Pitney Bowes Inc.

Hello ***,
Please see the attached business response from our PBsmartpostage Product Support Team
Best regards,
Suzette Herring, Customer Advocate, Office of the President
Client Loyalty & Retention
Pitney Bowes, USMailing Solutions
** *** *** *** ** *** * *** ** * **

December 22,
Revdex.com, Inc
Attn: *** ***
*** *** ***
*** ** ***
*** ** ***
*** *** **
*** *** ** ***
RE: Revdex.com ***
Dear Ms***,
I am in receipt of the Revdex.com
complaint #***The client *** *** wanted a refund of all monies paid to Pitney Bowes since they were unaware of any contractual commitment and stated they never used the meter
I called the phone number on record twice, ###-###-####The phone kept ringing so I was unable to leave any message for ***. The rental agreement began after the free trial from 8/16/to 10/15/2012. During the free trial the customer added postage to the meter twice, both on 8/20/2012. After the free trial, and during the one year commitment, the customer added $of postage on 11/16/2012, twice on 12/11/2012, and 12/17/2012.
The customer called in to cancel on 1/21/which was during the year commitment, 10/16/2012-10/15/2013. To cancel the rental at this time, the customer would have been responsible for the remaining rental payments to fulfill the month commitment plus a $restocking fee per the terms and conditionsThis would have been approximately $250. During this call the Pitney Bowes agent extended $in free non-refundable postage and reduced the monthly rental cost. The notes state the cancellation was due to the amount of postage usage not justifying the cost of the equipmentOn 2/25/2013, $of the free non-refundable postage was added to the meter
The customer will receive a box and about 7-days after the cancellation which occurred on 12/15/2014. The customer will not receive a cancellation e-mail
Respectfully yours,
*** ***
*** *** ***
*** * *** *** **
*** ** ***
###-###-####
***

November 16, Revdex.com Serving Connecticut
14ptTimes New Roman", serif;">*** *** Com*** *** *** ***
** *** *** Cromwell, CT *** *** ***
*** ***
** *** *** ***
*** * ** ***
*** *** ***
* ** ** *** ** *** *** Per the terms of use agreement, when the client had signed the agreement, it is stated the client agrees to an equipment return fee Per client satisfaction, Pitney Bowes is waiving the equipment return fee in the amount of $ My sincere apologies for the inconvenience. Pitney Bowes strives to provide the best possible customer service. Respectfully yours, T*** ** *** Customer Advocate Office of the President

June 22,
To Revdex.com, Inc.Attn: *** ***
*** *** ***
*** ** ***
*** *** ***
*** * ** *** ** *** ***
*** ** ***
RE: Revdex.com ***
Dear Ms***,
This is in response to *** *** *** Revdex.com complaint *** filed by *** *** ***I have researched *** *** *** account and have found no evidence of deception
The lease *** was an auto-privilege lease account and was canceled effective immediately without penalty.
I have attempted to contact this customer to apprise of the cancelationOn 05/21/I have left all my contact information via voicemailThe customer has not respondedOn 06/02/I called and left a detailed voice mail requesting a return callThe customer did not respond
On 06-22-I placed a third call to *** *** *** ***I left a voice mail for the client apologizing for the confusion and advising to discard the invoice for the amount of $741.57, that it is not valid since the lease has been canceled without penalty as previously statedI also advised the processing time could take up to days
Pitney Bowes strives to provide the best customer experience to address your business needs in a timely manner
*** ***
Retention Support
** *** ***
*** ** ***
*** *** ***
***

May 6,
">
Revdex.com of CT
RE: Revdex.com # ***
*** *** ** ***
*** *** *** *** ***
*** ** ***
Dear Ms***,
Pitney Bowes is in receipt of Revdex.com complaint # *** Pitney Bowes understands the frustration of the client *** *** *** ** *** in regards to the $late charge billed in error and the refund of the same $late charge
On January 6, the client called Pitney Bowes in regards to a late fee that was charged on their leasing accountAfter a discussion with the agent the agent agreed to waive the chargeUnfortunately due to a processing error by the agent, the fee was not waived properlyDue to this processing error; when the April invoice was issued the client was charged (in error) a $late charge
On 04/28/the client logged into the website *** and initiated a credit card payment for that $late feeThe same day, after the payment was made, the client called Pitney Bowes to dispute the charge, it was then the error was discoveredThe client was advised that because this was an online payment, they would have to dispute this with their credit card companyPitney Bowes does apologize for the issues this may cause the clientWhen payments are made online the credit card information is encrypted and Pitney Bowes has no way of retrieving the card information to issue a refundThis is for added online security for the client
Once the dispute is received from the credit card company the refund will get processed as Pitney Bowes will not dispute it
Again, Pitney Bowes offers its deepest apologies for the error that was created and the problems it has causedWe do appreciate all of your information and feedback. This assists us in educating our staff to ensure we provide a world class client experience
Respectfully yours,
*** ***, - Client Experience Management
Case Manager
*** *** ** *** ***
*** *** *** *** ** ***

Complaint: ***
I am rejecting this response because:
The response from Pitney Bowes whitewashes the entire incident, and fails to address the problems and harassment that I and my staff encountered as we tried to resolve the issue
To begin with, I have been a faithful customer, paying the quarterly fees on schedule for over years, in spite of numerous equipment problems along the way I am not one to make trouble, and avoid confrontations like this one if possibleThis confrontation with Pitney Bowes was a completely unacceptable series of encounters for which they have refused to take any responsibility for I and my staff (mostly myself) spent several hours and numerous exasperating phone calls trying to resolve the problem To begin with, PB misalocated a payment that I sent them in December 2014, accusing me of non-payment, and freezing out our attempts to get a replacement tape to use the meter It took almost a week for us to discover that this was the case, when the requested tape did not arrive Next, it took several phone calls with very rude and disrespectful reps, and an email from by bank to PB before they would even acknowledge that the payment had indeed been sent and received by them Then we were told that it would not be until the following week that the payment would be properly applied and the tape sent outThis would have resulted in weeks without the use of the postage meter, after all of the rudeness and harassment that they could dish out I had to purchase stamps from the post office to get our mail (a huge pile by then) posted and sent Contrary to what the incompetent rep had told us, the tape arrived the next day, after I had already decided to end my relationship with PB We sent the tape backPB breached their agreement with me at numerous levels They were incompetent in applying my payment in the wrong account Their service reps were completely incompetent and extremely rude, providing inaccurate information and thwarted our efforts to resolve our problem My business was deprived of the use of the postage meter for over a week and we were told it would be another week before we could use it, all due to the incredible incompetence of the reps on the phone The resolution that they now propose, paying them over $1000., is absurd and exceeds what I would pay if I continued to pay the contract They need to cut me loose without any payment, and I will accept nothing short of thatThis company is reprehensible, and continue to respond as though their behavior is 'business as usual', and is somehow OK Well, it is not, and they can not possibly expect me to continue to do business with them under these circumstances They should not further profit by being paid a buy-out by me
Sincerely,
*** ***

April 29,
Revdex.com, Inc.Attn: *** ***
** *** ***
*** ** ***
*** * ***
** *** ** *** *** *** *
*** ** ***
RE: Revdex.com ***
Dear Ms***,
This is in response to *** ** ***, *** *** INC, Revdex.com complaint *** filed by *** ** ***
Although there are terms remaining on lease *** and Assignment of Lease and Assumption was signed by *** ** ***, Pitney Bowes will honor the client's requests to terminate the lease for a settlement amount of $
The cancelation is being processed todayOnce the settlement payment of $has been paid and posted to the account, the client will be sent a pre-paid *** shipping label and box to pack the meter
Pitney Bowes is thankful for *** ** ***, *** *** *** valued relationship and wish all the best in the future
Respectfully,
*** *** ***
Leasing Support
Client Relations
T +*** *** ***
***
***
Pitney Bowes
*** ** *** *** *** ***
*** ** ***

November 23,
CT Revdex.com, Inc.Attn: *** ***
** *** *** ***
*** ** ***
*** ***s
*** *** *** ***
*** ** ***
RE: Revdex.com ***
Dear Ms***,
I am writing in response to *** ***s Revdex.com (Revdex.com)
complaint ***
*** *** cancelled pbSmart Postage but is continuing to be billedAfter further review of *** ***’s account, it was determined that pbSmart Postage was cancelled in August per the client’s request
The Purchase Power account had a past due balance of $and was accruing Purchase Power late feesOur billing team credited the $and applicable late fees back to *** ***’s Purchase Power accountAs a result, the balance is $0.00, and the Purchase Power account is now closed
We apologize for the billing discrepancy and thank you for bringing this matter to our attention
Respectfully yours,
Jackie P***
Technical Support Lead, pbSmart Family
Client Operations, North America
Pitney Bowes
*** *** ***
*** ** ***
Cc: Office of the President

October 13,
To Revdex.com, Inc
Attn: *** ***
*** *** ***
*** ** ***
RE: Revdex.com ***
Dear *** ***,
I apologize for the oversight and talked to the agent who sent the settlement
I have issued the cancelation on lease ***-***A box and label will be sent *** ***Once the equipment is back in stock the lease will be terminated without penalty
Martha C***
Sales Administration Manager
** *** ***
*** ** ***
###-###-####

December 14,
">Revdex.com Serving Connecticut
Attn: *** ***
** *** ***
*** ** ***
RE: Revdex.com # ***
*** ***
*** *** ***
*** ** ***
Dear Ms***,
Pitney Bowes is in receipt of Revdex.com complaint #*** for *** *** account filed by *** ***Pitney Bowes understands the frustration of the client *** *** regarding the postage refund
In reviewing the account I show the refund request was received on November Prior to November I am not showing a refund form had been received by Pitney BowesThe confirmation number for the November refund request is ***The funds were swept from the account in September by the *** *** *** *** as the account was inactive
The funds have been re-applied and the refund has been processedThe check should arrive within business days
Pitney Bowes appreciates all of your feedback and apologize for any miscommunication
Respectfully yours,
Carrie S***
Case Manager, Client Experience
T + ###-###-####
***
***
Pitney Bowes
*** *** ***
*** ** ***
Cc: Office of the President

October 6,
Revdex.com, Inc
Attn: *** ***
*** *** ***
*** ** ***
*** *** *** ** ***
*** ***
*** *** ***
*** ** *** ***
RE: Revdex.com
Dear *** ***,
I am in receipt of the Revdex.com
Complaint # ***
Pitney Bowes received a letter from the customer June 4, 2014. The client explained that they are a charitable, non- profit organization, and had to reduce the number of paper mailings As a result, the company no longer required the postage meter. The customer’s lease # *** is active and covers the period from June 1, to Dec 1, 2018.As per Pitney Bowes process, a balance of payment invoice is issued when a customer requests early termination of their contract.
There was a delay in addressing the client’s needsPitney Bowes sincerely apologizes for not addressing the client’s concerns in a timely mannerThis delay was discussed with the agent in our Customer Loyalty Department. Coaching and training has been provided to prevent this from reoccurring in the future
On July 10, 2014, a balance of payment invoice #*** was issued in the amount of $6,A senior collection agent has been unable to reach the client directly to negotiate a settlement for payment. To date, the client has been unresponsive to the agent’s callsWhen the client responds to the agent, Pitney Bowes will be happy to negotiate a reasonable settlement
Once the final payment is received, the Customer Loyalty Team will arrange to pick up the equipment and terminate the lease. Any funds remaining in the meter will be refunded within 6-weeks of receipt of equipment
Pitney Bowes is eager to work with the client to resolve this issue. I would like to thank the client for bringing this matter to our attention, as it helps in making process improvements
Respectfully Yours,
*** *** *** *** ***
*** ***
*** * *** *** *** ** *** *** *** ***
*** ***
***
*** *** *** *** *** ** *** ***

March 09,
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Revdex.com, Inc.Attn: *** ***
*** *** ***
*** ** ***
*** ** *** *** ***
*** * *** ** * ***
*** *** ** ***
RE: Revdex.com ***
Dear Ms***,
This is in response to *** ** ***, *** *** Revdex.com complaint *** filed by *** ***. I have researched Ms*** account and have found no evidence of deception
Schedule signed by Mr***This lease clearly shows quarters @ $per quarter and the client paid the lease to term without dispute
On 08/25/(schedule the lease in question) Mr*** signed a month lease @ $per quarterAt this time schedule was still activeOn 07/23/*** ***, *** *** received their first invoice detailing payments for lease schedule
I have reviewed all the statements for this accountThey explain in detail the schedule numbers and bill through datesMs*** mistakenly thought the lease commenced on the day it was signed however; the lease commenced after schedule lease had been satisfied (per terms and conditions) and per invoicing went right into schedule *** ***, *** *** has quarters leftIf *** ** ***, *** *** would like to terminate the lease early, we can offer a settlement
If you do not wish to exercise this option, kindly continue to pay your account as invoiced
Pitney Bowes strives to provide the best customer experience to address your business needs in a timely manner
*** ***
Retention Support
*** *** ***
***
***
*** ***
** *** ***
*** ** ***

WATCH YOUR BILLS CLOSELY!!!
Worst customer service, worst billing process ever I had went back through the last months of our bills and noticed a $late fee every month, after looking at all the cancelled checks, they cashed all checks within 3-days before the due date Keep in mind we would mail out the checks 10-days before the due date I was only able to get late fee removed and was told a manager would call me back That has not happened so farIf this continues we will cancel PBIt's almost like a scam to see if anyone catches it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

April 6,
To Revdex.com, Inc.Attn: Carolyn ***
Berlin Rd
Cromwell, CT
*** ** ***, *** ***
E 61ST ST # STE10A
NEW YORK NY 10021-
RE: Revdex.com ***
Dear Ms***,
This is in response to *** ** ***, *** *** Revdex.com complaint *** filed by *** ***
Although there are terms remaining on lease ***, Pitney Bowes will honor the client's requests to terminate the lease without penalty by waiving the settlement amount of $
The cancelation is being processed todayThe client will be sent a pre-paid *** shipping label and box to pack the meter within 10-business days
Pitney Bowes is thankful for *** ** ***, *** *** valued relationship and wish all the best in the future
Respectfully,
*** *** ***
Leasing Support
Client Relations
* *** *** ***
***
***
*** ***
*** ** *** *** *** ***
*** ** ***

I received the email concerning the accountI am still getting calls from the automated service harrasing me that my account is past duethe last bill I received from them only showed the account at $and changeI have not seen the bill submitted to you saying the Account was above $i will be satisfied if they show me an account statment showing a zero balance not just an email saying fees have been waived and the harassing phone calls need to stop they are costing me minutes on my cell bill weather I answer them or send them to voice mailit is distracting to my customers when I receive these callsI will pull the last bill sent to me and submit it as soon as I get back to my office.
Complaint:
I am rejecting this response because:
Sincerely,
*** ***

My General Manager purchased a Pitney Bowes Postage Small Office Series Mailstation(*** Model) for our company's postagePitney Bowes changed to a new machine (the old one worked perfectly, never any problems)The new machine constantly has issues and will not print postageHe was informed that he needed to spend $to get out of the contractEach time he calls he spends over an hour on the phone waiting to speak to customer service Today, he is on the phone,over an hour, while he goes to the post office to pay for postage, and disappointingly, there is $worth of postage on the Pitney Bowes Postage Machine here at the office

January 24,
12pt;">
Revdex.com of CT
Attn: *** ***
** *** *** ***
*** *** ***
*** *** ***
*** *** ***
*** ** ***
RE: Revdex.com *** Refund Request… ACH payment in amount of $
Dear *** ***,
I am in receipt of complaint number ***
*** *** indicates he expressed his intent not to renew his lease contract, and return the Pitney Bowes leased postage equipment on 12/17/Furthermore, he received a bill for upcoming period so he removed his payment information from our website but Pitney Bowes drafted his bank account on 1/14/in the amount of $369.16, which he requests refundedIn review of the client’s online profile, I determined the payment information still showed as an active profile on our website as of 1/24/2014.
I contacted our A/R Department and determined a payment was processed on 1/13/in the amount of $Since the lease account terminated as of 1/06/14, the payment “rejected” on our end, meaning that we were unable to post the funds as indicated in *** *** online payment profileFor this reason, the payment posted to a Pitney Bowes General Ledger until such time as the client notifies Pitney Bowes
Accordingly, I have taken the liberty of requesting a refund of the $I have been advised that the check was issued 1/30/14, and should be received by the client in 7-business days
Pitney Bowes apologizes for the difficulty *** *** experienced in trying to resolve his refund request As a result, I have notified the appropriate manager to address with the representativeThank you for bringing this matter to our attention
Respectfully yours,
*** ***
Customer Experience Case Manager
*** *** ***
*** ** ***
###-###-#### Ext***

July 22,
Revdex.com Serving ***
*** ***, Manager, Marketplace Operation
** *** ***
*** ** ***
RE: Revdex.com # ***
*** *** ** *** * ***
*** *** **
*** ** ***
Dear MsBetts,
I am in receipt of the client’s rejection noticePlease see the email letter below to Ms*** explaining Pitney Bowes Purchase Power account is closed with a zero balance.
Law offices of Sue P *** does not owe Pitney Bowes Purchase Power anything further
We apologize for any inconvenience or miscommunication
Pitney Bowes considers this matter closed
Kind regards,
*** *** ***
Customer Advocate
Office of the President
Pitney Bowes
***
***
From: *** *** Sent: Wednesday, July 22, 1:PMTo: ***
Cc: AdvocateSubject: *** *** ** ** * ***-Pitney Bowes response-Revdex.com ***
Good Afternoon Ms***,
Per your request, please see the attached response to your Revdex.com rejection notice
Thank you,
*** *** ***
***
***

May 17,
To
normal">Revdex.com, Inc.Attn: *** ***
*** *** ***
*** ** ***
RE: Complaint ID: ***
Dear *** ***
I am in receipt of the Revdex.com filed *** *** *** *** * *** *** ***I have researched *** ***’ account and have found no evidence of deception
The client asked to be released from his contractual lease as he sold his business and he purchased a new business that had a leased Pitney Bowes meterPer the terms and conditions of his contractual lease Pitney Bowes has offered *** *** a settlementPlease see attached
If the client chooses not to exercise this optionThey can continue to pay for the lease until the end of the contract
Pitney Bowes strives to provide the best customer experience to address your business needs in a timely manner
Mauricea P***
Retention Support
** *** ***
*** ** ***
*** *** ***
***