Capital Newspapers

[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.]
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,
*** ***

I am in receipt of the complaint attached from our subscriber *** *** Revdex.com ID# *** regarding the shorting of her end dateI have copied our subscriber *** *** on this email response. The subscribers account has been credited to get her end date extended
to Sept 9, 2017 from the original payment date of March 10, for wks. The shortening of expire dates is related to our Premium editions that have added value and are charged at a higher rate as stated in our paper, on our website and on our renewal notices. For future subscriptions renewed after this end date of Sept 9, 2017, end dates will change if any rate increase occurs or any unscheduled premium days occur which will shorten the expire dates going forward. Below is what is noted in our newspaper every day. SUBSCRIPTION INFORMATION:For information on delivery frequencies and terms call toll free 1-800-362-8333, 5:a.mto p.m. daily; 6:a.mto noonSaturday/Sunday/Holidays. I understand that delivery and billing will continue beyond the initial order period unless I contact the newspaper at 1-800-362-Rates may change after introductory offer periodA nonrefundable account set up fee will be charged to all qualifying new starts of $Subscription rates are subject to changePremium publications, including the Thanksgiving Day newspaper, and newspapers containing premium sections will be included at a rate of up to $eachIn addition to Thanksgiving Day, there will be up to (twenty) additional premium sections published throughout the calendar year that will be subject to a rate of up to $eachThese charges will be reflected in your account and may accelerate the expiration date of your subscription.Vacation stops: Delivery of print newspaper can be put on hold, but the account will remain active; allowing unlimited digital accessAs a result, credit will not be issued when newspaper delivery is on hold for days or less. For days or greater: contact customer service for options and any other questions at 1-800-362-8333. If there is anything else that is needed, don’t hesitate to let me know. Thank you.*** *** / Circulation Specialist SupervisorFish Hatchery Road • Madison, WI 53713Office: 608-252-

I apologize that we had not responded to the previous complaint you state was sent March 26, 2017 ID# 12059534 for Andrew Khitsun. It appears it may have also been sent to the wrong person. For all subscription related complaints those should be emailed to Phil Stoddard at [email protected] and...

myself Debbie Mahlum at [email protected] for all future please make a note of these two emails so that both of us receive the complaints as there is always one of us available Mon thru Fri to receive and respond to these in a timely manner. Per the customers complaint we had sent a message to our independent contractor on March 23 from his report to us on March 22 about the missing issue and we asked him/her to take this out which should have occurred on March 23. Customer then did call back on March 24 and again we sent a message asking the carrier to take the March 22 issue out on March 25 and obviously that did not work. This process we use usually works so I am not sure why the carrier did not follow the messages that were sent to him/her. Yesterday when I received the attached complaint, I not only sent a message to the carrier but also a message to the District Manager whom he followed up this a.m. with the carrier and handed him the March 22 copy requesting it get delivered today with the Thursday paper so he assured me it was delivered today. Our District Manager tried calling Andrew to confirm but received a voicemail so he left Andrew a message apologizing for the missing March 22 paper and the two requests and about verifying if he received the March 22 paper. As of yet I have not heard if the customer responded yet so we are assuming the missing paper was received. I hope this is satisfactory to close the complaint. Sincerely, Debbie Mahlum Circulation Specialist Supervisor 1901 Fish Hatchery Rd. Madison, Wi

Review: Capital Newspapers sends the Shopper Stopper advertising circular to our house twice a week, addressed to "Current Resident". I have no desire to receive the advertising, and I throw it directly into the recycling every time. I have called their customer service number ([redacted]) three times in the past year requesting that they stop delivering it to me. Each time, the customer service agent has told me that I would stop receiving it in 4-6 weeks. Each time, the circular has continued to be delivered. About a month ago, I tried contacting customer service through their website, again requesting to not receive the advertising. I received no response.Desired Settlement: I just want to stop receiving this useless waste of paper.

Business

Response:

I apologize for the call center not forwarding the Shopper Stopper stop request to the Madison office after the first call was made. It does take 2-4 weeks to get the Shopper stopped and Jim in our office has taken care of entering the stop today and I have verified the stop has been entered. The last shopper delivered should be no later than 4 wks from today’s date. Unfortunately the lists are printed in advance. I have copied our employee who produces the list and if there is anything he can do to remove this address immediately I assure you he will but I don’t know when the list is produced for this upcoming week as it may already be done. I have also copied our call center staff so they are aware of what can happen when a shopper request is not forwarded to the appropriate office upon receiving the stop request.

If there is anything else you need from me, please let me know. Thank you.

If you can do anything to remove the address of [redacted] it would be greatly appreciated as the consumer has made multiple calls to our call center to get this stopped without success.

Sincerely,

Circulation Specialist Supervisor

Capital Newspapers