St Louis Post-Dispatch

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @post-dispatch.com Refund of $was processed on 11/6/

We added money onto the account going back to 1/20/17Your last payment of + days = + that was still on your account Totaled $

Initial Business Response / [redacted] (1000, 12, 2015/11/13) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @post-dispatch.com I have called and left a message and have given them a weeks worth of credits for the missed papersThey are asking for a vacation pack now that holds the papers until they are back from vacation and then delivers them Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We have asked the Distributor to make sure the carrier is aware to stop delivery to this address

I paid over $for a yearly subscription to be delivered days a weekI've asked them repeatedly to please double wrap my paper on days that it rainsThey are not doing itIt is raining today and the paper is wetI am not receiving the product that I paid for

We failed to correct the delivery to this customer and they have stopped and refunded

We have replaced the carrier on this route and have given the customer weeks of delivery to ensure positive results

We have stopped and processed the refundIt will be in the amount of $ You have overpaidYou paid every month instead of every weeks

The subscriber was paying on automatic monthly pay by credit card or debit card There was a problem and we were not able to automatically charge herSo the bill wen t from for a month to for weeks or months x = - the same rate she was on

omplaint: [redacted] I am rejecting this response because: Yes I canceled & yes I got my refund, but missed weeks , I got the run around, I want to know why they didn't deliver my paper, and why'only after I said I was canceling did someone tried to help with this problemCan someone explain this to me ? For 5years I got the Sunday paper with no problem, what happened? I was paid up and even after I call, they continued to take money out of my accountI just want an explanation Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/12/09) */ We do apologize for the delivery issues they have hadBut since 11/14/we have not heard of any delivery issues, We assume that delivery has been correctedWe will mail her the 11/and 11/issues that she missed Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm sorry, but, it has been several weeks since I requested the newspapers I paid for and have still not receivedSo excuse me if I don't accept their "apology"I have heard nothing from them directly and the paper that has NOT been delivered are worthless at this pointAlso the credits that I was told would be given when I did talk to a live person a month ago have not happened just like the first time I missed newspapers a few months priorSince we have been customers about 6-months this does not bode well for a long relationship Final Business Response / [redacted] (4000, 11, 2015/12/18) */ We have added a weeks worth of delivery onto her account with us for the delivery issues that she has experienced

Contact Name and Title: [redacted] - Direct Reponse Contact Phone: [redacted] Contact Email: [redacted] @post-dispatch.com A refund has been noted for this subscriber's account in the amount of $A check was issued and mailed on 02/26/in the amount listed abovePlease advise if additional information is required

Complaint: [redacted] I am rejecting this response because: they have not said that they will be working on a solution to fix the problemThey are simply telling me that there is a problem, and "this time" they will give me a creditBut, there will be more missed deliveries -- probably tomorrow and the day after that etcI want to know what are they going to do to address the root cause and fix the problem? Are they working on getting a regular carrier for the route? What is the target date for getting a regular carrier? Or will this section of the City of StLouis be left unserved by the St Louis Post Dispatch? I want answers to those questionsIn closing, I am particularly disturbed that they were aware there was no regular carrier and the problems this caused, yet they never attempted to contact me or my neighbors to explain why our papers stopped being deliveredInstead they were silentShame! This is not the way one treats a loyal subscriber particularly when many people these days are abandoning local newspapers Sincerely, [redacted] ***

Ms [redacted] has been given a total $in credit on the days she called in In addition to that I have extended her subscription for another weeks of delivery which is a credit of $ We have notified the distributor to talk to the carrier about her delivery problems

We do have customers on different price levels due to the price they either started at or changed their subscription type to Customers are then tiered to the top rate for their subscription type causing different price levelsCustomers can refer to Page for the top tier rates The delivery fees are the same rate for every Home delivered paper Customers may pick up their paper at a depot (if available) to eliminate the delivery fees, but need to contact our office to set up that procedure

Complaint: [redacted] I am rejecting this response because: The credits are due me for papers I had paid for and never received The extension of my subscription is appreciated but it does me no good when the paper still isn't delivered As an example, I had to call Sat6/25/as no paper was delivered but was redelivered after my phone call This issue will be resolved when I no longer have to call for a paper I have paid for and paid for delivery This problem has been on going for weeks If you pay for a paper and for that paper to be delivered, it should not be a surprise every time you expect it to be delivered Sincerely, [redacted] ***

Please contact me on Monday 1/30/@ [redacted] I will be happy to help you

The screen print below show the credit of $for weeks of delivery We gave him this credit because of his missed papersThe only date of the customers complaints were 6/17/and 6/25/

We have a new carrier now delivering to them Their account has been credited for the missed deliveries

Final Consumer Response / [redacted] (2000, 7, 2016/02/17) */ I have resolved my complaint with this company to my and their satisfactionThey admitted that I wasn't on auto-pay - that was important to me to get that confirmationI re-subscribed to their service for another yearWe'll see how it plays out and if there are no complications - I am not on auto-pay