• Report: #992793

Complaint Review: stamps.com

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  • Submitted: Mon, January 07, 2013
  • Updated: Mon, February 04, 2013

  • Reported By: Dwayne — Garland Texas United States of America
stamps.com
Internet United States of America

stamps.com How to cancel your account and possibly get a refund Internet

*UPDATE Employee: Stamps.com Response

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When my wife asked me to buy stamps to mail out our Christmas cards, I thought it would be easy to buy the postage online and print it on the envelopes so I logged into Stamps.com.   She had already stuffed the cards into the envelopes and sealed them though, so I found I was not able to run them through my printer that way and wound up not buying any postage from stamps.com.

One month later I was surprised to see a charge for $15.99 hit my credit card from stamps.com.   I went back and looked at the emails stamps.com sent me when I had visited their site and discovered I had somehow (without realizing it) signed up for 4 week free trial, and if I did nothing to cancel it, a monthly service with a fee of $15.99 would automatically start.   At that point I googled stamps.com and found ripoffreport.com and many other web sites with complaints concerning stamps.com's business practices.

I found on stamps.com under their Help button that you have to call a toll free number to cancel your account.  More than a little irritated I called the number and asked them to cancel my account which they did, but when I asked for a refund of the $15.99 that had already hit my credit card since I had not used any of their services at any time, they refused, saying the charge is not for usage but for access availability.    

I told the rep to never mind, that I would just keep my eyes open for a class action lawsuit and join it.   She immediately offered to forward my call to a supervisor.   The supervisor repeated the little speech about why they are not obligated to refund the charge, but said she would make an exception and agreed to refund the charge.

So if this happens to you, just look up the toll free number on their site, try to remain calm with the phone reps, ask to escalate it to a supervisor when they initially refuse, and hopefully you can get your credit card refunded too.    Hope someone finds this helpful.


This report was posted on Ripoff Report on 01/07/2013 01:14 PM and is a permanent record located here: http://www.ripoffreport.com/r/stampscom/internet/stampscom-How-to-cancel-your-account-and-possibly-get-a-refund-Internet-992793. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Stamps.com Response

AUTHOR: StampsComCorp - (United States of America)

Hi Dwayne,
 
Stamps.com appreciates your feedback, and apologizes for any misunderstanding.  We offer a four week no-risk trial so that you may use our online postage service and determine if the service fits your mailing and shipping needs.  Please note that we do not offer a "free trial" -- our trial is labeled as "no risk trial."  If you do not like the Stamps.com service, you may cancel at any time during the four week trial period and you will not be charged any subscription fee for using the service. 
 
However if you do not cancel the Stamps.com service and go past your four week trial period, you will be charged $15.99 for using the service during that first "trial" month.   After you pass the four week trial period and become a regular customer, you will be charged $15.99 each month moving forward.  You may cancel at any time -- there is no long term agreement.  In order to cancel your account, you must reach out to our Customer Support Team at 1-888-434-0055 (open Monday Friday, 6am to 6pm PT).
 
During the registration process for Stamps.com and before a customer's account has been created, (on the page called Postage Account Credit Card Authentication) all prospective customers will see the following text:
 
Why do you need my credit card information? 
Your credit card is required by the USPS to set up your USPS postage account.  Your credit card will not be charged unless you buy additional postage or Stamps.com products, or if you continue past the NO-RISK 4-week trial period. 
 
We provide and disclose terms that we do expect all potential customers to read, review, and agree to before they create their accounts.  Accounts cannot be created without customers indicating that they have read the terms by clicking on the I Agree box. 
 
From your comment, it sounds like this issue was already resolved for you.  If there is anything else Stamps.com can assist you with or if you have any additional feedback for us, please feel free to email us at social (at) stamps.com.
 
Sincerely,
Divya
Stamps.com 
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