St Louis Post-Dispatch

Initial Business Response /* (1000, 5, 2016/03/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
We have mailed her the paper dated 2/19/16. Same day redelivery in not available in this area, but should have been redelivered the...

next day. Customer has also been given a week of credit which will extend her subscription
Initial Consumer Rebuttal /* (3000, 8, 2016/03/02) */
We have not received the February 19th delivery.

We have put thru a credit card refund of the 28.78, she should see it within 72 business hours.  The new monthly  rate is 20.79.

We have found an error in our billing program and apologize to the customer for that error. I have put thru a refund of  the $8.62 back to her card and she should receive it within 72 hours. The customer will now be on a monthly reoccurring charge of $8.62.  The next monthly charge...

will be on Sept 5 for the delivery in Sept and again on Oct 5 for Oct. and the 5th of every month going forward. The customer can call me with any other concerns or questions. [redacted]

We have stopped her account and have refunded the 56.74.  She should receive a check within 3 weeks.

Please send us a copy of your receipt, the amount you paid is for a Sunday only subscription.

Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
Refund for the full Amount paid of $30.00 is being processed today. It will appear on their credit card within 72 hours.

We had a carrier walk off this route.  The Distributor is delivering and training a new carrier. I  talked to this customer on 3/10/16 and credited them the 2 papers they bought at the rate they purchased the papers for. They can call me at [redacted]. If they are still having...

delivery problems.

Initial Business Response /* (1000, 5, 2015/04/29) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-distpatch.com
The suggested retail price of the Sunday newspaper is $167.42 per year which is $3.22/week on average. The $3.22 is an average...

weekly rate. Using the premium editions as noted on page A2 of the newspaper, Ms. [redacted] actual invoice will vary by each 4 week cycle, but when a full 52 weeks are calculated, the total annual subscription price is $167.42 (average of $3.22 per week). Ms. [redacted] is at a discounted rate but the same still applies.

Carrier has been notified and the distribution company that contracts with the carrier...

Complaint: [redacted]
I am rejecting this response because:I have not been adequately reimbursed.  Please provide an account statement and details of how the refund amount was calculated.
Sincerely,
[redacted]

We have replaced the carrier on this route and have given the customer 2 weeks of delivery to ensure positive results.

Initial Business Response /* (1000, 12, 2015/12/22) */
There have been no complaints registered to Mr. [redacted]'s account since November 11. I spoke to Mr. [redacted] today, December 21, and he has indicated that he is getting delivery everyday and the issue has been resolved. **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...

this is the same response they have offered me on the numerous occasions I had problems. I can only hope they improve, and thus have no choice but to accept the "resolution" as satisfactory to me.
Sincerely,
[redacted]

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 Sat. 6/25/16 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]

We have notified the delivery company and Distributer that contracts with the carrier about this delivery coampl;int.  We have added  a week of delivery onto his account.

Initial Business Response /* (1000, 7, 2016/01/12) */
Ms [redacted] has stopped her subscription with us and we given her a refund back to her card.

. We have submitted a refund and he should receive it within 10-14 days.

We have sent this information to the Distributor who oversee the contactors who delivers to her. We have given her a month of delivery on us.

Initial Business Response /* (1000, 5, 2015/05/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
On January 4 Ms [redacted] balance was $8.06. We will process a refund in that amount today. Her account was switched to a SO and the...

money paid was applied to that subscription type. We have written off her balance due as well.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Writing off a balance due. I have no "balance due." I contacted you in December and stopped my subscription. Your company made an error, it is not that you are doing me a favor by writing off something. Your company needs to admit fault and apologize. That is the appropriate thing to do.
2. Counseling your phone representative. This was not addressed in the response.

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 levels. Customers can refer to Page 2...

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.