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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing you in need of your help. I have been dealing with this company H32353831**35323231**H (*****) for over 4 years now and recently I have been having problems with them. I spent hundreds of dollars with them and have a credit of $100 with their sister company Peracon and $104.24 with their company (both invoices are enclosed). I wrote to them and showed them about these credits and sent them copies of everything they sent me showing I had credit and they are saying that I don&#**;t have credit that I have credit, that I spent it in Sept. of 2020 on Peracon. Now that is impossible because not only that I have a $100 credit with Peracon but never spent that credit because I am on their website until my release so it is impossible to have spent $100 in Sept. 2020. When I never had to renew my profile, I never even asked them to use my credit with H3735**35323534**34H to Peracon so how could I have used my credit with H3735**35323534**34H? Doesn&#**;t make sense. So I have all of the proof that this company is taking my money and not giving it back because I am in prison. I contacted H3735**35323534**34H - ***** several times and she won&#**;t send me my money back saying that she has a low rating with your bureau. All the documents you need are enclosed and her response is enclosed. She tried to void a credit memo but I have a copy of a credit memo on 1-13-22 after she voided or sent the one she voided. I am also sending you copies of the money slips from **** stating all the money they took out of my trust fund to H3735**35323534**34H and Person. I have clear copies (the originals) just didn&#**;t want to send them to get lost in case I need them - 1 for $127, 1 for $125 and 1 for $218. Please let me know if you need anything on my end and anything else I need to do. All I want is my money back and this matter resolved. I would really appreciate all of your help and time in this matter. Thank you and I look forward to hearing from you.P.S. I even had a friend contact them because he sent them $25 (Peracon) to add to my credit and they just took that money as well and never made any changes to my profile, lied to me and said they did but never copied my new photo or put me up on his front page like they are supposed to do. You can contact him at **************,
Business response
07/23/2023
this inmate is very misinformed on his accounts with our companies. He has NO CREDIT on each company account. Where he thinks he does is a error. He has spent everything overtime.
If he did have credit, which he does not, our policy is no refunds, credit on account only. He also has been told this numerous times.
We have noticed he has made up things on this claim, about ***** talking to him and stating the WE HAVE A LOW RATING WITH BBB?
NO that is not true, I am ***** and we as you can see do not have a low rating. thank you.
Final he has no credit on either account. Thank you.
Customer response
08/16/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
See attachedBusiness response
08/16/2023
once again, this inmate is wrong, he can say whatever he likes... but the truth is he HAS NO CREDIT NO MONEY ON ANY ACCOUNT WITH US. This is final.
this inmate is very misinformed on his accounts with our companies. He has NO CREDIT on each company account. Where he thinks he does is a error. He has spent everything overtime.
Initial Complaint
08/12/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a book from this online book seller. They sent me the wrong book. I requested a refund or replacement. They refused to replace the book or offer a refund unless I paid for return shipping. I refused to pay return shipping for an item that was not the item I purchased. I've attached an email chain including the receipt and the conversation I had with their customer support.Business response
08/13/2022
we have explained everything to this person, but they seem not to be happy... we are sorry, that the book used to be available in hardcover, when we went to order from our supplier things CHANGED. We can not controll this in todays world this changes!!! it is part of life.
we looked everywhere for a copy in hardcover and each time, the hardcover came in from supplier softcovers. we have put a lot of effort to assist this person and try to get them the hardcover version. we tried and it just is not available.
we told them just send the book back, they have numerous times told us they received and we will give them credit.
WE DO NOT OFFER RETURN SHIPPING COSTS... and we cannot issue a credit if we do not get the book back. the decision is his.. and if the book have been read and not in sellable conidition we will no be able to issue credit. we feel this person maybe reading this book.
there is nothing we can do until they either keep the book and enjoy it, since there are NO HARDCOVER one to be found. OR SEND THE **** BACK FOR CREDIT ( in sellable condition please)
we are sorry for any inconveniences. thank you.
Customer response
08/13/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Christian
Initial Complaint
06/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
June 22, 2022 BBB Staff, Since December 2, 2021 I have had an active profile on a prisoner pen-pal website name ********* (P.O.Box ****************************** *****) I paid $85 or $90 to have an active profile on their site until my release date. I paid an extra $10 for a feature they have called "Author Tab" where published authors can post their books. I sent ********* a picture and description of my book but somehow the picture never ended up on my profile and the description ended up under their feature called "Artist Tab" or "Artist Page" though this description clearly say Author Tab info at the top. I've wrote ********* numerous of times about this simple mistake but in no response have the company acknowledged or addressed this issue when they do respond its just print outs of my profile. Nothing has changed. I'm send a copy of my profile where you can see, on the page numbered "3" where the description of my book was put on this site as art work and the picture is not even there. Can you please help me?Business response
07/12/2022
See attached responseInitial Complaint
05/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
April 27, 2022 Dear BBB I like to file a complaint against the company FreeBird Publishers ****************************************** www.freebirdpublishers.com. In the inmate shopper *******'s Largest Book of Resources for Inmate Services 2019-2020 annual issue that I ordered from FreeBird Publishers - 2 companies that the listed in the Business Directory 1. Remind Magazine rated a 10 and 2. Cell Block Publishing, rated a 10. Now Both of this company I've sent a institutional check to and the companies have cashed the check and not sent me the product. See "2" Inmate request from Inmate Bank on the dates that the checks were cashed. I've written complaints to The ****************** of *********** and **************** in ***********, ******* and Better Business Bureau and both companies have failed to answer the complaint and they was closed. This falls back on the Company FreeBird Publishers for falsely advertising for the 2 companies when they are robbing prisoners out of their money. Something need to be done Thank you *****************************Business response
05/16/2022
we are not the company you have made order with. we have done no false advertising, these two companies are still in good standing and in business. what you might not understand is the world and services in general have all slowed down, watch the news.
if you have written to these companies, give them time to respond, you are NOT the only customer they have and you HAVE TO SEND PROOF of check being cashed. not tell them your prison told you so.
PHYCIAL PROOF IS COPY OF FRONT AND BACK OF CASHED CHECK! without that the check is NOT been cashed. what you might consider cashed is the prison has removed the money from your account, which is very diff. also the day the prison takes money from your account is NOT THE *** they process your request, by printing check , mailing etc.... again things take so much longer than before... get used to it, this is the NEW NORM.
we recommand, get the phyical proof and make copies and send with letter to each company if you still have not received your order. remember prison mailrooms hold publicaitons in REVIEW PILE that takes long long time too
Initial Complaint
03/21/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
See AttachmentBusiness response
03/22/2022
we are not sure why this person thinks he is not posted on each of our premium section, HE IS THERE !!!
we have written him letter with proof!!!
we are giving you screenshot of our backend to show you too... and a link (below, copy & paste into address line any internet browser) to his online active profile to see for yourself....
https://www.penacon.com/profiles/view/7795-ashick-cross-32-m-**********-**
thank you.
Initial Complaint
03/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
RE: Date: 3-1-22 To Whom This may ******** Ma"am/Sir I, Am An ******** Tax ***************** etc..Getting Directly Towards this matter at hand. Enclosed/Attached, is another copy I'd Kept, Personally of when I re-Contacted , ********* Post ************************************************ In-which thier supposenty a Proud Member of your ************** In Better Business Bureau? Plus, Chamber of Commerce? either way , I sent my Requested/Required $35.00 Plus Interests, which in Total was $50.00 for Extra onlne features, etc...This was on-or-around 10/4/21 Issued Quickly when Asked. Check Number #******** to ********* Each ********* Inmate recieved confirmation notice from them, except myself! my ********** Transaction isn't fulfilled slightly. In fact, it's remained 100% Totally Forgotten About/Disregarded. I've wrote them #3 times, No Reply's! Can you intervene A.S.A.P.? Cordially; ***************************************** #****** ************Business response
03/23/2022
See attached responseInitial Complaint
03/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
March 1, 2022 Sirs; I request a complaint form against a company in your area. Freebird Publishers that is located in North *******, **. I ordered a book in July and paid for it. I have not received it. Yesterday I got a letter stating to order, send $26.99 check or money order which I have already done as they sent me a credit memo stating I have $26.99 on account. Please send form as I wish to detail more to you and file complaint if I do not receive paid for item.Business response
03/23/2022
See attached responseCustomer response
08/09/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
See attachedBusiness response
08/10/2022
this complaint is no correct. *********** most current order if from FEB 8, 2022 , invoice ***** that was delivered at that time by ***** the **** only saves tracking info/delivery infor for 60 days. Ugh.
We have no idea about any other order from him, we have not recieved anything since FEB 2022!!
Also he now talkiong about contacting ***********************************, we are not them but we are a LICENSED SELLER of their items. Touchstone themselves does not sell to customers. that is whey they would never have understood or ever acknowledged his letter... again we have no order he speaks of...
this is final, maybe the order is lost in mail or prison never processed and mailed it out. OUR SUGGESTION, ask his prison staff for a COPY of the ***** and BACK of the check. THis will tell them it is lost and never cashed or they will tell him they never sent or did it...
ALL WE CAN SAY is we never received but if did, would have processed like all the other of many many orders he has done with us. He should know by our track record on the other orders that somehing is not correct and stop acting like we have done him wrong/ bad guys, we are not... he is in prison and they are not the nicest people to deal with... he needs to look somewhere else to find correct answers.
he is wasting his time, ours and BBB on this erronous claim.
Initial Complaint
01/11/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
B.B.B. Staff. I'm writing in reguards to a company that claims to dedicate services to the Incarcerated. PENACON.COM *********************************************************** On 3-21-2021, I signed up on the Penpal site. Then I received more applications which I passed out to My fellow inmates of potential sign up's to (Penacon.com) 3 prisoners signed up and for me referring them to the Penpal site; I'm post toget put back on New and featured Inmates Section, Guys aren't recieving copies on there profile's, and one guy had his family pay online, he paid for a lifetime membership which cost $95.00 IN NOV 22, 2021, his name is *********************** #A686130, He hasnt recieved comfirmation that his profile is paid for so he can process an application and write a bio and put my info on his application for reffering him. I also referred a prisoner named ******* and *****. I got into a Physical Altercation with these two prisoners because they said I scamed them out of ***** each. Checck #********** Penacon, should stop accepting payments from inmates if they aren't providing the serive they offer in the brochuer. They offer a phone number which they never answer and here's all there information: WWW.PENACON.COM WWW.Freebird Publishers.com Address: ************************************************************* PHONE: ************** Phone: ************** ***********************************************Business response
01/12/2022
first and foremost, every person that orders a profile is live on site. him and all his pals all have LIVE PROFILES. the computer automatically gives referral credits, so we know for sure that he was awarded them IF AND ONLY IF his pal had his name and inmate number written on a PAID IN FULL application/order.
we cannot promise nor guarantee pen pals... we can tell you that pen pals need a connection, something the site visitor reads or sees on a profile that makes them react by reaching out to that inmate on the profile.
we are sorry, apparently he did not find someone he enjoyed corresponding to... but his profile was viewed 110 TIMES and from just our system he received 2 MESSAGES, which are printed and mailed to him. Now we do not know how many more pen pals reached out to him DIRECTLY, we promote our visitors to use the inmate direct contact info LISTED ON EACH PROFILE. He lists many many different email text video chat prison service providers.
we hope these are all true, because if he lists ones that he DOES NOT HAVE, a visitor after looking for him on it would get discouraged and move to another profile. We know from experience that prisons do not have CONTRACTS with so many prison service providers that offer the same service, FOR WE FEEL HIS LISTING on the ADDITIONAL CHANNELS to contact him directly are inflated and in error. Could be a cause for negative response.
We hope all our profiles make new friends but that doe not always happen. or they get someone that writes but are not interested in that person...
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