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:04/06/2023

  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 am writing to file a complaint against Stamps.com for their unethical billing practices. I dont remember to set up any subscription with them, but Stamps.com has continued to attempt to charge me for subscription fees.I first signed up for Stamps.com services just to check how does it works. I never used them service. I sent several emails to customer service to request that they cancel my subscription and stop attempting to charge my account. However, they have been unresponsive to my requests and continue to send me emails about failed subscription charges.and never received the response. Despite having taken this action, I have received several emails from Stamps.com notifying me of failed subscription charges. times to request that they cancel my subscription and stop attempting to charge my account. However, they have been unresponsive to my requests and continue to send me emails about failed subscription charges.I believe that Stamps.com billing practices are unethical and take advantage of customers who may not have the time or knowledge to navigate their website and cancel their subscription. Furthermore, their customer service team has been unhelpful in resolving the issue.I am now seeking a full refund for any charges made to my account after I contacted them, if any has been done. I would also like Stamps.com to stop attempting to charge me for subscription fees and to cancel my subscription immediately.I would appreciate your assistance in resolving this issue. Thank you for your attention to this matter.*********,****************************** store

  Business Response

  Date: 04/11/2023

  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 $53.97 on 4/11/23.  We show that your account is closed.
  We show that a Stamps.com account was fully activated on 04/26/2022.  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 05/25/2022.  We show your account was closed on 4/11/23.
  We allow all of our customers to evaluate our features without signing up for an account. We provide extensive FAQs and demos in order to answer any queries that a potential customer may have in regards to the ********************** service and software.  When you visit our website, you have the option of viewing various pages that offer more information and background on our postage printing product.  You do not have to register in order to receive information about Stamps.com. 
  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 theyve 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 *********** 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.
  
  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 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 (we support ****************** 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 ******* 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:
  
  ******************************************************
  
  **************************************************
  
  If we can help further, please let us know.
  
  Best Regards,     
  
  *******************
  Customer Care Manager
  **********************

  Customer Answer

  Date: 04/13/2023

   
  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, however, I keep receiving emails about problem with my payment, which means that it's not exactly closed.

  I agree I did open account, however so many times asked to close. That was my main issue. I never used that service, and for some reason not able even to log on there. 

  Any way, if it closed, that's great, however until I stop receiving emails about payments, it is leaving me under impression that it's still not sorted.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/04/2023

  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.

  In December, I was offered a **** free postage to use Stamps.com. I mail things 8 times a week and I thought I would use another service (all the other sites are free so I didn't think you would have to pay monthly in order to get stamps). Stamps.com has quietly charged me each month since then. It wasn't until my credit card contacted me with suspicious activity because their recurring charge was changing to a higher price (which I NEVER approved) and debited my card for it. Yes, I must of signed up because Stamps.com is ready to make sure I know that I signed up and it is my responsibility and was done completely ethically. But if that were the case, why are there so many complaints? If Stamps.com was actually not deceptive, they would not have so many people complaining. I went back to the sign up page recently, and once you put in all your information, there is a submit button for your account. I still didn't see where it talked about signing up for a subscription. Then, when I really looked for it, it was UNDERNEATH the submit button in finer print. So, Stamps.com tricks you and makes money off of consumers who don't know. They would not give me a full refund. And why? They said they see that I used none of their services, purchased absolutely nothing, and it didn't cost them any money, but they won't return all my money. If that doesn't say bad business, I am not sure what does. If it wasn't deceptive, the *** would not have to crack down. The Automatic Renewal Law took effect July 1, 2022, stating: If the automatically renewing offer includes a free trial or promotional period that lasts more than 31 days, then the business must provide a reminder notice between 3 and 21 days before the promotions expiration. This notice must recap the terms of the offer and how to cancel in advance of any upcoming billing deadline.Stamps.com never did this. Since they are in CA, they should be held to this standard. I never received anything, so they didn't comply.

  Business Response

  Date: 04/12/2023

  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 $53.97 on 4/12/23.  We show that your account is closed.
  We show that a Stamps.com account was fully activated on 11/2/2022.  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 11/30/2022.  We show your account was closed on 4/3/23.
  We have escalated your concerns about our messaging to the appropriate department.
  We allow all of our customers to evaluate our features without signing up for an account. We provide extensive FAQs and demos in order to answer any queries that a potential customer may have in regards to the ********************** service and software.  When you visit our website, you have the option of viewing various pages that offer more information and background on our postage printing product.  You do not have to register in order to receive information about Stamps.com. 
  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 theyve 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 *********** 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.
  
  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 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 (we support ****************** 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 ******* 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:
  
  ******************************************************
  
  **************************************************
  
  If we can help further, please let us know.
  
  Best Regards,     
  
  *******************

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19896912
  
  I am rejecting this response because it doesnt fully answer my questions:

  I appreciate the response. I understand the need for all the extra wording in your reply in order to have stamps.com covered. It is well rehearsed, but there are key questions that are unanswered. 
  Yes, I did receive two of the five months as a refund, but why not the full amount? If you are out nothing, did no work on my behalf and you can see that I did not use it, why not a full refund? I am thankful that my credit card alerted me to your charge as being potentially fraudulent or this would have gone on a lot longer.
  
  
  You mentioned that fact that I registered as a reason I should have known what I was signing up for. I have put my name and mailing address, etc in the free sites as well. They need that information to charge for the shipping I purchase. Just because I register, does not reasonably equal an alert to a monthly service. I also am still unsure what your unique standard service offers over free sites that warrants a ***** a month charge whether you use the site or not. Stamps.com saw that I accessed the account the first day and never again. It shows I never purchased anything or used the site at all. Other than your software (that you said I could have used but didnt as I was unaware I paid monthly) where is the monthly fee going? All of the other free sites that I use for postage have allowed me to print US postage at home for years (yes, the other sites print parcel and media mail also), so what is unique that warrants the monthly amount? If your goal is to make sure that everybody understands what they are signing up for initially without being deceptive, then wouldnt it be good practice to refund someone when they unknowingly signed up and never used the account? If not, then it says to me that you are looking to profit off those that are in the that situation. Are people not being fully refunded because you feel that they benefit from the potential access to your software if they needed it?
  
  
  Based upon how many negative reviews you have, there is reason to believe your company works off of some deception. Even that fact that you raised your prices (which I know I never agreed to) and never contacted me first in any format but rather charged me a higher price than agreed on. Even companies that are forthcoming with their monthly service send me emails with a price change. Luckily, this flagged the credit card to contact me because they questioned if it was fraudulent. I understand there was fine print underneath the submit button. Again, it is deceptive or else an initiative bill would not have to be passed by the government to protect consumers. The complaints for companies like yours has skyrocketed and you profit off the fine print and the monthly fees that go unnoticed for months, even if you feel you have covered your bases legally. 
  
  
  The message mentioned that stamps.com does not advertise or offer a free as you go service. I never stated that you advertise as a free service, in fact, that would be abnormal to do. None of the companies I work with advertise as free even though they do not have fees AND work with the post office as you stated you do. Again, I feel a lot of the things written in the reply are detracting from answering my main issues. 
  
  
  You mentioned all the ways I should have known like through the **** demos or various pages. That is to detract from the fact I didnt know I signed up for a monthly service. I never visited your page again. Why would I look through those pages?
  
  
  Why not follow the bill in CA where you have to send an email and a person needs to hit confirm before they are charged? Because if its not known, then months go by and fees rack up. 
  
  

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

  Business Response

  Date: 05/04/2023

  Thank you for your detailed feedback, *************  We apologize for any misunderstanding and appreciate you sharing your concerns.  We do show that Account ********** was fully refunded.  We show that a courtesy refund of $37.98 was issued on 4/3/23.  We show that a refund of $53.97 was issued on 4/12/23.  Your satisfaction is important to us and we always want to do what we can to ensure our customers have a positive experience when working with Stamps.com. We do disclose our fee prior to account creation and we 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 hear your concerns and please be aware that we do escalate feedback such as yours to the appropriate teams.  It's important that relevant parties are aware of the various perspectives that exist in our current and former customer base.
  Sincerely,
  *******************
  Customer Care Director
  **********************

  Customer Answer

  Date: 05/13/2023

   
  Complaint: 19896912
  
  I am rejecting this response because this company is not actually answering my questions. Just repeating what they said on the first message so they look responsive to me and BBB, but no real accountability and not hearing my complaints. Stamps.com is keeping the money from me that they tricked to gain. If they were honest, there wouldnt be the complaints on this company. There are legislative bills that have been passed to protect consumers from companies like stamps.com. It is sad they are okay with this sort of practice. Be aware of their deceit. They are not out anything with me because I never used their services and they said I didnt, but they refuse to make it right. Any business that uses deceit to further their gain should be held accountable.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/04/2023

  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.

  They have been charging me for a 1yr and a half without my permission a monthly fee of ***** atlest on my credit card. I missed the charge.I am unable to get in to see for sure It goes all the way back to sept 2021

  Business Response

  Date: 04/11/2023

  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 $354.47 on 4/11/23.  We show that your account is closed.
  We show that a Stamps.com account was fully activated on 08/16/2021.  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 09/13/2021.  We show your account was closed on 4/4/23.
  We allow all of our customers to evaluate our features without signing up for an account. We provide extensive FAQs and demos in order to answer any queries that a potential customer may have in regards to the ********************** service and software.  When you visit our website, you have the option of viewing various pages that offer more information and background on our postage printing product.  You do not have to register in order to receive information about Stamps.com. 
  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 theyve 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 *********** 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.
  
  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 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 (we support ****************** 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 ******* 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:
  
  ******************************************************
  
  **************************************************
  
  If we can help further, please let us know.
  
  Best Regards,     
  
  *******************
  Customer Care Manager
  **********************

  Customer Answer

  Date: 04/12/2023

   
  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:04/03/2023

  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 purchased a stamps.com subscription. I went to print a label and when I downloaded it the formatting was not correct. I tried to download it 4 times but every time it had charged my I account (I didnt know that at the time until I saw my balance). Those charges were $3.90 each. I called in and they said it would be refunded with in 4-6 weeks. I was then charged for 2 more months of service while waiting on this refund. One month it was $21.59 and the other month it was $19.43 I also have a balance of $15.41. I called again to talk to someone and they said I had to mail in a claim form (which I was not told about the first time) and she said it would take ***** weeks for the refund. I would like refunded for the 2 months of service that I paid for while waiting for this refund, the postage I paid for, and the balance that I left on my account. The total of those would come to $72.03. Attached is how the label was downloading.

  Business Response

  Date: 04/11/2023

  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 service fee refund of $41.02 to your credit card.  We show that your account is closed.   We have also refunded to your credit card your remaining purchased postage balance for $81.81.  Your confirmation number is: 230411-004180.  
  
  We apologize for any misunderstanding regarding our misprint policy.  We disclose our policy in our online and software platforms, and provide information on this in our Help Center.  
  
  All misprint refund requests must be sent to, reviewed, and approved by the **** before being credited back to your Stamps.com postage balance account. When you purchase postage through our software, the postage is purchased directly from the ****.  We appreciate your patience as we work to resolve this matter on your behalf.
  
  WHAT TO EXPECT
  e/Refunds with Shipping Labels typically take 2-3 weeks to process; Mail-in Refunds are generally processed within ***** weeks of receipt of claim.  
  
  CAN YOU AVOID FILING A MISPRINT CLAIM?
  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.
  
  We apologize for any inconvenience this process causes. 
  We have step-by-step instructions at the links below:
  
  HOW TO REFUND STAMPS
  
  ********************************************************************************
  
  HOW TO REFUND ENVELOPES & SHIPPING LABELS
  
  *********************************************************
  
  The monthly service fee is a flat rate fee that provides access to your account. The fee is not based on usage or activity.  
  
  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 theyve 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.
  We are sorry to hear that you had difficulties with our service.  Our Free Tech Line is available 6AM to 6PM, Monday through Friday at ************ to address any printing or technical issues our customers may be having.  Our Email Support Team is also available to address such issues.  
  
  We are sorry that we did not have the opportunity to assist you further with this issue.
  
  If we can help further, please let us know. 
  
  Best Regards,      
    
  *******************
  Customer Care Director 
  ********************** 
  
  

• Initial Complaint

  Date:03/28/2023

  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.

  I made an account for Stamps.com to see if I wanted to buy my stamps from them for my wedding invitations. I NEVER clicked that I wanted to sign up for a monthly subscription. They deceptively signed me up for a subscription that would be $19.99/month. I noticed the charge today. I would like a refund since I never signed up for this.

  Business Response

  Date: 04/04/2023

  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 of $24.66 to your credit card, as confirmed by our phone representative.  We show that your account is closed.   Your confirmation number is: 230404-004097.  
  
  We show that a Stamps.com account was fully activated and established on 2/23/23.  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 3/24/23.  We show that you cancelled your account on 3/28/23.        
  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 its not based on usage of the software, but rather on having access to using it.   
  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 theyve 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 *********** 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. 
  
  While the **** offers a free online service called ************* Stamps.coms fees pay for features not offered on-line by the ****.  These include the ability to print shipping labels for mail classes other than Priority or Priority Express Mail, such as First Class Mail and Parcel Select (which will save you money), the ability to keep track of everything you send via our detailed reporting features, the Hidden ******* feature, discounted package insurance, integration with major software titles including Outlook and QuickBooks, the ability to import orders from online stores like **** and Amazon.com, Mail merge, and batch printing.  
  Stamps.com has many features not offered online by ******************* You can print a First Class stamp directly to an envelope as soon as the software is downloaded and you can print shipping labels for all mail classes. Plus, with ************ now offering retail rates on all shipping you will be able to save up to 51% off Priority Mail, up to 10% off Priority Express Mail and up to 26% discount when sending First Class parcels.  In addition, ****s ************ service stopped offering the discounted Commercial Base rates as of 1/17/16.  ************************ moved to retail pricing.  Stamps.com still offers discounted Commercial Base rates.  
  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 ****************** 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 ******* 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:
  
  ***********************************************************;
  
  *******************************************************;
  
  If we can help further, please let us know. 
  
  Best Regards,      
    
  *******************
  Customer Care Director 
  ********************** 
  
  

• Initial Complaint

  Date:03/24/2023

  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.

  Stamps.com does not clearly disclose that you are signing up for a subscription service, I was charged for 2 months at $19.99 without an email stating they were charging me, or any other documentation. I believe this is a scam site, I have reported it to my credit card company for fraud.

  Business Response

  Date: 03/31/2023

  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 zeroed out the outstanding unpaid balance on your account.   We show that the account is closed.  Your confirmation number is: 230324-005977.  
  
  We show that a Stamps.com account was fully activated and established on 10/13/22.  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 11/11/12.  We show that you first contacted us via email on 3/24/23.          
  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.  
  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 its not based on usage of the software, but rather on having access to using it.   
  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 theyve 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 *********** 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.
  
  While the **** offers a free online service called ************* Stamps.coms fees pay for features not offered on-line by the ****.  These include the ability to print shipping labels for mail classes other than Priority or Priority Express Mail, such as First Class Mail and Parcel Select (which will save you money), the ability to keep track of everything you send via our detailed reporting features, the Hidden ******* feature, discounted package insurance, integration with major software titles including Outlook and QuickBooks, the ability to import orders from online stores like **** and Amazon.com, Mail merge, and batch printing.  
  Stamps.com has many features not offered online by ******************* You can print a First Class stamp directly to an envelope as soon as the software is downloaded and you can print shipping labels for all mail classes. Plus, with ************ now offering retail rates on all shipping you will be able to save up to 51% off Priority Mail, up to 10% off Priority Express Mail and up to 26% discount when sending First Class parcels.  In addition, ****s ************ service stopped offering the discounted Commercial Base rates as of 1/17/16.  ************************ moved to retail pricing.  Stamps.com still offers discounted Commercial Base rates.  
  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 ****************** 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 ******* 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:
  
  ******************************************************
  
  **************************************************
  
  If we can help further, please let us know.
  
  Best Regards,      
   
  *******************
  Customer Care Director
  **********************
  

• Initial Complaint

  Date:03/23/2023

  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.

  Signed up for a free trial in August 2021. Never received a singleemail since stating that I was being charged monthly since then. Checked my payment history to find that they have been charging me a monthly fee of $17.99 since September 2021 for a service I have never used (not even during the trial period). This past month, they upped that fee to $19.99, so they charged one month at that rate. I canceled immediately (3/22/23) and now see another charge on my account for $3.33? This is unacceptable and I would like a total refund seeing as I've never purchased any goodor service through Stamps.com.

  Business Response

  Date: 03/29/2023

  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 of $200.00 to your credit card.  We show that your account is closed.   Your confirmation number is: 230329-005821.  
  
  We show that a Stamps.com account was fully activated and established on 8/17/21.  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 9/15/21.  We show that you cancelled your account on 3/22/23.  The $3.33 fee is your prorated final fee for the cycle of March 17, 2023 to March 22, 2023.  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.       
  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 its not based on usage of the software, but rather on having access to using it.   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.   
  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 theyve 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 *********** 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. 
  
  While the **** offers a free online service called ************* Stamps.coms fees pay for features not offered on-line by the ****.  These include the ability to print shipping labels for mail classes other than Priority or Priority Express Mail, such as First Class Mail and Parcel Select (which will save you money), the ability to keep track of everything you send via our detailed reporting features, the Hidden ******* feature, discounted package insurance, integration with major software titles including Outlook and QuickBooks, the ability to import orders from online stores like **** and Amazon.com, Mail merge, and batch printing.  
  Stamps.com has many features not offered online by ******************* You can print a First Class stamp directly to an envelope as soon as the software is downloaded and you can print shipping labels for all mail classes. Plus, with ************ now offering retail rates on all shipping you will be able to save up to 51% off Priority Mail, up to 10% off Priority Express Mail and up to 26% discount when sending First Class parcels.  In addition, ****s ************ service stopped offering the discounted Commercial Base rates as of 1/17/16.  ************************ moved to retail pricing.  Stamps.com still offers discounted Commercial Base rates.  
  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 ****************** 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 ******* 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:
  
  ***********************************************************;
  
  *******************************************************;
  
  If we can help further, please let us know. 
  
  Best Regards,      
    
  *******************
  Customer Care Director 
  ********************** 
  
  

• Initial Complaint

  Date:03/23/2023

  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.

  I closed my account last year and still have not received a refund for my postage balance.

  Business Response

  Date: 03/30/2023

  Dear ***, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We apologize for the experience.  Reviewing this issue, unfortunately we were unable to process your remaining purchased postage balance as a credit card refund due to an unforeseen processing issue.
   
  Therefore, we will be sending your remaining purchased postage balance as a refund check instead. Rest assured that we will be sending it to the mailing address on file with **:
  
  Name:
  *************************
  Mailing Address:
  ************************************************-2632
  
  Rest assured that we will process a refund check for you for your remaining purchased postage balance.
   
  Please allow 2-3 weeks for processing and delivery.  Again new apologize for the experience.  
   
  If we can help further, please let us know. 
  
  Best Regards,      
    
  *******************
  Customer Care Director 
  ********************** 
  
  

• Initial Complaint

  Date:03/21/2023

  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.

  I went to stamps.com to purchase postage and somehow was automatically signed up for the monthly subscription. On 03/20/2023 I noticed a charge on my debit card but also noticed a few days earlier the same charge trying to be taken out. I spoke with someone about two months ago and cancelled my service with stamps.com. I thought they cancelled my services just to still be charged. I called and spoke with someone so how is this company still charging me. I don't understand and that is very misleading when I called and cancelled. I just want my money back because I'm not using the service. I just needed to send off a package not have $20.00 taken out of my account every month when I cancelled. Please help. I am requesting a refund because that is not right at all. I cancelled spoke to rep and everything and still got charge. I don't understand. Please refund me my money. Thanks

  Business Response

  Date: 03/27/2023

  Dear Retisha, 
  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 of $35.98 on 3/21/23 to your credit card, as confirmed by our phone representative.  We show that your account is closed.   Your confirmation number is: 230327-005957. 
  
  We show that a Stamps.com account was fully activated and established on 12/27/22.  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 1/25/23.  We show that you cancelled your account on 3/21/23.  Unfortunately, we do not show a prior request for cancellation.  We do have multiple systems in place to ensure that we have complete records of all emails, chats, letters, and calls.
  
  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.  
  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 its not based on usage of the software, but rather on having access to using it.   
  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 theyve 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 *********** 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. 
  
  While the **** offers a free online service called ************* Stamps.coms fees pay for features not offered on-line by the ****.  These include the ability to print shipping labels for mail classes other than Priority or Priority Express Mail, such as First Class Mail and Parcel Select (which will save you money), the ability to keep track of everything you send via our detailed reporting features, the Hidden ******* feature, discounted package insurance, integration with major software titles including Outlook and QuickBooks, the ability to import orders from online stores like **** and Amazon.com, Mail merge, and batch printing.  
  Stamps.com has many features not offered online by ******************* You can print a First Class stamp directly to an envelope as soon as the software is downloaded and you can print shipping labels for all mail classes. Plus, with ************ now offering retail rates on all shipping you will be able to save up to 51% off Priority Mail, up to 10% off Priority Express Mail and up to 26% discount when sending First Class parcels.  In addition, ****s ************ service stopped offering the discounted Commercial Base rates as of 1/17/16.  ************************ moved to retail pricing.  Stamps.com still offers discounted Commercial Base rates.  
  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 ****************** 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 ******* 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:
  
  ***********************************************************;
  
  *******************************************************;
  
  If we can help further, please let us know. 
  
  Best Regards,      
    
  *******************
  Customer Care Director 
  ********************** 
  
  

• Initial Complaint

  Date:03/16/2023

  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.

  I am very good about canceling free trials and am amazed that this business has been charging me almost $20/month since 2018. I learned this after calling because I saw the charge on an old credit card and I couldnt access my account online. The login page instructions said to call to reset my password and I when I called, I chose the option to ask about billing and asked to cancel my subscription and asked how long it had been activeApril 2018!!!! Apparently as part of canceling the subscription, the representative deleted my account, so now the only information I have is my credit card charges. The charge is on an old credit card that I almost never check (clearly); I am pretty sure I created an account for use in my last job because I almost mail anything personally.

  Business Response

  Date: 03/24/2023

  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 of $530.70 to your credit card on 3/16/23, as confirmed by our phone representative.  We show that your account is closed.   Your confirmation number is: 230324-001941.  
  
  We show that a Stamps.com account was fully activated and established on 4/16/18.  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 5/14/18.  We show that you cancelled your account on 3/16/23.  We do not show any previous requests to cancel your account.

  
  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.  
  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 its not based on usage of the software, but rather on having access to using it.   
  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 theyve 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 *********** 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. 
  
  While the **** offers a free online service called ************* Stamps.coms fees pay for features not offered on-line by the ****.  These include the ability to print shipping labels for mail classes other than Priority or Priority Express Mail, such as First Class Mail and Parcel Select (which will save you money), the ability to keep track of everything you send via our detailed reporting features, the Hidden ******* feature, discounted package insurance, integration with major software titles including Outlook and QuickBooks, the ability to import orders from online stores like **** and Amazon.com, Mail merge, and batch printing.  
  Stamps.com has many features not offered online by ******************* You can print a First Class stamp directly to an envelope as soon as the software is downloaded and you can print shipping labels for all mail classes. Plus, with ************ now offering retail rates on all shipping you will be able to save up to 51% off Priority Mail, up to 10% off Priority Express Mail and up to 26% discount when sending First Class parcels.  In addition, ****s ************ service stopped offering the discounted Commercial Base rates as of 1/17/16.  ************************ moved to retail pricing.  Stamps.com still offers discounted Commercial Base rates.  
  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 ****************** 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 ******* 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:
  
  ***********************************************************;
  
  *******************************************************;
  
  If we can help further, please let us know. 
  
  Best Regards,      
    
  *******************
  Customer Care Director 
  ********************** 
  

  
  

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19612327
  
  I am rejecting this response because:

  I was not provided with receipts for/opportunities to authorize or decline the monthly fees. I believe this runs counter to the federal Fair Credit Billing Act. Therefore I believe the amount refunded is not sufficient given that I did not authorize the charges. Furthermore, the business has not explained any measures to prevent this from happening to other users in the future; I hope the BBB will take actions to protect other consumers. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/14/2023

  Dear ******, 
  Thank you for sharing your perspective.  We apologize for any misunderstanding regarding our fees.  We have carefully reviewed your account history and have found the service fees that were applied are in accordance with the Service Agreement to which you agreed.  However, we do show that you have been refunded in full for the service fees charged.  We apologize for any misunderstanding on this.  We do not charge people without their full agreement and consent during our online 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.  As disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period.  
  
  Customers also 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.  
  
  Stamps.com has been licensed by the **** since ****, and is one of several approved vendors of **** postage.  Stamps.com successfully completed a rigorous 10-step approval process with the **** to ensure that it meets the most stringent security and financial requirements of the federal government.   Thank you again for your feedback.  
  Sincerely,
  ******************;
  Customer Care Director 
  ********************** 
  
  

  Customer Answer

  Date: 05/03/2023

   
  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,
  
  *******************************