Complaints
This profile includes complaints for WriteAPrisoner.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 112 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/09/2024
Type: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.
Paid for a years service in ******************************************************** my name *************************. The service was never activated. Contacted the company several times with no reply.
Business Response
Date: 07/10/2024
7/10/24
COMPLAINT 21962143
Hello,
Thank you for your inquiry regarding *************************.
The complaint submitted did not include pertinent information such as the credit card submitter name, the *** number and location of the client/inmate, or accurate address and email information for the incarcerated individual.
We were able to research with the name given, and show that a gift package was purchased for ************************* on 10/19/22 for $65.00, not $75.00. When purchasing a gift, the page clearly states that this option is to be used for sending a gift packet to the client to obtain the required content.
We received an email from the credit card payer (S.L.) on 10/19/22, stating that she had received a code to set up an account. We replied on 10/20/22, clarifying that we do not use codes to set up accounts and provided her with links for setting up an account for an inmate.
On 11/7/22 and 11/8/22, S.L. emailed us, stating that a page had been paid for but the client had not received the gift package, though she mentioned he had sent the content. We replied informing her that we had not received the content yet and emailed a form for her to fill out and return. Profile submitted this way are posted within 8-12 days once we receive the required information.
We did not receive a response.
Due to not receiving a packet after sending two other gift packets, on 7/6/23, we reached out to S.L. via email, asking if she had any further issues or concerns and requested that she reply to let us know if she needed any further assistance or if the issue was resolved.
Since then, we have received no inquiries via email or **** mail from either the inmate directly or the credit card holder.
Our policy is to refund any funds received if the page is not posted, upon the payer's request and with proof of deposit. We are happy to process a refund in this case, provided S.L. contacts us with her information so the refund can be mailed.
Attached to this complaint are copies of all emails for verification of our communications and offers of assistance, as well as the payment receipt showing $65.00 received, not $75.00.
When S.L. emails us at general-****************************** with her **** mailing address, we can process the refund request.
All of our processing has been done quickly and professionally and do not see this has been an issue on our end.
Sincerely,
Staff at WriteAPrisoner.com
ATTACHED: A SIX PAGE ***UMENT SHOWING PROOF OF PAYMENT AND EMAIL COMMUNICATIONSInitial Complaint
Date:05/26/2024
Type: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.
A female by the name of ***************************** 12/5/79 case # ****CV000679 in Dane *** WI Deputy *************************** asked for contact if needed is falsely impersonating me on here an to have prisoners send letters to my home. I want ALL profiles with my name address and email deleted asap please. I also want verification that it's done. Thank you, **************************************Customer Answer
Date: 05/28/2024
No further help needed on this matter and they resolved it, can you please close this? Thank you!*****************************;Initial Complaint
Date:03/25/2024
Type: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 August of 2023 I sent a $75 money order to this company for an ad to be posted and after 2-3 months my ad has still not been posted. Myself and my family have tried to contact this company with no answer and I am needing either my ad posted or my money refunded.Business Response
Date: 03/26/2024
3/26/2
***********************
ID COMPLAINT NUMBER: 21484511
To Whom It May *************************** you for contacting us regarding an inquiry sent to your company by ***************************, a ******** inmate.
There is no *** information and doesnt appear to be coming for the inmate as there is an email address and inmates do not have access to personal emails. We also cannot research further without the *** number.
Without any information except a name,we can say that we do not currently see anything posted, scanned or in our office under his name. If mailed that long ago it would appear it was lost or delayed in the mail.
We have also looked in our inbox including all spam, received, sent, and archived, and do not see any correspondence within the past three years of contact being made.
**************** will need to send us a copy of his check, front and back, showing deposit to our bank, account, etc.and we will submit a refund request and send any funds that *** have been received back to him.
We appreciate your assistance with this.
Sincerely,
Staff at WriteAPrisoner.comInitial Complaint
Date:03/13/2024
Type: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.
On 9/13/23 I paid ***** to write a prisoner to publish on a profile on their website. I canceled the before they published it and asked to be refuneded..it's been six months ..they are refusing to refund my money after several attempts ...please help get my refund thank you ...Business Response
Date: 03/14/2024
3/14/24
***************************
ID COMPLAINT NUMBER: 21426685
To Whom It May ******************** you for your recent correspondence regarding an inquiry from ******************************* concerning **** inmate ***************************. It appears that this inquiry is initiated by **************** rather than ****************, as the provided physical address for **************** is inaccurate, and no ********** of Corrections (DOC) number has been provided.
**************** is currently incarcerated at the ***************************** in ****. **************** asserts that **************** has forwarded funds to us, although an email communication dated 1/31/24 from **************** indicates that the funds were actually paid for by a third party (email proof attached).
Since the initial email correspondence on 1/31/24, documented in the attached communications comprising 40 emails (20 exchanges), we have diligently responded to each inquiry from ****************. We have repeatedly clarified our policy, which stipulates that we can only disclose account information to the inmate or the payer. Additionally, our refund protocol mandates issuance of a refund upon receipt of proof of deposit, payer's request, and confirmation that the page has not been posted. We wish to emphasize that our intention is not to contest the receipt of funds, but to ensure compliance with our refund procedures, necessitating direct communication from the inmate or payer regarding refund requests.
Our records indicate that we commenced correspondence with **************** on 9/26/23, stressing the requirement for a signed application to facilitate posting of the page. Despite multiple letters sent to **************** on 9/26/23, 11/12/23, 1/31/24, and 2/16/24 the latter two issued subsequent to refund inquiries we have yet to receive a properly signed application. Since receiving payment and submission from **************** on 9/15/23, we have not had direct communication from him. We have advised ****************, and reiterated in our correspondences, that any issues with **** mail should be addressed by sending tracked, certified, or legal mail to ensure delivery.
It would seem that all seven letters purportedly sent by *************** have been lost in transit. While we have cooperated with **************** for over six weeks, we are unable to proceed further without direct communication from either the payer or **************** himself. Despite not being solicited by ***************, we have promptly and professionally responded to ******************** requests,even proactively initiating mail to **************** in a customer service capacity to facilitate resolution.
Consequently, we consider this matter resolved until such time as we receive direct communication from ****************.
Sincerely,
Staff at WriteAPrisoner.com
COPIES ATTACHED:
January 31, 2024 email with payer information Screenshot of emails from 1/31/24 to 3/13/24 Screenshot of current incarceration location (photo blacked out for privacy)Initial Complaint
Date:03/01/2024
Type: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.
The company will not remove a profile even after the inmate has requested profile removal. They are pushing it out so that they can get more money when the profile renews. They say that they have not received his four requests to remove even after sending it certified mail they have lost it, or just refused to remove the profile. incredibly rude customer service super disappointed.Business Response
Date: 03/04/2024
2/27/24
***************************
ID COMPLAINT NUMBER: 21372101
To Whom It May ******************** you for reaching out regarding an inquiry sent by *******************************. Unfortunately, without specific inmate information, we're unable to conduct research on her case.
Regarding our policy on profile removals, clients receive information in their welcome packet and it's also accessible on our website. Pages aren't automatically renewed; renewal occurs only if requested and paid for by the client, a friend, or a family member.There's no additional income generated from a page if the client or inmate requests removal. There's no additional income generated from a page if the client or inmate requests removal unless they choose to stay on our website
If correspondence is sent via Certified Mail, the sender receives a tracking number and notifications regarding delivery status from the ***** It's improbable that four letters sent via Certified Mail would lack a receipt or record to the client, as all relevant information is provided by the **** website.
We strive for professional and prompt customer service. ******************** can contact us anytime at general-****************************** for further assistance though we cannot give client account information details except for to the client.
Here is the information on our website regarding a profile removal:
All requests for removal need to come directly from the inmate. Inmates must submit in writing that they want their profile removed. Once we receive their written request, a confirmation letter is mailed back to them. Once this is returned to us, the profile is removed. We ask the inmate to send these requests via Certified Mail. This is done for their protection. Under no circumstances will we remove a profile unless the inmate requests it directly and in writing. This can take a few weeks. If the inmate has stated that we are not responding to their requests for removal, this is incorrect. We respond to every letter that comes into our office, and our goal is to get inmates who dont want to be listed off as soon as possible to help free up pen-pals for inmates who need them. This is why we always ask the inmate to send his or her signed profile removal confirmation request to us via Certified Mail. When an inmate's profile is placed on our website, a welcome packet, which includes a copy of the profile, is sent to them via postal mail explaining this policy in detail.
In the event the inmate is deceased or has been released, please send all supporting documentation and information to us. As long as we are able to confirm this information at a government website, we will remove the profile.
Thank you for your assistance in resolving this inquiry.
Sincerely,
Staff at WriteAPrisoner.comCustomer Answer
Date: 03/04/2024
Complaint: 21372101
I am rejecting this response because you have been corresponding with me for weeks, you are aware I am speaking on behalf of ***********************. He has sent you mail to remove his profile numerous times.please look into his case and get back to me
Sincerely,
***************************Business Response
Date: 03/05/2024
3/5/24
*************************** for ***********************
ID COMPLAINT NUMBER: 21372101
To Whom It May ******************** you for reaching out regarding the additional limited information provided by *******************************. While we appreciate her input, we have multiple team members, and it's unlikely that the same person would handle every email, inquiry, or complaint.
Upon reviewing ******************** file, we note that *************************** has contacted us regarding a removal request. Our records show that we've responded promptly and professionally to over fifteen emails from her.However, it's unfortunate to note that many of her responses have been disrespectful towards our staff.
******************** began emailing towards the end of October. We promptly reached out to ****************** within a day of receiving an email from *******************, where he expressed his desire to be removed from the website.Although a removal form was sent, ****************** has never directly contacted us to request removal. ****************** has been a client on and off our website for over ten years and would be aware of our policies.
Subsequently, ******************** emailed a copy of a signature page, but it did not adhere to our strict submission guidelines for client protection. We informed her of this and sent another signature form directly to the client.In a recent email, ******************** mentioned that ****************** had sent four certified letters. However, it's improbable that none of them reached us, as the sender would be notified of delivery status. Upon requesting a tracking number, ******************** provided 9589 0710 5270 1293 8563 65, though in research, it was not recognized by the **** website. We advised her to check with a different carrier, but she has not responded to our inquiry.
We offered to reach out to our local postmaster, and even go the post office to speak with someone if there had been a certified letter received though not picked up, or not responded to. ******************** did not respond to that offer.
Our policies are in place to safeguard our clients, and both ****************** and ******************** are aware of them. We have handled this inquiry professionally and consider the matter closed until we receive direct communication from ****************** himself.
Thank you for your assistance in resolving this matter.
Sincerely,
Staff at WriteAPrisoner.comATTACHMENT OF **** TRACKING INFORMATION
Initial Complaint
Date:12/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up to www.writeaprisoner.com in September ************************************************************************************************ writing on 5 different occasions in the last 2 months to be taken off the website the advert is still up and write a prisoner are not responding to my letters. This means that people are still writing to me from that advert. I know a lot of people are having the same issues with the company doing the same to them. My details are ************************************** #******Business Response
Date: 01/04/2024
1/4/24
********************* for ************************************** 723342
COMPLAINT: 20165220
Thank you for contacting us regarding an inquiry from *********************, though please note that we have not heard from ******************************* directly at any time since his page was posted.
The page was posted on 9/27/23 and the welcome packet was mailed within **** days. There are instructions given in the welcome packet to ask for a page to be removed. ******************************* has had a profile on our website in the past and had requested it be removed prior to the expiration date, showing he would be aware of our policy.
Our removal policies are strictly adhered to for the protection of our clients.
From 9/27/23 to this date, we have received no correspondence requesting to be removed from ****************************** via **** mail from his facility.
On December 11, 2023,we received an email from ********************* stating that the client had notified us of his desire to have his page removed. We replied to ************** within 75 minutes with our removal policies. (Attached a copy of that email to this inquiry.)
On January 3, ****, we received another email from ********************* stating that there would be a BBB complaint filed and asking that we send a signature form to the inmate.
We have that ready to mail on 1/4/23, though if your office is going to respond to the inmate, we can wait until we receive his request via **** mail.
If ******************************* is having issues with his **** mail, we do suggest to our clients that a letter be sent certified, with tracking, or via legal mail.
We are always happy to remove a profile if someone requests it as that creates more opportunities for our other clients to receive mail from people who are looking for a pen pal/friend.
Our address is given in our emails, and included here: WriteAPrisoner.com, PO Box 10, *********,** 32132-0010.
Thank you.
Sincerely,
Staff at WriteAPrisoner.comInitial Complaint
Date:11/14/2023
Type: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.
Write a prisoner provides a $65, 1-year subscription to post a user's profile on their webpage. After a year they offer a renewal, also for $65, and advertise that your profile will be moved back to the "top of the list" for more exposure. However, the "list" is not the regular profile list, it is a renewed or updated profile list, and does not get the same level of exposure or viewership whatsoever. Therefore, they charge the same fee, make the subscriber believe that their profile will get the original profile exposure, but then do not deliver. The result is that the subscriber does not actually receive the benefit of the subscription they pay for, i.e., that their profile will be viewed.
They also offer a two-month extension for referrals. Despite making seven referrals to new users, I was only awarded two extensions.
I wrote to the business headquarters with my complaint, but it was ignored.Business Response
Date: 11/15/2023
11/15/23
******* ******* ********
COMPLAINT: ********
Thank you for contacting us regarding an inquiry from Mr.
****** ********Mr. ******* has been on and off our website since 2013. His
most recent page posted was processed on 10/16/2021 and at that time had an
expiration date of 10/16/2022.Mr. ******* does not give any information in his inquiry to you,
so we are unable to research fully though we do show since that posting his
page was extended by eight months for four referrals. His page was renewed last
June, and the current expiration date is 08/16/2024.We do reply to all mail and emails and do not show any
contact from the client directly. We have been in touch approximately 25-30
times with a friend/family member in the past two years with inquiries and
concerns.The cost to renew is 50.00 and that includes adding a photo,
changing the text, and extending the page by fourteen months instead of twelve. Due to the length of time from his renewal
over five months ago, he has been off the profile alert listing traffic listing
for quite some time, though we do show the profile alert date was listed on his
page.No profile stays on the home page or is the top of the
listing for the sixty days, as we input profiles daily and that changes the list daily.If a client has any concern, we are happy to work with them
to rectify any issue though we have not heard from Mr. ******* or any
friend/family member since June when the renewal was paid for.If Mr. ******* would send us information via USPS mail of
any names of persons he referred we can compare that to the listing we show he
was given credit for and verify the expiration date is correct.Thank you.
Sincerely,
Staff at WriteAPrisoner.comCustomer Answer
Date: 12/12/2023
Date Sent: 12/11/2023 12:04:26 PM
"My position is that writeaprisoner.com has still not responded to the claim that they actively mislead their clients. There is more than one " profile list." One list is for new profiles. And the others are for updates and renewals. Clients are led to believe that when they update or renew their profiles, it goes "to the top of the list." But these updated/renewed profile lists do not get much traffic at all. So, when I update or renew my profile, I am spending money with the company under the guise that I will get increased exposure of my profile, consistent with the exposure of creating a new profile. This simply does not happen.
If writeaprisoner refuses to put my profile at the top of the new profiles list(to make up for not doing so when I renewed my profile earlier this year), they will lose my business and they will lose my referrals, and the referrals of the people I have referred. I have generated thousands of dollars in business for them, and they have misled me.
They are "proud of their policies". But their policies are misleading. I am further requesting that in the future, if they wish to maintain my business, that they put renewed profiles at the top of the " new profiles" list, or make it clear to consumers that renewed profiles will go to a less-viewed, separate list.
Thank you"Business Response
Date: 12/12/2023
12/12/23
Justin
******* **********COMPLAINT: ********
Thank you for contacting us regarding further information
from Mr. ****** *******.We have been updating and upgrading our website for the past
twelve months and we have been working with our clients and the developers to
make the website the best it can be. Mr. ******* is not correct in stating that any listings other
than the new listing gets less traffic. Under the lists the top three are the
high traffic listings and they are “Search Inmate Listings”, “Inmate Newest”,
and “Recently Updated”.There may be policies in the past that have changed as our website
changes and grows and can affect certain things that clients who have been with
us for a while have not had the time or opportunity to see the changes.We will add Mr. *******’s page to the new listing for sixty
days as a customer service though we again do stand by our policies as a
business and do not promote misleading or incorrect informationThank you.
Sincerely,
Staff at WriteAPrisoner.comInitial Complaint
Date:09/25/2023
Type: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.
MY SON SENT A PICTURE ALONG WITH HIS INFO TO WriteAPrisoner.com FOR A PENPAL AND TEHY TOOK $65 FROM HIS BOOKS ON 05/12/23. THEY NEVER POSTED HIS PROFILE. HE HAS SINCE WROTE THEM TWICE. BOTH TIMES THEY RESPONDED THAT IT WOULD TAKE 6-8 WEEKS NOT INCLUDING DELAYS IN THE POST OFFICE. IT HAS BEEN 4 MONTHS AND STILL, THEY HAVEN'T POSTED HIS PROFILE OR REFUNDED HIS MONEY.Business Response
Date: 09/25/2023
9/25/23
****** *******
ID COMPLAINT NUMBER: ********
To Whom It May Concern:
Thank you for contacting us
regarding an inquiry from Sheila ******* though nowhere on the complaint do we
see any information on who this is refence to.In using her email address, we show an email received from Ms. ******* on 9/22/23 at approximately 2:30 and we responded
to her on 9/22/23 at 6:30, informing her that the processing office was closed
though we would research and reply to the client on Monday (9/25/23). We explained to her in that email that we
would refund any money received once we had proof of that if the page was not posted
and the payer requests it. We just received the BBB complaint from her in today’s
inbox.As per her complaint we were sent
two letters from the inmate, and they were responded to. The letters did not
say the page would be posted in 6-8 weeks; they state “once we have
everything required to post the page in our office” the page will be posted
within 6-8 weeks. If we do not receive
or have the content, no page can be posted.
The letters sent to the inmate state
that if the funds were requested by the inmate more than three months from the
time they are writing, they would need to obtain a copy of the check (front and
back) showing deposit to us. With that we can issue a refund and contact our
bank.We do not request or remove any money
from any inmate trust fund account, only the inmate can do so.The client has been on our website in
the past and we do not see there were any prior issues with his page, and we
did not hear from him during that prior posting.At this time, we do not have
anything in our holds file, nothing has been scanned, and nothing posted. His packet
may have been lost or delayed in the mail.Ms. ******* or the client can email
or mail a copy of the check to us (front and back) showing a deposit to us and
a refund will be issued. It has always been our policy to issue a refund if we
have proof of deposit and if the page is not posted.Thank you for your assistance in
resolving this inquiry as show we have been professional and expeditious in our dealings with the client and the family.Sincerely,
Staff at WriteAPrisoner.comCustomer Answer
Date: 09/26/2023
Date Sent: 9/26/2023 12:17:09 PM
My son's name is **** *** ****, **** #********* he is at the ********** **** in Lovelady, Texas. I can not send a copy of any check because they took the money out of his **** account on 05/12/2023 in the amount of $65.Business Response
Date: 09/28/2023
9/28/23
****** *******
ID COMPLAINT NUMBER: ********
To Whom It May
Concern:Thank you for
contacting us regarding further information from ****** *******.All inmates
incarcerated in a state or federal facility can request and obtain a copy of the
accounting from their inmate trust fund. Mr. **** would need to obtain a copy
of the check front and back showing deposit to us and that can be sent to us at
WriteAPrisoner.com, ** *** *** ********** ** ***********Once we have proof of deposit,
we will issue a refund to Mr. **** via USPS money order in the amount he has
proof of deposit for and an additional two dollars for any cost he may have incurred
in obtaining the funds.We consider this matter
resolved until we have proof of deposit.Thank you.
Sincerely,
Staff at WriteAPrisoner.com
Initial Complaint
Date:08/21/2023
Type: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.
My son completed the necessary ppwk for a pen pal and its been months no response. I emailed them they said they were sending him his packet that never got but he paid them in full ********* **** ******** * ******* ******* *********** ****Business Response
Date: 08/21/2023
8/21/23
***** ****** *** **** ******** *********
COMPLAINT: ********
Thank you for contacting us regarding an inquiry from Ms. ***** ******* a family member of **** *********
Our records indicate that we posted
a page for Mr. ******** on 5/16/23, with a stamp payment, his personalized
text, and his inmate information. He mailed that himself to us directly and did
not supply a photo. His welcome packet was
mailed to on 5/22/23 and we did not receive any mail returned.On 5/21/23 we received an
email with the photo to add to the page, that was done that same day.Our records show that we have had back and forth emails (19)
with Ms. ****** regarding our policies, the profile page for the client, and
any other concerns she had. We responded to each email within 24-48 hours and
all items were processed almost immediately upon receipt.We have no control over the USPS mail and would not know if
a client did not receive our mail unless we are notified and we send another
copy within 2-3 days upon request.
We will mail another copy of the profile page along with our
policies and guidelines in today’s mail.Our records indicate we have processed everything in a
professional and timely manner as per our policies and procedures.Thank you.
Sincerely,
Staff at WriteAPrisoner.comCustomer Answer
Date: 08/22/2023
Complaint: ********
I am rejecting this response because:Date Sent: 8/22/2023 7:27:23 AMThis response is from my son
also emailed them a few times. They said they were going to send a welcome packet several times, I never recieved any of them, and I never recieved a slip from the mail room saying mail was denied or returned.
Sincerely,
***** ******Business Response
Date: 08/22/2023
8/22/23
COMPLAINT: ********
Thank you for the response from the submitter though we have sent packets and have not had mail returned. We placed another copy of the profile along with the response to the prior BBB inquiry to the client on 8/21/23.
We consider this matter resolved as we have processed every request as stated in our prior response.
Sincerely,
Staff at WriteAPrisoner.com
Initial Complaint
Date:05/15/2023
Type: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 paid $65 for inmate #****** for a one year subscription for this service. The inmates profile is NOT listed on the website and I purchased this on 3/28/23. I have emailed and submitted request several times with no response. I finally found. phone number that tells me they do not accept calls to please submit a request on their website or thru email, which I have done. Please Help! I just want a refund.Business Response
Date: 05/15/2023
5/15/23
***** ******
RE: ******* ****** ******
COMPLAINT NUMBER: ********
To Whom it May Concern:
Thank you for contacting us regarding the complaint filed by ***** ****** regarding
a profile page for Mr. ******* ******.
Ms. ****** submitted payment only
on March 29, 2023. She did not submit
any of the required content. From that
date until the page was posted we communicated with Ms. ****** over seven
times.
The page was posted on 5/10/23 which is within our requested time frame of 8-12
days as the content wasn’t submitted (incomplete) until April 27, 2023, and
received April 28, 2023.
We are attaching documents
(redacted) of the most pertinent emails and also the copy of the profile page.
We have asked for the photo to be emailed or mailed to us and the client is
being mailed his welcome packet this week.
If Ms. ****** prefers the page be
removed and her credit card refunded, she can contact us via email to request that and we would be happy to process that
for her.
Thank you.
Staff at ******************Customer Answer
Date: 05/15/2023
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,
***** ******
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