Houston Chronicle

Mr. & Mrs. [redacted],I will be contacting you today to discuss your billing concerns.  If I don't reach you I can be contacted at angie.[redacted]@chron.com     Sincerely,Angie [redacted]

Mr. Lackey,We apologize for the inconvenience this has caused you.  We received a request to stop upon the renew date of 3/5/2017, however a refund of $9.00 was processed back you on 3/3/17 to card ending in [redacted].  You may be receiving it this week.  When we added a credit in order to...

refund, the system restarted the account, please disregard the small past due notice and any other notices from this point. Thank you,Deirdre [redacted]Houston ChronicleCustomer Care Representative.

[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.

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]

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]

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

[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.

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.

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]

I will stay on top of this till refund is received.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

[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]

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]

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]

We have done everything possible to appease this customer regarding their issue.We have called her several times and have been unable to reach her. We have confirmed the credits and refunds applied to her for account issues and as of yesterday we responded to the complaint again, attempted to reach her, and I left my office phone # in the response asking her to contact me directly to answer any of her questions or issues. I received no calls nor messages and today apparently she responded to the complaint again remarking how we ended her account prematurely. We cancelled the account she requested as she claimed she was being double billed. We have done everything in good faith to help this customer but she will not respond to us, she continues to go through Revdex.com for her complaint.
Please give us some direction here or please administratively close the complaint.
Thanks,
Dennis [redacted]
CS Director Houston Chronicle
713 362 6347
dennis.[redacted]@chron.com

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
Despite the assurances of the chronicle that my paper would be delivered it was NOT DELIVERED on Sunday March 19.

Mr. [redacted]It was a pleasure speaking with you.  I have been in contact with the field to ensure delivery starts in the morning.  Your account will be compensated for the missed papers.  I will be your point of contact going forward.Sincerely,Angie H[redacted]

[redacted]My apologies that no one has acknowledged your request. I have personally stopped the account, removed the balance and submitted a DNC (do not call) on the account.  Any questions or concerns my direct number is [redacted]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]