Copley Ohio Newspapers, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I  consider this complaint resolved.
Regards,
[redacted]

[redacted],
 
We did have a premium edition on June 27th.   All premiums are listed on page A2 of the Repository so you can see the dates in which they are in the newspaper. Assuming you did not see the dates listed  I will credit your account for the premium edition...

charge for the month of June. 
 
Thank you
 
[redacted]
Circulation Director

[redacted]
I apologize for the non delivery of your newspaper.  I have cancelled your subscription as requested and a  full refund of $45.74.  The check will be mailed on Wednesday, June 18th.
 
Thank...

you
 
[redacted]
Circulation Director

[redacted] Please let Ms. [redacted] know that I apologize for any inconvenience.  She was put on a promotional rate as of November 2013.  That promotion was for our weekend service which was Thursday, Friday, Saturday and Sunday.  The promotional offer...

accepted at that time was $1.00 per week for 6 months.  That rate was good through May 2014.
Then, as of January 22, 2014 we no longer offered our weekend subscription.  The only subscription we had was all seven days.  A letter was mailed out to all our weekend subscribers letting them know this was no longer offered and because of that we were not charging them for the additional days of papers through the end of the year.  What ever the customer was paying we honored that rate through the end of the year.  On January 1, 2015  all the subscribers that were on the extended discount was then put on a 50% discounted seven day subscription rate for a year.  We wanted to give them another discount.   Please let Ms. [redacted] know her account will be credited $14.23 for January and the first 12 days of February.  We will honor her previous rates through that date.  The customer service manager will call her today to go over the billing with her and offer any help with our current promotional rates. Thank you Sincerely [redacted] Circulation Director

Hi [redacted]
 
Your subscription was cancelled on September 13, 2013 then restarted by a telemarketing company on December 12, 2013.  The amount owed from December 12, 2013 through current is [redacted]  The account has been cancelled and also the amount of $[redacted] will be...

credited.  I apologize that the paper was restarted without your consent and this be addressed with the company that sold it to you.
 
Thank you
[redacted]
Circulation Director

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would accept the solution that they have suggested, but I have received two bills and a cancellation letter for non payment.  They obviously aren't communicating with each other or they are just not going to honor their word.  
Regards,
[redacted]

Regarding complaint # [redacted] Please let Ms. [redacted] know that I will have the account cleared out of any money owed.  I sincerely apologize that no one returned a phone call and I will speak with both of employees that she has mentioned....

 
 According to our records, the account was started in March 25,2014 from a Kiosk booth at a local store.  If she did not order this at that time I have no idea how this happened.   The account will be cleared of the above mentioned amount and I apologize that this was not taken care of when she first called.   Thank you [redacted]

[redacted]
I'm sorry that your subscription was not cancelled when requested.  I have it cancelled as of Wednesday, December 12th and your account will be credited $50.08 for all of October, November and December.  I apologize for any inconvenience this may have...

caused.
Sincerely,
[redacted]
Circulation Director

Mr. [redacted]
 
I'm sorry that the paper was not cancelled.  We never received notice to cancel the paper.  We do not receive the payments at our office, that is why there is a message on the bills that writing cancel on the remittance will not cancel the subscription....

 Our phones do get busy at times and i'm sorry you were not able to contact anyone at The Repository.  
 
I will have the newspaper subscription cancelled as requested and also clear out any amount owed from January through current. 
 
Thank you
 
 
[redacted]
[redacted]

[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 [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This customer's account was credited for papers not received.  A newspaper box was put up and the newspaper was delivered today.

[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 [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted]
I apologize that you were not able to get through on our phones.  Our phones do get busy at times, but not always. We don't try to make it difficult for subscribers to cancel their paper.  We ask that subscribers call us if they want to cancel to assure that...

the paper is cancelled when they requested.  Your account has been cancelled as requested as of today, April 8, 2014.  We are sorry for any inconvenience this may have caused.
 
Thank you
 
[redacted]
Circulation Director

[redacted]
 
I apologize that no one has returned a phone call to you regarding your bill.  The account was cancelled and I will have the amount of [redacted] credited so that there is nothing owed on the account.  This will not go to collections as the account will be...

cleared.  
 
Thank you
[redacted]
Circulation Director

[redacted]
I'm sorry that you were misinformed. We ask that subscribers call us to cancel because we don't receive the invoices back to our office with the customers remittance.  However, since you were told incorrectly I have cleared you account of all money owed which ic...

$44.92.  The account was also cancelled and your phone number will be removed from our calling list and added to our internal do not call list.
I apologize for any inconvenience this may have caused.
Sincerely,
[redacted]
Circulation Director

While it is true the the Canton Repository has added a TV Times magazine to their Sunday newspaper the additional fee is only charged to those who are on a significant discount and not to those who pay full...

price.  This information was conveyed in advance. I believe the real issue here is how our customer service staff member addressed the issue.  For that we greatly apologize and have addressed this with the customer service representative that handled the call.  Often as you know it is not what is said but how it is said that upsets people.  We are well aware of the less than sympathetic attitude as [redacted] stated and I am calling her personally to convey that apology.  The assumption that this is how they have been trained to respond is incorrect and addressed. 
I hope this explanation will service but again I assure you that there has been no intentional wrong doing on our part.
Thanks,
[redacted]VP Circulation Consumer MarketingGateHouse Ohio NewspapersThe Repository | The Times-ReporterThe Independent | The Suburbanite[redacted]Office 330-580-8368[redacted]

[redacted]
I apologize for sporadic service you have experienced and the wait on our phone lines.  I apologize for the wait on our phones as they do get busy at times. Looking at your account the representative put your newspaper on a hold and not a cancellation.  I do...

not know why the carrier is still delivering.  I will have the newspaper cancelled as requested and also your account will not be charged for any papers after June 8th.
 
Thank you
 
[redacted]
Circulation Director

[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 [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This was the clerical error.  The error has been fixed and the account credited accordingly.  Thank you for bringing this to our attention and we apologize for any inconvenience.

[redacted],
Regarding ID...

# [redacted]
Ms. [redacted]s account was cancelled on 9-27-15.  I apologize that the account was not cancelled when she origonally requested it.  The amount owing is $14.85 and it will be cleared out.  She will not owe us anything.
Thank you
Anita D[redacted]