Houston Chronicle

Mr.***,My apologies your vacation pack still has not been delivered I have escalated your issue to the field and area manager to get those papers delivered immediately If you have additional questions please call me at 73.362.3305.Sincerely,Angie H [redacted]

Ms [redacted] ,Due to the refund request amount of $I will need to speak with you in order to process your request Please contact me at [redacted] .Thank you,Angie H [redacted]

[redacted] ,I have flagged your address to stopped all papers that are being delivered to your residence Going forward please contact me ( [redacted] ) if you have any questions/concerns.Sincerely, [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 herWe 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 issuesI received no calls nor messages and today apparently she responded to the complaint again remarking how we ended her account prematurelyWe cancelled the account she requested as she claimed she was being double billedWe 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 dennis.***@chron.com

Helwould like to include the order that was submitted to The Houston Chronicle for this subscription order that was completed at an HEB The order was under [redacted] and with these subscriptions they are offered a $HEB gift card In order for these transactions to be valid the Credit Cards are presented and documented on the order the purchaser signs Thank YouJudith V***

Mr***,I am very sorry for the issues you were having with the [redacted] application and I certainly don't want you paying for something you were able to use I have removed the balance of $off of your account I would like to assist in resolving this and hopefully win back your servicesMy contact number is ###-###-####.Sincerely,Angie H [redacted]

Mr ***- [redacted] , Our apologies that this matter has taken as long as it has to be resolved We would like to inform you that this issue has been escalated to the Vendor Services Department within the Houston Chronicle who will be handling sending the proper information that Groupon is requesting for your refund to be issued I have spoken and explained your situation directly to them and they have assured me that it would be handled today They informed me that once Groupon receives information being sent it will process the refund to your Credit Card that was used at the time of purchase Angie is currently on Vacation, but I will be assisting in her absence.Thank you Judith V***Digital Media Support Specialist o | [redacted]

Our advertising department is still in attempts to resolve this complaintIn regards to the previous answer, we did not fail to meet with the complainant as requested We are attempting to reach the complainant and schedule a meeting to resolve the dispute Thank you

*** ***, We are working directly with the General Manager and District Manager to resolve you delivery issues We have adjusted your account, which reflects being paid through 05/07/and we have also adjusted your weekly rate I placed a call to you on yesterday and left my contact information as Angie, who has been working with you, is on vacation We understand that although you have credit on your account, the point is to have your paper delivered on a timely and daily basis without fail Please continue to contact Angie or myself if there is anything else that you may need assistance with.Judith ***
Digital Media Support Specialist
Houston Chronicle Media Group
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*** ***My apologies that your payment of $took so long to process. After reviewing your account your payment of $did process on your account effective 2/6/15. For your time and aggravation I did apply additional monies to your account in the amount of $20.00. If
you have any questions/concerns I can be reached at ***.Thank you,Angie H***

We have verified that the refund of was processed back to the bank card ending in *** submitted to the bank for acceptance on 4/30/2015, the day this complaint was filedThe reference # is *** and we have confirmed nothing has been returned to us from this transaction
We made several attempts to reach Ms*** by phone to address the situation but have never heard back from her. Now that the refund process has been confirmed, we consider this complaint resolved and closed
Thank you

Revdex.com:
This letter is to inform you that Houston Chronicle Publishing has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/6/1:33:PM and assigned ID ***
Regards,*** ***

Ms. ***Thanks for allowing me to assist with the delivery issues with your accountI did apply credit to your account in the amount of $30.00. If I can be of any assistance in the future please call me at ***Thanks, *** ***

Revdex.com:Writing to notify that today received email confirmation from Courtney W(Groupon Customer Support) showing full refund issued to my original method of payment for order number is *** (placed on August 19, 2014)
Complaint ID can now be closed, as necessary steps from the Houston Chronicle side were finally completed.Thanks,Gabriel

Mr***,My apologies the account was not stopped per your requestI have cleared the balance of $and will also contact the district manager to confirm deliveries have stoppedIf you have an additional concerns please contact me at ***.Thank you,Angie ***

*** ***,I understand *** *** has been in contact with you and will make sure your Sunday papers are delivered every weekHe also stated he will follwith you to confirm delivery this Sunday. If I can be of any assistance in the future please call *** or email at
***.Thank you,*** ***

Ms. ***Please accept my apologies the paper was still being delivered. After reviewing your account I see you called and spoke to a customer service representative on 10/29/who cancelled your subscription effective November 2, 2014. As you mentioned you do not owe any monies
to the account, I cleared the balance of $which now leaves a ZERO balance. I also put your phone number on the do not call list per your request. If you have additional questions/concerns please call me at ***Thanks,*** ***

*** ***,My apologies for not receiving your paper, I did credit your accountI also reversed the $on your accountIf questions/concerns please contact me at ***.Thank you,Angie H***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
From: *** *** *** Sent: Tuesday, March 24, 12:PM To: drteam Subject: Claim # *** Someone with the Chronicle left a message with no return call info on 3/saying they would correct the problem, but the paper was thrown in my driveway again on 3/I believe I also saw it on 3/but someone seems to have picked it up before I could get out there *** *** ***
Regards,

Ms***,First please accept my apologies for the additional charges that were charged to your credit cardI left you a message to call me that way I could discuss your account and explain what had happenedHere are my numbers to contact me, *** or ***. Hope to hear from
you soon.Thank you,Angie H***