ComplaintsforQuadient, Inc.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company claims outstanding invoices that I have no idea about. I call back the phone number left on the voicemail to be told to press one, and someone will call you back today. I have called 10 times at different times of the day to get the same result. I have never dealt with this company. You need to stop creating fake invoices so you can harass people.

  

  Business response

  01/29/2024

  Hello *********,
  
  I apologize for your experience, and I would like to help. Are you able to provide me a copy of the invoice you received that you believe to be false?
  
  Your Quadient Leasing account was 66 days past due. You had three past due invoices totaling $5,763.09. A payment was received for the past due invoices on January 19, 2024.
  
  Past Due Invoices Lease *********
  Invoice ******** $333.76 [Due Date: 14-Nov-2023]
  Invoice ******** $3,567.39 [Due Date: 30-Nov-2023]
  
  Past Due Invoices Lease *********
  Invoice ******** $1,861.94 [Due Date: 21-Nov-2023]
  
  Your Quadient Finance account was also 96 days past due.
  
  September Statement:  $1,344.88 [Due Date: 10/02/2023] – No Payment Received
  October Statement: $5,876.74 [Due Date: 10/31/2023] – Partial Payment Received in the amount of $3,200.00
  November Statement: $4,330.58 [Due Date: 12/01/2023] – No Payment Received
  December Statement: $6,047.91 [Due Date: 01/03/2024] – No Payment Received
  January Statement: $8,197.61 [Due Date: 01/31/2024] – Full Payment Received on January 6, 2024
  
  If you have any questions, please feel free to contact me directly at ******************.
  

  
  Sincerely,

  
  Kimberly A**

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 1/11/24 **** ***** called me stating I was late in payment. I told her I never received the invoices via email. She told me I had to contact my IT Dept. In the meantime, she emailed me the invoices. I had my IT Dept check all of my emails including spam and junk searching the email address she said sent the email to me. IT Dept didn't find anything by that email address. I tried calling their customer service number and either got the runaround or on hold for over 30 minutes. When I did receive a person, they would transfer to another dept and again kept on hold for over 30 minutes. I requested from Lisa copies of the emails sent to me to prove these were sent and I haven't received them. I am being charged late fees and finance fees on the invoices. I have called several times on 1/11/24 and 1/19/24 and have not received a call back or spoken to a person. I am currently, paying the invoice Lisa emailed me totaling $8,157.67 which included the finance charges. I just want this resolved before the next invoice comes out so I can pay it on time.

  

  Business response

  01/29/2024

  Hello ****,
  
  I am sorry to hear of your recent experience. We value your business and want to ensure all interactions with our Customer Service team resolve your concerns and meet or exceed your expectations.
  
  I have reviewed your account and the details of your complaint.
  
  Your invoices/statements are mailed to you at the billing address we have on file for your account at ** *** **** ****** ****** ** *****. Your account does show you were recently setup for statement alerts to let you know when a new invoice is ready to view with a link to login to your Myquadient account so you can view the new invoice. The statement alerts are sent from ******************************. We show a new statement alert was emailed to ***************************** on December 19, 2023 and January 22, 2024. You should also have received these invoices via mail at your ** *** ** ****** ****** ***
  
  I credited the late fee and finance charge on the January statement. Your postage finance line of credit now reflects a $0.00 balance.
  
  If you have any questions, please feel free to contact me directly at ******************.
  

  
  Sincerely,

  
  Kimberly A**

  Customer response

  01/30/2024

  
  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

  01/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been paying $8100 to rent a quadient mailing system, per year, and when looking at these costs we have deemed these costs unaffordable for our small business. Business has gotten less and less and we need to cut down costs. I let Quadient know we know longer wanted to rent the machines and they needed to come get them, or send labels for me to return them, and we needed to discontinue the lease. Now they want to charge me $31,660.96 to discontinue working with them! If I could afford the $8100 / year to work with Quadient I would keep using their machines, though the output is slow and the replacement ink and rolls of labels are more expensive than I can pay for other supplies too!

  

  Business response

  01/29/2024

  Hello *****,
  
  I am sorry to hear of your experience during the cancellation process. I reviewed your account and the details of your complaint.
  
  A new 63 month lease contract for ***** ******** was signed in October 2022 under the "Why Wait Program." The "Why Wait Program" entitled ***** ******** to upgrade equipment prior to the end of the term of the then current lease ********* and begin using the upgraded equipment early on lease ********* prior to the commencement date.
  
  Your former lease ********* was in place from February 1, 2018 – April 30, 2023. Your new lease ********* then commenced and began billing on May 1, 2023. The 63 month term on your new lease ********* is through July 31, 2028.
  
  The terms and conditions of the lease contract agreement include a promise to pay through the lease end date and outline the lease agreement signed by ***** ******** is non-cancelable during the term agreed upon.
  
  If you have any questions, please feel free to contact me directly at ******************.

  
  Sincerely,

  
  Kimberly A**

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company continues to send me invoices for charges I have already paid and/or should never have occurred in the first place. I previously rented a postage machine from them, and on multiple occassions they held a check I sent in for payment for several days, then cashed it a day or two after the due date, and then tried to charge me a $39 late fee. On other occassions I tried to pay online and it said no balance due, and then again they charged me late fees of $39. I have contacted them multiple times to resolve the issue, and on some occassions they would waive late fees but others they said they would but didn't. I finally cancelled my services and was sent the attached letter stating I only owed $58.74 which I promptly paid. But they continue to send me bills, now saying I owe $236.80 for various items they have fabricated. I sent them a detailed email summary calculated that since the beginning of 2022 showing that without all their false late fees, I should have owed a total of $672 for rental fees and postage, but had paid a total of $785.50. I simply want them to zero out my account and stop sending me invoices for fake late fees and other charges I don't owe.

  

  Business response

  01/18/2024

  Hello ****,
  
  The invoices you are receiving are due to an unpaid balance on your Quadient Postage Funding line of credit. The cancellation quote you attached specifies the amount provided does not include any balances associated with your Quadient Postage Funding accounts.
  
  We process payments as they are received. Unfortunately, your account incurred late fees because your payments were received late. The unpaid balance on your Quadient Postage Funding line of credit was for the coverage period prior to your cancellation. I have credited the remaining balance on your Quadient Postage Funding line of credit as a courtesy. Your account balance now reflects $0.00.
  
  If you have any questions, please feel free to contact me directly at *******************
  

  
  Sincerely,

  
  Kimberly A**

• Initial Complaint

  01/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My predecessor, **** ******* communicated initially in writing on 12/9/2022 to Arnold B*** (******** and Ivette L*** (Quadient) that ********* ****** ** *** did not intend to renew the upcoming lease agreement for the mail machine. There was some dispute prior regarding the term of the lease which appears to be initialed by Paul N***** in the later version, but that is not how Paul signed things and he disputes signing the document altogether. Over the last 6 months, I have made a concerted effort to resolve this matter as the new CFO for ********* and Quadient has purposely been evasive and non-responsive to both my attempts to resolve this matter and those of our initial sales representative with OME. Quadient issued a ~$13k settlement statement without further explanation of the charges, and when I called their customer support for answers, I was told that a supervisor would be in touch with me, and I only received a don-not-reply email with no additional information, nor anyone to contact. On top of all of this, Quadient decided to renew *********** lease agreement and has been invoicing each month even though that lease was clearly terminated. Quadient's equipment has been disconnected and sitting in the corner of our mailroom since April 2023. I will pay an appropriate settlement of the initial lease, which is equal to $1,158.05, but will not agree to pay anything additional. We have the commmunication documentation that shows all efforts in attempting to resolve this matter on *********** behalf.

  

  Business response

  01/11/2024

  Hello ******,
  
  I am sorry to hear of your experience, and I apologize for any confusion that may have occurred. A 63 month lease term was not accepted. At the time your current contract was signed in September 2017, you were still under contract for your former lease ********* that was in place through July 1, 2018.
  
  Due to this, ********* ****** ** *** was offered a "Fast Forward Trade-up" program that allowed you to upgrade your equipment 6 months early and add the remaining 6 months to your new contract. The 69 month lease term was accepted and countersigned. The billing for your current lease ********* commenced in January 2018 for 69 months, through October 1, 2023.
  
  The last payment received on your lease was on January 23, 2023. The cancellation was not processed because the terms of the lease were not met. I have requested an updated termination quote with the past due balance on your lease. The quote will be emailed to you at [email protected]. Once the debt is settled, we can close out your account and provide return instructions.
  
  If you have any questions, please feel free to contact me directly at *******************
  

  
  Sincerely,

  
  Kimberly A**

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed up to rent one of their postage meters. The account rep Ricci F**** talked me through it all. I was told I’d have my postage meter in 10 business days. I have tried to email him several times to get an ETA as it’s been over 10 business days and I e gotten no response. Call customer service to get some info and was told my 2 different people they can’t find anything on my meter even being shipped yet. Was told they’d email me back but still have not heard anything.

  

  Business response

  01/03/2024

  Hello ******,
  
  I apologize for any inconvenience you may have experienced. Your equipment has shipped with ***** tracking number ************ and ************. ***** is currently showing an estimated delivery date of 1/5/24.
  
  If you have any questions, please feel free to contact me directly at *******************
  

  
  Sincerely,

  
  Kimberly A**

• Initial Complaint

  12/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our contract is up December 2023. We are a small private high school. We do not mail enough items to need a postage meter. I contacted our rep in November about canceling. I have contacted Quadient by phone once waiting for an hour before I completed the information for a call back. I have submitted two online requests and over a month have not received any information about the cancellation process or instructions for returning the equipment. I would like assistance completing this cancellation request.

  

  Business response

  12/22/2023

  Hello *****,
  
  I am sorry to hear of your experiencing while trying to initiate a cancellation.  I have reviewed your account and confirmed a case was opened to process your cancellation. (Case Reference # ********)
  
  I have submitted a request to our Asset Management team to expedite your return instructions.
  
  Once you receive the email with return instructions, please access the return label link using the ****** or ******* browser. Internet Explorer is not supported and may prevent the return label from generating. The return label will “pop-up” as a separate PDF. It’s important to ensure your pop-up blocker is turned off prior to creating the return label.
  
  If you would prefer, I would be happy to generate the return label for you once the email goes out. Just let me know if you would like me to help with this.
  
  If you have any questions, please feel free to contact me directly at ******************
  

  
  Sincerely,

  
  Kimberly A**

  Customer response

  12/22/2023

  Thank you for your assistance in moving the cancellation process along. I am appreciative of your organization for your service to the community at large. Happy Holidays. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have been paying for equipment for the pass 3 or 4 years that we do not use. They keep billing and I keep trying to cancel. I am have been told various things; I need to request a form and send in in writing (there is no such form), I am told the cancelation review takes up to 6 weeks to process (mean while I am still getting billed and the people on the phone bank will not connect you to any person in management. When asked for an explanation I get responses like - that's procedure, I can't see your case, etc. Always push back. Never offering a resolve. I have encountered a company that makes you wait 6 weeks to review a cancelation. I see many other complaints on her about this company. I am writing on behalf of ******** ******* *** * ***** **, ********* ** *****.

  

  Business response

  12/02/2023

  Hello *****,
  
  I am sorry to hear of your experience while trying to cancel your contract with us. An email with return instructions and a link to create a return label were emailed to ************************** on November 21, 2023.We received your return on November 29, 2023.
  
  Please feel free to contact me directly at ****************** if you have any questions or if you need further assistance.
  

  
  Sincerely,

  
  Kimberly A**

  Customer response

  12/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Quadient requested to exchange the machine in March 2023. I had a lot of issues with the new machine and it stopped working a couple months later, therefore I used it only few times. When I called they told me the machine was disabled due to 3 outstanding invoices. I never received the invoices and found that they changed my address. A couple of cases were created to address these issues. After so many unresolved issues, calls, unanswered emails I decided it was not worth it. Then they told me I had signed a new contract in March when they changed the machine and the contract was through 2025. Subsequently, I had to pay "early cancellation" plus "postage" that I never used. Total of $830.4. I sent complaints to the company and also requested adjustment of the final bill but they declined it. At one point they even threatened to send to collection even though all the errors were on their side and never received any of the 3 invoices they said I did not pay.

  

  Business response

  11/03/2023

  Hello *********,
  
  I am sorry to hear of your experience with the new equipment.
  
  I reviewed your account and noticed the meter was disabled due to non-payment. This is the reason it stopped working. The account began incurring a balance in March 2023. A payment was not received until October 2023. We received your address change notification on September 1, 2023.
  
  I attached meter withdrawal instructions to remove any funds remaining on the meter. This will put the funds back on your postage account so a refund can be requested. Once you complete the meter withdrawal, you will no longer be able to use the meter. If you decide not to perform the meter withdrawal, the meter will still be audited once it has been returned and the funds can be removed at that time. 
  
  Since your contract is paid through the end of your contract term, the return labels are scheduled to be sent at that time. If you would prefer to have the return labels sent to you now, please let me know so I can help. Please note, if return labels are requested early, you will not be entitled to a prorated refund.
  
  Please feel free to contact me directly at [email protected] if you have any questions or if you need further assistance.
  

  
  Sincerely,
  

  
  Kimberly A**

  Customer response

  11/07/2023

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

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had to called several times now to get an issue resolved when I canceled my subscription. I first initiated my cancellation on 6/23/23. I was sent an email and a total termination amount due which I immediately paid. The check was cashed on 7/6/23. I continued to receive a bill. Upon calling again on 8/30/23, I was told that the bill was for postage we had used but also had the termination/subscription amount of the contract I had already paid on the bill and they would take that off. I paid the difference and a late fee of $39 they tacked on ( which I do not think I should have been charged in the first place due to the miscommunication about the final amount I owed). Again, I received yet another bill, this time with the amount I recently paid but still showing the subscription fee they had already received paid back in July. I called again on 9/27/23, the person saw the notes and didn't know why it was not taken care of. They put me on hold for over 10 min trying to get in contact with the person who made the notes. They said they would call me back once they talked to them and never did. Now I received another bill with same amount and finance charges 10/23/23. I am very frustrated and upset that I have to waste so much time on this and am getting the run around. On top of it, the person who signed the contract with Quadient on our behalf in the first place was not authorized to do so in the first place and no longer works at our company. Account ending ****

  

  Business response

  11/03/2023

  Hello ******,
  
  Please accept my apology for your experience.
  
  The equipment rental invoice that billed to your postage funding line of credit in July was credited in full in the amount of $142.83. The credit will be transferred to cover the balance on this account. Please allow 3 - 5 business days for the credit to post to the account.
  
  The fees on your postage funding line of credit on the August, September, and October statements have been credited.
  
  Once the credits post, your account will reflect a $0.00 balance.
  
  Please feel free to contact me directly at [email protected] if you have any questions or if you need further assistance.
  

  
  Sincerely,
  

  
  Kimberly A**

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