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Initial Complaint
12/19/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi there, I ordered an irreplaceable item from a ** merchant on **** on Dec. 4, who mailed it through **** global shipping program via Pitney Bowes. I haven't received any tracking updates for a week since it arrived in the United States. The last update shows "Customs Cleared/Cleared at import gateway" on Dec. 11, with no location of the item shown. I'm worried that my package might be lost, since **** shows the estimated delivery date is today. Pitney Bowes suggested me to contact the **** seller for shipping questions who only has the same tracking information as myself. The tracking number of the package is ********************. Thank you for your help!
Business response
12/26/2024
Hello. We apologize for the delay in response, this Inquiry is under investigation with our Carrier care team. We are awaiting further information to provide the consumer on the status of it. In the meantime, it advised to work with **** support regarding any status updates of the item and if any lost items claim need to be filed with the seller.

Pitney Bowes Support
Customer response
12/26/2024

Complaint: ********

I am rejecting this response because: the carrier care team from Pitney Bowes needs to do their investigation and get back to me about the status of my package which they haven’t done yet.

Sincerely,

** ***
Business response
01/02/2025
Hello,
We are pleased to inform you that this parcel has been delivered by the **** on December 23
More information is available on carrier website :
****************************************************************************************************************************
Regards, PB Client Support
Customer response
01/02/2025

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
12/19/2024
Complaint Type:
Order Issues
Status:
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.
This company is basically a scam. They lock you in with never ending automatically renewing agreement that you allegedly have the ability terminate but the termination requires that you pay off PB with an extortion fee on top of all the fees that you would owe over the remainder of the lease. So not really any ability to cancel just an ability to prepay for services you won't utilize. Multiple times I had reps from PB tell me that termination was possible and would be initiated upon bringing my account up to date on payment. Each time no termination was initiated by PB.
Business response
01/02/2025
Lease ********** is active until July 29, 2028. We did send a settlement offer (Quote *******) in December which would terminate the lease early once paid.
Initial Complaint
12/19/2024
Complaint Type:
Order Issues
Status:
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.
Pitney Bowes has unacceptable customer service practices and a lack of support for loyal clients. As a long-time user of their services for the past 15 years, I have maintained three accounts with the company. While two of these accounts are functioning without issue, one account has been plagued by unresolved problems and an astonishing lack of support. The problematic account is tied to a previous address that we vacated years ago, yet the billing and correspondence remain associated with that outdated information. Despite numerous attempts to resolve this issue, I have been met with inexplicable charges that make zero sense, and worse, I have no means to directly address these concerns with a customer service representative. Pitney Bowes has no phone number to allow customers to speak with a human being. Instead, all attempts to reach support funnel into the same unhelpful automated system that offers generic responses and no viable solutions. This lack of access to real customer service is deeply frustrating and demonstrates a blatant disregard for the needs of your customers. My attempts to update the billing address have been entirely futile, leaving me in an untenable position. As a business that relies heavily on Pitney Bowes services, I am appalled by the disregard shown to loyal, long-term clients. Pitney Bowes’ unwillingness to provide direct, human assistance reflects poorly on their commitment to customer satisfaction. I am now contemplating canceling all services for my offices as a result of this ongoing frustration. For a company of this size and stature, such neglect of basic customer service is unacceptable. I urge the Better Business Bureau to investigate this matter and hold Pitney Bowes accountable for their abysmal customer service policies. Customers should not be left without recourse or assistance when legitimate issues arise. The lack of transparency and support is damaging and erodes trust in the brand.
Business response
12/23/2024
Hello *******,

We have reached out to you via case reference ******** to resolve your issue.

Thank you
Laura
Initial Complaint
12/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled our lease on July 2, 2024 and removed the postage on July 16, 2024 before shipping the meter back to PB. They credited our PP account for the removed postage in the amount of $243.28. I have requested a refund of the funds on their website 8/21, 9/19, 10/29, 11/19, 12/9, and 12/18 to no avail, I simply receive another statement showing the credit. I've called countless times, which is a waste of time as they don't actually want to hear from their customers - the automated service tells you to go to the website and then disconnects. Without other options, I attempted a chat with their bot on 11/19 - the bot told me the problem was I hadn't signed the request. I certainly signed it - multiple times - but fine, I went and did it once again (and twice more since then). Each time I've done this, as soon as I sign and click 'continue' it immediately takes me back to the screen showing the credit - no confirmation or acknowledgement of submission of the request. After years of dealing with this dishonest company I firmly believe this is by design. And of course, yesterday I received another statement listing the credit. I want a refund of the postage we paid for and removed from the meter before returning it.
Business response
12/18/2024
We have opened Case ******** to ensure that you do receive your refund. We can see the request for a refund of $243.28 and this request is being processed at this time.
Customer response
12/18/2024

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.

Sincerely,

***** ******
Initial Complaint
12/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We lease their postage meter and have for years. Payment is made monthly for the lease and to have postage printed. We have not been able to download postage for some reason. I have attempted to have them call for weeks. They will not contact with anyone to fix this issue. I am paying for a meter that is useless.
Business response
12/17/2024
$200 was added to the meter on 12/27/2024. Please let us know if there are any other concerns.
Customer response
12/17/2024

Complaint: ********

I am rejecting this response because: The only reason this was corrected was because, after 2 weeks of trying to speak with someone, I submitted approximately 10-20 requests back to back to have a person call. I submitted approximately 10 requests prior to this. Your customer service is horrendous.

Sincerely,

**** ******
Business response
12/17/2024
We apologize for any inconvenience. As the meter appears to be working at this time please let us know if we can assist you with your account or meter.
Initial Complaint
12/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Out of the blue, our shipping meter stopped responding. I followed troubleshooting steps on Pitney Bowes website, then opened a case after nothing resolved the issue. We just purchased the current machine 7/24/2023, and their only suggestion is to charge us $619.00 and send us a new one. I don't feel like we should be responsible for that large of an amount since we spent $4,009.72 for the entire shipping and postage set up on 7/24/23, and we have BARELY used this one, mostly due to a Pitney Bowes error that required BBB resolution to get the shipping portion working again. I don't think we've even used it a dozen times. I am fed up regarding dependability of their customer service and products.
Business response
12/16/2024
Hello. After reviewing your account, it was determined that due to the contract on the equipment being bought outright, it has removed the service level agreement for the equipment that covers any replacements on the machine itself or the peripherals. If you'd like we can have our Service admin team reach out to you and provide quotes for reinstating the SLA for the equipment.
Kind regards.
Pitney Bowes
Customer response
12/17/2024

Complaint: 22679154

I am rejecting this response because:
If we own the meter why am I being charged meter rental? If you need an invoice to reference, just look at page 2 on the statement dated 8/25/2024.

Sincerely,

****** *******
Business response
12/17/2024
As of July 2023, Purchase Power shows Equipment Purchase. Attached is the invoice showing that purchase. The current rental is for the Postal Security device within the meter. This is a chip that houses the vault that hold the funds for the **** and cannot be purchased. Any coverage would be for damage or issues with the Postal Security Device itself. To reinstate the Service level agreement for the rest of the machine and any peripherals, we can have the Service admin team reach out to provide a quote. Once reinstated, we would be able to replace the label printer.

Kind regards, Pitney Bowes support
Initial Complaint
12/05/2024
Complaint Type:
Billing Issues
Status:
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.
I used Pitney bowes many years ago for my postage needs for business. I eventually cancelled the service and returned all the equipment. I had a balance due and was making payments. Over the years as I have made payments, I noticed that my balance never went down. I have a credit line of $1000 even thought I cancelled service. Every month I am being charged a $39.00 over limit fee and finance charges over $100 which consist of 22.75%apr and 0.062% daily periodic rate. This is worse than a credit card! Not sure what the laws are but feel the charges are too much. Would like to settle.
Business response
12/09/2024
Hello *********,
Thank you for contacting Pitney Bowes, I have arranged for a member of our team to reach out to you discuss and make a plan to settle.
Initial Complaint
12/03/2024
Complaint Type:
Order Issues
Status:
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.
Our postage meter suddenly stopped working about a month ago, and after many, many attempts at contacting Pitney Bowes, they finally sent us a refurbished meter that also DOES NOT WORK! Two support cases and many labor hours later, the issue is still not resolved. If, on the occasion, we are fortunate enough to actually talk to a live person at Pitney Bowes, they are full of empty promises, with absolutely no follow through. They won't respond to the case thread online, or return the calls after promising numerous times that they will call back in 1 to 3 hours. Moreover, they required us to spend $122 on a printing cartridge, only to find out that it doesn't work either! Then they tried to make us spend even more on a cleaning kit to clean the refurbished unit that THEY just shipped us. Today, I spent a ridiculous amount of time waiting for a "supervisor" to take my call, and then he hung up on me. Case numbers are ******** and ********. The only remedy I am seeking is to be released from the lease without cost to our nonprofit organization. I would rather buy stamps at the post office and stick them on all our outgoing mail than deal with the disastrous customer service at Pitney Bowes.
Business response
12/03/2024
Lease ******** is due to end on March 29, 2027. We have Case ******** open for a technician to come onsite and repair the meter. There is a recent order for Pitney Bowes ink, but please note that we cannot guarantee any ink from another company will work in the meter.
Initial Complaint
11/19/2024
Complaint Type:
Product Issues
Status:
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.
BUSINESS IS NOT SENDING RETURN LABEL AND BOX SO OUR OBSOLETE MAIL MACHINE CAN BE RETURNED. PITNEY BOWES IS HOLDING $693.47 THAT IS IN THIS MACHINE. THE MACHINE MUST BE RETURNED IN THEIR BOX WITH THEIR LABLE SO WE CAN GET OUR REFUND OF $693.47 THAT IS IN THIS MACHINE. WE HAVE TRIED FOR OVER A MONTH TO GET SOMEONE TO RESOLVE THIS ISSUE. THE POST OFFICE DEEMED THIS MACHINE AS OBSOLETE AS OF JUNE 30, 2024. THE MACHINE WILL NO LONGER WORK AND OUR FUNDS ARE HELD BY PITNEY BOWES IN THIS MACHINE. WE NEED THE RETURN LABEL AND BOX TO RETURN THIS OBSOLETE MACHINE. WHEN THE MACHINE IS RETURNED THE DOCK WILL SEND IT TO THE WAREHOUSE AND SOMEONE FROM PITNEY BOWES WILL NEED TO RETRIEVE THE FUNDS. PITNEY BOWES WILL THEN TRANSFER THE FUNDS FROM THE MACHINE TO OUR ACCOUNT AND THEN THEY WILL CUT US A CHECK IN THE AMOUNT OF $693.47. I BELIEVE YOU MUST RETURN THE MACHINE BY THE END OF DECEMBER. I HAVE NO CLUE. I DO KNOW I NEED THEIR LABEL AND BOX TO RETURN.
Business response
11/19/2024
We have opened Case ******** to request return materials to be sent so the meter can be returned. Once the meter is returned Pitney Bowes will remove the funds from the meter and a refund request can be completed.
Customer response
11/19/2024
Attached is all correspondence that has been sent to Pitney Bowes.
Customer response
11/19/2024
I don't know how to add additional information so I will type it out. First call was made on October 10, 2024 - ***** ** Customer Service - she stated that she needed to transfer me to someone else as the account would need to be cancelled and she could not handle that. I was transferred to the Tech department. Giselle from the Tech Department wanted me to disconnect the machine and then rehook it up. Explained that was all tried already. The machine will not do anything, it obsolete it will not download anything. Transferred to RoseAnn in Billing Department. She stated that I would need to return the machine. Pitney Bowes would send me a label and box to return the machine. When the machine was received on the dock it would then be given to the warehouse and someone would retrieve the funds from the machine and put them into our account. We would then receive our refund of $693.47. I then contacted Pitney Bowes on October 21, 2024 and stated once again the issue and that I needed the label and box to return this machine. October 22, 2024 I contacted Pitney Bowes once again and stated this is now the 4th time I am requesting a label and box to return this machine and get my funds of $693.47 returned to us. Mani responded that he needed more information. I once again provided the account number and serial number of the machine. Since I received no response from anyone at Pitney Bowes after that, I sent a letter dated October 28, 2024 to *** **** ********** supposedly head of Pitney Bowes. No response from him. November 5, 2024 I sent another request to Pitney Bowes support once again stating the issue and requesting a label and box to return this machine so we can get our funds returned. November 18, 2024 - sent another request for label and box. I then filed a complaint with The Federal Complaint Department and a compliant with Better Business Bureau as you were listed on the ********** website. There is no way to speak with a live person. Everything is via internet.

Business response
11/21/2024
We are working on Case ******** to request return materials to be sent so the meter can be returned. Then the funds will be removed from the meter and a refund request can be completed.
Initial Complaint
11/19/2024
Complaint Type:
Order Issues
Status:
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.
We canceled our contract having paid all invoices. Pitney Bowes then tried to invoice us AGAIN. They sent us a new meter we did not request. We removed postage from the machine we sent back and now they will not send a refund that we have requested many many times. You can never reach a live person & if you do by chance get a live person after several attempts & after calling several numbers they can't speak English. Worst customer service EVER. I'm pretty sure this is a scam business.
Business response
11/19/2024
Refund request has been submitted and is being processed. Case ******** is open to ensure the refund is approved and sent out.

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