[redacted] , I sincerely apologize for your recent experience with our Customer Service DepartmentI do show that we have refunded the payment of $on 10/17/I am also looking into why the amount was a different price that you may have saw when you purchased it on our websiteThis is the first time I have heard of this issue and I have our IT department looking into this for meWe are also reviewing our current procedures around canceling service through email and we do appreciate that you have brought this issue to our attention Sincerely, [redacted] Consumer Sales Manager Fort Collins Coloradoan [redacted] @Coloradoan.com
Complaint: [redacted] I am rejecting this response because: I still have not received anything that says my account is cancelled Also, why did I not receive the full amount of my refund How do I know that my account will not be charged again next month, and if it is, what do I have to show that it is a mistake Just some questions that need to be answered and addressed Regards, [redacted]
[redacted] , Good afternoonAttached is a screenshot of our circulation system verifying that your account is currently stoppedIn the attachment, there is a section that reads Sub TypThe X next to that means that the account is inactive and we have closed the account downYour credit/debit card will not be charged again because we have completely removed it from our systemI believe that the difference of $in the refund amount was due to an accounting errorI will ask them to adjust that and mail you the differencePlease let me know if there is anything that I can help you with or clarify for you Sincerely, [redacted] Consumer Sales Manager Fort Collins Coloradoan [redacted] @Coloradoan.com
We apologize for any confusion that Mrs*** may have encountered through our Customer Service RepresentativeThe promotional rate of $for the first three months was designed to be a web only special so the promotion was not set up through our Customer Service phone lineThis promotion will be
added through our Customer Service phone line as well as our online subscribe websiteWe will honor the promotional rate for this customer and their new expiration date will be 1/2/We would like to apologize for any inconvenience this may have caused and would like to thank Mrs*** for subscribing to the Coloradoan
Sincerely,
*** ***
Consumer Sales Manager
Fort Collins Coloradoan
***
***@Coloradoan.com
Revdex.com:
I have reviewed the response made by the Coloradoan and find that this resolution by then to offer me a free month of Sunday service and passing the blame to their carrier is unsatisfactoryThere have been more than issues filed over the last year, Coloradoan only shows reported delivery issues, which continues to support my reasoning for canceling serviceNot sure what is going on with your customer service that only shows we reported problems but that sounds more like how many times we have reported problems since September and more like or more over the last yearThis explains why I have not been credited appropriately for delivery issues over the last year. Understand having carrier turnover is difficult to manage but when your customers suffer you may have more of a problem than you thinkI will have to respectfully decline your offer to resolve the issue by giving me a free month cause I feel that the Coloradoan has had my trust to resolve the issue over the last year and has failedA refund as requested before would be appropriate and due to me with good reason. Good luck with correcting delivery problems in our area and hopefully your able to retain customers
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Thank you for all your help!
*** ***
We sincerely apologize for [redacted]'s recent billing experience in regards to her Coloradoan newspaper subscription. On July 13, 2016, Mrs. [redacted] called into the Coloradoan's Customer Service department to request a newspaper vacation stop. During the call, the customer service representative...
informed Mrs. [redacted] that if she were to sign up on the EZ Pay program she would be able to receive a reduction of her subscription price. Mrs. [redacted] provide the customer service representive her routing and checking account number which was then applied to her account for future automatic withdrawals. On August 9, 2016 the first automatic withdraw was made in the amount of $33.62, which covered the home delivery period from 7/25/16 to 9/25/16. Mrs. [redacted] then contacted the Coloradoan to request removal from EZ Pay as well as a refund of the withdrawn amount. On August 12th a refund request was generated for $33.89 however, due to the fact that the automatic withdraw was processed as a bank draft, a physical check was generated and mailed as we are not able to send the funds directly back into the customers bank account. During the refund period, it appears Mrs. [redacted] may have disputed the charge directly through her bank. This caused her Coloradoan newspaper subscription account to appear three months past due and the billing system automatically re-pulled an additional payment of $39.77 so the Coloradoan account did not shut off due to non-payment. We do understand how the automatic withdraw may be an inconvenience and apologize for any confusion that may have occurred from the conversation with our customer service representative. A full refund of $39.77 has been generated and Mrs. [redacted] should receive a physical check within 10-15 business days. We have also closed out this Coloradoan subscription account to avoid any billing confusion in the future and have set up a six month complimentary home delivery subscription for Mrs. [redacted] to show our sympathy for how this situation may have effected her. Mrs. [redacted] indicated that she wish to speak with myself and Mrs. W[redacted]'s Supervisor and is more than welcome to contact the Coloradoan's President, Kathy J[redacted] to express her concerns. She can be reached via email at KathyJ[redacted] or via phone at [redacted].Sincerely,Brandon T[redacted]Consumer Marketing & Sales ManagerFort Collins Coloradoan[redacted]BrandonT[redacted]
Good afternoon Mr. [redacted]. I sincerely apologize for your recent experience. I did review your account and see that you began a Coloradoan subscription on 11/28/15 and apologize that our carrier did not see the new subscription start come through on their delivery list. Unfortunately we did not see...
any correspondence from you in regards to the lack of delivery until you canceled your subscription today 12/22/15. We have processed a refund of $27.30 and you should expect to receive it within the next 5-10 business days. The $27.30 amount was from one charge for $14.30 on 11/28 and one charge for $13.00 on 12/9. Please let me know if you have any additional questions or concerns and hope you have a great rest of your day.Sincerely,Brandon T[redacted]Consumer Sales ManagerFort Collins Coloradoan[redacted]BrandonT[redacted]@Coloradoan.com
Complaint: [redacted]
I am rejecting this response because: I still have not received anything that says my account is cancelled. Also, why did I not receive the full amount of my refund. How do I know that my account will not be charged again next month, and if it is, what do I have to show that it is a mistake. Just some questions that need to be answered and addressed.
Regards,
[redacted]
I sincerely apologize for your recent experience with our Customer Service Department. I do show that we have refunded the payment of $6.73 on 10/17/14. I am also looking into why the amount was a different price that you may have saw when you purchased it on our website. This is...
the first time I have heard of this issue and I have our IT department looking into this for me. We are also reviewing our current procedures around canceling service through email and we do appreciate that you have brought this issue to our attention.
Sincerely,
[redacted]
Consumer Sales Manager
Fort Collins Coloradoan
[redacted]@Coloradoan.com
[redacted],
Good afternoon. Attached is a screenshot of our circulation system verifying that your account is currently stopped. In the attachment, there is a section that reads Sub Typ. The X next to that means that the account is inactive and we have closed the account down. Your credit/debit card will not be charged again because we have completely removed it from our system. I believe that the difference of $0.01 in the refund amount was due to an accounting error. I will ask them to adjust that and mail you the difference. Please let me know if there is anything that I can help you with or clarify for you.
Sincerely,
[redacted]
Consumer Sales Manager
Fort Collins Coloradoan
[redacted]
[redacted]@Coloradoan.com
Mr. [redacted],We apologize for any poor delivery service that you may have received. Our records indicate that the carrier missed your delivery 4 times in the past year and the credit for the missed delivery has been applied to your account each time. Unfortunately over the past 6 months we have had...
some carrier turnover in your area so it does take some time for new carriers to learn the delivery route. We again apologize for any inconvenience that this may have caused. We do appreciate your business and would like to extend a one month delivery credit to your account to get the delivery issues corrected and addressed. Please feel free to email or call me if you would like to take advantage of the free month of Sunday delivery. Sincerely,[redacted]Consumer Sales Manager[redacted]
[redacted]
[redacted]
[redacted] , I sincerely apologize for your recent experience with our Customer Service DepartmentI do show that we have refunded the payment of $on 10/17/I am also looking into why the amount was a different price that you may have saw when you purchased it on our websiteThis is the first time I have heard of this issue and I have our IT department looking into this for meWe are also reviewing our current procedures around canceling service through email and we do appreciate that you have brought this issue to our attention Sincerely, [redacted] Consumer Sales Manager Fort Collins Coloradoan [redacted] @Coloradoan.com
Complaint: [redacted] I am rejecting this response because: I still have not received anything that says my account is cancelled Also, why did I not receive the full amount of my refund How do I know that my account will not be charged again next month, and if it is, what do I have to show that it is a mistake Just some questions that need to be answered and addressed Regards, [redacted]
Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, *** ***
[redacted] , Good afternoonAttached is a screenshot of our circulation system verifying that your account is currently stoppedIn the attachment, there is a section that reads Sub TypThe X next to that means that the account is inactive and we have closed the account downYour credit/debit card will not be charged again because we have completely removed it from our systemI believe that the difference of $in the refund amount was due to an accounting errorI will ask them to adjust that and mail you the differencePlease let me know if there is anything that I can help you with or clarify for you Sincerely, [redacted] Consumer Sales Manager Fort Collins Coloradoan [redacted] @Coloradoan.com
We apologize for any confusion that Mrs*** may have encountered through our Customer Service RepresentativeThe promotional rate of $for the first three months was designed to be a web only special so the promotion was not set up through our Customer Service phone lineThis promotion will be
added through our Customer Service phone line as well as our online subscribe websiteWe will honor the promotional rate for this customer and their new expiration date will be 1/2/We would like to apologize for any inconvenience this may have caused and would like to thank Mrs*** for subscribing to the Coloradoan
Sincerely,
*** ***
Consumer Sales Manager
Fort Collins Coloradoan
***
***@Coloradoan.com
Revdex.com:
I have reviewed the response made by the Coloradoan and find that this resolution by then to offer me a free month of Sunday service and passing the blame to their carrier is unsatisfactoryThere have been more than issues filed over the last year, Coloradoan only shows reported delivery issues, which continues to support my reasoning for canceling serviceNot sure what is going on with your customer service that only shows we reported problems but that sounds more like how many times we have reported problems since September and more like or more over the last yearThis explains why I have not been credited appropriately for delivery issues over the last year. Understand having carrier turnover is difficult to manage but when your customers suffer you may have more of a problem than you thinkI will have to respectfully decline your offer to resolve the issue by giving me a free month cause I feel that the Coloradoan has had my trust to resolve the issue over the last year and has failedA refund as requested before would be appropriate and due to me with good reason. Good luck with correcting delivery problems in our area and hopefully your able to retain customers
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Thank you for all your help!
*** ***
We sincerely apologize for [redacted]'s recent billing experience in regards to her Coloradoan newspaper subscription. On July 13, 2016, Mrs. [redacted] called into the Coloradoan's Customer Service department to request a newspaper vacation stop. During the call, the customer service representative...
informed Mrs. [redacted] that if she were to sign up on the EZ Pay program she would be able to receive a reduction of her subscription price. Mrs. [redacted] provide the customer service representive her routing and checking account number which was then applied to her account for future automatic withdrawals. On August 9, 2016 the first automatic withdraw was made in the amount of $33.62, which covered the home delivery period from 7/25/16 to 9/25/16. Mrs. [redacted] then contacted the Coloradoan to request removal from EZ Pay as well as a refund of the withdrawn amount. On August 12th a refund request was generated for $33.89 however, due to the fact that the automatic withdraw was processed as a bank draft, a physical check was generated and mailed as we are not able to send the funds directly back into the customers bank account. During the refund period, it appears Mrs. [redacted] may have disputed the charge directly through her bank. This caused her Coloradoan newspaper subscription account to appear three months past due and the billing system automatically re-pulled an additional payment of $39.77 so the Coloradoan account did not shut off due to non-payment. We do understand how the automatic withdraw may be an inconvenience and apologize for any confusion that may have occurred from the conversation with our customer service representative. A full refund of $39.77 has been generated and Mrs. [redacted] should receive a physical check within 10-15 business days. We have also closed out this Coloradoan subscription account to avoid any billing confusion in the future and have set up a six month complimentary home delivery subscription for Mrs. [redacted] to show our sympathy for how this situation may have effected her. Mrs. [redacted] indicated that she wish to speak with myself and Mrs. W[redacted]'s Supervisor and is more than welcome to contact the Coloradoan's President, Kathy J[redacted] to express her concerns. She can be reached via email at KathyJ[redacted] or via phone at [redacted].Sincerely,Brandon T[redacted]Consumer Marketing & Sales ManagerFort Collins Coloradoan[redacted]BrandonT[redacted]
Good afternoon Mr. [redacted]. I sincerely apologize for your recent experience. I did review your account and see that you began a Coloradoan subscription on 11/28/15 and apologize that our carrier did not see the new subscription start come through on their delivery list. Unfortunately we did not see...
any correspondence from you in regards to the lack of delivery until you canceled your subscription today 12/22/15. We have processed a refund of $27.30 and you should expect to receive it within the next 5-10 business days. The $27.30 amount was from one charge for $14.30 on 11/28 and one charge for $13.00 on 12/9. Please let me know if you have any additional questions or concerns and hope you have a great rest of your day.Sincerely,Brandon T[redacted]Consumer Sales ManagerFort Collins Coloradoan[redacted]BrandonT[redacted]@Coloradoan.com
Complaint: [redacted]
I am rejecting this response because: I still have not received anything that says my account is cancelled. Also, why did I not receive the full amount of my refund. How do I know that my account will not be charged again next month, and if it is, what do I have to show that it is a mistake. Just some questions that need to be answered and addressed.
Regards,
[redacted]
[redacted],
I sincerely apologize for your recent experience with our Customer Service Department. I do show that we have refunded the payment of $6.73 on 10/17/14. I am also looking into why the amount was a different price that you may have saw when you purchased it on our website. This is...
the first time I have heard of this issue and I have our IT department looking into this for me. We are also reviewing our current procedures around canceling service through email and we do appreciate that you have brought this issue to our attention.
Sincerely,
[redacted]
Consumer Sales Manager
Fort Collins Coloradoan
[redacted]@Coloradoan.com
[redacted],
Good afternoon. Attached is a screenshot of our circulation system verifying that your account is currently stopped. In the attachment, there is a section that reads Sub Typ. The X next to that means that the account is inactive and we have closed the account down. Your credit/debit card will not be charged again because we have completely removed it from our system. I believe that the difference of $0.01 in the refund amount was due to an accounting error. I will ask them to adjust that and mail you the difference. Please let me know if there is anything that I can help you with or clarify for you.
Sincerely,
[redacted]
Consumer Sales Manager
Fort Collins Coloradoan
[redacted]
[redacted]@Coloradoan.com
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Mr. [redacted],We apologize for any poor delivery service that you may have received. Our records indicate that the carrier missed your delivery 4 times in the past year and the credit for the missed delivery has been applied to your account each time. Unfortunately over the past 6 months we have had...
some carrier turnover in your area so it does take some time for new carriers to learn the delivery route. We again apologize for any inconvenience that this may have caused. We do appreciate your business and would like to extend a one month delivery credit to your account to get the delivery issues corrected and addressed. Please feel free to email or call me if you would like to take advantage of the free month of Sunday delivery. Sincerely,[redacted]Consumer Sales Manager[redacted]
[redacted]
[redacted]