CottageCare

March 17, 2017     [redacted]
[redacted]     Re: Complaint Case #[redacted]     ...

                     Consumer:  [redacted]     Dear [redacted]   I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.   Our records show that [redacted] placed an order for[redacted], when she accepted our promotional offer, which was presented by [redacted].  This offer allowed her to receive the first term of her magazine selections for a nominal fee of $2.00 for each subscription. The offer also provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel.  Prior to any billing event, a notice would be mailed to her reminding her of the upcoming billing, the amount that would be charged and the date by which to cancel to avoid being charged. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer’s billing statement with each charge.  When we did not hear from [redacted] that she wished to cancel her subscriptions at the end of her first term, the annual subscription charges were posted to her account. Upon receipt of your correspondence on March 11, 2017, we cancelled Ms. Ponraj’s subscriptions to [redacted] and [redacted] generating a full refund of $196.00 to her account.  It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle. [redacted] can be assured that her subscriptions have been cancelled. Also, [redacted] may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation.  She may keep these with our compliments. Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.     Sincerely yours,   David K[redacted] Manager, Customer Service

Complaint: [redacted]
I am rejecting this response because:
 
The response from Synapse is incorrect. The company refunded all of our money, as they should have, because it was taken without permission. Where are these so called "terms and conditions"? Where are they in the sign up process? No where. I know that I am not alone in my experience with this company as there are numerous complaints here as well as on other sites around the web.  Synapse, if you would be up front and honest, and provide your terms and conditions in the sign up process then perhaps this company would have so many complaints.  Have some integrity and be open and honest.
,[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. The fraudulent charges of $101.00 has been refunded to my card.
I have kept records of my transactions. It's very clear that the first order (of 4 free titles) was processed long before (numerous screens) the "bonus offer" was made. Also, no fees were mentioned for those three. The fees were very clearly pointed out for the original four titles ($2 fee each for processing). This was NOT provided for the others, as the vendor claims. In addition, these three titles were added to the credit card charge long after the initial order had been processed. No "review your order" was provided - it was in the first transaction - so it's obvious that they are knowingly sliding these in. Their customer service process is intentionally non-functional, so irritated customers really don't have a way to do anything about it, unless they persist, do a good bit of research, and file a Revdex.com complaint. THEN they provide some contact information - although some of that is the same non-functional information that was available before. It's obvious that they intend to defraud.
I have notified BizRate of this activity and recommended that they cease to use these offers for their "thank you" gift for completing a survey. I worked in publishing (two large publishing companies), so I'm well aware that no legitimate publisher conducts business in this way. This just leads to problems for the publisher, when irate customers they don't know anything about contact them, angry about fraudulent charges. As a rule, the publisher will either refund the money (which they haven't received) or honor the subscription for free (losing money) to placate the customer. It puts them in a hard spot.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Please see attachment
Sincerely,[redacted]

November 23, 2016  
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
  Re: Complaint Case #: [redacted]     ...

                     Consumer:  [redacted]     Dear Ms. Shea:     I write in response to the inquiry registered with your office by consumer [redacted] We genuinely regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.   Our records show that [redacted] ordered [redacted] when she accepted our promotional offer, which was presented by Magazine Discount Center.  This offer allowed her to receive the first 90 days of her subscription risk free. The offer also provided that her subscription would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer’s billing statement with each charge.  When we did not hear from [redacted] that she wished to cancel her subscription at the end of her first term, the annual subscription charges were posted to her account.   On November 4, 2016, [redacted] contacted our customer service center and placed her subscription to [redacted] on “do not renew” status. This would allow her to continue receiving the issues in the current term, however at the end of the term, her subscription would not renew nor would she be charged for any renewal fees. [redacted] contacted our customer service center again on November 10, 2016, and cancelled her subscription to [redacted] generating a refund reflecting the value of unserved issues in the amount of $39.11 to her account. Upon receipt of your correspondence, on November 11, 2016, we issued the remaining refund for [redacted]’s balance to her subscription in the amount of $4.89. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle. [redacted] can be assured that her subscriptions have been cancelled.  Also, [redacted] may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation.  She may keep these with our compliments.   Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.     Sincerely yours,   David K[redacted] Manager, Customer Service

Your computer system to deal with problems or to contact you sucks big time. Sent me around in circles and go nowhere.

Thank you Revdex.com I almost gave this company my credit card info till I read the reviews.

May 19, 2014
 
[redacted]
Sr. Consultant/ADR Specialist
Revdex.com,
Inc.
94 South Turnpike Road
Wallingford, CT  06492
 
 
            Re:      Complaint
Case #: 




[redacted]



                        Consumer: 
[redacted]
 
Dear Ms. [redacted]:
I write in response to the
inquiry registered with your office by consumer [redacted]. We genuinely regret
the inconvenience that Ms. [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
Our
records show that Ms. [redacted] placed an order for [redacted] and [redacted], when she accepted our promotional offer through [redacted]. The offer allowed her to receive the first year of issues for $2.00
per title. The offer also provided that her subscriptions would continue
automatically and be charged to the credit card that was provided when placing
her order, unless she called our toll-free customer service number to cancel. In addition, it is our policy that customers who wish to cancel
may do so at any time by calling our toll-free customer service number, which
is provided on our renewal notice and also on the customer’s billing statement
with each charge.
When we did not hear from Ms. [redacted] that she wished to cancel her
subscriptions at the end of her first term, the annual subscription charges
were posted to her account. 
Ms. [redacted] contacted our customer service center on May 5, 2014, and
cancelled her subscription to [redacted], generating a full refund to her account in the amount of $41.00.
On May 7, 2014, Ms. [redacted] contacted our customer service center
again and cancelled her subscription to [redacted], generating a refund for
unserved issues in the total amount of $36.90 to her account.
Ms. [redacted] contacted our customer service center on May 13, 2014,
and requested the remaining balance on her subscriptions to [redacted]. Her request was honored and we issued the refund back to her account in the amount of $4.10.
That same day, Ms. [redacted]
also requested the reimbursement of her overdraft fees.
Although it is not our standard practice to reimbursement these fees, we have
honored her request and processed a refund of $108.00 back to her account.  We have checked our billing system and have confirmed that the refund was
issued to her account. She may provide her bank with the following reference
number to confirm that our refund was processed.

[redacted]


Ms. [redacted] can be assured that her subscriptions have been cancelled.  Also, Ms. [redacted] may continue to receive one or
two more issues of her magazines since they were in process at the time of
cancellation.  She may keep these with
our compliments.
Please be assured that customer satisfaction is very important to
us and we take great care in providing our customers with the highest level of
service.  If I can be of any further
assistance in this matter, please contact me at ###-###-####.
 
Sincerely yours,
[redacted]
Manager, Customer Service

July 11, 2016     [redacted] Complaint Consultant Revdex.com  29 Berlin Road Cromwell, CT 06416       Re: Complaint Case #: [redacted]     ...

                     Consumer:  [redacted]       Dear [redacted]   I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.   Our records show that [redacted] placed an order for [redacted] when she accepted our promotional offer, which was presented by Bizrate after she had completed a survey following an online purchase. This offer allowed her to receive the first term of her magazine selections for a nominal fee of $2.00 each.  The offer also provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer’s billing statement with each charge.   When we did not hear from [redacted] that she wished to cancel her subscriptions at the end of her first term, the annual subscription charges were posted to her account.    On July 4, 2016, [redacted] contacted our customer service center and cancelled her subscriptions to [redacted], We generating a refund in the total amount of $199.83 to her account.   Upon receipt of your correspondence, on July 5, 2016, we issued the remaining balance on [redacted] subscriptions totaling $3.17. It should be noted, however, that banks direct us to ask customers to allow one or two billing statements for written confirmation of the refund to appear, depending on their billing cycle. [redacted] can be assured that her subscriptions have been cancelled.  Also, [redacted] may continue to receive one or two more issues of her magazine since they were in process at the time of cancellation.  She may keep these with our compliments.   We apologize for the unsatisfactory experience [redacted] had with our company. Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.     Sincerely yours,   David K[redacted] Manager, Customer Service   Tell us why here...

May 3, 2017     [redacted]
[redacted]     Re: Complaint Case #: [redacted]     ...

                     Consumer: [redacted]     Dear [redacted]     I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.   Our records show that [redacted] following a purchase she made at [redacted].  The offer allowed her to choose from a selection of magazines and receive the first 60 days of a 14-month subscription without charge.  After the trial period, her subscriptions would continue automatically and be charged to the same credit card used for her [redacted] transaction, unless she called our toll-free customer service number to cancel.  Prior to any billing event, a notice would be mailed to her reminding her of the upcoming billing, the amount that would be charged and the date by which to cancel to avoid being charged.   [redacted] sales associates are instructed to inform customers of the terms of the offer and provide them with a copy of the brochure to keep. Customers are also informed that the credit or debit card provided for their purchase will be forwarded to us for processing the magazine orders.    On April 28, 2017, [redacted] contacted our customer service center and cancelled her subscriptions to [redacted] generating a full refund in the amount of $14.00 back to her account. It should be noted, however, that banks direct us to ask customers to allow one or two billing statements for written confirmation of the refund to appear, depending on their billing cycle.   [redacted] can be assured that all of her subscriptions have been cancelled and all charges refunded.  Also, [redacted] may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation. She may keep these with our compliments. Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####. Sincerely yours,   David K[redacted] Manager, Customer Service

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] [redacted]I wish to point out though, that I never received a billing statement from them for any of the magazines, and the automated toll-free number on the renewal postcard they sent me was not user friendly and required many steps to cancel. The computer generated customer service voice wanted to try numerous times to "convince" me to say yes to renewing or extending each subscription. Also, the postcard they mailed me only listed [redacted] and [redacted]. I never received notice to renew or cancel [redacted] or [redacted] magazines. The postcard also did not list a website to visit to allow me access to customer service or account status changes. I had to look online at This [redacted]'s website to attempt to cancel. The This [redacted] website replied that I could not cancel through them, and they gave me the name of the company I needed to contact (Synapse Group, Inc.). I found them online with a google search and was able to cancel the remaining subscriptions to [redacted] and [redacted] after a few more attempts of the website trying to offer me an extension instead of canceling. Based on many years of dealing with customer service departments, I believe Synapse has one of the the most user UN-friendly customer service processes I have ever encountered. I will not do business with them again.Thank you again for your help.From a customer

July 29, 2015
 
 
[redacted]
Complaint
Consultant
RevDex.com 
[redacted]
 
 
 





           ...

Re:      Complaint Case #: [redacted]

 

 

                     Consumer:  [redacted]
 
 
 
Dear
Ms. [redacted]:  
 
I
write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that Mr. [redacted] experienced regarding
his magazine subscriptions, and have attempted to resolve his concerns.
 
Our
records show that Mr. [redacted] placed an order for [redacted] through our program when he accepted our promotional offer, which was
presented by [redacted].  The offer
allowed him to receive one term of his magazine selections for a points paid
subscription.
On
July 3, 2015, Mr. [redacted] contacted our customer service center and advised he had
not received the most recent issue of [redacted].
We took the liberty of contacting the publisher for [redacted] and they have confirmed that the July 6, 2015 issue was
mailed to Mr. [redacted]. In addition, the publisher extended his account for one
missed issue.
 
Mr.
[redacted] contacted our customer service center again on July 11, 2015, and advised he
had not received the July 11, 2015 issue of [redacted].
We took the liberty of contacting the publisher for [redacted] and they extended his account for the missed issue.
 
We
sincerely regret that Mr. [redacted] was not contacted in regards to his requests. For
the inconvenience, we have placed a complimentary order for 52 issues of [redacted], which will be added to his
current subscription. His new expiration date is January 11, 2017.
 
We
apologize for the unsatisfactory experience Mr. [redacted] had with our customer service
representatives.  We have listened to the
calls and feedback has already been provided to the representatives and their
superiors. Please be assured that customer satisfaction is very
important to us and we take great care in providing our customers with the
highest level of service.  If I can be of
any further assistance in this matter, please contact me at [redacted].
 
 
Sincerely yours,
 
[redacted]
Manager, Customer Service

-----Original Message-----
From: [redacted]
Sent: Wednesday, March 19, 2014 6:19 PM
To: [redacted]
Subject: Resolution of complaint #[redacted] against the Synapse Group
My complaint involved an unauthorized charge of $68.00 to my [redacted] credit
/>
card. I found out from my bank that $68.00 was credited back to the account
and posted today, 3/19/14. I consider the matter resolved. Thank you.
[redacted]

July 26, 2016

black; font-family: "Arial","sans-serif"; font-size: 10pt;"> 
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

 
 

Re: Complaint Case #: [redacted]

 

 

                     Consumer:  T[redacted]
 
 
 
Dear [redacted]:  
 
I write in response to the inquiry registered with your office by consumer T[redacted]. We genuinely regret the inconvenience that [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.
 
Our records show that [redacted] placed an order for [redacted] when he accepted our promotional offer, which was presented by The [redacted] The offer allowed him to choose from a selection of magazines and receive the first 90 days of a 15-month subscription without being charged.  After the trial period, his subscriptions would continue automatically following the initial term and that the same credit card would be charged if he did not call us to cancel.  In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer’s billing statement with each charge.
 
On July 18, 2016, [redacted] contacted our customer service center and cancelled his subscriptions to [redacted] generating a full refund in the total amount of $24.00 back to his account.
Our company does not handle the billing for The [redacted], Inc. orders. We took the liberty of contacting The [redacted], Inc. and they confirmed [redacted] had two charges for $24.00 under different names but with the same credit card. We have confirmed one charge was previously refunded on July 18, 2016. We researched this further and confirmed [redacted]’s account was refunded for the second charge of $24.00 on July 20, 2016.
 
If [redacted] is not showing these refunds posted to his account, he may email Daisy K[redacted] who is the Manager of Customer Support at The [redacted], Inc. at [redacted].
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.
 
 
Sincerely yours,
 
David K[redacted]
Manager, Customer Service

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. Please understand that billing notices and correspondence after the trial period were never received. Had information regarding amounts and frequency of payments been received the magazine subscriptions would never have been renewed and extended this long. The refund is greatly appreciated and will be acknowledged when it has in fact been received. 
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]





            Re:      Complaint Case #: [redacted]

...





                     Consumer:  [redacted]
Dear
Ms. Shea:   
I write in response to the
inquiry registered with your office by consumer [redacted]. We genuinely
regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
Our records show that [redacted], when she accepted our promotional offer, which
was presented by Bizrate after she had completed a survey following an online
purchase. This offer allowed her to receive the first term of her magazine selections
for a nominal fee of $2.00 for each subscription. The offer also provided that her subscriptions would
automatically continue following the initial term and that the same credit card
would be charged if she did not call us to cancel. In addition, it is our
policy that customers who wish to cancel may do so at any time by calling our
toll-free customer service number, which is provided on our renewal notice and
also on the customer’s billing statement with each charge. 
When we did not hear from [redacted] that she wished to cancel her
subscriptions at the end of her first term, the annual subscription charges
were posted to her account. 
Upon receipt of your correspondence on February 5,
2016, we cancelled [redacted]’ subscriptions to [redacted], and [redacted] generating a full refund in the amount of $34.50
to her account.  It should be noted that
banks direct us to ask customers to allow one to two billing statements for
written confirmation of the refund to appear, depending on their billing cycle.
[redacted] can be assured that her subscriptions have been cancelled.  Also, [redacted] may continue to receive one or
two more issues of her magazines since they were in process at the time of
cancellation.  She may keep these with
our compliments.
Please be assured that
customer satisfaction is very important to us and we take great care in
providing our customers with the highest level of service.  If I can be of any further assistance in this
matter, please contact me at ###-###-####.
Sincerely yours,
David K[redacted]
Manager, Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The original charge (while pending) was listed as Synapse Group Inc.The charge is now showing
[redacted] MAGAZINE




Transaction Date:
Sunday, 11/23/2014

Posted Date:
Monday, 11/24/2014

Details:
Subscriptions


Appears on your statement as:
[redacted] MAGAZINE ###-###-#### NY 10019 US
I contacted [redacted] magazine directly and was told that the subscription was entered through the Synapse magazine agency.                                         ...⇄
We
are sorry to learn that you wish to cancel your subscription. Our records
indicate that your subscription was entered through SYNAPSE GROUP INC, a
magazine agency. Please contact the agency directly with your request to
cancel, so you may settle your contract with them. They can be reached at
###-###-####.  In the meantime, we will suspend delivery. Since our
mailing lists are prepared in advance, you will receive a few more copies
before delivery stops.  Please accept these with our compliments.
You
may receive an email invitation to complete a very short survey to provide
feedback for how your issue was handled.  We welcome the opportunity to
serve you better and your feedback will help our efforts to continuously
improve our quality of service. Any feedback from you will be highly appreciated.
I look forward to assisting you in the future. Until then, please have a
wonderful day!
We
appreciate this opportunity to be of service.
[redacted]
[redacted]###-###-####
The phone number was ###-###-#### on the original 'pending' charge but the once the charge cleared, it changed to [redacted] Magazine, as above. The account number with [redacted] was[redacted] The subscription ID with Synapse was [redacted].
Sincerely, [redacted]

January 11, 2015
Roman">
[redacted]
Complaint
Consultant
RevDex.com 
29
Berlin Road
Cromwell,
CT 06416





            Re:      Complaint Case #: [redacted]





                     Consumer:  [redacted]
Dear
Ms. [redacted]    
I write in response to the
inquiry registered with your office by consumer [redacted] We genuinely regret
the inconvenience that Ms. [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
Our records show that Ms. [redacted] placed an order for [redacted] Leisure, and [redacted] when she accepted our promotional offer, which was presented by
Bizrate after she had completed a survey following an online purchase. This
offer allowed her to receive the first term of her magazine selections
for a nominal fee of $2.00 for each subscription. The offer also provided that her subscriptions would
automatically continue following the initial term and that the same credit card
would be charged if she did not call us to cancel. In addition, it is our
policy that customers who wish to cancel may do so at any time by calling our
toll-free customer service number, which is provided on our renewal notice and
also on the customer’s billing statement with each charge.
When we did not hear from Ms. [redacted] that she wished to cancel her
subscriptions at the end of her first term, the subscription charges were
posted to her account.
Upon receipt of your correspondence on December 31,
2015, we cancelled Ms. [redacted]’s subscriptions to [redacted] generating
a full refund in the amount of $83.00 to her account.  It should be noted that banks direct us to
ask customers to allow one to two billing statements for written confirmation
of the refund to appear, depending on their billing cycle.
Ms. [redacted] can be assured that her subscriptions have
been cancelled and all charges refunded to her account.  Also, Ms. [redacted] may continue to receive one
or two more issues of her magazines since they were in process at the time of
cancellation.  She may keep these with
our compliments.
Please be assured that
customer satisfaction is very important to us and we take great care in
providing our customers with the highest level of service.  If I can be of any further assistance in this
matter, please contact me at ###-###-####.
Sincerely yours,
David K[redacted]
Manager, Customer Service

January 14, 2016

size="3">
[redacted]
[redacted]





            Re:      Complaint Case #: [redacted]





                     Consumer:  [redacted]





Dear
[redacted]
I write in response to the
inquiry registered with your office by consumer [redacted] We genuinely
regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
Our records show that [redacted] placed an order
for [redacted], when she
accepted our promotional offer, which was presented by Bizrate after she had completed a
survey following an online purchase. This offer allowed her to receive the
first term of her magazine selections for a nominal fee of $2.00 for each
subscription.  The offer provided that her
subscriptions would automatically continue following the initial term and that
the same credit card would be charged if she did not call us to cancel. In
addition, it is our policy that customers who wish to cancel may do so at any
time by calling our toll-free customer service number, which is provided on our
renewal notice and also on the customer’s billing statement with each charge.
On January 10, 2016, [redacted] contacted our
service center via our online website and cancelled her subscriptions to [redacted], generating a refund in the
amount of $63.41 to her account. It should be noted that banks direct us to ask
customers to allow one to two billing statements for written confirmation of
the refund to appear, depending on their billing cycle.
[redacted] can be assured that her subscriptions
have been cancelled. Also, [redacted] may continue to receive one or two more
issues of her magazines since they were in process at the time of
cancellation.  She may keep these with
our compliments.
Please be assured that customer satisfaction is very
important to us and we take great care in providing our customers with the
highest level of service.  If I can be of
any further assistance in this matter, please contact me at ###-###-####.
Sincerely yours,
[redacted]
Manager, Customer Service

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]