BBB LA resolved

8/31/2011

Complaint: 08/31/2011: I was going to purchase a book of stamps last year for my 9 year old son through stamps.com. I never purchased these stamps or anything else from this website. I looked at my Aug 2011 credit card billing statement And saw a $15.99 charge. I called the company and they told me they have been billing me 15.99 since may 2010. They told me I clicked on small print allowing them to bill me even though I never used there service. They agreed that this occurs frequently and would only credit me 3 months. I told them this was unethical and that I want a full refund for a service I never used nor knew I signed up for. They told me I received an email one month after "I supposedly joined" for confirmation that I joined monthly. I never received this email. This is a SCAM and the US postage service should be notified. I want a refund and this company’s membership application needs to be changed so people know what they are clicking on. They did acknowledge that I never used there service and still would not refund me! Something needs to be done fast. If u look on line there are multiple complaints about this company. Please help end this scam and have them refund me.

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. Normally a customer is responsible for all service fees but we are happy to make an exception. As confirmed in the conversation with our supervisor Dana C. on 8/31/11, we have issued a credit on $47.97, an additional credit via e-mail by Dana C. for $47.97 on 8/31/11, and a credit of $47.97 was issued by Paul M. on 9/1/11. A total refund of $143.91 has been issued. The confirmation number is: 110902-002732. We show that a Stamps.com Pro Plan was fully activated at our site on 5/19/2010 with username.

An email confirming activation was sent. We apologize for any misunderstandings regarding the monthly service fees associated with the Stamps.com service. Stamps.com is a licensed vendor of the USPS and is a software program that allows customers to print and create valid USPS postage. The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer. Our service is a monthly subscription service so it’s not based on usage of the software, but rather on having access to using it. As such, the service fees are nonrefundable, but we have made an exception in this case and issued a courtesy refund totaling $143.91. We’d like to take this opportunity to provide a detailed walk-through of where we disclose our monthly service fee on our website, for your information. Every customer that registers for the Stamps.com monthly subscription service must register on the Stamps.com website. The vast majority of potential customers arrive directly from the main Stamps.com website landing / home page, and then has the option of immediately registering, or browsing for additional information. No matter what route a customer takes, the price of the Service is clearly communicated. The following places are the most prominent disclosures of the monthly fee: 1) Stamps.com Home Page. Before the potential customer proceeds to our registrations pages they will see an “Offer Details” link on the main Stamps.com home page. In the “Offer Details” link the monthly fee is clearly stated, “If you stay with Stamps.com past the trial period, you will be charged $15.99 a month for the Stamps.com service, you can cancel your services at any time.” 2) Learn More Page. The Learn More page is directly accessible from the main Stamps.com home page and is accessible to any potential customer prior to Service registration. By clicking on the Learn More link from the Home page, a customer is directed to a web page that includes the same “Offer Details” link and information mentioned above. 3) FAQ Page. The FAQ page is directly accessible from the Learn More page and is accessible to any potential customer prior to Service registration. By clicking on the FAQ link, a customer is directed to a web page that lists (22) frequently asked questions. The sixth listed FAQ is the following, "How much does it cost?" By clicking on this, the following information is provided, "$15.99/month – no hidden costs, cancel anytime." 4) Plans Page. The Plans page is directly accessible from the FAQ page and includes all pricing details for each plan and the various features offered per available plan. 5) Pricing and Payment Information Page. Even if customers do not visit the Offer Details link on the Home or Learn More pages, or review the pricing details offered on the FAQ, or Plan pages, we nevertheless ensure that new customers see our billing information and pricing structure before they create their accounts. During the registration process, which is a mandatory process that all customers must complete before being charged, on the page called “Pricing and Payment Information Page”, all prospective customers will see the following text: "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. If you continue past the trial, Stamps.com service fees are only $15.99 per month, and you can cancel anytime. No long term contract is required.” 6) Welcome Email. Stamps.com follows-up all completed registrations immediately with a "Welcome Email" that repeats that the service fees will apply following the trial period unless a customer cancels during the trial. We also ask customers interested in our service to read the Service Agreement and the information contained in their Welcome Email. The Welcome Email is sent directly to the email address just provided to us by the new customer. We hope this resolves this inquiry in a satisfactory manner.

8/23/2011

Complaint: 08/23/2011: Stamps.Com have yet to cancel my account when I told it was already cancelled, and have been receiving invoice, I have cancelled my credit card and is still getting invoice every month growing bigger and bigger.

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. Normally a customer is responsible for all service fees but we are happy to make an exception. As confirmed in the e-mail sent on 8/22/11, we have closed the Stamps.com account in question and waived the outstanding balance of $47.97 on the account. The confirmation number is: 110824-000798. We apologize for any misunderstanding that occurred. Our records show that we first received a cancellation request via email on 7/18/11 and that we responded to your e-mail with cancellation instructions. Our email representative Carmen L. provided our Cancellation Department's phone number. Unfortunately, we do not show that we received a call. We do prefer to speak with our customers over the phone to handle the closure of their accounts, but we made an exception to our cancellation policy on 8/22/11 and closed the account via e-mail. We have reviewed our contact history and do not show that our Cancellation Department had received a call. We do have multiple systems in place to ensure that we have complete records of all emails, chats, letters, and calls. Our supervisor Jim V. attempted to reach you on 8/22/11 in order to assist you further by phone, but was unable to reach you by phone. Again we apologize for any misunderstanding. Jessa, we hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Vince Yanez, Customer Care Manager Stamps.com

8/11/2011

Complaint: 08/11/2011: I believe their website has deceptive advertising. It states (in part): 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. If you continue past the trial, Stamps.com service fees are only $15.99 per month, and you can cancel anytime. No long term contract is required. Stamps.com didn't grant a trial period, even though their website states this. I only used the service to print postage twice and yet was charged for two full months of service. Furthermore, the company makes it intentionally difficult to cancel service, providing no way to do this on their website, nor readily available information on how to do so. They do not accept cancellation requests via email (I tried) and they instead make you call them. They then use this (as well as their reply email) as yet another opportunity to 'hard sell' their services.

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. Normally a customer is responsible for all service fees but we are happy to make an exception. We have waived the upcoming final bill on the account for the cycle associated with the cycle of July 14, 2011 to August 10, 2011, so a second charge of $15.99 will not occur. The first charge of $15.99 occurred on July 13, 2011 for the cycle of June 14, 2011 to July 13, 2011. The confirmation number is: 110812-001840. Our records indicate that the No-Risk Trial Period ended on the Stamps.com account on July 13, 2011. We first received a cancellation request, via e-mail on August 8, 2011, after the 4-Week Trial Period had already passed. We apologize for any misunderstandings regarding the No-Risk trial associated with the Stamps.com service. We’d like to take this opportunity to provide a detailed walk-through of where we disclose our 4-Week No-Risk Trial on our website, for your information. Every customer that registers for the Stamps.com monthly subscription service must register on the Stamps.com website. The vast majority of potential customers arrive directly from the main Stamps.com website landing / home page, and then has the option of immediately registering, or browsing for additional information. No matter what route a customer takes, the No-Risk Trial Period is clearly communicated. The following places are the most prominent disclosures of the No-Risk Trial: 1) FAQ Page. The FAQ page is directly accessible from the Learn More page and is accessible to any potential customer prior to Service registration. By clicking on the FAQ link, a customer is directed to a web page that lists (22) frequently asked questions. The fourth listed FAQ is the following, "How does the No-Risk Trial work?" By clicking on this, the following information is provided, "New customers are eligible for our 4 Week No-Risk Trial. Simply cancel before the trial period ends and you will not be charged. If you like the service, do nothing and your account continues automatically.” 2) Pricing and Payment Information Page. Even if customers do not visit the No-Risk Trial details offered on the FAQs, we nevertheless ensure that new customers see our trial period structure before they create their accounts. During the registration process, which is a mandatory process that all customers must complete before being charged, on the page called “Pricing and Payment Information Page”, 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 (only $17.95 per month).” 3) Our Offer Details link on the aforementioned Pricing and Payment Information Page states: “NO-RISK Trial (4 Weeks) There are no upfront costs to try Stamps.com. Simply sign up and evaluate the service. Cancel anytime during the first 4 weeks and you will not be charged any service fees! If you continue past the trial, you will be charged service fees for the first month.” 4) Welcome Email. Stamps.com follows-up all completed registrations immediately with a "Welcome Email" that repeats the details of our No-Risk Trial. The Welcome Email states: “If you like Stamps.com and wish to continue the service, you do not need to do anything. Your service will continue uninterrupted and fees for the first month will apply. If you decide that Stamps.com is not right for you, cancel your account before your 4-Week Trial ends and you will not be charged any service fees.” We apologize that you have the impression that you cannot cancel your Stamps.com account. When customers make a cancellation request, we like to explain the features and plans associated with the Stamps.com accounts so that our customers may take advantage of the service. If a customer still wishes to cancel, we certainly process that request as soon as possible and close the account in question. Kenneth, we hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Customer Care Manager Stamps.com

8/5/2011

Complaint: 08/05/2011: In June I signed up for a free trial at stamps.com then I was offered free bill pay with my credit union. I called and canceled my account with stamps.com with in 7 days of signing up for it. The trial was supposed to be for a month. I was then charged in July for this account. I called stamps.com again and told them to cancel my account. I was charged again August 1st twice. I called again and was told my account would be closed and I would not be charged again. I then received an email stating I would have a free month of service charge. I just want my money back. I never even used the account and only signed on to get contact information to cancel my account.

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. Normally a customer is responsible for all service fees but we are happy to make an exception. As confirmed in the email sent by our representative Paul M. on 8/4/11, we have issued a full refund in the amount of $53.85, representing the 3 cycles associated with the two cycles running from May 22 to July 31, 2011, to the credit card on file. The confirmation number is: 110805-002794. We have checked our contact records and do not show that we received a call during the trial period. Our contact records indicate that the first contact we received occurred in the form of a call on 8/1/11, handled by our representative David J. We do not show that a call occurred during the 4-Week Trial Period, which ended for this account on June 19, 2011. We do have multiple systems in place to ensure that we have complete records of all emails, chats, letters, and calls. We apologize for any misunderstanding. The fee of $35.90 represents two accrued fees for the following cycles: June 22, 2011 to July 21, 2011 and July 22, 2011 to July 31, 2011. We bill at the end of our cycles. The fee for the June 22, 2011 to July 21, 2011 had not gone through at the normal bill date of July 22, 2011 so it was charged at a later date together with the fee associated with the July 22, 2011 to July 31, 2011 cycle on August 1, 2011. Stamps.com is a licensed vendor of the USPS and is a software program that allows customers to print and create valid USPS postage. The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer. Our service is a monthly subscription service so it’s not based on usage of the software, but rather on having access to using it. As such, the service fees are nonrefundable, but we have made an exception in your case and issued a courtesy refund totaling $53.85. We hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Customer Care Manager Stamps.com

7/27/2011

Complaint: 07/27/2011: I attempted to cancel with Stamps.com after my first month free trial. They offered to extend the free trial another month and to give me another $5 credit. I agreed to try it for one more month. I was told by the customer care representative that this free month would end on June 28th. On June 27th I called to cancel because I was still not using it enough for it to be worth it. The representative again tried to give me another free month, but I refused and asked that the service be cancelled. He told me that it would be cancelled and that my credit card would not be charged. A couple weeks later I looked at my credit card statement and found that Stamps.com HAD charged my card the monthly fee of $15.95. I immediately called and spoke to a representative who seemed very helpful and apologetic. She looked at the records and said that the previous representative should have refunded my card, and apologized for him. She said that my card would be refunded within 4-5 business days. It has been more than 10 days and there has still been no refund issued.

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. We are sorry that you encountered this experience. We have issued a refund today in the amount of $15.95 to the credit card on file. The confirmation number is: 110728-002962. We hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Customer Care Manager Stamps.com

7/25/2011

Complaint: 07/25/2011: 6 months ago I realized charges from stamps.com on my debit card. I called to dispute charges and they never credited or cancelled. Called 12 times. I have also sent numerous letters to their corporate address. I never authorized them to bill my debit card monthly and never used their service ( which they confirmed. That the account was never utilized when I called to complain) not only did they charge my account without me aware, when I was aware 6 months ago and asked for cancellation and credit it never happened. I am still being billed and never credited.

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. As confirmed in the email sent on 12/27/09 by our representative Nicole B., we have closed the Stamps.com account with username tkk1030, created on 7/13/2005, and we had issued a refund of two fees totaling $31.98. The confirmation number is: 110713-003565. Our records show that a second account was established on 12/17/2009 with username lrkaronimink. We have closed this account today. We have reviewed our email and phone contact history and unfortunately we do not show that we had received a cancellation call. We do have multiple systems in place to ensure that we have complete records of all emails, chats, letters, and calls. We had closed Stamps.com account with username tkk1030 via e-mail on 12/27/09 as a courtesy. Prior to this date, our records indicate that we had received two e-mails. The first email, sent on 2/1/06, concerned the fulfillment of our promotional scale. The second, sent on 12/11/08, requested cancellation, to which our representative Max R. responded with phone cancellation instructions. Unfortunately we do not show that our Cancelation Department had received a call regarding either account, and we apologize for any misunderstanding. We hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Vince Yanez, Customer Care Manager Stamps.com

7/22/2011

Complaint: 07/22/2011: I ordered stamps from Stamps.com weeks ago and THAT'S IT. When I signed up for an account, I didn't agree to pay any monthly fee. They didn't even tell me about any monthly fee that I might have overlooked and mistakenly agreed to. Now my bank account is saying that stamps.com is billing me $15/month. I NEVER AGREED TO THIS. So I went to Stamps.com to find out how to cancel my plan. It said: "From the website: Click Change Plan under the Manage Account menu in the top navigation bar." I clicked change plan, and it only gave me the option of choosing a more expensive plan. It didn't give me the option of canceling my plan online. It says I have to call to cancel. THAT INFURIATES ME THAT I HAVE TO TAKE TIME OUT OF MY BUSY WORK DAY TO CALL AND CANCEL SOMETHING I DIDN'T ORDER. I SHOULD BE ABLE TO CANCEL ONLINE FOR SOMETHING I NEVER AGREED TO. (And on a side note...when I first signed up with them, I get a call from them on my PERSONAL CELL PHONE. It wasn't even a human. It was a robot. HOW OBNOXIOUS.)

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. We have closed the Stamps.com account as of 7/21/2011, the day we first received a cancellation request. Normally a customer is responsible for all service fees but we are happy to make an exception. As confirmed by our supervisor Gloria S. on 7/21/11, we have issued a full refund of $15.99 for the June 17, 2011 to July 16, 2011 Billing Cycle. Your confirmation number is: 110726-004138. We apologize for any misunderstandings regarding the monthly service fees associated with the Stamps.com service. We’d like to take this opportunity to provide a detailed walk-through of where we disclose our monthly service fee on our website, for your information. Every customer that registers for the Stamps.com monthly subscription service must register on the Stamps.com website. The vast majority of potential customers arrive directly from the main Stamps.com website landing / home page, and then has the option of immediately registering, or browsing for additional information. No matter what route a customer takes, the price of the Service is clearly communicated. The following places are the most prominent disclosures of the monthly fee: 1) Stamps.com Home Page. Before the potential customer proceeds to our registrations pages they will see an “Offer Details” link on the main Stamps.com home page. In the “Offer Details” link the monthly fee is clearly stated, “If you stay with Stamps.com past the trial period, you will be charged $15.99 a month for the Stamps.com service, you can cancel your services at any time.” 2) Learn More Page. The Learn More page is directly accessible from the main Stamps.com home page and is accessible to any potential customer prior to Service registration. By clicking on the Learn More link from the Home page, a customer is directed to a web page that includes the same “Offer Details” link and information mentioned above. 3) FAQ Page. The FAQ page is directly accessible from the Learn More page and is accessible to any potential customer prior to Service registration. By clicking on the FAQ link, a customer is directed to a web page that lists (22) frequently asked questions. The sixth listed FAQ is the following, "How much does it cost?" By clicking on this, the following information is provided, "$15.99/month – no hidden costs, cancel anytime." 4) Plans Page. The Plans page is directly accessible from the FAQ page and includes all pricing details for each plan and the various features offered per available plan. 5) Pricing and Payment Information Page. Even if customers do not visit the Offer Details link on the Home or Learn More pages, or review the pricing details offered on the FAQ, or Plan pages, we nevertheless ensure that new customers see our billing information and pricing structure before they create their accounts. During the registration process, which is a mandatory process that all customers must complete before being charged, on the page called “Pricing and Payment Information Page”, all prospective customers will see the following text: "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. If you continue past the trial, Stamps.com service fees are only $15.99 per month, and you can cancel anytime. No long term contract is required.” 6) Welcome Email. Stamps.com follows-up all completed registrations immediately with a "Welcome Email" that repeats that the service fees will apply following the trial period unless a customer cancels during the trial. We also ask customers interested in our service to read the Service Agreement and the information contained in their Welcome Email. The Welcome Email is sent directly to the email address just provided to us by the new customer. We apologize for any misunderstanding regarding our services. While Stamps.com is a service fee-based software program that allows you to print your own postage, PhotoStamps is an online service that allows customers to purchase sheets of customized postage. Customers do not have to sign up for Stamps.com to order PhotoStamps. Stamps.com does make outbound Welcome Calls to its new customers to the phone numbers we have associated on the Stamps.com account to welcome new customers and ask them if they have any questions. Customers do have the option of connecting with an actual product specialist during these calls by pressing 1 on the message or by calling our Support Line Monday through Friday from 6 AM to 6 PM Pacific Time at 888-434-0055. We apologize for any inconvenience experienced receiving this Welcome Call or cancelling the Stamps.com account. We do prefer to speak to our custom

8/30/2011

Complaint: 08/30/2011: Consumer alleges: I've never applied for any services and have never received any services. I spoke with a customer service and told them to stop sending email which has not occurred. Stop send emails to me. This is nonsense. They are upsetting me tremendously.

Business response: Dear Melvin, Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. The Stamps.com account in question has been closed as of 8/31/11. Normally a customer is responsible for all service fees but we are happy to make an exception. We have waived the outstanding charges of $47.97 on this account. The confirmation number is: 110831-001219. We show that a Stamps.com Pro Plan was fully activated at our site on 11/13/2010 with username “melvinruth.” An email confirming activation was sent on 11/13/2010 to melvinruth@aol.com. We apologize for any misunderstandings regarding the monthly service fees associated with the Stamps.com service. We’d like to take this opportunity to provide a detailed walk-through of where we disclose our monthly service fee on our website, for your information. Every customer that registers for the Stamps.com monthly subscription service must register on the Stamps.com website. The vast majority of potential customers arrive directly from the main Stamps.com website landing / home page, and then has the option of immediately registering, or browsing for additional information. No matter what route a customer takes, the price of the Service is clearly communicated. The following places are the most prominent disclosures of the monthly fee: 1) Stamps.com Home Page. Before the potential customer proceeds to our registrations pages they will see an “Offer Details” link on the main Stamps.com home page. In the “Offer Details” link the monthly fee is clearly stated, “If you stay with Stamps.com past the trial period, you will be charged $15.99 a month for the Stamps.com service, you can cancel your services at any time.” 2) Learn More Page. The Learn More page is directly accessible from the main Stamps.com home page and is accessible to any potential customer prior to Service registration. By clicking on the Learn More link from the Home page, a customer is directed to a web page that includes the same “Offer Details” link and information mentioned above. 3) FAQ Page. The FAQ page is directly accessible from the Learn More page and is accessible to any potential customer prior to Service registration. By clicking on the FAQ link, a customer is directed to a web page that lists (22) frequently asked questions. The sixth listed FAQ is the following, "How much does it cost?" By clicking on this, the following information is provided, "$15.99/month – no hidden costs, cancel anytime." 4) Plans Page. The Plans page is directly accessible from the FAQ page and includes all pricing details for each plan and the various features offered per available plan. 5) Pricing and Payment Information Page. Even if customers do not visit the Offer Details link on the Home or Learn More pages, or review the pricing details offered on the FAQ, or Plan pages, we nevertheless ensure that new customers see our billing information and pricing structure before they create their accounts. During the registration process, which is a mandatory process that all customers must complete before being charged, on the page called “Pricing and Payment Information Page”, all prospective customers will see the following text: "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. If you continue past the trial, Stamps.com service fees are only $15.99 per month, and you can cancel anytime. No long term contract is required.” 6) Welcome Email. Stamps.com follows-up all completed registrations immediately with a "Welcome Email" that repeats that the service fees will apply following the trial period unless a customer cancels during the trial. We also ask customers interested in our service to read the Service Agreement and the information contained in their Welcome Email. The Welcome Email is sent directly to the email address just provided to us by the new customer. Melvin, we hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Vince Yanez, Customer Care Manager Stamps.com

8/17/2011

Complaint: 08/17/2011: I sign up with stamps.com for 30 day trial period I cancel before the 30 days were up. On 8/30/2011 I noticed my credit card statement that stamps.com had charged to my credit card 15.99. I called stamps.com they told me "I had signed up again 3 mouths later. I did not. Stamps.com have been charging me 15.99 per mouth for more then a year. I never used the services even during the trial period, because they didn't explain to me how it worked

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. Normally a customer is responsible for all service fees but we are happy to make an exception. As confirmed in the conversation with our representative Melissa L. on 8/15/11, we have issued a refund of $31.98, and as confirmed in the conversation with our supervisor Crystal J. on 8/15/11, we have issued an additional refund of $31.98 for a total refund of $63.96, representing 4 month’s worth of fees for Account 4383291, which has username “100728.” The confirmation number is: 110818-003040. We have checked our system records and show that two accounts were created at different times on our website. We show that account with username “wtw1028” was established on May 15, 2010 and closed on November 4, 2010. We show that account with username “100728” was created on July 14, 2010 and closed on August 15, 2011. For account with username “100728,” we have checked our contact records and show that we first received contact in the form of a call on 7/27/10. Our call records show that an agreement was made to keep the account open after our representative Shannon A. offered the waiver of one upcoming fee with the callback date of 8/12/10. This was the date to call by to avoid receiving further charges. Our records indicate that the next contact we received occurred by phone call on 8/15/11, handled by our phone representative Melissa L. We apologize for any misunderstanding that occurred. For account with username “wtw1028,” we have checked our contact records and show that we first received contact in the form of a call on 7/22/10. Our call records show that an agreement was made to keep the account open after our representative Amber D. offered the waiver of one upcoming fee with the callback date of 8/12/10. This was the date to call by to avoid receiving further charges. Our records indicate that the next contact we received occurred by phone call on 8/10/11, handled by our phone representative David D. David offered the waiver of one upcoming fee with the callback date of 9/15/10. This was the date to call by to avoid receiving further charges. Our records indicate that the next contact we received occurred by phone call on 10/27/11, handled by our phone representative Elizabeth B. Again we apologize for any misunderstanding that occurred. Worth, we hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Vince Yanez, Customer Care Manager Stamps.com

8/9/2011

Complaint: 08/09/2011: After finding an email in my "throw-away" email acct from stamps.com stating that there was a problem with my service fee payment, I went to the website to see what was going on. Normally, I would chalk it up to a scam but this one looked a little different. I found the cancellation number and called, I was informed that "I" had started this service in May 2010. (never been used). The first email that I have gotten from Stamps.com was March 2011 (which I found after resorting my email). The rep insinuated that my kids/husband had started the acct which is completely implausible. Esp. using a cc # of mine that was no longer used and the only information that the rep could verify was my street address and phone number...both can be found in the phone book. The email that is associated with this acct. is one that I only use in public forums. It is not one that I use in setting up accts. The answers to the security questions did not match. After explaining all of this to the rep, she assured me that they could remove the $125.68 past due IF I agreed to keep the service for another month (which would require me to call again to cancel) AND I give them my credit card number so they could charge me $17. As I explained to her, I do not want to pay $17 for a monthly stamp service when I MIGHT buy 1-2 stamps per month. She then informed me that if I did not agree and give the cc# I would be charged for the entire past due amt for a service that I have never wanted. Feels like extortio

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. We have closed the Stamps.com account as of August 8, 2011. We have also waived the outstanding bill in question for $125.65. The confirmation number is 110810-000910. We show that this account was created on May 1, 2010 and that an email confirming activation was sent on that day. We show that the account was activated at our site with username “mom4jdc.” We apologize for any misunderstanding regarding the service that Stamps.com provides. Stamps.com is an advanced postage printing system that allows customers to print and create valid USPS postage. We would like to take a moment to briefly explain the account creation process. In order to create an account on Stamps.com, a customer needs to complete the entire registration process which requires that a customer enters their personal information (i.e. name, mailing address, phone number), credit card information, and that they review and agree to our terms and conditions (available at www.stamps.com/conditions). A customer is also required to select a username and password. For customers who believe an account was set up by an unauthorized 3rd party, we do recommend that they immediately notify their bank. We see that this issue has already been reported to the credit card company in question, and as such the credit card company will be in contact with our Finance team to proceed with the investigation accordingly. Financial institutions have standard policies and procedures set in place to help their customers with these issues. Refunds are handled by the bank or financial institution. On our end, Stamps.com closes these accounts to prevent further billing. We will be happy to cooperate with the financial institution or any authorized investigative body to assist in any formal investigation. We hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Customer Care Manager Stamps.com

8/4/2011

Complaint: 08/04/2011: Created account and then immediately canceled because of bait and switch marketing. Was still sent a "welcome package" and was billed for it even though already canceled the account. Calling merchant did not resolve because they said I needed to cancel the kit too. I asked to cancel everything and did not authorize any payment. Gave my credit card for POSTAGE to be purchased only and did not pay for any. Business practices of this merchant are very questionable and the CD that they sent in the mail to sign-up did not mention any charges - when asked about this they said "it's on our website" that was never visited.

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. Normally customers are responsible for the shipping charge on the scale, per our promotional terms, but we are happy to make an exception. As such, we have issued a refund for the scale charge ($9.99). We do not show that any service fees occurred on the account as the account was cancelled on 7/29/11 during the 4-Week No-Risk Trial Period. The confirmation number is: 110805-000817. We apologize for any misunderstanding regarding our scale offer. The 5 lb. scale is a promotional, introductory product that we offer to new customers, but our customers are not required to order it. Before a customer finalizes a Stamps.com order, pricing and shipping information is displayed before a customer clicks on the “Place Order” on the final screen of the order process. The Welcome E-mail we sent on 7/29/2011 to the e-mail explained that a charge for the shipping would occur if the option to order the scale from us was taken (as opposed to using a non-Stamps.com scale, which customers have the option to do). The Welcome E-mail stated: “We are also pleased to offer you a free 5 lb. Digital Scale to help make sure you always print the right amount of postage. You can order your scale when you log into the software for the first time. Just pay for shipping and handling.” Cancelling a Stamps.com account does not cancel any pending store orders in our system, since our store orders are handled by a 3rd party fulfillment house. We do not show that we had received a request in our system to cancel the store order itself. To cancel a store order, our customers would need to log in to the software, click on Settings on the left side of the software screen and select the cancel option under Order Status and History. Unfortunately, we could not cancel the scale order itself but once the scale arrives, we recommend refusing the shipment. There is no charge for the scale itself, just the shipping. We do show that a Stamps.com account was fully activated and created at our website on 7/29/11 with username “matalbert.” We apologize for any misunderstandings regarding the monthly service fees associated with the Stamps.com service. We’d like to take this opportunity to provide a detailed walk-through of where we disclose our monthly service fee on our website, for your information. Every customer that registers for the Stamps.com monthly subscription service must register on the Stamps.com website. The vast majority of potential customers arrive directly from the main Stamps.com website landing / home page, and then has the option of immediately registering, or browsing for additional information. No matter what route a customer takes, the price of the Service is clearly communicated. The following places are the most prominent disclosures of the monthly fee: 1) Stamps.com Home Page. Before the potential customer proceeds to our registrations pages they will see an “Offer Details” link on the main Stamps.com home page. In the “Offer Details” link the monthly fee is clearly stated, “If you stay with Stamps.com past the trial period, you will be charged $15.99 a month for the Stamps.com service, you can cancel your services at any time.” 2) Learn More Page. The Learn More page is directly accessible from the main Stamps.com home page and is accessible to any potential customer prior to Service registration. By clicking on the Learn More link from the Home page, a customer is directed to a web page that includes the same “Offer Details” link and information mentioned above. 3) FAQ Page. The FAQ page is directly accessible from the Learn More page and is accessible to any potential customer prior to Service registration. By clicking on the FAQ link, a customer is directed to a web page that lists (22) frequently asked questions. The sixth listed FAQ is the following, "How much does it cost?" By clicking on this, the following information is provided, "$15.99/month – no hidden costs, cancel anytime." 4) Plans Page. The Plans page is directly accessible from the FAQ page and includes all pricing details for each plan and the various features offered per available plan. 5) Pricing and Payment Information Page. Even if customers do not visit the Offer Details link on the Home or Learn More pages, or review the pricing details offered on the FAQ, or Plan pages, we nevertheless ensure that new customers see our billing information and pricing structure before they create their accounts. During the registration process, which is a mandatory process that all customers must complete before being charged, on the page called “Pricing and Payment Information Page”, all prospective customers will see the following text: "Your credit card is required by the USPS to set up your USPS postag

7/27/2011

Complaint: 07/27/2011: I have never done business with "Stamps.com," nor do I ever intend to use their services. I use USPS or UPS for all my mailing and shipping needs. These people have been harassing me with emails for months with the subject: "A Problem with Your Stamp Account." Not recognizing them I have never opened one of their emails for fear someone was trying to hack my computer. Then last month I got a "last notice" bill from them for $30 + dollars from them. responded with a note that I didn't recognize them and had never done business with them. Yesterday, I got a new statement for $47.97 (see attached). I don't know who these people are, but I suspect that they are an illegitimate outfit that preys on senior citizens — I'm 78 years old and have macular degeneration and a 50% loss of hearing. Please investigate and let them know that I will not tolerate their continued harassment, and will report them to the US Postal Service.

Business response: Dear Robert, Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. Normally a customer is responsible for all service fees but we are happy to make an exception. We have waived the outstanding balance of $79.95 on the account. We have also closed the account in question. Please disregard any future invoices regarding the fees. The confirmation number is: 110728-001046. We sincerely apologize for any misunderstanding. We show that an account was fully activated at our website on 8/13/2007 with username "bobmaggi." An email confirming activation was sent on that day to bobmaggi@ceva.net. Our records indicate that we first received a cancellation request via email on August 13, 2007. Our email service provided cancellation instructions and the number for our Cancellation Department. Unfortunately we do not show that our Cancellation Department had received a call. We apologize for any misunderstandings regarding the No-Risk trial associated with the Stamps.com service. We’d like to take this opportunity to provide a detailed walk-through of where we disclose our 4-Week No-Risk Trial on our website, for your information. Every customer that registers for the Stamps.com monthly subscription service must register on the Stamps.com website. The vast majority of potential customers arrive directly from the main Stamps.com website landing / home page, and then has the option of immediately registering, or browsing for additional information. No matter what route a customer takes, the No-Risk Trial Period is clearly communicated. The following places are the most prominent disclosures of the No-Risk Trial: 1) FAQ Page. The FAQ page is directly accessible from the Learn More page and is accessible to any potential customer prior to Service registration. By clicking on the FAQ link, a customer is directed to a web page that lists (22) frequently asked questions. The fourth listed FAQ is the following, "How does the No-Risk Trial work?" By clicking on this, the following information is provided, "New customers are eligible for our 4 Week No-Risk Trial. Simply cancel before the trial period ends and you will not be charged. If you like the service, do nothing and your account continues automatically.” 2) Pricing and Payment Information Page. Even if customers do not visit the No-Risk Trial details offered on the FAQs, we nevertheless ensure that new customers see our trial period structure before they create their accounts. During the registration process, which is a mandatory process that all customers must complete before being charged, on the page called “Pricing and Payment Information Page”, 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 (only $17.95 per month).” 3) Our Offer Details link on the aforementioned Pricing and Payment Information Page states: “NO-RISK Trial (4 Weeks) There are no upfront costs to try Stamps.com. Simply sign up and evaluate the service. Cancel anytime during the first 4 weeks and you will not be charged any service fees! If you continue past the trial, you will be charged service fees for the first month.” 4) Welcome Email. Stamps.com follows-up all completed registrations immediately with a "Welcome Email" that repeats the details of our No-Risk Trial. The Welcome Email states: “If you like Stamps.com and wish to continue the service, you do not need to do anything. Your service will continue uninterrupted and fees for the first month will apply. If you decide that Stamps.com is not right for you, cancel your account before your 4-Week Trial ends and you will not be charged any service fees.”

7/22/2011

Complaint: 07/22/2011: Stamps.com is fooling consumers into believing that they are participating in a free trial. They begin charging your credit card without a statement or an invoice. My credit card number changed, and they could no longer charge my account. That is when they began emailing me to collect the money. I was unaware I was PAYING them, as I never used the product. This is an example of a business that has a good concept and very poor execution. They are taking advantage of the consumer and they should have to refund money to those people that can verify with stamps.com that they have never used their postage.

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. We have closed the Stamps.com account in question as of 7/22/2011, in accordance with the call handled by our representative Erik W. Normally a customer is responsible for all service fees but we are happy to make an exception. We have waived the outstanding charge in the amount of $31.98, representing the last two service fees on the account. The confirmation number is: 110726-004004. Our records indicate that we first received a cancellation request via email on July 6, 2011. Our representative Jeff H. provided cancellation instructions and the number for our Cancellation Department. Stamps.com is a licensed vendor of the USPS and is a software program that allows customers to print and create valid USPS postage. The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer. Our service is a monthly subscription service so it’s not based on usage of the software, but rather on having access to using it. We apologize for any misunderstandings regarding the No-Risk trial associated with the Stamps.com service. We’d like to take this opportunity to provide a detailed walk-through of where we disclose our 4-Week No-Risk Trial on our website, for your information. Every customer that registers for the Stamps.com monthly subscription service must register on the Stamps.com website. The vast majority of potential customers arrive directly from the main Stamps.com website landing / home page, and then has the option of immediately registering, or browsing for additional information. No matter what route a customer takes, the No-Risk Trial Period is clearly communicated. The following places are the most prominent disclosures of the No-Risk Trial: 1) FAQ Page. The FAQ page is directly accessible from the Learn More page and is accessible to any potential customer prior to Service registration. By clicking on the FAQ link, a customer is directed to a web page that lists (22) frequently asked questions. The fourth listed FAQ is the following, "How does the No-Risk Trial work?" By clicking on this, the following information is provided, "New customers are eligible for our 4 Week No-Risk Trial. Simply cancel before the trial period ends and you will not be charged. If you like the service, do nothing and your account continues automatically.” 2) Pricing and Payment Information Page. Even if customers do not visit the No-Risk Trial details offered on the FAQs, we nevertheless ensure that new customers see our trial period structure before they create their accounts. During the registration process, which is a mandatory process that all customers must complete before being charged, on the page called “Pricing and Payment Information Page”, 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 (only $17.95 per month).” 3) Our Offer Details link on the aforementioned Pricing and Payment Information Page states: “NO-RISK Trial (4 Weeks) There are no upfront costs to try Stamps.com. Simply sign up and evaluate the service. Cancel anytime during the first 4 weeks and you will not be charged any service fees! If you continue past the trial, you will be charged service fees for the first month.” 4) Welcome Email. Stamps.com follows-up all completed registrations immediately with a "Welcome Email" that repeats the details of our No-Risk Trial. The Welcome Email states: “If you like Stamps.com and wish to continue the service, you do not need to do anything. Your service will continue uninterrupted and fees for the first month will apply. If you decide that Stamps.com is not right for you, cancel your account before your 4-Week Trial ends and you will not be charged any service fees.” Scott, we hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Vince Yanez, Customer Care Manager Stamps.com

8/26/2011

Complaint: 08/26/2011: They keep "fixing" the issue and two days later the problem is back. We pay to have stamps.com interface with amazon.com. They are supposed to download our order information from amazon.com and import it into their software (stamps.com) and then we print the label and they are supposed to import our tracking number back into amazon.com. They are doing none of this!!!! It takes 4 - 5 times longer to do this manually than what it would take if they did not do this at all. The software only works for about a day at a time. When it goes down it takes myself over two hours to get it back up and running. They keep charging me for their service and not providing me with what they are supposed to. They are supposed to interface with amazon.com and confirm my orders. It works one day and then it does not. They cost me more time then they save me!

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. Normally a customer is responsible for all service fees but we are happy to make an exception. As confirmed in the conversation with our supervisor Victor C. on 8/25/11, we have refunded $63.96, representing four billing cycles, to the credit card on file. As confirmed in the conversation with our supervisor Crystal J. on 2/11/11, we had waived two upcoming fees on the account. A waiver for one upcoming fee was also performed by our email representative Paul M. on 7/6/11. The confirmation number is: 110830-001017. As confirmed in the conversation with our Marketing Manager Kathy S. on 8/26/11, the new Stamps.com account set up on 8/26/11 with username “TWS” is associated with the promo code of usps45, as arranged by Kathy, and therefore includes a special offer for 3 free months. We are sorry to hear that you encountered technical issues. We understand the importance of mailing and shipping for customers’ businesses and we are committed to troubleshooting any technical issues that arise. We have checked our Tier 2 tickets on your account, and we show that the two documented issues, regarding the missing return address for webstore orders and the database error that occurred while attempting to refresh the webstore, have been resolved. We apologize for the inconvenience you experienced. In regards to the Amazon postback issue, our technicians have documented that the servers perform a postback of order information within a few hours. Normally, the postback does not occur immediately; the postback typically occurs within a few hours. However, we are working with Amazon to decrease the timeframe in which orders are posted back. Again we apologize for any inconvenience you have experienced in regards to this issue. We hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Vince Yanez, Customer Care Manager Stamps.com

8/12/2011

Complaint: 08/12/2011: I manage a business and have access to the company credit card to make business purchases. This card was the one I used to attempt to purchase stamps by mail. I found out after attempting that order that stamps.com doesn't actually send stamps by mail, but my credit card info had already been entered. Apparently this signed us up for a 4 week "trial period" in which time I needed to cancel the account in order to not be charged. The business owner has been receiving billing statements, not me, so I was unaware that these charges were being incurred. Emails from stamps.com were going to spam folder as well. If I had known that I was signed up, I would have cancelled service. I just discovered yesterday that these charges were occurring, and called to find out what it was for. I was told that there is nothing they can do to make it right. Because I was unaware that I was signing up for a service, I'm just out of luck. I spoke to 4 different employees who kept passing me on to their "supervisor" who also said they could do nothing. A total of $303.81 was drafted from our company credit card without anyone being aware of authorization. I feel like I have been tricked and these funds were in essence stolen from us! In my opinion, this company is very shady and dishonest! I work in customer service, and would NEVER handle my business in this manner!

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. Normally a customer is responsible for all service fees but we are happy to make an exception. As confirmed in the conversation with our supervisor Cecilia C. on 8/11/11, we have issued a refund of $95.94, and as confirmed in the conversation with our supervisor Glenn C. on 8/12/11, we have issued an additional refund of $95.94 for a total refund of $191.88, representing a year’s worth of fees. The confirmation number is: 110815-003894. Our records indicate that this account was activated on 1/4/2010 with username “austinsylvan” and that an email confirming activation was sent to southaustin@austinsylvan.com on that day. Stamps.com is a licensed vendor of the USPS and is a software program that allows customers to print and create valid USPS postage. We do not sell stamps per se. The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer. Our service is a monthly subscription service so it’s not based on usage of the software, but rather on having access to using it. As such, the service fees are nonrefundable, but we have made an exception in this case and issued a courtesy refund totaling $191.88. We apologize for any misunderstandings regarding the monthly service fees associated with the Stamps.com service. We’d like to take this opportunity to provide a detailed walk-through of where we disclose our monthly service fee on our website, for your information. Every customer that registers for the Stamps.com monthly subscription service must register on the Stamps.com website. The vast majority of potential customers arrive directly from the main Stamps.com website landing / home page, and then has the option of immediately registering, or browsing for additional information. No matter what route a customer takes, the price of the Service is clearly communicated. The following places are the most prominent disclosures of the monthly fee: 1) Stamps.com Home Page. Before the potential customer proceeds to our registrations pages they will see an “Offer Details” link on the main Stamps.com home page. In the “Offer Details” link the monthly fee is clearly stated, “If you stay with Stamps.com past the trial period, you will be charged $15.99 a month for the Stamps.com service, you can cancel your services at any time.” 2) Learn More Page. The Learn More page is directly accessible from the main Stamps.com home page and is accessible to any potential customer prior to Service registration. By clicking on the Learn More link from the Home page, a customer is directed to a web page that includes the same “Offer Details” link and information mentioned above. 3) FAQ Page. The FAQ page is directly accessible from the Learn More page and is accessible to any potential customer prior to Service registration. By clicking on the FAQ link, a customer is directed to a web page that lists (22) frequently asked questions. The sixth listed FAQ is the following, "How much does it cost?" By clicking on this, the following information is provided, "$15.99/month – no hidden costs, cancel anytime." 4) Plans Page. The Plans page is directly accessible from the FAQ page and includes all pricing details for each plan and the various features offered per available plan. 5) Pricing and Payment Information Page. Even if customers do not visit the Offer Details link on the Home or Learn More pages, or review the pricing details offered on the FAQ, or Plan pages, we nevertheless ensure that new customers see our billing information and pricing structure before they create their accounts. During the registration process, which is a mandatory process that all customers must complete before being charged, on the page called “Pricing and Payment Information Page”, all prospective customers will see the following text: "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. If you continue past the trial, Stamps.com service fees are only $15.99 per month, and you can cancel anytime. No long term contract is required.” 6) Welcome Email. Stamps.com follows-up all completed registrations immediately with a "Welcome Email" that repeats that the service fees will apply following the trial period unless a customer cancels during the trial. We also ask customers interested in our service to read the Service Agreement and the information contained in their Welcome Email. The Welcome Email is sent directly to the email address just provided to us by the new customer.

8/9/2011

Complaint: 08/09/2011: They are scamming many people plus myself guaranteeing a free trial when you get caught paying roughly $16.00. they guaranteed a month free trial however I feel I am being charged after reading sever cases and reviews of those who were charged a few days after the trial. I want my money back! Card cleared and no history of payments!

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. We have closed the Stamps.com account as of August 10, 2011. Please rest assured that no charge of $15.99 has occurred or will occur as cancellation has occurred during the Risk-Free Trial Period of 4 Weeks. The confirmation number is 110810-000680. Our records indicate that the trial period on this particular Stamps.com account would have ended on September 5, 2011. Our records indicate that we received an email contact requesting account closure and that our email representative Rich G. responded with cancellation instructions and provided our Cancellation Department’s phone number. Our records do not indicate that our Cancellation Department had received a call. We do prefer to speak with our customers over the phone to handle the closure of their accounts, but we have made an exception to our cancellation policy and closed the Stamps.com account via e-mail. We apologize for any misunderstandings regarding the No-Risk trial associated with the Stamps.com service. We’d like to take this opportunity to provide a detailed walk-through of where we disclose our 4-Week No-Risk Trial on our website, for your information. Every customer that registers for the Stamps.com monthly subscription service must register on the Stamps.com website. The vast majority of potential customers arrive directly from the main Stamps.com website landing / home page, and then has the option of immediately registering, or browsing for additional information. No matter what route a customer takes, the No-Risk Trial Period is clearly communicated. The following places are the most prominent disclosures of the No-Risk Trial: 1) FAQ Page. The FAQ page is directly accessible from the Learn More page and is accessible to any potential customer prior to Service registration. By clicking on the FAQ link, a customer is directed to a web page that lists (22) frequently asked questions. The fourth listed FAQ is the following, "How does the No-Risk Trial work?" By clicking on this, the following information is provided, "New customers are eligible for our 4 Week No-Risk Trial. Simply cancel before the trial period ends and you will not be charged. If you like the service, do nothing and your account continues automatically.” 2) Pricing and Payment Information Page. Even if customers do not visit the No-Risk Trial details offered on the FAQs, we nevertheless ensure that new customers see our trial period structure before they create their accounts. During the registration process, which is a mandatory process that all customers must complete before being charged, on the page called “Pricing and Payment Information Page”, 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 (only $17.95 per month).” 3) Our Offer Details link on the aforementioned Pricing and Payment Information Page states: “NO-RISK Trial (4 Weeks) There are no upfront costs to try Stamps.com. Simply sign up and evaluate the service. Cancel anytime during the first 4 weeks and you will not be charged any service fees! If you continue past the trial, you will be charged service fees for the first month.” 4) Welcome Email. Stamps.com follows-up all completed registrations immediately with a "Welcome Email" that repeats the details of our No-Risk Trial. The Welcome Email states: “If you like Stamps.com and wish to continue the service, you do not need to do anything. Your service will continue uninterrupted and fees for the first month will apply. If you decide that Stamps.com is not right for you, cancel your account before your 4-Week Trial ends and you will not be charged any service fees.” Please rest assured that no charges have occurred on the Stamps.com account in question. Travis, we hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Vince Yanez, Customer Care Manager Stamps.com

Consumer rebuttal: I am satisfied absolutely wit the service of stamps.com Thank you for your time and support.8/

7/28/2011

Complaint: 07/28/2011: I have had recurring bills for $17.99 on a monthly basis since 2009. I have never signed up for an account with this business and believe this is fraud. I called my bank and they froze my card and began fraud proceedings but have a 60 day policy with regards to fraud protection. They suggested I go after Stamps.com personally. I tried to speak with a CSR at stamps.com to no avail and I tried to escalate my complaint to a supervisor and was told I would receive a call back. I received no such call back. I wish a full investigation of this business and it's fraudulent practices.

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. We have closed the Stamps.com account as of 6/13/2011 to prevent further billing on the account, and in accordance with the conversation with our representative Katrina K. The confirmation number is: 110729-002466. In accordance with the promised resolution, our records show that our supervisor Crystal J. set up a callback on 7/27/11 and that our manager Fredy B. attempted on 7/28/11 to reach out via phone, in which he left a voicemail message, and email to provide more information on this issue. Fredy’s email to debgonzalez06@gmail.com on 7/28/11 stated: “Dear Deborah, This e-mail is to inform you that I attempted to reach you by phone today regarding your issue. I would like to help you as much as possible with this and reach an acceptable solution for you. What would be the best time to contact you and the best number at which we can reach you? If you would like to reach a supervisor directly, you may call us at our special Supervisor Line of 310-482-5800 ext 6411. My office hours are from 6AM to 4PM Pacific Time. Thank you for your time. We always want to do everything that we can to ensure our customers have a positive experience when working with Stamps.com.” For customers who believe an account was set up by an unauthorized 3rd party, we do recommend that they immediately notify their bank. We see that this issue has already been reported to the credit card company in question, and as such the credit card company will be in contact with our Finance team to proceed with the investigation accordingly. Financial institutions have standard policies and procedures set in place to help their customers with these issues. Refunds are handled by the bank or financial institution. On our end, Stamps.com closes these accounts to prevent further billing. We will be happy to cooperate with the financial institution or any authorized investigative body to assist in any formal investigation. Deborah, we hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Stamps.com

7/25/2011

Complaint: 07/25/2011: I have called the company three times asking a refund of $15.99. Twice I was promised the refund by two males, and today the refund has been denied by a female.

Business response: Dear Ioan-Aurel, Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. Normally a customer is responsible for all service fees but we are happy to make an exception. As confirmed in the email sent by our supervisor Crystal J. on 7/25/11, we have refunded the $15.99 charge associated with the June 17, 2011 to July 16, 2011 Cycle. The confirmation number is: 110727-003508. Our records also indicate that a second Stamps.com account was created on 3/1/2011 and refunded in full for the $15.99 fee charged to the account on April 20, 2011. Ioan-Aurel, we hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time. Best Regards, Vince Yanez, Customer Care Manager Stamps.com

7/22/2011

Complaint: 07/22/2011: I called on Feb to cancel my account because I did open an account with a different company and I did not need Stamps.com anymore. I now realized that they have been charging me $9.99 all these months. I sent emails, the first one on 7/8/2011 asking to cancel the account and they responded that I need to call. I called again but they denied my refund and said that their system says that I accepted a new plan, and that is INCORRECT. I have tried several phone calls and emails, and seems that Stamps.com just have a policy in place to do anything possible to keep accounts open to continue their monthly fees even without the consent of customers. they also have the policy of customers need to call to close the account, so they can start to offer you special deals, and wont take no for an answer.

Business response: Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. We have closed the Stamps.com account as of 7/22/2011, in accordance with the voicemail message left by our supervisor Crystal J. on that day. Normally a customer is responsible for all service fees but we are happy to make an exception. As a courtesy, Crystal waived the outstanding balance of $9.99 on the account. The confirmation number is: 110727-001342. We apologize for the impression that cancellation of the Stamps.com account did not occur despite a request to our Customer Care Representatives. We have reviewed our detailed e-mail and phone contact history and show that during the call with our representative Christine B. on February 1, 2011, an agreement was made to keep the account open after Christine offered the lower-cost Basic Plan and a callback date of March 4, 2011. This date was the date to call by in order to avoid receiving further charges. We sincerely apologize for any misunderstanding that occurred. Our records indicate that the next cancellation request we received occurred via email on 7/9/11, in which our email representative Rich G. provided cancellation instructions, as well as the number to our Cancellation Department. Arturo, we hope this resolves this inquiry in a satisfactory manner.

7/15/2011

Complaint: 07/15/2011: I signed up for a free account on the Stamps.com website (which does exist but is conveniently unavailable or unviewable on their website as of now), and about a month later (July 11) I was charged $15.99 for their Pro account, a service that I never signed up for. I checked out the company on RipOffReport.com, and I found to my horror that they've been doing this for years to hundreds of people (there were literally 270 reports for that site alone). I called my bank immediately to dispute the charge and then called Stamps.com to cancel my account. The guy who answered the customer service line tried every trick in the book to keep me, including offering me a "free" month of service (which is laughable at this point), but I insisted that they close my account. They eventually did and sent me a confirmation email along with a confirmation number, so hopefully that will be the end of that. However, they also charged me a $4.64 "closing fee," which is just beyond ridiculous. According to the RipOffReport.com reports, it's highly likely that I will be charged $15.99 again next month, but I'm hoping that won't happen.

Business response: Dear Ilyssa, Thank you for your inquiry. We appreciate and consider your feedback and take our customers’ concerns very seriously. We have closed the Stamps.com account as of 7/14/2011. Normally a customer is responsible for all service fees but we are happy to make an exception. We have issued a refund of $15.99 for the billing cycle associated with the cycle of June 6, 2011 to July 5, 2011 Billing Cycle. The confirmation number is: 110719-001288. Our records confirm that there were two fees charged. $15.99 was charged on July 6, 2011 for the June 6, 2011 to July 5, 2011 Billing Cycle. The prorated bill of $4.64 was charged on July 14, 2011 for the July 6, 2011 to July 13, 2011 Billing Cycle. The $4.64 fee was not a penalty for closing the account, but rather the prorated bill for the cycle the account was in when it was cancelled. Stamps.com bills at the end of its cycles. No further fees will occur to this account, as it is closed. We apologize for any misunderstandings regarding the No-Risk trial associated with the Stamps.com service. We’d like to take this opportunity to provide a detailed walk-through of where we disclose our 4-Week No-Risk Trial on our website, for your information. Every customer that registers for the Stamps.com monthly subscription service must register on the Stamps.com website. The vast majority of potential customers arrive directly from the main Stamps.com website landing / home page, and then has the option of immediately registering, or browsing for additional information. No matter what route a customer takes, the No-Risk Trial Period is clearly communicated. The following places are the most prominent disclosures of the No-Risk Trial: 1) FAQ Page. The FAQ page is directly accessible from the Learn More page and is accessible to any potential customer prior to Service registration. By clicking on the FAQ link, a customer is directed to a web page that lists (22) frequently asked questions. The fourth listed FAQ is the following, "How does the No-Risk Trial work?" By clicking on this, the following information is provided, "New customers are eligible for our 4 Week No-Risk Trial. Simply cancel before the trial period ends and you will not be charged. If you like the service, do nothing and your account continues automatically.” 2) Pricing and Payment Information Page. Even if customers do not visit the No-Risk Trial details offered on the FAQs, we nevertheless ensure that new customers see our trial period structure before they create their accounts. During the registration process, which is a mandatory process that all customers must complete before being charged, on the page called “Pricing and Payment Information Page”, 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 (only $17.95 per month).” 3) Our Offer Details link on the aforementioned Pricing and Payment Information Page states: “NO-RISK Trial (4 Weeks) There are no upfront costs to try Stamps.com. Simply sign up and evaluate the service. Cancel anytime during the first 4 weeks and you will not be charged any service fees! If you continue past the trial, you will be charged service fees for the first month.” 4) Welcome Email. Stamps.com follows-up all completed registrations immediately with a "Welcome Email" that repeats the details of our No-Risk Trial. The Welcome Email states: “If you like Stamps.com and wish to continue the service, you do not need to do anything. Your service will continue uninterrupted and fees for the first month will apply. If you decide that Stamps.com is not right for you, cancel your account before your 4-Week Trial ends and you will not be charged any service fees.” Ilyssa, we hope this resolves this inquiry in a satisfactory manner. However, if it does not, please don’t hesitate to contact us toll-free at 888-434-0055, Monday through Friday 6 AM to 6 PM Pacific Time.

Consumer rebuttal: I thank you for the refund. I will be keeping an eye on my bank statements for the next few months to make sure that what you've said about my account being closed is in fact the truth.