ComplaintsforPitney Bowes Inc.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our company is a current Pitney Bowes client, under contract. We receive regular calls from Pitney Bowes' supply sales reps asking us to place an order. I have explained that we are a small company and will order supplies independently. I have also specifically asked for the calls to stop, which each rep assured me would happen. However, the calls continue. On 8/7/24 I received another call from a representative named Celia. When expressed frustration with the unwanted call, she laughed out loud at me. I told her I wanted to speak with her supervisor. After a long hold, she returned to the call saying her supervisor would have to call me back. I find this type of customer service grossly inappropriate and no longer wish to use Pitney Bowes as a vendor.

  

  Business response

  08/14/2024

  We apologize for the experience you had and appreciate you bringing this to our attention. We have removed your account from any outbound phone calls offering supplies, so this will not happen again. Your Lease ********** is valid until September 29, 2026, and cannot be cancelled. 

  - Meghan 

  Customer response

  08/14/2024

  
  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

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had Pitney Bowes as our postage meter for several years. We successfully upgraded our machine last year and had zero issues until early this year. In March I started reaching out via service requests online because my shipping portion of the machine stopped working. My machine is still not working 4 months later and every time I submit a service request it gets closed without even contacting me most of the time. I've also reached out for help through our sales rep and his manager, but nobody is fixing the issue. I believe (and have told them so) that it has to do with subscriptions/contracts on their end, due to some of the conversations Pitney Bowes employees did have with me. When I do get in touch with someone they just transfer me to another department saying it's their problem. They promise calls back but never do call.

  

  Business response

  08/05/2024

  We have looked into your account and can the subscription for the username ********************* is cancelled, however the subscription for the username i************************ is active.  Please confirm that you are using ************************* to sign in to send shipping labels.  We do not see that any funds have been added to the shipping account at this time, and this will need to be done before a shipping label can be created.  

  Customer response

  08/05/2024

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

  Someone needs to fix the subscription issues on Pitney Bowe's end. I need to have a subscription in order to add funds. Until they fix the subscription issues (that's what I've been asking for since day one) I cannot load funds into a shipping account that does not exist. I cannot fix the subscription, this has to be done by Pitney Bowes. Have someone who can do this contact me and I will gladly give them any information they need. 
  
  Sincerely,
  
  ****** *******

  Customer response

  08/05/2024

  I did nothing new and went to check the machine right after I replied. Pitney Bowes finally fixed it on their back end. Now that it is fixed on THEIR END I am able to use my machine. It must be magic, I spent 4 months trying to get help and then suddenly it "fixes itself" after I got fed up and filed a complaint with BBB. Terrible Terrible Terrible customer service. 

  

  Business response

  08/07/2024

  We are glad that your are now able to use your machine and want to let you know that we are working on improving our services and client experience and thank you for your feedback.

  Laura

  
  

  Customer response

  08/07/2024

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  07/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have requested to terminate my contract multiple times with Pitney Bowes and have not received a response back. They will not send me a shipping label and box to send back my equipment that is leased. They also keep charging me every month even though I requested the termination months ago. I have contacted and called multiple times. I want termination immediately and a return label and box to be shipped to me.

  

  Business response

  08/02/2024

  Apologies for your experience.  Lease ********** has been terminated.  A return box was issued including the tracking number through Case ******** on July 31, 2024.  

  - Meghan 

  Customer response

  08/05/2024

  
  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

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has ZERO customer service. I cannot talk to anyone about my account. I have been trying to reach a live agent on their website now for 50 minutes. I had a live agent after 31 mins of waiting, who right away typed that I need to chat with a specialist and said I was 1st in queue. It's been 24 minutes and now I was kicked back to a bot to try to connect me to a regular agent again. When you call the number listed (only on BBB website) that is listed nowhere on their website it is just an automated call referring you back to the website. You cannot talk to anyone. I received a notice that the meter they had us lease is outdated and would need to be updated. They sent a new meter, and this locked me into a 3-year agreement. We no longer need the meter as we closed the business, but I cannot speak with anyone to cancel the contract. I have gone on their website, but the button to terminate it is faded out and not an option to click on. It says to provide required information above, but it is all completely filled out. HELP!!! I need to speak or type with an actual person. This is ridiculous! I just want this cancelled, but it's impossible when you can only get a BOT that just keeps redirecting you to check on the unhelpful links on their website. I have included screenshots of my time starting the chat and the time showing I am still waiting and no resolution. It's been over an hour. I've also included a screen shot of the website, showing I cannot click to terminate the contract. Please help me.

  

  Business response

  08/02/2024

  Apologies for your experience.  There was a technical issue preventing the cancellation request on our website which has now been resolved.  Thank you for bringing this to our attention.  Although the lease ********** is not able to be cancelled, we have sent an offer to settle the contract via Case ******** on July 24, 2024.  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm contacting the BBB regarding failed attempts to close my Home Office Solution account with Pitney Bowes. The account has been inactive for over two years. I have been trying to close the account only to be ignored by Pitney Bowes. Their website falsely claims that you can submit an online support ticket for a cancellation request. However, that is not true. They hide behind AI chat bots that send you discounted links of their products to try to persuade you to stay with Pitney Bowes. It is impossible to get a live person on the phone to resolve your issue. The last time the account was used was on 4/3/2022. Since then I have paid $149.76 for an account that I don't use. They can not force me against my will to keep an account that I do not use and no longer need. They refuse to honor my simple request to close my account. Can you please assist me in closing this dormant account. There is no contract. I also have a meter postage balance of $2.32 that needs to be refunded. Pitney Bowes is only available when you are a new customer opening up an account. But if you decide to close your account they give you the run around and deliberately ignore you and continue to bill you. This is fraudulent.

  

  Business response

  08/02/2024

  Contract ********** was terminated on July 29, 2024, through case ********. $2.32 postage balance has been refunded back to payment method on file.

  -Meghan

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Pitney Bowes corporation does not allow for live person interaction for problems or concerns. I have filed a request for resolution on their website but the response did not allow for further correspondence for dispute resolution. I find it very poor business practice to not allow for personal live dispute resolution. I am requesting a way to contact this company to speak to a live individual.

  

  Business response

  07/23/2024

  Hello, Case ******** was opened and closed as resolved as of 7/23/2024.  If you still have issues, please let us know and we be more than happy to assist you

  Customer response

  07/23/2024

  Pitney Bowes called me this morning and satisfied my complaint with multiple apologies.  The gentleman stated that the company was looking into their lack of live agents for customer service and stated that they had received a vast number of complaints regarding this issue.  At this time I do not wish to pursue this complaint further.  I appreciate your prompt attention in this matter.  Thank you.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My package arrived to this warehouse on July/9/2024 it states it left this warehouse on July/9/2024 to a **** facility it never arrived and I have received no other updates in regards to my package

  

  Business response

  07/19/2024

  Hello, I do apologize for the inconvenience. To look into this further, could we please get the Tracking number of the item?

  Customer response

  07/19/2024

  
  Complaint: ********
  
  Tracking number is **********************
  
  Sincerely,
  
  ******* *******

  

  Business response

  07/23/2024

  
  Thank you for contacting Pitney Bowes regarding parcel ID ******************************, shipped from client Victoria's Secret. Our internal teams have been in contact with **** regarding this parcel. They have informed us that the parcel was found at the **** processing center and has been forwarded to the customer.
  
  The parcel was delivered on Saturday, 20 July. Should the customer need further assistance, please have them contact their merchant directly so they can properly assist. 

  Customer response

  07/23/2024

  
  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

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We fulfilled our contract obligation with Pitney Bowes back in April. Up to that point, we had multiple sales representatives reach out stating we cannot continue month-to-month soon and we'll need to renew our multi-year contract. When our contract was satisfied, we notified Pitney Bowes that we would not be continuing service. Since then, they have continued to bill us through June. We have opened multiple "Support Cases" only to have Pitney Bowes close them without resolution or simply not respond. We called all available phone numbers for Pitney Bowes and there is not a way to speak with a representative. Additionally, we utilized their online chat options and email, but the bottom line is they only want to talk to you if it's regarding renewals or new business. Do yourself a favor and do not work with a company who conducts business in this way. Up to this point, we have been a faithful customer for 13 years and should receive better customer service. As a sample of this poor customer service, please review the attached files demonstrating their unwillingness to respond. Try to imagine escaping a contract as a new customer if you have no way to initiate successful communication!

  Customer response

  07/23/2024

  I reached out to Pitney Bowes yesterday and I was successful in getting a final invoice for the account.  Hopefully, when we pay the provided amount this will complete our agreement.  I'll keep you informed if things change or new issues come up.

  Thank you, ***** ******

  

  Business response

  08/02/2024

  Apologies for the experience you have had.  I can see Lease ********** was terminated on June 11, 2024, through Case ********.  Furthermore, I can see in Case ******** we have waived $41 for Purchase Power **************** on July 22, 2024.  

  -Meghan 

  Customer response

  08/05/2024

  
  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

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have used Pitney Bowes for 5+ years for our postage meter. June of 2023 we were told that the meter was out of date and could no longer update. We talked on the phone with our rep and our usages and new rates. We came to the conclusion it didn't make sense to upgrade our equipment. Fast forward to July 2024 we are still being charged $88 every quarter for the equipment rental. I have spent HOURS calling ###-###-####, going through every option... ultimately it tells you to head to their website and use their chat feature and it hangs up on you. When you go to their website and click on their chat feature nothing loads or populates. I have opened up a claim and nothing. I can't remove my credit card from auto pay. I'm at a loss of what to do. It has been a year! I need help.

  

  Business response

  07/31/2024

  Lease ******** was terminated on July 25. 2024 via Case ********, and a confirmation was sent that day including directions on how to return the meter.  We do not have any record of any cases requesting to cancel the account in 2023.  If there is an email trail or anything that would document an attempt to cancel? 

  *******

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pitney Bowes came in to start a new contract with us and offered a new machine. That same machine breaks down each time. They said it was our fault for not using their ink. So, we bought their ink and the machine still doesn't work. We changed this machine about 5 times in less than 2 years and now the company after we got the proper ink insists that we have a contract for this machine which sounds very shady at this point. We didn't say we want to break the contract we just want a different model of machine since this one has not worked for us since the start. We had other Pitney Bowes machines in the past but this one is clearly not one that works.

  

  Business response

  07/17/2024

  Hello,  Our records indicate a free replacement meter has been ordered on case ******** from 7/17/2024. The meter should arrive in 3-5 business days.

*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. ↩