The customer most definitely ordered the subscription on 2/5/through our website. There is no other way we could have obtained her credit card information had she not supplied it. To close this complaint we will give a Sunday only subscription for months starting Sunday 5/13. The refund for the other six months has been processed
In reviewing this account I see that the 1st refund request was denied. Even though the customer said calls were placed several times to cancel the service, there were no calls reporting any service issues the whole time this account was active, January to May
2016. There is a record of a call to cancel service, reason, changed mind on May 14th to cancel effective May 2016. In keeping with good customer service we will refund customer
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,
** ***
I would still like to know why my check that was written for $was submitted as And the refund should be for $not $ I never received a newspaper and they need to acknowledge this But I will accept their refund Even though they shorted me $
The customer is receiving the paper in error. The service was cancelled on 1/6/18. I will contact the manager, he will speak to the carrier and instruct him to stop delivering since the account is inactive. The balance due on the account will be cleared off
In reviewing the account, there are no records of calls about service issues or to cancel the service, until August 13, 2016. Our policy on refunds is months. Even though there were no records of service/cancellation calls, a refund for the last months can be refunded,
$
The customer’s account was reviewed. Service was supposed to have started on 2/13/18. We had no indication that there were service issues, until the 1st call about service issues was reported on 2/27/18, two days before the service was cancelled. It was reported then, that the
paper was delivered to the wrong location and the customer wanted the paper delivered to the door. The customer service rep saved the stop and entered a message to deliver to the door. There was also a damaged paper/notice for the same day (2/27) reported online through the web. On 3/1, another damaged paper/notice was reported online through the web. Also on 3/1/a called was placed to customer service and service was cancelled effective 3/2/18. We have a partnership newspaper that delivers our product, in Hardin and surrounding counties. They said they do honor requests to deliver to the door. They are looking into the breakdown of getting that message to the carrier.I have reached out to the customer service department and asked them to review the calls the customer made to their office. I apologize for the delivery service and the customer service that the customer had to endure in trying to get issues resolved. I am mailing the papers the customer requested. The 1st four papers of the subscription 2/13, 2/14, 2/15, 2/and the two damaged papers from 2/and 3/
The statement for was a July statement for June and July. By the time the customer called to pay the statement and update card information another statement was mailed out in August for for June thru August. The customer service operator updated the card and
processed a payment of the 87.07. The same day the system updated and also processed a payment, for the last statement of 133.90. On August 16th a refund of was processed. The paid account for June thru August. The service was not cancelled as per the customer's requestAnother refund of will be processed for a total refund of 133.90. A compromise has been reached and the customer has agreed to continue with his service
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
RevDex.com:
I have reviewed the response made by the business in reference to *** ** *** 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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
The kiosk offer was a month for months, plus the customer received a gift card. The the customers mentions is the setup fee, not the monthly rate of the paper. The 4.99 was charged at the time of the order, when the customer paid 19.99, for the service and
for the setup. It sounds as if the offer was not explained properly or the customer misunderstood the offer and the set up charge. After the service was cancelled a refund of was issued. In keeping with good customer service an additional refund of will processed for total refund of
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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 looking at the account I determined that the wrong rate code was entered for the special. I have refunded the 30.99 back to the customers credit card. The service will continue at the rate the customer was offered, 10.83 per month for the 1st 6 months.
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]
Accounts placed on hold and not cancelled do continue to incur content charges as the customer still has access to the content through their smart phone, computer, tablet etc. The only charge that stops is the delivery fee for the delivery of the physical newspaper. With that...
being explained, in listening to the call I find that the customer service rep did not do an effective job explaining the "hold" to our customer. The account is being cleared of all charges with our apologies.
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. I was not told by the rep that it would not be cancelled until after Sunday. I have checked it today and it has been cancelled and I have received my refund. Thank you.
Regards,
[redacted]
I do apologize that the subscriber had difficulty reaching someone to cancel his service. Our call center has been experiencing high call volumes during the holiday season. In checking the account the subscribers paper was cancelled effective January 3rd.
Mr. [redacted] was on a 1/2 price promo. That promo ended on 4/1 and there was no call to cancel after the promo ended so the account was charged, not overcharged on 4/3 for the full price after the promo. When specials end, the rate goes to full rate. If the customer does not want...
the service after the special ends, they will need to call and cancel. This is explained to all customers when they are started on a special. On 4/5 Mr. [redacted] did call to cancel, reason promo over. Then on 4/19 he restarted on a 3 for 1 promo. The promo ran for the correct time 4/18 - 7/18. A refund was not processed when he cancelled on 4/5, but the funds were used towards his restarted service on 4/19. When Mr. [redacted] promo ended on 7/18, there was no call to cancel so the rate changed and Mr. [redacted] was charged, not overcharged 10.67 to pay his service through 8/30. When Mr. [redacted] did cancel his service on 8/16, 9.06 was remaining on the account and was refunded.In good faith, we can restart him on his free month and a refund for 6.91 has been processed.
When a vacation is entered and before final processing the following information is displayed for the customer: "During you 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 and information through the web, the e-newspaper and all tablet and mobile apps". Because of this access accounts are still charged during vacation periods. If the carrier did not deliver the paper after the restart date in April, I can refund April, May and June payments.
Mr*** took this to court and it may take some time. As soon as I hear back I will respond
The customer most definitely ordered the subscription on 2/5/through our website. There is no other way we could have obtained her credit card information had she not supplied it. To close this complaint we will give a Sunday only subscription for months starting Sunday 5/13. The refund for the other six months has been processed
In reviewing this account I see that the 1st refund request was denied. Even though the customer said calls were placed several times to cancel the service, there were no calls reporting any service issues the whole time this account was active, January to May
2016. There is a record of a call to cancel service, reason, changed mind on May 14th to cancel effective May 2016. In keeping with good customer service we will refund customer
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,
** ***
I would still like to know why my check that was written for $was submitted as And the refund should be for $not $ I never received a newspaper and they need to acknowledge this But I will accept their refund Even though they shorted me $
The customer is receiving the paper in error. The service was cancelled on 1/6/18. I will contact the manager, he will speak to the carrier and instruct him to stop delivering since the account is inactive. The balance due on the account will be cleared off
In reviewing the account, there are no records of calls about service issues or to cancel the service, until August 13, 2016. Our policy on refunds is months. Even though there were no records of service/cancellation calls, a refund for the last months can be refunded,
$
The customer’s account was reviewed. Service was supposed to have started on 2/13/18. We had no indication that there were service issues, until the 1st call about service issues was reported on 2/27/18, two days before the service was cancelled. It was reported then, that the
paper was delivered to the wrong location and the customer wanted the paper delivered to the door. The customer service rep saved the stop and entered a message to deliver to the door. There was also a damaged paper/notice for the same day (2/27) reported online through the web. On 3/1, another damaged paper/notice was reported online through the web. Also on 3/1/a called was placed to customer service and service was cancelled effective 3/2/18. We have a partnership newspaper that delivers our product, in Hardin and surrounding counties. They said they do honor requests to deliver to the door. They are looking into the breakdown of getting that message to the carrier.I have reached out to the customer service department and asked them to review the calls the customer made to their office. I apologize for the delivery service and the customer service that the customer had to endure in trying to get issues resolved. I am mailing the papers the customer requested. The 1st four papers of the subscription 2/13, 2/14, 2/15, 2/and the two damaged papers from 2/and 3/
The statement for was a July statement for June and July. By the time the customer called to pay the statement and update card information another statement was mailed out in August for for June thru August. The customer service operator updated the card and
processed a payment of the 87.07. The same day the system updated and also processed a payment, for the last statement of 133.90. On August 16th a refund of was processed. The paid account for June thru August. The service was not cancelled as per the customer's requestAnother refund of will be processed for a total refund of 133.90. A compromise has been reached and the customer has agreed to continue with his service
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
RevDex.com:
I have reviewed the response made by the business in reference to *** ** *** 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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
The kiosk offer was a month for months, plus the customer received a gift card. The the customers mentions is the setup fee, not the monthly rate of the paper. The 4.99 was charged at the time of the order, when the customer paid 19.99, for the service and
for the setup. It sounds as if the offer was not explained properly or the customer misunderstood the offer and the set up charge. After the service was cancelled a refund of was issued. In keeping with good customer service an additional refund of will processed for total refund of
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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 looking at the account I determined that the wrong rate code was entered for the special. I have refunded the 30.99 back to the customers credit card. The service will continue at the rate the customer was offered, 10.83 per month for the 1st 6 months.
Customer no longer wanted the service, the service should have been stopped. A refund for 5.77 is being processed.
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]
Accounts placed on hold and not cancelled do continue to incur content charges as the customer still has access to the content through their smart phone, computer, tablet etc. The only charge that stops is the delivery fee for the delivery of the physical newspaper. With that...
being explained, in listening to the call I find that the customer service rep did not do an effective job explaining the "hold" to our customer. The account is being cleared of all charges with our apologies.
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. I was not told by the rep that it would not be cancelled until after Sunday. I have checked it today and it has been cancelled and I have received my refund. Thank you.
Regards,
[redacted]
I do apologize that the subscriber had difficulty reaching someone to cancel his service. Our call center has been experiencing high call volumes during the holiday season. In checking the account the subscribers paper was cancelled effective January 3rd.
Mr. [redacted] was on a 1/2 price promo. That promo ended on 4/1 and there was no call to cancel after the promo ended so the account was charged, not overcharged on 4/3 for the full price after the promo. When specials end, the rate goes to full rate. If the customer does not want...
the service after the special ends, they will need to call and cancel. This is explained to all customers when they are started on a special. On 4/5 Mr. [redacted] did call to cancel, reason promo over. Then on 4/19 he restarted on a 3 for 1 promo. The promo ran for the correct time 4/18 - 7/18. A refund was not processed when he cancelled on 4/5, but the funds were used towards his restarted service on 4/19. When Mr. [redacted] promo ended on 7/18, there was no call to cancel so the rate changed and Mr. [redacted] was charged, not overcharged 10.67 to pay his service through 8/30. When Mr. [redacted] did cancel his service on 8/16, 9.06 was remaining on the account and was refunded.In good faith, we can restart him on his free month and a refund for 6.91 has been processed.
When a vacation is entered and before final processing the following information is displayed for the customer: "During you 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 and information through the web, the e-newspaper and all tablet and mobile apps". Because of this access accounts are still charged during vacation periods. If the carrier did not deliver the paper after the restart date in April, I can refund April, May and June payments.