Neopost USA, Inc.

I have dealt with other postage meter companies in the past and have never had them deny postage to me before, in fact just last year this company extended our credit so that we could get some emergency postage. This year that is against their policy. A little background. We use about $600.00 in postage each month and I send them a check for $600.00 each month. When I receive a statement each month my balance due is about $200.00 so I am actually paying in advance most of the time. In January, we use about $2,000.00 in postage so we usually go over our limit in January. I will be going back to [redacted] on our next renewal because they are much better to deal with and the credit line they offered was $6,000.00. The other fact I would like to point out is we have excellent credit so that is not a factor. Bottom line, I am willing to pay a little more for the equipment to get better customer service.

Review: Our business has leased a postage meter [redacted] for many years. Our historical practice is to cut a business check for our postage and after processing the check, we are able to electronically transfer the postage in the amount of the check. Our check #9626 cleared our bank on 5/28/14 for $300.00 and the postage was transferred as usual. Upon return from vacation, I received a bill dated 6/1/14 from [redacted] by [redacted] for $298.97 and authorizing a credit line of $9,000. When contacted on 6/13/14, I was told my check was placed in a "holding account" since I transferred the $$$ prior to the check clearing. Obviously, they had the $300.00 on 6/1/14 (date of invoice) since it cleared to bank on 5/28/14. I told the customer service that I did not authorize or approve any credit line and that the $300.00 check (placed in some "black hole" which they opened) paid for the postage transferred and the check should have been applied to the postage. Customer service told me that I had to authorize the transfer of the check in their "black hole" to pay the invoice & to request the account be closed. I informed customer service that I did not authorize nor was I going to request any such thing. I still have not heard from the company who gave me case #[redacted] on 6/13/14 & #[redacted] on 7/1/14 showing they were investigating. Now, I receive a second invoice charging a late fee & interest. I find that the company has opened a credit line and is charging our business, [redacted], illegally and without any authorization from this office. My phone calls and letter dated 7/1/14 to their billing department goes unanswered.Desired Settlement: I want a letter from the Company confirming that this account has been closed and was opened without any authorization from this office. The check placed in their "black hole" be applied to the payment of the $300.00 postage which was transferred. All service charges, late fees and interest be cancelled. And above all, this postage meter removed from our office as we will not continue to support a business which has such questionable ethics and fails to respond to any complaints.

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 original lease agreement signed in August 2010 included a line of credit available for postage downloads called [redacted] Postage Management. Please find attached the original agreement references this servce. The line of postage credit has always been available to the customer, but never used until a postage download was attempted without any prepaid funds available on May 27, 2014. The prepaid funds were made available only hours after the credit line was utilized. Because the credit line was used, a transfer of funds had to take place to cover the outstanding balance. We have completed the transfer balance and credited all fees as a courtesy to the customer. Based on the written complaint, we have also cancelled the line of credit so only prepaid funds will be made available moving forward.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is only a partial resolution. My attempt to transfer on 5/27/14 should not have happened based on historical practice of not allowing it; however, since the check cleared my bank on 5/28/14, they were in possession of the check on 5/27/14 and it was processed prior to the 6/1/14 date of generating this invoice sent to our office. I will need a letter from Neopost USA, Inc. stating what was outlined in their message to you and what the procedure will be to have this postage meter removed from our offices. Their actions and lack of response to my questions which forced me to file a complaint with your office shows just how unprofessional and unethical they are in their business's customer service. The first paragraph of their response to you clearly illustrates the doublespeak of this company. This has been going on since 6/13/14 - just how timely is that? and providing customers "with the highest standards of service in the industry" is a joke. It has taken 48 hours for you to get a response and information - it has been over a month for our business. Not acceptable. Provide me with a date and time for pickup of the meter - cancelling all future business and I will accept the resolution to this complaint.

Sincerely,

Business

Response:

Once again, Neopost USA would like to extend a sincere apology for any confusion the events leading to the complaint may have caused. The typical written notification requirement utilized the Revdex.com complaint as adequate documentation to proceed with cancellation of the line of credit and authorization to transfer funds. The customer may use Case [redacted] as a point of reference to confirm all actions completed surrounding this issue. If the customer would like to discuss terms of cancellation, they can certainly contact Neopost USA at ###-###-#### for further details.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Again, Neopost's response indicates their lack of understanding of how unprofessional and unethical their actions have been and continue to be and just how their actions (or lack thereof) effect us as a small business. Today, I received a copy of Neopost's transactions report for account [redacted] (our account) which shows the date of 5/27/14 when the postage was transferred. They had our check for the postage and it also verifies that this same check was deposited on 5/27/14 and my bank verified the check cleared on 5/28/14. This allows time to update their records prior to generating a invoice on 6/1/14 for unpaid postage. Instead of applying this payment to the postage transferred, the company opened a credit line of $9,000 in our name and began to apply interest and finance charges while they held our funds in a "lockbox" which is also noted on the Neopost transaction history.

Confirmation from the company shows this lease expires 12/21/14. The customer service department outlined the procedure to cancel this lease as of the expiration date which will definitely happen as we will never do business, nor support this company in the future. We will fulfill our obligations. The customer service representative also advised me that I needed to cancel prior to 90 days of the expiration date or the lease would automatically renew and force us to continue to do business with this company. Based on the copies of Neopost's own internal records, showing their unprofessional and certainly questionable business practices, I will not accept their insincere apology and will not close this complaint. I cannot even get a written response from the company acknowledging their error and taking responsibility for their actions. This company has required our small business to expend far too much time and effort to rectify an error which should have been taken care of with one (1) simple telephone call. Almost two (2) months and needing to involve the Revdex.com to get this taken care of is certainly not "taking care of your customer". I sincerely hope this complaint stays on file with the Revdex.com and is made available to anyone researching Neopost for business purposes. Large companies such as Neopost have so many levels (where no one is held accountable) that the customer gets lost in the shuffle and when there is a problem the customer usually comes out on the losing end because no one knows what the other is doing. Shame on you Neopost.

Sincerely,

Business

Response:

Thank you for your response. Regarding the perceived misleading practices the customer is referencing in the disputed statement, please look to the attached signed lease dated 8/30/2010 which stipulates that the [redacted] Postage Management line of credit was checked when originally signing the equipment agreement. Although the customer did not utilize this line of credit prior to May of 2014, it was made available to the customer since their lease commenced in 2010. Unfortunately this was not leveraged until the customer remitted a payment for postage which cashed on May 27, 2014. The check in question posted to the account only hours after the funds had been drafted from the line of credit. Funds are not automatically moved between prepaid postage accounts and credit lines without written authorization. Because the customer submitted the written dispute to the Revdex.com, we were able to leverage that written documentation in order to transfer the funds.

It is not the intent to mislead the customer on the types of funding options or services they have available to their individual accounts, and we once again apologize if the customer feels they were not properly educated on the [redacted] credit program at the inception of service. In an effort to abide by the customer's wishes, we have since cancelled the line of credit and reversed all fees.

Review: We have been a customer of Neoposts for 13 yrs or more, of course it was 13 yrs ago that the contract was filed away. 2 yrs ago I renewed our companys contract with Neopost. I received a phone call September 2012 stating that we never renewed our contract. I had asked if we decide not to renew are there any fees, and I was told that there was not and that the invoice does not automatically renew unless we were to pay our contracts invoice. As I stated previously, I then decided to renew for an additional 2 yrs, which means our contact was set to renew on July 3, 2014. A woman by the name of [redacted] sent us a renewal form and I contacted her on July 3, 2014 via email to go ahead and cancel our service and to not let anything renew. If there were further instructions on our end I assumed she would have let me know. And since I was told 2 yrs prior that if we wanted to cancel all we had to do was not pay the invoice and not renew; this information was told to me by a [redacted]. Again, I did what our company was supposed to do to the best of our knowledge but Neopost did not do what they were supposed to do to the best of their knowledge. They were fully aware what would happened and what would be charged to us if we did not renew or cancel on time. I feel set up and deceived. Somebody could have notified us, like that [redacted] I was contacted by to renew. Just today she was telling me about what our contract says so she knew exactly what would happen and someone should have contacted us sharing this information. Again, I was going by what I was told 2 yrs ago when we last renewed; I had no clue we would be charged a termination fee! Even though I did technically cancel by or before our renewal date of July 3, 2014. Neopost withheld information just so they could charge us with a termination fee for wanting to cancel their service.Desired Settlement: I want the termination fee waived for our cancelation because other steps could have been taken by Neopost, especially with this [redacted] who only responds to emails when you tell her you will be reporting her. It took her 2 weeks to respond to my first email and she never responded to my 2nd email, but when I email her saying I am reporting her all of a sudden she is emailing me back within 20 minutes or less. Contract # [redacted].

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 account has been cancelled with no further charges outstanding. The return instructions have been emailed to the customer at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]2, and find that this resolution is satisfactory to me as long as they keep to their word and we will not be charged a cancellation fee or any other fee associated with the cancellation and return of the postage machine. I will be in touch with the Revdex.com should anything arise again in the future in regards to this specific complaint.

Sincerely,

Review: An employee that was released from her position got our congregation into a contract for a postal machine that is not cost effective for our church. We have completed 14 months of a 60 month contract. I contacted the company to get out of the contract and they gave us a buyout quote as if we have not paid anything. They also said they would sent out a representative to see about a smaller machine for a lower cost and it has almost been a month and still no rep. after being contacted twice about this issue over the past month. The cost is over $6000 and then there is a separate fee for the postage that is supposed to save us a penny from regular mail, but with our limited use and cost of the contract we are losing a lot more than it is worth.Desired Settlement: Released from contract at a minimal additional cost.

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.

After receiving the customers response disputing the buy out amount, the customer indicated they would like to renegotiate an agreement for a smaller machine. The request has been submitted to the local sales office to review their equipment options.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that it is passing the buck. Their company said that they can't do anything for us.

Sincerely,

Review: I have been trying to get this companies product ([redacted] mailing machine) removed from my location. I have worked with the local dealer ([redacted]) ###-###-#### and also sent a request at their direction to the Neopost USA directly. This letter was sent 2-18-14 via fed ex. No respose has been received. When I contact the local service for assistance they "will call me back" and don't. Then I call again and "they will look into it and call me"....they don't. I sent a requst on the Neopost USA corporate website for service as well. I just want them to come get their equipment. It should not be this hard.Desired Settlement: Come get your machine!!!!!

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 processed the cancellation on the customer account and return labels as well as instructions have been emailed to the customer at [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 sent a letter a year ago to [redacted] stating [redacted] ISD intent to terminate our lease upon completion. After receiving a invoice for this terminated lease I called the company and was told the lease had automatically renewed.Desired Settlement: I would like the lease terminated and receive no more invoices.

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.

Your request for cancellation has been processed and return instructions have been 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,

Neopost is a terrible company to deal with. They are constantly trying to sell you, but don't have anything resembling customer service. I told a representative over 5 months ago I was going to terminate and return the machine at the end of my current lease. Now they are saying that because I didn't do that in writing (the representative didn't say anything about that), they have extended my lease obligation by another year. Borderline fraudulent.

We have used Neopost/Neofunds for years and continue to have the same problem over and over. We send mailings on a daily basis, about 1000 per day. We spend minimum of $15,000 per month in postage and use the online system to make payments. The continued problem is the delay in posting payments to the account, unavailable funds to download to the machine, ultimately stopping your business. A customer may call until they are blue in the face with answers of it can take 24 to 48 hours to post, yet the money has already been taken from our business account. We have requested a temporary increase in the limit, they said that can take 48 hours as well so there is no immediate way for them to resolve the urgent issue. The response I received today, was "that is the government" Comforting!

Review: We rent a folding machine. Every time we use it it creates an error Transport failure. On average we fold anywhere from 1200 to 1800 per month. Everytime we use the machine a technician needs to be called. We have this problem every month. Never gets fixed never a solution. We have asked numerous times to be released from the lease and a credit to the account. We are just sent out a technician. This is not solving the problem. Not only does this cost us time which is money, but is also costing us in printing since the machine destroys the printing materials and the envelopes it destroys. On average this machine not only costs us the lease but over 200 dollars a month in time and printing that needs to be redone as well.Desired Settlement: We want reimbursed 600 dollars for time and material lost as well as out of our lease.

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.

An appointment has been set up for a technician to visit the customer premise and observe a mail run. They will offer suggestions on ways they can prevent machine jams to eliminate any future errors.

Consumer

Response:

Review: [redacted]

I am rejecting this response because

Review: Called to cancel service 4/23/14 and requested instructions to return meter. Required to submit online request. I then submitted it online. Received reply to online request 4/23/14. Required to call and listen to pitch to "save" business. Declined and asked how to return meter. Was told we would get email instructions. None came. Called 5/13/14 asking for instructions to return meter and that we received an invoice for next year service erroneously as we had already cancelled and just want to return meter. Cust service rep [redacted] indicated he would add notes to case 1-[redacted] and we would get email within 5 days on how to return meter. No email came. On 5/20/14 called at 11:20am and rep [redacted] said he was in repair dept and put me on hold to get the billing dept. After 15 minutes [redacted] picked up and indicated they do not give out information over the phone on how to return the meter and I would receive an email. put me on hold.She came back and indicated it was stuck in the contract dept. I asked to speak with them. She declined. She would not give me a name of anyone in the contract dept. She would not tell me how to return the meter.Desired Settlement: I want to return the meter. I want them investigated as this is a defined strategy to attempt to keep people from returning meters until after contract expiration so they will be further financially obligated.

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.

Based on your request, we have expedited the process and an email has been sent with the full buy out amount due in order to proceed with cancellation. If there are any questions regarding the termination amount, please have the customer contact us at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the company is indicating that we were required to notify them 90 days in advance of termination (instead of the 6 weeks we gave them)even though the meter is being decommissioned by the post office and is unusable going forward. When I asked for a copy of the contract to verify that the 90 day notice was required, they indicated it would take TWO WEEKS to get a copy of the contract (which is coincidently AFTER our contract expiration date, which would obligate us for another year). As I have indicated previously, every action this company takes is to draw out the process of our returning the meter to attempt to obligate our company past our contract term. We are now taking our situation to the media (and social media) to ensure that no other customers are entrapped by this company's processes. Luckily my husband is a producer for KSD news.

Sincerely,

Business

Response:

Thank you for contacting Neopost USA, Inc. Based on your response, I have confirmed the IJ35 product is not being decertified. The product will continue to remain available for our existing customers. If the customer feels they would like to continue to dispute the buy out amount or for further details about the breakdown of the buy out quote, please have the customer contact us at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have it in writing from the salesman that the METER is being decommissioned by the post office. There is not different meter that will fit the machine so we would have to buy or lease a new machine also when the machine we already have is fine. I also paid the money to terminate even though they have NOT been able to furnish a copy of the contract proving that is required. I still have NOT received any instructions on how to return the meter.

Sincerely,

Business

Response:

Thank you for your response. If you could please provide a copy of the original communication indicating the meter is being decertified, please provide it so we can proceed.

Review: A [redacted] Lease Agreement signed by myself on 10/24/13 along with Neopost. The intent of that agreement was to have their equipment arrive in our office on 11/25/13, which was clearly spelled out & which was acknowledged through coordination emails & conversations with [redacted]/Neopost. [redacted] also agreed this date was correct during a phone conversation with me personally on, 11/7/13. I specifically stated that we did not want any equipment before that date & she agreed that she would make sure it was delivered on that date by overnight delivery on the 24th, which is a Sunday. [redacted] later agreed to have an overnight delivery set up on Fri., 11/22 to assure it would be here on the 25th. Our Initial Term of this Lease was to begin on the earlier of either the date the Products are installed or five (5) days after the Products are shipped by the Supplier. Therefore, the Initial Term for our intended Lease was not to start until 11/25/13; the date of installment, or 11/27, 5 days after shipment.Per 10/24/13 [redacted] Lease Agreement which states; The applicable agreements will become binding on the companies identified above only after an authorized individual accepts your offer by signing below, or when the equipment is shipped to you. The equipment has not been shipped to us therefore we are not bound by this agreement. On 11/8/13 we notified [redacted] along with [redacted] Pres./CEO-Neopost in writing that we were withdrawing our offer to enter into the Lease & any other agreements with Neopost & that we were voiding the 10/24/13 [redacted] Lease Agreement. Our basis for making these decisions was based on 2 main factors; 1) The postage equipment was shipped to our office without our permission & attempted delivery on or about 10/30/13; less than a week after we signed the agreement. This said [redacted] shipment of their equip. was returned as "Refused". 2)11/8/13 we received an invoice for equip. which was never received & to this day do not have, nor were we supposed to have.Desired Settlement: Since 11/8/13 we have continued to receive notices of past due invoicing & have spent an inexhaustible amount of hrs. with [redacted]/Neopost billing & customer svc personnel. All of which promise to take care of the situation & cancel our contract that should have never become effective since equip. was never delivered. We HAVE NEVER HAD A VALID LEASE & to see our name with a lease number is disconcerting. My desire would be to have this issue resolved once & for all & no further invoicing.

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 request of the customer, the contract as been terminated as null and void and all outstanding invoices have been reversed with nothing due on the account. As the original shipment was refused, there is no equipment to send back, therefore this issue is now closed with no further action required.

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

Review: Contract with Neopost indicates it is a 12 month contract (24 month is NOT checked). When I requested the equipment be returned (90 days prior to end of contract) they informed me it was a 24 month contract. I have attempted to contact them regarding this, but they are not following their contract.Desired Settlement: According to the contract, they are to provide me with a return authorization number so I can ship it when the contract is over. Need return number and place to ship it to.

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 check box in the contract agrees to the terms of the agreement defined indicating it is a 24 month agreement for $12.95 per month. That is the agreed upon rate that the customer has been invoiced. Because there are no other options, that is the sole offered rate within the signed agreement, therefore the terms they will be held to contractually. If the customer would like to dispute the early termination penalties any further, they may contact us at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The company indicates that the checkbox indicates that it is a 24 month contract. If this was checked that would be correct. However, it is NOT checked and the other boxes are checked. If their response was valid, why would other boxes be checked? Their response is not consistent with the other checkboxes nor their own explanation.

YES was checked.

24 months was not checked.

Included services was checked

Checkboxes by definition are options that when CHECKED indicate that an option has been selected. This option was not selected, so the option was not exercised. Thus this was not a 24 month contract but a 12 month contract.

The company has been notified within the agreed upon timeframe of the cancellation and may contact me at ###-###-#### to return their equipment by July 2014. If they do not provide instructions by 15 July, 2014, then they are in breach of contract. Additionally, the Arizona Attorney's Generals office will be notified as they are in violation of their contract.

Sincerely,

Business

Response:

Thank you for your response. On the attached agreement, there is no indication of a 12 month term. Is there some documentation the customer might be able to provide indicating the agreed term was a 12 month commitment?

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Company requests documentation of a 12 month term.

Please note the box #2, that says 24 months is not checked.

This indicates that it is not a 24 month contract, thus it is a 12 month contract as the employee stated at the time of the acceptance.

All other boxes that are required are checked, which are appropriate for a contract to indicate an accepted condition.

An unchecked box indicates a non accepted condition. This box (24 months) is not checked, which indicates it is not accepted.

Sincerely,

Business

Response:

In response to the customer’s last concern, because there was no other option listed within the contract that term would be the default term and the term that was executed by the signed agreement. As a measure of goodwill, we have reduced the buy out amount for the customer to $111.99. If the customer wishes to pay the buy out amount, we may proceed with cancelling the agreement.

Thank you,

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: My experience with Neopost has been nothing but a bunch of RUNAROUND to cover UNJUST practices.It is just that simple, a lot of transferring with long wait times so nothing ever gets resolved - purely a horrible company with no documentation and inconsistencies...despicable business practices. I was told we were not under contract so I could shop for other vendor - I changed vendor and have been trying to return my equipment and cancel the account ever since. After emails which took over one month to process, 3 different case numbers, I am told we have a contract that renews automatically. I want out and I want me postage returned. I now need to write a letter to that affect...because my other written request is not valid...or is my case #?? and this will again take up to 30 days.Desired Settlement: I want to return my machine; I want my postage money returned and I will not pay for months that this machine has been sitting here waiting for someone to take care of these issues.

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 reached out to Neopost USA and a request to cancel was initiated. We are awaiting a request to be submitted in writing to proceed. If the customer would please provide the request on company letterhead, we will expedite the request to completion.

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

At this time, a letter has been sent, I will await a response. Thank you.

Sincerely,

Business

Response:

Thank you once again for your response. Would the customer be able to provide a copy of the letter so the request might be expedited?

Consumer

Response:

Please see attached letter which was mailed 4/8/2014. [redacted]

Review: A former employee of this company entered into a five-year agreement with NeoPost without the knowledge of or prior authorization by our Board of Directors. She did not have the authority to make such a decision or sign the contract. This was a violation of the organizational bylaws which states that the President signs or authorizes any contracts. The employee then left the company only weeks after signing said contract herself. The organization was not told about the lease, nor did any of them reside in the state where the equipment was leased. On April 18, 2012, we received our first surprise lease payment. Our organization attempted to cancel this contract in April 2012. The contract had been established March 6th, 2012. On May 16, 2012 we were met with a $4,684.71 termination quote. NeoPost refused to work with us and would not cancel this fraudulent contract. Up to this point, we have had terrible customer service with this company, waiting on hold for up to 60 minutes. This company turns off your machine without any notice and you have to reach out to them to find out what happened, again waiting on hold for 30 - 60 minutes at least. Not only this, but we've had to pay for ink cartridges even with the maintenance plan as part of our lease. Now that the [redacted] has changed their requirements on parcels, NeoPost has become exactly the same service as stamps.com. We are being charged an extraordinary amount of money each month for a product which has now become a scale. When I called Customer Service to see if we had any options for changing out our machine to something more practical for our needs, seeing as how our current machine can't do anything but letters, I was met with the response that there was absolutely nothing they could do. Our only option was to buy out the rest of our lease. We should not have had to keep this contract in the first place. Calling this company within one month of it's initial lease and asking for it to be dissolved, for an extremely legitimate reason, and having that rejected, is terrible customer service. We no longer want to be associated with this company.Desired Settlement: Our organization is asking to have our contract cancelled, without any termination fees, and our remaining postage balance refunded to us. We will return the machine ASAP when our contract has been cancelled. We do not wish to have any further relationship with this company.

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. An agreement was signed in 2012 for a five year term commitment on a leased piece of mailing equipment. The customer did inquire about cancellation after initially signing the agreement. At that time the terms of the agreement were reviewed and a buy out quote was generated. The buy out amount was not paid, and the customer has been using the service since that time. Recently the [redacted] has implemented a new postage package regulation that requires a specific format for tracking to receive commercial rates on packages only. The customer has the option of purchasing a software solution to supplment their equipment in order to abide by the new regulation. If they choose not to purchase the softward solution, the equipment can still be used, but will not receive discounted commercial rates. This new requirement nor the contract have changed the terms or use of the equipment, therefore the customer is still responsible for the five year term of agreement. If the customer would like to proceed with cancellation, they can submit the request in writing for processing.

Consumer

Response:

Review: Our postage meter contract with [redacted] was ending and we decided to try to get a less expensive postage meter. We found Neo post on the internet and on 10/20/14 we faxed an order form to [redacted] ([redacted]. We received a postage meter that was much larger than the one we had and did not fit on our small front desk. My front desk called Neopost numerous times to ask how to load the new meter and she was placed on hold many times and did not receive an answer. It was then that I realized that Neopost makes it easy to enter into an agreement with them, but does not provide appropriate customer service. I then read on line how unresponsive Neo post was and how many complaints there were. We are a small, very busy office and realized we did not have the time or the energy to deal with an unresponsive company and decided to "cancel" our contract and return the meter. My front desk called a number of times and was told we could not cancel. At the beginning of November, I personally called [redacted], and her very obnoxious attitude and response was essentially "Too bad. You already signed the contract. You should have read the online reviews ahead of time. You have to pay for the entire 36 months ". I asked have her supervisor call me, which she assured me he would, and he never did. On November 12, my front desk contacted [redacted] to ask how to send the meter back. He said that within 20 business days a [redacted] label would be sent for us to mail back the meter. A label never came and then January 7,2015 we receive essentially a collection letter from [redacted] saying that our termination request is pending and that they had " tried to reach us by phone and was unable to" and we were to sign a cancellation request telling us we owed $1101.30. The termination email was post dated 11/17/2014 and the quote was good till 12/17/2014. We never received any calls or emails or return labels. The complicated way we are shuffled from one employee to another, the size of the meter, the nonresponsiveness and frank rudeness of the some of the customer service people, further reinforces the decision to not deal with this company. I refuse to pay for 36 months of non existent future service and any normal company would honor the decision of a customer to cancel service BEFORE IT EVEN BEGINS. Our cr is [redacted] Our case number is [redacted], our contract number "to be cancelled upon receipt of payment " is [redacted]. our "invoice number" is [redacted]. We would have been fine to use Neo post if they had a responsive customer service. They do not and we don't have the time or resources to devote to chasing postage meter problemsDesired Settlement: We would like to return the postage meter, we would like a mailing label so we can do that and we do not want to pay for 36 months of service with a company that we want nothing to do with. We also want to register a complaint with the Revdex.com because I feel that this sort of business practice is predatory and unethical.

Business

Response:

Thank you for contacting Neopost USA. In an effort to resolve your request, we have processed the cancellation at no fee, and sent return instructions to [redacted]. Thank you once again for allowing us to assist in this matter.

Review: My Business "Gygr-Gas Service, Inc" leased a postage machine and used a "Total Funds By Hassler" postage credit account for a number of years. We returned the machine and paid our final postage bill in July of 2012. Neopost personnel tested the machine by charging $600.00 in postage on our "Total Funds Account" using the machine. After much problem this has finally been credited. However, they have charged us another years rental and penalites and interst on the rental and the $600.00 wheich was credited off. We are receiving "robo collection calls" for the unpaid $216.02 charges on our "Total Funds Account". After numerous phone calls and many emails to [redacted]@neopost.com, proving my points - I have received nothing. Today I am told to email my info to "[redacted]@neopost.com" (their finance/collection department)which I have done. This department has no phone number to call to handle these problems with voice. We rented the machine and took good care of it, paid our yearly rental fees, paid our "Total Funds" account in full, followed the instructions given us to close our account, returned the machine and paid our final bills. Our Account# XXXX XXXX XXXX XXXX

Product_Or_Service: "Total Funds By Hassler"

Account_Number: XXXX XXXX XXXX XXXX

Desired Settlement: DesiredSettlementID: Refund

1. Clear all billings on the "Total Funds Account". 2. Close our "Total Funds Account"3. Send confirmation of 1 and 2 above in writing above a persons signature and contact information.

Business

Response:

Consumer Response /* (-101, 5, 2013/07/19) */

From: [redacted] (mailto:[redacted]@gygrgas.com)

Sent: Friday, July 19, XXXX XX:XX AM

To: [redacted]@ct.Revdex.com.org

Subject: FW: Account # XXXXXXXXXXXXXXXX Will [redacted]

Friends,

I just filed a complaint on this Company with you. There was no method to link email on the form so please attach this to my complaint.

Gygr-Gas Service

XXX-XXX-XXXX

[redacted]@gygrgas.com

From: [redacted] (mailto:[redacted]@gygrgas.com)

Sent: Friday, July 19, XXXX X:XX AM

To: 'POC Administration'

Subject: FW: Account # XXXXXXXXXXXXXXXX Will [redacted]

We returned the Hassler postage machine . To test it, YOUR people charged $600.00 in postage to our "Total Funds Account". Finally the $600.00 has been cleared from the account. Now we are billed 216.02 in rental, penalties and interest for the machine and $600.00 billing and on and on. Attached are copies of emails I have sent to clear us to zero. We have been receiving collection calls and I want them stopped. WE OWE YOU NOTHING. I demand an email from your department acknowledging you received this email TODAY and an email stating our account is cleared to zero when that occurs.

XXX-XXX-XXXX

[redacted]@gygrgas.com

From: [redacted] (mailto:[redacted]@gygrgas.com)

Sent: Friday, June 28, XXXX X:XX PM

To: '[redacted]@neopost.com'

Subject: Account # XXXXXXXXXXXXXXXX Will [redacted]

Here is a copy of my letter to you emailed in February and the current billing for machine rent, penalties and interest. Please, Please, Please get this cleared off and ended. Enough is enough. We have not had the machine for many months now. Please send me a confirming email once this is cleared all to zeros, so I know it is done.

Will [redacted]

XXX-XXX-XXXX

[redacted]@gygrgas.com

Business Response /* (1000, 6, 2013/07/25) */

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 the request, all late fees and finance charges have been reversed under Totalfunds account XXXX-XXXX-XXXX-XXXX with nothing further owed. The cancellation of service has been processed as well, with no further action needed.

Review: We originally received phone calls regarding the renewal of our postage machine and when we tried to cancel, the representative Mike N[redacted] gave us a hard time and then said we had to pay a cancellation fee. We eventually received an invoice in July for the renewal. When we requested a copy of a signed agreement by us to these terms, he wouldn't provide it and then we are being directed to other department. I see this is a typical scam for Neopost. They are a very shady business. We simply want to cancel and return the equipment but no one will help us.Desired Settlement: We just want to cancel the rental agreement and return the equipment.

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 with no early termination penalties and submitted return instructions to the customer at [redacted]

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

Review: I first contacted Neopost billing as we had paid our bill and we were still receiving a bill showing a past due amount that we had paid and they had ran our check. They told me we had to contact customer service at Neopost, I contacted them on 10-28-13 and I was told to forward them a copy of the check front and back to verify that they indeed receive the funds. I was told that I needed to write a letter and email them stating to move the funds from holding and apply them to our account. On 11-12-13 I received another bill with past due and interest, I again contacted Neopost customer service and explained that I was assured the last call that things were handled and our account billing was corrected. I again emailed the letter and the check to the customer service lady. On 12-9-13 I received yet ANOTHER past due bill and a letter stating that we were delinquent on our account, I called again and wanted to know what was going on and why after this many months had this not been handled?? I was told again yes this is handled, I told the gentleman that I need proof from a revised bill showing this amount credited to our account, still nothing and the number I received from him is a fax number not the direct line he assured me of. We still have no proof other than his word that this is handled. I think our company has been more than patient with Neopost.Desired Settlement: I would like a corrected bill showing all late fees and our check applied to our account. I do not want any other past due letters for a bill that was paid and the check cashed.

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 the customer request, we have confirmed the $500 payment has posted to the correct account, and all additional fees have been waived. The account balance is $0 at this time. The invoicing cycle will only generate every 30 days, however the customer can go online to [redacted] and log in to view their neoFunds account balance under the myPostage app. This will reflect the current balance of $0 as proof that the request has completed.

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

Consumer

Response:

Review: 9[redacted]

I am rejecting this response because: As of now we have been told several times that our bill was corrected and our balance was zero, we have yet to receive a bill backing up this statement. I will not accept anything until we receive a corrected bill in our office from Neopost.

Sincerely,

Business

Response:

Thank you once again for contacting Neopost USA, Inc. As previously indicated, the statements only generate monthly. The next statement is set to generate in February. When the next statement is generated it will be sent displaying the zero dollar balance. In the meantime, the customer can go online to [redacted] and log in to view their neoFunds account balance under the myPostage app. This will also reflect the current balance of $0 as proof that the request has completed.

Review: I have had billing issues and customer service issues I have been attempting to resolve for a month with Neopost.

It is difficult to speak with a customer service person who can assist.

Neopost solicited my business by phone August 2015. An agreement form was faxed to my office, at no time did the representative state that this agreement was non-cancelable nor was that stated on the agreement.

I have been trying to speak with someone regarding my account, and it was not an easy process. I have finally spoken with a supervisor, and have been informed it can take up to 30 days to receive mailing instructions to return the postage meter, however my case is being escalated.Desired Settlement: I would like my account to be cancelled, and the remaining 30 month charges waived. I would like to see that Neopost change the agreement to clearly state NON-REFUNDABLE.

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.

Please accept my sincerest apologies for the delays in processing. A request was submitted for cancellation, but in order to proceed, something in writing from the customer is required. Please have the request written on letterhead so it may be attached for the account file. Once that is submitted, we can have it further expedited and return instructions sent. Thank you so much for your cooperation.

Review: March 2013 our postage meter machine malfunctioned and failed to work. This machine was sent to us from the business in question hereafter referred to as the "business". This was reported to the business however no one came out to repair or replace. The owner of our company decided that we were done with their services and have them come and pick up the broken machine. The business was contacted and no one came to receive the machine however we continued to recieve invoices for services we were not using. Apparently there was internal changes going on in the business during 2013 and in July of 2014 we had been contacted by the business for collection of outstanding invoices. We then requested for a clsoing of our account and were told that we would owe over $800 in termination fees according to a contract that we have never seen. Furthermore we were told we would have to wait until a renewal period which was conveniently 12 months away in June of 2015 to cancel without termination fees. We will not pay for services that were not provided due to the machine being broken and after deciding to close our account were confronted with paying an outrageous amount of termination fees, again from a contract we have never seen.Desired Settlement: We desire Neopost USA to close our account without any fees or money exchanges and cancel all outstanding invoices. We also desire that they take their machine back whether it is picked up or shipped at their expense.

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 identify open invoice [redacted] in the amount of $50 had generated prior to the cancellation being processed, but after the customer submitted the request. We credited the invoice in full, leaving no remaining balance on the account.