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Pigeonly Reviews Summary
The company has garnered significant negative feedback, primarily due to persistent issues with unauthorized charges and inadequate customer service. Customers frequently report difficulties in cancelling subscriptions, resulting in repeated billing despite attempts to halt services. Many express frustration over unresponsive customer support, including disconnected phone lines and unhelpful email interactions. While some users appreciate the concept of the service for maintaining communication with incarcerated loved ones, the overwhelming sentiment is one of dissatisfaction, highlighting a critical need for improved operational integrity and customer care to restore trust and credibility.
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Credit card scam. Report to police. They have stolen my credit card and made fraudulent charges - no service rendered.
I thought this service would be faster than snailmail, but it's the opposite. It took almost a month to process a picture and get it shipped, my husband never received an important letter regarding his Board hearing that i wrote for him, good thing i saved a hand written copy. Picture still hasn't been delivered. The postcards are ok except the advertising of the company takes up most of the space where you place the picture you chose on the back. They need some consumer feedback to make it better. I cancelled my subscription because it wasn't what I thought it would be. Too many bad reviews especially when it comes to the scamming and taking money.
Seems like the charge you every week for service. I called to cancel service and the charge me again a couple days later. Be careful with this company!
3 months after my complaint I finally got a message from a customer relations associate offering to help with a refund. I give them credit for trying, but 3 months is too long and getting refunds has never been an issue with Pigoenly, the issue is they would refund my card and 2 weeks later start charging me again. I finally had to dispute each charge individually and then cancel the card cause CapOne considered it fraud.
I sent my fiance photos one time in December of 2017 using this service. Beginning in March of 2018 Pigeonly started randomly charging my credit card for services I never used and aren't even available in the state of Texas. I called and got refunded in June. Then July I got charged 4 different times again and 3 more times in August. Called again and told them to remove me from their system and got another refund. September... 4 more charges. 3 more charges in October and 2 so far this month in November. This company is running credit balance scheme and using deceptive business practices.
I paid for six month of unlimited photos, post cards and phone calls. It's been over a month and one postcard has been received. None of the pictures have been sent or received. I paid the monthly fee for unlimited phone call and it still costs me. 16 a minute. Definitely not what they advertise.
Funny that I hired this company to contact my ******* who is in jail for cc fraud and this company fraudulently charged my cc. Had to cancel my cc... save yourself the trouble!
We are so sorry to hear about your negative experience. Please know that we strive for all of our customers to have a great time when visiting Pigeonly. I see that your main concerns are regarding your credit card charge. Please give us a call to further investigate your account. Again, my deepest apologies for your negative experience. We hope that you come back to see how we are improving. Thank you for your feedback! We will use it to grow our business and correct our mistakes. All the best.
They acces your cc whenever sometimes 5 times in one month. Basically they abuse customers. Not good.
Hello Susan, We apologize for any dissatisfaction you have felt. If you still need any further assistance regarding your account, feel free to call an Account Manager, M-S 6-4 P.ST. At (800) 323-9895 in order to discuss the particulars in full detail and get your issue resolved as soon as possible. Thank you and stay well.
I'm satisfied with the fast shipping to start with and it's easy to use and saves me time. I'm using pigeonly for years and their service has been improved a lot. Thank you Pigeonly.
Dear Jai, Thank you for the wonderful review and for taking the time to share your feedback with Pigeonly. Thank you for being our valued customer. Our priority is customer service and we are ecstatic that we met that mark! Kind folks like you make our job a pleasure.
One of the best sites for the people who's loved ones are locked up, i just had to pay 29 bucks for the whole year for photos and i loved it Thanks Pigeonly
Dear John, thanks for leaving us such a wonderful review. We are thrilled that you loved your experience; our staff will definitely be happy to read what you wrote. We put customer experience and satisfaction as our priority, and your review reaffirms the hard work we put in every day. So thanks for your kind words and we look forward to seeing you again.
Very Fast service great work exccellent service i am using this from many years. I like and reccommend this site
Hi Legend. Thank you for the positive feedback! I'm happy to here that you are pleased with our services. Please continue to be a Pigeonly advocate.
As a friend of mine was incarcerated a few months ago i began looking for a convenient way to keep in touch and settled on pigeonly with its slick looking website and seemingly inexpensive service. What i discovered was that its all smoke and mirrors. Not only was it extremely deceptive in its claims of sending unlimited photos and postcards and letters, it never delivered any of the items i tried sending and continues to bill my credit card three months later despite cancelling in the first week.
Hi Scott, I apologize for any inconveniences you've experienced using our services. There was a delay in orders however; we issued full refunds and a free month credit to each customer who called in for the delay. I will be more than happy to do the same for you. I will also be sure to refund any fees that were charges to your account incorrectly. Please feel free to give us a call her at 800-323-9895 we are here from 6 am - 6 pm PST Monday - Friday. If you can not call in please provide me with your first and last name to locate the account and I can take care of all concerns.
It was the best way to keep in touch with lived ones and the prices were good as well. What i liked most was the personal service during my last call where i needed help.
Hi Rebecca, I'm happy to hear that you are pleased with our services! Customer service is our top priority. Please continue to be a Pigeonly advocate and thank you for your positive feedback.
They charged me fees of $7.99 and $2.99 up to $40 within 21 days, they hurried and reversed the charges after I called them, But I cancelled my services through them because I didn't like that they just took money off my card whenever they wanted. They sent me an email confirming that my account was closed and I wouldn't be charged anymore, I went to their website and deleted my card info and what do you know a month later they started charging my card again! I had to call my bank and order a new card just to make sure this company doesnt keep stealing from me! DO NOT USE THEM!
Hi Karri, I do apologize for this inconvenience. Those are fees that are automatically charged to Pigeonly accounts depending on your subscription type.The good news is our refund policy is simple so if you were charged incorrectly the appropriate department will correct the issue and refund the charges right away.
The process to receive a refund can be as quick as 3 days but can take as long as 14 days, depending on your bank.
Please let me know if for any reason you have not been refunded.
Thank you and once again we do apologize for the inconvenience.
Scam master... they gave me a number and i used it but was still getting charged the same rate. Follow up by giving me another number and the new number was even more expensive. It should be against the law and we should get together and get a class action law suit against these scam artist.
Hi Trang. I can assure you that we are not a scam, our main goal is to provide services that help the families who are incarcerated. Sometimes the number is not deemed local by that facility resulting in no savings. It all depends on what the facility will accept as local, we know how expensive and stressful it is to keep up with those high calling costs. That's why we will issue another number free of charge to the customer with hopes the new number will be accepted. If for any reason it is not we can do the work to try again or issue a full refund to the customer. We have a 100% money back guarantee, so f you are not saving money it's a full refund. So once again I do apologize for this inconvenience but I'm more than happy to issue you a full refund if you were not able to save money with your Pigeonly best rate number. Pleas feel free to give us a call at 800-323-9895 we are here from 6 am - 6 pm PST Monday - Friday. Please use reference code 8236 and a manager will be more than happy to assist you. If you can not give us a call please provide me with your first and last name so that I can locate your account and assist you further. Thank you.
I've been charged for months from this lousy $#*! company for services I never used and ever had no idea my car info was saved to the site because I never saved my info when I went back to the site to see what was going and try to delete my card in kept saying error please call the 800 number but when I call no answer or I'm on hold for long periods of times went back to the website to try again to delete my card info only for it to be deleted already tried to start a chat with a representative so I can voice my concern but OHhhhh they are not online tried to call again with no answer never signed up for no damn auto pay because there's no auto pay option and who the $#*! would sign up for auto pay to send pictures nobody is sending that many pictures when it take damn near three weeks for your loved one to get the pictures and you can't send anymore until the receive the first batch but it's suppose to be unlimited Decided to do some research on the company and it was started by a guy who was in jail not saying all people who do time are trying to scam people buy this one here most def is. I'm currently trying to contact the BBB because I want my money back and this company shut down and conviently they comment section is closed on they website STAY AWAY FROM THIS COMPANY not all are bad but this one IS
Hello Faydra R. When signing up for our services whether online or by calling in there are terms and conditions that must be agreed to before signing up. These terms and conditions state that services are reoccurring meaning each month on the same date. There is also a reminder at checkout that the services are reoccurring. So billing goes on until the services are canceled. Deleting a card from a users end does not turn off the reoccurring billing or delete the card from future billing. Sometimes are hold times are high due to the demand of our services, since then we have expanded the team to handle all call volumes resulting in much lower hold times. Please keep in mind that our hours are on PST so when we are closed there are no live chat options available. Our chat hours are also listed. Our call center is open from 6 am - 6 pm PST. Due to the Erebus of prisons mail policy and in order for Pigeonly to be in compliance, there had to be a policy set so that inmates are not receiving more mail per day than they are allowed. Our customers voiced their opinions about the pictures being sent back because they received to many at a time so with that being an issue as well, guidelines were put into place. Yes the owner was incarcerated which is why we are so passionate about the needs and being able to help other incarcerated families. Also if you were having any issues that were because of Pigeonly we have a 100% money back guarantee so I'm happy to issue any refund. I will also issue you a refund if you were displeased with your services. Once again we apologize that you were not happy with our services. Please give us a call and use reference code 8236. Thank you.
Pigeonly is a wonderful idea, but poorly executed. The website is incredibly misleading. For example, it provides a rate of $2.99 for letters... 'unlimited' letters. But there's a catch. Once you select the 'letters' button, a $4.99 pr month 'premium' fee pops up. Then you're offered a discount to pay in advance, but nothing is broken down. I paid for three separate prisoner accounts, selecting letters and postcards. All three 'pay in advance' prices were different, ranging from $57.00 to $134.00. But there was no explanation for them. I attempted to 'chat' to get some clarification, but the agent was more confused than I was.
Also, the pictures on postcards are really tiny. Normally, a postcard is a picture on one side, and a message on the back. The message takes up one side, but Pigeonly ads take up the majority of the 'front', leaving your picture slightly larger than a postage stamp. So really, these cards are a scam, because you're not sending a real post card picture.
In addition to that, Pigeonly has a strict policy of no refunds. Ever. Nor will they ever contact the prison on your behalf if their mail gets returned to you. They are unwilling to advise whether or not the prison will accept postcards... but they won't issue a refund if they don't.
They advertise a free 'video' that's allegedly included with each postcard. But again, most prisons won't accept that. So subscribers are charged for a lot of services with 'promises' that fall flat.
Until these issues are fixed, Pigeonly isn't worth the trouble. Again, it's a great idea, but somebody needs to pay attention to how it's being executed. Today, they're not listening to the public.
Hello Miya and thank you for the feedback. We regret your past experience but feel it would be best handled over the phone. Feel free to contact an Account Manager M-F 6-6 8003239895 in order to discuss in detail the specifics of your account and have it resolved. Thank you.
This company is a joke. Signed up to use the service, waited weeks to be told they would let me know when they would be able to provide me with the service I requested. Canceled the service because I wasn't happy paying for a service I couldn't use and over a month later, I still see charges from the company.
Hi Tiffani, I apologize for this inconvenience. We do have a 100% money back guarantee so if the service paid for was not provided we are more than happy to issue a full refund. Please give us a call so that we can rectify this issue. Our number is 800-323-9895 we are here from 6 am - 6 pm PST Monday - Friday. Please use reference code 8235. Thank you.
If you're thinking about using this companies services, DONT! Here's my experience with them:
I signed up in July, spent $20 for 3 months. I canceled the service with them 2 weeks later because I did what I needed and no longer needed their service (I took the loss). Fast forward to October, I see a charge for $2.99 and instantly called my bank and told them of the charge. My bank ended up putting the $2.99 in my account. Two weeks later A charge of $7.99 appears, I call my bank again and they started an investigation, during that time they charged me another $2.99 and another $7.99. They're just taking whatever, whenever. Oh and I called them and chatted with a Shane and he said he could see where I requested to cancel my service so I shouldn't have gotten charged again and he was going to start his own investigation. Also online chatted with Shane on a separate occasion asking to once again cancel the service. It's all been a hot mess and I'm closing that bank account tomorrow and opening another one. It's ridiculous it has to get to that.
Hi Jessica, I apologize for this inconvenience. Yes that is a fee that is automatically charged to Pigeonly accounts depending on your subscription type.The good news is our refund policy is simple so if you were charged incorrectly the appropriate department will correct the issue and refund the charges right away. If your account was canceled and done so correctly there should not have been any charges at all. Have you received any refund as of yet?
The process to receive a refund can be as quick as 3 days but can take as long as 14 days, depending on your bank.
I will be more than happy to locate and refund any charges that were done incorrectly if it has not already been done. Our wait times have been high in the past due to the demand of our services but we have expanded our team since then and wait times are currently very low. So feel free to give us a call or provide me with your first and last name and I will be more than happy to locate and refund the charges. Once again I do apologize for this inconvenience.
I'm getting charged $2.99 fee every other month. I'm also being charged twice a month for my monthly fees! I've been trying to contact them and I'm on hold for 15 minutes every time. Really thinking about discontinuing this service
Hi Aisha, I apologize for this inconvenience. Yes that is a fee that is automatically charged to Pigeonly accounts depending on your subscription type.The good news is our refund policy is simple so if you were charged incorrectly the appropriate department will correct the issue and refund the charges right away. Have you received any refund as of yet?
The process to receive a refund can be as quick as 3 days but can take as long as 14 days, depending on your bank.
I will be more than happy to locate and refund any charges that were done incorrectly if it has not already been done. Our wait times have been high in the past due to the demand of our services but we have expanded our team since then and wait times are currently very low. So feel free to give us a call or provide me with your first and last name and I will be more than happy to locate and refund the charges.
I'm sick and tired of this dam company! They need get shut tf down asap! They been taking money from my card w out permission every month! And sometimes my dad trys to call me and it wont go thru.
Hi Champagne, I apologize for this inconvenience. Yes that is a fee that is automatically charged to Pigeonly accounts depending on your subscription type.The good news is our refund policy is simple so if you were charged incorrectly the appropriate department will correct the issue and refund the charges right away. Have you received any refund as of yet?
The process to receive a refund can be as quick as 3 days but can take as long as 14 days, depending on your bank.
I will be more than happy to locate and refund any charges that were done incorrectly if it has not already been done. Our wait times have been high in the past due to the demand of our services but we have expanded our team since then and wait times are currently very low. So feel free to give us a call or provide me with your first and last name and I will be more than happy to locate and refund the charges.
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Dear Sharlie,
We want to sincerely apologize for your negative experience. However, we'd like to learn more about your situation and what exactly happened. We want to make things right. So, please give us a call on 1800-323-9895. We look forward to hearing from you and earning back your business.