Pigeonly Took money for services and failed to provide that service. Nevada

Hello Lisa,

Based on the attached contact records you were told that a number you requested on the 4/2 was still on backorder and was told that we would give you a free month for the inconvenience. We also explained that since we did not have a phone number available that you could use another pigeonly service in the meantime.  You declined and asked for a refund - which we granted. As mentioned before availability for some prison phone numbers are outside of Pigeonly’s control and take longer to activate. You were never told, at any time that you needed to pay more or upgrade to receive a number from us.

The only discounts or upgrades we offer are for customers who choose for added convenience to prepay for their services rather than have monthly billing as clearly outlined on our website. At no time were you told you can only get a number if you upgrade, that simply is not true.

What the representative did explain that if you wanted to keep the service, they would give you a free month for the inconvenience - or switch your plan to include different service that was available at that facility at the same price you paid with no additional charges.

Overall this seems like a misunderstanding because by your own admission you were not denied a refund and was told we would give you a free month - which you declined. Neither of which are remotely close to being a scam, extortion or other dubious claims you are attempting to make. We have full recordings of each conversation you had with our customer service team so please refrain from any further false statements.

 I am well aware of how the phone systems work in the prison system. I signed up for the service which pigeonly is supposed to provide on 4/2/18 and never received the service I paid for. What I did receive was being told to wait 48 hours to receive a number which continued until I requested a refund and cancelled my subscription on 4/13/18. I was given the option to upgrade my service and receive a number on 4/13/18. I find it interesting that if I upgrade my service I could have gotten a number. I would consider that unethical. If I pay more I get a phone number, if I choose not to be extorted I receive nothing. I call that a scam! You and your company can call it anything you want and try to justify your actions by writing your response to this but I am not the only person ( looking at all the other complaints filed against you) that you have done this to. You take advantage of families just wanting to be able to stay in contact with their loved ones. Why should we have to pay for upgraded packages with things we wouldn't use just to receive a number for our loved ones to be able to call home? You may have been in service for 5 years but I find it hard to believe you have an A rating anywhere!! Look at all the unhappy "customers" complaints and tell me that your business strives for customer satisfaction.

Hello Lisa,

Although telephone numbers for most facilities are activated instantly, some facilities require longer set-up times and can take up to 3 days. This is something that is controlled by the prison facility your loved one would like to call you from - NOT Pigeonly.

I understand you are most likely unaware of the rules and regulations that are in place as it relates to prison phone calls - Which is why we go the extra mile to make sure we provide this information on our website but also in the event something does not meet an customers expectations for whatever reason offer a money back guarantee. Simply put if you are unable to get what you paid for we will refund your money - it is as simple as that.

Based on your “ripoff” report it seems like you already requested a refund and was told that your case would be reviewed (to ensure that it wasn't a fraud or dubious claim) and if approved refunded to your method of payment. Pigeonly has been in business for 5 years with an A rating with the Better Business Beru and there has never been a case where a Pigeonly customer was denied a refund for a product or service that was not received.

If you have any other question please don't hesitate to give us a call at 800.323.9895