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:12/15/2022

  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.

  My wife signed up for Pigeonly services for me while I was locked up in 2021. We found out that they have been charging us for the entire year of 2022. $944 dollars in total. I tried cancelling my subscription, yet they keep charging me. I contacted them about refunding the money, but they are not responsive and hard to get a hold of. Their phone number is perpetually 'under maintenance' (weird thing for a company that provides phone services) and my emails are seemingly being ignored. I'm going to have to change my bank card to avoid them charging us more. The charges seem to be arbitrary. I was charged $34.99 on twelve occasions in the month of June alone. This place has a monopoly on inmate services in my area, and they take full advantage. There was never a bill or notification when they took my money. I only found out about this because I was losing crazy amounts of money. It's strange that a jail would be associated with a predatory company that takes advantage of people that are already in a bad place. On second thought, it sounds about right.

  Business Response

  Date: 12/14/2022

  Hello ****,

  We've been trying to call you so we can discuss the details. We appreciate you bringing this to our attention and please know that we 

  are more than willing to help you and rectify the issue as quickly as possible. Kindly keep your lines open so we can call you and we need 

  to know more information so we can pull up the account and check it. Thank you and keep safe!

   

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18574357
  
  I am rejecting this response because:It does not mention them refunding the $944 they took from me in 2022. They told me they would stop charging me, but since I already shredded that card it's a moot point . I'm looking for my money back, not more runaround. I was charged $34.99 on 27 different occaisions in the year of 2022. I was not in jail in 2022. This can be easily proven. There is also my bank record of these charges. I expect all of this to be paid back in full. These charges seem arbitrary, as I was charged 12 times in June alone. No reasonable person would agree to what this company is doing and I feel like it is criminal. I can't afford to lose this kind of money to an exploitative and predatory company.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/20/2022

  Hello ****,

  Good day to you. Is there anyway you can provide us a number so we can call you and discuss the details please. Or let us know the phone 

  number that is associated to the account. We will be more than willing to help you resolve the issue. We just need to have the account pulled up

  in order for us to review the charges. Thank you and keep safe!

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18574357
  
  I am rejecting this response because: I don't have my money back yet. The phone number associated with the account is ************. I've already given this to you. The phone number I can be reached at is ************. You have contacted me on this number, so I know you already have it. The card associated with the account ended in ****. This card does not exist any longer. I had it destroyed because that was seemingly the only way to guarantee you would stop charging me. Believe me when I say that I want this resolved.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/22/2022

  Hello ****,

  Good day to you. One of our supervisor called you to to verify some information. We will do further investigation and rest assured

  this will be taken care of. Thank you for your patience and understanding.

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18574357
  
  I am rejecting this response because: I've only been refunded ******. The money was deposited in my bank account. We agreed on them cutting me a $944 check. I don't understand why they keep dragging their feet on this. I want all of my money refunded. They still owe me around $630.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/06/2023

  Hello ****,

  One of our manager called to rectify the issue and to verify some information however, you said you were busy.

  Please feel free to reach out on ************* so we can resolve this as quickly as possible.

  Thank you and keep safe!

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18574357
  
  I am rejecting this response because: I've tried calling back several times during business hours, only to be told that I'm calling outside of business hours. I was at work when you called the other day. You still owe me money though. It's that simple. I don't know what we need to talk about. Give me my money
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/12/2023

  Hello ****,

  Thank you for reaching out. We would like to rectify this issue as quickly as possible. Please know that your request has been processed 

  and this has been taken cared of. Thank you and keep safe

• 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:12/12/2022

  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.

  https://pigeonly.com/ Pigeonly for Inmates I paid for a 3 month subscription on Nov 18th 2022 for *****. It is auto renews. On Dec 8th, they charged my debit card another *****. On Dec 12th they charged my debit card another *****. They don't answer their phone. it always says they are closed for maintenance. They don't answer the emails either. No one ever joins the chat they say you can do on the website. I am turning this in as fraud with my bank and having my card cancelled as I cannot remove it from their website without losing what i first paid for. I want my money back. From the other complaints i see here, it is a common theme.

• Initial Complaint

  Date:12/08/2022

  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.

  Pigeonly has taken ***** from my account 5 times since October 28. Transaction 1-October 28, Transaction 2-November 3, Transaction 3 & 4 December 2, transaction 5 December 7! I understand the transaction on October 28 was to renew my subscription but the others are fraudulent. Please refund my money asap. I am due $139.96! This is ridiculous, will absolutely will not use this service once my subscription cancels 1-25-23!

  Business Response

  Date: 12/12/2022

  Hello *****,

  We appreciate you bringing this to our attention. Allow us to do further investigation. If these are incorrect charges, rest assured it will be taken cared of 

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

   

• Initial Complaint

  Date:12/07/2022

  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 theor service and initially had the free service, then on Dec 4th i decided to try the 3 day free trial of what is supposed to be a 20 or 11$/month subscription. If cancel then i dont pay. I cancelled on dec 6th. 2 days into the 3 days. Today however a charge appeared from them on my bank, for 34** this wouldn't even reflect appropriately the stated cost for any subscription offers. Either way i should not have been billed or charged for ANYTHING. I cancelled before the 3 day trial was up, i never authorized an any other payments whatsoever. I tried calling it says maintenance so line is down and noreply to email yet.

  Business Response

  Date: 12/16/2022

  Hi ******,
  
  Thank you for reaching out and bringing this to our attention.
  We take these claims seriously and do everything we can to rectify
  the situation with urgency. I can confirm one of our Account Managers
  has reported your concern and will be reaching out to you. Thank you once 
  again for your time and patience while we handle this matter.

• Initial Complaint

  Date:12/07/2022

  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 date of the transaction: 11/28/2022 $34.99 was charged to my **** This business committed to provide one free digital postcard per month and it is a forever free service for loved ones to inmates.The business phone number when called states that it is under maintenance and I cannot get a hold of the company. I do not want to email this company due to suspected fraud, and need to have my information removed from their system.

  Business Response

  Date: 12/16/2022

  Hello ******,
  
  Thank you for reaching out, we take these claims of unauthorized charges very seriously. We understand your concerns and we will do everything we can to rectify the situation.                                           

   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.

• 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 signed up for the Forever Free Pigeonly account on November 28, 2022. However, I just noticed that they charged my credit card $34.99. I checked my account, and it says free. So, when is free not free? This business should be shut down as I see this happens all the time. I am asking for a refund and for my account and credit card information to be forever deleted from their service.

  Business Response

  Date: 12/08/2022

  Hello ****,

  Thank you for reaching out and bringing this to our attention.We take every claim of unauthorized charges very seriously and make every effort to rectify the situation. 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: 12/11/2022

   
  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.

  The account manager contacted me by email and stated refund will be processed in 3 to 14 days.  I will be watching for the refund.

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

• 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!