Plains All American Pipeline, L.P.

I sincerely apologize for the confusion and inconvenience our former subscriber experienced The past due of $has been cleared from the account and it has been closed with a zero balance In addition, a refund of $will be issued The request to clear the past due was submitted at the time of the sale, and it was applied today The account should not have been started until the past due was cleared, in order to avoid any confusion The agent who entered the start will be coached A review of the account shows our subscriber was on automatic billing at the rate of $23/month We were unable to process the March credit card payment It's our standard procedure to send a notification by postal mail and email with a request to contact customer service to update the card on file, to avoid a lapse in service Accounts are converted to paper bill, and our retention staff also places a courtesy call asking our subscriber to update the card on file Every reader is important to us An offer to restart at the 50% off along with two free weeks has been made

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Chat agents direct writers to call the 800# in order to cancel the paper. This is to confirm that the account has been closed with a zero balance. The subscribers paid a total of $and nothing more is due

The past due of $was written off on 6/7/15. Our former subscriber signed up for a direct-mail offer for Sunday-only delivery (months for the price of 1) on 11/2/and paid $12. We upgraded him to Thursday-Sunday as a courtesy, at no additional
cost. That subscription was due to expire on 2/1/15. On 1/8, Mrs* called to request a vacation stop on 1/with a restart on 1/22. Mr*can be heard in the background questioning the vacation dates. Our representative read a vacation stop confirmation at the end of the call, and an email confirming the stop was also sent. On 2/12, Mr*called customer service and asked our agent if any promotions were available. She offered to provide a contact number for promotions, but our subscriber declined to take the number and the account was not stopped. On 3/8, our subscriber used the self-serve menu on our 800# to submit a vacation stop for 3/13, with a restart on 3/On 5/4, our subscriber used the self-serve menu on our 800# to submit a vacation stop for 5/7, with a restart on 5/On 5/8, the account was stopped for non-payment. We mailed a renewal invoice on 2/1, and sent reminder statements on 3/1, 4/and 5/1. Our invoices include the statement "do not enclose correspondence" because the remittance address is a financial institution payment-processing center and correspondence is not forwarded to the local office. Perhaps our former subscriber mailed requests to cancel to that address. We make every effort to provide a convenient way to reach our agents. Our business hours are a.mto p.mweekdays and 7:30-9:a.mon Sunday. Subscribers can also reach an agent via website chat or email

[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 [redacted], and find that this resolution is satisfactory to me. Some facts remain in dispute between the parties but I am ready to accept the resolution. 
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.]
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]

I sincerely apologize for the confusion and inconvenience our former subscriber experienced.  The past due of $70.13 has been cleared from the account and it has been closed with a zero balance.  In addition, a refund of $13 will be issued.  The request to clear the past due...

was submitted at the time of the sale, and it was applied today.   The account should not have been started until the past due was cleared, in order to avoid any confusion.  The agent who entered the start will be coached.  A review of the account shows our subscriber was on automatic billing at the rate of $23/month.  We were unable to process the March credit card payment.  It's our standard procedure to send a notification by postal mail and email with a request to contact customer service to update the card on file, to avoid a lapse in service.  Accounts are converted to paper bill, and our retention staff also places a courtesy call asking our subscriber to update the card on file.   Every reader is important to us.  An offer to restart at the 50% off along with two free weeks has been made.

Complaint: [redacted]
I am rejecting this response because: The facts by the business (Paper) are incorrect.They have disstorted the events.  The 46.70 was not written off on 6-7-15 (Sunday)as I have not been notified of this by letter.  AS I reported I had prevously tried to stop the paper.  We found that we were only able to get a vacation hold. Despite the vacation hold the paper was still delivered by mistake by the courier post.  AS for promotions; As I stated I cannot make numerous phone calls about promotions. I sent them a copy of the lette rthat  they sent me stating a payment was due. I wrote them a letter at the bottom.  I have a copy of this letter.  They claim the invoicethey sent us  has a statement saying it is a payment center.  This is  not true. No where on this letter they sent me does it say do not enclose corresponence because the remittancwe address is a finacial payment center.  I kept this letter. Lastly they falsely claim the paper was stopped on 5-8-15 for nonpapment.  The truth is I called the chat line two times to try and stop the paper. I kept a copy of both chats. Both times the persons said they couldn't stop the paper. Only when I wrote on the chat I would go to the Revdex.com if they did they stop the paper did they stop the paper.  Why can't they make it easier to stop the paper.
Regards,
[redacted]