CottageCare

0pt; -ms-text-autospace: ideograph-numeric;">July 24, 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] ordered [redacted], when he accepted our promotional offer, which
was presented online by The [redacted]ive Network, Inc. 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
and his account would be charged, 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 Mr. [redacted] that he wished to cancel his subscriptions at the end of his first
term, the annual charges were posted to his account.
On July 14, 2015, Mr.
[redacted] cont[redacted]ed our automated customer service line and
placed his subscription 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.
Mr.
[redacted] cont[redacted]ed our automated customer service line again,
on July 20, 2015, and placed his subscription to [redacted] on “do
not renew” status. During that same inquiry, Mr. [redacted] accepted a
special offer to keep his subscription to [redacted]ive.
 
Upon receipt of your correspondence on July 24,
2015, we cancelled Mr. [redacted] subscriptions to [redacted], generating a full refund in the amount of $75.00
back 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 have been refunded.  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.
 
Despite multiple searches, we regret that we cannot locate an
order for House Beautiful in our system with the information provided in his
complaint.  If Mr. [redacted] can provide us with additional information regarding his magazine
subscription, it would help us locate his order.  We request that he forward to us the billing
descriptors (alpha-numeric codes beginning with “[redacted]”, [redacted]” or “[redacted]”) next to
the entries on his statement, which would allow us to identify the trans[redacted]ions
and any other name or address that the subscription might be listed under.
 
Please be assured that customer satisf[redacted]ion 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 cont[redacted] me at [redacted]
 
 
Sincerely yours,
 
[redacted]
Manager, Customer Service

I am glad to see I'm not the only one in this horrible situation! I was able to cancel my subscriptions after being charged almost $100 for 3 renewals! The fine print said I would be notified before being billed for the renewals and there was never an email, not even in my spam/junk folder! I was out $100 right before rent was due. Not a fun situation at all! They try to confuse you before canceling, throwing more offers at you, making it seem like there is no other choice. Just keep saying "no thanks" and that should finalize your subscription! Here's hoping for a refund... Great deals pull you in, for sure. Don't fall for it. Never again!

[redacted].
Like any other telephone or direct marketing scam, there's the lowball incentive (" $2 magazine subscription! " ), with "satisfaction guaranteed!", and "cancel at any time, for a full refund!" And lets not forget the "you will be notified before your subscription renews". The only notification I received was on my credit card statement, after having already been charged. No doubt, they'll claim that you were notified, as they'll probably send you notification from some bogus-sounding email address, entirely intended to be blocked by a spam filter. Regardless, they also make the "cancel at any time, for a full refund" as difficult as possible, and apparently never intend to provide you with that full refund. Read some of the other reviews. They all sound something like this: "We'll give you a full refund, but the publisher has already sent you advance copies of the upcoming 23 out of 24 issues, so you'll get a full refund of the 1 issue that you won't receive, minus shipping, handling, taxes, restocking fees, federally mandated toxic waste disposal surcharge, and random, inexplicable universal service charge. So, net after fees, your full refund of 1 cent should be credited to your account sometime within the next fourteen billing cycles."
But don't forget, your satisfaction is really important to them. Or not.

Great service, very speedy.

May 27, 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 [redacted], Inc.  The offer allowed her 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, her subscriptions would continue automatically 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 May 22, 2016, [redacted] contacted our customer service center and accepted a “more time” offer that was extended for her subscription to [redacted]. This would allow her to continue to receive her subscription for an additional two months.  If, at the end of that period, she decided to cancel her subscription, she would still be entitled to receive a full refund of the renewal charge. [redacted] contacted our customer service center on via our online website on May 22, 2016, and cancelled her subscription to [redacted], generating a refund reflecting the value of unserved issues in the total amount of $1.38 to her account.  Upon receipt of your correspondence on May 25, 2016, we cancelled [redacted]’s subscriptions to [redacted] and [redacted], generating a full refund in the amount of $105.00 to her account. In addition, we issued the remaining refund for her balance on [redacted], in the amount of $20.87. 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 magazine 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

I received an unexpected notice on my credit card for $45 for a magazine subscription renewal. Since I had never initiated a renewal of the magazine, I called to request an explanation. The company states that I agreed to those terms via a telephone call a year ago. That did not happen and when I explained that to the customer service representative, they would only agree to refund a portion of the unauthorized charge. I find this to be an exceptionally deceptive business practice and very clear from other customer complaints that this is not the first time this company has done this.

Complaint: [redacted]
I am rejecting this response because: I sent two (2) letters to the [redacted] - one on November 19, 2016 to make sure that they cancelled my subscription before the next year - and then another one on February 10, 2017 when I realized they hadn't cancelled my subscription and I was still receiving issues. When I didn't receive a reply to either letter, I then called on March 16, 2017 and spoke w/Felicia, who guaranteed me she would cancel and refund my money for the year 2017. She did neither! I will never again order any subscriptions from their company. WHAT A SCAM!! 
Sincerely,
[redacted]

March 6, 2015
style='FONT-FAMILY: "Arial", "sans-serif"; COLOR: black'> 
 
[redacted]Sr. Consultant/ADR Specialist
Revdex.com, Inc.
[redacted]
 
 
 
            Re:      Complaint Case #: 10509586
 
 
                     Consumer:  Thomas Freed
 
 
Dear Ms. Goodwin:  
 
I write in response to the inquiry registered with your office by consumer Thomas Freed.  We genuinely regret the inconvenience that Mr. Freed experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.
 
Our records show that Mr. Freed placed two orders with our company, when he accepted our promotional offer, which was presented by Freebizmag.com. The first order was placed for Instyle, Cosmopolitan and Entertainment Weekly. The second order was placed for Instyle, Sports Illustrated and Entertainment Weekly.  Both offers allowed him to receive the first term of his magazine selections for a nominal fee of $2.00 for each subscription. The offers 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. 
Upon receipt of your correspondence on March 3, 2015, we placed Mr. Freed’s subscriptions to Instyle, Sports Illustrated and Entertainment Weekly on “do not renew” status.  This would allow him to continue receiving the issues in his current paid term, however no renewal would be processed.
In addition, we cancelled Mr. Freed’s subscriptions to Instyle, Cosmopolitan and Entertainment Weekly, generating a full refund in the amount of $148.00 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.  Also, Mr. Freed 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 (203) 391-0630.
 
 
Sincerely yours,
 
David Korbusieski
Manager, Customer Service

December 17, 2015

size="3">
[redacted]
[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.
Despite multiple searches, we regret that we cannot locate Mr. [redacted]’s
account in our system with the information provided in his
complaint.  We would be more than happy
to assist in resolving this matter, but are unable to do so at this time.
If Mr. [redacted] can provide us with additional
information regarding the offer that was presented to him, it would help us
to better explain the offer. We sincerely regret that we cannot resolve Mr. [redacted]’s concerns at this time without more specific
information, but will be happy to proceed with the prompt resolution of his
complaint once we have additional information.
It is never our intention to mislead our customers and we
sincerely regret that Mr. [redacted] was unhappy with his experience.  Synapse takes great pride in its promotional
materials and believes that they impart to the consumer all information
necessary to make an informed purchasing decision.  We also take great strides to ensure that our
marketing practices comply with all applicable laws and industry guidelines
and, in many instances, seek to exceed such requirements.
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 19, 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 his magazine subscriptions, and have attempted to resolve his concerns.
Our records show that we received an order in the name [redacted] for [redacted] when he accepted our promotional
offer after making a purchase at a [redacted]. 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. 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.
[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 he wished
to cancel his subscriptions at the end of his first term, the annual
subscription charges were posted to his account. 
On February 12, 2016, [redacted] contacted our
customer service center via our online website and placed his subscriptions to [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 16, 2016, we
cancelled [redacted]’s subscriptions to [redacted], and [redacted],
generating a full refund in the amount of $167.00 to his account, which
includes the previous year’s charges. 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 his subscriptions
have been cancelled and all charges refunded to
his account.  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

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]

October 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] ordered [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 for each subscription.  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 Ms. [redacted] that she wished
to cancel her subscription at the end of her trial period, the annual charges
were posted to her account.
On October 14, 2015, Ms. [redacted] contacted our
customer service center via our online website and cancelled her subscription
to [redacted], generating a full refund
in the total amount of $16.50 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.
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 magazines 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 K[redacted]
Manager, Customer Service

February 1, 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]
[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.
When we did not hear from Mr. [redacted]
that he wished to cancel his
subscriptions at the end of his first term, the annual charges were posted to
his account.
On
January 25, 2016, Mr. [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 $39.90 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.
Upon receipt of your correspondence on February 1,
2016, we processed a refund in the amount of $290.50, which includes 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.
Mr. [redacted] can be assured that his subscription has been cancelled.  Also, 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.
The renewal prices are our standard renewal rates
for [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.
We regret that Mr. [redacted]
experienced any inconvenience in using our toll-free customer service
number.  Our automated customer service
line was designed to provide customers with the most efficient means possible
for addressing their concerns regarding their subscriptions, and we are sorry
that he found this system difficult to use. His comments have been forwarded to
the department responsible for our automated system and will be used in future
system evaluation.
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] I have been refunded and I thank you.

December 1, 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] ordered [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 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.
On November 27, 2015, Ms. [redacted] contacted our service
center via our online website and cancelled her subscriptions to [redacted] and [redacted], generating a
refund to her account reflecting the value of unserved issues in the total
amount of $14.43. That same day, Ms. [redacted] placed
her subscription to [redacted] on
“do not renew” status. This would allow her to continue receiving the remaining
issues in her current paid term, however, at the end of her term the
subscriptions would not renew, nor would she be charged any renewal fees.
Upon receipt of your correspondence, on November 30,
2015, we cancelled her subscription to [redacted],
generating a full refund to her account in the total amount of $25.00. In
addition, we issued the remaining balance on Ms. [redacted]’ subscriptions totaling $512.07, which also 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.
Ms. [redacted] can be assured that her
subscriptions have been cancelled and all renewal charges have been
refunded.  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

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 used the subscription ID provided by [redacted] and it worked on their website. Thank you for that. Out of the six paragraphs, the 4th and 5th paragraphs in their reply were relevant to the issue raised.I have a couple of suggestions regarding their customer service:(1)When I called their phone customer service, their employee found a list of my previous orders along with the current order and so was able to easily select the most recent (current) order. That should be the way that their website is designed - i.e., when there are multiple orders (past and current) for a name + address + magazine, then their website should just list all orders in the search results and let the customer select based on date. That's really a more logical way to do it instead of just showing "no search results" just because there were multiple  records found.(2)Their customer service people should also know what the subscription ID is since, after all, it is their company that assigned this name to that number. It puzzles me why, when I EXPLICITLY asked for the  "subscription ID", their phone CS gave me an "order ID" which didn't work on their website. Why do you train your phone CS to provide information that is not relevant to the information being asked? It is annoying and a waste of time since the customer would have to keep going back to your CS to get the correct information.Sincerely, 
[redacted]

August 5, 2015
 
 
[redacted]
Complaint
Consultant
[redacted] 
[redacted]
 
 
 





            Re:      Complaint Case #: [redacted]

 

 

                     Consumer:  [redacted]
 
 
 
Dear
Ms. [redacted]:  
 
I
write in response to the inquiry registered with your office by consumer Ralph
[redacted]. We genuinely regret the inconvenience that Mr. [redacted] experienced regarding
his magazine subscriptions, and have attempted to resolve his concerns.
 
We regret
any confusion or miscommunication on our part; however Mr. [redacted] subscription for [redacted] is delivered via carrier delivery.
If Mr. [redacted] is still not receiving his subscription, he may contact our customer service
center directly at [redacted]. 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 [redacted].
 
 
Sincerely yours,
 
[redacted]
Manager, Customer Service

February 4, 2016
[redacted]
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] [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 charges
were posted to her account.
On February 19, 2015, [redacted] contacted our
customer service center and cancelled her subscription to [redacted] generating a full refund in the amount of $2.00 to her
account.
[redacted] contacted our automated customer
service line on January 22, 2016, and cancelled her subscription to [redacted], generating a full refund in
the total amount of $38.00 to her account. 
On January 25, 2016, [redacted] contacted our
customer service via our online website and cancelled her subscriptions to [redacted] & [redacted] generating a
refund reflecting the value of unserved issues in the total amount of $67.83 to
her account.
Upon receipt of your correspondence, on February 4, 2016, we have
issued the remaining refunds for her subscriptions in the amount of $6.17 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. In addition, we have added [redacted] to
our purged customer list. We have also requested to have [redacted] name to be
removed from our promotional mailing lists.
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 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 her magazine subscriptions, and have attempted to resolve her concerns.
 
Our records show that [redacted] placed an order for [redacted], [redacted], [redacted] and [redacted] Magazine, 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 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.
 
Prior to the billing event, a notice was mailed to [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 November 25, 2014. 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 subscriptions at the end of her first term, the annual subscription charges were posted to her account.
 
On January 27, 2015, [redacted] contacted our customer service center via our online website and placed her subscriptions to [redacted] and [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 any renewal fees. During that same inquiry,[redacted] cancelled her subscription to [redacted]. Please note, she was at the end of her term, therefore no refund was due.
 
[redacted] contacted our customer service center via our online website again on January 27, 2015, and requested to cancel her subscription to [redacted].  Her request was honored and a full refund in the amount of $45.00 was issued back to her account.
 
On February 5, 2015, [redacted] contacted our customer service center via our online website and cancelled her subscription to [redacted] Magazine, generating a full refund in the amount of $26.00 to her account.
 
Upon receipt of your correspondence on February 10, 2015, we cancelled [redacted] subscription to [redacted], generating a full refund in the amount of $2.00 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 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. In addition, we have added [redacted] to our purged customer list. We have also requested to have [redacted] name removed from our promotional mailing lists. 
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
 %3

January 5, 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 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] Every Day. The second order was for [redacted]. Both 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.    Please note, we received notification from the publisher of [redacted] that the title had ceased publication and would be replaced with [redacted] On January 25, 2016, [redacted] contacted our automated customer service line and placed her subscriptions to [redacted] Day, and [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 any renewal fees. On December 17, 2016, [redacted] contacted our automated customer service line and cancelled her subscription to [redacted] generating a full refund to her account in the total amount of $32.00. [redacted] contacted our automated customer service line again on December 21, 2016, and cancelled her subscription to [redacted], generating a refund to her account reflecting the value of unserved issues in the total amount of $3.25.That same day, [redacted] placed her other subscription to [redacted] on “do not renew” status.    On December 23, 2016, [redacted] cancelled her subscription to [redacted], generating a refund to her account reflecting the value of unserved issues in the total amount of $34.20.   Upon receipt of your correspondence on December 29, 2017, we issued the remaining refund to [redacted] account for her subscriptions to [redacted] in the amount of $7.05.  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