Our sales representative attempted to contact this business eight timesNotes below: 8/8/13:LM on generic am for call back to review8/18/9:LM on both generic answering machines and emailed current program8/18/14:Received email regarding payment optionsEmailed options to him8/19/10:LM on both am’s and resent email with the payment options8/22/8:LM on both numbers and resent email advising of deadlines8/22/10:Received email asking for front cover of the directoryEmailed and Also emailed advising of code or call Farmers Tel8/31/10:LM again and emailed follow up9/6/13:LM on both numbers and sent email regarding deadlines passed and auto renewalThe final notes on the account states the customer was told there would be an auto renewal if he did not contact back.Customer was sent a certified letter telling him the account is auto renewed and he would need to contact us form changesWe show (attached) that USPS delivered the letterCustomer never contacted us back so, per the terms and conditions, the auto renewal stayed in placeAs we have explained to the customer if they want to cancel they need to cancel with their sales repCustomer never indicated he wanted to cancel until he contacted customer service this month
Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directorypublishing.net Customer's advertising phone number was suspended for nonpaymentPR adjustment was offered for Palm Coast address appearing in listing information even though customer signed for this listing information to appear both at the time of sale and during the advertising confirmation processAdjustment was not made to display ads as the Palm Coast address does not appear in either advertisementCustomer service department has worked with this customer on numerous occasions, anything short of making the advertising in question free the customer is not satisfied
Complaint: [redacted] I am rejecting this response because: I did not purchase this adI did not authorize itI was (long before the time of this ad) done doing business with themI was not opening their mailings because of thisIn prior years they always contacted me by phone and were very careful to do a voice recording for my adThat did not happen in this caseNo contact was madeThey just decided to renew my old ad and send me a bill.I had offered to sent $just to be done with this mess but then they decided I needed to send a certified letter canceling the service I never ordered with the $Now they want $and the letterThis is a stinking rotten way of trying to do business Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directorypublishing.net I have researched this account and have the following replyMr [redacted] signed a month contract on 11-20-The contract was to run from March 1st through February 28th Mr [redacted] was aware of the length of the contract and agreed to those terms at the time of saleDirectory Publishing Solutions placed Mr**'s advertising in the telephone directory, as requested, with the understanding that he would fulfill his contract termsAs for the "unapproved" use of the credit card for auto payment this is not accurateMr [redacted] accessed his bill online using our eBilling system on February 6thAt that time he chose to set the account up on autopay and has had his credit card charged automatically monthly since then for the contractIn additional to the automatic charges for the contract Mr [redacted] had his account set up for the same automatic payments for the remainder of the contractHis credit card was charged, automatically, December 14, January 15, and February Directory Publishing Solutions intends to continue with the automatic payments, requested by Mr**, until he shuts off the requestAlso Directory Publishing Solutions will continue to bill out the remainder of the 2015-contract Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/28) */ ***Document Attached [redacted] I attached copy of the agreement I signed with DPSOn the Agreement, it did not mention that it is for a period of months I pay the bill onlineIt does not mean I agreed that DPS can debit my credit card without my consent
Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directorypublishing.net Mr [redacted] received the same advertising in issue as he had in the and issuesThis advertising was successful enough that he chose to renew it twiceDPS did in fact not update the ad that he requestedAlthough Mr [redacted] did not make the request at the time of sale but long after DPS is taking full responsibility for that error by removing the full charges of that adWe have also corrected the ad online so any customer viewing on that platform will see the updated versionPer the terms and conditions Mr [redacted] signed we will not remove charges for correct advertising because the customer thinks he may lose businessAs stated above the customer did well with advertising that last two years so there is no reason to believe the same would not happen this yearDPS will take no further action and we consider this matter closed
Mr [redacted] was sent a letter stating that the advertising was being renewed "as-is" if he did not contact us with any changesWith no contact from him the advertising was renewedWhen Mr [redacted] called after receiving his first bill he stated he never got the letter and did not know this was renewing so he should not have to pay for itWe attempted to be reasonable with this request and offered to settle We requested Mr [redacted] send us a certified letter with his intent to cancel future advertisingThis is to ensure the customer is not attempting to get wanted advertising at no charge only because we were following our standard renewal termsMr [redacted] never contacted us back regarding our request and instead began this complaintOur offer to settle the account still standsIf the customer sends a certified cancel letter and $the remaining $will be removed and the account will be closed
Our sales representative attempted to contact this business eight timesNotes below: 8/8/13:LM on generic am for call back to review8/18/9:LM on both generic answering machines and emailed current program8/18/14:Received email regarding payment optionsEmailed options to him8/19/10:LM on both am’s and resent email with the payment options8/22/8:LM on both numbers and resent email advising of deadlines8/22/10:Received email asking for front cover of the directoryEmailed and Also emailed advising of code or call Farmers Tel8/31/10:LM again and emailed follow up9/6/13:LM on both numbers and sent email regarding deadlines passed and auto renewalThe final notes on the account states the customer was told there would be an auto renewal if he did not contact back.Customer was sent a certified letter telling him the account is auto renewed and he would need to contact us form changesWe show (attached) that USPS delivered the letterCustomer never contacted us back so, per the terms and conditions, the auto renewal stayed in placeAs we have explained to the customer if they want to cancel they need to cancel with their sales repCustomer never indicated he wanted to cancel until he contacted customer service this month
Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directorypublishing.net Customer's advertising phone number was suspended for nonpaymentPR adjustment was offered for Palm Coast address appearing in listing information even though customer signed for this listing information to appear both at the time of sale and during the advertising confirmation processAdjustment was not made to display ads as the Palm Coast address does not appear in either advertisementCustomer service department has worked with this customer on numerous occasions, anything short of making the advertising in question free the customer is not satisfied
Complaint: [redacted] I am rejecting this response because: I did not purchase this adI did not authorize itI was (long before the time of this ad) done doing business with themI was not opening their mailings because of thisIn prior years they always contacted me by phone and were very careful to do a voice recording for my adThat did not happen in this caseNo contact was madeThey just decided to renew my old ad and send me a bill.I had offered to sent $just to be done with this mess but then they decided I needed to send a certified letter canceling the service I never ordered with the $Now they want $and the letterThis is a stinking rotten way of trying to do business Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directorypublishing.net I have researched this account and have the following replyMr [redacted] signed a month contract on 11-20-The contract was to run from March 1st through February 28th Mr [redacted] was aware of the length of the contract and agreed to those terms at the time of saleDirectory Publishing Solutions placed Mr**'s advertising in the telephone directory, as requested, with the understanding that he would fulfill his contract termsAs for the "unapproved" use of the credit card for auto payment this is not accurateMr [redacted] accessed his bill online using our eBilling system on February 6thAt that time he chose to set the account up on autopay and has had his credit card charged automatically monthly since then for the contractIn additional to the automatic charges for the contract Mr [redacted] had his account set up for the same automatic payments for the remainder of the contractHis credit card was charged, automatically, December 14, January 15, and February Directory Publishing Solutions intends to continue with the automatic payments, requested by Mr**, until he shuts off the requestAlso Directory Publishing Solutions will continue to bill out the remainder of the 2015-contract Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/28) */ ***Document Attached [redacted] I attached copy of the agreement I signed with DPSOn the Agreement, it did not mention that it is for a period of months I pay the bill onlineIt does not mean I agreed that DPS can debit my credit card without my consent
Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directorypublishing.net Mr [redacted] received the same advertising in issue as he had in the and issuesThis advertising was successful enough that he chose to renew it twiceDPS did in fact not update the ad that he requestedAlthough Mr [redacted] did not make the request at the time of sale but long after DPS is taking full responsibility for that error by removing the full charges of that adWe have also corrected the ad online so any customer viewing on that platform will see the updated versionPer the terms and conditions Mr [redacted] signed we will not remove charges for correct advertising because the customer thinks he may lose businessAs stated above the customer did well with advertising that last two years so there is no reason to believe the same would not happen this yearDPS will take no further action and we consider this matter closed
Mr [redacted] was sent a letter stating that the advertising was being renewed "as-is" if he did not contact us with any changesWith no contact from him the advertising was renewedWhen Mr [redacted] called after receiving his first bill he stated he never got the letter and did not know this was renewing so he should not have to pay for itWe attempted to be reasonable with this request and offered to settle We requested Mr [redacted] send us a certified letter with his intent to cancel future advertisingThis is to ensure the customer is not attempting to get wanted advertising at no charge only because we were following our standard renewal termsMr [redacted] never contacted us back regarding our request and instead began this complaintOur offer to settle the account still standsIf the customer sends a certified cancel letter and $the remaining $will be removed and the account will be closed