Madison Newspapers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards,

In regards to the missing paper complaints, I do not show a complaint entered or credited for Jan so I have added that complaint and credit for $and I see Jan 14th was entered and credited $as well The subscription period in question for the Dec 21st payment was to pay for wks from Dec 27th through March 26th
There were premium days in this subscription period that shorted the end date for the Dec date and the Jan 27th date for $each which would have shorted the payment for a little less than a week back to about March 21st for $ Then on March 1st there were some additional credits added that looks like from a call from the customer and the subscription currently is now paid through April 13thHere is what is listed in the paper explaining premium days and how it affects a customers subscription This will be updated in the next day or two as we have another premium day scheduled April 27th that I was just notified on
SUBSCRIPTION INFORMATION:
For information on delivery frequencies and terms call toll free 1-800-362-8333, 6:a.mto p.mdaily; 6:a.mto noon Saturday, 7:a.mto a.mSunday/Holidays. All subscriptions may include up to five premium issues per year. Your account will incur an additional charge of up to $in the billing period when the premium edition publishes. As a result, home delivery subscribers of Premium Day papers will see a slight reduction in their subscription length to offset all premium day charges. The following are our upcoming or recent Premium Days and charges: March 25, 2015, YES Lifestyle Spring edition $2.00, September 23, 2015, Better $3.00, November 26, 2015, Thanksgiving Day $4.00, December 23, 2015, Yes New Technology New You and Year in Review $2.00, January 27, Better $3.00. The Thanksgiving Day premium paper will be delivered to all carrier home-delivered subscribers no matter what their subscription is. The other Premium Day issues will only be charged and delivered to those customers who subscribe to that day’s paper. Premium Day deliveries are subject to change with a two week notice. For any questions, please call customer service at 1-800-362-8333.
I hope this explains the acct was credited for what is needed and was charged for premium day as listed and given additional credits The premium day charges started back in Nov and we have anywhere from 4-in a year If any other information is needed let me know Thank you

In regards to the missing paper complaints, I do not show a complaint entered or credited for Jan so I have added that complaint and credit for $and I see Jan 14th was entered and credited $as well The subscription period in question for the Dec 21st payment was to pay for
wks from Dec 27th through March 26thThere were premium days in this subscription period that shorted the end date for the Dec date and the Jan 27th date for $each which would have shorted the payment for a little less than a week back to about March 21st for $ Then on March 1st there were some additional credits added that looks like from a call from the customer and the subscription currently is now paid through April 13thHere is what is listed in the paper explaining premium days and how it affects a customers subscription This will be updated in the next day or two as we have another premium day scheduled April 27th that I was just notified on
SUBSCRIPTION INFORMATION:
For information on delivery frequencies and terms call toll free 1-800-362-8333, 6:a.mto p.mdaily; 6:a.mto noon Saturday, 7:a.mto a.mSunday/Holidays. All subscriptions may include up to five premium issues per year. Your account will incur an additional charge of up to $in the billing period when the premium edition publishes. As a result, home delivery subscribers of Premium Day papers will see a slight reduction in their subscription length to offset all premium day charges. The following are our upcoming or recent Premium Days and charges: March 25, 2015, YES Lifestyle Spring edition $2.00, September 23, 2015, Better $3.00, November 26, 2015, Thanksgiving Day $4.00, December 23, 2015, Yes New Technology New You and Year in Review $2.00, January 27, Better $3.00. The Thanksgiving Day premium paper will be delivered to all carrier home-delivered subscribers no matter what their subscription is. The other Premium Day issues will only be charged and delivered to those customers who subscribe to that day’s paper. Premium Day deliveries are subject to change with a two week notice. For any questions, please call customer service at 1-800-362-8333.
I hope this explains the acct was credited for what is needed and was charged for premium day as listed and given additional credits The premium day charges started back in Nov and we have anywhere from 4-in a year If any other information is needed let me know Thank you

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August 27,
Dear Revdex.com,
I made two initial attempts to contact this customer upon
receiving their complaint from you.
After both of these went unanswered by the customer I contacted the
carrier who delivers to them. The carrier
went to the customer's house and talked to Mrs[redacted] about the missed delivery
issues and they worked that out between them.
After they had that resolved the carrier asked about the possible damage
to the vehicle the customer thought a newspaper had done. Mrs[redacted] took the carrier to the vehicle but
she could not find the scratches and the carrier was unable to see any damage
either. I tried again to contact the
customer after the carrier relayed this information to me and was unsuccessful
once again. We have not given the
customer any credit to their subscription at this time as they requested as we
do not feel that it is warranted. We
feel we have done everything on our part at this time to resolve this to the
customer's satisfaction.
Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,

Review: I have been billed multiple times a month for advertizing from Madison.com/[redacted] and havent recieved the promised refund and continue to be billed after asking to be removed from the advertizing service. I am now owed $300 and continue to be billed after they said I have canceled my advertizment with madison.com (billed by [redacted] ###-###-#### )Desired Settlement: I want at least the $300 I am owed, but would like a total refund for everything I have been put through. Would like to also not be BILLED ANY MORE!!!

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: ###-###-####

Contact Email: [redacted]

The customer received credit of $297 as a result of the issues he had. This customer had three issues arise out

of our contact with him, 1 system issue, 1 human error issue, and 1 process timing issue:

First, the customer was "double billed" June 15 due to a billing system error. Effectively, there was a problem in

the billing system and the attempt to correct the problem resulted in erroneously billing the customer again. In an

attempt to reconcile this with the customer, we both agreed to use the extra payment from June for July. That is,

he would not be billed again in July.

In an effort to correct the problem, we gave credit for July to another customer with a nearly identical name, in

error. As a result of using the wrong account, the original account was billed in July charging the customer.

Third, on July 15, we found the credit error and that he was billed again. On 7/22, our customer account

manager emailed our Billing Department to have the credit issued.

The customer cancelled service and we agreed to a full refund of 3x$99.00 ($297) of the overcharges. In order

to ensure proper financial controls, our refunds are processed at a regional finance center in [redacted]. Due

to vacation schedules the process was delayed by a week.

The customer escalated on Friday, 8/16 and we created a work around by having the assistant controller from

another office process the refund on 8/16/2013 via an e-terminal process at the amount of $297. Our

understanding is that he talked with our Customer Account Supervisor and was satisfied with the outcome.

Over the course of the account we talked with him at least monthly and more so in July and August as these

issues arose. In total, he was billed $792, we refunded $297, and have retained $495 for services rendered

since February.

In order to prevent this type of issue from occurring again, we will be

* working with the regional billing center to identify a solution for the refund delay,

* We have resolved the double-billing issue, and

* We are requesting that our Customer Account Managers have access to handle these types of issues at the

point of customer contact to help eliminate errors due to transferring customers from one department to another.

Review: our newspaper is suppose to be delivered to our home, we are not getting it and the few times they have delivered it was on my top of my car which scratch it. we have been getting the paper for over 13 yrs at this address so not sure what the deal is again as to why we are not getting the paper.Desired Settlement: want free 7 day a week paper for 1 year with no issues of non delivery or damage to my property and that the paper be left in the same area in the driveway. no tears in bag as when it rains or snows the paper gets wet as the bag has torn from being thrown and sliding across the driveway.

Business

Response:

Review: On January 9 and again on January 14 we did not receive our Wisconsin State Journal. I called WSJ and they said that they would credit our account. On March 3 we once again did not receive our paper. Again, I called and again they said they would credit my account. This time I had my current bill in hand. There was no credit to our account for the January newspapers that we did not receive, so I questioned the bill.On Dec. 15, 2015 I sent a check for $94.25 to renew my subscription for 13 weeks. My bill stated that I was paid through January 2, 2016.On the bill that I had just received it stated that I was paid through March 22, 2016. According to my calculations, 13 weeks is 91 days.When I count the days between January 2 and March 22 I get 80 days. That is not the 91 days that I paid for, nor does it account for the credit of 2 days that should have received. I was then told by the WSJ rep on the phone that there are special premium newspapers (which I did not know about) and there is an extra charge for those and they are deducted from amount that I paid. The bill does not show any cost for premium newspapers. The bill doesn't show any credits that I was promised. The bill shows that I did not get what I paid for. The bill states that I get 13 weeks of newspapers for a cost of $94.25. I am dissatisfied with the deceptive way that WSJ collects for newspapers and then doesn't deliver what is paid for in advance. The service has been terrible, we receive our newspapers at any time of the morning and have to walk out the mailbox multiple times a morning.Desired Settlement: I think that Madison Newspapers (Wisconsin State Journal) should change their billing practices and print the full cost of the newspaper on their bills. If there is a cost for a premium newspaper, it should be on the bill. When there are credits due to a customer, it should be printed on the bill. If they are indeed selling the newspaper for $94.25 for 13 weeks, the customer should receive 91 days of newspapers, not something "close" to that number of days. I would like to see the corrections made to my bill on paper. I would like to see exactly what I am paying for, not just a "guesstimate'.

Business

Response:

In regards to the missing paper complaints, I do not show a complaint entered or credited for Jan 9 so I have added that complaint and credit for $0.54 and I see Jan 14th was entered and credited $0.54 as well. The subscription period in question for the Dec 21st payment was to pay for 13 wks from Dec 27th through March 26th. There were 2 premium days in this subscription period that shorted the end date for the Dec 23 date and the Jan 27th date for $3 each which would have shorted the payment for a little less than a week back to about March 21st for $6. Then on March 1st there were some additional credits added that looks like from a call from the customer and the subscription currently is now paid through April 13th.Here is what is listed in the paper explaining premium days and how it affects a customers subscription. This will be updated in the next day or two as we have another premium day scheduled April 27th that I was just notified on. SUBSCRIPTION INFORMATION: For information on delivery frequencies and terms call toll free 1-800-362-8333, 6:30 a.m. to 5 p.m. daily; 6:30 a.m. to noon Saturday, 7:30 a.m. to 11 a.m. Sunday/Holidays. All subscriptions may include up to five premium issues per year. Your account will incur an additional charge of up to $4.00 in the billing period when the premium edition publishes. As a result, home delivery subscribers of Premium Day papers will see a slight reduction in their subscription length to offset all premium day charges. The following are our upcoming or recent Premium Days and charges: March 25, 2015, YES Lifestyle Spring edition $2.00, September 23, 2015, Better $3.00, November 26, 2015, Thanksgiving Day $4.00, December 23, 2015, Yes New Technology New You and Year in Review $2.00, January 27, 2016 Better $3.00. The Thanksgiving Day premium paper will be delivered to all carrier home-delivered subscribers no matter what their subscription is. The other Premium Day issues will only be charged and delivered to those customers who subscribe to that day’s paper. Premium Day deliveries are subject to change with a two week notice. For any questions, please call customer service at 1-800-362-8333. I hope this explains the acct was credited for what is needed and was charged for premium day as listed and given additional credits. The premium day charges started back in Nov 2012 and we have anywhere from 4-6 in a year. If any other information is needed let me know. Thank you.

Business

Response:

In regards to the missing paper complaints, I do not show a complaint entered or credited for Jan 9 so I have added that complaint and credit for $0.54 and I see Jan 14th was entered and credited $0.54 as well. The subscription period in question for the Dec 21st payment was to pay for 13 wks from Dec 27th through March 26th. There were 2 premium days in this subscription period that shorted the end date for the Dec 23 date and the Jan 27th date for $3 each which would have shorted the payment for a little less than a week back to about March 21st for $6. Then on March 1st there were some additional credits added that looks like from a call from the customer and the subscription currently is now paid through April 13th.Here is what is listed in the paper explaining premium days and how it affects a customers subscription. This will be updated in the next day or two as we have another premium day scheduled April 27th that I was just notified on. SUBSCRIPTION INFORMATION: For information on delivery frequencies and terms call toll free 1-800-362-8333, 6:30 a.m. to 5 p.m. daily; 6:30 a.m. to noon Saturday, 7:30 a.m. to 11 a.m. Sunday/Holidays. All subscriptions may include up to five premium issues per year. Your account will incur an additional charge of up to $4.00 in the billing period when the premium edition publishes. As a result, home delivery subscribers of Premium Day papers will see a slight reduction in their subscription length to offset all premium day charges. The following are our upcoming or recent Premium Days and charges: March 25, 2015, YES Lifestyle Spring edition $2.00, September 23, 2015, Better $3.00, November 26, 2015, Thanksgiving Day $4.00, December 23, 2015, Yes New Technology New You and Year in Review $2.00, January 27, 2016 Better $3.00. The Thanksgiving Day premium paper will be delivered to all carrier home-delivered subscribers no matter what their subscription is. The other Premium Day issues will only be charged and delivered to those customers who subscribe to that day’s paper. Premium Day deliveries are subject to change with a two week notice. For any questions, please call customer service at 1-800-362-8333. I hope this explains the acct was credited for what is needed and was charged for premium day as listed and given additional credits. The premium day charges started back in Nov 2012 and we have anywhere from 4-6 in a year. If any other information is needed let me know. Thank you.

Consumer

Response: