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:08/15/2022

  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 pay by postage account. There was monthly subscriptions available but I never signed up for that and it didn't say anything about being automatically enrolled. I signed up an account in January, 2022 and started getting billed in May. Even if the nonsense about a 4 week trial is used for an excuse, January to May is 8 weeks at the least. I'm trying to cancel my account and they don't make that easy. I'm beyond disappointed because the service was great until they started charging me randomly without my consent.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/26) */
  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 $125.93 on 8/23/22. We show that your account is closed. Your confirmation number is:***************
  We show that a Stamps.com account was fully activated and established on 1/12/22. 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 2/10/22. We show that you first contacted us to cancel on 8/6/22.
  We apologize for any misunderstanding. We show that our e-mail representative offered you the option to close via e-mail on 8/6/22. We requested security question information from you in order to complete the closure process via e-mail. Unfortunately, we do not show that we had received this verification and information from you.
  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 Stamps.com 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 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.
  
  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 First Class, Media 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 Postage 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:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  Ray ******
  Customer Care Manager
  Stamps.com

• Initial Complaint

  Date:08/15/2022

  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 created a ********** account to print some postage a few months ago (cannot login to account so I do not know exact date). I added $10 in postage from my own personal bank account and had money leftover since the postage I printed did not exceed the $10 that I added to my account. I have requested a refund numerous times through the online email ticket system as well as calling and was told that I will receive it. The first email I received stated that I would receive a check for the difference. I never received a check so I emailed back and was given a response that refunds for postage take longer. I responded that I am not requesting a refund for postage. I am requesting to have the remaining funds that I deposited into my stamps.com account that I never used to be refunded to me. I call and they tell me to call back in 2 weeks with 0 resolutions. I have been told I would receive a refund 3 times now and this has been going on since before June 2022.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Dear *********,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We apologize for the negative experience. We show that your postage refund of $6.55 was processed on 7/28/22 to the credit card on file in accordance with the process. Your confirmation number is: *************. Due to the nature of your account, rest assured that you would not need to wait for a check. We have reviewed your feedback and please rest assured that we will be reviewing the interaction 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 *********** We sincerely apologize for the inconvenience.
  
  If we can help further, please let us know.
  Best Regards,
  
  Ray ******
  Customer Care Manager
  ***********
  
  
  Consumer Response /* (2000, 7, 2022/09/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/15/2022

  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 was in my Paypal account. I used Ship Station. I was intending to use the funds in Paypal to pay for the label which I would create and purchase through Ship Station, in my Paypal App/Acct. All of a sudden, Stamps.com got involved, but it was very confusing. They told me I was in a 'free trial'. They asked me for my Visa card # and told me to 'add money'. They required $10 minimum. I added the $10 thinking it was a request from Ship Station. A message said 'insufficient funds', so I added another sum of money. This was confusing since I had a paypal balance of $580. The process wasn't working, so I phoned Paypal & they walked me through printing a label through their Ship Station, and used my paypal funds to pay for the label. The label printed and all was fine. I received an email from Stamps.com telling me I was charged $24.63 on my Visa card. I went to my bank, and looked at these charges. There was an additional $1.00 charge from Stamps.com, making a total debit of $25.63. I phoned stamps.com about this. They intimidated me by telling me if I cancelled my label would be no good (even though it was paid for by my paypal balance and already printed). Finally, after proving I went through Paypal to set up Ship Station for my shipment, and used paypal funds to pay for the label, they told me I would be refunded, but that it would take 6-8 weeks! This is ridiculous! They had no business in my paypal account, and now they have my Visa card # as well. Why should I have to wait 6-8 weeks for the postal service to refund my money? This was an invasion, harrassment, and quite stressful. People should be made aware that stamps.com will 'get involved' on Ship Station, whether you ask them to or not. I feel an invasion of privacy occurred here.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Dear ******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Rest assured we have issued a credit card refund for your remaining postage balance of $24.63 on 8/26/22. Please allow 3-5 business days for processing. Your confirmation number is: *************.
  We show that a Stamps.com account was fully activated and established on 8/15/22. 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
  To best serve our customers, we provide the terms for Stamps.com 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.
  
  With regard to purchased postage, the money has been transferred to the USPS per their regulations for online postage accounts. The $10.00 minimum covers a wide variety of mailing and shipping needs. Postage funds are purchased from the USPS, not Stamps.com. Stamps.com is a neutral party in such transactions; we do not capture the funds for postage, and we do not make a margin on postage. We apologize for any misunderstanding.
  
  Because we are converting USPS funds for printing postage into a cashable refund for you, unfortunately we do require time for processing. We apologize for any inconvenience. As stated in our Terms, "Stamps.com user accounts are linked to virtual postage meters authorized by the U.S. Postal Service ("USPS"). Virtual postage meters permit the printing of PC postage; absent such meters, Stamps.com could not provide the services it offers. In certain instances, a virtual postage meter may be set up on your behalf and exclusively used to hold your account funds and purchase postage on your behalf (a "personal virtual postage meter"). In other instances, multiple Stamps.com account holders will be aggregated in a group of virtual postage meters, which may be opened and owned in the name of Stamps.com or one of its business partners (an "aggregate virtual postage meter"). When you fund your account to conduct mailing and shipping transactions, the funds you provide will be processed by Stamps.com and either (i) credited in its general account and reflected in your account balance or (ii) funded directly to the USPS and reflected in your account balance. Stamps.com or its business partners will separately add funds to the virtual postage meter as needed based on your mailing and shipping requests and the requests of other accounts assigned to that same aggregate virtual postage meter. Stamps.com or its business partners will ensure that sufficient funds are credited to the aggregate virtual postage meter to allow you to utilize all of the funds in your Stamps.com account."
  
  If we can help further, please let us know.
  Best Regards,
  
  **********
  Customer Care Manager
  Stamps.com
  
  
  Consumer Response /* (3000, 8, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They still owe me $1.00 and they are making it sound like I want to join their stamps.com program which I do not! They shoved their way into my trying to set up an account with paypal to print shipping labels. I want that extra dollar (principal only) and I want them to assure me that they will not include me as a part of their program.
  
  
  Consumer Response /* (-5, 9, 2022/09/01) */
  I want written proof from Stamps.com that I DO NOT have an account with them. I want no part of them.
  
  
  Business Response /* (4000, 11, 2022/09/09) */
  Dear ******,
  We apologize for any misunderstanding. Thank you for sharing your concerns. The $1.00 transaction you are seeing is a temporary hold called an "authorization" or "auth" and will not go through as an actual charge.
  
  It is not a charge -- we were testing your card information to make sure it exists and is billable. This places the funds on a temporary hold while we wait for the credit card company to verify the information on file. The authorization drops off your credit account within 72 hours for most banks, although for some banks it could take up to 30 days.
  
  Again we apologize for any misunderstanding. Prior to registration, we do ensure that our customers see our Terms and Conditions (which can be found at http://www.stamps.com/conditions/ ) before they create their accounts. The excerpt regarding the authorization states:
  
  "During account registration, Stamps.com may verify that your payment card is valid for the service fees associated with your service plan."
  
  We do show that an account was activated at the Stamps.com site via the multi-step registration process on 8/15/22.
  
  We're happy to answer your questions about our terms and conditions.
  
  To best serve our customers, we provide the terms for Stamps.com accounts during the registration process. Stamps.com accounts cannot be created without customers indicating that they've read the terms and conditions. We believe in full disclosure, which is why we provide our terms ( http://www.stamps.com/conditions ) on a single webpage during the registration process.
  
  Sincerely,
  **********
  Stamps.com
  
  
  Consumer Response /* (4200, 13, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I want my so called 'account' which I never intended to open CLOSED by Stamps.com. Since I am not familiar with this organization and how to CLOSE an account, I am asking that they CLOSE any account that they have open for me. ****** ********

• Initial Complaint

  Date:08/14/2022

  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.

  Several months ago, I used ********** to ship a package through UPS. I was told the shipping cost was about $50, but UPS used my card information on file to place an additional $128 surcharge without notifying me. I contacted ********** and spoke with ********* for assistance reversing the charge, but they've refused to help. When I contact them by email, they tell me I need to call; when I call, they don't do anything to help. It's been months, and I've gotten nowhere with them. The last time I called, the support representative ******* even hung up on me!
  
  
  I think ********** should reach out immediately and assist in reversing this charge.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We do show that you reached out to file a dispute for UPS# label transactions ****************** and ****************** regarding the labels and adjustments.
  We show that this adjustment was due to dimensions not being provided for the original transaction. We show that the transaction was impacted by dimensional weight when adjusted. Reviewing this further, however, we show UPS approved the reversal of the adjustments. Rest assured we have issued a credit to your account balance for the account for ****************** for $128.57 on 8/23/22. Your confirmation number is: *************.
  To clarify, adjustments come directly from the carrier and we are required to pass them onto the customers. If it is determined by a carrier partner of ********** that a mailing or shipping transaction did not contain sufficient funds (for example, not enough postage to cover a USPS shipment due to an underreporting of weight at time of print, or a change in mail class eligibility because of carrier rule changes), the adjustments would be made. To clarify, ********** passes along the charges from the carrier - it is not a direct charge from ********** or the ********** software.
  
  Customers who print labels are subject to cost adjustments. Adjustments can occur if the weight is inaccurately reported, or the dimensions of the package when creating a label. When delivering a package, the carrier will verify the weight and dimensions, and will adjust the cost of the label if there are discrepancies.
  
  To best serve our customers, we provide the terms for ********** accounts during the registration process. ********** accounts cannot be created without customers indicating that they've read the terms and conditions. We believe in full disclosure, which is why we provide our terms ( http://www.stamps.com/conditions ) on a single webpage during the registration process. As stated in our Terms:
  
  10. MAILING & SHIPPING ADJUSTMENT TRANSACTIONS
  If you use a shipping service that is paid only when the label is used or if it is determined by ********** or a carrier partner of ********** that a mailing or shipping transaction did not contain sufficient funds (for example, not enough postage to cover a USPS shipment due to an underreporting of weight at time of print, or a change in mail class eligibility because of carrier rule changes), ********** may automatically deduct the amount for the unpaid or short-paid transaction from your account balance. You will be able to review these adjustments in your account history and reports. If one or more of these payments cannot be collected from your account due to a lack of available funds, your account billing method may be charged (with a minimum charge of $10.00) until you fund your account to cover all outstanding payments and your account may be suspended. ********** reserves the right to retain the services of a collection agency to recover the amount due for outstanding payments.
  
  If we can help further, please let us know.
  
  Best Regards,
  
  Ray ******
  Customer Care Manager
  **********

• Initial Complaint

  Date:08/13/2022

  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 created an account on stamps.com in February 2021 and even though I never purchased anything, I was signed up for a subscription with a recurring monthly fee. I did not receive an email confirmation of this subscription and in the last 18 months, stamps.com has not sent a single email yet I've been charged $324. I just for the first time noticed this charge on my credit card bill and canceled it immediately.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/23) */
  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 $71.96 on 8/22/22. We show that your account is closed. Your confirmation number is: *************.
  We show that a Stamps.com account was fully activated and established on 1/14/21. 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 2/12/21.
  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 Stamps.com 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 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.
  
  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 First Class, Media 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 Postage 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:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  **********
  Customer Care Manager
  Stamps.com

• Initial Complaint

  Date:08/12/2022

  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 was looking in to printing a few stamps at home and had no way of knowing they have a hefty charge monthly of $17.99!
  Nowhere did it say when I was creating the account that there will be a subscription charge every month. I found out by accident when looking at my credit card statement. I would at least expect to get an email every month about the charge. Also I would expect to be notified when signing up that there will be a subscription charge. It is very hard to find these subscription charges on the website when looking for them, they are well hidden out of the view. All together I got charged $17.99 by the time I noticed. I did not even see word "subscription" anywhere when signing up. I canceled the account immediately but would like to get my money back. I'm unable to call them! I've called their two numbers for a couple of days and all In get is a recording stating "This call can't be completed at this time call back later".
  
  80 year old Retiree
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/23) */
  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 $17.99. We show that your account is closed. Your confirmation number is: *************.
  We show that a Stamps.com account was fully activated and established on 7/11/22. 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 8/9/22.
  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
  To best serve our customers, we provide the terms for Stamps.com 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 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.
  
  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 First Class, Media 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 Postage 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 Regards,
  
  **********
  Customer Care Manager
  Stamps.com

• Initial Complaint

  Date:08/10/2022

  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 presented with the opportunity to received a 'free' shipping scale and a 'sample of stamps' from Stamps.com for only the cost to ship said items. Supposedly with 'no strings attached'. However, I recently discovered that they've been hitting my bank account with unauthorized and unapproved and, up until today, completely remiss of my awareness, charges. I tried to go to their site to address it but, because I never actually agreed to do business with them beyond the 'sample' they sent me, I never established an account. Though their site 'pretends' as if I do but when I attempt to reset the account it asks me for 'security questions' that have no validity in my actual life. When I reached out to them via their contact form, I was met with silence. At this point they are fraudulently obtaining unauthorized fees from my bank which is fraud. I have contacted my bank to stop all future charges and to find out what I need to do to reverse the charges but haven't heard back. However as if right now these unauthorized charges remain and negatively impact my life. It needs to be stopped and ALL fraudulent charges reversed! I'm not sure how this company has been allowed to even remain existing with this type of horrendous and appalling behavior!
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/17) */
  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 $38.14. We show that your account is closed. Your confirmation number is: *************.
  We show that a Stamps.com account was fully activated and established on 6/10/22. 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 7/9/22. We show that you first contacted us via email on 8/10/22.
  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
  To best serve our customers, we provide the terms for Stamps.com 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 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.
  
  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 First Class, Media 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 Postage 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:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  Ray ******
  Customer Care Manager
  Stamps.com
  
  
  Consumer Response /* (2000, 7, 2022/08/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  however some of their 'explanation' is false but as long as I have my money returned they can continue to defraud others. As stated the 'security questions' I was asked to answer to REGAIN access to this 'account' we not questions I would have ever knowingly or willingly chosen as there isn't an answer I would have ever had for those questions. thank you for the refund but do better. I won't be back rest assured.

• Initial Complaint

  Date:08/10/2022

  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 canceled my stamps.com account on 5/7. I had a credit of +/- $13.13 and was told that I would get a refund in 4-6 weeks via check. I still haven't received it. When I contacted them in July they hadn't processed it and said it would be another 4-6 weeks and it would go back on the card that was originally used. That card is no longer good due to an unrelated fraud incident. I want my money sent back to me via check as I was told it would be.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Dear *******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We apologize for any misunderstanding. We show that your postage refund of $13.13 was processed on 8/18/22 to the credit card on file in accordance with the process. We are not able to issue the funds as a check as we show we have already issued a reimbursement via the credit card. If your credit card account is closed, you may request that your bank transfer the refund we have already processed from your closed credit card/bank account to a reopened one, or to issue the refund in check form.
  If we can help further, please let us know.
  Best Regards,
  
  **********
  Customer Care Manager
  Stamps.com

• Initial Complaint

  Date:08/10/2022

  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 created an stamps.com account to print one sheet of stamps. That was my only use. Nowhere did it say when I was creating the account that there will be a subscription charge every month. I found out by accident when looking at my credit card statement. I would at least expect to get an email every month about the charge. Also I would expect to be notified when signing up that there will be a subscription charge. It is very hard to find these subscription charges on the website when looking for them, they are well hidden out of the view. All together I got charged $156.32 by the time I noticed. I did not even see word "subscription" anywhere when signing up. I canceled the account immediately but would like to get my money back.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/12) */
  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 $161.54 on 8/12/22. We show that your account is closed.
  We show that a Stamps.com account was fully activated on 11/30/21. 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 12/29/21. We show your account was closed on 8/9/22.
  We allow all of our customers to evaluate our features without signing up for an account. We provide extensive FAQs and demos in order to answer any queries that a potential customer may have in regards to the Stamps.com service and software. When you visit our website, you have the option of viewing various pages that offer more information and background on our postage printing product. You do not have to register in order to receive information about Stamps.com.
  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 Stamps.com 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 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.
  
  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 First Class, Media 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 Postage 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:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  **********
  Customer Care Manager
  Stamps.com

• Initial Complaint

  Date:08/09/2022

  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 signed up for an account with stamps.com a year ago but only to purchase sheets of stamps. There was no indication on their website that there was a membership fee. There was no indication that there would be a monthly charge. I never remember receiving any email confirming any membership agreement. They have charged my credit card $17.99 every month for a year. When I called the customer service line they told me that they would refund my most recent charge. When I started complaining they agreed to refund five months of charges. I told them that was not good enough and that I was going to file a claim with my credit card company because this was charged to my card without my knowledge. I don't know why it took me a year to realize it but not everyone looks at their credit card statements very closely. When I asked the customer service rep to walk me through the membership process she couldn't even tell me where to find on their website that this was an actual membership with a monthly charge. I am not happy with this decision that they have made considering they are very secretive about how they suck you into this membership program.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/11) */
  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 $161.91 on 8/11/22. We show that your account is closed.
  We show that a Stamps.com account was fully activated on 5/31/21. 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 6/29/21. We show your account was closed on 8/11/22.
  We allow all of our customers to evaluate our features without signing up for an account. We provide extensive FAQs and demos in order to answer any queries that a potential customer may have in regards to the Stamps.com service and software. When you visit our website, you have the option of viewing various pages that offer more information and background on our postage printing product. You do not have to register in order to receive information about Stamps.com.
  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 Stamps.com 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 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.
  
  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 First Class, Media 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 Postage 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:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  Ray ******
  Customer Care Manager
  Stamps.com
  
  
  Consumer Response /* (2000, 7, 2022/08/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund expected and accepted