The Arizona Republic

Review: For at least four months I have called about a 'Balance Forward' charge added to my monthly bill. Each time I was told that it was in error and would be corrected and removed from my bill. Each month there is another 'Balance Forward' charge added to my statement.Desired Settlement: A correct bill!! It is like a false practice to get me to pay extra by mistake. I just want a correct bill!

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 billing for her newspaper subscription. [redacted], Customer Support Specialist, spoke with Ms. [redacted] on 4/3/2015 regarding her complaint. We regret that there is an automated billing issue with our system that our IT Department is currently addressing. [redacted] issued to Ms. [redacted] manual invoices this month for services dates of 4/11/2015 through 5/10/2015 and next month for service dates of 5/11/2015 through 6/10/2015. Additionally, Ms. [redacted]’s account has been credited for $24.86 for the inconveniences she experienced. She is satisfied with this resolution, and was advised to contact [redacted] directly at ###-###-#### if she is in need of further assistance regarding her subscription.

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.I have received two copies of a manual billing for the period covering April 11 through May 10. While I appreciate the efforts to send the corrected billing, it is again a manual billing and does not represent a correction to the automated billing that was consistently wrong. If it is the policy of the Revdex.com to close the case before the automated billing is proven to be corrected then that is OK. I will open a new complaint if necessary. Again I appreciate all efforts to correct this problem and sincerely hope it has been resolved.

Regards,

Review: The Arizona Republic falsely claimed in Revdex.com Complaint ID #[redacted] the following two things:

1) That the $14.72 bill was cleared from my account

2) That I was added to a do-not-contact list

I have continued to receive calls from The Arizona Republic about the $14.72 bill and just received an overdue and delinquent noticed for this bill dated July 11, 2014Desired Settlement: Please follow through on the false claims you made to the Revdex.com to get Complaint ID #[redacted] closed, which include:

1) Clear the $14.72 bill from my account

2) Stop contacting me

Business

Response:

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]). Please accept our sincerest apologies for the inconvenience and frustration [redacted]experienced with his subscription. [redacted], Customer Support Specialist, handled [redacted]'s original complaint (complaint ID# [redacted]) regarding a past due balance invoice he received for $14.72. [redacted] cleared the balance owed and issued an apology letter confirming the account had been cleared. [redacted] should have received this letter during the week of June 9, 2014. [redacted]'s contact information was also added to our do not contact registries.[redacted] emailed [redacted] on August 1, 2014 stating he received another invoice for the $14.72 past due balance and has still been receiving phone calls regarding the balance. He stated he would be filing another complaint to fully resolve this matter. The invoice [redacted] received was sent in error. His inactive account shows a $0.00 balance and his contact information was verified in our do not contact registry. [redacted] responded to [redacted]'s email and requested a copy of the invoice in order to do further research on why this invoice was mailed out.

Review: We subscribed to the Arizona Republic newpaper and have not recieved the paper. When we called in to find out why they said we do not have an account but they did collect our money. We would like a refund since we did not recieve thier product.Desired Settlement: Refund the money

Business

Response:

This letter is in response to your complaint regarding delivery issues and requesting a refund. Please accept our sincerest apologies for the inconveniences and frustrations we have caused to you.

Mrs. [redacted] started a subscription on 11/02/2014 for a Wednesday and Sunday three months for the price of one promotion and made a payment of $14.83. She didn't receive the first paper on 11/02/2014.

[redacted], Customer Support Specialist, called and spoke with Mrs. [redacted] on 11/05/2014. Customer was missing this paper as well. Mrs. [redacted] said that she had already disputed the $14.83 charge with her credit card company in hopes to get her payment back. [redacted] credited her subscription account for three months and offered to get the delivery issues taken care of. [redacted] contacted the appropriate departments and found out this customer's address was on the wrong delivery route. Delivery issues have since been resolved. Mrs. [redacted] payment is still on the subscription account, along with the $14.00 [redacted] credited. Mrs. [redacted] three months for the price of one promotion will expire on 02/01/2015 and the $14.00 credit applied to the account will extend this to 03/01/2015.

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

Review: On or about November 5, 2012 I received a phone solicitation from the Arizona Republic for a 6 month special on 7 day delivery of the newspaper at a rate of about $14.00 per month. The terms were that I had to give them my credit card number for monthly automatic billing. The terms also included the rate going to market without notice after the initial 6 month period if I did not notify them in advance. My last day was to be June 5, 2013 at the reduced rate. During the 6 month special price period, there were 3 days where the newspaper was not delivered. On those days, I simply called in and was informed that redelivery was not an option, rather they wouls extend my special price period by another day for each day the paper was not delivered (equates to June 8, 2013) On Saturday June 1, 2013 I called the Arizona Republic and requested that they not extend my subscription beyond my special price period. They told me that `I would have to be connrcted to a cancellation person then connected me. The person in the cancellation department was very terse and unfriendly and wanted to know why I did not want to renew my subscription. I responded to her that price was the issue. She then offered me a reduced price that was still much higher than the plan I was on. I declined her offer. She then said she would cancel the remaing few days of my subscription and issue a refund. I told her that I DID NOT want to cancel my remaining service, but simply not renew at the end of my contract. She agreed and the call was ended. On Sunday June 2, 2013 the newspaper was not delivered. I called in and spoke to a representative and her supervisor to complain. I was told that because I had cancelled my subscription the day before that they would issue a refund. When I explained that I HAD NOT cancelled my subscription and wanted the papers delivered a promised, they said I would have to start a NEW subscription at the MUCH HIGHER rate and that resumption of my contract was not an option. I feel that they are engaging in unethical practices by cancelling my contract for simply not renewing it.Desired Settlement: 7 days of newspaper delivery and I will return any refund they may tender

Business

Response:

June 5, 2013

Alexandria Nock

The Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

Dear Ms. Nock,

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

Mr. [redacted] started a seven day, $13.25 promotional subscription on 11/22/2012. This promotion ended and was switched to the standard rate on 6/1/2013. When he called Customer Service, he had requested to have the rest of his deliveries and not receive a refund. Instead, the inbound agent mistakenly cancelled his account 6/2/2013, and processed a refund of $2.21 plus tax back to his credit card.

[redacted], Circulation Support Specialist, spoke with Mr. [redacted] on 6/3/2013 regarding this issue. He accepted seven additional days free delivery, which began 6/4/2013, with the last day of delivery being Monday, 6/10/2013. His account has been set to cancel after that delivery, and he may keep the refund he received on his credit card. Mr. [redacted] was satisfied with this resolution.

We truly regret the challenges that Mr. [redacted] experienced with his subscription, and hope that he will consider giving us another chance in the future. If you have any further questions or concerns, please feel free to contact me directly at ###-###-####.

Sincerely,

Administrative Assistant

VP Distribution – West Region

Gannett Publishing Services

customer service very poor. arizona republic cheats customers, sending false bills, missing deliveries and harassing for bills not owed

Dear Sirs,

I’m extremely upset with the customer service personnel that your company employs. On June 15th of this year, we called the Arizona Republic circulation department to cancel our long time subscription. My wife asked the unconcerned representative what the balance due was and that we would be stopping the service. We received the total due amount and paid it immediately and the paper delivery was discontinued at that time. Since that time we have received 2 statements and now are asked to pay for 3 months for a service and product that we do not and haven’t received. I’m pretty sure that this charge is illegal. My wife called on 8-19-13 and the representatives that she spoke with told her that we should be receiving a credit as long as we pay for past due billing when we never received a paper! Really! We should pay for a product and a service that was never delivered and never received and then hope that we get out money back?

Review: I have been a long time subscriber of the AZ Republic. 4 or 5 months ago I attempted to set up auto-pay for my monthly subscription in the amount of $4.56. I kept getting an error and a referral to a customer service rep. I called customer service and was told that my rate was an old one and that I couldn't set up auto-pay with that rate. I was told if I wanted to keep that subscription I would have to pay by invoice. I did so for a couple of months and then set up an e-check through my bank for the monthly amount. I didn't receive any notification of any change to my subscription, but today realized my bank account was debited in the amount of $8.42. I immediately called and was told this was the second such debit. I told the rep that I never authorized these payments. I explained that I had tried at one time to set up a debit in the amount of $4.56, but was unsuccessful. She told me my new rate for the subscription was $12.00 and I told her I was not interested in the higher cost subscription. I asked why I never received notification about the rate hike and she said "they" could change the rate without notice. I told her that I never agreed to that. I told her to cancel my subscription and she sent me to [redacted] in cancellations. She said she would give me one months free service and I wouldn't have a bill due until April. I told her that wasn't any compensation for the poor service as I had already been debited for the monthly payment at the inflated rate. This is extremely poor customer service. I called when I was unsuccessful setting up the auto pay and they assured me I had nothing to worry about. There is no place on the website where I could have removed my debit card information and I had been making regular monthly payments. No notice was sent to me regarding the difference and then this company started hitting my bank account.Desired Settlement: I would like to go back to my original subscription at the cost I was paying, but I am sure that is not going to happen. How many businesses can say that they can change the terms of your service with no notification. I would like for them to show me where I ever signed up for that "service" Accessing the website, I can't see my billing information, my payment history, or were I actually agreed to allow this company to debit my checking account. In fact, the only information available under "my account" is the subscription cost and my name and address.

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 that Ms. [redacted] experienced.[redacted], Circulation Support Specialist, has followed up with Ms. [redacted] by telephone. After careful research it was determined that her account would be given a credit for several months and she was also offered the same special promotional rate as she previously received for one more year. This offer was accepted by Ms. [redacted] and payment was made. Ms. [redacted] is satisfied with the offer and the [redacted] complaint has been positively resolved.

Review: I am a Snowbird who has for the past 10 years subscribed to this paper for the 7 Winter months we are here. When I returned, I subscribed to the paper. I was not real happy with the news in the paper and two days ago when I received my credit card bill and noticed the $211.09 charge for the paper. I then called to cancel the subscription immediately. They said they would do that but would not refund any money. I am 72 years old and request your help. Regards, LeeDesired Settlement: That my subscription be cancelled immediately and I be billed for the roughly 20 papers that I received. Thanks for your help. [redacted]

Business

Response:

This letter is in response to your complaint regarding cancellation of your subscription and a refund for the remaining balance of unused deliveries. Please accept our sincerest apologies for the inconveniences and frustrations we have caused to you.

Mr. [redacted] started a special 7-day Sun Club special that is specifically for winter visitors. These offers are annual and are non-refundable and non-transferable. This offer was started on 10/12/2014. On 10/28/2014, our cancellation department received a call from Mr. [redacted] to cancel his subscription. At that time, he was notified it could be cancelled but no refund could be issued due to the terms and conditions of the Sun Club offer. The subscription was left open. A floor coach in the Circulation department listened to the original phone call and Mr. [redacted] was notified of the terms and conditions of the Sun Club offer.

[redacted], Customer Support Specialist, cancelled Mr. [redacted] subscription account effective 11/19/2014 and processed a refund for the remaining credit balance of $187.99. This refund will be processed back to the card it was paid within 3-5 business days. On 11/18/2014, we received Mr. [redacted] letter with his $10.00 Fry's gift card enclosed in it and it was returned to the appropriate department. [redacted] emailed Mr. [redacted] and notified him of the resolution.

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

Review: Please see attached.Desired Settlement: Please see attached.

Review: I have copied and pasted email correspondence the Arizona Repuplic in an effort to resolve this issue. On 4/16/2013 I tried online and by phone to cancel my subscrition to the paper as I had sold my house and was relocating to Minnesota. When I could not get anyone to do this the only thing I could think of was to put my service on a vacation hold for as long as possible and donating it to the school program. I figured that my subscription would expire during this time and when they didn't receive payment would cancel my subscription. I also email the contact email for service on their website to tell them that I wanted it cancelled. All that is copied below. It should not be this difficult to cancel a subscription. The first email I sent should have at the very least produced some communication as to request. Arizona Republic Customer Service ([email protected])Add to contacts 1:30 PM

To: [redacted]

Cc: [redacted]

Dear [redacted], (Account [redacted]),

Thank you for contacting The Arizona Republic, Arizona's leading news and information source!

Thank you for taking the time to email us back; unfortunately your correspondence does not change the lack of a cancellation with a customer service representative. If you would like to dispute the current charges with your bank please note that you are able to at any time. However we do stand by the previous email, without a cancellation via phone, stated at the bottom of every billing, we can not back date your account. The hold was done by the customer through our online service, it states in the account it is a 'Temporary/Vacation hold' and is not a cancellations. We apologize for the inconvenience and are very sorry to have to end your long standing subscription on an unhappy note. Please know we greatly appreciate your long time service with us.

Thank you for your questions we remain available for further questions

Sincerely,

Account Specialist

The Arizona Republic

www.MyNewspaperService.com

PS. We also would like to make you aware of our EZ Pay program. EZ Pay is the hassle-free payment option allowing you to pay for your newspaper subscription with your credit card. Ask us how EZ Pay can save you money each month.

On Mon, Jun 17, 2013 at 3:15 PM, [redacted] wrote:

I completely disagree with your response. First of all my last name is [redacted] not [redacted]. This is just another example of the ineptness I have had to deal with trying to cancel my subscription. I spoke with two representatives on 4/16/2013. The first person told me I could cancel online. When I told her I was presently online and logged in to my account and there was no place to end the subscription she pulled it up and said "oh, I guess you can't. I will have to transfer you to a costumer service rep." I thought that is what she was. Unless of coarse your employees are coached on how to make it difficult to end your subscription because of the declining use of the paper media. I was then put on hold and no one ever came back. At no time did I ever ask to put my subscription on a vacation hold. WHY WOULD I DO THAT WHEN I HAD ALREADY SOLD MY HOUSE AND WAS LEAVING ON 4/21/2013 WITH EVERYTHING I OWN IN A RENTAL TRUCK AND MOVING TO MINNESOTA. After waiting a reasonable amount of time I called again and this time I spoke with someone who identified herself as Anna. I believe she could sense my frustration because she had an attitude and at one point said she would put me on hold. She said she had to transfer me to another representative and again I am on hold. Is it that hard to end a subscription that I need to talk to a "specialist". With no results after attempting to "manage" my account online and 2 phone calls I went back online, found an email address for service under "contact us" and sent the email below. I asked in that email to contact me to confirm that my subscription was terminated. That email went somewhere I hope. Even if it was the wrong department commonsense would say to forward it to the right department. I left a contact phone number and God knows you have my email address from MY ACCOUNT. As I left the state of Arizona I had no way of knowing you were still delivering my paper. WHY WERE YOU STILL DELIVERING THE PAPER SIX WEEKS AFTER MY SUBSCRIPTION RAN OUT. I was a faithful costumer for the 24 years I owned that house and this is your way of saying thank you. I think we all know why you can't end your subscription online. To make it more difficult. Like I stated in the first email below I had no problem cancelling my utilities, in fact it was quite an efficient process. If this issue is not resolved to my satisfaction by the end of the week I will file a complaint with the Revdex.com and see if one of the local TV stations NOT affiliated with the Arizona Republic can help me solve this. My subscription should have been cancelled as of 4/21/2013. Thank you.

Date: Sun, 16 Jun 2013 10:41:20 -0400

From: [email protected]

To: [redacted]

Subject: RE: FW: Service

Dear [redacted], (Account [redacted]),

Thank you for contacting The Arizona Republic, Arizona's leading news and information source!

We apologize for any frustrations you have experienced while trying to stop the delivery of your paper. Unfortunately a temporary hold was request in April, not with a representative, but over the online service for dates 04/21/2013-05/16/2013. You did speak with a customer service representative on 4/16/2013 for a vacation hold however with the online request it negated any changes made that day. Please note cancellations are only processed with a customer service representative however we have made an exception and canceled the account effective 06/18/2013.

Please note since no cancellation call is recorded with a customer service representative and service did continue we will be sending a final bill for the service rendered. There is no dispute phone number, disputes can only be sent to our in house collections department in the form of a letter to PO BOX 2330 [redacted], AZ 85002.

Thank you for your patience we remain available for further questions

Sincerely,

Account Specialist

The Arizona Republic

www.MyNewspaperService.com

PS. We also would like to make you aware of our EZ Pay program. EZ Pay is the hassle-free payment option allowing you to pay for your newspaper subscription with your credit card. Ask us how EZ Pay can save you money each month.

On Sat, Jun 15, 2013 at 4:20 PM, [redacted] wrote:

Today I received a bill for $74.84. I believe the email below speaks for itself. I sold the property on 4/5/13 and moved to Minnesota on 4/22/13. The bill you sent actually came to my address in Minnesota. I would like an email confirming receipt of this letter with a direct phone number of someone I can talk to to resolve this issue. The account number is [redacted]. Thank you.

[redacted] Ave S

[redacted] MN [redacted]

From: [redacted]

To: [email protected]

Subject: Service

Date: Wed, 17 Apr 2013 09:11:06 -0600

I can't tell you how frustrated and angry I am at your customer service, both on the phone and online. I tried for 3 hours yesterday to stop my service. I kept being put on hold and at one point spoke to a person who said her name was Anna who was very rude!!! I tried to stop my subscription online and all it will allow is a vacation hold. Your link to contact the republic says the page cannot be found. Your subscriber.azcentral.com will not load. It is ridiculous! I am moving and was able to schedule shutoffs online with every utility with no problem at all. It took about three minutes each. Three hours with the AZ Republic and I am left with just sending emails. What I did do was put my paper on hold starting April 21st for the longest time possible and just wont pay the bill. Please contact me back confirming that I want my subscription to the AZ Republic to end on 04/21/2013. After 24 years as a customer, after yesterday I am glad to go.

[redacted] W [redacted] Dr

[redacted], AZ [redacted]

Arizona Republic Customer Service ([email protected])Add to contacts 1:30 PM

To: [redacted]

Cc: [redacted]

Dear [redacted], (Account [redacted]),

Thank you for contacting The Arizona Republic, Arizona's leading news and information source!

Thank you for taking the time to email us back; unfortunately your correspondence does not change the lack of a cancellation with a customer service representative. If you would like to dispute the current charges with your bank please note that you are able to at any time. However we do stand by the previous email, without a cancellation via phone, stated at the bottom of every billing, we can not back date your account. The hold was done by the customer through our online service, it states in the account it is a 'Temporary/Vacation hold' and is not a cancellations. We apologize for the inconvenience and are very sorry to have to end your long standing subscription on an unhappy note. Please know we greatly appreciate your long time service with us.

Thank you for your questions we remain available for further questions

Sincerely,

Account Specialist

The Arizona Republic

www.MyNewspaperService.com

PS. We also would like to make you aware of our EZ Pay program. EZ Pay is the hassle-free payment option allowing you to pay for your newspaper subscription with your credit card. Ask us how EZ Pay can save you money each month.

On Mon, Jun 17, 2013 at 3:15 PM, [redacted] wrote:

I completely disagree with your response. First of all my last name is [redacted] not [redacted]. This is just another example of the ineptness I have had to deal with trying to cancel my subscription. I spoke with two representatives on 4/16/2013. The first person told me I could cancel online. When I told her I was presently online and logged in to my account and there was no place to end the subscription she pulled it up and said "oh, I guess you can't. I will have to transfer you to a costumer service rep." I thought that is what she was. Unless of coarse your employees are coached on how to make it difficult to end your subscription because of the declining use of the paper media. I was then put on hold and no one ever came back. At no time did I ever ask to put my subscription on a vacation hold. WHY WOULD I DO THAT WHEN I HAD ALREADY SOLD MY HOUSE AND WAS LEAVING ON 4/21/2013 WITH EVERYTHING I OWN IN A RENTAL TRUCK AND MOVING TO MINNESOTA. After waiting a reasonable amount of time I called again and this time I spoke with someone who identified herself as Anna. I believe she could sense my frustration because she had an attitude and at one point said she would put me on hold. She said she had to transfer me to another representative and again I am on hold. Is it that hard to end a subscription that I need to talk to a "specialist". With no results after attempting to "manage" my account online and 2 phone calls I went back online, found an email address for service under "contact us" and sent the email below. I asked in that email to contact me to confirm that my subscription was terminated. That email went somewhere I hope. Even if it was the wrong department commonsense would say to forward it to the right department. I left a contact phone number and God knows you have my email address from MY ACCOUNT. As I left the state of Arizona I had no way of knowing you were still delivering my paper. WHY WERE YOU STILL DELIVERING THE PAPER SIX WEEKS AFTER MY SUBSCRIPTION RAN OUT. I was a faithful costumer for the 24 years I owned that house and this is your way of saying thank you. I think we all know why you can't end your subscription online. To make it more difficult. Like I stated in the first email below I had no problem cancelling my utilities, in fact it was quite an efficient process. If this issue is not resolved to my satisfaction by the end of the week I will file a complaint with the Revdex.com and see if one of the local TV stations NOT affiliated with the Arizona Republic can help me solve this. My subscription should have been cancelled as of 4/21/2013. Thank you.

Date: Sun, 16 Jun 2013 10:41:20 -0400

From: [email protected]

To: [redacted]

Subject: RE: FW: Service

Dear [redacted], (Account [redacted]),

Thank you for contacting The Arizona Republic, Arizona's leading news and information source!

We apologize for any frustrations you have experienced while trying to stop the delivery of your paper. Unfortunately a temporary hold was request in April, not with a representative, but over the online service for dates 04/21/2013-05/16/2013. You did speak with a customer service representative on 4/16/2013 for a vacation hold however with the online request it negated any changes made that day. Please note cancellations are only processed with a customer service representative however we have made an exception and canceled the account effective 06/18/2013.

Please note since no cancellation call is recorded with a customer service representative and service did continue we will be sending a final bill for the service rendered. There is no dispute phone number, disputes can only be sent to our in house collections department in the form of a letter to PO BOX 2330 [redacted], AZ 85002.

Thank you for your patience we remain available for further questions

Sincerely,

Account Specialist

The Arizona Republic

www.MyNewspaperService.com

PS. We also would like to make you aware of our EZ Pay program. EZ Pay is the hassle-free payment option allowing you to pay for your newspaper subscription with your credit card. Ask us how EZ Pay can save you money each month.

On Sat, Jun 15, 2013 at 4:20 PM, [redacted] wrote:

Today I received a bill for $74.84. I believe the email below speaks for itself. I sold the property on 4/5/13 and moved to Minnesota on 4/22/13. The bill you sent actually came to my address in Minnesota. I would like an email confirming receipt of this letter with a direct phone number of someone I can talk to to resolve this issue. The account number is [redacted]. Thank you.

[redacted] Ave S

[redacted] MN [redacted]

From: [redacted]

To: [email protected]

Subject: Service

Date: Wed, 17 Apr 2013 09:11:06 -0600

I can't tell you how frustrated and angry I am at your customer service, both on the phone and online. I tried for 3 hours yesterday to stop my service. I kept being put on hold and at one point spoke to a person who said her name was Anna who was very rude!!! I tried to stop my subscription online and all it will allow is a vacation hold. Your link to contact the republic says the page cannot be found. Your subscriber.azcentral.com will not load. It is ridiculous! I am moving and was able to schedule shutoffs online with every utility with no problem at all. It took about three minutes each. Three hours with the AZ Republic and I am left with just sending emails. What I did do was put my paper on hold starting April 21st for the longest time possible and just wont pay the bill. Please contact me back confirming that I want my subscription to the AZ Republic to end on 04/21/2013. After 24 years as a customer, after yesterday I am glad to go.

[redacted] W [redacted] Dr

[redacted], AZ [redacted]

RE: Service?

To see messages related to this one, group messages by conversation.

Arizona Republic Customer Service ([email protected])Add to contacts 1:30 PM

To: [redacted]

Cc: [redacted]

Dear [redacted], (Account [redacted]),

Thank you for contacting The Arizona Republic, Arizona's leading news and information source!

Thank you for taking the time to email us back; unfortunately your correspondence does not change the lack of a cancellation with a customer service representative. If you would like to dispute the current charges with your bank please note that you are able to at any time. However we do stand by the previous email, without a cancellation via phone, stated at the bottom of every billing, we can not back date your account. The hold was done by the customer through our online service, it states in the account it is a 'Temporary/Vacation hold' and is not a cancellations. We apologize for the inconvenience and are very sorry to have to end your long standing subscription on an unhappy note. Please know we greatly appreciate your long time service with us.

Thank you for your questions we remain available for further questions

Sincerely,

Account Specialist

The Arizona Republic

www.MyNewspaperService.com

PS. We also would like to make you aware of our EZ Pay program. EZ Pay is the hassle-free payment option allowing you to pay for your newspaper subscription with your credit card. Ask us how EZ Pay can save you money each month.

On Mon, Jun 17, 2013 at 3:15 PM, [redacted] wrote:

I completely disagree with your response. First of all my last name is [redacted] not [redacted]. This is just another example of the ineptness I have had to deal with trying to cancel my subscription. I spoke with two representatives on 4/16/2013. The first person told me I could cancel online. When I told her I was presently online and logged in to my account and there was no place to end the subscription she pulled it up and said "oh, I guess you can't. I will have to transfer you to a costumer service rep." I thought that is what she was. Unless of coarse your employees are coached on how to make it difficult to end your subscription because of the declining use of the paper media. I was then put on hold and no one ever came back. At no time did I ever ask to put my subscription on a vacation hold. WHY WOULD I DO THAT WHEN I HAD ALREADY SOLD MY HOUSE AND WAS LEAVING ON 4/21/2013 WITH EVERYTHING I OWN IN A RENTAL TRUCK AND MOVING TO MINNESOTA. After waiting a reasonable amount of time I called again and this time I spoke with someone who identified herself as Anna. I believe she could sense my frustration because she had an attitude and at one point said she would put me on hold. She said she had to transfer me to another representative and again I am on hold. Is it that hard to end a subscription that I need to talk to a "specialist". With no results after attempting to "manage" my account online and 2 phone calls I went back online, found an email address for service under "contact us" and sent the email below. I asked in that email to contact me to confirm that my subscription was terminated. That email went somewhere I hope. Even if it was the wrong department commonsense would say to forward it to the right department. I left a contact phone number and God knows you have my email address from MY ACCOUNT. As I left the state of Arizona I had no way of knowing you were still delivering my paper. WHY WERE YOU STILL DELIVERING THE PAPER SIX WEEKS AFTER MY SUBSCRIPTION RAN OUT. I was a faithful costumer for the 24 years I owned that house and this is your way of saying thank you. I think we all know why you can't end your subscription online. To make it more difficult. Like I stated in the first email below I had no problem cancelling my utilities, in fact it was quite an efficient process. If this issue is not resolved to my satisfaction by the end of the week I will file a complaint with the Revdex.com and see if one of the local TV stations NOT affiliated with the Arizona Republic can help me solve this. My subscription should have been cancelled as of 4/21/2013. Thank you.

Date: Sun, 16 Jun 2013 10:41:20 -0400

From: [email protected]

To: [redacted]

Subject: RE: FW: Service

Dear [redacted], (Account [redacted]),

Thank you for contacting The Arizona Republic, Arizona's leading news and information source!

We apologize for any frustrations you have experienced while trying to stop the delivery of your paper. Unfortunately a temporary hold was request in April, not with a representative, but over the online service for dates 04/21/2013-05/16/2013. You did speak with a customer service representative on 4/16/2013 for a vacation hold however with the online request it negated any changes made that day. Please note cancellations are only processed with a customer service representative however we have made an exception and canceled the account effective 06/18/2013.

Please note since no cancellation call is recorded with a customer service representative and service did continue we will be sending a final bill for the service rendered. There is no dispute phone number, disputes can only be sent to our in house collections department in the form of a letter to PO BOX 2330 [redacted], AZ 85002.

Thank you for your patience we remain available for further questions

Sincerely,

Account Specialist

The Arizona Republic

www.MyNewspaperService.com

PS. We also would like to make you aware of our EZ Pay program. EZ Pay is the hassle-free payment option allowing you to pay for your newspaper subscription with your credit card. Ask us how EZ Pay can save you money each month.

On Sat, Jun 15, 2013 at 4:20 PM, [redacted] wrote:

Today I received a bill for $74.84. I believe the email below speaks for itself. I sold the property on 4/5/13 and moved to Minnesota on 4/22/13. The bill you sent actually came to my address in Minnesota. I would like an email confirming receipt of this letter with a direct phone number of someone I can talk to to resolve this issue. The account number is [redacted]. Thank you.

[redacted] Ave S

[redacted] MN [redacted]

From: [redacted]

To: [email protected]

Subject: Service

Date: Wed, 17 Apr 2013 09:11:06 -0600

I can't tell you how frustrated and angry I am at your customer service, both on the phone and online. I tried for 3 hours yesterday to stop my service. I kept being put on hold and at one point spoke to a person who said her name was Anna who was very rude!!! I tried to stop my subscription online and all it will allow is a vacation hold. Your link to contact the republic says the page cannot be found. Your subscriber.azcentral.com will not load. It is ridiculous! I am moving and was able to schedule shutoffs online with every utility with no problem at all. It took about three minutes each. Three hours with the AZ Republic and I am left with just sending emails. What I did do was put my paper on hold starting April 21st for the longest time possible and just wont pay the bill. Please contact me back confirming that I want my subscription to the AZ Republic to end on 04/21/2013. After 24 years as a customer, after yesterday I am glad to go. Desired Settlement: I want my bill adjusted to show my subscription was cancelled on 4/21/2013

Review: I’ve am a subscriber of the AZ Republic newspaper for over a decade. The current subscription I have is the Wed/Sunday paper. However, due to financial issues, we are cutting costs and one of our luxuries, is the newspaper.

Here is what has happened:

Thursday, June 18th - I notified the Circulation Department and spoke to a young lady representative. I told her to cancel my subscription after it ends on July 2nd, not to renew it. She offered several options but I told her we just could not afford it. She asked if we used the Sunday ads/coupons and I said yes. She said we would receive the Sunday ads after July 2nd but not the newspaper. Call concluded.

Sunday, June 21st – No newspaper delivered! Contacted Circulation via cell phone to report a missing paper; the automated service stated there was NO SUCH ACCOUNT! I called Circulation at [redacted] and spoke to “Danayshia” . She said the representative I spoke to on June 18th had cancelled my subscription! She said she would re-instate my subscription until July 2nd AND that we would receive a newspaper that day (June 21st).

Several hours later, still no newspaper. I called Circulation again and spoke to “Lanita” at 0911 hours. I asked to speak to a supervisor. She asked if she could help and I told her no because the other two didn’t help. She asked what the issue was so she could tell the supervisor before she connects me. I told her the aforementioned. She looked up my account and said “you will receive a newspaper, the delivery people are out right now so you will get a paper today.” I asked if I was set up for Wed/Sun paper until July 2nd. She said “No, just Sunday paper”. Frustrated, I asked for the supervisor. She connected me with “Diego”.

My complaint involves “Diego”. He answered the phone and said “This is Diego”. I told him my name and my issue. The first thing he said was “YOU ASKED TO BE CANCELLED AS SOON AS POSSIBLE, WELL, THAT WAS AS SOON AS POSSIBLE”. I said “I never said as soon as possible, I SAID JULY 2ND! I can’t help it if people cannot understand the difference between July 2nd and as soon as possible”. He again stated You wanted it cancelled as soon as possible, so it was. I told him the entire story and he said “You’re not getting a paper today.” I asked why and he said “because you don’t have an account” I told him Danayshia told me I would get a paper and that my account would be reinstated. He said “no, you’re not getting a paper today because you didn’t have an account.” I said “aren’t you supposed to help me? You’re the supervisor right? Because you’re NOT helping me” He said “your account has been reinstated but you’re not getting a paper today. Your next delivery will be on June 24th” I said “I’ve paid in advance for newspapers on Wednesday and Sundays.” He said “you won’t be charged for today” I said “and?” he didn’t’ answer so I asked if I will get an extension on my subscription since they shorted me a paper. He said, “Yes, you will receive a paper on July 5th.” I asked him who his supervisor was and he said “Steve”. I asked if I could have his number and he said “no, but you can leave him a voice mail.” He connected me to “Steve” and I left a voice mail to call me so I can report an issue. To date, “Steve” has not responded.

This supervisor “Diego” had the worse blasé attitude; he was not customer-oriented nor did he help in any way. All I wanted was a newspaper on Sunday. It was very simple.

UPDATE: I did NOT receive a replacement newspaper on July 5th as “Diego” said indicated. This was the replacement paper for NOT receiving a paper on June 21st.Desired Settlement: RESOLUTION:

1. Replacement SUNDAY newspaper

2. Remedial IPC skills training for Customer Rep Supervisor

3. An AZ Republic supervisor to contact me

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 her newspaper subscription.Stephen S[redacted], Consumer Solutions Performance Manager, attempted to call Ms. [redacted] this week, and left a voicemail, regarding her calls to the Customer Service Center. Ms. [redacted] has not contacted him yet, so we wish to inform customer and the Revdex.com of the resolution to date. The field distribution office confirmed that the last three complete Sunday Arizona Republic newspapers were delivered on 7/7/2015, which would include 6/21/2015, 6/28/2015, and 7/5/2015. These the deliveries were at no cost to Ms. [redacted]. Her calls to the Customer Service Center were evaluated, and her request on 6/18/2015 to cancel her subscription were honored. At that time, due to her interest in receiving fliers and coupons, her account was switched to receive the free Sunday Yes product. Regrettably, delivery of the free Sunday YES product did not start on 6/21/2015. At this time, her account is currently stopped and it has been determined that supervisor Diego handled the call from Ms. [redacted] professionally to the best of his ability. If there are further questions or concerns regarding this complaint, please feel free to contact Stephen directly at [redacted]

Sincerely, Katie J[redacted]Administrative AssistantGannett Publishing Services

Review: Arizona Republic feels the need to keep charging you even after your subscription runs out! This is not good business practice!!!! Sounds like a SCAM to me! Most places if you dont give or send money you are cancelled, but not at the Arizona Republic they just keep charging and charging and say you owe them, and the only way to actually cancel is to call them. Maybe my life is too busy to call them and sit on the phone for over 20 minutes like I did today! Maybe they should put a checkbox on the renewl form ! Or are they afraid they will loose too many customers?

I am very very dis-satisfied with their company and their policies!! I hope no one else gets SCAMMED the way I did!Desired Settlement: refund what they are saying I owe them for something I no longer desired.

Business

Response:

Alexandria Nock

The Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

Dear Ms. Nock,

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].

The $15.49 balance that Mr. [redacted] paid on 6/29/13 was for newspapers delivered from 4/12/13-6/29/13 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, email and/or letter 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 him. We have processed a refund for $15.49, which he should receive in ten business days.

[redacted], Customer Support Specialist, received a response from Mr. [redacted] 7/15/13, regarding his complaint. He confirmed that he is satisfied with the resolution.

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,

I had originally enrolled in a 3-for-1 newspaper subscription as part of a university class assignment. At that time, I paid for partial service and later, asked to be switched to 7-day service. On August 20, 2013, I was over-charged by $13.71 (totaling $25.71) after paying for the remainder of my initial subcription. I called the circulation department and requested to cancel my delivery after my initial (paid for) subscription ended. At that time, the customer service agent was very rude, kept telling me that I was wrong and that they were not obligated to refund the amount that was overcharged. I asked to speak to another agent, and spoke with Daniel, who gave me the option to be contacted by the collections department and gave a timeline of 3-5 business days. I was never contacted. On September 20, 2013, I was charged again $24.82. I called the circulation department again and requested to have delivery cancelled and the charge refunded. Again, the agent Tiffany, was very rude and condescending, arguing that I was in the wrong and that she had nothing to do with refunds. I asked to speak to the collections department again, only to be told they were unable to transfer me. She said that she would note it in my account and request that they contact me in 3-5 business days. Again, I was never contacted. On October 8, 2013, I contacted the circulation department again to request my refund, which now totaled $38.53 (not including the week worth of newspapers I did not receive). Again, the service agent was rude and continued to argue that I was wrong, despite my own record keeping and requests to listen to our recorded conversations. She assured me that my complaint was noted and that my request to be contacted by collections was sent and that they would contact me within 3-5 business days. I was never contacted.
On October 21, 2013, I was finally credited $18.88 by the Arizona Republic, which is $19.65 less than what I was overcharged. Today (10/22/13), I spoke with another customer service agent who was very rude and insistent that I was wrong. I asked again to speak with the collections department and was again, denied that request. I was finally able to speak with a supervisor, Diego who would not listen to my timeline, kept talking over me and insisted that I was wrong. I asked that he go back and listen to the recorded conversations, which he denied. He finally offered me $7.19 refund, which is still $12.46 less than what I have been overcharged. Unfortunately, even the supervisor was condescending and told me to "take it up with my credit card company".
I am very disappointed in the service and attitude of this company. I am appalled at their lack of options when seeking a refund for a clear incident of being over-charged. I feel that it is unnecessary to have to call four different times over the course of two months just to receive a refund that was fradulently charged. I believe their company purposefully makes this process difficult and intimidating for customers in order to keep charging their accounts for service. I believe they especially make it difficult to speak with the collections department, which makes the decision to process refunds. It is ridiculous in itself that I needed to call them on FOUR separate occasions just to be refunded and have my service cancelled.
I am very unhappy with the Arizona Republic at this point and feel that I would rather overpay them by $12.46 than to deal with their rude and condescending behavior. This is a shocking way for a well-known and established newpaper to conduct business and I will never again purchase anything from the Arizona Republic because of their shady business practices and rude customer service.

Review: 1) I never set up a subscription with Arizona Republic yet receive unsolicited newspapers

2) They are now calling to collect a small (less than $20) fee which they say I owe. I dispute all charges.

3) They refuse to cancel this unauthorized service by phone or by email. Both have been attempted.

4) They are calling all the time and harassing my wife during the day to pay the small (less than $20) feeDesired Settlement: 1) Cancel the unauthorized newspaper service

2) Stop trying to charge me the small fee you think I owe for this unauthorized service

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 issue of a balance due on his account.A subscription was started on 1/29/14 through a Discounted Newspapers airline mileage program, and paid through 4/28/14. The $14.72 balance was for newspapers delivered from 4/29/14-6/2/14 as part of our grace period policy. This policy allows customers uninterrupted service when payments do not reach us prior to their due date. We regret that there was a problem cancelling via telephone call and email to our Customer Service department. There is no record of request to cancel to Customer Service by telephone or email. We truly regret that our grace period policy has caused further aggravation to Mr. Whitmer. We have verified that the $14.72 balance on his account has been cleared, and he owes nothing to The Arizona Republic. Additionally, his contact information has been added to our internal Do Note Contact databases. [redacted], Customer Support Specialist, sent an email to Mr. [redacted] on 6/2/14 to inform him of this resolution, and an apology letter was issued to him confirming that the balance has been removed.Sincerely, [redacted]Administrative Assistant [redacted]

Review: After being a customer of the Arizona Republic newspaper since 1998 I cancelled my subscription on Aug. 12, 2014 to stop my paper on 8/14/14. I had paid my subscription until 8/13/14 and also had a credit due of $2.70 (per their printed invoice) for a vacation stop. When I talked to the Arizona Republic representative he was extremely rude. He also told me that my subscription would be stopped right away which meant I did not receive my paid for newspaper on Aug. 13, 2014. I wrote complaint letters with attachments to the Arizona Republic in Phoenix and to their parent company [redacted]. explaining the facts and asking for a refund due to me. I just received a "standard acknowledgment letter" from [redacted], Director of Consumer Solutions at the Arizona Republic asking to call her. All this after it had been explained to them 3 times on the phone and by 2 letters.Desired Settlement: I request that a refund check is issued to me for the amount of my shown credit on their last invoice plus a credit for the paid for Newspaper ($2.70 + approx. $1.00 = $3.70).

Business

Response:

This letter is in response to your complaint regarding a request for a refund of $3.70. Please accept our sincerest apologies for the inconveniences and frustrations we have caused to you. [redacted], Customer Support Specialist, processed the requested $3.70 refund on Wednesday, October 29, 2014. Mr. [redacted] should receive this refund in 7-10 business days and it was issued as a check from[redacted] called and spoke briefly with Mrs. [redacted] to inform them of the refund being issued.

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

Review: I signed up for the Arizona Republic in Sept of 2013 where the special was to pay for one month and then also get two months free. At the end of three months I was to call if I did not want to continue. It took almost 3 weeks before I started getting the newspaper. I only got the paper for 2 1/2 months before the continue notice came. I called to inform the service dept that I was not going to continue the paper ( two days before the expiration), and the paper was promptly discontinued. Now I get a notice that I owe $1.35 and will go to collections!!! Not only do I not owe money; but the Arizona Republic actually owes me 2 weeks of newspaper delivery or a refund!!! I call the service dept. and I get an it lady who tries to tell me I had a two month subscription and knows nothing about my getting the paper delivered 3 weeks late or that I purchased the 3 month special from a trade show in [redacted].Desired Settlement: The $1.35 that I owe is absurd

The Arizona Republic owes me a 2 week refund!!!

They need to correct their computer misinformation

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 his subscription. We have processed a refund for $6.00 for the delay in the start of delivery. Additionally we have verified that the $1.35 balance on Mr. [redacted]'s account has been cleared, and he owes nothing to The Arizona Republic. An email was sent to him on 2/6/14 to inform him of this resolution. Thank you for the opportunity to correct this issue. Sincerely, [redacted]Administrative Assistant to theGannett 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 resolvedI have already received an email from the Arizona Republic that they will correct the problem. Sincerely, [redacted]

Review: I previously had a 3 month subscription to the Arizona Republic (a special 3 months for 1 month). This ended on December 20, 2013 and I cancelled it the week of. I just received a phone call on Monday 1/20 telling me that I still had a $24 credit on my account and would I like to continue receiving the newspaper. I said sure as long as I had the credit. I just checked my bank account and found that I was billed $24.00!!! I called and talked to two customer service people...the first saying OK..and she would transfer me to the correct person. The second then asked me what I was calling about(!)...so I again had to explain the situation and ask why was I billed again.... He explained that my account was credited in December and to continue with the 3 month offer I was billed and will receive the paper till April.....I said I did not realize that I was billed and credited in December and that I was TOLD by the customer service rep on January 20th that I still HAD a $24 credit....if I knew he was LYING and that I'd be billed again, I would not have re-subscribed. And now this other customer service rep told me it was NON-REFUNDABLE since it was a 'special price'...which did not have anything to do with the situation!!!. I did not want or could not afford to pay ANY money as I have been out of work for months!! Please, I need that money refunded as I'm now on food stamps and on government help for my housepayment. I also do believe that the FIRST customer service person on the 20th purposely lied to get a 'sale'.Desired Settlement: REFUND REFUND REFUND !!!!

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 Ms. [redacted].

We truly regret that the terms of the subscription were not verbally explained correctly to Ms. [redacted]. This issue is in the process of being addressed with the vendor, and we will continue stressing the need for solid quality standards with all of our vendors.

[redacted], Customer Support Specialist, spoke with Ms. [redacted] on January 27, 2014. A $24 refund was processed back to Ms. [redacted]’s credit card, and we will honor a three month subscription due to the aggravation we have caused her. Her account is set to cancel on April 20, 2014.

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Thank you for resolving this so fast. As I am out of work and needed that refund ASAP..which they did do. Thank you all at the Revdex.com and to the customer service rep at the Arizona Republic.

For the past ten months they have added a "Balance Forward" charge to my monthly bill which I have never owed. Each time I call and receive an apology and am told to deduct the incorrect charge. On 2/23/16 I spoke to Jordan who checked with his manager and then promised this would never happen again. I just received the April bill and it contains another "Balance Forward" of $4.41. I wonder how many other customers they do this to who simply pay the phony charge. After subscribing for 43 years I am cancelling. [redacted]

Review: The bill I receive for my newspaper delivery is automatically adding an amount for an optional carrier tip, and then including a box to add a carrier tip. Online at their website it shows the amount due, which cannot be edited, and this includes the $4.00 carrier tip, and again, another box to add a carrier tip. The amount should not reflect what is an optional tip, a tip that I always add for the carrier. I have asked for this to be changed, but it keeps appearing....it will get fixed for one billing cycle, and then it's back again. As far as I know, the extra $4.00 included in the statement is not going to the delivery person, but into some company fund. I want the amount due to reflect my actual bill, and then an option to add the carrier tip, not adding the carrier tip automatically.

Thanks.

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] has experienced with his newspaper subscription invoices. Currently there is an issue with our online payment system when breaking outthe subscription cost and carrier tip. The problem seems to be occurring when a tip to a carrier is made during an online payment. Unfortunately, that seems to be triggering our system to add a carrier tip to future invoices. Our system programmers are working to find and resolve the problem, but we currently do not have an estimate as to when this issue might be fixed. We have advised Mr. [redacted] to pay for his subscription via U.S. mail to avoid paying the invoice amount that includes carrier tip, until this issue is resolved. [redacted] and [redacted], Customer Support Specialists, have been communicating with Mr. [redacted] via email regarding his complaint, as they are unable to reach him by phone. His subscription account was researched and a one year payment summary was created and sent via email for his review. The summary specifies how payments were allocated between subscription cost, tax, and carrier tip, confirming that the carrier tip portion has been allocated to the carrier. A custom invoice for May 2015 was also sent to him via email and U.S. Mail. We truly appreciate Mr. [redacted]’s business. If he is in need of further assistance regarding his subscription, please contact Mary 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,[redacted]

Review: I used to subscribe to the newspaper and would receive a bill every year.

I decided not to renew the subscription and did not pay the bill.

I was called on or around the bill due date by sales reps. I told each one I did not want the subscription.

The newspaper continued to be delivered anyway.

They are attempting to collect $55.12 for these products that I did not order.

They are dunning me by telephone at all times of the day and evening.

I called today. A representative told me that the subscription renews automatically. I was not aware of that. When asked, the agent had difficulty identifying the end date of the subscription.

I asked for and was transferred to "[redacted]", employee [redacted] who offered to provide the dispute address so I could write a letter to dispute the charge. When I said that I simply wanted the charge cancelled since I had not ordered it, he asked me what I was willing to do. When I said nothing he became quite snarky and told me that if I wasn't willing to work with them then it was too bad.Desired Settlement: I want the charges for services I did not order to be cancelled.

I want them to stop calling.