OppenheimerFunds, Inc.

Revdex.com:
thank you for understanding and fixing things. 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,
[redacted]

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.] no mention was made to make me the primary holder on my account. Which I am, and also no attempt was made to call me personally, to apologize for the inconvenience, I endured, or no mention of some kind of credit on my account, for not being able to access my account. Plus, the fact that there customer service rep was not polite. That was not addressed.
Regards,
[redacted]

The customer service rep was incorrect in stating that the $1 charges would be added to the May and June bills. They will be added to the bills in which the corresponding premium edition is delivered. The next premium editions are set to be delivered 9/24 and 11/23. The extra $1 will be charged on...

the corresponding September and December bills. These premium editions have supplanted our normal Sunday production on those dates. There is no way to opt out of receiving them unless the subscriber chooses to stop delivery for that given Sunday. In addition there was a postcard that was sent out in late January 2016 with details of the new premium editions. The customer even called in on 2/2/16 and talked to a customer service rep about the postcard he received in the mail mentioning the new charge for premium editions throughout the year. Attached is a generic copy of the postcard that was sent out for the customer’s reference.

The issue should be resolved as the distribution team verified with the customer that four copies were delivered this past Sunday, May 15th. Also the account was previously paid up for 6 months from 3/20/16 to 9/18/16. With credits for the previous missing copies the account is now paid through...

10/30/16.

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,
[redacted]
Of course this does not resolve my complaint.  I clearly listed what was acceptable to me, and as usual, it was ignored and the Enquirer responded in a way that blames the customer.  I have reviewed other complaints on file and this seems to be SOP.Let me clarify the way this happened.  My husband suffered a massive heart attack and we can no longer afford the paper.  I called the 800 # from his hospital room.  Why you have no record - I have no idea, nor do I really care.  I do however find being called a liar very insulting.I did not call again - I didn't need to since your reps were constantly calling me.  I explained more than once why the paper needed to be cancelled.  It, and the bills kept coming.  I am an honest person and don't want something for nothing, so I paid it.  At one point, my husband approached the carrier and asked that they stop delivering the paper.  It actually stopped for a while (with no billing adjustment of course), but started up again.  I paid the bill one more time and wrote on it to PLEASE cancel the paper!  As you pointed out, that may have been the wrong way to address it, but since nothing else worked, it was a last resort.  If you had any kind of customer service, written correspondence like that would get forwarded to the correct area to handle - not simply ignored.  But that allows you to continue to deliver the paper and demand payment.  It's called strong arm tactics, and I can see from the complaint history here and other websites that it's the way you do business.  I know it, you know it, and the increase in complaints for the Enquirer in the last year reflects it.  I understand circulation is down, but this is no way for a business to treat customers.Again, what I want to resolve the issue is:Cancel the paper (which you say is handled)Mark any outstanding bill as paid in fullRescind any credit history reporting that may have been doneDo not contact us again

Back at the beginning of this year we implemented a quarterly premium edition for $1 each paper. This new edition occurs once each quarter in the format of a bigger paper with more content. This edition replaces our Sunday paper for that day. We do not provide a regular version of that Sunday paper...

during those days. In order to inform all of our customers we mailed out a postcard to notify customers of the premium edition charges. There is no option to opt out as there is only a bigger edition available for those premium days.Upon review of the account our customer service team worked around this by issuing $4 in credits for the 4 upcoming premiums this year. However the customer has continued to call each time and our service team keeps offering additional credits. The customer has already been credited two times for each copy. In addition the Thanksgiving premium has been in place for years due to the amount of extra coupons and advertisements that are included in preparation for the upcoming weekend of consumer shopping.Again unfortunately at this time we do not offer any alternatives to opt out of this service. Also credits have already been applied for all the papers of concern.

We have no notification on file for a cancellation request nor any phone records in regards to the customer calling in to our customer service center. There will be a stop placed on the account to stop it effective tomorrow 1/8.According to the complaint the customer has tried to cancel by sending...

notification in written format with the monthly bill payment. This method will not work as the address for our bills is a PO box that forwards payments to the bank directly for payment processing. There is a line on each bill stating, " Do not send cash or correspondence. Notify our customer service center department of an changes or corrections. CUSTOMER SERVICE: 1-800-876-4500."The account will be stopped effective 1/8 one day after we first received notice (this complaint) to stop the account.

Thank you for the attached email. Upon review you did send us email to one of our customer service addresses. Typically no changes are made to accounts until a representative speaks directly to the customer to verify the stop reasons and see if there is anything they can do to alleviate the issue and find a way to resolve the issue without having the account stop. Apologies if the rep who called back came off as harassing, but based on the account history there is no record that a rep called back in regards to the email.Lastly it would seem that the recent spate of phone calls would be from our retention reps who are calling because the account is at risk to stop for non-payment since the account had no payments since September. This is just our normal business practice to contact customers who are at risk to stop in case they were unaware of the non-payment situation. We have removed your number from our records so there should be no more calls from us in any new acquisition campaigns. As stated previously, the account has been stopped and in light of the recent proof provided we will be clearing out the remaining balance on the account so it is officially zeroed out. Lastly, we would like to thank you for your paid subscription service this past year and if you are ever interested in resubscribing you can call us at our customer service of 1-[redacted] to get the account restarted.

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.  I will accept the offer of a $2.00 credit for the past 2 "premium editions" of the Sunday Enquirer. In the future, I will cancel in advance any further unwanted supplements. Should this offer not actually materialize from the Enquirer, they can consider me a past subscriber. I don't appreciate anyone telling me "what I have to pay for when I clearly state that it isn't desired". 
Regards,
[redacted]

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.]I was just charged again by the Cincinnati Enquirer on 7/21/17. I would like a refund for this charge and my account canceled.[redacted]

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,
[redacted]  It is not the cost or the $3.00 credit I care about. I have been a subscriber of the Enquirer, and I use parts of the TV section to earn my living in the insurance business with regards to gathering people and businesses to call on. I estimate my damages have been at least $60 over  the three weeks in business and lead loss.I want reimbursement for that amount. Then I will drop the whole matter.Thanks, [redacted]PH: ###-###-####

A full refund of $24.37 was issued last week and should be reflected on the card statement.

Our local team member, Charmane, reached out to the customer and the issue should be resolved.

We have removed the customer's contact information from all solicitation methods.

I have forwarded the email address to our Corporate Technical Group and they said that the email was removed. If there are any further issues the customer has my contact info.

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,
[redacted] ---Unfortunately I was unable to respond with in the 7 days and was just able to see the response of the Enquire. After reviewing my bank statements in detail, which I do monthly , there are NO charges from the Gannet Ohio Media. Also on the apparent date my card was declined, there was plenty of funds to cover the monthly $18.75. This entire response  is a joke as it is completely inaccurate. Its a blatant lie. I have never once contacted the distribution center, let alone called to tell them my paper was being stolen, since I never was expecting it after not being charged or receiving one for months. The only number I have ever called was on  11/23 and it is the number that was on the first bill I received on the same day for $56.25, which was for me to ask why I have a bill since I have never received a paper. Also since I placed this complaint they sent a letter stating they were canceling my paper, due to my card being declined lol. I called them to cancel, since I never received one and was being charged for a service I have never had. That was the only communication I have had with the Enquire. I am more than willing to provide my entire bank statements to prove what a scam this company is. I am hoping that because of a missed deadline they are not allowed to get away with this awful service and then to directly lie about charges and contact with their distribution center, which I have never contacted. I am infuriated they would claim they are hanging a paper on my door and baffled that they would state I contacted them claiming a paper was stolen. Either the company is an absolute fraud or they need new distributors. Please let me know if there is something I can do to get this resolved.                      [redacted]

The district manager of the customer's route will now be responsible for the customer's delivery until a new carrier can be brought up to speed on how to effectively delivery the paper. The paper should be correctly delivered in the mail slot going forward.

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. 
Regards,
[redacted]

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.
I appreciate the Enquirer reaching out to me after I filed the complaint with the Revdex.com.  It would have been "nice" if the Enquirer's business process allowed it to do so BEFORE contact with the Revdex.com!   Because the Enquirer failed to include the TV Book in our Sunday newspaper for the first three weeks of the program,  I am not willing to consider my complaint satisfactorily resolved until the Enquirer successfully includes the TV Book in my Sunday newspaper for three consecutive weeks.  After I receive three consecutive Sundays of a newspaper with the TV Book included, then I am willing to consider this resolved.Regards,
[redacted]

There was a technical error on our end for the rate setup. One of our team members in accounting contacted the customer and resolved the issue.