Janet R.N. Kail, D.P.M.

Initial Business Response /* (1000, 8, 2015/03/13) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@Morningstar.com
Hello ***,
I apologize for the difficulty you experienced unsubscribing from our emailsI have confirmed your email
address to be removed from all our mailing lists, and you will no longer receive emails from Morningstar
Please let us know if you have any further issues and we will investigate immediately
Thank you,
*** ***
***@morningstar.com

Firstly, I'd like to apologize for my delayed response. The notification was captured in our spam filtering system.I have asked for our team to immediately cancel and send a full refund for the amount of the subscription cost paid by the customer. I trust this should be executed at the earliest...

possibly opportunity of the team.Additionally, whilst it is within terms and conditions of the subscription to have cancellations handled by a specialist team via phone, we can execute on these requests via other mechanisms if phone communication is unavailable and at the request of the client. Please note it is also my intention to contact the client directly to ensure that the refund is settled promptly.Appreciate this being brought to my attention and once again apologize for the delayed response. Regards,[redacted]

TIMELINE: Subscription ID#[redacted] was an existing subscription from 12/20/2013  45 daysprior to end of subscription expired Subscription ID#[redacted] was sent a renewal notice via email ([redacted]@yahoo.com) - we are in progress of obtaining proof of this On 6/26 (03:25 – 3:47pm CST) call...

was made to our sales support line from the subscriber The content of the call was regarding that emails are never received from Morningstar Agent confirmed that there are daily/weekly promotional emails and a renewal notice should have been sent 45-30 days in advance of expiry of the existing subscription Customer advised that he didn’t approve of the renewal and wished to cancel Agent cancelled subscription to the pro-rated rate (invoice attached) refunding $368.90 , based on the Terms & Conditions of the subscription. Post applying the refund, the agent passed to customer over to the circulations team to confirm receipt of email notification ACTIONS: Client Support representative from Morningstar to contact client to apologies for inconvenience caused Refund of remaining $70.10 to be paid back to the customer as a token of good faith We will provide update once proof of the original renewal is evidence, in the interim we would prefer to appease customer concerns.

Complaint: [redacted]
I am rejecting this response because:  It's been 50 days and you still can't figure out when you might get around to fixing the problem?  Sorry, but that just doesn't make any sense and why wouldn't you alert me and other users in some way when you know your data is wrong?  I certainly didn't check every fund, but there are any number of funds I keep track of and all the others worked perfectly well.  Do you program your system related to individual funds?  Maybe its possible but it sure seems strange.  If you have a programming issue that takes more than 50 days to figure out and plan how and when you'll fix it, shouldn't the problem be widespread?I assume you're just going to take your good old time fixing an issue that's causing me extra work every day and I suspect you either aren't willing or able to provide feedback that makes more sense so please just get it done.
Sincerely,
James [redacted]

To Mr [redacted], Thank you for highlighting your converns.Upon notification of the missing data our client support representative performed triage to identify whether this issue was widespread in term of data capture or solely as it pertains to the Portfolio Manager tool that is available as part of...

the Premium Membership subscription. It has been ascertained to be a product bug unique to the tool, hence why the quote page is not reporting the same error. For the Portfolio Manager tool to help support clients in the personal management of their investments it does rely on multiple layers of Morningstar proprietary data and technologies, some of which do take a significant time to ensure coding changes are made to resolve issues such as the one you have highlighted. Unfortunately, at this stage there is still no resolution for the missing data point, but I can assure you that the issue was raised to our Product Management team for review and investigation. We appreciate that you are utilising Morningstar and hope that you have been able to utilise the other features of the website whilst rectification of this issue is underway. We will be in contact with a resolution timeframe as soon as this is made apparent within our Development team. Lastly, I want to reiterate that at any time at all our Client Support Team is here via phone and email to help you utilise product and act as an entry point for the identification of errors – I personally appreciate the vigilant approach that our users take in ensuring that our tools are not only applicable to our clients needs but reflective of data points that support those needs. Please do not hesitate to contact my team on 1866 [redacted] or [email protected] at any time. Regards, Jessica [redacted] Director of Client Support