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Pigeonly has a rating of 2.5 stars from 1,018 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Pigeonly most frequently mention customer service, credit card, and bank account problems. Pigeonly ranks 14th among Directories sites.
This company responds to reviews on average within 4 days
In these trying times where visitation is prohibited because of the pandemic, there is always a way to reach out inmates. Sending letters, pics and all other ways to interact so that they dont feel alone while in an entanglement with the law.
I tried to delete my card information and it wouldn't let me. I called to cancel and the phone number was disconnected. Scam
I couldn't find my brother, I searched for weeks. Within minutes, pigeonly was able to find him. I can send unlimited photos and mail from the comfort of my home.
Date of experience: October 24, 2020
Seeing that you had a 5-Star experience is the best thing we could hope for! Your review means a lot to us. Thank you for choosing Pigeonly. We look forward to serving you.
They should be more detailed with time frames and such. Like how long does it take an inmate to receive a letter sent through the site. But that's my only suggestion so far
Date of experience: October 17, 2020
Hi Sarah, thank you for taking the time to provide a rating, your opinion is valued greatly and it helps us maintain an excellent standard of service to our customers.
Love the idea of sending postcards with pics unlimited! This helps keep inmates spirits up! I can't wait to hear what my cousin thinks when he gets it!
Date of experience: August 26, 2020
At first I was very happy with the app, now I can't send letters, I JUST paid the monthly fee too! I tried emailing them and NO response! The number on file does not work!
Date of experience: October 9, 2023
I'm sorry to hear about the challenges you're facing with our service, and I understand how frustrating that can be. I apologize for the inconvenience you've experienced in reaching out for support. Please know that your concerns are important to us. I recommend trying to reach us through our email address at support@pigeon.ly to look into the issues you are experiencing
Canceld after 1 day, didnt use none of ther services, thy said thyd refund my debit card, but did not. Instead thy have charged my card 3 differnt times. Thy wer supposd to refund 24.99 on march 8th, never did. Thn charged my card$19.99 on march 23&march 30. On july 22 charged $26.06 on my card, all unauthorized! Customer service is crap, cant get know one to answer me back, or refund me my money thy keep taking. They steal and lie, thy shuld b shut down! Im thinking class action lawsuit against this company. I hav all the proof on my phone, transactions on my card account, and email reciepts.
Tip for consumers:
DO NOT USE,UNLESS U WANT TO GET RIPPED OFF
Date of experience: July 29, 2021
Hello Debbie,
Thank you for telling us about your concerns, unfortunately, I was not able to find your account with the information you have provided us please call us at your earliest convenience at 1800-323-9895 mon-fri 8am-5pm PST. Please ask to speak with an account manager to clarify any miscommunication in regards to your refunds if you were incorrectly charged. I also apologize if you believe you were not given the best customer service you deserve let us recitfy your concern by reaching out to us. We look forward to assisting you.
I SENT 2 LETTERS TO A FRIEND WHO WAS BEING HOUSED AT HENDERSON COUNTY JAIL IN TEXAS ON MAY 21,2020. THEY HAD NO PROBLEM CHARGING ME FOR THE LETTERS IMMEDIATELY HOWEVER THEY DIDN'T BOTHER TO SEND THEM UNTIL APPX MONTH + LATER. ON TOP OF THAT WHEN MY FRIEND WAS NOTIFIED THAT HE HAD MAIL HE WASN'T ABLE TO GET IT DUE TO SOMETHING BEING WRONG WITH THEM... THE JAIL IS SENDING THEM TO ME SO THIS OUGHT TO BE INTERESTING AS TO WHY THEY COULDN'T BE GIVEN TO MY INMATE! THIS COMPANY SUCKS IN EVERY FORM AND FASHION! THE CUSTOMER SERVICE DOESN'T EXIST AND APPARENTLY NEITHER DOES THE PRODUCTION STAFF!
Date of experience: July 1, 2020
Dear Stephanie, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. Please feel free to reach out to (800) 323-9895 with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us another chance
I would not neseccairly recommend this company they have not been able to provide me with even my account balance Their customer service representatives are not very knowledgble. I was not made aware of several features that i assumed would come with the service, like video calls.
I was not made aware that the minimum you can add to your account is $ 25.00
I was not made aware that the initial setup would not be completed and ready for activation and use until the following day.
Just was not impressed with pigeonly. They do not even have an application for download. I had to copy their link on my desktop.
I contacted customer service yesterday to find out how much money was on my second line and they could not help me with this either.
They only positive thing I can think of is that my family member received decent photo copies of the pictures and messages I sent. I really can not even tell if i am actually saving money through their service or not. I am also not sure if i will continue to pay for this service.
Date of experience: October 21, 2020
Hello Alisha and thank you for the feedback. Your situation is a bit complex and we feel would best be discussed over the phone. Feel free to call an Account Manager, M-S 6-4 P.ST. At (800) 323-9895. We will be happy to discuss in full detail the source of your dissatisfaction and get your issue resolved as soon as possible. Thank you and stay well.
BAD BUSINESS! This company has taken money from my bank account 5-6 times even after I no longer had an account with them. I had the first charges refunded and now it's been 3 weeks and I'm waiting for 2 more unauthorized charges to be refunded to my bank account. Each time they give me the same response that they're sorry for the inconvenience and to wait patiently for my refund. I have asked multiple times for them to remove my information from their system and they haven't because I still keep getting random charges from them. I have all emails where they promised and said they would issue a refund and bank statements to prove that they took money from my account without authorization. This company has been nothing but a headache. I recommend that nobody ever does business with them because their billing practices are shady and the customer service is not helpful at all. I'm reporting this company to Better Business Bureau and any other review site so I can warn others not to do business with them. Pigeonly is like an annoying bIrd that flys away with your money-DO NOT USE THIS SERVICE!
Tip for consumers:
Do not use this service! Once you sign up they will keep your bank account information on file and you will get charged randomly. You will have to call numerous times and they will tell you to wait patiently to get your refund. It's not good business to keep making the same mistake and inconvenience innocent people by making them wait for money that belongs to them. I would never recommend this company to anyone.
Date of experience: July 18, 2022
Hello Nic,
Thank you for your review, and for bringing this to our attention. We are so sorry and to hear about this ongoing issue
And want to have this corrected for you as soon as possible. Please feel free to call us so we can discuss
In detail how we would be better able to serve you. We are open Monday to Friday from 7am-4pm, our number is 1-800-323-9895.
Looking forward to assisting you.
I had a friend transferred to Fulton county Jail in Atlanta so I set up this account pigeonly.com. He said I got $10 off or a $10 credit and I could also email or submit that to a friend or loved one of the inmates in which I did try and none of that worked I never got any of the credit then I was promised I then had to set up an account for phone time with the inmate had to pay $12.99 for the phone privilege and that didn't even put minutes on the phone as I was instructed it would then end up paying another $25.99 for a month of service for a phone number that the inmate doesn't even have when I told the people about it they said he had to call a certain number and that's the number he didn't have he had my cell phone number I told the lady I want to set up an account with my cell phone number on it she instructed me that she was pretty much a middleman for another service and I would have to contact them so they pretty much ripped me off for all that money and yes still I couldn't even deposit commissary funds into his account because that's not working on their website so I'm paying all this money for nothing with no refund or reimbursement and dissatisfied with this company and would like to report them to the better business bureau
Date of experience: October 25, 2020
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 commissary funding and phone services. Here is how we are planning on correcting these issues: we will provide links and information needed for your facility's commissary and we tell all our customers what charges are for upfront. 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.
Love pigeon only it let me write leyto my love one n video chat with him. Think when they made pigeon only it was the best thing for love one's in jail
Date of experience: September 16, 2020
I am new to pigeonly and I thought it was very easy to learn how to use it. There are some features though that aren't as easy to get working like putting money on books.
Date of experience: September 13, 2020
I called on the 13 of June, but when I learned they could only do phone deposits I canceled, they took my money from bank will not refund it and I canceled on second day. Do not use this site.
Date of experience: July 27, 2021
Hello Nita,
Thank you for reaching out, based on what you have mentioned, sounds like there may have been a misunderstanding of the services we offer, and if there was a charge please allow us to have this issue corrected for you. Please Do not hesitate to call us at 1-800-323-9898 Monday to Friday 8am- 5pm pst We look forward to assisting 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.
Date of experience: November 5, 2018
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 have been trying to find a way to contact my brother at Washoe County and I am limited due to living overseas. Pigeonly is helping me connect with my brother. I am greatful for this service!
Date of experience: September 27, 2020
Hello Salote,
We are committed to helping your incarcerated loved ones keep a connection with you in an easy and affordable way, I'm so glad our services reflect just that. Thank you for choosing Pigeonly
Ordered a phone line, waited a couple weeks to receive the number, only for it to disappear from my orders, yet they took the money from my bank account. It says my card I sent to him was delivered so I hope that's true and I hope that gets to him, it's a good service in that perspective. He doesn't have JPay anymore so this was one of my only ways to be able to write him from overseas as they only allow physical mail sent by usps. I'm going to probably cancel my subscription and try jmail.cc instead. Photo one is from the11th (today is the 14th, I believe I purchased the phone line on the 6th) because I was excited the greetings card was delivered. Second photo is proof they took the money out my bank and third photo is from today where all of a sudden the phone line order has disappeared, and I go to the menu and click on add line to see what's going on and it makes me try to buy another. Also, when I first found the website it told me greetings cards and such were 7.99 but then when I actually made an account, it wouldn't let me buy things as a one time purchase, I had to buy the $25/month subscription, it was something like that amount. Not sure about this website. Some reviews on here seem sketchy, all with the same title like "awesome". Just be careful. I won't bother with the customer service because I've seen bad reviews in that perspective, so I'm just gonna accept my money is gone and move on in life. Personally I wouldn't recommend due to the fact they took my money then all of a sudden my order disappeared.
Date of experience: December 14, 2020
Hello Heather and thank you for the feedback. We regret the negative experiences and frustration you experienced regarding our services. Your situation seems as if it would be best handled via phone. Feel free to call an Account Manager, M-S 6-4 P.ST. At (800) 323-9895. We will be happy to discuss in full detail the source of your dissatisfaction and get your issue resolved as soon as possible. Thank you and stay well.
For some reason I was charged the phone fee and then charged $20 twice for sending pictures twice when it said free and included with the service. I can do it by mail cheeper than that.
Date of experience: February 27, 2021
Hi Hannah, thank you for the feedback. We take customer service very seriously, Due to the complicated and sensitive nature of your account, it would be best handled via phone in order to get your issue solved once and for all. Feel free to contact an Account Manager M-F 6am-6pm 1-800-323-9895 at your earliest convenience.
This company is a joke. Stole money out of my account twice and will not give it back. They have stopped answering my emails and will not respond to anything I send them. DO NOT USE THIS COMPANY
Tip for consumers:
They steal from you. Worst customer service experience ever
Date of experience: January 9, 2024
Hello Keri.
I'm truly sorry to hear about your negative experience, and I understand your frustration with the lack of response from our company. Please accept our sincerest apologies for any inconvenience this has caused you. We take such matters seriously and would like to resolve this issue promptly. Please reach out to our customer support team directly at support@pigeon.ly with reference ID #423668
Please provide me with more details about the unauthorized charges so I can investigate this matter further? Additionally, if you have any transaction or account information related to these charges, sharing that information would be helpful for our investigation.
Once again, I apologize for the inconvenience and frustration this has caused, and I appreciate your patience and cooperation as we work to resolve this issue.
It's really nice n convenient to just upload your pictures n share them with your loved one. I just wished I had a way of knowing if my loved one received n viewed my message.
Date of experience: September 1, 2020
Hello Maria and thank you for the feedback. While we provide status updates for every step of the process in what you send to your loved on, once you receive confirmation that your order was delivered, you may always contact the facility to ensure it made into his or her hands. Thank you for trusting us to help you stay connected. Feel free to call an Account Manager, M-S 6-4 P.ST. At (800) 323-9895. We will be happy to discuss the particulars of your account in full detail and get your issue resolved as soon as possible. Thank you and stay well.
It's easy to use and the introductory rate is fantastic, and it's good for 30 days, I have the option to cancel my payment enrollment before the 30 days without obligatin.
Date of experience: October 9, 2020
Hi April,
Thanks for leaving us such a wonderful review. We are glad that you loved our services, and our dedicated staff will be pleased to learn of your high praise. They work very diligently and it will provide them with great encouragement to keep doing what they are doing.
It's a bullsh@@ joke pay 34.99 after free trial but before you can use free trial you have to add a 25 payment to fund calling it's crazy their is no free trial
Tip for consumers:
Don't use it the calling company for the facility is cheaper
Date of experience: February 25, 2022
Hi Mary, thank you for bringing this issue to our attention. Please know that a free trial comes in a bundle package, that includes phone service, unlimited photos, letters, postcards, greeting cards, and web articles. Now for phone calls, you will be given the best rate number. Your loved one will dial this number from the jail and the calls will be routed to your regular phone number. In order for you to receive calls, it is mandatory, you have to add $25 to the best number we had provided with the facility's phone provider and this amount will serve as your minutes. You signed up with us for a free trial and that would only cover the services we offer. Minutes for the phone which is the $25 is not included, and that is not with Pigeonly. It is with the phone provider. If you have questions or need assistance, please call us on 1800. 323. 9895 from 6am to 6pm pacific time Monday - Friday. Thank you and keep safe!
I found thia app to be very simple and easy to use. I love how easy it was to send anything online. Iam curious if this is just a website or is there an app thats available?
Date of experience: August 18, 2020
As an update after my review, I received a refund for the extra amount and have not been billed any more for that. I am very pleased with the services I have which are the phone numbers and sending photos. It makes it much easier for me to stay in touch and send photos to help my loved one through this time. I know some have had problems like the one I had, but I don't get why they haven't been helped if the company is taking money they shouldn't. Contact your bank and change your card, also inform the bank to not pay anything from this company. They should not charge anything for the new card and may have a small fee to put a stop payment in place. If the company won't fix it, then there are ways to fix it with your bank. One other suggestion is to never use a bank card for anything online. It's dangerous to give access to your cash. If you don't have a credit card, you can buy a reloadable one at wallmart that is a visa/mc. Then they can't steal your money. I hope you are able to fix it with them.
Date of experience: January 5, 2020
I love being able to have these services with my loved one. She calls me and her daughter regularly now and I've sent many, many pics for her. She's much happier and more content to be able to do her time.
My problem is that I only have 2 virtual phone numbers and photos. That is $7.99 + 4.99 + 4.99 which comes to $17.97. I have it on autopay, so I should be getting $5 off making my bill $12.97. Right? Well, I called the guy and he said that the $17.97 IS with the $5 off -? (Can't do math?) But on top of that, For the last 2 months, I also get a charge of $7.99 a week earlier. For what, I don't know. This is costing me and extra $12.99 and they can't/won't fix it. If anyone here knows of a better company to use for Fed prison, I'd love to know about it. I really DIDN'T sign up for this. I will change this to 5 stars if I can find someone there who will help me and can math.
Date of experience: November 15, 2019
Signed up for a 7 day free trial only to have been charged $200 and still chasing a refund 2 months later. Terrible service
Date of experience: February 16, 2022
Hello Ash, we appreciate you bringing this to our attention. Please know that we are more than willing to help you resolve this issue. Since we have limited access to your information here, kindly give us a call at 1800. 323. 9895 at your most convenient time. We are open Monday- Friday 6am to 6pm pacific time so we can discuss details and do further investigation. Thank you and keep safe!
I'm pretty sceptical about this stuff. But it is not got bad reviews. So I have created a account to see how this goes.
Date of experience: October 1, 2020
Hello Jenelle. Thank you for the feedback. There photos are unlimited but to a degree. In order to not inundate our system with orders and stall delivery, orders must be staggered. However instant access can be gained with a simple call. Feel free to call an Account Manager, M-S 6-4 P.ST. At (800) 323-9895. We will be happy to discuss the particulars in full detail and get your issue resolved as soon as possible. Thank you and stay well.