Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, My name is ******* ******* and I am filing this complaint against Pitney Bowes Inc. I live in ** and contacted the *** in ** and they recommended that I file the complaint in *********** because that is where Pitney Bowes Inc is based. My husband ******* ******* passed away in October of 2024 and was using a postage machine in his office from Pitney Bowes. In cleaning out my husband’s office my son found the machine and contacted the company to end the lease and return the machine. Even though my husband had passed they said that to end the lease someone would have to pay 4 plus years of remaining lease payments which amounted to $3,400.The postage meter is currently at my house, it is not being used, and I would like for Pitney Bowes to take back their machine and end the lease. I’ve included a copy of the lease; which was clearly not filled out by my husband. The name of the business listed on the lease was ******* ******* **** but my husband was not a **** he was an ******** *****. There is no business named ******* ******* ***. The signature is a e-signature of his name written as ******* ******* ***, my husband always signed with his middle initial ******* * ******* ***. During the last years of his life he was undergoing aggressive treatment for late stage cancer the idea that he would knowingly and willingly sign a six year lease in 2023 that is unbreakable even after he passed away doesn’t make any sense. Both my son and I have tried to resolve this issue ourselves but have not been able to make any progress with Pitney Bowes. When I try to contact the company I cannot get someone on the phone. The automated system directs me to an online messaging service then hangs up the call. Any help the *** can offer in resolving this situation would be greatly appreciated. Thank You ******* *******

  Business response

  01/23/2025

  Lease ******** was signed on May 12, 2023 and is due to expire on September 29, 2028.  The electronic signature is ******* * ******* ***.  If the business has closed please provide the probate details.  We can also offer to negotiate a settlement to terminate the lease early. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I sold my business and no longer needed by Pitney Bowes Leased postal meter. I called their 800 number in early November 2024 and they sent me a box and shipping label to return the equipment. I asked about the postage we had loaded on the machine and they said when it was returned, they would put the money back on my business credit card. I shipped the equipment back and got confirmation, but the postage was not put back on my business credit card. I waited until early December when I got a Pitney Bowes Statement showing my ending Balance of $333.96, but still no refund on my business credit card. I thought the problem might be that the postage was put on the meter with an additional sub card to my business credit card under one of my employee's name, that was cancelled when she quit working for me. I tried to call the 800 number I used a month earlier, but now there is a computerized answering service that directs you to do all transactions on the website and you cannot get to a person. My problem was I cancelled all my business emails and now I cannot get on the website even though I have a login and password, because the multifactor verification is going to a cancelled email. Ater working several hours and calling every phone number Pitney Bowes has on the web, I wrote a letter in early December and sent it along with the attached statement to the *********** Home office Address. I asked that the send a refund check for the $333.96 made out to * * ******** ********* ****** and send it to the ** *** address on record. I have still not received the refund and still am unable to talk to a person at the company. I just want the refund to close my books. I know we are in an online world, but I can't be the only person that every cancelled an email. If I could talk to a CSR I probably would have settled all this back in early December. Thanks, *****

  Business response

  01/22/2025

  The funds removed from your meter have been applied to Postage account ********.  Please complete the refund form by clicking on the link ************************************************************************************************************************************************************

  Customer response

  01/23/2025

  
  Complaint: ********
  
  I am rejecting this response because: I can not open the link Pitney Bowes sent to secure the refund.  It is not blue and clickable like a direct link should be.  I know the money was put in my account but I need a direct link to fill out the refund information because I can no longer login to my account because the email associated with it has been cancelled and I cannot the complete the 2 factor verification.  I could have had this done if there was a way to talk to a person, but the new computerized phone system just sends you to the website.  Please send my a direct link to fill out the needed information and we should be good.
  
  Sincerely,
  
  ***** ********

  Business response

  01/23/2025

  Please copy and paste the web address into your web browser to access the refund form.  We have also emailed you the direct link in a separate email from Pitney Bowes that you should be able to click on directly.  

  Customer response

  01/23/2025

  
  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

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been waiting for a package that was supposed to arrive on January 14th.The tracking number states it was Pitney Bows processing center and no further details are available.I have tried to contact them but there is no other way to call a toll free number and no one is there to assist me.I would like my package and to know where ot is located and when will receive it.

  Business response

  01/16/2025

  Hello,
  
  We have thoroughly checked our records and unfortunately, we do not have any order information available for this shipment.
  
  It appears they have placed this order directly with ****, which was also shipped by **** itself.
  
  we've contacted you directly requesting order detail.
  
  Thank you.
  
  Regards,
  PB Client Support

• Initial Complaint

  01/15/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have never had an account with Pitney Bowes.....EVER

  Business response

  01/15/2025

  We found two different accounts created using your name and address, but they have different phone numbers and email addresses associated with them.  Both accounts were created in October 2023 but were never used after adding funds to the available postage balance.  Those accounts are now closed, and we will advise the collections agency that those invoices are no longer valid.  

  Customer response

  01/16/2025

  
  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

  01/06/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hey, it seems to appear that you guys are working with **** to deliver my package. Now, tell me why it is updated on **** on January 1st, 2025 that the package arrived at a partner facility on January 2nd 8:59 PM. How does that make sense. In addition, its been over four days and there's been no movement with the package whatsoever. ****** wont even let me get a refund because I have to "wait 15 more days".

  Business response

  01/07/2025

  Hello, We have thoroughly checked our records and unfortunately, we do not have any order information available for this transaction
  
  It seems they have placed their order directly with ****, which was also shipped by **** itself.
  To be able to further review this request we will need the following information:
  
  **** order numbers start with ***** or *****
  Global Tracking numbers start with **** or ****.
  **** item number
  Email ID associated with **** order
   Regards,PB Client Support

  Business response

  01/14/2025

  Hello,
  Our Shipping team was able to locate this transaction, and the shipment has been delivered on Jan 11. 
  ***************************************************************************************************************************
  Please let us know if you need any other assistance.
  Regards,
  PB Client Support

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a credit balance from my postage contract with Pitney Bowes (Purchase Power) of $139.66. They have not sent me a refund check. They have no customer service phone number to call that gives you access to a human. Their chat line doesn't provide a solution. They don't recognize my email for me to possibly log into their system any longer. I sent them a letter weeks ago asking for a refund and haven't received any response.

  Business response

  01/03/2025

  Please complete the refund request form by going to the following link.  

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

  Customer response

  01/06/2025

  
  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

  01/02/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Pitney Bowes has had a package for over 2 weeks with no update of shipping. I have tried to reach out via virtual assist on their site. It is no help robotic and never answers questions or connects you to where you need to be. I have tried Pitney Bowes "file a claim" on their site, again dead ends. I have tried reaching via telephone over 50 times. The phone number ***** *** ****, ************** are a complete easte of time. No customer service, no responses, dead end calls. is this even a real company, and if so how are they still in business. The automated response always says contact the seller. I contacted the seller several times and they said the same thing the package is sent. when the tracking number is run it clearly states that they are the partner that has the package.

  Business response

  01/14/2025

  Hello. We have thoroughly checked our records and unfortunately, we do not have any order information available for the buyer in question.
  
  It appears they have placed this order directly with ****, which was also shipped by **** itself.
  
  Kind regards, PB Client Support

• Initial Complaint

  12/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  12/26/24 I requested an early termination settlement quote of our lease. The settlement quote came back at $1031.07 for a lease that had remaining total payments of $728.65. When I asked agents on Live Chat how the early termination fee was calculated, they could not tell me. There is nothing in the Terms that spells out how the fee is calculated. They said it was system calculated. A settlement quote 41% above the remaining cost of the lease was certainly not expected. The contract should spell out exactly how the termination fee is calculated so that the customer knows what to expect at any point in the lease. For all I know, the early termination fee will go up the longer I stay in the contract because no one can tell me what it is based on. This mystery pricing method should not be allowed.

  Business response

  01/06/2025

  Hello, 
  
  Thank you for contacting Pitney Bowes. 
  
  To terminate your lease early, you would need to pay a settlement. This settlement would consist of all your remaining payments, an early termination fee and restocking fee. 
  
  Kind regards 
  Laura
  

  Customer response

  01/06/2025

  
  ********** ********
  
  I am rejecting this response because: Pitney Bowes has not adequately explained how their early termination and restocking fee are calculated.  I should be able to know exactly what the fees will be at each stage of my contract so I can make the best decision if and when it makes sense to cancel the contract. There should also be an explanation as to why there is an early termination fee on top of all the remaining lease payments due.  If I am being billed the lease obligations for the full term of the lease, then why add an early termination fee?
  
  Sincerely,
  
  ***** *******

  Business response

  01/10/2025

  Hello, 

  The Termination fee is $175, which is a penalty as the lease is non-cancellable within the term. The Return Fee/Restocking fee is $75.
  Both of which are flat fees and do not vary based on the remainder of the contract term.
  The remaining amount of the settlement quote is the contract obligation and that amount will reduce as the contract progresses as long as all invoices are paid. 
  
  Thank you 
  Laura

  Customer response

  01/10/2025

  
  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.  I just hope when I end up cancelling my contract that my experience matches the information the business provided here.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  12/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  pitney does not credit my ach payments on a timely basis then they charge late fees. its impossible to speak with any one there. their chat box is useless

  Business response

  01/06/2025

  Hello, 
  
  Thank you for contacting Pitney Bowes. 
  You can pay your Purchase Power line of credit in several ways:
  - Automatic Payments (AutoPay): Set up recurring payments. This would avoid late fees charging.
  - One-Time Online Payments: Make an ACH payment through the online portal.  Payments submitted after 4:30 PM ET are processed the next business day. Processing may take up to 2 business days.
  - Mailing a Check: Mail a check to the designated address. Regular mail allow 10 working days Express mail allow 3 working days.
  
  Please let us know if you need any further help or have a specific payment you would like us to look for.

  Thanks
  Laura

  Customer response

  01/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  YOUR REPLY IS NOT RESPONSIVE TO MY COMPLAINT. I HAVE PAID THE PITNEY INVOICE, OTHER THAN LATE CHARGES.

  MY PAYMENTS ARE MADE DIRECTLY FROM MY BANK. PITNEY HAS THE MONEY. YET THEY TAKE MANY DAYS TO CREDIT MY ACCOUNT.THUS THE LATE CHARGES

  FURTHER THEIR SYSTEM IS IMPOSSIBLE THEY DO NOT ALLOW ACTUAL CONVERSATION WITH A REPRESENTATIVE. THEY INSIST WE GO ONLINE. DOING SO WE FOUND THEIR CHAT BOX WAS TOTALLY UNRESPONSIVE TO MY MESSAGE.

  I CAN'T GET THE MATTER RESOLVED. I NEED TO SPEAK WITH SOMEONE
  
  Sincerely,
  
  ***** ****

  Business response

  01/10/2025

  Hello *****, 
  
  Apologies that you feel you've had a bad experience with Pitney Bowes. 
  When reviewing your previous payments it does appear that payments are being made into a different Pitney Bowes bank account which has meant the team have to process a transfer from one bank account to another which will cause a delay in payments clearing. 
  

  Payment for your purchase power invoices should be into the following: 
  Bank Name ******** ****
  Beneficiary account name The Pitney Bowes Bank Inc. -Purchase Power
  Routing number *********
  Account number **********
  Formatting types **** *** ** ****
  Swift code ********
  ACH originating company ID **********
  Federal ID number ********** *** *****  
  
  We have waived the $50.82 currently outstanding on your account as a gesture of goodwill.
  
  Thank you 
  Laura

• Initial Complaint

  12/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was told by pitney bowes that my old device could not be used anymore and that they would be upgrading my device for free. Instead they locked me into a contract for 5 years. We have no use of the mail machine as most items are online these days. They wont allow me to send back the device or terminate my so called lease without paying a termination fee (ie this is all the remaining months)

  Business response

  12/24/2024

  Hello, 
  
  Your previous meter was an *** meter. The **** has discontinued *** technology.
  As per the new **** guidelines you were upgraded to a meter that was has *** technology to ensure you are compliant with the new **** guidelines.
  
  A contract was signed on the 21st June 2022 to start on 20th September 2022. This contract is for 63 months. The meter has been used and lease payments made since 2022. This contract is non-cancellable. If you wish to terminate your contract early and return you meter, a settlement fee would be charged. 
  

  Kind regards 
  Laura

  Customer response

  12/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  As you can see from the attached email there was no mention of creating a new contract.

  all they said was they're replacing the machine with a new one for free which  i gladly agreed to.

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

  Business response

  12/30/2024

  Hello,

  A full contract was sent and signed with an e-signature via AdobeSign 

  This email is not confirmation of a new contract starting. 
  
  Thank you 
  Laura

  Customer response

  12/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  There was no mention of a contract just a a dubious tactic to slip us into another contract.

  No I did not read all the paperwork that they made me sign.

  Why would I even think of it there was no mention of a contract just that I am agreeing to have them swap out the machine for free.

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

  Business response

  01/06/2025

  Hello Solomon, 
  
  The document that was sent to you to sign is titled as a lease agreement and just above the signature line it does advise the following.
  'By signing below you agree to be bound by all the terms of this agreement including the Pitney Bowes terms and conditions (version 3/22). You acknowledge that you may not cancel the lease for any reason and that all payment obligation are unconditional.'
  
  Kind regards 
  Laura

*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. ↩