We have spoken directly with our valued subscriber, and have expressed our deepest apologies for the frustrations and inconvenience they have experienced with this newspaper subscription We have included an additional refund, to total the full initial payment amount, to resolve the payment portion of this complaint An error in entering the subscriber's email address correctly was the root cause of the subscriber not receiving the initial confirmation/email correspondence referenced in the complaint I have updated the subscriber account with the correct email address, and have manually forwarded this document to them for their records We will be providing this subscriber with a complementary week subscription, as a gesture of good will and of our concern for their satisfaction We sincerely appreciate our subscriber's readership and support of the newspaper, and hope that they are satisfied with the corrective actions taken to resolve this complaint Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: 512.445.3755fax: [redacted] We deliver world-class services to Cox Media Group newspapers every day.Cox ConservesPlease consider the environment before printing this e-mailContents of this e-mail may be confidential and proprietaryUse discretion when forwarding
Thank you for contacting The Austin American StatesmanI truly apologize for all of the frustrations this has caused the consumerI do show a refund was issued in the form of a check back to the address on file on July 22, I have left a voice mail for this consumer requesting if she has received it yetThank you again, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
We sincerely apologize for the mishandling of the consumer's requests to stop the subscription, this is certainly not the level of service and support we wish to provide all of our valued subscribers Our records indicate that the subscription has been stopped and cancelled as of 10/31/15, and the current balance on the account is $ The consumer can disregard any previous mailings that they may have received indicating a balance due, as this has been removed Only the initial sipayment was made, which was $24.99, posted to the subscription account on 8/16/
We have spoken with our valued customer on the phone on 7/17, and have discussed her delivery concerns in this matter We will be followiing up with our Distribution Management Team, to determine the root cause of the missed deliveries If this is determined to be a result of the recent Memorial Day floods in Wimberley, and with the Fisher Store Rd bridge that crosses the Blanco river being knocked out, we will update the customer directly to inform them We will continue to work around this matter, if this is proven to be a causation in this complaint We sincerely apologize to our customer, as we value their business, and will work hard to get the delivery consistency back on track
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me While [redacted] is correct in the statements made in his message, I would like to reiterate the fact that regardless of the problems at the point of sale, I was still being charged for a newspaper days a week that I never received once since October 28thThe auto renewal would not have been as much of an issue had I still be receiving a newspaper every Wednesday- Sunday (the primary reason being that IF I had still been receiving the newspaper I was evidently subscribed to, I would have realized I was still paying for it)The refund should never even have been a question considering I was paying for something that was never delivered Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Delivery of weekend advertising by your route drivers continue I have continued to receive them on Saturdays through October 28th You are obviously not communicating the cease and desist request to your route manager and subsequently the driver effectively Regards, [redacted] ***
Our Distribution Management Team has implemented a quality control measure to have this consumer's address physically audited following the completion of the delivery route for these advertising materials This will help ensure that the unwanted circulars do not get delivered to the consumer This process will be implemented immediately We have reached out to the consumer to notify them of this process change and improvement We sincerely apologize for the inadvertent recurrence of these unwanted deliveries, and will continue working to ensure that these deliveries cease Very Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier Newspaper Shared Services Atlanta | Austin | Dayton | Palm Beach Office: [redacted] We deliver world-class services to Cox Media Group newspapers every dayCox ConservesPlease consider the environment before printing this e-mailContents of this e-mail may be confidential and proprietaryUse discretion when forwardingTell us why here
We have reached out to the consumer via voice mail, and expressed our apologies for the frustration and inconvenience they've experienced with this issue We value our subscribers and will happily provide a week service credit to the consumer's subscription in order to resolve this complaint to their satisfaction We sincerely appreciate the consumer's readership and support of the StatesmanVery Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: [redacted]
We have spoken with our valued subscriber, and have expressed our deepest apologies regarding the communications and handling of her concerns The consumer requested a cancellation of her newspaper subscription, and a refund The refund process and timeframe involved with this request was found to be poorly communicated to the subscriber, and we will be addressing this matter as part of our ongoing training with our customer service agents, to ensure accurate communications in the future We will follow up with the consumer to ensure the refund check is received and the customer is satisfied with the resolution of the complaint
We have spoken with our valued subscriber, and have agreed to refund the last months payments that were made to her subscription account We've explained that all of the terms and conditions of the sale were printed on the Sales Receipt that was signed, as well as contained in the email confirmation that was transmitted to the subscriber They outline that the terms of the offer indicate that it will be an automatic payment renewal plan, but this was not clearly communicated by the sales agent at the point of sale We will be following up with the agents to ensure that these terms and conditions are clearly communicated, to match the printed terms and conditions that our subscribers receive, to eliminate any possibility of confusion.The refund amount that will be credited back to the consumer's credit card will be $68.97, as the $indicated in the complaint was a remaining portion of the consumer's most recent payment, therefore not an additional amount, but part of the $ We sincerely apologize for any miscommunication or misunderstanding, and would welcome the consumer to subscribe in the future.Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier Newspaper Shared Services Atlanta | Austin | Dayton | Palm Beach office: [redacted] fax: [redacted] We deliver world-class services to Cox Media Group newspapers every day Cox ConservesPlease consider the environment before printing this e-mail Contents of this e-mail may be confidential and proprietaryUse discretion when forwarding
Mr***,My name is [redacted] ***, I am the customer service supervisorI sincerely apologize for your experience with our newspaperI have reviewed your account and based on your initial payment your expiration date was 11/26/The agent attempted to explain our grace period that states that we will continue to deliver the paper unless we receive verbal or written correspondence to cancelWe have this service in place for customers that like to submit checks via mail for paymentsI understand that you were not aware of this policyYour account has been stopped and you will not receive any additional newspapers or invoicesWe have processed a refund check for $24.05, you will receive that in the mail from [redacted] *** shortlyWe will also send you a $gift card to cover the difference from your $grace balance paymentI can be reached at [redacted] or [redacted] Please let me know if you have any additional questions
We have reached out to our valued customer, and have asked them to contact us directly to discuss and resolve this matter We will issue a one-time credit on the subscriber's account, extending the subscription period by the amount requested of $ We hope that this is an acceptable resolution for our subscriber, and will follow up with them to answer any questions they may have regarding the vacation stop policies.When a delivery stop, or vacation hold is requested to stop the delivery of the printed paper to a household, the subscriber's access to the premium digital content remains activated, thus providing the consumer with access to the digital ePaper, which is a digital replica of the newspaper, available hours per day, days a week There is a notification on all of the subscription renewal notices that are sent to our subscriber's, stating: "Please note that expiration dates are not adjusted for voluntary service stopsDon't forget - digital access is available to you 24/while you're away as long as your account is current."We sincerely apologize for any confusion or miscommunication, and value the loyal readership and support of the Statesman from our subscriber!Very Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: 512.445.3755fax: [redacted] We deliver world-class services to Cox Media Group newspapers every dayCox ConservesPlease consider the environment before printing this e-mail Contents of this e-mail may be confidential and proprietaryUse discretion when forwarding.?
We deeply apologize for the negative experience the consumer had with this newspaper subscription process Our Kiosk Sales Manager has been notified of the subscription/Siissues that the consumer encountered They will work to correct any deficiencies in the process, and implement any corrective action or disciplinary steps necessary We want to ensure all procedures are followed to ensure customer satisfaction throughout the solicitation phase of becoming a subscriber to our newspaper We strive for all new subscribers to have a positive experience, and to enjoy the products and service they receive from the Statesman, with the goal of forging a long relationship We sincerely apologize for the events that took place for this consumer, and have issued a full refund of the monies paid for this subscription A refund of $was processed on 9/18/15, to the credit card used during sign-up We have reached out to the consumer, and left a voice mail message on the daytime telephone provided in this filing, offering to discuss any concerns they may still have pertaining to this complaint It is our hope that our resolutions will satisfy the requests of this complaint for the consumer
Complaint: [redacted] I am rejecting this response because: There are several unresolved issues concerning delivery of my paper, including late deliveries, missed days, location of the paper, and non-action on a hold delivery requestI am sending this information to the representative that responded Regards, [redacted] ***
We sincerely apologize to the consumer regarding their frustration and inconvenience, and will work quickly with our Distribution Management team to help get this matter resolved While our default delivery location is to deliver a paper to the driveway, we recognize that this subscriber has had a long-standing request in place to have their paper delivered to their front porch We will work to resolve this matter to correct the placement of the delivery for our valued subscriber.Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm BeachOffice: [redacted]
Complaint: [redacted] I am rejecting this response because: I have received the refund on August 12, but I have been trying to obtain this refund since May 24th The check that I received was dated August 1, and was not processed in July as American Statesmen claims I can send you a copy of the dated check and my deposit to the bank This has been a terrible way to treat a customer of over yrs I am absolutely convinced that it was the right thing to cancel my subscription because the news is being printed out of town and so is old news when I received it, the delivery service was extremely full of problems for the last months and I would start my day angry over a stupid newsletter and the price for a subscription is outrageous Then all this business with trying to cancel and getting the runaround for the refund when I shouldn't have been billed in the first place I paid the invoice the next day and then waited mosto get the refund I would never recommend this company again Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***
We have reached out to our valued subscriber via voicemail to express our deepest apologies for the delivery issues they have encountered. We have elevated this matter to our Distribution Management Team, to ensure proper focus is brought to this matter, and to get the deliveries back on
track; timely and consistently. We have provided the consumer with a direct point of contact, to use for any further follow up regarding this issue
Thank you for your email. We sincerely apologize for the consumer’s frustration and inconvenience, and will work hard to get this issue resolved for them. We appreciate the opportunity to help the consumer in any way we can to get this resolved to their satisfaction. I
will make contact with our Distribution Management Team, to make sure we get the issues resolved, in order to cease the deliveries of the free advertising products at the consumer’s residence. We will reach out to the consumer in the coming week, and the next few weeks, to ensure they are satisfied with the resolution. Our apologies once again, and my thanks as well, for the consumer’s patience while we work to get this corrected for them. Kind Regards,*** ***
We have spoken directly with our valued subscriber, and have expressed our deepest apologies for the frustrations and inconvenience they have experienced with this newspaper subscription We have included an additional refund, to total the full initial payment amount, to resolve the payment portion of this complaint An error in entering the subscriber's email address correctly was the root cause of the subscriber not receiving the initial confirmation/email correspondence referenced in the complaint I have updated the subscriber account with the correct email address, and have manually forwarded this document to them for their records We will be providing this subscriber with a complementary week subscription, as a gesture of good will and of our concern for their satisfaction We sincerely appreciate our subscriber's readership and support of the newspaper, and hope that they are satisfied with the corrective actions taken to resolve this complaint Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: 512.445.3755fax: [redacted] We deliver world-class services to Cox Media Group newspapers every day.Cox ConservesPlease consider the environment before printing this e-mailContents of this e-mail may be confidential and proprietaryUse discretion when forwarding
Thank you for contacting The Austin American StatesmanI truly apologize for all of the frustrations this has caused the consumerI do show a refund was issued in the form of a check back to the address on file on July 22, I have left a voice mail for this consumer requesting if she has received it yetThank you again, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
We sincerely apologize for the mishandling of the consumer's requests to stop the subscription, this is certainly not the level of service and support we wish to provide all of our valued subscribers Our records indicate that the subscription has been stopped and cancelled as of 10/31/15, and the current balance on the account is $ The consumer can disregard any previous mailings that they may have received indicating a balance due, as this has been removed Only the initial sipayment was made, which was $24.99, posted to the subscription account on 8/16/
We have spoken with our valued customer on the phone on 7/17, and have discussed her delivery concerns in this matter We will be followiing up with our Distribution Management Team, to determine the root cause of the missed deliveries If this is determined to be a result of the recent Memorial Day floods in Wimberley, and with the Fisher Store Rd bridge that crosses the Blanco river being knocked out, we will update the customer directly to inform them We will continue to work around this matter, if this is proven to be a causation in this complaint We sincerely apologize to our customer, as we value their business, and will work hard to get the delivery consistency back on track
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me While [redacted] is correct in the statements made in his message, I would like to reiterate the fact that regardless of the problems at the point of sale, I was still being charged for a newspaper days a week that I never received once since October 28thThe auto renewal would not have been as much of an issue had I still be receiving a newspaper every Wednesday- Sunday (the primary reason being that IF I had still been receiving the newspaper I was evidently subscribed to, I would have realized I was still paying for it)The refund should never even have been a question considering I was paying for something that was never delivered Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Delivery of weekend advertising by your route drivers continue I have continued to receive them on Saturdays through October 28th You are obviously not communicating the cease and desist request to your route manager and subsequently the driver effectively Regards, [redacted] ***
Our Distribution Management Team has implemented a quality control measure to have this consumer's address physically audited following the completion of the delivery route for these advertising materials This will help ensure that the unwanted circulars do not get delivered to the consumer This process will be implemented immediately We have reached out to the consumer to notify them of this process change and improvement We sincerely apologize for the inadvertent recurrence of these unwanted deliveries, and will continue working to ensure that these deliveries cease Very Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier Newspaper Shared Services Atlanta | Austin | Dayton | Palm Beach Office: [redacted] We deliver world-class services to Cox Media Group newspapers every dayCox ConservesPlease consider the environment before printing this e-mailContents of this e-mail may be confidential and proprietaryUse discretion when forwardingTell us why here
We have reached out to the consumer via voice mail, and expressed our apologies for the frustration and inconvenience they've experienced with this issue We value our subscribers and will happily provide a week service credit to the consumer's subscription in order to resolve this complaint to their satisfaction We sincerely appreciate the consumer's readership and support of the StatesmanVery Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: [redacted]
We have spoken with our valued subscriber, and have expressed our deepest apologies regarding the communications and handling of her concerns The consumer requested a cancellation of her newspaper subscription, and a refund The refund process and timeframe involved with this request was found to be poorly communicated to the subscriber, and we will be addressing this matter as part of our ongoing training with our customer service agents, to ensure accurate communications in the future We will follow up with the consumer to ensure the refund check is received and the customer is satisfied with the resolution of the complaint
We have spoken with our valued subscriber, and have agreed to refund the last months payments that were made to her subscription account We've explained that all of the terms and conditions of the sale were printed on the Sales Receipt that was signed, as well as contained in the email confirmation that was transmitted to the subscriber They outline that the terms of the offer indicate that it will be an automatic payment renewal plan, but this was not clearly communicated by the sales agent at the point of sale We will be following up with the agents to ensure that these terms and conditions are clearly communicated, to match the printed terms and conditions that our subscribers receive, to eliminate any possibility of confusion.The refund amount that will be credited back to the consumer's credit card will be $68.97, as the $indicated in the complaint was a remaining portion of the consumer's most recent payment, therefore not an additional amount, but part of the $ We sincerely apologize for any miscommunication or misunderstanding, and would welcome the consumer to subscribe in the future.Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier Newspaper Shared Services Atlanta | Austin | Dayton | Palm Beach office: [redacted] fax: [redacted] We deliver world-class services to Cox Media Group newspapers every day Cox ConservesPlease consider the environment before printing this e-mail Contents of this e-mail may be confidential and proprietaryUse discretion when forwarding
Mr***,My name is [redacted] ***, I am the customer service supervisorI sincerely apologize for your experience with our newspaperI have reviewed your account and based on your initial payment your expiration date was 11/26/The agent attempted to explain our grace period that states that we will continue to deliver the paper unless we receive verbal or written correspondence to cancelWe have this service in place for customers that like to submit checks via mail for paymentsI understand that you were not aware of this policyYour account has been stopped and you will not receive any additional newspapers or invoicesWe have processed a refund check for $24.05, you will receive that in the mail from [redacted] *** shortlyWe will also send you a $gift card to cover the difference from your $grace balance paymentI can be reached at [redacted] or [redacted] Please let me know if you have any additional questions
We have reached out to our valued customer, and have asked them to contact us directly to discuss and resolve this matter We will issue a one-time credit on the subscriber's account, extending the subscription period by the amount requested of $ We hope that this is an acceptable resolution for our subscriber, and will follow up with them to answer any questions they may have regarding the vacation stop policies.When a delivery stop, or vacation hold is requested to stop the delivery of the printed paper to a household, the subscriber's access to the premium digital content remains activated, thus providing the consumer with access to the digital ePaper, which is a digital replica of the newspaper, available hours per day, days a week There is a notification on all of the subscription renewal notices that are sent to our subscriber's, stating: "Please note that expiration dates are not adjusted for voluntary service stopsDon't forget - digital access is available to you 24/while you're away as long as your account is current."We sincerely apologize for any confusion or miscommunication, and value the loyal readership and support of the Statesman from our subscriber!Very Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: 512.445.3755fax: [redacted] We deliver world-class services to Cox Media Group newspapers every dayCox ConservesPlease consider the environment before printing this e-mail Contents of this e-mail may be confidential and proprietaryUse discretion when forwarding.?
We deeply apologize for the negative experience the consumer had with this newspaper subscription process Our Kiosk Sales Manager has been notified of the subscription/Siissues that the consumer encountered They will work to correct any deficiencies in the process, and implement any corrective action or disciplinary steps necessary We want to ensure all procedures are followed to ensure customer satisfaction throughout the solicitation phase of becoming a subscriber to our newspaper We strive for all new subscribers to have a positive experience, and to enjoy the products and service they receive from the Statesman, with the goal of forging a long relationship We sincerely apologize for the events that took place for this consumer, and have issued a full refund of the monies paid for this subscription A refund of $was processed on 9/18/15, to the credit card used during sign-up We have reached out to the consumer, and left a voice mail message on the daytime telephone provided in this filing, offering to discuss any concerns they may still have pertaining to this complaint It is our hope that our resolutions will satisfy the requests of this complaint for the consumer
Complaint: [redacted] I am rejecting this response because: There are several unresolved issues concerning delivery of my paper, including late deliveries, missed days, location of the paper, and non-action on a hold delivery requestI am sending this information to the representative that responded Regards, [redacted] ***
We sincerely apologize to the consumer regarding their frustration and inconvenience, and will work quickly with our Distribution Management team to help get this matter resolved While our default delivery location is to deliver a paper to the driveway, we recognize that this subscriber has had a long-standing request in place to have their paper delivered to their front porch We will work to resolve this matter to correct the placement of the delivery for our valued subscriber.Kind Regards, [redacted] Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm BeachOffice: [redacted]
Complaint: [redacted] I am rejecting this response because: I have received the refund on August 12, but I have been trying to obtain this refund since May 24th The check that I received was dated August 1, and was not processed in July as American Statesmen claims I can send you a copy of the dated check and my deposit to the bank This has been a terrible way to treat a customer of over yrs I am absolutely convinced that it was the right thing to cancel my subscription because the news is being printed out of town and so is old news when I received it, the delivery service was extremely full of problems for the last months and I would start my day angry over a stupid newsletter and the price for a subscription is outrageous Then all this business with trying to cancel and getting the runaround for the refund when I shouldn't have been billed in the first place I paid the invoice the next day and then waited mosto get the refund I would never recommend this company again Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***
We have reached out to our valued subscriber via voicemail to express our deepest apologies for the delivery issues they have encountered. We have elevated this matter to our Distribution Management Team, to ensure proper focus is brought to this matter, and to get the deliveries back on
track; timely and consistently. We have provided the consumer with a direct point of contact, to use for any further follow up regarding this issue
Thank you for your email. We sincerely apologize for the consumer’s frustration and inconvenience, and will work hard to get this issue resolved for them. We appreciate the opportunity to help the consumer in any way we can to get this resolved to their satisfaction. I
will make contact with our Distribution Management Team, to make sure we get the issues resolved, in order to cease the deliveries of the free advertising products at the consumer’s residence. We will reach out to the consumer in the coming week, and the next few weeks, to ensure they are satisfied with the resolution. Our apologies once again, and my thanks as well, for the consumer’s patience while we work to get this corrected for them. Kind Regards,*** ***