Orange County Register

Our records show a subscription account in the name of [redacted]  [redacted]. The customer's last payment was debited on 3/30/2014 in the amount of $162.86, for the 52 week service period 3/27/2014 – 3/26/2015. The payment amount was adjusted for the service...

period that was not delivered October 2014 – March 2015 and refunded to the customer’s credit card effective 12/18/2014. Please allow up to 3 days to receive the refunded amount of $81.42 to the credit card account.

We contacted the subscriber to confirm that we have processed the complaints regarding wet papers and wrong delivery locations. We will follow-up with the customer to verify delivery and escalate this matter until it is completely resolved. A credit has been processed for the wet papers.
 
Our goal in the days and weeks ahead is to make things right, and we are making rapid progress.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] PS: Although the resumption of newspaper delivery has begun, I'm waiting a couple of weeks before a desired level of comfort is complete.  Numerous complaints of sporadic delivery have been made against the OC Register and want to make sure that doesn't occur with my delivery.  It took 2 1/2 months to get my first paper redelivered, hence my apprehension in saying everything is back to "normal"

We have attempted contact the subscriber to verify that we have corrected the issue with missed deliveries on this route. We will follow-up with the customer to verify that the issue with missed deliveries has been corrected and escalate this matter until it is completely resolved.
 
As...

requested we have processed a credit adjustment to the account as of November 19, 2014. We apologize for any inconvenience we may have caused with missed deliveries.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We have made a second attempt to contact the subscriber to confirm that the refund check is scheduled to be mailed to the customer at the address listed in the complaint on 2/12/2015. We will follow-up with the customer to verify receipt of the refund check and escalate this matter until it is...

completely resolved.

Our home delivery routes have been transitioned to a new distribution company. The majority of these routes are covered by permanent carriers who have the familiarity and experience to deliver to hundreds of homes and apartments before sunrise. However, some of these routes are covered by temporary or brand new carriers. They are often ill-equipped to handle the arduousness of the task. The routes have dozens of special instructions, such as gate codes, vacation holds or specific placement of the paper.
Over the course of the last six weeks, the new distribution company and the independent distributors have faced a number of challenges – most notably the shortage of qualified applicants and turnover among temporary drivers. We have made a number of recent adjustments that will provide relief in the days and weeks ahead – e.g., sourcing professional carriers with existing knowledge of the affected areas and opening a new distribution center that is centrally located to where delivery problems persist.
Our goal in the days and weeks ahead is to make things right, and we are making rapid progress. We apologize for any inconvenience we have caused with the missed deliveries.

We have contacted the subscriber and verified that we have corrected the issue with missed deliveries on this route with the exception of one missed day. We will follow-up with the customer to verify that the issue with missed deliveries has been completely corrected and escalate this matter...

until it is resolved.
 
As requested we have processed a credit adjustment to the account as of November 19, 2014. We apologize for any inconvenience we may have caused with missed deliveries.

We have contacted the subscriber to confirm that we have made the November bill adjustment and processed the credit card refund for $35.10. We will follow-up with the consumer to verify the refund has been credited back to her account.

We attempted to contact the subscriber to confirm that the refund check was mailed to the customer at the address listed in the complaint on 1/26/2015. We will follow-up with the customer to verify receipt of the refund check and escalate this matter until it is completely resolved.

I cancelled my subscription and was promised a refund within 10 days. It's been 45 days and I have not received my refund.I was just want my money back.

I do not like the new paper format. Go back to separate sections main local and business. The weather should also be in the loxal section not the sports section. RAK Laguna Niguel

I signed up for a year's worth of pre-paid 7 day a week service in September, instead I got 4 days a week, and then got a bill for $20 a month. My deal, that I got through a representative of the paper at a nearby CVS clearly shows on the receipt/contract that it was for 7 days a week, and paid for in full (Cash). (Next time, I will use a credit card)...

So when I got the first bill, I called and questioned it, and finally was told to send a copy of the receipt to an e-mail address, which I did. I didn't hear anything back. Then I got a second bill, and I responded with a Certified Letter explaining the matter, along with a copy of the receipt.

Then all delivery stopped, and I started to send e-mails complaining that the paper didn't arrive by 7 AM. No response.

I just finale a Consumer Protection Complaint with the Orange County District Attorney for failure to deliver promised merchandise.

All I am asking for is what was promised, so a year's worth of the newspaper delivered, and to get a new expiration date that makes up for the 3 days a week I didn't get it, plus the current non-delivery days.

My next step will be Small Claims court, where I will sue for $520, the cost of a year's worth of the paper if bought at the news stand/7-11 including sales tax.

Review: The OC Register began calling me a few weeks ago about collections on an account I had never opened. I never opened the account, I never received the OC Register newspaper at the address recorded on the account, and I was charged (unknowingly) for almost a year. The only reason I know now is because they have begun calling me for a past due amount because the card which the account was billing was cancelled. The name on the account, the address on the account, and the card on the account were all mine (granted an old address and old card).After talking to multiple staff members about the issue and coming to the conclusion that it was a fraudulent activity, I was asked to call another number to speak to their customer service (apparently I was speaking to their collections). When I talked to their customer service, they confirmed what information I had already been told by collections and basically told me "tough st, you owe us $100." I explicitly told them that I never asked for the subscription, never RECIEVED the subscription, and was completely unaware of it.I asked them to send me an e-mail of a copy of the receipt that I had apparently signed, despite never having signed anything, which they said they would do but would not ask for my e-mail. I brought this up to them and told them my e-mail address. I am still waiting for a copy of the receipt.Desired Settlement: I simply want the charges removed. I don't even care about being refunded for the money that I had, in my ignorance, been charged for for almost a year. This fraudulent charge could affect my credit score and I feel it is unethical for me to pay for something simply because a company is claiming that I asked for their services, especially when I never even received their services for the fraudulent charges in the first place.

Business

Response:

In review of the past subscription file, we see that the delivery service was started on 2/9/2013 using the name, address and credit card of the complainant. The customer stated in the complaint “I never received the OC Register newspaper at the address recorded on the account, and I was charged (unknowingly) for almost a year”. We did not receive this communication until 3/17/2014 and the subscription did not automatically stop based on nonrenewal; as a result the service did not stop until 2/28/2014 which left a balance owing of $97.17.

Review: For the past few weeks there has been only a few newspapers delivered to my home address. I can not access a representative by phone during normal business hours. All automated responses. My recent success was this a.m. when a live person said my missed paper from the past few days would be delivered. It was not! I just now called to try using the automated system and was told by a robo they could not find my account. I did have a delivery this past Monday a.m. with a note stating this would be my last paper delivered since there was not an agreement decided upon and he no longer would be delivering papers after many years of doing so. I am paid up until, I believe April of 2015. I paid a year in advance not knowing this unprofessional, unethical happening would occur. I am amazed how a business could let this happen. A thinking owner would have had a backup (for lack of a more fitting word) for delivery issues. Thank you for reviewing this complaint. I did, by luck, have a conversation with the business office and was told they would make an adjustment to my account for the past few weeks. I was told the delivery issue was being solved. It wasn't!!!Desired Settlement: Immediately correct the problems of non-delivery to paid-up customers by hiring employees and paying a fair wage.

Business

Response:

We have contacted the subscriber to confirm that we have corrected the issue and apologized for any inconvenience we may have caused with the missed deliveries. We will follow-up with the consumer to verify delivery and escalate this matter until it is completely resolved. As requested the subscriber has been credited for all of the missed delivery days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: I have a one year pre-paid subscription for home delivery of this newspaper once per week (Sunday). Around October 1. 2014 the delivery stopped. I contacted them to report the non-delivery and got through to a representative 3 times initially. I was assured a paper would be delivered. It was not. I was told they have gone into a new system and were experiencing issues. I tried to understand but that is not my problem they can't deliver the product. Two months have passed, still no paper. Now when I attempt to contact them I can't even get through. My call goes to a recording stating "all lines are busy and my call can't be taken". At one point I waited on hold for 30 minutes only to be told "all lines are busy". This service is unacceptable. I have made numerous attempts to resolve this to no avail. I have also sent emails. Per American Express I pre-paid $84.24 on 4/17/2014 to them.Desired Settlement: I am asking for a full refund.

Business

Response:

Our records show a subscription account in the name of [redacted] 92649. The customer last payment for the subscription service was debited on 4/17/2014 in the amount of $84.24, for the service period 2/23/2014 – 12/21/2014.

Review: On 10/20/14 I contacted the OC Register requesting to close my account and to be sent a refund. I spoke to an individual by the name of [redacted], who told me that I would receive a refund of $10. and some change. To this date I have not received the refund and have tried to contact the OC Register in several occasions with no success.

Account_Number: Acc # [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to receive a full refund for the services(newspaper) not received.

Business

Response:

We attempted to contact the subscriber to confirm that the refund check was mailed to the customer at the address listed in the complaint on 1/26/2015. We will follow-up with the customer to verify receipt of the refund check and escalate this matter until it is completely resolved.

Review: Contacted them regarding charges to bank account that went on for over a year and they claimed we never cancelled paper when we moved. Traced charges back to April 2012 and address was not valid since 2010. Customer service insisted we were charged entire time and cannot give refund since they said we never closed account . I have obtained copies of bank statements for the period in dispute. Charges just began out of the blue in 2012. Register offered a partial refund but these were entirely unauthorized charges. I am seeking a full refund and if needed will.provide statement copies.Desired Settlement: Entire refund for fraudulent charges.

Business

Response:

In review of the past subscription file, we see that a delivery service was started on 1/14/2010 by a door crew sales vendor. The initial subscription agreement signed by the customer disclosed a reoccurring bank draft auto debit every 5 weeks in the amount of $7.94 that would continue until the subscription was cancelled by the customer. The information in this complaint indicated that the customer relocated to a new address without any attempts to transfer or stop the delivery service; as a result the delivery service continued uninterrupted until 1/28/2014.

Review: The OC Register started using an independent carrier per their IVR Response when calling their customer service department. As of Saturday 10/4/14, I (and several others) have not received a paper that I paid for and that service includes delivery of their paper. I called customer service several times and cannot get a live person. I emailed them and no response. Their automated system asks us to be patient. I was patient for 4 days and still no newspaper is being delivered but they take my money I paid for delivery and the paper. This is a not satisfactory and would like to know what recourse I have.Desired Settlement: I would like creidt for days I did not recieve the newspaper.

Business

Response:

Over the weekend, the Register transitioned to a new independent carrier force to deliver the newspaper. While most delivery routes were not impacted, several of you had problems.

Review: I am a 7 day per week subscriber to the OC Register. Since October 4, 2014 though October 12th, so far, I have received a paper only once. I have notified them via their website every day that I did not receive a paper. Each time, I received an email confirming that they received my missed delivery submital and would deliver a paper to me. Only on one occasion, did I receive a paper (2:20PM). All the rest of the days I received no paper or response from the Register other than their auto response email to my missed deliveries the following is copied from their website regarding "Customer Bill of Rights"

The Orange County Register is dedicated to serving its community as an independent source of news and information, with the highest standards of accuracy, credibility and integrity. Our promises:

We'll deliver a paper that satisfies you or your money back.

We'll deliver the newspaper on time, in readable condition, or your money back.

Delivery is guaranteed no later than 5:45 a.m. weekdays and by 7:00 a.m. on Saturdays, Sundays and holidays.

If you have an inquiry, we will respond to you within 24 hours.

We'll listen to your ideas on how to make our products and services better and will acknowledge them promptly.

We'll publish your ad correctly the first time or your money back.

If you experience a problem with the delivery of your paper, we will deliver a replacement newspaper.

They have not lived up to any of these commitments. They have been ignoring and lying to thousands of their customers. You can verify this by going to their Facebook and Twitter pages and reading the page after page of complaints. They also have committed to refund subscribers for all days they did not receive their paper. Please follow up to ensure that they meet all of their commitments before they declare bankruptcy which I feel will happen in the near future.Desired Settlement: That they be held to their commitment that everyone that did not receive their papers will get a billing adjustment and those people that cancelled their subscription be given a refund.

Last, they need to read and follow their written "Customer Bill of Rights" they deserve an "F" grade for the way they have treated their subscribers.

Thank you, [redacted]

Business

Response:

Saturday October 4, 2014, the Register transitioned to a new independent carrier force to deliver the newspaper. While most delivery routes were not impacted, several of you had problems.

If you are among those who have encountered an issue, we apologize for letting you down and are working around the clock to make it right. Please contact our Customer Service team through ocregister.com/go/delivery or email [email protected]. If you have already done so, no further action is needed. You will not be charged for the days where there were mistakes with your paper.

Here are specific actions underway to correct the issue:

-The Register has doubled Customer Service staffing levels since Saturday to respond to all individual inquiries as quickly as possible.

-Our delivery vendor is working around the clock to correct all affected delivery routes, and actively recruiting and training the new carrier force to meet your expectations as quickly as possible.

-We are developing a network of pickup locations where subscribers can pick up a complimentary copy of the newspaper as an alternative until each route is corrected and running in full force. Subscribers may also visit the Register’s offices at 625 N. Grand Ave. in Santa Ana weekdays from 8 a.m. to 5 p.m. and weekends from 8 a.m. to 3 p.m.

Our goal in the days and weeks ahead is to make things right, and we are making rapid progress.

Thank you for subscribing to the Register. We greatly appreciate your support.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response I received from the Register is word for word the same as they have been publishing in the Register every day since they quit delivering the paper. I consider it an "auto response" just like their auto response emails when you tell them on their website that you missed delivery.

This once again, confirmed my position that they have NO genuine concerns to their subscribers. They have been a broken record to all the complaints they have received. They say that only a few areas have delivery problems. Well, if you go to their Facebook page and read all the complaints, you will see that they are from individuals throughout the county. I have never heard of a company that has such a disregard for their customers. I am willing to bet that no one from the CEO down through their management chain has read their own "Customer Bill of Rights".