The Arizona Republic

Arizona Republic continues to contact me to sell me unwanted print/digital subscriptions. It would be better if they would respect my request to not be contacted but instead they contact me at least once a month and call repeatedly until I answer the phone. I get my news, coupons and circulars from other publishers and do not recommend Arizona Republic

Review: We were long-time AZ Republic subscribers. We ended up getting overcharged for services due to their computer systems carrying a balance due (that we were never told about) for over 2 years. We handled that through our credit card company, but now I am getting random emails thanking me for starting a new subscription, which I verified has not been done. I have no way to stop the emails, I tried both a generic "customerservice" and "info" email address to see if I could get it stopped that way, and they were returned as undelivered. When calling customer service, all I get for reasons is, "it's our computer systems" or "we don't know."Desired Settlement: I want permanently off their mailing list(s), my email flagged for no contact, and I don't want to hear from this company again. At this point, I wouldn't subscribe to their paper if it was FREE. I am beyond frustrated with this company and their apparent inability to control their computer systems.

Business

Response:

[redacted]

The Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

Dear Ms. [redacted],

This letter is in response to your email concerning [redacted] (complaint ID#[redacted]). Please accept our sincerest apologies for the inconveniences and frustrations we have caused Ms. [redacted] with the repetitive marketing emails that she received. We have removed her email, mailing address, and phone number from our customer databases. [redacted], Customer Support Specialist, sent an email to Ms. [redacted] on 7/29/13 to inform her of this resolution, and to let her know if this issue persists please call contact her.

Sincerely,

Administrative Assistant

Gannett Publishing Services

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We cancelled our newspaper subscription on Aug 13, 2013. Our bank account was charged $25.55 on Aug 20, 2013 for another month of service. I called PNI to complain. [redacted], their representative said that the account was closed on the 19th of Aug. and that we would receive a refund of $21.90. The PNI rep could not provide an accurate accounting of the subscription billing.Desired Settlement: Refund of all subscription costs beyond August 13, 2013

Business

Response:

The Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]). Please accept our sincerest apologies for the inconveniences and frustrations we have caused Mr. [redacted] with the subscription issues he has experienced.

[redacted], Customer Support Specialist, was able to contact Mr. [redacted] via email 8/22/2013 regarding his refund. He has already received a refund for $21.80, and will receive two additional refund checks of $5.64 and $2.42 in 7-10 business days. Mr. [redacted] was satisfied with this resolution.

Sincerely,

Administrative Assistant

Gannett Publishing Services

Review: I would appreciate any help you can provide on the subject matter. My note of 11/11/14 explains the situation.

They owe me about $38-39 and refuse to pay up. I cancelled the paper on 10/20/14 after getting nowhere with them.

No one person will accept any responsibility there, They just slough me off to the next person. They claim I had received credit via credit card and that is not true.

If you ever have a problem with an organization and they start out saying, that shouldn't happen so I will correct that situation and then they put you in the "dead file", you can understand what I have dealt with.

Anything you can do to get them "off the dime", would be appreciated. If you intend to do nothing, I would appreciate knowing that too.Desired Settlement: $38-39

Business

Response:

This letter is in response to your letter concerning Mr. [redacted], Complaint ID #[redacted]. Please accept our sincerest apologies for the inconveniences and frustrations Mr. [redacted] has experienced. [redacted], Customer Support Specialist, contacted our Finance department and verified a refund of $21.02 was refunded to Mr. [redacted] card on 10/21/2014. Sara corresponded with Mr. [redacted] through email. Mr. [redacted] states that he has not received that refund and still is requesting a refund of $40.00. Sara requested a refund of $40.00 be issued to Mr. [redacted]. This refund will be issued as a check from our parent company [redacted], and he should receive this in 7-10 business days.If there are any further questions or concerns, Customer Support Specialist [redacted] can be contacted at ###-###-####.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I was a long-time subscriber to your newspaper (> 10+yrs) and recently experienced the worst service

from the Republic's customer representatives for subscriptions and billings. I called to cancel my

subscription on 6/3/15, and have experienced nothing but grief since. Please see the attached copy of

the terms from the "Subscription Statement". it clearly states "Full Access with Mon - Sun from

06/05/ 2015·07/04/2015"

Plain English, I cancelled with an extremely rude representative, [redacted] after repeated questioning

from her on 06/03/201 5 at 0851hrs. But delivery of the paper continued. I then had to call back several

times over the next 2 days until I reached [redacted]( sp?) on 06/05/2015, and got him to con firm the

subscription cancellation on 06/03/20 15. He insisted that the account shows a balance - and would not

acknowledge what the Subscription Statement clearly notes. I explained to him that the monthly

statement that I have been paying on time for 10+ yea rs does NOT show a balance! At least the paper

stopped.

50 now I receive a Past Due notice for 51 9. 19 to add insult to injury. Please see attached .

Considering I am an old newspaper-type guy ([redacted] was a teacher of mine, [redacted],

etc.) I think it's sad that the business has gotten so cutthroat commercially. But I won't tolerate a bunch

of sales dweebs trying to extort payment! And at this point. I consider the Az Republic to be part of the

reason for the poor governance of this state (how about a searchable database that would tally what all

the litigious behavior is costing Arizona' (i.e ., type in *.[redacted], *. [redacted], or *. [redacted], and get the

aggregate 555 broken into cross-referenced categories. Then print those totals instead of the pseudointellectual

rubbish of [redacted] or [redacted]' Their irrational conclusions should have disqualified their

opinions years ago ! Perhaps they could be members of your searchable database I

At any rate - I doubt if I'll ever buy another AZ Republic again.Desired Settlement: Please see above.

Business

Response:

This letter is in response to your email concerning Phil [redacted] (complaint ID #[redacted]). Please accept our sincerest apologies for the inconveniences and frustrations Ms. [redacted] has experienced regarding the cancellation of his subscription.[redacted], Customer Support Specialist, investigated the cancellation and the final invoice Mr. [redacted] received. [redacted] attempted to contact Mr. [redacted] through the phone number we had on his account of [redacted]; unfortunately, every attempted phone call resulted in a busy signal and we were unsuccessful at contacting Mr. Mounier.[redacted] has cleared any and all balance(s) due at the time of cancellation. [redacted] has also forwarded the information Mr. [redacted] provided in his complaint to her supervisor, who in turn, will turn it over to the newsroom as our news team values all comments and opinions.If there are further questions or concerns regarding this complaint, please feel free to contact [redacted] directly at ###-###-####.

Review: SWITCHED BANKS IN AUGUST AND IN SEPT DEDUCTIONS FOR THE PAPER WERE TAKEN OUT OF BOTH BANKS. CALLED SEPT. 10 AND CANCELLED PAPER. AFTER MANY PHONE CALLS MONEY FROM MY BANK IN SEATTLE WAS RETURNED. SEPT 5 $28.52 WAS TAKEN OUT OF MY CHASE ACCOUNT CALLED AND TALKED TO MS. [redacted] ABOUT THE CHARGE, SHE INDICATED NO RECORD COULD BE FOUND EVEN THOUGH I FAXED A COPY OF MY BANK STATEMENT. ON OCT 5 ANOTHER $28.52 WAS DEDUCTED FROM MY CHASE ACCOUNT. CALLED MS [redacted] ON OCT 19 GAVE HER MY CHECKING ACCOUNT INFO AGAIN AND LATER SHE CALLED BACK TO SAY THEY FIGURED OUT WHAT WAS HAPPENING AND I WOULD RECEIVE MY $57.04 IN A COUPLE OF WEEKS. NOV 4 MY BANK STATEMENT INDICATES $30.16 IS TO BE WITH DRAWN FROM MY ACCOUNT. CALLED [redacted] AND NO RESPONSE. WENT TO CHASE BANK AND PAID $30.00 TO BLOCK PAYMENT (GOOD FOR 18 MONTHS). TO RESOLVE THE ISSUE I WANT MY $57.04 REFUNDED AS WELL AS THE $30.00 I SPENT YESTERDAY TO STOP PAYMENT. MS. FELTONS PHONE NUMBER IS ###-###-####Desired Settlement: I WANT MY $57.04 REFUNDED AS WELL AS THE $30.00 I SPENT TO STOP PAYMENT

Review: In February 2015, I called to cancel delivry for a couple of days and have my account credited. When I arrived back the papers had been delivered anyway. Called and was told I would receive credit and they would turn the information of the deliveries being made over to the proper department. I did receive a call from some one named [redacted], last name not sure, my capion call shows Best, however small letters meaning it wasn't clear, his number is ###-###-####. As of today, I have never received my credit have called over and over and asured it's coming,this has been since Feb. Called [redacted] on June 11, 2015, asking for help, by either getting me through to someone in charge of billing that can help or having some in charge contact me. Never heard back, called again on June 18, left [redacted] message, told him I called him a week ago and left him a message, stating what I have just mentioned, he did call back, ( Imissed call), saying he had been on vaction and he only handed deliveries. I called back left message stating your my only contact with authority, I figure he must be supervisor or such since he hs his own direct line. I asked again for someoneto talk to or have someone of authority to call me, as I understand this is not his department, I just want help. As of today, still waiting for response. This complaint is basically about I want my credit and the very poor customer service. Again this started in Feb and this is June, still no credit no assistance. On next page(s), it asked for amount, don't know, just put in number to be able to continue.Desired Settlement: I would like my credit and to have my complaint noted/closed for poor custome service/assistance

Business

Response:

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]). Please accept our sincerest apologies for the inconveniences and frustrations we have caused Mr. [redacted] with the poor customer service that he experienced with his newspaper subscription.[redacted], Customer Support Specialist, researched the credit issue thoroughly and has attempted to contact Mr. [redacted] by the phone and email with no reply. The email sent by [redacted] apologized for the issues and explained that he had been refunded a check issued on 6/18/2015 for $2.77. Due to the length of time it has taken to resolve this issue [redacted] also credited his account for another two full weeks of delivery and provided her direct line for assistance. If there are further questions or concerns regarding this complaint, please feel free to contact [redacted] directly at ###-###-####. Sincerely, [redacted]Administrative AssistantGannett Publishing Services

Review: On Feb 10, 2015 I cancelled my subscription due to chronic accounting errors on the newspapers' part that began in December. I was told it was a computer system error. I understood but chose to cancel my subscription after more than 10 years of service. I paid my balance of $60.16 via credit card over the phone, and was told it would carry my subscription to 3/15/15. Without telling me and without my consent, they charged my credit card for $58.52 and cancelled my subscription. I called them back on Feb 18,2015 to question not getting a paper. I was told my subscription was cancelled back on 2/10/15 and I had a credit of $18.37. They were going to cut me a check and assured me I would have it by March 2, 2015. (nearly 2 weeks later) On March 5, 2015 I called again to follow up and was told the check was never processed. [redacted] assured me that she would escalate the process and have the check cut and mailed immediately. I asked for a courtesy call to let me know it was indeed done. No call ever came, so I called again on 3/6/15 and spoke w/[redacted] who told me that the check had been cut and mailed. I argued w/ him since he could not give me the check # or any other info. As of 3/11/15 I still have not received the refund check of $18.37 and was told today that the check request was not processed until 3/5/15 and the check was to have been cut on 3/10/15 and I should receive it in the next 7-10 business days, which would make it 3/24/15 --which is 6 weeks after cancelling my subscription and fulfilling my obligations.Desired Settlement: I would like my refund of $18.37, but in a much more timely manner than yet another 7-10 business days. In the beginning, I understood that mistakes and computer errors happen, but I have called repeatedly week after week, and have been lied to repeatedly. I would also like a formal written apology from the owner of the newspaper--not a form letter--- so that he/she knows just how poorly his/her business is actually being run. I will never refer anyone to utilize this business.

Business

Response:

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]). Please accept our sincerest apologies for the inconveniences and frustrations we have caused Ms. [redacted] with the poor customer service that she experienced with her newspaper subscription.[redacted], Consumer Solutions Center Supervisor, left a message for Ms. [redacted] on 3/17/2015 regarding the delay with her refund and the poor customer service that she received. A refund check for $18.37 was cut and mailed on 3/11/2015 from our check processing center in [redacted], IN, and depending on the mail service, she should receive it this week. The manner in which her account and calls were handled is being addressed and corrective action taken. [redacted], Consumer Solution Center Performance Manager, sent a letter to Ms. [redacted] on 3/17/2015 to apologize for her experience (see attached). If there are further questions or concerns regarding this complaint, please feel free to contact [redacted] directly at ###-###-####. Sincerely, [redacted]Administrative AssistantGannett Publishing Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have requested that 3 Sunday newspapers be delivered. Approximately half the time I only receive 1. I have contacted the Arizona Republic on multiple occasions to fix this issue but it continues to be a problem.Desired Settlement: I request an apology from upper management, a contact phone number of a person who can fix this problem immediately and for my papers to be delivered as requested.

Business

Response:

This letter is in response to your email concerning [redacted] and [redacted] (complaint ID#[redacted]). Please accept our sincerest apologies for the inconveniences and frustrations we have caused the [redacted]'s with the delivery issues that they experienced.[redacted], Customer Support Specialist, spoke with [redacted] on 1/14/14. They requested to receive 3 papers each on Wednesday and Sundays. There was a carrier change on the route on 1/1/2014 and Mr. [redacted] confirmed that service has been good ever since. Someone from the Distribution area office has already called and followed up with this issue, and provided a cell phone number to call if there a further issues. [redacted] provided her phone number and email address as well for additional assistance at anytime. Sincerely, [redacted]Administrative Assistant Gannett Publishing Services

Review: They MADE me pay for a special Thanksgiving newspaper, ( I did not request it and I have the bill to prove it) that they NEVER delivered even though I called. And then they said it would be delivered by 11:00. They lied and scammed me. I want them discredited and exposed for the liars that they are. They took my money and then did not follow thru on their word. Of course Customer Service is CLOSED - so resolve on my part. Can I file a Fraud charge? How many others in AZ got the same scam???? Let's see $1.50 x ????Desired Settlement: Expose them for the liars that they are.

Business

Response:

This letter is in response to your letter concerning [redacted], Complaint ID #[redacted]. Please accept our sincerest apologies for the inconveniences and frustrations Ms. [redacted] has experienced. [redacted], Supervisor in the Consumer Solutions Center, called and spoke with Ms. [redacted]. She has since received the Thanksgiving Day edition of the paper and she considers this matter to be resolved.If there are any further questions or concerns, Customer Support Specialist [redacted] can be contacted at ###-###-####.

Review: I would like to start that I have contacted the AZ Republic 6 times about this matter and even though they admit they made a mistake, no one seems to correct the problem. My husband had the monthly subscription for Sun and and Wed delivery automatically charging on his credit card. In May 2014 the credit card number was changed by the credit card company due to fraud. When AZ Republic went to charge the monthly fee it was denied due to the CC number being changed. the AZ republic then sent me a bill for payment until Aug 12, 2014. I paid the bill of 24.96 right away. At the end of June I received another bill for additonal payment of 15.09 for paper delivery until Aug 4? Then another bill for 33.48 until Aug 4 again??? We were still receiving the paper and thought I have already paid therm until Aug 12 how can they now send me bills until Aug 4? Made no sense! I finally called them after receiving another bill for 53.49? On Aug 5, I made my first call. I spoke to a rep, she looked at the past billing cycles and said I see where the mistake was made. I need a supervisor to correct it. Someone will call you back. No one ever called me back. On Aug 24 I called back again, The rep again looked at my past invoices. She tells me she sees where the mistake was made but she needs a supervisor to adjust it. Someone will call me back within 24 hours. No one calls me back. On Sept 4 I call again! The rep advises me a Supervisor will call me back today. Nothing! No call! I call back Sept 5, I get a rep who clearly is not in a good mood. She advises me yes ,AZ Republic made a mistake but I still need to pay the $53.49. I advise her I am not paying the 53.49. You cant send out a bill claiming that payment is good until Aug 12 and then change your mind! Well see says then your not getting the paper! I ask to speak to a supervisor. A supervisor named [redacted] comes to the phone and says I see what happened. You don't have to pay the 53.49. You only owe us 22.76 to cover delivery until Oct 5. I repeat to confirm. He tells me delivery will start this Sunday(Sept7) They charge 22.76 on my [redacted]. Sunday and Wednesday comes... No paper! I call back September 11. I speak to a rep named [redacted]. He is very nice. Tells me he knows exactly what happened. He doesn't understand why the problem hasn't been corrected?!? He puts me on hold to speak to his supervisor [redacted]. Comes back and tells me that she will call me back within 2 hours. I ask him how come she just can't come to the phone now? He tells me she can't come and speak to me until she speaks to the Sup [redacted] and all the other reps that I have spoken to?!?!? She needs to get their story first?? I advise him that doesn't make any sense and that she will not call me back. He advises me she is a great supervisor and will help me with this matter. Guess what? 24 hours go by and the great supervisor [redacted] does not call me back!!!!! What a surprise! I call back on Sept 12. Now this to me has turned into a joke. I can not believe a company treats their customers this way. I speak to [redacted]. Who has a great personalilty. He confirms that it is their mistake and says only a supervisor can correct the billing error. He says that Supervisor [redacted] will call me back. I laugh and say I do not believe you! I will wait for him to come to the phone. After waiting a couple of minutes. [redacted] says their is only a balance of 11.20 on the account. He will credit it and I will receive the paper Sunday. He also tries to get an additional payment to cover the paper delivery until Nov 5! I say no! I do not believe him. I need to make sure this matter is corrected before I give anymore money to the AZ Republic. He assures me again that everything has been adjusted and corrected. Sunday comes no paper! Apparently Sup [redacted] credited the amount of 22.76( that was suppose to cover delivery until Oct 5) to the remaining balance which was a mistake! The last time I received the paper was the week of Aug 17. NOT ONE SUPERVISOR HAS EVER CALLED ME BACK ABOUT THIS MATTER! THEY CONTINUALLY LIE TO ME TO GET ME OFF THE PHONE! I have worked in customer service since I was a teenager and if I treated my customers this way I would have been fired. I keep thinking this is some kind of a joke. I was always polite and courteous to the reps. They can never say I was rude to them. I am in shock of how I have been treated!Desired Settlement: I have wasted so much time on the phone and staying home thinking a Supervisor will call me back. First I want a refund of my 22.76 that Sup [redacted] charged on my credit card! I need my account to be credited correctly! When I go online to see my account I do not want to see subscription inactive! They should pay me to receive the paper after all this aggravation!

Business

Response:

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]). Please accept our sincerest apologies for the inconveniences and frustrations we have caused Ms. [redacted] with the poor customer service she experienced with her newspaper subscription.[redacted], Consumer Solutions Center Supervisor, spoke with Ms. [redacted] on 9/24/2014 regarding her experience. The manner in which her calls were handled is being addressed. Additionally,any previous balance owed has been waived, and we appreciate that Ms. [redacted] has decided to resume Wednesday/Sunday service on our 3 for 1 Easy Pay offer. An apology letter has been issued, and Ms. [redacted] has [redacted] direct number if there are further questions or concerns regarding this complaint.

Review: I am listed on the DO CALL LIST, I receive calls all day and all night from AZ Republic paper nonstop. I have contacted their circulation dept. and they state nothing they can do, or will do. I speak with a manager, they stop for a day or two and start over again. Tonight I received 5 calls from a lady named [redacted] from AZ Republic paper. I am being harassed. Please help me!Desired Settlement: I never want to hear from them again!

Business

Response:

This letter is in response to your email concerning [redacted] (complaint ID#[redacted]). Please accept our sincerest apologies for the inconveniences and frustrations we have caused Mr. [redacted] with the repetitive telephone calls that he has received. We regret that this was not completed on his first request. We have removed his telephone number provided in the complaint from all customer databases, so communications should cease immediately. If there are any further concerns regarding this complaint please contact [redacted], Customer Support Specialist, directly at ###-###-####. Sincerely, [redacted]Administrative Assistant Gannett Publishing Services

Review: Signed up for a 3-month subscription of the newspaper. Most of the papers were never delivered. After the 3-months were up, they charged my credit card another $14.16.

I called them and informed them I no longer receive that paper and want a refund. They only credited back $7.94.

The Arizona Republic is very sneaky and constantly makes unfair offers. They want to take money from customers without approval and use FUZZY MATH to calculate payments.Desired Settlement: I called them and demanded a refund for the missing $6.22. I expect them to refund me that amount.

Business

Response:

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]). Please accept our sincerest apologies for the inconveniences and frustrations we have caused Mr. [redacted] with the subscription issues he has experienced.

[redacted], Customer Support Specialist, attempted to contact Mr. [redacted] on 3/5 and 3/6/2014 via phone and email, but has not received a response back. Mr. [redacted] started a Wednesday/Sunday 3 months for 1 price special offer on 11/10/2013. A payment of $12.85 was processed on 11/06/2013, and the 3 for 1 special ended on 02/09/2014. Automatic payments were set up for the 5th of the month, so the next payment of $14.16 was applied to the account 2/03/2014. Mr. [redacted] called to cancel on 2/18/2014. At the time of cancellation, he received a refund of $7.43 plus tax, to equal $7.94. The remainder of the February payment ($6.22) was for newspapers delivered between 2/9/2014 and 2/18/2014. The account had one complaint entered for one missed Sunday edition from 2/16/14.

We regret the aggravation Mr. [redacted] experienced with his subscription. A $6.22 refund check was requested for him, which he should receive in 7-10 business days. If he is in need of further assistance regarding this complaint, please contact [redacted] directly at ###-###-####.

Sincerely,

Administrative Assistant

Gannett Publishing Service

Review: On June 22, 2013 I began taking delivery of the Arizona Republic news which was paid with airline miles. The terms of the delivery length was supposed to be 3-months, which would end on or about September 22, 2013. Even today October 26, 2013 the Arizona Republic continues to leave a newspaper and bill me for newspaper delivery services in US Dollars. I did not agree to an automatically renewing subscription plan. The Arizona Republic claims that it is their policy to continue deliveries and billings regardless of my consent to do so. When I signed up and paid with airline miles I did not agree to an automatically renewing subscription. My position is this: They can set whatever policies they choose, but may not impose their policies on me without my express consent. Doing so is an unethical business practice.Desired Settlement: Please stop sending me newspapers and billing me for newspapers. I did not order them and I did not agree to receive them beyond the subscription period.

Business

Response:

The Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

This letter is in response to your email concerning [redacted] (complaint ID#[redacted]). Please accept our sincerest apologies for the inconveniences and frustrations we have caused Mr. [redacted] with the issue of a balance due on his account.

The $19.59 balance was for newspapers delivered from 9/22/13-11/6/13 as part of our grace period policy. This policy allows customers uninterrupted service when payments do not reach us prior to their due date. A telephone call to our Customer Service department will stop delivery if a customer does not wish to receive delivery beyond their expiration date. We have this policy to avoid interruption of delivery service to our customers.

We truly regret that our grace period policy has caused further aggravation to Mr. [redacted]. We have verified that the $19.59 balance on his account has been cleared, and he owes nothing to The Arizona Republic. Sara Cheney, Customer Support Specialist, left a voicemail for Mr. [redacted] on 11/6/13 to inform him of this resolution, and an apology letter was issued to him confirming that the balance has been removed.

Sincerely,

Administrative Assistant

Gannett Publishing Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: December 20. 2013

Revdex.com 4428 N 12 Street Phoenix. Arizona 85014

Gentlemen:

On August 28, 2013,1 sent a check for S26.50 to the Arizona Republic to start the paper on September 16. 2013 at my Scottsdale. Unfortunately, they started it in right away, thus throwing papers to a vacate house.

My neighbors called me in Prescotl after a week or so of this activity. We complained to the newspaper and they stopped the delivery.

We received a refund check for SI9.20. We can only speculate that the S7.30 is an advertising charge for letting public knows our house was vacant. This was especially annoying since a new home was being built across the street.

We send the check back to the Arizona Republic on October 15. We have not heard from them.

Had they not removed "Costumer Service" from business operation, they might have mitigated some of the 149 complaints to your organization along with the circulation loss oi' 176,000 under Gannett's ownership.

Thank you for considering this problem.

Respectfully, [redacted] ###-###-####

Business

Response:

The Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]). Please accept our sincerest apologies for the inconveniences and frustrations

we have caused Mr. [redacted] with the subscription issues he has experienced.

[redacted], Customer Support Specialist, left a voicemail message for Mr. [redacted] on 1/2/2014 regarding his refund. He will receive a refund check $7.30 in 7-10 business days. If further assistance with his subscription is needed, please contact [redacted] directly at ###-###-####.

Sincerely,

Administrative Assistant

Gannett Publishing Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We are refilling complaint [redacted] against the Arizona Republic. To day we have received a check from them totaling $7.30. They owe us $26.00

Thank you for your help in this matter

Business

Response:

The Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]). Please accept our sincerest apologies for any frustrations Mr. [redacted] has experienced.

[redacted] Cheney, Customer Support Specialist, spoke with Mr. [redacted] on 5/21/2014 regarding his refund. Our records show

that a subscription payment of $26.50 was received on 8/27/2013. A refund check of $19.20 ($18 plus tax) was issued to Mr. [redacted] on 9/13/2013, and a refund check for $7.30 was issued to him on 1/4/2014. This is a total refund of $26.50, which balances with the payment made in August 2013.

Since Mr. [redacted] was issued a full refund we considered his original complaint earlier this year resolved. Due to any continued inconvenience Mr. [redacted] has experienced, an additional refund of $18.70 has been issued and should be received in within 10 business days. If further

assistance regarding this matter is needed, please contact [redacted] directly at ###-###-####.

Sincerely,

Review: In January, 2016, I cancelled my services with the Arizona Republic. My delivery driver was terrible and I had to call monthly, if not even twice a month, about papers that were not delivered. One day, my husband was waiting for them on the front porch and they drove right by him. They looked him right in the eye and kept driving! He called AZ Republic immediately and hoping that they would call them and turn them right around, they never showed! When I cancelled the paper, I was issued on January 7th a refund for $15.11. I was told that due to the missing paper complaints, that I would receive an extra 3 weeks of the paper for free instead of getting a refund for the complaints. I never received a paper after that. I wasn't too concerned about the missing papers because I was completely done with them., until I started receiving bills from AZ Republic. Again, I owe them nothing, they still owe me the missing papers. Why would I get a refund if I owe them? I wrote them a letter explaining the situation and that if I was further contacted I would contact the Revdex.com and Attorney General's office to file a complaint on fraudulent billing. I then received an urgent letter from them stating that my payment is past due! The letter does not state a balance at all! They want me to blindly put on the form my credit card information so that they can rob me blind! I don't think so! They also have my last name spelled wrong, which I have attempted to have them correct numerous times. They have it as [redacted] instead of [redacted]. They have been sending me multiple emails per week. I have asked them to stop this as well.Desired Settlement: I want them to correct their records. Stop harassing me with phone calls, emails and demanding letters. I want in writing from them that nothing is due and that they have corrected their system.

Business

Response:

This letter is in response to your letter concerning Ms. [redacted], Complaint # 11307801. Please accept our sincerest apologies for the inconveniences and frustrations that Ms. [redacted] experienced with her service and cancellation of her subscription. Mary Y[redacted], Customer Support Specialist researched the history on her account and was able to credit and clear the $9.43 that was on her account. The balance was cleared and Ms. [redacted] should not receive any further communication from our collections department. Mary Y[redacted] has also placed Ms. [redacted] on the Do Not Contact Registry so that we do not contact her for any matter in the future. Per requested, Mary Y[redacted] has sent Ms. [redacted] a letter through Ms. [redacted]’s email and through United States Postal Service confirming that the balance has been cleared. In the event Ms. [redacted] has further questions or concerns Mary Y[redacted] has provided her with her phone number [redacted] and email [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I received a renewal notice from the Arizona Republic for newspaper delivery, the cost had increased to over $400 per year so I decided not to renew my subscription. The Arizona Republic continued to deliver the paper after my subscription ended, I called the Arizona Republic to let them know that I was not going to renew my subscription and to stop delivery. They continued to deliver the newspaper for several weeks and then sent me an invoice for $69.12. Customer service representatives called several time stating that they could resolve the balance if I signed up for service. I informed several customer service representativs that I was not going to renew my service and that I did not authorize delivery of the newspaper past the date that my account expired. I received another invoice stating that I had 15 days to notify them that I though the invoice was invalid so I sent them an email with the invoice attached stating that I thought the invoice was invalid. I just received an email back stating that the invoice was valid and that they continue to deliver the newspaper 2-months after subscribers accounts expire. I have tried to resolve the issue with the Arizona Republic; however it seems like they continue to deliver newspapers after a scribes account expires to creat a balance in order to use the balance as a bargeing tool to get subscribers to renew thir subscriptions.Desired Settlement: Void out the entire balance, provide a letter stating that no balance is due and guarntee that the account will not go to any collection agency.

Business

Response:

This letter is in response to your letter concerning Mr. [redacted], Complaint # [redacted]. Please accept our sincerest apologies for the inconveniences and frustrations that Mr. [redacted] experienced with his newpaper subscription. According to our system records, the $69.12 balance was for newspapers delivered from 10/29/2014 to 1/8/2015 part of our grace period policy. This policy allows customers uninterrupted service when payments do not reach us prior to their due date. The information is disclosed on our website and every customer’s invoice. A telephone call, email and/or letter to our Customer Service Department will stop delivery if a customer does not wish to receive delivery beyond their payment due date. We have this policy to avoid interruption of delivery service to our customers. After researching the history of the account, it appears that Mr. [redacted] had received a renewal increase rate and did not want to renew his subscription.Unfortunately, there is no record on his account showing a call to cancel was received, so delivery service was not stopped. We truly regret that our grace period policy has caused further aggravation to Mr. [redacted]. We have verified that the $69.12 balance on his account has been cleared, and he owes nothing to The Arizona Republic. [redacted], Customer Support Specialist, attempted to call Mr. [redacted] on 3/30/2015 but there was no option to leave a voicemail. She also sent an email to inform him of this resolution, and an apology letter is being issued to confirm that the balance has been removed.If you have any further questions or concerns about this complaint, please contact [redacted] directly at ###-###-####. Sincerely,[redacted]Administrative AssistantGannett Publishing Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Paid in advance for 13-weeks of newspaper delivery. I moved to another state before the end of the 13-weeks. I did not order more than that. Now the Arizona Republic keeps sending me a bill for more papers that I never received nor did I order.Desired Settlement: Refund all of the money I already paid for my inconvenience AND you and stop sending me bills.

Business

Response:

This letter is in response to your email concerning [redacted] (complaint ID#[redacted]). Please accept our sincerest apologies for the inconveniences and frustrations Mr. [redacted] experienced with cancellation and subsequent billing for her newspaper subscription. [redacted], Customer Support Specialist, attempted to contact Mr. [redacted] by telephone twice and email once. [redacted] did not receive any response from Mr. [redacted] has sent a final email detailing that the disputed amount of $44.15 has been cleared from the account and included a letter of apology. [redacted] could not ascertain whether the aforementioned actions will satisfy this complaint with Mr. [redacted] as she has not received any communication. From the complaint resolution section it appears that Mr. [redacted] was only disputing that balance due; as this was cleared and a letter sent regarding the removal of the balance due the disputed amount has been satisfied.

Review: I received a letter that stated "We are unable to obtain authorization for your monthly subscription payment." I had called on 8/23 and was offered a Wed & Sun subscription for $12 + tax. When I called on 12/31 about the letter, I was told that they had been unable to bill the monthly amount to my credit card and that I owed for 10/20 through 12/31. I then paid $32.83 with my credit card to bring the account current. I was then told that to continue the service, the rate would increase to $14/month, which is more than to buy the papers off the newsstand (the stated reason was that it included digital access), so I told him to cancel the delivery because I don't need digital access and I didn't want to pay more than the newsstand price for delivery. He canceled, then said that once it was canceled the system was offering me a special of three months of the Wed & Sun paper for a total of $15.02 for all three months. I then gave him my credit card information again to take advantage of that offer, which he said would give me the two papers/week through March. Both of these credit card payments cleared my bank on 1/2/15.

Today, Sunday, Jan 4, I did not get my paper. I called ###-###-#### and spoke with [redacted], who told me that his system was showing only that I had canceled the service. I explained to him that I had already paid (and it had already cleared my bank) to continue the Wed & Sun paper delivery for three more months for a total of $15.02. He said that his system didn't show that I had renewed and he kept asking for my credit card information again in order to restart the service (which I had already given on 12/31 and which had already been paid) and told me he could not get the subscription restarted without me giving him my credit card info, even though it had already been paid. I asked to speak to his supervisor and [redacted] came on the line. She refused to give me her last name. She was also extremely unprofessional and was very rude and hostile, claiming that their system had canceled my service and that, even though she could see that I had already paid for the next three months in advance, she could not get me a paper until I gave her my credit card number again. She acted like I was being uncooperative and unreasonable, even when I pointed out that this was an internal problem, not my problem. I had been offered a service for three months for $15.02 and I had paid it--four days ago--and that my payment to them had cleared my bank two days ago. She all but refused to admit that there was anything wrong from their end at all, just kept saying that the system had canceled and would not start up again without me giving her my credit card number again. I asked to speak to her supervisor and she told me he was unavailable, but that his name is [redacted] and she could "put me through to his voicemail." I told her that I wanted her to get me a paper as soon as possible while they solved their internal problem and she said she could request that the carrier bring me one but she couldn't guarantee that they would do it because the system showed that I had canceled, but did not show that I had paid to continue it on the special (even though she told me also that she could see that I had paid to continue it, which was a contradiction of her telling me that it was NOT showing up in the system). All through this, she was extremely impatient with me and argumentative, often talking over my comments and being very pushy and demanding that I was being a problem because all I needed to do was give her my credit card information again, even though I kept telling her that I had already given that information to the rep on 12/31 when I paid the outstanding amount, then canceled, then was offered a new special, then paid it.

I have done business with the Arizona Republic for over 30 years and only recently have they started hiring these people who don't have any respect for customers or know anything about customer service. She was very rude and unapologetic for a clearly serious internal problem, demanding about getting my credit card information, which should not be necessary because I had paid for the three months in advance already when it was offered to me on 12/31, and she refused to tell me that she would make sure I got a paper--which I had already paid for--today. This kind of harassment for my credit card--which had already been provided to them and charged already for paper delivery that they are refusing to provide due to some sort of internal error--is inexcusable in a reputable company. I am appalled that they would do something illegal--failing to provide what they have been paid to provide--and be rude to me about it as well.

Since I have already paid what was requestedDesired Settlement: I want a paper today, as I paid for that paper and all the Wednesday and Sunday papers for the next three months with my credit card four days ago, and according to my bank the charge cleared two days ago. I should not have to give them my credit card number again, especially given some of the other [redacted] complaints filed against them for charging credit cards without approval. They are refusing to honor what they offered me and what I paid for. Nothing more needs to be done other than for them to bring me my paid-for paper today and every day for the next three months without me having to give them anything else.

Business

Response:

This letter is in response to your letter concerning Ms. [redacted], Complaint ID #[redacted]. Please accept our sincerest apologies for the inconveniences and frustrations Ms. [redacted] has experienced. Ms. [redacted] called the Circulation department to cancel her subscription on 12/31/2014. At this time, she paid her past due balance of $32.83 and was offered a three months for the price of one promotion. She accepted this offer and paid $15.02 for that promotional offer. This promotion was to start on 01/04/2015. Due to a system error, her subscription account was inactivated that same day, 12/31/2014, and her payment remained on the account and was not refunded. When Ms. [redacted] did not receive her first paper on 01/04/2015, she called the Circulation department to find out her account had been cancelled. Circulation needed her credit card number to set her back up on the three months for the price of one promotion but Ms. [redacted] did not feel she had to provide it again. [redacted], Customer Support Specialist, reinstated Ms. [redacted] promotion and delivery started on 01/07/2015. [redacted] had requested with the field to have the previous Sunday's edition delivered with her first delivery on Wednesday, per Ms. [redacted] request. [redacted] communicated with Ms. [redacted] via email and the issue has been resolved. Ms. [redacted] promotion will end after the delivery on 04/05/2015.If there are any further questions or concerns, Customer Support Specialist [redacted] can be contacted at ###-###-####.

Review: I had made multiple cancellation attempts with the AZ republic about six months ago due to increased prices. After two contacts and still a failture to cancellation my subscription as requested, I ended up placing the account on hold through my online subscription profile. I still continued to receive bills though for newspapers I did not receive. I called The AZ republic customer service a few weeks ago regarding a bill I have gotten for 2 months of newspapers I have not gotten two weeks ago. Az republic has been trying to collect $28 for papers I have not received. My last contact with customer service I was told I would receive a follow up callback regarding the issue within 3 business days. That never happened, but I received another newspaper invoice. This issue needs to be resolved.Desired Settlement: Please follow up with me once this account adjustment has been finally completed. [redacted]

Business

Response:

This letter is in response to your letter concerning Mr. [redacted], Complaint ID#: [redacted]. Please accept our sincerest apologies for the inconveniences and frustrations that Mr.[redacted] has experienced. [redacted], Circulation Support Specialist, contacted Mr. [redacted] after researching and located recordings of Mr. [redacted] initial call on February 18, 2015. Mary [redacted] removed any and all balance due from February 18, 2015 through to 5/15/2015 when the subscription actually cancelled. After clearing all balances [redacted] called and spoke with Mr. [redacted] to apologize and let him know that his account balance was cleared and no balance would be due. Mr. [redacted] is satisfied with the measures taken to resolve this issue.