Support Staff has placed two voice mail messages to the customer without a return phone call.Even though customers were mailed letters of the magazine charges when the magazine was launched, disclaimers run daily in the newspaper, in every edition of the magazine and with renewal statements, we
opted to placed the customer in a rate that covers the magazine at no extra charge in addition to crediting for three magazines that had been delivered.The voice message stated the move to a better rate and credit
Initial Business Response /* (1000, 5, 2015/04/16) */
Contact Name and Title: *** Operations Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rrstar.com
The Home Delivery Manager as well as the District Manager have been alerted to this complaintMs.*** should not receive
additional papers
Complaint: ***
I am rejecting this response because: That is not trueYou guys CHARGE customers the printed copy you voluntary insert in Sunday papers and charging the customers by decreasing their PAID subscriptionsI’ve experienced this every timeWhy would customers complain about this same problemRead the complaints, to those of us that knows your tricks, we have voiced our dismay.
Sincerely,
*** ***
Support staff contacted customer on 1.18.17. Even though letters were sent to customers prior to magazine launch, disclaimer is in the paper daily, in every edition of the magazine and on renewal statements,, customer was moved into a rate that includes the magazine at no extra
cost. Support staff reported customer is very happy with the resolve
Following are the facts regarding this situation: Customer received a letter with the following options: Regular Mail RRS Sends out current day Delivery contingent on USPS Usually 3-day delay Digital hour access Phone calls to call center: Switch to mail Called to
report No Paper 11.16.16 Called to report No Paper Called to report No Paper days credit posted day credit posted No Paper day credit posted Calls went into DTI, but never escalated to Home Delivery Manager to contactAppeared service was ok after when mail delivery started regularly was day after ThanksgivingUSPS mail was delayed Customer received credit fore all of the days he reported No PapersPayments Customer was set up for mail delivery at his current Home Delivery rate through Customers account now expires on after credits were applied Customer Contact: I contacted customer this morning and understand his concerns: USPS telling customer paper delay would be 1-days Being informed all Sunday ads would be included Calls not being escalated to me (HDM) Resolution Customer agreed to refund from to expiration date Customer will contact Revdex.com to close case as resolved With great pleasure while Exceeding Customer Expectations, *** *** Register Star Newspaper Home Delivery Manager ***
*** Thanks,
Refund for previous magazines was processed on as previously mentioned Customer was also put on a rate that includes the premium editions at no extra cost I believe we have satisfied all of the customers terms
Complaint: ***
I am rejecting this response because: I had always received all the papers to days after publication with no adds,which is unacceptable When I was originally told they would be there only day later with the adds When I called register star and journal standard on the issue and the problem never got solved nor did they bother to contact me later I was upset and sent complaint to Revdex.com I did receive a payment for for the ending of delivery of the paper for 12/27/till 1/11/
Sincerely,
*** ***
ROCKFORD REGISTER FAILED TO BE HONEST IN ITS RESPONSE. THEY ADVISED YOU THAT THEY HAD NOTIFIED US OF THE PENDING COST CHANGE, BASED ON THE MAGAZINE. THIS DID NOT HAPPEN. JUST ADMIT TO IT, CANCEL THE MAGAZINE AND ISSUE THE CREDIT WE ARE DO.NO PHONE CALLS ARE NECESSARY FROM ROCKFORD REGISTER STAR CUSTOMER SERVICE. JUST TAKE CARE OF THE MATTER.VERY POOR BUSINESS PRACTICES
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I will accept this when I receive check . I have had problem with this company 2 times with feeling they can deduct what ever from my account and it is a Revdex.com complaint when you have a newspaper account and you can't allow them privilege of doing deduction from an account. the public should be made aware of your business practices so that makes it a Revdex.com issue. When this subscription is done I will be done with Rockford Register Star . TO much drama doing business with you and further more you never said you where sending a check .
Sincerely,
[redacted]
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.
Sincerely,
[redacted] will notify Revdex.com when payment is received for the period we agreed on We had a very enjoyable chat and we both understood each others situations This will resolve the trouble I went through Then the case can be closed
I researched the account and discovered: 1.5.17: Customer made an online ("web") payment. Customer listed $59.20 for the subscription cost and another $59.20 for NIE (Newspapers in Education) donation, which is why the $118.40 was deducted from her bank account. The customer service...
representative could only see the $59.20 because the postings go into two different files. which she is not privy to the NIE portal.1.7.17: We credited customer back $14.00 and put her on a lower rate. Only notes stated "Office Adjust".1.31.17: I called customer and left a voice message with the details, asking her to contact me at her earliest convenience. I will adjust her account accordingly if needed.
Complaint: [redacted]
I am rejecting this response because: I got a call on February I,2017 from customer service stating that they were depositing the $59.20 back into my checking account right then and so far it is 8:00 P.M. and I checked my account and no deposit was made for today and until that happens I will not close the complaint . ( don't Trust them)
Sincerely,
[redacted]
Initial Business Response /* (1000, 11, 2015/09/03) */
We have notified the carrier to discontinue delivering to this address. We appreciate Ms. [redacted] bringing this to our attention. The delivery of this product is an Opt-in and then requires the recipient to contact us to Opt-out of...
distribution. We don't show this address as an optin so the carrier was most likely delivering in error. We apologize for this error and again appreciate that it was brought to our attention.
Complaint: [redacted]
I am rejecting this response because: I talked to RRStar several weeks ago and they agreed to extend my subscription (Friends & Family rate) to cover the cost of the magazines already sent and would not charge us for any further magazines. Then yesterday they called again. I want the first agreement.
Sincerely,
[redacted]
Not sure who's email account this got hung up in or why it was never closed. I spoke with customer and she informed me that her service has been impeccable since this delivery situation and can't be more pleased with her carrier.
I am not sure about the billing length or terms. However, we show that the paper started on 11.13.16. The subscription renewed on 11.27.16 (probably a billing change), and is set to expire on 2.5.17. Accounts do not automatically stop. Newspaper subscriptions and...
disclosures states "papers will automatically renew unless otherwise notified". I attempted to contact customer today (1.31.17) and left a voice message explaining that the paper will automatically renew on 2.5.17 unless I hear back from her before that. I also provided my direct phone number.
Regarding the "added on" charges the customer is claiming: The TV Book and 815 magazines are included in the customers subscription cost. The customer has an option of receiving a digital copy of their statement. The customers account can even be viewed at any time, simply by...
logging into their online account. If the customer opts to have a printed statement, an additional charge will be charged, like nearly every company does now, to absorb manual labor, paper and postage costs. I do not understand how the customer views the three items mentioned being worth 50% of their subscription cost. I will contact customer to explain the payment options and to resolve the customer dispute. With great pleasure while Exceeding Customer Expectations, [redacted] Register Star Newspaper Home Delivery Manager [redacted]@rrstar.com [redacted]
Support Staff has placed two voice mail messages to the customer without a return phone call.Even though customers were mailed letters of the magazine charges when the magazine was launched, disclaimers run daily in the newspaper, in every edition of the magazine and with renewal statements, we
opted to placed the customer in a rate that covers the magazine at no extra charge in addition to crediting for three magazines that had been delivered.The voice message stated the move to a better rate and credit
Initial Business Response /* (1000, 5, 2015/04/16) */
Contact Name and Title: *** Operations Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rrstar.com
The Home Delivery Manager as well as the District Manager have been alerted to this complaintMs.*** should not receive
additional papers
Complaint: ***
I am rejecting this response because: That is not trueYou guys CHARGE customers the printed copy you voluntary insert in Sunday papers and charging the customers by decreasing their PAID subscriptionsI’ve experienced this every timeWhy would customers complain about this same problemRead the complaints, to those of us that knows your tricks, we have voiced our dismay.
Sincerely,
*** ***
Support staff contacted customer on 1.18.17. Even though letters were sent to customers prior to magazine launch, disclaimer is in the paper daily, in every edition of the magazine and on renewal statements,, customer was moved into a rate that includes the magazine at no extra
cost. Support staff reported customer is very happy with the resolve
Following are the facts regarding this situation: Customer received a letter with the following options: Regular Mail RRS Sends out current day Delivery contingent on USPS Usually 3-day delay Digital hour access Phone calls to call center: Switch to mail Called to
report No Paper 11.16.16 Called to report No Paper Called to report No Paper days credit posted day credit posted No Paper day credit posted Calls went into DTI, but never escalated to Home Delivery Manager to contactAppeared service was ok after when mail delivery started regularly was day after ThanksgivingUSPS mail was delayed Customer received credit fore all of the days he reported No PapersPayments Customer was set up for mail delivery at his current Home Delivery rate through Customers account now expires on after credits were applied Customer Contact: I contacted customer this morning and understand his concerns: USPS telling customer paper delay would be 1-days Being informed all Sunday ads would be included Calls not being escalated to me (HDM) Resolution Customer agreed to refund from to expiration date Customer will contact Revdex.com to close case as resolved With great pleasure while Exceeding Customer Expectations, *** *** Register Star Newspaper Home Delivery Manager ***
*** Thanks,
Refund for previous magazines was processed on as previously mentioned Customer was also put on a rate that includes the premium editions at no extra cost I believe we have satisfied all of the customers terms
Complaint: ***
I am rejecting this response because: I had always received all the papers to days after publication with no adds,which is unacceptable When I was originally told they would be there only day later with the adds When I called register star and journal standard on the issue and the problem never got solved nor did they bother to contact me later I was upset and sent complaint to Revdex.com I did receive a payment for for the ending of delivery of the paper for 12/27/till 1/11/
Sincerely,
*** ***
ROCKFORD REGISTER FAILED TO BE HONEST IN ITS RESPONSE. THEY ADVISED YOU THAT THEY HAD NOTIFIED US OF THE PENDING COST CHANGE, BASED ON THE MAGAZINE. THIS DID NOT HAPPEN. JUST ADMIT TO IT, CANCEL THE MAGAZINE AND ISSUE THE CREDIT WE ARE DO.NO PHONE CALLS ARE NECESSARY FROM ROCKFORD REGISTER STAR CUSTOMER SERVICE. JUST TAKE CARE OF THE MATTER.VERY POOR BUSINESS PRACTICES
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I will accept this when I receive check . I have had problem with this company 2 times with feeling they can deduct what ever from my account and it is a Revdex.com complaint when you have a newspaper account and you can't allow them privilege of doing deduction from an account. the public should be made aware of your business practices so that makes it a Revdex.com issue. When this subscription is done I will be done with Rockford Register Star . TO much drama doing business with you and further more you never said you where sending a check .
Sincerely,
[redacted]
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.
Sincerely,
[redacted] will notify Revdex.com when payment is received for the period we agreed on We had a very enjoyable chat and we both understood each others situations This will resolve the trouble I went through Then the case can be closed
I researched the account and discovered: 1.5.17: Customer made an online ("web") payment. Customer listed $59.20 for the subscription cost and another $59.20 for NIE (Newspapers in Education) donation, which is why the $118.40 was deducted from her bank account. The customer service...
representative could only see the $59.20 because the postings go into two different files. which she is not privy to the NIE portal.1.7.17: We credited customer back $14.00 and put her on a lower rate. Only notes stated "Office Adjust".1.31.17: I called customer and left a voice message with the details, asking her to contact me at her earliest convenience. I will adjust her account accordingly if needed.
Tell us why here...I want my 59.20 back
Complaint: [redacted]
I am rejecting this response because: I got a call on February I,2017 from customer service stating that they were depositing the $59.20 back into my checking account right then and so far it is 8:00 P.M. and I checked my account and no deposit was made for today and until that happens I will not close the complaint . ( don't Trust them)
Sincerely,
[redacted]
Initial Business Response /* (1000, 11, 2015/09/03) */
We have notified the carrier to discontinue delivering to this address. We appreciate Ms. [redacted] bringing this to our attention. The delivery of this product is an Opt-in and then requires the recipient to contact us to Opt-out of...
distribution. We don't show this address as an optin so the carrier was most likely delivering in error. We apologize for this error and again appreciate that it was brought to our attention.
Complaint: [redacted]
I am rejecting this response because: I talked to RRStar several weeks ago and they agreed to extend my subscription (Friends & Family rate) to cover the cost of the magazines already sent and would not charge us for any further magazines. Then yesterday they called again. I want the first agreement.
Sincerely,
[redacted]
Not sure who's email account this got hung up in or why it was never closed. I spoke with customer and she informed me that her service has been impeccable since this delivery situation and can't be more pleased with her carrier.
I am not sure about the billing length or terms. However, we show that the paper started on 11.13.16. The subscription renewed on 11.27.16 (probably a billing change), and is set to expire on 2.5.17. Accounts do not automatically stop. Newspaper subscriptions and...
disclosures states "papers will automatically renew unless otherwise notified". I attempted to contact customer today (1.31.17) and left a voice message explaining that the paper will automatically renew on 2.5.17 unless I hear back from her before that. I also provided my direct phone number.
Regarding the "added on" charges the customer is claiming: The TV Book and 815 magazines are included in the customers subscription cost. The customer has an option of receiving a digital copy of their statement. The customers account can even be viewed at any time, simply by...
logging into their online account. If the customer opts to have a printed statement, an additional charge will be charged, like nearly every company does now, to absorb manual labor, paper and postage costs. I do not understand how the customer views the three items mentioned being worth 50% of their subscription cost. I will contact customer to explain the payment options and to resolve the customer dispute. With great pleasure while Exceeding Customer Expectations, [redacted] Register Star Newspaper Home Delivery Manager [redacted]@rrstar.com [redacted]