CottageCare

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.  There is no detail of a timeline mentioned in the note but the company honoring the full refund is the outcome that I desired.  Thank you. 
Sincerely,
[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.
Sincerely,
Karen H[redacted]

November 6, 2014
[redacted]
Revdex.com, Inc.
[redacted]
[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]. 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. 
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 October 15, 2014, [redacted] contacted our automated customer service line and cancelled her subscription to [redacted], generating a full refund in the amount of $36.00 to her account. During this same inquiry, [redacted] also accepted a new order for [redacted] at a low promotional rate of $2.00 for 6 issues. Following the promotional term, the subscription would continue and the same terms and conditions would follow as the original order.
[redacted] contacted our automated customer service line on October 23, 2014 and cancelled her subscription to [redacted], generating a full refund in the amount of $2.00 back to her account.
On October 28, 2014, [redacted] contacted our automated customer service line and cancelled her subscription to [redacted], generating a full refund in the amount of $52.00 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.
If [redacted] is still not showing these refunds posted to her account, she may contact me directly at ###-###-####. 
[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. 
Sincerely yours,
[redacted]
Manager, Customer Service

May 18, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
[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 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], [redacted], [redacted] and [redacted], when she accepted our promotional offer, which was presented by [redacted] 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 [redacted] 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. 
 
On May 1, 2014, Ms. [redacted] contacted our automated customer service center and cancelled her subscription to [redacted], generating a refund for unserved issues in the total amount of $33.00 to her account. During that same inquiry, Ms. [redacted] accepted a new order for [redacted] at a low promotional rate of $2.00 for 12 issues. Following the promotional term, the subscription would continue and the same terms and conditions would follow as the original order.
 
That same day, Ms. [redacted] placed her subscriptions to [redacted] and [redacted] on “do not renew” status. This would allow her to continue receiving the remaining issues in her current term, however, at the end of her term the subscriptions would not renew, nor would she be charged any renewal fees.
 
On April 27, 2015, Ms. [redacted] contacted our customer service center and cancelled her subscription to [redacted], generating a refund to her account reflecting the value of unserved issues in the amount of $66.69.
 
Upon receipt of your correspondence, on May 14, 2015, we issued the remaining balance on Ms. [redacted]’s subscription to [redacted], totaling $71.31, which includes the previous year’s charges. 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. In addition, Ms. [redacted] may continue to receive one or two more issues of her magazine since it was in process at the [redacted] 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

December 9, 2015

size="3">
[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 Ms. [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
Our records show that Ms. [redacted] placed two orders with our company, when she
accepted our promotional offer, which was presented by [redacted] after she had
completed a survey following an online purchase. The first order was placed for
[redacted] and [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 second
order was placed for [redacted]. This
offer allowed her to receive the first 180 days of her subscription risk free.
These offers 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. 
Upon receipt of your correspondence, on December 4,
2015, we cancelled Ms. [redacted]’s subscriptions to [redacted],
[redacted] and [redacted]. Please
note that Ms. [redacted] was not charged for these
subscriptions.
Ms. [redacted] can be assured that her subscriptions have been
cancelled.  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

Complaint: [redacted]
I am rejecting this response because: they are mislead the customer.  The come-on is $100 value for free... with no mention of any cost.
I appreciate your attempts to mediate, but I am convinced they design the approach to include a come-on, and then a cost at the back end.  Does the approach remind you of automobile dealers?  It does me.
Sincerely,
[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.
I would like to add that this process was unnecessarily difficult to cancel my subscriptions, but I appreciate the response of the business to this complaint in cancelling the rest of my subscriptions. 
Sincerely,
[redacted]

July 27, 2017     [redacted] Complaint Consultant Revdex.com  29 Berlin Road Cromwell, CT 06416     Re: Complaint Case #: [redacted]     ...

                     Consumer:  [redacted]     Dear Ms. S[redacted]     I write in response to the inquiry registered with your office by consumer [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] and [redacted], when he accepted our promotional offer, which was presented by [redacted] after he had completed a survey following an online purchase. The offer allowed him to receive the first term of his magazine selections for a nominal fee of $2.00 per subscription. The offer also provided that his subscriptions would automatically continue 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.    When we did not hear from [redacted] that he wished to cancel his subscriptions at the end of his first term, the annual subscription charges were posted to his account.    On July 18, 2017, [redacted] contacted our customer service center and cancelled his subscriptions to [redacted] and [redacted], generating a full refund in amount of $81.00 back to his account.   Upon receipt of your correspondence on July 19, 2017, we issued the remaining refund for the balance on [redacted]’ subscriptions in the amount of $37.00, which includes the previous year’s charges. 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. The renewal prices are our standard renewal rates for [redacted] and [redacted]  Our renewal prices still represent a significant savings off the single issue newsstand price.  We work with each of our publishers in establishing standard discounted rates for the magazine titles we offer.   [redacted] can be assured that his subscriptions have been cancelled.  Also, [redacted] may continue to receive one or two more issues of his magazines since they were in process at the time of cancellation. He 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

the complaint has been solved as of January 6,  2016.  if no other charges are made to my bank account, then I'm satisfied with the outcome.  thank you very much for your help. Sincerely, [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.
Sincerely,
[redacted]

August 24, 2015

size="3">
 
 
[redacted]
Complaint
Consultant
RevDex.com 
[redacted]
[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 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] en Espanol, when she accepted our promotional offer, which was
presented by [redacted].com.  The offer
allowed her to receive one term of her magazine selection without being
charged. 
On August 18, 2015, Ms.
[redacted] contacted our customer service center
and cancelled her subscription to [redacted] en Espanol. Please note her account was not charged
for this subscription.  
 
Ms. [redacted] can be assured that her subscription has been cancelled. Also, Ms. [redacted] may continue to receive one or two more issues of her magazine
since it was in process at the time of cancellation.  She may keep these with our compliments.
 
We apologize for the unsatisfactory experience Ms. [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

January 14, 2016
Roman">
[redacted]
[redacted]
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] 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 annual
subscription charges were posted to her account.
On January 9, 2015, Ms. [redacted] contacted our
automated customer service line and cancelled her subscriptions to [redacted] Woman’s [redacted],
generating a full refund in the amount of $56.00 to her account.
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,
David K[redacted]
Manager, Customer Service

July 9, 2015
 
 
[redacted]
Complaint
Consultant
RevDex.com 
[redacted]
[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], when he accepted our promotional offer, which was presented by Bizrate
after he had completed a survey following an online purchase. This offer allowed him
to receive the first term of his magazine selections for a nominal fee of $2.00
for each subscription.  The offer also provided that his subscriptions
would automatically continue 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.
 
Prior to the billing event, Mr. [redacted] would receive a notice
reminding him of the upcoming renewal, the renewal charge and the date by which
to cancel to avoid being charged. We have checked our records and found that Mr. [redacted]’
renewal postcard was mailed to
him on April 18, 2015. We apologize if he did not receive this postcard, as
these are mailed to our customer’s as a reminder of future billing events.
 
On July 1, 2015, Mr. [redacted] contacted
our service center via our online website and cancelled his subscription to [redacted],
generating a refund
reflecting the value of unserved issues in the total amount of $1.42 to his
account. During that same inquiry, Mr. [redacted] placed his subscriptions to [redacted] on “do not renew” status.
This would allow him to continue receiving the remaining issues in his current
term, however, at the end of his term the subscriptions would not renew, nor would
he be charged any renewal fees.
 
Upon receipt of your correspondence on July 8, 2015,
we cancelled Mr. [redacted]’ subscriptions to [redacted], generating a full refund of the amount charged of $125.00 to his account.
In addition, we issued the remaining balance for his subscription to [redacted] in the amount of $0.58 to his
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.
 
Mr. [redacted] can be assured that his subscriptions
have been cancelled and all charges refunded to his account.  Also, Mr. [redacted] may continue to receive one or two more issues of his
magazines since they were in process at the time of cancellation.  He may keep these with our compliments.
 
We
apologize for any inconvenience Mr. [redacted] may have experienced in his attempts
to cancel his subscriptions. 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

November 6, 2014
[redacted]
Sr. Consultant/ADR Specialist
Revdex.com, Inc.
[redacted]
[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 two orders with our company, when she accepted our promotional offer, which was presented by [redacted] after she had completed a survey following an online purchase.  The first order was for [redacted]. The second order was placed for [redacted]. These offers allowed her to receive the first term of her magazine selections for a nominal fee of $2.00 for each subscription. The offers 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 November 4, 2014, we cancelled [redacted] subscriptions to[redacted], generating a full refund in the total amount of $144.00 back 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.
We apologize for any inconvenience [redacted] may have experienced in her attempts to cancel her subscriptions. 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

Complaint: [redacted]
I am rejecting this response because:I did not sign up for [redacted] en Espanol through [redacted].com.  I expressed this to the customer service agent who would not let me cancel until I requested to speak to a supervisor, as well as in my Revdex.com complaint.  I find it unacceptable that I can be signed up for a magazine subscription without Synapse first confirming through a verified email confirmation that I actually signed up for a subscription.  With the anonymity of the internet, anyone can sign a person up for a subscription without their consent.  I would like to know how Synapse verifies that a person actually signed up for a magazine.  I will be following up with the appropriate state agencies for an investigation of these business practices.  
Sincerely,
[redacted]

July 29, 2016

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

[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 his magazine subscriptions, and have attempted to resolve his concerns.
 
Our records indicate that [redacted] placed a magazine order for [redacted], when he accepted our promotional offer after making a purchase at a [redacted] store. The offer allowed him to choose from a selection of magazines and receive the first 60 days of a 14-month subscription without charge.  After the trial period, his subscriptions would continue automatically and be charged semi-annually to the same credit card used for his [redacted] transaction, unless he called our toll-free customer service number to cancel. 
 
[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 July 19, 2016, [redacted] contacted our customer service center and cancelled his subscription to [redacted], generating a refund reflecting the value of unserved issues in the amount of $31.92 to his account. On that same day, [redacted] accepted a “more [redacted]” offer that was extended for his subscription to [redacted]. This would allow him to continue to receive his subscription for an additional two months.  If, at the end of that period, he decided to cancel the subscriptions, he would still be entitled to receive a full refund of the renewal charge.
[redacted] contacted our customer service center on July 21, 2016 and cancelled his subscription to [redacted], generating a full refund in the amount of $23.00 to his account.
 
On July 22, 2016, [redacted] contacted our customer service center and requested the remaining refund for his subscription to [redacted] His request was honored and we issued the refund back to his account in the amount of $9.58.
Upon receipt of your correspondence on July 29, 2016, we issued a refund for the previous year’s charges on [redacted] subscriptions to [redacted] and [redacted] in the amount of $298.00. 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 his subscriptions have been cancelled.  Also, [redacted] may continue to receive one or two more issues of his magazines since they were in process at the [redacted] of cancellation.  He 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
 
Tell us why here...

February 11, 2015
ideograph-numeric"> 
 
[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 his magazine subscriptions, and have attempted to resolve his concerns.
 
Our records show that [redacted] placed an order for [redacted], [redacted] and [redacted], following a purchase he made at a [redacted] Entertainment store.  The offer allowed him to receive the first 60 days of a 14-month subscription without charge.  After the trial period, his subscriptions would continue automatically and be charged semi-annually to the same credit card used for his [redacted] Entertainment transaction, unless he called our toll-free customer service number to cancel.  Prior to any billing event, a notice would be mailed to him reminding him of the upcoming billing, the amount that would be charged and the date by which to cancel to avoid being charged.
 
When we did not hear from [redacted] that he wished to cancel his subscriptions at the end of his trial period, the semi-annual charges posted to his account.
 
On September 15, 2014, [redacted] contacted our service center via our online website and placed his subscriptions to [redacted], [redacted] and [redacted] on “do not renew” status. This would allow him to continue receiving the remaining issues in his current term, however, at the end of his term the subscriptions would not renew, nor would he be charged any renewal fees.
Upon receipt of your correspondence on February 3, 2015, we cancelled [redacted] subscriptions to [redacted], [redacted] and [redacted], generating a full refund in the amount of $75.00 to his 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 his subscriptions have been cancelled and all charges have been refunded.  Also, [redacted] may continue to receive one or two more issues of his magazines since they were in process at the time of cancellation.  He 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 [redacted]
 
 
Sincerely yours,
[redacted]
Manager, Customer Service

May 15, 2015
 
 
[redacted]
Complaint Consultant
Revdex.com 
[redacted]
[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 Ms. [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
 
When a customer indicates they want to cancel, we do attempt to “save” the customer by offering the opportunity to cancel their current subscription and start a new one at a greatly reduced rate. If the customer does not wish to accept this offer, they are free to decline it and cancel their subscription – as Ms. [redacted] did. While we regret Ms. [redacted] was not satisfied with our automated customer service system, we reject her assertion that offering a low-priced subscription in an attempt to save a customer is unethical.
 
If I can be of any further assistance in this matter, please contact me at [redacted]
 
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]Would you ask Synapse to clarify what is meant by the "first term" and subsequent "terms and conditions"?Thank you.[redacted]

August 10, 2015
 
 
[redacted]
Complaint
Consultant
RevDex.com 
[redacted]
[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 Ms. [redacted] experienced
regarding her magazine subscriptions, and have attempted to resolve her
concerns.
 
Our records indicate that Ms. [redacted] placed a magazine order for [redacted],
when she accepted our promotional offer after making a purchase at a [redacted] store. The offer allowed her to choose up to three titles 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 semi-annually to
the same credit card used for her [redacted] transaction,
unless she called our toll-free customer service number to cancel.  [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. 
 
When we did not hear from Ms. [redacted] that she wished to cancel her
subscriptions at the end of her trial period, the semi-annual subscription
charges were posted to her account.
 
On August 2, 2015, Ms. Coulter contacted our automated
customer service and placed her subscriptions to [redacted] on “do not
renew” status.  This would allow her to
continue receiving the issues in her current term, however her subscriptions
would not renew, nor would she be charged renewal fees. During that same
inquiry, Ms. [redacted] cancelled her subscription to [redacted], generated a refund reflecting the value of unserved issues in the
amount of $3.43 back to her account.
 
Upon
receipt of your correspondence on August 5, 2015, we cancelled Ms. [redacted] subscriptions
to [redacted] and [redacted], generating a full refund in the amount of $80.00 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. 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 [redacted].
 
 
Sincerely yours,
 
[redacted]
Manager, Customer Service