Bay Area News Group

Thank you for letting us know of MsSimpson's billing concerns pertaining to newspaper subscription I spoke with [redacted] and was able to resolve the billing issues [redacted] was satisfied with the resolution Feel free to contact our office should you have any questions or concerns Thank you, [redacted] Circulation Dept

Hello, We apologize for the confusion The account has been cancelled and we have refunded $as requested Thank you

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ Dear Mr ***, Please accept my apologies for the frustrations you experienced with you subscription I have researched the issueYour account has been closed in good standing and delivery of the newspaper will cease If you should have any further questions regarding your account please contact me at XXX-XXX-XXXX Sincerely, [redacted] Customer Service & Retention Manager San Jose Mercury News

Thank you for letting us know of [redacted] newspaper delivery concerns We do apologize for the inconvenience it may have caused This is to confirm that the newspaper account for Ms [redacted] has been cancelled per her request and the account is cleared of any outstanding balance Please feel free to contact us if you have any questions or concerns Thank you, [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 meI have received my refund check.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I STILL HAVE THE SAME PROBLEM WITH THE DELIVERY SERVICE, AND WHEN I CALL TO REPORT THIS AND REQUEST A NEW PAPER TO BE DELIVERED I RECEIVE NO PAPER AT ALLI HAVE SPOKEN TO A SUPERVISOR AND THEY HAVE GIVEN ME TWO FREE WEEKS OF EXTRA SERVICE BUT THE PROBLEM STILL PERSISTSI ALSO CALLED ON 1-3-TO RENEW MY SERVICE AND PAY $FOR A MONTHS RENEWAL AND GAVE ALL MY INFO ON MY DEBIT CARD AND THEY SHOWED NOTHING IN THE COMPUTER, WHAT DID THEY DO WITH THIS INFO??? I JUST WANT MY DAILY PAPER TO BE DELIVERED AS REQUESTED AND AT A RESONABLE TIME IN THE MORNINGI HAVE HAD THIS NEWSPAPER SUBSCRIPTION WITH THE OAKLAND TRIBUNE FOR OVER PLUS YEARS AND HAVE NEVER HAD A PROBLEM LIKE THIS EXCEPT FOR THE LAST YEAR AND A HALFPLEASE LOOK INTO THIS AND HELP WITH THIS BAD SERVICETHANK YOUSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: This is a followup to my previous complaint # [redacted] which I thought had been resolvedLast Friday, April 8th, I have received a refund check in the mail for $but it was made out to somebody else (Someone with the surname Lee), not to [redacted] ***Today (April 13th), the check I gave out to their solicitation guy has been cashed about days after I filed my initial complaint with youI am not sure if the Bay Area News Group is so desperate for $so they are playing games with the refunds by putting random names on the refund checks I am looking to receive a refund check with my name on it ( [redacted] ***) not someone else'sAlso I would like them to cancel any subscriptions under my name to prevent future chargesI am hoping that this is the last time I am dealing with these guysSincerely, [redacted] ***

Thank you for letting us know the delivery concerns of [redacted] *** We do apologize for the inconvenience it may have causedOur home delivery manager has been made aware of the delivery issuesWe have also processed a refund for two months back to the customer Please let us know if you have any questions or concerns Thank you, Circulation Dept

Initial Business Response / [redacted] (1000, 8, 2015/10/28) */ Contact Name and Title: [redacted] Contact Email: [redacted] @bayareanewsgroup.com Dear: [redacted] Thank you for communicating your concernI apologize for this misrepresentation by our sales representativeWe will stop your account and send you a refund in the mailPlease connect with me at [redacted] @bayareanewsgroup.com if you have any further questions or concerns Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ Contact Email: [redacted] @bayareanewsgroup.com [redacted] : Thank you for letting us know about your concernsI will have the number XXX XXX-XXXX that you note on your complaint removed from our calling files Please feel free to contact me at [redacted] @bayareanewsgroup.com if you have any further concerns Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as I receive no more calls, I am satisfied

Please accept our sincere apologies for the inconvenience it may have caused Our home delivery manager has been made aware of the unwanted papers that were being delivered and he confirmed that delveries have been stopped now Again, we apologize for the trouble it caused Thank you, [redacted] Circulation Dept

Good morning: I did speak to [redacted] to discuss the delivery issuesI have made our home delivery manager aware of these issues and will make sure that these get resolved to customer's satisfaction [redacted] has my phone number for any concerns she may have regarding delivery Thank you, [redacted] Circulation Dept

We reviewed and followed up on this complaint and we apologize for the inconvenienceOur SrManager of home delivery reached out to [redacted] and offered him early deliveries going forwardWe also offered two months of credit for Sunday paper for the inconvenience [redacted] accepted all as a fair settlementPlease feel free to reach our office should you have any questions or concerns Thank you, Circulation Dept

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 meSincerely, [redacted]

Thank you for letting us know of refund concerns of Ms [redacted] newspaper account We sincerely apologize for the inconvenience it may have caused I did speak to Ms [redacted] and listened to her concerns regarding the delay in processing the refund She confirmed that money was refunded today We again apologize for the delay and inconvenience it caused Sincerely, [redacted] Circulation Dept

Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Mr [redacted] : We apologize if you believe this was a offer It appears that our sales person did not properly explain the offer which for selected customers is free of charge unless you decide you want to continue after the free trial periodThe rep should have explained that we would send you a courtesy statement which if you choose to pay it will extend your delivery beyond the free trial periodWe ask that the subscriber contact us or return the statement with instructions to stop delivery if they don't want to continue but that is not necessaryThe account will automatically stop after a suitable grace period and you have no obligation to pay us unless you want future deliveryWe certainly hope that you will continue, and we routinely contact subscribers to this free trial offer to offer a very attractive rate if they wish to continueI will contact our marketing contractor to review this sales person's presentation as clearly their explanation at the time of sale was unclear Thank you so much for letting us know about this!

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Dear Ms [redacted] , Please accept my apologies for the frustrations you have experienced with your subscriptionI have reviewed your accountA refund in the amount of $was issued to the Discover Credit card on accountThe refund was processed on 6/29/ Please review your Discover Credit card account records to confirm receipt Should you have any further questions regarding your account please feel free to contact us at XXX-XXX-XXXX Sincerely, [redacted] Customer Service & Retention Manager Bay Area News Group Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ 8-23- Sent via email from consumer: [redacted] Okay [redacted] , everything is taken care ofPlease close the complaint Thank you

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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/06/29) */
Dear Mr ***,
Please accept my apologies for the frustrations you experienced with your subscription
I have reviewed your accountA chargeback was processed by your bank in the amount of $on 5/28/A refund was processed to
your credit card in the amount of $on 6/26/Your account has been updated and a refund in the amount of $will be processed for the balance
Should you have any further account questions please feel free to contact me at XXX-XXX-XXXX
Sincerely,
*** ***
Customer Service & Retention Manager
Bay Area News Group
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello ***
Your records are not correctI never received any credits to my accountAnyways I have disputed the charges with my bank and the bank has credited back my
Final Consumer Response /* (2000, 9, 2015/07/10) */

Dear ***:
Thank you so much for your feedback As you described you ordered and paid for a newspaper subscription with our kiosk representativeThe amount charged was $as you describe which includes a one time s$set up fee Because you selected monthly EZ pay
your introductory rate will be $per month charged automatically The $per month rate is locked in for months
Are you saying that you were charged more than $for your second month of delivery?
Please feel free to contact me directly at***
Thank you!