I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] And [redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The Roanoke Times left me one voice mail. They have not contacted me by email. I sent an email to the address at which I was contacted in July. That email "bounced". Here is the copy, sent to [redacted] and undeliverable at that address:Dear Ms. [redacted], We received the newest edition of Discover Magazine, and I assume we were also charged for it. Your email indicated that we were removed from the mailing list for Discover Magazine, which we never requested and did not wish to be billed for. I don’t know how to protest strongly enough that I believe this to be an unethical business practice. Please cancel our Roanoke Times subscription. -The [redacted]s From: ROA Discover Mag Sent: Tuesday, July 12, 2016 2:30 PM To: [redacted] Subject: RE: opt out Mr. [redacted], Thank you for contacting The Roanoke Times. Per your request we have permanently removed you from the mailing list for our Discover Magazine. [redacted]The Roanoke Times[redacted]
The problem is that the roanoke Times continues to bill people for unrequested merchandise, and the opt out procedure is quite difficult. Then, one must spend a good deal of time following up to see that opt-out is actually followed. I suspect that many people are unaware they are even being billed extra.
Regards,
[redacted]
This letter is in response to complaint submitted to The Revdex.com by [redacted]. Unfortunately, we contracted with an outside customer service vendor and that vendor failed to enter complaints, follow up on callbacks or escalate the complaints with our Roanoke office. We will...
have a manager contact the customer immediately and resolve all issues to ensure the customer remains a Roanoke Times customers. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation Director
I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Since they have our debit card on file there is absolutely no reason that our payments should not be made on time. The billing issue is their problem and not ours. If our card had expired and the information had not been updated then I would find the response acceptable, however, our card does not expire until May 2016. The issue should have been fixed the first time we called on January 14, 2016 and our subscription should not have been canceled a second time within a month. We appreciate the credit since we did not receive our newspaper but feel they need to determine what internal issues caused the billing issue.
Regards,
[redacted]
This letter is in response to complaint submitted to The Revdex.com by [redacted] on 01/10/2018.Subscriber has been contacted to confirm delivery. Credit has been issued for days subscriber did not receive newspaper. Our customer service staff will continue to check with...
subscriber to verify delivery.If there are any further questions please feel free to contact me at [redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted]. Mr. [redacted] updated his credit card on 4/05/2016. In addition to Mr. [redacted]’s account being updated with his new credit card information the customer service representative inadvertently placed Mr....
[redacted]’s payment information on another account. Mr. [redacted]’s credit card was charged in April, May, June, and July for the wrong account. Mr. [redacted] disputed these charges with his bank which in turn disputed them with The Roanoke Times. Mr. [redacted]’s credit card information has been removed from the incorrect account. In regards to Mr. [redacted]’s account, $18.62 was drafted from his account in April and May. Mr. [redacted] stopped his account 05/24/16. The Roanoke Times does not have a record of a transaction on Mr. [redacted]’s account in June. The account was stopped so no withdrawal would have been requested. Mr. [redacted] should check his credit card account and if there is charges on his account for the $18.62 on June 6th please provide a copy of the credit card statement immediately. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation DirectorThe Roanoke Times
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.Hi there,ID # [redacted]-The Roanoke TimesThe complaint that was filed against the Roanoke Times has been satisfied. The overcharges have been credited back to the initial method of payment. Thank you for your assistance with this and your prompt follow-up.Thanks,[redacted]
This letter is in response to complaint submitted to The Revdex.com by [redacted].Customer’s account was cancelled on February 5, 2016. I have restored the account to the balance of $119.60, the disputed payment that was processed on 2/02/2016. A refund in the amount of $119.60 will...
be processed in 3-5 business days and mailed. Please allow 10-14 business days for the mail to deliver the refund. Customers balance from January 12, 2016 to February 2, 2016 will be credited to account, no payment is necessary at this time. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation Director
This letter is in response to complaint submitted to The Revdex.com by[redacted].All Auto-Pay subscribers were mailed the attached letter in July 2015 explaining theaddition of the Discover Magazine. The letter explains to Auto-Pay subscribers how toopt out of the magazine and the...
Thanksgiving paper. Mr. [redacted] has received 3 DiscoverMagazines and a Thanksgiving newspaper since this letter thus reducing his expirationdate. Mr. [redacted]'s account suspended due to the past due balance. His account wasrestarted and he was given a $15.00 credit on his account to bring him up to date. Thepayment Mr. [redacted] made on 5/31 paid his subscription up until 7/02/16. Mr. [redacted] wascharged the $1.95 on his regular Auto-Pay date of the 5th of the month since he hadreceived the magazine in his newspaper on 5/26/16. The $1.95 will be refunded to hisaccount and into his bank account. Depending on bank procedures Mr. [redacted] will receivehis $1.95 refund within 10-14 days.[redacted] attempted to contact Mr. [redacted] but was unsuccessful in contactinghim on 6/7/16.In addition, a new tube will be installed at Mr. [redacted]'s residence on6/17/16.If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted]. Spoke with customer and assured her all issues would be resolved. She has correct contact information and we will be checking on her service to ensure delivery is excellent. If there are any further questions please feel free to contact me at [redacted].[redacted]Chief Financial Officer
This letter is in response to complaint submitted to The Revdex.com by [redacted] [redacted] August 4th, 2017.Refund has been processed onto the credit card on file ending in [redacted]. Depending on subscribers bank it may take 3-5 days to post.If there are any further questions please feel...
free to contact me at [redacted]Circulation DirectorThe Roanoke Times
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. It has been resolved.
Regards,
[redacted]
This letter is in response to complaint submitted to The Revdex.com by [redacted]. The District Manager for the route contacted the carrier and corrected the issue. Ms. [redacted] has been contacted and is receiving the paper in her Roanoke Times tube. Ms. [redacted] was also...
contacted and given the Circulation Director’s phone number if the issue occurs again. If there are any further questions please feel free to contact me at 5[redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted]. Unfortunately, our vendor failed to contact the customer regarding the double charge. We have contacted the vendor regarding this practice and they will be held accountable. We will contact the...
customer to discuss this situation and we will refund any double charges made on the credit card on file. If there are any further questions please feel free to contact me at ###-###-####.[redacted]Chief Financial OfficerThe Roanoke Times[redacted]
This letter is in response to complaint submitted to The Revdex.com by [redacted] and [redacted] on July 21st, 2017The customer’s account has been stopped in the circulation system effective 07/19/17. The phone number associated with the account has been added to our internal DO NOT CALL...
list. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted] on 10/11/2017.Customer has been contacted and issue resolved. Customer given contact information if any future issues arise.If there are any further questions please feel free to contact me at...
[redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by Linda Daniel on 01/24/2018.All subscriber invoices include the message that premium pricing will “result in a slightly earlier renewal date”. I have included a copy of our renewal invoice for your records. In...
addition, subscribers account has been opted out of the Discover magazines. The subscriber will not receive the subscriber magazine nor will they be charged for them. However, the subscriber has not opted out of the Thanksgiving newspaper. The Thanksgiving newspaper has a related premium charge of an additional $3.00 (this is included on the invoice). This will result in a slightly earlier renewal date. If subscriber wishes to opt out of the Thanksgiving issue they can contact our customer service department at [redacted] or me at the number below and we can opt them out of the Thanksgiving edition. Currently the subscriber’s expiration date is 12/22/2018. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted]. The subscribers account has been credited each time she has called with non-delivery of her newspaper. The Discover Magazine and Thanksgiving edition of The Roanoke Times are considered premium...
editions. As such, the customer is charged a premium price for those editions. If the customer does not wish to receive the Discover Magazine or the Thanksgiving edition at the premium pricing, the customer can opt out of receiving these editions and will not be charged the premium pricing. The subscriber has not opted out of these premium editions. As such, the cost of these premium editions adjusted the subscribers account to be in arrears. The subscribers account has been credited for the Discover Magazine and Thanksgiving premium editions that were received. This brings the current paid thru date to 10/23/2016. The subscriber’s regular monthly payment will be charged as scheduled on 10/25/2016. The subscribers account has been automatically opted out of receiving the Discover Magazine and the Thanksgiving edition. The subscriber can change the opt-out by contacting the customer service department. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted] on January 17th, 2017. The Roanoke Times contacted the subscriber and provided details of her account. The subscriber will be provided a detailed statement of her account. If there are any...
further questions please feel free to contact me at ###-###-####.[redacted]Circulation DirectorThe Roanoke Times[redacted]Roanoke, VA 24010
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] And [redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The Roanoke Times left me one voice mail. They have not contacted me by email. I sent an email to the address at which I was contacted in July. That email "bounced". Here is the copy, sent to [redacted] and undeliverable at that address:Dear Ms. [redacted], We received the newest edition of Discover Magazine, and I assume we were also charged for it. Your email indicated that we were removed from the mailing list for Discover Magazine, which we never requested and did not wish to be billed for. I don’t know how to protest strongly enough that I believe this to be an unethical business practice. Please cancel our Roanoke Times subscription. -The [redacted]s From: ROA Discover Mag Sent: Tuesday, July 12, 2016 2:30 PM To: [redacted] Subject: RE: opt out Mr. [redacted], Thank you for contacting The Roanoke Times. Per your request we have permanently removed you from the mailing list for our Discover Magazine. [redacted]The Roanoke Times[redacted]
The problem is that the roanoke Times continues to bill people for unrequested merchandise, and the opt out procedure is quite difficult. Then, one must spend a good deal of time following up to see that opt-out is actually followed. I suspect that many people are unaware they are even being billed extra.
Regards,
[redacted]
This letter is in response to complaint submitted to The Revdex.com by [redacted]. Unfortunately, we contracted with an outside customer service vendor and that vendor failed to enter complaints, follow up on callbacks or escalate the complaints with our Roanoke office. We will...
have a manager contact the customer immediately and resolve all issues to ensure the customer remains a Roanoke Times customers. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation Director
I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Since they have our debit card on file there is absolutely no reason that our payments should not be made on time. The billing issue is their problem and not ours. If our card had expired and the information had not been updated then I would find the response acceptable, however, our card does not expire until May 2016. The issue should have been fixed the first time we called on January 14, 2016 and our subscription should not have been canceled a second time within a month. We appreciate the credit since we did not receive our newspaper but feel they need to determine what internal issues caused the billing issue.
Regards,
[redacted]
This letter is in response to complaint submitted to The Revdex.com by [redacted] on 01/10/2018.Subscriber has been contacted to confirm delivery. Credit has been issued for days subscriber did not receive newspaper. Our customer service staff will continue to check with...
subscriber to verify delivery.If there are any further questions please feel free to contact me at [redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted]. Mr. [redacted] updated his credit card on 4/05/2016. In addition to Mr. [redacted]’s account being updated with his new credit card information the customer service representative inadvertently placed Mr....
[redacted]’s payment information on another account. Mr. [redacted]’s credit card was charged in April, May, June, and July for the wrong account. Mr. [redacted] disputed these charges with his bank which in turn disputed them with The Roanoke Times. Mr. [redacted]’s credit card information has been removed from the incorrect account. In regards to Mr. [redacted]’s account, $18.62 was drafted from his account in April and May. Mr. [redacted] stopped his account 05/24/16. The Roanoke Times does not have a record of a transaction on Mr. [redacted]’s account in June. The account was stopped so no withdrawal would have been requested. Mr. [redacted] should check his credit card account and if there is charges on his account for the $18.62 on June 6th please provide a copy of the credit card statement immediately. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation DirectorThe Roanoke Times
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.Hi there,ID # [redacted]-The Roanoke TimesThe complaint that was filed against the Roanoke Times has been satisfied. The overcharges have been credited back to the initial method of payment. Thank you for your assistance with this and your prompt follow-up.Thanks,[redacted]
This letter is in response to complaint submitted to The Revdex.com by [redacted].Customer’s account was cancelled on February 5, 2016. I have restored the account to the balance of $119.60, the disputed payment that was processed on 2/02/2016. A refund in the amount of $119.60 will...
be processed in 3-5 business days and mailed. Please allow 10-14 business days for the mail to deliver the refund. Customers balance from January 12, 2016 to February 2, 2016 will be credited to account, no payment is necessary at this time. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation Director
This letter is in response to complaint submitted to The Revdex.com by[redacted].All Auto-Pay subscribers were mailed the attached letter in July 2015 explaining theaddition of the Discover Magazine. The letter explains to Auto-Pay subscribers how toopt out of the magazine and the...
Thanksgiving paper. Mr. [redacted] has received 3 DiscoverMagazines and a Thanksgiving newspaper since this letter thus reducing his expirationdate. Mr. [redacted]'s account suspended due to the past due balance. His account wasrestarted and he was given a $15.00 credit on his account to bring him up to date. Thepayment Mr. [redacted] made on 5/31 paid his subscription up until 7/02/16. Mr. [redacted] wascharged the $1.95 on his regular Auto-Pay date of the 5th of the month since he hadreceived the magazine in his newspaper on 5/26/16. The $1.95 will be refunded to hisaccount and into his bank account. Depending on bank procedures Mr. [redacted] will receivehis $1.95 refund within 10-14 days.[redacted] attempted to contact Mr. [redacted] but was unsuccessful in contactinghim on 6/7/16.In addition, a new tube will be installed at Mr. [redacted]'s residence on6/17/16.If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted]. Spoke with customer and assured her all issues would be resolved. She has correct contact information and we will be checking on her service to ensure delivery is excellent. If there are any further questions please feel free to contact me at [redacted].[redacted]Chief Financial Officer
This letter is in response to complaint submitted to The Revdex.com by [redacted] [redacted] August 4th, 2017.Refund has been processed onto the credit card on file ending in [redacted]. Depending on subscribers bank it may take 3-5 days to post.If there are any further questions please feel...
free to contact me at [redacted]Circulation DirectorThe Roanoke Times
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. It has been resolved.
Regards,
[redacted]
This letter is in response to complaint submitted to The Revdex.com by [redacted]. The District Manager for the route contacted the carrier and corrected the issue. Ms. [redacted] has been contacted and is receiving the paper in her Roanoke Times tube. Ms. [redacted] was also...
contacted and given the Circulation Director’s phone number if the issue occurs again. If there are any further questions please feel free to contact me at 5[redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted]. Unfortunately, our vendor failed to contact the customer regarding the double charge. We have contacted the vendor regarding this practice and they will be held accountable. We will contact the...
customer to discuss this situation and we will refund any double charges made on the credit card on file. If there are any further questions please feel free to contact me at ###-###-####.[redacted]Chief Financial OfficerThe Roanoke Times[redacted]
This letter is in response to complaint submitted to The Revdex.com by [redacted] and [redacted] on July 21st, 2017The customer’s account has been stopped in the circulation system effective 07/19/17. The phone number associated with the account has been added to our internal DO NOT CALL...
list. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted] on 10/11/2017.Customer has been contacted and issue resolved. Customer given contact information if any future issues arise.If there are any further questions please feel free to contact me at...
[redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by Linda Daniel on 01/24/2018.All subscriber invoices include the message that premium pricing will “result in a slightly earlier renewal date”. I have included a copy of our renewal invoice for your records. In...
addition, subscribers account has been opted out of the Discover magazines. The subscriber will not receive the subscriber magazine nor will they be charged for them. However, the subscriber has not opted out of the Thanksgiving newspaper. The Thanksgiving newspaper has a related premium charge of an additional $3.00 (this is included on the invoice). This will result in a slightly earlier renewal date. If subscriber wishes to opt out of the Thanksgiving issue they can contact our customer service department at [redacted] or me at the number below and we can opt them out of the Thanksgiving edition. Currently the subscriber’s expiration date is 12/22/2018. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted]. The subscribers account has been credited each time she has called with non-delivery of her newspaper. The Discover Magazine and Thanksgiving edition of The Roanoke Times are considered premium...
editions. As such, the customer is charged a premium price for those editions. If the customer does not wish to receive the Discover Magazine or the Thanksgiving edition at the premium pricing, the customer can opt out of receiving these editions and will not be charged the premium pricing. The subscriber has not opted out of these premium editions. As such, the cost of these premium editions adjusted the subscribers account to be in arrears. The subscribers account has been credited for the Discover Magazine and Thanksgiving premium editions that were received. This brings the current paid thru date to 10/23/2016. The subscriber’s regular monthly payment will be charged as scheduled on 10/25/2016. The subscribers account has been automatically opted out of receiving the Discover Magazine and the Thanksgiving edition. The subscriber can change the opt-out by contacting the customer service department. If there are any further questions please feel free to contact me at [redacted].[redacted]Circulation DirectorThe Roanoke Times
This letter is in response to complaint submitted to The Revdex.com by [redacted] on January 17th, 2017. The Roanoke Times contacted the subscriber and provided details of her account. The subscriber will be provided a detailed statement of her account. If there are any...
further questions please feel free to contact me at ###-###-####.[redacted]Circulation DirectorThe Roanoke Times[redacted]Roanoke, VA 24010
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]