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:04/13/2023

  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 had used this company for a virtual address in 2022. I then got an office space and asked about the process to close the account. It was closed immediately and I was told there was no option for mail forwarding etc. I am missing multiple insurance company payments because they likely were sent to the virtual address. When I contacted support, I was told that all mail was thrown away or sent back to sender. It is unclear how many payments I lost from insurance companies that owed me for patient visits and there is no easy way to track this. I am extremely disappointed and upset with the entire process.

  Business Response

  Date: 04/25/2023

  Thanks for writing in to us. The iPostal1 Customer Terms and Conditions, Section 12c, specifically states that if a customer wants mail to be forwarded for up to six months, the customer must make arrangements directly with the store to forward 1st Class mail, and pay the store directly in advance a monthly forwarding fee plus costs of postage, handling and materials. Alternatively, customers may elect not to have mail forwarded and give permission to the store to destroy any mail received after the cancellation date (Section 12 C ii).  The store will be directed to discard the mail 90 days after cancellation. As there were no arrangements made with the mail center and you no longer have an iPostal1 mailbox, any incoming mail to your location will be returned back to sender. We apologize for the inconvenience.

  Customer Answer

  Date: 04/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I was told that mail forwarding was not an option. I asked specifically. None of this was offered to me. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Company never informed me of my options and therefore this now cannot be resolved. I was in contact with **** but they told me I had to work directly with this company. I have no way to track down what I lost. I did try and ask the company what to do at the time and was given misinformation that was different from the policy they have responded with. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/04/2023

  As previously stated, the iPostal1 Customer Terms and Conditions, Section 12c, specifically states that if a customer wants mail to be forwarded for up to six months, the customer must make arrangements directly with the store to forward 1st Class mail, and pay the store directly in advance a monthly forwarding fee plus costs of postage, handling and materials. Alternatively, customers may elect not to have mail forwarded and give permission to the store to destroy any mail received after the cancellation date (Section 12 C ii). The store will be directed to discard the mail 90 days after cancellation. As there were no arrangements made with the mail center and you no longer have an iPostal1 mailbox, any incoming mail to your location will be returned back to sender. We apologize for the inconvenience.

• Initial Complaint

  Date:04/10/2023

  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.

  We signed up for a virtual address with ipostal about 6 months ago. In that time we have not received a single letter. I sent myself a letter to our address and many clients have sent checks to that address. None of those letters arrived. ******* refuses to believe that they are at fault.

  Business Response

  Date: 04/14/2023

  Thanks for writing in to us. As per your request, we have transferred your digital mailbox to a new location. We have also extended your membership by 7 months due to the troubles faced at the original mail center. Your mailbox subscription is now paid through 12/01/23. It is important for us to let you know that there is still an ongoing investigation into your original mail center, and we will take the necessary steps to address and fix the situation. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:03/30/2023

  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.

  (1) I informed iPostal1 of my homeless status and my having nothing in my name. On March 14, 2023, one of the iPostal1 reps instructed me to amend the **** Form **** with a street address. The street address I have provided in the amended form is the same place where I receive my mail on my ********** ID card. You can easily verify it with an online map. An iPostal1 rep instructed me to provide a street address and I did exactly that in a way that is consistent with my ********** ID card. (2) Nothing on the **** Form **** says anything about the address on Item 7, needing to match any address on any one of my IDs. (3) The **** Form **** clearly states that corporate IDs are acceptable. I provided my Access Paratransit ID card to the notary public here in California and he accepted that Access Paratransit corporate ID as clearly permitted on the **** Form ****. There is no rational reason why iPostal1 would reject a corporate identification card as a secondary form of identification that is firstly, listed as acceptable, on the **** Form ****, secondly, subsidized by the government, and thirdly, accepted by the notary public here in California, who performed the notarization for me. My Access Paratransit ID card has a photo and an expiration date. (4) My uploads are finally complete. The company is lying about my uploads being incomplete. The iPostal1 rep instructed me to amend an already notarized form. After I amended the form and submitted my IDs, showing I am a Black woman, iPostal1 has erected invalid barriers to my mailbox that I purchased in ******, ********. (5) I have called iPostal1 phone number one day, maybe, 03/19/2023. I did not speak to a person that particular day. I had to leave a voice message, demanding to speak to a manager to review the **** **** with me while in front of a computer and explain to me how the **** says clearly that it accepts corporate IDs and why iPostal1 does not.

  Business Response

  Date: 04/14/2023

  Thanks for writing in to us. First, **** does require two forms of ID with one form of ID matching your Form ****. Second, we are unable to accept customers using a PO Box as their home address. **** requires customers to use an address traceable to the bearer (residential address). Unfortunately, because the requirements were not completed, we were unable to approve your account. If you have a home address with an ID that matches, we can assign an agent to work with you to ensure that we get the paperwork processed in a timely manner. We trust that this will settle your complaint.

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Re: ID # ********- **********************

   

  Hello BBB ***:

   

  I want my case reopened.  As I said in my complaint, I am homeless. I did not see this email until recently. I was only prepared to respond today with additional evidence.

   

  The company, iPostal1, did eventual respond to my BBB complaint on April 11, 2023. They completely ignored the facts of their conduct, showing they instructed me to amend the street address on an already notarized form which sounds illegal. I have provided evidence to the BBB *** that iPostal1 did exactly that. 

   

  After following their instructions to amend the street address on the notarized form, I submitted the amended form to iPostal1 with my picture IDS, revealing my race. Then, they started making barriers about other things being wrong with the form by lying about the **** not accepting corporate IDs. I previously provided evidence of that notarized form, proving that the **** form clearly says "corporate" IDs are acceptable form of secondary identification. 

   

  I have attached the original **** form to this email with the highlighted language on the form, proving iPostal1 is lying about the corporate ID not being acceptable as a secondary form of identification. You can see the highlighted area on the **** form that **** accepts corporate IDS. In this case, after receiving my picture IDs, iPostal1 invented this lie to erect a barrier to my getting a ******** mailbox. I have had two *********** iPostal1 mailboxes for several months now. Why is ******** different? 

   

  I demanded my original mailbox fee for March 2023 plus the $15.00 that I wasted on a notary public here in **********. You will see from their response that they refused to refund the $15.00 that I spent on a notary public. They know very well I demanded the mailbox fee as well. Yet, iPostal1 ignores the matter of refunding me my $9.99. I have attached an email receipt to this email. 

   

  Since this matter was taking long, I had already previously deleted the ******, ******** box that I requested before the renewal date in April 2023 and demanded my money back. You can see from the attached response that they do not want to refund me any amount of money. 

   

  Thank you,

  ***************************

  Email: ****************************

  Phone: ************

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/03/2023

  Thanks for writing in to **. Amending a Form **** is not illegal, as long as it is initialed. As mentioned previously, **** does require two forms of ID with one form of ID matching your Form ****. We are unable to accept customers using a PO Box as their home address. **** requires customers to use an address traceable to the bearer (residential address). The screenshot attached was taken from ****'s website. CMRA's are unable to accept corporate IDs. Unfortunately, because the requirements were not completed, we were unable to approve your account. We are unable to refund you for the notary, as this is outside of our company. We recommend you contact the notary directly for a refund. We will refund the $9.99 subscription fee. Please allow 5-7 business days for it to reflect on your account. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received any email as to why my account had not been verified. When I contacted them and request a refund, they prorated it (I paid $149 and they are going to refund me $109) even though; I never had access to the mailbox. This company is not reliable! Additionally, I had to pay for the requested documents to be notarized ($25) and will not be reimbursed for that.

  Business Response

  Date: 03/23/2023

  Thanks for writing in to us. The **** requires the Form **** be completed, notarized and filed with proper IDs.This is required in order for the mail center to accept mail on your behalf. If they are not completed, you will still be able to use the address for your business without the mail function. That is why your account was charged,whether or not you file the Form ****. Many customers use our addresses this way. As a courtesy, we have refunded the remainder. Unfortunately, as you mentioned, we would not be able to refund the notary charge as they are a separate entity. We recommend reaching out to Notarize.com directly. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 03/24/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/17/2023

  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 created an account with iPostal in January of 2022. I had to submit notarized paperwork to begin receiving mail at this location. I reached out for assistance and got a generic response that got me nowhere. I was unaware that if I did not have an ACTIVE mail service there, that I would continue to be charged! I have not received one piece of mail through iPostal since my sign up. I have no follow-up emails from them about my "subscription" or utilizing my account. Upon my cancellation today, I requested a full refund for services not received/used. Again, I got a generic response that I would only get a refund for the most recent charge, for this month, March 2023. That is ABSURD! I've see other complaints about this company continuing to charge clients even though they are not using their services and I will NOT just let this go...as I know they hope I do!

  Business Response

  Date: 03/17/2023

  Thanks for writing in to us. The **** requires the Form **** be completed, notarized and filed with proper IDs.This is required in order for the mail center to accept mail on your behalf. If they are not completed, you will still be able to use the address for your business without the mail function. That is why your account was charged,whether or not you file the Form ****. Many customers use our addresses this way. We do provide a 30-day grace ******* but seeing as you are outside of this timeframe, we are unable to refund you. Your account automatically renews until the account is canceled, which can be done at any time. As a courtesy, one of our **************** representatives has refunded your last subscription fee. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:03/16/2023

  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.

  In February, I registered our family with iPostal1 to provide a virtual mailbox. I followed instructions and temporarily forwarded my mail to the address I was given. Somehow, the location that was to receive my mail was never told by iPostal that I was a customer and so my mail was not collected. Neither iPostal1 nor the location has any idea where a month of my mail is. They found 6 letters so the forward was done correctly, however, they continue to try and blame the forward or the **** rather than fix the problem. I called the location and an employee said that more of my mail might be there somewhere but he was too busy to look.

  Business Response

  Date: 03/17/2023

  Thanks for writing in to us. Our **************** team has contacted you. We appreciate your patience as we investigate this situation to find out what happened.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased iPostal service in November 2022. I've never used this service due to back and forth email MISCOMMUNICATION. I requested modifications to my account that never occurred. I have been paying monthly for a service I haven't utilized and I want a full refund for the inconvenience (time and money wasted).

  Business Response

  Date: 03/10/2023

  Thanks for writing in to us. Our records show that our **************** did let you know the proper steps to complete the signup process. Our policy states that we do issue a refund for the first 30 days if you did not use your account for any purpose. That being said, we understand your frustration and have refunded your subscription as a courtesy. We trust that the steps we have taken will settle this complaint.
  

  Customer Answer

  Date: 03/10/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/09/2023

  Type:Customer Service 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.

  At the end of February 2023, I opened a Green **** 30 Monthly account. I am writing about two issues I have experienced since that time. The first is as follows. I understood the subscription to include only charges for the monthly subscription. On 03/07/2023, I noticed a $2.25 charge for Ipostal and upon review of the account, it was for image scanning. I contacted customer service, whom explained that the charge was due to the scan toggle being switched "on." I switched the toggle "off" and the representative reported that a refund would be issued. My issue is that the toggle button did not indicate a service that would incur a charge and any customer using it may unknowingly be charged. This is a sneaky feature and I do not appreciate the deception. Any features that a customer chooses in addition to their subscription should clearly be noted as those that will incur a cost. The second issue is as follows. During the application process, I included my daughter's name as an additional recipient. The week of 03/06/2023, I received informed delivery from **** that included a letter addressed to my daughter. On 03/08/2023, I picked up mail from my IPostal box and the letter addressed to my daughter was missing. I contacted IPostal customer service and was informed that the setup did not include adding my daughter despite noting so on the application. The representative corrected the account to include my daughter's name and advised that I contact both the IPostal location and **** to locate the missing the letter. This task is something that ******* should have performed as the mistake was on their part. They should also be responsible for contacting my post office to explain the confusion and confirm that my daughter's mail should in fact be sent to our IPostal address. I disagree being held responsible for communicating a mistake that was not of my doing.

  Business Response

  Date: 03/09/2023

  Thanks for writing in to us. Our **************** team has been in contact with you. Your mail center has been contacted to be reminded that your daughter has been added to your account. While it does appear the original letter was returned to sender due to her name not being listed on the account originally, moving forward any letters addressed to you, your daughter, or your company will be uploaded to your account. It is important to note that we cannot contact the **** on your behalf to file a Change of Address for your daughter. If you have yet to do this, we recommend visiting your local *********** in person to file a temporary COA for your daughter (and for you if you would like) as this will help direct all incoming mail to your new iPostal1 address. In regards to the auto-scan feature, we apologize that the toggle was misleading. We have reported your feedback to our developers as we are constantly working on improving the customer experience. The auto-scan for your account has been turned off and the refund of $2.25 has been refunded by our billing department. We trust that the steps we have taken will settle this complaint.
  

  Customer Answer

  Date: 03/16/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to sign up for a virtual mailbox and went through the process but they also wanted id's from my spouse as well. Nothing was ever said about this. I canceled my mailbox with them but haven't received money back. I want to cancel any and all service with them and I never used the mailbox. I want my money back, a full refund. It said there is a full 30 day money back guarantee but I have no confirmation of a refund.

  Business Response

  Date: 02/27/2023

  Thanks for writing in to us. You can find information about adding your spouse to your account under the *** section on our website. Your accounts have been canceled and a full refund has been initiated. Please allow 5-7 business to see the refund reflect on your account. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 02/27/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an iPostal1 virtual address for several years for my business. On or around November 2022, I learned that a notarized document that a client had sent me never arrived. I contacted the *** store affiliated with my iPostal1 account. I didn't receive a response. By December 2022, I realized that I hadn't received any mail in any form in two months, which is possible but not typical. I reached out again to both the *** store and iPostal1. No response from ***. iPostal1 said they would look into it. I didn't hear anything more. I tried again in January, nothing. In February I went to the physical location to ask about the mail. At this point, I had records of tracked mail and packages that had been sent to me in December and January, but were never reported to me. The person at the *** store said he'd find my mail and get back to me in an hour. He did not get back to me. The next day I went to the *** store and refused to leave without my mail. He dug up some stuff. Not the tracked items. These letters and packages were date stamped. I had letters dating back to October 2022 that hadn't been reported to me. This was on February 16, 2023. I'm still missing items. I have tried to work with iPostal1, but they stopped responding to me. I would like a refund for the fees I paid iPostal in September 2022 for a 12 month membership since they didn't actually provide any services. But more importantly, I need them to file a change of address with the US *************** Because of the way the iPostal1 business is set up, the post office won't let me file the change of address. I need the mail to be forwarded to my home address for six months. I used my iPostal1 business address for all of my business correspondence. I'm expecting documents from ********, tax documents, employment related notices, etc. I can't risk not receiving this mail. It's going to cost me thousands of dollars.

  Business Response

  Date: 02/22/2023

  Thanks for writing in to us. We are sorry about the negative experience you had due to the negligence of your location. We also apologize for any delay in communication from our **************** team as we diligently investigated your situation and that of your mail center. Our team has been in contact with you. They have advised on the best way to file a Change of Address, as iPostal1 is not able to do this for you, and have offered to have your shipping center hold any items that do come in and ship them to the address you have provided. Per your request, your account has been cancelled and a full refund has been submitted. Please allow 5-7 business days to see the funds reflect back in your account. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 02/27/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************