ComplaintsforChecks In The Mail

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On January 12, 2024, I ordered personal checks from this company and never received them.The order number is 00-116213559 and the bank account number is **********. I contacted three times the customer service via email but didn't receive an answer. They charged my Pentagon ************************* credit card for the checks on January 13, 2024.

  

  Business response

  05/07/2024

  Thank you for the opportunity to respond to Mr. ************************************** complaint.  Our records show that our Servicing Team initiated contact with him on 2/7/24 regarding the return of his package by **** as "moved - no forwarding".Following this, we received an inquiry from him on 3/4 seeking an update on his order. We promptly responded on the same day, notifying him that his order had been returned. Subsequently, the customer reached out again on 3/15, and once more, we replied promptly on the same day, reconfirming the return status and offering to process a replacement. There was no response to our emails; however, on 3/26 we received another email inquiry to which we promptly replied again reaffirming the returned status and extending the offer for a replacement. We emphasized the necessity for the customer to provide his shipping address to ensure delivery to the correct address. Additionally, we have sent an email to the ***************************** providing our previous email communications and advised him to check his spam folder, as it's possible that our responses may have been redirected there.  At this point, we have processed a full refund for non-receipt of his check order.  ***************************** has ordered many times with no problems, and we appreciate his patronage over the years.  We regret the inconvenience he experienced and hope that we continue to have him as a customer.

  Customer response

  05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************-morale

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered checks online. Received the checks and examined them to make sure the routing number, account number, and check numbers were okay. They were. After writing 8 or 9 checks, my financial institution called to tell me the checks were NOT okay. Across the bottom, after the routing number, account number, and check number, the number 44 appears on each check. My financial institution told me this is not acceptable and the checks can not be processed. Needing checks, I ordered some from my financial institution.I have not contacted Checks In the Mail. I don't know why the number 44 was added to the checks. I don't know if this is something done to all of their orders; if it is, it may cause problems for others.

  

  Business response

  04/09/2024

  Thank you for the opportunity to respond to *********************************** concern.  We have determined that there was an error as she stated in her complaint.  We have researched and provided feedback to the appropriate departments for additional training and accountability.  We have processed a full refund through Paypal for $15.88 and sent her an email regarding this credit on 4/2/24.  We also called & left a message that should she have any other issues from the error to contact Checks In The Mail at ************** as we would be happy to assist her further if needed.  We appreciate ******************** bringing this to our attention and hope that she finds this a satisfactory resolution.

  Customer response

  04/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered checks two weeks ago and was "signed up" for another company without my consent. When I call that company they say I have to call Harland Clarke to cancel the account. When I call ********************** the recording won't route me to a person until I provide my bank routing and account numbers, and zip code.

  

  Business response

  03/25/2024

  Thank you for advising us of *********************' concerns.  Our records indicate that she is not a customer of ********************** but is through our parent company Harland Clarke.  After, ******************* called and spoke with her, the complaint topics and customer service suggestions were forwarded and documented with Harland Clarke for resolution.  Below is the response from them.

  Research confirmed when ************** was placing her order, she opted in for a service we offer called *********** Plus. As she has expressed in her complaint this selection was likely incidental, so we have submitted a credit for the charge of *********** Plus in the amount of $5.36. Credits are processed within 2 weeks. The credit does cancel the coverage of *********** Plus. We apologize for any inconvenience ************** may have encountered.
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ordered checks from this company and received them on Nov. 13 2023. Never used any of these checks until Jan. 5 2024. The first check that we wrote came back because the account number printed on the ********************** is not correct. This is not a new account and have bought checks from this company many times in the past, So this was a repeat orded with no changes from previous orders. I have contacted them about this problem several times by email and they say they will contact me within ******************************************************************************** yet. I have since ordered checks from my bank. The checks I got from Checks in the Mail are useless to me since the account number is not correct.

  

  Business response

  03/02/2024

  Thank you for the opportunity to respond to *********************************** concerns with her last order with Checks in the Mail.  ********************* has ordered with our company for many years and this type of error is of great concern to us.  We were able to identify how the mistake happened with her account number and have provided feedback to the associate that handled her reorder.  We contacted ********************* on January 29, 2024, to discuss her situation and apologized for any inconvenience she experienced.  We thanked her for the long-standing relationship she has had over the years with Checks in the Mail and refunded her order in full.  Refund check #****** for $39.15 was mailed to her home address.  We hope that she is able to consider our company for future check printing needs.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We ordered registers for our bank account. They were delivered after about 2 weeks but they are not full sized registers. They are too small to right on and are unusable. When ordering from a check site I expect them to be check sized (not miniature).

  

  Business response

  12/21/2023

  Thank you for the opportunity to resolve ********************************* complaint.  The product that was ordered on our Checks In The Mail website was a register for a small debit caddy used for debit cards.  We have shipped ******************** an order of 2 standard size personal check registers on 12-1-23.  We do offer both sizes online and will review the descriptions to make sure the products are presented accordingly for consumers.  We have also processed an initial credit of $7.57 for the incorrect product on 12-1-23 and an additional credit for his original shipping charge of $9.95 that should post in the next few days.  ******************** should have received emails from Checks In The Mail regarding the replacement registers as well as the refunds.  We also called him today, 12/21/23, to confirm receipt of the correct registers but had to leave a message.  We sincerely apologize for any inconvenience ******************** experienced and hope that this resolution is satisfactory to him.  

• Initial Complaint

  10/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order (#** - *********) on September 11, received a shipment notice on September 13th and they have not arrived as of October 17th. 23 business days have elapsed, despite standard shipping advertised as only taking ***** business days. Have not received a response to my customer service inquiry, despite advertised 24 hour response time.

  

  Business response

  01/31/2024

  Thank you for allowing us the opportunity to respond to *************************** complaint about his experience with Checks In The Mail.  Our records show he placed his order online September 11, 2023.  He chose non-trackable delivery to ship to his **** box the same as he had done on his previous order.   Once we were notified that he had not received his checks, we responded whether he wanted a replacement order as we were unable to track his package.  We emailed again on November 23, 2023, asking if he wanted the same starting check number on a replacement.  Since there was no update,  we called and left a message on January 30, **** providing a direct phone number for his convenience.  We have processed a check refund for the amount he paid as well as sent another email to let him know that the refund was done.  It will be mailed to the **** box he provided on his order.  We sincerely regret that we have not been able to speak with him to confirm whether he eventually received his checks.  If ******************** has any questions or concerns that are unresolved, we would appreciate him contacting us as we would like to close his complaint to his satisfaction.
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered checks online from Checks in the Mail on May 24. I received an email saying my order was ready for production. My payment has already cleared the bank, but I haven't received the checks or any other communication. When I try to contact them, my message is undeliverable.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Checks were ordered from this company in early April. They arrived on 4/27/23 with the incorrect address on the checks. I was told then that new checks would be sent out and it would take 2 weeks. On 5/19/23 I was told they "were going through a security check and there was nothing they could do". On 5/23/23 I received the check WITH THE WRONG ADDRESS ON THE CHECKS, AGAIN. I was told on 5/23/23 that they would send me new checks with the correct address and I still don't have them. Now I've been on hold with them for 46 minutes. They don't answer their phone.

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went online over the weekend to try and buy checks via the website of the company checksinthemail. I entered all of the required information including my bank routing number but when I reached the very last two fields: state and zip code, it would not allow me to enter the information. Concerned that I had already entered potentially compromising security information I went back and deleted the information in each field. However, this morning I received an email ad from the company. I called and explained how disturbing it was given that I had deleted my name and email. ******* would not allow me to speak with a supervisor to assure me that my personal banking details had not been captured in their system.

  

  Business response

  07/18/2023

  We researched ********************* complaint and found that none of the information from his attempt at placing an order was retained in our system.  We have been informed he might have received a marketing email communication that is generated from cookies that are part of the digital footprint during the navigation on the web while putting items in the cart and attempting an order.  We called him to let him know that when he backed out of the order none of his personal information was saved in our system.  We mentioned should he want us to further research, he can forward the email he received to us.  However, ************ wasn't sure if he still had the email.  He was glad to get our call and know the outcome.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  As of 05/09/23 did not receive order purportedly shipped on 04/21/23. After searching Harland Clarke website for some way to make online inquiry, I was forced to resort to calling a number provided which is the typical phone system with one message after another. After navigating through the phone system to what should have been the very end where a person might actually provide assistance, I got a message that the office is closed. How ridiculous is that? Why not say that in the first place? This is really bad customer service.

  

  Business response

  06/06/2023

  We appreciate ******************* feedback on his experience with Harland Clarke and believe we have resolved this matter to his satisfaction.  *********************** placed his check order with First Class delivery service on April 21, 2023.  We informed ************** that his original order was lost in the mail and issued a goodwill credit for that charge of $29.95.  A replacement rush order with the following check range at no charge.  ************** will follow up with his bank to have them place a stop payment on the previous check order.  The replacement order is shown to have been delivered on May 26,2023.  We apologize for any inconvenience ************** may have encountered and continue to review our internal processes for improvement opportunities.
  
  Thank you for allowing us to respond and help with Mr. ****** concerns. 

  Customer response

  06/06/2023

  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.
  
  Regards,
  
  ***********************

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