National Geographic Society

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 because this is the first correspondence ever received from the company in 6 months that has listed the suscriptions correctly. As far as taking me off the general solicitation list I appreciate it greatly though I'm starting to receive requests to renew the present subscriptions that don't expire until summer 2016.
Regards,
[redacted]

September 22, 2014Dear [redacted],I am sorry for the delay in responding. Our Books...

Division has now completed their investigation of this complaint. Be assured that the book in question, The Body, has been cancelled and no money is due at this time. -We have also posted a do not promote to [redacted]’s name, physical address, email address and phone number as provided in the complaint. There may be items already in the system which we are unable to stop. Please allow sufficient time for these items to clear.Sincerely,
Sandra A
Manager, Customer Care

I am sorry to learn that there is a problem with the gift subscription going to [redacted] daughter.
I have reviewed our files and found that we have an order on file for National Geographic Little Kids magazine from [redacted] and going to [redacted] at **...

[redacted].  Little Kids magazine is for children between 3 and 6 years of age and is published 6 times a year: January/February; March/April; May/June; July/August; September/October; November/December.  (Please note that our National Geographic Kids magazine is for children between 6 and 12 years of age and publishes 10 times a year: February; March; April; May; June/July; August; September; October; November; December/January.)  I have requested a copy of the form submitted to the Society for verification of what the donor ordered.Yulina's Little Kids subscription was posted to our files on August 27, 2014.  It can take 4-6 weeks to receive the first issue depending on where we are in the labeling process.  By August 27, we had already selected and mailed the September/October 2014 issue of Little Kids magazine which reaches households the month prior to cover date.  The next available issue of Little Kids to be selected was November/December 2014 issue and should have arrived betwen October 15 and October 31.
Our records indicate that we have mailed 4 issues of Little KIds magazine to [redacted]: November/December 2014; January/February 2015; March/April 2015; and May/June 2015.  We have labeled the July/August issue and will drop that issue into the mail around May 29, 2015 for delivery in June.
Regarding the renewal policy, over 60 years ago the Society adopted a policy to begin to send renewals approximately half way through a membership.  This was to allow members to renew at a time they selected instead of everyone having to pay in December of each year.  As we bagan to publish other titels, this policy was adopted at the default option.  However, it is an option.  We are able to offer other renewal options including a no early renewal option which would begin renewaal notices approximately 3 months prior to expire.  Please keep in mind that our account system will show an account expired for a publication when it is labeled which is approximately 6 weeks prior to cover date.
I Trust this information is helpful.  Please contact me with any further questions or comments.
Sincerly,
Sandra A[redacted]
Manager, Customer Care
###-###-####

since customer is asking for a written confirmation of information, I will respond via regular mail and cc you at Revdex.com.
 
 
Sandy

Dear Revdex.com, Smart Bomb Interactive (publishers of Animal Jam) keeps customer service requests for about a year. The progression from their tickets and records are as follows: - Initial Purchase was made on 5/23/13, all purchases are recurring until they are turned off...

via the activated Parent Dashboard. The Parent Dashboard is still currently not activated by the parent and tied with an email ([redacted]) that was not used when the parent submitted the following requests. The following requests and the Revdex.com complaint are tied to ([redacted]): Contact 1 (Ticket #[redacted]) June 1, 2013:[redacted] Jun 01, 2013 08:43My daughter wants a gift card I want my card info out of your system it won't let me online & after spending a 1/2 hour on hold your system keeps hanging up on me I'm getting sick of the aggravation & I'm to the point I'm ready to tell her she's not allowed to play this anymore.               We respond asking him for required billing information to locate the account/info he'd like removed on the same day, 7 hours later. We didn't receive any response back from [redacted].-The first recurring purchase happened on 6/23/13.-Gift cards were applied to the account on 7/6/13, 7/14/13, 12/29/13 for an additional 9 months membership. The recurring charge had been postponed due to the fact he purchased gift cards, applied them to the account, thus pushing the recurring date out to pick up when the gift card memberships expired.  Contact 2 (Ticket[redacted]) November 27, 2013:               [redacted] Nov 27, 2013 09:32Look I've been trying to get through on the phone for months noone ever anwsers my daughter uses a gift card I want my credit card number out of your system & now my daughter hasn't been able to get on for 3 day's it just say's loading I'm tierd of being on the phone till your system hang's up on me you need to call @ 386-698-3999 about my credit card info or the next tie I contact you it will be my lawyer.We again responded asking for more billing information to locate the account/card/info he'd like removed on the same day 11 hours later. We should have also offered to call him back at this point, and we didn't. The agent who handled this has since been demoted for QA issues and is simply answers basic gaming questions. We also get thousands of email from children claiming to be parents and with the errors, punctuation, and tone it could have been viewed as a child as well.Contact 3: (Ticket [redacted]) Jan 21, 2014:[redacted] Jan 21 18:47my little girl says she heats the new animal jam so bring back the beta daysWe simply responded with a thank you for your feedback macro.Contact 4/5/6: (Ticket [redacted]- customer left voicemail 6:19 am, returned call and we left voicemail at 10:03 am & [redacted] customer called us back 11:29am) April 22, 2014:Customer calls us and we speak for 18 minutes, 3 seconds. We have the recording if needed.The customer says in 2012 he called and could not get any help from us or reach us. He then called National Geographic and said a "top person" from there would handle his billing issues regarding removing the cc info from Animal Jam's system. He was then billed and over drafted due to the $5.95 charge from us as he only had a dollar something balance in his account. Says he spent all of Aug 2012 trying to reach us not able to get us. He went on to describe how he went to try and get on his parent dashboard, but none of his info could be found. When he spoke with Nat Geo, he assumed it would be taken care of. He also goes on to give his current email for the account which we find is not what was on the account, but that he did create the acct on his daughter's behalf as she really had no idea how to do it. He said he waited for two hours and couldn't reach us.-Our automated hold time is set to max out at 15 minutes (then it goes to voice mail). It's not possible to hold for two hours. We have a few calls from the caller via a number search, but no voicemails were left.-We were now able to retrieve billing info, give him a refund for his most recent charge and cancel the recurring. We also gifted his child a customer service gesture of gems. We offered to black list and remove his credit card info. The customer seemed happy with the resolution with our agent.-We have verified his credit card, name, email and address have all be blacklisted and will be unable to purchase via credit card. They are a valued customer and their desired result is "Complimentary Service".-We have included a code here for a 3 months of membership, 6000 gems, and 10 diamonds, [redacted]. Please let us know if we can be of further assistance or provide any additional information to you, National Geographic, Sandy, or [redacted].Thank you,[redacted] Manager, Customer Engagement - Smart Bomb Interactiveskype: [redacted]

Dear [redacted],
I am sorry for the confusion regarding the naming on direct mail items you have received from the Society.
First may I explain that due to child protection regulations, name selections for both our National Geographic Kids and National Geographic Little...

Kids files are not pulled with first names.  These files must be promoted only as a generic listing.  We choose to use the family name such as "The [redacted] Family," for our promotional selection so we are not selecting a child for promotions.  This policy covers both the donor and gift recipient names noted on the files.  Please be assured that your renewal notice will come with the "[redacted]" designation.  I have requested that we remove your Kids account information from future promotions by marking your account to only receive renewal mailings.
I trust this is acceptable.  If you do not want your account mark as no promotions, then please contact our call center at 1-80-NGS-LINE (###-###-####) and a representative will assist in re-marking the account.
Thank you for your patience in this matter.
Sincerely,
Sandra A[redacted]
Manager, Customer Care

Review: I ordered a christmas present for my wife from their holiday catalog. The item, a celtic cross necklace, was defective and not delivered on time. I returned the item, via UPS with proof of delivery, and they have refused to honor the return guaranty and return my [redacted] card payment.

Business

Response:

Dear **. [redacted],

The National Geographic Society is writing in reference to your complaint to the Revdex.com regarding your order for a necklace.

Our records show that you placed the order by phone on 12-19-13 and paid for two-day shipping. However, the necklace was on back order. We shipped it on 12-23-13 via UPS two-day delivery. UPS tracking shows the item was delivered on 12-26-13.

On 12-27-13, you emailed a request for a copy of your original order. We responded on 1-13-14 with apologies for the delay, and we informed you that an invoice was ordered for you.

On 1-13-14, you telephoned our customer service department, stating you returned the necklace and that it was delivered to our warehouse on 1-8-14. We advised you that the return had not yet been processed, and we asked you if you had the tracking number. Unfortunately, the number you provided was incorrect, so we did not process the return.

You called back later with a correct tracking number, which showed that you sent the necklace back on 1-6-14, and it was received at our warehouse on 1-10-14. We processed a full refund of $117.25, which was the merchandise total plus shipping and handling, while the agent was on the phone with you. You also asked that we refund the amount you paid to ship the merchandise back to us. We advised you to fax the receipt and we would process a refund.

On 1-14-14, you mailed a copy of your invoice. On 1-18-14, we received the receipt for the return shipping and processed a refund of $10.33.

You emailed us on 1-24-14 advising that we had "denied" you a refund so you provided proof of delivery, and that you had still not received a refund. You sent another email on 1-29-14 claiming we had never refunded you and that you had sent a complaint to the Revdex.com. On 1-30-14, we advised you that your refunds had already been processed, and when.

You have been refunded for all money you paid on this order.

We hope this information has been helpful.

Sincerely,

Customer Experience Manager

National Geographic Society

Review: I had ordered one copy of "In the Footsteps of Jesus" and they sent me 8 copies. I called and they acknowledged the wrong amount was sent and they sent me shipping labels to return the other 7 books. I sent the 7 books back with their own shipping labels and they keep sending me a bill for 8 books at $439.60. They have threatened to take me to a collection agency even though I RETURNED THEIR BOOKS! My account number is [redacted]Desired Settlement: To realize their mistake and to give the credit for the 7 books I sent back to them!

Business

Response:

Dear [redacted]: Thank you for passing along the complaint #[redacted] from [redacted]

Our records have been researched and although we do not yet identify receipt of the returned copies of "In the Footsteps of Jesus", we are taking steps to cancel the billing for the multiple copies of this publication that were sent. Any additional invoices Storm Plains receives for the amount of $439.60 should be disregarded. We appreciate the patience of Storm Plains in allowing us to adjust our records.

I hope this information is helpful and if any further details are needed, please do not hesitate to contact me.

Sincerely,

Director of Magazine Operations

National Geographic Society

Review: The original complaint with Revdex.com (ID [redacted]) on 12/06/13 and was closed because a supervisor from customer Service from National Geographic assure me that they would refund the sale tax on a piece of clothing I purchased on 12/6/13. This did not occur and I was charged $129.00 for item, $11.84 sales tax and $7.11 for shipping and handling. The total came to $147.95 on my credit card. The 12/7/13 invoice from the company and detail the break down. On 1/17/14 I called the catalogue number and they confirm the sales tax was not refunded.The second issue arose when my husband called the National geographic catalogue to report he wanted a larger size and he was instructed to return the item and they would send a lager size to him.Which occurred. They did not inform my husband that they were rebilling the item on the card and charging $139.32 . The second invoice details the charges $129.00 for the clothing, $11.84 for sales tax and 7.11 for shipping and handling. When I called both the catalogue number and later that night the customer service number they informed me that the shipping charges were $ 18.95. (Coincidently if you add the sales tax and handling charges it comes to that amount)When I explained that I had 2 invoices from their company detailing the amounts I was informed a supervisor named [redacted] they refused to give me his second name would be listening to the telephoneConversations. I again reminded her that NOW I had 2 Invoices from their company with the same billing information I detailed above.Third issues the company refunded only $139.32 ( Remember this figures still included the sale tax) of my original invoice amount of $147.95- Why was $8. 63 subtracted from the amount.I quite concern that my dealings with National Geographic has been less then satisfactory.They do not give a consistent and accurate of accounting of their charges. This last exchange and placing the complaint has taken 3 hours this is in addition to the 2 hours on the original complaint.DeceptiveDesired Settlement: I'm concern that these practices appear deceptive on the part of these employees and National Geographic. I spent 5 hours addressing this issues and feel a full refund should be credited to my credit card.

Business

Response:

Dear **. [redacted],

Thank you for writing concerning your order for the National Geographic Society's outback oilskin vest. We wish to provide you with the following information regarding the order.

Your order was placed on 12-6-13. The merchandise was $129, the shipping and handling amount was $18.95, and the tax was $11.84, making a grand total of $159.79. Tax is computed on the total of the merchandise and shipping and handling. However, PA tax was charged when it should not have been. You contacted us, and we credited you for $11.84. As you pointed out, the total on your credit card was $147.95, which is the total minus the tax, so you were charged correctly.

On 1-6-14, we received a call advising us that you were returning the item for a different size. Our agent processed a return for a size large, even though you had not yet returned the item, and added a size extra large to the order. These transactions produced a credit of $139.32 (merchandise of $129 and tax of $10.32) for the size large to be returned, then a debit of the same amount for the extra large that was ordered. Tax should not have been processed on either of these transactions, but they zero each other out. We actually should not have processed the exchange until we received the size large returned to our warehouse--there was nothing wrong with the vest; it was just too small. However, we processed the return as a courtesy to you.

In addition, we should have credited you only $129 for the merchandise and charged you $147.95, which includes shipping and handling of $18.95. The original shipping charge is not refundable, and the customer is responsible for paying shipping for the new item since the original item was not damaged or defective. It was merely the wrong size.

We received your returned packaged on 1-28-14.

Our policy regarding the credit/debit process is stated on the back of the packing slip where the customer completes the return information. Also, all of our customer service agents are trained to advise customers who call about this process. We apologize if you were not provided with this information when you called.

The actual shipping and handling charge for your order was $18.95. However, when a credit is applied to an order, our system deducts it from the shipping and handling, which is why you may have noticed a shipping charge of just $7.11. We regret the confusion. Our agent [redacted] tried to call you back on 1-19-14 and started to leave a message, but someone picked up and then hung up the phone.

In summary, these are your credit card transactions for this order:

12-10-13 debit of $147.95 (original order of $129 for merchandise plus $18.95 shipping and handling)

1-7-14 credit of $139.32 for returned item size large (should have been $129 if tax excluded)

1-8-14 debit of $139.32 for new item size extra large (should have been $147.95 if shipping and handling included)

1-20-14 credit of $11.84 (duplicate refund for tax; should not have occurred)

Therefore, you have a net charge of $136.11. If all transactions had been completed as they should have been, your net charge should have been $166.90. Therefore, you owe the National Geographic Society $30.79.

We hope this information has been helpful.

Sincerely,

Customer Experience Manager

National Geographic Society

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: company uses a marketing company which uses fraud and underhanded tactics to abuse its subscribers.

national geographic uses a marketing company which has used multiple fraudulent practices to get renewals for subscriptions. one practice is calling up on the phone and asking if the person is still receiving the magazine then resubscribing them without any approval. the other is the continued mailing of "renewals" which look like bills. these procedures are being used on [redacted], who DIED more than 5 years ago, yet the marketing company continues efforts to get subscriptions lengthened. I contacted this marketing company, [redacted] more than 18 months ago telling them [redacted] was dead and not to contact and have filed a Revdex.com complaint against them, both of which were ignored. today I got 2 more fake bills in the mail from them for national geographic and national geographic travelerDesired Settlement: national geographic must cancel all curent subscriptions to any magazines for [redacted] and/or [redacted] and return all money to [redacted]. they should find a marketing company that isnt out to screw people, even after they have died. they must never contact [redacted] under any circumstances

Business

Response:

Dear **. [redacted]: Thank you for passing along the complaint filed by [redacted] of [redacted]. As the Revdex.com may be aware, numerous magazine publishers are currently dealing with the problem of unapproved agents. Our records show that the account for **. [redacted] has been inactive since July 2012 and we have not been contacting him by telephone to renew this membership. Details regarding the Society's efforts to stop these unauthorized agents can be found on our customer service website at www.ngmservice.com and click on the IMPORTANT CUSTOMER ALERTS link. As noted, the Society's legal staff has been working with US Postal Service agents, various State Attorney General Offices of Consumer Protection, as well as with outside consultants who have an expertise in this area.

These unapproved agents send renewals through the mail, place telemarketing calls and send emails, all in an attempt to get our customers to pay them directly for magazine orders. These orders and payments collected usually never reach the Society for crediting. It is truly an unfortunate situation and I wish to assure **. [redacted] that we are doing everything possible to stop these agents.

I have asked that the expired account for **. [redacted] be clearly marked with a Do Not Promote code so that he can be sure that he is not being contacted by a legitimate and approved agent of the Society. Please thank **. [redacted] for his patience in this matter.

Sincerely,

Director of Magazine Operations

National Geographic Society

Review: I purchased magazines as a Christmas gift last year. Since then I changed banks but continued to keep the account open with a minimal balance with thought of utilizing the account in the future. I received a call from my bank stating that they had cancelled my account and charged me $76 in overdraft fees. They explained to me that it was not a fraudulent charge due to the fact that I provided my account information to national geographic once before. They indicated that I had to take it up with national geographic. I called and they explained that they send the renews notice to the person I bought the gift for and they do not have my address on file. Although they send me emails consistently with "special offers" they did not send me a renew notice via email. They also sent me a email indicating that if I renewed they would provide me 2 free copies but little did I know they had already renewed me. I spoke to the representative and she was not helpful. She indicated that they do not require a billing address which is very disturbing to me. They refunded the money for the magazines but now I am out $76.00. This experience is very disheartening.Desired Settlement: I would like you to change your business practice to send the renew notice to the person that purchased the magazines. I would also like to pay for the overdraft fees on my account that are due to a purchase it didn't authorize.

Business

Response:

Dear **. [redacted]...Please be assured this complaint from **. [redacted] is receiving attention.

Review: national geographic society claims that [redacted] is "inactive" since july 2012 and responded fraudulently to my previous Revdex.com complaint against them trying to pass its contact off on con artists who were trying to steal money from her. national geographic continues to flood [redacted] with unsolicited advertisements for unwanted productsDesired Settlement: national geographic must never contact [redacted] with advertisements or renewal offers or anything else. this applies to mail and phone calls

Business

Response:

Dear [redacted], I am sorry to hear that **. [redacted] has continued to receive mailngs in the name of [redacted] for unsolicited items, appearing to be offered by the National Geographic Society. Since the account has been inactive for some time, it would be helpful if **. [redacted] could send me samples of what is being reeived so that I can determine whether it is coming from the Society directly or from some unapproved agent. Any future mailings could be forwarded to me at the address noted below or scanned and emailed to me at [redacted]. I do apologize for the concern this is causing **. [redacted] and if I can determine that the Society is mailing something, I will take the necessary steps to stop these mailings as soon as possible. Thank you and **. [redacted] for his patience in this matter.

Regards,

Review: NGM dent me a special preferred member discount letter stating I could get NGM for $12.00 a year with 3 bonus items.

They say you can apply for the membership thru the internet (www.ngm.com/save60) which will not load. I called customer service and they told me too bad I must use google crome. I use IE10 and they told me IE does not work with their websites. Come on that's some much bull.Desired Settlement: I want to receive the mag for $12.00 a year with the 3 bonuses.

Business

Response:

Thank you for sending along this complaint from [redacted] regading an order he wanted to place for National Geographic Magazine. I understand that he attempted to order online but was not able to do so. I am aware that initially there were some problems with the online order pages created for this particular order. I am not aware that [redacted] needed to access via Google Chrome to place the order.

I will be glad to enter the special offer of 12 issues plus two bonus issues for [redacted]...I will send an invoice to him for the amount of $12 and send off the first issue for July 2013 immediately We appreciate [redacted] contacating us about this matter and I regret that his attempt to resolve by contacting our customer service center was unsuccessful. His patience in this matter is appreciated and if I can be of any further assistance, please do not hesitate to contact me.

Sincerely, [redacted], Director of Magazine Operations, National Geographic Society

Consumer

Response:

[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.]

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

Regards,

Review: On Dec. 13, I purchased several items from National Geographic Online Store. The confirmation email I received from National Geographic said that my credit card would be billed when the items were shipped. I received the items weeks ago, but my credit card was never billed.

I emailed National Geographic customer service to ask if there was a problem with any of the information I had provided. The email was ignored.

After receiving no response to my email, I telephoned National Geographic and asked why there was a delay in billing my card. The customer service representative answered, "The charge is authorized, but I don't know why it's taking so long."

It is highly unusual, I know, but extremely frustrating to deal with a business that will not accept a customer's moeny. I feel that National Geographic must have ulterior motives or simply be incompetent. It's a little ridiculous when a consumer has to go to the Revdex.com to try to force a company to accept payment.Desired Settlement: I do not want an apology or explanation. I simply want National Geographic to bill my credit card immediately for the products I ordered.

Business

Response:

Dear **. [redacted],

We regret the delay in responding to your inquiry regarding the credit card charge for your order from the National Geographic Society.

Our records show that you placed your order on 12-13-13, and the order shipped on 12-14-13. On 12-27-13, you emailed about the billing, and we advised that it would show as a charge on 1-7-14. On 1-3-14, you called to advise that your card has not been charged. According to our files, the charge went through on 1-7-14.

We hope this information has been helpful, and we appreciate your interest in our products.

Sincerely,

National Geographic Society

Customer Experience Manager

Enterprises, Catalog and Online

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because it contains an inaccurate date or two and a statement that is not true. The National Geographic Society is attempting to portray themselves in a favorable light regarding this issue, but my accurate records show a different series of events. In addition, I was never "advised" as they claim that the charge would be processed on 1/7/14. I would never have complained to the Revdex.com if I had been told when the charge would be processed. I complained because their customer support people would not give me any information and because they ignored my email.

Please close the complaint. The Society and I will just have to agree to disagree, although I hope they understand why they have now lost a supporter.

Regards,

Review: I cancelled my National Geographic Traveler subscription because of the horrible customer service I received by telephone on January 15 while speaking with [redacted] (8:53pm EST). After I cancelled the subscription, she told me that I was owed $11.25 for the time remaining on the subscription. I followed up by using their website to ensure that the subscription was cancelled be following the cancellation steps indicated on their website. I received the below cancellation confirmation email on January 17 which indicated that the refund was forthcoming.

"Your account number is [redacted].

We have canceled your membership as requested. A refund of $11.25 will arrive within 3 to 4 weeks. Your membership will end with the issue dated February 2013 . We have appreciated your patronage and are sorry to lose you as a member. We hope you will consider giving us the opportunity to serve you again in the future.

Sincerely,

National Geographic Traveler Customer Service"

I have yet to receive the refund.

While waiting for the refund, I wrote the editor, [redacted], on January 23 to let him know about how I was treated as a long time subscriber (since the early 90s). On January 25, I received a response from [redacted] of consumer & member marketing. Her initial response furthered the confusion about the digital issues which is another problem I will not address in this complaint. The issue of the refund was not addressed in her email.

While in email contact with [redacted] on February 15 and March 6, I mentioned that I never received the refund. Following up, I asked her when would I receive the refund and I NEVER received a response.

I want my refund.

The most surprising thing in all of this is that the National Geographic Society publishes such good magazines but has such abysmal, second-rate customer service.Desired Settlement: I would like the refund I am due.

Business

Response:

Thank you for contacting us regarding the complaint filed by [redacted] After looking at our files regarding his account, I can certainly understand his concerns. I have been advised that we have processed a refund of $11.25 directly to [redacted], but wanted to provide the details behind the handling of his order and communications with the Society.

According to our files, we see that [redacted] cancelled his Traveler subscription on January 15, 2013, but we reinstated the account on January 19, 2013 and as a result of that reactivation, the first refund of $11.25 was stopped. As noted above, an additional refund of $11.25 has now been issued. We are also arranging to provide to [redacted] with all 16 of the Traveler Magazine issues (print edition) that he originally paid for. Delivery will continue through March 2014.

I am unsure if the problems that [redacted] has experienced with his attempt to access the digital edition of Traveler on his iPad have continued. If that is the case, please let me know.

Please thank [redacted] for his patience while we straighten out the issues with his account and please do not hesitate to let me know of any additional concerns.

Sincerely,

[redacted], Director of Magazine Operations, National Geographic Society

Consumer

Response:

In response to [redacted] email. I have not been able to access the digital edition of Traveler on his iPad. [redacted] was supposed to find a solution but I have not heard from her in almost a month.

Is there a deadline to solving the digital edition problem which has lingered since early January?

In reference to complaint ID [redacted], I have received the check.

Regards,

Review: I received an offer for a 12 month subscription for $12.00. I responded to the offer and then started receiving billing and collection notices indicating I had to pay an additional 3.95 for postage. I responded to the notice only to get more invoices as well as more 12.00 offers. When I responded to the first notice, I also asked for the subscription to be cancelled and to receive a prorated refund because I did not like the bate and switch tactics. I am now submitting this complaint due to no resolution.Desired Settlement: Refund of paid amount. NO MORE billing invoices and NO MORE offers. Letter indicating steps being taken to stop this from happening to others and an apology.

Business

Response:

Dear **. [redacted]: Thank you for passing along the complaint filed by **. [redacted] of [redacted]. It is true that we have been promoting a $12.00 offer for a one year memberships in the National Geographic Society. However, that offer does also indicates that an additional $3.95 is needed to cover the shipping and handling costs for delivery of the magazine. I am sorry that **. [redacted] did not notice this additional amount shown on the order form. Please be assured arrangements are being made to cancel the billing for $3.95 on her account and any additional notices she receives for this amount should be disregarded. If **. [redacted] still wishes to cancel her membership and receive a full refund of $12.00, please advise and I will be glad to process that request and have a refund issued as soon as possible. Please thank **. [redacted] for her patience in this matter.

Sincerely,

Director of Magazine Operations

National Geographic Society

Review: The first year subscription was billed as $15.00. Now the second year bill has been billed as $20.55.

This is apparently a standard practice with this company. I have purchased this subscription in the past for a child that lived in Virginia and this has happened before.

I don not have this problem with other publications that I subscribe to for personal use or for gifts. Just this company seems to raise the rate for the second year.

I feel that this is a dishonest practice. The child likes the publication and then when you get the bill for the second year, there is an increase.Desired Settlement: I want to be billed for the $15.00 yearly rate.

Business

Response:

Dear [redacted],I am sorry that you have concerns regarding the National Geographic pricing policy. May I explain that the Society is a not-for-profit organization whose mission is to inspire, illumintate and teach others about the world we live in. We do this through educational programs and geographic/scientific exploration/expeditions. A portion of the funding for these programs come from our member and subscribers to our various magazines. Although 90% of all rates paid to the Society go toward the production, printing and delivery of the magazines, the remaing 10% is earmarked for our mission programs.Regarding the rate increase: the basic rate for a subscrpton to National Geographic Kids magazine is $24.95 for delivery in the United States. There may be additional taxes aplied as well depending on the State. Colorado is a taxable state. I have reviewed your account information and found that the order form you used last year was an introductory online form located on our website. Many times the Society offers introductory offers to encourage new members and subscribers. It is the policy at the Society that we increase the rate at renewal each year until the newer subscribers are paying the equivalent rate as our long time subscribers. Since you paid the introductory rate of $15 for Emma Poole in May 2014, your renewal rate increased to $19.95 plus Colorado taxes.I trust that this information is helpful. Please feel free to contact me directly with any further comments or questions. Sincerely, Sandra A[redacted]Manager, Customer Carephone: ###-###-####email: [redacted]@ngs.org

Review: I received a bill from National Geographic.

Washington DC [redacted]

It states they sent a book and that this invoice has been sent before.

First, I have never received this book (The Body Regular) from National Geographic.

And it states a free map tote bag was sent. I never received this.

It states this was sent 4 months ago.

I have never received such items.

My account number is [redacted].Desired Settlement: Take me off of your mailing list.

I had complained last year and this company is still sending me items.

Take me off of your list Please.

Business

Response:

Unfortunately, I work in magazines and not books. However, I have forwarded to staff in the books division to look into. Sandy A[redacted]Manager, Customer Care

Business

Response:

September 22, 2014Dear [redacted],I am sorry for the delay in responding. Our Books Division has now completed their investigation of this complaint. Be assured that the book in question, The Body, has been cancelled and no money is due at this time. -We have also posted a do not promote to [redacted]’s name, physical address, email address and phone number as provided in the complaint. There may be items already in the system which we are unable to stop. Please allow sufficient time for these items to clear.Sincerely,Sandra AManager, Customer Care

Review: Hello:

I would like to bring attention to a situation that I'm going through with magazine companies.

Two months ago I started receiving magazines in the mail that I did not order. I contacted the magazine publication after I received a bill, the next day. They said it was a complimentary and I would not be charged. but the bill says differently.

Since, I have received several different magazines with the same outcome...a bill follows. What makes this unique..The magazines are to [redacted] and [redacted]. I'm a bit baffled that I'm getting these bills...and now the magazines have stopped. I sent a bill back and addressed the statement as Fraud!Today I received National Geographic .Seriously...I never subscribed to any magazine publications;haven't for 20 years. The invoice states; I have a subscription and $24.95 is now due.

If you can direct me to the proper department to get the matter resolved..it would be greatly appreciated

Thanks:

[redacted]Desired Settlement: To have no more contact with this pulication.

Business

Response:

Thank you for your recent communication regarding a billing that is being received from the National Geographic Society by [redacted]. Our records show that in February 2013 we received an order for Traveler Magazine to be sent to [redacted] at [redacted]. The Society does not enter subscription orders unless we receive what we believe to be a legitimate order and apologize for any inconvenience caused [redacted]. I am arranging to cancel the billing for this order and any additional notices he receives should be disregarded. Also please not that any copies of Traveler that have been received need not be returned to the Society. Please retain with our compliments.

We appreciate [redacted]'s patience and if I can be of any further assistance, please do not hesitate to let me know.

Sincerely, [redacted], Director of Magazine Operations, National Geographic Society

Review: NGS made an offer of a one year subscription to their magazine for $12. I sent my $12 and before the first issue arrived they sent me an invoice claiming I owed them $3.95. I sent the invoice back with a note asking them to cancel the subscription and refund my $12. I told them that I wanted it at $12 but not at $15.95. Three weeks later they sent me another invoice demanding the $3.95. I already wasted first class postage sending the first invoice back and they don't provide any means to contact them, so I need your help. Advertising a subscription for $12 when they want $15.95 is fraudulent.Desired Settlement: I'd like this subscription cancelled and my $12 refunded. It would be nice if someone could end this postage scam they got going too. I wo0nder how many people just pay the $3.95 like fools?

Business

Response:

Thank you for passing along the complaint filed by [redacted]. I sincerely regret any misunderstanding which has occurred and apologize for any inconvenience caused [redacted].

May I explain that our order forms for National Geographic Magazine do indicate a shipping and handling cost of $3.95 which is in addition to the basic rate of $12 for delivery to a US address. I am sorry that [redacted] did not notice this amount and as requested, I have arranged to cancel the billing for this cost. Any additional invoices received for this amount should be disregarded. In addition, per his request, I will be cancelling the membership for [redacted] and a full refund of $12 will be sent. Any issues of the National Geographic that [redacted] receives need not be returned to the Society.

We appreciate [redacted]'s patience in allowing us to adjust our records and the refund check will be issued and sent as soon as possible.

Sincerely, [redacted] Director of Magazine Operations, National Geographic Society

Consumer

Response:

[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.]

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

However, I have to say that if the $3.95 charge was listed on the offer letter. it must have been miniscule. It should have been up front, not hidden.

Regards,