Ms [redacted] was on our e-z pay program whereby her credit card would automatically be charged monthly for the cost of her subscriptionOn October 7, the automatic payment submitted for October was declined by her credit card companyWe mailed a letter to her on October 14th informing her of the situation and requesting updated information in order to continue her e-z pay accountNo updated information was returned by Ms [redacted] .Her account fell into our day "grace" period wherein we continue to deliver the paper to a subscriber while soliciting paymentThe "grace" delivery expired on January 6th so no paper was delivered beginning January 7thShe did call our customer service number on January 24th and a clerk that was in training saw that her account had been on e-z pay and misinformed her that that was still the status of her account when it wasn'tWe continued to mail renewal billings to her in an attempt to renew her subscription but have never received payment.Our e-z pay program is not a scam and we have thousands of subscribers using it but we can only process charges using accurate information for a customer's credit card which we did not receive from Ms [redacted]
Complaint: [redacted] I am rejecting this response because:The response from the Albuquerque Journal is rejected because it is misleading, incomplete, incorrect, and at best disingenuousBecause of suspected fraud, in October of last year my credit card company issued me a new credit card number, without changing my account I spoke with a ‘customer service’ representative from the Albuquerque Journal and gave her my new credit card number I was assured my subscription would remain on the E-Z pay system.In fact, the Albuquerque Journal billed my new credit card number on November 7, 2016, on December 7, 2016, and again on January 7, This is clearly documented on my credit card statements Updated information was submitted; the Albuquerque Journal does indeed have my valid credit card.Furthermore, the Albuquerque Journal did not respond to my complaint of not answering my repeated e-mail queries regarding the ‘Second Notice’ and ‘Final Notice’ invoices I received after the clerk in training apparently misinformed me to ignore them These queries were submitted on the Journal’s own online system under ‘Subscriber Services’, ‘Account Services’, and ‘Member Services’ following their instructions at this link: [redacted] I have also used this online link to report receiving incomplete papers but again with no response except the automatic, system-generated e-mail message from the Albuquerque Journal that by message has been received.Perhaps their Revdex.com rating should be lowered if this is indicative of how The Albuquerque Journal responds to long time subscribers Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Our records indicate this subscriber called in 5 complaints re. Albuquerque Journal delivery in 2015 - 2 for wet papers and 3 for missed delivery/blown away. We also recorded 7 complaint calls related to the New York times in 2015and 1 in 2014 (the day of this complaint). Albuquerque Journal and New... York Times home delivery copies are delivered by independent contractors and the contractor for both publications is the same for this subscriber.We have discussed the poor service this customer has received with the contractor and put him on notice that continuation of these problems may result in the cancellation of his delivery contract with us. We have also assigned oneof our circulation managers to monitor the daily service of this delivery contractor to the address in this complaint.
[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 ID ***, and find that this resolution is satisfactory to meI just wonder if Abq Publishing will revise their vacation stop Credit policy for all their other subscribers in the future or will it still take a Revdex.com complaint for something that should be a common business practice?
Regards,
*** ***
The customers account expired in October When she called to update credit card info the issuing bank did not accept the automatic payment option and the renewal was only completed for monthShe was sent a letter on Oct 14th regarding this and her account was put into a "grace" periodThe grace period expired on Jan 6th and there was no delivery on Jan 7thThe customer called and made another month paymentWhen the account expired in February she was again put into "grace" which expired on April 7thThe customer called on April and the account was re-activated pending approval of the automatic payment option on her credit card which will be processed on April 15th.We have contacted our customer service contractor regarding why the customer's other complaints and delivery problems were not forwarded to our Circulation department, as they should have been, for resolution.There was no attempt to defraud this customer
Our customer service dept mis-understood the date customer wanted subscription cancelled and cancelled on 11-10-resulting in a $credit issued to subscriber's credit cardThe date was then clarified and another credit of$was issued on 11-to bring the total credited to the full subscription
payment the claimant had made.Subscriber was notified on 11-via e-mail at 8:46AM that the full $in credits had been processed
The subscriber's delivery frequency was changed in our system effective 4-but the independent delivery contractor did not change his paperworkThis was corrected but delivery was missed on 4-25, 5-and 5-Her service was corrected on 5-8.Our Circulation Director called subscriber on 5-
to follon service and customer has not contacted us since rebad service
Complaint: [redacted]
I am rejecting this response because:The response from the Albuquerque Journal is rejected because it is misleading, incomplete, incorrect, and at best disingenuous. Because of suspected fraud, in October of last year my credit card company issued me a new credit card number, without changing my account. I spoke with a ‘customer service’ representative from the Albuquerque Journal and gave her my new credit card number. I was assured my subscription would remain on the E-Z pay system.In fact, the Albuquerque Journal billed my new credit card number on November 7, 2016 and again on December 7, 2016. This is clearly documented on my credit card statements. Updated information was submitted; the Albuquerque Journal does indeed have my valid credit card.Furthermore, the Albuquerque Journal did not respond to my complaint of not answering my e-mail queries regarding the ‘Second Notice’ and ‘Final Notice’ invoices I received after the clerk in training apparently misinformed me to ignore them. These queries were submitting from the Journal’s own online system under ‘Subscriber Services’, ‘Account Services’, and ‘Member Services’ following their instructions at this link:[redacted]I have also used this online link to report receiving incomplete papers but again with no response except the automatic, system-generated e-mail message from the Albuquerque Journal that by message has been received.Perhaps their Revdex.com rating should be lowered if this is indicative of how The Albuquerque Journal responds to long time subscribers. Please spell my last name correctly: [redacted]
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Complaint: [redacted]
I am rejecting this response because:The response from the Albuquerque Journal is rejected because it is misleading, incomplete, incorrect, and at best disingenuous. Because of suspected fraud, in October of last year my credit card company issued me a new credit card number, without changing my account. I spoke with a ‘customer service’ representative from the Albuquerque Journal and gave her my new credit card number. I was assured my subscription would remain on the E-Z pay system.In fact, the Albuquerque Journal billed my new credit card number on November 7, 2016, on December 7, 2016, and again on January 7, 2017. This is clearly documented on my credit card statements. Updated information was submitted; the Albuquerque Journal does indeed have my valid credit card.Furthermore, the Albuquerque Journal did not respond to my complaint of not answering my repeated e-mail queries regarding the ‘Second Notice’ and ‘Final Notice’ invoices I received after the clerk in training apparently misinformed me to ignore them. These queries were submitted on the Journal’s own online system under ‘Subscriber Services’, ‘Account Services’, and ‘Member Services’ following their instructions at this link:[redacted]I have also used this online link to report receiving incomplete papers but again with no response except the automatic, system-generated e-mail message from the Albuquerque Journal that by message has been received.Perhaps their Revdex.com rating should be lowered if this is indicative of how The Albuquerque Journal responds to long time subscribers.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Our records indicate this subscriber called in 5 complaints re. Albuquerque Journal delivery in 2015 - 2 for wet papers and 3 for missed delivery/blown away. We also recorded 7 complaint calls related to the New York times in 2015and 1 in 2014 (the day of this complaint). Albuquerque Journal and New...
York Times home delivery copies are delivered by independent contractors and the contractor for both publications is the same for this subscriber.We have discussed the poor service this customer has received with the contractor and put him on notice that continuation of these problems may result in the cancellation of his delivery contract with us. We have also assigned oneof our circulation managers to monitor the daily service of this delivery contractor to the address in this complaint.
Ms. [redacted] was on our e-z pay program whereby her credit card would automatically be charged monthly for the cost of her subscription. On October 7, 2016 the automatic payment submitted for October was declined by her credit card company. We mailed a letter to her on October 14th informing her of...
the situation and requesting updated information in order to continue her e-z pay account. No updated information was returned by Ms. [redacted].Her account fell into our 90 day "grace" period wherein we continue to deliver the paper to a subscriber while soliciting payment. The "grace" delivery expired on January 6th so no paper was delivered beginning January 7th. She did call our customer service number on January 24th and a clerk that was in training saw that her account had been on e-z pay and misinformed her that that was still the status of her account when it wasn't. We continued to mail renewal billings to her in an attempt to renew her subscription but have never received payment.Our e-z pay program is not a scam and we have thousands of subscribers using it but we can only process charges using accurate information for a customer's credit card which we did not receive from Ms. [redacted].
Ms [redacted] was on our e-z pay program whereby her credit card would automatically be charged monthly for the cost of her subscriptionOn October 7, the automatic payment submitted for October was declined by her credit card companyWe mailed a letter to her on October 14th informing her of the situation and requesting updated information in order to continue her e-z pay accountNo updated information was returned by Ms [redacted] .Her account fell into our day "grace" period wherein we continue to deliver the paper to a subscriber while soliciting paymentThe "grace" delivery expired on January 6th so no paper was delivered beginning January 7thShe did call our customer service number on January 24th and a clerk that was in training saw that her account had been on e-z pay and misinformed her that that was still the status of her account when it wasn'tWe continued to mail renewal billings to her in an attempt to renew her subscription but have never received payment.Our e-z pay program is not a scam and we have thousands of subscribers using it but we can only process charges using accurate information for a customer's credit card which we did not receive from Ms [redacted]
Complaint: [redacted] I am rejecting this response because:The response from the Albuquerque Journal is rejected because it is misleading, incomplete, incorrect, and at best disingenuousBecause of suspected fraud, in October of last year my credit card company issued me a new credit card number, without changing my account I spoke with a ‘customer service’ representative from the Albuquerque Journal and gave her my new credit card number I was assured my subscription would remain on the E-Z pay system.In fact, the Albuquerque Journal billed my new credit card number on November 7, 2016, on December 7, 2016, and again on January 7, This is clearly documented on my credit card statements Updated information was submitted; the Albuquerque Journal does indeed have my valid credit card.Furthermore, the Albuquerque Journal did not respond to my complaint of not answering my repeated e-mail queries regarding the ‘Second Notice’ and ‘Final Notice’ invoices I received after the clerk in training apparently misinformed me to ignore them These queries were submitted on the Journal’s own online system under ‘Subscriber Services’, ‘Account Services’, and ‘Member Services’ following their instructions at this link: [redacted] I have also used this online link to report receiving incomplete papers but again with no response except the automatic, system-generated e-mail message from the Albuquerque Journal that by message has been received.Perhaps their Revdex.com rating should be lowered if this is indicative of how The Albuquerque Journal responds to long time subscribers Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Our records indicate this subscriber called in 5 complaints re. Albuquerque Journal delivery in 2015 - 2 for wet papers and 3 for missed delivery/blown away. We also recorded 7 complaint calls related to the New York times in 2015and 1 in 2014 (the day of this complaint). Albuquerque Journal and New... York Times home delivery copies are delivered by independent contractors and the contractor for both publications is the same for this subscriber.We have discussed the poor service this customer has received with the contractor and put him on notice that continuation of these problems may result in the cancellation of his delivery contract with us. We have also assigned oneof our circulation managers to monitor the daily service of this delivery contractor to the address in this complaint.
[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 ID ***, and find that this resolution is satisfactory to meI just wonder if Abq Publishing will revise their vacation stop Credit policy for all their other subscribers in the future or will it still take a Revdex.com complaint for something that should be a common business practice?
Regards,
*** ***
The customers account expired in October When she called to update credit card info the issuing bank did not accept the automatic payment option and the renewal was only completed for monthShe was sent a letter on Oct 14th regarding this and her account was put into a "grace" periodThe grace period expired on Jan 6th and there was no delivery on Jan 7thThe customer called and made another month paymentWhen the account expired in February she was again put into "grace" which expired on April 7thThe customer called on April and the account was re-activated pending approval of the automatic payment option on her credit card which will be processed on April 15th.We have contacted our customer service contractor regarding why the customer's other complaints and delivery problems were not forwarded to our Circulation department, as they should have been, for resolution.There was no attempt to defraud this customer
Our customer service dept mis-understood the date customer wanted subscription cancelled and cancelled on 11-10-resulting in a $credit issued to subscriber's credit cardThe date was then clarified and another credit of$was issued on 11-to bring the total credited to the full subscription
payment the claimant had made.Subscriber was notified on 11-via e-mail at 8:46AM that the full $in credits had been processed
The subscriber's delivery frequency was changed in our system effective 4-but the independent delivery contractor did not change his paperworkThis was corrected but delivery was missed on 4-25, 5-and 5-Her service was corrected on 5-8.Our Circulation Director called subscriber on 5-
to follon service and customer has not contacted us since rebad service
This subscribers account will be credited (extended) for the number of weeks the vacation delivery stop was requested
Complaint: [redacted]
I am rejecting this response because:The response from the Albuquerque Journal is rejected because it is misleading, incomplete, incorrect, and at best disingenuous. Because of suspected fraud, in October of last year my credit card company issued me a new credit card number, without changing my account. I spoke with a ‘customer service’ representative from the Albuquerque Journal and gave her my new credit card number. I was assured my subscription would remain on the E-Z pay system.In fact, the Albuquerque Journal billed my new credit card number on November 7, 2016 and again on December 7, 2016. This is clearly documented on my credit card statements. Updated information was submitted; the Albuquerque Journal does indeed have my valid credit card.Furthermore, the Albuquerque Journal did not respond to my complaint of not answering my e-mail queries regarding the ‘Second Notice’ and ‘Final Notice’ invoices I received after the clerk in training apparently misinformed me to ignore them. These queries were submitting from the Journal’s own online system under ‘Subscriber Services’, ‘Account Services’, and ‘Member Services’ following their instructions at this link:[redacted]I have also used this online link to report receiving incomplete papers but again with no response except the automatic, system-generated e-mail message from the Albuquerque Journal that by message has been received.Perhaps their Revdex.com rating should be lowered if this is indicative of how The Albuquerque Journal responds to long time subscribers. Please spell my last name correctly: [redacted]
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Complaint: [redacted]
I am rejecting this response because:The response from the Albuquerque Journal is rejected because it is misleading, incomplete, incorrect, and at best disingenuous. Because of suspected fraud, in October of last year my credit card company issued me a new credit card number, without changing my account. I spoke with a ‘customer service’ representative from the Albuquerque Journal and gave her my new credit card number. I was assured my subscription would remain on the E-Z pay system.In fact, the Albuquerque Journal billed my new credit card number on November 7, 2016, on December 7, 2016, and again on January 7, 2017. This is clearly documented on my credit card statements. Updated information was submitted; the Albuquerque Journal does indeed have my valid credit card.Furthermore, the Albuquerque Journal did not respond to my complaint of not answering my repeated e-mail queries regarding the ‘Second Notice’ and ‘Final Notice’ invoices I received after the clerk in training apparently misinformed me to ignore them. These queries were submitted on the Journal’s own online system under ‘Subscriber Services’, ‘Account Services’, and ‘Member Services’ following their instructions at this link:[redacted]I have also used this online link to report receiving incomplete papers but again with no response except the automatic, system-generated e-mail message from the Albuquerque Journal that by message has been received.Perhaps their Revdex.com rating should be lowered if this is indicative of how The Albuquerque Journal responds to long time subscribers.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Our records indicate this subscriber called in 5 complaints re. Albuquerque Journal delivery in 2015 - 2 for wet papers and 3 for missed delivery/blown away. We also recorded 7 complaint calls related to the New York times in 2015and 1 in 2014 (the day of this complaint). Albuquerque Journal and New...
York Times home delivery copies are delivered by independent contractors and the contractor for both publications is the same for this subscriber.We have discussed the poor service this customer has received with the contractor and put him on notice that continuation of these problems may result in the cancellation of his delivery contract with us. We have also assigned oneof our circulation managers to monitor the daily service of this delivery contractor to the address in this complaint.
Ms. [redacted] was on our e-z pay program whereby her credit card would automatically be charged monthly for the cost of her subscription. On October 7, 2016 the automatic payment submitted for October was declined by her credit card company. We mailed a letter to her on October 14th informing her of...
the situation and requesting updated information in order to continue her e-z pay account. No updated information was returned by Ms. [redacted].Her account fell into our 90 day "grace" period wherein we continue to deliver the paper to a subscriber while soliciting payment. The "grace" delivery expired on January 6th so no paper was delivered beginning January 7th. She did call our customer service number on January 24th and a clerk that was in training saw that her account had been on e-z pay and misinformed her that that was still the status of her account when it wasn't. We continued to mail renewal billings to her in an attempt to renew her subscription but have never received payment.Our e-z pay program is not a scam and we have thousands of subscribers using it but we can only process charges using accurate information for a customer's credit card which we did not receive from Ms. [redacted].