The News Journal Media Group

I did speak with Mr. [redacted] and did advise him that all SAVE deliveries would not be delivered to his property any more. I have provided him with my name and number and requested that if any more deliveries were made to his home if he would please call me and I will have the unwanted paper removed. I did respond in a timely manner to Mr. [redacted]’s request but neglected to respond to the Revdex.com complaint. My apologies for not closing the loop and responding to the complaint.   Sincerely,

Dear Ms [redacted], I do not see on your account 15.17 was deducted from your account. If you provide my with your billing statement by faxing it to [redacted] I will investigate the matter. I do see that the customer service representative provided you with a $5.00 credit on 3/5/15 and...

another representative provided you with a credit of 7.80 on 3/31. I did process a refund for $8.67 to your credit card on 5/9/15. If you do not see the credit on your account please call me and I will investigate the issue further.   Sincerely, Circulation and Customer Service Coordinator

Revdex.com of Delaware,First, this complaint went into my junk mail box which I do not understand as I have received many Revdex.com complaints and responded in the past. I have called [redacted] and left my contact information for him to give me a call and I will discuss the paper portion of the...

credit that is issued for a missed delivery. I will follow up with the Director of our Customer Service center to see why [redacted]'s supervisor did not return his call. He is also wanting an additional 3.08 which I will discuss with him as well.I will email to you again after I have spoken with [redacted]Sincerely,[redacted]
[redacted]
*

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

[redacted] Mr. [redacted] did call me back today. I did apologize for the customer service representative not offering the correct rate. I did advised him that the .99 cents offer must be paid by a credit card but I could process a onetime payment for the year and remove his credit card after the charge...

was processed. He did decline my offer but I advised him to keep my name and number and if he chose to start the paper at a future time I would be happy to assist him. Thank you, [redacted]

Revdex.com,I called Mr. [redacted] and explained the 4 special Editions through out the year and advised him that I did not see a charge as of yet for the billing of the $1.00 but I did offer to stop save him to the last rate he was on of $29.00 a month and I also advised him that I would be happy to assist...

him with any future billing issues or delivery issues. Thank you,

I did call to Ms. [redacted] and leave her a message again to call me back. She did receive the refund on 12/9/15. Thanks, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,

Review: After repeated requests over the last two years, I continue to have the "Yes" Paper randomly delivered to my home. They stop for a period of time, even months, then out of the blue they get delivered again every week. I have never subscribed to this paper or any other paper that The News Journal publishes. It seems to be the same way for other neighbors on my street. Both homes on both sides of me are empty and have been for over a year. These papers also randomly get delivered to these homes too. I am sick of picking up these papers and putting them in the trash. A paper that no one asked for or subscribed to that is tossed on random lawns is littering.

Never got names when contacting The News Journal. First time I managed to find an email address. The second time I found a phone number in the paper. Third time I called the 800 number found on www.delawareonline.comDesired Settlement: An explanation of their policy for delivery of these papers. A change of policy if necessary to prevent delivery to those whom do not subscribe. At the very least, form a "DO NOT DELIVER" list similar to a do not call list to insure delivery does not occur when requested or otherwise a way to OPT OUT. And I request that they NEVER deliver to my address again.

Business

Response:

[redacted]he District Manager for your delivery area has taken care of the problem with the unwanted YES publications being delivered to the shared driveway with the other residents. I beleive he has spoken directly with you to resolve your issue.

If you need further assistance, please do not hesitate to contact me.

Review: An unauthorized amount of $15.17 was taken out of my account on 3/12/15. I called and was supposed to get refunded that amount plus a$5.00 credit for newspapers not received, a total of $20.17. I also cancelled my service on that date before the new month charges were to occur. I received $12.37 back on my credit card. I have called andthree times since then to get refu the $7.80 I am still owed. I have repeatedly been told they are putting the $7.80 back on my card and it hasn't happened.Desired Settlement: I would like the $7.80 refunded to my credit card.

Business

Response:

Dear Ms [redacted], I do not see on your account 15.17 was deducted from your account. If you provide my with your billing statement by faxing it to [redacted] I will investigate the matter. I do see that the customer service representative provided you with a $5.00 credit on 3/5/15 and another representative provided you with a credit of 7.80 on 3/31. I did process a refund for $8.67 to your credit card on 5/9/15. If you do not see the credit on your account please call me and I will investigate the issue further. Sincerely, Circulation and Customer Service Coordinator

Review: In September of 2012, I changed my delivery preference through an online website to Sundays only. My preference for Sunday-only delivery is for the advertisements. Since this time, I have had numerous delivery and billing issues-delivery on days other than Sunday, bills incorrect, promises of return calls, wet newspapers, etc. Discussing this with neighbors and my family, these appear to be common problems with The News Journal.

My latest problem was another wet newspaper for my Sunday delivery. I called and reported this. I had to follow up via the online complaint for a response on action being taken and was told via email that my account would be credited. When my bill arrived on September 10, 2014, it showed a credit for $0.24 on billing that I received on September 10, 2014. I pay $17 per month for Sunday delivery which is $3.40 per delivery for the 5 Sundays in August.

On September 11, 2014 at 8:11 am EDT, I called The News Journal at [redacted]. Following a long “hold” time, the customer representative then gave a long explanation of what they would refund which did not correspond to what I paid. I asked to speak to a supervisor. After another long “hold”, the representative came back and told me they would credit the newsstand price of $2 as a “one time” credit. I asked a second time to speak to a supervisor and after another long “hold” was connected to [redacted], who explained that there was a policy change effective February 2012 of online access along with delivery. I tried to ask questions but he kept cutting me off so I still do not completely understand the policy but it involved online access to the paper. I do not recall a mention of a policy similar to what [redacted] lectured me on with reduced credits for delivery issues. I tried to explain this to [redacted]. I also mentioned that I had recently reported via the email complaint address that a page was missing from a recent online edition with no response. He offered to connect me to another person to discuss the online problem, but it had been over 20 minutes including the numerous times I was put on hold and I was tired of dealing with the rudeness.

Very frustrated, I asked to escalate and he said within 24-48 hours I would be contacted by his supervisor. I gave him a number to reach me during the day (not my home number). He gave me a number of the local office to call for a copy of the February policy 2012 letter.

I called the local Delaware office immediately afterward and spoke to [redacted]. I asked for a copy of the February 2012 letter. After another “hold”, she said they had a version of the letter without an address, etc. She said she would email it to me and verified my email address.

As of now on Monday, September 15 after the 48 hours:

1. I have not received a call back from [redacted]’s supervisor.

2. I have not received the email from [redacted] on the policy change.Desired Settlement: 1. Copy of their “policy” including refund amounts I should expect for delivery issues

2. Explanation of what to do when pages from your online edition are missing

3. Explanation on why a return call from [redacted]’s supervisor did not occur

4. Explanation on why the policy was not emailed to me as promised

5. Refund credit of the remaining $3.16

Business

Response:

Revdex.com of Delaware,First, this complaint went into my junk mail box which I do not understand as I have received many Revdex.com complaints and responded in the past. I have called [redacted] and left my contact information for him to give me a call and I will discuss the paper portion of the credit that is issued for a missed delivery. I will follow up with the Director of our Customer Service center to see why [redacted]'s supervisor did not return his call. He is also wanting an additional 3.08 which I will discuss with him as well.I will email to you again after I have spoken with [redacted]Sincerely,[redacted]

Consumer

Response:

Review: The News Journal litters my property weekly with a "saver" circular that is unsolicited. When asked to stop delivery of this circular a representative of the paper assured me that I would no longer receive it. However, the circular still litters my property weekly.Desired Settlement: To cease delivery of this circular to my address.

Business

Response:

[redacted]

I have taken the necessary steps to stop the "Save" publication from being delivered to your home.

Please do not hesitate to call me if this unwanted publication is delivered to your home again.

Review: On march 13,2015 a representative of the news journal called and made an offer for a subscription for $12.75 for six months. I paid that amount only to be billed the full priced $55.10 on April9,2015 instead of the promotional rate. They lured me into the new subscription under false pretenses. Having me believe that I was getting the promotional rate over the phone but once I agreed they billed my account a different amount Less than a month later.he specifically told me I was getting the promotional rate and that was the only way I would agree to this new subscription. I truly believe this is unfair business practices and should be illegal by law.Desired Settlement: Ceased and desis from this unfair practices. refund my account in the amount of $55.10.grant me 6 months subscription free of charged.

Business

Response:

Dear Ms [redacted], I do not see on your account 15.17 was deducted from your account. If you provide my with your billing statement by faxing it to [redacted] I will investigate the matter. I do see that the customer service representative provided you with a $5.00 credit on 3/5/15 and another representative provided you with a credit of 7.80 on 3/31. I did process a refund for $8.67 to your credit card on 5/9/15. If you do not see the credit on your account please call me and I will investigate the issue further. Sincerely, Circulation and Customer Service Coordinator

Business

Response:

Dear [redacted], The payment for your new start on 9/17 and your credit card declined on 9/22 but the payment went through on 9/26 for $6.18. You were billed 12.75 on 10/3/15 and your credit card declined and then it declined again on 10/8/15. Then you were on a vacation hold and returned on 10/28 you were converted to a printed bill subscriber due to the many credit card declines. On 11/12 you called to update your credit card and paid the back balance of $36.10 and then the agent updated you back to the 12.75 rate and the credit card declined again on 1/5 and 1/8. Then you called again on 1/21 to update your credit card again. On 2/3 and 2/6 your credit card declined again. On 4/9 a payment went through for 55.10 to cover the period of 2/23/-4/29 due to all the declined payments and you stopped the paper on 4/10 and 16.08 was refunded back to your credit card. I do not see any notes on the account that your balance was to be cleared and usually we do not just clear a balance but we would send you a voucher in the mail for you to return to us as a customer. All discounted offers are for new subscribers and when the payment declines the customer is switched to printed bill as you were so you can see that your credit card declined and you are now a printed bill subscriber. I believe the many issues that you encountered were due to your credit card declining. You did receive a correct refund of $16.08. We do not offer free subscriptions to our customers. I did try to call you on your phone to explain this to you but when I dialed your number your phone was not accepting calls at this time. Sincerely, Circulation and Customer Service Coordinator

Review: RE: promotion codes (H-VP) and (4_SN) phone #1[redacted].. Called and was told the cost would be 99 cents per day and I would be required to sign up for easy pay tied to a credit card. The advertisement does not indicate this requirement or cost. I believe this is called bait and switch.Desired Settlement: 1 year Sunday delivery subscription @99 cents per issue ($51.48) paid by check, in advance if required.

Business

Response:

[redacted] Mr. [redacted] did call me back today. I did apologize for the customer service representative not offering the correct rate. I did advised him that the .99 cents offer must be paid by a credit card but I could process a onetime payment for the year and remove his credit card after the charge was processed. He did decline my offer but I advised him to keep my name and number and if he chose to start the paper at a future time I would be happy to assist him. Thank you, [redacted]

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.

Review: I responded to a special online offer to subscribe to the News Journal Sunday delivery on April 29, 2014. The price was to be $8.50 per month, and I also agreed to and additional $1.50 per month as a delivery driver's tip, for a total of $10.00 per month. I received an email response that my subscription would begin on 5/4/2014, at the $8.50 rate.. I received no paper that day and filed a delivery issue complaint using their online form. I received a phone call from a representative on 5/6/14 and was told my delivery would surely begin on Sunday May 11. My paper did not arrive. Additionally, my bank account was charged $10.22 on 5/6, instead of the agreed upon $10. I sent them an email that morning telling them to cancel my subscription immediately and refund all of my money. I included my name and full delivery address . I received an email response stating that they would contact me, followed by an email stating that they were unable to process online cancellations and to please call them. What? You can take my subscription online and take my money electronically but you can't cancel my subscription online? That's ridiculous. I tried several times to call them. I would be on hold for several minutes and then the line would be disconnected. As I received no newspaper on Sunday May 18th, 25th, or June 1st, I assumed they had cancelled my subscription after all. To my surprise I found they had charged my bank account $9.28 on June 4, 2014. I sent them another email demanding they return all of my money as I had never received a single newspaper. Finally, after numerous attempts to reach them by phone, with the same disconnection issues, I was able to speak to a customer service representative on June 16, 2014. In speaking to others I have found that some have waited many months and still have not received their refunds, and I do not wish to wait that long. I want my $19.50 back ASAP and want to make sure they have no access to my bank account.Desired Settlement: Full refund within 14 days.

Business

Response:

[redacted]

First, let me apologize for the poor delivery service for your News Journal subscription. We do value your readership and apologize for the lack of receiving the proper service with your subscription. I have sent a message to the Manager of this District Manager to address the poor service with your account. I also have refunded all of your payments totaling $19.50 to your address in the form of a check. Please let me know if I can provide you with any further assistance.

Sincerely,

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.

Review: The News Journal is littering my property with a weekly "saver" publication that I have asked be halted, for the third time.Desired Settlement: For delivery of the littering publication to be PERMANENTLY halted.

Business

Response:

I called Mr. [redacted] and left him a message with my name and phone number. I have requested the SAVE and the YES delivery’s to be stopped and I requested Mr. [redacted] call me if the unwanted publications are delivered to his home again. Thank you,

Review: Asked them to please stop delivering their weekly ads and to not throw it on my lawn.

Explained to them that they are not delivering a newspaper but in fact only advertisement flyers (trash).

I have contacted them at least five times including speaking to a supervisor.

They all said delivery to my property would stop,but it hasn't.

I'm tired of picking up (what I consider) trash in front of my property every week.

P.S.- I do not (or ever had) a subscription to the paper.Desired Settlement: Please stop mail delivery of any and all flyers,ads,and paper to my address, permanently.

Business

Response:

[redacted] I have had the delivery of the SAVE product stopped for delivery at Mr. [redacted]’s property. I called him and apologized for the inconvenience and advised him that I will have the deliveries stopped. I requested that if he saw the unwanted publication on his property again to call me and I would follow up until resolved. I provided him with my direct phone number. Thank you, [redacted] Circulation and Customer Service Coordinator

Review: Throughout the year I have been paying the carrier for my newspaper. On 5/7/13 I paid the carrier [redacted] in full for service for period ending 6/16/2013 plus tip. The News Journal sent me a letter, my account number [redacted] ,dated May 6, 2013 that said in part "do not remit any payment to your carrier past the May 31 publication date." I received this after I sent payment to the carrier. I spoke to a [redacted] on 3/16/2013 who said don't worry they will honor the payments I made to the carrier. Today 7/11/2013 I spoke with [redacted] at the News Journal that stated I was responsible for payments and would need to contact the carrier directly. I stated that I consider the carrier the representative of the News Journal and the News Journal not I should resolve the issue. The News Journal invoice for service ending 7/31/2013 has an amount due of $52.27 that is incorrect. I should be responsible for service from 6/24/2013 thru 7/11/2013 when I canceled my subscription due to this dispute. (Note paid carrie thru 6/16/2013 and stopped paper for vacation to 6/23/13). I am outraged that a loyal customer of over 40 years is treated so poorly and is asked to collect from a carrier that I consider an agent of the News Journal, which they deny since they consider him an indepent agent. The News Journa's [redacted] said I owe $31.30 which I dispute.Desired Settlement: Provide a bill for service 6/24 to 7/11 and have News Journal collect or write off payment paid to carrier. Upon resolution I will resume service

Business

Response:

[redacted]

Please accept my apology for the confusion that arose when we switched your account from paying the carrier to paying the News Journal. I will follow up with the Director of the Customer Service Center to express your concern for the mixed messages that you received from the different agents when you called to address the issue. I have processed a credit for $14.69 leaving a balance of $16.82. I will send you a corrected bill and look forward to serving you your paper again when you are ready to restart your subscription. Please feel free to call me as it would be my pleasure to assist you with your news paper account.

Review: I did not get my proper delivery so I called and cancelled. I ask for a refund. I was told at that time I sighed up for a promotional deal and that I could not get a refund. I was not told this when I signed up on line. I feel that they are keeping my money unjustly.Desired Settlement: I would like to get the refund that I am entitled to.

Business

Response:

Dear Revdex.com,

I did call [redacted] and left a voice mail message that the refund for 25.41 was processed on 11/17 and he should see the refund come to his home address in the form of a check. I left my name and contact information if he had any questions or had further difficulties with receiving his check.

Sincerely,