Pittsburgh Post-Gazette

Review: Ordered and paid for a Sunday, Thursday subscription for 13 weeks. Paid $33.15. I only got 4 papers. I've called numerous times and have sat on hold for 30-40 minutes with each call. The phones are all automated and you can't speak to a person. I finally got thru to someone in their orders department (naturally they pick up that line since it means bringing in money)and was told that she had to transfer me to customer service (the line I held on to on several occasions). I told her the only way I wanted her to transfer me was if she held on the line with me. She said she couldn't do that. I just can't seem to get this matter handled and would like your help.Desired Settlement: I would like my money back. I paid for the subscription with a debit card from my bank. My next step is to contact my bank to see what they can do for me.

Review: Was given a free weekday delivery of the paper. Was automatically changed to a paid 7 day subscription without notification. Never agreed to subscription change. Post Gazette will not return/answer emails. Also called customer service (spoke with Jason) he said a supervisor will call back after supervisor completes his current phone call. Still waiting for call back.Desired Settlement: Refund of three months overcharges. Placed back on Sunday only delivery. Remove phone number from future free delivery calls.

Business

Response:

Re: #[redacted]I am writing in reply to the consumer complaint filed by [redacted]. The customer service representative Mr. [redacted] spoke with on January 14, 2016 changed his subscription account to a Sunday only frequency. I have since refunded the difference in subscription payments totaling $20.20.The telemarketing firm he spoke with in June 2015 was notified of his request to no longer be contacted concerning upgrading his delivery frequency. If you need further assistance please feel free to contact me at ###-###-####. Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Review: I have never signed up for the Sunday Extra of the Pittsburgh Post-Gazette. I have been on the opt-out/do-not-deliver list for several years. We started receiving them again last year, when I made at least 30 emails and phone calls, attempting to make the deliveries stop, but to no avail. When I spoke with people on the phone, they were always very considerate and apologetic, and assured me they were "escalate this to the next level," but I continued to receive the unwanted papers strewn on my front lawn. I made two attempts to speak with a manager, and was told one would call me back; they never did. After a Revdex.com complaint, the papers stopped, but only for a few months. We have been receiving these newspapers yet again since November, and I want this to stop immediately, and for good. It is extremely poor business practice to have an opt-out list that is completely ignored by the delivery people, and to also have such a lack of response by a delivery manager. Especially since my spouse and I both travel for work, having newspapers piled on our front lawn as a signal to prospective burglars that we are not home is both disturbing and unacceptable. Thank you.Desired Settlement: I would like to hear from a manager, and I would like these deliveries to stop immediately and forever. I am tired of having to complain to this business constantly.

Business

Response:

Thanks. January 27, 2016Re: #[redacted]I am writing in reply to the consumer complaint filed by [redacted]. I consulted with Michelle H[redacted] concerning Ms. [redacted]’s reoccurring complaint about the unsubscribed delivery of the Sunday Extra product to her home. Ms. H[redacted] contacted Ms. [redacted] to discuss her complaint. Ms. [redacted] was reassured that the additional steps that have been taken should eliminate any further deliveries. Ms. H[redacted] provided Ms. [redacted] with her direct telephone number should she need any further assistance in the future. If you need further assistance please feel free to contact me at ###-###-####. Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Review: On June 15, 2014, I had filed a previous complaint against the Pittsburgh Post Gazette for throwing unwanted and unordered Sunday newspapers in my driveway. I thought the problem was resolved, but apparently it isn't. The Post Gazette has AGAIN started throwing unwanted and unordered Sunday newspapers in my driveway and at random places in my yard. I do not subscribe to the paper, I do not want the paper, and I have called them numerous times to tell them to stop placing it in my driveway. They stop for awhile, and then they just start doing it again. I know from experience that if I do not go through the great inconvenience of calling their circulation department and insisting they stop delivery, they pretend I subscribed and eventually call me claiming that I owe them money.Desired Settlement: I want them to PERMANENTLY stop placing newspapers in my driveway and yard. I am very tired of having to repeatedly deal with this situation!

Review: I ordered the Sunday paper only, in August and after not receiving it that first Sunday I called only to be told they would take care of it. After going back and forth with them for at least 2 months and never receiving a paper I asked for a refund due to the paper never and I mean never being delivered. I was advised I would receive a refund in 7 to 10 business days. After 2 weeks gone by and no refund my daughter called and asked the same girl Jasmine (x**) to speak with her supervisor. She then spoke to Stewart whom in which she asked and she was advised all the calls were documented in the system and they had all of my info and that he would look into it and they would send the refund out. I still have not received the refund. This newspaper has stolen my money.Desired Settlement: I just want my money back that this newspaper robbed me of. I'm 79 years old and on a fixed income as most of us are. If they are looking for charity to stay in business they are going about it in the wrong way.

Business

Response:

Re: #[redacted] – [redacted]I am writing in reply to the consumer complaint filed by [redacted]. I apologize that the independent carrier in her area did not honor her subscription request and deliver a newspaper to her home. Two refunds checks totaling $25.25 were issued by the Post-Gazette for her cancelled subscription order. The first check in the amount of $17.50 was issued on October 13, 2015 and the second check in the amount of $7.75 was issued on November 3, 2015. The billing address on Ms. [redacted]’s account was not updated to reflect a removal of her daughter’s information and a switch to Ms. [redacted] being responsible for her own billing. The refunds checks were mailed to Ms. [redacted]’s daughter. I spoke with Ms. [redacted]’s daughter today. She said she did receive both checks; however, she has shredded them. I have put a stop payment on both checks and will reissue one check to Ms. [redacted] in the amount of $22.75 as soon as possible. If you need further assistance please feel free to contact me at ###-###-####. Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Review: I started receiving newspapers, unasked a few months ago. After several weeks, I filled out a request to stop that. They briefly stopped, but then I started getting telemarketing calls. I asked the telemarketer to take me off of the list. They said they would comply, but noted that I was listed as "former subscriber." I told them that I was not a former subscriber, but had been signed up, without my permission, for a free subscription, which I requested to be removed from.

The calls stopped, but then the deliveries started again. I called to request the deliveries stop, which they did, but then the telemarketing calls started again.

This cycle has repeated several times. I am tired of getting unsolicited paper deliveries. If I am away on business, they stack up on my porch, making my house a target for burglers. I do not want telemarketing calls coming in at all, and especially not at 8 am on Saturday morning. I am also registered on the Do Not Call List, and while the PG and [redacted] will claim that I have an existing relationship with them, exempting them from the Do Not Call List rules, I do not. I am not a former subscriber and never have been.

I cannot understand why it is so hard to get this company to stop delivering papers that I never asked for in the first place. I have called, I have filled out forms, I have tweeted.Desired Settlement: I would like to never receive another paper from the Post Gazette at [redacted].

I would also like to never receive another telemarketing call from [redacted], the telemarketing company contracted by the PG. I have requested to be removed from that list several times with no success. I do not have an existing business relationship with Post Gazette, as I never signed up for papers, so I should not be exempt from Do Not Call List rules.

Business

Response:

Re: #[redacted] – [redacted] I am writing in regards to the complaint filed by [redacted]. An independent contractor services the area in which Ms. [redacted] resides. The distributor purchases newspapers from the Post-Gazette for distribution to homes. The Post-Gazette Operations Manager has contacted this contractor and relayed Ms. [redacted]’s request to stop all deliveries to her home at [redacted]. I have also notified the telemarketing vendor to place her telephone number, ###-###-#### on their do not call list to prevent further contact concerning a new subscription. I apologize that these matters were not previously resolved. If you need further assistance please feel free to contact me at ###-###-####. Thank you, [redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Consumer

Response:

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

Review: [redacted] Corp is a tele-marketer for Pittsburgh Post-Gazette. They call my home repeatedly every day at all hours despite my numerous requests to both [redacted] Corp and Pittsburgh Post-Gazette to remove my number from their call list. This has been going on for a few years, and this practice is harassing.Desired Settlement: I want Post-Gazette's agent, [redacted], to stop calling me

Review: This is the third complaint I have filed against the Pittsburgh Post Gazette for the same issue. They have again started throwing unwanted and unordered Sunday newspapers in my driveway. I do not subscribe to the paper, I do not want the paper, and I have called them numerous times in the past to tell them to stop placing it in my driveway. They stop for awhile, and then they just start doing it again. I know from experience that if I do not go through the great inconvenience of calling their circulation department and insisting they stop delivery, they pretend I subscribed and eventually call me claiming that I owe them money.Desired Settlement: I want them to PERMANENTLY stop placing newspapers in my driveway and yard. I am extremely tired to having to repeatedly deal with this situation!

Business

Response:

Re: #[redacted] – D[redacted]I am writing in reply to the consumer complaint filed by [redacted]. Bernie D[redacted], the Regional Zone Manager for Pittsburgh, has contacted the independent contractor in Ms. [redacted]’s area to cease all deliveries of the Pittsburgh Post-Gazette product to [redacted], 1[redacted] immediately. The copies were intended for a subscriber at a different address on her street. Mr. D[redacted] has contacted Ms. [redacted] to assure her that this issue will be corrected expeditiously. If you need further assistance please feel free to contact me at ###-###-####. Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Consumer

Response:

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

Review: I have been receiving newspapers from the Pittsburgh Post-Gazette that I never ordered. Without warning and without me ordering a subscription, newspapers are being delivered to my house. Unfortunately, now I have to pick them up and recycle them. They are in fact littering my property and forcing me to clean up after them. This has happened once time before. I want the Pittsburgh Post Gazette to stop delivering papers that I did not order.Desired Settlement: Please cease and desist with newspaper delivery. Thank you!

Business

Response:

Re: #[redacted]I am writing in reply to the consumer complaint filed by [redacted]. I have notified the independent contractor in her area to cease all deliveries of the Pittsburgh Post-Gazette product to [redacted] immediately.The copies were free samples provided by the independent contractor in her area in an attempt to secure her as a customer.I apologize for the inconvenience to Ms. [redacted].If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Review: In December of 2014, I began my monthly subscription with the Post Gazette at a rate of $9.96 per month. The $9.96 was billed to my [redacted] automatically and this charge continued each month up through and including January of 2016. On January 11th, I contacted the PG to change my credit card on file from [redacted] to [redacted] and I received an email stating that this change was made on January 15th. I also received an email containing an "Automatic Renewal Confirmation", but did not review closely as I assumed it provided no additional information. When I received my next [redacted] statement, I had two additional charges from the Post Gazette for $9.96 (one on 1/17 and the other on 1/21) even though the $9.96 charge on my [redacted] should have taken me through February. Clearly, the PG did not have my authorization for these charges. When I contacted the PG, they tried to tell me that I had a 4 week subscription the entire time and that I had accrued a balance which needed to be satisfied. When I went back to review the "Automatic Renewal Confirmation" I saw that they had switched me to this 4 week subscription even though that is NOT what I signed up for. This is not the first time the PG had offered a subscription it failed to honor. In December of 2014, the PG sent me an email offering a 1 year gift subscription for just $32. I ordered the subscription and gave it to my girlfriend for Christmas. Ultimately the PG refused to honor that subscription and I decided not to pursue it any further. Clearly the PG is engaged in some "suspect" business practices.Desired Settlement: I would like all the unauthorized charges to my [redacted] account on 1/17 and 1/21 refunded. I also want the PG to provide a one year subscription free of charge for their prior refusal.

Business

Response:

Re: #[redacted] – [redacted]I am writing in reply to the consumer complaint filed by [redacted]. The customer service representative that was corresponding with Mr. [redacted] stopped his digital subscription yesterday. Today, after the credits are processed, three payments of $9.96 will be refunded to Mr. [redacted]’ VISA card. Mr. [redacted]’ payments occurred on the 15th of every month. The charge amount was for 28 days. His payments were actually paying for previous access, not paying in advance. In his complaint, Mr. [redacted] mentions that the payment of $9.96 charged onJanuary 15, 2016 should have taken his account to February; however, that is not what happened. This payment actually paid for access through December 26, 2015. Some accounts are paid in advance, and some are paid in arrears, it depends on how the billing date is set up. When a specific date is entered for the EZ Pay, or automatic payment billing date, the payment is equal to 28 days at the account rate. Since there are some months with more than 28 calendar days, the extra days beyond 28 are unpaid. The charges for these extra calendar days are then deducted from the next payment the following month. In January, Mr. [redacted] utilized the Post-Gazette’s customer portal to self manage his subscription account. In doing so, when he changed the credit card on his account from [redacted] to [redacted], the automatic payment billing date was also changed. The account no longer reflected a payment date of the 15th of the month. The billing date was reset so that the charge would occur at the end of the paid period. Since the paid period was December 26, 2015, a payment for the 4 week term was processed immediately. The amount of the payment for the four week term, however, was not enough to bring the account current, so another payment was processed. These payments are processed automatically. The third payment which occurred in January brought the account current and paid for access through February 20, 2016. The Make a Payment page in the customer portal would have displayed the December 26, 2015 date under the Renews On section, indicating when the next payment would occur. In regards to the gift subscription Mr. [redacted] mentioned; the gift subscription request was received on December 15, 2014, more than one year after he started his own digital account at the same address on October 3, 2013. Only one active account is permitted per address. Information concerning this disclaimer was provided on the order page. As I stated earlier, the three payments of $9.96 will be refunded to Mr. [redacted] today. I will also honor his previous request to the customer service representative for a complimentary six month digital subscription to the Post-Gazette which will begin on March 10, 2016. I apologize for the inconvenience to Mr. [redacted] and thank him for continuing to subscribe. If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Consumer

Response:

I have reviewed the response made by the PG in reference to complaint ID [redacted]. While I disagree with almost all of its content, I find the resolution of a $29.88 refund and a free six month subscription to be acceptable.

Review: I ordered the sunday post gazette online on 1/5/16. I have not received the paper and have been getting a run around with [redacted]. You cannot reach a person in the circulation dept and it is all automated. I have sent emails to [redacted] and [redacted]. Nothing. I want my 58.50 refunded. My order number is: [redacted]. If you can expedite this to a live person so I can get some satisfaction, I would greatly appreciate your help. I want this listed as a complaint so others can see how it is with the PPG. Not reputable. If they start to deliver the paper, I will refuse it. I think they are just going to keep my money.

Business

Response:

Re: #[redacted] – [redacted]I am writing in reply to the consumer complaint filed by [redacted]. The problem that occurred is odd indeed. The customer service department received a call from a [redacted] on January 21, 2016 stating that she did not order delivery. The delivery address she provided was [redacted]. The representative stopped the delivery account and refunded the account balance to the credit card that was charged, a VISA card ending in [redacted]. The order was received from an outside vendor, [redacted] I do not know how the order for [redacted] was processed on the account for [redacted] other than the possibility that the representative processing the order did not realize that the zipcodes and email addresses were different. I apologize for the inconvenience to [redacted]. If you need further assistance please feel free to contact me at [redacted]. Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Consumer

Response:

Review: Paper delivery was continued after payment expired. The company continued to deliver the paper. If there is no payment issued, delivery should stop.I called the circulation department and refused to give them a renewed credit card number, instructing them to send a bill via USPS. No bill has arrived in 6 days and I now need to deal with a collection agency. I have subscribed to the newspaper for many years and only agreed to a 3 month renewal because of the high renewal rate. My business will cease after that time and my subscription will go to the Tribune. I have not refused to pay the bill - only for a chance to mail a payment when the bill is received. Now they turn it over to a collections agency in a short amount of time. This is not a good way to conduct business.Desired Settlement: The bill needs to be delivered via USPS, as I requested. When received I will issue a check. This is due to numerous issues involving credit card fraud.

Business

Response:

Re: #[redacted]

I am

writing in reply to the complaint filed by [redacted]. The home delivery subscription account for

Mr. [redacted] was set up on EZ Pay billing.

EZ Pay billing is when the Post-Gazette automatically charges the credit

or debit card of the customer’s choice at renewal. On May 6, 2014, the card on file in his

subscription account was unable to be charged.

When

this occurs, representatives from the collection and renewal department contact

subscribers to assist them in either making the renewal payment via a different

method or to update the credit/debit card on file so that EZ Pay can be

reinstated.

A

representative contacted Mr. [redacted] on June 9, 2014 in reference to EZ

Pay. Mr. [redacted] mentioned at that time

that his credit card had been compromised and no longer wanted to participate

in EZ Pay. Mr. [redacted] requested a

renewal invoice be sent to him via US Mail.

The Post-Gazette issued the renewal invoice on June 13, 2014.

On

June 16, 2014 a representative contacted Mr. [redacted] to check on the status of

his renewal payment. Mr. [redacted] stated

that he did not receive the renewal invoice and stated that when he does, he

will remit the payment. The

representative apologized for the delay in receiving the invoice and issued a

second renewal notice for Mr. [redacted].

The Post-Gazette issued the duplicate renewal invoice on June 18,

2014.

Mr.

[redacted] has since sent in his renewal payment for his subscription. We thank him for remitting the payment and

for his continued business. I apologize

for any inconvenience due to the delay in receiving the renewal invoices.

If you need further

assistance please feel free to contact me at ###-###-####.

Thank you,

Pittsburgh Post-Gazette

Manager of Audience Interaction

Review: I am receiving a free sample of a newspaper I did not request. I have called three times to ask them to stop delivery. The first person said they canceled it in the system, the second person said they will contact the delivery person to stop, and the third person said they would contact the delivery person's manager. None at these approaches have worked and it has been months. In the winter when they were hidden under the snow they became safety hazards as once I stepped on one, slid, and fell on my hip. Now that they are in plain view it makes it appear that no one is home which again becomes a safety hazard from the standpoint of break-ins. Our mailbox is in our garage door so I have no reason to walk to the end of my driveway other than to collect these newspapers they insist on delivering. Can you help?Desired Settlement: Stop delivering newspaper

Business

Response:

Re: #[redacted] – [redacted] I am writing in regards to the complaint filed by [redacted]. An independent contractor services the area in which Mr. [redacted] resides. The distributor purchases newspapers from the Post-Gazette for distribution to homes. The distributor was delivering sample newspapers in an effort to get Mr. [redacted] to subscribe by inserting an offer card in some of the sample newspapers. The Post-Gazette Operations Manager has contacted this contractor and relayed Mr. [redacted]’s request to permanently stop all deliveries to his home at [redacted]. I apologize that this matter was not previously resolved. If you need further assistance please feel free to contact me at ###-###-####. Thank you, [redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Consumer

Response:

Review: This newspaper the Pittsburg Post- Gazette has an online advertisement for my company which is unauthorized and lists my home address as the address for my business. In 2011 I was made aware of the unauthorized listing I contacted the company and asked to have it removed they would no comply, so I filed a complaint with the Revdex.com and the FTC and eventually they removed the listing. At this time I sent this company a certified letter stating they were not to post-print any info concerning my company or myself. Now in 2015 they again have this unauthorized advertisement posted online on there webpage and again it lists my home address and phone number, this is a violation of my privacy and my company's privacy policy. Again I contacted the company Pittsburg Post-Gazette on their toll free number and requested the unauthorized advertisement removed after a long wait on hold I was told they have no control over the webpage and could not remove the unauthorized listing. This is not only a violation of my privacy it is a major inconvenience because customers come to my house because they have my home address listed as the business address. I will be contacting my attorney and plan to sue these mns for violating my privacy again.Desired Settlement: Remove this unauthorized advertisement and any info concerning my company and my self and NEVER print- post any info again!!

Business

Response:

Re: #[redacted] – [redacted] I am writing in regards to the complaint filed by [redacted]. The online advertisement referenced in the complaint was a business listing for the customer’s business. The Pittsburgh Post-Gazette partners with a national business listing directory, [redacted]. [redacted] gathers information from the internet to populate business listings and then allows customers to claim them and make any additions/changes/deletion requests that they see necessary (this is a pretty common functionality of online business directories). Upon receiving the most recent complaint, the Post-Gazette contacted our partner, [redacted], to inquire as to why the customer’s undesired listing had resurfaced after being requested for deletion. After inquiring, we were informed that the listing had been deleted, but a ‘bug in the system’ had caused the listing to resurface. [redacted] proceeded to work with their engineering team to have the listing removed. Since this correspondence, we have confirmed that the listing no longer appears on the Pittsburgh Post-Gazette’s business directory. Thank you, [redacted] Project Coordinator Advertising Department Pittsburgh Post-Gazette

Consumer

Response:

Review: The post gazette newspaper has developed an app for use with mobile devices and tablets. Subscribing to their services is very easy. Unsubscribing or changing payment methods is literally hidden or extremely difficult to find. I emailed PG with a complaint regarding their practices of confusing the customer or making it difficult to cancel services along with a request to cancel. I received a response that said they would cancel my service, which I politely thanked them for and asked that they proceed with the cancellation. I was then charged as if my request was completely ignored.Desired Settlement: I would like a refund of $9.96 and I would really like PG to add a conspicuous option to cancel or update payment methods in the application AND on their website. It is a choice to make it so difficult and reflects poorly on their organization.

Business

Response:

Re: #[redacted] – [redacted]

I am

writing in reply to the consumer complaint filed by [redacted]. The most recent

EZ Pay renewal subscription payment of $9.96 was charged to Mr. [redacted]’s credit

card on August 20, 2014 because the subscription account had not been

cancelled.

When the customer service representative received his follow up

email on August 21, 2014, she replied to him, processed his cancelation

request, and refunded the most recent payment of $9.96. I

apologize; any email reply he sent prior to August 21, 2014 was not received.

The

main subscribe page on post-gazette.com contains information on how to contact

the Post-Gazette concerning digital products and subscription questions. This information is located under frequently

asked questions. http://www[redacted]

The

Post-Gazette also sends a detailed email to new subscribers after their order

is processed. This email contains the

contact information for the call center that handles digital products.

I

apologize again for his request not being processed prior to August 21, 2014.

If

you need further assistance please feel free to contact me at ###-###-####.

Thank

You,

Manager

of Audience Interaction

Consumer

Response:

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 did contact the Post Gazette on two prior instances to cancel and yet it was not done until my threat to file a complaint. Regardless, I find the need to call a number, (which despite the PG claims is quite buried in FAQ that do not mention cancellation), pretty ridiculous and a blatant attempt to deter the cancellation. Thank you for resolving my matter.

Regards,

Review: I was a member of the "PG+" that the Post Gazette implemented several years ago. That was for $35 per year and gave insider access to some stories and specialty blogs. Without any notice, they switched to a newer system on October 1. The same day as the Pirates playoffs. They will be charging $10 every 4 weeks for this service. They are refusing to refund the money originally paid. I have asked--many times. The new system is terrible and not worth the additional money (almost $100 per year). This was a classic "bait and switch" move taking advantage of the loyal following they had built up in the PBC Blog.Desired Settlement: I should be refunded the full $35 for the bait and switch tactic, along with everyone else that is part of the previous system.

Business

Response:

I am writing in regards to the complaint filed by [redacted]. I apologize that Mr. [redacted] does not agree with the Post-Gazette’s business decision to discontinue one of its products. We have made several attempts to contact and inform PG+ subscribers concerning the change and how it would affect them. Members were notified via e-mail and through postings by the Post-Gazette on the former Plus site that they will continue to enjoy many of the benefits of their former PG+ experience.

The Post-Gazette upgraded the subscriptions for all current PG+ subscribers to include unlimited digital access to our new product offering, the All-Access digital subscription at no additional initial charge. This new subscription includes post-gazette.com’s web and mobile sites, our tablet and smartphone apps, e-editions (PGe and The Pittsburgh Press) and our brand new SteelersNation app.

For all PG+ customers, active at the time PG+ was discontinued as a stand alone site, their existing subscription terms are being honored in their entirety. Upon their first renewal, if the subscriber chooses to continue, the All-Access subscription will automatically renew at the rate of $2.49/week.

All PG+ members need to do is activate their new All-Access Digital subscription by following a few simple steps on our website.

PG+ subscriptions were sold with a no refund policy. This term and other conditions were agreed to and accepted by Mr. [redacted] when he subscribed. As a courtesy, since he does not want to activate the remaining portion of his former subscription, we will refund the remaining credit from his former PG+ subscription. The refund will be in the amount of $29.90, the unused portion of his former PG+ subscription. We will refund the amount to the card he used to subscribe.

If you need further assistance please feel free to contact me at ###-###-####.

Thank you,

Pittsburgh Post-Gazette

Manager of Audience Interaction

Review: Received a letter dated 4/10/2014 from collection agency [redacted] on behalf of the Pittsburgh Post Gazette-Circulation (Gazette) with client account number [redacted]. My account number [redacted]. The collection amount disputed is $22.75.This is a deceptive practice by [redacted] & the Gazette. No service was authorized by me to the Gazette.Desired Settlement: A letter stating there is no balance due from me to the Gazette & this collection action ceases immediately.

Business

Response:

April 16, 2014

Revdex.com

Suite 200

400 Holiday Drive

Pittsburgh, PA 15220

Re: #[redacted] – [redacted]

I am

writing in reply to the complaint filed by [redacted]. Mr. [redacted] states that he did not authorize

service to the Post-Gazette. Our records

indicate otherwise. Mr. [redacted] responded

to a direct mail flyer promoting home delivery service of the Post-Gazette.

On

June 9, 2012, the Post-Gazette received an order request and payment from him via

US Mail to start a Thursday & Sunday home delivery subscription at [redacted]. The account was

created and the carrier started delivery service on June 10, 2012.

The

payment that was received with the order request paid for the first year of

delivery. Nearing the end of that initial

term, on May 16, 2013, a renewal notice was sent to Mr. [redacted] home. When the Post-Gazette did not receive the

renewal payment by the invoice due date, calls were placed and message left for

Mr. [redacted]o assist him in making the payment.

On August 16, 2013, a final renewal notice was sent to Mr. [redacted]. It was this final invoice that was responded

to and a payment was sent to the Post-Gazette to pay for the next six month

delivery term.

On

November 14, 2013, at the end of the second subscription term, a renewal notice

was sent to Mr. [redacted]. Again, because a

payment had not been received by the invoice due date, calls were placed and

messages left for Mr. [redacted] to assist him in making the renewal payment. On February 14, 2014, a final renewal notice

was sent to Mr. [redacted] Due to no

response to the telephone calls, messages and invoices, the Post-Gazette

cancelled his subscription account as of March 7, 2014.

The Post-Gazette’s

renewal policy has been the same throughout the entire time Mr. [redacted] has been

a customer. This information was on all

of the billing notices that were sent to him since 2012, as well as being

displayed on the original direct mail sales flyer Mr. [redacted] received and on our

website: http://www.post-gazette.com/pgdelivery/faq.asp

The renewal

policy states that delivery and billing continue throughout a grace period,

beyond the current paid term. Simply not

remitting payment does not immediately cancel the delivery account. We ask that the customer notifies the

Post-Gazette when they decide they no longer wish to receive home delivery

service.

Mr. [redacted] previously took

advantage of this grace period, and accepted deliveries past the subscription

paid term. The Post-Gazette has no

reason to believe that he wasn’t acting in the same manner again.

As a courtesy, I have cleared the

outstanding balance of $22.75 from his former subscription account and have

notified [redacted] to close his account.

If you need further

assistance please feel free to contact me at [redacted].

Thank you,

Pittsburgh Post-Gazette

Manager of Audience Interaction

Consumer

Response:

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

Review: I have a subscription to the Pittsburgh Post-Gazette and receive it daily including weekends. Two weeks ago I received a flyer in the paper that indicated that I would start receiving "the Insiders Guide" and up to six other magazines for an additional charge of $1.99 which would be billed to my account unless I cancelled it. It has taken me up to today to cancel it. I tried calling the number that they gave several times with no answer. I then sent an email opting out. Yesterday I received the magazine. This morning my wife called and after several transfers to a fast busy number (with several no answers in between) she was directed to the opt out line and had to leave a message. This is a terrible sales tactic and should not be permitted. I would report them to someone, but not sure who so I am starting with you. I am not cancelling my regular newspaper because I enjoy reading it. Is there some way to stop future sales tactics such as this. Thank you. [redacted]Desired Settlement: No more products or services to be sold in such a manner without my consent. It is not proper to bill someone for something that they did not agree too even if the offer to cancel is extended. I should not have to hassle with cancelling something that I never agreed to in the first place.

Business

Response:

Re: #[redacted] — [redacted]

I am writing in reply to the consumer complaint filed by [redacted] I apologize about the difficulties Mr, [redacted] has experienced in trying to opt out from receiving the Post-Gazette’s Premium Magazine content, Our staff is attempting to address customer questions and concerns as quickly as possible. We also offer two other methods, besides telephone contact, for subscribers to contact the Post-Gazette concerning this matter; email and submissions through our website.All contact options have been published in the Post-Gazette multiple times, distributed by the earners via a flyer that was inserted in newspaper deliveries and advertised on our website; www.post-gazette.comI did verify that Mr. [redacted]’s request to opt out from being billed for the Insiders Guide and future magazines was previously processed. The Post-Gazette does not comment on its business decisions; however, I will state that other major metro newspapers across the country have similar programs. This program is not unique to the Post-Gazette nor did we create it. Although I do not know of any at this time, it is possible that other programs either similar or different to this one may be offered to subscribers in the future, I apologize for any inconvenience to him and thank him for being a subscriber.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Review: Subscribed to PG newspaper over phone with the company [redacted] on 7/19/2014, paid same day. Was promised a $15 gift card([redacted]) with subscription to PG- $26- 13 weeks, Sunday/Thurs, was told it would be sent right away. Now, 5-6 weeks later, Post Gazette says I will receive the gift card with a RENEWAL of my subscription. I was lied to and coerced into agreeing to a new subscription with the promise of the $15 gift card by PG and [redacted], they will not honor the terms of the agreement.Desired Settlement: I would expect the PG to send the $15 card as promised by [redacted] when I agreed to subscribe to the paper under the terms presented to me. They did not say that it would be sent upon RENEWING but upon subscribing.

Review: My wife and I have been Post-Gazette subscribers for ten years, but my recent fiasco with the newspaper's billing policies is making me cancel my subscription. I have tried on three separate occasions to use the newspapers so called online bill payment service "EZ-Pay" apparently without success, as I have once again received a call from the collections department who informed me that their website has ONCE AGAIN failed to accept my payment. There is ZERO account information online, ZERO resources to solve problems online, and ZERO help on the phone. When I asked to speak to a supervisor tonight (6:30pm) I was informed that there were no supervisors available and that I should call back during business hours, except that every time I have called back during business hours I have placed on hold in excess of 10 minutes. The articles in the paper are well written, the editorials are thoughtful. It's too bad the the PG has gone through THREE web redesigns without ONCE addressing online billing for subscribers. I will have to take my business to that [redacted].Desired Settlement: Bring your website into the current century and allow your customers to actually pay you and track their account status online. Have an online chat help. Get your heads out of your collective behinds and stop calling me.

Business

Response:

Re: #[redacted] – [redacted] I am writing in regards to the complaint filed by [redacted]. I apologize that the Post-Gazette Circulation web pages do not meet Mr. [redacted]’ expectations. The Post-Gazette recently installed a new circulation computer system. The second phase of this upgrade includes a new interactive portal for our subscribers. We hope to make this portal available to our subscribers this summer. Mr. [redacted]’ payment was processed in February and EZ Pay reinstated on his account. Mr. [redacted], thank you for continuing your subscription. If you need further assistance please feel free to contact me at ###-###-####. Thank you, [redacted]

[redacted] Manager of Audience Interaction