Complaint: ***
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,
*** ***
We have reached out to our valued subscriber, and apologized for the inconveniences experienced with this cancellation request, and the delivery issues they encountered. The additional refund of $they requested has been processed on 2/23/16, leaving a zero balance on the account.
We hope that this meets with the consumer's satisfaction. If they have any additional questions or concerns, they can reach me at ***
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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
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,
*** ***
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,*** ***
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,
*** ***
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 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 $0.00. 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/
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
While *** *** 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,
*** ***
We have reached out to this consumer via phone/voicemail, to discuss the actions that were taken in response to this complaint. The delivery route that this consumer had been on was changed to an adjacent route, in effort to improve our delivery service to this consumer and area. No
further delivery issues have since been reported on the account. Additionally, one month of service credit had been applied to the consumer’s subscription account in our system, as a small token our of sincerity for getting the consumer’s delivery resolved, and of our concern for their satisfaction. We sincerely hope this meets with the consumer’s approval, and have provided my direct contact information to the consumer, should any further follow up be needed.Thank you, and please let me know if there is anything else I can do to assist, or if you should have any questions; I’m happy to assist.Kind Regards,*** ***
Complaint: ***
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,
*** ***
Mr***,My name is *** *** I am the customer service supervisorI apologize for any inconvenience this has caused youA notification of premium day charges and the dates are on page Aof every newspaper to give our subscribers advanced noticeThe paper includes special content (like the
Travel magazine ) on specific days which we are happy to bring to our customers for a nominal chargeWe are striving to provide in-depth, quality content for our subscribers and dig deep into the most popular topics and types of contentWe believe the additional content is well worth the small additional chargeI have reviewed your account and have issued credit for the premium feesYour expiration date is 9/17/I have also shared your feedback with our upper management teamPlease let me know if you have any additional questions or concernsThank you for being a valued customer, we appreciate your business
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
Thank you for contacting The Austin American StatesmanI am truly sorry for the frustrations regarding all of the emails you were receivingWe have taken extra measures to make sure you do not receive any additional emailsPlease accept my apology on behalf of the entire Austin American
Statesman Thank you for being a valued subscriber.*** ***[email protected]
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....however until I receive the entire refund on my credit card I cannot accept complete acceptance or closure of the complaint
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI want to thank *** *** for rectifying this situationI only wish I was directed to him early on in the processHis customer service is impeccable.
Regards,
*** ***
Complaint: ***
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,
*** ***
Complaint: ***
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,
*** ***
We have reached out to our valued subscriber, and apologized for the inconveniences experienced with this cancellation request, and the delivery issues they encountered. The additional refund of $they requested has been processed on 2/23/16, leaving a zero balance on the account.
We hope that this meets with the consumer's satisfaction. If they have any additional questions or concerns, they can reach me at ***
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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
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,
*** ***
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,*** ***
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,
*** ***
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 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 $0.00. 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/
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
While *** *** 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,
*** ***
We have reached out to this consumer via phone/voicemail, to discuss the actions that were taken in response to this complaint. The delivery route that this consumer had been on was changed to an adjacent route, in effort to improve our delivery service to this consumer and area. No
further delivery issues have since been reported on the account. Additionally, one month of service credit had been applied to the consumer’s subscription account in our system, as a small token our of sincerity for getting the consumer’s delivery resolved, and of our concern for their satisfaction. We sincerely hope this meets with the consumer’s approval, and have provided my direct contact information to the consumer, should any further follow up be needed.Thank you, and please let me know if there is anything else I can do to assist, or if you should have any questions; I’m happy to assist.Kind Regards,*** ***
Complaint: ***
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,
*** ***
Mr***,My name is *** *** I am the customer service supervisorI apologize for any inconvenience this has caused youA notification of premium day charges and the dates are on page Aof every newspaper to give our subscribers advanced noticeThe paper includes special content (like the
Travel magazine ) on specific days which we are happy to bring to our customers for a nominal chargeWe are striving to provide in-depth, quality content for our subscribers and dig deep into the most popular topics and types of contentWe believe the additional content is well worth the small additional chargeI have reviewed your account and have issued credit for the premium feesYour expiration date is 9/17/I have also shared your feedback with our upper management teamPlease let me know if you have any additional questions or concernsThank you for being a valued customer, we appreciate your business
We sincerely apologize for any inconvenience We will put the number on the Do Not Call list
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
Complaint: ***
I am rejecting this response because: there is still not a valid time given for when I will receive a refund
Regards,
*** ***
Thank you for contacting The Austin American StatesmanI am truly sorry for the frustrations regarding all of the emails you were receivingWe have taken extra measures to make sure you do not receive any additional emailsPlease accept my apology on behalf of the entire Austin American
Statesman Thank you for being a valued subscriber.*** ***[email protected]
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....however until I receive the entire refund on my credit card I cannot accept complete acceptance or closure of the complaint
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI want to thank *** *** for rectifying this situationI only wish I was directed to him early on in the processHis customer service is impeccable.
Regards,
*** ***
Complaint: ***
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,
*** ***