Kansas City Star

January 15, 2016
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.
It is however disappointing that they could not offer an appropriate refund without having to contact the Revdex.com. But nonetheless, this is very acceptable. Thank you Revdex.com as well as the Kansas City Star.
Regards,
[redacted]

Mr. [redacted],I have touched base with the distribution partner in charge of your delivery. They will be addressing this issue with the carrier. Please be sure to report every missed paper to the customer service department. I only see 2 paper complaints on your account since January. For your...

inconvenience I have requested that finance credit your account for 4 weeks as we work through these issues.

Dear Revdex.com,We have redelivered the 11/1/17 on today's truck. She should have received the 11/1/17 this morning.

Dear Ms. [redacted]Sorry for the tardiness of this response.After my initial contact with the customer I learned that she misses about 2 papers a week and never receives re-delivery. I promised I would follow up with the Senior District Manager and the distribution company to ensure that she is being...

taken care of. There are no complaints since I contacted the distribution company. I promised to follow up on Thursday, March 24.Thank you for your help in resolving this matter.Dakota C[redacted]Audience Consumer Advocate ###-###-####

According to our records, your kiosk order was entered into our system on 4/21 with a delivery start date of 4/23. Your credit card payment was applied to your account on 4/21. Your credit card information has not been compromised. The Star follows strict security guidelines for each and every order...

and handles customer information very securely.

Our customer service representative, [redacted], sent a letter to the subscriber on May 15th, 2015.  She stated in her letter the charges were for a second Sunday copy and they had to be billed separately, due to our new billing system.  However, [redacted] wrote off the charges on the...

account and notified [redacted] to close the account.  We do not impair personal credit.  We sincerely apologize for any billing confusion.  Should the subscriber have further concerns, or questions, she can contact [redacted] directly at [redacted] or ###-###-####.Thank you,The Kansas City Star Customer Service Department

Mr. [redacted]I am sorry for the missed deliveries.  A new carrier began delivering the area January 13th so we will work with him to correct and sight verify your delivery the next few days.When we credit your account, it moves your pay through date forward.  As an example, if your account...

were paid through February 2nd and we credit your account two days, it moves your pay through date to February 4th.  This delays when your next statement is sent and payment is due.  I'm sorry for any misunderstanding regarding this matter.Sincerely,[redacted]Distribution and Delivery Director

We have left a couple of messages for the subscriber to call us.  We did go ahead and issue a refund to the subscriber, and sincerely apologize for the delivery issues.  Should the subscriber wish to contact our Customer Service Specialist, Phyllis G[redacted], she can be reached at...

###-###-####, or pg[redacted]@kcstar.com.Thank you,The Kansas City Star Customer Service Department

Our Delivery Services Manager is working to resolve the delivery issues with this subscriber's account.  He has also spoken with the subscriber and verified most papers have been delivered since the complaint was made.  Our sincere apologies for the issue.  We will credit the...

subscribers account for mis-deliveries.  Should the subscriber wish to contact us further we can be reached at 816.234.4513, or email us at [email protected] you,Kansas City Star Customer Service Department

Revdex.comWe will be glad to stop this customer's account and refund her full payment of $39.00. Note: She has made several call complaints about non-delivery of her paper. Not one call from the customer about stopping the subscription and refunding her money.

Dear Ms. [redacted],I am sorry for your inconvenience. I have waived the owed balance on your account. Your subscription was shortened by premium papers. I have opted you out of those. As per our policy, we offer a grace period where continue to deliver papers for 90 after the expiration of customers...

accounts to prevent disruption in service. If you do not want to have a grace period you can notify the customer service department and we can change your account status to pay as you go. I see that 3 bills were mailed out after your account expired. We also have a 3rd party company call customers that are at the end of their 90 day grace period to notify them that their service will stop if they don't make a payment soon. I do not see any missed paper complaints on your account. If you choose to resubscribe, please make sure you contact the customer service department or use our customer service portal online to file missed paper complaints. This will credit your account so you are not paying for papers you are not receiving and provides reporting to our district managers so they know there is a delivery issue in your area.

Please see attached.

Ms. [redacted],I am sorry to hear of your delivery and billing issues. I have requested that finance refund you the additional $6.65. I have also added you to the do not call list. Thank you for giving me this opportunity to help. Please allow 5-7 business days for the return to be returned to the card...

we have on file.[redacted]Audience Consumer Advocate[redacted]1729 Grand Blvd, Kansas City, MO 64108[redacted]###-###-####

We apologize for the issue and will refund the amount 143.70 as customer has requested.  Please allow 7-10 days for refund to be received, the refund will most likely post to your credit card that was being charged monthly. Thank you!

Mr. [redacted],It is disappointing to hear you continued to have delivery issues.  I apologize for the inconvenience this has caused.  The carrier for this area is currently under contract  so I do not understand why you were informed otherwise.  Your address is new and was not in our data system.  This caused it not to sequence correctly in the carrier's electronic delivery book.  This has been corrected so there should be no further delivery issues.Sincerely,[redacted]Audience Distribution and Delivery Director

[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 is satisfactory to me.  We finally received a refund for the newspaper subscription that was cancelled a while back.  We will submit receipts for refunds as well.
Thank you for all of your help in this matter.  We are happy to have someone to contact at the KC Star who can actually help us.
[redacted]

Subscriber reports they are receiving the paper consistently and earlier which was their chief complaint.I made sure they had my name and phone number if we can be of any help in the future.

Talked with subscriber and then left message on carrier's phone with all the information.  Subscriber will call me if they have any more problems.Jeanie

Mr. [redacted],I am sorry for the missed and incomplete papers.  The carrier has been on the route a few months so we will work with him to correct the service you are experiencing.Sincerely,[redacted]Audience Distribution and Delivery Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received...

your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: after all the time they've wasted of mine & the harassing calls after continuously asking not to call anymore, I get two sentences? And to expect the error to be acceptable when all that was done was put it back into the standing it should've been anyways? 
Regards,
[redacted]