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: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.

  November 28,2022 at between 4 and 5pm today I was charged ***** from pgn web it was not authorize to take money out of my acct

  Business Response

  Date: 11/29/2022

  Hello *****,

  Thank you for bringing this to our attention. An Account Manager will be reaching out to you in order to have this situation rectified. Thank you for your time and patience while we handle this matter.
  

   

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18473556
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/29/2022

  BECAUSE THEY REFUSED A REFUND AND I HAVNT GOT AN EMAIL OR A CALL FROM THEM REGARDING THIS ISSUE 

  Business Response

  Date: 11/30/2022

  Hi *****,

  We are sorry for any delay but I can confirm an Account Manager has reported the issue and will continue to monitor your account until you this issue has been resolved for you.

  If you have any further questions please feel free to reply back to the email that was sent out to you. Thank you for your time and patience, have a great day.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair 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 fianc inmate is not receiving his mail at ******************************** in **********, ****. **** prisons have contracted with Pigeonly Corrections of *********, **. Inmate mail is sent there directly from the writer. They scan the mail and send a copy on to the correct **** prison. My inmate has not received a letter I wrote to him two months ago and has not received any letters I have written to him this month. I am using the correct address and am following prison mail rules. **** says they do not withhold mail from inmates. They told me that Pigeonly sends a notice to the writer before sending the mail on to the prison. I have not received any notices from them. Therefore, I think the problem is with Pigeonly. I have notified them of the problem and have not received a reply. I have also notified **** of mail theft in this case, as Pigeonly has not delivered the mail from me.

  Business Response

  Date: 12/07/2022

  Hello *****,

  Thank you for bringing your concern to our attention. We apologize, as we are receiving a volume of orders, however, we are all caught up and rest assured that it has been taken cared of. Your loved one will be able to receive the mails as soon as possible. Thank you so much for your patience.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18461552
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/28/2022

  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 was advised that the cost would be $19.99 a month to send unlimited photos, letters etc. Pigeonly charged my debit card THREE separate times in the amount of $19.99 each this month. Once on November 3rd, again on November 15th and again on November 23rd, 2022. This caused TWO OVERDRAFT FEES of $28 each. I have tried and tried to contact someone via email AND phone to return the TWO unauthorized charges and the TWO OVERDRAFT FEES and ***** has called me back. The website doesn't allow me to cancel my membership nor remove my debit card!!!! Someone needs to contact me and reimburse me a total of $95.98 to cover the cost of the TWO unauthorized charges and the TWO OVERDRAFT fees. I want my membership canceled and my card removed as well. I shouldn't have to cancel my debit card and wait for another one to be reissued. My contact phone number is ************.

  Business Response

  Date: 12/06/2022

  Hello *****,

  We appreciate you bring this to our attention and we will do further investigation. You should not be getting any charges because you are in a Forever Free plan.

  A report will be submitted, and if these are incorrect charges, rest assured you will be refunded. Thank you and keep safe!

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18459818
  
  I am rejecting this response because they are still taking money out of my account. Charging my debit card $19.99
  
  Sincerely,
  
  ************************************

  Business Response

  Date: 12/14/2022

  Hello *****,

  Thank you for answering our call. Please know that we acknowledge your request and this will be taken cared of as soon as possible.

  Thank you and keep safe!

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18459818
  
  I am rejecting this response because: 

  Again, I am not able to submit a response unless it is through email. 

  
  

  I received a call from Pigeonly on 12.14.2022 stating they were refunding two charges of $19.99 each and two overdraft charges of $28.00 each for a total of $95.98 total. They said it can take 5-7 business days to receive the refund back onto my card that they charged and that they would cancel my membership and remove my card information and if I decided to open an account with them my first month would be free. 

  
  

  I am requesting this case to not be closed until I have confirmed receiving the refund back to my account. 

  
  

  Thank you, 

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

  426 ************************

  **********, **** 51106

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

   

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

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

  Business Response

  Date: 12/21/2022

  Hello *****,

  Good day to you. One of our supervisor called you to verify some information. Please know that this will be taken care of.

  Your request has been processed already. Thank you for your patience and keep safe!

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18459818
  
  I am rejecting this response because: I was advised by **** (Supervisor for Pigeonly) on 12.14.2022 that they were going to reimburse me two $19.99 charges and two $28.00 overdraft charges for a total refund of $95.98 and was advised this would be expedited back to my debit card within 3-5 days I still have not received it. The same Supervisor called me today, 12.21.2022 and said the same thing that it would be expedited back to me within 3-5 days and I explained that she told me the same thing 7 days ago and I still do not have the refund in my account. She ensured me this will be refunded. I do not want to close this case until I have received the full $95.98 back as promised. 
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 month subscription of ***** for Pigeonly to be renewed on 12/29/2022. On Nov 3rd and AGAIN on Nov 15 charged ***** both days. Getting the run around regarding a refund for the 2 Nov dates. Beyond ****** !

  Business Response

  Date: 11/28/2022

  Hello ****,

  Thank you for reaching out and bringing this to our attention. An Account Manager will be working on your case and will be reaching out to better to assist you.

  My apologies for any inconveniece this has caused, we will make sure this gets corrected for you. Thank you again for your time and patience while we handle this matter.

  Customer Answer

  Date: 11/28/2022

   
  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:11/16/2022

  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.

  My brother is locked up and he suggested getting pigeonly for him to get pictures and things faster. I signed up on 11/5 and it was a 3 day free trial and then come 11/8 they would charge ***** for a 3 month subscription. Well they did which I wanted but then they took out another ***** on 11/14 and then again on 11/14. Ive been trying to get a hold of someone but they have not returned any phone call back and then on 11/15 Ive have been on the phone since 10am eastern standard time until they close at 4pm and still did not get a answer from anyone. Theres no way there in the phone with other people for 6 hours. I want someone from the company to reach out to me please so that we can resolve this.

  Business Response

  Date: 11/16/2022

  Hello *****,

  We appreciate you bringing this to our attention and we will be more than glad to help you resolve this issue.

  We apologize no one is being available to take your calls as we are doing some system updates to ensure the quality of every 

  call. Please know that this will be taken care of. A report will be submitted and will make sure to rectify this as quickly as

  possible. Thank you and keep safe

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair 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 placed an order to send my loved one pictures in your first 3 day free trial and that was on November 5th 2022 and they have yet to even be sent out ! Your shipping days 3-5 days its been well over that time frame and its saying processing still ! Ive had this happen before with a postcard that hes never received and I complain I reach out and no response ! Thats not right knowing our loved ones are patiently waiting pictures , letters , postcards from us and we put it in your hands only to never get or talk c*** to because they are waiting and we look like liars but its not us its your time ******************* mishaps !

  Business Response

  Date: 11/17/2022

  Hello ********,

  We appreciate you bringing this to our attention.

  We would like to apologize for the delay as we are currently receiving a volume of orders due to the overwhelming response for the unlimited

  that causes the delay. However, the good news is, we are almost caught up. We will put your account on priority to make sure your loved one

  will receive it ASAP. Rest assured this will be taken care of.. ***** you and keep safe!

• Initial Complaint

  Date:11/14/2022

  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.

  I have had pigeonly for a while. I have had the free service option for over a year. The free service does not offer much but I never deleted it incase I ever did need it. Today, I got charged $34.95 and I don't know how or what for. The card on file isn't even my recent card and $34.95 is not even an amount on the website. I sent them an email but reading other complaints now I am not hopefull they will respond. I just am not sure how they can debit my account for something I never signed up for.

  Business Response

  Date: 11/17/2022

  Hello *********,

  Thank you for bringing this to our attention.We take every claim of unauthorized charges very seriously and make every effort to rectify the situation. I can confirm one of our Account Managers has been working on your case and will make sure this issue gets corrected for you.I apologize for any inconveniece this has caused, thank you for your patience while we handle this matter.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair 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 used Pigeonly to try to write my ex boyfriend in jail several months ago. This must've been like early summer. I used the free option and asked him for at least a month straight if he ever received my messages. According to him, he never did. I even paid a couple extra dollars to have my letter extended. So I cancelled my account and ended my subscription. We broke up and stopped talking, for some odd reason today I received a charge of ***** to my card from PGN WEB. I did some research and discovered that I am not the only one being taking advantage of through false information. I used the free account and subscription options, never sent any cards or pictures. The only purchase I made was to extend my letter to him. I only tried writing him maybe twice and it never went through so I ended my account. Even though this happened in maybe June, somehow they charged my account ***** today (11/11/22). I am highly upset with this service and would like this issue resolved. If there are any further actions I can take to make sure there are consequences to these actions, PLEASE LET ME KNOW. Im sick of companies like this lying and profiting off of innocence. Profiting and lying off of societys pain.

  Business Response

  Date: 11/14/2022

  Hello ********,

  We appreciate you bringing this to our attention. We would like to resolve this issue as quickly as possible.

  An email will be sent out to you to verify some information so we can look into this.

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

• Initial Complaint

  Date:11/14/2022

  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.

  Today Friday November 11th 2022 I was billed $34.99 from PGN Web. I never authorized them to bill me $34.99. I opened the account back in April of this year and signed up for a forever free subscription and once realized that I couldn't even use the service I have never used the service at all for anything I haven't even been back to the websites since I made the account. And now all the sudden I'm being billed $34.99 from out of nowhere. I can't get anyone on the phone I've emailed them haven't got a response and the only thing that it says online is that my subscription won't cancel for another 30 days and it's a subscription for the forever free subscription that doesn't have any prices on it. It won't even let me take my card off of their website.

  Business Response

  Date: 11/15/2022

  Hello *******,

  Thank you for reaching out and bringing this to our attention. Please allow us to have this issue corrected for you.

  An Account Manager will be taking over your case and will be reaching out to you 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: 11/15/2022

   
  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:11/14/2022

  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.

  I signed up to them for a free trial and cancelled prior to the trial ending. I noticed two charges on my account:11/03/2022 PGN ******************** -$34.99 10/31/2022 PGN ******************** -$19.99 I sent them an E-Mail to reverse the charges but so far I have not received a response.I can see I am not the only one that is complaining about this company.All I am asking is that they issue the refund right away. If they truly take unauthorized charges seriously, then it should not take more than 24 hours to resolve this. Any else is just lip service.Thank You ******

  Business Response

  Date: 11/14/2022

  Hello ******,
  Thank you for bringing this concern to our attention. Upon checking,one of our Account Managers replied back to your email within 1hr of your first message.
  The issue was reported promptly and immediate action was taken.I have made sure this billing issue is corrected for you. If you have any other questions
  or concerns, please do not hesitate to reply back to that email, or you may also call us at your earliest convenience. My apologies for any inconveniece this has caused,
  and thank you for your time and patience.