CottageCare

June 8, 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] 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 March 30, 2015, Mr. [redacted] contacted our customer service center and advised he had not received an issue of [redacted] since January 25, 2015. We took the liberty of contacting the publisher for [redacted] and they have confirmed that Mr. [redacted] was scheduled to receive his next issue by March 28, 2015. In addition, the publisher extended his account for the missed issues.
 
On April 27, 2015, Mr. [redacted] contacted our customer service center again and advised he was still not receiving his subscription to [redacted]. We took the liberty of contacting the publisher and they confirmed that Mr. [redacted] was scheduled to receive his next issue by May 2, 2015. The publisher also confirmed there were no delivery problems reported and his subscription was extended for the missed issues.
 
Upon receipt of your correspondence on June 8, 2015, we contacted the publisher for [redacted] and they stated they received an update from the field office that there was an issue with the routing and the carrier. They have assured us this issue has been resolved and Mr. [redacted] will receive his next issue by June 13, 2015. His subscription has been extended, bringing his expiration date to March 28, 2016.
 
This is not a usual occurrence and we understand Mr. [redacted] frustration, therefore for the inconvenience, we have placed a complimentary order for 52 issues for Barron’s on June 8, 2015. This order will be processed as a renewal and add onto his current subscription. Please note, his new expiration date is now March 28, 2017.
 
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 3, 2015
 
 
[redacted]
Complaint Consultant
Revdex.com 
[redacted]
 
 
 
            Re:      Complaint Case #:...

[redacted]
 
 
                     Consumer:  [redacted]
 
 
Dear Ms. [redacted]:  
 
I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that Mr. [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.
 
Our records show that Mr. [redacted] placed an order for [redacted], 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 annually 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 subscription charges were posted to his account.  
 
On May 22, 2015, Mr. [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.
Mr. [redacted] contacted our customer service center on May 30, 2015, and cancelled his subscription to [redacted], generating a full refund in the amount of $36.00 to his account.
On May 31, 2015, Mr. [redacted] contacted our customer service center via our online website and placed his subscription to [redacted] 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.
Upon receipt of your correspondence on June 1, 2015, we cancelled Mr. [redacted] subscription to [redacted], generating a full refund in the amount of $40.00 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. 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. 
 
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

Complaint: [redacted]
I am rejecting this response because:
Their full refund is shown as $129.37 but the order summary shows a total of $157.37
Sincerely,
[redacted]

December 5, 2014
 
 
[redacted]
[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 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 [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.
 
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 December 1, 2014, Ms. [redacted] contacted our customer service center and cancelled her subscriptions to [redacted] and [redacted], generating a refund for unserved issues in the total amount of $79.30 to her account.
 
That same day, Ms. [redacted] requested the remaining refund for her subscriptions. Her request was honored and a refund in the amount of $3.70 was processed to her account. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.
Ms. [redacted] can be assured that her subscriptions have been cancelled and all renewal charges have been refunded to her account.  Also, Ms. [redacted] may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation.  She may keep these with our compliments. 
 
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.
 
 
Sincerely yours,
 
[redacted]
[redacted]

April 29, 2016 [redacted]
[redacted]
[redacted] 
[redacted]
[redacted] Re: Complaint Case #: [redacted]
 
 
                    ...

[redacted]    [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 we received an order for [redacted] when she accepted our promotional offer, which was presented by [redacted]. The offer allowed her to receive the first 90 days of a 15-month magazine subscription at no cost.  At the end of the trial period, the subscriptions would automatically continue unless she notified us that she wished to cancel by calling our toll-free customer service number. 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 April 26, 2016, [redacted] contacted our automated customer service line and placed her subscription to [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. Upon receipt of your correspondence on April 27, 2016, we cancelled [redacted]’s subscription to [redacted] generating a full refund in the amount of $88.00 to her account, which includes the previous year’s charge. 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 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 Tell us why here...

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]

September 3, 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.
We have added [redacted] to our purged customer list. We have also requested to have [redacted]’s name removed from our promotional mailing lists. As requested, we will mail a copy of this information to [redacted].
We regret that [redacted] was unhappy with her experience with our company.  Her comments have been forwarded to the department responsible for our automated system and will be used in future system evaluation.
If I can be of any further assistance in this matter, please contact me at ###-###-####.
Sincerely yours,
[redacted]
Manager, Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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.
Their phone recording said the promotion was for magazines at the rate of $2.00 BUT SAIDCUSTOMER would be contacted for renewal, I was never contacted and never authorized thesubscription for the following two years, They automatically put the charges on my [redacted] without notifying me and without authorization. I feel this is fraud I am awaiting credit to my credit card but this policy should be stopped especially when offers are made to senior citizens.thank you for your help
Sincerely,
[redacted]

This company has taken $210.00 total out of our account when we had not authorized it. It is my opinion that this company is a scam.

November 2, 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]
[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] Magazine, [redacted], [redacted] and [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 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 October 27, 2015, Ms. [redacted]
contacted our customer service center and cancelled her
subscriptions to [redacted] Magazine, [redacted], [redacted] and [redacted], generating
a refund for unserved issues in the total amount of $62.87 to her account.
That same day, Ms. [redacted] contacted our customer service center
again and requested the remaining balance for her subscriptions. Her request
was honored and we issued the refund back to her account in the amount of
$142.13, which includes the previous year’s refunds.
Ms. [redacted] can be assured that her subscriptions have been cancelled
and all 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.  In addition, we have added Ms. [redacted] to our purged customer list. We have also requested to have Ms. [redacted]’s 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

August 10, 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 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 subscription would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer’s billing statement with each charge.   When we did not hear from [redacted] that she wished to cancel her subscription at the end of her first term, the annual subscription charges were posted to her account.   On August 4, 2016, [redacted] contacted our automated customer service line on 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 $68.00. Upon receipt of your correspondence, on August 5, 2016, we issued the remaining refund for [redacted]’s subscription in the total amount of $105.00, 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.   [redacted] can be assured that her subscription has been cancelled and all charges have been refunded. 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 K[redacted] Manager, Customer Service     Tell us why here...

Complaint: [redacted]
I am rejecting this response because:  I did not complete a survey from Bizrate, nor did I  accept an offer for any magazine at $2.00 a copy. They have reimbursed my bank account. My concern is how they can say I completed a survey, how I accepted and offer, and how did they get my banking information?
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]

March 25, 2016
[redacted]
[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 her magazine subscriptions, and have attempted to resolve her concerns.
Our records show that [redacted] placed an
order for [redacted], when she accepted our
promotional offer, which was presented by Bizrate after she had completed a
survey following an online purchase. This offer allowed her to receive the
first term of her magazine selections for a nominal fee of $2.00 for each
subscription. The offer also provided that
her subscriptions would automatically continue following the initial term and
that the same credit card would be charged if she did not call us to
cancel.  In addition, it is our policy
that customers who wish to cancel may do so at any time by calling our
toll-free customer service number, which is provided on our renewal notice and
also on the customer’s billing statement with each charge. 
When we did not hear from [redacted] that she wished to cancel her subscriptions at the
end of her first term, the annual subscription charges were posted to her
account. 
On August 24, 2015, [redacted] contacted our automated
customer service center line, and cancelled her subscription to [redacted]
generating a refund
reflecting the value of unserved issues in the amount of $30.83 to her account.
During this inquiry, [redacted] also accepted a new offer to receive [redacted]
at a low promotional rate of $2.00 for 6 issues.
[redacted] contacted our automated customer service center line
again on August 26, 2015, and cancelled her subscription to [redacted]
generating a full refund in
the amount of $21.50 to her account. During this inquiry, [redacted] also accepted a new offer to receive [redacted] at a
low promotional rate of $2.00 for 7 issues.
We
received notification from [redacted] bank on
August 27, 2015, that we could not obtain authorization on her credit card for
her subscription to [redacted] resulting in her order being cancelled.
On March 10, 2016, [redacted] contacted our automated customer service line 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 at the end of the term, her subscriptions would not renew nor
would she be charged for any renewal fees.
Upon receipt of your correspondence on March 22,
2016, we cancelled [redacted]’s subscription to [redacted] generating a full refund in
the amount of $38.00 to her account. It should be noted that banks direct us to
ask customers to allow one to two billing statements for written confirmation
of the refund to appear, depending on their billing cycle.
[redacted] can be assured that all of her
subscriptions have been cancelled.  Also,
[redacted] may continue to receive one or two more issues of
her magazines since they were in process at the time of cancellation. She may
keep these with our compliments.
Please be assured that
customer satisfaction is very important to us and we take great care in
providing our customers with the highest level of service.  If I can be of any further assistance in this
matter, please contact me at ###-###-####.
Sincerely yours,
David K[redacted]
Manager, Customer Service

Complaint: [redacted]
I am rejecting this response because:
My complaint is 95% settled and I appreciate that the response has been swift and reasonable.  Please forward the message below back to [redacted] David K[redacted] Manager, Customer Service.
I completed the cancellation requests online for all three magazines as confirmed in the letter.  The questions to cancel were confusing and I mistakenly choose to continue [redacted] magazine until the end of the subscription (this was the first magazine subscription I canceled so it was the first time for me in your system).  Upon canceling the other two magazines, I better understood the cancellation questions asked online and at that time I realized that I chose to continue [redacted] Magazine subscription to the end (then cancel) when in fact I wanted to cancel it immediately.  I submitted an email form request (using the same system 10 minutes later) to cancel my [redacted] magazine subscription immediately and provide me a refund.
To settle this - please cancel [redacted] magazine immediately and provide me a refund.
Sincerely,
[redacted]

June 3, 2015
 
 
[redacted]
Complaint Consultant
Revdex.com 
[redacted]
[redacted]
 
 
 
            Re:      Complaint Case #:...

10646605
 
 
                     Consumer:  Chad Hayden
 
 
Dear Ms. Shea:  
 
I write in response to the inquiry registered with your office by consumer Chad Hayden. We genuinely regret the inconvenience that Mr. Hayden experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.
 
The offer was first presented to Mr. Hayden via a pop up window, which stated he could claim a value of up to $100.00 when he completes a survey.  Once he clicked on this pop up window he was brought to the Bizrate survey page.  It is stated at the top of the page that “as a thank you for completing the survey regarding your shopping experience, you will receive a thank you valued at up to $100.00 – up to four of your favorite magazines…”
 
After completing the short survey, additional information about the magazine offer is provided by the submit button,  including that this offer allows customers to receive the first term of their magazine selections for a one time nominal fee of $2.00 for each subscription.
 
It is never our intention to mislead our customers and we sincerely regret that Mr. Hayden 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 (203) 391-0630.
 
 
Sincerely yours,
 
David Korbusieski
Manager, Customer Service

This was supposed to be 3 subscriptions, they gave me 4. I called within the appropriate timeframe to cancel all of them but they refused. I went online and was able to cancel 2 but was not able to cancel the other 2. Now my account has been charged and no one will speak to me.

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, pending confirmation that in fact I actually receive a refund (i.e. this business previously represented I would receive a refund but none has been forthcoming to date and the business's suggestion that it may now take several billing cycles to register a refund doesn't encourage confidence).   Moreover, contrary to the business's response,  I did not contact an automated customer service option in December of 2013 but rather talked on the telephone with a live personal representative of the business who assured me that the magazine subscriptions would be promptly cancelled and that I would receive a refund for the balance of the magazine issues that I had not yet received.   Finally, the business need not provide me a full refund but rather only the balance due on the two magazine subscriptions, at the time I contacted them in December, 2013.
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. There was a long process just to cancel and a confusing phone message that continued with offers of further/other subscriptions. At no time did I speak directly with anyone from Synapse. Plus my complaint started from the fact that I saw [redacted] still active even though I had cancelled it. My cc currently shows all refunds as described.
Sincerely,
[redacted]