Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2024

  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.

  iPostal sent me an email advising my account was up for renewal and the price would increase by $50, unless I removed my business name from my mailbox. When I accessed the website to cancel the auto-renewal, I found that there was no way to cancel it, and none of my credit card information was listed anywhere on the account. iPostal proceeded to take $149 out of my bank account. The online instructions state to cancel an address, click "Mailbox Settings", then click "Cancel Mailbox." As you can see in the attached photos, the instructions are a fuzzy photo that intentionally cannot be enlarged, making it nearly impossible to read. In the attached photos, you will also see, that the "Cancel Mailbox" button they refer to in their help instructions, is missing, which I believe is intentional. I do not believe this is an oversite. I believe it is an intentional unfair business practice scheme to collect tons of money from customers, and make interest off of that money, while the customer spend time making calls and waiting weeks or months for a refund. That is why I am requesting an immediate refund of $149 today, with no delays. Your cooperation in this matter is greatly appreciated. Thank you.

  Business Response

  Date: 06/10/2024

  Thanks for writing in to us. Our **************** team has contacted you. We apologize for the technical error that occurred within your account. Our tech team is working to resolve this issue. In the meantime, one of representatives has deactivated your account on your behalf and refunded the most recent subscription renewal. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 06/12/2024

  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: they deactivated my account which makes it impossible for me verify that the missing "deactivate account" button has been restored.  According to their response, they are working hard to resolve the problem, but it has not yet been resolved.  If it was resolved, my account should have remained active, so I could go in and deactivate it myself, verifying that the issue has been resolved.  I did receive a refund.   

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 07/01/2024

  We aim to be transparent as it pertains to our service and how it operates. At no point will we prevent mailbox holders from being able to terminate their services with us. When updating our terms of service, it is important that our mailbox holders agree to these terms first, to continue any services or make alterations to their account. To ensure mailbox holders can have this done in the most timely manner, we've had our system deliver a pop up menu that allows for these terms to be agreed to instantly upon login enabling continue services and/or  make an alteration of the account. No changes can be made to the account until the terms have been agreed to. Again, this issue has been resolved and customers may cancel their accounts any time.

  Customer Answer

  Date: 07/02/2024

  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: the business continues to talk about their terms of service when my complaint is about them removing the "cancel subscription" button.  I do not recommend doing business with this company.  Once you sign up for their recurring subscription, you will have a very difficult time getting it canceled.  

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:05/30/2024

  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.

  On May 16th2024, a request was asked to have mail forwarded. On May 22nd a package of mail was received for another ipostal customer and did NOT contain any mail addressed to me. A call was placed to which it was indicated that, "We have escalated this matter with our executive team to launch a formal investigation in the attempt to locate this mail item." This has been the same for each time to which I followed up. No return call or email has been received with an explanation or reply of locating my mail that they sent to another party.In addition, I paid $99.00 for the discounted annual rate and am also being charged $9.99 monthly rate as well. This company is undescribably unethical in performing a critical service. The consequences of not responding to any IRS letter that I receive for a tax matter that I have had for some time can not be recoverable or unstressing.

  Business Response

  Date: 06/10/2024

  Thank you for writing in to us. Our **************** team has been in contact with you regarding this matter via phone and email. Our team has launched an investigation to locate the missing mail item and will contact you with updated information and a resolution. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 06/11/2024

  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:

  There has not been any follow up with a form of resolution or correction or reimbursement. No response other than that it is being looked in to for a couple of weeks now is not an acceptable response at this point  

   

   

   

   

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

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

  Customer Answer

  Date: 06/17/2024

  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:

   

  Hello,

   

  It is a regrettable situation since the lost mail was sent from the *** and it has been almost impossible to reach them to obtain the nature of the letter and forgiveness for not complying in the time granted. 

   

  The unprofessional nonchalant manner of both iPostal and Staples in handling such critical transactions which has now caused legal matters is unacceptable. There has been no concern for the party to whose mail I received in error or offer for prepaid postage to return to them.

   

  The offer of $20 would not suffice taking into consideration the severity of this situation. The cost of your service and the fee for mailing incorrect mail was more and is considered offensive.

   

  Regards

   

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

  
  

   

   

   

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

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

  Business Response

  Date: 06/17/2024

  We want to assure you that we have been taking this matter very seriously and have continued to work diligently with all parties involved. We have taken the initiative to refund all fees totaling $36.65, which were charged by iPostal1. This refund should reflect in your bank account within 5-7 business days. Its important to note that this refund does not affect the compensation additionally offered to you by *******. We trust that the steps we have taken will settle this complaint. 

• Initial Complaint

  Date:05/14/2024

  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.

  iPostal1 provides internet services of independent commercial mailing / forwarding companies. Billing is charged through iPostal 1. My mail was being returned and marked " Account Closed". This account was paid in full and no reason for my mail being returned to the sender. I want a refund.

  Business Response

  Date: 05/24/2024

  Thanks for writing in to us. Our **************** team has been in contact with you. We are truly sorry for any inconvenience caused by your mail center's actions. We are taking this issue very seriously, and are continuing to investigate the situation with this particular location. Our team has refunded your subscription and canceled that specific mailbox, per your request. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 05/28/2024

  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:

  IPostal 1 is not authorized to cancel a paid in full account as noted in their response. 

  iPostal 1 inadvertently closed a different account of mine in ******* ******

  iPostal 1 has over 30 **************** emails sent back and forth to no avail.

  iPostal 1 sends refunds by credit card and I have received no refund.

  I appreciate continued help by the BBB.   

   

   

   

   

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

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

• Initial Complaint

  Date:05/14/2024

  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.

  Ipostal1 and Staples lost 2 of my shipments and blame me because I didn't want to pay $80 for tracking both. They refuse to do anything to find the shipments they lost. 2 separate shipments going from one ipostal1 location to another is a serious, systemic problem they refuse to acknowledge. They did absolutely nothing except open and close a ticket. Go to the *** Store.Added after owner's response:First you blame me for not paying ipostal1's outrageous $40 fee to track an envelope. Then you blame **** for not delivering an envelope within 17 days, on two separate occasions, from one ipostal1 location to another ipostal1 location. That's even more outrageous and unacceptable. No I'm not giving you a third chance at losing my mail!!!!iPostal1, LLC (Owner)17 hours ago Hi ****,Thanks for your review. We are sorry about the issues you described.According to our records, our **************** team explained that without tracking, it may be more difficult to locate the mail items, however, they did begin investigating the situation on your behalf. Our team reached out to your mail center to confirm details about your shipments.The root cause in this case is with the ****, not the mail center. Your location did confirm that **** picked up your mail items, but they have not yet been delivered.We would be happy to continue working on your behalf to resolve this issue. We understand you have closed your account. If you want to give us a second chance, please contact us. The best and fastest way to reach us, is by using the live chat.

  Business Response

  Date: 05/28/2024

  Thanks for writing in to us. Our **************** team has been in contact with you. Our team escalated your issue, investigated all avenues, and found that your mail items were picked up by the carrier, **** in this specific situation, and confirmed that they were not delivered to your other mail center. We highly recommend that you contact ****, as the responsibility lies with the last confirmed handler. We apologize for any inconvenience this has caused and appreciate your patience as we worked hard to investigate. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 05/28/2024

  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:

   Ipostal1 was both the shipper and receiver of my mail.  They make customers fill out Forms to authorize them as a mail handling company.  They claim they are a software company not a mail handling company.  They lost 2 separate shipments and blame USPS.  All they did was open and close investigation tickets without addressing the serious systematic problem within Ipostal1 or offer compensation.  

   

   

   

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

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

• Initial Complaint

  Date:05/06/2024

  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.

  in Oct 2023 they charge my credit card $120. i never used their services. i left email twice. my credit card company still charge me cause they never reverse the charge

  Business Response

  Date: 05/09/2024

  Thanks for writing in to us. The **** requires the Form 1583 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 1583. Many customers use our addresses this way. Our **************** team has contacted you. The charge you are referring to had been disputed by your bank. When this occurs, our software is prompted to close the account automatically and does not allow our billing team to process any refunds while the dispute remains unsettled. To ensure you are compensated appropriately, we request that you settle this dispute with your bank. With the dispute settled, then we would be able to refund you. Please let our representatives know how you would like to proceed. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:04/22/2024

  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 have been using ipostal1 for my business mail address provider. I recently scheduled a pickup for two mails (including payment to my business) but the offline provider (staples) lost both mails. The app still shows the mails as "scheduled pickup" but the employee at ******* told me they don't have it. Keeping the mail safe is the one job that I'm paying for. I also had to visit multiple times because they were closed although it's during the opening hours and they didn't have enough workers to handle the services. Then they couldn't locate any mails for me. I had to waste quite a bit of time to visit ******* multiple times and then ask resending the checks. I also lost a mail from an unknown sender which could be a valuable to my business.

  Business Response

  Date: 05/02/2024

  Thanks for writing to us. Our **************** team has been in contact with you. We have escalated this matter with our Staples executive team to launch a formal investigation as attempt to locate this mail item. If the Staples Executive Team deems the mail items are indeed lost, they will reach out to you directly to make arrangements regarding compensation. We are also working with your mail center to review our comprehensive training program. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 05/07/2024

  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:04/09/2024

  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 have been satisfied with Ipostal until I tried to transfer my account:Currently I do not know where my mail is being sent due to ipostal's miscommunication. I was assured and welcomed by the transferring entity and/or ipostal. When I contacted the place where my mail would be coming, there was no answer and voicemail was full.I contacted Ipostal and this is what transpired:March 18: I contacted iPostal1 regarding an issue with my account. Despite being assured earlier that my account was good to go in February, I encountered a message indicating that the mail center did not take me as a client.March 19: I received a response from iPostal1 stating that my required documents had been pre-approved but were pending approval by **************. I was informed that the normal timeframe for reviewing my account was within 1-3 business days. This was well past the date so, I had already closed my other account and changed my business address with all my entities and business licenses based on information received.March 26: I was informed by iPostal1 that ************** was not accepting new customers, (New? I was already accepted) necessitating a transfer to a different location which I need to work on. In recognition of the inconvenience caused by this transfer, iPostal1 added three months of free service to my account and adjusted my renewal date.- The situation has not only caused my mail to be in limbo(can you tell me where my mail is going?) but has also compelled me to start the change of my business address on licenses and incur additional expenses from reposting in papers. Financially, this has been a burden and time consuming.- I have been with i-postal for 1 year and have recommended them to other small business owners. and I am appalled they aren't offering more assistance for a place they contract with to take on their customers

  Business Response

  Date: 04/18/2024

  Thanks for writing in to us. We apologize for the disruption in service caused by the transfer location. Our **************** team has been in contact with you. We have provided a refund for the noted business expenses that were provided by receipt. We are continuing to work hard on your behalf to locate any missing mail at this time. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 04/19/2024

  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:04/01/2024

  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 purchased a virtual mail for my new business and was anticipating things would go smoothly and my virtual mailbox would be up and running by now. I went ahead and had the form notarized on my own without the use of an authorized individual. When I returned to the site looking to upload the form and move forward with my services I encountered errors in that there is no option to do so. I contacted support and was told to forward the form to the stores forms support email address they provided and after doing so have been encountering problem after problem including some legal issues. I'm unable to move forward with the next steps necessary to use my virtual mailbox because of the companies dysfunction. The entry level employees refuse to escalate my concern to higher management and instead keep going in circles preventing me from using the services. In addition, during the communications back and forth with the staples location and postal support employees - an employee added in additional staples employees to the Carbon copy area of the email which concerns me for future employee targeted behavior.

  Business Response

  Date: 04/07/2024

  Thanks for writing in to us. We apologize for any difficulty you experienced. One of our managers has been in contact with you and explained the steps to complete the form. She has also offered to assist in ensuring that your account setup is expedited, once the form and IDs have been submitted correctly. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:03/18/2024

  Type:Delivery 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 reached out to this company regarding my mail that was supposedly shipped 2-20-24, but I still have not received it and customer service hasn't provided any update. This is a service I pay $9.99 monthly for plus shipping/scanning costs. They charged me $14.85 to consolidate and ship 5 pieces of important mail that pertains to my business, and as of 3-16-24 I still have not received it. No tracking information was provided. When I emailed customer service on March 6th, support team replied March 7th that my message was sent over to the mail center. I haven't been given any update since. They are rendering a postal service to consumers. They should be held responsible for mishandling people's mail.

  Business Response

  Date: 03/29/2024

  Thanks for writing to us. Our **************** team has been in contact with you and confirmed that your mail item has been delivered. While iPostal1 processes your mail items at our mail centers, once it is picked up by the carrier for a shipment the carrier then has control of the shipment. If you have not received this mail item, we recommend contacting **** directly. Our team has sent you a check as a courtesy, as well as extended your subscription. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 03/29/2024

  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:03/14/2024

  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 paid for the mail service, completed the required forms and provided the required documents and the support is incompetent and did not authorize my account to receive mail. I tried multiple times contacting them and providing them the documents they requested 3 times and they still refused to turn on the mail service. Then when I finally had enough I told them to cancel my account and refund my money. They said it was past the 30 days and they do not offer refunds. I mistakenly paid for a year up front and they are refusing to refund it even though they did not process one piece of mail for me.

  Business Response

  Date: 03/15/2024

  Thanks for writing in to us. Our **************** has been in contact with you. As a courtesy, we have refunded your account. Please allow 5-7 business days to see the refund reflected on your account. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 04/02/2024

  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.
  

   

   

  They issued a refund.

   

  Best Regards,

   

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

  Broker/Owner

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

   

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