When we rented our postage meter through Neopost, we had an individual account representative who helped us set up the account and transfer funds from our old postage meter account. We had a few hiccups with things not being set up properly but he was able to get us through those issues.
Shortly after the account was set up mailed Neopost a check to be applied to our prepaid postage account. They lost the check and could not seem to find it despite our sending them numerous front and back copies showing that they had cashed it. Our original customer service rep suddenly became unavailable and stopped responding to phone calls and emails. Calling the company customer service line led to a different person each time and none gave us the same information.
Since we were already having this much trouble during our trial period, we requested Neopost close the account. The customer service rep said that he would fill out a return merchandise request and send it to a different department that would contact us with an RMA# and instructions on returning the meter and said that our account was now closed. We put the machine in a closet and waited.
Several months later, we began receiving bills from Neopost. We contacted them to tell them that our account was closed and that we had been trying to return the meter for months, and they told us that we owed a balance of several hundred dollars in postage charges--impossible since we hadn't been able to use the meter for postage once we ran out the initial balance from our former prepaid account and Neopost still hadn't said they found our original $200 check, so the meter had never had any funds available for postage.
After almost two years of phone calls, faxes, and emails to this company, I was told numerous times that the matter was resolved and that I would receive an RMA# and return instructions, only to receive another erroneous invoice or call from Neopost collections a few days later. Last week, I finally reached a customer service rep who told me that our account had been closed for two years, that we had $200 credit in our prepaid account (they finally found that missing check, apparently) and that the account that was in collections showed that the only charges that had been applied were finance charges and late fees. Interestingly, he also said that he could see the account history of finance charges and late fees back through 2004--over two years before we ever had any business dealings with his company.
He gave us instructions to send a fax to someone in a different department to have the fees removed from our account and request a refund for the $200 in prepaid postage that we were never able to use. We've yet to hear back.
2 Updates & Rebuttals
Amber
plantsville,Connecticut,
Please read your signed contract!
#3UPDATE Employee
Fri, March 29, 2013
I work for a local dealer of Neopost USA (which is our corporate office). I have been there 11 years so I have experience under my belt. You would not believe the overwhelming amount of phone calls that come in of people who want to terminate their lease or rental but do not follow the proper procedures! You cannot blame a customer service representative for you not doing your part. First and foremost, your contract specifically states that terminations need a 90-day written notice due to processing time.
Additionally, if you mail in a postage check and fail to put your account number on the check (not the stub) the money will sit into a giant holding account until the funds can be clearly identified as belonging to your company. This usually requires a phone call from you when you realize there the check has cleared but no money is in your account and then an email sent with a scan of the front and back copy of the check to see which department cashed the check and to locate it in their system. The people who process customer checks are simply that. They are an outsourced group whose sole job is to enter check after check into the system. They process postage checks not only for the Neopost brand but Hasler and PB as well. Therefore, how is a representative to know who you are and what the check is for without your account number? That would be like sending in your credit card payment to your credit card company and not putting your account number on the check.
If you think about the business world, often times Accounts Payable checks have a different company names or remit to locations as the physical location of the equipment.
As for the RMA you have been trying to have processed, they need a letter, in writing (faxed or emailed) to start the RMA process. Then it it is sent over to another department to ensure you do not owe any money or have a lease buyout which would need to be paid prior to the RMA labels being created. Then, once this is cleared up the information is sent over to the Asset & Recovery Department who will issue pre-paid FedEx return labels. They will only email labels to the requester. You simply print them out, box up your equipment and meter and send it back, prepaid at Neopost expense. Once the meter gets back to Memphis, TN the meter will go through its process of being docked in and returned. Per the USPS (not Neopost law) any money over $25.00 will be deposited back into your postage account. Once the funds are deposited back into your account you then request, in writing, how much and where you want your refund check sent to. Because this is money and governed by the USPS (Postal Service) checks can take 4-6 weeks to be refunded. Because the amount of companies that go out of business or relocate this is why you have to request the refund, in writing, to verify where the check is to be mailed. They do not just have the USPS issue checks and have them get into the wrong hands of who they do not belong to.
So, before you jump to conclusions and complain about a company first, you need to read the terms and conditions that you would have signed for any trial, rental, lease, or purchase. You cannot always blame someone for the users mistake!
And remember, the person on the other side of the phone is only there trying to help you. So by verbally attacking them is not going to make them work any harder or more professional for you. Treat others the way you want to be treated and you will get better service. This is a known business fact dating back years.
Pissedoff
Dallas,Texas,
United States of America
SCAM ARTIST
#3UPDATE Employee
Fri, July 02, 2010
THIS COMPANY IS ONLY IN TO MAKING MONEY THEY GIVE YOU A 90DAY FREE TRIAL AND LOCK YOU IN AUTOMACTICALLY WITH OUT ANY KNOWLEDGE AFTER 6 MONTHS SO YOU ARE SCREWWD NO MATER WHAT THEY SEND OUT CALL TAGS AND NEVER PICK UP MACHINES. THEY DON'T CARE EVERYBODY IS FRIENDS OF FRIENDS SO IT'S A LOOSE LOOSE SITUATION! THEY DON'T RESPOND TO EMAILS OR RETURN CALLS JUST KEEP TELLING CUSTOMERS WE ARE 3 WEEKS BEHIND! AH YEAH YOU KEEP FREAKING FIRING EVERYBODY DON'T TRUST THESE FOOLS.