News & Record

8.5.2017 Customer contacted via phone. Customer is happy with the service now and paper is delivered as ordered. Tommie M***Regional Circulation Director

(The consumer indicated he/she ACCEPTED the response from the business.) The newspaper has been coming to the tube pretty regularly and consistently for the past week or so, so we will once again accept the resolution, for now However, I just want to explain that the reason that I had reopened the Revdex.com complaint again, rather than trying to deal with the issue by directly interacting with the News and Record, is because it had already been proven that the News and Record apparently was not doing anything at all to resolve our issue, despite the multitude of complaints that my mother and I had already made to them over the months prior to the original Revdex.com complaint, UNTIL we filed the complaint with the Revdex.comAfter that complaint was made to the Revdex.com, however, the situation was resolved lightning fast, by comparisonIt remains to be seen if dealing with the News and Record directly will address any future issues of this nature in a similarly timely manner Yes, we will try dealing directly with the News and Record again, for now, rather than going through the Revdex.com, but I just have to say that my confidence in the customer service department of the News and Record has been severely eroded by this experienceTo repeat, the only time anything positive was accomplished was only AFTER we got the Revdex.com involved However, if this issue reoccurs in the future, even though we will initially try to resolve it by dealing directly with the News and Record, we will NOT be wasting another full three or four months futilely trying to deal with their customer service department as we have done in the pastIf the News and Record proves again to be as seemingly ineffectual as they were during the previous incidents, I WILL be filing another complaint with the Revdex.com again

We have sent a follow up notice to the delivery person in your area to address the inconsistencies of delivery I have attempted to contact the customer today, but was unable to reach them My cell phone number is [redacted] If service problems persist following the actions I have taken today, please contact me directly

There have been no delivery service complaints filed on this account since January of Mr [redacted] continues to subscribe to the newspaper We have left several messages in follwith Mr [redacted] to insure that the service is meeting his expectations and have not had any calls returned

We are terribly sorry for the misunderstanding The sales person is expected to fully inform a consumer when establishing a new subscription In this case, it is apparent that the sales person failed to fully communicate the terms of the order Our company continues subscriptions in good faith for a short period Generally, subscribers appreciate that period which permits time for the payment to be remitted.The balance will be promptly cleared With kindest regards,Tommie Anne M [redacted] Regional Circulation Director

We are working with the delivery person to correct the service problems I have spoken personally to the customer today We are crediting her account an additional weeks while I work to correct the delivery problems The subscriber will let me know over the next days, how the carrier's delivery service is going If the carrier does not improve, we will terminate our relationship with the carrier and secure a new delivery partnerTommie M***Regional Circulation Director

Initial Business Response / [redacted] (1000, 9, 2015/10/08) */ On 9-24-a refund was issued to Ms [redacted] in the amount of $

***Revdex.com Note: Duplicate complaint received is merged herein[redacted] -- Special Instructions -- Could you please find out why these people will not do What they sayThe last time I spoke to them was in December And I contactedRevdex.comThese people all need NATURE OF DISPUTE:I paid a bill on 2/for Eden news, I paid a bill on 2/for news and record I do not see my credit for weeks as promised IHaven't gotten my week credit yet since I contacted you aboutMy newspaper issuesThese people have not kept t Their word like they saidI have received bills from them One is for the Eden daily news on feb18th for 13.08, the other Greensboro news and record on feb25th for I have not gotten my credit for two weeksThese people Continues to not live up to what they say DESIRED RESOLUTION::I would like to know as to why I still am getting the run Around from these peopleI want toKnow where my credit isThey sound good and tell you what they will do for my Troubles and still not do what they say

Initial Business Response / [redacted] (1000, 5, 2016/03/11) */ Hello We apologize for the issues experienced by Ms*** After reviewing her account information this is what was determined: Acct # [redacted] ; Listed as a Sunday-only home delivery subscription; Telephone # on the account is [redacted] We are processing a stop on Ms***'s account per her requestDue to early deadlines this week, the stop will be reflected as of Sunday, March 20th If Ms [redacted] has additional questions, please direct them to Subscriber Services at [redacted] Regards, Consumer Marketing Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/04/05) */ Since getting the Revdex.com letter and NR response I have continued to receive billings and the amount is still incorrectI have paid what was owed for Sunday delivery and placed a call today (march at a.m.) speaking with Danielle who said my address for billing was still in the system and that she would remove and any billings should be disregardedAs for the NR statement that they would show my account closed as of 3/20/that is incorrectMy account should show it was closed per my request via the phone to customer service as of February 1, 2016, and my owed balance is ZEROAgain I request this in writing from the NR to be certain they have the account correct and no balance or late payments on my credit recordAll error has been on their part Final Business Response / [redacted] (4000, 14, 2016/04/07) */ Hi, We have confirmed that Ms***'s account is closed Any balance reflected on the account is cleared and nothing negative reflects on her subscription credit file Regards, Consumer Marketing

Hello, We apologize for the lack of service you have experiencedOur records indicate that the subscription account is 'stopped.' We will notify the contractor to stop delivery tooThank you for your patience.Consumer Marketing

We have a direct relationship with this customer She has the cell phone of the Regional Director, the District Manager, and the redelivery driver We are in regular communication with her as is necessary.We insure that she receives the copies she has ordered each week.Sincerely,Tommie AM***

Our records indicate that a refund was processed on in the amount of $20.05. I contacted the consumer via phone and she reports that she has not cashed a check or received the refund. We verified that we had the correct mailing address. I have referred the matter to the
accounting department to confirm that the payment has never been received and to reissue the refund. Kimberly S*** from the accounting department or Colby M** will be following up with the consumer. Sincerely, Tommie AM***

Initial Business Response /* (1000, 6, 2016/03/03) */
Hello,
We have placed Mr***'s phone number on our Do-Not-Call List for solicitation purposesThe News & Record complies with all local, state and federal regulations governing telephone solicitation through contracts established with
corporate approved business partnersAs a kind reminder, if monies are due on a consumer's account, collection efforts are permitted via the telephone channel and in accordance with regulations
The News & Record does not guarantee draft dates for accounts established on auto-pay and/or one-time credit card paymentsAccounts are drafted at the rates communicated and/or as subscribedFull terms are provided on consumer bills and subscription terms are available at www.greensboro.com/subscriberterms
We regret to inform Mr*** that no additional monies are owed by the News & Record to his account
Regards,
Consumer Marketing
Initial Consumer Rebuttal /* (3000, 8, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The News and Record debited my account, for their monthly subscription fee, ONE (1) day earlier than they were suppose to, causing my checking account to be over drafted, which caused the bank to charge me a $over draft feeIts not my fault, or the banks fault, its THE NEWS AND RECORD's faultWhen I spoke to the NEWS and RECORD's agent over the phone, he said nothing about having no control over when they debit my account each monthThis company owes me money, and I am entitled to it!!!! They really should stand up, pay their debts for their mistakes! I will post this on Face Book and any type of media I can, so other people do not get the shaft from this company, like I didA very bad way of doing business

Initial Business Response /* (1000, 6, 2016/04/07) */
Hello,
We apologize for the billing issues experienced
After researching Ms***'s account we have located the subscription paymentWhen remitting payment, please use account #***It appears that payments are posted to Ms
***'s previous account number and/or account numbers on remitted payments are not accurateA second voice mail was left for Ms*** explaining this detail today
Regards,
Consumer Marketing
Initial Consumer Rebuttal /* (3000, 8, 2016/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told about the misapplication of payment from the first time I spoke with Jess upon receiving a second notice in MarchAgain I spoke with Sharmain who confirmed the same and promised she would switch the payment and restart the paperOn Tuesday April 5th I received a voice mail from Cathy stating they had posted by payment to the incorrect account and had moved it to the correct accountAs of today my paper is still not being deliveredIt has been over a month without delivery even though my payment was made on February 16, I want a complete refund of the payment and to terminate my subscriptionI want no part of the business this awfulThe poor performance of the accounting department the "business marketing" response above only makes me imagine the poor quality of the informationPlease refund $immediatelyI've shared this unbelievably unsatisfactory experience with my clients and friends many of whom mentioned similar issues and stated the business of the N&R was the worstAs a CPA if I had year over year misapplication of customer payments I would investigate for embezzlement
Final Business Response /* (4000, 10, 2016/04/11) */
Hello,
Per the customer's request: We are refunding the customer $and stopping her subscriptionPlease allow up to business days for the refund to process and deliver to the customer's home
As previously noted, the customer's payment was received and applied to the account noted on her check/remittance (an account listed under her maiden name)
Thank you for your patience
Regards,
Consumer Marketing
Final Consumer Response /* (2000, 24, 2016/07/14) */
From: *** *** (mailto:***@triad.rr.com)
Sent: Thursday, July 14, 3:PM
To: '*** ***
Subject: RE: Revdex.com Complaint: News & Record
Ms***
The Revdex.com was not helpful in getting this issue resolved in the leastI will not use this avenue in the future
After filing a complaint with the NC Consumer Protection agency of the NC DOJ, the News and Record paid the refundThe N&R posted actions in their Revdex.com response which they did not follow through onI would go so far as to say they lied in their responses
Thanks for asking
*** ***, *** ***
*** Box ***
*** ** XXXXX
(XXX) XXX-XXXX phone / (XXX) XXX-XXXX fax
***@***.com
Confidentiality Notice: This electronic mail transmission may contain information that is confidential, proprietary, or privilegedIf you are not the intended recipient, you are hereby notified that you are not authorized to read, print, retain, or disseminate this messageIf you have received this message in error, please delete this message and any attachments from your system and notify the sender immediately of the inadvertent transmissionThank-you for your cooperation

Initial Business Response /* (1000, 6, 2015/10/22) */
Customer called on 10/16/sent her a copy of 10/Sunday paper and mailing refund for money lost in vending machine $

Initial Business Response /* (1000, 6, 2015/12/09) */
From: S***, Cathy
Sent: Wednesday, December 09, 4:PM
To: '*** ***
Subject: Revdex.com
RE: Case # XXXXXXXX Mrs*** ***
A check was cut for Ms*** November 25th in the amount of $
Attached Is a copy of the
check
Thank you
Cathy
Cathy S***
Consumer Marketing, Customer Service Manager
BH Media North Carolina
Initial Consumer Rebuttal /* (2000, 8, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Check was received
*** ***
12/10/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it

The delivery person has been put on notice. We will replace the delivery person if service improvements are not seen and sustained. I left a voicemail for Mr*** to learn how his service has been most recently. I provided him my cell phone number to reach me if service is not to his satisfaction. Sincerely,Tommie AM***Regional Circulation Director

Perhaps we were too hasty in accepting this supposed "resolution" from the News & RecordAs shown in the records of this complaint, on Feb 16, 2016, someone from "Consumer Marketing" with the News & Record claimed that they would be working to "to resolve the tube delivery" to my mother's address, rather than letting the newspaper simply be improperly tossed out on the edge of the highway, which was the reason for our complaint in the first placeFeb 17, the day that I perhaps prematurely accepted this "resolution," was the last day that we properly received the newspaper in the tubeEvery day since then, including today, Feb 22, 2016, the newspaper has yet again just been tossed out on the edge of the highway, and not properly delivered to the tube near my mother's home
Also, they claimed that "a leader of the operations team" would be contacting my mother "within business hours." My mother has received no such contact at all during that time frameAs such, taking all of this into consideration, my mother and I would like to reopen our complaint about this issue against the News & Record, if possible

Initial Business Response /* (1000, 6, 2015/08/14) */
Complaint has been resolved issue customer refund to her credit card today in the amount of $Spoke with customer tonight customer is happy