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:12/10/2024

  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 first wanted to use Pigeon Send around April of this year. I decided against using their service as it was not convenient for me and my inmate friend had been moved. I repeatedly try to call them,no one ever answered. There is no Email address. They charged my account $5 a month which isn't alot,but it's the principal of this situation. It should not be that hard to cancel.

  Business Response

  Date: 12/11/2024

  Dear *******,

  
  Thank you for reaching out and sharing your concerns. I sincerely apologize for any inconvenience youve experienced.

  
  After reviewing the information provided, I wasnt able to locate any previous calls or voicemails on our end. Please note that we do accept voicemail messages, and I apologize if there was any miscommunication.

  
  To assist you further, let me confirm our customer service contact details:
  Phone: ************** (available Monday through Friday, 7 AM to 4 PM PST)
  Email: ****************************** (respond within 24 business hours)

  
  Additionally, you can cancel your account anytime online. Here is the link to our website, where our email and other ways to contact us are also listed: **************************.
  If youre still facing issues, please dont hesitate to give us a call or email us directly, and well be happy to assist you with canceling or resolving this matter promptly.
  

  Thank you for your patience, and we look forward to helping you.
  

• Initial Complaint

  Date:12/02/2024

  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 November ******* I went online to try and find a phone service for inmates in ******************** because my son is in there.Thats when the website of Pigeonly aka"Pigeon send" was up online advertising for "Talk with a loved one in jail" we are here to help with this special offer only $5 a month for calls,mail, pictures,an postcards. So as a mother wanting to be able to talk to my son I feel for it an sent the money.Found out the next day it was a scam so I emailed the company got a email saying they will contact me with in the hour no reply yet I know it's not much but it is when you don't have much.Thank you for your time sincerely ****** *****

  Business Response

  Date: 12/02/2024

  Dear ******,

  Thank you for taking the time to share your experience. We are truly sorry to hear about the frustration and confusion youve encountered. At Pigeonly, we strive to provide services that genuinely help families stay connected with their loved ones, and we take concerns like yours very seriously. It sounds like there may have been some misunderstanding about how our services work. Pigeonly is not a phone service provider for correctional facilities but a platform that assists with simplifying communication, such as sending photos, postcards, and mail to inmates. However, we absolutely want to clarify any miscommunication and ensure that you receive proper assistance. Regarding your payment and email, we apologize for any delay in our response due to the Holiday. Please reach out to us directly at ************* M-F 7am-4pm, so we can look into this immediately. If there was an error or issue with your subscription, we will work with you to resolve it and provide a refund if necessary.
  Your satisfaction and trust mean a lot to us, and we want to do everything we can to address your concerns. Thank you for bringing this to our attention, and we hope to assist you soon.
  

  Thank you 
  

• Initial Complaint

  Date:08/26/2024

  Type:Billing 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 been charged $5 per month since March My son was released from jail April 3rd I thought I cancelled the subscription could you please provide me with at refund

  Business Response

  Date: 08/27/2024

  Hello *****,
  Thank you for reaching out regarding the charges to your account. Upon reviewing your account, I see that the subscription is still active. To discuss your account further, please contact us directly at **************, available Monday through Friday, 7 AM to 4 PM, or via email at *****************.
  I apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:06/03/2024

  Type:Billing 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.

  Months after I used this company to send photos to someone in prison they took 4.99 ***** and ***** out of my account t they have agreed to refund me cuz no one can tell me what the money was taken for it's been over a year and these ppl just tell me refunds in mail and still nothing

  Business Response

  Date: 06/13/2024

  Hello ********,
  
  We have been trying to get in touch with you to inform you that the refund has been processed and sent. We have sent you emails and tried calling your line. We apologize for any confusion or inconvenience this situation may have caused.
  Please verify your mailing address and contact information to ensure that the refund reaches you. If you still have not received the refund, let us know so we can investigate further and resolve this matterfor you.
  
  Thank you for your understanding and patience.
  

  Customer Answer

  Date: 06/28/2024

  They are still doing the same stuff says they sent it to zelle I didn't even have and account with them not they are right back to the no responding please help 

  Business Response

  Date: 07/25/2024

  Hello ******** , 
  

  Thank you for bringing this issue to our attention, and we apologize for any inconvenience you experienced.

  
  I would like to inform you that a refund has been sent to your Zelle account on 7/16. Please check your account for the transaction. If you haven't received the refund, please let us know, and we will investigate the matter further.
  
  We appreciate your patience and understanding. If you have any other questions or need further assistance, feel free to contact our customer service team at ************* or email us at *****************.
  
  Thank you for your understanding.
  
  

• Initial Complaint

  Date:01/18/2024

  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.

  Called to see why my pictures I mailed to a inmate to ur ********* address haven't been sent to the inmate , I called and they told me they would call me back , did not call me back I called 2 days later and they put me on hold and then hung up and now they wont answer the phone , I've emailed them they dont like to respond , I'm really glad I didnt sign up for a account, it all just seems like a joke , if you dont pay your not a top priority , the same lady answers the phone every time ****** speaks English, her microphone is so muffled you can hear her its ridiculous , I just want to know why it's been 4 weeks and the inmate has not revived the photos I mail to pigeonly

  Business Response

  Date: 01/30/2024

  Hello *******,

  
  My apologies for the inconvenience you have experienced with our customer service line. I see you have spoken to our customer service, and regarding the emails, I apologize that you did not receive any replies, but because all your emails were from the same day as the call, January 17th and January 18th, the representative who assisted you over the phone combined them with your call conversation, being that the subject of the conversation was the same.
  
  Regarding your loved one receiving the mail late, I can definitely look into that for you. If you can please email us at ****************************** with title "BBB complaint ID ********" and include your inmate's name and the name of the sender. I did try to follow up on your order with the details already provided, but I was not able to locate the photos you mentioned.
  Thank you .
  
  You can also call us 
  **************
  Mon-Fri form 7am-4pm PST 

• Initial Complaint

  Date:11/27/2023

  Type:Billing 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.

  Pigeon only is a website to help contact inmates at a correction facility. I used it once back in July signed up for the free membership that let's you send 1 postcard a month and some other stuff. I never used or purchased anything. July and August had over $1000 taken from my account in multiple day transaction for the same thing.Couldn't ************** only by email couple days later. Contact my bank and it took awhile to get my money back but pigeon did.Now I receive ****************** 2 days of $35. 3 transaction by a *********************** on the 17th and the rest on the 22nd.

  Business Response

  Date: 11/27/2023

  Hello *******, 

  Appreciate your time in discussing matters with us with us today over the phone. I have sent you the invoices for each transaction dated 8/21/23 and earlier via email. We regret the issues you've encountered with Pigeonly, and your feedback is valuable to us. This will contribute to enhancing and improving our services.

  Have a great day

   

• Initial Complaint

  Date:10/25/2023

  Type:Billing 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.

  Just as many others complaints with this bogus company, I have been fighting for my ***** back that they stole from my personal banking account using my debit card number WITHOUT my consent. They keep promising me my money back for their mistake but its been over a year and they still are saying the same promises . First they said they issued refund, they did not. Then they said they would mail me a check, they did not. Then said they would send it thru Zelle, they did not. They then told me they would send it to my cash app and got my info and they didnt send it. Then they said they were issuing the refund which they did not, just giving me lies after lies to try and shut me up but I will never stop asking for MY MONEY THEY STOLE FROM ME!! Help me get my $40 back please I JUST WANT MY MONEY BACK THAT THEY TOOK WITHOUT MY CONSENT. They STOLE MY MONEY OFF MY CARD FOR NO REASON AND IF I DID THAT TO SOMEONE I WPULD GO TO JAIL SO WHY?and HOW are they allowed to steal money from cards and nothing happen to them?? Its simple fix but all I get is excuses and lies promises they will give my money back but have not yet and this has been going on with hundred emails back and forth since I can show for proof

  Business Response

  Date: 11/01/2023

  Hello *******, 
  
  We sincerely apologize for the inconvenience and frustration you have experienced. We understand the urgency of the situation and are committed to resolving this matter promptly. I see you have already been in contact with another of our representatives. We are currently investigating this issue to ensure a swift resolution in regards this charged.
  
  We will continue to work closely with you and keep you updated on the progress until this matter is fully resolved. Your feedback is crucial to us, and we appreciate your patience and understanding during this process. If you have any further concerns or information to provide, please feel free to contact us directly.
  
  Thank you for your cooperation.
  
  

  Customer Answer

  Date: 11/04/2023

  Hi, they are supposed to be getting back with me and says they will send check in mail so I do not want to close this until I actually receive my money back please. Thank you 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20782058
  
  I am rejecting this response because: Hi, they are supposed to be getting back with me and says they will send check in mail so I do not want to close this until I actually receive my money back please. Thank you 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/08/2023

  Hello *******,
  I understand your concern. We will keep your claim open as well, until you have received the check in the mail and the refund has been successfully processed. Please feel free to reach out if you have any further questions or need any assistance.
  

  Thank you.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20782058
  
  I am rejecting this response because:
  Because they havent even tried giving my money back that they took. Ill be happy when I receive money. But they always say they will mail it and never do. Why not mail it and send the tracking number to verify its sent they have just told me to wait while they track my refund but then havent heard back and they havent tried to do what they should have done immediately once their mistake was made. Until they give me my money back I do not want my case to close and be forgotten.They act like Im asking for their money out of their pocket when the reality is I JUST WANT MY MONEY THEY TOOK WITHOUT CONSENT OR WITHOUT MY PERMISSION. very easy to correct their mistake yet here we are.i told them from the beginning I will not give up on getting my money back even though I know they never will because they cant even be honest. Its passed the point of ridiculous at this point. Why not just refund it back to my card?? Should not be this hard. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/21/2023

  Hello *******, 
  I sincerely apologize for the continued delay in processing your refund. I understand your frustration and want to assure you that we are committed to resolving this issue as quickly as possible.
  I have initiated a second request for your refund and I am closely monitoring its progress. I will provide you with an update for your refund as soon as one becomes available.
  I understand that this has been a frustrating experience, and I apologize again for any inconvenience caused.
  Thank you for your patience and understanding.
  

  Customer Answer

  Date: 12/06/2023

  I never got my money back, they refuse to pay me my money they stole without my consent and need help getting my money back. This is not fair . How can I reopen this because THIS IS NOT RESOLVED,THEY WONT GIVE ME MY MONEY BACK 

  Customer Answer

  Date: 12/06/2023

  I never got my money back, they refuse to pay me my money they stole without my consent and need help getting my money back. This is not fair . How can I reopen this because THIS IS NOT RESOLVED,THEY WONT GIVE ME MY MONEY BACK 

  Business Response

  Date: 12/08/2023

  Hello *******,

  Thank you for reaching out and sorry for the inconvenience. A refund has been processed, and sorry to know you're still unable to

  receive it. Please call us at ************* so we can discuss details and resolve the issue you may have.

  Thank you and keep safe!

• Initial Complaint

  Date:10/23/2023

  Type:Sales and Advertising 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.

  No way to cancel subscription

  Business Response

  Date: 10/26/2023

  Hello *****, 

  I want to apologize for the miscommunication. We actually have different ways you can cancel your subscription:
  
  1. You can sign into your Pigeonly account at ******************************* using your phone number and created password. Select the inmate you want to cancel, click 'edit', and then click 'manage plan'. Here you will find the option to make changes to your plan or cancel. Simply follow the instructions on the screen.
  
  2. Another option is to reach out to customer service through our email address, ******************************.
  
  Please use one of the following methods to cancel your subscription. Thank you.

• Initial Complaint

  Date:09/15/2023

  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.

  I was charged $25.00 on August 7, 2023. I requested a full refund as I never approved this withdrawal. I never signed up for this service. I was told that I was given a credit. When I notified them that I have no use for a credit, nor for their services, they said that they could send me a paper check. When I was sent a "copy" of my charge to refund my funds, they said it was refused. I said the only way it would be refused was if the did not really send it to my account, or they did not have the funds in their account, they sent me the info that they gave me a credit. I have notified them that I will be filing a police report for fraud and theft. They also notified me to file a dispute on my card. In doing so, I would have to put my account on hold, and request a whole new bank card. This "business" is owned by a previously incarcerated individual. Are we being scammed by a convict?

  Business Response

  Date: 09/18/2023

  Hi ******,

  Thank you for reaching out and bringing this to our attention. We take every claim of unauthorized charges very seriously and make every effort to rectify the situation.

  An Account Manager will be reaching out to in order to discuss in detail how we would be better able to serve you. Thank you for your patience while we handle this matter.

  Customer Answer

  Date: 10/02/2023

  This company did not return my money! As of today I did not request this companies services. Money was stolen from my bank account without my permission. I was offered a "credit" instead of a refund for the money stole from me!

  Business Response

  Date: 10/04/2023

  Hello ******,
  
  Please review your email inbox; an email was sent on 9/13 with clarification on the best way to process this refund. We did not receive a response from you. If you have not received the email, please reach out to us at ****************************** so we can resend it.
  
  Once again, my apologies for the delay in getting this refund situation sorted for you.
  
  Thank you for your time.

• Initial Complaint

  Date:09/15/2023

  Type:Billing 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.

  The company is called Pigeonly Corrections and operates out of ******. They were hired by *************** Jail in ********** to handle inmate mail. I sent three letters to an inmate that were never delivered. The only way to be able to send mail is by providing a credit card, even though writing one letter a month is supposed to be free. The inmate was transferred in December 2022, but the company kept charging my credit card, see below:2/1 $34.99 4/27 $24.99 5/1 $24.99 5/3 $24.99 5/18 $24.99 6/8 $9.99 6/9 $9.99 6/12 $9.99 6/14 $9.99 6/15 $24.99 6/16 $24.99 6/17 $9.98 6/21 $24.99 6/23 $24.99 6/27 $24.99 6/29 $9.98 6/30 $34.99 7/4 $24.99 7/4 $34.99 7/12 $34.98 7/12 $34.98 I would like to get these charges returned. I had to close my account to prevent further unauthorized transactions and need the company to reimburse me directly. Please help, because they don't answer their phones. Thank you!

  Business Response

  Date: 09/18/2023

  Hello *****************,

  Thank you for reaching out and bringing this to our attention. We take every claim of unauthorized charges very seriously and make every effort to rectify the situation. Due to the complicated and sensitive nature of your accounts it would be best handled via phone/email in order to get your ordeal solved once and for all. An Account Manager will be reaching out to in order to discuss in detail how we would be better able to serve you. Thank you for your patience while we handle this matter.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20589471
  
  I am rejecting this response because:

  I am unable to reach anyone from the company by phone and would like to send this email to them, but don't have their email. Please read below why I am rejecting their response as inadequate.

   

  To Whom it May ******* at Pigeonly:
  There is nothing complicated or sensitive about the charges that were made by your company without authorization. If the unauthorized charges  are returned in a timely manner there will be no ordeal either.
  The fact is that your company was hired by Martinez County Jail, ********, ********** to handle communications with inmates. I wrote three letters to an inmate, none of which were delivered. When I checked up on it the inmate had already been transferred. Still I kept getting text messages from your company to send letters. Then I got a message that my account was closed.
  Then your company decided to use my credit card information ******************** February 2023 without my authorization. I never authorized any of these charges, because there was no inmate to write to. I am demanding a refund for all the charges back into my account. 
  Sincerely,
  
  **** *********************

  Business Response

  Date: 09/25/2023

  Hello ****,
  
  I'd like to extend my apologies for the challenges you've encountered while attempting to reach our customer service by phone. Currently, our primary mode of communication is through email at ****************** our phone support will be available soon.
  
  I wanted to bring to your attention that an email was sent to you on 9/18 using the email address we have on file. This email would have originated from either ***************** or **************** It contains important instructions on how to address and resolve the issue efficiently. If you haven't received this email or if it ended ** in your spam folder, please don't hesitate to contact us at ******************************* and we'll be more than happy to forward it to you again.
  
  If you would prefer to have the email forwarded to a different email address, please let us know your preferred address, and we will ensure it reaches you promptly.
  
  Thank you for your patience and cooperation as we work together to resolve this matter.

  Customer Answer

  Date: 10/01/2023

   
  Complaint: 20589471
  
  I am rejecting this response because:

  They claim to have tried to send me an email to make contact on 9/16, but never did. Their 800 number always claims that its not their business hours, their other phone number does not work. I wrote to the two emails given by their response here on BBB and now await their answer, however I think they are just playing the game of not being available. Thank you for your help in this. I originally clicked the button that said that I would not speak to the media, but at this point I would, if needed.
  
  Sincerely,
  
  **** *********************

  Business Response

  Date: 10/09/2023

  Hello ****,
  
  Thank you for reaching out via our ***************** email as well. I have replied back to this email with our next recommendation, awaiting your response.
  
  Thank you for your cooperation. 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20589471
  Dear BBB Team, 
  I am rejecting this response because:

  The business now has with the help of my bank reversed all charges up to June 11. My bank is unable to assist with further back lying charges because of time constrains. I'm asking the business to write a direct check to me for the rest of the charges from February 1 - June 9th. These are the charges still open:

  2/1 $34.99 PGN WEBHOST
  4/27 $24.99 Post Pigeon
  5/1 $24.99 Post Pigeon
  5/3 $24.99 Post Pigeon
  5/18 $24.99 ****** LLC
  6/8 $9.99 Post Pigeon
  6/9 $9.99 Post Pigeon

  The total of these charges of $154.93 should be mailed as a check to me at *******************************************************

  Thank you for all your help with the negotiations with this business. I am thankful to the business for the partial return of these fraudulent charges.
  
  Sincerely,
  
  **** *********************

  Business Response

  Date: 10/25/2023

  Hello *********;

  Once again, we appreciate your response to our email and allowing us to further assist you with this issue. Your request is currently being handled, and I will contact you as soon as there is an update. If you have any other concerns, please don't hesitate to reach out to us via email. Thank you for your time.

  Customer Answer

  Date: 12/31/2023

  Dear BBB,

  the Company has fully refunded me at this point. I am thankful for BBB for facilitating the process. It took several months for the remaining amount to be returned into my account, but it was returned! Much appreciation to all that made it happen including the people at Pigeonly. Sincerely, **************