billing issues

[ravalos1214]

I am beyond frustrated. We purchased a new printer because we had a legal case that was going to require printing several documents. When we purchased the printer it came with ink and I also purchased my own ink. When setting up the printer it required that we registered for instant ink in order to use the printer. I established my account not understanding what I was subscribing to. I began printing documents when I ran out of ink I refilled the cartridge with ink I purchased from Best Buy. A few days later a new cartridge from instant ink arrived. I didn't think anything of it. When I ran out of ink I installed the new cartridge and continued with my work. I suddenly received a bill for $187.10. The bill itself acknowledges that I  was using a non-subscription cartridge.  However because I printed over 1200 pages (with my paper, my printer, and largely my ink) I had to pay $187.10. The marketing for this program is unclear and deceptive. When speaking with customer service agents it was clear they were located outside of the US with limited understanding of US requirements for clear and conspicuous marketing. There is already a class action case being filed in California. However, I was told the most they could do was refund $7.99 which is ludicrous. The first agent I was chatting with believed e could refund at least $85.00 he then returned to the chat and said all he could refund was $7.99. This is a fraudulent scheme leading customers to believe complimentary ink received with the printer which is fairly customary is in fact complimentary when it is not. Billing for the service is unclear and there is no communication when overages are occurring to alert customers they would end up being charged excessive prices for using their own printer. It is further consistent with fraud schemes when billing itself recognizes that a non-subscription ink cartridge is being used and yet billing not accounted for as a credit in billing. This is consistent with deceptive billing practices. I fully intend to alert the BBB and the FTC including proof of my statement evidencing HP Instant Ink was aware I was using my own ink cartridge. 

[Nal_NR]

Hi @ravalos1214 ,

Thank you for reaching out to the HP Community. 

We understand your concerns and would like to assist you further. To investigate the matter thoroughly and proceed, we kindly request that you provide the following details.

I have sent you a private message to look into your case.

Please check your inbox and provide the requested details there. 

Once I receive your reply, I will ensure your case receives the proper attention.