We reviewed both call records of the stop and the start. When the customer called in on 6/5 to cancel service she stated that she wasn't clearly told the rate would increase after the promotional period ended of 6 months and also wasn't told that she would need to call and cancel.An outbound sale...
rep called the customer on 8/17/16 at 7:38 PM and told the customer that she had a 6 month special available for $4.30/month and also mentioned that after the 6 months the rate will increase to $8/month. After those terms were offered the customer accepted and said that she would start back up. In addition the sales rep stated that the customer could call back in and cancel at any time.Based on the review of both calls it has been determined that there is no justification for issuing a refund as the terms were clearly stated on the original sales call and the customer agreed to them. We did not hear back from the customer until June 2017. At the time of the call there was a negative balance of $2.05 on the account owed for services received in June so far. The customer agreed to pay that final balance to close the account out. There were no charges for services beyond the date (6/5/17) after the customer first notified us she was no longer interested in keeping the paper at the higher rate.
Our finance department has stated the account has been cleared out so that there are no more balances and all the charges have been reversed. If there are any other issues please provide further details so we can investigate. Thank you.
The account was restarted on 2/25/18. In regards to the first representative that the customer spoke to on 2/14 to make a payment, this representative did everything as requested by the customer. She processed a $30 payment and stated correctly that the balance on the account will move down to $22...
after the payment is processed. What she did wrong though is that she didn't extend the grace on the account to make sure it didn't stop while the check payment was being processed. She should've seen that the account was at risk to stop before the check fully processed and this would've prevent the account from stopping. The second representative on 2/18 was incorrect in telling the customer that he should've paid with a debit card or credit card to avoid the delay. We try to accommodate our customers as best as possible and we could've easily worked around the payment process timing issue by extending the grace on the account to keep it active. We apologize and we will provide a $10 credit on the account for the inconvenience and as a thank you for being a loyal subscriber.
We apologize for the misinformation. Based on the details here the contractor gave out false information and we have decided to refund back $24.82 for the extra charges beyond the first month. On 3/15 a check was setup to be mailed out for $24.82.
[A default letter is provided here which indicates...
your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This
customer was contacted by one of our District
Managers in West
Chester, he explained that the damage was the contractor's obligation and that
the Enquirer had no responsibility to pay for damage caused by an independent
delivery agentIf the customer is not getting a response from the individual
responsible she will have to file a police report and contact the former contractor for compensation or to file a damage claim with their
insurance carrierThe Enquirer is not responsible for and did not cause the
damage to the customers propertyThe contractor is responsible for all costs and damages in relation to running their businessThis
contractor has since left the route voluntarily and we have no further relationship
with them
An email was sent to the customer from one of our Advertising Receivables team members and the email confirms that not only was the credit adjusted, but as a goodwill gesture they refunded the entire amount for the ad that ran.
We have searched all of our records for any advertising accounts with the customer's information that was provided. We do not have any accounts tied back to this customer's information. Possibly the advertisement was placed with their local Dayton paper and the complaint was sent to the wrong...
company. If the customer has any other details they would like to provide, such as the account number being referenced on the bill and the phone numbers and email addresses of representatives that they have contacted in regards to this issue then we can trace the issue further. Otherwise we do not have any records of our company doing business with this customer and the bills the customer is receiving are not from us.
The credit that the customer received was the credit associated with the cost of delivering the print product. We offer multiple ways for customers to access our content. They can go online through their computers, smart phones, and/or tablets while at the same time choosing to receive home...
delivery of the print product. With the multiple ways that customers can access the content that we produce, the credits given to an account for a missed delivery only correspond to the costs that are attributed to delivery of the physical print product. The customer would still be able to access all the content in the missed paper through an e-edition of the newspaper online. All subscribers of a print edition, no matter their frequency of delivery, have access to the e-edition everyday.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The refund was issued on the account on 8/10/17 for $23.04. We will speak to the sales vendors to make sure they are disclosing the full details of each offer, which they should already be doing. Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As you can tell by the response by the company, after numerous times of dealing with them and erroneous information, there is no use in arguing as they will just come back with another wrong answer......Regards,[redacted]
Attached are two screenshots of the customers old account. One has messages from 3/13 that we use to make sure the account information isn't used for future solicitations. The other screenshot shows that we have deleted the customer's phone number from the account so that it would be impossible for it to be used in future solicitations.The only explanation for the current phone calls is that the number is part of a campaign that is updated bi-weekly. They are most likely still dialing the old campaign list and numbers are not removed from the dialing list until the new list is sent out or the dialed attempt doesn't end up going to an answering machine. The current actions on our part have ensured that when the next update or any other future update is provided that the list will not contain the customer's number.
1. The credit amount for each missed daily paper is 26 cents. This is a fixed amount as we only credit for the costs that we have calculated are associated with delivering a physical print copy of the newspaper. 2. The credits have been applied. As stated the customer's monthly rate is $27....
There were a total of 5 daily credits applied to the account in February for a total credit of $1.30 (5 x .26). Then on March 13th we had our first premium Sunday delivery that was charged at the rate of $1. This premium Sunday edition was sent out via a postcard right at the turn of January into February and notified customers of new premium papers which would occur four times a year and each time would be reflected on the customer's bill for an additional $1. The net of the credits and the premium charge only resulted in a credit of 30 cents. Deducted off the customer's monthly rate it resulted in final monthly charge of $26.70 for the month of March.3. a. As we have evolved into a full access content provider a subscription not only includes delivery of a physical newspaper, but also full access to the same content on our website and to the e-newspaper. The e- newspaper is a digital replica of the physical paper and the customer has access to the two most current week's of e-newspapers. This is the reason why a missed physical newspaper is only credited at the rate of 26 cents as the customer can get the same content from us online. A customer is subscribing to our content, not just the medium of print. b. We do occasionally place in the paper the cost of a monthly subscription at our full published price. However we do not list daily rates for home delivery as our billing system is setup to provide fixed monthly billing amounts on a monthly basis. Thus the cost for a single daily paper for a home subscriber fluctuates on a monthly basis due the different mix of days each month.
The issue should be resolved as the distribution team verified with the customer that four copies were delivered this past Sunday, May 15th. Also the account was previously paid up for 6 months from 3/20/16 to 9/18/16. With credits for the previous missing copies the account is now paid through...
The account we have associated with this customer is [redacted]. There are no records to show contact of any kind by the customer since April of 2017 where there was a request to switch deliver to the Sunday Only frequency of delivery. We can submit the account to stop right away, but in order to...
issue a refund for an unfulfilled stop request we would need either a copy of the email that was sent with the automatic reply email that has the tracking number for the email request. Or we also could search our call records if the customer can provide more details such as the exact date of the call and/or the number that was used to call the call center, but this method only works if the customer spoke to a live representative.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] 3B. Their is no reason why the Enquirer cannot publish the rates in the daily paper. If they change on a monthly basis change them every month, its that simply. You are printing the paper daily so I see no reason why you can't publish the rates daily so the subscriber knows what they are being billed for daily.I would also like to comment that I see no apology whatsoever from the paper that they did not deliver "five" issues in one month, that I called their customer service department and got the runaround and then had to take more time out of my day to file this complaint because of the ineptness ot the Enquireer staff. I would also like to point out that your comment in paragraph 3a that we subscribe to a digital copy is incorrect. I subscribe to the printed paper. The Enquirer forces me to pay for the digital copy along with the printed version, I do not want the digital copy. Please do your job and deliver the printed copy that is what I want.
Regards,
[redacted]
We reviewed both call records of the stop and the start. When the customer called in on 6/5 to cancel service she stated that she wasn't clearly told the rate would increase after the promotional period ended of 6 months and also wasn't told that she would need to call and cancel.An outbound sale...
rep called the customer on 8/17/16 at 7:38 PM and told the customer that she had a 6 month special available for $4.30/month and also mentioned that after the 6 months the rate will increase to $8/month. After those terms were offered the customer accepted and said that she would start back up. In addition the sales rep stated that the customer could call back in and cancel at any time.Based on the review of both calls it has been determined that there is no justification for issuing a refund as the terms were clearly stated on the original sales call and the customer agreed to them. We did not hear back from the customer until June 2017. At the time of the call there was a negative balance of $2.05 on the account owed for services received in June so far. The customer agreed to pay that final balance to close the account out. There were no charges for services beyond the date (6/5/17) after the customer first notified us she was no longer interested in keeping the paper at the higher rate.
Our finance department has stated the account has been cleared out so that there are no more balances and all the charges have been reversed. If there are any other issues please provide further details so we can investigate. Thank you.
The account was restarted on 2/25/18. In regards to the first representative that the customer spoke to on 2/14 to make a payment, this representative did everything as requested by the customer. She processed a $30 payment and stated correctly that the balance on the account will move down to $22...
after the payment is processed. What she did wrong though is that she didn't extend the grace on the account to make sure it didn't stop while the check payment was being processed. She should've seen that the account was at risk to stop before the check fully processed and this would've prevent the account from stopping. The second representative on 2/18 was incorrect in telling the customer that he should've paid with a debit card or credit card to avoid the delay. We try to accommodate our customers as best as possible and we could've easily worked around the payment process timing issue by extending the grace on the account to keep it active. We apologize and we will provide a $10 credit on the account for the inconvenience and as a thank you for being a loyal subscriber.
We apologize for the misinformation. Based on the details here the contractor gave out false information and we have decided to refund back $24.82 for the extra charges beyond the first month. On 3/15 a check was setup to be mailed out for $24.82.
[A default letter is provided here which indicates...
your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This
customer was contacted by one of our District
Managers in West
Chester, he explained that the damage was the contractor's obligation and that
the Enquirer had no responsibility to pay for damage caused by an independent
delivery agentIf the customer is not getting a response from the individual
responsible she will have to file a police report and contact the former contractor for compensation or to file a damage claim with their
insurance carrierThe Enquirer is not responsible for and did not cause the
damage to the customers propertyThe contractor is responsible for all costs and damages in relation to running their businessThis
contractor has since left the route voluntarily and we have no further relationship
with them
An email was sent to the customer from one of our Advertising Receivables team members and the email confirms that not only was the credit adjusted, but as a goodwill gesture they refunded the entire amount for the ad that ran.
We have searched all of our records for any advertising accounts with the customer's information that was provided. We do not have any accounts tied back to this customer's information. Possibly the advertisement was placed with their local Dayton paper and the complaint was sent to the wrong...
company. If the customer has any other details they would like to provide, such as the account number being referenced on the bill and the phone numbers and email addresses of representatives that they have contacted in regards to this issue then we can trace the issue further. Otherwise we do not have any records of our company doing business with this customer and the bills the customer is receiving are not from us.
The credit that the customer received was the credit associated with the cost of delivering the print product. We offer multiple ways for customers to access our content. They can go online through their computers, smart phones, and/or tablets while at the same time choosing to receive home...
delivery of the print product. With the multiple ways that customers can access the content that we produce, the credits given to an account for a missed delivery only correspond to the costs that are attributed to delivery of the physical print product. The customer would still be able to access all the content in the missed paper through an e-edition of the newspaper online. All subscribers of a print edition, no matter their frequency of delivery, have access to the e-edition everyday.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The refund was issued on the account on 8/10/17 for $23.04. We will speak to the sales vendors to make sure they are disclosing the full details of each offer, which they should already be doing. Thank you.
I called the customer and the phone went to voice mail. I left my callback details so she can call me back directly.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As you can tell by the response by the company, after numerous times of dealing with them and erroneous information, there is no use in arguing as they will just come back with another wrong answer......Regards,[redacted]
Our local team member, Charmane, reached out to the customer and the issue should be resolved.
Attached are two screenshots of the customers old account. One has messages from 3/13 that we use to make sure the account information isn't used for future solicitations. The other screenshot shows that we have deleted the customer's phone number from the account so that it would be impossible for it to be used in future solicitations.The only explanation for the current phone calls is that the number is part of a campaign that is updated bi-weekly. They are most likely still dialing the old campaign list and numbers are not removed from the dialing list until the new list is sent out or the dialed attempt doesn't end up going to an answering machine. The current actions on our part have ensured that when the next update or any other future update is provided that the list will not contain the customer's number.
1. The credit amount for each missed daily paper is 26 cents. This is a fixed amount as we only credit for the costs that we have calculated are associated with delivering a physical print copy of the newspaper. 2. The credits have been applied. As stated the customer's monthly rate is $27....
There were a total of 5 daily credits applied to the account in February for a total credit of $1.30 (5 x .26). Then on March 13th we had our first premium Sunday delivery that was charged at the rate of $1. This premium Sunday edition was sent out via a postcard right at the turn of January into February and notified customers of new premium papers which would occur four times a year and each time would be reflected on the customer's bill for an additional $1. The net of the credits and the premium charge only resulted in a credit of 30 cents. Deducted off the customer's monthly rate it resulted in final monthly charge of $26.70 for the month of March.3. a. As we have evolved into a full access content provider a subscription not only includes delivery of a physical newspaper, but also full access to the same content on our website and to the e-newspaper. The e- newspaper is a digital replica of the physical paper and the customer has access to the two most current week's of e-newspapers. This is the reason why a missed physical newspaper is only credited at the rate of 26 cents as the customer can get the same content from us online. A customer is subscribing to our content, not just the medium of print. b. We do occasionally place in the paper the cost of a monthly subscription at our full published price. However we do not list daily rates for home delivery as our billing system is setup to provide fixed monthly billing amounts on a monthly basis. Thus the cost for a single daily paper for a home subscriber fluctuates on a monthly basis due the different mix of days each month.
The issue should be resolved as the distribution team verified with the customer that four copies were delivered this past Sunday, May 15th. Also the account was previously paid up for 6 months from 3/20/16 to 9/18/16. With credits for the previous missing copies the account is now paid through...
10/30/16.
The account we have associated with this customer is [redacted]. There are no records to show contact of any kind by the customer since April of 2017 where there was a request to switch deliver to the Sunday Only frequency of delivery. We can submit the account to stop right away, but in order to...
issue a refund for an unfulfilled stop request we would need either a copy of the email that was sent with the automatic reply email that has the tracking number for the email request. Or we also could search our call records if the customer can provide more details such as the exact date of the call and/or the number that was used to call the call center, but this method only works if the customer spoke to a live representative.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] 3B. Their is no reason why the Enquirer cannot publish the rates in the daily paper. If they change on a monthly basis change them every month, its that simply. You are printing the paper daily so I see no reason why you can't publish the rates daily so the subscriber knows what they are being billed for daily.I would also like to comment that I see no apology whatsoever from the paper that they did not deliver "five" issues in one month, that I called their customer service department and got the runaround and then had to take more time out of my day to file this complaint because of the ineptness ot the Enquireer staff. I would also like to point out that your comment in paragraph 3a that we subscribe to a digital copy is incorrect. I subscribe to the printed paper. The Enquirer forces me to pay for the digital copy along with the printed version, I do not want the digital copy. Please do your job and deliver the printed copy that is what I want.
Regards,
[redacted]