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Topic: How do I get help from an official PBS agent?

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Subject: How do I get help from an official PBS agent?
Date Posted: 5/11/2009 8:25 AM ET
Member Since: 10/31/2008
Posts: 5
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The price I was charged in my transaction archive, and the amount that was deducted from my PBS money, was different from the price that showed up in checkout for my label.  All of this was done on the same day, so it's not because of the new changes in USPS pricing.  PBS actually charged more than they TOLD me I needed to add.  I tried to plan ahead and add like amounts of money for my next few swaps of like weight, but now I will have to pay 50 cents to add money again next time because it took more out than it said it was going to.  The tour guide who I asked for help accused me of mixing up wrapped and unwrapped and tried to blame the small price discrepancy on that, but the difference was too small, and the weight was the same level as I expected, so it wouldn't matter how the wrapping was marked- it was only the amount charged that changed, with no explanation given.  She told me to contact the "team" for help because they can see my account, but I can't seem to locate how this is done.  Please someone tell me how to contact the team, because I feel I deserve an explanation for why I should have to add money again when I already planned ahead based on the prices they told me and ended up being charged more than they confirmed with me at evrey part of the checkout process, including how much they told me I would need to add. 

Date Posted: 5/11/2009 8:36 AM ET
Member Since: 2/13/2007
Posts: 2,276
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Use the "contact us" link listed under COMPANY at the bottom of this page.

Date Posted: 5/11/2009 10:37 AM ET
Member Since: 8/16/2007
Posts: 15,226
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Yes, use the Contact Us link and they can look at the details of the transaction.

Just to make sure, you did account for the .43 fee that is charged for printable postage in addition to the postage requirement right? So if your book postage was $2.23 you end up paying $2.23 MM postage + 0.18 DC fee postage + 0.43 usage fee = $2.84 deducted from your account.

Last Edited on: 5/11/09 1:53 PM ET - Total times edited: 1
Date Posted: 5/11/2009 12:56 PM ET
Member Since: 1/23/2009
Posts: 3,041
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I have one more thing to add to this. I was confused about the same thing when I first started to buy PBS postage. The final question that PBS will ask you as you are buying your postage is "Are you sure you want to buy $2.41 in postage? When it asks you that, the PBS fee is not included in that amount, but if you look at your regular screen behind that prompt, you will see the totals broken down for you and it will say the exact total that will be deducted from your account.

Nicole, many of us who buy PBS postage will buy MORE postage than it would cost to mail just one book. We do this because every time you purchase more PBS money you will have to pay a .50 fee. You can set a limit for yourself as for how much you are willing to spend on postage per week. When my shelf was much busier, I spent about $20.00 per week on postage. I asked for $19.50 in PBS postage, and then was charged the .50 cent fee, so altogether I paid $20.00.

Subject: PBS postage
Date Posted: 5/13/2009 12:02 AM ET
Member Since: 11/18/2005
Posts: 5,448
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I don't think I have ever put in less then $20.oo in my account.  That will generally last me a couple weeks, so I spend between $20-$30 a month...give or take.

Date Posted: 5/13/2009 7:56 AM ET
Member Since: 8/10/2005
Posts: 4,603
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I'm guessing that what Melanie and Jennifer said is what happened. You get a popup saying, "Are you sure you want to spend $x.xx in postage?" and that total does NOT equal what is actually deducted as it does not include the PBS fee for using the the service and guaranteeing your credit.

And yes, there is a .50 transaction fee too for adding money to your PBS money balance, so it makes sense to add a larger amount at one time--that .50 fee stays the same regardless of how much you add. I usually add $50.00 at a time, myself.

Of course sometimes glitches do happen, too. Let us know how this pans out!


Date Posted: 5/13/2009 8:55 AM ET
Member Since: 11/13/2005
Posts: 556
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The USPS postage rates also went up on Monday, so it just might be that some parts of the system haven't been updated properly with the new pricing.  The rate for the first pound media mail is now $2.38, not $2.23.

If you post the exact amounts shown in each case, we may be able to more precisely identify the reason for the difference.  Or, as others have mentioned, there is the "contact us" link at the bottom of the page.