Lifetouch

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ I have been informed that customer service received confirmation from Ms [redacted] that she has received the portraits, a digital download and also a refundMs [redacted] is pleased with the resolution of this matter Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Pictures were sent and order was refunded

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to meI appreciate your follow up and help in resolving the issues I have experienced Regards, [redacted]

Our territory manager has informed me that she was able to access the prom event from May and has extended the deadline until June 30, Mr [redacted] should now be able to access the site and place his order (he has until June 30, 2016) The territory manager has sent an email to Mr [redacted] informing him of this

I also wanted to mention our customer service representative is going to check back with Mr [redacted] to ensure the orders have arrived and they are to his satisfaction

We have contacted Mr [redacted] and apologized for this situationWe have contacted our finance department and they have confirmed that they have had the check removed from collectionsWe informed Mr [redacted] of this and let them know that they can keep the package that was sent to them for free for the inconvenience

We have made multiple attempts to contact Mrs [redacted] by phone but we have been unable to reach them and have only been able to leave voicemailsWe have also emailed them but we have not received a responseIf Mrs [redacted] would like to provide us with an optimal time to reach them we will be happy to get in contact with her

On April 6th, our customer service representative attempted to contact Ms [redacted] by phone and email to discuss the matter, but was unsuccessful in connecting with Ms [redacted] The representative did leave contact information for Ms [redacted] to get back to him On April 8th Ms [redacted] contacted the customer service representative via email reiterating her dissatisfaction with the photographer that took her daughter's photo Ms [redacted] stated that she wanted nothing from us, but a refund The customer service representative responded to Ms [redacted] email to inform her that her refund in the amount of $had been processed on April 5, and asked Ms [redacted] what would be a good time to contact her to discuss this matter The customer service representative heard back from Ms [redacted] on April 12th and Ms [redacted] stated that she does not need any further follow up on this matter other than the refund that has already been processed We will respect Ms [redacted] wishes to make no further contact

I am rejecting this response because:Apparently they did not read the entire complaint, as the special edition issue was not the primary issueThe major issue is I was charged times in a week period in their attempt to recoup previous charges that were deemed inappropriate by my credit card since services were not receivedI have recapped it below for the company.We placed a vacation hold 12/9-17/with our held papers to be delivered on 12/As with the four previous vacation holds, first it was not stopped on time, second the papers were not delivered at the end of the holdIt took another four days of calling before I received a portion of the papersThe Dispatch representatives offered no apologies, compensation or effort with regards to our issueSince I had no other recourse, I finally filed a complaint with our credit card over the December bill as services were not as promisedWhen the Dispatch was notified of the dispute by my credit card, they opted to cancel my automatic payment following our 1/3/payment without notificationOn 2/our papers stopped being deliveredI finally reached Roger on 2/who was unsure why our automatic payment was cancelled but showed we were paid through 2/from the January paymentHe stated there was a past due amount of $which was for the disputed December bill, plus the papers delivered from 2/8-I explained the issues with the December deliveries and we came to the agreement that I owed the days in February, plus I would have to pay the next month ($23.99) for service to resumeI paid $that day for my paper to resume on 2/On 2/I was charged for another month’s service, and again on 3/Apparently the Dispatch applied the dispute from my credit card to January, also news to me despite all of the previous conversations with the DispatchI was informed I am still liable for the disputed amount despite the fact the papers were not deliveredI have now been charged times by the Dispatch over a week period for monthly deliveries (I was just charged today for April)According to my most recent conversation with a manager, with today’s charge, we were paid through 5/12, he extended that to 5/out of pityDesired Outcome/SettlementDesired Settlement: Billing AdjustmentI pay $for days of serviceI am not going to pay for December since nearly half of the month I did not get a paper, plus this has happened times in the pastThis matter has already been settled with our credit card companyI paid for the days I owed from February, plus the next month on 2/26/18, which would result in our account being paid through 3/The 2/payment extends that through 4/26, 3/payment through 5/Finally, the payment I was just charged today would extend that through 6/The Dispatch needs to correct their charges to my account to reflect these overcharges and not charge my account a monthly fee until 6/

Initial Business Response / [redacted] (1000, 7, 2016/02/08) */ I have been informed by our customer service representative that on February 2nd, they left a voicemail message for Ms [redacted] with their contact informationOn that same day, the representative also sent Ms [redacted] an email apologizing that Ms [redacted] had not received her daughter's portraits and informed Ms [redacted] that a full refund was being processedOn February 3rd the customer service representative left another voicemail message informing Ms [redacted] that they found out the order had been expedited and was to have been delivered on January 27thOn February 5th the customer service representative received cofirmation from Ms [redacted] that her order had been receivedOur customer service representative is going to check back with Ms [redacted] in a day or two to confirm receipt of the refund Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally received my portraits, but not on the 27thI appreciate the refund, although it was not requestedIt is very disappointing to me it took a complaint to the Revdex.com for Lifetouch to make it rightThank you Revdex.com for being an advocate of the consumer

Initial Business Response / [redacted] (1000, 8, 2015/11/16) */ Our customer service representative has been unsuccessful in connecting with Ms [redacted] , but has left voice mail messages with call back informationIn order to resolve this matter and issue a refund, customer service needs to hear back from Ms [redacted] to obtain additional information Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Refund receivedThere was no need for me to contact customer service back for a fifth time Final Consumer Response / [redacted] (2000, 11, 2015/11/18) */

April 19, RE: [redacted] [redacted] ** [redacted] Complaint: # [redacted] Please accept this as confirmation that we have received the rejection of the resolution to [redacted] ’s complaintWe are sorry that he believes his issues were not addressed, and we will be happy to explain more thoroughlyMr [redacted] has recapped his complaint and begins by detailing his issues with his vacation hold Mr [redacted] was given credit for the vacation pack that was not delivered for the period covering 12-9-to 12-17-This is the “partial credit” that Victor (an agent) explained to Mr [redacted] Regarding all of the aggravation he experienced when trying to understand the billing issues, we apologized and stated that these will be used as a training tool with the agents to improve communication moving forwardRegarding the credit card that was canceled on his account, when Mr [redacted] disputed his charge the credit card was canceled for his protection so that no further charges to his card would occur This resulted in a paper invoice being generated and mailed to Mr [redacted] via USPS That was mailed 1-24-and advised him of payment due including the past due amountWhen the bill was not paid, it resulted in his account being stopped for nonpayment Mr [redacted] detailed his charges and paid to dates and his frustration with what he believed to be “convoluted math, fees, and ‘special edition fees’ to overcharge him for his monthly serviceThis is not the caseAs stated in the previous reply the fees for the Premium Editions will accelerate the expiration date of the termThis is true of all debits and credits applied, which can cause a subscription paid to date to be shortened or lengthened As all payments are taken up to days prior to the expiration date this may result in payments being close together at times This happened in Mr [redacted] ’s case as there were premium edition charges, the disputed charge, and the stop for nonpaymentAs an example, his payment of $on 1-2-paid the account to 2-3-When the charge was disputed it brought the paid to date back to 1-3-Therefore, payments were taken to bring his account up to date In both Mr [redacted] ’s original complaint and his rejection of the resolution, he had stated the following as his “Desired Settlement”: ‘The Dispatch needs to correct their charges to my account to reflect these overcharges and not charge my account a monthly fee until 6/25.’ These were not overcharges, but we have honored his request and brought his paid to date to 6-30-by crediting his account for the premium fees he had been charged which had caused his subscription length to shortenAgain, the full details of these premiums are on subscriber invoices, our website dispatch.com/termsofsale, and in Readers Services on PageAof the Columbus Dispatch We hope this has addressed in more detail the questions that Mr [redacted] hadAs stated in the previous response we believe this is fair and in agreement to what he requested in his desired settlement and that the adjustments were made on his account accordingly Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I have made contact with the Church divisionI am not waiting to receive my new disc with all imagesThank you

As stated in our letter, what you refer to as an invoice was a reminder notice I have been informed by our operations manager that you will not be charged for any photos, there will not be any impact on your credit rating and you face no consequences With the spring portrait program, there is no obligation to purchase; some or all of the portraits may be purchased or the portraits can simply be returned

I have been informed by our customer service representative that our lab showed that a picture package order had been sent to Ms***, but there was no indication of receipt of the order The photos are being reprinted and will be expedited to Ms*** The order will be shipped with a tracking number so we can follow the status Our customer service representative has contacted Ms [redacted] to inform her of the actions that are being taken Customer service will follow up with Ms [redacted] in approximately one week to confirm receipt of the order

We contacted Mrs [redacted] and we were able to send them a new link for the missing digital imageMrs [redacted] has confirmed that she received it and everything was correct with itWe also provided the customer with a full refund of $for the inconvenienceMrs [redacted] was happy with the resolution and stated that she needed no further assistance at this time

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ I have been informed by our customer service representative that they have spoken with Mr [redacted] and Mr [redacted] confirmed that he has received the portraitsMr [redacted] also received a credit card refund in the amount of $

Dear Mrs [redacted] , Please accept this as confirmation that we are in receipt of your complaint to the Revdex.com regarding our vacation policy creditWe sincerely apologize for any frustration or misunderstanding that this has caused The policy of the Columbus Dispatch is that we no longer provide credit for vacations less than daysWe do offer the option of having your papers held while you are away and delivered upon your return The reason for the continued charge is that your subscription includes unlimited digital access that you can access from a computer, tablet or mobile device so you can stay up to date on your entire hometown, national and international news That being said, we do understand that not all subscribers utilize this feature, and we will be happy to credit your account for the time period you were awayUsing the dates you provided, February 3, through February 27, 2016, we have applied $to your accountThis brings your new “paid through” date to 06-11- We hope this is satisfactory to you and shows our continued commitment to customer satisfactionWe appreciate your alerting us to your concern, and giving us the opportunity to resolve it Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.yes, thank you very much I am looking forward to a better product It is a shame that this could not have been handled better without the help of the Revdex.com!thank you, [redacted] ***

Please accept this as confirmation that we are in receipt of your email sent to the Revdex.com regarding your Billing/Collection issuesWe appreciate your contacting us, and would like to apologize for any frustration or misunderstanding that has occurred In reviewing your account, you were a Sunday Only subscriber in January at rate of $per month (3-month rate of 29.87) On 4-13-14, your rate increased to $per monthWith regard to the price change on your subscription, our system is such that rate increases are generated automatically, much like the cable companies, phone, and internet This price was reflected on your invoice, which resulted in your paying the 3- month rate of $ We can certainly understand, however, that having been at the rate of $for so long it was easy to overlook the increaseTo show our continued commitment to working with our subscribers, at your request we have credited your account for $and requested that this amount be refunded to youWe are in the process of a vendor conversion so please allow up to 3- weeks for your refund check to arriveIn addition, we have placed a price change and frequency of delivery change on your accountThis will provide delivery of both the Saturday and Sunday paper, for the rate of per month This rate is guaranteed for six months, as it is a promotional rateIt is possible that the rate will increase after that time We hope that you are agreeable to thisWe appreciate the opportunity to address your concerns, and should you have any further questions, please feel free to contact me directly at either my email below, or my direct number xxxxxxxxx Thank you / [redacted] Style Definitions */