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:11/07/2022

  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.

  This company fraudulently took $34.99 out of my account June 2022. They then took $34.99 out two weeks later. Three weeks after that they took $39.99. I did not authorize this and have been getting the run around every since. I cannot get them to respond to emails and cannot get them to answer phone calls. Im going to start a class action lawsuit. They have no right to continue taking peoples money when not authorized. I signed up for a free 7 day trial only. Canceled before the 7 days. This was in June of 2021. Took money out of my account over a year later. Fraudulently

  Business Response

  Date: 11/09/2022

  Hello ********,

  We appreciate you bringing this to our attention. We would like to resolve this issue as quickly as possible. A report will be submitted regarding the charges, will do further investigation and will make sure this will be taken care of as soon as possible. Thank you and keep safe!

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18370026
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/14/2022

  For months this company has told me they would make it right. For the last month they will not answer or return phone calls or emails

  Business Response

  Date: 11/17/2022

  Hello ********,

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

  Rest assured this will be taken care of. We will send you an email to verify some information so we can do further investigation.

  Meanwhile, a report will be submitted and rest assured this will be taken care of ASAP. Thank you for your patience and understanding.

   

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18370026
  
  I am rejecting this response because:
  I will accept response once I receive refund. I have no trust in this company. Ive requested money back for 5 months that they had no right taking. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/06/2022

  Hello ********,

  We appreciate you bringing this to our attention. We apologize for the inconvenience. Upon checking however, a refund has been processed already

  and you should be able to receive it already. Please allow us to do further investigation. A report will be submitted that you're still unable to receive your refund

  although it shows on our end that it has been refunded already. Kindly allow more time. You will receive a call once refund is confirmed.

  Thank you and keep safe!

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18370026
  
  I am rejecting this response because: They have had months to refund the money. It still has not been refunded, even though they say it has on their end. I have bank statements to prove it. They had no problem taking money(fraudulently) from my account. There should be no problem refunding the money to my account. This company has caused me nothing but problems and time. And clearly Im not the only one. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/07/2022

  Hello ********,

  We've been calling you to confirm some information but we got no answer. Please know that a refund will be process, however would just like to confirm

  if you agree to receive it via check payment. One of our representative will call you to discuss this matter. Thank you and keep safe!

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18370026
  
  I am rejecting this response because:I received 2 missed calls. No voicemail letting me know who called. I should not have to fight for money to be put back into account that never shouldve come out. Please resolve this matter. I would like ALL the money back asap. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/20/2022

  Hi ********,

  Good day to you. One of our supervisor already called you and verified some information. Rest assured this will be taken cared of

  and you will be able to receive your refund in 3-5 business days.

  Thank you and keep safe!

• Initial Complaint

  Date:11/03/2022

  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.

  Yes I was charged ***** on my paypal for Pgn web says I sent money when I did not send money I can't dispute it there is no option I did not send money or authorize it to be done

  Business Response

  Date: 11/03/2022

  Hi *******,

  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. Your concern has been reported and we will make sure to corrected this for you. Thank you for your patience while we handle this matter.

• Initial Complaint

  Date:11/01/2022

  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.

  Multiple unauthorized charges to my credit card. Each ***** for multiple charges in individual months.

  Business Response

  Date: 11/03/2022

  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: 11/03/2022

   
  Complaint: 18335071
  
  I am rejecting this response because: I havent heard from them yet. So I cant say its been handled satisfactory. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/10/2022

  Good morning ****,

  Thank you for your time and patience. Per our records, the issue has been corrected for you.

  I apologize for any inconveniece this has caused, please feel free to reach out to us if you have

  any further questions or concers. 

   

• Initial Complaint

  Date:10/26/2022

  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 the pigeonly service because the jail my husband is at does not accept personal mail for inmates any longer. I signed up 9/17 and was charged $19.99 for the monthly fee. I was charged $19.99 again on 9/25, 10/11, 10/12, 10/17, and 10/25. I noticed the first extra charge and emailed customer service who assured me they would refund my money and fix the issue, but alas they DID not. I have been charged a total of 7 times since 9/17. This company is a fraud and no one answers at customer service after being on hold for hours, no one calls back when you leave a call back number. They make it impossible to remove your credit card i for so I had to close the account to avoid weekly fraudulent charges.

  Business Response

  Date: 10/26/2022

  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.

• Initial Complaint

  Date:10/19/2022

  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.

  Pigeonly is a service where you can email for free to an inmate and if you choose to have photos also delivered, you could pay an additional $19.99/month to do so. I paid for September but immediately cancelled my service after doing so on September 3, 2022,A little more than a week later, on September 15th, I was looking at my bank account and there were two additional charges for $19.99 to my account from Pigeonly (PGN-WEBHOST); one on 9/8/2022 and 9/10/2022. I immediately contacted the company via email and did get a response. After giving the service representative Reymart ****** the last four digits with my name on the account, I was told that the billing department would look at the account and resolve the issue and follow up with an email. I did not receive an email, and I noticed again several unauthorized charges to my bank account/CC from PGN-WEBHOST on my bank statement. This time they were for $34.99 each on the dates 10/6/2022, 10/12/2022, and 10/13/2022. This amount is not even a subscription service and even if it was, there are 3 charges for a month! The total errant charges are $144.95. I have since gone back to the Pigeonly website and deleted my card.I tried to contact them via phone with no response. I was on hold for hour and a half yesterday prior to selecting the call back option but decided to wait it out today. I was on hold for 3 hours before I was disconnected. I tried again and asked for a call back option and again no response. I replied to their previous email with a screen shot of the new charges, asking for a response. I fear that they are scamming people with no consequences; making multiple charges to people's accounts for amounts higher than the subscription amount.

  Business Response

  Date: 10/21/2022

  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.

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service 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 called almost everyday the past two weeks and put myself into the return a phone call log after waiting on hold for support representative for more then hour with no answer and no call back. I have Also sent several emails I tried to do 3m membership which is cheaper option it would only let me send pay for one month which is a steeper price and its taking longer then a month for yall to print and mail things. Im paying 24/25 dollars a month and hes not even receiving something once a week even tho Im sending numerous things. None of my greeting cards have even been printed in over a month and the one that did print was never mailed, what is going on? Why are these items not mailing out he finally got post cards I called mail room at prison they werent holding anything time stamp shows more then 2months late on mailing those.

  Business Response

  Date: 10/19/2022

  Hello ******,

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

  We apologize no one is being available to take your calls, however rest assured this will be taken care of. Please know that we are currently

  receiving a volume of orders due to the overwhelming response for the unlimited and it causes the delay of the shipment. Our team is working

  on it diligently to have all the mails be delivered in a timely manner. We will contact you via email to give you an update regarding your concern

  and if you have question or need assistance email us at ****************** Thank you and keep safe!

• Initial Complaint

  Date:10/12/2022

  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.

  October 11 2022 Charged $34.99, I never made any purchases to be charged this.

  Business Response

  Date: 10/14/2022

  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.

   

• Initial Complaint

  Date:10/12/2022

  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.

  I signed up for the FREE pigeonly account to be able to contact my boyfriend. I cancelled it shortly after realizing I could only send one post card (which he never even received.) I am still getting charged for $34.99 and I NEVER SIGNED UP for the reoccurring charges. I have contacted customer support via ************ have not responded. I will be going to my back to dispute the charges. I NEVER agreed to anything for $34.99 a month. This whole website is a scam. You are better off contacting your loved ones who are incarcerated by ******* or via regular mail. I would like to get my $34.99 which was charge TWICE to my card returned to me. So $69.98 I would like returned to my card as this was a scam to begin with and your services never worked. I also just checked my bank statement again, and now have a third charge for $34.99, TWO IN ONE MONTH!!!

  Business Response

  Date: 10/14/2022

  Hello ******,

  Thank you for bringing this matter to our attention. We will look into this. We will do further investigation and will make sure that

  everything will be taken care of. An email will be sent to you to verify some information .

  Thank you and keep safe!

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18201882
  
  I am rejecting this response because: you have continued to charge my charge after I have messaged your support team and wrote this complaint, and have now taken $209.96 from my account. I would like that returned. This is outrageous because your company doesnt even deliver what you promise. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/17/2022

  Hello ******,

  Good day to you. An email was sent out giving you an update regarding your refund.

  Please know that it has been taken care of.

   

  Thank you and keep safe!

  Customer Answer

  Date: 10/17/2022

   
  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:10/06/2022

  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 credit card was charged $34.99 against my permission today October 5, 2022. Last week I unsuccessfully attempted to send a postcard on their website via their false advertised send one postcard a month for free offer that originally said it was free and then tried to rack up charges after asking for my credit card number. I never authorize any charges I asked out of the website and I havent been back on there since until I noticed the charge on my credit card bill today not cool. I want a full refund and I want no part of your service. I want my money back immediately. Youre stealing and its not right.!!!

  Business Response

  Date: 10/06/2022

  Hello *******,

  Thank you for bringing your concern to our attention. We would like to correct this issue as quickly as possible.

  We will do further investigation regarding the charged. An email will be sent out to you to verify some information.

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

• Initial Complaint

  Date:10/06/2022

  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 cancelled within the free trial but was charged $34.99 on my credit card today for a subscription that I do not have.

  Business Response

  Date: 10/06/2022

  Hello ****,

  Thank you for reaching out and bringing to 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 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.