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:08/31/2023

  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 agreed to pay a 1 time payment for 20 dollars to send pictures to an inmate this was over a year ago an my card has been charged multiple time weekly since then without my authorization Ive contacted pigeonly multiple times without a response

  Business Response

  Date: 09/01/2023

  Hello *******,

  Thank you for reaching out and bringing this to our attention. We take every claim of unauthorized charges very seriously and make every effort to rectify the situation. An Account Manager will be reaching out to in order to discuss in detail how we would be better able to serve you. Thank you for your patience while we handle this matter.

  Customer Answer

  Date: 09/21/2023

  Id like to file the complaint indefinitely they will not communicate with me at all 

  Customer Answer

  Date: 09/21/2023

  Yes please refille the complaint I will keep close eye on my email thank you 

  Business Response

  Date: 09/22/2023

  Hello *******,

  Thank you for reaching out, I will make sure an email gets sent out to you today so we can look further into this.

  My apologies for the inconvenience. Thank you for your time and patience. 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20548877
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 09/26/2023

  I denied there reply because I do not believe it to be a real person nor company Im communicating with would you like me to attach the email they sent its the same exact email every time an the numbers they provide to communicate do not work 

  Customer Answer

  Date: 09/26/2023

  I denied there reply because I do not believe it to be a real person nor company Im communicating with would you like me to attach the email they sent its the same exact email every time an the numbers they provide to communicate do not work 

  Business Response

  Date: 09/29/2023

  Hello *******,
  
  I would like to apologize for the inconvenience this has caused and for the delay in resolving this issue.
  
  Currently, the only way to reach our customer service department is via email at ******************************* However, our **** number will be available soon to offer assistance over the phone.
  
  I have sent you another email with additional instructions on the fastest and best way to resolve your refund request. If you have any additional questions or need more information, please email us back at the email address provided earlier or reply to my email.

  Thank you for your patience 

• Initial Complaint

  Date:08/30/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Pigeonly deducted $49.98 after my account was closed. I have attached email proof in writing that I canceled their services. They have provided every excuse in the book to delay my refund. I've been told it was sent twice electronically, which my bank verified never happened. Then they said a refund check is in the mail, never have received. Now they keep saying they are working on it. It's coming up on 5 months now of their lies. How can I get my money

  Business Response

  Date: 09/01/2023

  Hello She-la

  Thank you for reaching out and bringing this to our attention. An Account Manager will be reaching out to in order to discuss in detail how we would be better able to serve you. Thank you for your patience while we handle this matter.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20542997
  
  I am rejecting this response because:
  

  This is NOT a satisfactory. From April 26th August 30th, 2023 I have exchanged 26 emails with Pigeonly Support asking where is my refund. Below I have screenshot the last few where they state We are getting right on it. Nothing has been done except for interest on my credit card & a waste of my time. I have actually been given 12 replies since April 26th, 2023 and none have produced my refund after assuring me they would get right on it. I have asked for a Manager to call me, no one has. *** also tried calling the phone number they provide and it is NON working. I want my refund. Your company has provided ZERO accurate feedback as well as losing all trust in this company.

   

  
  Sincerely,
  
  She-**********

  Business Response

  Date: 09/08/2023

  Hello She-la

  Thank you for your message. I understand your frustration, and rest assure we are working hard to have this corrected.

  One of our account managers will be reaching out to you. Your satisfaction is important to us, and we are committed to assisting you through this matter.

   

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20542997
  
  I am rejecting this response because: I have countless emails with the same response. This started in April 2023 and now it is September 2023 and I am still waiting for a call from management.. 
  Sincerely,
  
  She-**********

• Initial Complaint

  Date:08/17/2023

  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 charged in two and three times in the last two months for your services. The dates are as follows; July 5th, 8th 12th 13th- 15, 18th, 20th - 23rd, 3x on the 25th, 2x on the 26th, 27th and 2x on the 28th. As of this writing, I have been charged August 1st x2, 2nd x2 and the 4th x3!! Between July and August I should had only paid $69.98. I am sure that when I look back farther, and I will, I will find more overcharges. For now would like to be refunded in the amount of $874.75. Thank you.

  Business Response

  Date: 08/18/2023

  Hello ******,

  Thank you for reaching out and bringing this urgent matter to our attention. We take every claim of unauthorized charges very seriously and make every effort to rectify the situation.

   I can assure you that we have taken proactive steps on our end, your subscription has been cancelled and we removed your card from our system. 

  Please feel free to reach out if you have any further questions or concerns. We are committed to assisting you through this matter, our apologies for any inconvenience this has caused.

   

  Customer Answer

  Date: 09/20/2023

  I do not see in my email that I have a request to respond to BBB. Pigeonly was to return overdrawn payments to my bank account and not credited to a closed account.

   

  Thank you

  Business Response

  Date: 09/20/2023

  Hello ******,

  Thank you for your message. I can assure you we want to have this corrected for you. One of our Managers has replied back to you with an option to have this settled.

  Please feel free to reply back at your earliest convenience so we can come an agreement and a solution for your case. My apologies for any inconvenience you have experienced.

  Your satisfaction is important to us, and we are committed to assisting you through this matter.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20483624
  
  I am rejecting this response because:   Pigeonly has not responded with a settlement plan, except as to say they are sorry. Further more they themselves have invoices totaling $3, ****** that is owed to me. Each invoice has a specific date corresponding with the amount overcharged. I have each one. I am not able to upload, but can certainly forward the invoices.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/25/2023

  Hello ******;
  
  I apologize for any inconvenience and time is taking to get this issues resolved.
  
  We send you a direct message on 9/21 to your email , from ********************************* containing additional information and instructions on the best and fastest way to resolve the issues you've encountered. Please take a moment to check your email and spam folder for it. If you are unable to locate the email or no longer have it, please don't hesitate to reach out to us again at ******************************* Ticket reference #****** . We will be more than happy to resend the email for your convenience. Alternatively, if there is another email address we can use to reach you, please provide that, and we will ensure you receive the necessary information.
  
  Thank you for your cooperation, and we look forward to assisting you further.

• Initial Complaint

  Date:08/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a subscription that was discounted. My bank account was charged 4x for the same amount of ***** & *****. They have only sent 1 refund Im still waiting for the reminder of my funds. I have been waiting 1 month and the issue still isnt fixed. I have had contact with them through email and the issue isnt resolved.

  Business Response

  Date: 08/18/2023

  Hi ******,

  Thank you for reaching out and bringing this to our attention. We take every claim of unauthorized charges very seriously and make every effort to rectify the situation.

  One of our Account Managers will be reaching out to you in order to have this corrected for you once and for all. Your satisfaction is important to us, and we are committed to assisting you through this matter.

  Customer Answer

  Date: 08/19/2023

   
  Complaint: 20482576
  
  I am rejecting this response because: I have been speaking with an account specialist for almost 1 month now and I keep getting the same response your company has a processing error. I also reached out explaining I received 1 refund of only $14.98, if I received one refund why did I not receive the remaining refunds?  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/23/2023

  Hello ******,

  Thank you for reaching out and bringing this to our attention. I can assure you we are working hard to get this resolved for you.

  My sincere apologies for the inconvenience this has caused, we'll be reaching out to in order to discuss in detail how we would be better able to serve you.
  

  Thank you for your patience while we handle this matter.

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20482576
  
  I am rejecting this response because:
  I still have not had any contact besides emails, I would like a scheduled ************* that someone will call me to dicuss my refund and properly assist with completing my refund that day over the phone. If this cant happen please send my refund to the BBB

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

  Business Response

  Date: 08/31/2023

  Hello ******,

  I appreciate your continued patience in this matter, and I apologize for any frustration you may be experiencing. According to our records, we successfully processed refunds back to the card on file as of July 25th. Because, it appears that you have not yet received these funds on your credit card, to expedite the resolution, I highly recommend initiating a bank dispute as it is often the fastest way to ensure you receive your refund promptly. This step can help resolve the matter efficiently.
  
  Regarding your request for a scheduled phone call, I understand your preference for direct communication. However, at this time, our primary method of contact is through email. I apologize for any inconvenience this may cause, and please be assured that we take your concerns seriously and will continue to address them promptly via email.
  
  If you have any further issues or concerns or if you decide to proceed with a bank dispute, please feel free to reach out to us at ******************************
  
  We remain dedicated to resolving this matter to your satisfaction and appreciate your understanding.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20482576
  
  I am rejecting this response because: I have received 1refund out of 4. Also the your company has merged another client email with mine, you support team has me as a cc for another client you owe a refund to by the name of ********************************* her card number ends in **** and her card was charged 4x for $34.99. I know this information because your team is unprofessional and have cc me In her emails. she has also been waiting on a refund since May of this year. Send me my money Im not disputing anything with my bank to get charged for it. You took it without permission so send it back with permission. Your team is very unprofessional and wouldnt like to give funds back you guys stole its a simple $45 send me my money. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/11/2023

  Hello ******

  I understand your concerns and frustration.
  I apologize for any inconvenience you've experienced, including the merging of emails and unprofessional communication from our team. This is not the level of service we aim to provide.
  
  Regarding your refund, I will be sending you an email to look into our next option to ensure that it is processed promptly. I will also address the issue of the merged emails and unprofessional communication to prevent any further inconvenience.
  
  Your satisfaction is important to us, and I appreciate your patience as we work to resolve these matters.

   

  Customer Answer

  Date: 09/18/2023

   
  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. I had to dispute the charges with my bank and get a new account and card. Im not sure what steps you guys move forward with from here but this has been a very tiring experience.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/16/2023

  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.

  There are multiple charges on my Bank card from *********** and when I go back and look at my account, the only thing I've done is use Pigeonly. I did not renew my subscription and in fact canceled it. I never sent something without paying and I was charged at least twice almost $35 and I can't get anyone ever on the phone from **************** to help me and find out why these charges are going through. My bank is telling me I used my pin and that's impossible.

  Business Response

  Date: 08/16/2023

  Hello ******,
  Thank you for reaching out and bringing this to our attention. We take every claim of unauthorized charges very seriously and make every effort to rectify the situation.
  Your account was still active, so I can assure you it has been cancelled as of today, and your information has been removed from our system.
  In regards to the charges, we will have one our Account Managers reach out to you in order to have this corrected. My apologizareis for any inconvenience
  this has caused. Thank you for your time and patience while we handle this matter.

• Initial Complaint

  Date:08/14/2023

  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 was charged 2 times for purchases I never made in one month. The first charge was made on 7/10/2023 for $24.99. The second charge was made on 7/23/2023 for $34.97. I called on 7/24/2023 when I realized the charges were being made. They told me it would be refunded to me in **** business days. I lt has been passed 14 business days and I have yet to receive my refund. I have attempted to contact the companies customer service multiple times and it states they are closed, it is after business hours but I am calling during business hours. I have attempted to email the company with the email they provide on their website and have receive no response.

  Business Response

  Date: 08/15/2023

  Hello Miracle,

  Thank you for reaching out, sorry to hear about the issues you have experienced.

  We take every claim of unauthorized charges very seriously and make every effort to rectify the situation. I can assure you one of our 

  account managers will be reaching out to in order to discuss in detail how we would be better able to serve you. Thank you for your patience while we handle this matter.

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20465514
  
  I am rejecting this response because: no one has reached out to me to resolve this matter and I still yet to receive my refund.
  
  Sincerely,
  
  ************************

  Business Response

  Date: 08/18/2023

  Hello Miracle,

  Thank you for reaching out. You already had spoke to one of our Manager. Rest assured this will be taken cared of

  as you already agreed with the resolution. Thank you and keep safe!

   

   

  Customer Answer

  Date: 08/19/2023

   
  Complaint: 20465514
  
  I am rejecting this response because: I was first offered a refund via paypal which I denied. I did not pay via paypal, I do not have a paypal, and would like my refund returned to me the same way the company withdrew it without my permission; via my credit card they charged. I have yet to receive a refund from them via my credit card.  
  
  Sincerely,
  
  ************************

  Business Response

  Date: 08/31/2023

  Hello Miracle,
  
  I appreciate your patience in this matter, and I apologize for any confusion. According to our records, we successfully processed refunds back to the card on file as of July 24th. However, I understand that you have not received these funds on your credit card. In this case, to expedite the resolution, I recommend initiating a bank dispute for a faster resolution. This will help ensure that you receive your refund promptly. If a bank dispute is not an option or you have any other issues or concerns, please feel free to contact us via our customer service email at ****************************************************.
  
  We are committed to resolving this matter to your satisfaction and appreciate your understanding.
  
  

• Initial Complaint

  Date:08/11/2023

  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 signed up for Pigeonly's trial service and in two months they ran my card for ***** six times without my consent. When I called them about this they said they'd refund me but it'd take 4 to 6 weeks. They recommend I go through my bank, Navy Federal, who insisted I needed them to officially admit wrong doing. They wouldn't answer my calls after the first time so I've spent the last year in correspondence with them trying to get my money back. They've intentionally pushed it back every time, constantly telling me to wait another 4 to 6 weeks. They stole my money and I want it back and I want to make sure they can't steal from anyone else again.Enclosed are the record of the transactions from my checking account, and the actual record of transactions that pigeonly has from that time period. Of note there were no charges documented for contacting my inmate. Also enclosed are records of my correspondence with them.Thank you for your time.

  Business Response

  Date: 08/15/2023

  We appreciate you taking the time to express your concerns through the Better Business Bureau regarding the fees you've encountered. We take matters like this seriously, and I would like to address your complaint promptly and thoroughly.
  Firstly, I want to extend my apologies for any confusion or inconvenience you've experienced due to the fees in question. Our customers' satisfaction is of the utmost importance to us, and we are committed to resolving this matter to your satisfaction. I have sent you a directed email requesting more information to ensure we can address your complaint accurately and provide a resolution that meets your needs .Our aim is to rectify any discrepancies and provide you with a solution that aligns with our commitment to excellent customer service.
  

• Initial Complaint

  Date:08/10/2023

  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.

  Since December of 2022 I have been repeatedly and incorrectly charged for the subscription service pigeonly, a service used to send photos/mail to inmates.i have contacted pigeonly multiple times and im always responded to as they're fixing it and looking into it and nothing happens and I always follow up and everything is delayed. Allegedly they refunded me on the card I no longer had then said they would mail a check that never came.

  Business Response

  Date: 08/10/2023

  Hi ******,

  Thank you for reaching out and bringing this to our attention. We take every claim of unauthorized charges very seriously and make every effort to rectify the situation. 

   An Account Manager will be reaching out to in order to discuss in detail how we would be better able to serve you. Thank you for your patience while we handle this matter.

• Initial Complaint

  Date:08/04/2023

  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 charged $35 for a service I did not agree to. I want a refund as soon as possible. This business has been trying to take numerous amounts out of my CashApp account almost daily. Please ************ and refund my money and close the account. Thank you.

  Business Response

  Date: 08/04/2023

  Hello ********,

  Thank you for bringing your concern to our attention. We would like to rectify the issue as quickly as possible. Please

  allow us to do further investigation. Rest assured this will be taken care of. One of our manager will call you so you

  can discuss the details and will resolve this issue ASAP.

  Thank you and keep safe!

• Initial Complaint

  Date:08/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged twice for services that I have no idea how they came about once for **** and then again 2 days later for ***** I would like the money refunded and to not happen again

  Business Response

  Date: 08/04/2023

  Hello ******,

  Thank you for reaching out and bringing this to our attention.We take every claim of unauthorized charges very seriously and make every effort to rectify the situation. 

  An Account Manager will be reaching out to in order to discuss in detail how we would be better able to serve you. Thank you for your patience while we handle this matter.

  Customer Answer

  Date: 08/07/2023

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