The account is set to be closed and the balance has been zeroed out. Thank you for your time in detailing the experience. This message has been forwarded to a member of the circulation department so that they can review the situation and make future improvements.
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] ---Unfortunately I was unable to respond with in the 7 days and was just able to see the response of the Enquire. After reviewing my bank statements in detail, which I do monthly , there are NO charges from the Gannet Ohio Media. Also on the apparent date my card was declined, there was plenty of funds to cover the monthly $18.75. This entire response is a joke as it is completely inaccurate. Its a blatant lie. I have never once contacted the distribution center, let alone called to tell them my paper was being stolen, since I never was expecting it after not being charged or receiving one for months. The only number I have ever called was on 11/23 and it is the number that was on the first bill I received on the same day for $56.25, which was for me to ask why I have a bill since I have never received a paper. Also since I placed this complaint they sent a letter stating they were canceling my paper, due to my card being declined lol. I called them to cancel, since I never received one and was being charged for a service I have never had. That was the only communication I have had with the Enquire. I am more than willing to provide my entire bank statements to prove what a scam this company is. I am hoping that because of a missed deadline they are not allowed to get away with this awful service and then to directly lie about charges and contact with their distribution center, which I have never contacted. I am infuriated they would claim they are hanging a paper on my door and baffled that they would state I contacted them claiming a paper was stolen. Either the company is an absolute fraud or they need new distributors. Please let me know if there is something I can do to get this resolved. [redacted]
One of our distribution team members reached out to the customer and had a conversation. The team member stated that the delivery issue will be rectified.
The customer's address in [redacted] is a no delivery area for The Cincinnati Enquirer. The amount charged was refunded soon after the customer signed up as our data entry team would've rejected the order due to it being in a no delivery area.
The account was started up again on July 14th after an insert ad was mailed back to us. The address was entered as [redacted], but phone calls and other notes from the customer suggest that the correct address is [redacted]. We have stopped the account and sent back a refund of $52.01 for the...
The customer service rep was incorrect in stating that the $1 charges would be added to the May and June bills. They will be added to the bills in which the corresponding premium edition is delivered. The next premium editions are set to be delivered 9/24 and 11/23. The extra $1 will be charged on...
the corresponding September and December bills. These premium editions have supplanted our normal Sunday production on those dates. There is no way to opt out of receiving them unless the subscriber chooses to stop delivery for that given Sunday. In addition there was a postcard that was sent out in late January 2016 with details of the new premium editions. The customer even called in on 2/2/16 and talked to a customer service rep about the postcard he received in the mail mentioning the new charge for premium editions throughout the year. Attached is a generic copy of the postcard that was sent out for the customer’s reference.
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was just charged again by the Cincinnati Enquirer on 7/21/17. I would like a refund for this charge and my account canceled.[redacted]
Again these are enhanced copies that are produced for every home delivery subscriber. It is part of our new plan to bring more content to each customer up to four times a year. As with any business, we do not take lightly the idea of imposing more charges upon the customers than necessary, but we have evaluated this option and decided that in order to provide these enhanced copies and manage expenses we needed to charge extra to offset the additional newsprint and time required to produce these premium papers. These enhanced papers are produced at the printing press for every home delivery subscriber. There is no "regular" home delivery version of the paper available during those selected days as the premium paper is essentially the regular home delivery paper that day. In regards to the Puzzle Book, that is a separate product which is packaged by the carrier right before delivery and added in a bag to be delivered with the customer's copy of the paper.
The charge was initiated on 7/14/17 by our system for your monthly bill in July of $8. The account was cancelled on 7/16/17 and the payment that was initiated on 7/14/17 posted on the account on 7/22/17. Due to the payment being for $8 to cover the month of July there is currently a positive balance of $4.10 on the account as only the first two Sundays of the month were delivered before the cancellation. Our policy is to not refund any balances on accounts that are under $10 unless there was some sort of error on our part that triggered the issue. There are no applicable errors to be found on the account as the payment for $8 was already initiated for automatic monthly processing by the time the request to cancel was received by us. If you would like we can have the account restarted and run the balance out for an additional 3 weeks to account for the past two Sundays without delivery and the last Sunday of July.
[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]
One of our District Managers has been attempting to contact the customer since the arrival of this complaint last week. So far they have not been able to make contact. Upon contact the District Manager will look to resolve any immediate delivery issues and also give them his contact information so...
that they call him directly with any future issues that might arise.
The issue was forwarded to our distribution team and they relayed back that they would contact the customer and verify proper delivery of the puzzle book. That was last week and the issue should now be resolved with this past Sunday's delivery.
[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. I will accept the offer of a $2.00 credit for the past 2 "premium editions" of the Sunday Enquirer. In the future, I will cancel in advance any further unwanted supplements. Should this offer not actually materialize from the Enquirer, they can consider me a past subscriber. I don't appreciate anyone telling me "what I have to pay for when I clearly state that it isn't desired".
Regards,
[redacted]
The account is set to be closed and the balance has been zeroed out. Thank you for your time in detailing the experience. This message has been forwarded to a member of the circulation department so that they can review the situation and make future improvements.
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] ---Unfortunately I was unable to respond with in the 7 days and was just able to see the response of the Enquire. After reviewing my bank statements in detail, which I do monthly , there are NO charges from the Gannet Ohio Media. Also on the apparent date my card was declined, there was plenty of funds to cover the monthly $18.75. This entire response is a joke as it is completely inaccurate. Its a blatant lie. I have never once contacted the distribution center, let alone called to tell them my paper was being stolen, since I never was expecting it after not being charged or receiving one for months. The only number I have ever called was on 11/23 and it is the number that was on the first bill I received on the same day for $56.25, which was for me to ask why I have a bill since I have never received a paper. Also since I placed this complaint they sent a letter stating they were canceling my paper, due to my card being declined lol. I called them to cancel, since I never received one and was being charged for a service I have never had. That was the only communication I have had with the Enquire. I am more than willing to provide my entire bank statements to prove what a scam this company is. I am hoping that because of a missed deadline they are not allowed to get away with this awful service and then to directly lie about charges and contact with their distribution center, which I have never contacted. I am infuriated they would claim they are hanging a paper on my door and baffled that they would state I contacted them claiming a paper was stolen. Either the company is an absolute fraud or they need new distributors. Please let me know if there is something I can do to get this resolved. [redacted]
One of our distribution team members reached out to the customer and had a conversation. The team member stated that the delivery issue will be rectified.
The customer's address in [redacted] is a no delivery area for The Cincinnati Enquirer. The amount charged was refunded soon after the customer signed up as our data entry team would've rejected the order due to it being in a no delivery area.
The account was started up again on July 14th after an insert ad was mailed back to us. The address was entered as [redacted], but phone calls and other notes from the customer suggest that the correct address is [redacted]. We have stopped the account and sent back a refund of $52.01 for the...
payments taken since July.
The customer service rep was incorrect in stating that the $1 charges would be added to the May and June bills. They will be added to the bills in which the corresponding premium edition is delivered. The next premium editions are set to be delivered 9/24 and 11/23. The extra $1 will be charged on...
the corresponding September and December bills. These premium editions have supplanted our normal Sunday production on those dates. There is no way to opt out of receiving them unless the subscriber chooses to stop delivery for that given Sunday. In addition there was a postcard that was sent out in late January 2016 with details of the new premium editions. The customer even called in on 2/2/16 and talked to a customer service rep about the postcard he received in the mail mentioning the new charge for premium editions throughout the year. Attached is a generic copy of the postcard that was sent out for the customer’s reference.
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was just charged again by the Cincinnati Enquirer on 7/21/17. I would like a refund for this charge and my account canceled.[redacted]
Again these are enhanced copies that are produced for every home delivery subscriber. It is part of our new plan to bring more content to each customer up to four times a year. As with any business, we do not take lightly the idea of imposing more charges upon the customers than necessary, but we have evaluated this option and decided that in order to provide these enhanced copies and manage expenses we needed to charge extra to offset the additional newsprint and time required to produce these premium papers. These enhanced papers are produced at the printing press for every home delivery subscriber. There is no "regular" home delivery version of the paper available during those selected days as the premium paper is essentially the regular home delivery paper that day. In regards to the Puzzle Book, that is a separate product which is packaged by the carrier right before delivery and added in a bag to be delivered with the customer's copy of the paper.
The charge was initiated on 7/14/17 by our system for your monthly bill in July of $8. The account was cancelled on 7/16/17 and the payment that was initiated on 7/14/17 posted on the account on 7/22/17. Due to the payment being for $8 to cover the month of July there is currently a positive balance of $4.10 on the account as only the first two Sundays of the month were delivered before the cancellation. Our policy is to not refund any balances on accounts that are under $10 unless there was some sort of error on our part that triggered the issue. There are no applicable errors to be found on the account as the payment for $8 was already initiated for automatic monthly processing by the time the request to cancel was received by us. If you would like we can have the account restarted and run the balance out for an additional 3 weeks to account for the past two Sundays without delivery and the last Sunday of July.
[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 remaining balance has been zeroed out.
One of our District Managers has been attempting to contact the customer since the arrival of this complaint last week. So far they have not been able to make contact. Upon contact the District Manager will look to resolve any immediate delivery issues and also give them his contact information so...
that they call him directly with any future issues that might arise.
The issue was forwarded to our distribution team and they relayed back that they would contact the customer and verify proper delivery of the puzzle book. That was last week and the issue should now be resolved with this past Sunday's delivery.
[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. I will accept the offer of a $2.00 credit for the past 2 "premium editions" of the Sunday Enquirer. In the future, I will cancel in advance any further unwanted supplements. Should this offer not actually materialize from the Enquirer, they can consider me a past subscriber. I don't appreciate anyone telling me "what I have to pay for when I clearly state that it isn't desired".
Regards,
[redacted]