Philadelphia Newspapers

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: that is not my handwriting in the field agreeing to purchase the subscription, where it asks to please initialMy signature is at the bottom in the customer signature fieldThat is my handwriting thereNot aboveI suspect that the agent who signed me up filled in the information for a subscription having given me the impression that I was signing up for the gift cardIf you look at the "*" for the signature at the bottom and the "*" in the initials section agreeing to the subscription, they are completely differentSo is the "*" for my last nameThe handwriting is clearly differentThe initials for my first and last name are the most prominent part of my signature and can easily be contrasted against the initials agreeing to recurring subscription aboveAt most I should have been charged a one-time fee of $5, not the recurring fee agreed to by whoever initialed in my place for the recurring subscriptionFurthermore, I was informed the day that I filed my Revdex.com complaint that the reason no one had contacted me was because they had not been able to contact the deliverer to verify that I received the paperIt is rather suspicious that this confirmation would have come within the last couple of days, only after I contacted the Revdex.com, though this issue had been brought to their attention a month ago, and I've called and requested updates throughout that duration Regards, [redacted]

December 15, [redacted] *** [redacted] New Hope, PA [redacted] Re: Revdex.com Complaint [redacted] Dear [redacted] ***: I sincerely apologize for any inconvenience you experienced with newspaper delivery to your home address Our records show that there are no active accounts in our system for [redacted] in New Hope I have notified our field personnel to stop all deliveries to your address immediately If I can be of further assistance, please don’t hesitate to contact me directly at ###-###-#### Sincerely, Lori D [redacted] Customer Service Manager, The Philadelphia Inquirer & Daily News cc: [redacted] Revdex.com serving Metro Washington DC & Eastern Pennsylvania K StNW, 10th Floor Washington, DC 20005-

December 17, [redacted] Kershaw Street Philadelphia, PA Re: Revdex.com Complaint [redacted] Dear [redacted] : I sincerely apologize for any inconvenience you experienced with your subscription to The Philadelphia Inquirer (Account # [redacted] ) Our records show that an account was slated to start for an 8-week subscription to The Philadelphia Sunday Inquirer (along with a $Gift Card Bonus upon signup) on December 20th at the following address: [redacted] [redacted] Philadelphia, PA [redacted] 12/13/ A subscription payment of $was processed to the credit card number you provided at the time of the sale 12/15/ You placed a call to cancel your subscription Our customer service representative immediately processed the cancellation with a refund request of $to your credit card It takes approximately weeks to process refunds so you should see a credit of $appear on your credit card statement by 12/30/ Rest assured that we are following up with our vendor to better understand what may have been misinterpreted at the point of sale If I can be of further assistance, please don’t hesitate to contact me at [redacted] Sincerely, Lori D [redacted] Customer Service Manager, The Philadelphia Inquirer & Daily News cc: [redacted] Revdex.com serving Metro Washington DC & Eastern Pennsylvania K StNW, 10th Floor Washington, DC 20005-

September 23, [redacted] ** [redacted] Dear [redacted] ***: I sincerely apologize for any inconvenience you experienced with The Philadelphia Inquirer Our records indicate that you previously received a four-week free sample of the Sunday Inquirer There is no charge for our free sample program and you will not receive a bill In addition, we have removed your information from our call solicitation as well as mailing lists so you shouldn’t receive any further offers from our company Again, I apologize for any misunderstanding or inconvenience you may have experienced Please let me know if I can be of further assistance Sincerely, Lori D [redacted] Philadelphia Inquirer and Daily News Customer Service Manager Cc: [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The reply requests a copy of the cancellation emailAs I stated in my initial complaint, Johnathan whom identified himself as a supervisor stated during our conversation on 9/12/that the Inquirer doesn't send out emails to confirm cancellationsWhat email is Lori requesting from me ? The reply also states that my account doesn't reflect a cancellationJonathan stated that he had completed my cancellation and would be refunding by last paymentI did not receive a paper since this conversation so obviously my service has been cancelledOf course I haven't received the refund as stated by JonathanI also asked Jonathan to forward me to his supervisor, he immediately replied that his supervisor was not available but would call me back that dayIt is days later and I still have not received the call from his supervisor Its also amazing that you can not cancel a subscription in writing via emailThis is a convenient way for the Inquirer to say that I didn't call last October to cancel the subscription, which I did in early OctoberMost companies require communication in written form to cancel serviceI expect a refund a full refund as requested in my original complaint within days of this reply If it is not received, I will be forced to dispute the charges with my bank on 10/11/ Regards, [redacted]

Dear MrRome:I apologize for the late delivery you have experienced with your subscription to The Philadelphia InquirerI will follow up with our field personnel to ensure this issue is addressed You should receive a call from our home delivery manager in the next day or two Please note that target delivery time is 6:am weekdays and 8:am on weekends On occasion we run into press issues which delay timing of the paper to the warehouses, and in turn effect the time you receive delivery to your home address But this is the occasion and not the norm, so I can appreciate your frustration with this ongoing delivery problem I have credited your account $for the poor service and inconvenience you have experienced I hope you will give us the opportunity to provide the level of service you expect and deserve You are important to us! If I can do anything else to ensure your future satisfaction, please contact our Customer Service Supervisory line at ###-###-####.Sincerely, Lori DCustomer Service Manager

Hi ** [redacted] :I sincerely apologize for any misunderstanding with your subscription to The Philadelphia Inquirer As part of our terms and conditions, all subscriptions renew automatically unless you contact Customer Service to cancel Information regarding your subscription and our policy can be found in the disclaimer language of all new subscription promotional material, on the back side of our subscriber bills, in the information box on page Aof the Inquirer print edition as well as in the Subscription Terms and conditions on our website: http://www.philly.com/philly/about/subscribe/Print_and_Digital_Subscriber_Terms_...⇄ Upon completion of a billing period, delivery and billing will continue, unless the subscriber contacts The Philadelphia Inquirer/Daily News to cancel delivery by calling ###-###-#### Our policy mirrors that of many other service provider companies: cable, electric, water, trash disposal etcin which your service continues unless you contact the provider to discontinue or cancel Most companies also allow for a courtesy “grace period” in which they will continue to provide your service without payment for a certain period of time This period accommodates an occasional delayed payment due to forgetfulness, vacation or any life event that may periodically interfere with making an on time payment Our vacation policy changed about years ago This information can also be found in the print edition and our online terms and conditions With the advancement of digital technology – subscription packages include access to our comprehensive news content available in both print and digital format While print delivery may be suspended for vacation, your news content continues to be readily available and accessible x – from anywhere, at any time through your laptop, PC or smart phone This has become a standard in the publishing industry as more subscribers are consuming their information “on the go” as they travel to and from work, while on vacation or even out of the country It has become a necessary convenience and an invaluable part of our subscription package for a majority of our subscribers I am sorry you were unable to take advantage of your subscription digitally In lieu of cancellation notification, The Inquirer continues to incur expenses for printing, distribution and home delivery of the paper Therefore it is not our practice to issue a refund while service was provided However, noting you have been a long term valued customer, I will make an exception and am refunding your most recent payment of $along with vacation credits totaling: $for a refund total of $ Please expect to see the refund within 2- weeks I would also like to reassure you there hasn’t been any negative reporting against your credit.Vacation charges for the past years:08/22/– 08/30/ $10.6403/20/– 03/26/ $ 8.5608/23/– 09/01/ $13.02Total: $32.22I am sincerely sorry to lose you as a subscriber If you change your mind or reconsider subscribing sometime in the future, please let me know We have a special rate available for returning subscribers.Thank you.Lori D.Customer Service Manger

November
15, 2015Dear
*** ***:I
sincerely apologize for the issues you have experienced with your subscription
to The Philadelphia Inquirer. (Account #***).Your
initial subscription began on Sunday, March and came with a $Gift Card
upon signup. Our records
indicate that
you called on 3/22, 3/and 4/complaining of no delivery and we issued $in
service credits for the missed papers.
We also contacted our delivery personnel to ensure the issues you
experienced were correctedSince
that time we have received no additional complaints regarding poor service or
missed delivery. Our records further
indicate that on 11/15/you called to cancel your subscription due to poor
service.As
a customer courtesy, we will process your $refund request. You should see this credit appear on your
credit card statement within 2-weeks. If
I can be of further assistance, please don’t hesitate to contact me at
***. Sincerely,Lori D.Customer
Service Manager,

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

November
15,
size="4">
BUREAU
OF CONSUMER PROTECTION
South 12th Street/2nd Floor
Philadelphia,
PA
BCP-***
Dear
*** ***:
I
sincerely apologize for the issues you have experienced with your subscription
to The Philadelphia Inquirer. (Account #***)
Your
initial subscription began on Sunday, March and came with a $Gift Card
upon signup Our records indicate that you
called on 3/22, 3/and 4/complaining of no delivery and we issued $in service
credits for the missed papers. We also
contacted our delivery personnel to ensure the issues you experienced were
corrected
Since
that time we have received no additional complaints regarding poor service or
missed delivery. Our records further indicate
that on 11/15/you called to cancel your subscription due to poor service
As
a customer courtesy, we will process your $refund request. You should see this credit appear on your credit
card statement within 2-weeks
If
I can be of further assistance, please don’t hesitate to contact me at
***.
Sincerely,
Lori
D***
Customer
Service Manager,
The
Philadelphia Inquirer & Daily News

?
January 31,
Dear ***:
Please let me apologize for the late delivery time you experienced with your home delivery subscription to The Philadelphia Inquirer.
/>
We are deeply troubled that this issue has caused inconvenience to you, our valued customer, and have looked into your complaintWe are following up with our home delivery staff to ensure you receive your paper within our guaranteed delivery window of 6:am
daily and 8:am on the weekends.
Please accept the enclosed $*** Gift Card for the inconvenience we have caused
I hope you will give us the opportunity to provide the level of service you expect and deserveYou are important to us! If I can do anything else to ensure your future satisfaction, please contact our Customer Service Supervisory line at ###-###-####
Sincerely,

December 15,
Roman", serif">*** * ***
** *** ***
New Hope, PA ***
Re: Revdex.com Complaint ***
Dear
*** ***:
I
sincerely apologize for any inconvenience you experienced with newspaper delivery
to your home address
Our
records show that there are no active accounts in our system for ** *** *** in New Hope. I have notified our
field personnel to stop all deliveries to your address immediately
If I can be of further assistance, please
don’t hesitate to contact me directly at ###-###-####
Sincerely,
Lori
D***
Customer
Service Manager,
The
Philadelphia Inquirer & Daily News
cc: *** ***
Revdex.com
serving Metro Washington DC & Eastern Pennsylvania
K StNW, 10th Floor
Washington,
DC 20005-

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I apologize for the delay *** ***. Our
field manager confirmed with the carrier that he has been making regular
deliveries to *** *** *** through the subscription cancellation date
of 07/12/15. The response was confirmed by our Customer Service
supervisor just prior to your complaint filed with the Revdex.com.
A $Gift Card was provided at the time of
sale as a special promotion for signing up for delivery of The Inquirer.
The initial week term of $was charged immediately. The contract
states “Subscription does not automatically stop after initial term.
Subscription will renew until cancelled by the subscriber.” Your
credit card and signature were provided at the time of sale
Your account shows no record of inquiries
reporting missed deliveries, billing inaccuracies or unauthorized charges to your credit card over the course
of your subscription until recently. Liability for any charges to your
credit card would have been limited if reported in a timely manner. The Inquirer has been delivered in accordance
with agreement terms along with the expense associated with printing and delivering
the newspaper to your home.
We realize misunderstandings occur and as a
courtesy gesture of good will I have credited half of the requested amount back
to the credit card on file.
Sincerely,
Lori D***
Customer Service Manager

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Is there a record on the rep who signed me up without my permission or knowledge? If not it's going to be difficult to pinpoint who did this to me I feel violated and highly upset The fact that the guy admitted to what he did and was a smart aleck over the phone blew my mind I hope you never find out what it's like to have your money stolen
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

October 10, 2016BUREAU OF CONSUMER PROTECTIONSouth 12th Street/2nd FloorPhiladelphia, PA 19107BCP-***Dear *** ***: *** * *** ** Philadelphia, PA ***I sincerely apologize for the issues you have experienced with your subscription to The Philadelphia
Inquirer. (Account #***).Our records indicate that you signed up for an 8-week auto renew subscription to The Philadelphia Inquirer for $which came with a complimentary $Gift Card upon signup. Payment was processed on the credit card you supplied to the sales person at the Kiosk at the time of the sale. Your subscription began on October and was cancelled almost immediately thereafter when you called our Customer Service Department on October Rest assured that I will follow up with our Vendor manager regarding your order. While the goal of our sales representatives is to secure new subscriptions to The Philadelphia Inquirer or Daily News, we certainly do not condone or tolerate any inaccuracies or misrepresentations on the part of the sales representatives who secure the order. I have processed a full refund request for total amount charged to your credit card of $Please allow weeks for processing. Also in a gesture of sincere apology, please retain and use the $*** Gift card provided to you at the time of sale If I can be of further assistance, please don’t hesitate to contact me at *** Sincerely, Lori D***Customer Service Manager,The Philadelphia Inquirer & Daily News

Dear *** ***:I sincerely apologize if you are receiving unsolicited or unwanted copies of Shopper's Express or The Philadelphia Inquirer Your address is not active in our system to receive Shopper's Express delivery nor has it been since 03/29/ However, your address was slated to
receive a sample copy of the Sunday Inquirer for the past weeks - free of charge.The sample was stopped on 10/09/ I will reach out to our home delivery personnel to ensure no additional copies of either Shopper's Express or the Inquirer will be delivered to your home address at *** *** ***/Norristown Again, I apologize for any inconvenience this may have caused If I can be of further assistance, please don't hesitate to contact me directly via email at ***@phillynews.com or by telephone at my direct extension ***. Thank you for your patience as I work to resolve this issue Sincerely,Lori D***Customer Service Manager, The Philadelphia Inquirer & Daily News

Hi *** ***:Again I apologize for any misunderstanding Please note as I failed to mention this in our earlier correspondence that I have referred your complaint to person who manages our Kiosk vendors He is researching the situation If he should find any impropriety on the part of the vendor, rest assured appropriate action will be taken up to and including dismissal Lori D***Customer Service ManagerPhiladelphia Inquirer and Daily News

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Unfortunately, it wasn't a simple misunderstanding. It was a vendor of yours intentionally misleading to meet his sales obligations. While I would normally chalk it up as a lesson learned, there are two complications. 1) I never received your paper. It was never, not once, delivered. I've bought the Sunday paper at cover price off the shelf during that time period. I would certainly not have wasted the money if I had a paper already delivered to my home. This whole experience is leaving a bad taste in my mouth as someone who has invested way more in your papers (Daily and Inqy)  than the refund I am requesting, and who had a tradition of buying your paper from the newsstand every morning passed down from generation to generation. 2) The initials agreeing to purchase the subscription and to automatic renewal are not mine. I brought the discrepancy to your attention in my last correspondence. This is also true of the writing in the address field above. The "W" particularly stands out in the street name, and was first to catch my attention, as I never loop my Ws. I use sharp angles for my Ws and Ms. But that's less concerning than the initials by the agreement to subscribe. No one has any reason to be initialing there except me. 
Again, I would normally chalk it up to a lesson learned in not trusting certain people, but that I have never received an issue coupled with evidence of the forged initials by the agreement to subscribe and automatically renew won't let me, in good conscience, just let it go. It wasn't a misunderstanding but a deliberate deception and forgery. 
 
Regards,
[redacted]