I apologize that the wait times for an operator are long. Our two call centers takes call for over newspapers, but not getting a return call is not acceptable. I will forward this information on to the call center supervisor to look into. I have cancelled the
subscription effective Sunday 12/31. There will not be anymore deductions to the customer checking account
Customer service cannot stopped an active account because another account was started at the same address. Without being told we have no reason to think the existing account needs to be stopped. When a subscriber starts a subscription it is their responsibility to call and cancel the
subscription when it is no longer wanted. In keeping with good customer service the account in question will be credited for the first days in NovemberThe subscriber will owe the remaining balance on the account
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11975044, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
Leslie Smith
In reviewing the information for this account, it is apparent that both calls made, were to cancel the account. Each time, a date was given to the customer as to when the account would be cancelled. The account was finally cancelled on the third call the customer made. A
refund of the remaining money on the account, $42.79, was processed as soon as the account was stopped. An additional refund of 75.95 will be processed for a total refund of $118.74, along with our sincere apologies
Temporary stops are not considered "total cancellation". When a subscriber goes on line to temporarily stop their service and before they submit the stop there is a paragraph explaining "During your vacation hold, your full access subscription will continue, and the regular credit attributed
to providing home delivery of the print edition will be applied to your account. You will continue to have full access to our news content and information through the web, the e-Newspaper and all tablet and mobile apps." Each time Mrs***'s service was placed on temporary stop, it was stopped "vacation" with a restart date to restart service or "vacation will call to restart" The total content charges for each time Mrs***'s account was placed on temporary vacation hold was $26.41. A refund for was processed on July 8th when Mrs*** permanently cancelled her service. As a good faith gesture I will process an additional refund of for the content charges
The district manager reports that the carrier leaves the paper in the lobby of the apartment building, but he did have a substitute on his route for weeks. The regular carrier is back and there should not be anymore issues. The DM called the customer, no answer, left a
message with contact info for customer to call him
I just spoke to the customer on MondayCustomer is a Sunday only subscriber. The service cannot be stopped until Sunday, 1/A refund cannot be processed until the subscription is stopped in our system. Once the subscription is in stop status a refund will automatically be processed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI understood the initial fee of $and found out later about the $I verified with the rep THREE times that it was a 1-time $feeHe confirmed that it wasI am very disappointed about this. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Correct the customer signed up for a paper subscription online, February 4, 2017. The subscription was active for a year. There were no calls on the account, until the cancellation. When a dispute arises, Company policy is, refund back to six months
After reviewing this customers account, there were no record of calls prior to the call on 9/to cancel. In keeping with good customer relations, this customers account will be credited for the amount due on the account
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me.
Regards,
*** ***
I am NOT accepting Gannett’s response that the complaint is resolved.There was to be a Small Business hearing on the matter on June 14th, but I dismissed it and it was not held.Despite that, my complaint remained unresolvedAs far as I know there is no legal matter remaining.Please reopen the complaint for additional reviewThe matter will be resolved from my view when they provide the prizes indicated by their Bracket Challenge Official Rules.Please contact me at *** *** when you get a chance.Thank you and regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
In reviewing the account, the customer was charged When she disputed the charge with her credit card company, that payment was returned. The customer was charged that went through in NovemberA refund of will be processed and sent to the customer
Our sales manager said it would appear that the emails the customer received were in errorWhile the customer did sign up for subscriptions of Sunday only for $per week term (x $26.00), these emails sent after the fact made things confusing for the customerThus, if the customer wants subscriptions for $for weeks each, I am willing to divide over months for a total of $per month for the next months if it means satisfying the customer and earning their business back
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
The district manager contacted the customer and apologized for the delivery issues. He assured the customer that the Sunday service would resume Sunday 2/5. The district manager verified with the customer and the Sunday delivery was made on Sunday 2/5. Customers account
has been credited for the non-deliveries in January
The district manager has contacted the carrier to ensure he has the correct address. The DM and staff have been checking the address to ensure delivery is madeThe DM is trying to contact the customer to verify that he is getting his paper
I apologize that the wait times for an operator are long. Our two call centers takes call for over newspapers, but not getting a return call is not acceptable. I will forward this information on to the call center supervisor to look into. I have cancelled the
subscription effective Sunday 12/31. There will not be anymore deductions to the customer checking account
Customer service cannot stopped an active account because another account was started at the same address. Without being told we have no reason to think the existing account needs to be stopped. When a subscriber starts a subscription it is their responsibility to call and cancel the
subscription when it is no longer wanted. In keeping with good customer service the account in question will be credited for the first days in NovemberThe subscriber will owe the remaining balance on the account
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11975044, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
Leslie Smith
In reviewing the information for this account, it is apparent that both calls made, were to cancel the account. Each time, a date was given to the customer as to when the account would be cancelled. The account was finally cancelled on the third call the customer made. A
refund of the remaining money on the account, $42.79, was processed as soon as the account was stopped. An additional refund of 75.95 will be processed for a total refund of $118.74, along with our sincere apologies
17.25, plus setup fee charged, is being processed for refund
Temporary stops are not considered "total cancellation". When a subscriber goes on line to temporarily stop their service and before they submit the stop there is a paragraph explaining "During your vacation hold, your full access subscription will continue, and the regular credit attributed
to providing home delivery of the print edition will be applied to your account. You will continue to have full access to our news content and information through the web, the e-Newspaper and all tablet and mobile apps." Each time Mrs***'s service was placed on temporary stop, it was stopped "vacation" with a restart date to restart service or "vacation will call to restart" The total content charges for each time Mrs***'s account was placed on temporary vacation hold was $26.41. A refund for was processed on July 8th when Mrs*** permanently cancelled her service. As a good faith gesture I will process an additional refund of for the content charges
The district manager reports that the carrier leaves the paper in the lobby of the apartment building, but he did have a substitute on his route for weeks. The regular carrier is back and there should not be anymore issues. The DM called the customer, no answer, left a
message with contact info for customer to call him
I just spoke to the customer on MondayCustomer is a Sunday only subscriber. The service cannot be stopped until Sunday, 1/A refund cannot be processed until the subscription is stopped in our system. Once the subscription is in stop status a refund will automatically be processed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI understood the initial fee of $and found out later about the $I verified with the rep THREE times that it was a 1-time $feeHe confirmed that it wasI am very disappointed about this. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Correct the customer signed up for a paper subscription online, February 4, 2017. The subscription was active for a year. There were no calls on the account, until the cancellation. When a dispute arises, Company policy is, refund back to six months
After reviewing this customers account, there were no record of calls prior to the call on 9/to cancel. In keeping with good customer relations, this customers account will be credited for the amount due on the account
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me.
Regards,
*** ***
I am NOT accepting Gannett’s response that the complaint is resolved.There was to be a Small Business hearing on the matter on June 14th, but I dismissed it and it was not held.Despite that, my complaint remained unresolvedAs far as I know there is no legal matter remaining.Please reopen the complaint for additional reviewThe matter will be resolved from my view when they provide the prizes indicated by their Bracket Challenge Official Rules.Please contact me at *** *** when you get a chance.Thank you and regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
In reviewing the account, the customer was charged When she disputed the charge with her credit card company, that payment was returned. The customer was charged that went through in NovemberA refund of will be processed and sent to the customer
Our sales manager said it would appear that the emails the customer received were in errorWhile the customer did sign up for subscriptions of Sunday only for $per week term (x $26.00), these emails sent after the fact made things confusing for the customerThus, if the customer wants subscriptions for $for weeks each, I am willing to divide over months for a total of $per month for the next months if it means satisfying the customer and earning their business back
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
The district manager contacted the customer and apologized for the delivery issues. He assured the customer that the Sunday service would resume Sunday 2/5. The district manager verified with the customer and the Sunday delivery was made on Sunday 2/5. Customers account
has been credited for the non-deliveries in January
The district manager has contacted the carrier to ensure he has the correct address. The DM and staff have been checking the address to ensure delivery is madeThe DM is trying to contact the customer to verify that he is getting his paper