Apologies for the issues that have occurred. Upon review of the phone calls it looks like the first representative that you spoke to in regards to starting digital incorrectly stated the terms of the offer. The offer he set you up was for 99 cents the 1st month and then $4.99 the next 12 months. He...
stated that it was 99 cents for 12 months which was incorrect for the offer he started. Unfortunately the floor supervisor that you spoke to also incorrectly repeated the same information as he was only aware of the current rate at the time of the call which stated that it was 99 cents for the month. He did not look ahead to see that the rate was moving to $4.99/month after the 1st month. We do not have a rate that matches those terms exactly of 99 cents for 12 months, but we do have a rate of $9.99 for the entire year. Since the account has paid a total of $10.98 thus far we will move the account to this rate and the account will now be paid up for the next year until the end of September 2018. No more payments will be taken out until then and at that time the offer will renew unless either you notify us or we notify you of any changes to your account.
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]
As stated there was no previous record that we had on file
prior to this complaint of any attempt to stop the paperTo assuredly stop the
paper our main method is calling our customer service centerAll the phone
calls are recorded. Notes are placed on
the account once the customer makes contact with a representative and verifies
the customer's accountScouring through the account history there was no
record of customer contact to our customer service center in the past year
The previous complaint had only mentioned attempts to write letters on the
billAgain this method cannot be assured as the bills are forwarded directly
to the bankIt would be the bank's determination to forward any kind of
correspondence back to us, which it is not a common practice and outside our
controlThis is why we have the disclaimer on the bill nor to send in any
correspondences with the bill
As for phone calls directly to the customer, those are from our outbound sales
team who often calls customers for retention purposes to make the customer aware
the account is at risk for a non-pay stop in the near futureAs stated in the
original complaint, the customer has not been responding to these phone calls
recentlyWhen a call is not responded to, it goes back into the dialing list
and attempted again at a later pointThis is not meant as harassment, this is
only setup to help us in retention and notify a customer who may be unaware of
the non-pay issue
Due to the unfortunate personal circumstances we will be
crediting the outstanding balance as a sign of goodwill and hope the customer
will be able to restart at some time in the near futureAlso no reports were
sent to a credit agency about the billingLastly we will have the customer's
phone number removed from our calling lists
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.]The business is lying about the cancellation date. I've included the email I sent to cancel my account on 7/9/2017.As far as "it's under $10, we get to keep your money", that's so ridiculous that I can't believe I actually need to respond to it. That can't be legal. [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. Regards,
[redacted]11/2/17 Customer called Revdex.com stating partial but not full credit has been rec'd, he has also rec'd another bill. Said he called Enquirer and they can't seem to figure it out.
Thank you for the attached email. Upon review you did send us email to one of our customer service addresses. Typically no changes are made to accounts until a representative speaks directly to the customer to verify the stop reasons and see if there is anything they can do to alleviate the issue and find a way to resolve the issue without having the account stop. Apologies if the rep who called back came off as harassing, but based on the account history there is no record that a rep called back in regards to the email.Lastly it would seem that the recent spate of phone calls would be from our retention reps who are calling because the account is at risk to stop for non-payment since the account had no payments since September. This is just our normal business practice to contact customers who are at risk to stop in case they were unaware of the non-payment situation. We have removed your number from our records so there should be no more calls from us in any new acquisition campaigns. As stated previously, the account has been stopped and in light of the recent proof provided we will be clearing out the remaining balance on the account so it is officially zeroed out. Lastly, we would like to thank you for your paid subscription service this past year and if you are ever interested in resubscribing you can call us at our customer service of 1-[redacted] to get the account restarted.
The credit amount for each missed daily paper is 26 cents and each Sunday Paper is 44 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. 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 weeks of e-newspapers. This is the reason why a missed physical newspaper is only credited at the rate of 26 cents for a Daily and 44 cents for a Sunday. The customer can get the same content from us online. A customer is subscribing to our content, not just the medium of print.
Delivery will cease immediately and we will verify no delivery has occurred until we or the consumer are satisfied that the carrier has gotten the message.
[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]
Our customer service team has stated that they were in contact with our IT and were able to resolve the issue. They left a voicemail and emailed the customer the resolution so that she will be able to access the account again.
[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 issue has been forwarded to the delivery service team with a request for them to reach out to the customer. The Distribution Manager has called and left a voicemail for the customer to get in contact . They also have added the address to a list of verifications to monitor the delivery at the...
address to make sure it is being delivered correctly going forward.
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.]
Regards,
[redacted]
It appears that the Cincinnati Enquirer lacks proper accounting procedures as although said they tried to process the debit from my checking account, they erred in using the incorrect account number. Previously, before the drastic rate increase, the account had been charged for the proper amount for years. The representative incorrectly transcribed my account number, although they had been using this same account number for years, and I believe they made the errors in an attempt to charge me even more than the agreed upon subscription rate. I called and paid what they said was the current amount by credit card and I was told that I could review the account online, but they never submitted the online breakdown.Will they finally adopt a subscription rate that is reasonable, correct and HONEST?Thank you for your assistance.[redacted]. R PH
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.]
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.
I appreciate the Enquirer reaching out to me after I filed the complaint with the Revdex.com. It would have been "nice" if the Enquirer's business process allowed it to do so BEFORE contact with the Revdex.com! Because the Enquirer failed to include the TV Book in our Sunday newspaper for the first three weeks of the program, I am not willing to consider my complaint satisfactorily resolved until the Enquirer successfully includes the TV Book in my Sunday newspaper for three consecutive weeks. After I receive three consecutive Sundays of a newspaper with the TV Book included, then I am willing to consider this resolved.Regards,
[redacted]
[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 issue was forwarded to the distribution team and they have reported back that they have communicated directly with the customer and are now hanging the paper on the customer's door. The issue should be resolved.
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]
Apologies for the issues that have occurred. Upon review of the phone calls it looks like the first representative that you spoke to in regards to starting digital incorrectly stated the terms of the offer. The offer he set you up was for 99 cents the 1st month and then $4.99 the next 12 months. He...
stated that it was 99 cents for 12 months which was incorrect for the offer he started. Unfortunately the floor supervisor that you spoke to also incorrectly repeated the same information as he was only aware of the current rate at the time of the call which stated that it was 99 cents for the month. He did not look ahead to see that the rate was moving to $4.99/month after the 1st month. We do not have a rate that matches those terms exactly of 99 cents for 12 months, but we do have a rate of $9.99 for the entire year. Since the account has paid a total of $10.98 thus far we will move the account to this rate and the account will now be paid up for the next year until the end of September 2018. No more payments will be taken out until then and at that time the offer will renew unless either you notify us or we notify you of any changes to your account.
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]
As stated there was no previous record that we had on file
prior to this complaint of any attempt to stop the paperTo assuredly stop the
paper our main method is calling our customer service centerAll the phone
calls are recorded. Notes are placed on
the account once the customer makes contact with a representative and verifies
the customer's accountScouring through the account history there was no
record of customer contact to our customer service center in the past year
The previous complaint had only mentioned attempts to write letters on the
billAgain this method cannot be assured as the bills are forwarded directly
to the bankIt would be the bank's determination to forward any kind of
correspondence back to us, which it is not a common practice and outside our
controlThis is why we have the disclaimer on the bill nor to send in any
correspondences with the bill
As for phone calls directly to the customer, those are from our outbound sales
team who often calls customers for retention purposes to make the customer aware
the account is at risk for a non-pay stop in the near futureAs stated in the
original complaint, the customer has not been responding to these phone calls
recentlyWhen a call is not responded to, it goes back into the dialing list
and attempted again at a later pointThis is not meant as harassment, this is
only setup to help us in retention and notify a customer who may be unaware of
the non-pay issue
Due to the unfortunate personal circumstances we will be
crediting the outstanding balance as a sign of goodwill and hope the customer
will be able to restart at some time in the near futureAlso no reports were
sent to a credit agency about the billingLastly we will have the customer's
phone number removed from our calling lists
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.]The business is lying about the cancellation date. I've included the email I sent to cancel my account on 7/9/2017.As far as "it's under $10, we get to keep your money", that's so ridiculous that I can't believe I actually need to respond to it. That can't be legal. [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. Regards,
[redacted]11/2/17 Customer called Revdex.com stating partial but not full credit has been rec'd, he has also rec'd another bill. Said he called Enquirer and they can't seem to figure it out.
Thank you for the attached email. Upon review you did send us email to one of our customer service addresses. Typically no changes are made to accounts until a representative speaks directly to the customer to verify the stop reasons and see if there is anything they can do to alleviate the issue and find a way to resolve the issue without having the account stop. Apologies if the rep who called back came off as harassing, but based on the account history there is no record that a rep called back in regards to the email.Lastly it would seem that the recent spate of phone calls would be from our retention reps who are calling because the account is at risk to stop for non-payment since the account had no payments since September. This is just our normal business practice to contact customers who are at risk to stop in case they were unaware of the non-payment situation. We have removed your number from our records so there should be no more calls from us in any new acquisition campaigns. As stated previously, the account has been stopped and in light of the recent proof provided we will be clearing out the remaining balance on the account so it is officially zeroed out. Lastly, we would like to thank you for your paid subscription service this past year and if you are ever interested in resubscribing you can call us at our customer service of 1-[redacted] to get the account restarted.
There was a technical error on our end for the rate setup. One of our team members in accounting contacted the customer and resolved the issue.
The credit amount for each missed daily paper is 26 cents and each Sunday Paper is 44 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. 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 weeks of e-newspapers. This is the reason why a missed physical newspaper is only credited at the rate of 26 cents for a Daily and 44 cents for a Sunday. The customer can get the same content from us online. A customer is subscribing to our content, not just the medium of print.
A full refund of $24.37 was issued last week and should be reflected on the card statement.
Delivery will cease immediately and we will verify no delivery has occurred until we or the consumer are satisfied that the carrier has gotten the message.
[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]
Our customer service team has stated that they were in contact with our IT and were able to resolve the issue. They left a voicemail and emailed the customer the resolution so that she will be able to access the account again.
[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 issue has been forwarded to the delivery service team with a request for them to reach out to the customer. The Distribution Manager has called and left a voicemail for the customer to get in contact . They also have added the address to a list of verifications to monitor the delivery at the...
address to make sure it is being delivered correctly going forward.
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.]
Regards,
[redacted]
It appears that the Cincinnati Enquirer lacks proper accounting procedures as although said they tried to process the debit from my checking account, they erred in using the incorrect account number. Previously, before the drastic rate increase, the account had been charged for the proper amount for years. The representative incorrectly transcribed my account number, although they had been using this same account number for years, and I believe they made the errors in an attempt to charge me even more than the agreed upon subscription rate. I called and paid what they said was the current amount by credit card and I was told that I could review the account online, but they never submitted the online breakdown.Will they finally adopt a subscription rate that is reasonable, correct and HONEST?Thank you for your assistance.[redacted]. R PH
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.]
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.
I appreciate the Enquirer reaching out to me after I filed the complaint with the Revdex.com. It would have been "nice" if the Enquirer's business process allowed it to do so BEFORE contact with the Revdex.com! Because the Enquirer failed to include the TV Book in our Sunday newspaper for the first three weeks of the program, I am not willing to consider my complaint satisfactorily resolved until the Enquirer successfully includes the TV Book in my Sunday newspaper for three consecutive weeks. After I receive three consecutive Sundays of a newspaper with the TV Book included, then I am willing to consider this resolved.Regards,
[redacted]
[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 issue was forwarded to the distribution team and they have reported back that they have communicated directly with the customer and are now hanging the paper on the customer's door. The issue should be resolved.
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]