Pitney Bowes Inc.

We have been a customer of this company for several years and they consistently mess up our billing and correspondance. Despite a half dozen calls and several hours on hold, they continue to get our billing wrong. We asked to be taken off their electronic billing because they kept emailing the invoices to employees who were no longer with the company and then proceeded to charge us late fees and finance charges. We cannot process an invoice if we don't get it. We have asked every time for them to mail us the invoice, which they say they will do and then two months later we get an email notifying us that we are late and have fees. It's baffling to me that they can manage to email a valid account when the invoice is past due, but they are apparently unable to email that same account with the original invoice. The last time I called, the rep said that she would waive the fees, she emailed me the invoices and said she would escalate my case to a Manager. The very next day, I received calls from another Pitney Bowes employee telling me that my account was past due and that we owe late fees. They are incompetent and their people, systems and processes are clearly not adequate to handle basic invoicing and customer service functions. I have discussed my displeasure with other companies who use or have used them and they experienced similar issues. We are working on finding another vendor to switch to because they have proven that they do not care about their customers.

Complaint: [redacted] am rejecting this response because:
Clearly Pitney Bowes completely disregarded the body of my complaint. They did not even address my complaint regarding their misleading practices of calling me over a year before my contract was up to get me to sign a new contract. They must get this complaint often as their answer was very canned. I am not satisfied as this issue is not resolved. Their response was merely a regurgitation of what happened leaving out the fact that they instructed [redacted] to call us and tell us we were "nearing the end of our lease" over a year before we actually were. Resolution is still requested to be ending the lease effective immediately. No further fees due.
Sincerely, [redacted]

Please see attachment. Sincerely,  Tatum W[redacted]Customer Advocate  Office of the President F   203 460 9509[redacted] Pitney Bowes1313 N. Atlantic Ave Suite 3000Spokane, WA 99201

Complaint: [redacted]I am rejecting this response because: 
The original offer from PB stated that there will be no cost for signing up with them as they will give $20 in free postage to pay for the $19.99 monthly fee. Accordingly, any remaining postage in the meter becomes the property of customer and should be refunded at the conclusion of the contract or the whole contract is void and no rental fee is due if they want to take back the postage that they have already given.Sincerely,[redacted] %

Pitney Bowes
4901 Belfort Road, #120
      Jacksonville, FL32256
      (904) 281-5404
      Fax:  (203) 460-3013
E-Mail: [email protected]
                       
 
May 19, 2015
[redacted] 
Revdex.com #[redacted]
 
[redacted]
[redacted]
[redacted]
 
Dear Ms. [redacted],
We are in receipt of Revdex.com Complaint #[redacted]. I understand that Mrs. [redacted] feels that she should be issued $100.00 credit for the postage coupon, but this coupon is non-refundable and non-transferrable. As we are in receipt of the equipment, I am waiving the [redacted] balance of $138 and closing our account for Client satisfaction.
 
We apologize for any inconvenience this issue may have caused you. If I can be of further assistance, please feel free to contact me.
 
Respectfully yours,
 
[redacted]
Pitney Bowes Recovery
Manager/Recovery Services
[redacted]
[redacted]
[redacted]
[redacted]

November 16, 2016 Revdex.com Serving Connecticut [redacted] Com[redacted] Cromwell, CT 06416   [redacted]  
[redacted]
[redacted]
[redacted]  
[redacted] ...

  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 $50.00   My sincere apologies for the inconvenience.  Pitney Bowes strives to provide the best possible customer service.      Respectfully yours,   T[redacted] Customer Advocate  Office of the President

From: [redacted] Sent: Friday, June 20, 2014 8:58 AM
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To: [redacted]Cc: AdvocateSubject: FW: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]
Good morning [redacted]
Our records indicate we never received this Revdex.com in May. We will work the complaint today and post a response early next week.
Best regards,
[redacted], Customer Advocate, Office of the President
Client Loyalty & Retention
Pitney Bowes, U. S. Mailing Solutions
[redacted] MSC 27 - 00
O: ###-###-#### | M: ###-###-#### | F: ###-###-####| www.pb.com
[redacted]

January 20, 2016
'Arial',sans-serif; FONT-WEIGHT: normal; mso-bidi-font-weight: bold">Revdex.com, Inc.[redacted]
[redacted]
[redacted]
*
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I am in receipt to the Revdex.com complaint # [redacted] I understand that Ms. [redacted] is wanting to return her meter with us and cancel the account. After looking into her account I do see she called us on 11/16/2015 requesting to cancel. Since she had not used her meter yet the representative asked if she wanted to try the meter before sending it back. Ms. [redacted] agreed to keep the meter. I then found an e-mail from January 4th from Ms. [redacted] requesting to return the meter. A representative from Pitney Bowes, Marvin, replied back on 01/04/2016 to Ms. [redacted] informing the process to return the meter and the direct number to call. She they replied back about not having access to a phone. The e-mail was then sent to our Customer Relations e-mail inbox on January 6th.
The business rules for cancelling an account with Pitney Bowes, requires a phone call to our Customer Relations department. Since Ms. [redacted] does not have access to a phone I have cancelled the account. We are sending a box and label to Ms. [redacted] to return the meter. I am waiving the bill that generated. I sent Ms. [redacted] an email letting her know to expect a box and label in the mail in 7-10 business days.
We strive to give excellent customer service by handling each client with the upmost integrity and accountability.
Respectfully yours,
Tatum W[redacted]Customer Relations Specialist
[redacted]
[redacted]
[redacted]
[redacted]

Pitney Bowes
4901 Belfort Road, #120
      Jacksonville, FL 32256
      (904) 281-5404
      Fax:  (203) 460-3013
E-Mail: [email protected]
                       
 
May 19, 2015
[redacted] 
Revdex.com #[redacted]
 
[redacted]
 
Dear Ms. [redacted],
We are in receipt of Revdex.com Complaint #[redacted]. I understand that Mrs. [redacted] feels that she should be issued $100.00 credit for the postage coupon, but this coupon is non-refundable and non-transferrable. As we are in receipt of the equipment, I am waiving the [redacted] balance of $138 and closing our account for Client satisfaction.
 
We apologize for any inconvenience this issue may have caused you. If I can be of further assistance, please feel free to contact me.
 
Respectfully yours,
 
[redacted]
Pitney Bowes Recovery
Manager/Recovery Services
[redacted]

April 29, 2015
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Revdex.com, Inc.Attn: [redacted]
[redacted]
 
[redacted] [redacted]  
[redacted]                              
 
RE: Revdex.com [redacted]
 
Dear Ms. [redacted],
 
This is in response to [redacted] INC, Revdex.com complaint [redacted] filed by [redacted]
 
Although there are terms remaining on lease [redacted] and Assignment of Lease and Assumption was signed by [redacted], Pitney Bowes will honor the client's requests to terminate the lease for a settlement amount of $300.00.
 
The cancelation is being processed today. Once the settlement payment of $300.00 has been paid and posted to the account, the client will be sent a pre-paid [redacted] shipping label and box to pack the meter.
 
Pitney Bowes is thankful for [redacted] valued relationship and wish all the best in the future.
 
Respectfully,
 
[redacted]
Leasing Support
Client Relations
 
T  +[redacted]
 
Pitney Bowes
[redacted]

January 05, 2017 Revdex.com Serving Connecticut
14pt; font-family: "Times New Roman", serif;">[redacted], Complaint and Inquiry Consultant [redacted] Cromwell, CT 06416   RE: Revdex.com 1[redacted]   [redacted]
[redacted] De[redacted]   I am in receipt of Revdex.com 1[redacted].  Per case number [redacted], Pitney Bowes had already resolved this on 12/28/2016, and we had sent the client email confirmation of this on 12/28/2016 as well.   [redacted]
You've successfully created a case with our Client Service team. Rest assured, we’re looking into it and will continue to keep you updated. To help you track the progress of your case, we’ve created the following reference information:Case Number: [redacted]Subject: Waived late fees and invoice [redacted] for 102.82 a total of 166.82   My sincere apologies for the inconvenience.  Pitney Bowes strives to provide the best possible customer service.   Respectfully yours,   [redacted] Office of the President

[redacted] Sent: Tuesday, November 01, 2016 3:34 PM To: [email protected] Subject: [redacted]   This matter was finally resolved to my satisfaction today.

[redacted]
[redacted]
[redacted]
[redacted] Cromwell, CT 06416
[redacted]   [redacted]
[redacted]
[redacted]
[redacted]   I am in receipt of Revdex.com...

[redacted]  After researching the account I am showing the client added $501.27 in postage on December 14th 2016 and then downloaded $1000.00 in postage onto the meter.  In reviewing the postage account, I am showing the client currently has an available postage amount of $3501.27 that is readily available for a download onto their meter.   I left M[redacted] a voicemail to contact me back at [redacted] to inform her due to the inconvenience I can add $350.00 in free postage.  I am confident that together we can work together to resolve this.   My sincere apologies for the inconvenience.  Pitney Bowes strives to provide the best possible customer service.   Respectfully yours,  
[redacted]
[redacted] Office of the President

Complaint: [redacted]
I am rejecting this response because: Today I received another invoice regarding the exact same issue, which means it HAS NOT BEEN RESOLVED.
Sincerely,
[redacted]

June 18, 2015
 
The [redacted]
Attn: [redacted]
 
Subject: [redacted]
Revdex.com – [redacted]
 
Re:  Credit Card Refund
 
Regarding a refund to the client’s credit card for postage charged in error, our records indicate a refund for $400 was...

processed to a [redacted] card ending in [redacted] on 10/26/14. At the time we were only aware of 2 of the erroneous charges.
 
Upon receipt of this complaint, we reviewed all charges against this [redacted] card ending in [redacted] and have found an additional $200 charge that was not requested by this client.
 
On Thursday June 18, 2015, Pitney Bowes reversed the $200 charged to the [redacted] card. This should resolve the last open item for this issue.
 
We apologize for any inconveniences [redacted] and Mr. [redacted] may have experienced.
 
Respectfully,
 
Val Cuccurullo
Manager, Cash Applications
Global Accounting Operations
 
Pitney Bowes
One Global View
Troy, NY 12180

Revdex.com:
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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for your assistance.
Sincerely,
[redacted]

May 6, 2015
 
Revdex.com of CT 
RE: Revdex.com # [redacted]
 
[redacted]
Dear Ms. [redacted],
Pitney Bowes is in receipt of Revdex.com complaint # [redacted].  Pitney Bowes understands the frustration of the client...

[redacted] in regards to the $32.00 late charge billed in error and the refund of the same $32.00 late charge.
 
On January 6, 2015 the client called Pitney Bowes in regards to a late fee that was charged on their leasing account. After a discussion with the agent the agent agreed to waive the charge. Unfortunately due to a processing error by the agent, the fee was not waived properly. Due to this processing error; when the April invoice was issued the client was charged (in error) a $32.00 late charge.
 
On 04/28/2015 the client logged into the website [redacted] and initiated a credit card payment for that $32.00 late fee. The same day, after the payment was made, the client called Pitney Bowes to dispute the charge, it was then the error was discovered. The client was advised that because this was an online payment, they would have to dispute this with their credit card company. Pitney Bowes does apologize for the issues this may cause the client. When payments are made online the credit card information is encrypted and Pitney Bowes has no way of retrieving the card information to issue a refund. This 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 caused. We 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,
[redacted],  - Client Experience Management
Case Manager
[redacted]

March 04, 2015
 
Revdex.com Inc.
Attn: [redacted]
 
[redacted]
 
Lease [redacted]
 
RE: Revdex.com [redacted]
 
Dear Ms. [redacted]
 
I just spoke with Dr. [redacted]. We discussed the Purchase Power fee waiver of $59.98, the credit of $200.00 in postage and the $50.00 [redacted] card he would be receiving. I advised him that the credits I applied were being done via the Purchase Power system. Once the credits of $259.98 post to his PP account, I will then transfer the funds to his reserve account. I also advised Dr. [redacted] that his End of Lease date is 07/10/17.
 
He did state that the only thing that was missing was the ink for the meter. I advised him that was something that he could order via the supply line and that he could use his own credit card or his Purchase Power line of credit to purchase.
 
Respectfully,
 
[redacted]
Pitney Bowes Leasing Support
[redacted]
 
[redacted]
 
Cc: Pitney Bowes Office of the President

Complaint: [redacted]
I am rejecting this response because this response does not actually address my concerns. This response actually is an attempt to attack my character and motivation behind my actual complaint and I am appalled at that. I reached out to Revdex.com to hopefully get someone's attention in this matter and in the hopes that someone would reach out to me. I had received no customer service help until I contacted Revdex.com.A representative for Pitney Bowes (Harrison S[redacted]) has since apologized for the previous response that he provided and has promised to continue working with my office to make this right but at present we have not reached a solution. PItney Bowes did once again send a technician down to service the machine and it is still not operating correctly. The technician who attempted to repair the machine confirmed that the machine was inoperable as I had claimed. The technician had to completely tear down the machine and rebuild over a period of three hours and still could not get it to operate correctly. In Pitney Bowes' response they claimed that all of my allegations were denied but I did not expect the technicians who downed their own company and the sales rep to actually openly admit that he misrepresented the product. Pitney Bowes' response does nothing more than defame my reputation and defend their company. I have lost thousands of dollars in revenue over this matter. I have lost potential clients. I have lost a ton of money replacing envelopes, paper, and ink that this machine has chewed up and destroyed. I have contacted Pitney Bowes more times than I can count but apparently due to the confusing design of Pitney Bowes and their extensive dealings with third parties, I was not actually talking to people who could address my problem. I was talking to people who were saying they would address my problem but actually never even took notes that they spoke with me or contacted the correct person on my behalf.  I was also contacting the service personnel that were working on the machine through their cell phone numbers that they gave me. I was being told by third parties and the service men that they were in contact with those higher up and were working on a solution, however, no one ever called back.  After my husband had further conversations with Mr. S[redacted] and completely explained the whole scope of the situation, Mr. S[redacted] has stated that he understands our frustrations and he has sincerely apologized for his previous Revdex.com response and it's "seeming" attack on my character, reputation, and credibility. However,  there has been no accepted resolution to date.
Sincerely,
[redacted]