Sun-Times Media

I have looked into this customer's complaint and I do see where he was emailing our customer service team and they had asked the customer to call our 800 number so they could talk to him and he would not call us back. I have refunded the last payment of $18.99 back to customer's credit card today.

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

I will follow up with the customer and normally a missed paper needs to be called in before 10 am, if the customer calls after that time frame we credit the account. We typically do not mail out a paper but just this once I will mail the customer the missed paper. I have reviewed this customer's...

account and she has only 1 missed paper this month and she has 2 in December, so I don't see an ongoing problem with her deliveries.

Initial Business Response /* (1000, 5, 2015/05/15) */
Contact Name and Title:[redacted] customer service
Contact Phone: cXXX-XXX-XXXX
Contact Email: [redacted]@suntimes.om
This customer says this was a gift to her from her father but there is not 1 complaint on the account about not getting the...

paper, if she would have called to let us know she was not getting the paper we could have fixed the problem but unfortunately it is too late. I have already zeroed out the balance of $3.00. The only thing I can do is give the customer 1/2 the money her father paid which is $13.00 because he paid $26.00.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I spoke with the subscriber on the phone. I have applied a $2.25 credit to the subscription account, and have escalated this to delivery management, asking to have the proper day's paper delivered (Thursday edition). (Subscriber reports the carrier brought the wrong paper.) We will also mail a Thur....

paper from the Sun-Times office to assure receipt. Subscriber is welcome to call me directly if there are further concerns. [redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Scott I[redacted]

The account was credited for their missed paper if a customer calls after 10 am there is an automatic credit for the newspaper no re-delivery can be processed if a customer is adamant that they want the paper we can try to reschedule the missed paper the next business day but the customer has to...

request it. I don't know if the customer went to purchase a paper at the store it does not state on his complaint but I do see a $4.00 charge on his complaint, is that the credit the customer wants for the missed papers. Please advise.

Initial Business Response /* (1000, 5, 2015/09/16) */
I just became aware of this issue yesterday and reached out to the consumer immediately. We were able to speak on the phone this morning, at which time I was able to determine the source of the emails. I have asked the marketing department to...

discontinue all emails to this email address. I apologize for the inconvenience and delay in getting this resolved.

CST does not have control over the carrier it is our contractor who will have to make the change. I can forward this information over to distribution andthey can let the carrier know that there is a complaint about his delivery and probably give him a warning.

I will mail out a 11/17/16 newspaper today, even though we have credited the customer's account. The customer service agent the customer spoke to is another country and does not have access to the newspaper. I don't believe she paid $5.00 for the paper as in the Chicago area the paper is $2.00. I...

noted her account so all she has to tell the agent to send a message to the main office and we will take care of it

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

I would like to work directly with Mr. [redacted] to resolve the delivery concerns, as I am unable to locate the subscription account in our system. Mr[redacted] is welcome to call me directly at [redacted] Director - Audience Development

I have contacted the distribution center on the customer's complaint and have requested a paper be delivered every day going forward. I will give the customer a courtesy call to make sure he is getting a paper. I will also make sure he gets credit for all the missed papers and give him a 2 week good...

will credit for the inconvenience

the refund in the amount of 18.99 was added back to the credit card ending [redacted] on 03/12/2018. The transaction # is [redacted] the ref trans ID # is [redacted]