Houston Chronicle

[redacted] I have opted you out for both [redacted] & the premium issues.  your account was also credited for those charges with a revised renewal date of 12/3/16.Sincerely,Angie H[redacted]

[redacted]After reviewing your account I do see your current subscription has a renewal date of 10/15/17.  Your payment for $224.75 was processed on 10/17/16. I will email you confirmation of your renewal date.Sincerely,Angie H[redacted]

Ms. [redacted],My apologies you have not received your refund. After reviewing your account [redacted] efund was submitted for processing on 9/5/16 in the amount of $10.62.  You should receive the refund within 48 business hours.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.  I won't know if they will live up to their word for a couple weeks so I will hang on the my Ref # and contact you later if they decide to blow me off. Thank you so much for your help. This was a surprisingly quick process to get a response from the business.

Ok thank you Mrs. [redacted] please make sure it is being sent to my attention so that it will be received and reviewed in a timely fashion.  I will follow with you on tomorrow to get you started with your new subscription. Thank you,Deirdre [redacted]Houston Chronicle Support Team

[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.  I will let you know if this continues.  Thank you for responding, most of the people we have talked with do not follow up.  Thank you.

[redacted],Sorry I was not able to speak with you this morning.  After reviewing the account due to delivery issues I have removed the balance, I do not expect you to pay anything when the paper is not being delivered.  I would like to win you back as a subscriber and get your delivery...

issues resolved. Please contact me at your earliest convenience to discuss further, contact number is [redacted]Sincerely,Angie H[redacted]

Mr. [redacted],I'm glad to hear you received your Sunday paper.  Delivery time on Sunday's is 7:30am I have added delivery instructions to ensure your paper is delivered ON TIME.  Going forward if you have additional questions/concerns you can reach me by email at angie.[redacted]@chron.com (1st), or by phone at 713.362.3305 (2nd).  I did adjust your account for the missed deliveries, renewal date is 11/23/17.

[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.  H[redacted] of Houston Chronicle emailed me the explanation for the billing details about my account. I now understand how Houston Chronicle charges for its subscriptions.  Even I very like to read the Houston Chronicle, I do have concerns about Chronicle's billing practice. To avoid the similar situation later, I decide to cancel my subscription.Thanks Revdex.com for the help to solve the problem.Steven **

Hello Ms. [redacted],I'm very sorry to hear about the service issues you have been experiencing. I will complete a review of your account and route to verify the delivery issues you have explained, and see to it that the issues are addressed and resolved ASAP. I will also ensure that your account has...

either received appropriate adjustments for the failed deliveries (whenever you notify us of a failed delivery you receive a credit) or apply them to your account if needed. My direct contact information is 713.362.6347 and I want you to let me know anytime you have a delivery issue. I will make sure it's handled immediately. I'm confident we can repair the delivery problems and provide you the service you deserve.Dennis [redacted] Director Home Delivery713.362.6347dennis.[redacted]@chron.com

[redacted] Your vacation pack has been delivered for 10/4-10/11 this afternoon. As well, your account has been credited for 2 weeks worth of service after speaking to Angie in our customer service department today. I sincerely apologize for the issues you encountered and we have followed up with the distributor for your area to ensure this issue doesn't happen again. Thank you for the opportunity to assist you, [redacted]

[redacted]My apologies for the billing issues.  After reviewing your account I do see the agent did adjust and credit your account for the bill fee. I have also opted you out for the [redacted]  Credit also applied to your Houston Chronicle account for the...

previous premium charges in the amount of $30.00 which extended your renewal date out till 2/5/17.Sincerely,Angie H[redacted]

Mr. [redacted]After reviewing your account I opted you out for future premium charges also credited you for the $5.00 you were overcharged.  Your rate will not increase going forward.  Please contact me if you have any questions, 713.362.3305.Sincerely,Angie Honerkamp

[redacted]My apologies you did not receive Saturday paper.  After reviewing your account I see 1 complaint dated 8/13/16, how many Saturday's have been missed?  I have credited your account $5.00 for the missed Saturday paper which extends out your renewal date to 9/18/16 ....

Unfortunately you are in an area that we are not able to offer same day delivery, the option is to offer credit or deliver next day.  I did submit a complaint to the field manager to ensure this doesn't happen again.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 do not accept the response. They stated they were refunding $289.00. They sent me a check for $12.00. I would be willing to amicably close the complaint if they would please fulfill what they said they were going to do. (See photo attached). 
Regards,
  [redacted]

Mr..
[redacted],My apologies that you did not receive a follow-up call from a supervisor
and that you were not made aware of the price increase or the processing fee
for having your statement mailed to you.  I understand you’re had your identity
stolen but I can say this is a safe and secure...

way to process your payments
through our EZ-Pay plan.  Also what I can do for you since you have been a
longtime loyal subscriber to the Houston Chronicle is reduce your rate back to
the $4.55 week. I will call you later this morning to discuss further. If I am unable to speak with you my contact number is [redacted].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.  
The resolution was very clear in the initial complaint to cancel my subscription account.  As you can see by the response Houston Chronicle Publishing is  not willing to do that.I need written confirmation of the subscription cancellation to my email and by conventional mail.
Regards,
[redacted]

We have reviewed the complaint and apologize for the repeated issues.
We have applied a credit to the account in order to process a refund for 49.00 as requested. We have also passed this information to the VP of distribution to have the appropriate district manager follow up.

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.  
I do regret the fact that Houston Chronicle did not try to resolve this issue until a complaint with Revdex.com was submitted, but I am happy with the rapid response afterwards.

Mr. [redacted] We apologize for the inconvenience you have experienced with the access to the accounts.  After reviewing your account it seems that the account is registered two email addresses and one may be creating a conflict with your sign on.  The email was listed as [redacted]...

[redacted] I have removed the .com email and have left you a voice mail with my contact information so that we can walk through the sign on process together. I look forward to speaking with you.[redacted] Judith V[redacted]