Dear Revdex.com:
Our Consumer Solutions, Retention Manager, *** ***, called Mr*** on March, 9th to personally talk to him, there was no answer so she left a message with her name and number for a call back so she can discuss his concern about cancelling his paper and also to address the
frustration he encountered when calling the automated CS phone lineHis account was stopped as of March 6th, the reason being he was "Moving Locally"*** is awaiting a call back from Mr*** ***, our next step of action was to send an email letting him know we tried to contact via phone and his account has been stoppedThank you
This customer was contacted and verified that the Sunday Select product was not delivered to his property this past weekend, Oct. 18th. [redacted] contacted him via email to confirm. The Division Manager and the agent are aware of NO delivery of the sunday select product - and the...
previous agent was let go due to not following directions and a new agent is on route now and is aware of the NO delivery to this address. Thank you.
Dear Revdex.com:[redacted], Consumer Solutions Supervisor, contacted Mrs. [redacted] on February 9th to resolve her billing and delivery issues. [redacted] also apologized for the inconvenience of the billing and delivery issues she has experienced with redeeming her [redacted]. Her delivery will resume on...
Sunday, Feb. 14th and she will receive delivery for the entire year she is entitled to. The Home Delivery Operations Manager, [redacted] is aware of the delivery issue and has contacted the Division Manager, [redacted] of the [redacted] delivery area to ensure consistent delivery. [redacted] will be sure to get the delivery agent involved in providing consistent delivery service, as well, to Mrs. [redacted]. Thank you.
Dear Revdex.com:[redacted], Division Manager, contacted the customer, [redacted]. Ms. [redacted] did not receive a Sunday Select on Sunday, June 4th. She is more concerned that her neighbors living around her don't want it. We are only concerned about the delivery to her address as she is the one...
who placed the complaint. If her neighbors do not want delivery, they need to c**l our customer service department to have it stopped. The division office will monitor the delivery service and has informed the delivery agent to be sure not to delivery this product near her drive way. We have input an IPD (Information Permanent Delivery) message in the customer history: IPD message reads: DO NOT deliver Sunday Select to this address.The customer has **'s office number for future contact.Thank you.
[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 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]
Dear Revdex.com:
Our Consumer Solutions Dept. input this customer/address to "inactive" status so that this would remove their address from the delivery list for the Sunday Select product, that they are receiving, and DO NOT want. The Home Delivery Operations Mgr., [redacted] - confirmed with the...
District Manager, [redacted] of the Shelby Twp. delivery area that this was stopped and to infirm the delivery agent - NOT TO DELIVER moving forward. [redacted], Admin Coordinator for Michigan.com called the customer to inform him on the stop, and gave him contact numbers for future reference on 7/22/15.
The DM, [redacted] has tried to make contact with the customer. The customer does not answer when called; they pick up and then hang up, so we cannot make verbal attempt with customer to discuss. This customer is an active YES/Select subscriber sine Nov. 22, 2015. There are no...
calls noted in the customer's history to stop the delivery, and if the customer had been making contact with our customer service dept., a CS rep would have made notes in the history. Customer Service has been notified by [redacted] to put in an IPD message (permanent message in the customer's history) to have the YES Delivery stopped. Also, the carrier on this route has been informed to stop the delivery of the YES section to this address. This address will be monitored so that the YES is not delivered.
[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 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]
[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 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]
Someone at this address requested delivery of the Sunday Select on 11/09/11. This route was re-aligned on 2/25/16 and a new carrier began delivery at that time. Customer Service shows a call on 4/24/16 to stop delivery which the carrier honored the following week as the 4/24 edition had...
been delivered already. No other calls other than these two are recorded in our AS400 system. DM, [redacted] has contacted the customer to follow up and confirm delivery has stopped. Agent has been informed and delivery will be monitored over next few weeks. Also, Customer Service has put in a IPD (permanent message in customer's history): DO NOT DELIVER Sunday Select.
[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 bu ofsiness 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]
Dear Revdex.com: [redacted], Retention Supervisor left a message with the customer to discuss the credit request by customer. A refund in the amount of $17.52 was processed (he states a refund of $18.98 is due to her. [redacted] left a voice message on Friday, 7/24 and again on Monday, 7/27 - no return...
call from customer. I informed [redacted] to reach out to customer via email, which she is going to do if customer has not called back by Friday to discuss. Thank you.
Dear Revdex.com, customer was contacted by our DM, [redacted]. The DM determined and confirmed that at $20 payment was made by the customer, and they want a $10 refund. We have suggested to refund the full amount for customer satisfaction. The customer stated that numerous calls were made...
to our Consumer Solutions Dept., however, the customer history does not show that. The carrier has been instructed to stop delivery and Consumer Solutions contacted to issue refund of $20. Customer should received refund in 10 business days. Thank you.
The District Manager, [redacted], will speak with the agent instructing her not to deliver a Sunday Select to the address of [redacted]. Customer will be contacted so he is aware of the stop request. Thank you.
[redacted]'s contact info: Mobile: ###-###-####
Office: ###-###-#### FAX:...
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
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 why I am rejecting this response appear belno one is taking papers from my home. I get dliveries from Amazon all the time and come home after two or three days and the package is always on the porch. Who wants to steal a crappy paper in the first place just stop taking my money. Just Turne of the service and leave me alone. I cannot get in tuch with any one without going to the Revdex.com
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 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]
[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 would be satisfactory to me. The business resolved the compliant.
Regards,
[redacted]
Dear Revdex.com:
[redacted], the Outside Sales Coordinator who made contact with Ms. [redacted] has called and left a message to discuss why she is not satisfied with the response that was submitted. We have cleared her balance that was owed. [redacted] has left her a message on 6/30/15 for a return call so that a resolution that satisfies the customer is reached. Thank you.
Revdex.com Case # [redacted] – The Detroit Free Press
[redacted]
I have listened to the 2 calls Ms. [redacted]’s placed to our customer service department on June 10th & June 11th. The first representative was very polite and very professional and ended the call in the same manner, neither...
sarcastically or rudely. I do not have access to the call Ms. [redacted] received afterward, from what I presume was a District Home Delivery office, so I cannot attest to the manner of that individual. The representative in the June 11th call, is new to her position and was not rude or sarcastic, but was not as professional or informed as she should be.
Ms. [redacted]’s original order placed in October was delayed in getting processed. As this was not a delivery issue, but an order processing issue, no charges were incurred during the time the order was not processed, so no credit is due.
When Ms. [redacted] called on Nov 20th, 2014 to inquire why delivery had not started, an email was sent to me. I investigated and processed the order myself for a start date of Nov 27th. The email contained no information that she wished to stop delivery after the promotional period or that she did not want her credit card charged, only that she wanted the delivery started. The EZ Pay renewable order was processed as it was authorized. As Ms. [redacted] stated in her complaint, she saw that her credit card was charged and “let that go”. Assuming she also saw the additoinal EZ Pay installment charges in February and March of this year, she apparently let those go also, without compaint that she was not receiving delivery.
It is our policy, as stated on the order form, to continue delivery unless we are notified by the customer to stop, there would be no reason for the delivery to suddenly stop after her initial payment expired. The carrier has no access to the customer’s payment information and would not be aware that a payment had expired or not. In this case, payment did not expire until the credit card declined for the 3rd EZ Pay installment in April, 2015. At that time, the account was converted to a Print-Bill account and bills were mailed out on May 5th and June 5th.
The two calls I listened to gave varying accounts by Ms. [redacted] of when she did and did not receive delivery. In the June 10th call, she initially stated that she received no papers in Nov, Dec or January; then said she didn’t get any after February. She stated first that she didn’t know she was being charged because the card had expired, then, that there was “no reason I didn’t call when the credit card was charged in Feb and March”.
After being told by the District Home Delivery office that she would be responsible for all charges, she called back to customer service on June 11th. In that call, she stated that she hadn’t received a paper since January and that she had only received papers for the initial weeks of the promotion and then delivery “just stopped”. A few minutes later, she stated that she called after the 2nd bill and requested the papers be stopped. There is no record of her calling between Nov 20, 2014 and June 10, 2015. The 2nd bill, she would have received, would have been sent out on June 5th. If that is the bill she is referring to, then one would conclude she called to stop on June 10th.
As there are too many inconsistencies and we were never informed of a delivery is[redacted] until June 10th, it would not appear that any credit is due. However, as we do value all our customers, we are willing to meet her half-way. I phoned Ms. [redacted], we discusssed the above inconsistencies. I offered to clear the balance due of $45.29, but not refund any previous payments. Ms. [redacted] agreed to this resolution. I have informed our Finance Department to clear the balance and the account has been stopped.
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
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 why I am rejecting this response : I contacted the organization and requested to opt-out on three previous occasions. Each request was logged and my address remains flagged for opt-out, however, I continue to receive it. This organization has proven they do not follow through and respect residents ' wishes.
Regards,
[redacted]
Dear Revdex.com:
Our Consumer Solutions, Retention Manager, *** ***, called Mr*** on March, 9th to personally talk to him, there was no answer so she left a message with her name and number for a call back so she can discuss his concern about cancelling his paper and also to address the
frustration he encountered when calling the automated CS phone lineHis account was stopped as of March 6th, the reason being he was "Moving Locally"*** is awaiting a call back from Mr*** ***, our next step of action was to send an email letting him know we tried to contact via phone and his account has been stoppedThank you
This customer was contacted and verified that the Sunday Select product was not delivered to his property this past weekend, Oct. 18th. [redacted] contacted him via email to confirm. The Division Manager and the agent are aware of NO delivery of the sunday select product - and the...
previous agent was let go due to not following directions and a new agent is on route now and is aware of the NO delivery to this address. Thank you.
Dear Revdex.com:[redacted], Consumer Solutions Supervisor, contacted Mrs. [redacted] on February 9th to resolve her billing and delivery issues. [redacted] also apologized for the inconvenience of the billing and delivery issues she has experienced with redeeming her [redacted]. Her delivery will resume on...
Sunday, Feb. 14th and she will receive delivery for the entire year she is entitled to. The Home Delivery Operations Manager, [redacted] is aware of the delivery issue and has contacted the Division Manager, [redacted] of the [redacted] delivery area to ensure consistent delivery. [redacted] will be sure to get the delivery agent involved in providing consistent delivery service, as well, to Mrs. [redacted]. Thank you.
Dear Revdex.com:[redacted], Division Manager, contacted the customer, [redacted]. Ms. [redacted] did not receive a Sunday Select on Sunday, June 4th. She is more concerned that her neighbors living around her don't want it. We are only concerned about the delivery to her address as she is the one...
who placed the complaint. If her neighbors do not want delivery, they need to c**l our customer service department to have it stopped. The division office will monitor the delivery service and has informed the delivery agent to be sure not to delivery this product near her drive way. We have input an IPD (Information Permanent Delivery) message in the customer history: IPD message reads: DO NOT deliver Sunday Select to this address.The customer has **'s office number for future contact.Thank you.
[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 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]
Dear Revdex.com:
Our Consumer Solutions Dept. input this customer/address to "inactive" status so that this would remove their address from the delivery list for the Sunday Select product, that they are receiving, and DO NOT want. The Home Delivery Operations Mgr., [redacted] - confirmed with the...
District Manager, [redacted] of the Shelby Twp. delivery area that this was stopped and to infirm the delivery agent - NOT TO DELIVER moving forward. [redacted], Admin Coordinator for Michigan.com called the customer to inform him on the stop, and gave him contact numbers for future reference on 7/22/15.
The DM, [redacted] has tried to make contact with the customer. The customer does not answer when called; they pick up and then hang up, so we cannot make verbal attempt with customer to discuss. This customer is an active YES/Select subscriber sine Nov. 22, 2015. There are no...
calls noted in the customer's history to stop the delivery, and if the customer had been making contact with our customer service dept., a CS rep would have made notes in the history. Customer Service has been notified by [redacted] to put in an IPD message (permanent message in the customer's history) to have the YES Delivery stopped. Also, the carrier on this route has been informed to stop the delivery of the YES section to this address. This address will be monitored so that the YES is not delivered.
[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 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]
[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 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]
Someone at this address requested delivery of the Sunday Select on 11/09/11. This route was re-aligned on 2/25/16 and a new carrier began delivery at that time. Customer Service shows a call on 4/24/16 to stop delivery which the carrier honored the following week as the 4/24 edition had...
been delivered already. No other calls other than these two are recorded in our AS400 system. DM, [redacted] has contacted the customer to follow up and confirm delivery has stopped. Agent has been informed and delivery will be monitored over next few weeks. Also, Customer Service has put in a IPD (permanent message in customer's history): DO NOT DELIVER Sunday Select.
[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 bu ofsiness 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]
Dear Revdex.com: [redacted], Retention Supervisor left a message with the customer to discuss the credit request by customer. A refund in the amount of $17.52 was processed (he states a refund of $18.98 is due to her. [redacted] left a voice message on Friday, 7/24 and again on Monday, 7/27 - no return...
call from customer. I informed [redacted] to reach out to customer via email, which she is going to do if customer has not called back by Friday to discuss. Thank you.
Dear Revdex.com, customer was contacted by our DM, [redacted]. The DM determined and confirmed that at $20 payment was made by the customer, and they want a $10 refund. We have suggested to refund the full amount for customer satisfaction. The customer stated that numerous calls were made...
to our Consumer Solutions Dept., however, the customer history does not show that. The carrier has been instructed to stop delivery and Consumer Solutions contacted to issue refund of $20. Customer should received refund in 10 business days. Thank you.
The District Manager, [redacted], will speak with the agent instructing her not to deliver a Sunday Select to the address of [redacted]. Customer will be contacted so he is aware of the stop request. Thank you.
[redacted]'s contact info: Mobile: ###-###-####
Office: ###-###-#### FAX:...
###-###-####
a[redacted]@michigan.com :
Route #: [redacted] Agent's contact: ###-###-#### [redacted] D
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
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 why I am rejecting this response appear belno one is taking papers from my home. I get dliveries from Amazon all the time and come home after two or three days and the package is always on the porch. Who wants to steal a crappy paper in the first place just stop taking my money. Just Turne of the service and leave me alone. I cannot get in tuch with any one without going to the Revdex.com
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 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]
[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 would be satisfactory to me. The business resolved the compliant.
Regards,
[redacted]
Dear Revdex.com:
[redacted], the Outside Sales Coordinator who made contact with Ms. [redacted] has called and left a message to discuss why she is not satisfied with the response that was submitted. We have cleared her balance that was owed. [redacted] has left her a message on 6/30/15 for a return call so that a resolution that satisfies the customer is reached. Thank you.
Revdex.com Case # [redacted] – The Detroit Free Press
[redacted]
I have listened to the 2 calls Ms. [redacted]’s placed to our customer service department on June 10th & June 11th. The first representative was very polite and very professional and ended the call in the same manner, neither...
sarcastically or rudely. I do not have access to the call Ms. [redacted] received afterward, from what I presume was a District Home Delivery office, so I cannot attest to the manner of that individual. The representative in the June 11th call, is new to her position and was not rude or sarcastic, but was not as professional or informed as she should be.
Ms. [redacted]’s original order placed in October was delayed in getting processed. As this was not a delivery issue, but an order processing issue, no charges were incurred during the time the order was not processed, so no credit is due.
When Ms. [redacted] called on Nov 20th, 2014 to inquire why delivery had not started, an email was sent to me. I investigated and processed the order myself for a start date of Nov 27th. The email contained no information that she wished to stop delivery after the promotional period or that she did not want her credit card charged, only that she wanted the delivery started. The EZ Pay renewable order was processed as it was authorized. As Ms. [redacted] stated in her complaint, she saw that her credit card was charged and “let that go”. Assuming she also saw the additoinal EZ Pay installment charges in February and March of this year, she apparently let those go also, without compaint that she was not receiving delivery.
It is our policy, as stated on the order form, to continue delivery unless we are notified by the customer to stop, there would be no reason for the delivery to suddenly stop after her initial payment expired. The carrier has no access to the customer’s payment information and would not be aware that a payment had expired or not. In this case, payment did not expire until the credit card declined for the 3rd EZ Pay installment in April, 2015. At that time, the account was converted to a Print-Bill account and bills were mailed out on May 5th and June 5th.
The two calls I listened to gave varying accounts by Ms. [redacted] of when she did and did not receive delivery. In the June 10th call, she initially stated that she received no papers in Nov, Dec or January; then said she didn’t get any after February. She stated first that she didn’t know she was being charged because the card had expired, then, that there was “no reason I didn’t call when the credit card was charged in Feb and March”.
After being told by the District Home Delivery office that she would be responsible for all charges, she called back to customer service on June 11th. In that call, she stated that she hadn’t received a paper since January and that she had only received papers for the initial weeks of the promotion and then delivery “just stopped”. A few minutes later, she stated that she called after the 2nd bill and requested the papers be stopped. There is no record of her calling between Nov 20, 2014 and June 10, 2015. The 2nd bill, she would have received, would have been sent out on June 5th. If that is the bill she is referring to, then one would conclude she called to stop on June 10th.
As there are too many inconsistencies and we were never informed of a delivery is[redacted] until June 10th, it would not appear that any credit is due. However, as we do value all our customers, we are willing to meet her half-way. I phoned Ms. [redacted], we discusssed the above inconsistencies. I offered to clear the balance due of $45.29, but not refund any previous payments. Ms. [redacted] agreed to this resolution. I have informed our Finance Department to clear the balance and the account has been stopped.
Sincerely,
[redacted]
Outside Sales Coordinator
michigan.com
Office: ###-###-####
Email: s[redacted][email protected]
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
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 why I am rejecting this response : I contacted the organization and requested to opt-out on three previous occasions. Each request was logged and my address remains flagged for opt-out, however, I continue to receive it. This organization has proven they do not follow through and respect residents ' wishes.
Regards,
[redacted]