Courier Journal

Account was reviewed and service started January 7, 2017.  The special offer the service was started on was 17.25 per month, plus tax, 18.29 total. There were 2 months when there were premium sections in one of the Sunday papers and those two months were billed additional $1.06...

for a total of $19.35.  There were no calls on this account for the month of February to cancel service.  The only called on account was the call the customer made on July 11th to cancel service.  Even though the customer reports that the account could not be found, the operator she spoke to at 2:55p stopped service effective July 12th.  The [redacted]pay method of payment was canceled as well.  A refund of $12.70 ($$ on account after cancellation) was processed upon cancellation of service.  In keeping with good customer service and giving the customer the benefit of the doubt, an additional refund of $99.14 will be processed, bringing total refund to $111.84.

Ms. [redacted] states she did not received any papers from 8/23 - 12/6 when she cancelled.  A refund of 19.79 has already been sent.   An additional refund of 41.94 is being processed to refund total amount of 61.73.

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Although I do accept that my account will be credited. as it was promised to me, I do not think that Courier Journal is accepting responsibility here. I did not say I called them before 9/26, I said I kept in contact with several several emails. These emails they did respond to. Only when the situation got to a "you have got to be kidding me" stage did I call. Let me remind the Courier Journal, I handled EVERYTHING involving my acct ONLINE, as this is how MOST PEOPLE do things these dayys, and this method seemed to work for them until I cancelled my account? I also would like to remind them, their policy of "make them call, and catch them again" did not work for me, matter of fact it only harmed the relationship. Further, I did not see where the Courier Journal agreed never to harass me again? I do not expect any of the above mentioned notes EXCECPT that my account be credited immediately. The other things I mentioned are not important to this business. I do not want to hear from them again, and strongly suggest they do not contact me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will accept the response when I see results. I have been told so many times that this will happen and it does not. I will report with a follow-up after consistent deliveries. 
Regards,
[redacted]

Whenever a customer starts a subscription, whether it is a special or regular priced subscription it is the responsibility of the subscriber to call and cancel if they no longer want the subscription.  The [redacted] special states under "The Fine Print"  Limit 1 p/p, may buy 1...

additional as gift.  Valid only for those who have not subscribed in the past 60 days.  Valid only in areas where home delivery is available. Not valid with other offers.  After the promo period ends, the Full Access subscription will continue and be billed monthly at the regular rate, less any applicable credits, unless The Courier-Journal is otherwise notified.  Taxes not included. After the promotional period ends, if you decide to cancel your subscription, you may contact The Courier-Journal.In keeping with good customer service, the balance on the account has been cleared.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. When I receive the invoice for the outstanding balance with the credit for the first 21 days of November, I will pay the outstanding balance.  Meanwhile, I would appreciate resumption of my service, which was cut off.  If the C-J wants to email me an invoice for faster payment, that would be satisfactory.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mrs. [redacted] subscribed to the Sunday/Holiday service at a rate of 13.00 per month.  The service was scheduled to start 11/2/14.  In November there is an extra charge for the Thanksgiving paper which increased her subscription rate for November.  A refund of 9.84 was issued when Ms....

[redacted] cancelled her service.  Another refund of 3.18 was issued for the Thanksgiving charge.  I will request an addtional refund of 4.96 for a total refund of 17.98.  I apologize for any confussion the November billing created.

-----Original Message----- From: [redacted]   This is to inform you that this morning the puzzle books thai I had not received  from the Courier Journal were left at my door.  It would of been nice if I had an explanation, nevertheless, I appreciate that I have received them.  [redacted]

[A default letter is provided...

here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved, although I do wonder how a company with 70 some odd complaints can have an A+ rating.
Regards,
[redacted]

The customer’s account was changed to Sunday only effective the 1st of February.  However the account was so far in arrears the system automatically stopped the account, non-payment.  In October customer's rate was going to change from 22.08 to 10.83 per month, however service was...

stopped September 19th.  When service restarted on 10/3, the rate was 28.18 w/TV Book per month, and customer only paid 10.83 for October thru January, 17.35 difference per month.  I will write off the difference, 17.35 x 4 months = 69.40.  I can resume the delivery on March 5th at the rate of 17.04 per month w/TV Book.

A call was placed today 10/5/17 to cancel the service on 10/6/17.  The 10.59 payment was for the month of October and was posted 10/3/17.  The money remaining on the account after the cancellation is 9.82.  A refund for this amount is being processed for the customer.

:  I spoke to the local sales manager about this complaint.  He said that they had an IT glitch that has been fixed.   Mrs. [redacted] has been set up on the .99 Sunday special.  A call was placed to Ms. [redacted] and a message left letting her know that she has been correctly set up...

and is on the .99 Sunday special.
 
 
[redacted]
Distribution Services Assistant II
Gannett Publishing Service
525 W. Broadway
PO Box 740031
Louisville, KY  40201-9776

The carrier has had a substitute delivery person often over the past several months or more.  The district manager has spoken to the carrier and the substitute delivery person about the service.  He feels the service will improve when the carrier has a substitute.  I will credit...

the customers account for 1 month due to delivery issues.

Mr. [redacted] did not get the 50% off special for the full 3 months.  He was billed $11.93 in July, $3.18 for the special he was on for 7/13 - 7/27 plus a small balance of $8.75 that was on his account from his previous subscription.  He was billed for the special rate of $7.50, plus...

tax for $7.95 in August.  In September the system flipped the rate to full rate too soon in error and Mr. [redacted] was billed $22.26, 14.31 more than the special.  A refund of $8.57 was processed when Mr.[redacted] cancelled his subscription on 9/21.  An additional refund of $8.05 is being processed, with our apologies for the error.  Mr. [redacted]'s refunds will total $16.62.

The customers subscription was stopped on 6/14, "Hospital will/call", which is a temporary stop.  The physical paper is stopped, but the customer has access 24/7 from their tablet, smart phone, computer etc.  If sounds as if the CSR did not explain this to the customer.  A refund of...

86.51 is being processed.

The customers account was stopped on April 7, 2017. The account was sent for refund processing on April 12th for the amount (14.59) remaining on the account when it was stopped.  From that date, it's takes 10-14 business days to receive the refund.  A 2nd refund (12.61) was submitted April...

15th and received on April 19th for processing.  This check should arrive by May 3rd.I contacted the customer via email and explained the process.  If the customer doesn't receive the 1st check by April 27th or the 2nd check by May 3rd, I have asked her to contact me.

The customer should be receiving the free publication called "YES". It can be delivered either on Saturday or Sunday.  The DM will address the non-delivery issue with the carrier. Delivery of this publication
will be verified this Sunday. The DM will also have a "YES" from...

3/27 delivered to the customer.

Ms. [redacted] payment for December posted on 12/9.  A call was placed to our office on 12/16. The EZ-pay method of payment was stopped but the service was not stopped.   I placed a stop on Ms. [redacted] account for effective Sunday 3/22.  The amount due on the account is being...

cleared off.  Please except our apology for the frustration and inconvenience this has caused Ms. [redacted].

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]