St Louis Post-Dispatch

Initial Business Response /* (1000, 5, 2016/03/02) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@post-dispatch.com
Ms*** expiration date is 3/6/She also received a rate increase which we switched back to what she was paying due to poor
service

I've had to deal with this issue twice before within the passed yearThe Post Dispatch is 'guaranteed' to be delivered to our home by 6:30am Mon-Fri & 8am weekendsI leave for work @ 7:30am each weekday and like to read the paper before I leaveI called *** *** (Mgr of delivery service) on 10/04/16, and explained that I had not received a paper by 7:30am on multiple occasions over the passed several weeksI was told he would 'speak with her.' Delivery was not altered, that I'm aware of, so I called again on 10/06/I left a voicemail message, but received no responseI called again on 10/10/16, and spoke with ***, explaining the paper never arrives before 7:30am weekdays, and that it was delivered at 10:45am the previous SaturdayHe noted that this was 'too late,' and he would 'speak with her again.' Today is 10/We've received the paper prior to 7:15am just once in the passed weeks - prior to 7:30am just twiceI called *** again today, but received no responseI'm asking for your assistanceI would like the paper (guaranteed delivery by 6:30) to arrive no later than 7amThank youI would like the paper delivered by 7:00am - minutes after the 'guaranteed' delivery time

It appears they are still charging me for “Digital Access” which I don’t want and didn’t order. Also, their bill statements are confusing. I ordered Sunday only service. Bills go to Saturday, Okay maybe because they
deliver Sunday’s paper overnight Saturday night?? But the most recent bill starts with a billing date of Monday, July 31, in addition to billing me for Digital Access. Why would the billing period start with a Monday when I have Sunday only service? On July I paid a bill that I thought was finally correct. However this bill was not detailed. The next bill I received, on July 31, was for the same amount but it was a detailed bill showing a charge for Digital Access. Now I’m thinking I paid for Digital Access on the statement I paid on July 23. If so, in addition to a correct bill, they now owe me a refund or credit for the digital access charge plus appropriate taxes Does the Post-Dispatch wonder why they’re loosing subscribers???? I use to be a daily subscriber for years. Switched to Sunday only effective early December 2016, but since they can’t bill me correctly I’m about to cancel my paper service all together

When we issue a credit on the customers account it effects the expiration date of the subscription.  Our invoices do not show credits given to customers, but the invoices do show dates that the billed amount starts and ends. These dates should reflect the credit given on the next bill.  I...

have given you credit for 11 Sunday papers that you were on vacation since 6/14/15.  It totals $20.39.  In the future the policy below will be how your vacation time is handled.Below is the statement about our vacation policy...The vacation policy of the St. Louis Post-Dispatch states customers requesting a vacation hold less than 15 days can receive the missed papers upon their return or choose to donate them to the Newspapers in Education program. For those vacations 15 days or more, the customer can receive the missed papers upon their return, choose to donate them to the Newspapers in Education program or receive a credit. This policy is for customers of the St. Louis Post-Dispatch, as well as all other Lee newspapers, effective September 2012. This vacation policy is similar to other newspapers across the county including the [redacted] and the [redacted].

I have not received Monday's 12/18 nor today's 12/21 newspapers.  Service is getting worse than any improvements being made.

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
Customers balance has been waived

Initial Business Response /* (1000, 5, 2016/01/05) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-disptach.com
I spoke with the customer and have given them credit for their missed papers. I have also left my phone number with them.

Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
Mr [redacted] lives on a route that we do not have a regular carrier for. We apologize for the misses and have given him credit.

THe carriers are independent contractors, MS [redacted] should file a police report.  We have alerted the Distributor also

omplaint: [redacted]
I am rejecting this response because: Yes I canceled & yes I got my refund, but 7 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 problem. Can 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 account. I just want an explanation.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
We have processed the add'l $4.00 today 8/13/15. It can take up to 72 hours for it appear on their credit card.

A refund back to their credit card on file was  made on 7/26/17 in the amount of 32.66.  IT should be posted within 72 business hours.

Initial Business Response /* (1000, 5, 2015/11/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
We have extended her subscription for 3 weeks. Her account has been placed on a Hot list for delivery issues. We will monitor her...

delivery issues
Initial Consumer Rebuttal /* (3000, 12, 2015/11/24) */
I received your letter in regard to Case #XXXXXXX: St. Louis Post Dispatch.
I was seeking a refund for the paper deliveries I didn't receive.
It is my understanding that the St.Louis Post Dispatch have extended my subscription for 3 weeks and my account has been placed on a Hot List for delivery issues.
My problem is no date was given for the beginning of the 3 weeks.
In August I made a payment of $65.76 for the period of August 30, 2015 through November 28, 2015.
Am I correct my three weeks will be Nov. 29, 2015 through December 19, 2015?
Thank you,
[redacted]
Final Consumer Response /* (3000, 25, 2015/12/15) */
I did not receive a paper on November 6, 2015 up until December 12, 2015. I would like to receive my full 3 weeks of getting the paper since I did not get it for 3 full weeks.
Final Business Response /* (4000, 29, 2015/12/18) */
We have adjusted their account so that they do not expire until 1/4/16. We have also kept them on a lower rate than the post card that they just received.

They sytem has sent a final bill to him.  When on a ezpay account with us, there are no bills to send.  You authorize to charge your account monthly and we do. IF the rate changes we mail you a post card. But never a bill.  Since your subscription has stopped with money owed you have been sent  system generated bill on 8/1/16.

It happened again. Sunday (9/25/2016) I received only the magazine section. No news this time. Problem was reported. Informed paper to be redelivered. And it was, within 1/2 hour. On Tuesday (9/27/16) I received another Sunday paper. Thank You?Really Thanks!

We have stopped their account and they will receive a check in the amount of 32.99 in 2-3 weeks.

We have notified the carrier and distributor to stop the delivery

Initial Business Response /* (1000, 7, 2016/03/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
it looks as though the delivery of their Monday paper has been resolved. We have extended their subscription for the missed...

deliveries. If this has not been resolved she can call me.

A refund request for 87.67 has been processed and they should receive within 2 weeks.

Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
This customer is on a Discounted package that includes the digital. We do have a print only package available. If she wants more information she can call me at XXX-XXX-XXXX.