OppenheimerFunds, Inc.

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 never received the newspaper. Point blank. Maybe your newspaper deliver doesn't know address numbers and is confused. They definitely didn't put it on my door nob as you claimed previously. This obviously is getting no where. The last response actually is different than the original. Which inaccurately claims I did contact you and I said my paper was being stolen, now the story has changed to I never contacted you until Nov, which is true. Unfortunately your lies are not coming together. I need this balance to be 0 as I never received the product and the only bill I received was the day I called to cancel. I'm am not denying I signed up. I just never received a product or a bill. I don't see my request being honored. You may want to consider a new deliver as they are either incompetent or liars. I have no need to rage about a $56 bill, its the principle of the matter. I never received a paper and the companies story continues to change. I will make sure everyone I know is aware of the type of company you are and that apparently your delivery people are completely incompetent. 
Regards,
[redacted]

[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 customer has asked who is responsible for the
damage
of the property while at the same time acknowledging that she has already
contacted us and been made aware that the person who delivered the paper is
personally responsibleThere is no other information we can provide in regards
to this issue as the person who delivered the paper is the responsible party

One of our District Managers has been attempting to contact the customer since the arrival of this complaint last week. So far they have not been able to make contact. Upon contact the District Manager will look to resolve any immediate delivery issues and also give them his contact information so...

that they call him directly with any future issues that might arise.

We apologize for the misinformation. Based on the details here the contractor gave out false information and we have decided to refund back $24.82 for the extra charges beyond the first month. On 3/15 a check was setup to be mailed out for $24.82.

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

representative was very nice and explained they didn't know there was an issue until I called.  Her positive attitude kept me a customer and I renewed for the next year.
Regards,
[redacted]

We are monitoring this from a higher level, but the issue has fallen back on to Sharon S. to make sure the carrier is properly taking care of the issue. We realize that there have already been issues with Sharon in your experience, but we have discussed the issue and she has ensured us that there is a plan in place to verify that delivery no longer occurs. Mark G. is Sharon’s supervisor and would be the contact person if future issues occur He can be reached at ###-###-#### (office) and ###-###-####. [redacted]

I sent another request to our technical team after further complaints about the emails. The technical team did something else on the back end to make sure all references to the email address were removed. I have communicated this resolution to the owner of the email address and told her to contact me if any further issues arise. [redacted]Sales SpecialistConsumer Sales & Marketing ###-###-####[redacted]

One of our distribution team members reached out to the customer and had a conversation. The team member stated that the delivery issue will be rectified.

The issue was forwarded to the distribution team and they have reported back that they have communicated directly with the customer and are now hanging the paper on the customer's door. The issue should be resolved.

I called the customer earlier in the week and left a voicemail requesting a call back so I could explain the situation. I have yet to hear back, but we are honoring the request for a refund as she did originally sign up for a promotion that was refundable through one of our kiosk vendors....

Unfortunately the first customer service rep that she spoke to after calling in about the billing amount moved her onto a cheaper rate, but this new rate was non-refundable. The customer service rep did not fully explain the terms of this promo that he used to stop-save the customer. Per the customer's request we will refund the $19.87 that was taken and we will also be stopping the subscription. The customer can expect a check in the mail for the refund amount in approximately 7-10 business days.

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 appears that the Cincinnati Enquirer lacks proper accounting  procedures as although said they tried to process the debit from my checking account, they erred in using the incorrect account number.  Previously, before the drastic rate increase, the account had been charged for the proper amount for years.  The representative incorrectly transcribed my account number, although they had been using this same account number for years, and I believe they made the errors in an attempt to charge me even more than the agreed upon subscription rate.  I called and paid what they said was the current amount by credit card and I was told that I could review the account online, but they never submitted the online breakdown.Will they finally adopt a subscription rate that is reasonable, correct and HONEST?Thank you for your assistance.[redacted]. R PH

[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]

We have searched all of our records for any advertising accounts with the customer's information that was provided. We do not have any accounts tied back to this customer's information. Possibly the advertisement was placed with their local Dayton paper and the complaint was sent to the wrong...

company. If the customer has any other details they would like to provide, such as the account number being referenced on the bill and the phone numbers and email addresses of representatives that they have contacted in regards to this issue then we can trace the issue further. Otherwise we do not have any records of our company doing business with this customer and the bills the customer is receiving are not from us.

[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 account was restarted on 2/25/18. In regards to the first representative that the customer spoke to on 2/14 to make a payment, this representative did everything as requested by the customer. She processed a $30 payment and stated correctly that the balance on the account will move down to $22...

after the payment is processed. What she did wrong though is that she didn't extend the grace on the account to make sure it didn't stop while the check payment was being processed. She should've seen that the account was at risk to stop before the check fully processed and this would've prevent the account from stopping. The second representative on 2/18 was incorrect in telling the customer that he should've paid with a debit card or credit card to avoid the delay. We try to accommodate our customers as best as possible and we could've easily worked around the payment process timing issue by extending the grace on the account to keep it active. We apologize and we will provide a $10 credit on the account for the inconvenience and as a thank you for being a loyal subscriber.

[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.  But I believe the letter/refund of $2.0 was lame.
Regards,
[redacted]

1. The credit amount for each missed daily paper is 26 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. 2. The credits have been applied. As stated the customer's monthly rate is $27....

There were a total of 5 daily credits applied to the account in February for a total credit of $1.30 (5 x .26). Then on March 13th we had our first premium Sunday delivery that was charged at the rate of $1. This premium Sunday edition was sent out via a postcard right at the turn of January into February and notified customers of new premium papers which would occur four times a year and each time would be reflected on the customer's bill for an additional $1. The net of the credits and the premium charge only resulted in a credit of 30 cents. Deducted off the customer's monthly rate it resulted in final monthly charge of $26.70 for the month of March.3. a. 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 week's of e-newspapers. This is the reason why a missed physical newspaper is only credited at the rate of 26 cents as the customer can get the same content from us online. A customer is subscribing to our content, not just the medium of print.  b. We do occasionally place in the paper the cost of a monthly subscription at our full published price. However we do not list daily rates for home delivery as our billing system is setup to provide fixed monthly billing amounts on a monthly basis. Thus the cost for a single daily paper for a home subscriber fluctuates on a monthly basis due the different mix of days each month.

The customer's address in [redacted] is a no delivery area for The Cincinnati Enquirer. The amount charged was refunded soon after the customer signed up as our data entry team would've rejected the order due to it being in a no delivery area.

We prefer that all requests for changes of any type to an account be submitted through our call centers as we record each call and can review them. Sometimes mistakes are made on our representatives parts for the exact request or the customer might've misunderstood the changes. With the call records...

we can definitively review each request and quickly determine how to fix any errors that may have occurred. Due to the nature of this request we have official documentation and a note has been added to the account to identify the source of the stop request. The account is set to stop for this Sunday 7/16/17 and no more papers should be delivered.