On or around July 2, 2015 we received a check from this customer in the amount of$24.75 for her 3- month subscription to The Martinsville Bulletin. The check waserroneously applied to another account. This was unknown until the carrier, thinking thiscustomer had NOT made a payment, stopped delivery...
to her. She called the CirculationDept and complained that she had not received her paper for a few days. She was told,according to our records at the time, that we did not have record of her payment. Shestated that she had indeed made the payment and she was asked to please provide us withany documentation from her bank in order to help us find the discrepancy. She came intothe office or around Sept. 16 and our Circulation Director personally assured her that wewould get the matter resolved as quickly as possible and he apologized for the error. Shethen left the building. Upon research our Circulation Director discovered our error andproceeded to make the correction. He actually put an extra $4.00 on her account when hefixed it (the equivalent to approximately 2 weeks of the paper) to compensate her for theerror.We did unfortunately make an error and as soon as we found out about it we made everyeffort to correct it. We did apologize to Ms. [redacted] as we certainly do care about ourcustomers and we try to give very good service to everyone. We will, however, call her toagain apologize and we will credit her $4.25 (a full month minus the $4.00 we alreadygave her credit for.)Sincerely,[redacted]Martinsville Bulletin
On or around July 2, 2015 we received a check from this customer in the amount of$24.75 for her 3- month subscription to The Martinsville Bulletin. The check waserroneously applied to another account. This was unknown until the carrier, thinking thiscustomer had NOT made a payment, stopped delivery...
to her. She called the CirculationDept and complained that she had not received her paper for a few days. She was told,according to our records at the time, that we did not have record of her payment. Shestated that she had indeed made the payment and she was asked to please provide us withany documentation from her bank in order to help us find the discrepancy. She came intothe office or around Sept. 16 and our Circulation Director personally assured her that wewould get the matter resolved as quickly as possible and he apologized for the error. Shethen left the building. Upon research our Circulation Director discovered our error andproceeded to make the correction. He actually put an extra $4.00 on her account when hefixed it (the equivalent to approximately 2 weeks of the paper) to compensate her for theerror.We did unfortunately make an error and as soon as we found out about it we made everyeffort to correct it. We did apologize to Ms. [redacted] as we certainly do care about ourcustomers and we try to give very good service to everyone. We will, however, call her toagain apologize and we will credit her $4.25 (a full month minus the $4.00 we alreadygave her credit for.)Sincerely,[redacted]Martinsville Bulletin