Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

• 

  Hewlett-Packard Company - Sales & Support Office

  11003 Bluegrass Pkwy Ste 500 Louisville, KY 40299-2394

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:04/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 24 I order a power cord and adapter for my granddaughter laptop. They sent the wrong item. When I called ** to get the return label, they stated they do not have the order number. They keep transferring me to different department which I feel they were giving me the run around. I just want to return the product and get my money back. The Customer Reference Number is ************. The Sales Order/HP PO Number is **********. My receipt to contact ** Customer Support which I did and kept getting transfer to different department. I gave them all the information concerning the laptop (product and serial number.

  Business Response

  Date: 04/07/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days. 
  Regards, *******

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have elected to unsubscribe from the monthly fee of $7 to use HP instant ink. The reason is I don't use the amount of ink I have been mailed nor been paying for. I called Friday, April 4th at about 10AM est. I started with a gentlman who could not assist me and transferred me to *** customer service with **********************. I explained to her that I am looking to have access to my printer and ink without HP's control. I further explained that I have seven new ink cartridges to use so, I don't want to continue with instant ink being sent to me. I was told that those cartridges have chips in them and only work if I continue to pay my subscription fee. I asked if there is something that can be done outside of me continuing my membership so I can use that ink. She said NO. I asked if I can return the ink and get reimbursed or if they can mail me cartridges without the ink, I was told I can mail them back but they will NOT replace or refund them. I asked if there was anything that can be done and if she couldn't make the decision transfer me to someone who can - NO. I then said I was online looking to see where to file a complaint regarding this matter. That is when she said if I can hold on to speak with a supervisor. *** a Supervisor with HP instant ink started to repeat all I've been told. I stopped him and asked if he was going to state anything different from what I was already told or if he could correct the issue; the answer again join the memebership so pretty much NO. I told him that I would move forward with filing my complaint. I was told he could have another supervisor call me before filing the complaint. I asked how soon and he said in 3-5 business days. I find this ridiculous that I don't have access to print on a printer I purchased nor use the ink I paid for. I need assistance on getting replacement ink or reimbursement to purchase new ink. The time and trouble this has caused as I run a business that requires printing is unbearable.

  Business Response

  Date: 04/07/2025

  ** apologizes for the inconvenience, but we need more information. Please provide Serial Number for the ** printer enrolled in the Instant Ink program and any related ** Case numbers so we can further assist with your issue.

  Please note:  Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer near the bar code.
  Regards,*******

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: July 28, 2024 Received product: August 1, 2024 First repair case opened: September 30, 2024 Most recent case opened: March 22, 2025.Number of repairs: three (3) Purpose of repairs: Power Kernel 41 (63) shutdowns Results: HP Repair unable to identify and find a solution to the Power Kernel 41 (63) shutdowns. **'s resolution: Replacement with an inferior graphics card (4070 Ti vs 4090); Purchaser declined the offer.Summary: ** failed to repair the product three times and attempted to replace the product with an inferior product. Purchaser requested for an equivalent replacement. ** informed Purchaser to wait ***** hours for a response. Purchaser has not received a response as of April 3, 2025. Purchaser requests an equivalent replacement or full refund. The most recent email exchange will be attached. Any additional information regarding the communication between ** and Purchaser will be available upon request.

  Business Response

  Date: 04/04/2025

  Case Manager sent a replacement offer to customer on 03/27/25 and acknowledged on 03/28/25 that another offer would be forthcoming.  ** has shared the recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible.

  Reference active Case 5140414078.
  Regards, ******* 

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23159271
  
  I am rejecting this response because: The Case Manger informed me to wait approximately ***** hours for a new replacement offer and it's been about 9 days since our last contact. I contacted him via email and phone multiple times, but I've received no response.  The product's error has been going on since September 2024. I consistently followed HP's channel for diagnosis and repair three (3) times. However ** failed to find a solution. Due to the product's reoccurring problem and **'s failure to resolve the consistent problem/error, I conclude that the product I received in August 2024 was faulty. **'s response to the complaint failed to address the update and find a solution the problem. As of April 6, 2025, I have not received a response from the Case Manager. 
  
  Sincerely,
  
  ******* Ban

  Business Response

  Date: 04/11/2025

  Case Manager submitted the order for replacement on 04/08/25.  Replacement HP OMEN 45L Gaming GT22 1029 W11H-64 i9 was approved and sent.  Unit was delivered
  Thursday, 4/10/25 at 10:32 AM ****** tracking #************).

  Reference active Case 5140414078.
  Regards, ******* 

  
  

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 22, 2025 I ordered a new ** desktop computer. Order # H363039781. This was over the phone at the ** store. I explained everything I wanted in the customizable desktop. I told her everything I use is wireless. No wired connections. I knew it came with a keyboard and mouse. I was told it was wireless. After looking at my paperwork I noticed it said "WIRED" keyboard and mouse. I called today so they could swap out these two items. I already paid for the computer and all the upgrades I made. The person I talked to said I would have to return the wired pair and pay for a wireless keyboard and mouse. I am not paying for this as I already paid for the mistake of the wired ones that are coming with my new computer. I told her it should be a straight swap. She said I bought the computer with the wired keyboard and mouse. NO I DIDN'T. I was told everything was wireless. This is their mistake and as good customer service they need to make good on it. They sell items separately so this should not be a problem. I asked to talk to a supervisor. As soon as I asked her she said, "hang on a minute", then the phone went dead. She asked for my phone # in-case the call got dropped. She never called me back.

  Business Response

  Date: 04/04/2025

  An HP Store Case Manager has been assigned new Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for The All-In-Plan with **. The first printer they sent did not work. There were several problems and I spent many hours on the phone with people outside of *********************. I had to return it and wait for another printer to come. The new printer is no longer working and had a System error just as the other one did. They suggested to send another. At this time I do not want a 3rd printer. The associate canceled my service and said I will be charged a $270 Cancellation Fee. I told him not to handle it this way. He said I will have to escalate and try to get my money back after being charged.

  Business Response

  Date: 04/04/2025

  An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. Customer's notes to ******************** have been included. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23156200
  
  I am rejecting this response because: I will close this complaint when the situation has been rectified or I have been compensated.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 04/11/2025

  Case Manager contacted customer by phone on 04/07/25 and submitted the customer's request for cancellation at that time.  The cancellation request is still in pending status as of 04/11/25.  

  Reference active Case 5141086322.
  Regards, ******* 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23156200
  
  I am rejecting this response because:  I will close this complaint when the situation has been rectified or I have been compensated. In addition I am still waiting for the return label to send the printer back.
  
  Sincerely,
  
  *** *******
  

  Business Response

  Date: 04/17/2025

  According to notes on Case 5141086322 on 04/16/25, Case Manager informed customer that there was an approval for the refund of the cancellation fees once the charge appears on customer's statement, and that a return label for the printer would be sent to customer by 04/26/25.

  Regards,
  ******

  Customer Answer

  Date: 04/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/31/25 we purchase 2 ******* packs (extended warrantees) for our 2 ****************** They were advertised at ** Sales online as 3 Year Pickup and Return support with accidental Damage protection and RISK FREE. Risk Free means if you have NO hardware problems that HP fixes in the 3 yrs, you can send in a Rebate form and get your full cost of this coverage refunded. I just did it with my last HP pc with no problem. This complaint is that ** has closed out their own trouble ticket #********** numerous times although I never said my problem was solved. They just worry about the time this ticket is out there for management to see. The forms I am sending you show what we paid for and their HP product code, "U9EE4E" being what we would apply for refund at end of the contract. When you look at the other form I sent, it shows the ***************** Pack Rebate and the eligible products that qualify for Risk Free. Our products, U9EE4E, (We bought two of these, my wife and I both have the same product) are NOT LISTED IN THE REBATE FORM. All I wanted was them to give us new product numbers because they sold these to us saying they were "Risk free", revise their own Rebate form, or admit they are lying to make sales of these Care Packs and then they have a whole new problem. I have been patient for over two months. I want them to answer for this one way or another.

  Business Response

  Date: 04/04/2025

  A new Escalated Case ********** was  already opened for the customer on 03/31/25 and assigned to an HP Escalations Case Manager who has tried to reach the customer on 03/31/25 and 04/01/25.  Notes from this BBB Complaint have been added to the Case notes and shared with the Case Manager.  Case Manager urged to contact customer as soon as possible and an email was sent to the ************** Pack team containing this information.
  
  Regards,*******

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23147124
  
  I am rejecting this response because:

  Although I have missed calls from an unknown number, they did not identify themselves properly as from **.  The transcripts were strange messages my phone did not understand. I listened to them and I didn't understand them either.  I can read them to you if you like, they make no sense.  Nobody at ** told me my ** ticket #********** would be changed to a new "Escalated "ticket #**********. When I finally realized it may be **, I called the phone number ***************************** NUMEROUS TIMES over the course of two different days but NOBODY IS ANSWERING THE PHONE extension they gave!  I left messages to call me back 3 times but got NO RETURN CALL.  As we all know, fake calls that have wrecked cell phone service.

  Today (4/4/25) I replied to an email from ** telling "***** ***" that NO I can't reach anyone at the phone and extension they gave me.  I asked him to please either give me a number someone will really be at, or deal with me via email which may work if this person can do more than ********** Techs have done so far.  I told Anand that I can't be expected to sit at a phone, and I can't be expected to have all the numbers of tickets and dates and product numbers in my head if I get called while out of the office.  We only have cell phones here.  I asked him to let me set the date and time for a phone chat, otherwise this is never going to be resolved.

  One last thing to note, this complaint involves 2 Care Packs on 2 different Omen PC's.  I bought the first one, my wife bought the second but identical Care Pack using her own email identity.  I made that clear to the ** Support Tech on ticket#********** and I hope that ticket was reviewed and understood by whoever I eventually get to talk to.  I hope the revised ticket they made has all the info of my conversations with ** Support.  This problem is about TWO Care Packs, both bought on same date, both with product number U9EE4E.  They are NOT listed on **'s Risk-Free Rebate Form and so NOT qualified for rebates as they were ADVERTISED to be!  THAT is the issue.

  At this time, still waiting for an updated email or some confirmation from ** that someone is going to be able to talk on the phone at a time convenient to both of us, not just **.

   

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

  Business Response

  Date: 04/11/2025

  Case Manager was able to contact customer by phone on 04/09/25 and by email 04/07/25 and 04/09/25.  Recent comments from the customer have been added to the Case ********** and a representative from HP Store Escalations has also been alerted to this and hopefully can clear up any confusion about the Risk Free status of customer's Care Pack(s) for Order #**********.  

  Regards,
  ******

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23147124
  
  I am rejecting this response because:

  I am still actively trying to work something out with HP.  I have been sent from department to department, now currently they have me speaking to the ** Shopping Team.  The Case Manager seems to understand what is wrong but what I had asked her for is either HER MANAGER at the next level (who assured her my Care Pack does qualify for RISK-FREE) to either call me, or write me a letter proving that fact so I can include it when I apply for my rebate.  In the meantime, my wife today got an email from ** saying they were refunding her cost of $255.89 for HER Care Pack.  I have NOT received any such email from ** and am on the phone with Case Manager **** right now trying to find out why.  As I previously said, this case is about 2 ******* Packs of the same Product (SKU) number bought on the same day by my wife and I but using different PC's and email addresses.  It just made more sense for just one of us to contact ** to resolve this.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/17/2025

  Customer was contacted by our ** Shopping team Case Manager on 04/14/25 who informed customer that HP Content team is updating the *** that customer referenced to include his ****** Care Pack.  Case Manager reassured customer that ****** is risk-free and will be treated as such.

  Reference case 5140813652.

  Regards,*******

  Customer Answer

  Date: 04/18/2025

   
  Better Business Bureau:
  On 4/14/25 after months of trying to get answers, I was contacted by **** who identified himself as an HP Escalation Manager of a higher level than I had been originally referred to throughout my entire complaint period.  He explained that he works BBB cases and Small Business complaint resolutions. He told me in one to three weeks ** would have a new Risk-Free Rebate online for me to download.  Upon checking this morning, 4/18/25, I find there is a new form which I already have printed for my future use.  I only regret not contacting and reporting this to BBB earlier as HP lower-level support was lacking in providing the only answer I wanted to hear.  HP took way too long and they didn't even offer escalation to satisfy me, I had to suggest it.  I am disappointed this went this far.  Please send THIS message as my response to HP, otherwise this complaint can be closed. 
  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:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** all in One Plan for a printer . I tried to settle through customer service for months but I am being told by different call centers different reasons for the over charges with my bank . ** has overcharged me twice since January ************************************ March 2025 . I keep calling ** and even spoke to supervisor and he promised to fix the issues but lied. Their customer service is in another country with people I cannot understand and I keep getting a run around ! I want to file a complaint because Im in fear of more money being withdrawn from my account that is not suppose to be withdrawn . I cannot cancel the All in One ** plan because they said they will charge my bank account $170. 00 ??? Im so upset by this . I am a senior citizen on a budget and I cannot have ** taking extra money out of my account . I have all my receipts and I have two phone calls I recorded to prove my case.

  Business Response

  Date: 04/03/2025

  An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am filing a complaint against ** regarding their Instant Ink subscription service. My issue involves an unfair billing practice that resulted in my account being suspended despite my inability to use the service due to a defective HP printer.On April 1, 2025, I contacted HP Instant Ink customer support to inquire whether I owed any balance on my Instant Ink subscription. I had recently purchased a new HP printer after my previous HP Envy 6065e stopped working and was recycled. During the chat, the support agent informed me that my subscription was in a suspended status due to an outstanding charge of $15.14 from the billing cycle of February 9 to March 8, 2025.I explained that my printer had stopped functioning, preventing me from printing. However, ** refused to waive the charge, insisting that I had used the service during that periodeven though the printer ultimately failed. The customer service representatives, including a supervisor, repeatedly stated that since the charge was valid and usage was recorded, I was still responsible for payment.I find this business practice to be highly unreasonable. I should not be charged for a subscription tied to a device that became inoperable through no fault of my own. Furthermore, ** representatives were dismissive and unwilling to provide any real resolution other than escalating the matter, with no guarantee of a ********* a result of this experience, I have chosen to return the brand-new HP printer I purchased and will no longer support HP products. I am seeking a formal resolution, including the removal of this unjust charge from my account. Additionally, I believe ** should reassess its billing policies to prevent other customers from experiencing similar unfair treatment.I appreciate your assistance in resolving this matter.

  Business Response

  Date: 04/03/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Someone adjusted profile as requested. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an HP laptop from ******. After owning the laptop for only a month or so the touchpad got stuck in the down position. I tried to take it back to ****** but they said it would be easier to work with **. After a long time on the phone with multiple different people I was able to send my, in warranty to be fixed. I had to mail the item away and was without a laptop for 10 days, but got it back "fixed" with a piece of tape. Fast forward about a month and it started doing the same thing again. I call. This time I am out of warranty and they agree to fix it because they acknowledged that it wasn't my doing and was the same as the initial complaint. This time it was gone for over a month. They "lost" it but I ended up getting it back and it was "fixed". I am a seasonal business and didn't use my laptop much in the last few months but now, today, April 1st 2025, I go to use my laptop and the touchpad is again not working. I call them and they tell me that even though it's the same issue that they have fixed twice, that I have to pay them to fix it. I have not even had this laptop for a year and it's been in for service twice. They are refusing to help me further. The touchpad is unusable and I feel taken advantage of.

  Business Response

  Date: 04/02/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days. 
  Regards, *******

• Initial Complaint

  Date:04/01/2025

  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 called HP Instant Ink about a charge on my account that I never authorized. Case #: **********. I tried printing today 4/1/2025 and I cannot due to an outstanding charge on my HP Instant Ink account. When I bought my printer I only purchased it for the 6 months free of ink. I need this charge to be removed from my account for February billing period. I never enrolled in paper subscription. I have enough paper in my office. I will forward this case to the California Attorney General and Florida Attorney General if this charge does not get removed from my account and my printing abilities do not get resolved. I've been dealing with this issue for the past month with no resolutions.

  Business Response

  Date: 04/02/2025

  A new Escalated Case ********** was  already opened for the customer on 04/01/25 and assigned to an HP Escalations Case Manager.  
  The Customer will be contacted within 1 -2 business days.
  Regards,*******

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23145686
  
  I am rejecting this response because:

  They have not adjusted the billing and are trying to charge me for an authorized subscription. 

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

  Business Response

  Date: 04/10/2025

  According to the notes on Case 5140902149 and an email sent to customer on 04/02/25: "This email is to confirm that if you update payment information on your account and once the payment of $2.39 is made then we can refund that payment, and the request will be reflected immediately on your Instant Ink account and it will take 3 to 5 business days for you to see it reflected on your Instant ************* Notes on the Case indicated that customer accepted Case Manager's offer.  Will customer please confirm that the payment information was updated and that Instant Ink still failed to refund the payment?

  Regards,
  ******