The Avedis Group

The Buffalo News received an email to our [redacted] @ [redacted] .com email address from Mr [redacted] on Tuesday November 24, regarding receiving multiple solicitation emails since stopping his subscription on January 25, Mr [redacted] stated that he had clicked the unsubscribe button on numerous emails; however, he continued to receive emailed offers from the Buffalo News A reply was sent to Mr [redacted] on Wednesday November 25, informing him that his email address was attached to his previous account and that it would be removed immediately to stop him from receiving any future emailed offersHis emailed address was deleted, but the initial email response should have also noted that it can take up to days to clear his email address completely from our system We apologize for this confusion and for Mr [redacted] 's email address not being removed any previous times he stated that he contacted usIf there are any further questions related to this issue, please contact Jordan I., Customer Service Manager at ###-###-####Jordan I/ Customer Service Manager The Buffalo News, a Berkshire Hathaway Company

Upon starting the newspaper September 26, 2009, this subscriber received a "welcome letter" that informed him of the Buffalo News subscription order and billing policiesThis letter encompasses the details regarding billing and cancellation processesThese details are also included on the front of the subscriber invoice/renewal notice which is mailed three weeks prior to the paid subscription expirationThe invoice reads as follows: • Your subscription (print/digital) will continue and accrue charges unless you call The Buffalo News to cancelSince starting of the subscription, this subscriber has successfully contacted the Subscriber Service Call Center by phone over forty times to complete temporary vacation stops and to report service related issues for account credits during the seven year subscription tennHaving successfully contacted Subscriber Services by phone numerous times during the course of the subscription would support that a phone call would have accomplished the cancellation request as needed in May Even though, the paid subscription term ended May 12, 2016, the account remained active and newspapers were delivered during the renewal grace period until we were contacted with the cancellation requestThere were three renewals notices mailed ( 4/25/16, 6/13/16, /4/16) requesting actionThe subscription was cancelled effective July 9, per a direct phone call to Subscriber Services after Sophie handled the callThe remaining balance on the account is $for newspapers delivered from 5/12/13-7/8/As a long term subscriber who renewed manually in a timely manner, we will extend a gesture of goodwill by writing-off the current balance and cease all collection efforts for this accountPlease contact me if there are any further questions related to this issueRegards, Jennifer PCustomer Service Manager

The Buffalo News has been in contact with [redacted] regarding a payment of $We were first contacted by Ms [redacted] on 11/2/Her Buffalo News subscription was stopped on 10/18/due to an outstanding paymentWhen we were contacted Ms [redacted] stated the she made a payment on the web for $on 10/22/When we informed her we did not see her payment in our system she stated she would contact her bank and call us backWe received a mailing from Ms [redacted] with a copy of her bank statement attached showing a payment of $from her checking account with the description 'Buffalo News Bill Payment.' On 11/18/one of our representatives left her message informing her that we would need either the Buffalo News account number that was listed on her payment or we would need to contact the bank to have them fax or email us a copy of the payment informationI have recently been in contact with Ms [redacted] (1/4/16) to inform her that we have not received the correct information from the bank and that we are unable to locate her paymentA message has been left for Ms [redacted] (on 1/6/16) to contact me so that I can call her bank with her to inform them of the exact information we need to determine where the payment was sentWe apologize for any confusion or inconvenience this has causedIf there are any further questions, please contact Jordan I., Customer Service Manager at ###-###-####

The $is being refunded to the customer's credit cardThe process can take to business days because the account has to be credited first and then the refund transaction has to be processedWe apologize for any confusion; however, the customer will receive the refund for $If there are any other questions, I can be contacted at ###-###-#### Jordan ICustomer Service Manager The Buffalo News

In September of the billing terms for the Buffalo News were changed from weekly to monthlyPrices were also increased at this time.Traditionally, we have billed subscribers based upon a weekly term where customers paid aselected number of weeksWe decided to simplify our billing and follow the industry standard of monthly billingWe recalculated our subscription rates to cover a single month regardless ofthe number of days (28-31) in that monthThis change affected all of our subscription rates.This customer was a seven-day home delivery subscriberWe were contacted by the customeron 1/23/to stop the subscription due to the price increaseThe subscription was stopped onthe expiration date of 1/29/17.The customer's yearly rate was previously $The price was increased to $yearly as of 9/11/The customer was mailed subscription renewals with the monthly terms and newpriceThe first renewal was mailed on 8/24/and a second was mailed on 10/17/16.The customer contacted Buffalo News Subscriber Services ( [redacted] ) on 10/27/andspoke with one of our customer service representativesThe representative explained the billing and price changesThe customer said she refused to pay monthly terms and was going to calculate her billing using weekly terms.We apologize if there was any confusion, regarding the subscription price increase, caused by the conversation with our service representative on 10/27/17.If there are any further questions related to this issue, please contact Jordan [redacted] ,Customer Service Manager, at ( [redacted] )

A Sunday & holiday subscription was started on 12/28/for this customerAt that time the customer made a one-year paymentUpon the start of the subscription the customer was mailed a welcome letter which stated the subscription would continue unless the Buffalo News was directly contacted to stop serviceThis was also stated on bills that were mailed on 11/23/15, 12/28/and 1/11/ The customer spoke with an agency that we use to collect payments in January At that time the customer made a payment of $After the customer spoke with one of our phone representatives on 1/26/the subscription was stopped for 1/29/The payment of $and the $balance was for paper deliveries made after the initial payment ran outHowever, due to any confusion I have eliminated the customer's $balance and will provide a one-time credit of $for the January paymentThis $credit will be refunded back to the credit card used to make the payment We apologize for any confusion or inconvenience this has causedIf there are any further questions, please contact Jordan I., Customer Service Manager at ###-###-#### Jordan I./Customer Service Manager The Buffalo News