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 / [redacted] Style Definitions */
The charge was initiated on 7/14/by our system for your monthly bill in July of $The account was cancelled on 7/16/and the payment that was initiated on 7/14/posted on the account on 7/22/Due to the payment being for $to cover the month of July there is currently a positive balance of $on the account as only the first two Sundays of the month were delivered before the cancellationOur policy is to not refund any balances on accounts that are under $unless there was some sort of error on our part that triggered the issueThere are no applicable errors to be found on the account as the payment for $was already initiated for automatic monthly processing by the time the request to cancel was received by usIf you would like we can have the account restarted and run the balance out for an additional weeks to account for the past two Sundays without delivery and the last Sunday of July
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 bookThat 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 $credit for the past "premium editions" of the Sunday EnquirerIn the future, I will cancel in advance any further unwanted supplementsShould this offer not actually materialize from the Enquirer, they can consider me a past subscriberI don't appreciate anyone telling me "what I have to pay for when I clearly state that it isn't desired" Regards, [redacted] ***
We have no notification on file for a cancellation request nor any phone records in regards to the customer calling in to our customer service centerThere will be a stop placed on the account to stop it effective tomorrow 1/8.According to the complaint the customer has tried to cancel by sending notification in written format with the monthly bill paymentThis method will not work as the address for our bills is a PO box that forwards payments to the bank directly for payment processingThere is a line on each bill stating, " Do not send cash or correspondenceNotify our customer service center department of an changes or correctionsCUSTOMER SERVICE: 1-800-876-4500."The account will be stopped effective 1/one day after we first received notice (this complaint) to stop the account
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 / [redacted] Style Definitions */
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 The Enquirer did finally provide the promised credit - they said they had turnover and system issues!!!!! After months of my time and aggravation, I want to be compensated I bill out at $per hour and spent at least hours on trying to get this resolved The ad we ran cost us $- I want a refund of that amount as well!! Regards, [redacted] ***
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
We apologize for the confusionThe letter mailed out refers to [redacted] company wide customer service centerThey can typically assist in the majority of cases, but this [redacted] starts needs to be handled by our local customer service teamTheir number is ###-###-####That team will be able to properly process the order and get everything setup correctly
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 would appreciate a more thorough response regarding the poor service I received, the reason why I had to call so many times to try and resolve w/ no success, and how they will ensure it will not happen again for future paper holds I think a customer deserves a better reply than thisThey could start with an apology [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
The issue should be resolved as the distribution team verified with the customer that four copies were delivered this past Sunday, May 15thAlso the account was previously paid up for months from 3/20/to 9/18/With credits for the previous missing copies the account is now paid through 10/30/
The customer called our customer service department on 11/and requested a refund for $On December 3rd our accounting department reviewed the notes from customer service and a refund was issued for $The customer should have that refund check in the next few days if not alreadyThis credit is for issues that occurred earlier in the year prior to October.The last two months there was no credit for vacation because there were no records of vacation stops during that timeThe most recent vacations on file were from 12/4-12/and also 11/18-11/These will be reflected on the December bill that will be sent out on 12/The customer's bills are sent out on the 14th of each monthThere were no vacations recorded on the account between 10/15-11/that would be reflected on the November statementIn addition there was no vacation on record between 9/15-10/eitherThis is why there were no vacation credits recorded on the last two statements
It's not that we are saying that we get to keep the moneyIn order to ensure the customer receives the full value of their remaining balance we allow the customer the opportunity to run the balance out by continuing the subscription until the date they are paid through or transferring the remaining balance to a digital only accountIf the customer chooses neither of these options then the balance remains on the account and if the customer ever chooses to return that positive balance is applied to the restart.In regards to the email that you provided it would suggest that you did indeed send an email to us and we would need to review the communication before a final determination can be made on this issue (there were no notes on the account about this communication no information provided about the customer about this other email communication to us).Can you please provide the full email address of the attached email communication so we can track it? The image says CincinnatiEnquirer and most likely it would've been [email protected] this is the email address then you should've received an automatic reply right afterwards with a tracking numberCould you please provide this tracking number so we can verify that we did indeed receive this email? Once the email is verified we will be able to provide a refund for the remaining balance in July as it would prove that we received the stop request and didn't stop the service in time
[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 But I believe the letter/refund of $was lame Regards, [redacted] ***
The district manager of the customer's route will now be responsible for the customer's delivery until a new carrier can be brought up to speed on how to effectively delivery the paperThe paper should be correctly delivered in the mail slot going forward
We reviewed both call records of the stop and the startWhen the customer called in on 6/to cancel service she stated that she wasn't clearly told the rate would increase after the promotional period ended of months and also wasn't told that she would need to call and cancel.An outbound sale rep called the customer on 8/17/at 7:PM and told the customer that she had a month special available for $4.30/month and also mentioned that after the months the rate will increase to $8/monthAfter those terms were offered the customer accepted and said that she would start back upIn 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 themWe did not hear back from the customer until June At the time of the call there was a negative balance of $on the account owed for services received in June so farThe customer agreed to pay that final balance to close the account outThere 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
We reviewed the phone call made yesterday in regards to the complaintDue to the misinformed sales tactics from the kiosk vendor we will be refunding the entire amount of $A credit should be posted back on to the credit card statement in about a week
Our finance department has stated the account has been cleared out so that there are no more balances and all the charges have been reversedIf there are any other issues please provide further details so we can investigateThank you
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 / [redacted] Style Definitions */
The charge was initiated on 7/14/by our system for your monthly bill in July of $The account was cancelled on 7/16/and the payment that was initiated on 7/14/posted on the account on 7/22/Due to the payment being for $to cover the month of July there is currently a positive balance of $on the account as only the first two Sundays of the month were delivered before the cancellationOur policy is to not refund any balances on accounts that are under $unless there was some sort of error on our part that triggered the issueThere are no applicable errors to be found on the account as the payment for $was already initiated for automatic monthly processing by the time the request to cancel was received by usIf you would like we can have the account restarted and run the balance out for an additional weeks to account for the past two Sundays without delivery and the last Sunday of July
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 bookThat 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 $credit for the past "premium editions" of the Sunday EnquirerIn the future, I will cancel in advance any further unwanted supplementsShould this offer not actually materialize from the Enquirer, they can consider me a past subscriberI don't appreciate anyone telling me "what I have to pay for when I clearly state that it isn't desired" Regards, [redacted] ***
We have no notification on file for a cancellation request nor any phone records in regards to the customer calling in to our customer service centerThere will be a stop placed on the account to stop it effective tomorrow 1/8.According to the complaint the customer has tried to cancel by sending notification in written format with the monthly bill paymentThis method will not work as the address for our bills is a PO box that forwards payments to the bank directly for payment processingThere is a line on each bill stating, " Do not send cash or correspondenceNotify our customer service center department of an changes or correctionsCUSTOMER SERVICE: 1-800-876-4500."The account will be stopped effective 1/one day after we first received notice (this complaint) to stop the account
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 / [redacted] Style Definitions */
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 The Enquirer did finally provide the promised credit - they said they had turnover and system issues!!!!! After months of my time and aggravation, I want to be compensated I bill out at $per hour and spent at least hours on trying to get this resolved The ad we ran cost us $- I want a refund of that amount as well!! Regards, [redacted] ***
The issue has been forwarded to our distribution team and all delivery issues should be resolved going forward
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
We apologize for the confusionThe letter mailed out refers to [redacted] company wide customer service centerThey can typically assist in the majority of cases, but this [redacted] starts needs to be handled by our local customer service teamTheir number is ###-###-####That team will be able to properly process the order and get everything setup correctly
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 would appreciate a more thorough response regarding the poor service I received, the reason why I had to call so many times to try and resolve w/ no success, and how they will ensure it will not happen again for future paper holds I think a customer deserves a better reply than thisThey could start with an apology [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
The issue should be resolved as the distribution team verified with the customer that four copies were delivered this past Sunday, May 15thAlso the account was previously paid up for months from 3/20/to 9/18/With credits for the previous missing copies the account is now paid through 10/30/
The customer called our customer service department on 11/and requested a refund for $On December 3rd our accounting department reviewed the notes from customer service and a refund was issued for $The customer should have that refund check in the next few days if not alreadyThis credit is for issues that occurred earlier in the year prior to October.The last two months there was no credit for vacation because there were no records of vacation stops during that timeThe most recent vacations on file were from 12/4-12/and also 11/18-11/These will be reflected on the December bill that will be sent out on 12/The customer's bills are sent out on the 14th of each monthThere were no vacations recorded on the account between 10/15-11/that would be reflected on the November statementIn addition there was no vacation on record between 9/15-10/eitherThis is why there were no vacation credits recorded on the last two statements
It's not that we are saying that we get to keep the moneyIn order to ensure the customer receives the full value of their remaining balance we allow the customer the opportunity to run the balance out by continuing the subscription until the date they are paid through or transferring the remaining balance to a digital only accountIf the customer chooses neither of these options then the balance remains on the account and if the customer ever chooses to return that positive balance is applied to the restart.In regards to the email that you provided it would suggest that you did indeed send an email to us and we would need to review the communication before a final determination can be made on this issue (there were no notes on the account about this communication no information provided about the customer about this other email communication to us).Can you please provide the full email address of the attached email communication so we can track it? The image says CincinnatiEnquirer and most likely it would've been [email protected] this is the email address then you should've received an automatic reply right afterwards with a tracking numberCould you please provide this tracking number so we can verify that we did indeed receive this email? Once the email is verified we will be able to provide a refund for the remaining balance in July as it would prove that we received the stop request and didn't stop the service in time
[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 But I believe the letter/refund of $was lame Regards, [redacted] ***
There was a technical error on our end for the rate setupOne of our team members in accounting contacted the customer and resolved the issue
The district manager of the customer's route will now be responsible for the customer's delivery until a new carrier can be brought up to speed on how to effectively delivery the paperThe paper should be correctly delivered in the mail slot going forward
We reviewed both call records of the stop and the startWhen the customer called in on 6/to cancel service she stated that she wasn't clearly told the rate would increase after the promotional period ended of months and also wasn't told that she would need to call and cancel.An outbound sale rep called the customer on 8/17/at 7:PM and told the customer that she had a month special available for $4.30/month and also mentioned that after the months the rate will increase to $8/monthAfter those terms were offered the customer accepted and said that she would start back upIn 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 themWe did not hear back from the customer until June At the time of the call there was a negative balance of $on the account owed for services received in June so farThe customer agreed to pay that final balance to close the account outThere 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
We reviewed the phone call made yesterday in regards to the complaintDue to the misinformed sales tactics from the kiosk vendor we will be refunding the entire amount of $A credit should be posted back on to the credit card statement in about a week
Our finance department has stated the account has been cleared out so that there are no more balances and all the charges have been reversedIf there are any other issues please provide further details so we can investigateThank you