Initial Business Response /* (1000, 5, 2015/11/13) */
Dear Mr***:
We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper deliveryWe apologize that you needed to take this to the Revdex.com for resolution
First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscriptionWe provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due dateThis information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers
Upon reviewing your account, we see you started a 52-week, Sunday print subscription on 5/13/from a Groupon offer at a low introductory rateWe sent a renewal invoice on 4/19/(three weeks prior to the expire date)On 5/13/15, a credit card payment was made to extend service for weeks per a customer call to the Star TribuneRenewal invoices were again sent on 10/4/and 11/8/All clearly indicated that subscriber needed to call to stop deliveryYou contacted our customer service department after receiving the second renewal invoice to dispute the past due balance and stop deliveryIt has been stopped
I'm sorry if there was any misunderstanding or miscommunication by our customer service repSince you renewed your subscription through our customer service area, your most recent subscription was with and through the Star Tribune
As a one-courtesy, we have written off the past due balance of $Thank you trying the Star Tribune
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Mr***: We are in receipt of your complaint regarding the restarted delivery of Twin Cities Values (TCV) after requests to stopWe apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your address in our system, there are
no Star Tribune publications scheduled for delivery to your addressIn addition, there is a note stating “NO TCV DELIVERY” on the account. We contacted the Distributor contracted to deliver multiple publications in your area regarding the continued TCV delivery issue and the Verification & Quality Assurance Manager. The Distributor confirmed that your address is on no delivery lists from the Star Tribune and is working with the new carrier to make sure TCV is not delivered to your address. Your address would not be added back to any delivery list furnished by the Star Tribune without an explicit request from the resident at the address. We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products We are sorry for any inconvenience this has caused you Sincerely, Arden *** Senior Vice President, Circulation
Initial Business Response /* (1000, 8, 2016/02/26) */
Contacted Distributor regarding weekday delivery issuesNo complaints since thenTried emailing and calling customer to see if service has been corrected, No response yet
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.I was pleased to receive such a quick and effective response Thank you for your help in this matter! Regards, *** ***
Initial Business Response /* (1000, 5, 2015/08/14) */
The regular carrier who returned from an extended vacation on Monday, August 10th says that he has delivered every day since his returnWhen DA Mark checked this at 6:this morning the paper was already picked up or not yet delivered so he
left a Strib on his doorstepThe customer may get two todayAfter checking this account, there have been no missed paper complaints since 8/9/15, so the delivery problem should be resolvedThere were subs on the route for a few weeks, which caused the problem
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Were this a one-time problem, the explanation offered would seem plausibleThe problem has occurred numerous times over many months, however, which strips the explanation of any credibility
Initial Business Response /* (1000, 5, 2015/12/03) */
Dear Ms***:
We are in receipt of your complaint regarding the continued access and billing past the expire date of your newspaper digital account especially after you wrote on the invoice to cancel, so that it didn't go beyond the
expire dateWe apologize that you needed to take this to the Revdex.com for resolution
Your account was not stopped at the expire date, because we did not receive your written noteOur invoices request that customers do not write instructions on the invoice, but call the customer service numberPayments do not go to our customer service center, so these written messages might not get to the people who can stop your account
The past due amount has been removed from your account, and we apologize for any misunderstanding on our part
Again, I'm sorry that we did not stop access and billing on the expire date per your requestThank you trying the Star Tribune
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response, and the resolution to this matter
Original response sent on 3/14/by JM
March 14,
*** ***
*** *** *** ***
St Paul, MN
Re: Revdex.com Minnesota Case No.:
***
Star Tribune Acct: # ***
Original response to customer and Revdex.com sent 3/14/
Dear Mr***:
I am replying to your complaint to the Revdex.com regarding the failed start of your Sunday Star Tribune. I regret that this delivery problem was not corrected more quickly
Your distributor in Eagan has assured me that we will get you started on March 18th. He is aware that you have added the Washington Post Magazine to the mix. I have credited your account to the original amount you paid us in order to create a clean ledger going forward
I apologize for the inconvenience you encountered with our service and trust that this matter is resolved to your satisfaction
Sincerely,
John ***
Department Administrator, Circulation
cc: *** ***, Revdex.com Minnesota and North Dakota
Update: Distributor has hired more weekday carriers to fill open routes and can now work on the next carriers to work on too-large routes, so preferred deadline can be met for all customers. We believe the tube delivery issue has been resolved
Initial Business Response /* (1000, 8, 2016/02/10) */
Continue to work with the Distributor and Carrier to get this resolved with the CustomerThe Star Tribune did not receive or process the money in question, so cannot refund or credit itWe are confident the Distributor and Carrier will
resolve
Initial Consumer Rebuttal /* (3000, 10, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted to resolve this matter with the distributor who is your agent with no response accept inappropriate messages from the carrier such as "grow up" written on my newspaper and delivery of damaged paper or missing papersI do not contract with your carrier to deliver my paper which I buy from you---you select and pay the distributor to perform this service and therefor it is your responsibility to correct the behavior or your distributor
Final Business Response /* (4000, 12, 2016/02/12) */
Mr***,
We are as frustrated as you are by the response of the carrier and Distributor
Per your Resolution request, we will credit your account for $if you restart your 7-day subscriptionPlease contact my assistant Cindy *** at ***
We are making this offer in good faith based on your complaint, since we have no visibility to the checks that you wrote to your carrier and did not process any such tip through our system
Sincerely,
Arden ***
Senior Vice President, Circulation
Final Consumer Response /* (2000, 14, 2016/02/16) */
Star Tribune Acct: # *** Dear Mr***: We are in receipt of your complaint regarding StribExpress delivery not starting on September 18th as requestedWe apologize that you needed to take this to
the Revdex.com for resolution. Upon review of your account, we see StribExpress start on September 18th. Also, your missed delivery complaints on 9/18, 10/2, and 10/9. The Distributor was contacted immediately and worked with the carrier to understand the importance of delivering the StribExpress to you and all subscribersWe understand that it was delivered this past weekend and should continue to be delivered going forward Again, our sincere apologies for the service problems you experienced. Thank you for bringing this to our attention and being a StribExpress customer. Sincerely, Arden ***Senior Vice President, Circulation
December 6,
*** ***
*** *** ***
*** ***
St Paul, MN
Re: Revdex.com ID - ***
Star Tribune Accts: # ***
and ***
Dear Mr***:
I am responding to your complaint filed with the Revdex.com on December 5th involving the billing and subsequent collections activity on the above referenced accounts
In researching both of accounts, I found that we notified you by invoice in advance of subscription expiration “that service and billing do not automatically stop at the end of the subscription term and state that subscribers should contact the Star Tribune if you wish to stop service”. This information was followed by additional invoices with the same reminder. We provide this grace period as a courtesy to our print and digital subscribers to prevent an unwanted interruption in service should payment be received after the due date. We did not receive any missed paper complaints from you in and your letter message to the Revdex.com suggests you were aware of our attempts to contact youHad we known of the service issues, we might have had the opportunity to correct them, and credit your account accordingly
I have removed both accounts from collections, so you will not be subject to any further contact from *** * *** on these accounts. The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about any adverse impact on your credit rating as a result. We do, however, feel that the charges on both accounts are valid and must be paid before any future Star Tribune service can be reinstated
Sincerely,
John ***
Department Administrator, Circulation
cc: *** ***, Revdex.com
Re: Revdex.com Minnesota Case No: *** Star Tribune Acct: # *** Dear Ms***: We are in receipt of your complaint delivery continuing after you stopped
you subscription and several calls to our customer service departmentWe apologize that you needed to take this to the Revdex.com for resolution. Upon review of your account, we see that you stopped your subscription on 8/28/16. You called in November and early December reporting that you were still receiving a paper and to please stop delivery. We contacted the Distributor and Director of Home Delivery Operations for your area immediately upon receipt of your complaint this week to make sure the address is not on their delivery list and the carrier is told to not deliver going forward Again, our sincere apologies for any inconvenience this caused you. Thank you for bringing this to our attention and being a Star Tribune customer. We hope you will consider us again in the future. Sincerely, Arden *** Senior Vice President, Circulation
Dear Ms***: We are in receipt of your complaint regarding the ongoing delivery of Twin Cities Values (TCV) after requests to stopWe apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your address in our system, there are
no Star Tribune publications scheduled for delivery to your addressIn addition, there is a note stating “NO TCV DELIVERY” on the address. We contacted the Distributor contracted to deliver publications in your area regarding the continued TCV delivery issue and the Verification & Quality Assurance Manager. The Distributor confirmed that your address is on no delivery lists from the Star Tribune. The Distributor additionally took the following steps starting last week to resolve the issue: Talked to the carrier, who said that he knows where the address is and assured the Distributor that he did not deliver TCV to it this past weekend and will not in the futureThe address was also checked by Mike *** on Monday morning, and did not see a TCV at the addressMike *** can be contacted at ###-###-#### if you should receive a TCV in the future and will personally pick it upThe company owner said, “I apologize that this address was delivered in error, and we will to everything we can to make sure this does not happen again. Thank you.” We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products We are sorry for any inconvenience this has caused you Sincerely, Arden *** Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2016/03/01) */
Dear Mr***:
We are in receipt of your complaint regarding continued telemarketing calls even after you requested that they stop and add you to the Do Not Call listWe apologize that you needed to take this to the Revdex.com
for resolution
First, we apologize that there are no notes on your account regarding the DNC requestOur telemarketing vendor is unable to make this type of change to the accountWe have now marked the address and phone number on the account *** and the number you provided *** to our internal Do Not Call listWe also contacted our marketing department to make sure these numbers were pulled immediately from any calling lists
Again, we are sorry for an inconvenience this has caused you
Sincerely,
Arden ***
Senior Vice President, Circulation
I am rejecting this response because: paper was not delivered on 10/On 10/23, I called the Star Tribune circulation delivery issue line to notify the rep of missing paperRep said they were escalating the complaint & would have someone contact me within 24-hoursNo one has calledThis has been the consistent behavior since JulyI email or call to let them know that I've never (not once) received the editions as subscribed and there's promise of callbacks, we'll talk to depot, and we'll talk to the route driverOnce, I was given an email to a manager(Efran) however he never respondedOnce, someone took pity on me and my unbelievable time trying to get delivery so they delivered the full Sunday edition which was very niceBut I really truly want the paper as my neighbors just a block down receiveI'm not sure why I've been passed over for 3months. Could the Revdex.com speak with MrArden *** at the Strib & see if we can ensure delivery of the Strib Express? Thank you.*** ***
Initial Business Response /* (1000, 5, 2016/01/12) */
Please see email correspondence below:
Mr***:
Thanks for your responseIt really helps clear up one account and dual delivery period at two addresses
I don't know how you ended up with multiple accounts at the same address
under your name, but what can we do to help you with the continued delivery and billing issueIt looks like you have paid the past due bills for the continued delivery, and we really appreciate itBecause you are a long-time subscriber and have had the issue happen before, we have to believe that you know that you need to call to stop the subscription--especially with the multiple invoices and calls
The impact of stopping every subscription at end date, when the payment might just be a little late in posting or being sent, is huge and we would have more upset customers and it would cause more resource expense
Other than changing this policy, you did not indicate what you wanted as a resolutionYou didn't indicate that you didn't receive the papers you were billed for or that you were gone during this timePlease let me know how this can be resolved to both sides satisfaction and be fair
Sincerely,
Cindy ***
Executive Assistant and
Contract Administrator, Circulation
***
***@startribune.com
*** Minneapolis, MN
From: *** *** mailto:***@fpspayments.com
Sent: Friday, January 08, 12:PM
To: ***, Cindy
Subject: RE: Revdex.com Complaint:
Cindy, I never moved, that's my sons addressI have had your paper for many years now on and off because I been lots of time
down in Florida I am retired
From: ***, Cindy mailto:Cindy.***@startribune.com
Sent: Thursday, January 7, 4:PM
To: ***@fpspayments.com
Cc: ***, Dawn
Subject: Revdex.com Complaint:
Mr***:
I am reviewing your Revdex.com complaint regarding the past due amount of $that you just paid
I have to say that it has been confusing to me, because we have four (4) subscription accounts in your name--all starting at ***, but one moving to ***, Anoka in June There have been several variances in dates to when each account was activeThree of these accounts were sent to collections for non-payment during the last six yearsThere are two accounts that seem to have been active at the same time, but at two addresses and for different subscription typesI'm hoping that you can help clarify and give us some understanding
Account *** (***, ***)
- Active January to April 2009, when it was stopped for non-payment and sent to collections
Account *** (***, *** - moved to ***, Anoka)
- Subscription first started February
- Inactive January to June
- Active July to July
- Inactive July to April
- 4/23/14: 52-week, Sunday only subscription started via Groupon offer
- 6/22/- Move from *** to *** - where delivery stayed until stopped
- 4/26/- Stopped at expire date per customer request in June
Account (***, ***)
- 10/17/11: 7-day subscription started via internet at reduced intro rate
- 11/9/13: Delivery perm stopped for non-payment of last invoice
- February 2014: Sent to collections
- 3/17/14: Paid past due bill
- Inactive November to December
- 12/21/15: Started 7-day print via internet from a digital offer at low introductory rate
- 1/6/- STOP and refund per customer call
Account (***, ***)
- 4-week complimentary sample
- 6/17/14: Started a 7-day print subscription at a reduced EZPAY (credit card autopay)
- 9/15/14: autopay for weeks
- 12/15/14: autopay for weeks - credit card declined - billing change to invoice
- 1/29/15: paid invoice for weeks
- 4/7/15: paid invoice for weeks
- 4/11/15: rate change to full rate, since not on autopay
- 6/21/15: subscription expired
- Invoices sent: 5/31, 7/5, 8/2, 9/(final invoice
- Reminder calls and voicemails on 8/and 8/
- 9/19/15: Perm stopped for non-payment
- December 2015: Sent to collections
- 1/4/16: Customer paid past due amount of $(full rate)
Reviewing the above, it looks like you had two subscriptions going to two different addresses for almost a year:
Acct- Sunday-Only Print subscription
- April - April (Groupon order)
- Moved from Cartway Rd to Pierce St in June
Acct- 7-day print subscription
- June to September
- Started and stayed at Cartway Rd
You were not overbilled for any papers that you received according to our records, because the two subscriptions that were running at the same time were to two separate addressesYou are well aware that billing and delivery do not stop at expire from your many years as a subscriber to the Star TribuneThe amount you paid is the full price for a 13-week, 7-day print subscription and was listed on the invoices that you receivedThe collection agency does not charge you any additional money over what is owed for the debt
Is there any issue with the two different subscriptions going to the different addresses? You have been on several introductory rates over the years, so you might not be aware of our full rate
Before we file a formal answer with the Revdex.com, we want to know if there are any discrepancies that are not showing up in our system regarding your various accounts
Thank you
Cindy ***
Initial Business Response /* (1000, 5, 2015/10/15) */
Dear Ms***:
We are in receipt of your complaint regarding the continued delivery/billing past the expire date and being sent to collectionsWe apologize that you needed to take this to the Revdex.com for resolution
First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscriptionWe provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due dateThis information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers
Upon reviewing your account, we see that you started a 52-week Sunday print subscription on 4/6/at a low introductory rate via a Groupon offerYou received renewal invoices on 3/15/(three weeks prior to the expire date), 4/19/15, 5/17/15, and a final invoice on 7/4/15, when deliver was stopped for non-paymentAll clearly indicated that subscriber needed to call to stop delivery (copies provide upon request)We also called and left a voicemail for you on 5/23/regarding your account being past due and did not hear back from you
Your concerns regarding our marketing practices were passed on to the Marketing Department
As a one-time courtesy, we have written off the past due balance and pulled your account from collections
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction
Sincerely,
Arden ***
Senior Vice President, Circulation
Dear Ms***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscriptionWe apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star
Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications, including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers After reviewing your account, we see the issues relating to delivery at your correct address. All renewal invoices you received clearly stated the above policyI’m very sorry that that your request to stop service was not acted upon when you first requested it As a one-time courtesy, we have written off the past due balance. Thank you for being a Star Tribune subscriber, and we hope you will consider us again in the future Sincerely, Arden *** Senior Vice President, Circulation
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.Thank you to everyone involved who helped resolve my problem!***
Initial Business Response /* (1000, 5, 2015/11/13) */
Dear Mr***:
We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper deliveryWe apologize that you needed to take this to the Revdex.com for resolution
First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscriptionWe provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due dateThis information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers
Upon reviewing your account, we see you started a 52-week, Sunday print subscription on 5/13/from a Groupon offer at a low introductory rateWe sent a renewal invoice on 4/19/(three weeks prior to the expire date)On 5/13/15, a credit card payment was made to extend service for weeks per a customer call to the Star TribuneRenewal invoices were again sent on 10/4/and 11/8/All clearly indicated that subscriber needed to call to stop deliveryYou contacted our customer service department after receiving the second renewal invoice to dispute the past due balance and stop deliveryIt has been stopped
I'm sorry if there was any misunderstanding or miscommunication by our customer service repSince you renewed your subscription through our customer service area, your most recent subscription was with and through the Star Tribune
As a one-courtesy, we have written off the past due balance of $Thank you trying the Star Tribune
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Mr***: We are in receipt of your complaint regarding the restarted delivery of Twin Cities Values (TCV) after requests to stopWe apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your address in our system, there are
no Star Tribune publications scheduled for delivery to your addressIn addition, there is a note stating “NO TCV DELIVERY” on the account. We contacted the Distributor contracted to deliver multiple publications in your area regarding the continued TCV delivery issue and the Verification & Quality Assurance Manager. The Distributor confirmed that your address is on no delivery lists from the Star Tribune and is working with the new carrier to make sure TCV is not delivered to your address. Your address would not be added back to any delivery list furnished by the Star Tribune without an explicit request from the resident at the address. We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products We are sorry for any inconvenience this has caused you Sincerely, Arden *** Senior Vice President, Circulation
Initial Business Response /* (1000, 8, 2016/02/26) */
Contacted Distributor regarding weekday delivery issuesNo complaints since thenTried emailing and calling customer to see if service has been corrected, No response yet
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.I was pleased to receive such a quick and effective response Thank you for your help in this matter! Regards, *** ***
Initial Business Response /* (1000, 5, 2015/08/14) */
The regular carrier who returned from an extended vacation on Monday, August 10th says that he has delivered every day since his returnWhen DA Mark checked this at 6:this morning the paper was already picked up or not yet delivered so he
left a Strib on his doorstepThe customer may get two todayAfter checking this account, there have been no missed paper complaints since 8/9/15, so the delivery problem should be resolvedThere were subs on the route for a few weeks, which caused the problem
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Were this a one-time problem, the explanation offered would seem plausibleThe problem has occurred numerous times over many months, however, which strips the explanation of any credibility
Initial Business Response /* (1000, 5, 2015/12/03) */
Dear Ms***:
We are in receipt of your complaint regarding the continued access and billing past the expire date of your newspaper digital account especially after you wrote on the invoice to cancel, so that it didn't go beyond the
expire dateWe apologize that you needed to take this to the Revdex.com for resolution
Your account was not stopped at the expire date, because we did not receive your written noteOur invoices request that customers do not write instructions on the invoice, but call the customer service numberPayments do not go to our customer service center, so these written messages might not get to the people who can stop your account
The past due amount has been removed from your account, and we apologize for any misunderstanding on our part
Again, I'm sorry that we did not stop access and billing on the expire date per your requestThank you trying the Star Tribune
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response, and the resolution to this matter
Original response sent on 3/14/by JM
March 14,
*** ***
*** *** *** ***
St Paul, MN
Re: Revdex.com Minnesota Case No.:
***
Star Tribune Acct: # ***
Original response to customer and Revdex.com sent 3/14/
Dear Mr***:
I am replying to your complaint to the Revdex.com regarding the failed start of your Sunday Star Tribune. I regret that this delivery problem was not corrected more quickly
Your distributor in Eagan has assured me that we will get you started on March 18th. He is aware that you have added the Washington Post Magazine to the mix. I have credited your account to the original amount you paid us in order to create a clean ledger going forward
I apologize for the inconvenience you encountered with our service and trust that this matter is resolved to your satisfaction
Sincerely,
John ***
Department Administrator, Circulation
cc: *** ***, Revdex.com Minnesota and North Dakota
Update: Distributor has hired more weekday carriers to fill open routes and can now work on the next carriers to work on too-large routes, so preferred deadline can be met for all customers. We believe the tube delivery issue has been resolved
We will contact the Distributing Company regarding the check and amount. They are responsible for any damage done by their contractors/employees
Initial Business Response /* (1000, 8, 2016/02/10) */
Continue to work with the Distributor and Carrier to get this resolved with the CustomerThe Star Tribune did not receive or process the money in question, so cannot refund or credit itWe are confident the Distributor and Carrier will
resolve
Initial Consumer Rebuttal /* (3000, 10, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted to resolve this matter with the distributor who is your agent with no response accept inappropriate messages from the carrier such as "grow up" written on my newspaper and delivery of damaged paper or missing papersI do not contract with your carrier to deliver my paper which I buy from you---you select and pay the distributor to perform this service and therefor it is your responsibility to correct the behavior or your distributor
Final Business Response /* (4000, 12, 2016/02/12) */
Mr***,
We are as frustrated as you are by the response of the carrier and Distributor
Per your Resolution request, we will credit your account for $if you restart your 7-day subscriptionPlease contact my assistant Cindy *** at ***
We are making this offer in good faith based on your complaint, since we have no visibility to the checks that you wrote to your carrier and did not process any such tip through our system
Sincerely,
Arden ***
Senior Vice President, Circulation
Final Consumer Response /* (2000, 14, 2016/02/16) */
Star Tribune Acct: # *** Dear Mr***: We are in receipt of your complaint regarding StribExpress delivery not starting on September 18th as requestedWe apologize that you needed to take this to
the Revdex.com for resolution. Upon review of your account, we see StribExpress start on September 18th. Also, your missed delivery complaints on 9/18, 10/2, and 10/9. The Distributor was contacted immediately and worked with the carrier to understand the importance of delivering the StribExpress to you and all subscribersWe understand that it was delivered this past weekend and should continue to be delivered going forward Again, our sincere apologies for the service problems you experienced. Thank you for bringing this to our attention and being a StribExpress customer. Sincerely, Arden ***Senior Vice President, Circulation
December 6,
*** ***
*** *** ***
*** ***
St Paul, MN
Re: Revdex.com ID - ***
Star Tribune Accts: # ***
and ***
Dear Mr***:
I am responding to your complaint filed with the Revdex.com on December 5th involving the billing and subsequent collections activity on the above referenced accounts
In researching both of accounts, I found that we notified you by invoice in advance of subscription expiration “that service and billing do not automatically stop at the end of the subscription term and state that subscribers should contact the Star Tribune if you wish to stop service”. This information was followed by additional invoices with the same reminder. We provide this grace period as a courtesy to our print and digital subscribers to prevent an unwanted interruption in service should payment be received after the due date. We did not receive any missed paper complaints from you in and your letter message to the Revdex.com suggests you were aware of our attempts to contact youHad we known of the service issues, we might have had the opportunity to correct them, and credit your account accordingly
I have removed both accounts from collections, so you will not be subject to any further contact from *** * *** on these accounts. The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about any adverse impact on your credit rating as a result. We do, however, feel that the charges on both accounts are valid and must be paid before any future Star Tribune service can be reinstated
Sincerely,
John ***
Department Administrator, Circulation
cc: *** ***, Revdex.com
Re: Revdex.com Minnesota Case No: *** Star Tribune Acct: # *** Dear Ms***: We are in receipt of your complaint delivery continuing after you stopped
you subscription and several calls to our customer service departmentWe apologize that you needed to take this to the Revdex.com for resolution. Upon review of your account, we see that you stopped your subscription on 8/28/16. You called in November and early December reporting that you were still receiving a paper and to please stop delivery. We contacted the Distributor and Director of Home Delivery Operations for your area immediately upon receipt of your complaint this week to make sure the address is not on their delivery list and the carrier is told to not deliver going forward Again, our sincere apologies for any inconvenience this caused you. Thank you for bringing this to our attention and being a Star Tribune customer. We hope you will consider us again in the future. Sincerely, Arden *** Senior Vice President, Circulation
Dear Ms***: We are in receipt of your complaint regarding the ongoing delivery of Twin Cities Values (TCV) after requests to stopWe apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your address in our system, there are
no Star Tribune publications scheduled for delivery to your addressIn addition, there is a note stating “NO TCV DELIVERY” on the address. We contacted the Distributor contracted to deliver publications in your area regarding the continued TCV delivery issue and the Verification & Quality Assurance Manager. The Distributor confirmed that your address is on no delivery lists from the Star Tribune. The Distributor additionally took the following steps starting last week to resolve the issue: Talked to the carrier, who said that he knows where the address is and assured the Distributor that he did not deliver TCV to it this past weekend and will not in the futureThe address was also checked by Mike *** on Monday morning, and did not see a TCV at the addressMike *** can be contacted at ###-###-#### if you should receive a TCV in the future and will personally pick it upThe company owner said, “I apologize that this address was delivered in error, and we will to everything we can to make sure this does not happen again. Thank you.” We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products We are sorry for any inconvenience this has caused you Sincerely, Arden *** Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2016/03/01) */
Dear Mr***:
We are in receipt of your complaint regarding continued telemarketing calls even after you requested that they stop and add you to the Do Not Call listWe apologize that you needed to take this to the Revdex.com
for resolution
First, we apologize that there are no notes on your account regarding the DNC requestOur telemarketing vendor is unable to make this type of change to the accountWe have now marked the address and phone number on the account *** and the number you provided *** to our internal Do Not Call listWe also contacted our marketing department to make sure these numbers were pulled immediately from any calling lists
Again, we are sorry for an inconvenience this has caused you
Sincerely,
Arden ***
Senior Vice President, Circulation
I am rejecting this response because: paper was not delivered on 10/On 10/23, I called the Star Tribune circulation delivery issue line to notify the rep of missing paperRep said they were escalating the complaint & would have someone contact me within 24-hoursNo one has calledThis has been the consistent behavior since JulyI email or call to let them know that I've never (not once) received the editions as subscribed and there's promise of callbacks, we'll talk to depot, and we'll talk to the route driverOnce, I was given an email to a manager(Efran) however he never respondedOnce, someone took pity on me and my unbelievable time trying to get delivery so they delivered the full Sunday edition which was very niceBut I really truly want the paper as my neighbors just a block down receiveI'm not sure why I've been passed over for 3months. Could the Revdex.com speak with MrArden *** at the Strib & see if we can ensure delivery of the Strib Express? Thank you.*** ***
Initial Business Response /* (1000, 5, 2016/01/12) */
Please see email correspondence below:
Mr***:
Thanks for your responseIt really helps clear up one account and dual delivery period at two addresses
I don't know how you ended up with multiple accounts at the same address
under your name, but what can we do to help you with the continued delivery and billing issueIt looks like you have paid the past due bills for the continued delivery, and we really appreciate itBecause you are a long-time subscriber and have had the issue happen before, we have to believe that you know that you need to call to stop the subscription--especially with the multiple invoices and calls
The impact of stopping every subscription at end date, when the payment might just be a little late in posting or being sent, is huge and we would have more upset customers and it would cause more resource expense
Other than changing this policy, you did not indicate what you wanted as a resolutionYou didn't indicate that you didn't receive the papers you were billed for or that you were gone during this timePlease let me know how this can be resolved to both sides satisfaction and be fair
Sincerely,
Cindy ***
Executive Assistant and
Contract Administrator, Circulation
***
***@startribune.com
*** Minneapolis, MN
From: *** *** mailto:***@fpspayments.com
Sent: Friday, January 08, 12:PM
To: ***, Cindy
Subject: RE: Revdex.com Complaint:
Cindy, I never moved, that's my sons addressI have had your paper for many years now on and off because I been lots of time
down in Florida I am retired
From: ***, Cindy mailto:Cindy.***@startribune.com
Sent: Thursday, January 7, 4:PM
To: ***@fpspayments.com
Cc: ***, Dawn
Subject: Revdex.com Complaint:
Mr***:
I am reviewing your Revdex.com complaint regarding the past due amount of $that you just paid
I have to say that it has been confusing to me, because we have four (4) subscription accounts in your name--all starting at ***, but one moving to ***, Anoka in June There have been several variances in dates to when each account was activeThree of these accounts were sent to collections for non-payment during the last six yearsThere are two accounts that seem to have been active at the same time, but at two addresses and for different subscription typesI'm hoping that you can help clarify and give us some understanding
Account *** (***, ***)
- Active January to April 2009, when it was stopped for non-payment and sent to collections
Account *** (***, *** - moved to ***, Anoka)
- Subscription first started February
- Inactive January to June
- Active July to July
- Inactive July to April
- 4/23/14: 52-week, Sunday only subscription started via Groupon offer
- 6/22/- Move from *** to *** - where delivery stayed until stopped
- 4/26/- Stopped at expire date per customer request in June
Account (***, ***)
- 10/17/11: 7-day subscription started via internet at reduced intro rate
- 11/9/13: Delivery perm stopped for non-payment of last invoice
- February 2014: Sent to collections
- 3/17/14: Paid past due bill
- Inactive November to December
- 12/21/15: Started 7-day print via internet from a digital offer at low introductory rate
- 1/6/- STOP and refund per customer call
Account (***, ***)
- 4-week complimentary sample
- 6/17/14: Started a 7-day print subscription at a reduced EZPAY (credit card autopay)
- 9/15/14: autopay for weeks
- 12/15/14: autopay for weeks - credit card declined - billing change to invoice
- 1/29/15: paid invoice for weeks
- 4/7/15: paid invoice for weeks
- 4/11/15: rate change to full rate, since not on autopay
- 6/21/15: subscription expired
- Invoices sent: 5/31, 7/5, 8/2, 9/(final invoice
- Reminder calls and voicemails on 8/and 8/
- 9/19/15: Perm stopped for non-payment
- December 2015: Sent to collections
- 1/4/16: Customer paid past due amount of $(full rate)
Reviewing the above, it looks like you had two subscriptions going to two different addresses for almost a year:
Acct- Sunday-Only Print subscription
- April - April (Groupon order)
- Moved from Cartway Rd to Pierce St in June
Acct- 7-day print subscription
- June to September
- Started and stayed at Cartway Rd
You were not overbilled for any papers that you received according to our records, because the two subscriptions that were running at the same time were to two separate addressesYou are well aware that billing and delivery do not stop at expire from your many years as a subscriber to the Star TribuneThe amount you paid is the full price for a 13-week, 7-day print subscription and was listed on the invoices that you receivedThe collection agency does not charge you any additional money over what is owed for the debt
Is there any issue with the two different subscriptions going to the different addresses? You have been on several introductory rates over the years, so you might not be aware of our full rate
Before we file a formal answer with the Revdex.com, we want to know if there are any discrepancies that are not showing up in our system regarding your various accounts
Thank you
Cindy ***
Initial Business Response /* (1000, 5, 2015/10/15) */
Dear Ms***:
We are in receipt of your complaint regarding the continued delivery/billing past the expire date and being sent to collectionsWe apologize that you needed to take this to the Revdex.com for resolution
First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscriptionWe provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due dateThis information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers
Upon reviewing your account, we see that you started a 52-week Sunday print subscription on 4/6/at a low introductory rate via a Groupon offerYou received renewal invoices on 3/15/(three weeks prior to the expire date), 4/19/15, 5/17/15, and a final invoice on 7/4/15, when deliver was stopped for non-paymentAll clearly indicated that subscriber needed to call to stop delivery (copies provide upon request)We also called and left a voicemail for you on 5/23/regarding your account being past due and did not hear back from you
Your concerns regarding our marketing practices were passed on to the Marketing Department
As a one-time courtesy, we have written off the past due balance and pulled your account from collections
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction
Sincerely,
Arden ***
Senior Vice President, Circulation
Dear Ms***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscriptionWe apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star
Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications, including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers After reviewing your account, we see the issues relating to delivery at your correct address. All renewal invoices you received clearly stated the above policyI’m very sorry that that your request to stop service was not acted upon when you first requested it As a one-time courtesy, we have written off the past due balance. Thank you for being a Star Tribune subscriber, and we hope you will consider us again in the future Sincerely, Arden *** Senior Vice President, Circulation
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.Thank you to everyone involved who helped resolve my problem!***