Courier Journal

The district manager has contacted our customer about the issues of not getting her puzzle book.  He will speak with the carrier to ensure delivery of the puzzle book each week.  A puzzle book was delivered to our this morning.

In reviewing the account I find that the customer entered a vacation stop on 1/11 for 1/12, through the web.  Then on 1/19 there was a vacation restart and a vacation stop effective 1/20, also through the web.   The carrier started the service, but...

stopped delivering the paper once he realized the account was inactive.  The account will be reactivated  for Thursday morning 2/15.

The rate the consumer is referring to is for Sunday only service.  I had the order pulled and the Kiosk salesperson has 17.25 written on the order.  This for daily and Sunday, 7 day service.  The amount charged (23.57) was daily/Sunday service 8/25 - 9/30 and the one-time setup fee of...

4.99.  The setup fee is non-refundable.  The difference after setup fee is 18.57 - 7.00, difference is 11.57.  Even though the consumer has been receiving the service, the account is currently in arrears for 29.52.  Since the order form doesn't reflect what the consumer said she was told and in keeping with good customer relations, I will refund 11.57, plus write off the balance due of 29.52.

Mr. [redacted] was on a 1/2 price promo.  That promo ended on 4/1 and there was no call to cancel after the promo ended so the account was charged, not overcharged on 4/3 for the full price after the promo.  When specials end, the rate goes to full rate.  If the customer does not want...

the service after the special ends, they will need to call and cancel.  This is explained to all customers when they are started on a special.  On 4/5 Mr. [redacted] did call to cancel, reason promo over.  Then on 4/19 he restarted on a 3 for 1 promo. The promo ran for the correct time 4/18 - 7/18.  A refund was not processed when he cancelled on 4/5, but the funds were used towards his restarted service on 4/19. When Mr. [redacted] promo ended on 7/18, there was no call to cancel so the rate changed and Mr. [redacted] was charged, not overcharged 10.67 to pay his service through 8/30.  When Mr. [redacted] did cancel his service on 8/16, 9.06 was remaining on the account and was refunded.In good faith, we can restart him on his free month and a refund for 6.91 has been processed.

The customer changed their service from Wednesday thru Sunday to Sunday only in June on a special of 18.18 per month for 6 months.  The subscription rate has been 18.18 each month from July 2017 through December 2017.  In August and December there was an additional charge of $1.00...

for a premium section in the Sunday paper, which made those months 19.18.  In November there is an extra $5.00 charge for the Thanksgiving Day paper which made November 23.18.  Then effective January there was a price increase which took the subscription rate to 26.18.  I spoke to the customer and explained the charges.  There were service issues with missed papers as well.  I offered to credit account for all missed papers, put them back on the 18.18 special and notify the manager of the service in order to get it corrected.  In the end the customer decided to cancel.  Refunding last payment of 33.29.

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.
[redacted]
Regards,
[redacted]

Customers account was paid in full through December 2017.  Any charges incurred on and after January 1 2018 have been cleared from the account.  Customer doesn't owe and will not be billed for service after December 31 2017.

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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me in so far as they are willing to continue to try and resolve the issue between us. The attachment shows options they may choose to resolve the issue. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted] ]
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.Please note I have attached the screenshot of the confirmation from my initial online redelivery request on the morning of June 11, 2017, as well as the screenshot of my second online request for redelivery on the evening of June 12, 2017, as it was stated the Courier Journal representative could not find these.  Perhaps there is an issue with their online customer service form?I am appreciative of the Courier Journal's prompt response to the Revdex.com in getting this matter resolved in a timely manner.I truly appreciate the Revdex.com and the Revdex.com's help with this situation! 
Regards,
[redacted]

We apologize for the missing coupons and the difficulty in getting them replaced. The missing coupons have been put in the mail to the subscriber.

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]
 
 
 
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[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 [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]

Our apologies that the previous request for refund was not processed. A refund of 10.37 is being processed.  The customers payment method was removed from the account so the refund will be in the form of a check.

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 am unaware of any attempts by the...

Courier Journal to contact me. I am easily reachable in many ways. No messages have been left, no emails have been received.I have yet to receive a refund.I was able on our third attempt to cancel our subscription by phone as required by the Courier Journal.I reject the response because the claimed actions have not occurred.
Regards,
[redacted]

After reviewing the accounts and the information supplied by the customer it was determined that the customer was paying on both accounts.  $76.49 has been applied to the customer's current account. The customer was also placed on special offer for the Sunday subscription.

On December 10th at 9:00am a missed del/credit was posted on the customer account.  A credit of .69 was issued on December 10th.  The credit amount, is the cost of the delivery fee to deliver the newspaper.  I explained this to the customer.  I offered more credit for the missed...

paper and 1 free month of service.  The customer declined the offer.  Service will be cancelled 1/14/18 and refund of 15.91 will be refunded.

I would like to apologize for this subscribers frustration for being missed two Sundays in a row.  I checked into the next day redelivery.  There was not a redelivery request for Sunday June 11th, but a "miss credit account" was entered.  There was a request for...

re-delivery entered for Sunday June 18th.  I spoke to the DM about the next day re-delivery as the message goes out to the carrier to redeliver the paper the next day.  He said that the sub on the route quit after Sunday June 18th delivery. He kept any papers he left over and would not return the DM's calls.  To compensate for the problem of the redelivery, I have credited the subscribers account for one month.  I have also put the coupons for those two Sundays in the mail to the subscriber.

Upon further review of the 2 entries for the refund, one was the refund request and one was the actual refund.  In an additioan to the 6.38 refund requested, another refund request for 12.34 has been submitted.  We apologize for the lack of communication between customer service to the field staff regarding any return calls that were supposed to be made.   The reason the complaint is just now being answered is because the Revdex.com just sent the complaint on Monday, March 16, 20**.

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.   I was not told by the rep that it would not be cancelled until after Sunday.  I have checked it today and it has been cancelled and I have received my refund. Thank you.
Regards,
[redacted]

We do apologize for the production issues that could delay the delivery service.  We are working diligently to resolve those issues.  The Courier-Journal is delivered by our partnership newspaper in Lexington KY, the reason the customer received a couple of [redacted] in...

error.  I will contact our partnership newspaper about delivery issues unrelated to our production issues.  The rate of $15 the customer talks about is the rate they were on when they subscribed to the Wed through Sunday subscription.  The account was upgraded to Daily/Sunday, 7 days service in December 2016.  The rate increased to 33.00.   In August 2017 there was a rate increase which took them to their current rate.  I will be happy to call the customer to work out a better rate.