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:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stamps.com Billed our credit card $300 x 7 Times within a 45 Second Period. Obviously there was a technical malfunction. After over 70 minutes on the phone with various tech support, we were told they were sorry there was no way for them to refund the incorrectly billed charges unless we close the account, and re-open the account under a different account number. (This would make us lose all of our history) A supervisor reviewed and stated yes, no way to get the money back unless we did a chargeback, or simply used the postage over the next 6-8 months. This is not an acceptable resolution to a technical glitch that took $2100 from our credit card versus the $300 that was authorized.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/03) */
  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We sincerely apologize for the experience and we appreciate your feedback regarding this issue. When you click on "Add Funds" and select the amount that you wish to purchase, we provide a Confirm Transaction screen that states: "Would you like to add $the amount in question to your account balance? Once the amount is added to your account, it cannot be refunded." Once you click "Yes," the amount is added to your postage balance.
  With regard to purchased postage, the money has been transferred to the USPS per their regulations for online postage accounts. Therefore, funds remain on the account until it is printed or the account is closed.
  
  To clarify, you would not lose all of your history if you create a new account, as this information is locally stored on your computer: C: > Program Files > Stamps.com Internet Postage
  
  You can also save your history by exporting your tracking history and then by reimporting your data into the new account:
  
  Click on the History on the left side of the screen
  
  Then in your History section look for the icon in the upper right corner of your screen. It is the first icon with the arrow and bracket. This allows you to export your data as a CSV file.
  
  We are not able to issue refunds for postage purchases back to your credit/debit card. This is because these postage funds are purchased from the USPS, 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. We sincerely apologize for the inconvenience.
  
  If we can help further, please let us know.
  Best Regards,
  
  **********
  Customer Care Manager
  Stamps.com