Neopost USA, Inc.

Review: [redacted] does not have nor have we had their postage machine. Our account was bought by Neopost and a representative contacted us. However, we did not enter into an agreement nor receive their postage machine. They have sent several notices to remit payment in which I have tried contacting their company to update their records. On July 8, 2013 I spoke with a representative [redacted] who stated he would dispute the invoice and keep checking on it and would call me. Never heard back from him and received a second notice of non-payment in September. September 23, 2013, I tried contacting [redacted] listed on the salutation of the notice and left her a message that we did not have their equipment and to please update their records. I never heard back from her and in November received a third notice of non-payment. November 18, 2013, I tried calling [redacted] listed on the salutation and received no answer. At this point, I stated we did not have a contract with them, did not have their machine, and found where there are several disputes of this same nature listed on several websites. I stated at that point, I would be contacting the Revdex.com to help settle this dispute. This has been consistent since October of 2012.Desired Settlement: I would like for Neopost to update their records and cease from sending any further request for payment and not contact [redacted] again.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

We were able to credit the invoice in question, [redacted], and deactivate the recurring charge from generating moving forward. There is no balance due on the account and the invoice may be disregarded. Attached is a revised copy of the invoice reflecting the credit in question.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I have repeatedly tried to contact this company to terminate a postage meter contract. The hold times are excessive and I never could get through. I went to their website and again REPEATEDLY sent in termination notices to this company, as my meter no longer complies with law and is useless and I do not want it and dont' want to renew my contract for it. THEY MAKE IT IMPOSSIBLE TO REACH THEM TO TERMINATE YOUR CONTRACT. THEN WHEN YOU FINALLY GET THROUGH THEY SAY OH, YOU WERE TOO LATE, YOU HAVE TO PAY TO TERMINATE. THEY ARE DEMANDING PAYMENT FOR A METER THEY AUTO RENEWED BECAUSE I NEVER COULD GET THRU VIA PHONE OR THEIR WEBSITE BECAUSE ITS IMPOSSIBLE, AND THEY METER IS USELESS AS IT DOES NOT COMPLY WITH LAW. Furthermore, they refuse to give out the address for return of the meter until they receive payment. I am ready willing and able to return this meter but they refuse to disclose the address for returns. this is extortion.Desired Settlement: waive the fee for termination and tell me where to return the meter.

Business

Response:

Thank you for contacting Neopost USA. We strive to resolve all our customer requests in a timely manner. Based on the customer request, fees have been waived, and return labels have been emailed to [redacted]

Review: We are trying to negotiate an early termination of contract. We have been informed that the only settlement would be paying more than the monthly rates would be over the contract period. We would like to negotiate a more reasonable offer, but have had no success in getting anyone to respond to email, registered mail or billing statements.Desired Settlement: We would like to terminate the contract for a postage meter, which we aren't using any more. We would like to negotiate terms that are more favorable than paying the monthly contract fees.

We are a public entity that relies on tax dollars to operate. We are trying to be more cost effective by using email, instead of postal service, hence our need to stop this contract.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

Our sincerest apologies for the delayed response to the request for a negotiated settlement amount on the early termination of the customer lease. Attached is a revised quote with a reduced buy out amount to terminate the lease. Once this amount has been paid, we may proceed with termination of the account.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the contract termination amount offered of $4,949.73 is the amount due if we continue using the postage meter for the remainder of the contract. We would like to request a pay-out of 50%, or approximately $2,500.00. We are no longer using the postage meter and would like to return it.

Sincerely,

Business

Response:

Thank you once again for your response.

As referenced within the attached terms and conditions of the agreement made between the customer and Neopost USA/[redacted], section 1 indicates the lease is unconditional and non-cancelable. Section 4 of the terms and conditions reference payments are unconditional for the entire term of the lease without any right to reduction or set-off. Finally, section 14 states the customer is responsible for returning the product at their own expense and will be subject to a processing fee.

As a gesture of goodwill we have reduced the buy out amount from the original $6,839.50 amount to a lesser $4,949.73 (of which includes $444.97 of past due amounts owed.)This waiver includes both the customer's responsibility for any future property taxes paid for by Neopost USA as well as administrative processing and shipment fees for the return of the equipment. Overall, this is nearly $2,000 less than the original quote.

To proceed further with the cancellation process, the amount of $4,949.73 should be paid and at that time return instructions will be sent to the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The original contract contained an unenforceable penalty in the amount of $1,889.77; therefore, Neopost isn't making a "gesture of goodwill" because their offer to settle is for the FULL AMOUNT of the contract. Note that our payment was not past due, we continue to pay in advance. I have spent multiple hours and effort in trying to resolve this issue with Neopost. I've phoned and written multiple emails and letters. Most have met with no response. Our offer is to settle for 50% of the balance due, or $2,475 and return their equipment.

Sincerely,

Review: Neopost charged the meter rental fee to the town's credit card monthly but then started sending a quarterly statement for meter rental, online rate maintenance and postal expense management. The contract which was for the monthly fee was supposed to include the scale, 5 accounts, Free online USPS rate updates and Free online postal expense tracking. This is double billing and when we did not pay the quarterly statement of $57.62 they locked us out of the meter. We have been trying to get this resolved since the first of August and as of today that still has not happened.I have spoken to several people in customer service and no one can explain why we are being charged this way. They have come up with several reasons that are not valid but they can't legitimately explain the charges. I just spoke with a contract specialist who wants me to sign an amended agreement at a reduced rate for the meter rental only. However, she can't give a quote on the quarterly fee because billing handles that. The problem with that is the original agreement we signed states that everything is included in the monthly price quote. So until Neopost acknowledges that we will not be able to reach an amicable agreement. When this started in August they said we had an open invoice from 12/16/12 in the amount of $57.62 then last week they sent a statement for $57.62 for 3/16/13 and 6/16/13. This was received after I sent copies of the credit card statements showing the monthly charge from Neopost because I was told they have no record of these charges. I am at my wits end trying to deal with this. I have been told everything from they have no record of charges on the credit card, to they don't bill on credit cards, to they can't make out the card number on the copies of the statements we sent them. We are in the process of sending the meter back because after two months I don't know what else to do. We have to be good stewards of the town's money and to pay double for services would not be responsible.Desired Settlement: Because I no longer have faith in or trust Neopost USA Inc I want them to refund the town the $85.82 in postage that is available on the meter when it is returned. Also, a representative that knows what they are doing should look at the rental agreement, what has been paid and what has been billed and determine what has actually transpired. If this is done HONESTLY I believe they will realize an error has been made.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

It was identified that the customer was billing under a second account in error. Account [redacted] showed three invoices and payments located in the amount of $16 which had been auto-charged to the customer's credit card in error. The auto-charge has since been removed from the account and the duplicate account has been closed. The customer has an active agreement billing under account [redacted] quarterly at $57.62. The three payments from account [redacted] totalling $48 were moved to cover part of account [redacted] invoice, [redacted]. The customer still has the following invoices outstanding on account [redacted]:

[redacted] Due Date 4/15/2013 $9.62 remaining

Review: I am filing this complaint on behalf of the company I work for. I have been in contact with NeoPost since April 4, 2013 about being double billed. I was told early on that they had merged with [redacted] and that they had been having problems with this issue but, would take care of it. I have since then had numerous conversations with various employees and each time I hung up had been assured the problem had been taken care of. It is now July 25, 2013, and I am still being double billed and have been turned over to an audit group called, [redacted] Now, when I call, no one returns my calls. The invoices I have paid for have the same account number as the duplicate invoices BUT do have different invoice numbers. I thought maybe we had two account numbers because of the merger but, that's not the case. They didn't have an issue with depositing my checks! I don't understand why it is so difficult to look in their computer and see the payments that have been made? I have volunteered to fax copies of checks, invoices, etc. but, they say they don't need it! I think they do! I went to the internet yesterday to see what kind of reviews they have received and several people posted reviews that are similar to mine. I am at the point of canceling my service when our contract runs out in September 2013. Of course, that, I am sure will be a disaster too!

Product_Or_Service: NeoPost Postage machine

Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Plain and simple, stop receiving duplicate invoices!

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

A credit balance was sitting on invoices for the old contracted agreement, and that balance was transferred to cover all newly outstanding invoices. No further payments are due at this time.

Review: We notified Neopost of our intent to cancel services on May 8, 2014, effective at June 3 contract renewal. We called and were give a case number to refer to and an email address to send a formal cancellation request. We did that, and received confirmation of receipt, as well as advice that it may take them 20 days to process. We did not hear from them again until they sent a past due letter in June for the next year's service. At that time, we faxed them copies of all paperwork, and rec'd no response. Then in July we got another past due letter. I faxed the paperwork again, showing we had cancelled, and called them. I talked to a very smart alecky man who told me they had failed to cancel and that he needed to give me a new case number and start over. I told him I had proof that I had made the request already, and faxed everything again. I then received an email telling me that we have to pay the invoice for next year in order to cancel. I wrote back and told them that we will not pay that invoice. They sent back an email saying that I can't reply to that email address, it is only for specific purposes, and that I have to call them again. They are trying to strong-arm us. The guy tried to say we had to give them 90 days' notice to cancel and that is NOT stated in any contract that we signed.Desired Settlement: I want them to stop dunning us for the next year's fees, and threatening us with $1000 fees for non-return of meter and simply give us return instructions for that meter. I want them to act like a reputable business. We were their customer for many years and these kind of practices to try to milk a former customer are shameful.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

In an effort to resolve the customer request and given the notice provided, we have processed the cancellation and credited the annual invoice in question. Return instructions have been sent to [redacted].

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Review: bate and switch contract renewal practices.

In May, 2013 I received a renewal contract for my postage meter. I then received several high pressure calls from the salesman telling me that the post office was going to cut me off if I didn't return the new contract ASAP. I faxed it back on May 23rd, 2013. I then received an annual invoice on 6/11/13 for $189.48. I paid the bill. On July 17, 2013 I received a new bill that was exactly the same as the previous bill I paid except that it was for $198.96. When I called to ask why, I was told that I signed a contract to increase the amount of my lease and therefore, I owe them more money for the extra amount.

Granted, I should have "read the fine print", but if I hadn't signed the new contract I would have not been billed more. I think this is really sleazy!!!!!!Desired Settlement: $10.15

Business

Response:

Business Response /* (1000, 5, 2013/07/31) */

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

Our sincerest apologies for the lack of explanation on the increase in charges. Fair market value of our products increases annually. Because the last rates received by the customer were evaluated in 2009, the value of the equipment has gone up since then, thus the increase in billing.

As a gesture of goodwill, we have credited the difference in cost in the amount of $10.15, but the rates will remain at the contracted amount moving forward.

Review: Our cr for the Law Office of [redacted] is [redacted]. Sales Rep, [redacted] promised and contracted a 30 day risk free trial for an IS-330 mailing system. We have decided not to keep the system. I have called [redacted] and emailed [redacted] almost a week ago with no response. I have also called customer service who transferred me to a supervisor's vm who did not call me back. I have also called customer service 2 other times last week with no response. Today I have called customer service who transferred me to [redacted] vm. I left another message. I called back and spoke with [redacted] who took another message for someone to call me. We are within the 30 day risk free trial period and would like to send the equipment back. We are waiting on a return FED EX label to be emailed to us (which was promised to us by customer service).Desired Settlement: I would like them to send me the fed ex label for returning the equipment & to acknowledge that we are sending the equipment back within the 30 day risk free trial period and that NO contract between NEOPOST USA, INC and THE LAW OFFICE OF [redacted] will ensue.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

We have received the formal request to cancel this account, which has been processed. Return labels along with instructions were sent to [redacted]

Review: In May 2015 I spoke to a representative of Neopost about renting one of their postage machines. I was in a contract with [redacted] but was just getting pricing information. I was told that I could get out of my contract with the Postal Service and a Neopost postage machine was sent to my office. I was then told by the [redacted] that I COULD NOT get out of my contract with them without a huge penalty. So, I called Neopost and cancelled my contract and they told me to expect a return label for the machine in a few weeks. I have called them several times and have been told that a label was on the way. I have spoken to two supervisors and they all told me they would handle this problem. Still nothing has been resolved and it looks like my contract is still open with them and was never cancelled.Desired Settlement: I want to get this huge box containing the postage machine for Neopost and want to cancel my contract with them and to have no charges, as I have been trying to cancel this order since DAY ONE. I want this machine out of m y office and I want this issue resolved once and for all. I will never do business with this company in the future.

Consumer

Response:

December 4, 2015 Dear Sir/Madam: I am happy to report that after filing my complaint with you, I received a return label the very next day so that I could return the postage machine sent to me by Neopost. Thank you for your help with this matter. Sincerely, [redacted]

Review: Beginning on or about April 22, 2015 we called Neopost asking to terminate our service and return our postage machine, since we no longer have a need to process postage inhouse. We were told we would have to pay for another year (an "automatic renewal" starting May 14, 2015) even if we decided to return the machine. We requested a copy of our contract and after several calls finally received a copy; we noted that the contract had expired several years ago, and there was no automatic renewal. So we again called to terminate our service and obtain a return shipping label to send our postage machine back to Neopost. We were still told we would have to pay for another year. Since we disagreed, we were given a "confirmation number" (reference number) and directed to email Mr. [redacted] at the "retention department" with our request to cancel our service and that he could provide a return shipping label. So we emailed Mr. [redacted] on 5/5/15 with the reference/confirmation number and business account and contact information and a detailed message requesting cancellation of our service and requesting a return shipping label. We informed Mr. [redacted] that we were very unhappy with the Neopost customer service. There was no response. We emailed Mr. [redacted] again on 5/12/15 requesting a reply and a return shipping label. We received an automated confirmation that our email was received, but no phone call or email back from Mr. [redacted] as of today, 5/27/15. On 5/13/15, we proceeded to deactivate our postage machine (going through the Neopost withdrawal process documented on their website) and package our machine for return. This was done on 5/13/15 PRIOR to their "automatic" renewal date of 5/14/15 as proof that we were NOT using the machine any longer. We have since received a letter stating that our account with Neopost is overdue. When I called the name and number on the letter it went straight to voicemail. I left a detailed message about my dissatisfaction and the continuing problem we are having with Neopost in terms of trying to get them to respond to our request to cancel our services and provide a return shipping label. I have never encountered such terrible service or difficulty getting a response from a vendor in more than 25 years doing business.Desired Settlement: We desire Neopost USA to close our account without any fees and cancel all outstanding invoices. We desire that Neopost take their postage machine back whether it is picked up or shipped at their expense (we have asked repeatedly for a return shipping label). We desire that our outstanding postage that was never used be refunded to us.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

As a courtesy, we have cancelled the account and sent the return labels to [redacted]. No further charges are due on account [redacted].

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I spoke to a representative in the cancellations department. I have asked to cancel our account. The representative refused to cancel our account or transfer me to a manager. He said that we can NOT cancel our account because we have not given 90 days notice to the prior to the auto renewal date of 04/22/2014.We DO NOT want it auto-renewing on April 22nd, 2014. I am not interested in lower rates from NEOPOST. I am not interested in EVER doing business with NEOPOST again.We had paid our account in full. We are not using the machine and simply want to cancel our account.Desired Settlement: Cancel our account, we've paid it in full. Send me the RMA and return label to return to return our [redacted] WJ20. Thank you,Case [redacted]Neopost Account: [redacted] WJ20 SN: 01xxx-xx-xxxx

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

The customer account cancellation has been initiated with return instructios sent directly to [redacted]

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: We contracted with Neopost USA for mailing and shipping needs. They send us a meter which was not compatable with our office. When we called them they send us a new machine. However they did not mail us the return lable for the old machine. Inspite of frequent reminders initially they did not send us the return lable. After a year and half they send us a bill for $250. It was for lease of the machine which we never used. However we had to pay that money so they donot spoil our credit. Now after about 3 years they say we have not paid money for the lease of the exisitng machine. We pay this company regularly. They say we owe them $550. If I dont pay they will spoil my credit. I finally paid $350 and balance next month.Desired Settlement: I have to pay money. There is no way out.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

We were able to locate the following invoices related to the returned equipment and have issued credit for all of them per the customer request:

[redacted] - $21.33

[redacted] - $21.33

[redacted] - $21.33

[redacted] - $21.33

[redacted] - $21.33

[redacted] - $21.33

[redacted] - $21.33

[redacted] - $21.33

[redacted] - $21.33

[redacted] - $21.33

[redacted] - $21.33

[redacted] - $21.33

Total: $255.96

Review: We had been working with Neo Post Hasler since 2004. In 2011 we were not using our machine and called several times regarding the pricing on their service. We returned the machine in June of 2012 and was told we didn't owe Neo Post Hasler anything, which I attributed to the fact that we had not been using their service, which they could tell because we were not adding postage to the machine. I received an invoice after returning the machine and called again and spoke to a girl named [redacted] October 1, 2012, who confirmed we didn't owe anything. We have received no bills or correspondence from the company for almost a year. We received a telephone call from a collection agency on Friday April 26, 2013 saying we owed money for Neo Post Hasler. I called Neo post Hasler again on Friday and spoke to a lady named Tanisha who said she didn't see where we owed anything to Neo Post Hasler, and I asked to be transferred to collections so I could confirm this. I was on hold for over a half an hour and finally had to hang up. I called Neo Post Hasler again this morning (April 29, 2013) and spoke to a lady named [redacted] to discuss the call we received from collections. She said we didn't owe anything. I again asked to be transferred to a supervisor, and was on hold again almost 1/2 hour. Finally I spoke to a many named [redacted] who said yes we owed them 396.00 for invoices. He said he could see we were not using the machine and even though their employees said we didn't owe anything and to just return the machine, I still had to pay that. I told him we had not been receiving any bills for almost a year and had heard nothing from them. He said he didn't know why they had not billed us and why we were told our balance was zero, but we had to pay them anyway. They have either been lying or incompetent. Are they just so hard up for money they cannot honor what they employees agreed to. Very disappointing and would certainly never trust their business practices again.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I believe they should reverse the invoices during the period we discussed since they told us we would not owe them and have confirmed twice we owed them nothing. They also never billed us since telling us we owned them nothing back in October of 2012 and then just turned us into collection. If we owed them all this time why would they not continue billing us.

Business

Response:

Business Response /* (1000, 5, 2013/05/15) */

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

Although the past due invoices are valid charges for services received from dates 1/2012 through 6/2012, we were able to verify the customer was misinformed that no past balances are due. Because of this, we will honor our original agreement, and are crediting all past due invoices to bring the account balance to zero.

We sincerely apologize for any inconvenience this may have provided.

Review: Our company closed 6 months ago and Neopost USA will not pick up their meter. Back in February of 2014, we contacted our local rep [redacted] ([redacted]) filled with postage. She was unable to help and sent us to [redacted] ([redacted]). [redacted] stated they were unable to add postage without a prepay. We asked to cancel the postage meter and she stated we must continue to pay thru the end of the contract May 2014. She stated our meter would then be cancelled and we could return it. July came and I contacted [redacted] and [redacted] asking for a cancellation as our contract was up. I was instructed that they could not return on the spot and that information would be sent through email. Nothing arrived. I then contacted ([redacted]) by phone in October, asking for a cancellation of our account and a return of the meter. Same information given, they would send me something via email. Nothing showed up. On December 2nd, I called the ###-###-#### number again and spoke with [redacted] ([redacted] I believe), she stated that they do not send out return boxes to pick up the meters and that a return postage tag would arrive to my [redacted] email within the next 24 hours. I asked to escallate and she told me that there was no one to escallate to and that, rest assured, I would receive an email to my private emails address. Nothing has shown up.

Today 12/23, I spoke to an [redacted] ([redacted]) at ###-###-####. She told me I had to send a request to cancel the account to [redacted] and that the account would not be cancelled until she received my email. I informed her of all the problems we've been having this year with getting a postage meter returned for a business that closed 6 months ago. She said it was too bad and that our account was put into auto-renewel now and that we would have to pay ~$700+ to cancel. She continued to argue and I just told her at this point, we are going to contact our business attorney and file a complain with the Revdex.com.

This is absolutely ridiculous, all the contacts we've been speaking with over this year. Neopost also has not sent any billing for having the meter the entire year.[redacted]Desired Settlement: We want to return the meter immediately. Please call US at [redacted]. We also did not authorize a auto-renewel of contract. We have contacted your company so many times that we just want the contract cancelled, your meter returned and the account at $0.

We do not want any sales reps calling. We want someone that is in charge to meet with us by phone and make arrangements to send a return postage tag and cancel our account.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

Per the customer's request, the cancellation has been processed and return instructions emailed to [redacted]. As there was no activity logged on the equipment past July of 2014, invoices issued after that date have been credited.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Neopost has not credited our account. They have sent us a bill for June - August 2014 in the amount of $168.16 for Invoice #[redacted] and their reps stated we owe $336.32 in order for the account contract #[redacted] to be closed.

Review: Per our lease agreement, it states "notify us in writing at least 90 days before the end of the initial term" to cancel. I sent a letter in 90 days prior. I had not heard back. I called on March 16th, and I was told that the letter was not the correct method of cancellation. I was told to email [redacted]. I stated in my email that I had sent a letter 90 days prior to cancel. Today, March 17th, I received a "temrination bill" for $924.64. I called and spoke to a rep named [redacted]. He stated that I needed to email or call in my cancellation request. I stated that I followed the terms of the lease by submitting my cancellation in writing. He stated that I could choose not to pay. I asked for his supervisor and left a message for [redacted].

Case #: [redacted]

Customer #: [redacted]Desired Settlement: We followed the terms of the lease. We submitted a claim in writing. We should not be billed for termination.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

A request received in writing 90 days before the contract end date is sufficient for cancellation purposes. Unfortunately we do not see correspondence for this request was received. If there is a tracking number for the mailed request, or evidence indicating a date stamp for the cancellation letter, we could certainly use this as proof of intent to cancel. Once provided, Neopost USA may base the termination request off of the original date received.

Review: I have been without a contract for 10 years- I gave 90 days notice to cancel our postage meter machine and pick it up from our premises. They are now saying I have a contract and can not cancel without paying a years of fees. Even our sales person told us we have been running without a contract when she wanted to upgrade our meter.Desired Settlement: Pick up postage meter machine and adjust billing amount owed to zero.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

The cancellation request has been processed and return instructions emailed to [redacted].

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: Held hostage by Neopost

Notified Neopost of cancellation in September 2015/retention specialist tried to convince me to keep using equipment/declined/now they say I must pay into 2016 even though local Neopost says I have a month by month contract/ they are making deduction from my checking without my permission/when you call number to stop checking withdrawal they just put you on hold. I have called many people at Neopost over the months /get assigned new "cancellation numbers" / they tell me not to take the equipment to local guy/not to mail back without the mailing label they will send in a couple weeks. This has been going on since September. Finally [redacted] tells me they will not tell me where to send their equipment until they feel satisfied the contract is complete!Desired Settlement: Send the address to me where I can return this equipment.

Stop billing me, send me written notice that my service is cancelled and paid in full.

Stop sending me emails saying me how great Neopost is (I know much better now)

Refund me anything you have deducted from my checking account.

Marilynn and Josh are the only polite employees I would like them commended or recognized.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

In response to your request, the cancellation has been processed and return instructions emailed to [redacted].

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Consumer

Response:

they sent me the address to send the equipment to and I have very carefully packaged it to return to them.the instructions they gave to contact them thru meter didn't work. I attempted to do this over 4 days and the line was busy and did not answer.

Review: My contract ended 01/20 .. I called in OCT 2013 asking how much would it be to cancel the services I have not used since july of 2013. I was told to wait till 2014 and call to cancel. I called 02/12/2014 to cancel my service and was told my account auto renewed and I was now responsible for another year.. I feel if the rep would have told me the account auto renewed I would have paide for the remainng 4 months when I called iin 2013Desired Settlement: I just want out of the contract for a service I havent used in more than 6 months with payment for 01/2014 and 02/2014 only

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

We have received the customer request to cancel, and after reviewing the account have determined we will cancel the contract effective the last billing date of 4/19/2014. Standard notice required per the terms and conditions is 90 days, but we have decided to waive the full 90 day notice requirement. This leaves a past due account balance owed of $471.59 which consists of previous postage downloads, equipment rental costs and finance charges related to previous billings.

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Review: Double billing of original contract already paid in full.

I am making a complaint about the service I have received from the Neopost Company.

I received my original invoice on 3/9/13 for $320.36, in which my company paid in full the $320.36 that was owed on 4/5/13 and the check was cashed on 4/11/13.

I received a call from a service rep at Neopost and was told they would be faxing a new invoice and that we needed to sign and get back per the Post Office and that my old machine the IJ25 was not being offered by Neopost anymore. I received the invoice from the rep the same day I received the phone call around the beginning of May 2013. Since my company already paid the invoice I was not in a hurry to sign the new invoice when I seen the price of the new machine that they were offering. I then received 3 calls from the service rep rushing my to sign this new agreement. After speaking with the Board and President of the company we chose to keep our current machine which has never given us a problem and continue on with the contract already paid for.

I was then ordered to fax the invoice back stating that we chose to keep the machine and then I asked him before I faxed it was our price going to increase, I was told no twice that since we chose to stay with our current machine I just needed to sign the contract and fax back.

On 5/7/13, I received yet another invoice from Neopost in the mail stating we owed $336.41, so I called and spoke with a service rep and stated that I was not told of an increase, then I was given a song and dance about the Post Office again and that I needed to make a payment. I alerted the rep that we already made a payment and the check had cleared the bank and we weren't paying anymore money because when I signed I was told that our rate would not change. I was given the song and dance about the Post Office again and I asked to speak with a manager. I was given [redacted] and she gave the same song and dance the rep did. I was never told that they funds that I originally paid would be credited or transferred to the new invoice I was told that I need to pay the $336.41 or cancel service (write a letter on company letterhead).

I ended the call realizing I would get no where and consulted our attorney. I was advised to write a letter to the President of the company explaining what was going on. I did and have not heard anything. I have written another letter hoping to hear something but I wanted to complain on here hoping that if I have not been heard by the head of the company that maybe the Revdex.com can stop the gouging that this company does.Desired Settlement: We would like to keep our original contract that expires on 4/7/2014, and we choose to renew at that time we will if not we will cancel.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

The customer signed a new agreement for a greater rate in April of 2013. The original paid invoice was credited at the time, but the funds had not yet transferred. A request has since been submitted to transfer the funds to their new open invoice. As a gesture of goodwill we have issued a one time concession credit for the difference in their old rate and new rate. Moving forward the contract will be billed for the newly negotiated amount.

Consumer

Response:

Our Company was contacted by [redacted] at Neopost on last week concerning the bill and complaint with Revdex.com. Our company did not in fact signed an agreement for an increased rate in April 2013 we paid the original contract in April of 2013 and received a call and a new contract that we were harassed in signing in May of 2013. The company does not like to take responsibility for their rude customer service department and although and agreement was reached last week with [redacted] to get a credit for the $16.05 increase it was also discussed that he would be addressing the Customer Service Dept in which handles the issuing of contracts. I am clearly not happy with Neopost and will be cancelling when the contract is completed April of 2015 because Neopost lies and when they call to try and correct a problem they end up creating new problems. I only got this action because I wrote into the Home Office and directed the letter to the President of the company. I have never received a bill for the correct amount owed and I just received a disruption notice dated 9/13/2013 on 9/20/2013 in the amount of $336.41. Mind you we have already paid the original contract and I was told by [redacted] that I was sent out a bill in August for the balance of $16.05. I have never received a bill for $16.05 I have been receiving bills for $336.41.

As for the complaint it has been resolved, as for the understanding about when the new contract was signed has not been. They change their records to suit each situation and each complaint which is not fair to the customers. When I asked about a cancellation fee I was told that my cancellation fee if I cancelled in April of 2014 would be $286 plus tax since we have a 2-year contract but we are billed annually each year.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Thank you once again for contacting Neopost USA. We sincerely apologize that we have not yet fully satisfied thisrequest.

According to the attached document, a copy of the signed agreement, this shows a two year commitment was agreed to at a monthly rate of $26.20. As the account is set up to bill annually per the contract terms, this would imply the customer will receive an yearly bill totalling $314.40 (not including taxes) during the term of the agreement. A credit request has been submitted for $16.05 which will bring the account balance for cr [redacted] to $0.

Review: We attempted to cancel our contract with the company before our contract end date which is October 22, 2015 but the company told us they automatically renewed our contract for one additional year already and they will not cancel our contract without us paying the full year contract out. This does not seem like a fair business practice to auto renew someone's contract for an entire without notice and not allow them to cancel this auto renewed policy when our contract has not even ended. They have auto renewed our contract to October 22, 2016.Desired Settlement: I would like our contract to be discontinued.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.

In response to this request, we have processed the cancellation and sent return instructions to [redacted].

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They have sent me instructions on how to close my account with them and as long as they keep up with their end I am happy with this resolution and this is all I asked them for initially.

Sincerely,