Fort Worth Star Telegram

Ms. [redacted], I apologize for the confusion on your account.  Per our conversation,  it appears that whomever moved into your old address started the newspaper,  the name was not updated on the account,  the new resident did not pay for there subscription which led to the final...

billing.I have clear the outstanding balance from the account and removed your name & phone number for your previous address so this doesn't happen again.

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 dispute.
Revdex.com File #[redacted]  UPDATE   On August 17 Star-Telegram responded to Revdex.com that "The refund is being processed".   I still did not have the refund on August 23, so I called Star-Telegram for the status of my refund.  I spoke to [redacted].  She told me that the refund of $296.99 had been credited to our MASTERCARD.  I told her we do NOT have a MASTERCARD.  I asked to speak to a supervisor, but was told they were busy.  [redacted] promised that a supervisor would call me back by then end of the day.  No one ever called.   August 24, I called Star Telegram again and spoke to representative [redacted].  [redacted] informed me that the credit of $296.99 was processed to a MASTERCARD on AUGUST 5.  I told her we do NOT have a MASTERCARD,  I also told her that when Revdex.com contacted Star-Telegram on AUGUST 17, their response was that the refund was being processed.  I asked [redacted] if I could speak to a supervisor, but evidently a supervisor would not talk to me.  [redacted] came back on the phone and told me that I was correct that I had paid by check and that I never paid with a MASTERCARD.  She said they would escalate this, that they needed to find out about the credit they issued on a MASTERCARD, and that she would call me back.  I asked her when I could expect to hear fro her and she said Sunday.   I am so frustrated. [redacted]

I have contacted the Distributor to make sure that no future deliveries are delivered to your address. They will also service check behind the carrier to ensure that they comply with your request for non delivery.  If you have any further issues with this...please contact me directly at...

###-###-####.thanks,[redacted]Director of Audience ServicesFort Worth Star-Telegram

The debt has been cancelled.

Mr. [redacted], I reviewing your account I see that you have been a frequent subscriber to the Star-Telegram over the years.  Your latest subscription was started and paid on 5/19/17.  We received a renewal payment on 8/7/17 which paid your subscription until 9/20/17.  I do not see any...

payments after that date. All subscriptions auto renew and home delivery continues for a graceperiod of up to 90 days to ensure service isn’t interrupted while payments are sent and processed. During this period customers receive multiple notifications that their subscription is up for renewal. We have no record of the subscriber contacting us to cancelling the subscription. Therefore, we feel this is a legitimate debt.   Tell us why here...

Complaint: [redacted]
I am rejecting this response because: [redacted] This does nothing to...

address the fact that you owe me $658.45 for disposing of your trash.  Please re-read the full complaint.  Your company promised to pay the charges but have made no effort to do so.  As of August 13, 2017, you will owe me 724.30 with additional late charges.  I made every effort in good faith to follow your procedures to prevent where we are now.  Time and time again you chose to ignore my wishes and not litter on my property.  This is also directly in violation of city law 66-8(a).  I expect payment in full and will accept nothing less.  You chose to continue to  violate the law despite repeated warnings and must be held accountable for your actions. 
Regards,
[redacted]

I'm sorry for the recent confusion regarding your subscription.The statement on the renewal does in fact state that there are extra charges for the Premium content papers and your expiration date will be adjusted accordingly.Statement on Renewal Notice Reads:"All home delivery subscriptions include...

premium content""Premium content will be published on the following days: February 11, April 8, May 27, August 26, October 14, November 26, and December 25, 2015. All subscribers will receive the November 26 and the December 25 issue. Subscription accounts will be charged an extra $2.50 for each of these premium content days and your expiration date will be adjusted accordingly. Any recent outstanding balances will be added to your first payment. Other important subscriber terms and conditions apply. See star-telegram.com/myaccount FAQs for details."It is true that we are trying to work with our circulation system designers to incorporate these charges as part of your renewal amount and it is my expectation that we should accomplish that later this year.Since you did not understand this policy, I'm happy to extend your subscription thru 7/8/2015 as you had expected.  It was certainly not our intention to deceive you, nor would we ever want to jeopardize our relationship with a long time subscriber like yourself.  Please let me know if you will accept this offer to extend your subscription and I can get your paper restarted right away.

We have contacted the customer and advised that this was valid debt. We have written the balance off this one time only and also placed her on the DO NOT CALL list.   Thanks

We have spoken with this customer and resolved the issue offering the credit on the account for the days that they were on vacation.  We have given instructions to the customer of how to contact us to avoid future issues with their account regarding this matter.

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]

[redacted],  I apologize that you are receiving emails.  The email address [redacted] which is on your account has been unsubscribed from all emails,  you should receive a confirmation email stating that.

We are working on correcting this.  It does that 10-14 business days to get the refund out to customer.

Complaint: [redacted]
I am rejecting this response because: There was another paper on my lawn this week. Also I'd...

prefer something in writing. Since they have no legal requirement to act on anything communicated by telephone anything less than written communications is smoke in the wind. Considering the number of false assurances I've already received from them on the telephone another one gives me no confidence.
Regards,
[redacted]

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 dispute.
Please enter your reason(s) for rejecting the business response below.I emailed Star-Telegram a copy of my cancelled check for $327.20 as proof of payment for the annual renewal of my newspaper subscription.  After waiting for their accounting error to be corrected so that my account reflected payment and was not OVERDUE, I cancelled the newspaper and requested a full refund.  I have spoken to many customer service reps.  I was promised on July 28 that I would receive a full refund within 5-7 business days, however Star-Telegram restarted delivery of the paper on August 1st.  I called again of August 1, to remind them that I cancelled my subscription and was waiting for my full refund as promised.  [redacted] said she would take care of this and I would receive my refund in 7-10 business days, and an email was generated to me to the effect.  On August 17 in response to a Revdex.com inquiry Star-Telegram wrote that the refund was being processed.   Still no refund on August 23, and I was then told that a credit was applied to our MASTERCARD, WE DO NOT HAVE A MASTERCARD.  A supervisor did NOT return my call as promised.   August 24, Star Telegram tells me that they need to find whose MASTERCARD they applied the credit to and will call me back in on Sunday.  They tell the Revdex.com they need to check with the Cash Dept  The ineptness of the Star-Telegram is beyond belief and should not be my problem.  I proved to Star-Telegram that I paid in full by submitting a copy of my cancelled check and I want my money back immediately.
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]

Mr. [redacted],  Your account with the Star-Telegram and ARM Solutions has been closed and you have a zero balance due.  Your credit rating has not been effected, and has not been reported to any credit bureaus.Thanks[redacted]

[redacted],  I apologize on the confusion on your account,  there were two accounts listed at your address one under [redacted] and [redacted].  ARM Solutions have been notified and your account will be closed.

Ms. [redacted],  I appoligize that your account was turned over to A.R.M. Solutions.  I have notified A.R.M. Solutions and ask them to cease any further collection efforts on this account.

We show that a refund was sent to customer on 9/13/2016 in the amount of 31.20

This is a valid debt, but we will go ahead and write the balance off this one time only.  Have called customer and advised.