ComplaintsforScan Mailboxes

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up a service with Scan Mailboxes in June *********************************************************************************************** to manage my account. I kept getting charged each month and there was no way of canceling. Eventually I was able to get hold of a representative via a text message (after waiting days for a response) and requested a refund as I have not been able to access the service nor received any services from them. This is comparable to a scam and the business lacks basic integrity operating like this. The very least they could do is to refund me for the months that have been charged but they refused to do even that. This business is to be avoided at all costs.

  

  Business response

  08/05/2022

  The customer signed up on May 28, 2021.  We reserved this customers private mailbox number #### and generated the postal consent form.  The form was sent via email awaiting notarization and we never heard back. Normally, when we receive the notarized form within the same month, the account will be prorated. Our system automatically charges the customers card on file every month.  We did not get any reply from any invoices that were submitted upon payment.
  
  The customer finally texted us on July 20, 2022 asking someone to give the customer a call while the team member who process the postal consent forms was out on vacation.  The team member and the customer finally spoke to each other over phone on July 22.
  
  It is understandable that this customer is upset, however, the team member has repeatedly explained that the customers private mailbox number was reserved, which prevents other new customers from taking that number. Once the private mailbox number is inactive, the assigned private mailbox cannot be released to anyone else for another 365 days for security reasons.  Also, it was per **** regulations that we have the customers notarized form before giving the customer access, hence the reason why the customer did not have access.  The customer waited until July 2022 to file a complaint and expects a refund which we cannot honor because the books have been closed.  However, we were able to refund his latest invoice in full and that was all we could do.
   
  If the customer chooses to use our service once again, we are more than happy to reactivate the account with the assigned private mailbox number. We will waive the one-time setup fee since the customer already has the pre-filled postal consent form from us.
  

  

  Business response

  08/08/2022

  The customer signed up on May 28, 2021.  We reserved this customers private mailbox number #### and generated the postal consent form.  The form was sent via email awaiting notarization and we never heard back. Normally, when we receive the notarized form within the same month, the account will be prorated. Our system automatically charges the customers card on file every month.  We did not get any reply from any invoices that were submitted upon payment.

  Every new customer receives an email with the **** it contains a language that says: 
  
  "Here's the postal consent form. Please review them carefully and let us know if any revision is required to be made. Since you are receiving the postal consent forms in this email, this indicates that your Scan Mailboxes mailing address (Mailbox ####) is now ready to use. However, you won't be able to log into your online mailbox account until we receive the notarized postal consent forms, as required by the **** regulations."
  
  The customer finally texted us on July 20, 2022 asking someone to give the customer a call while the team member who process the postal consent forms was out on vacation.  The team member and the customer finally spoke to each other over phone on July 22.
  
  It is understandable that this customer is upset, however, the team member has repeatedly explained that the customers private mailbox number was reserved, which prevents other new customers from taking that number. Once the private mailbox number is inactive, the assigned private mailbox cannot be released to anyone else for another 365 days for security reasons.  Also, it was per **** regulations that we have the customers notarized form before giving the customer access, hence the reason why the customer did not have access.  The customer waited until July 2022 to file a complaint and expects a refund which we cannot honor because the books have been closed.  However, we were able to refund his latest invoice in full and that was all we could do.
   
  If the customer chooses to use our service once again, we are more than happy to reactivate the account with the assigned private mailbox number. We will waive the one-time setup fee since the customer already has the pre-filled postal consent form from us.

*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. ↩