Democrat and Chronicle

Because of a recently announced rate increase I have been trying to contact the D&C to change my subscription from Thursday through Sunday delivery to Sunday only. Not being able to contact them has been an impossible task. The D&C is adopt to lose a very frustrated...

customer.  Perhaps you you guys should try going on their website and explore.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.    The company claimed that they sent me a response which I never received. The post card I received had no mention of after canceling my prescription I could continue it until the balance was 0. Here is the exact wording of the postcard. "There will be a change to our subscription cancellation policy. Refunds will only be made to positive accounts of $10 or more." Why should I have to continue the subscription after I cancel it instead of a cash refund.  Regards,
[redacted]

Dear Mr. [redacted]: I do...

apologize, you are on the $9.99 for a year special and are currently showing paid to 1/7/19.It looks like you reached a representative and they processed a stop for that date .I am afraid I can find no record of the charge you refer to of over $100.There was a $10.41 charge on 1/3  which covered the digital from 12/23/17-1/7/19.That is the only charge I see.Is it possible you pay for anyone else's subscription?Did you place an ad, obituary or memorial or anything of that sort?PLease call me at ###-###-#### there is no robot or automated system at that number, you would get a person or an email right away, or respond through the Revdex.com and I'll help research that charge. with sincere apologiescolleen sSubscriber services manager

I do apologize, usually those cards arrive within 4 to 6 weeks of the upgrade, so it should have been there well before now.I emailed our marketing department and asked them to expedite the delivery of the $20 gift card to the customer with sincere apologies colleen s Colleen...

S[redacted]Subscriber Services Supervisor       Mobile: [redacted]
[redacted] www.democratandchronicle.com Follow the D&C story:         Click Here to start your free, 14-day digital trial to The Democrat and Chronicle.Get in-depth and breaking news from across Rochester on your phone, tablet, and desktop.         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. 
Regards,
[redacted]

We have a customer service cneter in KY that handles all Gannet newspapers. We recently aquired an additional 12 papers and sent out a large volume of price increase letters. We hired dozens of additional representatives, but that proved to be inadequate to the demand.BOth the phone system and computer systems are being overhauled right now.I see that we made the change to the customer's account that was requested on 12/23rd.I checked my email and do not see a previous notice from the Revdex.com about this complaint.I really do apologize for the delayWe'll also put a coupon book in the mail that we normally provide as an incentive to make a year's paymentwith sincere paologiescolleen sColleen S[redacted]Subscriber Services Manager PART OF THE USA TODAY NETWORK  Mobile: ###-###-####Office: ###-###-#### democratandchronicle.comFollow the D&C story:

I do apologize. I'll be forwarding the whole complaint down to our call center in Kentucky so that they can address the numerous errors made.Luckily, your payment had not yet processed and we were able to delete it.We do not send subscribers to collections, that option is only used for advertisers,...

so the representative was completely misinformed.I'll credit your account to zero anyway, just so that you don't wind up getting an undeserved final bill.I'll also remove you from our call files.If you have any further questions or concerns, please call us here locally at ###-###-####with sincere apologiescolleen s Colleen S[redacted]Subscriber Services Manager PART OF THE USA TODAY NETWORK  Mobile: ###-###-####Office: ###-###-####[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. 
Regards,
[redacted]

Dear Ms. Wells: I show the refund processing on 7/14 It looks like you were charged $20 for 6/1-7/1 but cancelled the paper, so that delivery stopped on 6/17.$10.10 had already been used up of the $20, so the remaining $9.90 was refunded.If you did not receive that refund or still have...

questions, please give us a call at [redacted], the local office. There is no automated system and you'll either get a person right away or get our voice mail, which we return within the hour. I'll place one of our Celebrate Rochester Coupon books in the mail for you as an apology for the time you spent on the phone trying to resolve. It has a lot of buy one get one free or half off coupons for area restaurants and entertainments. with apologies for the confusion colleen s

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I made the complaint AFTER I received the direct response from the D&C which was offered in response to the complaint as well. My complaint asked for (1) I'd like true rates published, both, on the web and in the paper.(2) I'd like a billing adjustment to a rate increase comparable to the previous years. The paper does not answer #1 at all. The offer to adjust my rate to one decided by the computer proves my point: there is no "standard" rate, and the quoted ads carefully obscure that sad fact.I'd still like #2; however, the paper has since withdrawn an amount which is a 40% increase over the year before and about $90 more than the offer in the response.
Regards,
[redacted]

Dear Ms. [redacted] I apologize for the confusion, but your original price quote was correct, $9.99 for the year. The representative put in a billing period of 12, thinking it would charge 12 months, and instead it charged 12 weeks. The $3.33 we charged you covered you for 4 months.I could put an...

immediate stop in, but there is only a dollar left on the account. Generally we do not cut a check for that small an amount. If the online display is reading $9.99 that is definitely inaccurate and I'll inform our IT department. I apologize for the misunderstanding. I can stop it immediately if you'd like and see if billing could make an exception and cut a check for a dollar, or we can leave the dollar on there and you can continue to get digital access until June.with sincere apologiescolleen s

Dear Mr. [redacted] I do apologize. It looks like the billing department had submitted your payment at the higher level on 3/15, and it failed to go through. I made the change to your account on 3/17 , but billing then resubmitted the original charge. I've  again corrected the rate code and requested that they refund the $89.34 difference. Your save rate , should you choose to accept it, is $47.82 which is 51% off the published rate of $99 a month that shows up in the newspaper. I understand that you would like the newspaper to publish a more complete set of rates and have passed your concerns on to our corporate offices. As I said in my earlier email, the rate listed on page 2A is the "legal rate." The rates listed on the website are promotional offers.The "regular" rate they refer to on the offers is the introductory rate a person would get if they called in off of the street with no promotional offer. Once the promotional rate runs out, they go to the introductory rate and then are in the pool with all other subscribers and will get periodic price increases. If they call andcancel, they may be on a "save" rate, so that is yet another rate.  The rate if you were buying it at the store would be $2 on weekdays and $3 on Sundays. This makes a rate of $15 a week or $780 a year or $65  a month, which is significantly more than the $47.82 the computer allowed me to put you on.If that rate is unsatisfactory for you, another option would be to go to fewer days a week.The introductory rate for Thur-Sun is $26, Mon-Saturday is $24 or Weekends only would be $18. All of these would include full digital access. We area available Mon-Friday 7-5, Saturday 7:30-11 and Sun 7:30-noonThere is no automated systemPlease give us a call to let us know how we can help  sincerelyColleen s

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. 
Regards,
[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. 
Regards,
[redacted]

I do apologize.I spoke with [redacted] the other day and covered the cost of the month of November as an apology for the delay in getting her card out. We had run out of cards and were waiting for an order to come in.They still had not arrived, but we had someone go buy one today so she wouldn't be...

kept waiting any longerthanks and sincere apologies[redacted]

It appears the account was already stopped. I called the customer and left our local phone number in case the customer still had questions or concernsthxcolleen s

The account was started in the system on 11/18 and I see you called on the 18th and 19th saying you had not received papers. You were credited for those and I'll also credit you for the Thanksgiving paper and the ones that should have been delivered this weekend. I put an additional 2 weeks...

accommodation credit just as an apology for the fact that this did not get corrected when you called.I emailed the managers of your area , asking that they make sure a tube gets installed and that they inform the carrier of the new start.If you continue to have issues, please call us here locally at [redacted].with sincere paologiescolleen s Colleen SpiwakSubscriber Services Manager PART OF THE USA TODAY NETWORK  Mobile: 585.258.2210Office: [email protected] democratandchronicle.comFollow the D&C story:

I called the customer's daughter , apologized and agreed to credit her mother's account for the time in question, plus June as a reparation for the mishandling of the problem

I called the customer to see if I could discuss what initially caused the cancellation and see if I could offer her a better resolution. I left her my information , letting her know I was requesting a refund of the balance on her account but also asking if we might not be bale to provide some...

additional compensation.I am waiting to see if she responds, but, in the meantime, the refund is in the works thxcolleen sColleen S[redacted]       Mobile: 585.509.7012Office:[email protected] www.democratandchronicle.com...⇄ the D&C story:         Click Here to start your free, 14-day digital trial to The Democrat and Chronicle.Get in-depth and breaking news from across Rochester on your phone, tablet, and desktop.

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. 
Regards,
[redacted]