ComplaintsforEarth Class Mail Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Earth Class Mail is in violation of CA Business and Professions Code ***** SEC 2, 4 by not notifying me in writing about upcoming automatic renewal fees and not providing a clear and conspicuous option for me to cancel the services on my own through their product.My requests for copies of the billing statements that should have been sent prior to the automatic renewal transaction have gone unacknowledged. There is also no way to track upcoming fees in their product.Discouraged by this lack of transparency but also compliance with CA law, I attempted to close my account. However, I was not able to do so at will, and without engaging any further steps that obstruct or delay the consumers ability to terminate the automatic renewal or continuous service immediately. Rather, I had to take several additional steps to exit the Earth Class platform, open an email platform, initiate a new email, ask specifically for help to cancel my ECM account, and then await a reply. After which, I had to click a subsequent link in that reply and then able to cancel. Their marketing emails do not offer the required unsubscribe or privacy request links.Ive sent 8 total emails to try to reconcile this matter, several with ***********************, their manager of customer care who has only finally indicated that my account is cancelled and that no further charges will be made. Im dubious since I am still receiving notifications that they are still processing my mail.As Im writing this Im also now concerned about the potential for an infraction at a federal level including tampering and/or fraud. In two instances, their automatic drafts from my bank incurred $33 overdraft fees. Id linked a bank I didnt think would be charged and thus did not maintain the necessary funds ECM assessed. Account belonging to ********************* and customer ticket: #******. Business charges totaling $331.08 and bank fees of $66.I request a credit to my card ending in **** = $397.08, please.

  Business response

  01/24/2024

  Thank you for alerting us to Mr. ********* complaint.  Our records show that ******************** initially contacted ECM customer care for instructions on cancelling his subscription for virtual mailbox and business address services on November 2, 2023.  An ECM customer care agent immediately responded with instructions directing ******************** to submit a request for cancellation online through his account at this link, and referring him to ECMs Cancellation FAQs for any additional questions.  After several additional communications with ********************, an ECM customer care agent offered to process his cancellation request via e-mail so long as ******************** responded with his preference regarding mail stored on his account.  Although ******************** did not do so, ECM proceeded with cancelling his account after ******************** continued to express dissatisfaction.  
  As a courtesy to ********************, ECM has refunded him his monthly subscription fees for services provided from November 2023 through January 2024.
  
  

  Customer response

  01/24/2024

   
  Complaint: 21134849
  
  I am rejecting this response because:

  it does not address ECMs responsibility to comply with stated laws governing business practices protecting consumers in the *******************. In fact, it affirms that ECMs business practices around cancelling services requires the customer to take various additional steps to cancel service that are specifically in violation of Californias Automatic Renewal Law. 
  

  In their response to this claim, they document the several times the consumer indicated an inability to terminate automatic renewal services immediately online and without any further steps that obstruct or delay the consumers ability to terminate the automatic renewal or continuous service immediately. 
  

  They confirm the additional steps they required the consumer to take in order to cancel their account, and is further admission of its inability to comply with this statute. 
  

  The refund of subscription fees is considerate. However, it does not account for the entirety of the costs the consumer incurred as a result of their non compliance over the course of several months. (Total costs documented in original complaint.) 

  A satisfactory response would include crediting all costs associated with their improper business practices. It would also include an acknowledgement of this systemic platform error and a commitment to amending it so other consumers are not adversely impacted. And that, as a company owned by a legal services provider, are aware of and interested in complying with the law. 
  

  Ill look forward to their acknowledgement and action to fully resolve this matter since it surely has a broader impact on every class of customer residing in the ******************* or any other jurisdiction with similar regulations. 

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

  PS, I am still receiving push notifications about incoming mail. (Screenshot attached from a notification received today.) This further erodes any confidence I have that the business is qualified or willing to abide by other statutes protecting consumers and their federal rights around letter carrying. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Earth Class Mail falsely claimed they deposited a check to my bank. They charge fees for this service. The bank didn't receive the money. Apparently, the check was sent to an address that doesn't exist. This is according to a bank branch manager.

  Business response

  01/11/2024

  We have been working with Mr ***** Hontchar-***** on this issue.  He believes that we used the incorrect address to send the check via Fedex.  We have provide him with the tracking number and the link to the **** of America website for their bank by mail address *******************************************************************; This address has been used for many years for their bank by mail service.  Earth Class Mail successfully sends checks to this address daily.  Mr Hontchar-Plank's check was successfully delivered to **** of American on January 3.  It does appear that the check has been returned by **** of America to Mr ******************* and the check will be viewable in his account for further action.  

*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. ↩