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:08/19/2024

  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 signed up for a trial account on **********************. I communicated to cancel my account and since then have been getting charged a recurring fee every month and my spouse just pointed it out after 10 withdrawals of $19.99. I called a representative on 8/19/24 and was told that they are unable to refund the monthly amount at all and to call my bank to dispute the charges. The offered to refund $50 on the call and then said they can't. I've escalated it to supervision but they still haven't made it right.

  Business Response

  Date: 08/26/2024

  Dear *****, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we have zeroed out the outstanding fees on the account and issued a courtesy refund of $185.07 to your credit card on 8/19/24,as confirmed by our representative.   
  
  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services. 
  
  We show that an account was fully activated with us on 10/31/23.  We do fully disclose our billing structure and fees prior to creating an account,and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to the email address on 10/31/23.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period,which ended on this account on 11/28/23.
  *********** fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  *********** is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.   
  We believe in full disclosure, and information about our fees is available on our website,interface, Terms, and FAQs.  
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ***** and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 08/26/2024

   
  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:08/19/2024

  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 signed up for a free trail for Stamps.com on July 31, 2024. I was unable to get into the account. I then started receiving emails that my order was processed. I did not place any orders in the account because I count not even access the account. They have with drawn a total of $348 ($115, $118, and $120) from my personal account. I called and the customer service said that I made these purchases. I did not. I have asked them to cancel my account and return my money. I called my bank and cancelled the debit card. The bank gave me another number to call and I was given the same statement about that I purchased the stamps. I have all of the emails regarding the illegal transactions.

  Business Response

  Date: 08/26/2024

  Dear *******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously. 
  
  We would be happy to address your concerns. Rest assured we have closed this account in order to prevent further billing on your account.
  
  Since we do sincerely appreciate customer concerns about fraud and realize that this is a worrisome situation, we can provide you with some steps necessary to address this issue. For cases such as these, we recommend that you notify your bank as soon as possible. Financial institutions have standard policies and procedures set in place to help their customers with these issues. Refunds are handled by the bank or financial institution.
  
  On our end, Stamps.com closes these accounts to prevent further billing. We cooperate with your financial institution or any authorized investigative body to help our mutual customers and assist in any formal investigation.
  
  Your bank will work on your behalf and take this situation further after you have reported this case of possible fraud.
  
  We hope this information provides you with a resolution to your issue. We definitely recommend that you report this situation to your bank right away. On our end, we'll close your Stamps.com account and prevent any future billing attempts.
  
  If we can help further, please let us know.
  
  Best Regards,     
  
  The Customer Support Team
  **********************
  

• Initial Complaint

  Date:08/19/2024

  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.

  On 08/13/2024, stamps.com charged my checking account $19.99. I don't do business with them so I called and spoke to ****** about the charge. ****** investigated a little while I sat on hold. When he came back, he informed me that several accounts were opened in my name. He said he had closed them all. I asked him about the $19.99 charge to my account. He asked if it was pending. It was. He assured me that the charge would fall off since he cancelled the account. That same night the charge posted causing several items to be returned from *********. When I called again last week, I was told that they would not be refunding any of the fees nor the fraud charges. Something tells me this practice is not legal. I don't think it's right I have to pay for not only the fraud, but the fees assessed in return item fees especially as ****** said there would be no charge to my account.

  Business Response

  Date: 08/26/2024

  Dear Phillip, 
  Thank you for your inquiry. We appreciate and consider your feedback and
  take our customers’ concerns very seriously.  Reviewing this issue, we do
  show that multiple accounts have been created at our site.  We have not located an account associated
  with the charge in question.  Therefore,
  we recommend reaching out to your bank.  We
  are not able to refund overdraft charges associated with any Stamps.com service
  fee. 
  
  For cases such as these, we recommend that you notify
  your bank as soon as possible.  Financial
  institutions have standard policies and procedures set in place to help their
  customers with these issues.  Refunds are
  handled by the bank or financial institution.   
  
  We cooperate with your financial institution or any
  authorized investigative body to help our mutual customers and assist in any
  formal investigation.  
  
  We hope this information provides you with a resolution
  to your issue.  We definitely recommend
  that you report this situation to your bank right away. 
  
  Due to the varying needs and requirements of their
  businesses, many of our customers require multiple accounts.  If a customer initiates and completes the
  registration process for a new, separate account, we cannot assume that they do
  not need a separate account.  Each
  Stamps.com account will have its own distinct username and particular date of
  creation, and distinctive meter number and license.   To create any Stamps.com account, you must
  complete the multi-step registration process at www.stamps.com. Registration
  requires you to enter your name, mailing address, phone number and credit card
  information, in addition to creating a username and password and selecting two
  security questions. Also, you must review and agree to our Terms and
  Conditions: www.stamps.com/conditions
  
  We do make every effort to thoroughly communicate any
  necessary information to our customers once they create a Stamps.com account,
  including a Welcome Email that provides confirmation of a new account being
  activated.
  
  The fee we charge gives you
  access to services of the Post Office and the license to print official U.S.
  postage. It’s a flat fee that is not determined by how much postage you
  print.  Stamps.com is a vendor licensed by the USPS, and all paid postage
  goes directly to the Post Office. In order to offer our standard service, we do
  charge a monthly subscription fee.  
  If we can help further,
  please let us know. 
  Best Regards,      
  
  The Customer Support Team
  Stamps.com 

  Customer Answer

  Date: 08/27/2024

   
  
  Complaint: 22162301
  
  
  
  I am rejecting this response because: Gerald should not have told me I have nothing to be concerned about. That gave me a false sense of a security regarding the security of my funds. I am a verified victim of identity theft as it stands. I have endured a lot and lost a lot because of it. So when this charge hit my account, it devastated me. I immediately began experiencing symptoms indicative to an onset of PTSD. This was only made worse after calling you company to find out why Gerald told me it wouldn't post, yet it posted.  The impression I get from your response is you had several people trying to locate this account. And I believe that because that's exactly what happened when I called. No one found the account.

  By the time the phone call ended my blood pressure was definitely high. My head felt like it was spinning one way while the world spun the other. I had chest pains, and it was nearly impossible to breathe. I was feeling a rush of emotions but most prevalent was fear because of this.

  "What if the bad actor opens more accounts? Why won't anyone locate Gerald to ask him? He knows where the account is. He's the one who found it." I was saying these things to myself as this suddenly comes to my mind. "Are they just bullshittin me because they don't believe that I didn't open this account? How can so many people have attempted to locate this account and not find it when Gerald found it entirely by himself in under 20 minutes"?

  I do not understand how a company as large as stamps.com cannot find this account, but Gerald was able to. I was unable to sleep all week as I just sat up watching my bank account. I watched everyday as the charges continuously hit my account, each charge accompanied by a $30 NSF charge. 5 attempts totaling $150. That's only the bank. When you assess NSF fee from the company presenting the payment, that doubles the total to $300 extra I am liable for because of Stamps.com.  

  As if this isn't enough suffering, I was out of food. I deposited a check to be able to go to the grocery store, but check I deposited would applied towards my negative balance. That Thursday, August 15, 2024 instead of going shopping I ate the last meal I had and have not eaten since. Today is August 27, 2024.

  Lastly, today I had to sell my investments to cover my bank account and bring it current to additional fees.

  You do not work at my financial institution and therefore you have no authority or business to speak on how they conduct business. They are not legally obligated to reimburse me a single fee. 

  The games you are playing are causing possibly irreparable damage to my physical and mental health. It is not a game, nor is taking someone's money from him after assuring him you wouldn't. Have you heard of Negligent Infliction of Emotional Distress (NIED)? The following is a definition from the law office I am in contact with:

  "NIED occurs when a person’s negligence behavior causes mental distress. Most often, in cases of NIED, there must be physical harm in addition to mental harm for a plaintiff to recover. There are exceptions to this rule, however."

  On Friday August 23, I called again to attempt a resolution in this matter. I quite reasonably extended an offer with Stamps.com to settle this by splitting the bill. While the employee put me on hold to get a supervisor, I was hung up on. The employee had my phone number as he checked your system for an account using it and, knowing the gravity of the situation, should have called back or had his supervisor do so. This just adds more evidence of intentional malice displayed by the employees of Stamps.com. It also puts into question the true intentions of Gerald.

  It is in the imperative that a decision maker at Stamps,com contact me immediately at (725) 318-8658. Otherwise, I suggest you contact your lawyers.

  Sincerely, 

  
  Phillip Hunt

  Business Response

  Date: 09/12/2024

  We hear your concerns, Phillip.  While we do consider Stamps.com’s fees to be valid and appropriate, customer satisfaction is very important to us, and we have issued a courtesy refund of $159.99 on 9/12/24 to the credit card on file.  Please allow 3-5 business days for this credit to be applied to your account.  The credit may not be reflected immediately on an online statement.

  Conducting a thorough investigation, we have
  located additional (eight) accounts that were created (1002565118, 1002622665, 1002618376,
  1002620276, 1002622659, 1002622665, 1002640339, 1002622710).  Please note that we do not create accounts on
  behalf of customers.  If a customer
  initiates and completes the registration process for a new, separate account,
  we cannot assume that they do not need a separate account.  Each Stamps.com account will have its own
  distinct username and particular date of creation, and distinctive meter number
  and license.   We do show that our team
  requested further information from you to help you further.  If you feel that these accounts are unauthorized,
  we recommend that you notify your bank as soon as possible.  Financial institutions have standard policies
  and procedures set in place to help their customers with these issues.  Refunds are handled by the bank or financial
  institution. 

  To create any Stamps.com account, you must complete the
  multi-step registration process at www.stamps.com. Registration requires you to
  enter your name, mailing address, phone number and credit card information, in
  addition to creating a username and password and selecting two security
  questions. Also, you must review and agree to our Terms and Conditions:
  www.stamps.com/conditions
  We do make every effort to thoroughly communicate any
  necessary information to our customers once they create a Stamps.com account,
  including a Welcome Email that provides confirmation of a new account being
  activated.
  
  Sincerely,
  The Customer Care Team, Stamps.com

  Customer Answer

  Date: 09/27/2024

  Complaint: 22162301
  
  
  
  I am rejecting this response because:

  
  Dear BBB,

  I am writing to escalate a serious matter involving Stamps.com, which has remained unresolved and has caused significant financial and emotional distress. Despite their claim of issuing a refund, I have not received it, and the situation has now worsened.

  On Friday, September 27, 2024, at approximately 11:35 AM, I spoke with a representative named Mia at Stamps.com to address this issue. During the call, I informed her that I had already contacted my bank prior to reaching out. Mia, however, repeatedly insisted that I contact my bank again, which was unnecessary and did not help resolve the matter. When I asked to speak with a supervisor to escalate my concern, she refused.
  

  As a direct result of Stamps.com’s failure to issue the refund, my account and investment accounts have been closed, causing me significant financial harm. In addition to the financial strain, this situation has caused me severe emotional distress, which continues to this day. It has been emotionally exhausting to repeatedly contact Stamps.com, only to be met with dismissiveness and a lack of resolution.
  

  Moreover, I believe Stamps.com is attempting to deceive both myself and the BBB by falsely claiming they have issued a refund, while in reality, no such action has been taken. This is a brazen act of willful misrepresentation, negligence, and an attempt to defraud both the BBB and me.
  

  Due to Stamps.com’s negligence and intentional infliction of emotional distress, I am requesting an additional $9,839.01 in compensation. This amount reflects damages for the emotional distress and ongoing financial hardship caused by their failure to fulfill their obligations and their willful misrepresentation of the facts.
  

  I kindly ask that Stamps.com review the call logs for the date and time indicated to verify the details of my complaint. Also, review the multiple attempts I have made to resolve the issue with no outcome. I have followed every directive issued by stamps.com only to receive nothing but lies from day 1 beginning with the assurance from Gerald that my account would not be billed and the pending credit would not post to my account.

  I also request that the BBB intervene to ensure that both the refund and the requested compensation are promptly issued. Unless this matter is resolved to my satisfaction within 14 days from the date of this letter, I will begin legal proceedings without further notice. The cost of these proceedings will be added to my claim.

  Thank you for your assistance and attention to this serious matter.

  Sincerely,

  Phillip G Hunt Jr
  3890 Graphic Center Dr Unit 1023                                                                                                                                                                                                                                          Las Vegas, Nevada 89118                                                                                                                                                                                                                                                    (725) 318-8658                                                                                                                                                                                                                                                          stamps.com incident numbers 7154344, 7080560, 7060128, 7045014,  and 7039299 (this is the original contact with Gerald where it all began)

• Initial Complaint

  Date:08/15/2024

  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 Stamps.com because I wanted to be able to print postage from home on the rare occasions that I ship something literally two or three times a year.It was NOT CLEAR AT ALL when I signed up that I was committing to $20 PER MONTH! I have conducted a ****** search as well as a search on Reddit, and I am FAR from the only customer who was blindsided by a monthly charge out of the blue after signing up. I used this website ONCE to ship ONE THING, and I assumed I would be able to log in and pay postage plus a service fee whenever I needed to ship another thing and that would be the total sum of what I'd have to pay.Then WHAM, out of the blue, a $21.76 USD charge on my credit card, indicating it's a recurring charge. I have reached out to customer service and they are not available incredibly telling, that they would run my card after midnight when there is no one ******* the phones and ready to help me resolve this issue.If they had made it clear that it was $20 PER MONTH, I would NEVER have agreed to sign up for this. That is an insane rip-off.Also: I am the sort of person that reads the fine print. There was NOTHING in the sign-up stage that indicated this was a monthly membership. I can't even fathom how they think they can get away with charging $20 per month and STILL charging for postage and other supplies! What on EARTH is that $240 PER YEAR going to?Lining the pockets of the owners of the company, that's what. If you're going to bill me PER SHIPMENT, then you do NOT get to bill me PER MONTH ON TOP OF THAT. One or the other, *****.Now give me my money back!

  Business Response

  Date: 08/22/2024

  Dear ******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we have zeroed out the outstanding fees on the account and issued a courtesy refund of $21.76 to your credit card on 8/15/24.   
  
  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services. 
  
  We show that an account was fully activated with us on 7/15/24.  We do fully disclose our billing structure and fees prior to creating an account,and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to the email address on 7/15/24.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period,which ended on this account on 8/13/24.     
  *********** fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  *********** is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.   
  We believe in full disclosure, and information about our fees is available on our website,interface, Terms, and FAQs.  
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ***** and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 08/22/2024

   
  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:08/12/2024

  Type:Sales and Advertising 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.

  stamps.com. Had a closed account. Someone fraudulently got into my account charged $99 and $150 in stamps. Printed the stamps. This is postal fraud! Stamps.com said my account is closed. Well, then its fraud! They admitted it. These are fraudulent charges. My bank card said they investigated and Im still responsible. Stamps.com has the ability to see the ** address that printed the stamps. I want my money returned. This is fraud! Ive attached email from stamps.com stating that it is probably fraud. If you look k on BBB and other sources online, this is an ongoing problem with stamps.com.

  Business Response

  Date: 08/19/2024

  Dear ******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We would be happy to address your concerns. Rest assured we have closed this account in order to prevent further billing on your account.
  Since we do sincerely appreciate customer concerns about fraud and realize that this is a worrisome situation, we can provide you with some steps necessary to address this issue. For cases such as these, we recommend that you notify your bank as soon as possible. Financial institutions have standard policies and procedures set in place to help their customers with these issues. Refunds are handled by the bank or financial institution.
  On our end, Stamps.com closes these accounts to prevent further billing. We cooperate with your financial institution or any authorized investigative body to help our mutual customers and assist in any formal investigation.
  Your bank will work on your behalf and take this situation further after you have reported this case of possible fraud.
  We hope this information provides you with a resolution to your issue. We definitely recommend that you report this situation to your bank right away. On our end, we'll close your Stamps.com account and prevent any future billing attempts.
  If we can help further, please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:08/09/2024

  Type:Sales and Advertising 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.

  Our account was hacked and there were thousands of dollars charged to our account leading to a negative bank balance. Stamps.com said too bad and they are refusing to refund us. They would rather close the account an lose a customer

  Business Response

  Date: 08/16/2024

  Dear ****, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We would be happy to address your concerns.
  Since we do sincerely appreciate customer concerns about fraud and realize that this is a worrisome situation, we can provide you with some steps necessary to address this issue. For cases such as these, we recommend that you notify your bank as soon as possible. Financial institutions have standard policies and procedures set in place to help their customers with these issues. Refunds are handled by the bank or financial institution.
  We cooperate with your financial institution or any authorized investigative body to help our mutual customers and assist in any formal investigation.
  Your bank will work on your behalf and take this situation further after you have reported this case of possible fraud.
  We hope this information provides you with a resolution to your issue. We definitely recommend that you report this situation to your bank right away. On our end, we'll close your Stamps.com account and prevent any future billing attempts.
  If we can help further, please let us know. 
  
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 08/19/2024

   
  Better Business Bureau:
  
  Although the business is passing the ***** I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is all they are willing to do.  They are not accepting responsibility and do not care about customer concerns on their end, but it appears we have no choice but to accept their response 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/09/2024

  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.

  8/9/24 over 200 dollars was taken from my bank account fraudaultly. and I was put on hold for over 30 mins. I want my money back I did not make these charges and they arent even from my address what kinda business do you guys run with no security to it.

  Business Response

  Date: 08/15/2024

  Dear Nicole, 
  Thank you for your inquiry. We appreciate and
  consider your feedback and take our customers’ concerns very seriously.  We
  would be happy to address your concerns. Rest assured we have closed this
  account in order to prevent further billing on your account.
  Since we do sincerely appreciate customer concerns about
  fraud and realize that this is a worrisome situation, we can provide you with
  some steps necessary to address this issue. For cases such as these, we
  recommend that you notify your bank as soon as possible. Financial institutions
  have standard policies and procedures set in place to help their customers with
  these issues. Refunds are handled by the bank or financial institution.
  On our end, Stamps.com closes these accounts to prevent
  further billing. We cooperate with your financial institution or any authorized
  investigative body to help our mutual customers and assist in any formal
  investigation.
  Your bank will work on your behalf and take this situation
  further after you have reported this case of possible fraud.
  We hope this information provides you with a resolution to
  your issue. We definitely recommend that you report this situation to your bank
  right away. On our end, we'll close your Stamps.com account and prevent any
  future billing attempts.
  If we can help further, please let us know. 
  Best Regards,      
  
  The Customer Support Team
  Stamps.com

  Customer Answer

  Date: 08/15/2024

   
  
  Complaint: 22117339
  
  
  
  I am rejecting this response because:

   

  my bank as already declined it and said it’s on you to refund me
  
  
  
  Sincerely,
  
  
  
  Nicole Heenan

  Business Response

  Date: 08/27/2024

  Hi Nicole, rest assured we issued a courtesy refund of $79.96 on 8/27/24 to your credit card.  This refund represents the service fees charged to your account.  For any additional charges or charges considered fraudulent, your bank or financial institution would need to refund them per standard industry policies and procedures.  We apologize for any misunderstanding or inconvenience.    
  
  Sincerely,
  
  The Customer Care Team  
  
  

  Customer Answer

  Date: 09/25/2024

   
  
  Complaint: 22117339
  
  
  
  I am rejecting this response because:

  79 buck is nothing compared to the 210 that was taken. No wonder you guys have so many complaints 
  
  
  
  Sincerely,
  
  
  
  Nicole Heenan

• Initial Complaint

  Date:08/07/2024

  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.

  My complaint is regarding how difficult it is to get out of recurring monthly charges from the company Stamps.com. Some months back I paid for postage on the website and inadvertently agreed to monthly membership. My credit card info was logged when I paid the postage for the 1 time package I was mailing. Now for the last 6 months I've been getting billed $19.99 every month. Fine. I'm web savvy, they got me. The real issue is that they make it impossible to get back into your account. I try to log in but nothing works. I then click the link to reset password and I get a security question (I definitely don't remember doing this.) It then says that if the question was answered right you will get an email with link to reset password. No email ever comes. I did this a number of times in the beginning when I would see the charge, only to think that maybe I spelled something wrong or maybe the reset email would show up later, etc.Eventually I started disputing the charges with my bank every month. When I email the company I get a run around about resetting the password and am told that I need to call. I've since looked online and there are many others complaining about the exact same tactics. I've since resorted to canceling that credit card. This is outrageous and so frustrating. Please look into this.SEE - ***************************************************************************

  Business Response

  Date: 08/15/2024

  Dear *********, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we have zeroed out the outstanding fees on the account and issued a courtesy refund of $100.00 to your credit card.    
  
  We apologize for the misunderstanding regarding your username and password.  We do not show the username was your full email address. 
  
  We fully disclose our fee and terms prior to account creation and apologize for any misunderstanding regarding our services. 
  
  We show that an account was fully activated with us on 7/7/23.  We do fully disclose our billing structure and fees prior to creating an account, and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to the email address on 7/7/23.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period,which ended on this account on 8/4/23.   
  *********** fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  *********** is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.   
  We believe in full disclosure, and information about our fees is available on our website,interface, Terms, and FAQs.  
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ***** and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22107560
  
  I am rejecting this response because: I am still receiving emails from stamps.com trying to charge my credit card. I would like a refund of the money that was charged without my consent. Three separate charges of $19.99 were charged to my card. Please refund my $60.00.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/27/2024

  Hi *********, rest assured we issued a courtesy refund of $100.00 on 8/15/24 to your credit card.  We have issued an additional courtesy refund of $59.97 on 8/27/24.  We apologize for the recent email notification indicating you owe fees. You do not owe any fees and can disregard the notification and any similar ones in the future. Because there is a processing time for our records, the notification was generated. We thank you for your patience as this information is updated in our billing system.  If we can help further, please let us know.
  
  Sincerely,
  
  The ************* Team  
  
  

  Customer Answer

  Date: 09/09/2024

   
  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:08/05/2024

  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 set up a stamps.com account around 6/30/24 to test it out and print one stamp to create a return label for a customer for my **** store. I was trying to avoid going to the post office that day to do it and hopefully make a relationship with stamps.com for future use. I left my home to work with my other company that transports animals nationwide. I noticed some small transactions over July come out of my bank to stamps.com and thought nothing of it thinking was monthly or maintenance fees. Between August 1st or 2nd I sent an email to stamps.com support to cancel the account and refund charges I did not notice the account balance on the site was more than the $10 initial investment. Later in the day I saw another charge for $100 and emailed back stating I told you to cancel the account when they responded they were working on a refund earlier. On the afternoon of August 2nd I saw an email from stamps.com thanking me for a payment of $8,888 then a balance alert from my bank. I contacted stamps.com and reached the security team and they said that someone must keep trying my password a bunch of times till they got into my account. I asked if they had any account security measures in place and they said no. No 2 factor, no account lock out for multiple password attempts.

  Business Response

  Date: 08/07/2024

  Dear ****:
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We are deeply sorry about the takeover of your account by malicious actors and wish to make it right with you.
  Therefore, we have refunded you the total amount of $9119.99 that was fraudulently charged back to your payment method. We have also instituted 2-step authentication on accounts and are working on further implementing Multi-Factor Authentication at this time. This situation is as unacceptable to us as it is to you and we extend our sincerest apologies to you.
  Best **************************************************** Manager
  **********************

• Initial Complaint

  Date:07/30/2024

  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.

  Stamps.com offered a $9.99 postage scale. Somehow, buying this scale committed me to a $19.99 fee fornothing as far as I can tell. I canceled after being charged just $39.98, but its still outrageous. I had no idea I was signing up for a subscription and would never have done this had I known. I am confident its buried in some fine print, but I see many other complaints about this issue.

  Business Response

  Date: 08/01/2024

  Dear *******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Normally, a customer is responsible for all service fees. However, rest assured that we have issued a courtesy refund totaling $41.91 on 8/1/24. We show that your account is closed.
  We show that a Stamps.com account was fully activated on 5/27/24.We show that a Welcome Email confirming activation had been sent to you on that day. We hear your concerns and we always aim to fully disclose our fees before any account can be created. We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 6/25/24.
  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com.
  
  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  To best serve our customers, we provide the terms for ********************** accounts during the registration process. Stamps.com accounts cannot be created without customers indicating that they've read the terms and conditions. During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.
  
  In addition, immediately after sign-up, new customers are sent a Welcome Email with the same terms outlined, along with information about the monthly flat rate fee if you choose to continue past the trial month.
  The fee we charge gives you access to services of the *********** and the license to print official U.S. postage. It's a flat fee that is not determined by how much postage you print. Stamps.com is a vendor licensed by the ***** and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.
  
  We never charge people without their full agreement and awareness during our online registration process. Our service fee is not based on usage or activity. The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer. Our service is a monthly subscription service so it's not based on usage of the software, but rather on having access to using it.
  We believe in full disclosure, and information about our fees is available on our website, interface, Terms, and FAQs.
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products. We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes (we support ****************** Mail, and Parcel Select Labels), NetStamps, and postage printed directly on envelopes. We do have a wide variety of customers - over a million customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..." During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled "Why do you need my credit card information?"
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at:
  
  www.stamps.com/conditions
  
  Customers are required to review and agree to these Terms prior to completing registration.
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page. We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  
  ******************************************************
  
  **************************************************
  
  If we can help further, please let us know.
  
  Best **************************************************** Manager
  **********************

  Customer Answer

  Date: 08/01/2024

   
  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,
  
  ***************************