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I've been trying to pay my subscription bill over the phone for weeks, no one has picked up and the Operator transfers me to different people who don't have voicemails.
Customer was contacted by phone and sent a secure URL link to pay their invoice via credit card. The customer was satisfied with this and she was instructed to notify directly the Customer Service Representative if any further assistance was needed.
I have a subscription to "Nature," a weekly journal (ref. no. ***), paid through 04/2019. On August *, I stopped receiving my issues. I called the customer service number and was told that my subscription had been blocked by a "system glitch", and that the block would be removed, but I have not yet resumed receiving my weekly issues. On September , I filed a Revdex.com complaint (ID ***) and was contacted by the Springer Nature Senior Manager, who assured me that the problem was solved. I therefore agreed to close the complaint. However, my subscription remains blocked. I have called the Senior Manager several times, leaving messages, and my calls have not been returned. On October *** I received an email from a Customer Service Advocate, who sent me the missing issues (which arrived 3 weeks later), but since then, I have not received the last 3 issues.
We have reached out to the customer and found that he was still missing 2 back issues of his journal subscription but did just receive a current issue when it was published. The back two issues that *** was still missing were sent from our office directly to him and his subscription should now be running correctly with all issues shipped to him as they are published.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
When I concluded that my initial complaint was resolved based on the assurance of Springer Nature that this was the case, I discovered that my subscription had NOT been resumed.
This problem began 4 months ago, and despite multiple emails and telephone calls, has continued to this date.
I have received only 1 regular issue since then, an have not yet received 2 missing issues.
I will consider the matter resolved only when I have received all back issues, and have received 4 consecutive issues as they are published.
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely
Currently, only 2 issues has been published and shipped since working on resolving this issue for our customer, with the 2nd issue on its way to him. The last two issues for 2018 have not yet been published but, once published, will be shipped automatically. Unfortunately this will delay ensuring the customer that this matter has been resolved for him. However, we will continue to watch his subscription and keep in touch with the customer to ensure he is receiving his issues.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely
I have a paid subscription to "Nature," a weekly journal. Six weeks ago I stopped receiving my issues. I called the customer service number, and was told that by subscription had been blocked by a "system glitch", and that the missing issues would be replaced, and the block would be removed. Weeks later, I had not received the issues, and I called again. I was told that only one issue was being replaced (which I received), and that 4 additional August issues would reach me in 2-4 weeks. I emailed them again yesterday to indicate that I have not received the last 2 issues (September)--to which they replied that they would also be replaced. My regular subscription service has not been resumed.
Due to an issue in our system, issues for the customer's subscription to our journal was not being mailed and only when the customer contacted us were issues replaced. The issue with his subscription has been fixed and all future issues will be sent as published. We have contacted the customer, who advised us which issues he is still missing, and these will be sent directly from our office to him.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely