Pitney Bowes / unethical behavior
Incident date: 9/25/17
Case #: [protected]
Our payment was made on-line 2 days before the due date of September 17, 2017, which falls on a weekend. An email confirmation was received and the verbatim wording says, "Your payment has been successfully processed as reflected below:
Payment Amount: XXX
Payment Date: September 15, 2017
Confirmation code: XXX"
It comes out of our bank account on September 18, 2017 and we get charged $35 late fee.
Pitney Bowes' argument is their fine print which says, "Please allow UP TO 2 business days for your on-line payment to PROCESS." I have an email (copy attached) that confirms my payment HAS BEEN SUCCESSFULLY PROCESSED on 9/15 /17.
Our payment is not a credit card card payment but an ACH direct payment.
BOTTOM LINE: PITNEY BOWES HOLDS ITS CUSTOMERS TO A STANDARD OF COUNTING BUSINESS DAYS, BUT THEY COUNT CALENDAR DAYS FOR DUE DATES AND THEIR 27 DAY BILLING PERIOD. DUE DATE MEANS 2 BUSINESS DAYS BEFORE YOUR DUE DATE AND IF YOUR DUE DATE FALLS ON A WEEKEND IT MEANS 3 OR 4 DAYS BEFORE YOUR DUE DATE; "UP TO" 2 BUSINESS DAYS MEANS - "DEFINITELY 2 BUSINESS DAYS OR LONGER IF WE FEEL LIKE IT"...At this point I was condescendingly asked by MARIE (customer service supervisor), if I knew what business days are? [Really? You're going to insult my intelligence?]; YOUR EMAIL CONFIRMING YOUR PAYMENT WAS SUCCESSFULLY PROCESSED DOESN'T REALLY MEAN IT WAS SUCCESSFULLY PROCESSED, IT SIMPLY MEANS "WE RECEIVED YOUR PAYMENT" - This was the explanation I was given for my misunderstanding that processed doesn't mean processed.
To companies making postage provider decisions by researching reviews:
Use Stamps.com, Amazon, or (yes, even) USPS.
To summarize our late fee removal request denial explanation:
1) "Up to 2 days" means to me that it could take AT THE MOST 2 days" but to PB it means it will definitely take two business days - at the very least.
2) "Successfully Processed" doesn't mean successfully processed, it means successfully received into our system to be processed at a later date because there's no one in our office to process your payment at 3:00PM on a Friday. (Actual explanation - so #3)
3) Pitney Bowes adds another BUSINESS DAY to the already UP TO 2 business days since the bank day changes to the next business day after 1:00 EDT - PB doesn't really care what time zone you happen to be and their system - that can't instantly process a payment when it's sent via ACH, most certainly can't be expected to make adjustments for time zones.
4) All this and they have the nerve to question my intelligence?
Litigation, anyone? [NOT A THREAT, JUST A SUGGESTION TO OTHER CUSTOMERS AND/OR POTENTIAL CUSTOMERS.] However, the consumer advocates and the states' attorneys general tend to appreciate what consumers can see and what consumers can hold in their hand, like email confirmations. They also like words to mean exactly what their definition indicates. And they really frown upon condescending remarks to the consumers to whom customer service reps earn their paycheck to serve, i.e., "Do you know what a business day is, ma'am?"
Your $35 late fee may cost you a lot more than it costs us. Oh, and capital letters were necessary.
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