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:12/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up 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.com

  
  

• Initial Complaint

  Date:11/14/2023

  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.

  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.com

  Customer 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 information

  Thank you.

  
  Sincerely,
  Staff at WriteAPrisoner.com

• Initial Complaint

  Date:09/25/2023

  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.

  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.com

  Customer 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:Customer Service 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.

  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.com

  Customer Answer

  Date: 08/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:Date Sent: 8/22/2023 7:27:23 AM
  

  This 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:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:03/13/2023

  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.

  As many others have the same complaint as me. I sent money in to help my nephew receive letters from penpals to fill his days. They never followed up and nothing has been done. When I went on line to ask them about it, they gave me a "Chat person". This person sent me to a site to pay another $5 to get an answer. When I tried to get out of the site it said my computer was frozen and I had to pay money to get it unfrozen. I immediately turned off my computer. It seems okay. I want my $65 back!

  

  Business Response

  Date: 03/17/2023

  3/17/23

  COMPLAINT ID:  ********

  ******* ********                                                                                                                                                                                                                                                                                                                                                                                        **** ******* **** *****                                                                                                                                                                                                                                                                                                                                                                        ***** ****** ** *****

  Thank you.  Our records indicate we received a gift payment for a profile for ******* ******, an inmate in Michigan. This gift payment was submitted on 2/9/23 and received on 2/10/23.  As per the verbiage when a gift packet is purchased, we mail the client (inmate) a gift packet within three days of receipt of payment. the packet for Mr. ****** was mailed on 2/13/23 (Monday).  The gift packet informs the client that a gift has been purchased for them and we send an application to fill out, sign, date, and rturn to us, with their desired photo and text.

  As of this date we have not received that from the client.

  We did not receive any emails or inquiries from Ms. ********* either regarding a refund or what actions had been taken.

  We have never offered chat support, and we certainly would never charge a fee for support of any kind. It sounds as though the customer may have gone to a different website, and we would recommend taking that up with the other business or their credit card company regarding a $5.00 charge. 

  We would be happy to either request a refund for the credit card holder, or assist her in submitting the content for the profile so it can be posted quickly.

  If she prefers to wait for the inmate to send us the content, we are happy to process once received or send another packet if he has not received the first one.

  Please ask Ms. ******** to contact us directly at [email protected] and we would be happy to assist in whatever she wishes to accomplish.

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service 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.

  On 10/24/2022 $65.00 was paid on my behalf to create a new profile. At this time a photo and Ad was uploaded to the website. On 11/02/2022 Write-A-prisoner activated an previous account from nearly 2 years ago, with no photo included. Their pamphlet and website quote's $65.00 as the cost for a new profile. After paying this amount a expired account was reinstated instead, with inaccurate information that no longer pertains to me. I am asking for your help to contact WRITE-A-PRISONER of this issue as they refuse to respond to any email or letter thus far that has been sent..

  

  Business Response

  Date: 11/17/2022

  11/17/22
  
  Inmate information given:
  ***********************
  
  *******************************************************************************
  
  RE: ***********************
  
  To Whom It May ********
  
  Thank you for contacting us regarding information for *************************** though without the credit card holder name, and more information, we cannot fully respond to this complaint.
  
  If payment was made on 10/24/22, we would have received the payment information on 10/25/22. From that date we do ask for an **** day turnaround time to post all profiles. The page was reinstated on 11/2/22, within our requested time frame.
  
  **************** profile was a "reinstated" profile paid, for meaning we would post using the old information though as a customer service, we do offer the payer to submit new content.
  
  We do not show any emails to us from anyone regarding ************ though without a name, or more information, we cannot research fully.
  
  The page was posted on 11/2/22 so if a letter was sent we would not have had time to have received and/or responded. If an email was sent, we have searched our database and do not see anything under his name except this complaint.
  
  Please ask the person who contacted you (no name given) to contact us at general-****************************** so we can research and rectify any issue. We will be happy to post a new photo, and new text, and edit/update any inmate information when that is received.
  
  Thank you.
  
  Sincerely, Staff at WriteAPrisoner.com
  

  Customer Answer

  Date: 11/29/2022

  As a result of my incarceration, my ability to respond to your latest letter couldn't happen til today upon receiving your letter.
  
  So the account was paid by a friend "*****", at the time of payment a picture and msg was uploaded to your System. Several emails were sent to the company website, no response was ever received. I have also sent a physical copy of my photo with the written msg that I would like applied to said profile via certified mail. I should not have to pay additional funds to update a profile, when I've been charged the $65.00 that NEW CUSTOMERS are charged, due to my previous account being expired for over a year.

  

  Business Response

  Date: 11/30/2022

  11/30/22
  
  Inmate information given:
  ***********************
  
  *******************************************************************************
  
  RE: ***********************
  
  To Whom It May ********
  
  Thank you for contacting us regarding further information for *************************** though as per our last response to you, we did ask that either the submitter or the client contact us so we could assist.
  
  We were not given a credit card holder name, a user account, transaction ID, etc. from either the submitter or client and did not receive emails regarding inputting pages or even updating the content.
  
  In having to research with the credit card authorization company we found a payment from "Gunnie D" submitted as a REINSTATEMENT. We are attaching a copy of the receipt from the credit card authorization company and a copy of what the submitter paid for the page under for verification of this information.
  
  We received one email from *********************** (also attached) with no mention at all of a client, or an issue with a payment, etc. This email was responded to the following day, and we have not heard from the emailer since though the user account is active.
  
  Even though pages are reinstated (as is) we d offer to allow the client to submit new content as part of the package. No one submitted any new content.
  
  Since we have not heard from ************ directly, nor the person who paid for the profile and filed the complaint, we have refunded the credit card holder for the total purchase price and removed the page.
  
  If ************ would like to submit a new profile, he may do so at anytime via **** mail and will mail a new application and brochure to him to use if he wishes to do so.
  
  Thank you.
  
  Sincerely, Staff at WriteAPrisoner.com
  
  See Attachment/File: *********************** payment information.pdf

• Initial Complaint

  Date:10/23/2022

  Type:Customer Service 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 paid for a subscription with write a prisoner.com for my nephew and I keep telling them that I do not see his post and also it has been since September so it has been long enough it's almost November and it should be posted by now and this is just recently I paid on September 28th and it's the end of October almost November and still haven't heard anything they lack communication very badly and the phone number that you have on your site you might as well not even have it up because they're not taking any calls on that number so that number is just false it's not a customer support number they do not have any which is not cool for a business.

  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/25) */ 10/25/22 ***************** **************************************************************************************************************************************************************************************** ************************************************************ To Whom It May Concern: Thank you for contacting us regarding the inquiry from Ms. ******. She does not give information on the client/inmate. We researched our emails and show she paid on 9/29/22 at 7:40 p.m. We received that on 9/30/22. Our email history shows Ms. ****** emailed us on 10/2/22, we replied on 10/2/22, she emailed again on 10/3/22, we replied on 10/3/22. The page for Mr. ****** was posted on 10/9/22, which is within our requested time frame. The welcome packet was mailed to Mr. ****** within 10-12 days of being posted. We are submitting the payment page, the profile, and the information from our website regarding the time frame for processing, which was emailed to Ms. ******. Our research indicates that we handled every request promptly and professionally. Thank you. Sincerely, Staff at WriteAPrisoner.com Consumer Response /* (3000, 7, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all the issue wasn't that my inmate was added the issue was I was trying to add a profile picture and it would never allow me because the link does not work and that is where they never responded to I also keep all emails and I can download them for you also tell them they need to fix their site map because nothing seems to work that you need. Business Response /* (4000, 9, 2022/10/27) */ 10/27/22 ***************** **************************************************************************************************************************************************************************************** ************************************************************ To Whom It May Concern: Thank you for contacting us regarding further information from Ms. ******. When we were contacted previously by Ms. ******, the page had not been posted yet and there is no link or access to an unprocessed page. There was not an issue with links, it was the fact that the page wasn't posted on our website yet. Once a profile is posted "live" on our website, there are links that can be used to submit changes, edits, address changes, etc. If Ms. ****** has edits, or changes, she wishes to make, she can email us the information and we would be happy to get that processed for her very quickly. If she is submitting more content (adding a photo, changing the text, etc.), she would go to the profile page, scroll to the bottom of his information, and click on the Make Changes link. That will take her to his account where she can submit payment and/or content. If she needs assistance in getting another photo posted, she can email us at general-***********@writeaprisoner.com and we would be happy to help. Please contact us if we can assist further. Thank you. Sincerely, Staff at WriteAPrisoner.com

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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.

  My son ************, #********, who is a prisoner in TX, wrote a letter, with a picture of himself and included a $65 check to make a profile of him and he never got a response back AT ALL. It has been over 6-8 weeks ago when this was done. He also sent a second letter recently to complain about not getting a response to the first one. He also sent the same in 2018 with a $50 check and NEVER got a response to that as well. My son wants his money back, along with his picture. I have now wondered if this is legit, and have also called the Chamber of Commerce there in that area to see if this business is legit, since this is the second attempt my son has tried to set up a profile and it didn't work. I don't appreciate my son being taken advantage of. I am requesting his refund along with his picture he sent!!!

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/01) */ 9/1/22 ************* for ********************* ************************************************************ To Whom It May Concern: Thank you for contacting us regarding an inquiry from ************* for her son, ************, Texas inmate ********. Mr.******* had a profile in 2019 that was posted on 6/10/19, that was from a 50.00 payment that was submitted by the inmate. We mailed the welcome packet within 10-12 days of posting the page though it was returned to us on 7/5/19 with a statement from his facility that he was out to court for a bench warrant. We waited a month and mailed the p package again and did not receive anything returned in the mail. We received all required content and payment for the new profile on August 1, 2022. Although we do ask for a six-to-eight-week turnaround time to post all pages, the profile was posted on 8/18/22, well within our requested time frame. The welcome packet will be mailed directly to the inmate at his facility. We did receive an email from Ms.******* on August 30, 2022 (7:47 p.m.). We responded on August 31, 2022 and assured her that our policy had always been if we have proof of deposit and there is no page posted, we are happy to issue a refund to the payer. We have since received the complaint with your organization and have emailed Ms.******* today (9/1/22) informing her that we would be responding to the BBB complaint and gave her the information on her son's profile page. Thank you. Sincerely, Staff at WriteAPrisoner.com Consumer Response /* (2000, 7, 2022/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their response sounds good. My son is still awaiting his packet to be received and hopefully he will receive it soon. As of 9/11/22, he still hasn't gotten it yet and the 12 business days were up on 9/6/22 from 8/18/22. My answer will be yes IF he receives his packet and No if he does not!!!. He didn't receive the first one in 2019 when he was on bench warrant for that whole year so not sure what the Unit did with it, but he was gone from May 31, 2019 to January 2020. Their answer to that sounds legit but since he didn't get it and didn't know that, makes him worried, about this time as well since it was taking awhile. If his packet isn't received, I will have to complain about that. Hopefully it will arrive.

• Initial Complaint

  Date:08/03/2022

  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 sent write a prisoner 65 dollars so they could send my son the paperwork to fill out so he could fill it out and send it back to write a prisoner and b put on the website he's never recieved it I've sent u many requests about this and was told u would send it to him still nothing so I'm asking for my money back asap to a card I give u since I believe the card I used i no longer have I hope I don't have to go thru all kinds of nonsense to get my money back it's been way to long given u ample amount of time and u still havent sent him the forms so I'd like my money back I'll give u the new card number when I hear back from u as to what ur gonna do. Thank u

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/04) */ 8/4/22 *************** ********************************************** ************************************************************ To Whom It May Concern: Thank you for contacting us regarding an inquiry from Ms. **************. Our records indicate that we have been in contact with Ms. ******* many times since the original gift was purchased at the end of March. We have over ten emails back and forth with her requesting the packet be sent to the inmate. We mailed three packets directly to the client and have not received anything back from the client. We offered to assist Ms. ******* in getting the page posted if she wanted to submit content and she did not wish to do so. We also offered a refund and did not hear back from her. If her credit card is no longer valid, we will send a check to her directly at the address she has submitted to you within the next three weeks. We will remove the paid receipt from our holds file and the page will not be posted if content is received. We appreciate your help in this matter. Sincerely, Staff at WriteAPrisoner.com