CottageCare

Complaint: [redacted]
I am rejecting this response because, once again, the business has misunderstood the content of my complaint. I do not consider it unethical to offer to a customer the chance to purchase an additional subscription at a discounted rate (though I do think it is quite an exaggeration to suggest that this company is "saving" customers!!). What is unethical is that the customer must indicate that the customer does NOT want to cancel the subscription in order actually to cancel the subscription. The representative of the company should listen to the automated options and then he would probably understand the nature of the complaint. When a customer wants to cancel the subscription, the customer must answer "no" to the question, "Do you want to cancel this subscription...?" That is unethical and the company should change the automated system to reflect ethical business practices. 
It would be prudent for this representative to discontinue his practice in emails of implying and suggesting that this is an isolated complaint. A quick search on Google will show him, and the Revdex.com, that a large number of individuals have submitted complaints to the Revdex.com or described in forums online the troubles they have had in trying to cancel their subscriptions with this company. For your convenience, I am providing four links below my signature line. An ethical company would not approach those complaints with an air of suspicion about the intellectual capacity of the customer, but instead with an air of concern for the troubles that many, many customers are experiencing. The way in which this complaint has been handled is indicative as well of the ill-intentions of the company. The company ought to change the system in response to these myriad complaints.
Sincerely,
[redacted]
Examples of complaints about this businesses practices:[redacted]
[redacted]
[redacted]
[redacted]

October 28, 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 two
orders for [redacted] through our
program when he accepted our promotional offer, which was presented by [redacted]
Airlines.  The offer allowed him to
receive one term of his magazine selections for a points paid subscription.
We do
apologize, however we were unable to process Mr. [redacted]’s request for multiple terms of [redacted] as the publisher only
allows for one term to be placed at a time, therefore we cancelled Mr. [redacted]’s second term to [redacted].
We took the liberty of contacting [redacted] Airlines and
requested to have Mr. [redacted]’s account reimbursed for the 3200 miles. They
have honored our request and his miles have been added back into his account.
It should be noted that airlines direct us to ask customers to allow three to
four weeks for written confirmation of the refund to appear back to their
account. 
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

May 17, 2016 [redacted] Complaint Consultant Revdex.com  29 Berlin Road Cromwell, CT 06416 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 his magazine subscriptions, and have attempted to resolve his concerns. Our records show that [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. We received notification from [redacted] on March 1, 2016, that we could not decrement his account for his subscriptions to [redacted] and [redacted], resulting in his order being cancelled. We took the liberty of contacting [redacted] and they confirmed [redacted] has a zero balance because his miles expired on January 31, 2016. We requested to have his miles reinstated and they have honored our request and confirmed 9500 miles have been added back into his account. If [redacted] would like to like to place a new order, he may contact our customer service center directly at ###-###-####. One of our representatives will be happy to assist him. 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

Don't fall for this scam they just keep sending and charging. Its a pain to get cancelled.

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]

December 12, 2017     [redacted] Complaint Consultant Revdex.com  [redacted] 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 show that [redacted] ordered [redacted], when he accepted our promotional offer, which was presented by [redacted].  This offer allowed him to receive the first 90 days of his subscription risk free. The offer 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.  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 first term, the annual subscription charges were posted to his account.    On November 21, 2017, [redacted] contacted our customer service center and accepted a “more time” offer that was extended for his subscriptions to [redacted]. This would allow him  to continue to receive his subscriptions for an additional two months.  If, at the end of that period, he decided to cancel his subscriptions, he would still be entitled to receive a full refund of the renewal charge. [redacted] contacted our customer service center again on December 4, 2017, and cancelled his subscription to [redacted], generating a full refund to his account in the amount of $73.00. It should be noted, however, that although refunds have been processed, 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. We have checked our billing systems and confirmed that [redacted]’s refunds were posted to his account on December 4, 2017 (Reference# [redacted]). If [redacted] is still not showing these refunds, he may contact our customer service center directly at ###-###-####.  One of our representatives will be happy to assist him. [redacted] can be assured that his subscription has 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

December 1, 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 Kristin
[redacted]. We genuinely regret the inconvenience that Ms. [redacted] experienced regarding
her magazine subscriptions, and have attempted to resolve her concerns.
Our company does not handle the billing for [redacted] orders. We took the liberty of contacting [redacted] and they confirmed Ms. [redacted]’s refund for her subscription to [redacted] in the amount of $47.00 was issued back to her account on July 17, 2015.
If Ms. [redacted] is still not showing this refund posted
to her account, she may email Daisy K[redacted] who is the Associate Manager at [redacted] at [redacted].
Please inform Ms. [redacted] to provide the following transaction number to confirm
receipt of her refund. ([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

The website process is a bit misleading. One, the "free" 4 magazines offer states there is a processing fee of $2. It does not state that it is $2 for each magazine title. Further more, no where does it state that at the end of a year the magazines will auto renew and at what rate that auto renew will be.
I understand that $8 is a small fee for one year of 4 magazines but I do believe good business would be to state how much a client will be charged BEFORE the client finishes the purchase.
I will say the person I chatted with in their customer service was quite nice and pleasant. Of course the poor fellow could not say anything or truly help in this instance.

January 30, 2016     [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] 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.  Prior to the renewal, [redacted] would receive a notice reminding her of the upcoming renewal charge and the date by which to cancel to avoid being charged.  We apologize if she did not receive this postcard, as these are mailed to our customer’s as a reminder of future billing events.   When we did not hear from [redacted] that she wished to cancel her subscription at the end of her trial period, the annual subscription charges were posted to her account.   On January 23, 2017, [redacted] contacted our customer service center and cancelled her subscription to [redacted], generating a refund for unserved issues in the total amount of $30.40 to her account.   Upon receipt of your correspondence, on January 25, 2017, we issued the remaining refund for her balance on [redacted], in the amount of $7.60. 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 subscription has been cancelled.  Also, [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.   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 Korbusieski Manager, Customer Service

May 15, 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 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, 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.
 
Prior to the billing event, a notice was mailed to Ms. [redacted] reminding her 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 renewal postcard was mailed to her on February 2, 2015. We apologize if she did not receive this postcard, as these are mailed to our customer’s as a reminder of future billing events.
 
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 April 24, 2015, Ms. [redacted] contacted our customer service center and cancelled her subscriptions to [redacted] and [redacted], generating a full refund in the total amount of $143.00 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.
Regarding reimbursement of overdraft fees, although it is not our standard practice to reimbursement these fees, we have honored her request. We have checked our billing system and have confirmed that Ms. [redacted] refund of $205.00 was processed 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 [redacted].
 
 
Sincerely yours,
 
[redacted]
Manager, Customer Service

May 15, 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 Ms. [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
As previously stated, our records show that Ms. [redacted] placed an order for [redacted], when she accepted our promotional offer, which was presented online by [redacted]
Prior to any billing event, Ms. [redacted] would receive a notice reminding her of the upcoming renewal, the renewal charge and the date by which to cancel to avoid being charged.  We apologize if she did not receive this postcard, as these are mailed to our customer’s as a reminder of future billing events.
Upon receipt of your correspondence on May 15, 2015, we have added Ms. [redacted] to our purged customer list. We have also requested to have Ms. [redacted] name be removed from our promotional mailing lists. 
We sincerely regret that Ms. [redacted] experienced any difficulty using our automated customer service system.  The system was designed to provide customers with the most efficient means possible for addressing various concerns regarding their subscriptions.
 
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

Complaint: [redacted]
I am rejecting this response because:  I will wait three billing cycles before accepting.
Sincerely,
[redacted]

The language in their offer was tricky and they did not clarify that there would be a recurring charge in a way that a customer would notice it on their website. This was not the first complaint filed on this company. The website was very misleading in their advertisement.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

June 28, 2017     [redacted]
[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 his magazine subscriptions, and have attempted to resolve his concerns.   Our records show that [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 April 18, 2017, [redacted] contacted our customer service center and requested the status of his subscription to [redacted]. [redacted] was advised his subscription was active and he would begin to receive his selections within four to twelve weeks.   Upon receipt of your correspondence on June 23, 2017, we took the liberty of contacting [redacted] to confirm the date of [redacted]’s first issue. They have confirmed his subscription is due to start with the July 1, 2017 issue and is set to expire with the June 26, 2018 issue.   If [redacted] still does not receive any issues to his subscription, I would request that he please contact our customer service center directly at ###-###-####. One of our representatives will be happy to assist him.   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

Dear Revdex.com Mediation Department:
Please forward to the Revdex.com bureau in Connecticut for handling by our subsidiary Synapse.  For the record, we were unable to locate [redacted] in our [redacted] subscriber records at the address she provided. 
Thank you.
Sincerely,
[redacted]...

[redacted]

September 9, 2016    
[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 his magazine subscriptions, and have attempted to resolve his concerns.   Our records show that [redacted] placed an order for [redacted] through our program, which was presented by [redacted].  Unfortunately, [redacted] were unable to be processed as [redacted] did not respond to our request to decrement his account, resulting in his order being cancelled.  A postcard notification was mailed to [redacted] advising him that we were unable to fulfill the order. We apologize if [redacted] did not receive this postcard. On September 1, 2016, [redacted] placed another order for [redacted] through our program, presented by Frontier Airlines.  Upon receipt of your correspondence on September 2, 2016, we contacted the publisher for [redacted] to confirm if there were any delivery problems.    The publisher for [redacted] confirmed his subscriptions were due to start with the September 2016 issue, and [redacted] should receive his first issue no later than September 22, 2016. These subscriptions will expire with the August 2017 issue.   After contacting the publisher for [redacted] and they confirmed that [redacted] subscription is due to start with the October 3, 2016, and he should receive no later than September 30, 2016. The subscription expires with the September 25, 2017 issue.   In addition, we contacted the publisher for [redacted]l and after further research, we found that the publisher did not cancel [redacted] first subscription and therefore has two terms of [redacted]l. For the inconvenience, we have requested the publisher to keep this subscription active. Rest assure, [redacted] account will only be charged for one term of [redacted]   If Mr. Afellar still does not receive any issues to his subscriptions, I would request that he please contact our customer service center directly at ###-###-####. One of our representatives will be happy to assist him.   We apologize for the unsatisfactory experience Mr. Afellar 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 Korbusieski Manager, Customer Service Tell us why here...

July 26, 2016

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

[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 indicate that [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 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 [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 July 18, 2016, [redacted] contacted our automated customer service line and cancelled her subscriptions to [redacted], generating a refund reflecting the value of unserved issues in the total amount of $77.42 to her account.
Upon receipt of your correspondence on July 19, 2016, we issued the remaining refunds for her subscriptions in the total amount of $11.58. It should be noted, however, that although refunds have been processed, 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 and the most recent charges refunded to her account.  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

May 3, 2017     [redacted]
[redacted] 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 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] This offer allowed her to receive the first term of her magazine selections for a nominal fee of $2.00. The second order was placed for [redacted]. This offer allowed her to receive the first 180 days of her subscription risk free. Both 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.   When we did not hear from [redacted] that she wished to cancel her subscriptions at the end of her trial period, the subscription charges were posted to her account.   On April 21, 2017, [redacted] contacted our customer service center and cancelled her subscriptions to [redacted] generating a full refund in the amount of $286.00 back to her account.   Upon receipt of your correspondence on April 25, 2017, we issued the remaining refund for her balance on her subscriptions in the total amount of $366.00. 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 her subscriptions have been cancelled and all charges have been 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

February 25, 2015
 
 
[redacted]Sr. Consultant/ADR Specialist
Revdex.com, Inc.
[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 three orders with our company.  The first order was presented by [redacted] and the order was placed for [redacted]. This offer allowed her to receive one term of her magazine selections for a points paid subscription.
The second order was presented by [redacted] and the order was placed for [redacted] and [redacted]. This offer allowed her to receive the first year of issues for $2.00 per title. This 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.
 
The third order was presented by [redacted] and the order was placed for [redacted]. This offer allowed her to receive one term of her magazine selections for a points paid subscription.
On December 31, 2014, [redacted] contacted our service center via our online website and requested the digital version for her subscriptions to Bloomberg Businessweek, The Wall Street Journal and The Atlantic. We have confirmed her order placed through [redacted] is for the digital version. We cancelled her other subscription for [redacted] that was placed through [redacted]. Please note her account was not charged.  
In addition, we cancelled her subscription for [redacted]. Please note her account was not charged. At this time, The Atlantic magazine is for print only and is not available digitally through our program. 
 
On December 31, 2014, [redacted] contacted our customer service center and requested to cancel her subscription to [redacted]. Her request was honored and we took the liberty of contacting [redacted] and requested to have [redacted] account reimbursed for the 2700 miles. They have honored our request and her miles have been added back into her account.
Upon receipt of your correspondence on February 25, 2015, we placed a new order for [redacted] for the print and digital version for a total of 2700 points. [redacted] should begin to receive her subscription in four to twelve weeks.
 
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 [redacted]
 
 
Sincerely yours,
[redacted]
Manager, Customer Service
 %

June 4, 2014
 
[redacted]
[redacted]
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 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 [redacted] 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.  The offer
also provided that his subscription 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, a notice was mailed to Mr.
[redacted] 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 renewal postcard was mailed
to him on December 24, 2013. We apologize if he did not receive this postcard,
as these are mailed to our customer’s as a reminder of future billing events.
When we did not hear from Mr. [redacted] that he wished
to cancel his subscription at the end of his first term, the annual
subscription charges were posted to his account.
Upon receipt of your correspondence, on June 2,
2014, we cancelled Mr. [redacted]’s subscription to [redacted], generating a full refund in amount of $40.00 back
to his 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.
Mr. [redacted] can be assured that his subscription has been cancelled and will
not renew, nor will he be charged any additional renewal fees. Furthermore, Mr. [redacted] may continue to receive one or two more issues of his magazine
since it was 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,
 
[redacted]
Manager, Customer Service