Our records show a subscription was started for the consumer on 9-21-14. There is no record of any contact from the customer indicating they had not been receiving the paperWith no notification that the subscriber was not receivingthe paper, we could not resolve the situation.
We are procesing the requested refund of $
Complaint: ***
I am rejecting this response because:While I appreciate their removing me from the call list, I still don't understand why any former subscriber should
ever be called by a ***eter who rings the phone once and then hangs up repeatedly Their response doesn't reassure me that they have discontinued this practice, only that they will try to exclude me from their aggressive behavior in the future What specific steps have they taken to prevent this type of occurrence from happening again to other former subscribers and creating a continuing nuisance to the community in general?
Regards,
*** ***
Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, After I filed the complaint with you I did receive a call from a Mrs *** at AAS who advised me I was out the delivery area and that she had refunded the amount that was paid when the subscription was startedI explained to her that the AAS had already charged my account for an additional month after notifying me that my subscription was cancelledMrs *** agreed to refund that payment also and agreed to make sure that no additional payments are deducted. I received a second call (on answering machine ) informing me that the refund had been made and offering me the option to resubscribe and was advised that I could pick up my paper at a county road crossing a mile from my house where their delivery area ends. I have learned my lesson about dealing with AAS and this time I made sure that my wife is aware that we will not do business with this companyI subscribed to the AAS for fifteen years and received excellent service until about a year agoI am sure that they have a reason for their business practices but customer satisfaction is definately not a priority with this company
*** ***
Complaint: ***
I am rejecting this response because:The business states that my recent customer record had a past due balance I don't believe this to be valid, because I saw payments going through continuously on my credit card statement, and the account was set up for automatic payment through my credit card If *** showed me as past due, it must be due to a mistake on their part I would encourage you to push back on *** and see if you can get a more plausible story.The phone calls came through at my place of work, and our business phone system is on Cisco VOIP This is not an uncommon phone system for businesses these days, but it is a little new There was no answering machine So I would also encourage you to pass this information on to Five If they are unable to come up with a solution to this problem with their autodialer, I would encourage you to find another vendor who can provide the services that you require without providing a bad experience to your customers Sorry that I'm unable to accept the business's response as an actual solution at this time, but it seems to me that there is more legwork needed However, I do appreciate the additional information Based on the information that you've provided, I don't see that anything has actually been changed to prevent other customers from experiencing this problem.
Regards, ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** Thank you for your helpToday I received a paper ( actually were left) I assume that this means that the right person has finally stepped in and got things goingI hope this continues
Mr. [redacted],My name is [redacted] I am the customer service supervisor. I apologize for any inconvenience this has caused you. A notification of premium day charges and the dates are on page A2 of every newspaper to give our subscribers advanced notice. The paper includes special content (like the...
Travel magazine ) on specific days which we are happy to bring to our customers for a nominal charge. We are striving to provide in-depth, quality content for our subscribers and dig deep into the most popular topics and types of content. We believe the additional content is well worth the small additional charge. I have reviewed your account and have issued credit for the premium fees. Your expiration date is 9/17/17. I have also shared your feedback with our upper management team. Please let me know if you have any additional questions or concerns. Thank you for being a valued customer, we appreciate your business.
Complaint: [redacted]
I am rejecting this response because: there is still not a valid time given for when I will receive a refund.
Regards,
[redacted]
Mrs. [redacted],My name is [redacted], I am the customer service supervisor. I sincerely apologize for the inconvenience that you have experienced in an attempt to resolve this issue. I will pull the call recordings and offer any necessary coaching to the agents involved. I am reviewing your account and...
a refund has been issued for $49.98. These funds should be available to you now. I am reaching out to our finance team to process the additional refund. Please allow 3 - 5 business days for the additional funds to be available. Please let me know if you have any additional questions or concerns. Have a great day.
Thank you for the information regarding this complaint. Upon reviewing the account history, it appears that there was some miscommunication that occurred on 4/26/15. One of our agents had discussed this matter over the phone with our valued subscriber, and entered a note onto the account...
that indicated that the subscriber would discuss the matter with their spouse, and have her get back in touch with us. The account was not stopped at that time because of this. We sincerely apologize for any miscommunications that may have taken place.We have since removed all past due amounts that had been reflected on the account, due to the account not being stopped on 4/25. There is currently a zero balance on the subscription account, and the subscriber may disregard the Final Balance notice referenced in this complaint. There is no monies due on their stopped account as of 7/29/15. We have also placed them on a DoNotCall listing, as well as a NoSolicitations listing, to eliminate any future solicitation attempts for renewal of their subscription. We hope that this fully resolves the matter for our customer, but would be happy to address any further questions or concerns they may have.Sincerely,[redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared Services[redacted] [redacted] [redacted] [redacted]office: [redacted]fax: [redacted]
We sincerely apologize for the mishandling of the consumer's requests to stop the subscription, this is certainly not the level of service and support we wish to provide all of our valued subscribers. Our records indicate that the subscription has been stopped and cancelled as of 10/31/15, and...
the current balance on the account is $0.00. The consumer can disregard any previous mailings that they may have received indicating a balance due, as this has been removed. Only the initial sign-up payment was made, which was $24.99, posted to the subscription account on 8/16/15.
We have reached out to our valued subscriber via voice mail, to apologize for the misinformation that was provided, as well as for the inconvenience and frustration encountered with the delivery issues, and refund problems. We have confirmed that the additional $9.34 is being processed as an...
additional refund to the consumer's credit card. I have provided my direct contact information for any additional follow up, if desired. We sincerely apologize for the negative experience, and hope this resolves the complaint to the consumer's satisfaction.Kind Regards,[redacted] Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: [redacted]
Thank you for contacting The Austin American Statesman. We truly apologize for the frustrations this has caused the consumer. We have requested the past 3 months of payments to be refunded back to the credit card on file. This process may take 7-10 business days. Thank you again,[redacted]
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]
Thank you for contacting The Austin American Statesman. I truly apologize for all of the frustrations this has caused the consumer. I do show a refund was issued in the form of a check back to the address on file on July 22, 2016. I have left a voice mail for this consumer requesting if she has...
We sincerely apologize to the consumer regarding their frustration and inconvenience, and will work quickly with our Distribution Management team to help get this matter resolved. While our default delivery location is to deliver a paper to the driveway, we recognize that this subscriber has...
had a long-standing request in place to have their paper delivered to their front porch. We will work to resolve this matter to correct the placement of the delivery for our valued subscriber.Kind Regards,[redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm BeachOffice: [redacted]
Complaint: [redacted]
I am rejecting this response because:I spoke with a Mr. [redacted] regarding the issue on 02/10/2015 and he stated that he would...
look into the issue to get it resolved. It is now Friday 02/13/2015 and yet another paper was delivered to my house, which means the issue continues. I can not say that this issue is resolved while the paper continues to be delivered to my home.
Regards,
[redacted]
We sincerely regret the delivery of any unwanted products.
We have contacted our Senior Manager for distribution services to get the delivery stopped as quickly as possible. It could take a week or two for this to process thorugh our system.
Thank you for contacting The Austin American Statesman. I am truly sorry for the frustrations regarding all of the emails you were receiving. We have taken extra measures to make sure you do not receive any additional emails. Please accept my apology on behalf of the entire Austin American...
Statesman. Thank you for being a valued subscriber.[redacted][email protected]
Our records show a subscription was started for the consumer on 9-21-14. There is no record of any contact from the customer indicating they had not been receiving the paperWith no notification that the subscriber was not receivingthe paper, we could not resolve the situation.
We are procesing the requested refund of $
Complaint: ***
I am rejecting this response because:While I appreciate their removing me from the call list, I still don't understand why any former subscriber should
ever be called by a ***eter who rings the phone once and then hangs up repeatedly Their response doesn't reassure me that they have discontinued this practice, only that they will try to exclude me from their aggressive behavior in the future What specific steps have they taken to prevent this type of occurrence from happening again to other former subscribers and creating a continuing nuisance to the community in general?
Regards,
*** ***
Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, After I filed the complaint with you I did receive a call from a Mrs *** at AAS who advised me I was out the delivery area and that she had refunded the amount that was paid when the subscription was startedI explained to her that the AAS had already charged my account for an additional month after notifying me that my subscription was cancelledMrs *** agreed to refund that payment also and agreed to make sure that no additional payments are deducted. I received a second call (on answering machine ) informing me that the refund had been made and offering me the option to resubscribe and was advised that I could pick up my paper at a county road crossing a mile from my house where their delivery area ends. I have learned my lesson about dealing with AAS and this time I made sure that my wife is aware that we will not do business with this companyI subscribed to the AAS for fifteen years and received excellent service until about a year agoI am sure that they have a reason for their business practices but customer satisfaction is definately not a priority with this company
*** ***
Complaint: ***
I am rejecting this response because:The business states that my recent customer record had a past due balance I don't believe this to be valid, because I saw payments going through continuously on my credit card statement, and the account was set up for automatic payment through my credit card If *** showed me as past due, it must be due to a mistake on their part I would encourage you to push back on *** and see if you can get a more plausible story.The phone calls came through at my place of work, and our business phone system is on Cisco VOIP This is not an uncommon phone system for businesses these days, but it is a little new There was no answering machine So I would also encourage you to pass this information on to Five If they are unable to come up with a solution to this problem with their autodialer, I would encourage you to find another vendor who can provide the services that you require without providing a bad experience to your customers Sorry that I'm unable to accept the business's response as an actual solution at this time, but it seems to me that there is more legwork needed However, I do appreciate the additional information Based on the information that you've provided, I don't see that anything has actually been changed to prevent other customers from experiencing this problem.
Regards, ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
We have notified our *** *** of Distribution of the issue and requesrted that delivery stop immediately. We apologize for the inconvenience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** Thank you for your helpToday I received a paper ( actually were left) I assume that this means that the right person has finally stepped in and got things goingI hope this continues
Mr. [redacted],My name is [redacted] I am the customer service supervisor. I apologize for any inconvenience this has caused you. A notification of premium day charges and the dates are on page A2 of every newspaper to give our subscribers advanced notice. The paper includes special content (like the...
Travel magazine ) on specific days which we are happy to bring to our customers for a nominal charge. We are striving to provide in-depth, quality content for our subscribers and dig deep into the most popular topics and types of content. We believe the additional content is well worth the small additional charge. I have reviewed your account and have issued credit for the premium fees. Your expiration date is 9/17/17. I have also shared your feedback with our upper management team. Please let me know if you have any additional questions or concerns. Thank you for being a valued customer, we appreciate your business.
Complaint: [redacted]
I am rejecting this response because: there is still not a valid time given for when I will receive a refund.
Regards,
[redacted]
Mrs. [redacted],My name is [redacted], I am the customer service supervisor. I sincerely apologize for the inconvenience that you have experienced in an attempt to resolve this issue. I will pull the call recordings and offer any necessary coaching to the agents involved. I am reviewing your account and...
a refund has been issued for $49.98. These funds should be available to you now. I am reaching out to our finance team to process the additional refund. Please allow 3 - 5 business days for the additional funds to be available. Please let me know if you have any additional questions or concerns. Have a great day.
Thank you for the information regarding this complaint. Upon reviewing the account history, it appears that there was some miscommunication that occurred on 4/26/15. One of our agents had discussed this matter over the phone with our valued subscriber, and entered a note onto the account...
that indicated that the subscriber would discuss the matter with their spouse, and have her get back in touch with us. The account was not stopped at that time because of this. We sincerely apologize for any miscommunications that may have taken place.We have since removed all past due amounts that had been reflected on the account, due to the account not being stopped on 4/25. There is currently a zero balance on the subscription account, and the subscriber may disregard the Final Balance notice referenced in this complaint. There is no monies due on their stopped account as of 7/29/15. We have also placed them on a DoNotCall listing, as well as a NoSolicitations listing, to eliminate any future solicitation attempts for renewal of their subscription. We hope that this fully resolves the matter for our customer, but would be happy to address any further questions or concerns they may have.Sincerely,[redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared Services[redacted] [redacted] [redacted] [redacted]office: [redacted]fax: [redacted]
We sincerely apologize for the mishandling of the consumer's requests to stop the subscription, this is certainly not the level of service and support we wish to provide all of our valued subscribers. Our records indicate that the subscription has been stopped and cancelled as of 10/31/15, and...
the current balance on the account is $0.00. The consumer can disregard any previous mailings that they may have received indicating a balance due, as this has been removed. Only the initial sign-up payment was made, which was $24.99, posted to the subscription account on 8/16/15.
We have reached out to our valued subscriber via voice mail, to apologize for the misinformation that was provided, as well as for the inconvenience and frustration encountered with the delivery issues, and refund problems. We have confirmed that the additional $9.34 is being processed as an...
additional refund to the consumer's credit card. I have provided my direct contact information for any additional follow up, if desired. We sincerely apologize for the negative experience, and hope this resolves the complaint to the consumer's satisfaction.Kind Regards,[redacted] Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: [redacted]
Thank you for contacting The Austin American Statesman. We truly apologize for the frustrations this has caused the consumer. We have requested the past 3 months of payments to be refunded back to the credit card on file. This process may take 7-10 business days. Thank you again,[redacted]
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]
Thank you for contacting The Austin American Statesman. I truly apologize for all of the frustrations this has caused the consumer. I do show a refund was issued in the form of a check back to the address on file on July 22, 2016. I have left a voice mail for this consumer requesting if she has...
received it yet. Thank you again,[redacted]
We sincerely apologize to the consumer regarding their frustration and inconvenience, and will work quickly with our Distribution Management team to help get this matter resolved. While our default delivery location is to deliver a paper to the driveway, we recognize that this subscriber has...
had a long-standing request in place to have their paper delivered to their front porch. We will work to resolve this matter to correct the placement of the delivery for our valued subscriber.Kind Regards,[redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm BeachOffice: [redacted]
Complaint: [redacted]
I am rejecting this response because:I spoke with a Mr. [redacted] regarding the issue on 02/10/2015 and he stated that he would...
look into the issue to get it resolved. It is now Friday 02/13/2015 and yet another paper was delivered to my house, which means the issue continues. I can not say that this issue is resolved while the paper continues to be delivered to my home.
Regards,
[redacted]
We sincerely regret the delivery of any unwanted products.
We have contacted our Senior Manager for distribution services to get the delivery stopped as quickly as possible. It could take a week or two for this to process thorugh our system.
Thank you for contacting The Austin American Statesman. I am truly sorry for the frustrations regarding all of the emails you were receiving. We have taken extra measures to make sure you do not receive any additional emails. Please accept my apology on behalf of the entire Austin American...
Statesman. Thank you for being a valued subscriber.[redacted][email protected]