ComplaintsforiPostal1, LLC

• Initial Complaint

  01/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I opened my digital mailbox #*** with ipostal1.com, I request the **** form to be notarized to be abble to receive mail on that location. I notarize this form in ******* but since last week when I sent to them (should answer between 1-2 business days) nobody has respond or activated the account. I sent several emails and the same situation.I called the location and they told me that I must sent this documents to Ipostal1.com Also I couldnt do this notarization process trough notarize.com because they dont have spanish speaker representative that could help for people who doenst have SSN.

  Business response

  01/31/2022

  Thanks for contacting us.  ******************** team has found your emails with documentation attached.   We are uploading your documents.  We apologize for the delay and will extend your initial subscription period before renewal is necessary to compensate you for the delay in activating your digital mailbox.  We appreciate your choosing iPostal1 and trust that this will settle your complaint.

  Customer response

  02/03/2022

  Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  [Your Answer Here] I got an asnwer from my last claim agains this company ******** But untill now they have not due what they said there. I still have my account under review and same as always nobody answer the emails and tickets opened trough the system.  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/03/2022

  Thanks for writing in to us. Our **************** has followed up with you. Your documents had not been uploaded because there was confusion surrounding canceling your account. Your documents have now been uploaded, and your mail center has confirmed final approval. You now have full access to start using your digital mailbox. We do apologize for the delay and trust that the actions we have taken have settled this complaint.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Jan, 10 I went to pick up my mail at the Ipostal location at ********************************************************. I had over 34 items of mail however when I arrived the gentleman could only locate 9 mail items. I received items: m20014, m20103, m20106, m20102, m20115, m20188, m20161, m20071, m20216. One of the missing items, item m19968, contained a ******** benefit card which had $200 cash benefits on it.The employee at the store told me they had consolidated and shipped the items to me however I never requested this nor did I receive this package. The employee was unable to provide me with any tracking number or record that it was shipped. I have been storing my items at Ipostal since July and have been charged for the extra days of storage. Since I picked up my mail on Jan. 10, I have received over 3 emails notifying me of extra storage charges for items which they have lost. They clearly have no system to track their mail and are automatically charging their customers indiscriminately. I am also being charged twice for the same items. Items M20235 and M20234 items M19988, M19989 and M19987, and items M19986 and M19979 are the same items. I am paying for monthly mail storage service, a service which I have not received. Their negligent handling has resulted in the loss of over 25 items of mail, some with monetary value and important financial and government paperwork. Their inept tracking system has resulted in me being charged additional holding fees for the items in my mailbox over 30 days old, items which are missing. Their employees incompetent organization has resulted in me being charged twice for a single item on multiple occasions. I have contacted Ipostal about this issue but they have not made any attempts to remedy the situation. Rather, they have continued to erroneously charge me. I would like these items to be located asap. I I would like to be reimbursed for the full 6 month of service I have paid in the amount of $159.43 and $300 for lost items.

  Business response

  01/21/2022

  Thanks for your review.  Sorry to hear about the issues you describe picking up your mail.  We set very high standards for all our mail center locations.  It would be very unusual for mail items to go missing.  Our customer service team will look into this and follow up with you shortly.  Again, we apologize for any problems you experienced.

  Customer response

  01/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  I filed a complaint over two weeks ago. Ipostal has had more than enough time to verify that my mail has been lost as it is not in their facility and I did not pick it up. Further, they also have the ability to see that I am and continue to be charged for items that have been lost. I have paid Ipostal a month service fee to receive and hold my mail. They failed to provide me with this service and I would like a return of my money promptly. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/09/2022

  Our **************** team has recently sent you an email that responds to the issues you raised.  We trust this will settle your complaint.

   

  Customer response

  02/17/2022

  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 and the matter has been resolved.

   

  I had filed a complaint against Ipostal complaint #********. I was unable to respond to their reply in time so the file has been closed as "customer still unsatisfied" however, I was able to come to an agreement with Ipostal and am satisfied with our resolution. I would appreciate it if you would either allow me to reopen it and allow me to respond or close it with "customer satisfied". 

   

  Thank You, 

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

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

  
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been calling for 2 weeks and leaving voicemail s how are people getting into my account ******************* or something like that) The email is new email ********** ********** ************************************************************************************************** ******** ******* ******************************** Are some do I need to make new one

  Business response

  01/05/2022

  Thanks for your review.  One of our customer service representatives will get in touch to help you resolve this problem.

  Customer response

  01/06/2022

  I said I cang get into my email therefrom I can't rest my ipsotsl account the computer it was o. Is broke.

  Business response

  01/06/2022

  We will ask customer service to give you a call.  

  Customer response

  01/11/2022

  Still not able to login

  Business response

  01/11/2022

  We will follow up.  Please be sure to respond to any emails from iPostal1 customer service.  Thank you.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My ipostal1 account email is ********************* Right after opening the account I called into the customer service asking the account to be canceled. Account wasnt cancelled and I was charged twice of19.99$ Id like refund I spoke to ******* today and account was finally cancelled and fees were not refunded Id like refund total of 39.98$

  Business response

  12/14/2021

  Thank you for the review.

  We have checked our records and see that you cancelled your account and then re-opened it.  Our customer service team did make an extra effort to re-assign your original box number and help out with getting the correct docs uploaded per the **** requirement.  We do not have in our system a request from you to cancel the re-opened account within the 30 day cancellation period.

  However, we will issue a courtesy refund for the full amount in this case.  It generally takes 7 to 10 days for the refund to appear in your account.  

• Initial Complaint

  11/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 26, 2021 I open a virtual mailbox with ipostal US zoom.Ive paid $9.99 a month each month through November 2021.With additional charges of $1.98, $2.13 ************ with a total spent to this of approximately $87.11.I was told that they didnt get all of my pieces of ID they needed, plus proof of address with a utility ****, so I submitted what was requested now 3 times.On November 1, 2021 my credit cards arrived there I contacted them & told them that I need them forwarded to where Im at now because I need them to continue my trip back home.This is the 2nd round of issuing new credit cards due to them not sending me the 1st set of credit card replacements because they stated they needed my proof of identification and address which now like I said has been submitted three times.The first set of credit cards were sent on 11/1, now after contacting my credit card company they sent out the second set of replacement cards That right there on 11/16, now the excuses is they didnt receive the correct notarized documentation that has been submitted along with the pieces of ID theyve opened one piece of mail since Ive had this account and emailed it to me no ones ever mentioned anything about a notarize piece of paper. So theyre my credit cards sit as I send this message and I cant get a response from the company I need my credit card forwarded to me the credit card companies not gonna print them again horrible company.

  Business response

  11/17/2021

  The core problem is that you have not submitted ID documentation that meets the standards established by the ****.  The back side of a driver license is not acceptable.  Neither is a social security card.  ******** does not allow a mail center like yours to accept mail on behalf of mailbox customers who have not submitted proper identification.  The mail center has no alternative but to abide by the **** regulations.

  Our customer service team has repeatedly asked you to submit the proper documents.  The mail center sent reminders as well.  We sincerely want to help you get this straightened out so you can receive your important mail, which is being held at the mail center but cannot be released to you due to the document issues cited above.
  
  According to our records you have paid a total of $37.47, not $87.11.  This is for three subscription fees of $9.99 and $5.50 for storage fees for mail that arrived and is being held for you.
  
  We hope you can provide the proper ID documentation soon so we can release your mail.

  Customer response

  11/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  I have documented proof from the company that states they had every piece of ID that they need and my identification process has been approved on November 16, ******************************************************************************************************* and/or its not acceptable ID but theyve had the same ID since July 2021 and I have a letter from then they now aging they have everything they need and proof of payment where do I send that to? 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  11/30/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  From: ***************************** [mailto:*********************]
  

   

  I will NOT be paying another dime.

  Return to sender everything you have/get.

  You have charged me month after month & I have proof I have submitted the requested documentation multiple times since 7/2021.

  Yet during this entire time I have had to call to get one piece of mail opened & youve charged me for storage?

  On top of it all your company sent out an email stating you had everything you needed after I sent it in multiple times.

  All the irritation time & energy your company wasted of mine is inexcusable.

   

  This compliant should be taken seriously especially due to the amount I was charged & the blatant improper handling of  my mail & my personal identification.

  Please continue to warn other Citizens about this location.

   

  CC: ******************* WSOCTV ********* INVESTIGATES.

   

   

  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/01/2021

  We are sorry that we were not able to settle your complaint.  As we previously explained, the initial email that your receiving saying that all documents were in place was sent by mistake and quickly corrected.  Our customer service team has reached out to you repeatedly, requesting that you send the proper ID documentation as required by **** regulations.  We have made every effort to hold you mail so that it could be released upon receipt of the proper ID's.  However, since you have not been willing or able to provide the proper ID's, we have no alternative but to close your account and return your mail to sender. Our mail centers are obligated to operate according to **** regulations.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  IPostal1 suggested for me to notarize a form online through Notarize and I did. I paid $25. The documents were signed and emailed. However, IPostal1 keeps telling me to complete the form again and again. I need this resolved, since you guys are the once that suggested this through your portal.

  Business response

  11/02/2021

  Thanks for writing in to us. 
  
  We did contact your mail center team regarding your document status and they were able to review and approve your account for full access.  
  
  We apologize about the delay in your account's approval. We have extended the subscription on your account by two weeks for the inconvenience. Your next month's subscription of $9.99 will not be due until 11/20/21.
  
  Please do not hesitate to reach out with any questions.  We trust that this resolves your complaint.  

  Customer response

  11/03/2021

  The business was able to respond and explain that they dont have control over their business. Each IPostal1 location is independent and doesnt have to follow any rules or business standards, unless a customer complains. ****************** contracts out the service to businesses. 

  Customer response

  12/17/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  What am I supposed to do in the meantime? I dont understand the service Im getting. Its very patchy.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/21/2021

   

  Hi *****,

  I saw in correspondence with **************** that you were able to login using the Chrome browser.

   

  If you are still experiencing problems, this will require additional follow up from our **************** team.  Have you contacted them again?

  
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello this is ***** *****, I am a US citizen currently in Costa Rica. I have a forwarding mail service with iPostal1. On Oct 7 I requested they forward to me an important mail item via ***** with 5 day delivery. I am in a hotel so it is of upmost importance that it be delivered promptly or else I have to extend my stay and pay more hotel bills to wait. That is why I explicitly specified *****. Instead of sending my ***** which was specified in the order they sent it by US International Priority mail which is slow and also has no tracking number after it leaves the USA. It is totally irresponsible for a business that forwards mail to not note what carrier was specified on the order. Now I have had to extend my stay at this hotel waiting for this shipment by snail mail and today is October 24th. So this has cost me approximately $900 extending my stay here to wait for it (and rising). This particular iPostal1 location is ****** **** **** ********* in Reno NV. I expect them to reimburse me for my hotel booking since it was their mistake that is costing me a lot of money. Also in the past they have charged me storage for mail items that I had already picked up. They reimbursed me but only after I caught them and reported it to the corporate office.

  Business response

  10/27/2021

  Thank you for providing your report.  We do value your feedback.
  
  We have looked into this situation and also contacted your Mail Center.  The request to ship the mail item via ***** International Priority was specified by you as part of your shipping request, as you wrote.  However, you subsequently, sent an email directly to the Mail Center questioning the cost of the shipment and why the quote was so high.  There was some miscommunication due to your email and the store concluded from the email that they should send the item at a cheaper cost and therefore sent it with **** First Class International. 
  
  For this misunderstanding and inconvenience this has caused you, iPostal1 has issued you a courtesy full refund for your yearly subscription of $9.99 and $89.01 for a total of $99.00.
  
  Regarding your request to be relocated to another mail center, we are happy to assist you with this.  Our Customer Service team will contact you to get the necessary information.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since setting up this account, nothing has gone correctly. First it was verification documents that sat untouched, sent to an incorrect contact. Then, mail that was delivered there but never scanned. Requests for shipments that are not completed. Inability to reach them via phone during business hours and when I do get someone it's "can't you just come pick it up?". Refusal to accept a debit card that was once on the same account. This is not acceptable. I want my requests that have been sitting out there for two weeks processed immediately at NO CHARGE to me as an inconvenience for the delay.

  Business response

  11/10/2021

  Thanks for writing in to us. 
  
  We're sorry to hear that your experience with iPostal1 thus far has not been what you have expected. 
  

  We apologize for the delay in processing your tasks.
  
  Per your request and due to the inconveniences you have experienced, we have approved the free shipment of your mail to be forwarded to you.

  Our customer service team has reached out to you with additional information regarding the approval process for Form **** and with regard to any updates necessary to your billing information.

  Thanks for being an iPostal1 customer. 

  
  
  
  
  
  

  Customer response

  11/10/2021

  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 - the tracking was confirmed by ****.

  The immediate issue is resolved, now I have to figure out the larger issue of transitioning away from this specific location as it's clear they are understaffed and not ready to handle this like I was told they were.

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

  
  

*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. ↩