This letter is in response to complaint submitted to The Revdex.com by [redacted] on July 13th, Subscriber refund was processed July 9th, Subscriber should allow up to business days for money to be refunded to the credit card on fileIf 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 02/16/we called and spoke with [redacted] He had spoken with our call center on 12/18/to set up a subscription for his father at [redacted] *** The representative assured him that this address was carrier deliverable when in fact it is not He made a payment of $by a credit card The subscription never activated I explained this to Mr [redacted] and apologized for the incorrect information We will refund him fully back to his card I asked him to allow 3-business days for complete processing The agent also provided him my direct contact information 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] ***Unfortunately, our vendor failed to contact the customer regarding the double chargeWe have contacted the vendor regarding this practice and they will be held accountableWe will contact the customer to discuss this situation and we will refund any double charges made on the credit card on fileIf there are any further questions please feel free to contact me at ###-###-####[redacted] ***Chief Financial OfficerThe Roanoke Times [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 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 The issue should have been fixed the first time we called on January 14, 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] The subscribers account has been credited each time she has called with non-delivery of her newspaperThe Discover Magazine and Thanksgiving edition of The Roanoke Times are considered premium editionsAs such, the customer is charged a premium price for those editionsIf 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 pricingThe subscriber has not opted out of these premium editionsAs such, the cost of these premium editions adjusted the subscribers account to be in arrearsThe subscribers account has been credited for the Discover Magazine and Thanksgiving premium editions that were receivedThis brings the current paid thru date to 10/23/The subscriber’s regular monthly payment will be charged as scheduled on 10/25/The subscribers account has been automatically opted out of receiving the Discover Magazine and the Thanksgiving editionThe subscriber can change the opt-out by contacting the customer service departmentIf 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 subscription was entered as a week subscription instead of a week subscription on September 3, The customer’s account received a $credit on August 17, because of the incorrect rateWe will issue a refund due to the subscription error that occurred last yearIf there are any further questions please feel free to contact me at [redacted] [redacted] Circulation Director
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.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,***
This letter is in response to complaint submitted to The Revdex.com by [redacted] on January 17th, The Roanoke Times contacted the subscriber and provided details of her accountThe subscriber will be provided a detailed statement of her accountIf there are any further questions please feel free to contact me at ###-###-####[redacted] ***Circulation DirectorThe Roanoke Times [redacted] ***Roanoke, VA
This letter is in response to complaint submitted to The Revdex.com by [redacted] *** on 10/11/2017.Customer has been contacted and issue resolvedCustomer 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 [redacted] Spoke with customer and assured her all issues would be resolvedShe has correct contact information and we will be checking on her service to ensure delivery is excellentIf there are any further questions please feel free to contact me at [redacted] [redacted] ***Chief Financial Officer
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]
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]
This letter is in response to complaint submitted to The Revdex.com by [redacted] on April 6th, The complainant’s refund will be processed with the regular weekly refund batchBank cards require 3-days for the bank to credit it back to the person’s account depending on the bankPaper checks are mailed from Richmond and depending on mail time could take 10-days to reach addresseeIf there are any further questions please feel free to contact me at [redacted] ***Circulation DirectorThe Roanoke Times [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]
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 issueMs [redacted] has been contacted and is receiving the paper in her Roanoke Times tubeMs [redacted] was also contacted and given the Circulation Director’s phone number if the issue occurs againIf 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] ***.All Auto-Pay subscribers were mailed the attached letter in July explaining theaddition of the Discover MagazineThe letter explains to Auto-Pay subscribers how toopt out of the magazine and the Thanksgiving paperMr [redacted] has received DiscoverMagazines and a Thanksgiving newspaper since this letter thus reducing his expirationdateMr***'s account suspended due to the past due balanceHis account wasrestarted and he was given a $credit on his account to bring him up to dateThepayment Mr [redacted] made on 5/paid his subscription up until 7/02/Mr [redacted] wascharged the $on his regular Auto-Pay date of the 5th of the month since he hadreceived the magazine in his newspaper on 5/26/The $will be refunded to hisaccount and into his bank accountDepending on bank procedures Mr [redacted] will receivehis $refund within 10-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***'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] 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 officeWe 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
This letter is in response to complaint submitted to The Revdex.com by [redacted] Customer has paid $since 7/26/We refunded $on 9/reducing the liability to $Customer owed $on account from 6/02/until the account was stopped on 7/18/ This reduces the refund customer is owed to $This amount will be submitted and processed by 1/21/Refund to credit card will be made in 3-business daysIf there are any further questions please feel free to contact me at [redacted] [redacted] ***Circulation DirectorThe Roanoke Times [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] ***
This letter is in response to complaint submitted to The Revdex.com by [redacted] on July 13th, Subscriber refund was processed July 9th, Subscriber should allow up to business days for money to be refunded to the credit card on fileIf 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 02/16/we called and spoke with [redacted] He had spoken with our call center on 12/18/to set up a subscription for his father at [redacted] *** The representative assured him that this address was carrier deliverable when in fact it is not He made a payment of $by a credit card The subscription never activated I explained this to Mr [redacted] and apologized for the incorrect information We will refund him fully back to his card I asked him to allow 3-business days for complete processing The agent also provided him my direct contact information 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] ***Unfortunately, our vendor failed to contact the customer regarding the double chargeWe have contacted the vendor regarding this practice and they will be held accountableWe will contact the customer to discuss this situation and we will refund any double charges made on the credit card on fileIf there are any further questions please feel free to contact me at ###-###-####[redacted] ***Chief Financial OfficerThe Roanoke Times [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 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 The issue should have been fixed the first time we called on January 14, 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] The subscribers account has been credited each time she has called with non-delivery of her newspaperThe Discover Magazine and Thanksgiving edition of The Roanoke Times are considered premium editionsAs such, the customer is charged a premium price for those editionsIf 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 pricingThe subscriber has not opted out of these premium editionsAs such, the cost of these premium editions adjusted the subscribers account to be in arrearsThe subscribers account has been credited for the Discover Magazine and Thanksgiving premium editions that were receivedThis brings the current paid thru date to 10/23/The subscriber’s regular monthly payment will be charged as scheduled on 10/25/The subscribers account has been automatically opted out of receiving the Discover Magazine and the Thanksgiving editionThe subscriber can change the opt-out by contacting the customer service departmentIf 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 subscription was entered as a week subscription instead of a week subscription on September 3, The customer’s account received a $credit on August 17, because of the incorrect rateWe will issue a refund due to the subscription error that occurred last yearIf there are any further questions please feel free to contact me at [redacted] [redacted] Circulation Director
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.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,***
This letter is in response to complaint submitted to The Revdex.com by [redacted] on January 17th, The Roanoke Times contacted the subscriber and provided details of her accountThe subscriber will be provided a detailed statement of her accountIf there are any further questions please feel free to contact me at ###-###-####[redacted] ***Circulation DirectorThe Roanoke Times [redacted] ***Roanoke, VA
This letter is in response to complaint submitted to The Revdex.com by [redacted] *** on 10/11/2017.Customer has been contacted and issue resolvedCustomer 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 [redacted] Spoke with customer and assured her all issues would be resolvedShe has correct contact information and we will be checking on her service to ensure delivery is excellentIf there are any further questions please feel free to contact me at [redacted] [redacted] ***Chief Financial Officer
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]
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]
This letter is in response to complaint submitted to The Revdex.com by [redacted] on April 6th, The complainant’s refund will be processed with the regular weekly refund batchBank cards require 3-days for the bank to credit it back to the person’s account depending on the bankPaper checks are mailed from Richmond and depending on mail time could take 10-days to reach addresseeIf there are any further questions please feel free to contact me at [redacted] ***Circulation DirectorThe Roanoke Times [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]
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 issueMs [redacted] has been contacted and is receiving the paper in her Roanoke Times tubeMs [redacted] was also contacted and given the Circulation Director’s phone number if the issue occurs againIf 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] ***.All Auto-Pay subscribers were mailed the attached letter in July explaining theaddition of the Discover MagazineThe letter explains to Auto-Pay subscribers how toopt out of the magazine and the Thanksgiving paperMr [redacted] has received DiscoverMagazines and a Thanksgiving newspaper since this letter thus reducing his expirationdateMr***'s account suspended due to the past due balanceHis account wasrestarted and he was given a $credit on his account to bring him up to dateThepayment Mr [redacted] made on 5/paid his subscription up until 7/02/Mr [redacted] wascharged the $on his regular Auto-Pay date of the 5th of the month since he hadreceived the magazine in his newspaper on 5/26/The $will be refunded to hisaccount and into his bank accountDepending on bank procedures Mr [redacted] will receivehis $refund within 10-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***'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] 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 officeWe 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
This letter is in response to complaint submitted to The Revdex.com by [redacted] Customer has paid $since 7/26/We refunded $on 9/reducing the liability to $Customer owed $on account from 6/02/until the account was stopped on 7/18/ This reduces the refund customer is owed to $This amount will be submitted and processed by 1/21/Refund to credit card will be made in 3-business daysIf there are any further questions please feel free to contact me at [redacted] [redacted] ***Circulation DirectorThe Roanoke Times [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] ***