Richmond Times-Dispatch

Review: I have signed up for a newspaper subscription and have only received one paper in the last 3 weeks. I called Customer Service 3 times the first time and 3 times today, continuously be told that I would get my paper then not receive it and be told something different. I am tired of being lied to about having this problem resolved.Desired Settlement: I wish to have my newspaper delivered as it is supposed to be since I have paid for the subscription.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Business

Response:

Oct. 30, 2014

Case #[redacted]

Dear Revdex.com:

[redacted] contacted [redacted] yesterday, Oct. 28, around 7 p.m. They had a good discussion about delivery of our Sunday Times-Dispatch. [redacted] cited carrier error in delivery. She had not picked up on the new Sunday start order, therefore had not marked the newspaper tube and missed delivery twice. The carrier has been notified, the tube has been marked and [redacted] was given a four-week extension on his account.

Our circulation people will verify delivery this Sunday and follow-up the next two weeks as well.

[redacted] seems pleased with our prompt actions dealing with his complaint. We make every effort to satisfy all of our customers.

Sincerely,

Review: pay for home delivery in advance for an address located in south chesterfield. sunday delivery only for two consecutive sundays received no delivery. called 09/07 or 08 to cancel delivery request full refund was informed by laila requesgt was submitted weeks went by refund of 26.00 was not received call once again spoke with april who advised they would keep 5.00 for cancellation fee advised no I am entitled to a full refund due to their failure to deliver service received refund of 23.00 only. called a third time spoke with Jermaine I believe request the additional three dollars said he place a request. waited a few weeks called for the fourth time rep stated she would send the request to the business office to contact me directly as of today I have not received a return call nor my three dollars. this issues should not take 4 phone calls in order to receive my full 26.00 dollars and no service. it takes an extended period of time to speak with a rep so not only am I waiting on hold forever im still waiting for a refund due back in SeptemberDesired Settlement: I want my money

Business

Response:

Oct. 15, 2015 Revdex.com case # [redacted]Ms. [redacted]

Dear Revdex.com:Ms. [redacted], our circulation accounting manager, called Ms. [redacted] but instead talked with her husband. Here is an excerpt from her note regarding our customer’s complaint:“I spoke to the customer (the husband of the customer; she was not available) below. I apologized for the lack of customer service. I also told him that I forwarded the information to our customer service manager so he could find out where the problems were. I thanked him for bringing it to our attention. “I told him I would issue a refund for the additional $3, but it would be a check since we have purged his credit card information. He said that would be fine.“I also gave him my name and number in case he or his wife had any additional questions or problems.He was very thankful for my call, my informing the customer service manager of the problem and us issuing him the additional refund.”We feel the customer is satisfied with the resolution.As always, we take all complaints from our customers (and non-customers) very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. Sincerely,[redacted]

Review: Have not received bills in timely manner in over a year. Bills received do not reflect an $8.85 charge that Customer Svc. Dept. says we owe since last Nov. (so how would we know to pay it?). Products indicated on bill as being available for subscription we are told by Customer Svc. are not available to us. In one case, they want to substitute a product that will cost us more. Bills are confusing: costs for all products & services are not totaled, so it is difficult to understand what we are supposed to pay. Bills come in different formats, sometimes without the company's name anywhere on the bill. Have called & spoken to 4 different people in Customer Svc. In the last week - no one ever gets back to me to resolve my issues.Desired Settlement: I need to get bills reliably (if the post office cannot be depended on, why can't I get my bill on-line?) & in a timely fashion. The bills need to: 1) reflect any outstanding balances I owe them, or credits they owe me 2) accurately reflect products and services available to me 3) include a clear total of the balance I owe 4) indicate the name of the company I am doing business with. When products or services change, or are no longer available to me, I should be made aware of the change and what other options I have, instead of being billed for the old service, paying for it, and then being told I cannot have it, but instead must pay more for another service I have not been introduced to & know nothing about. I would like a phone call, a clear explanation of all charges, changes to company policies to improve billing procedures and accuracy of products & services available (& costs therefor), and an apology.

Business

Response:

A representative from our Business Office has tried to reach [redacted], has gotten voice mail and has left a message with a number to call back. We have not heard from her. We will continue to try to reach her.

This is what we know until we talk with the customer:

The customer receives Channels, Hybrid E Edition, daily only and Sunday print. I can assume they are upset about the E addition changing to All Access. The $8.85 appears to be the period from 5/24 until it was renewed but has been satisfied and the

account is in good standing at this time. Their account expired on 5/24/14 a demand bill was requested and mailed to them. A stop was entered by the carrier and district supervisor on 6/10/14 for payment. Payment was posted on 6/11/14 for $58.50

with an $11.60 tip to the carrier. On this same date she called the service center and inquired why she had not received a bill . Unsure what the reply was; only can surmise it was delivered with a Sunday paper by carrier and perhaps they missed it. Their final bill would have been mailed.

On 6/12 it shows that [redacted] spoke to the customer and it indicates "Billing call, follow up being done." This matches the dates in her letter. A product change was entered on 6/13/14.

A Business Office manager will continue to try to contact [redacted] to answer her questions about bills.

Thank you.

Consumer

Response:

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

I am still in discussions with [redacted] (the RTD representative who left me a voicemail message), to see if my issues can be satisfactorily addressed.

Regards,

Review: We desired subscription to stop after last renewal, December 2015. We did not sign up for automatic renewal. Papers were delivered with out our permission. Now they demand payment. We never received a bill. Then they turned it over to collections. I do not need a hit on my credit rating by being force fed a product I did not order!!

They are still delivering!!! Please stop delivery!Desired Settlement: Credit the $13.45. Tell the collections people to stop. Ensure it will not be on any credit ratings reports.

Business

Response:

Feb. 24, 2016 Complaint from [redacted] # [redacted] Dear Revdex.com: Our Circulation Accounting Billing Coordinator, [redacted], researched Mr. [redacted] account and provided this information: Customer's newspaper delivery was cancelled Jan. 18, 2016, with a balance due of $13.45. Accounts with outstanding balances due of more than $10 are sent automatically to a collection agency.Mr. [redacted] posted an electronic Customer Tracker ticket on Feb. 9; the balance on his account was cleared as customer says he never received a notice from The Times-Dispatch. Circulation contacted Mr. [redacted] Friday, Feb. 19, because apparently the carrier was not complying with customer's request to stop delivery. Understandably, Mr. [redacted] was getting increasingly frustrated.Delivery was NOT made to Mr. [redacted] this past weekend. We hope all of Mr. [redacted] issues with The Times-Dispatch have been resolved to his satisfaction. As always, we take all complaints from our customers very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. Sincerely, [redacted]

Review: I am very disappointed at methods that the newspaper uses to pull unauthorized charges from your checking acct. I am attempting to take out a warrant for unauthorized funds from my checking account. I was contacted by a telemarker on 11/20/14 to pay for a special price to renew my subscription. She quoted me 3 months for $52.00, and my subscription would be good thru Feb. 2015. I paid for this subscription through my checking acct. over the phone. When I looked at my checking acct. today, 11/25, I saw that $141.50 was being withdrawn from my checking account. I NEVER authorized this amount of $141.50 to come out of my account. That telemarker should be fired and charges pressed against her and the Richmond Times-Dispatch for withdrawing this unauthorized amount from my acct. I called the Richmond Times-Dispatch beginning on 11/25/14 at 9:17 am. I told my complaint to that customer service representative. There was nothing she could do. I called the second time and spoke to a customer service rep. supervisor named [redacted]. He said that he could understand how I could be mad for having someone take out funds without my consent. He supposedly was writing my complaint into his computer and sending it to the Billing Dept. at the Corporate office. He said someone from the Corporate office would be calling me back. He should ne FIRED! I received no such phone call from the Corporate office. I started calling to the Corporate office beginning today at 2:00 pm on 11/25 and no one would call me back after leaving numerous messages. I finally called the Richmond Times-Dispatch AGAIN and asked to get the phone number to the Corporate office. That customer service representative, [redacted], told me he did not have that phone #. When I told him he had to have that number, he passed me over to [redacted]. When I explained my complaint about taking unauthorized funds out of my checking account, she said that she would go ahead and credited my account for the $141.50. She said [redacted] did not document.Desired Settlement: Original special offer of 3 months for $52.00.An additional fee of $36.00 for the overdraft fee to my checking account as a result of the unauthorized fee of $141.50 coming out of my checking account.Better customer service feedback where when I call beginning at 9:17 am, my complaint doesn't get resolved until 3:32 pm that same day. To top it off, the customer service manager just called me back at 4:14 pm today, 11/25/14 to try to resolved this matter. TOTALLY ACCEPTABLE

Business

Response:

Dec. 1, 2014 Revdex.com Case # [redacted], [redacted]Dear Revdex.com:[redacted], our [redacted], has been in touch with [redacted]. Here is how the situation unfolded:[redacted] authorized a payment of $141.50 in June 2014. Unfortunately, the payment was not processed in a timely manner and delivery was discontinued by the carrier. Telemarketing contacted her and delivery restarted on Nov. 20, 2014, with a payment of $52.[redacted] contacted [redacted] on Nov. 26 at which time a refund of $141.50 was requested. [redacted] will be contacted again and the $52 will be posted.[redacted] seems to be in agreement with this arrangement.As always, we take all complaints from our customers (and non-customers) very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. We hope that is the case with [redacted]Sincerely,[redacted]

Review: I did not sign up for automatic subscription renewals. I did make a payment on the Times Dispatch website, but I never requested automatic withdrawals. I received no confirmation that I had, and I received no notice that any money would be withdrawn from my checking account. I checked my bank account today to see that the Times Dispatch has withdrawn $29.25 from my account without sending me any documentation that they were doing this. As a result of their negligence, my account became overdrawn. as I was not expecting a withdrawal in this amount.Desired Settlement: I want my subscription cancelled immediately and a full refund issued to the card on file. I have no intentions on renewing my subscription after this incident.

Business

Response:

Aug. 21, 2013

Case # [redacted] / [redacted]

[redacted] has been contacted by one of our Business Office professionals. She will receive a refund of $[redacted] on Friday, Aug. 23, as reimbursement for the automatic withdrawal from her account.

When [redacted] made her payment online, she did not click off the default selection of [redacted]. Therefore, she actually agreed to sign up for [redacted] by default.

We apologize for the inconvenience experienced by [redacted] and feel she is happy with our resolution of her complaint.

Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers.

Sincerely,

Review: Called to place vacation stop. We will be on a cruise for several days and will not be accessing Internet during that period. Recording stated they no longer credit accounts for vacation stops, pointing out the availability of their online services. This does me no good while I am on a cruise and not using the Internet. I subscribed to this newspaper so I could READ it in the comfort of my home, and accessing it online is something I rarely do. I feel it is dishonest and unfair to discontinue crediting accounts for vacation stops. This is doubly unfair for customers who may not have Internet access to begin with.Desired Settlement: That the newspaper will reconsider and see that this policy is unfair and dishonest and resume crediting accounts for vacation stops.

Business

Response:

Dear Revdex.com:I've attached a response to Mr.

[redacted], complaint # [redacted], from [redacted], VP Audience Services

for The Times-Dispatch.I apologize for the delay. I

was on vacation and Mr. [redacted] didn't see the first email and no one was here

to remind him!I hope Mr. [redacted] is

satisfied with the explanation concerning our recent policy change.As always, we take all

complaints from our customers very seriously. Our business has many moving

parts and involves many people. We continue to make every effort to satisfy all

of our customers.Sincerely,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. I have made it clear to them that while I appreciate and accept their offer, I feel it should not be treated as an exception; rather, they should return to their previously of crediting vacation stops. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: Unsolicited advertising newspapers left in my yard and driveway. Have, in the past, called for them to be stopped, am tired of calling them.Desired Settlement: Want them to stop leaving their trash in my yard.

Business

Response:

Nov. 21, 2014

Revdex.com Case # [redacted]

Dear Revdex.com:

I shared [redacted]’ complaint with our [redacted] response:

“I regret that [redacted] receives the advertising publications produced for our non-subscribers. I found requests for several addresses in our directory in the [redacted] zip code area, but I did not find his address on that list. However, I have

added [redacted], to our directory.

“The [redacted] will check [redacted]’s residence the next few weeks to make certain delivery of the advertising publications has been discontinued. I feel confident this measure will correct the problem.

“We are sorry that [redacted] finds the supplements objectionable. Our advertisers like to reach as many RVA residents as possible through delivery by The Times-Dispatch’s contractors, even to those residents who don’t subscribe to

the newspaper. It’s another way to offer discounts and deals on their products.”

As always, we take all complaints from our customers (and non-customers!) very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. We hope that is the case

with [redacted].

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: 20 year customer can't get delivery issue resolved after numerous (6) calls to customer service...Delivery personnel refuse to place newspaper in provided paper box...Customer service rep refuses to provide upper management phone number to me so that I can get this resolvedDesired Settlement: Newspaper deposited in provided receptacle

Business

Response:

March 24, 2015Revdex.com Case # [redacted]Our Metro Circulation Home Delivery Manager, [redacted], has reached out to Mr. [redacted] via e-mail with this message:"Thank you for taking time to let us know we have failed to meet your expectations with delivery of The Times-Dispatch. Our goal is to place the paper at the customary place of delivery every day. It is apparent the new carrier on your route has not taken the correct steps to return delivery to the paper tube. Certainly this is the customary place and you can expect the paper to be returned to this location within 24 hours. I will see that the carrier is spoken with tomorrow morning prior to delivery. I have asked the area manger to contact you over the next few days to make certain the carrier has improved service.Thank you for your patience and for being a Times-Dispatch subscriber."As always, we take all complaints from our customers (and non-customers) very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. We hope this is the case with Mr. [redacted].Sincerely,[redacted]

Review: I need your help again to stop the Richmond Times people from LITTERING my driveway with their newspapers - "[redacted]" and "[redacted]".I contacted you in 2011 regarding "[redacted]" newspapers being left in my driveway; you were able to stop the problem then. My complaint ID number was [redacted].In 2012 I made several phone calls to the Richmond Times ([redacted]) between Oct. 17th and Nov. 28th before they finally stopped leaving "[redacted]" newspapers in my driveway.I am having the same problem with them again this year (2013). I have called them several times, my husband has called them, but they continue to leave their papers in our driveway. These are the dates of the papers:[redacted] papers: March 27th; April 3rd; April 24th; May 1st; May 8th; May 29th.[redacted] papers: June 9th & June 16th.I would appreciate your help (again) regarding this problem.[redacted]Desired Settlement: Stop littering my driveway with their unwanted newspapers

Business

Response:

June 20, 2013

Review: I was a subscriber to the paper until I moved away in July. I allowed the subscription to run out. I was recently sent to a collection agency. I called the paper and asked for a copy of the copy of the contract or agreement I signed asking for my paper to be automatically renewed without me sending in the payment as in the past. I was told I'd be emailed the agreement. I haven't gotten it yet. I feel the collection tactic is bullish at this point. Could you help?Desired Settlement: I believe the bill is not correct and I don't recall signing any contract or agreement asking for renewal without payment.

Business

Response:

Oct. 16, 2014

Revdex.com Case # [redacted], [redacted]

Dear Revdex.com:

As a courtesy to our customers, we do not stop delivery automatically when the subscription payment has been disbursed. Instead, we send two additional

reminder invoices that the subscription has expired and the balance due. We usually extend delivery about 30 days beyond the expiration date allowing time

for payment to be received in the mail and processed.

Attached is a copy of an invoice. It clearly states that subscriptions continue until The Times-Dispatch is contacted.

[redacted] indicated that he moved in July, but his account expired on Aug. 26, 2014. Without knowing of his move, the carrier continued to deliver (and pay for) papers and the system continued to charge [redacted] account.

The $16.93 balance was accumulated from the days of delivery that extended past the expiration date.

However, due to the fact that [redacted] moved prior to delivery expiration, we will write off the balance and end any further communication with a third-party

collection agency. There will be no negative action to the credit bureaus.

As always, we take all complaints from our customers very seriously. Our business has many moving parts and involves many people. We continue to make every

effort to satisfy all of our customers.

Sincerely,

Review: I have a Thursday - Sunday subscription to the Richmond Times Dispatch. Since mid December I have been having issues with the delivery of my newspaper. I have contacted the RTD almost weekly since January complaining about the service, and have yet to receive one full week of delivery.

After two full weeks without a newspaper delivery that I reported to the RTD, they ensured me they would correct the issue and offered me a free month. In that month, I received newspapers on two Sundays, and then not at all for two weeks. I have called each week to complain, and was just charged the full amount of my monthly subscription today.

I cannot access regional news without paying the RTD something, and their website is so atrotrious to navigate I opt to receive the newspaper - they are the only newspaper that is delivered to my home. Not only have I been paying for a service I have not fully received since December, but the customer service has been absolutely horrendous. I do not need someone to explain to me the intricacies of working with subcontracted delivery carriers. I pay a monthly fee to the Richmond Times Dispatch for the delivery of a service that has not been fully received in nearly 5 months.

.Desired Settlement: Deliver my paper every day that I pay for it. [redacted] should also call me and apologize.

Business

Response:

April 8, 2015 [redacted]

[redacted]Our [redacted], [redacted], spoke with Mr. [redacted] yesterday morning, April 7.A new carrier has been on Mr. [redacted]delivery route for three weeks. The carrier’s manager, [redacted], has updated the new carrier’s delivery list and will follow up with Mr. [redacted] to make sure his newspaper is delivered on a regular basis.Mr. [redacted] has [redacted] contact information in case there are any future issues. We feel that won’t be necessary.As always, we take all complaints from our customers (and non-customers) very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. We hope this is the case with Mr. [redacted]. Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: The issue isn't just a single instance or event, but is instead an avalanche of miscommunication within the business, misrepresentation of the facts amongst the departments with respect to conversations with customer, unethical/illegal charge that was a different amount and for different purpose to customer's account that differed from what had been approved by the customer.

We had cancelled newspaper service when the rate was increased. Shortly thereafter, a marketing call came in offering the service again for the old rate and we agreed to the service. Once again, after the first 13 weeks, the rate was increased again and we told the Times that we did want the service at the increased rate, had cancelled it before because of the increased rate and wanted service stopped and for our final bill to reflect service at the rate we had agreed to. The representative at the Times said she would do what she could and call us back.

The call back never came, but we did receive a collection notice from a firm representing the Times. I immediately called the billing department and explicitly asked if that final payment amount of $10 and some change was all that was owed and payment was processed for it. Right after, I asked for the 13 week rate and agreed to the roughly $48 for 13 week rate for Friday, Saturday, Channels, Sunday and Monday because my father is 77 and simply no longer has the option of driving to the store to get his papers. The Times representative combined the back payment and new 13 week subscription and processed the payment of over $58 to my card. Delivery began again on the subsequent Saturday (09AUG14) and continued as it had been ordered.

Then, a couple weeks later, we received a bill showing service ending on 08AUG14 and bank statement showing a charge to the Times for $24 and change, but no charge for the $58 and change that we had approved. Multiple marketing reps called and I shared the confusion that I had with what had been done.

After a numerous conversations with multiple people, They said they charged us for back payments and we approved a 7 day service on top of that of which the new 13 week subscription terminated on 08AUG14 as indicated by the most recent bill. While what they said and what their billing said made absolutely no sense, from one department to the next they were claiming they have recordings to support our agreement and that is a complete lie.

When I repeatedly called their service number to ask for someone higher up the chain, I was told the supervisors were different people and not a soul would advance my call. The last call I made and after explaining the lengthy Hellish affair and shared that not a single person at the Times has even apologized, the rep said something to the effect that "I am sorry you have put yourself through this. I am putting you on hold" and I was disconnected and somehow they couldn't tell me who had fielded that call.

It is one thing that their customer service is obviously a culture of covering up mistakes and misdeeds before taking care of the customer, it is another thing that they claim to have recordings and use them to try to manipulate what are the facts among the departments instead of rectifying legitimate concerns about improper charges, but it is that the dishonesty, sarcasm and confidence that there will be no consequences because they control what goes up the ladder is only rivaled by their poor internal management of what communications are ongoing with customers.

My blood pressure went through the roof dealing with this, particularly after [redacted] told me that [redacted] claimed he listened to the recording and I was wrong about what I had agreed to being processed as payment and [redacted] said there was a recording of me agreeing tot he 7 day week subscription (despite that it had switched to 7 days just week prior and the bill showed it was somehow through 08AUG14).Desired Settlement: My father wants what we ordered: Friday, Saturday, Channels, Sunday and Monday subscription. Bill him properly. Never call him again, except to apologize. And the apology should be for unethically charging him, the sarcasm, rudeness and dishonesty. Otherwise produce the recordings supporting that our agreement to a 7 day week subscription that would have been retroactive and ended on 08AUG14 and produce the other recording where we agreed to the $24 and change charge. We aren't looking for freebies, but we aren't paying for blue sky either.

Business

Response:

from [redacted], Vice President Audience Services:

September 9, 2014

[redacted]:

Revdex.com case # [redacted]

I have reviewed [redacted] complaint and here is a summary of what happened:

Once [redacted] received a collection notice for a balance owed of $10.35, he called our call center. We listened to the recording of that call. When he spoke with the representative, she quoted the correct amount that he owed ($10.35) and when asked for the cost to resume 4-day delivery of the Times-Dispatch along with Channels, our TV book she also quoted the correct rate of $58.40. However, he called July 7, 2014 to stop his subscription, so he was inactive at the time. The representative should have noticed this and restarted his account at that time and the payment he thought he was making of $58.40 would have processed correctly. By not restarting this account, he was charged only what he owed at that time which was $10.35 plus 3 weeks of delivery he received beyond his expiration date. That total was $13.91 bringing the total he was charged to $24.26.

Beyond the representative not reactivating [redacted] account as she should have, the call went on much longer than it should for a fairly routine call. Instead, there were gaps in the call where nothing was said leaving him and me to wonder what she was doing. Before she finally placed him on hold (when the music came on) she should have said, “[redacted] is it ok if I place you on hold?” Finally at the end of the call when she came back on the phone, she should have apologized for him having to wait as long as he did. I apologize for the way the call was handled. She did not represent the customer service we want anyone to receive. I will be talking to her supervisor on how this call should have been handled.

The second attached recording is from the sales representative who called [redacted] to ask if he would like to take advantage of our special offer to upgrade his subscription from 4-day delivery to 7-day delivery. We heard on the recording that he did agree to take advantage of this offer.

I appreciate [redacted] taking the time to write to us to let us know of his experience dealing with us on many different levels. I am sorry for the ordeal he went through during what should have been a very routine call. If his father would like to continue to receive 7-day delivery, I would like to offer him 2 months free. His current expiration date is Aug. 8, 2014 and this would extend his subscription to Oct. 8, 2014. If however, he wishes to revert back to 4-day delivery, the same offer applies: 2 free months. I just need to know whichever he would like to accept.

Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]. We only want to continue what is currently being delivered, Friday-Monday plus Channels, and do not need the extra 3 days. So long as we pay our bills, as we have over the years, we should never receive any phone calls that our not in reply to our inquiries.

I was unable to open the ".docx" attachment, so have no idea what it actually included. I would very much like to hear the actual recording if someone could share with me what program I need to be able to listen to the file format. That said, please notice that even according to their response the supposed subscription I am stated to have agreed to ends on a date before I ever received a single paper. At present, we are again receiving the 4 day plus Channels that I described and they seem to still be confused in how they communicate internally as evidenced by the comment that they believe I am receiving 7 day service. Nevertheless, this has been an absurd exercise in unnecessary frustration that has included far more conversations and claims than what have been addressed and I am frankly worn out from it and do not need the stress.

It is a shame that I wasn't able to advance this conversation by way of the policies at the Times and the real failure at Customer Service was much less with the representative who made a mistake that could and should have been fairly easily fixed, but more with the fabricated account that there was a recording of me agreeing to what was charged to my card, the obnoxious representative who "apologized" for me putting myself through this and disconnecting me. And no, The Richmond Times Dispatch does not have the authority to alter what is charged to our credit cards or for what purpose without our explicit permission.

Regards,