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:08/20/2025

  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.

  We paid for a years subscription for a virtual mailbox that has offered no services despite. It hasn't accepted mail and forwarded it.

  Business Response

  Date: 08/28/2025

  Thanks for writing to us. Our **************** team has been in contact with you. After further investigation, we understand the account in question has a different individual listed as the account holder. For security reasons, we're only able to make changes to, or provide info from, an account upon request from the individual listed as the account holder or any verified additional recipients listed on the account. If this individual contacts us, we would be happy to assist.

• Initial Complaint

  Date:08/19/2025

  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 cancelled my account 19 days after I opened it. I have received no refund. All I want is get my refund. Account opened July 1, 2025 Account closed july ********* I was sent to *******, but after 38 mins, no one or as the recording states that anything after 15 mins, will give you a call back. This never happened

  Business Response

  Date: 08/22/2025

  Thanks for writing to us. Our **************** has been in contact with you. Your account has been closed, and a full refund for your annual subscription has been issued. Please allow 5-7 business days to see this reflected on your account. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:08/18/2025

  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.

  Email address for account: ***************** This complaint is being filed against Ipostal1 due to their failure to disclose the true cost of their services. The failure to disclose the true cost of service will impact anyone signing up for service.I began searching for a virtual post office approximately a week ago. I gathered information on services and offerings from several vendors. I made calls to the customer service of several companies to determine which would best suit my needs. I will now focus on Ipostal1.Please see the attached document

  Business Response

  Date: 08/21/2025

  Thanks for writing to us. Our **************** team has been in contact with you. Your mailbox has now been successfully approved and we are issuing a refund for the initial notary fee. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 08/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been 

  I do not accept a $25 refund!  I was charged $50 by *********.  I will accept a full $50 refund.
  In addition, I was told that ********* had to be used because other notaries made mistakes. ********* was supposed to have reviewed the ************************************************************ by 1583 representative with your company.. Im sure the call was recorded and you can listen to the recording.  ********* did not do the proper review..  

  I have relationships with Banks and other financial institutions that I would notarize the document without a charge to me.  Your entire process was confusing. I signed up with Ipostal1 and subsequently had to do business with Staplesand *********.. The left hand did not know what the right hand was doing..  surely your company can do better than this

   

   The refund youre issuing is because I was charged a secondtimeby *********.  I was charged a total of $50 by that company.  I will accept a full refund of the $50

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 08/25/2025

   

  Complaint#. ******** I filed a complaint against Ipostal1. The company and its affiliates Staples & ********* charged by credit card twice for a total of $50.. I was to have received a credit of $25.. I attempted to submit this additional information on the actual complaint. Unfortunately, I was unable to do that.. this message is being submitted due to inability to modify the complaint with this information As of today, theres no record of a credit being applied to my ******** card. Complaint # ********

  Sent from ****** ******* (**************************)

  
  
  

  Business Response

  Date: 08/26/2025

  Thank you for reaching out to us again. Our **************** has been in contact with you and explained that for security reasons, notarization must be completed through our partner, *********. We requested a refund on your behalf for the initial notary when we found a mistake that the notary did not catch. Once the 1583 was corrected, a second notary session, which is required by the ****, took place. For this reason, a refund for the second session is not applicable. We trust that the steps we have taken will settle this complaint.
  
  

  Customer Answer

  Date: 08/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   My complaint was based on the inaccurate information received from Ipostal1aswellas Staplesand *********. No one with either of these organizations informed me that a notary fee would be charged..  I was told that these first $25 charge would be refunded to me because of the mistake made by *********.  As of today, I have not received even the first refund.  
  
  Mrs. Joli, a customer service *** for **********************, Confirm that I would receive a refund for the first notary charge.  My account has not been refunded to $25 and there is no information on the account page indicating that anything 

  I was told the reason that I could use a local notary was that the company received documents with errors?.  its interesting that  *********, failed to catch an error which required me to pay an additional $25 for a second notary session. 
  

  I want the $25 that was promised to me!  And still feel based on the problems of endured that the first $25 should be refunded!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/28/2025

  The $25 refund has been submitted. Refunds generally take 57 business days to appear. Since it has been six business days so far, you should expect to see the refund no later than August 29, 2025. We have also provided a receipt from ********* confirming that the refund was processed. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:08/15/2025

  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.

  This company ************* its service and engages in deceptive business practices. They advertise as a virtual mailbox provider yet knowingly fail to deliver the core serviceaccepting mailwhile continuing to charge customers.I submitted all required documentation, including notarized **** Form 1583 (twice), during signup. At no point did they notify me of any missing or invalid documents. Months later, I learned from a sender that my mail was being returned as undeliverable. Despite this, the company continued billing me without disclosure that they were rejecting my mail.Their support process appears intentionally designed to prevent resolution. The in-app chat is automated and unhelpful. Phone calls involve extreme hold times, repeated requests for documents already submitted, and unnecessary transfers. When I finally reached a representative after nearly an hour on hold, he refused to assist without placing me on yet another hold; when I objected, he hung up.This is not a mere service errorit is a systemic practice that results in customers paying for a service that is never rendered, with no notice of non-performance. By withholding this information and continuing to bill, they are engaging in unfair and deceptive trade practices, potentially in violation of consumer protection laws. I am seeking full reimbursement and formal investigation into these practices.

  Business Response

  Date: 08/15/2025

  Thanks for writing to us. Our **************** team has been in contact with you. Both of your accounts are now active, approved, and ready to receive mail. Your subscription has also been extended by 2 months. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:08/12/2025

  Type:Delivery 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 purchased a shipping label through iPostal1s Staples location in ***** to have my package forwarded in *************. The shipping service I selected and paid for was 13 business days. Without my authorization or any prior notice, iPostal1 shipped my package using a 15 business day service instead.Before the package was delivered, I contacted iPostal1 customer service to request an intercept because I was no longer at the destination address. I was told a supervisor would follow up with me regarding next steps. No supervisor or representative ever contacted me.The package was ultimately delivered to the old address. Because I no longer reside there and no interception action was taken, the package appears unrecoverable.Since delivery, I have contacted iPostal1 customer service multiple times to seek a resolution. Despite my repeated requestsand the fact that I notified iPostal1 in advanceno resolution has been provided, and no supervisor has acknowledged or addressed the matter.Desired Resolution:Given that the package cannot be recovered, I am requesting:1.Reimbursement for the full value of the package.2.Reimbursement for the incorrect shipping service used, since I paid for 13 day delivery but the package was shipped via 15 day delivery without my consent.3.A formal acknowledgment from a supervisor regarding the mishandling of my package and the lack of follow-up despite multiple contacts

  Business Response

  Date: 08/15/2025

  Thanks for writing to us. Our **************** team has been in contact with you. Your mail items have been located and are being reshipped. We will also be providing $30 compensation to cover the costs associated with the original shipment and redelivery fee, valued at $24.14. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:08/12/2025

  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.

  Various. This vendor took in all kinds of business and related details and will not allow a renewal of services -- the vendor will not take my credit card.

  Customer Answer

  Date: 08/17/2025

  Dear B.B.B. Metropolitain New York Staff :  

  The vendor site will not allow me to make a payment using my proper credit card, and the vendor system indicates the payment card cannot be used as it is not verifiable.  I have tried a number of payment cards and the vendor system still rejects payment.  I'm sorry.  

  Sincerely and respectfully yours,  

  *** (****** H. ********)

  Business Response

  Date: 08/22/2025

  Thanks for writing to us. Our **************** team has been attempting to contact you. Kindly respond at your earliest convenience so that we may assist you.

• Initial Complaint

  Date:08/12/2025

  Type:Delivery 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.

  ******* promises on their website that "you see your mail the same day it arrives" (**************************************************************). I was told by the store handling my mail that they have 400 pieces of mail to process and to just wait. It then took several more days until my mail showed and was available to me. I suffered a loss because of this.When I complained to iPostal that I had received an email from my bank telling me to activate the card they sent me several days ago and still haven't got the card they replied that "Your mail center processes received mail and task requests within ***** business hours." Even though that isn't what I was promised when I signed up as evidenced by their own website (see below). In reality, I am waiting at least 3 to 7 days to get my mail made available to me. Their own customer service department doesn't even know what level of service they promise and won't do anything to ensure they live up to their advertised service level. I have an email from them saying basically, too bad, that is the deal we have with Staples so either move to another location or tough it out with the delays. From their website, ****************************************************************:"Providing great service at the mail center is critical so that you see your mail the day it arrives ..."I bought in to this promise and now will incur expense even greater than what I've spent with ******* in time, effort and money to move to a new service that does provide this service.

  Business Response

  Date: 08/18/2025

  Thanks for writing to us. Our **************** team has attempted to contact you, but were unable to reach you. Kindly respond so that we may resolve any issues.

  Customer Answer

  Date: 08/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Complaint # ********

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

   

  Asking me to contact your offices again seems to be a thinly veiled attempt to avoid taking responsibility for your apparent false advertising and failed service promises as well as hide this issue from the public eye.  

  As I stated in my original complaint, I had already contacted you and your customer service agent told me flat out that you don't provide the promised level of service and that you don't intend to ever honor your promise.  Further, the compromised level of service I was assured I would receive, that is access to my mail ***** hours after delivery to you is simply not what I get.  From the information I have it can take up to a week from the date you receive my mail before it is made available to me for pick up.  

  To change addresses, as suggested by you, risks losing contact with customers and is time consuming and expensive.  Also, you continue to advertise a promise that you have stated you have no intention of fulfilling.  

  The ethical thing for you to do is provide compensation for the costs and risks of changing addresses to a company that can provide the service level which you promised when you enticed me to sign up with Ipostal1 and also to cease your false advertising.  

  Don't ignore the fact that you dismissed my efforts to deal with you privately by stating that you simply will not fulfill your advertised service promises and instructed me to go to great expense and risk and change my address if I don't like the substandard service you actually do provide. Now, after pushing me to go public with the BBB you shamelessly ask me to take this offline and discuss it with you privately.  Is this so that you can continue your charade of promising one thing and delivering another?  

  Now is the time that you publicly address your apparent false advertising and failure to provide the standard of service that you promise and also reimburse me for the time and costs I will need to expend to get that level of service somewhere else, which is what your customer service agent told me to do in writing.

  --
  

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

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/28/2025

  Our **************** team has tried to contact you, and has been unable to reach you. We have sent another email with specific questions that we ask that you answer so that we can address the issues in your complaint. Kindly respond to our **************** at your earliest convenience so that we may assist you.

  Customer Answer

  Date: 09/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because their response did not address my complaint in any way.  I listed specifics for how they didn't fulfill their advertised service promises and gave references where those promises are to be found.  Instead they choose to continue to negotiate privately.  Yet their private response is that they will not fulfill their promises or give a refund.  They offer no viable solution and vow to continue to violate their promises and the law.  The lack of respect for their customers, their advertised promises, the Truth in Advertising Act as I understand it and general business ethics is astounding.  They have no shame or regret for their dishonesty and failure to deliver services as promised.  They have stated in their private emails that they have no intention of resolving this matter or living up to their promised service standards.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/04/2025

  We would like to work with you to resolve any issues. Our **************** has contacted you multiple times, but have not received responses to their inquiries. Kindly respond to our team so that we can assist you.

  Customer Answer

  Date: 09/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Ipostal says that they have responded and want to work with me to resolve the complaint.  But their response that they sent to me says that they do not want to work with me to resolve the complaint.  They insist that I accept the fact that they advertised that my mail would be available to me the day it was received at their facility, which is part of what convinced me to sign up for their service.  They have admitted in their letter to me that the mail won't be available for up to  3 days after it is received by them.

  So, their response is that they will continue to falsely advertise, will not raise their level of service to meet the standard that they advertise, and that they won't compensate those who are defrauded for the costs they will incur to switch to another company that will provide the level of service that they promised but won't provide. Finally, they insist that consumers just accept that iPostal has and will continue to practice business unethically via false advertising and refusing to compensate those lured into giving them money for a service they refuse to provide.   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/04/2025

  Kindly respond directly to our ***************** Below is a copy and paste of the last correspondence.

  Thank you for reaching out and taking the time to share your concerns with us. 
  We truly value your feedback, as it helps us ensure we are delivering the service our customers expect and deserve.
  
  The service we advertise represents the standard we aim to provide across all locations. 
  When a location falls short of those standards, we have procedures in place to review the situation carefully and take corrective actions where needed to ensure improvement.
  
  We understand the challenges youve experienced with your mail center and appreciate you bringing them to our attention. 
  At this time, we do not have prior records indicating that this has been a recurring issue beyond what you have described. 
  If you have any additional documentation or examples of delays, please feel free to share them so that we may conduct a more thorough review.
  
  Regarding the page you referenced, we were unable to locate the information mentioned. 
  If possible, could you kindly provide a screenshot so that we can look into it directly and determine the appropriate next steps?
  
  You also mentioned a refund request. 
  While we completely understand your frustration, we are unable to provide a refund as it falls outside of our refund policy. 
  Please rest assured that your account remains active and continues to receive mail without interruption.
  
  We truly regret any inconvenience this situation has caused you. 
  Please know that we are committed to addressing your concerns with care and ensuring our services reflect the high standards we set across all locations

  Customer Answer

  Date: 09/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Here is my response to their last response, please post it:

  
  

  Attached is an example from your website declaring that your customers will have access to their mail the day it is received.  How could you not have found this when I had already provided the link?  I don't believe you even bothered to look into this at all and instead chose to simply bluff and bully your way out of accepting responsibility for your misdeeds.

  
  

  Clearly you are advertising falsely and I think you are also insincere in your responses to the BBB.  It seems that you are taking advantage of the BBB by violating their advertising standards and rules and not directly addressing, in good faith, the complaints received.  

  
  

  I continue to be unsatisfied with your response.  I am looking at big costs and inconvenience to change my personal and business addresses due to your refusal to live up to your advertised standards which lured me into signing up for your service.

  
  

  See attachment

  
  

  
  

  
  

  Please submit the attachment below to the complaint response.

  
  

  Thank you for your assistance and attention with this matter.

  
  

  Sincerely, 

  
  

  ********
  

  
  

  
  

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

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

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/18/2025

  As previously mentioned, we ask that you kindly respond to our Customer Service team so that we can assist you. We are unable to work through the situation via the BBB platform.

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair 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 an account with ********************** for a virtual mailbox and mailing service. iPostal1 uses the company, Expansive, to collect mail and such. I opened the iPostal1 account in April and had mail sent there. After a couple of months of not receiving any mail notifications, I reached out to ask if I'd receive anything. The customer service agent, ******, said "no", but we've been in communication ever since. On July 15th, she emailed me saying she received a lot of my mail pieces and would be uploading them that day. One week later, I did not receive any mail notifications so I reached out to ask if she'd uploaded it. She said she'd check with iPostal1. I still didn't hear back, so I reached out to ******, no response. I reached out to iPostal1, and they weren't helpful in finding my mail. What I need is my mail pieces. I have mail from May, June, and July that I haven't been able to access. Where is my mail? And why has communication ceased with *****? And why isn't iPostal1 helping me resolve this? I can't help but think I'm being scammed or something here, with my mail. Please help me resolve this.

  Business Response

  Date: 08/07/2025

  Thanks for writing to us. Our **************** team has been in contact with you and has been working closely with your mail center to resolve these issues. We can confirm that there have been some temporary delays at the location. To help ensure a smooth experience, additional support has been arranged on a weekly basis to assist with operations. Their management team has also assured us that processing and uploading all of your mail is now their highest priority, and they are taking steps to complete this as promptly as possible. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 08/08/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:08/05/2025

  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.

  SUMMARY OF EVENTS:- Mail Denied Since February 2025: Despite keeping my account active and presenting valid ID, I was repeatedly denied access to my mail at the Staples location for over six months. ******* staff did not know why or refused to release my items.- ************************ iPostal1 continued to charge me monthly fees ($14.99 per month) from March through August 2025, along with extra storage fees for items I could not physically access.- Attempts to Cancel Ignored: I submitted multiple written requests (emails and chats) to cancel my account and receive a refund for unused services.- Coercive Terms Before Refund: In a July 25, 2025 response, iPostal1 demanded I accept new Terms of Service before receiving any refund or retrieving my mail. This is unethical and may constitute coercion,contractual bad faith, and deceptive business practices.CONSUMER RIGHTS VIOLATED:- Deceptive Trade Practices - VA Code ******** - Breach of *************** services not delivered - Coercive Refund Practices - Conditioning refund on new contract - Mail Withholding - May constitute violation of **** and CMRA rules - Unjust Enrichment - Charging for service they failed to provide RESOLUTION REQUESTED:- Full refund of all charges from February through July 2025 ($14.99 x 5 + any storage fees)- Confirmation of the status and location of my mail, or certification it was returned or destroyed - Investigation into iPostal1's billing, cancellation, and refund practices - Action against their CMRA partner (Staples location) for failure to release mail per **** rules

  Business Response

  Date: 08/11/2025

  Thanks for writing to us. Our **************** team has been in contact with you. Based on account history, the only amount eligible for refund is $38.78, which covers charges incurred after June 2. Charges prior to that are not refundable due to the absence of earlier communication or confirmation of access issues. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 08/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

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

  Why the Complaint Was Not Resolved

  My complaint remains unresolved because iPostal1 has not addressed the main problem: they charged me for services while blocking me from using them.

  • Since February 2025, I have not been able to access my account or pick up mail because of a forced Terms of Service change.
  • Even though I had no access, iPostal1 continued billing me monthly fees and storage fees for six months.
  • When I reported this to the BBB and Attorney General, iPostal1 responded by closing my account for cause instead of fixing the issue.
  • On top of that, they threatened to destroy my mail unless I pay more fees, even though they are the ones who blocked my access in the first place.

  Refund Issue

  iPostal1 only offered me $38.78, but the total I was wrongfully billed is $119.92 plus storage fees. Their partial refund does not make me whole, and they have not explained why they refused to refund the rest.

  What I Am Asking For

  To settle this fairly, I need:

  1. A full refund of all fees billed from FebruaryAugust 2025.
  2. Written confirmation of what happens to my mail (release, return, or destruction).
  3. A stop to all further billing.

  Until iPostal1 provides these, I cannot consider this complaint resolved.

  
  ******* ******

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/27/2025

  After attempting to resolve the issues, our team gave a formal notice that your account will be permanently closed effective immediately due to (1) your non-acceptance of the updated Terms of Service (***) and (2) your personal request for closure. You were presented with the updated *** on several occasions and were granted an additional 30 days to review them. Despite reminders, you took no action to accept the terms. During this period, monthly and storage fees continued to accrue in accordance with the *** you originally accepted. These fees were appropriately charged. Due to ongoing non-compliance, your mail center and iPostal1 have elected to terminate your services. We advised on mail handling prior to termination.

• Initial Complaint

  Date:07/25/2025

  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.

  I am the owner of a virtual private healthcare practice and have been using iPostal1 for professional mail forwarding services. Unfortunately, iPostal1 has failed multiple times to fulfill their obligations in forwarding my mail despite multiple confirmations and follow-up communications.Specifically:On at least two occasions, I was told by iPostal1 customer service that my mail had been sent out, only to later discover that it had not been forwarded.The mail in question includes business checks and confidential patient-related materials, which are time-sensitive and, in some cases, protected under ***** privacy regulations.I have contacted iPostal1 support multiple times, and I have also requested assistance from their leadership team. However, my concerns have not been addressed satisfactorily as they continuously state that the mail is being sent promptly. There has been no consistent resolution or explanation.This failure has caused delays in business operations and raises serious concerns about their handling of sensitive information and customer trust.I have retained all correspondence and can provide it upon request.

  Business Response

  Date: 08/04/2025

  Thanks for writing in to us. Our **************** team has been in contact with you and has been continually and diligently working with your mail center to comply with our service standards. We are taking these issues very seriously. The mail items in question have been shipped. Our recommended course of action is to switch to a location that can better suit your needs, although we understand that you are currently working on moving your business. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not received my mail or any of the other request as follows: 

  -Confirmation numbers that I can track accordingly; Online it states that the mail has "picked up" which I have not done and does not show the tracking numbers. I have yet to receive my mail. 
  -A written explanation detailing why the mail was not forwarded as promised;
  -Information on what steps Staples and/or iPostal1 will take to ensure this does not happen again; specific steps as the previous ones are clearly ineffective 
  -Reimbursement or compensation due to the financial and administrative consequences caused by your agency's failure to get the location in order. 

  I have also not received a phone call from any leadership above the *****, a manager who unfortunately does not have much control and can only do so much. They can give me a call at ************. 

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

  
  

  Business Response

  Date: 08/18/2025

  Our team has been working diligently to resolve all open concerns. Your communication was escalated to our management team. The shipment in question was delivered, as well as understanding and fixing the address situation. A reimbursement check has been issued. In addition, our team has supplied alternative options to help ensure your receive your mail in a timely manner. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 08/20/2025

  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 and the matter has been resolved. I really hope you gain awareness of your current practices and customer services as your services are vital for businesses like mine. 
  
  Sincerely,
  
  *** ****** ********