OppenheimerFunds, Inc.

This
customer was contacted by one of our District
Managers in West
Chester, he explained that the damage was the contractor's obligation and that
the Enquirer had no responsibility to pay for damage caused by an independent
delivery agentIf the customer is not getting a response from the individual
responsible she will have to file a police report and contact the former contractor for compensation or to file a damage claim with their
insurance carrierThe Enquirer is not responsible for and did not cause the
damage to the customers propertyThe contractor is responsible for all costs and damages in relation to running their businessThis
contractor has since left the route voluntarily and we have no further relationship
with them

Again these are enhanced copies that are produced for every home delivery subscriber. It is part of our new plan to bring more content to each customer up to four times a year. As with any business, we do not take lightly the idea of imposing more charges upon the customers than necessary, but we have evaluated this option and decided that in order to provide these enhanced copies and manage expenses we needed to charge extra to offset the additional newsprint and time required to produce these premium papers. These enhanced papers are produced at the printing press for every home delivery subscriber. There is no "regular" home delivery version of the paper available during those selected days as the premium paper is essentially the regular home delivery paper that day.  In regards to the Puzzle Book, that is a separate product which is packaged by the carrier right before delivery and added in a bag to be delivered with the customer's copy of the paper.

Attached are two screenshots of the customers old account. One has messages from 3/13 that we use to make sure the account information isn't used for future solicitations. The other screenshot shows that we have deleted the customer's phone number from the account so that it would be impossible for it to be used in future solicitations.The only explanation for the current phone calls is that the number is part of a campaign that is updated bi-weekly. They are most likely still dialing the old campaign list and numbers are not removed from the dialing list until the new list is sent out or the dialed attempt doesn't end up going to an answering machine. The current actions on our part have ensured that when the next update or any other future update is provided that the list will not contain the customer's number.

The account is set to be closed and the balance has been zeroed out. Thank you for your time in detailing the experience. This message has been forwarded to a member of the circulation department so that they can review the situation and make future improvements.

The customer called in on 3/14 to stop her paper in order to take advantage of an offer that was only available to new customers who are not currently active. A few hours later she called in to sign up on the promotion. Our system had not processed the cancellation request yet, but the new rep she...

spoke to said she would be willing to set the account up on the promotional rate without requiring the customer to cancel. The offer was for $10.83 month plus tax for the Daily (Monday thru Sunday) delivery. The customer was concerned during this second call because she was notified that her monthly payment of $27.56 was processed in between the 1st and 2nd call that day. The rep said she would put a refund request in to credit back the difference. The refund request was not processed as it is up to our finance department to review the account and determine the correct payment amount. There are no notifications on the account, but as someone who often helps in deciding such matters it looks like the refund was not processed as the account was properly charged. The customer’s previous rate before 3/15 was $25.00 month + tax. In March we had a Premium paper which accounted for another $1 + tax for the month. In total $27.56 was billed on 3/14. The payment was originally billed to pay the customer for papers received between 2/29 – 3/31. Since the customer changed her rate on 3/15 the paid through date was adjusted back to 4/23 to reflect the new rate of $10.83+tax which was applied on 3/15. The customer then was called by a supervisor on 3/21 who explained that the last payment of $27.56 had the customer paid through 4/23. The customer agreed with the information provided and then requested that the automatic billing date be moved to the 28th of the month. The supervisor at this point incorrectly told the customer that the payments taken out on the 28th would reflect the following month’s payments. This information is incorrect as our billing system charges for papers received during the given calendar month. So if a month of papers are being charged on April 28th it will reflect papers from 4/1 – 4/30. The customer had her next automatic payment deducted on 4/28 for $3.74 this reflected the remaining April balance as her last payment in March had her paid until 4/23. The customer then followed up with a call on 6/6 asking for clarification of why she was charged $11.48 on 5/28 and only $3.74 on 4/28. A supervisor called back on 6/10 to provide this information, but again unfortunately this supervisor provided more misinformation saying the low charge of $3.74 on 4/28 was due to a courtesy credit of roughly $7 by a previous rep. The customer hung up in confusion as the supervisor was not able to provide correct and clarifying information on the account as the customer was under the assumption that the monthly rate was supposed to be reflective of $25 total for a 6 month period. In regards to the overall issue, the customer is still on the discounted offer that she was offered back on 3/15 and that rate is still in place for the 6 months after that date. Her monthly rate is $10.83 +tax

This issue was originally sent to the Senior Distribution Director who delegated it to the district manager in charge of the delivery area for [redacted] as they would be on the front lines to take care of the issue. The district manager replied back that he has tried contact the home phone in addition to her cell phone. Each home phone attempt rings and then links the caller to the cell phone. In addition an email was sent to the customer by the district manager on Wednesday December 16th at 11:24 AM. The email's subject line is "Cincinnati Enquirer". The email details the district manager's attempted calls and encourages the customer to contact him with any issues. The bottom of the email has all the of the District Manager's contact information. The email was sent to the account we have on file , [redacted]. In response to the two copies issue. The District Manager stated that since contact has not been established all they can do is send some one out to verify that the paper has been delivered each day. When this occurs the person verifying the delivery will throw a second paper at the address if there is no paper found at the time of verification. The two papers are more than likely a result of the customer picking up the first paper before the verifying person has checked the delivery. Due to this new concern for two copies the verification process will cease and the customer should only see one paper as it seems that the delivery is fine at this point.

[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]

The Distribution Director said that he followed up with Mr[redacted] on this continuing issueHe said that the team is checking the delivery each weekendThere was an additional delivery recently because there was an subscription in the same areaIt was delivered to the wrong addressIt should be resolved now and Mr[redacted] has the director's contact information so he can report any future issues to him directly and get them resolved immediately

The account we have associated with this customer is [redacted]. There are no records to show contact of any kind by the customer since April of 2017 where there was a request to switch deliver to the Sunday Only frequency of delivery. We can submit the account to stop right away, but in order to...

issue a refund for an unfulfilled stop request we would need either a copy of the email that was sent with the automatic reply email that has the tracking number for the email request. Or we also could search our call records if the customer can provide more details such as the exact date of the call and/or the number that was used to call the call center, but this method only works if the customer spoke to a live representative.

[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]

The issue was forwarded to our classified ads department and they responded with the following-I was able to confirm with finance that 2 separate additional transactions of the cost of the customer’s initial ad was debited from his credit card.  I also looked into his ad that he originally...

disputed and agreed that he deserved a refund for that as well.  I have submitted a credit request for the amount he disputed- $100.26.  He should see a refund within 2-4 weeks.

Our finance department has stated the account has been cleared out so that there are no more balances and all the charges have been reversed. If there are any other issues please provide further details so we can investigate. Thank you.

The credit that the customer received was the credit associated with the cost of delivering the print product.  We offer multiple ways for customers to access our content. They can go online through their computers, smart phones, and/or tablets while at the same time choosing to receive home...

delivery of the print product. With the multiple ways that customers can access the content that we produce, the credits given to an account for a missed delivery only correspond to the costs that are attributed to delivery of the physical print product. The customer would still be able to access all the content in the missed paper through an e-edition of the newspaper online. All subscribers of a print edition, no matter their frequency of delivery, have access to the e-edition everyday.

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.]The business is lying about the cancellation date. I've included the email I sent to cancel my account on 7/9/2017.As far as "it's under $10, we get to keep your money", that's so ridiculous that I can't believe I actually need to respond to it. That can't be legal. [redacted]

The credit amount for each missed daily paper is 26 cents and each Sunday Paper is 44 cents. This is a fixed amount as we only credit for the costs that we have calculated are associated with delivering a physical print copy of the newspaper.  As we have evolved into a full access content...

provider a subscription not only includes delivery of a physical newspaper, but also full access to the same content on our website and to the e-newspaper. The e-newspaper is a digital replica of the physical paper and the customer has access to the two most current weeks of e-newspapers. This is the reason why a missed physical newspaper is only credited at the rate of 26 cents for a Daily and 44 cents for a Sunday. The customer can get the same content from us online. A customer is subscribing to our content, not just the medium of print.

We apologize for the confusion. The letter mailed out refers to [redacted] company wide customer service center. They can typically assist in the majority of cases, but this [redacted] starts needs to be handled by our local customer service team. Their number is ###-###-####. That team will be...

able to properly process the order and get everything setup correctly.

I forwarded the issue to our regional distribution director. He...

forwarded back to me an email correspondence he had with the customer  between 12/20 and 12/22. The customer has his contact information and if any further issues occur the distribution director can be contacted. In addition the distribution director has made sure the carrier is aware of the situation and issue should be cleared.

Our customer service team has stated that they were in contact with our IT and were able to resolve the issue. They left a voicemail and emailed the customer the resolution so that she will be able to access the account again.

[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]

As stated there was no previous record that we had on file
prior to this complaint of any attempt to stop the paperTo assuredly stop the
paper our main method is calling our customer service centerAll the phone
calls are recorded. Notes are placed on
the account once the customer makes contact with a representative and verifies
the customer's accountScouring through the account history there was no
record of customer contact to our customer service center in the past year
The previous complaint had only mentioned attempts to write letters on the
billAgain this method cannot be assured as the bills are forwarded directly
to the bankIt would be the bank's determination to forward any kind of
correspondence back to us, which it is not a common practice and outside our
controlThis is why we have the disclaimer on the bill nor to send in any
correspondences with the bill
As for phone calls directly to the customer, those are from our outbound sales
team who often calls customers for retention purposes to make the customer aware
the account is at risk for a non-pay stop in the near futureAs stated in the
original complaint, the customer has not been responding to these phone calls
recentlyWhen a call is not responded to, it goes back into the dialing list
and attempted again at a later pointThis is not meant as harassment, this is
only setup to help us in retention and notify a customer who may be unaware of
the non-pay issue
Due to the unfortunate personal circumstances we will be
crediting the outstanding balance as a sign of goodwill and hope the customer
will be able to restart at some time in the near futureAlso no reports were
sent to a credit agency about the billingLastly we will have the customer's
phone number removed from our calling lists