **********************. I believed it was part of the the **** I deposited $100 into the account to mail a few packages. This company., without my knowledge, started charging me a monthly fee. I have not used this account since the one package I shipped in January and did not realize I was being charged a renewed monthly fee between $17.99 and $19.99 until I recently auditedmy credit card statements. unbelievably poor business practice and extremely deceptive. Interesting how they change the amount they charge each month slightly so it is harder to find on your credit card statement. This is a service I have not used since shipping one package and I would not have signed up for an auto renew service. In addition, there is still $37 in my account from the additional deposit to ship packages. I want a full refund on all monthly charges since January and also my $37 refunded to me. Reading the responses to other complaints, it is easy to see that this company fully realizes that they are engaging in a deceptive practice (and assuming some credibility by positioning themselves as a affiliate of government agency ****** but continue to do so until they are caught by individual consumers. I have also filed a dispute on each charge with my credit card company. This is the exact type of company that government legislation needs to address. I am so tired of being taken advantage of by deceptive businesses who use my credit card information.

  Business Response

  Date: 09/27/2023

  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 issued a courtesy full refund totaling $153.92 on 9/27/23.  Your confirmation number is: 230927-002364.
  
  We apologize for any misunderstanding regarding our services.  We do not bill without consent.  Registration is a multi-step process.  We show that this account was created on 1/19/23 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 1/19/23. 
  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 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 2/16/23.    
  
  We never charge people without their full agreement, consent, 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 its not based on usage of the software, but rather on having access to using it.   Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab.  Our charges are also listed on credit card statements with the descriptor of "Stamps.com".  The descriptor also includes our Support Number so that customers may contact us immediately if they have any questions or concerns regarding any fees that were billed by Stamps.com. 
  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 PC ******* 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 USPS,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 **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20635275
  
  I am rejecting this response because: I want the additional $37 in postage remaining in my account also refunded in addition to the monthly service fees.   For such a supposedly clear registration process, reading complaint after complaint is pretty revealing.  Ponzi scheme to use consumers funds until they figure out the scam
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/29/2023

  I can see why that would be frustrating, *************  We apologize that you encountered this issue.  Rest assured that your account is closed and that a refund, representing your remaining postage balance, was issued on 9/28/23 as a credit card refund.  Please allow 3-5 business days for this credit to be applied to your account.  The refund details are:
  
  Amount || $ 37.02
  
  Stamps.com account **********
  
  We sincerely apologize for your experience and if we can help further, please let us know.  
  
  Sincerely,
  *******************
  Customer Care Director
  **********************

• Initial Complaint

  Date:09/19/2023

  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 what I thought was a free account back in February to send some packages. Since that time I've sent 4 packages via stamps.com via ********* and have directly paid for this postage. That part is all good.However, I subsequently noticed that I was signed up for a $19.99/mo subscription, without my knowledge. The company is using some dark practices to sign people up for these accounts. In my welcome email, in very fine print at the bottom of the email, it states:"*The $5.00 in postage is for new customers and can only be used during the 4-week trial period. There are no long-term commitments with Stamps.com and you can cancel anytime. The Stamps.com monthly service fee is just $17.99 plus applicable tax, if any, including the first month. Currently we do not believe your service fees are taxable in your state. Cancel online or call us toll-free at ************** to cancel your account within the 4-week trial period and pay no service fees. Your service will continue uninterrupted as long as you do not cancel. Your credit card may also be used to pay for postage and optional services."Looking at the Better Business Bureau's website, there are what appear to be hundreds of similar complaints. Stamps.com is likely making hundreds of thousands of dollars a year, or more, in signing people up for these subscriptions without their knowledge.Their website also makes it very difficult to know that you have a subscription. In their section that shows transactions, it doesn't show the monthly transaction anywhere. The only way I found out was via my credit card statement.

  Business Response

  Date: 09/27/2023

  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 issued a courtesy full refund totaling $79.96 on 9/19/23, as confirmed by our email representative *****************  We show that confirmation of this was emailed to you on 9/14/23.  We have issued an additional courtesy refund of $53.97 on 9/27/23.  Your confirmation number is: 230927-001942.
  
  We do not bill without consent.  Registration is a multi-step process.  We show that this account was created on 2/14/23 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 2/14/23. 
  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 apologize for any misunderstanding regarding our services.  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 3/15/23. 
  
  We never charge people without their full agreement, consent, 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 its not based on usage of the software, but rather on having access to using it.   Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab.  Our charges are also listed on credit card statements with the descriptor of "Stamps.com".  The descriptor also includes our Support Number so that customers may contact us immediately if they have any questions or concerns regarding any fees that were billed by Stamps.com. 
  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 PC ******* 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 USPS,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 **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 09/27/2023

   
  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:09/18/2023

  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.

  This business tricked me into paying hidden monthly fees for several months. When I signed up for my account, I was misled into believing that the account was free, and that entering my credit card information was for purchasing postage through the site, which I did on several occasions. However, I did NOT consent to signing up for a "Pro account" for $21.76 per month. I received no notice that I was signing up for a paid account and no notice that I was going to be charged this amount. This company took advantage of having my payment information to charge me, and since I was never told I had a paid account, it makes me feel as if they do this to all their customers and hope to sneakily charge them every month without them finding out about it. If these fees had been disclosed up front, I never would have created this account in the first place. The cherry on top is that when I tried to cancel my account, I received an email taking $2.67 off my monthly bill as some kind of consolation before they charged me $18.85 to cancel my account. I have sent them multiple messages on their website giving them the opportunity to rectify this situation before taking it further, but they didn't respond and so here we are. To be clear, I am requesting a refund for all of the monthly payments I was charged for, as well as my remaining balance when I closed my account:July 20, 2023 - $21.76 August 21, 2023 - $21.76 September 16, 2023 - $18.85 Remaining account balance - $4.13

  Business Response

  Date: 09/25/2023

  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 issued a courtesy full refund totaling $62.37 on 9/21/23, as confirmed by our email representative **************  We show that confirmation of this was emailed to you on 9/14/23.  We show that a credit card refund request for your remaining postage balance of $4.13 was also submitted by the representative.  Your confirmation number is: 230925-004082.
  
  We apologize for any confusion and misunderstanding regarding our service fees.  We bill at the end of our cycles,and your final fee for the cycle of August 19, 2023 to September 14, 2023 had been prorated down to $18.85.  Stamps.com always bills in arrears at the end of each cycle, rather than in advance.  We do not bill at the beginning of the cycle.  Your previous service fee had been for the cycle of July 19, 2023 to August 19, 2023. 
  We show that we had responded to your emails on 9/14/23.  We show that your emails were responded to by our representative **************  We apologize for the misunderstanding on this. 
  We do not bill without consent.  Registration is a multi-step process.  We show that this account was created on 6/19/23 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 6/19/23. 
  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 apologize for any misunderstanding regarding our services.  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 7/18/23.  We show that you canceled on 9/15/23.       
  
  We never charge people without their full agreement, consent, 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 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 PC ******* 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 USPS,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 **************************************************************************************** Director
  **********************

• Initial Complaint

  Date:09/15/2023

  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.

  Was added to a recurring payment plan without knowing so.

  Business Response

  Date: 09/20/2023

  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 issued a courtesy refund totaling $43.31 on 9/20/23.  Your confirmation number is: 230920-003632.
  
  We apologize for any confusion and misunderstanding regarding our service fees.  We do not bill without consent.  Registration is a multi-step process.  We show that this account was created on 7/11/23 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 7/11/23.  We were rendering service and providing service to you from the day the account was activated until account closure.  *********** that we provide is access to the Stamps.com software and online platform.  This was accessible to you as soon as the account was activated.  Our service also allows you to print real U.S. postage for all your letters and packages 24/7.
  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 apologize for any misunderstanding regarding our services.  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 8/9/23.     
  
  We never charge people without their full agreement, consent, 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 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 PC ******* 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 USPS,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 **************************************************************************************** Director
  **********************

• Initial Complaint

  Date:09/15/2023

  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.

  Cannot cancel service and do not want to pay monthly charge of $19.99. We did NOT sign up for a monthly service.

  Business Response

  Date: 09/22/2023

  Dear ***,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.   Unfortunately, we could not find a Stamps.com account with the provided contact information.   We also show that the phone representative with whom you spoke was also unable to locate a Stamps.com account with the provided information.   
  
  Since we do sincerely appreciate customer concerns about fraud 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.   
  
  Rest assured that we will 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.  
  
  We hope this information provides you with a resolution to your issue.  We recommend that you report this situation to your bank right away.   We do include our support number on credit card statements so that our customers may contact us immediately.  
  
  If we can help further, please let us know.
  Best Regards,      
   
  *******************
  Customer Care Director
  **********************