[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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].
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.
This subscription was cancelled on 3-6-15 and had a remaining credit balance of $5.37. The customer service rep stopped delivery but failed to submit a refund request. We have adjusted the credit balance to $30. and have processed a refund. The refund check will be issued/mailedon Friday 4-17.We...
have also added this phone number to our internal DNC list and have made sure our telemarketing firm has done so as well.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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].
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.
This subscription was cancelled on 3-6-15 and had a remaining credit balance of $5.37. The customer service rep stopped delivery but failed to submit a refund request. We have adjusted the credit balance to $30. and have processed a refund. The refund check will be issued/mailedon Friday 4-17.We...
have also added this phone number to our internal DNC list and have made sure our telemarketing firm has done so as well.