Democrat and Chronicle

I apologize. I had in my records that I had responded on 3/11, providing information that , as it was a question of corporate policy and not simply a request for a specific issue that the customer had, I was escalating it. The complaint was forwarded to our corporate offices and a response was sent...

directly to the customer. IT was sent on our publisher's letterhead. I enclose a copy below. Of the customer were to actually find himself in the situation he is opposed to, he could contact our customer service department and we could work out some sort of solition for him, but he is positing a hypothetical situation right now, so the response was basically just in regards to the general policy. thanks sincerely  Colleen S[redacted]Subscriber Services SupevisorTo Whom it May Concern:            I am writing in response to the notification from the Revdex.com of a complaint filed by [redacted] on March 8, 2016 about a change to the Democrat & Chronicle’s refund policy. The Democrat & Chronicle recently sent a post card notice to all of its subscribers, including [redacted], to notify subscribers that we implemented a new policy of issuing refunds only for accounts with a balance of at least $10. Under this policy, subscribers who cancel their accounts with balances of at least $10 will get a full refund of the balance on the account.  Consumers who wish to cancel and whose account balances are less than $10 at the time of cancellation have the option of continuing their subscription until the date their account balance runs to $0 so they do not leave any unused funds in their accounts. Thank you for bringing this matter to our attention, and please do not hesitate to contact me if I can provide any additional information. Sincerely, To Whom It May Concern:I am writing in response to the notification from the Revdex.com of a complaint filed by [redacted] on March 8, 2016 about a change to the Democrat and Chronicles refund policy.  The Democrat and Chronicle recently sent a post card notice to all of its subscribers, including  [redacted], to notify subscribers that we implemented a new policy of issuing refunds only for accounts with a balance of at least $10. Under this policy, subscribers who cancel their accounts with balances of at least $10 will get a full refund of the balance on the account. Consumers who wish to cancel and whose account balances are less than $10 at the time of cancellation have the option of continuing their subscription until the date their account balance runs to $0 so they do not leave any unused funds in their accounts. Thank you for bringing this matter to our attention, and please do not hesitate to contact me ifI can provide any additional information. Sincerely Michael G. [redacted] c: [redacted]

I apologize. The delivery was to start on Sunday 4/3 and it did not. The person you spoke with in customer service sent a reminder out for the carrier for the next delivery day Saturday 4/9, and when that paper was not received, they sent another message for Sunday 4/10.I have added a label, to...

prevent anyone mistakenly picking the paper up. I left a message at your  phone number, in case there was additional information about the address that might be helpful, such as,  the numbers are not on the building, or it is on a corner and faces a different street then the one that is its official postal address.In the meantime, I've informed the mangers of your area to speak with the carrier and also to put you on what is called the hot-list.This means that after the carrier is done delivering, the manger will take a drive by to make sure they see a paper at the address.In addition I have placed credit on the account so that you will not have a charge in May.If this fails to resolve the issue or if you have any further questions or concernsplease let me know with sincere apologies Colleen S  Colleen S[redacted]Subscriber Services Supevisor       Mobile: [redacted]Office:[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.

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 Mrs. [redacted] I do apologize. After all of your experiences, I am sure that the last thing you want to hear is "the check is in the mail."  I looked at the account history and this is what it shows Acct # :  [redacted]   [redacted]         ...

                                       Carrier:  53-19-700-09                                                         X        Date      Time     Type                Message Text                By                                                                                   DC  11/20/17  10:45:22   IGM    refund has been sent. It can take up t   <+    DC  11/20/17  10:45:22   +XX    o 30 days to receive                     <+    DC  11/19/17  14:30:26   I$=    BALANCE REFUNDED               567.50    $$    DC  11/19/17  14:30:25   I$5    MANUAL REFUNDS                 567.50-   C@ Our checks are cut and sent once a week on Friday's , so this should be going out on Friday 11/24.We do not charge any late fee or interest if customers do not pay by the due date, we have a 3 month grace period and then stop delivery.Still , I definitely feel you are due some compensation for the delay in getting this processed.Your digital subscription was currently paid to 5/18 on a special. I applied 6 months credit to take you through 11/2018I'll also put one of our celebrate Rochester coupon books, with half off or buy one get one free deals at many local restaurants and entertainment venuesin the mail for you.In addition I'll inform the customer service center in Louisville of your experiencewith sincere apologiescolleen s Colleen S[redacted]Subscriber Services Manager PART OF THE USA TODAY NETWORK  Mobile: ###-###-####Office: ###-###-####[redacted] democratandchronicle.comFollow the D&C story:

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]