Houston Chronicle

[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 10596672, and find that this resolution would be satisfactory to me.  I would like to say that the representative that I spoke with, Ms. [redacted], was very thorough in explaining the charges. I am however very disappointed that the rate for the newspaper is so high. As a senior citizen of 92 years on a fixed income the Chronicle should still honor a senior citizen discount which they no longer offer.

We have made 3 attempts to reach you to discuss the details of your complaint without success. We have left messages for you via phone and as well through the Revdex.com complaint you filed and still have not have heard back from you. Please contact us as soon as possible so we can bring this matter to a close.
You can reach us through our customer service line [redacted] or via email at [redacted].
Thank you

Ms. Taylor,My apologies for the poor delivery service you are currently experiencing.  I understand you have spoken with Joe [redacted] who assured you the delivery service would improve going forward.  You were also told Wednesday's paper would be delivered with Thursday's...

delivery.  The distributor will follow-up and make sure the paper delivery is corrected moving forward.  Any questions/concerns you may contact us at 713.362.7211.Sincerely,Angie [redacted]

Mr. [redacted],,It was a pleasure speaking with you. I have removed your outstanding balance, lowered your rate to $5.00 week.  I will email you an invoice for 1 year at $260.00. Revised your renewal date to 4/11/17.  I will be in contact when I return on Thursday.Sincerely,Angie...

H[redacted]

[redacted]After reviewing your account I do see your refund is currently pending in the amount of $77.46 which I submitted for processing.  I'm really sorry this was not taken care of sooner. If I can be of any assistance please contact me at [email protected],Angie H[redacted]

Mr. [redacted],After reviewing your account you have been opted out for the premium issues and Sports Nation, credit also applied for the previous issues.  Revised your renewal date to 2/12/17.Sincerely,Angie [redacted]

Hello Ms. [redacted],We apologize that the delivery have not stopped.  It would appear that this is a system error and the stop hasn't crossed over to the district.  This matter is being escalated now to upper management to get with the district and carrier to stop.  We are processing a...

refund of $20.00 effective Monday, 8/15/16.  Thank youDeirdre [redacted]Houston Chronicle Support Team

Hi Mrs. [redacted] I have reviewed the account for necessary adjustments to the account.  You were charged a total of 11 premiums from 9/25/14 to 9/25/16, you were credit back $11.50 for all premiums in 2014 when you made a call in to customer service on May 28, 2015.  We have...

credited an additional $27.50 which is the cost of premium for 2015-2016, extending the subscription to 10/26/16.  Rates are good for 26 weeks on invoice pay and 52 weeks on ezpay.  Your rates increased after the promotions expired after 26 weeks, the last increase was from 12/27/15 from $8.50 to $9.50 on 9/30/16, this rate is actually longer than 26 weeks.  However, you are placed back on the rate of $8.50 for your Daily Subscription, and you are opted out of all special and premium papers.  I do want to mention that the disclaimer is listed on every invoice, it also make mention of the premium editions and the delivery dates.  Customer was advised to call in when there was a delivery of the premium paper so that a credit adjustment could made on the account.  We have converted over to a new system on June 26th, this system allows us to opt customers out of all premium.  Let us know if there is anything else we can assist you with.Thank youDeirdre [redacted]Customer Care Representative.

I will stay on top of this till refund is received.Sincerely,Angie [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I decline to post my gate code with Revdex.com, however  I notified Chron about the new gate prior to May 1st . I wiLl re notify Chron today
Regards,
[redacted]

[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 would be satisfactory to me.

Mrs. [redacted],It was a pleasure speaking with you. I have made the necessary changes to your account to reflect the billing issues you were concerned with.  I have personally emailed you of those changes.Sincerely,Angie H[redacted]

[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 would be satisfactory to me.

Ms. [redacted],Please contact me at your earliest convenience to discuss further. I am needing additional information to process your refund.  My contact number is [redacted] between 7am - 4p.Thank you,Angie H[redacted]

Ms. [redacted],You have been opted out and credited for the premium issue charges.  Revised your renewal date to 11/13/16.Sincerely,Angie Honerkamp

Mr. [redacted],We have alerted everyone involved and assure delivery this Sunday and every Wed/Sun thereafter… Sincerely, Angie [redacted]

Ms.
[redacted], I have removed your phone number and address off of our mailing
list.  After reviewing your account you have no outstanding balance but a
credit of $8.63 due to you. I will process your refund which normally takes 2 –
4 weeks to receive.  Our attempt is to win back...

subscribers by writing off previous balances has been very well received by our subscriber base and is in no way "blackmailing".Sincerely,[redacted]

[redacted]My apologies your delivery issues have not been resolved.  After reviewing your account I do see multiple complaints have been processed over the last several months.  I have contacted the field and zone manager as well as our circulation directors to get this resolved...

immediately.  I did process a 2 month credit to your account but most importantly I will get your delivery issues corrected.Sincerely,Angie H[redacted]

Ms. [redacted],After reviewing your account I do see the charges for $6.00 dated 2/13/17 and $10.00 dated 2/13/17 but neither one were successful in processing to your account.  The reason for those charges was due to a previous balance you had before your moved dated 12/19/16.  I'm currently showing a balance of $52.45 which I will remove, if you prefer to submit your own payment I will certainly set your account up that way without a bill fee.  Let's discuss further at your convenience.Sincerely,Angie [redacted]

Hello Mrs. [redacted],Per our conversation.  The account was actually paid to 9/11/16 but a premium edition on 6/26 and future premium 8/21 pushed the paid to date to 8/21.  Your account has been adjusted to 10/2/16 and as promised by me an additional $8.00 has been applied to extend the...

subscription out to 12/18/16.  Thank you,Houston Chronicle Support TeamDeirdre [redacted]