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:12/19/2022

  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 have been charged ***** in the last 3 weeks by PGN web (Pigeonly). I have not belonged to this service since January 2022. I even recieved a text and email from them months ago asking me to return to their business. Proving I am no longer a member. They have not responded to my multiple emails, phone calls, or complaints. I simply want my money refunded for these unauthorized charges.

  Business Response

  Date: 12/19/2022

  Hello ***************,

  We appreciate you bringing this to our attention. We would like to rectify the issue as quickly as possible. Allow us to to do further investigation.

  Will go ahead and check on out end, if these are incorrect charges, rest assured they will be refunded. One of our Supervisor is trying to call you

  to verify some information but no response. Please know that this will be taken care of. Thank you and keep safe!

  Customer Answer

  Date: 12/20/2022

   
  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:12/19/2022

  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 tried out their 20 dollar subscription....didn't like their service so I canceled it. I then get two charges in November1l 1st and the 30th for ***** like many people. I've have been back and forth with their support. They said a refund would be on the way within 3 to 14 days. This was Dec2 when they said this it is Dec. 17 now.Where's my money?

  Business Response

  Date: 12/19/2022

  Hello *****,

  We appreciate you bringing this to our attention. Please know that we are more than willing to help you resolve this.

  Will do a follow up and will make sure that everything will be taken cared of and you will be able to receive your refund

  as quickly as possible. Thank you and keep safe!

  Customer Answer

  Date: 12/20/2022

   

  
  
  Complaint: 18602958
  
  I am rejecting this response because:
  
  I'm not accepting any response made until I get a refund. Period. I'm done. I emailed your service, they replied yesterday said the exact same thing you did "we're looking into it and will get back to you." Stop. Just refund it already. In the email chain you said you found the error and it would be **** business days, it's be beyond that, and I needed that money.  Attached is the SAME messgage (essentially), with another, different rep this time, so starting the whole process over again. I don't have the patience anymore with you guys to wait another **** business days, which will be more like 3 1/2 weeks with the holidays.
  I want my refund for two  (2) charges of 
  34.99
  From my statement:
  
  
  Dec 2, **************** *********** NV 11/29 (...2369)
  Card -$34.99
  Nov 3, **************** *********** NV 11/02 (...2369)
  Card -$34.99
  
  NONE of these should have EVER been charged. I signed up for the "free 1 card a month" plan, was never charged originally. Then I decided to subscribe to see what options you offered. Didn't care for any of them.  You should have one charge for *****, for the 1 month subscription, maybe. I don't know if I canceled in time, I don't care about the 20..I was trying it out, I have no use for the calls, or anything else, I simply wanted to send a greeting card. This was in September. Then 2 months later, surprise charges. Unacceptable, completely, that it took days of back and forth to "find my charge/info" in the billing system. I have never had a more horrible experience getting a refund from a company.
  
  Refund my money you STOLE, out of my account. Which is what you did, because I used you once for a card and that's it. Or I will be escalating this to my bank, and go from there.
  
  ***********************
  

  Business Response

  Date: 12/29/2022

  Hello *****,

  Thank you for your reply, we understand your frustration and please believe we do take this matter seriously.

  Which is why he worked on your account with urgency and I can confirm the refunds have been processed. 

  If you have any further questions, comments or concerns please do not hesitate to contact us at **************

  Monday to Friday from 7am-4pm. We apologize for the inconvenience this has caused, thank you for you time and patience. 

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18602958
  
  I am rejecting this response because:

  Lovely response,

  I am following up, as apparently I wasn't clear the first time

  Refund. All that you fraudlently took from me, I don't know who in your company is doing this, but I've worked in billing before, and sales, and there is something going on behind the scenes, because I've seen this in action.  You give the run around as long as possible hoping I give up, or best case scenario, really, really delay the payment. My previous company would never let it go past 3 weeks - 4 if there's a problem. This has been a back and forth of almost 2 months, and a full month of "waiting for payment" to "process". The invoice you sent in the email is good, makes me feel something is getting done, this response is good too because it lets me know something is happeneing. But because I keep getting these vague/cookie cutter responses to make me not worry, I am not accepting this. Not until I see the money in my account.

  This is what I am accusing, allegedly, that is happening behind the scenes, whether or not the top brass knows about it, or is complicit, as in our previous comminque. I want my money.

   As you are no doubt aware (and if you're not, well that's my whole point).  someone in your sales department (or the entire), is waiting for idle accounts with CC info saved on them, to charge them, to get their sales up. They meet their quota, they don't care if the person complains, it will be weeks sometimes months before they notice. They'll let the billing and customer service deal with the fallout. Then billing or customer service sends you around back and forth from one to another, starting the process each time you talk to a new person, delaying it longer. I'm not falling for that. 

   

  You have 14 business days to do it from 12/20/22. 

  If I do not see my money in my account by January 11, 2023. I don't mean it "pending" by the 11th. I mean my money needs to be in my account, AVAIBLE to use by then. Lucky for you had the holidays to make the 14 business days go for another month in normal days.

   

  This response is no different the the previous ones I got where it's just another roundabout way of saying "we're working on it!", just another same response I got originally, just to keep me from making another report, or going to my bank. I have never had to go to the BBB for a refund, even with difficult merchants. 

  In short, my full refund by the 11th, this month. in this year 2023. Or I go to the bank with my chargebacks, and then I start a campaign, to let as many people in the ** system, to NOT use your company. I will tell every inmmate I can possibly do, if I have to write 100s of letters so they know, with proof, all of this will take half a day to do. Then I will also write letters to other BBB like organizations so that people are more aware of your practice. I run a tight, tight budget, and I there were 2 days I didn't get to eat anything but by bag of goldfish crackers, because of your charges coming in at the worst time. I've in debt now because  I had to take out my savings to deal with a vet emergancy. All because of this shady company.  If I had more time, I would be more demanding.

  The niceties of this is over. I spent a month being polite. My money, by the 11, ****. not by the 11th, at 11:59PM, by the 11th as it hits midnight (I'll give a few hours for the banks to update the overnight posts).  Not **** days from date you send that msg.

  I apologize for my rudeness to you, the person dealing with me, but I am furious with your company, this is not against you, I'm sorry you have to be put in this situation by your company. You are only doing your job, and you can only do it the best you can if management runs the business right.

  I do appreciate you at least sending a msg that says it's urgently being looked at, instead of the default msg. Might be a different cookie cutter, but I cannot accept this unti I get my money back. That's it. Or unless you want to give me a giftcard to Amazon (or something), that has to be worth more then the charges that you charged me though, 100 in a gift card (one I can redeem online immediately, not in the mail), or full refund. Whichever is easier, if the bank is causing problems. Just a suggestion. Stop wasting my time with this, I work nights, this is not cool.

  Strong Regards,
  
  ***********************

  Business Response

  Date: 01/11/2023

  Hello *****,

  Thank you for your message. After I got this response I made sure to look into this for you right away.

  I was able to find the confirmation of you refunds and reached out to you. I was glad to read your reply and see it was all just a misunderstanding

  and that the issue was in fact resolved. Please accept our apology for the issues you have experienced with us, and feel free to reach out if you have any further questions. 

  Have a great day.

• Initial Complaint

  Date:12/15/2022

  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.

  The company took funds from Mt card even though they did not have authorization. They are refunding my money but in the meantime I got charged nsf fees because of them illegally taking my money.

  Business Response

  Date: 12/22/2022

  Hello ******,

  Thank you for bringing this to our attention. I can assure you this was reported and we will make sure this issue gets corrected for you.

  One of our Account Managers will be keeping a close eye on your case until this gets resolved. We apologize for any inconvenience this has caused.

  Please feel free to contact us if you have any further questions or concerns, we are here to help. Thank you for your time and patience while we handle this matter.

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18576031
  
  I am rejecting this response because: they didn't refund the nsf charge that they caused
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/06/2023

  Hi ******,

  We understand why you would not accept our response even though we have already processed a refund.

  One of our Account Managers will be reaching out to you to see how we may help with the other issue you are experiencing.

  Thank you again for your time and patience while we handle this matter. 

   

• Initial Complaint

  Date:12/14/2022

  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.

  On November 12th i attempted to use their service to email an inmate in the correctional system that boasted FREE access. Not only was I unable to contact the inmate, but the service was not free. On November 28th i was charged *****, so I reached out via email and got a reply back right away stating that they would refund my money and it could ***********-14 says to issue repayment. I also went on their website and cancelled the service successfully. Not only have I not received a refund but Skip to today- another charge for ***** was made. When I emailed them I did not get a reply whatsoever. I went into the my account on their website and saw that it states my subscription is pending cancellation on December 19th. I also have photos attached of the service description, which is named the "always free" plan. These people are scam artists and I want my money returned!

  Business Response

  Date: 12/20/2022

  Hello *********, 
  
  Thank you for message and bringing this to our attention.
  We are sorry to hear about the issues you have experienced with our company
  and we will do everything we can to have this corrected for you. An Account Manager will be reaching out to in order to discuss in detail how we would be better able to serve you.Thank you for your patience while we handle this matter.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18574499
  
  I must decline from accepting this response as a solution because: As shown in the screenshots I provided attached to the original complaint, the pigeonly team has already claimed several times that the situation would be rectified, my money refunded and even that an actual refund process had been initiated etc. Not only did they not do any of those things they said, but continue to attempt charges to the point that I've now had to cancel the card, order a new one and am currently inconveniently awaiting it's arrival. I don't believe if the complaint is closed before the money they flat out stole from me has been returned, that I will ever see a ***** of it back.

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

  Business Response

  Date: 12/30/2022

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

  Thank you for your message, we understand your frustration. We have taken urgent action and had this issue corrected for you.

  We apologize for any inconvenience or delay. If you have any further questions or concers please do not hesitate to contact us.

  Thank you for your time and patience.

  Customer Answer

  Date: 01/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. While I was looking for the solution to be a refund, which I did eventually receive- it is not okay for this establishment to continue to appear to have good ratings when they keep stealing money from people that only after extensive efforts and months of remaining vigilant was refunded to me. It causes one to wonder how many people have had money stolen that was either never noticed or never returned because they did not know to report them to the BBB. Therefore, I am reluctant to call this resolved because the company is going to keep on doing this same thing to people if there are no repercussions against them. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/14/2022

  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.

  PGN Web keeps attempting to withdraw $34.99 monthly from my credit card. I have not autborizes this payment and want it stopped.

  Business Response

  Date: 12/14/2022

  Hello *****,

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

  One of our manager will give you a call to confirm some information and will do further investigation. Rest assured this will be taken care

  of as soon as possible. Thank you and keep safe!

• Initial Complaint

  Date:12/05/2022

  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 had used pigeonly back in October or so of last year and only did the $20 a month package/ membership. They charged me about $200 in a week so I came in here after speaking with a couple different managers. I have gone several months without using their services but kept getting emails regarding a lifetime free membership for the inconvenience. I started using the app again (because the letters do get there way faster and I needed to get a message to my loved one quick). Since doing that Ive now been charged 6 different times AGAIN! Ive called the customer service number several times so far and it says they are down for maintenance. This is absolute bs its not ok to mess with peoples finances. I would like a full refund of everything you guys took and my card being taken off every part of their website and billing or anything attached to that company at all. Its looks as though they are taking ***** out every 8hrs, I have already emailed them and left them two voicemails and still havent heard anything from them.

  Business Response

  Date: 12/07/2022

  Hello *********,

  We appreciate you bringing this to our attention. We will be more than glad to assist you. Please allow us to do further investigation. A report will be submitted

  regarding this issue and rest assured it will be fixed as soon as possible. An email will be sent to you to verify some information so we can check it on our end and if you had been incorrectly charged, rest assured it will be refunded. Thank you for your patience.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18520323
  
  I am rejecting this response because: Nobody has contacted me and since my original complaint I have been charged an additional $60.00. You guys are charging my card daily if not multiple times a day. I am barely making a living and you guys are taking what little I have in my account and causing my account to be placed on a hold dude to this. I cant get through to anyone within your company because it says your number is down for maintenance. This is wrong and not ok I need this to stop please and my money to be given back to me immediately and for my card to never be charged again by your company!

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

  Business Response

  Date: 12/07/2022

  Hello *********,

  We appreciate you bringing this to our attention. We apologize for the inconvenience. One of our representative will call you to verify some information

  so we can check and process your request. Thank you and keep safe!

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18520323
  
  I am rejecting this response because:
  
  

  I still have not received a phone nor have I received the money back in my account that you guy took without my consent! I need my money back immediately, I work hard for what I have for my children and you guys are taking from my children by taking my money. Please give me my money back!!!!

   

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

  Business Response

  Date: 12/20/2022

  Hello *********,

  Good day to you. We've been trying to call you to verify some information but we got a non working number. Please know that you're account

  is in our priority list and we will make sure that it has been taken cared of. Kindly allow 3-5 business days for you to receive it.

  Thank you and keep safe!

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18520323
  
  I am rejecting this response because:

  My account was updated with my new information when I decided to use my lifetime free membership so I have not received any phone calls. My phone number is ************. So my account is going to be refund all of the money that was taken from me in 3-5 days? I still have not received anything from you guys.

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

  Business Response

  Date: 01/05/2023

  Hello *********,

  Good day to you. We tried to call you to confirm some information but it was routed to VM. We would like to rectify this issue and will make sure

  this will get resolved as quickly as possible. You can give us a call at *********** and look for **** to discuss details.

  Thank you and keep safe!

   

   

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18520323
  
  I am rejecting this response because:
  
  

  I have tried to call you guys back several times and every time that I call it says I have called outside of your normal business hours but when I do try to call on the times that it says your business hours are I still get that message saying youre closed. you guys are still actively taking money out of my account and at this point I am on the verge of filing a fraud claim against your company because you guys have yet to refund me any of my money and are still pulling money from my account and are not making any contact with me, I work every day until 330 Pacific standard time. If you call me at 3:40 Pacific standard time, I will answer it but again I am unsuccessful in trying to reach anyone at pigeonly and this has gotten out of hand you guys have taken a significant amount of money for me and I just want my money back you guys to stop taking money from my account and for this to be completely over and done with. 

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

  Business Response

  Date: 01/12/2023

  Hello *********,

  We appreciate you bringing this to our attention. We've been trying to call you however it was outed to your VM and we left you a message as well.

  Your request has been processed and we will make sure to resolve this issue as quickly as possible. Thank you so much and keep safe!

• Initial Complaint

  Date:12/05/2022

  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 purchased the 3 month subscription back in July. After a month, I began the process of trying to cancel this subscription with no responses or replies from any support team. Their phone numbers are down, and they will not respond to emails. Fast forward to November 3rd, I was charged $34.99. November 15th I was charged $1.00. December 2nd, I was charged $34.99 TWICE. I have documentation from my profile showing that I should have ONLY been charged $34.99 on July 25th. All of those other charges are FRADULENT!

  Business Response

  Date: 12/08/2022

  Hi *****,

  Thank you for your message we take these claims of unauthorized charges very seriously and make every effort to rectify the situation.

  An Account Manager has reported your concern and will be keeping a close eye on your case until this gets resolved. We apologize for any inconvenience this has caused.

  Thank you for your time and patience while we handle this matter.

  Customer Answer

  Date: 12/08/2022

   
  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.
  

  I have since received refunds for the amounts requested. Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/01/2022

  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 never signed up for this subscription and ever since February they have been taking $34.99 out of my account not once but twice a month and I can't get in touch with him and I want my money back

  Business Response

  Date: 12/02/2022

  Hello *******,

  We appreciate you bringing this to our attention. I can see you no longer have an active subscription with us. 

  The account was canceled already as per your request. Regarding the ***** that has been taken out, allow us to do

  further investigation, Rest assured, if you were incorrectly charged, it will be refunded.

  Thank you and keep safe!

   

• Initial Complaint

  Date:12/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up on 9/9/22 to send photos and cards to my sister. It says photos delivered 9/20. They tried to charge me on 9/13, but payment didn't go thru for some reason, wad to have free trial. Then charged beginning of October then beginning of November. Canceled subscription on 11/11/22, then charged $1 on 11/16/22. Emailed them to find out why, they did respond but not about why charging. Yesterday they charged another $34.99 and tried again today when bank declined it as suspicious. Bank says it came back as a charge for a dating and ****** service! Had to freeze my debit card now. **** says it is a scam. $71 in total they took for a few photos that I am not sure actually reached my sister as I have not heard from her.

  Business Response

  Date: 12/06/2022

  Hello *****,

  Thank you for bringing your concern to our attention. Kindly allow us to do further investigation. if these are incorrect charges, rest assured it will be refunded. We apologize for the delay of the shipment, that is because we are receiving a volume of orders that causes the delay. However, the issue was fixed already. We are caught up and rest assured mail will be delivered in a timely manner. We will keep an eye to your account, and this will be taken care of ASAP. Thank you and keep safe!

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18487194
  
  I am rejecting this response because:

  Their response does not sound legit. It sounds like they are talking about two things and the grammar is broken and doesn't make sense. I want a refund. They charged my debit card for dating and ****** services, total fraud and very embarrassing. I have since had to cancel my debit card so they will have to figure out a different way to refund me as I will not be giving them my information ever again.

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

  Business Response

  Date: 12/14/2022

  Hello,

  We appreciate you bringing this to our attention. We would like to rectify the issue.

  We will call you so we can discuss the details and resolve the issue as soon as possible.

  Thank you and keep safe!

• Initial Complaint

  Date:11/29/2022

  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 signed up on a free website a week ago and was charged $34.99 last night 11/28/2022. Ive called several times today and cant get anyone on the phone and have left messages with no return call. I need a refund!

  Business Response

  Date: 12/02/2022

  Hello Angel,

  Thank you for bringing this to our attention. We take these matters very seriously and want to have this issue corrected for you.

  An Account Manager will be reaching out to in order to discuss in detail how we would be better able to serve you. Thank you for your patience while we handle this matter.