The customer’s account was changed to Sunday only effective the 1st of February. However the account was so far in arrears the system automatically stopped the account, non-payment. In October customer's rate was going to change from 22.08 to 10.83 per month, however service was...
stopped September 19th. When service restarted on 10/3, the rate was 28.18 w/TV Book per month, and customer only paid 10.83 for October thru January, 17.35 difference per month. I will write off the difference, 17.35 x 4 months = 69.40. I can resume the delivery on March 5th at the rate of 17.04 per month w/TV Book.
Our apologies that the previous request for refund was not processed. A refund of 10.37 is being processed. The customers payment method was removed from the account so the refund will be in the form of a check.
Customers account was paid in full through December 2017. Any charges incurred on and after January 1 2018 have been cleared from the account. Customer doesn't owe and will not be billed for service after December 31 2017.
In reviewing the account I find that the customer entered a vacation stop on 1/11 for 1/12, through the web. Then on 1/19 there was a vacation restart and a vacation stop effective 1/20, also through the web. The carrier started the service, but...
stopped delivering the paper once he realized the account was inactive. The account will be reactivated for Thursday morning 2/15.
Bureau:
I have reviewed the response 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.Newspaper was initially supposed to be cancelled on Jan 1 or 2nd. That was my first call to customer service. I would like to have a paid in full bill in writing to clear my account.
Regards,
[redacted]
In reviewing the account a refund request was automatically placed on the account the same day the subscription was cancelled, 2/6/18. The pay date was 2/8/18. In checking with the finance department, the refund was in a form of check and mailed to the Plymouth Rd. address. As of...
today their records show the check is still outstanding. That check is being voided and another check is being processed and mailed to the [redacted]
[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 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]
Account was reviewed and service started January 7, 2017. The special offer the service was started on was 17.25 per month, plus tax, 18.29 total. There were 2 months when there were premium sections in one of the Sunday papers and those two months were billed additional $1.06...
for a total of $19.35. There were no calls on this account for the month of February to cancel service. The only called on account was the call the customer made on July 11th to cancel service. Even though the customer reports that the account could not be found, the operator she spoke to at 2:55p stopped service effective July 12th. The [redacted]pay method of payment was canceled as well. A refund of $12.70 ($$ on account after cancellation) was processed upon cancellation of service. In keeping with good customer service and giving the customer the benefit of the doubt, an additional refund of $99.14 will be processed, bringing total refund to $111.84.
-----Original Message----- From: [redacted] This is to inform you that this morning the puzzle books thai I had not received from the Courier Journal were left at my door. It would of been nice if I had an explanation, nevertheless, I appreciate that I have received them. [redacted]
Whenever a customer starts a subscription, whether it is a special or regular priced subscription it is the responsibility of the subscriber to call and cancel if they no longer want the subscription. The [redacted] special states under "The Fine Print" Limit 1 p/p, may buy 1...
additional as gift. Valid only for those who have not subscribed in the past 60 days. Valid only in areas where home delivery is available. Not valid with other offers. After the promo period ends, the Full Access subscription will continue and be billed monthly at the regular rate, less any applicable credits, unless The Courier-Journal is otherwise notified. Taxes not included. After the promotional period ends, if you decide to cancel your subscription, you may contact The Courier-Journal.In keeping with good customer service, the balance on the account has been cleared.
The rate the consumer is referring to is for Sunday only service. I had the order pulled and the Kiosk salesperson has 17.25 written on the order. This for daily and Sunday, 7 day service. The amount charged (23.57) was daily/Sunday service 8/25 - 9/30 and the one-time setup fee of...
4.99. The setup fee is non-refundable. The difference after setup fee is 18.57 - 7.00, difference is 11.57. Even though the consumer has been receiving the service, the account is currently in arrears for 29.52. Since the order form doesn't reflect what the consumer said she was told and in keeping with good customer relations, I will refund 11.57, plus write off the balance due of 29.52.
Although customer states she ordered the paper at a kiosk on July 22nd and the order was back dated to an earlier date, it not possible. A back date cannot be entered for a subscription, only future dates can be entered. In looking at the account the start date that the operator gave the...
customer was from 2014 not 2016. I called the customer to verify that the amount paid was 23.57 and not 26.00. It was confirmed that it was 23.57. A refund of 23.57 was processed on 7/30. I let the customer know that she should receive the refund in 5 - 10 business days, not 3.
Revdex.com:
I have reviewed the response 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.
I Jane not received my puzzle book nor has my apt no [redacted] appeared on the sleeve of the paper
Regards,
[redacted]
I would like to apologize for this subscribers frustration for being missed two Sundays in a row. I checked into the next day redelivery. There was not a redelivery request for Sunday June 11th, but a "miss credit account" was entered. There was a request for...
re-delivery entered for Sunday June 18th. I spoke to the DM about the next day re-delivery as the message goes out to the carrier to redeliver the paper the next day. He said that the sub on the route quit after Sunday June 18th delivery. He kept any papers he left over and would not return the DM's calls. To compensate for the problem of the redelivery, I have credited the subscribers account for one month. I have also put the coupons for those two Sundays in the mail to the subscriber.
Mr. [redacted] cancelled his service online in November 2014. He did not enter a permanent stop. He entered a vacation stop with a restart date for service effective 4/12/15. When a subscriber enters a vacation stop, the delivery fee for the newspaper is stopped and the...
content charge continues as subscriber's continue to have full access to our news and information through the web, the e-newspaper and all tablet and mobile apps. We handled the account according to the information entered online.
Revdex.com:
I have reviewed the response 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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
I will be willing to accept the the 6 month refund with 6 months of paper services. I never signed up for a paper subscription and I never received any delivered papers. They have collected 6 months of paper payments without my knowing and if they want me to accept this offer I want the 6 months of paper service I paid for.
Regards,
[redacted]
The customers subscription was stopped on 6/14, "Hospital will/call", which is a temporary stop. The physical paper is stopped, but the customer has access 24/7 from their tablet, smart phone, computer etc. If sounds as if the CSR did not explain this to the customer. A refund of...
The customer’s account was changed to Sunday only effective the 1st of February. However the account was so far in arrears the system automatically stopped the account, non-payment. In October customer's rate was going to change from 22.08 to 10.83 per month, however service was...
stopped September 19th. When service restarted on 10/3, the rate was 28.18 w/TV Book per month, and customer only paid 10.83 for October thru January, 17.35 difference per month. I will write off the difference, 17.35 x 4 months = 69.40. I can resume the delivery on March 5th at the rate of 17.04 per month w/TV Book.
Our apologies that the previous request for refund was not processed. A refund of 10.37 is being processed. The customers payment method was removed from the account so the refund will be in the form of a check.
Customers account was paid in full through December 2017. Any charges incurred on and after January 1 2018 have been cleared from the account. Customer doesn't owe and will not be billed for service after December 31 2017.
Gannett reached out to Mr. [redacted] with an offer of settlement, the offer was rejected. Gannet will continue to work toward a resolve.
In reviewing the account I find that the customer entered a vacation stop on 1/11 for 1/12, through the web. Then on 1/19 there was a vacation restart and a vacation stop effective 1/20, also through the web. The carrier started the service, but...
stopped delivering the paper once he realized the account was inactive. The account will be reactivated for Thursday morning 2/15.
Better Business...
Bureau:
I have reviewed the response 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.Newspaper was initially supposed to be cancelled on Jan 1 or 2nd. That was my first call to customer service. I would like to have a paid in full bill in writing to clear my account.
Regards,
[redacted]
In reviewing the account a refund request was automatically placed on the account the same day the subscription was cancelled, 2/6/18. The pay date was 2/8/18. In checking with the finance department, the refund was in a form of check and mailed to the Plymouth Rd. address. As of...
today their records show the check is still outstanding. That check is being voided and another check is being processed and mailed to the [redacted]
[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 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]
Account was reviewed and service started January 7, 2017. The special offer the service was started on was 17.25 per month, plus tax, 18.29 total. There were 2 months when there were premium sections in one of the Sunday papers and those two months were billed additional $1.06...
for a total of $19.35. There were no calls on this account for the month of February to cancel service. The only called on account was the call the customer made on July 11th to cancel service. Even though the customer reports that the account could not be found, the operator she spoke to at 2:55p stopped service effective July 12th. The [redacted]pay method of payment was canceled as well. A refund of $12.70 ($$ on account after cancellation) was processed upon cancellation of service. In keeping with good customer service and giving the customer the benefit of the doubt, an additional refund of $99.14 will be processed, bringing total refund to $111.84.
-----Original Message----- From: [redacted] This is to inform you that this morning the puzzle books thai I had not received from the Courier Journal were left at my door. It would of been nice if I had an explanation, nevertheless, I appreciate that I have received them. [redacted]
Whenever a customer starts a subscription, whether it is a special or regular priced subscription it is the responsibility of the subscriber to call and cancel if they no longer want the subscription. The [redacted] special states under "The Fine Print" Limit 1 p/p, may buy 1...
additional as gift. Valid only for those who have not subscribed in the past 60 days. Valid only in areas where home delivery is available. Not valid with other offers. After the promo period ends, the Full Access subscription will continue and be billed monthly at the regular rate, less any applicable credits, unless The Courier-Journal is otherwise notified. Taxes not included. After the promotional period ends, if you decide to cancel your subscription, you may contact The Courier-Journal.In keeping with good customer service, the balance on the account has been cleared.
The account was stopped 1/28/18. The balance due of 12.95 will be cleared from the account.
The "SPORTS ON AIR" has not been discontinued. We moved it to the "SCORECARD" page, which is usually toward the back of the sports section.
The rate the consumer is referring to is for Sunday only service. I had the order pulled and the Kiosk salesperson has 17.25 written on the order. This for daily and Sunday, 7 day service. The amount charged (23.57) was daily/Sunday service 8/25 - 9/30 and the one-time setup fee of...
4.99. The setup fee is non-refundable. The difference after setup fee is 18.57 - 7.00, difference is 11.57. Even though the consumer has been receiving the service, the account is currently in arrears for 29.52. Since the order form doesn't reflect what the consumer said she was told and in keeping with good customer relations, I will refund 11.57, plus write off the balance due of 29.52.
Although customer states she ordered the paper at a kiosk on July 22nd and the order was back dated to an earlier date, it not possible. A back date cannot be entered for a subscription, only future dates can be entered. In looking at the account the start date that the operator gave the...
customer was from 2014 not 2016. I called the customer to verify that the amount paid was 23.57 and not 26.00. It was confirmed that it was 23.57. A refund of 23.57 was processed on 7/30. I let the customer know that she should receive the refund in 5 - 10 business days, not 3.
Revdex.com:
I have reviewed the response 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.
I Jane not received my puzzle book nor has my apt no [redacted] appeared on the sleeve of the paper
Regards,
[redacted]
I would like to apologize for this subscribers frustration for being missed two Sundays in a row. I checked into the next day redelivery. There was not a redelivery request for Sunday June 11th, but a "miss credit account" was entered. There was a request for...
re-delivery entered for Sunday June 18th. I spoke to the DM about the next day re-delivery as the message goes out to the carrier to redeliver the paper the next day. He said that the sub on the route quit after Sunday June 18th delivery. He kept any papers he left over and would not return the DM's calls. To compensate for the problem of the redelivery, I have credited the subscribers account for one month. I have also put the coupons for those two Sundays in the mail to the subscriber.
Mr. [redacted] cancelled his service online in November 2014. He did not enter a permanent stop. He entered a vacation stop with a restart date for service effective 4/12/15. When a subscriber enters a vacation stop, the delivery fee for the newspaper is stopped and the...
content charge continues as subscriber's continue to have full access to our news and information through the web, the e-newspaper and all tablet and mobile apps. We handled the account according to the information entered online.
Revdex.com:
I have reviewed the response 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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
I will be willing to accept the the 6 month refund with 6 months of paper services. I never signed up for a paper subscription and I never received any delivered papers. They have collected 6 months of paper payments without my knowing and if they want me to accept this offer I want the 6 months of paper service I paid for.
Regards,
[redacted]
The customers subscription was stopped on 6/14, "Hospital will/call", which is a temporary stop. The physical paper is stopped, but the customer has access 24/7 from their tablet, smart phone, computer etc. If sounds as if the CSR did not explain this to the customer. A refund of...
86.51 is being processed.