Kansas City Star

Dear Ms [redacted] ,Thank you for bringing this matter to my attentionUpon further investigation it looks as though this matter has already been handled outside of the Revdex.comBecause of our week billing cycle the customers account was always on the verge of expiration- thus prompting the bills*** [redacted] , the VP of Audience, extended the customers account for weeks to get them paid more in advance and one of my coworkers in Retention lowered the customers rates back to what they were originally, on May 4, In the future, I do encourage the customer to reach out to me if they are having issuesIt is my job to know about many different facets of our companyIf I can not personally help with the issue, I make sure someone that can, does [redacted] Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/ [redacted] [redacted] Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/ [redacted] Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/ [redacted] Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/ [redacted]

We sincerely apologize for the delivery issues the subscriber has experienced Our Delivery Services Manager, Ron D***, has left a message for the subscriber to call him Ron can be reached at ###-###-####, or rd***@kcstar.com Should the subscriber wish to contact our Customer Service Specialist in our Finance Department, she can call Phyllis G [redacted] at ###-###-####, or pg [redacted] @kcstar.com.Thank you,The Kansas City Star Customer Service Department

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: I am rejecting this response because:The business has not addressed the whole complaint as to why a week subscription purchased on 10/14/would end on 03/25/or after only weeks when it was paid for weeksAlso the business didn't address the issue with regards to why credits for missed deliveries of the product were not applied to my customer accountLooking at the business response it is apparent to me that the employees at the Kansas City Star have no clue in regards to their own billing system and customer accounts Regards, [redacted] **

Dear BBB, Account #400154227 Thank you for bringing this issue to our attention. We have received the complaint on 9/26/17 According to our records the move was completed on 8/21/17. We will have to contact the carrier’s supervisor and distributor supervisor on why thepaper is not... being delivered at the new address. We will contact the customer and/or BBB when we receive a response. Sincerely, [redacted] VIP Agent [redacted] [email protected]

[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 Regards, [redacted]

I accept their response with a caveatIt seems as Ms [redacted] is denying that this has happened previouslyAlso they never answered my question as to why when I called the 1-customer service number and wrote a hard copy letter to CEO [redacted] I never was responded to until filing complaint with The Revdex.comOn the previous eight occasions the Customer Service Deptdid not send out a newspaper on those daysI want to thank you, the Revdex.com for getting a response for me so quickly

Thank you for submitting a follow up on this issueThe only subscription we have at W 104th Ter is a Sunday only paperThis was cancelled today 5/3/at 6:amThe cancellation w [redacted] be done by 5/7/This person should no longer be receiving our paper

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:Our account subscription date has still not been changed in the online computer systemWhen I make a payment the payment will therefore be submitted on the system under the incorrect subscription date and we will still have a problemThe department with the authority to change the subscription date prior to any payment activity has not doe soThey must correct the problem before any future payment is madeIt appears that the customer service department in the Philippines is still trying to resolve this issue, because of the way the English is written> the finance department is the only department that has the authority to permanently change account subscription date> as soon as the subscription date is changed in the system to the correct date< the problem will be resolved< but only at that point will this issue be made right> I AM STILL RECEIVING CALLS FROM THE DEPARTMENT THAT MAKES CALLS TO CUSTOMERS TO TELL THEM THEY STILL OWE ON THEIR OLD SUBSCRIPTION BALANCE, BUT THESE PEOPLE CANNOT CHANGE THE INCORRECT SUBSCRIPTION EITHER Below is a copy of our account as is currently listed on the site:Account HomeSubscriber Information [redacted] I [redacted] **Leawood KS 66211-2225###-###-#### [redacted] SubscriptionsKCS HD 7Day + OnlineDelivery Method:Varies By PublicationDelivery Frequency:Day Delivery BundledEdition:Varies By PublicationCopies:copyRenewal Date:04/30/2017Past Due Balance:$37.62Your account is overdue.Make a Payment.This is still incorrect and does not agree with the answer the Revdex.com received from the KC Star Regards, [redacted] & [redacted]

Ms. [redacted] ,This customers refund has been processed on our side as of June 13, 2016. Because they mailed their payments in, all check refunds come from Corporate McClatchy. This matter was settled without my help and I have given the customer ample opportunity to contact me directly with any issues. I have had finance make sure the refund is correct and processed. This will be my last response to this complaint.Thank you,Dakota C***Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

[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 meYes, [redacted] provided a refund but the KC start never provided written confirmation that my subscription was permanently cancelled and my info removed from their systems Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meCustomer service should make available local phone numbers to speak with The Star regarding issues rather than relying on overseas call centers, where service and solutions are severely lackingThe time lag to solve issues seems to be unusually long Regards, [redacted]

Revdex.comWe will be glad to stop this customer's account and refund her full payment of $Note: She has made several call complaints about non-delivery of her paperNot one call from the customer about stopping the subscription and refunding her money

We have been trying to reach subscriber off and on all week We made contact this afternoon on February 4th!They report great service.I made sure they have all our contact information and to let us know if we can help in the future

Revdex.com Thanking for bringing this matter to our attentionThe downtown office is not open on weekends or some holidays The customer can call the customer service center at [redacted] for her missed paperI have filed a complaint with the carrier's supervisor and the distribution supervisorI have also credit the account for missed papers

Dear Ms. [redacted] ,Thank you for bringing this matter to my attention. As of today, the Kansas City Star is now taking over this distribution center. While, I know it's going to be bumpy until we get these routes filled permanently, our customers will start to see improvement. I know there were be... quite a few routes running late because these new carriers are still learning. So, we please ask for a bit more patience. We are on the correct path now.I have requested that finance put an additional 2 months of papers on Ms. [redacted] account and hope that she contacts me directly with any delivery issues moving forward. [redacted] Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

We are working diligently to resolve the delivery issues the subscriber is experiencing The subscriber is also in touch with us by email and has expressed his concerns.Our sincere apologies for the delivery issues.The Kansas City Star Customer Service Department

Please disregard the letter received Old balance was written offWe do not report to a credit agency, Customers credit will not be affectedThank you!

Mr. [redacted] ,I apologize for the delivery issues you have experienced. We will contact the carrier delivering this area immediately to correct you service. I am also sorry you did not receive a call back. Please feel free to contact me directly if you have any further delivery... concerns. [redacted] Audience Distribution and Delivery Director [redacted]

Mr [redacted] ,I again apologize for the delivery issues you recently had Hopefully you have seen improvement since the last correspondence.Customers may choose to have credit applied to their account when they report a service issue When an account is credited, it moves the account pay through date forward, thus delaying the next payment Sincerely, [redacted]

Very nice subscriber reports good service Except missed the paper and special edition on November 8th I promised to get that in the mail to him today.He has local number to call if he has any more problems