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:01/19/2023

  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.

  Pigeonly has taken hundreds of pounds out of my bank account without my consent since March of last year. I was signed up for the forever free plan, and yet somehow I have found ~400 worth of charges in my bank statements from them, which have not stopped since I began conversing with customer services in July of last year. Despite my best attempts, I have been unable to get my money back. Just write physical letters to your incarcerated loved ones, it is cheaper.

  Business Response

  Date: 01/20/2023

  Hello ******,

  Thank you for bringing this to our attention. Please know that we will be more than willing to help you resolve this issue.

  This will be further investigated and rest assured this will be this will be taken care of as quickly as possible.

  Thank you and keep safe!

   

   

   

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Pigonly has charged my credit card 11 times since December 17th 2022 with out my consent. After paying ***** in August 2022 for a 3 month membership to be able to send pic and letter to a love one in prison in **** I received the picture I sent to the prison because ******* didn't have the correct address for the inmate I was sending pic too. I then bought another membership on on September 17 for ***** after they got there information corrected. I contacted there customer service via email and asked if I could just get my new membership the correct one extended 3 months instead of being reimbursed they said that they would do that so that means my membership wouldn't be due for another payment until March 17th 2023. On dec 17 2022 I as charged ***** for another 3 months. I contacted them via email because I had tried multiple times by phone with no answer. Now today 34 days after I first unauthorized charges I have been charged a told of 11 times. I have emailed them constantly with a response saying they would fix it. But nothing I finally was able to speak to a supervisor a few days ago and was promised that my card would not be charged again but it was these people are criminals I can understand the first time being charged in December being that that would be 3 months after the initial membership started up and clearly whoever told me that they extended it didn't but being charged 11 times within 30 some days for $***** is not acceptable and I have been emailing them pretty much every day for the past 30 days and I'm not getting anywhere I'm not the only person that this has happened to.

  Business Response

  Date: 01/23/2023

  Hello *******,

  We appreciate you bringing this to our attention. You had spoke with one of our manager and we promised to resolve this

  issue as quickly as possible. We assure you this will be taken care of . Thank you and keep safe!

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18837330
  
  I am rejecting this response because:
  They did refund me nine out of the ************************************************************************************************************************** the $25 my bank charges every time I over withdraw my account and I have not received that last refund for the ***** and clearly I was lied to by the supervisor as far as getting my money back for the $25 every time they charge my card and my bank was over withdrawn. 
  Sincerely,
  
  *************************

  Business Response

  Date: 02/03/2023

  Hello *******,

  Thank you for reaching out. This will be further investigated. We will request to have over draft fees be refunded.

  We will contact you ASAP to give you an update and rest assured this will be taken care of. Thank you and keep safe!

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18837330
  
  I am rejecting this response because: I have only been refunded 9 out of the 10 unauthorized charges to my account and as promised by the supervisor that I spoke to I have not been reimbursed a single one of the overdraft fees of $25 that I was told I would get reimbursed this company is a ripoff they are criminals and they need to be stopped I am not the only one that is complained about them this is a number of people have they're taking advantage of people trying to get in touch with their loved ones and it's sick
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/21/2023

  Hello *******,

  Thank you for bringing this to our attention. We will look into this again and we will make sure everything will be settled 

  and get situated. We would like to rectify this issue as soon as possible. Your account will be reviewed again and rest assured this 

  will be taken care of ASAP. Thank you and keep safe!

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18837330
  
  I am rejecting this response because:
  Pigonly still hasn't refunded me for the 10th time in the amount of ***** I have only been refunded 9 times and as there respond on Feb 3 that they would investigate and get a hold of me and they still haven't contacted me with it is the 22 that 19 days
  Sincerely,
  
  *************************

  Business Response

  Date: 02/24/2023

  Hello *******,

  Thank you for your message we understand your frustration. Upon checking the refunds that were owed were already processed.

  One of our Account Managers will be reaching out to you to provide you more in depth details about your case. Thank you for your time.

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18837330
  
  I am rejecting this response because:
  They lied to me after the number of phone calls and emails when I finally did speak to management I was told that I would get refunded the original ***** charged to my account unauthorized all 10 times and refunded the 25 my card charges me for going over my limit. I have been refunded 9 of the 10 times. I was not my fault that they stole money from me I contacted them as soon as I became aware of them charging my account unauthorized. Hello they were on there 11 unauthorized charges of ***** to my card in less than 25 days with 20 email, call and complaints by me before they finally stop. I thing that is puzzling to me is that never once did my account reflect any of this my account with pigonly never shown a balance of all this money so to me it look like stealing. So not only have I have to deal with you stealing from me now your only paying me part of what you stole from me and that ok so I cost me 250 because you pigonly unauthorizedly charge my card. Well isn't that nice. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/19/2023

  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.

  My bank notified me on 01/17/23 that someone was trying to charge my account *****. They denied the transaction. I looked up the website my bank provided. It was the Pigeonely whatever. I dont know how they got my card number but someone needs to do an in depth investigation and shut this down

  Business Response

  Date: 01/20/2023

  Hello ******,

  Thank you for bringing this to our attention. We will look into this and we would like to rectify this issue as quickly as possible.

  A report will be submitted and rest assured this will be taken care of as quickly as possible.

  Thank you and keep safe!

• Initial Complaint

  Date:01/19/2023

  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.

  On Jan 18 2023, my bank statement shows a pending card purchase from PGN Web for $34.99 on 1/20. And $1 on 1/19. I have not authorized this company to take any payments. I have tried to contact the company with no luck. I want the pending charges stopped or my money returned. Thank you

  Business Response

  Date: 01/20/2023

  Hello *****,

  We appreciate you bringing this to our attention. One of our manager already called you and verified some information. Please know

  that this will be taken care of and we would like to correct this issue as quickly as possible. Thank you and keep safe!

• Initial Complaint

  Date:01/19/2023

  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.

  I have been charged 6 times now by PGN-webhost none of which I have authorized. I would like an immediate refund of the money that was taken from **** was charged the following .99- 1/6/23 .$34.99 -1/9/23 $1.00- 12/22/22 $34.99- 12/19/22 $34.99- 12/16/22 $34.99- 12/2/22 This problem needs to be resolved immediately. This is absolutely unacceptable.

  Business Response

  Date: 01/20/2023

  Hello ********,

  Thank you so much for reaching out and for bringing your concern to our attention. We are more than willing to help you and

  we would like to rectify the issue as quickly as possible. We've been trying to call you so we can discuss the details but no answer.

  Please feel free to call us on ************* from 7am - 4pm pacific time. Thank you and keep safe!

  Business Response

  Date: 08/09/2023

  Hello ********,

  We appreciate you bringing this to our attention. We would like to rectify the issue as soon as possible. This will be

  further investigated and will make sure to resolve this issue as soon as possible. One of our managers will call you so you

  can discuss the details. This will be taken care of. Thank you and keep safe!

   

   

   

  Customer Answer

  Date: 08/24/2023

  To whom it my concern 

  I can attach my bank statements that show the dollar amount that they took and how many times they hit my account. Please let me know if there is anything else. 

  Business Response

  Date: 08/24/2023

  Hello ********,

  Thank you for your message. Upon reviewing the messages and your account I think it would be best if this was handled directly with you.

  One of our Account Managers will be reaching out to you in order to have this ordeal solved once and for all.

  My apologies for the inconveniece this has caused you. Your satisfaction is important to us, and we are committed to assisting you through this matter.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 18835875
  
  I am rejecting this response because: I would like to know how they plan on contacting me? Email? Phone number? I hope to hear from them soon.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/25/2023

  Hello ********,

  One of our Account Managers has reached out to you via email.

  Please respond back at your earliest convenience. 

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your card ending in x4976 was used to make an online or phone purchase of $34.99 at PGN WEB.January 18 2023 I have had problems with them before when I had an incarcerated daughter last year . Ive heard nothing from them and I see this today . I need my money . No one I know is incarcerated! Thank you

  Business Response

  Date: 01/20/2023

  Hello *****,

  Thank you for reaching out and we appreciate you bringing this to our attention. Please know that we are more than willing to help you

  with your concern. This will be further investigated and we would like to rectify this issue as quickly as possible. Feel free to call us

  on ************* from 7am-4pm pacific time Monday- Friday.

  Thank you and keep safe!

  Customer Answer

  Date: 01/20/2023

   
  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:01/19/2023

  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.

  Y'all are trying to charge me for something I never signed up for lucky I didn't have any money in the account. I would like to unsubscribe or what ever I have to do.

  Business Response

  Date: 01/20/2023

  Hello ********,

  We appreciate you bringing this to our attention. We would like to rectify this issue as quickly as possible. This will be further investigated 

  and rest assured this will be taken care of. Thank you and keep safe!

• Initial Complaint

  Date:01/17/2023

  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.

  It looks like everyone is being scammed by this company!! This has been occurring off and on since 2021!!!! I see multiple charges of $34.99 & $39.99. *** tried going on the websife to get more info but it doesn't allow me to log in. I am single mom of 2 and so every ***** counts. Stop taking my money when I am not prescribed nor do I want your services. I want a full refund!

  Business Response

  Date: 01/18/2023

  Hello *******,

  We appreciate you bringing this to our attention. We would like to rectify the issue as quickly as possible. We will look into this

  and rest assured this will be taken care of. Please feel free to call us on ************* so we can discuss the details and resolve 

  this issue as soon as possible. Thank you and keep safe!

• Initial Complaint

  Date:01/17/2023

  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 signed up for this free service in July and sent out one postcard. On Jan. 1st they withdrew ***** from my account and then on Jan 12th they withdrew another *****. I have never authorized this service and I want a refund and I want my information removed from their site.

  Business Response

  Date: 01/17/2023

  Hi ***,
  
  Thank you for your message and for bringing this to our attention. I see you have already been assisted by one of our phone representatives on 01/16.
  The issue was escalated to an Account Manager and I can confirm a refund has been granted. Your card has been removed from file and the subscription is completely cancelled as of now.
  I apologize for any inconvenience this has caused, please feel free to contact us at ************** if you have any further questions, thank you for your time and patience.
  
  

  Customer Answer

  Date: 01/19/2023

   
  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:01/17/2023

  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.

  I started a free trial for sending photos to a prison that REQUIRED, at the time, that we go through this third party company to speak with our incarcerated family member, via all mail and photos. I was left with no option by the prison but to go through them or not speak to my loved one, so I decided to just give them a chance and knew if I didnt like how they did things I still had a week allocated to me by pigeonly to cancel at any time before I would be billed. I started the trial, and not even 48 hrs later I was hit with a ***** charge, and I'm a single mother, that's a lot of money to lose for me right now. I called the merchant, confirmed my service was canceled and I was told they would refund me, but that didn't happen, not only that but every couple of days they were attempting to withdraw funds again but I had my card locked for that reason. Then they finally caught me slipping and got me for another $*****, so I made sure to dispute the charge and I had them blocked entirely, or so I thought. I could see when they continued to attempt to charge me and they were blocked from my account, and they were not stopping by any means necessary, and yesterday I see another $34.99 charge pending from pgn web and I thought there was no way that could be, they were blocked. When I called cash app to see what happened and how this could be, they informed me that they got through the system by switching there website. They can see its them. Very same merchant, but apparently with the new website they were able to hit everyone again. I don't know what to do anymore. I'm going without food bc these ppl continue to get away with this, and the fact the prison left us with these criminals as our only option @ the time, is pretty discouraging ,and I think they should be held accountable. I called pgn web yesterday & she said she would of course work to get me my money back, like they said the first time and she acknowledged that I DONT have a ********************* be chrged!

  Business Response

  Date: 01/17/2023

  Hello *******,

  Thank you for bringing your concern to our attention. We would like to get this issue resolved as quickly as possible. Your account has been forwarded 

  to the upper management for checking. Rest assured this will taken be care of as quickly as possible. We've been trying to call you to verify some information

  but no answer. Feel free to reach us if you have any question on ************* from 7am to 4pm pacific time. Thank you and keep safe!