The Arizona Republic

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.

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 received a letter from the Arizona Republic announcing a price increase. I called to discontinue the paper due to the increase and they said that they would give me 2 free months and lower my weekly price to $27.52 per month versus over $44.00 per month if I would stay as a subscriber. The free months should have been October and November of this year (2015).

I then received a statement in the mail for over $40.00 (regular cost) sometime in either late October or November. I called customer service to try to straighten out. They confirmed the promotion of two months free and said I was paid up through the end of November.

Then the week ending just before Thanksgiving they stopped delivering the paper. I called and they claimed it was some sort of systems problem At that time I had to go through the entire previous conversation I had with them on the phone. They said they would restart the paper on Wednesday November 25 and they apologized for the mistakes. The paper was not restarted on that Wednesday nor Thursday so I called back the day after Thanksgiving and had to go through the entire process again. They said they would start the paper immediately - that didn't happen - They didn't get it started until Monday November 30. Again I spoke with them and spoke with a supervisor and they said they would give me credit for non delivery - but again I had to go through all of the previous conversations and promotion given to me etc.

I gave them a credit card number to automatically charge the $27.52 per month.

I received another statement/invoice - so I called again - spoke with a customer representative and they had no record of having a credit card. Now they said I owed for November/December and moving forward for 12/28/15 through 1/27/16. So I asked to speak with a supervisor - he said he couldn't help me because he needed to review the records and they would call me back in 24 to 48 hours. These people are horrible at customer service!!!!Desired Settlement: They need to get my account straightened out. Correct their mistakes and honor the promotion and monthly price moving forward and card my credit card each month with the correct amount. They need to figure out how to better handle pricing / billing / and access previous conversations and commitments.

I can understand why this newspaper is ranked poorly in the US for quality and amount of news coverage. If my wife didn't want this paper I would discontinue - but my wife wants local news - even what little they provide.

Business

Response:

This letter is in response to your email concerning [redacted] (complaint #[redacted] Please accept our sincerest apologies for the inconveniences and frustrations Mr. [redacted] experienced with his newspaper subscription. Mary Y[redacted] Circulation Support Specialist, was able to contact Mr. [redacted] and discussed the service and billing issues at length. Mr. [redacted] was given credit through to February 2016 and placed on automatic payment to commence at that time for the $27.50 monthly rate plus tax per requested. Mr. E[redacted] has Mary Ya[redacted] direct telephone number and email if there are any future requests or concerns. Mr. [redacted] was satisfied with the resolution to this matter.

Review: I've previously filed a complaint with the Revdex.com and also written, faxed and verbally requested that The Arizona Republic cease and desist all communications by phone to [redacted] and [redacted], email to [redacted] and [redacted] and by mail to [redacted]. As of today we continue to receive email solicitation from [redacted]Desired Settlement: Any additional emails, calls or direct mail will result in legal action being immediately filed.

Business

Response:

Mr. [redacted] is a previous employee and asked to be removed from receiving a subscription. On the day of separation from the company, Mr. [redacted]'s known information was removed from all points of contact. I added the following information to be removed from our systems and placed on our internal do not call registry. Email address in question [redacted]) and [redacted]) Also included was to have direct mail removed from solicitation from his delivery address [redacted], and phone number on file [redacted]. Above information was also sent to our IT department to validate information in question was removed. Can we please have any future questions sent to [redacted] in our HR Department. Thank you for your time, [redacted], Customer Support Manager.

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,

I HAVE BEEN TRYING TO RESOLVE ISSUES WITH THE AZ REPUBLIC NEWSPAPER FOR OVER 2 YEARS NOW. INVOLVING MISSING PAPERS, IT SEEMS THAT I AND MY NEIGHBORS LIVE ON THE FINAL BLOCK FOR THE DELIVERY AND IF HE IS SHORT OF PAPERS WE DO NOT GET ONE.

I WOULD CALL AND COMPLAIN BUT THE PROBLAM DOES NOT SEEM TO GO AWAY IT REOCCURS EVERY COUPLE OF MONTHS. I GO OUT AND BUY A PAPER AFTER MAKING A COMPLAINT TO THEM AND I HAVE TO DEDUCT THE COST FROM MY BILL WHICH THEY NEVER DO EVEN THOUGH THEY TELL YOU THEY ARE GOING TO DEDUCT THE MISSING PAPER. THEY ALEO TELL YOU WHEN YOU GO ON VACATION THEY WILL DEDUCT FOR THE TIME YOU ARE GONE AND THE PAPER IS NOT THROWN BUT THEY TURN AROUND AND CHARGE YOU ANYWAY.

LAST YEAR THEY RAISED MY PAPER TO $48.00 A MONTH . I CALLED AND COMPLAINED I PAID THE HIGHER RATE A COUPLE OF MONTHS THEN THEY LOWERED IT TO $28.00.

THEY NEVER TELL YOU THEY ARE RAISING YOUR RATE THEY JUST DO IT WITH NO EXPLENATION OR ANYTHING. THEY WANT YOU TO HAVE AUTOMATIC PAYMENT SO THEY CAN RAISE IT AND PEOPLE DO NOT NOTICE THE INCREASE.

I have been receiving Saturday Ads for years. Starting in March 2013, I've sent 5 emails and called twice asking them to stop throwing them on my driveway. Everytime, they tell me it will stop within two weeks. It's been six months and contacting AZ Rep does not do anything. I hope contacting the Revdex.com will help. I have saved all my emails if you need them.

Review: Am attempting to cancel my newspaper subscription from the Arizona Republic. Was informed through chat that it is only possible by calling one of the two customer service numbers. Tried the first, a local Phoenix number, only silence. Waited for 20 seconds or so for a voice but only silence. Called again and was presented options like subscriptions, cancellations, etc. Selected "cancellations" and my call was immediately dropped. Called again, only silence. Called the other customer service number and it worked, but I was on hold for over an hour, and I never ended up speaking with a human. Tried calling again, dropped immediately after selecting cancellation option. Now I call and it's just a busy signal. This is on late Monday morning, not a holiday, so the customer service center is open according to website and any literature. So, it is currently impossible for me to cancel my subscription that I neither need nor want. This is a problem.Desired Settlement: Cancel my subscription

Business

Response:

This letter is in response to your email concerning [redacted] complaint #[redacted] Please accept our sincerest apologies for the inconveniences and frustrations Mr. [redacted] experienced with cancelling his subscription. Mary Y[redacted] Customer Support Specialist was able to contact Mr. [redacted]. His subscription was cancelled and a refund for the full amount of the initial payment was processed. Mr. [redacted] was satisfied with this resolution and no further contact regarding this issue is needed.

Review: We would like to process a formal complaint against Arizona Republic. Due to our return to Canada next month, and the length of your process to seek a refund from Arizona Republic, we just want to ensure that a formal complaint is on record. Since our last contact with you, we have 2 emails from Arizona Republic, which I attach below. As of this date, Arizona Republic refuses to refund our [redacted] for the $45.15, and WE HAVE NEVER RECEIVED A CHEQUE in the mail. What reputable company, in this day and age, sends cheques in the mail - they always get stolen, or lost in the mail, or whatever - a terrible way to do business.Desired Settlement: If there is a way you could get them to refund our [redacted], that would be great, but we are more interested in having their un-businesslike policy of not refunding our [redacted] placed on record, and not receiving the cheque in the mail.

Business

Response:

This letter is in response to your letter concerning Ms. [redacted] Lewis, Complaint ID#: 10458006. Please accept our sincerest apologies for the inconveniences and frustrations that Ms. [redacted] experienced.[redacted], Circulation Support Specialist, has followed up with [redacted] by telephone and email.Upon receiving this complaint [redacted] researched the trail of the refund and as of Thursday, February 19, 2015 it was discovered that refund was still pending in the accounting system. At that time a supervisor within the accounting department immediately resubmitted the refund. [redacted] then informed Ms. [redacted] on Monday, February 23 that she would be receiving the refund as originally requested back to the credit card on which it was drawn. [redacted] received an email from Ms. [redacted] on Tuesday, February 24, 2015 to inform us that the refund had gone through onto her card and she would notify the [redacted] that the issue was resolved.

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: AGAIN FOR THE 3RD TIME, THEY TOOK MY MONEY TOO SOON FROM MY CHECKING ACCOUNT, TAKEN ATLEAST 2 WEEKS EARLY. THIS HAPPENED THE FIRST TIME OCT 2014, THEN AGAIN DEC 2014 AND NOW FEB 2015. I HAVE CONTACTED THEM VIA E-MAIL AND CANCELLED MY SUBSCRIPTION IMMEDIATELY.THEY ALWAYS APOLOGIZE BUT THEY KEEP DOING IT. THEY ARE CHEATERS.Desired Settlement: REFUND MY MONEY IMMEDIATELY.....AND INCLUDE $50.00 INCONVENIENCE FEE

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.Mr. [redacted] started a 3 for 1 promotional subscription on 9/28/2014 to be paid through to 12/27/2014 and was placed on a 5th of the month Easy Pay draw. 1 payment was made at that time for $28.27 (included tax). The main contention was the monthly auto payment occurred earlier than the end of the 3 for 1 promotion and that the original call regarding this issue was an agent's promise to refund back to the subscribers credit car;, 1 free month; and, another promotional 3 for 1 offer. Instead of the refund going to the Credit Card on account it was refunded as a check and was charged twice more.[redacted] Circulation Support Specialist, has followed up with [redacted] by phone. The subscriber requested all of January and February payments be refunded in full as they were promised a free month plus a 2nd 3 for 1 without another payment being drawn from the credit card on account. A partial refund for February's payment was refunded upon cancellation on 2/11/2015 has been processed. A refund for the remaining balance from February and January has been requested. These actions resolve the complaint to the satisfaction of [redacted] is happy with this resolution.

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.I would also like to encourage the Arizona Republic to understand, their salesman who came to my door to offer this deal did not state that I was signing for automatic payments out of my account, and since my subscription was good thru the 27th of the month, why they took it out on the 5th (before the 27th not after) was upsetting. Their salesman can attest to the fact that I could not read his form and could not even sign it without my reading glasses and to write him the check. I only saw, with my glasses on, where to sign the little pink piece of paper. That is my lesson learned here, NEVER TRUST ANYONE'S WORD. I share some responsibility in this in trusting that young man and not being able to read the entire front and back of that little pink piece of paper, he never said I was signing up for automatic payments, after all I gave him a check. Also, the number of times I called to report the other (2), same problems, early removal of my money and newspaper staff saying "oops your the third person to call with this problem", only verifies that I am not alone in this kind of mess.

Regards,

Review: In February of 2014, I sent in a payment of $12 for a month of service of the Arizona Republic. I had specified that I only wanted to receive service for the month. After the month of service, they continued to deliver the paper. On June 22 I received a letter stating that I owed them $29.90. I did not understand why I was getting charged this amount since I had recently just payed for another month of service. I called to verify this charge and I was told that I was being charged for service for March, April, and May. I had not requested continuation of services, I had only requested service for a month. I requested that my service be discontinued immediately and that I no longer wished to received their news paper anymore. The person I talked to said that they would credit my account for the $12 payment that had just been received by them and that I would be receiving a final bill shortly in the mail. On August 21 I received another letter from Arizona Republic that I was going to be sent to collections for the amount of $21.74. I was told that I was going to be credited for the payment that I sent back in June. Instead I receive a collection attempt letter.Desired Settlement: I did not request service for March, April, and May. I wish to have my account cleared of the charges for a service I did not request.

Business

Response:

This letter is in response to your letter concerning [redacted] (complaint # [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 newspaper subscription account.Mr. [redacted] started a subscription through a direct mail piece on 2/16/14 for Wednesday/Sunday delivery and sent a $12.00 check with the order. The account was set up on a billing rate offer of $14.00 per month, so this payment paid until 3/9/14. Delivery continued until a call was received to cancel on 5/13/14. The account had a balance owed of $29.90 for the continued deliveries 3/10/14 – 5/13/14. Mr. [redacted] started another subscription through a direct mail piece on 6/22/14 for Wednesday/Sunday delivery and sent a $12.00 check with the order. Theaccount was set up on a billing rate offer of $14.00 per month, so this payment paid until 7/13/14. Delivery continued until a call was received to cancel on 6/28/14. With the $12.00 payment from 6/22/14 and the previous $29.90 negative balance, the account still had a balance of $21.74. Mr. [redacted] started another subscription through a direct mail piece on 8/10/14 for Wednesday/Sunday delivery and sent in a $14.00 check with the order. The account was set up on a billing rate offer of $14.00 per month, so this payment paid until 9/9/14. This offer is still active on the account.Deliveries continued on Mr. [redacted]’s account each time per our grace period policy. Unfortunately, other than the calls on 5/13/14 and 6/28/14, there is no record of Mr. [redacted] requesting to stop the subscription. The grace 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. Mr. [redacted] states he was told the previous $12.00 payment he made would be credited to him. The $12.00 was credited to his account on 8/26/14, which changes the expiration date to 10/12/14, and the previous balance has been removed. [redacted], Customer Support Specialist, attempted to call Mr. [redacted] on 8/26/14 regarding this issue, but there was no answer. She sent an email to him with the resolution, informing him that the balance has been removed, and his current account was credit for $12.00. A letter informing him of the resolution has been issued via U.S. mail as well. If he is in need of further assistance regarding his subscription, please contact [redacted] directly at ###-###-####.

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 subscribed Arizona Republic for 3 months at the end of 2014 using my airline mileages because they are about to expire and I had to do something to keep my mileage account active. It was a very easy step to do a subscription. All I have to provide is my basic info and my mileages (no credit card required). There is no terms telling me the subscription will be renewed automatically after 3 months. However, after more than 3 month until I got a call from Arizona Republic saying I have a bill to pay, then I realized they renewed the subscription automatically without my permission!!! After that, I have to call twice in order to get the subscription cancelled. Occasionally, they still do the delivery. Now they are sending me a bill to collect payment of $29.70. I called the customer service and was trying to dispute the unreasonable debt. The customer service is horrible. The lady in customer service firstly wants me to call the airline and are trying to kick me back and forth between airline and Arizona Republic and doesn't help to solve the issue. Then she wants me to mail the customer service for disputing instead of calling without telling me why to do so. I've subscribed magazines using my airline mileages for multiple times. I had great experiences with those magazine providers. Usually when the subscription was getting close to end, the magazine company will send me an mail. If I want to renew, I need to pay them for the renew. The customer service of Arizona Republic won't help to solve the issue. So I had to contact Revdex.com.Desired Settlement: Clear the balance in my account and stop my subscription.

Review: I called on 10/31/14 to cancel my paper effective that day, because I had numerous problems with my service. I was told they would stop service, and credit me for any amount paid but not used. On 11/1 and 11/2, I continued to get the paper. On 11/3, I received an email that I had requested to cancel service. On 11/5, no paper was delivered, but an authorization appeared on my checking account of $14.61. I called them, and was told by [redacted] that my service was canceled effective 11/9/14. I told her it was canceled 10/31, which she could verify by pulling my phone call. She then asked if I had continued to receive the paper. I told her it had been delivered Sat and Sun, but what did that have to do with the fact that service had been canceled on 10/31. We went round and round, but finally, she said she would pull the phone record. On 11/6, I received a call from their sales dept, asking me to restart delivery. I explained my story, and told her that I DID NOT want to continue delivery. On 11/7, the paper was again delivered, and the $14.61 charge hit my account. I called my bank to dispute the charge.

I need your help. I feel as though I have entered the Twighlight Zone. How can it be so hard to cancel my service, and how do I make them stop delivering the paper? Do they think they can keep delivering it, and I will be obligated to pay for months and months? Please make it stop, and please have them refund me for the prepaid service that should have stopped on 10/31/14.Desired Settlement: Correct their records to show that my service was stopped on 10/31. Refund me for the prepaid service overpaid from 11/1/14. Stop delivering the paper. Stop charging me. Send me a letter apologizing for their hideous behavior.

Business

Response:

This letter is in response to your complaint regarding the two charges to your credit card after cancelling your subscription account. Please accept our sincerest apologies for the inconveniences and frustrations we have caused to you.

Mr. [redacted] subscription account is showing as cancelled in our system. A refund of $24.39 plus applicable tax was refunded back to Mr. [redacted] credit card on 11/09/2014 and his subscription account is now showing as being cancelled on 10/31/2014.

[redacted], Customer Support Specialist, corresponded with Mr. [redacted] through email and he confirmed that he did receive his refund.

If there are further questions or concerns, please feel free to contact [redacted] directly at ###-###-####.

This review has to deal directly with the distribution of this newspaper's advertising circular called Yes! Your Essential Shopper. I have been trying for months to get them to stop throwing the unwanted flyer onto my property. I have contacted them multiple times and the Revdex.com twice. It is still littering my driveway. I consider this, among other issues, a safety issue in that, if it is not quickly put in the trash, it is just a flag to criminals that the home is vacant or unoccupied. It is also an ecological issue it that it just adds to the landfill for those who do drop it directly in the trash without opening it.
If you also want to try to get the newspaper to stop littering your property with their unwanted advertising circular, contact info is below.
[redacted] - Circulation Dept.

[redacted] - [redacted] Circulation Specialist

Review: Have attempted to terminate my subscription to the AZ. Central Republic Newspaper. I can not get a hold of them either via customer service website or via phone.Desired Settlement: I wish for them to terminate my subscription and call me to speak about this experience.

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 Ms. S[redacted] experienced with customer service. Mary Y[redacted] Customer Support Specialist, spoke with Ms. [redacted] on 12/30/2015 regarding her complaint. Ms. [redacted] expressed her concerns regarding the phone lines, agents and online services. Due to the inconveniences and frustrations Ms. [redacted] experienced Mary issued the full refund of her last payment in the amount of $40.44. Per Ms. [redacted] request the account has been closed and all banking information removed at the time of cancellation. Ms. [redacted] is satisfied with this resolution, and may contact Mary directly at ([redacted] if she is in need of further assistance.

Review: Delivery of paper after it was canceled over a year ago ,delivering paper and charging my credit card without my knowledge ,not once but twice.Desired Settlement: stop paper and charge.

Business

Response:

This letter is in response to your complaint regarding the two charges to your credit card after cancelling your subscription account. Please accept our sincerest apologies for the inconveniences and frustrations we have caused to you. [redacted], Customer Support Specialist, contacted our Finance department to research these two payments. Finance found that both payments were made on our website, www.[redacted].com. The first payment was $30.00 and was made on 03/28/2014. When this payment was received, an account was opened with this payment to receive 7-day home delivery. Delivery continued through 04/03/2014 when Customer Service received a call to cancel. The account then cancelled with a refund of $27.58 plus tax. The second payment was also $30.00 and was made on 09/27/2014. When this payment was received, an account was opened for 7-day home delivery and delivery continued through 09/30/2014 when Customer Service received a call to cancel. The account then cancelled with a refund of $24.01 plus tax.[redacted] contacted Mr. [redacted] by email and received a response from him notifying us his wife was going to check with their bank about this. [redacted] sent a follow up email to see if anything else was needed and she has not gotten a response.If there are further questions or concerns, please feel free to contact [redacted] directly at ###-###-####.

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.

I have received a refund from the Arizona Republic newspaper,and an assurance the account will not be billed again

and the paper will not be delivered to me. and I am satisfied my complaint is finished.

Review: In September, 2013 I signed with Gannett local to run my SEO, online marketing and email blast campaign.I choose Gannett because I thought their reputation preceded them.I spent $3500, only to have false promises and lose marketing time.My medical aesthetic practice is on Long Island. I came to find out that Gannett was targeting me to New York and had changed my website to feature NY.I specialize in Botox, Juvederm and medical skin products, this was to be a local campaign on Long Island, south shore.I paid $500 for an email blast to a mis-targeted area and got not one single response.I send out my own constant contacts and get immediate responses.When I spoke to [redacted] Day, who managed my supposed marketing group, he said " My campaign was an example for Gannett of what not to do to!"He said he was going to use my campaign, because of it failure, in training courses.I worked with the most amateur and unprofessional people at Gannett,[redacted] Deller and Lisa Bhella.I have been patiently waiting for a refund from Gannett Local, as promised by [redacted] for several months now.I was supposed to be refunded $1000, $500 for the botched email blast I paid for and for a $500 my whole campaign being mis-targeted.Yet another false promise from Gannett, months later and no refund and no return phone calls/emails.Thank you.Desired Settlement: $1000 refund as promised for failure to deliver promised services.

Business

Response:

Please find attached supporting documentation regarding complaint #[redacted].

The client, Dr. [redacted], was charged the first month upfront – which is standard for our Gannett Local (now G/O Digital) sales team. Dr. [redacted]'s campaign ran for 3 weeks and there are no egregious errors.

Dr. [redacted]'s email was not sent to the wrong geo-targets (she is comparing an email blast to her own Constant Contact opted in client database).

Dr. [redacted]'s PPC campaign collected 11 leads (calls and form fills) over the 22 days it was live. Live 9/23, cancelled 10/15.

Our internal SEO confirmed that no changes were ever made to her website, as she had several rounds of “revisions” to the keywords we were going to target. In fact, Dr. [redacted] changed the name of her practice 3 times (varying versions of NY Aesthetics).

Our point of view is that the Gannett Local (G/O Digital) exposure to any wrong doing simply doesn’t exist.

Sincerely,

Gannett, G/O Digital team – Phoenix

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.

Regards,

I have attached an email from [redacted] where he insists on targeting New York, rather than Long Island.

This email also confirms that Gannett actually did go on my website and make changes.

As far as changing my name, there was a change from New York, to NY, as advised by [redacted] (the account manager).

As for the email blast, the file from[redacted] does not show where the people who opened those emails live.

They could be in Chicago for all we know.

Where are the zipcodes attached to those emails?

This would prove if my local was targeted or not.

This case must have input from [redacted] in order to be rectified.

Where is [redacted] Day's input regarding this case?

Business

Response:

Hi Alexandria, Just wanted to provide an update that I am now receiving feedback from Gannett Local that they are working on a refund for their customer. I will be sure to provide you with the final resolution. I apologize on their behalf for their delay in responding to this complaint.

Thanks,

[redacted] | Administrative Assistant - Distribution

GANNETT Publishing Services

###-###-####

TO: ARIZONA REPUBLIC
OCT 2nd, 2015
The Arizona Republic is charging its customers for something they don't want, don't use and in some cases is not available to them!
After spending the summer (May through Sept) away from Phoenix, I returned to Scottsdale only to realize that I had been charged for the time that I had put my paper "on hold".
In addition, I had paid $163.82 for a total of 41 papers, actually received while in Scottsdale, or $4.00 per paper. This, while I was also paying for the Arizona Republic at the news stand where I reside in the summer.
Upon inquiring about this, I was advised that "I had received all credits for papers not received" however I was charged for the "DIGITAL" papers (which were not available to me at my location in the mountains) . IF I AM PURCHASING A NEWSPAPER EVERY DAY TO READ, I DON'T NEED OR WANT TO PAY FOR A DUPLICATE WIFI PAPER WHICH IS NOT AVAILABLE IN THE AREA WHERE I RESIDE NOR DO I WANT TO PAY FOR A DUPLICATE WIFI PAPER AT HOME IN SCOTTSDALE!! I just received notice from Barbara S[redacted] VP customer service, that my subscription has just gone up to $40.30 plus tax. I assume to pay for this service which I do not want and for five months of the year is not available to me.
I was informed that the daily charges cannot be separated in order to credit me for those days on hold yet they were separated in order to charge me for the digital portion while my paper was on hold.
I have enjoyed a daily delivered paper for over 50 years in Arizona but this is ridiculous and may force me to go to another source for news when I am in Phoenix.
MY QUESTION TO YOU IS: Is it legal for you to "Bundle" a service, not available to me, with a product which is on hold, and not allow me to get credit for the two for payment purposes?
I feel that I have really been ripped off this summer when I was told each time that I put my paper on HOLD that I would receive a full refund for those papers not received and then to be charged for the digital papers that were not available to me. [redacted]

Review: I was supposed to be in a promotional period getting the Wed and Sun until September 2015 for $14 for 3 months. I spoke to [redacted] at AZ Republic 3 weeks ago and have sent an email to customer service 08/03/15. They have never replied. It is frustrating each time I have an issue with this business, it is never resolved until I contact Revdex.com.Desired Settlement: Their billing needs to reflect I only owe $14 for 3 months of Wed and Sunday paper and this promo needs to continue

Business

Response:

This letter is in response to your email concerning [redacted], complaint #[redacted]. Please accept our sincerest apologies for the inconveniences and frustrations Ms. [redacted] experienced with her Arizona Republic subscription.[redacted], Customer Support Specials was able to contact Ms. [redacted] and provided a detailed history of her account, including specials received and a disclaimer regarding special promotions. After crediting Ms. [redacted] account for any misunderstanding of the promotional rates and one final buy one and get one free offer was granted to Ms. [redacted]. Ms. [redacted] paid the balance and the promotional rate and was satisfied with the resolution to this complaint. For any future questions or concerns, Ms. [redacted] has been provided with [redacted]’s direct telephone number: ###-###-####.

Review: I attended an AZ Republic extreme couponing session and part of the program was to push a Wed/multiple Sunday delivery to get extra coupons in the Sunday paper. We were also supposed to receive a $30 gift card for subscribing. Sometime during the time of the session and getting my subscription to the newspaper, one of the employees at the session stole our credit card number and racked up thousands of dollars of charges. I called the police and complained to the AZ Republic and asked to speak with someone in their fraud department. I was repeatedly lied to that a fraud specialist would call me back, they never did. After calling a dozen more times, I learned that there is NO fraud department! The only thing they care about is my updating to my new credit card, they refuse to talk to me about what THEIR company did to me. They also refuse to tell me about the $30 gift card that I am supposed to get if I do continue with the subscription. I am very upset with them and also worried that they are scamming other people who were at the sessionDesired Settlement: I think they should contact me and explain what they are doing about the fraud and I believe they should offer me some sort of appeasement for all of the trouble I have had to go to with having my identity stolen! They have make my life miserable

Business

Response:

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]. Please accept our sincerest apologies for the difficulties and frustrations Ms. Mahoney experienced with credit card fraud. We understand her concerns and empathize with the hardship this caused.Janice T[redacted] Customer Support Manager, has been working with Ms. [redacted] regarding her complaint, and has resolved this matter to the customer’s satisfaction. If you have any further questions or concerns, please feel free to contact Janice directly at [redacted]@republicmedia.com.Sincerely, Tad K[redacted]Director of Consumer Subscription MarketingThe Arizona Republic/USA Today Network

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. I wish to thank Janice for all of her help and assistance. She has been extremely helpful.

Regards,

Review: My husband and I signed up to receive the newspaper in April 2015. Two months later, after our credit card had to be changed, the Arizona Republic contacted us to ask us to update our credit card information in order to continue receiving the service. As we had decided against receiving the newspaper, we declined to update the credit card information. Much to our surprise, a month later we received a bill for over $60! We immediately contacted the Arizona Republic to discuss why we had been continually billed when we had denied authorization. We repeatedly received the same response: They simply insisted that the balance was paid. The customer service was incredibly poor and we were continually interrupted to hear this same statement repeatedly. As we did not authorize this charge, we declined to pay. The next month, we received a bill over $80! Again, we contacted the company to discuss that this had not been authorized and insisted on services being stopped and for the charges to end. They refused. Now my husband and I are continually being charged for a service that we do not want, have not authorized, and repeatedly have requested to end! Please help stop this company from abusing its power and continuing to try to take more from us!Desired Settlement: My husband and I would like 100% of the unauthorized charges to be cleared from our account and all services and future charges stopped immediately

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 Ms. [redacted] experienced with cancellation and subsequent billing for her newspaper subscription. [redacted], Customer Support Specialist, was able to speak with Ms. [redacted] briefly on 08/20/2015; however, Ms. [redacted] requested that [redacted] call her the next day as Ms. [redacted] was unable to take the time to talk at that time. [redacted] called as was requested on 8/21/2015 before 3:00 p.m. and left a detailed message. Since [redacted] did not receive a return call she sent a detailed email regarding this matter. [redacted] has included in an email to Ms. [redacted] a short spreadsheet reflecting the payment history and a letter of apology. Per the requested settlement requested by Ms. [redacted] and her husband any unauthorized charges and balance due has be cleared from their account. All services and future charges have been stopped as the account was already inactivated. [redacted] provided her email and telephone number ###-###-#### in the event Ms. [redacted] required any further assistance.

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,