Please close this complaint. I received the following response today via my personal email but I see no way on your site to update the complaint. Thanks!
Hi, ***! Thanks for your email
I am sorry for any misunderstanding that has occurred regarding your account. I have
canceled any additional shipments and removed the charges from the account
Please feel free to contact me with any additional questions or concerns
Thanks, *** at Highlights for Children
Dear Ms
***:
I have
received a copy of your complaint to the Revdex.com. I’m sorry for any misunderstanding that has
occurred regarding Which Way USA
The account was initiated as the result of an order forwarded to
us through your child's teacher. This
offer
was sent home from school as a permission form with no payment required
at the time. Your child’s teacher may
have retained the original signed form. The
order was processed on October 15, 2014, and shipments were sent in October and
November
I have canceled the account, effective April 7, 2015. The closing balance is $0.00. Please feel free to keep any shipments
received with my compliments. Highlights
contracts with agencies to collect on accounts that are past due. However, your credit rating will not be
impacted.
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,*** ***
Director,
Customer Contact Centers
Dear Mr
***:
I have
received a copy of your complaint to the Revdex.com. I am sorry for any misunderstanding regarding
Which Way USA
Our
records indicate that we received a response to one of our promotional mailings
and it was processed on July 2, 2014. Our
practice is to process all order requests we receive
unless it is obvious that the request is not legitimate. Often it is difficult to tell, so we process
the request in good faith.
The
details included with the card that was returned in the mail that indicated
than an introductory shipment would be sent that included a free Which Way USA
book and map set. The promotion went on
to state that a second Which Way USA book and map set would be included to
review on a trial basis. If you chose
not to continue with the membership, you could let us know and we would cancel
the account and stop any future shipments.
The free book and map set would be yours to keep
As we
have no record of a cancellation request, we did not realize it was not your
intention to continue with the club. As
a result, an additional shipment was sent in good faith in accordance with the
details of the promotion
I have
cancelled the Which Way USA account, effective March 10, 2015. All charges have been removed from the
account and the closing balance is zero ($0.00). Please feel free to keep any shipments
received with my compliments
Once
again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or
concerns, please feel free to contact me at 1-888-372-6433, Monday through
Friday, from 8:AM to 4:PM, EST
Thank
you,
*** ***
Director,
Customer Contact Centers
I have waited too long for a checkI've called way too many times for the refund checkI'm not going to go throught this againI want my credit card to be refunded just as I paid for the subscriptionDo you even have my current address? I'm moving out of the country in three weeks and will not be back for two yearsI do not want a check and cannot spend another year of my life trying to track down another check when I've called several times over the past year for this check you're trying to send me againI want my credit card refunded and do NOT WANT ANOTHER CHECK sent to me and have to wait for another weeks as your company had stated after I called about times asking for the checkEach time I was told "7-business days for your check" then "weeks for your check" then "wait a little longer" and on and on until I was finally told "weeks from when I first canceled it (which was actually in February that I called not April)This is not acceptableThe last time I contacted that supervisor, she said it could be refunded back to my cardThen I was not able to get a hold of anyone else because your phone number kept hanging up on me
I
have received a copy of your complaint to the Revdex.com regarding
your accountI’m sorry for the difficulty you’ve experienced in trying to
cancel the account and for the delayed response
Unfortunately,
we did not have a record of your previous requests to cancel or
returned
shipments until one was processed as returned on November 21, 2014. This canceled the account. I have removed the charges for the other
shipments you said were returned or not received. Since your complaint indicates that you only
made the September payment of $in hopes that it would stop the notices
and invoices from coming, I have processed a refund of this payment. You may expect to receive a refund check in
the mail within 2-weeks.
I’m
concerned that you have tried to cancel multiple times via our website and this
does not appear to have been recorded on your account We have done some testing since receiving your
complaint, but have not been able to duplicate the problemIt is important to
us that this issue is corrected. If you
still have the screen prints of your previous attempts, I would greatly appreciate
if you would please forward them to ***@highlights.com,
attention Lynn. She will be able to get
the information to the appropriate people so we can make sure the problem is
fixed as quickly as possible.
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,
*** ***
Director,
Customer Contact Centers
I
have received a copy of your complaint to the Revdex.com regarding
your accountI’m sorry for the confusion and that you were told we weren’t
going to process a refund
I
saved a copy of our previous correspondence, and this was our reply:
Business
Date Sent: 11/12/12:04:PM
November 12,
Dear Ms
***:
I have
received a copy of your complaint to the Revdex.com regarding your
accountPlease accept my sincere apology for the difficulty you experienced
getting your account adjusted and for our delayed response while we researched
the matterOur records
indicate that your check was processed to the account on October 20, 2014, and
the account was paid in full. However, since you have stated that you did
not receive these shipments, I will process a refund for the full amount of
$149.20. When you receive notification that the check has processed
through your bank, please send us a copy of both sides of the check, and the
refund will be processed accordingly.
Once again, I
sincerely apologize for any inconvenience you may have experienced.
Should you have any further questions or concerns, please feel free to contact
me at ###-###-####, Monday through Friday, 8:AM to 4:PM, ESTThank you,
*** ***
Director,
Customer Contact Centers
Account #
***
JC/leh
We
have received a copy of your phone bill detailing the amount you spent on phone
calls to our offices and a refund has been processed for $25.85. This is on the way to you in the form of a
checkWe were only waiting on the copy of your processed check as requested in
the previous response so we could release the refund for your payment of
$
If
you have the name of the person who told you we would not be sending the
refund, please let me know. I am
concerned that someone would tell you this we absolutely said we would process
a refund once we had the requested documentationI would like the chance to
speak to this associate to find out why they would have said this, and where
they got this impression
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST.Thank
you,
*** ***
Director,
Customer Contact Centers
Account
# ***
This is our response to the Facebook post, which was from *** (to explain why it is addressed to *** when Justin made the Revdex.com complaint): Hi, ***. I’m sorry
to learn that an order for enrollment in the Hidden Pictures Club was processed
that you did not request. I am
also
sorry that you did not get through when you attempted to contact us by phone
The club membership is canceled and any balance due has been
cleared. A refund has been processed for
your payment of $7.94, and a check will be sent in Justin’s name since he was
listed as the buyer on the account. It
should arrive within 2-weeks. The
account is now reflected in our records as closed with a $balance. Highlights contracts with RMCB to collect on accounts
that are past due. However, your credit
rating will not be impacted.
At Highlights, we use various methods to promote our
products. While most of our promotions
are mailed directly to an adult, we also occasionally insert promotional cards for
the other products we have available in the magazines. While it is not our intent to encourage
children to return the information, we do want to make information on our products
readily available for adults who are looking for fun and educational
opportunities to share with the children in their lives.
Once an order card is received, our practice is to process enrollment
requests unless it is obvious that a child made the request. Often it is difficult to tell, so we process
the order in good faith. If we receive
notification that an order was placed in error (such as in your case), it is
our policy to cancel the order immediately and remove any charges.
While complaints such as yours are rare, your specific
experience is of especially great concern because it does not appear to have
been handled according to our process.
I would like to research further to find out why your account was not
canceled at your original request. There
is no record on our system of your previous contact, and I would like to be
able to speak to the representative with whom you spoke to find out why this
happened. If you have the name of the
associate you spoke with, please let me know who it was. We want to make sure this person gets any
additional training necessary so this won’t happen again to any other
customers
Also, if you have the number you called when you were
attempting to contact us and were immediately disconnected, I would appreciate
it if you will send that as well. It is
important to us to get the number that isn’t working corrected as quickly as
possible. We test our numbers daily to
ensure that our customers are able to reach us.
I need to find out why the failure of this number did not get reported when
these tests were done, and get this issue corrected as quickly as
possible.
Additionally, your original post was forwarded to people in
several of our departments so they are aware of your experience. I am also following up with your more recent
comments. While I’m posting this reply
on Facebook, I’ll also email it to you and post it on the Revdex.com site. If you have additional information you are
able to share with me, you can reply by whatever method is easiest for
you. Any information you are willing to
provide will be greatly appreciated and go a long way to helping me make sure
the issues you’ve experienced are corrected for the future
Please feel free to contact me with any additional questions
or feedback! Sincerely, *** from HFC
Customer Service
I have received a copy of your complaint
to the Revdex.com regarding your accountI am sorry for any
confusion regarding the Puzzlemania order that was processed in your name. The account was initiated as the result of an
order forwarded to us through your child's
teacher. This offer was sent home from school as a
permission form requiring a parental signature to be processed. No payment was required at the time, as the
form stated the purchaser would be billed directly for the order.
The form indicated that you would receive
an introductory shipment of Puzzlemania, for which you would be charged $5.49,
plus a nominal shipping and handling charge.
It then stated that you were free to cancel and return one of the books
with no further obligation. Or, if you
chose to continue in the club, you would receive new Puzzlemania books every
four to five weeks at $10.98, plus shipping and handling.
If any forms were returned indicating that
a parent wished to enroll his child in the book club, the information was
transferred to a master form and forwarded to Highlights. In this instance, we received notification
that an order was to be placed under the parent name of *** *** as
the billing party, and the shipments were to be mailed to ***. However, we are aware that sometimes
misunderstandings may occur. If we are
informed that an order was placed in error, it is our practice to cancel the
account and remove any charges.
I have cancelled your account, effective
January 6, 2016. The charges have been
removed, and your account is reflected in our records as closed with a zero
($0.00) balance. I have searched our
records and did not locate a subscription order for Highlights magazine
Once again, I sincerely apologize for any
inconvenience you may have experienced.
Should you have any further questions or concerns, please feel free to
contact me at ###-###-####, Monday through Friday, 8:AM to 4:PM, EST
Thank you,
*** ***
Director, Customer Contact Centers
Account # ***
Dear Mr***,
I have received a copy of your complaint to the Revdex.com regarding the Puzzle Club account in your name. I am sorry for any misunderstanding that has occurred as a result of our promotional offer
Our records indicate we received a response to one of our
promotional mailings and it was processed on October 29, 2014. Our practice is to process all order requests we receive unless it is obvious that the request is not legitimate. Often it is difficult to tell, so we process the request in good faith. Please see attached a copy of the original response form that was received.
The Puzzle Club promotional materials included with the response form indicated that an introductory shipment would be sent that included a free Puzzle Buzz book, a free tote bag, and a certificate and stickers. The promotion went on to state that a second book would be included to review on a trial basis. If you chose not to continue with the membership, you could let us know and we would cancel the account and stop any future shipments. The free book and tote bag could be kept with our compliments.
As we have no record of receiving a cancellation request until January 28, 2015, we did not realize that you had not authorized this order, and we sent the second shipment in accordance with the details of the promotion. I have verified that the account was cancelled on January 28. All charges were removed from the account at that time, as it is clear that a misunderstanding occurred. Any shipments sent may be kept with my compliments.
Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at 1-888-372-6433, Monday through Friday, from 8:AM to 4:PM, EST
Thank you,
I
have received a copy of your complaint to the Revdex.com regarding
your accountPlease accept my sincere apology for the difficulty you
experienced getting your account adjusted and for our delayed response while we
researched the matter
Our
records indicate that your check
was processed to the account on October 20,
2014, and the account was paid in full.
However, since you have stated that you did not receive these shipments,
I will process a refund for the full amount of $149.20. When you receive notification that the check
has processed through your bank, please send us a copy of both sides of the
check, and the refund will be processed accordingly
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,
*** ***
Director,
Customer Contact Centers
Dear
Ms.***:
I
have received a copy of your complaint to the Revdex.com regarding
your account
I
am sorry to learn that the first issue of Highlights magazine did not arrive
addressed as you requested. I have
corrected the recipient name information in our
records. The adjustment will appear on the January
issue, which should arrive in December.
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,
*** ***
Director,
Customer Contact Centers
Account
# ***
I
have received a copy of your complaint to the Revdex.com regarding
the Which Way USA invoices you have received.
I am sorry for any misunderstanding that has occurred
Our records indicate
that this order was processed as the result of an order form that was
returned
to us through the mail. It was processed on July 2, 2014. It was not realized that you did not
authorize this order, so it was processed in good faith and the first shipments
were mailed.
Since
it is clear from the information you sent to the Revdex.com that you never intended to
order this club membership, I have cancelled the account, effective October 31,
2014. I have also removed the charges of
$from the account. The account is
now closed and the balance is zero ($0.00).
I have also removed all of the information from our promotional lists
and marked the address as undeliverable in our records so nothing additional is
sent to the address on the account.
If
the shipments that were sent should happen to eventually be routed to you like the
invoice was, there is no need to return them to us. Please share them with someone who will enjoy
them or donate them with our compliments
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,
*** ***
Director,
Customer Contact Centers
TIME \@ "MMMM d, yyyy" January 13,
"Arial",sans-serif">
Dear
Mr[redacted]
I
have received a copy of your complaint to the Revdex.com regarding
your accountI am so sorry for any misunderstanding that has occurred
regarding your Highlights book club accounts.
After researching your concern, it appears that there was more than one
account with orders that had been submitted for your address, which is what has
caused the current confusion
Your
original contact with us was regarding an Eagle Eye Book Club account
(#391213774). The purchaser listed on
this account was Ann Hale. The account
was canceled by [redacted] on August 20, 2014, and the charges were removed from. No additional shipments have been mailed on
this account and it is reflected in our records as closed with a $balance
Since
the account was canceled with no remaining balance, it was puzzling that you
continued to receive notices for a balance due.
After digging into the matter a little further, I was able to locate
another account with shipments being sent to your addressThis was the result
of an order we received in the mail on July 22, for enrollment in the Top
Secret Adventures Book Club (# [redacted]).
The purchaser on this account was recorded as [redacted] [redacted].
While
[redacted] might have realized after looking at the accounts that they were going to
the [redacted] address and should both be canceled, the computer system would have
recognized that the last names on the accounts were different. As a result, when [redacted] searched for the other
account under the name Hale, this record would not have been returned as an
option. As a result, shipments and
billing statements continued to go out on the account
I
have canceled the Top Secret Adventures club membership and removed the charges
from the account. It is now also
reflected in our records as closed with a $balancePlease disregard any
invoices, and any shipments you received may be kept with our compliments. Additionally, while [redacted] does send letters on
our behalf to customers, we do not authorize them to report our customers to
any agency that may adversely impact their credit. Please disregard any invoices from them as
well. I have gone through every book
club account in the zip code and was unable to locate any other accounts for
your address.
Both
of the accounts have been marked so they will not be added to any promotional
lists in the future. Please disregard
any promotions that may already be in process at this time
Finally,
we did receive your email of last evening.
Unfortunately, our Customer Contact Center had closes at 5:PM ET, so
the email was not presented to our representatives for processing until this
morning when they returned to work. Since
your complaint to the Revdex.com had been forwarded to me for research, I pulled your
email from the queue while I worked to get to locate where the problem had
occurred. I am also submitting this
information in reply to that email.
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,
[redacted]
Director,
Customer Contact Centers
Account
#[redacted]-[redacted]-[redacted]and [redacted]
JC/leh
I have received a copy of
your complaint to the Revdex.com regarding your account I am sorry for any misunderstanding that may
have occurred and for the delayed response.
"Arial","sans-serif"">Our records indicate that we processed your High Five magazine
subscription order, effective September 10, 2013. The order card that was originally sent to us
was a holiday promotion offer, and the subscription began with the January
issue which should have arrived in December.
The subscription order total of $(for three years, issues
total) was paid by MasterCard on February 28,
The High Five magazine subscription was then cancelled on
April 16, and a refund check was issued for the issues remaining on the
subscription, a total of $64.02. I
researched to see whether the check was cashed, and it appears that the
original refund check may not have reached you.
I have verified that a new check in the amount of $will be sent
and should arrive within two to three weeks
An order for Hidden Pictures Club was processed,
effective December 25, 2013. The club
was ordered online through our website, and was a special introductory offer
for the club. The special offer
indicated that the first shipment of the club could be purchased at a discounted
rate of $(plus applicable tax). The
offer details indicate that after the first shipment, we would send a new
shipment of two books about every four weeks at the cost of $per book plus
$shipping, conveniently charged to the credit card provided at the time of
the order. The details also state that
there is no minimum number of books to buy, and that the club could be
cancelled at any time
The Hidden Pictures Club
order was cancelled, effective April 16, 2014.
Refunds were issued for the four shipments that had been sent in
December, January, February, and March 2014.
The total refund amount came to $59.64, and was processed back to the
MasterCard provided at the time of the order.
The refund should have posted back to the credit card within three to
five business days.
Once again, I sincerely
apologize for any inconvenience you may have experienced. Should you have any further questions or
concerns, please feel free to contact me at ###-###-####, Monday through
Friday, 8:AM to 4:PM, EST
Thank you,
[redacted]
Director, Customer Contact Centers
I have received a copy of your complaint to the Revdex.com regarding advertisements that were received. I have researched the account and it appears that, at the time of the order, a name for the buyer contact on the account may not have been provided. Because it is not our practice to send billing notifications or promotional materials to children, you may have received correspondence addressed to the “[redacted] Family.” I have adjusted your account so that no further correspondence will be sent addressed to the “[redacted] Family.” Please disregard any mailings you may receive while this request processes through our systems.Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST. Thank you,J
April 14, 2015
Dear Ms. [redacted]:
I have received a copy of your...
complaint
to the Revdex.com regarding your account. I’m sorry for any
misunderstanding that has occurred regarding the cost of High Five
magazine.
As you requested, I have cancelled the
subscription, effective April 14, 2015. The
last issue sent was the February issue, which should have arrived in
January. Your closing balance is zero
($0.00). Any issues received should be
kept with my compliments.
Once again, I sincerely apologize for
any inconvenience you may have experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:00 AM to 4:30 PM, EST.
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. They are saying they will send a check within 2-3 weeks which is more than the 10 days that you are saying I should respond to the Revdex.com but... I am assuming that they will follow through with their course of action.
Dear Mr. [redacted]:
I have received a copy of your complaint to the Revdex.com. I am sorry for any misunderstanding regarding Which Way USA.
Our records indicate that we received a response to one of our promotional mailings and it was processed on October 27, 2014. Our...
practice is to process all order requests we receive unless it is obvious that the request is not legitimate. Often it is difficult to tell, so we process the request in good faith. Please see attached a copy of the original response form that was received.
The details included with the card that was returned in the mail that indicated than an introductory shipment would be sent that included a free Which Way USA book and map set. The promotion went on to state that a second Which Way USA book and map set would be included to review on a trial basis. If you chose not to continue with the membership, you could let us know and we would cancel the account and stop any future shipments. The free book and map set would be yours to keep.
As we have no record of a cancellation request, we did not realize it was not your intention to continue with the club. As a result, an additional shipment was sent in good faith in accordance with the details of the promotion.
I have cancelled the Which Way USA account, effective February 18, 2015. All charges have been removed from the account and the closing balance is zero ($0.00). Please feel free to keep any shipments received with my compliments.
Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, from a:00 AM to 4:30 PM, EST.
Thank you,
TIME \@ "MMMM d, yyyy" January 14, 2015
Dear
Ms. [redacted]:
I have received a
copy of your complaint to the Revdex.com...
regarding your account.
I’m sorry there was a misunderstanding regarding the Puzzlemania
promotion you received.
Our records indicate
that we received a response to one of our promotional mailings and it was
processed on July 29, 2014. The Puzzlemania promotional materials
included with the response form indicated that an introductory shipment would
be sent that included a free Puzzlemania book. A free tote bag and Puzzle
Master certificate were also to be included.
The promotion went on
to state that a second book would be included to review on a trial basis.
If you chose not to continue with the membership, you could let us know and we
would cancel the account and stop any future shipments. The free book and
tote bag would be yours to keep.
We did not realize
that it was not your intention to continue in the club. As a result, we
continued to send shipments in good faith in accordance with the details of the
promotion. I have verified that your
account was canceled at your request, effective December 30. I have removed the
charges for the 2 shipments that were sent to each recipient, as it is clear
there was a misunderstanding regarding the original promotional material.
Please them with my compliments.
Once again, I
sincerely apologize for any inconvenience you may have experienced.
Should you have any further questions or concerns, please feel free to contact
me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.
I
have received a copy of your rebuttal to the Revdex.com regarding
your account.
I
feel embarrassed that this continues to consume your time and that we have not
left you with a great customer experience.
This should have been resolved with a greater sense of urgency. I was
relieved to learn from our accounting department that the check issued to you
has been cashed. If this does not match
your records please let me know and I will investigate it immediately.
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me personally at ###-###-####,
Monday through Friday, 8:00 AM to 4:30 PM, EST.
Please close this complaint. I received the following response today via my personal email but I see no way on your site to update the complaint. Thanks!
Hi, ***! Thanks for your email
I am sorry for any misunderstanding that has occurred regarding your account. I have
canceled any additional shipments and removed the charges from the account
Please feel free to contact me with any additional questions or concerns
Thanks, *** at Highlights for Children
Dear Ms
***:
I have
received a copy of your complaint to the Revdex.com. I’m sorry for any misunderstanding that has
occurred regarding Which Way USA
The account was initiated as the result of an order forwarded to
us through your child's teacher. This
offer
was sent home from school as a permission form with no payment required
at the time. Your child’s teacher may
have retained the original signed form. The
order was processed on October 15, 2014, and shipments were sent in October and
November
I have canceled the account, effective April 7, 2015. The closing balance is $0.00. Please feel free to keep any shipments
received with my compliments. Highlights
contracts with agencies to collect on accounts that are past due. However, your credit rating will not be
impacted.
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,*** ***
Director,
Customer Contact Centers
Dear Mr
***:
I have
received a copy of your complaint to the Revdex.com. I am sorry for any misunderstanding regarding
Which Way USA
Our
records indicate that we received a response to one of our promotional mailings
and it was processed on July 2, 2014. Our
practice is to process all order requests we receive
unless it is obvious that the request is not legitimate. Often it is difficult to tell, so we process
the request in good faith.
The
details included with the card that was returned in the mail that indicated
than an introductory shipment would be sent that included a free Which Way USA
book and map set. The promotion went on
to state that a second Which Way USA book and map set would be included to
review on a trial basis. If you chose
not to continue with the membership, you could let us know and we would cancel
the account and stop any future shipments.
The free book and map set would be yours to keep
As we
have no record of a cancellation request, we did not realize it was not your
intention to continue with the club. As
a result, an additional shipment was sent in good faith in accordance with the
details of the promotion
I have
cancelled the Which Way USA account, effective March 10, 2015. All charges have been removed from the
account and the closing balance is zero ($0.00). Please feel free to keep any shipments
received with my compliments
Once
again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or
concerns, please feel free to contact me at 1-888-372-6433, Monday through
Friday, from 8:AM to 4:PM, EST
Thank
you,
*** ***
Director,
Customer Contact Centers
I have waited too long for a checkI've called way too many times for the refund checkI'm not going to go throught this againI want my credit card to be refunded just as I paid for the subscriptionDo you even have my current address? I'm moving out of the country in three weeks and will not be back for two yearsI do not want a check and cannot spend another year of my life trying to track down another check when I've called several times over the past year for this check you're trying to send me againI want my credit card refunded and do NOT WANT ANOTHER CHECK sent to me and have to wait for another weeks as your company had stated after I called about times asking for the checkEach time I was told "7-business days for your check" then "weeks for your check" then "wait a little longer" and on and on until I was finally told "weeks from when I first canceled it (which was actually in February that I called not April)This is not acceptableThe last time I contacted that supervisor, she said it could be refunded back to my cardThen I was not able to get a hold of anyone else because your phone number kept hanging up on me
I
have received a copy of your complaint to the Revdex.com regarding
your accountI’m sorry for the difficulty you’ve experienced in trying to
cancel the account and for the delayed response
Unfortunately,
we did not have a record of your previous requests to cancel or
returned
shipments until one was processed as returned on November 21, 2014. This canceled the account. I have removed the charges for the other
shipments you said were returned or not received. Since your complaint indicates that you only
made the September payment of $in hopes that it would stop the notices
and invoices from coming, I have processed a refund of this payment. You may expect to receive a refund check in
the mail within 2-weeks.
I’m
concerned that you have tried to cancel multiple times via our website and this
does not appear to have been recorded on your account We have done some testing since receiving your
complaint, but have not been able to duplicate the problemIt is important to
us that this issue is corrected. If you
still have the screen prints of your previous attempts, I would greatly appreciate
if you would please forward them to ***@highlights.com,
attention Lynn. She will be able to get
the information to the appropriate people so we can make sure the problem is
fixed as quickly as possible.
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,
*** ***
Director,
Customer Contact Centers
I
have received a copy of your complaint to the Revdex.com regarding
your accountI’m sorry for the confusion and that you were told we weren’t
going to process a refund
I
saved a copy of our previous correspondence, and this was our reply:
Business
Date Sent: 11/12/12:04:PM
November 12,
Dear Ms
***:
I have
received a copy of your complaint to the Revdex.com regarding your
accountPlease accept my sincere apology for the difficulty you experienced
getting your account adjusted and for our delayed response while we researched
the matterOur records
indicate that your check was processed to the account on October 20, 2014, and
the account was paid in full. However, since you have stated that you did
not receive these shipments, I will process a refund for the full amount of
$149.20. When you receive notification that the check has processed
through your bank, please send us a copy of both sides of the check, and the
refund will be processed accordingly.
Once again, I
sincerely apologize for any inconvenience you may have experienced.
Should you have any further questions or concerns, please feel free to contact
me at ###-###-####, Monday through Friday, 8:AM to 4:PM, ESTThank you,
*** ***
Director,
Customer Contact Centers
Account #
***
JC/leh
We
have received a copy of your phone bill detailing the amount you spent on phone
calls to our offices and a refund has been processed for $25.85. This is on the way to you in the form of a
checkWe were only waiting on the copy of your processed check as requested in
the previous response so we could release the refund for your payment of
$
If
you have the name of the person who told you we would not be sending the
refund, please let me know. I am
concerned that someone would tell you this we absolutely said we would process
a refund once we had the requested documentationI would like the chance to
speak to this associate to find out why they would have said this, and where
they got this impression
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST.Thank
you,
*** ***
Director,
Customer Contact Centers
Account
# ***
This is our response to the Facebook post, which was from *** (to explain why it is addressed to *** when Justin made the Revdex.com complaint): Hi, ***. I’m sorry
to learn that an order for enrollment in the Hidden Pictures Club was processed
that you did not request. I am
also
sorry that you did not get through when you attempted to contact us by phone
The club membership is canceled and any balance due has been
cleared. A refund has been processed for
your payment of $7.94, and a check will be sent in Justin’s name since he was
listed as the buyer on the account. It
should arrive within 2-weeks. The
account is now reflected in our records as closed with a $balance. Highlights contracts with RMCB to collect on accounts
that are past due. However, your credit
rating will not be impacted.
At Highlights, we use various methods to promote our
products. While most of our promotions
are mailed directly to an adult, we also occasionally insert promotional cards for
the other products we have available in the magazines. While it is not our intent to encourage
children to return the information, we do want to make information on our products
readily available for adults who are looking for fun and educational
opportunities to share with the children in their lives.
Once an order card is received, our practice is to process enrollment
requests unless it is obvious that a child made the request. Often it is difficult to tell, so we process
the order in good faith. If we receive
notification that an order was placed in error (such as in your case), it is
our policy to cancel the order immediately and remove any charges.
While complaints such as yours are rare, your specific
experience is of especially great concern because it does not appear to have
been handled according to our process.
I would like to research further to find out why your account was not
canceled at your original request. There
is no record on our system of your previous contact, and I would like to be
able to speak to the representative with whom you spoke to find out why this
happened. If you have the name of the
associate you spoke with, please let me know who it was. We want to make sure this person gets any
additional training necessary so this won’t happen again to any other
customers
Also, if you have the number you called when you were
attempting to contact us and were immediately disconnected, I would appreciate
it if you will send that as well. It is
important to us to get the number that isn’t working corrected as quickly as
possible. We test our numbers daily to
ensure that our customers are able to reach us.
I need to find out why the failure of this number did not get reported when
these tests were done, and get this issue corrected as quickly as
possible.
Additionally, your original post was forwarded to people in
several of our departments so they are aware of your experience. I am also following up with your more recent
comments. While I’m posting this reply
on Facebook, I’ll also email it to you and post it on the Revdex.com site. If you have additional information you are
able to share with me, you can reply by whatever method is easiest for
you. Any information you are willing to
provide will be greatly appreciated and go a long way to helping me make sure
the issues you’ve experienced are corrected for the future
Please feel free to contact me with any additional questions
or feedback! Sincerely, *** from HFC
Customer Service
I have received a copy of your complaint
to the Revdex.com regarding your accountI am sorry for any
confusion regarding the Puzzlemania order that was processed in your name. The account was initiated as the result of an
order forwarded to us through your child's
teacher. This offer was sent home from school as a
permission form requiring a parental signature to be processed. No payment was required at the time, as the
form stated the purchaser would be billed directly for the order.
The form indicated that you would receive
an introductory shipment of Puzzlemania, for which you would be charged $5.49,
plus a nominal shipping and handling charge.
It then stated that you were free to cancel and return one of the books
with no further obligation. Or, if you
chose to continue in the club, you would receive new Puzzlemania books every
four to five weeks at $10.98, plus shipping and handling.
If any forms were returned indicating that
a parent wished to enroll his child in the book club, the information was
transferred to a master form and forwarded to Highlights. In this instance, we received notification
that an order was to be placed under the parent name of *** *** as
the billing party, and the shipments were to be mailed to ***. However, we are aware that sometimes
misunderstandings may occur. If we are
informed that an order was placed in error, it is our practice to cancel the
account and remove any charges.
I have cancelled your account, effective
January 6, 2016. The charges have been
removed, and your account is reflected in our records as closed with a zero
($0.00) balance. I have searched our
records and did not locate a subscription order for Highlights magazine
Once again, I sincerely apologize for any
inconvenience you may have experienced.
Should you have any further questions or concerns, please feel free to
contact me at ###-###-####, Monday through Friday, 8:AM to 4:PM, EST
Thank you,
*** ***
Director, Customer Contact Centers
Account # ***
Dear Mr***,
I have received a copy of your complaint to the Revdex.com regarding the Puzzle Club account in your name. I am sorry for any misunderstanding that has occurred as a result of our promotional offer
Our records indicate we received a response to one of our
promotional mailings and it was processed on October 29, 2014. Our practice is to process all order requests we receive unless it is obvious that the request is not legitimate. Often it is difficult to tell, so we process the request in good faith. Please see attached a copy of the original response form that was received.
The Puzzle Club promotional materials included with the response form indicated that an introductory shipment would be sent that included a free Puzzle Buzz book, a free tote bag, and a certificate and stickers. The promotion went on to state that a second book would be included to review on a trial basis. If you chose not to continue with the membership, you could let us know and we would cancel the account and stop any future shipments. The free book and tote bag could be kept with our compliments.
As we have no record of receiving a cancellation request until January 28, 2015, we did not realize that you had not authorized this order, and we sent the second shipment in accordance with the details of the promotion. I have verified that the account was cancelled on January 28. All charges were removed from the account at that time, as it is clear that a misunderstanding occurred. Any shipments sent may be kept with my compliments.
Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at 1-888-372-6433, Monday through Friday, from 8:AM to 4:PM, EST
Thank you,
I
have received a copy of your complaint to the Revdex.com regarding
your accountPlease accept my sincere apology for the difficulty you
experienced getting your account adjusted and for our delayed response while we
researched the matter
Our
records indicate that your check
was processed to the account on October 20,
2014, and the account was paid in full.
However, since you have stated that you did not receive these shipments,
I will process a refund for the full amount of $149.20. When you receive notification that the check
has processed through your bank, please send us a copy of both sides of the
check, and the refund will be processed accordingly
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,
*** ***
Director,
Customer Contact Centers
Dear
Ms.***:
I
have received a copy of your complaint to the Revdex.com regarding
your account
I
am sorry to learn that the first issue of Highlights magazine did not arrive
addressed as you requested. I have
corrected the recipient name information in our
records. The adjustment will appear on the January
issue, which should arrive in December.
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,
*** ***
Director,
Customer Contact Centers
Account
# ***
I
have received a copy of your complaint to the Revdex.com regarding
the Which Way USA invoices you have received.
I am sorry for any misunderstanding that has occurred
Our records indicate
that this order was processed as the result of an order form that was
returned
to us through the mail. It was processed on July 2, 2014. It was not realized that you did not
authorize this order, so it was processed in good faith and the first shipments
were mailed.
Since
it is clear from the information you sent to the Revdex.com that you never intended to
order this club membership, I have cancelled the account, effective October 31,
2014. I have also removed the charges of
$from the account. The account is
now closed and the balance is zero ($0.00).
I have also removed all of the information from our promotional lists
and marked the address as undeliverable in our records so nothing additional is
sent to the address on the account.
If
the shipments that were sent should happen to eventually be routed to you like the
invoice was, there is no need to return them to us. Please share them with someone who will enjoy
them or donate them with our compliments
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,
*** ***
Director,
Customer Contact Centers
TIME \@ "MMMM d, yyyy" January 13,
"Arial",sans-serif">
Dear
Mr[redacted]
I
have received a copy of your complaint to the Revdex.com regarding
your accountI am so sorry for any misunderstanding that has occurred
regarding your Highlights book club accounts.
After researching your concern, it appears that there was more than one
account with orders that had been submitted for your address, which is what has
caused the current confusion
Your
original contact with us was regarding an Eagle Eye Book Club account
(#391213774). The purchaser listed on
this account was Ann Hale. The account
was canceled by [redacted] on August 20, 2014, and the charges were removed from. No additional shipments have been mailed on
this account and it is reflected in our records as closed with a $balance
Since
the account was canceled with no remaining balance, it was puzzling that you
continued to receive notices for a balance due.
After digging into the matter a little further, I was able to locate
another account with shipments being sent to your addressThis was the result
of an order we received in the mail on July 22, for enrollment in the Top
Secret Adventures Book Club (# [redacted]).
The purchaser on this account was recorded as [redacted] [redacted].
While
[redacted] might have realized after looking at the accounts that they were going to
the [redacted] address and should both be canceled, the computer system would have
recognized that the last names on the accounts were different. As a result, when [redacted] searched for the other
account under the name Hale, this record would not have been returned as an
option. As a result, shipments and
billing statements continued to go out on the account
I
have canceled the Top Secret Adventures club membership and removed the charges
from the account. It is now also
reflected in our records as closed with a $balancePlease disregard any
invoices, and any shipments you received may be kept with our compliments. Additionally, while [redacted] does send letters on
our behalf to customers, we do not authorize them to report our customers to
any agency that may adversely impact their credit. Please disregard any invoices from them as
well. I have gone through every book
club account in the zip code and was unable to locate any other accounts for
your address.
Both
of the accounts have been marked so they will not be added to any promotional
lists in the future. Please disregard
any promotions that may already be in process at this time
Finally,
we did receive your email of last evening.
Unfortunately, our Customer Contact Center had closes at 5:PM ET, so
the email was not presented to our representatives for processing until this
morning when they returned to work. Since
your complaint to the Revdex.com had been forwarded to me for research, I pulled your
email from the queue while I worked to get to locate where the problem had
occurred. I am also submitting this
information in reply to that email.
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:AM to 4:PM, EST
Thank
you,
[redacted]
Director,
Customer Contact Centers
Account
#[redacted]-[redacted]-[redacted]and [redacted]
JC/leh
I have received a copy of
your complaint to the Revdex.com regarding your account I am sorry for any misunderstanding that may
have occurred and for the delayed response.
"Arial","sans-serif"">Our records indicate that we processed your High Five magazine
subscription order, effective September 10, 2013. The order card that was originally sent to us
was a holiday promotion offer, and the subscription began with the January
issue which should have arrived in December.
The subscription order total of $(for three years, issues
total) was paid by MasterCard on February 28,
The High Five magazine subscription was then cancelled on
April 16, and a refund check was issued for the issues remaining on the
subscription, a total of $64.02. I
researched to see whether the check was cashed, and it appears that the
original refund check may not have reached you.
I have verified that a new check in the amount of $will be sent
and should arrive within two to three weeks
An order for Hidden Pictures Club was processed,
effective December 25, 2013. The club
was ordered online through our website, and was a special introductory offer
for the club. The special offer
indicated that the first shipment of the club could be purchased at a discounted
rate of $(plus applicable tax). The
offer details indicate that after the first shipment, we would send a new
shipment of two books about every four weeks at the cost of $per book plus
$shipping, conveniently charged to the credit card provided at the time of
the order. The details also state that
there is no minimum number of books to buy, and that the club could be
cancelled at any time
The Hidden Pictures Club
order was cancelled, effective April 16, 2014.
Refunds were issued for the four shipments that had been sent in
December, January, February, and March 2014.
The total refund amount came to $59.64, and was processed back to the
MasterCard provided at the time of the order.
The refund should have posted back to the credit card within three to
five business days.
Once again, I sincerely
apologize for any inconvenience you may have experienced. Should you have any further questions or
concerns, please feel free to contact me at ###-###-####, Monday through
Friday, 8:AM to 4:PM, EST
Thank you,
[redacted]
Director, Customer Contact Centers
I have received a copy of your complaint to the Revdex.com regarding advertisements that were received. I have researched the account and it appears that, at the time of the order, a name for the buyer contact on the account may not have been provided. Because it is not our practice to send billing notifications or promotional materials to children, you may have received correspondence addressed to the “[redacted] Family.” I have adjusted your account so that no further correspondence will be sent addressed to the “[redacted] Family.” Please disregard any mailings you may receive while this request processes through our systems.Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST. Thank you,J
April 14, 2015
Dear Ms. [redacted]:
I have received a copy of your...
complaint
to the Revdex.com regarding your account. I’m sorry for any
misunderstanding that has occurred regarding the cost of High Five
magazine.
As you requested, I have cancelled the
subscription, effective April 14, 2015. The
last issue sent was the February issue, which should have arrived in
January. Your closing balance is zero
($0.00). Any issues received should be
kept with my compliments.
Once again, I sincerely apologize for
any inconvenience you may have experienced. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####, Monday
through Friday, 8:00 AM to 4:30 PM, EST.
Thank you,
[redacted]
Director, Customer Contact Centers
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. They are saying they will send a check within 2-3 weeks which is more than the 10 days that you are saying I should respond to the Revdex.com but... I am assuming that they will follow through with their course of action.
Dear Mr. [redacted]:
I have received a copy of your complaint to the Revdex.com. I am sorry for any misunderstanding regarding Which Way USA.
Our records indicate that we received a response to one of our promotional mailings and it was processed on October 27, 2014. Our...
practice is to process all order requests we receive unless it is obvious that the request is not legitimate. Often it is difficult to tell, so we process the request in good faith. Please see attached a copy of the original response form that was received.
The details included with the card that was returned in the mail that indicated than an introductory shipment would be sent that included a free Which Way USA book and map set. The promotion went on to state that a second Which Way USA book and map set would be included to review on a trial basis. If you chose not to continue with the membership, you could let us know and we would cancel the account and stop any future shipments. The free book and map set would be yours to keep.
As we have no record of a cancellation request, we did not realize it was not your intention to continue with the club. As a result, an additional shipment was sent in good faith in accordance with the details of the promotion.
I have cancelled the Which Way USA account, effective February 18, 2015. All charges have been removed from the account and the closing balance is zero ($0.00). Please feel free to keep any shipments received with my compliments.
Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, from a:00 AM to 4:30 PM, EST.
Thank you,
TIME \@ "MMMM d, yyyy" January 14, 2015
Dear
Ms. [redacted]:
I have received a
copy of your complaint to the Revdex.com...
regarding your account.
I’m sorry there was a misunderstanding regarding the Puzzlemania
promotion you received.
Our records indicate
that we received a response to one of our promotional mailings and it was
processed on July 29, 2014. The Puzzlemania promotional materials
included with the response form indicated that an introductory shipment would
be sent that included a free Puzzlemania book. A free tote bag and Puzzle
Master certificate were also to be included.
The promotion went on
to state that a second book would be included to review on a trial basis.
If you chose not to continue with the membership, you could let us know and we
would cancel the account and stop any future shipments. The free book and
tote bag would be yours to keep.
We did not realize
that it was not your intention to continue in the club. As a result, we
continued to send shipments in good faith in accordance with the details of the
promotion. I have verified that your
account was canceled at your request, effective December 30. I have removed the
charges for the 2 shipments that were sent to each recipient, as it is clear
there was a misunderstanding regarding the original promotional material.
Please them with my compliments.
Once again, I
sincerely apologize for any inconvenience you may have experienced.
Should you have any further questions or concerns, please feel free to contact
me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.
Thank
you,
[redacted]
Director,
Customer Contact Centers
I
have received a copy of your rebuttal to the Revdex.com regarding
your account.
I
feel embarrassed that this continues to consume your time and that we have not
left you with a great customer experience.
This should have been resolved with a greater sense of urgency. I was
relieved to learn from our accounting department that the check issued to you
has been cashed. If this does not match
your records please let me know and I will investigate it immediately.
Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further
questions or concerns, please feel free to contact me personally at ###-###-####,
Monday through Friday, 8:00 AM to 4:30 PM, EST.
Thank
you,
[redacted]
Director,
Customer Contact Centers