MediaOne of Utah- A Newspaper Agency Corporation

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

I have made contact with this customer and advised him that I have sent information out to the Managers in his area as well as the Vice President of Circulation in order to get this issue resolved. I will be following up with the customer for the next several weeks to ensure that his
issue has been resolved

The information at the address shows that we had sent notice to the carrier to stop delivery of this product back on May 29, 2016.   I have sent notice to the Carrier, his Manager, and the VP of Circulation, advising them that delivery has not stopped per our previous request, and...

requested that they stop delivery of the Money Bags to this address immediately.I attempted to reach the customer regarding this resolution and was only able to leave a voice mail message for him.  I have not heard back from the customer at this point.   I will follow up with the customer for the next 3 weeks, to verify that the service has indeed stopped.

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.
Sincerely,
[redacted]

I have emailed the customer and advised him that we recently received an email request to stop delivery of the Money Bags supplement.  We have already processed that request and the service will stop effective this Sunday, May 8th.I am not sure what may have happened with the previous request...

to stop the delivery, but apologized if it was overlooked.I also informed the customer that I have emailed our Manager, and VP of Circulation of Distribution, to ensure that the service is indeed stopped.  I have provided the customer with my contact information in the event he has any further questions or concerns.

Revdex.com:
The Money bags delivery hasn't stopped yet, but I received a call from Tina at Utah Media Group. She is aware of the problems and will continue to follow up with the carrier and supervisors until the delivery has stopped for at least three weeks. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have contacted the managers in the area as well as our Vice President of Circulation and Distribution concerning this issue.  I will follow up with the customer for 3 weeks to make sure delivery of this product is stopped.

I have notified our managers that this customer is requesting that we stop delivery of this product.   I then attempted to call the customer this past Sunday to confirm that the delivery was indeed stopped. I was unable to reach the customer, but did leave my direct phone number,...

and request that he call me back.   The customer called me back and confirmed that he did not receive the product on Sunday, and will call me if this becomes a problem in the future.I believe this issue is resolved.

I spoke with the customer and advised him that when he signed up for the service on our website,  he had to acknowledge that he had read and agreed to our Terms and Conditions before completing the order.   In those Terms and Conditions the first few lines in the first paragraph advise...

that the service is continuous until stopped by the customer.This customer admitted that he did not take the time to read the Terms and Conditions but did click the box indicating that he did so.  He also selected to have all communication sent via email.   So we did send notice of renewals via email- that he said he did not receive. One the front and back of these renewals it also advises the customer of our continuous delivery policy.Since the customer initiated the order on our website,  we do not have a signature for the order.  I offered to forward to him copies of the calls we made and emails we sent concerning renewal, but he declined.In the end we were able to resolve this issue.

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, but I still wish Utah Media Group would deliver newspapers seven days a week instead of three, and they need to fix their website. The comment section "Fails" every single time you try to contact them. That is why I had to contact the Revdex.com in the first place. They are impossible to reach. 
Sincerely,
[redacted]

I have made contact with this customer, and advised him that we will stop the complimentary issue of the Money Bags to his address as soon as possible.  (Sunday Mar. 20th).  He is satisfied with this resolution.

I have tried to reach this customer to resolve this matter and have been unsuccessful.  I have left two messages on his answering machine requesting he call me back but have received  no response as of today.In reviewing the account I see that we suspended service on 7/18/15 for...

nonpayment, at which time there was a balance owing of $25.87, and the account was sent to collections. The customer did make contact with our office on 7/24/15 and paid the balance in full.   I have also learned that the customer did make contact with Interstate Collections, and they did take a payment from him on 9/17/15, but did not finalize the credit card payment. So the customer's credit card was never charged by them. InterstateI do see a memo on the account that the customer called our office on 9/18, and one of our representatives did have notice sent to Interstate Collections that this account has been resolved.  Interstate Collections has since  acknowledged that they are now aware that the account has been settled with us.At this time we will not be refunding the amount the customer presented to Interstate Collections, and would be more than happy to discuss this further with the customer if he would like to make contact with us.

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.
Sincerely,
Julie [redacted]

I have contacted the customer and advised her that we find no record of her calling our office to cancel the service.  She has provided me with two cell phone number so that we can further research this, and address the issue with our CSR's if we find negligence on our side.In the...

meantime, I have cleared the balance to zero, and sent notice to the Collection Agency that this issue has been resolved.  I have advised the customer that this information will never show up on her credit report.Per the subs request, I am sending her an email confirmation, confirming my actions in regards to this complaint.  She was satisfied with our resolution.

On Friday, 9/1,  I had sent out an email to several people up the chain in order to get the delivery of the Money Bags stopped at this address. I have just spoken with this customer and found out that the product in question was still delivered again this past Sunday, and unfortunately, the...

email did not result in the desired resolution.   So, today I sent out another email letting our Managers know that this situation has not been resolved.  Also, I will personally go in and speak with our Vice President of Circulation to address this concern.  I have advised the customer that I will stay on top of the situation, and make contact with him once an week, and continue to do so until we have this situation resolved to his satisfaction.

In regards to the customer’s
complaint. When you subscribe to our service, the service is ongoing until we
are notified to stop delivery.   I have
talked with this subscriber and informed her that this information was on the
receipt she received from
the solicitor when she...

initiated the service, as well as all
of the renewal statements we sent out.
            We also
follow up these statements with a phone call from a telemarketer when the
account is about four weeks in arrears. 
We have learned that the customer received these calls and advised the
caller that she did not intend to continue delivery because she was unhappy
with the product.  After reviewing the
calls we have found that our representatives neglected to inform the customer
to contact our office to stop the delivery.
After reviewing all of the facts we
clear the owing balance as a courtesy. 
The customer was satisfied with the resolution.

I have made contact with this customer and advised her that her billing period was shortened due to delivery of the Special Editions.  I let her know that the information about Special Editions should have been addressed when she placed her order for delivery of the newspapers. Customers ...

are advisedthat the Special Editions are charged at $3.00 each, if you do not Opt Out of Special Editions, they will shorten you billing period.    (Also, that the information is on the back side of the Solicitor Order Form.)This customer did not Opt Out of Special Editions and had a total of 4 newspapers delivered every Sunday, thus she was being charged a total of $6 against her Tribune account and $6.00 against her Deseret News account every time we sent out the Special Editions.I discussed this with the customer, and advised her that since she was not aware if the Special Editions, and their cost, that I would clear the balances on each account as a courtesy.The customer said that she was satisfied with this resolution.

I made contact with this customer today.   I noted that she had talked with our Circulation Manager on Apr. 13th, and had the opportunity to discuss her concerns with him.  Our manager has already arranged to refund the balance she is requesting. The customer had cancelled her...

account with us as of today, she will be receiving the refund she requested.  However, she did tell me that she is still not happy with our billing practices .Per her request, I  provided her with the name and address of our company, and our CEO, as she is wanting to write to him directly with her concern.

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.
Sincerely,
[redacted]

I have made several attempts to contact this customer and left several messages on the answering machine requesting that they call me back.   I gave given them the  email address that they need to correspond with us,  I have given them my direct phone number, and instructed...

them on how to contact us via live chat.We have addressed the issue of missed deliveries with the managers in charge of distribution in the area for customer.  Due to  the missed deliveries, we have extended service on this account for approximately 6 weeks.   The customer did call and speak with one of our representatives yesterday, and advised her that he is now receiving delivery.I will continue to attempt to reach the customer at least one more time later this week.