We'll investigate this complaint and make sure the Edmonton Sun carrier is advised of the loud talking and instructed to keep the level of noise down so not to disturb the residents of this building.
The customer has since been contacted (voice mail message left) by our financial team so we can process the refund via a credit card (to expedite the refund). If we don't hear back from the customer we'll issue a cheque and mail out the refund on Wednesday, August 24th.
Initial Business Response /* (1000, 12, 2015/07/22) */
A full refund has been issued to the customer July 13, 2015. We apologize for the over site, training has been given to the customer service agent.
Initial Consumer Rebuttal /* (2000, 14, 2015/07/23) */
(The consumer indicated he/she...
ACCEPTED the response from the business.)
I appreciate the resolve that I received in this matter and that the service agent whom I dealt with is also being addressed. I expected a refund and received it. I am satisfied!
Initial Business Response /* (1000, 10, 2015/08/18) */
A refund is being issued to the customer, however a few things to note from the complaint that are:
1. subscription length was not 28 weeks, it was 26 weeks.
2. all newspapers have advertising in them. It is to be expected that there always...
will be.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What is the amount of "a refund". It is a strange coincident that this morning neither the SUN or the Journal were delivered to my house. I can understand that the SUN would cancel the delivery but both papers are delivered by the same person. [redacted]
Final Business Response /* (4000, 14, 2015/08/27) */
A complete refund was issued.
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.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2016/05/27) */
We've investigated Mr. [redacted] concerns. The service rep should have informed Mr. [redacted] that the notification he received was a reminder that his subscription was coming due and he was under no obligation to pay for the next term and for the...
'grace extension' on his first term. The service rep will be retrained as appropriate. His account has been adjusted accordingly and we have put his phone number on our 'do not call' list.
We regret any frustration this might have caused Mr. [redacted].
Initial Business Response /* (1000, 11, 2015/09/25) */
10/05/2014 - customer signed up for "Meal on Us" promotion.
10/06/2014 - customer called in insisting to cancel subscription. At this point she was not eligible to receive $25 gift card as she was no longer a subscriber to the program she...
purchased.
01/18/2015 - customer called to re-start subscription but did not specify to be placed on the "Meal on Us" offer, which equated to her not qualifying for a [redacted] $25 gift card.
01/18/2015 - customer was issued a refund for the subscription.
The Edmonton Sun will not be issuing a $25 gift card as this person called into start & then cancelled 2 days after. Then waited 3 months, started a different subscription & then was issued a refund.
Initial Consumer Rebuttal /* (3000, 13, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Oct 6/14 I talked to Marla, in Sun customer service, and asked that the subscription be stopped and that I obtain a refund. She said she would halt the subscription and I would get the refund in 6-8 weeks. I did not obtain a refund. Subsequently, when I phoned back after the 6-8 weeks, I was told again I would obtain a refund with a 6-8 week waiting period. Again, a refund was not sent. When I phoned the third time, after another 6-8 week wait, requesting a refund, only then did a supervisor tell me that I was not eligible for a refund. At that point I asked that the subscription be reinstated and that the [redacted] $25 gift card be sent to me. I was told that the [redacted] $25 gift card would be forthcoming within 6-8 weeks. The ONLY reason for the 3 month delay in reinstating the subscription was the Sun's own repeated claim that it took 6-8 weeks to process a refund. As I stated in my original complaint, I have been told on at least 2 subsequent occasions, (March 6/15 when I talked to an individual who I believe was a supervisor, named Julian, and again on April 2/15 when I talked to a representative named Sherika) that the [redacted] $25 gift card card would be sent out in 6-8 weeks. At NO POINT IN TIME did I receive a refund from the Sun. That is untrue. They are not able to show you a canceled check for the refund they claim to have issued me. Nor did I receive the repeatedly promised [redacted] $25 gift card. If they would like to issue me a full refund of the $50.00 that they claim they did, that would be satisfactory.
Final Business Response /* (4000, 15, 2015/10/13) */
The initial refund was reapplied automatically by the system to restart the account when customer called in to subscribe again. On April 2 customers account has a credit of $6.37 to compensate for waiting too long for gift card, which was used to extend the subscription expiry date. At this point due to customer continuing to receive papers, there is no refund available now. Due to the conflicting nature of this account, the $25 [redacted] gift card will be mailed to customer in earnest.
Final Consumer Response /* (4200, 17, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied yet. If this means that I am going to receive a valid $25 [redacted] gift card which I have repeatedly been promised in the past but have not received, and if this means that I will receive a full compliment of 52 Sunday Edmonton Sun papers, I will be satisfied. My concern is that I have repeatedly been promised the $25 [redacted] gift card in the past but have not received it. [redacted] Once I have a valid $25 [redacted] gift card in my possession and continue to receive the Sun for the full term of my subscription, I will then be satisfied.
We'll investigate this complaint and make sure the Edmonton Sun carrier is advised of the loud talking and instructed to keep the level of noise down so not to disturb the residents of this building.
The customer has since been contacted (voice mail message left) by our financial team so we can process the refund via a credit card (to expedite the refund). If we don't hear back from the customer we'll issue a cheque and mail out the refund on Wednesday, August 24th.
Initial Business Response /* (1000, 12, 2015/07/22) */
A full refund has been issued to the customer July 13, 2015. We apologize for the over site, training has been given to the customer service agent.
Initial Consumer Rebuttal /* (2000, 14, 2015/07/23) */
(The consumer indicated he/she...
ACCEPTED the response from the business.)
I appreciate the resolve that I received in this matter and that the service agent whom I dealt with is also being addressed. I expected a refund and received it. I am satisfied!
Initial Business Response /* (1000, 10, 2015/08/18) */
A refund is being issued to the customer, however a few things to note from the complaint that are:
1. subscription length was not 28 weeks, it was 26 weeks.
2. all newspapers have advertising in them. It is to be expected that there always...
will be.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What is the amount of "a refund". It is a strange coincident that this morning neither the SUN or the Journal were delivered to my house. I can understand that the SUN would cancel the delivery but both papers are delivered by the same person. [redacted]
Final Business Response /* (4000, 14, 2015/08/27) */
A complete refund was issued.
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.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2016/05/27) */
We've investigated Mr. [redacted] concerns. The service rep should have informed Mr. [redacted] that the notification he received was a reminder that his subscription was coming due and he was under no obligation to pay for the next term and for the...
'grace extension' on his first term. The service rep will be retrained as appropriate. His account has been adjusted accordingly and we have put his phone number on our 'do not call' list.
We regret any frustration this might have caused Mr. [redacted].
Initial Business Response /* (1000, 11, 2015/09/25) */
10/05/2014 - customer signed up for "Meal on Us" promotion.
10/06/2014 - customer called in insisting to cancel subscription. At this point she was not eligible to receive $25 gift card as she was no longer a subscriber to the program she...
purchased.
01/18/2015 - customer called to re-start subscription but did not specify to be placed on the "Meal on Us" offer, which equated to her not qualifying for a [redacted] $25 gift card.
01/18/2015 - customer was issued a refund for the subscription.
The Edmonton Sun will not be issuing a $25 gift card as this person called into start & then cancelled 2 days after. Then waited 3 months, started a different subscription & then was issued a refund.
Initial Consumer Rebuttal /* (3000, 13, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Oct 6/14 I talked to Marla, in Sun customer service, and asked that the subscription be stopped and that I obtain a refund. She said she would halt the subscription and I would get the refund in 6-8 weeks. I did not obtain a refund. Subsequently, when I phoned back after the 6-8 weeks, I was told again I would obtain a refund with a 6-8 week waiting period. Again, a refund was not sent. When I phoned the third time, after another 6-8 week wait, requesting a refund, only then did a supervisor tell me that I was not eligible for a refund. At that point I asked that the subscription be reinstated and that the [redacted] $25 gift card be sent to me. I was told that the [redacted] $25 gift card would be forthcoming within 6-8 weeks. The ONLY reason for the 3 month delay in reinstating the subscription was the Sun's own repeated claim that it took 6-8 weeks to process a refund. As I stated in my original complaint, I have been told on at least 2 subsequent occasions, (March 6/15 when I talked to an individual who I believe was a supervisor, named Julian, and again on April 2/15 when I talked to a representative named Sherika) that the [redacted] $25 gift card card would be sent out in 6-8 weeks. At NO POINT IN TIME did I receive a refund from the Sun. That is untrue. They are not able to show you a canceled check for the refund they claim to have issued me. Nor did I receive the repeatedly promised [redacted] $25 gift card. If they would like to issue me a full refund of the $50.00 that they claim they did, that would be satisfactory.
Final Business Response /* (4000, 15, 2015/10/13) */
The initial refund was reapplied automatically by the system to restart the account when customer called in to subscribe again. On April 2 customers account has a credit of $6.37 to compensate for waiting too long for gift card, which was used to extend the subscription expiry date. At this point due to customer continuing to receive papers, there is no refund available now. Due to the conflicting nature of this account, the $25 [redacted] gift card will be mailed to customer in earnest.
Final Consumer Response /* (4200, 17, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied yet. If this means that I am going to receive a valid $25 [redacted] gift card which I have repeatedly been promised in the past but have not received, and if this means that I will receive a full compliment of 52 Sunday Edmonton Sun papers, I will be satisfied. My concern is that I have repeatedly been promised the $25 [redacted] gift card in the past but have not received it. [redacted] Once I have a valid $25 [redacted] gift card in my possession and continue to receive the Sun for the full term of my subscription, I will then be satisfied.