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:01/02/2023

  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 was reviewing my bank statement and saw at least 3 charges for $34.95 from pgnwebhosts **. 3 times within a month, twice within 1 week. Whats distressing is, to my knowledge, I have never used my debit card with this company. I did at one time use an app the company uses for inmate phone services but have never used this debit card with it.October 7th $34.95 October 13th $34.95 October 31st $34.95

  Business Response

  Date: 01/05/2023

  Hello ******,

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

  do further investigation. We will make sure to resolve this issue as quickly as possible. If you were incorrectly charged,

  rest assured it will be refunded. Thank you and keep safe!

   

   

   

• Initial Complaint

  Date:12/22/2022

  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 am trying and have been trying to cancel a service I never agreed to sign up for. This company has been withdrawing money from my account and I can't get in touch with them to stop it. I signed up for a free trial and that's it.

  Business Response

  Date: 12/22/2022

  Hello *********,

  We appreciate you bringing your concern to our attention. Please know that it has been taken cared of. The account was canceled

  and you were refunded.Thank you and keep safe!

  Customer Answer

  Date: 12/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me and the account has not been cancelled and I have not received a refund or any type of email stating I will get a refund after their response a debit was tried again for 34.99
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/21/2022

  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.

  On 12/13/22 I signed up for one month of service for $19.99. My card was charged for that amount twice on 12/16/22, and once each on 12/19/22 and 12/20/22. There is an additional charge pending on 12/21/22. I spoke to a representative on 12/19/22, who said they would "investigate" the unauthorized charges for a refund, and would stop charging my card. The charges continue. With so many similar complaints, how does this business continue to practice like this without legal consequences? It's obviously not a bug in the billing system, but rather fraudulent business practices.

  Business Response

  Date: 01/04/2023

  Hi ***,
  
  I want to thank you for bringing this
  to my attention. We take these claims
  of unauthorized charges seriously and
  do everything we can to rectify the 
  situation. One of our Account Managers
  is working on your case and will be 
  reaching out to you in order to have
  this ordeal settled once and for all.
  My apologies for any inconvenience 
  this has caused, and thank you for your
  time and patience.

• Initial Complaint

  Date:12/19/2022

  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 for a subscription on December 4th, after my three day free trial, they deducted ***** out of my account, Which is completely fine because I was informed that it would do so. I was then charged another ***** on Wednesday, the 14th and Thursday, the 15th. Ive had a total of nearly $60 deducted when it shouldve only been the one **** charge for the month. *** attempted to call them several times and *** been made aware of their hours, I always call in between their work hours yet it continuously goes to voicemail each time. I decided to contact them via email two days ago. Although their site states they will be in contact within 24 hours I have not received a response yet. Its very irritating that I have to go these lengths but I will continue to do so. Please get this situated as soon as possible. Thank you

  Business Response

  Date: 12/19/2022

  Hello Destiny,

  Thank you for bringing your concern to our attention. One of our Managers already called you and assured you that this will be taken cared of.

  Thank you so much for your time. We will contact you again to give you an update.

   

  Business Response

  Date: 01/27/2023

  Hello Destiney,

  We appreciate you bringing this to our attention. This will be taken care of as quickly as possible. We will look into this and 

  we would like to rectify the issue right away. This will be further investigated and rest assured to resolve this ASAP.

  Thank you and keep safe!

• 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:12/16/2022

  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.

  This business charged me for a subscription service I never signed up for. I never authorized them to charge me for their subscription service hence why I never received a receipt for the transaction I was charged for. Its falsely advertised as free butI was charged.

  Business Response

  Date: 12/20/2022

  Hi ********,

  Thank you for reaching out, we take these claims of unauthorized charges very seriously and do everything we can to rectify the situation.

  I can confirm one of our Account Managers reported the issue and well continue to monitor your account until this issue gets resolved.

  We apologize for any inconvenience this has caused, please feel free to contact us if you have any further questions, comments, or concerns.

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

• 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.

  Hello, I have noticed that there are the following UNAUTHORIZED charges on my account - each for $34.99 from Pigeonly (https://pigeonly.com)12/14 - $34.99 12/9 - $34.99 12/2 - $34.99 12/2 - $34.99 11/3 - $34.99 10/31 - $34.99 I am requesting a refund for all of these amounts.

  Business Response

  Date: 12/20/2022

  Hello ****,

  Good day to you. We had spoke to your wife and confirm some information. Rest assured this will be taken care of.

  Please allow 3-5 business days for you to receive it. Thank you for your patience.

  Customer Answer

  Date: 12/27/2022

   
  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.
  

  However, If I do not receive a credit within 10 business days I will submit another complaint.

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

• 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.

  I've been charged ***** and I cancelled my subscription days ago why am I still being charged

  Business Response

  Date: 12/20/2022

  Hi ******, 
  
  Thank you for message and bringing this to our attention.
  We are sorry to hear about the issue you have experienced with our company.
  We will do everything we can to have this corrected for you. 
  One of our Account Managers will be reaching out to you in order 
  to get your ordeal solved once and for all. Thank you for your time and 
  patience while we handle this matter. 

• Initial Complaint

  Date:12/15/2022

  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 agreed to 1 month unlimited from this communications service to an Inmate here in ****. After they withdrew the $19.99 they took a 2nd $19.99 in which they promptly returned. 3 weeks into the 1 month( on Dec. 8th 2022 ) they took $34.99 without authorization. I emailed them and they said 4 to 14 days for a refund. While waiting for this time to elapse they took yet ANOTHER $34.99 on December 14 2022. I cannot afford such charges and had to call my bank to cancel my debit card. I tried calling this number ************** several times today and a recording states they are not taking calls. This is the 3rd time in 1 month they took extra money from my account. I also saw reviews and statements from others just like this. I believe its a fraudulent based company and needs addressed. Now how am I to get my money back since I actually cancelled that card ? Just seems like a scam .Please help and atleast address this issue. P.S. They will have to send me a check now. As I wont be allowing them my debit card number. *********************** ***************************************************************************

  Business Response

  Date: 12/15/2022

  Hello ******,

  Thank you so much for bringing your concern to out attention. We will be more than willing to assist you.

  Regarding your concern, kindly allow us to do further investigation, and we would like to rectify this issue as soon as possible.

  We will review your account, if these are incorrect charges, rest assured you will be refunded.

  Thank you and keep safe!

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18576169
  
  I am rejecting this response because: If a company can take my money FAST then they can give my refund FAST. I dont think its FAIR to have to wait so long to get my money returned!!! They shouldnt have to check the business **** if a customer said it was taken by mistake then it clearly was....Not 1 time but it was taken 2 times in 7 days.....my refund should be NOW not 2 weeks from now
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/20/2022

  Hello ******,

  We appreciate you bringing your concern to our attention. We will put your account on priority to make sure you will be able to receive

  it as quickly as possible. A request has been sent already, you will be able to receive it in 3-5 business days.

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