686 total
The lady that existed me today was very patient. She was understanding she stayed on the phone with me and walk me through the whole process then she gave me a call back up request and I appreciate her and I really think she deserves a raise.
Date of experience: 11 October 2024
I spoke with Veronica regarding a concern and she was able to make it right! I appreciate her going above and beyond to look into my concern and finding a solution to a potential burden. She also provide some advice to help me get the best experience out utilizing PostScanMail services. Over all, Veronica was very nice, personable, and professional!
Date of experience: 10 October 2024
They used to be the best now they are the absolute worst company for virtual mailboxes. It is such an incredible migraine to deal with them, specifically Irine San Juan (CS Lead). I don't know if she hates people and purposely makes it difficult to get the USPS form accepted or if she's completely incompetent.
I'm in Western North Carolina where homes have been completely destroyed. Being destroyed means you don't have a whole lot of paperwork and I told Irine San Juan (CS Lead) more than five times that I did not have the one specific piece of documentation she wanted. I provided more than five other pieces of documentation which included County, state and federal government documentation, and proof that I had used their business previously and my information should be on file. Nope. She just kept asking for the one piece of documentation that I lost in the hurricane Helene storm.
Gave her my driver's license when it was not expired & They didn't respond for 2 weeks. By that point my driver's license had expired. Told me I can't use it. Sent in my passport and other government documentation. She just continually asked for the one specific documentation I didn't have. Then she asked me for my social security number. 🚩 I sent a picture of my social security number covering part of the number but showing the entire card.
NO WAY IN HELL WAS I GOING TO GIVE HER MY FULL SOCIAL SECURITY NUMBER 😡
I provided my passport, social security card (showing my name but not my full number,) official court documentation showing my name and using the same address as a previous client of theirs, official documentation from SSI, and medical insurance card. Just kept sending the same email asking for the one piece of documentation I didn't have - car registration. Why? Are they selling personal information?
After about 10 ridiculous and frustrating emails with the lead I finally cc'd Helmy El-Mangoury (CEO), never replied and obviously didn't do a damn thing to resolve the situation.
I canceled my account a couple of days ago and I still got an email AFTER cancelling, telling me to give her what I don't have and had told her this multiple times I don't have it. Then she tells me that I should transfer the virtual address to one of their owned addresses. The whole reason I chose a specific address was because I needed to get my driver's license and it is a previous address that is on my credit file history. I wanted that specific address.
Never again.
Date of experience: 23 October 2024
Reply from PostScan Mail
Thank you for taking the time to share your experience with us. We deeply regret that your recent interactions with our team have left you feeling frustrated and unheard. Your feedback is incredibly valuable, and we are truly sorry for the difficulties you encountered while trying to navigate our documentation process, especially given the challenging circumstances you are facing in Western North Carolina.
We understand that losing important documents during a disaster is incredibly stressful, and we want to assure you that our intention is always to assist our clients as effectively as possible. It’s clear we fell short in your case, and for that, we sincerely apologize.
Your concerns regarding the repeated requests for documentation and the lack of timely communication are concerning, and we will address this with our customer service team to ensure we improve our processes and training. It’s unacceptable for you to feel like you are not being listened to, and we will work to rectify this.
We also want to assure you that we take the protection of your personal information very seriously. Our team is committed to upholding the highest standards of security and confidentiality.
While we understand that you have chosen to cancel your account, we would appreciate the opportunity to make things right. If you are open to it, please reach out to our management team at support@postscanmail.com so we can discuss how we can better assist you.
Thank you again for your feedback. We wish you the best in the future and hope that your situation improves soon.
Very good and fast service! Kerry was very friendly and eager to answer all my questions. I left feeling satisfied with the customer service I received!
Date of experience: 07 October 2024
It has been 9 months I was dealing with them. I send them all my documents with the same exact address they kept rejecting my proof of addresses saying the address is incorrect. After calling and emailing the support for 3 days my problem has been sorted. If you try to create an LLC offshore in America and need an address you can use them .if any issue with the process do not hesitate contacting them directly skipping the notary service who just cancel your request without explanations .They will answer you fairly quickly and the agents will solve your problem .
Date of experience: 18 September 2024
I had some issues while filling my LLC with their adress, but Latia from support helped me out a lot. I really recommend the service.
Date of experience: 02 October 2024
Attentive & quick customer service!!
I had an issue with validating my mailing address abroad online for the mail forward I wanted to do, but I was pleasantly surprised with the quick and attentive service I received from Latia when I emailed the company and my international mail forward was taken care of and arrived fast with no problems! It's great to know you've got a service you can rely on. Thank you!!
Date of experience: 08 July 2024
What made my experience great was working with Indira Mato. She helps me ship my packages from the USA to France because the postscanmail online system cannot do it if all you want to forward/send a letter. She does this for me each time. I would be lost without her assistance.
Date of experience: 04 June 2024
I used the chat function on the PostScan Mail website to get more information and figure out how to best use their services. I had the good fortune to work with Tarvn L. who was able to help me with everything I needed. Tarvn was patient, helpful, and in every way a perfect example of a great customer service professional and that gives me a lot of confidence in signing up for PostScan Mail services.
Date of experience: 20 June 2024
When things go smooth postscanmail is a dream. But by god, customer support is awful. They take forever to reply and do not take the time to look into the issue properly, just sending cookie-cutter responses. If I could be bothered to change my addresses all over again I would change to another company
Date of experience: 28 August 2024
Reply from PostScan Mail
Thank you for your feedback. Your mail has been sent back out free of charge. However, I sincerely apologize for the difficulties you faced with our customer support.
We understand how important timely and effective communication is, and I’m sorry that your experience did not reflect that standard. Your comments will be shared with our team to help improve our response times and the quality of our support.
Master Class on Customer Service *****
Irine San Juan - should teach this class! The process and ease of communication and quick response time with the kind explanation and availability is like none I have ever received. Irine was so helpful that I would not have completed this process without her help.
Date of experience: 25 March 2024
Ana Orozco took my call and helped me rresolve my confusion over consolidating my mail and forwarding it! 10/10 on her customer service, she was a delight to speak with!
Date of experience: 09 August 2024
Hello Dear PostScan Mail Agent Miss. Irine San Juan,
I am very grateful to choose your services for applying and getting Virtual Address.
Honestly I faced a problem but the only thing that I noticed was being helpful and assist me to ride of my problem very well.
So I am very thankful and grateful from Miss. Irine San Juan that patiently help me to get ride of my problem.
I stongly recommend PostScan Mail services for applying to Virtual address.
Mohammad Imran Amin
Date of experience: 07 September 2023
Cassie was extremely dedicated in making sure we resolved my issue today! It felt great know that I was being taken care of despite the time it took. Super professional and very understanding.
Date of experience: 12 July 2024
Veronica is the best. I managed a call center at Bank of America Investment Services before I had a stroke, so I know what I'm talking about here. Veronica tracked down a very important package for me, and during the 2 times we talked, she was professional, courteous and thorough. She convinced me she had my best interest at heart, and she quickly gained my confidence. She is a real asset to your team. Thank you Veronica!
Date of experience: 17 October 2023
PostScan Mail is a simple and advanced tool that helps me with my business. Thanks to their friendly support, you can use it with ease
Date of experience: 01 September 2024
We couldn't use the website or the services we need so we ended up paying more then we wanted, but the agent helped us as much as she could and did it fast and efficiently
Date of experience: 05 August 2024
Pheonix in the Richmond, VA office is absolutely outstanding. I was considering changing to another provider, but the service I received from Pheonix has kept my business. I travel often for work, and Pheonix has been able to handle every complex or special mailing request I have had. Top customer service--Pheonix needs a raise!
Date of experience: 26 April 2024
I activated my account with PostScanMail in Chicago and got an address there. When I tried to organize USPS forwarding, USPS did not recogniz this address. My attempts to contact PostScanMail about this issue by email did not get any answer. When I tried to call them, both phone numbers failed to connect to any person. Is this company still operating?
Update: We eventually got a reply from PostScanMail with their advice. So the rating is changed from 2 to 4. Currently many businesses go out of service, so we initially got scared that we may lose our backup address just before our long trip.
Date of experience: 22 April 2024
Ms Chi for telephone sales support and via email, then Ms Candace today via my last call (to sign up) were phenomenal, 10 of 5 stars! Highly recommend this company.
Date of experience: 14 May 2024
