The Journal News

[redacted] called on 10/*/14 to stop his paper. The representative offered him $14.00 per month for 3 months beginning November*, 2014. Unfortunately our automatic credit card payments come out on the 1st of the month, and the rep put in the rate change after his credit card had been charged the...

higher rate. Subsequent to that, his account was selected for a rate increase on 10/** up to $37 per month. The letter informing him of this rate increase was generated prior to the rate code adjustment to the promotional rate. He was obviously upset, and the representative gave him a refund of $13.88, but did not give him a subsequent credit to offset the refund. He spoke to another representative on 11/** who saw no record that he was promised a promotional rate. The representative did not look far back enough in the customer's account history to notice that he should have been on this lower, promotional rate. He then justifiably cancelled his service. I called the customer on 11/**. He agreed to give us one more try at $14.00 per month, the promotional rate he was promised. He was happy with the resolution.

The business has responded. Please see below:I have researched the phone calls made to this customer. Her complaint was continued calls after she requested her phone number be removed from the calling list. Our telemarketing department phone records show she was added to the Do Not Call list on...

1/**/15. Unfortunately she did ask to be removed from our list on 10/**/14, but the call was coded incorrectly. I have confirmed with our telemarketing dept that her number is removed from calling and is on our do not call list. I have send a note of apology to her email address.

Review: I complained about the subscription rate.

I received a new rate. Billing was incorrect and I had to call to correct the charges.

Then I received a letter stating that the promotional rate promised is being changed.

I called the call center which had no record of my new rate. In addition, they showed that I was not even paid through the end of the month.

They pro-rated the credit to reduce my subscription period.Desired Settlement: I would like for them to honor their subscription contract and charge the rate promised.

Business

Response:

[redacted] called on 10/*/14 to stop his paper. The representative offered him $14.00 per month for 3 months beginning November*, 2014. Unfortunately our automatic credit card payments come out on the 1st of the month, and the rep put in the rate change after his credit card had been charged the higher rate. Subsequent to that, his account was selected for a rate increase on 10/** up to $37 per month. The letter informing him of this rate increase was generated prior to the rate code adjustment to the promotional rate. He was obviously upset, and the representative gave him a refund of $13.88, but did not give him a subsequent credit to offset the refund. He spoke to another representative on 11/** who saw no record that he was promised a promotional rate. The representative did not look far back enough in the customer's account history to notice that he should have been on this lower, promotional rate. He then justifiably cancelled his service. I called the customer on 11/**. He agreed to give us one more try at $14.00 per month, the promotional rate he was promised. He was happy with the resolution.

Review: I have requested or being interested in Journal News publications.

They keep on throwing their UNSOLICITED printed publications on my driveway. Due to frequent business travel, that package remains uncollected on my driveway. I have already informed my local police in New Castle. They warned me that uncollected mail or newspapers mark my house as unprotected. The area I live in has been targeted by burglars for 5 years.

I contacted The Journal News at least 10 times requesting the delivery stop of their publications. They completely ignore mu legitimate requests.

The most recent call was on June ** at 16:30. I spoke with [redacted]. His [redacted] is allegedly [redacted]Desired Settlement: stop any delivery of all of their publications

Consumer

Response:

At this time, I have not been contacted by The Journal News regarding complaint ID [redacted]. Moreover, they increased the number of deliveries of their publication to my driveway.

This is irresponsible and make my house a target for burglaries (because the blue bag with the paper in it lies unpicked from the driveway).

Sincerely,

Review: Starting in August 20**, I believe that The Journal News has been charging me for a subscription for daily newspaper delivery for 2 copies of the newspaper, when I only requested and have only received one newspaper each day. I have been a subscriber since 2000 for one subscription of one copy of the newspaper for daily delivery. In 20** the billing system changed. Previously, they mail a paper statement or invoice. In 20** I changed to making payment by automatic billing to my VISA card. Since that change, I believe I have been charged for 2 copies of the newspaper instead of one. My records show that my credit card was charged on **/**/** in the amount of $104.05. Since then, every quarter I believe they have been double billing me. I could have been doubled billed prior to that date, but my records don't go back any further. Without receiving an actual bill, I didn't realize the mistake, until now. I have never had, nor received, two copies of the newspaper. My delivery person only delivered one newspaper each day. I attempted to contact The Journal News on August [redacted] to change my subscription and that is when I discovered the error. A representative on Live Chat with the Journal News told me that my records showed I was "signed up for 2 copies" for as far back as her records would show. I called the company and spoke to [redacted] on August [redacted] requesting to receive a refund for the 5 years of overpayment. I called again on August [redacted], but was unable to reach [redacted], so I spoke to [redacted], who couldn't help me. I called again a month later on Sept [redacted], spoke to a [redacted] and an [redacted], to try to resolve the issue again. Unfortunately, each time I was informed that the matter was sent to the accounting department who have the authority/ability to resolve the issue but have to do research first. The accounting department emails the original representative I contacted, [redacted], who is supposed to give me a call. No one else except for that representative knows what the accounting department determined. I can't call that representative directly, but the current representative can contact the accounting again and give me a call back in 7-10 days or try to reach [redacted]. I never heard back from any of the representatives, and could never follow-up with anyone I spoke to previously, because there is no way for me to reach them. In other words, I have been unable to resolve this matter with The Journal News over the phone. According to my records, the charges to my VISA were as follows: 8/**/**-$104.05, 11/**/**-$117.01, 02/**/09-$117.01, 05/**/09-$1**.56, **/**/09-$114.47, 11/**/09-$124.25, 02/**/10-$124.23, 05/**/10-$124.25, **/**/10-$104.14, 11/**/10-$124.25, 02/**/11-$124.25, 05/**/11-$124.25, **/**/11-$107.31, 11/**/11-$114.72, 02/**/12-$115.78, 05/**/12-$124.25, **/**/12-$145.06, 11/**/12-$140.10, 02/**/**-$150.01, 5/**/**-$150.01 I believe that the Statute of Limitations for breach of written contract is 6 years in New York, so I am entitled to remedy for the billing errors from 20** to current.Desired Settlement: According to my records, The Journal News owes me approximately $1,200 for double billing starting in 20**. I would like to receive a full refund for the second newspaper copy for which I was billed in error and never received. (If I had started receiving 2 copies, I would have know there was a problem.) I would like to receive a written account statement detailing the amount I was billed, exactly what the billing was for, how much I should have been billed for one copy, and what the overpayment I paid was, since 1/**/20**. The refund can be in the form of a check or credit to my credit card.

Business

Response:

Customer: [redacted]

The following account has processed a claim with the Revdex.com, in regard to overages of service dating as far back as 20**.

According to our records the customer was once on a promo to pay for a paper & received an additional paper for free. However,

when the promotion ended, the system left the number of copies at 2 without changing the rate. Because the customer only called for vacations, it was never noticed that there was a billing error. So as implied by the customer we have indeed overcharged from 8/**-8/**. The amount to be refunded has

actually totaled $1234.56

8/**/**= $52.03

2/**/09=$58.51

5/**/09=$56.78

8/**/09=$57.24

11/**/**= $58.51

2/**/10=$62.**

5/**/10=$62.**

8/**/10=$52.07

11/**/09= $62.**

2/**/11=$62.**

5/**/11=$62.**

8/**/11=$53.66

11/**/10= $62.**

2/**/12=$57.89

5/**/12=$62.**

8/**/12=$75.53

11/**/11= $57.36

11/**/12= $70.05

2/**/**= $75.01

5/**/**= $75.01

Resolution: We have submitted there fund request. Once it goes through the chain of approvals the refund will be sent to the customer.

Review: The Journal News stopped our delivery in June 2014, but continued to debit $28 per month from our checking account for June July and August 2014. My husband thought I cancelled the paper and I thought he cancelled it. I phoned The Journal News 3 times from the end of July through August *, to correct the problem and get a refund. The company refused a refund for June and July, so I cancelled the subscription and the company did refund the August payment for upcoming deliveries. All 3 times I explained that we did not receive any newspaper in June and July. But the refund was denied because they claim our notification of the problem was not given soon enough. However, the subscription agreement does not mention any specific time in which we must give notice of a delivery problem. I even asked a supervisor, on August *, where the company lists a time requirement for notification. He said there is not one, but the company "prefers" notice be given soon.

I explained that I phoned as soon as we became aware of the problem, and asked if the company tried to find out what happened to our delivery. They did not. NYS Uniform Commercial Code [redacted] states that where delivery of goods fails to conform to contract, the risk of loss remains on the seller. So I request a $56 refund for June and July 2014. Thank you.Desired Settlement: Refund of $56 total for non-delivered newspaper, for June and July 2014, (which cost $28 per month).

Business

Response:

The business has responded; please read below:

Reviewed history of customer account. Customer claimed no delivery for Jun-August of 2014 and requested a $56.00 Refund. Our research found that a substitute carrier was on this route and delivery may not have occurred during that time. Issued a refund request for $56.00 to resolve this complaint. Refund should be processed and received via a check to customer within 10-14 business days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and will be resolved once the refund check is received.

Thank you for your help.

Sincerely,

Review: I placed an on-line order for Mon-Sun print delivery for $2.99/mo. Received email confirmation that subscription was receive and processed, but I would be billed $14/mo. Called on at least 3 occasions to resolve and each time was told I would get a return call. This never happened. I have PDFs documenting the entire scenario. Want them to honor the pricing I signed up for.Desired Settlement: Want them to honor the price I signed up for

Business

Response:

The business has responded. Please see below:I received a copy of the mail piece from our circulation marketing department. The mail piece clearly states that the offer is Mon-Sun Delivery for $2.99 per week. The customer mis-read the mail piece.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The customer did NOT misread the ad. Attached is a screenshot of the order I submitted to the Journal News. It clearly states in TWO places that the subscription price as $2.99/mo. I did not misread this price. Oddly, I also disputed the $14.00 charge they applied against my [redacted]. Today [redacted] informed me that the dispute was resolved and the vendor adjusted the price by the disputed difference of $11.01. This is fine but I don't want to have to dispute these charges for the next 5 months. Journal news has to honor my documented order and fix their offer webpage if necessary.Sincerely[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for sending. I have informed our promotions department and they have fixed the confirmation email to reflect the correct rates going forward. The customer says he was given credit for the 1st month of the promotion. I don’t see that appearing on his account. Sometimes these credit card chargebacks take a while to show up on the customer’s account. We will honor the $2.99 rate for the 6 months. I will keep an eye on his account for the chargeback from his credit card and then issue credit for the difference. A better resolution would be for him to give us a 1 time payment for the 6 months, and then I can credit his account so it is paid through for the next 6 months. If he wants he can call me directly to make the payment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I cancelled my subscription to The Journal News. I told them I did not want to endorse their unethical reporting practices. I asked to not be contacted. Since then I had received periodic sales calls to renew my subscription. I firmly told them I am not interested, and asked not to be contacted again. This happened 3 times, I asked not to be contacted. In the past 2 weeks I have been called daily, even twice a day, by a salesperson from the Journal News. These calls come when I am at work, or late when I am just getting home. This is now harassment. I have not answered any of the calls, since I am usually at work and I cannot use my cell phone at work. This is very frustrating, this sales team contacts me constantly even though I told them I am not interested. This is obviously an unethical company, desperate for money and harassing people.Desired Settlement: I wish there was something I could get reimbursed for. But how do I value my time and frustrations? What is the cost of my cell phone ringing at work? Obviously the Journal News doesn't care.

Business

Response:

The customer's complaint was they were receiving unwanted telemarketing calls from our organization. She has been added to our internal do not call list. She will not receive any more telemarketing calls. Her account has also been flagged as a do not call in our system. The phone number number in her account that was added is ###-###-####.

If there are any additional phone numbers that she wishes to add, she will need to provide to us.

Review: [redacted] Publishing and The Journal News have a method of snaring customers that involves great trickery and fraud. They also will continue to send e-mail and add your e-mail top other spam URLs at their discretion and well after you send e-mail and call requesting that they cease and desist.They deliver their awfully written and managed paper to homes that have never requested or done business with them before systematically and on numerous occasions - it just shows up a few days a week. Then they will submit a bill for delivery or send a collector form the delivery service to actually knock on your door. this has happened both in my current home in Tarrytown as well as in the past at my old residence in [redacted]. I've heard stories form my colleagues and patients alike of the same chicanery! I wonder how many poor unsuspecting hard-working Westchester citizens they trick into subscribing to this poor representation of the news and ads. it's a shameful practice by a company that is failing and resorting g to fraud, misrepresentation and trickery to attempt to save it's dying and pitiful brand.Desired Settlement: stop the unwanted / unrequested papers and people from showing up - it's a waste of precious paper as they go straight into the trash can and tell [redacted] to desist and cease the improper business practice of fraud and trickery to attempt to gain traction and save their failing brand

Business

Response:

The business has responded by stating:

"Please see my response/resolution to this complaint:

1. Customer complained that he was receiving unwanted email from us. I placed his email address: [redacted] on our ‘Do not email’ list.

2. He says that our paper was being delivered to his address, [redacted]. Our Free paper, Express publications was active at this address. A stop was processed and we informed our carrier that his address was a ‘hot stop’. Our field personnel went to his location, picked up the paper that was delivered, and knocked on the door to attempt to speak to this customer. Either no one was home, or they did not come to the door.

3. He says in his complaint that he received a bill from us, and that a collector came and knocked on our door. The publication he was receiving is a free publication and is not billed. In addition, we do not have collectors going door to door.

4. To ask him about the billing issued he mentioned, we attempted to call the phone numbers listed on the complaint. Messages were left on both numbers, work and home, and to date we have not received any return calls from the customer.

There is nothing more we can do without speaking to the customer so he can explain more about this billing issues he describes. He can feel free to contact me directly at [redacted]

Review: I constantly receives calls from their sales department asking if I want a subscription for the LOHUD newspaper. I've told them to please stop calling because I do not want their paper. I've asked them several times to please take my phone number and mailing address off your list.

They continue to call us even though I've requested foe them to stop.

I called the Main number at THE JOURNAL NEWS [redacted] They claim that they will remove my name but they continue to call and harass me. PLEASE HELPDesired Settlement: STOP CONTACTING ME and send me a letter that addresses their actions and a apology for not respecting my first request to have my name, address, and phone number removed from your database.

Business

Response:

The business has responded. Please see below:I have researched the phone calls made to this customer. Her complaint was continued calls after she requested her phone number be removed from the calling list. Our telemarketing department phone records show she was added to the Do Not Call list on 1/**/15. Unfortunately she did ask to be removed from our list on 10/**/14, but the call was coded incorrectly. I have confirmed with our telemarketing dept that her number is removed from calling and is on our do not call list. I have send a note of apology to her email address.