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:02/20/2025

  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.

  Regarding inmate number ****** ******** ****, ******* USA I am seriously disgusted with this company. They assist inmates in finding victims to defraud money out of, yes, of course its part of your terms and conditions not to give money to an inmate. However, this platform is predominantly used for that purpose only, Understanding that there is a few exceptions from people, but inmates should not be able to pray on the public and this website allows them to do ***** husband, who is married and is in for fraudulent schemes, has decided to post his own profile on your website I had immediately notified your website. Writea ************, But my personal letter to him got rejected, reminding him that he has a wife and child?Funny how complete strangers can reach out to my husband, but God forbid his wife does through your platform.I am ready to put a stop to this privilege that is given to inmates across the ************************, and will use social media, and all other means to ensure that no other person has to go through what I have gone through.

  

  Business Response

  Date: 02/21/2025

  2/23/25

  ***** ****
  *******
  
  COMPLAINT NUMBER: 22969120
  
  To Whom It May Concern,
  
  Thank you for the inquiry from ***** ****. As Ms. **** states, there is information on our website regarding financial assistance for those incarcerated. There is also a link and information where fraud can be reported.
  
  Per our website:
  
  We do not encourage you to send money to an inmate at any time. Many inmates are indigent, and we fully understand that they may ask people on the outside for money once correspondence is established. Institutions provide all basic necessities to inmates (e.g., food,clothing). In many cases, even educational programs and materials are free to inmates. Donating money is a decision that can only be made by you. Remember that you chose to write to an inmate, not sponsor one. You are not obligated to send money, nor do most inmates ask for money. If this makes you feel at all uncomfortable, don't do it. A few dollars can go far in prison, but you should never send large sums of money under any circumstances, nor should you ever send cash. Many pen-pals will send $25.00 or so on birthdays or holidays to the inmate they are writing. Inmates can use money in prison to purchase a variety of items including better quality hygiene products, art supplies, postage,phone cards, and food in some cases. They can also use money from their account to purchase magazine subscriptions and books. You can also ask questions about this on our forum. There you will find many seasoned pen-pals who are willing to share their experiences and make suggestions. The bottom line is,don't do anything that makes you feel uncomfortable, and report anything that you suspect as unethical or illegal. For more information on reporting and researching postal fraud, please visit: Detecting & Reporting Fraud.
  Direct link to this FAQ
  
  The letter Ms. **** is referring to is a complimentary introductory email service, which allows a potential pen pal to make initial contact with a client on a one-time basis. Below are the rules and laws for that service that are shown prior to sending a message:
  
  Rules and Laws:
  You must not already know this inmate.
  This service is for initial contact only.
  A valid postal address is required for the inmate to send their reply.
  Inmate-to-inmate correspondence is prohibited and may be illegal.
  No adult language, escape-related jokes, racist remarks, or offensive content will be accepted.
  Emails must be submitted in English for screening purposes. Edits cannot be made once your email is saved.
  Once screened and approved, your email will be printed and sent as a letter through the Postal Service.
  You must be at least 18 years of age and agree to our Terms of Service and Privacy Policy
  
  While we acknowledge that such behavior may occur, we provide general remedies and information on our website to support individuals who may require assistance and offer help when appropriate.
  
  Sincerely,
  The Staff at WriteAPrisoner.com
  

  
  

• Initial Complaint

  Date:12/30/2024

  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.

  This is to file a complaint on write ************ for failure to refund payment for services not rendered on behalf of ****** ***** ****** Southern Ohio Correctional Facility.a check was sent on 11/7/24 for $85 and inmate was never posted, two letters were sent regarding this matter and he still has not been refunded. Thank you for any assistance regarding resolution.

  

  Business Response

  Date: 01/02/2025

  1/2/25

  For ****** ***** (OH INMATE) by friend/family member ****** ********

  COMPLAINT:  22746725

  Hello,

  Thank you for reaching out regarding *** ****** ****** an inmate in ****. We note that the inquiry was submitted by a friend/family member, ********* ********* rather than by *** ***** himself. Additionally, the ****************************** (DOC) number for *** ***** was not provided.

  Upon reviewing our records, we found the following details related to *** ***** account:

  On November 23, 2024, we received an $85.00 payment from the inmate, accompanied by three photos, a personalized bio, and the front page of an application. However, the application was incomplete, lacking a signature,date, or name on the reverse side.

  Before we could respond to this submission, we received a second envelope from *** ***** containing two photos and a handwritten note indicating a $20.00 payment for the addition of these photos to his profile page. However,no funds were included with this second submission.

  On December 2, 2024, we mailed a checklist and an additional application to *** ****** informing him of the items we had received and specifying what additional information was required to proceed.

  On December 17, 2024, we received an inquiry from *** ***** directly, requesting the status of his account. He expressed his desire to have his profile page posted or, alternatively, to receive a refund if posting was not possible.

  On December 24, 2024, we responded to *** ***** status inquiry,providing an update on his account.

  On December 26, 2024, we received an email from *** ****** ******** regarding the status of *** ***** account. The email was timestamped at 11:01 AM, and our team responded at 11:19 AM requesting further **************. Jeffries replied on December 30, 2024, at 1:41 PM, and we responded promptly at 1:59 PM.

  Please note that, in accordance with our privacy policies, we are unable to disclose any account information to individuals other than the client. If *** ***** wishes for us to share account details with a third party,we would require written consent from him.

  For your reference, we have attached one document with the following correspondence for your review:

  The checklist sent to *** ***********                                                                                                                                                                                                                                                                                                                                  Our response to his status inquiry                                                                                                                                                                                                                                                                                                                             The email correspondence between our staff and *** ********

  Our records indicate that we have consistently processed and assisted with *** ****** account in a timely and professional manner. We have also responded promptly to all inquiries received from his family and friends.

  Thank you for your assistance in resolving this matter.

  
  Sincerely,
  Staff at WriteAPrisoner.com

  
  

  Customer Answer

  Date: 01/02/2025

  ******** does recall not signing the back of application, also he never received a second application along with a check list in order to complete profile. This is negligence on their behalf of the institution, also he did add an additional 20$ for more pictures he wanted to include on profile , now that he is aware that the additional amount was not received he will be looking into on his end. had he known he wouldve not been so persistent reaching out inquiring about his profile ********** can we resolve this issue regarding this new found information. May I suggest that another application be sent out along with check list so that Mr. ***** profile may be completed. Or a refund in the amount of 85$ being for that the check was cashed. Thank you again for your attention and time.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22746725
  
  I am rejecting this response because:   Date Sent: 1/2/2025 1:50:20 PM
  Mr.***** does recall not signing the back of application, also he never received a second application along with a check list in order to complete profile. This is negligence on their behalf of the institution, also he did add an additional 20$ for more pictures he wanted to include on profile , now that he is aware that the additional amount was not received he will be looking into on his end. had he known he wouldve not been so persistent reaching out inquiring about his profile ********** can we resolve this issue regarding this new found information. May I suggest that another application be sent out along with check list so that Mr. ***** profile may be completed. Or a refund in the amount of 85$ being for that the check was cashed. Thank you again for your attention and time.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/06/2025

  1/6/25

  For ****** ***** (OH INMATE) by friend/family member ****** ********

  COMPLAINT:  22746725

  Thank you for providing additional information from Ms. ****** ********. It is important to note that this information is not new as all concerns have been addressed promptly to the appropriate recipient. She would not be privy to this information as we have stated before, we maintain a policy of not disclosing client information to friends, family, or third parties without the clients explicit consent which is why we prefer to find resolution with the clients directly when possible.

  The suggestion currently provided by Ms. ******** has already been addressed in our previous communication, in which we confirmed that the necessary information was sent directly to the client.

  Our records demonstrate that we have consistently processed and managed Mr. ****** account in a timely and professional manner. We have also responded to all inquiries from his family and friends in accordance with our policies.

  We consider this matter with Ms. ******** resolved. Moving forward, we will continue to work directly with Mr. ***** to facilitate a resolution, whether it be a refund or the posting of a profile,contingent upon the receipt of the required content.

  The issues outlined appear to be related to challenges with USPS,which are beyond our control and also beyond the control of our clients. We remain committed to ensuring the best possible service for our clients despite these external factors.

  Thank you for your attention to this matter.

  Sincerely,
  Staff at WriteAPrisoner.com

• Initial Complaint

  Date:10/20/2024

  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.

  On May 27, 2024, I registered my brother a profile with WriteAPrisoner.com which included an up front $65 registration fee. My brother was supposed to get a sample sheet in the mail of what his profile would look like to other users and then his profile was supposed to be added to the collection of profiles site users chose from. My brother never received the sample sheet of his profile that he was told he would get to review to see what others searching out a penpal would see about him.. Now, we are IN THE MIDDLE OF OCTOBER and my brother still hasn't received any documentation as he was supposed to not to mention upon searching the website for my brother's profile there is no profile present that matches his information which I inputted as I am the one that set up the account for him. I emailed the agency requesting that they immediately post my brother's profile and send it to him or else I want the fee immediately returned to my bank account. If something was incorrect or there was need for additional information there was no reason the website could not reach out to me directly to rectify whatever situation there was but instead they left a lonely man lingering in jail for over 5 months thinking that at some point there will be a penpal. I am appalled by the business practices of this website, especially considering that this involves real people with real lives who have real emotions and just need for someone to come through for them once. I emailed the website and requested that they either immediately publish my brother's profile or I want an immediate refund. If they can demand payment without immediately providing the service then there should be no problem refunding the money I paid for a services that never even began for over 5 month's time. All I want is to take care of my brother and find him a penpal without a company making me promises then basically robbing me.

  

  Business Response

  Date: 10/21/2024

  10/21/24

  ******* ****** for *** ******

  COMPLAINT NUMBER: 22446695

  To Whom It May Concern,

  Thank you for your inquiry regarding Mr. ****** for his family member,********* inmate ID ********.

  We are responding with this letter and an attachment of six pages to show the history of the account.

  May 13, 2024, we received a payment and submission for a pen pal profile for Mr. *** ******. (Page One)

  May 27, 2024, as we were ready to process the page, it was noted the crime was too vague/too generic to post. Our site states that if the crime is not supplied accurately, processing will be delayed. (Page **** We emailed the submitter asking for clarification of the crime. (Page Three)

  October 19, 2024, we received an email from the payer with a complaint about the profile not being posted. The email he sent was attached to our email of May 27th, asking for crime clarification. (Page Four)

  October 20, 2024, we replied to his email with the offer of receiving the required information or we could request a refund. (Page **************** same day, after reading the inquiry again, and noting that the submitter had received our May 27th email and had not responded,we requested a refund to the credit card holder from ************* our merchant service. We informed the credit card holder the refund had been requested and that it should reflect on his account within three to five business days. (Page ************** records indicate professional and timely assistance and we are not responsible for missing or incomplete information from the submitter.

  Other than the email received less than three days ago, we do not show that the submitter reached out to us for any assistance, as this could have been rectified immediately.

  Thank you for your assistance with this inquiry.

  Staff at WriteAPrisoner.com

• Initial Complaint

  Date:07/23/2024

  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.

  I have requested to have my ad removed several times without action. They mailed me a form to complete the removal which I have returned. I have still not been removed from the site and it is causing problems in my marriage. I have been trying to be removed since 2023.The resolution i want is to have my ad removed from the site.

  

  Business Response

  Date: 07/25/2024

  7/25/24

  OUTSIDE SOURCE SUBMITTER: *************************

   For inmate/client:   ********************* (no ID number given by submitter)

  COMPLAINT: 22034373

  To Whom It May *************************** you for your inquiry regarding **************, a Colorado inmate.************** has been off and on our website since 2015 and removed a prior profile by sending in a signed form, so he is aware of our policies.
  The email address given for this inquiry is one that we have been in contact with numerous times since 2023 and all information regarding our removal policy has been given to her.

  All clients are mailed a welcome packet, and it includes this information on removing a page:

  Removing Your Profile If you wish to remove your profile prior to the expiration date, simply notify us in writing. All requests for removal need to come directly from you in writing. Once we receive your written request, a confirmation letter is mailed back to you. Once this is returned to us, the profile is removed. We ask you send these using Certified Mail. This is done for your protection. Under no circumstances will we remove a profile unless the inmate requests it directly and in writing. This can take a few weeks.

  We are also including an attachment of the information that is on our website regarding removals and was sent to the email address given above for an inquiry received on 7/23/24.

   Our records indicate we have mailed more than one signature form to **************, though we will mail another signature form to the client today that must be signed and returned to us for the page to be removed.

   If the client is having issues with mail being received by us, he may want to consider using certified, tracking, or legal mail, which must come directly from his facility.

  Thank you for your information and assistance in this inquiry.

  Staff at WriteAPrisoner.com
  

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22034373
  
  I am rejecting this response because: I have done the requested several time and you business failed to complete my request claiming mailing issues. I have filled out the requested documents several times. As stated I know how to get my profile removed. Your business has a lack of organization and ability to keep track of your mail which is not my fault or problem. I want my profile removed or I will obtain legal council. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/29/2024

  7/26/24

  OUTSIDE SOURCE SUBMITTER: *************************

  For inmate/client:   ********************* (no ID number given by submitter)

  COMPLAINT: 22034373

  To Whom It May ******************** you for further information provided by the submitter. Our records show the page was posted on 9/22/23. On 11/9/23, we received a request from the client for a removal signature form, which was sent promptly. However,we did not receive a response from the client.

  On 12/21/23, we received an email from an outside source regarding the listed page. In response, we sent a second signature form to the client on that date. As of today, we have not received the completed form.
  On 7/25/24, we mailed another (third) form along with a copy of the BBB inquiry to the client via ***** Due to ongoing issues with **** mail,we strongly recommend our clients use certified, tracking, or legal mail, which must come directly from their facility.

  As a ****-based mail business, we are proactive and diligent in our mail policies and procedures. We understand the frustration caused by lost or delayed mail. We work with our clients to address their needs within the constraints we can control, prioritizing their privacy and protection,especially when pages are requested for removal.

  Thank you for your assistance in this inquiry. As previously stated, we will remove the page immediately upon receiving the signed removal form.

  Sincerely,
  WriteAPrisoner.com Staff

• Initial Complaint

  Date:07/09/2024

  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.

  Paid for a years service in ******************************************************** my name *************************. The service was never activated. Contacted the company several times with no reply.

  

  Business Response

  Date: 07/10/2024

  7/10/24

  COMPLAINT 21962143

  Hello,
  

  Thank you for your inquiry regarding *************************.
  
  The complaint submitted did not include pertinent information such as the credit card submitter name, the *** number and location of the client/inmate, or accurate address and email information for the incarcerated individual.
  
  We were able to research with the name given, and  show that a gift package was purchased for ************************* on 10/19/22 for $65.00, not $75.00. When purchasing a gift, the page clearly states that this option is to be used for sending a gift packet to the client to obtain the required content.
  
  We received an email from the credit card payer (S.L.) on 10/19/22, stating that she had received a code to set up an account. We replied on 10/20/22, clarifying that we do not use codes to set up accounts and provided her with links for setting up an account for an inmate.
  
  On 11/7/22 and 11/8/22, S.L. emailed us, stating that a page had been paid for but the client had not received the gift package, though she mentioned he had sent the content. We replied informing her that we had not received the content yet and emailed a form for her to fill out and return. Profile submitted this way are posted within 8-12 days once we receive the required information.
  
  We did not receive a response.
  
  Due to not receiving a packet after sending two other gift packets, on 7/6/23, we reached out to S.L. via email, asking if she had any further issues or concerns and requested that she reply to let us know if she needed any further assistance or if the issue was resolved.
  
  Since then, we have received no inquiries via email or **** mail from either the inmate directly or the credit card holder.
  
  Our policy is to refund any funds received if the page is not posted, upon the payer's request and with proof of deposit. We are happy to process a refund in this case, provided S.L. contacts us with her information so the refund can be mailed.
  
  Attached to this complaint are copies of all emails for verification of our communications and offers of assistance, as well as the payment receipt showing $65.00 received, not $75.00.
  
  When S.L. emails us at general-****************************** with her **** mailing address, we can process the refund request.
  
  All of our processing has been done quickly and professionally and do not see this has been an issue on our end.
  
  Sincerely,
  
  Staff at WriteAPrisoner.com
  
  ATTACHED: A SIX PAGE ***UMENT SHOWING PROOF OF PAYMENT AND EMAIL COMMUNICATIONS

• Initial Complaint

  Date:05/26/2024

  Type:Order 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.

  A female by the name of ***************************** 12/5/79 case # ****CV000679 in Dane *** WI Deputy *************************** asked for contact if needed is falsely impersonating me on here an to have prisoners send letters to my home. I want ALL profiles with my name address and email deleted asap please. I also want verification that it's done. Thank you, **************************************

  Customer Answer

  Date: 05/28/2024

  No further help needed on this matter and they resolved it, can you please close this? Thank you! 

  *****************************;

• Initial Complaint

  Date:03/25/2024

  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.

  In August of 2023 I sent a $75 money order to this company for an ad to be posted and after 2-3 months my ad has still not been posted. Myself and my family have tried to contact this company with no answer and I am needing either my ad posted or my money refunded.

  

  Business Response

  Date: 03/26/2024

  3/26/2

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

  ID COMPLAINT NUMBER: 21484511

  To Whom It May *************************** you for contacting us regarding an inquiry sent to your company by ***************************, a ******** inmate.

  There is no *** information and doesnt appear to be coming for the inmate as there is an email address and inmates do not have access to personal emails. We also cannot research further without the *** number.

  Without any information except a name,we can say that we do not currently see anything posted, scanned or in our office under his name. If mailed that long ago it would appear it was lost or delayed in the mail.

  We have also looked in our inbox including all spam, received, sent, and archived, and do not see any correspondence within the past three years of contact being made.

  **************** will need to send us a copy of his check, front and back, showing deposit to our bank, account, etc.and we will submit a refund request and send any funds that *** have been received back to him.

  We appreciate your assistance with this.

  Sincerely,
  Staff at WriteAPrisoner.com

• Initial Complaint

  Date:03/13/2024

  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 9/13/23 I paid ***** to write a prisoner to publish on a profile on their website. I canceled the before they published it and asked to be refuneded..it's been six months ..they are refusing to refund my money after several attempts ...please help get my refund thank you ...

  

  Business Response

  Date: 03/14/2024

  3/14/24

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

  ID COMPLAINT NUMBER:  21426685

  To Whom It May ******************** you for your recent correspondence regarding an inquiry from ******************************* concerning **** inmate ***************************. It appears that this inquiry is initiated by **************** rather than ****************, as the provided physical address for **************** is inaccurate, and no ********** of Corrections (DOC) number has been provided.

  **************** is currently incarcerated at the ***************************** in ****. **************** asserts that **************** has forwarded funds to us, although an email communication dated 1/31/24 from **************** indicates that the funds were actually paid for by a third party (email proof attached).

  Since the initial email correspondence on 1/31/24, documented in the attached communications comprising 40 emails (20 exchanges), we have diligently responded to each inquiry from ****************. We have repeatedly clarified our policy, which stipulates that we can only disclose account information to the inmate or the payer. Additionally, our refund protocol mandates issuance of a refund upon receipt of proof of deposit, payer's request, and confirmation that the page has not been posted. We wish to emphasize that our intention is not to contest the receipt of funds, but to ensure compliance with our refund procedures, necessitating direct communication from the inmate or payer regarding refund requests.

  Our records indicate that we commenced correspondence with **************** on 9/26/23, stressing the requirement for a signed application to facilitate posting of the page. Despite multiple letters sent to **************** on 9/26/23, 11/12/23, 1/31/24, and 2/16/24 the latter two issued subsequent to refund inquiries we have yet to receive a properly signed application. Since receiving payment and submission from **************** on 9/15/23, we have not had direct communication from him. We have advised ****************, and reiterated in our correspondences, that any issues with **** mail should be addressed by sending tracked, certified, or legal mail to ensure delivery.

  It would seem that all seven letters purportedly sent by *************** have been lost in transit. While we have cooperated with **************** for over six weeks, we are unable to proceed further without direct communication from either the payer or **************** himself. Despite not being solicited by ***************, we have promptly and professionally responded to ******************** requests,even proactively initiating mail to **************** in a customer service capacity to facilitate resolution.

  Consequently, we consider this matter resolved until such time as we receive direct communication from ****************.

  Sincerely,

  Staff at WriteAPrisoner.com

  COPIES ATTACHED:
  January 31, 2024 email with payer information                                                                                                                                                                                                                                                                                                                Screenshot of emails from 1/31/24 to 3/13/24                                                                                                                                                                                                                                                                                                  Screenshot of current incarceration location (photo blacked out for privacy)

• Initial Complaint

  Date:03/01/2024

  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.

  The company will not remove a profile even after the inmate has requested profile removal. They are pushing it out so that they can get more money when the profile renews. They say that they have not received his four requests to remove even after sending it certified mail they have lost it, or just refused to remove the profile. incredibly rude customer service super disappointed.

  

  Business Response

  Date: 03/04/2024

  2/27/24

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

  ID COMPLAINT NUMBER:  21372101

  To Whom It May ******************** you for reaching out regarding an inquiry sent by *******************************. Unfortunately, without specific inmate information, we're unable to conduct research on her case.

  Regarding our policy on profile removals, clients receive information in their welcome packet and it's also accessible on our website. Pages aren't automatically renewed; renewal occurs only if requested and paid for by the client, a friend, or a family member.There's no additional income generated from a page if the client or inmate requests removal. There's no additional income generated from a page if the client or inmate requests removal unless they choose to stay on our website

  If correspondence is sent via Certified Mail, the sender receives a tracking number and notifications regarding delivery status from the ***** It's improbable that four letters sent via Certified Mail would lack a receipt or record to the client, as all relevant information is provided by the **** website.

  We strive for professional and prompt customer service. ******************** can contact us anytime at general-****************************** for further assistance though we cannot give client account information details except for to the client.

  Here is the information on our website regarding a profile removal:

  All requests for removal need to come directly from the inmate. Inmates must submit in writing that they want their profile removed. Once we receive their written request, a confirmation letter is mailed back to them. Once this is returned to us, the profile is removed. We ask the inmate to send these requests via Certified Mail. This is done for their protection. Under no circumstances will we remove a profile unless the inmate requests it directly and in writing. This can take a few weeks. If the inmate has stated that we are not responding to their requests for removal, this is incorrect. We respond to every letter that comes into our office, and our goal is to get inmates who dont want to be listed off as soon as possible to help free up pen-pals for inmates who need them. This is why we always ask the inmate to send his or her signed profile removal confirmation request to us via Certified Mail. When an inmate's profile is placed on our website, a welcome packet, which includes a copy of the profile, is sent to them via postal mail explaining this policy in detail.

  In the event the inmate is deceased or has been released, please send all supporting documentation and information to us. As long as we are able to confirm this information at a government website, we will remove the profile.

  Thank you for your assistance in resolving this inquiry.

  Sincerely,
  Staff at WriteAPrisoner.com

  
  

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21372101
  
  I am rejecting this response because you have been corresponding with me for weeks, you are aware I am speaking on behalf of ***********************. He has sent you mail to remove his profile numerous times. 
  

  please look into his case and get back to me
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/05/2024

  3/5/24

  *************************** for ***********************

  ID COMPLAINT NUMBER:  21372101

  To Whom It May ******************** you for reaching out regarding the additional limited information provided by *******************************. While we appreciate her input, we have multiple team members, and it's unlikely that the same person would handle every email, inquiry, or complaint.

  Upon reviewing ******************** file, we note that *************************** has contacted us regarding a removal request. Our records show that we've responded promptly and professionally to over fifteen emails from her.However, it's unfortunate to note that many of her responses have been disrespectful towards our staff.

  ******************** began emailing towards the end of October. We promptly reached out to ****************** within a day of receiving an email from *******************, where he expressed his desire to be removed from the website.Although a removal form was sent, ****************** has never directly contacted us to request removal. ****************** has been a client on and off our website for over ten years and would be aware of our policies.

  
  Subsequently, ******************** emailed a copy of a signature page, but it did not adhere to our strict submission guidelines for client protection. We informed her of this and sent another signature form directly to the client.

  In a recent email, ******************** mentioned that ****************** had sent four certified letters. However, it's improbable that none of them reached us, as the sender would be notified of delivery status. Upon requesting a tracking number, ******************** provided 9589 0710 5270 1293 8563 65, though in research, it was not recognized by the **** website. We advised her to check with a different carrier, but she has not responded to our inquiry.

  We offered to reach out to our local postmaster, and even go the post office to speak with someone if there had been a certified letter received though not picked up, or not responded to. ******************** did not respond to that offer.

  Our policies are in place to safeguard our clients, and both ****************** and ******************** are aware of them. We have handled this inquiry professionally and consider the matter closed until we receive direct communication from ****************** himself.

  Thank you for your assistance in resolving this matter.

  Sincerely,

  
  Staff at WriteAPrisoner.com

  ATTACHMENT OF **** TRACKING INFORMATION

• Initial Complaint

  Date:12/28/2023

  Type:Order 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 signed up to www.writeaprisoner.com in September ************************************************************************************************ writing on 5 different occasions in the last 2 months to be taken off the website the advert is still up and write a prisoner are not responding to my letters. This means that people are still writing to me from that advert. I know a lot of people are having the same issues with the company doing the same to them. My details are ************************************** #******

  

  Business Response

  Date: 01/04/2024

  1/4/24

  ********************* for ************************************** 723342

  COMPLAINT:  20165220

  Thank you for contacting us regarding an inquiry from *********************, though please note that we have not heard from ******************************* directly at any time since his page was posted.

  The page was posted on 9/27/23 and the welcome packet was mailed within **** days. There are instructions given in the welcome packet to ask for a page to be removed. ******************************* has had a profile on our website in the past and had requested it be removed prior to the expiration date, showing he would be aware of our policy.

  Our removal policies are strictly adhered to for the protection of our clients.

  From 9/27/23 to this date, we have received no correspondence requesting to be removed from ****************************** via **** mail from his facility.

  On December 11, 2023,we received an email from ********************* stating that the client had notified us of his desire to have his page removed. We replied to ************** within 75 minutes with our removal policies. (Attached a copy of that email to this inquiry.)

  On January 3, ****, we received another email from ********************* stating that there would be a BBB complaint filed and asking that we send a signature form to the inmate.

  We have that ready to mail on 1/4/23, though if your office is going to respond to the inmate, we can wait until we receive his request via **** mail.

  If ******************************* is having issues with his **** mail, we do suggest to our clients that a letter be sent certified, with tracking, or via legal mail.

  We are always happy to remove a profile if someone requests it as that creates more opportunities for our other clients to receive mail from people who are looking for a pen pal/friend.

  Our address is given in our emails, and included here: WriteAPrisoner.com, PO Box 10, *********,**  32132-0010.

  Thank you.
  
  Sincerely,
  Staff at WriteAPrisoner.com