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:06/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never consented to any subscription from stamps.com other than their basic free account. Today I discovered that they have charged me monthly for around two years fees of either $21.84, $19.65, or $25.00.That is a considerable amount to take from the pocket of a single mother and small business owner. Avoid this service.

  Business Response

  Date: 06/09/2023

  Dear ******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We are sorry to hear that you encountered this issue.  We have carefully reviewed your account history and have found the service fees that were applied are in accordance with the Service Agreement to which you agreed. 
  However, your satisfaction is very important to us and we have determined that a refund will be given.  We have issued a refund in the amount of $100.00 to your credit card.  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.  Please allow one billing cycle to pass before it is reflected on a paper statement.
  A review of our records shows that you have created multiple accounts with us.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com
  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 ********************** account will have its own distinct username and particular date of creation, and distinctive meter number and license.
  
  To create any ********************** 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.
  
  We show:
  
  *Account ********** -opened 5/05/2022 under the Stamps.com Pro Plan which has a service fee.  We show that you opted to keep the account open under the Basic Shipping Plan on 6/5/23 via our automated IVR menu. 
  * Account ******* -opened 08/25/2017, closed 5/5/22
  
  *Account ********** -opened 05/03/2022, $0.00 fee ShipCenter PayPal account
  
  Regarding Account **************** is currently under the Stamps.com Pro Plan but will be switched to the Basic Shipping Plan, we do show it was last used to print postage on 6/7/23.  We show that Account ********** was created under the Pro Plan.
  
  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 apologize for any misunderstanding regarding our services.  We do not charge customers without their agreement and consent, and we do consider the charges to be valid and appropriate. 
  
  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
  
  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 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 (we support ****************** Mail, and Parcel Select Labels),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 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:
  
  ******************************************************
  
  **************************************************
  
  The fee we charge gives you access to services of the *********** and the license to print official **** postage.Its 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 ***********. In order to offer our standard service, we do charge a monthly subscription fee.
  If we can help further, please let us know.
  Best **************************************************************************************** Director
  **********************

• Initial Complaint

  Date:06/04/2023

  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 received a confirmation of my cancellation of the account on April ********. It was cancelled within the free trial. I received the confirmation email stating my service would be discontinued as of 4/5/2023. ( I did not use any of the service and only had the account opened maybe a week). On May 1st 2023 they charged my account the $21.84 monthly fee. I sent an email then and never got a response. I forgot about the situation and on June 1st 2023 received another $21.84 charged for the monthly fee. I did not have enough in the account at that time. I called stamps.com after sending another email. I spoke with a very nice rep. *** told me , after she looked into it, that I ,in fact, did cancel within the free trial and she would refund the $21.84 from May and I would not receive any further charges. I received a confirmation and an email with it. I just now 6/4/2023 received another $21.84 charge to my account.

  Business Response

  Date: 06/08/2023

  Dear ******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Rest assured that your account is closed and that we have issued an additional refund for $23.69 on 6/8/23.  Rest assured that we show that our representative has refunded $19.99 on 6/1/23.   Your satisfaction is very important to us.  Your confirmation number is: 230608-003617. 
  
  We have reviewed your feedback and please rest assured that we will be reviewing the issue in question.  We strongly believe in the value of our service and we always want to do everything that we can to ensure our customers have a positive experience when working with Stamps.com. We sincerely apologize for the inconvenience.
  If we can help further, please let us know.
  Best **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 06/12/2023

   
  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,
  
  Lauren

• Initial Complaint

  Date:05/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am signed up for the $0 plan on Stamps and found out that they've charged me a monthly fee TWICE ($17.99) for this month. I purposely went through them to get the $0 plan which it is still stating that I am enrolled in on the website, picture evidence has been taken and uploaded. I ONLY sell through etsy and manually put in the info every time. It even says that other tools will be available to me ONCE I UPGRADE. I have not upgrade, so how can they say I'm using those tools. How are they able to charge me when I am signed up for the $0 plan?

  Business Response

  Date: 06/05/2023

  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customersconcerns very seriously.  Were sorry to hear that you encountered this issue.  We have reviewed your issue and do not show that your active account ************ is receiving service fee charges.  We show that Account ********** is on a $0.00 plan.  We understand your concerns about this issue.   If you are seeing charges, we recommend speaking to one of our specialists in regard to this issue.  There may be another account that we would like to locate so we can address this issue for you.    
  
  Please call our specialists at ************ for further assistance.  Our hours of operation are Monday through Friday, 6AM to 6PM Pacific Time.  Thank you for your time.  We always want to do everything that we can to ensure our customers have a positive experience when working with Stamps.com.
  
  If we can help further, please let us know.
  Best **************************************************************************************** Director
  **********************

• Initial Complaint

  Date:05/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a private individual, not a business, who thought that she was using a free service to send private packages. I have no recollection of agreeing to anything whatsoever. I was not aware I was being charged a monthly fee when I use the service maybe once in a blue moon. I just went through my bank history and apparently I spent $241.87 in fees I didn't agree to. I've literally got 15 Stamps.com transactions, only 2 of which are actual postage, and they should be refunding me something like $8 (of the $30 in postage I spent in total) that I didn't use, now that I've canceled my account. There was not even an option to unsubscribe. It's cancel (and lose all data) or keep paying. And it was for some reason a business account? Why would I have agreed to that? I don't have a business. They tried to offer me a $9.99 individual/private account when I cancelled. No thanks. That $241.87 would cover all the postage I'd need to use in several years, and then some probably. I think this company really needs to be more transparent and stop using these practices. [If necessary I can provide bank records to verify how much was charged.]

  Business Response

  Date: 05/29/2023

  Dear ****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customersconcerns very seriously.  Normally, a customer is responsible for all service fees.  However, rest assured that we have issued a courtesy refund totaling $241.87.  We have also submitted a request to refund the remaining purchased postage balance.  We show that your account is closed.  Your confirmation number is: 230529-001413.
  
  We apologize for any misunderstanding regarding our services.  *********** we offer -which caters to businesses and individuals- is the ability to print postage.  We never charge people without their full agreement and awareness during our online registration process.
  
  To clarify, you would not lose your data if you cancel and we are sorry that we did not have the opportunity to assist you or clarify this further for you.  Data, such as print histories can be backed up, exported, imported, and are saved locally to your computer.    
  
  Stamps.com is a PC ******* Vendor licensed and approved by the ***** We are a separate company from the **** itself.  Were sorry to hear that you havent been using the Stamps.com features and services available to you with your account.  The monthly service fee is a flat rate fee that provides access to your account. The fee is not based on usage or activity. 
  
  We show that a Welcome Email confirming activation had been sent to you for each account.  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 5/26/22. 
  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
  
  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 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 (we support ****************** Mail, and Parcel Select Labels),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 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:
  
  ******************************************************
  
  **************************************************
  
  The fee we charge gives you access to services of the *********** and the license to print official **** 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 **************************************************************************************** Director
  **********************

• Initial Complaint

  Date:05/22/2023

  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 accessed the Stamps.com website to print out a shipping label once. Then for some reason I began being charged per month ***** and an absurd random cancellation fee upon realizing my card kept being charged despite not having my authorization or being notified of these charges. To cancel- I was charged as well despite not even using the services for the past months. Very unprofessional and very scam-like.

  Business Response

  Date: 05/25/2023

  Dear *******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customersconcerns very seriously.  Normally, a customer is responsible for all service fees.  However, rest assured that we have issued a courtesy refund totaling $37.31 to your credit card for Account ********** on 5/24/23 and a courtesy refund totaling $77.13 for Account **********.  We show that your accounts are closed.  Your confirmation number is:
  230525-004302.
  
  We show that two separate accounts had been created at our website:
  
  *Account ********** -opened 1/21/23.  Closed 5/21/23. 
  *Account ********** -opened 1/17/23.  Closed 5/21/23. 
  
  We apologize for any misunderstanding regarding our services.  Were sorry to hear that you havent been using the Stamps.com features and services available to you with your account.  The monthly service fee is a flat rate fee that provides access to your account. The fee is not based on usage or activity. 
  
  We show that a Welcome Email confirming activation had been sent to you for each account.  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.
  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 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 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 (we support ****************** Mail, and Parcel Select Labels),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 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:
  
  ******************************************************
  
  **************************************************
  
  The fee we charge gives you access to services of the *********** and the license to print official **** postage.Its 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 ***********. In order to offer our standard service, we do charge a monthly subscription fee.
  If we can help further, please let us know.
  Best **************************************************************************************** Director
  **********************

• Initial Complaint

  Date:05/20/2023

  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.

  Didn't get notice until March 2023, 2-3 years after I made an account that I was aware of having a subscription with stamps.com. No monthly notification has been sent detailing the bill that will be charged to me. Apparently, it is possible to have two accounts under the same email address as I had been getting charged double each month. I just found out about this second account yesterday May ***************************** 2 years, they are now sending me a statement/bill for a service I apparently have. How you can have two username/accounts for the same email address, I do not know, but I want stamps.com to close this other account as I already closed one recently and want a refund for the last 2-3 years of the double charges. Lastly, for the previously closed account, Stamps keeps emailing to charge $5.33 and I would like that to stop as well.

  Business Response

  Date: 05/24/2023

  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customersconcerns very seriously.  Normally, a customer is responsible for all service fees.  However, rest assured that we have issued a courtesy refund totaling $250.00 on Account ******* to your credit card and zeroed out the outstanding fees.  We show that your second account is closed.  Rest assured we have also zeroed out the unpaid fees on Account *******.  Your confirmation number is: 230523-004667.
  
  Regarding this issue, we show the following:
  
  *Account ******* -opened 10/20/2020 and closed 3/28/23
  *Account ******* -opened 5/20/21.  We do not show a prior cancellation request for this second account.  We apologize for any misunderstanding.   We do have multiple systems in place to ensure that we have complete records of all emails, chats, letters, and calls.

  
  We show that emails regarding your outstanding fees were sent to the email address on file and we apologize for any misunderstanding regarding this issue.  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 ********************** account will have its own distinct username and particular date of creation, and distinctive meter number and license.
  
  To create any ********************** 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.
  
  When you create a second account, you are required to read and agree to the Terms of Use, indicating that you agree to be billed on a monthly basis as long as your account is open. 
  
  Please let ** know if you would like further information or clarification.       
      
  If we can help further, please let ** know.
  Best **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 05/25/2023

   
  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:05/18/2023

  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 canceled my Stamps.com account (5/2/23) and they are withholding the money. I have called several times and spoken with team members (not in the **) that "cannot do anything" because there are not supervisors available. They claim to just wait and keep calling back it will be refunded. There is no reason the refund shouldn't be processed in 3-5 business days. It has been over two weeks since I closed the account and it is still not refunded. I desire my $82.68 to be refunded immediately.

  Business Response

  Date: 05/22/2023

  Dear *******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  I am sorry that you had such a negative experience with our service.  I understand how upsetting that can be.  Rest assured that we have issued a credit card refund for the remaining postage balance on May 19, 2023.  The credit card refund details are: 
  
  Refund ID ********************** || $82.69 || CC Ending on **** ||
  
  We would be happy to help.  Once your account is closed, ********************** begins processing your refund for any unused purchased postage.  Because we are converting **** funds for printing postage into cashable funds for you,unfortunately we do require time for processing. I apologize for any inconvenience.
  
  If we can help further, please let ** know.
  
  Best **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 05/22/2023

   
  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.   It is sad that it took the BBB to force the company to do the proper course of action several weeks after the initial request.  They are still a horribly run corporation.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/16/2023

  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 was charged a service fee that I never consented to or knew about. I did not even use the service, nor did I get any receipts!

  Business Response

  Date: 05/17/2023

  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customersconcerns very seriously.  Normally, a customer is responsible for all service fees.  However, rest assured that we have issued a courtesy refund totaling $20.19 to your credit card.  We show that your account is closed.  Your confirmation number is: 230517-002943.
  
  We apologize for any misunderstanding regarding our services.  Were sorry to hear that you havent been using the Stamps.com features and services available to you with your account.  The monthly service fee is a flat rate fee that provides access to your account. The fee is not based on usage or activity. 
  
  We show that a Welcome Email confirming activation had been sent to you on 4/15/23.  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 5/14/23.  We show that you first contacted ** to cancel on 5/16/23.

  
  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 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 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 (we support ****************** Mail, and Parcel Select Labels),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 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:
  
  ******************************************************
  
  **************************************************
  
  The fee we charge gives you access to services of the *********** and the license to print official **** postage.Its 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 ***********. In order to offer our standard service, we do charge a monthly subscription fee.
  If we can help further, please let ** know.
  Best **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 05/17/2023

   
  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:05/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my stamps.com account since November 2020. Ive been told numerous times this will be cancelled, and yet Ive been charged $521.71 since I requested this to be cancelled, originally in November ****. I have called almost monthly regarding this account. The last time I called, April 28, 2023, I was told I would be refunded $521.71 and my account would be cancelled. It still has not been cancelled, Ive turned off my transactions on my credit card to keep these charges from going through. I have an email from stamps.com that says there was a problem with my payment. And they have raised their rates to $19.99 a month. I want this account closed, and my money back!

  Business Response

  Date: 05/17/2023

  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 waived the outstanding balance of $39.98.  We have carefully reviewed your account history and have found the service fees that were applied are in accordance with the Service Agreement to which you agreed. 
      
  However, your satisfaction is very important to us and we have determined that a refund will be given.  We have issued a refund in the amount of $250.00 to your credit card.  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.  Please allow one billing cycle to pass before it is reflected on a paper statement.  We show that your account is closed.  Your confirmation number is: 230517-002853. 
  We apologize for any misunderstanding.   We have reviewed our e-mail and phone contact history and unfortunately, we do not show that we have received any prior form of contact from you requesting cancellation.  We do have multiple systems in place to ensure that we have complete records of all emails, chats, letters, and calls.
  
  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 USPS,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 **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20063216
  
  I am rejecting this response because: they have charged me over $500 since November 15, 2020 when I requested my account to be cancelled. They have agreed to refund me $250 but I want the other $250 I was charged as well. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/12/2023

  Hi *******,
  Thank you for sharing your concerns and we apologize for any misunderstanding.   We have reviewed our e-mail and phone contact history and unfortunately, we do not show that we have received any prior form of contact from you requesting cancellation prior to 5/17/23.  We do keep a detailed record of all inbound calls to our service center, which include customer requests, support solutions,policy discussions, technical issues, and any other relevant information associated with each and every call, in addition to all e-mails going to and from our system.  Correspondence sent by regular mail is also tied to the account history for future reference.  We do consider the fees charged to be valid and appropriate.  However, we have issued an additional courtesy refund of $100.00 today.  Please allow 3-5 business days for this to be processed.
  Sincerely,
  *******************
  Customer Care Director
  **********************

• Initial Complaint

  Date:05/10/2023

  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.

  I have been a customer for ************************************************************************************************************************** my family which I was not using stamps .com they never send me notice my account was pass due. Or made a phone call and they have both However, if ur account is was not charged they block you from making a payment with a different card. ALL MY CARDS WERE lost AND I COULD NOT GO IN AND CHANGE IT. I had this account for 12 years I have very important addresses that I need and transitions

  Business Response

  Date: 05/17/2023

  Dear *******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customersconcerns very seriously.  We are very sorry to hear of your loss.  We show that our representative provided your needed documentation on 5/10/23.  If we can assist further with documentation, please let us know. 
  
  We apologize for any misunderstanding.  We show that we have sent five emails/notices in 2023 regarding your past due fees to the email address we have for you.  The emails have the subject line of Problem With Your Service Fee Payment.  We do notify our customers when there is a past due fee.  Notices come at the end of the billing cycle.  Stamps.com always bills in arrears at the end of each cycle, rather than in advance.  We do not bill at the beginning of the cycle.  Upon login, if customers have unpaid service fees, they are prompted with a window that allows them to update their credit card information.  We sincerely apologize for the misunderstanding.
  
  We show that your account was closed on 4/6/23.  After reviewing your account, weve decided to zero out the outstanding charges as a courtesy. Thank you for your patience as this information is updated in the billing system disregard any new invoices or emails about an owed amount.
  
  Rest assured that weve added your name to a special database to prevent further contact regarding this waiver. Youll receive a separate email confirming this.  Your confirmation number is: 230517-002138. 
  
  If we can help further, please let us know.
  Best **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20045135
  
  I am rejecting this response because:

  the emails went to a spam folder.  I want my account opened.  Putting me on a special prevents me from using their services.  This is retaliation.  My account need to be reopened.  I am in litigation and the addresses that were saved are extremely important.  The pop up screen prevents customers from adding a new card therefore u cant pay because u can not change the card.
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 06/12/2023

  Dear *******,
  Thank you for your feedback and we have checked our records and do show that our emails were successfully sent to its intended destination of your email address.  Once an account is activated, ********************** follows up immediately with this notification of activation and sends it to the email address we received.  Unfortunately, we do not have any control over any routing or filtering rules associated with the receiving email system or provider.  Please note that we allow our users to change their e-mail address or other personal information on file at any time.  Users may click into the My Account menu on the left side of the screen and update their contact information.  We also allow customers to update their payment method via the software or online by clicking on Account and selecting Payment Methods.  This function will take you to a menu that will allow you to update your personal information.  We show that our representative provided your needed documentation on 5/10/23.  If you need further information associated with your account, please email us at **********************.  Unfortunately, we are not able to reopen your account once closed due to regulations associated with PC Postage accounts.  We apologize for the inconvenience.
  Sincerely,
  *******************
  Customer Care Director
  **********************