The Patriot News

September 22, 2015 Dear [redacted] We are in receipt of the letter regarding the complaint filed
by [redacted], submitted September 18, 2015.I apologize for the inconvenience
and frustration [redacted] experienced attempting to resolve this issue. I was able to locate...

the
subscription payment of $51.48 dated June 26, 2015.  It was misapplied to another subscriber’s
account.  Part of our business practice is
to request proof of payment in order to research the missing payment.  [redacted] should not have had
to make multiple phone calls to resolve this issue.  And even though there are times a supervisor
is not immediately available, we will contact the customer within 24 hours or
the next business day. The payment of $51.48 has been
transferred to [redacted]’s subscription, and delivery is scheduled to
restart Thursday, September 24, 2015.  In
addition, I will speak with both our accounting and customer service teams
regarding the manner this situation was handled.  If you have any questions, please
feel free to contact me at ###-###-#### or [redacted].com. Sincerely, Yupha M[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because I only read excuses from their Customer service manager. There is no promise that the timely delivery problem is being mitigated or even worked on. It is nice, however, that I now have a telephone number and contact name. Funny how it was given to you, but was closely guarded when I tried to get it. I expect that their mechanical problems are being addressed, but the newspaper has SELDOM been delivered at the promised time of BEFORE 6:00 AM weekdays and 7:00 AM Sunday. Rumor has it that the delivery drivers are not receiving their papers in time to drive their route and meet those deadlines. The drivers wait being due to the printing plant doing other town newspapers before the Patriot. Lastly, their response that I can access the Internet copy for free- that is not what I paid for when I signed up for The Patriot News. That is not a satisfactory solution for an ongoing lack of on-time publication and delivery of the PA Capitol city's only newspaper. 
Regards,
[redacted]

I sincerely apologize for any misunderstanding.My staff will make sure [redacted] receives her vacation pack.  What's more, we will send her something under separate cover for the inconvenience.  I assure [redacted] that she can use the automated system with confidence.Sincerely,Kurt H[redacted]

This company is represented by a delivery person who enjoys loud music. Loud enough to wake the neighborhood at 6am twice/week. At least 3 phone calls to customer service, and at lest 2 emails to PA Media Group had no replies or results. Beyond the customer service line and anonymous email addresses, they make it impossible to talk to anyone. This is not a company that shows concern for the community they claim to be a part of.

April 18, 2014Dear **. [redacted],We are in receipt of the letter regarding the complaint filed by **. [redacted], submitted April 15, 2014.After a review of **. [redacted]’s account, it does not appear any steps were taken to process a refund as requested.  We would never...

refuse to refund monies on a subscribers account.  I submitted a request to our accounting department to issue a full refund in the amount of $130 to **. [redacted].  I’ve asked the request to be expedited, since he has been waiting since December. Generally, refund checks take approximately 7-10 business days to process.I apologize for the inconvenience and frustration **. [redacted] experienced attempting to resolve this issue, and the delay processing his refund. I will speak to our customer service supervisor and find out why his request was not honored, even after several contacts.If you have any questions, please feel free to contact me at ###-###-#### or [redacted].Sincerely

August 21, 2014
Dear [redacted],We are in receipt of the letter regarding the complaint filed
by [redacted], submitted August 11, 2014.After a review of [redacted]’s
account, it does not appear the proper steps were taken to process the refund
as originally requested. ...

However, it
does appear the full refund in the amount of $130.00 was credited back to [redacted]’s credit card August 20, 2014. I apologize for the inconvenience
and frustration [redacted] experienced attempting to resolve this issue, and
the delay processing her refund. I will speak to our customer service
supervisor and find out why his request was not honored, even after several
contacts.If you have any questions, please
feel free to contact me at ###-###-#### or [redacted].Sincerely,Yupha M[redacted]Customer
& Alternate Publications Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the letter attached was regarding a different case.
Regards,
[redacted]

December 7, 2015Dear [redacted],We are in receipt of the letter regarding a second complaint
filed by [redacted]. I understand delivery of our free
publication Patriot Plus has stopped being delivered to [redacted]’s
residence.  We will honor all requests
received regarding stopping delivery of the Patriot Plus.  We have the right to distribute our product,
unless specifically asked by residents to stop delivery to their home.  We’ve worked with community officials to
monitor the deliveries and complete them in a manner that doesn’t contribute to
littering. Our field manager spoke to [redacted] previously and gave him his contact information in case he experienced
any further issues.  I informed our field
manager of the [redacted]’s letter, and he will be following up personally as he
was out of the office last week. If you have any questions, please
feel free to contact me at ###-###-#### or [redacted]@acspa.com.Sincerely,Ms. Yupha M[redacted]

Review: For the past 5 weeks, I have been contacting the Patriot News several times a week regarding delivery of my copy of the Wall Street Journal. It is being delivered to the wrong apt in my building. I have made several attempts to inform them of the correct porch to put it on. I have been told that the delivery drivers were made aware and that my concern was brought to management, however it still happens. The last time I emailed about the problem I did even get a response back.Desired Settlement: Deliver paper to correct person.

Business

Response:

Please find attached the response to the complaint submitted by [redacted], file #[redacted]

Sincerely,

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 is satisfactory to me.

Regards,

Review: I've repeatedly called the Patriot-News (at least 8 times!) requesting they stop weekly deliveries of any and all of their newspapers to my driveway. If I am out of town and a delivery occurs, that signals to would be intruders that the house is unoccupied. My business resides in my home and I do not wish to have any incidents of persons breaking into my home/business.

I have contacted representatives and management at the Patriot-News who have promised all unsolicited items would be stopped. However, unwanted deliveries continue.Desired Settlement: Once and for all, I would like to see all future deliveries of any news/promotion/advertising materials, stop littering my driveway.

Business

Response:

Please find attached our response to claim #[redacted] made by [redacted]

Sincerely,

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 is satisfactory to me.

Regards,

Review: I have a newspaper subscription that was moved from one house to another when we moved on Sept 4th 2013. After 5 weeks of: not getting a paper, calling in every Sunday to report the issue, having multiple supervisors say they will call me but never do I finally called the second week of October and requested my account be canceled and have my money refunded.

The supervisor on this call (second week of Oct) stated that he will stop the account, send a refund check, and send a routing manager out to see if they can provide service to the new house and call me back in case I want service in the future. I have not received the check, I have not received a call back about delivery to my house, and after calling today (11/6/2013) I found out that a request was put in to stop service, but it was never completed.

All told, I have been told I will be called back 5 times, but NONE have actually called. I have not received a single newspaper on time, even though I can see other newspapers in the driveways every Sunday morning throughout the development. And I have not received a refund.

While customer service seemed nice each time I called, NONE of them have been helpful in resolving any of the issues or have returned a single phone call that they promised. I have wasted hours on the phone with CS to resolve a simple problem that CS blames on the computer. The incompetency for management to complete even the simplest tasks has made a Revdex.com complaint necessary.Desired Settlement: A FULL refund, no customer should ever have to spend as much time as we have to clear up this simple issue.

Business

Response:

Dear **. [redacted],

We are in receipt of the letter regarding the complaint filed by **. [redacted], submitted November 6, 2013.

After reviewing **. [redacted]’s account, I found the subscription had not been assigned to an independent contractor’s delivery route; therefore the independent contractor was never notified to begin delivery.

I assigned **. [redacted]’s subscription to a route, and delivery will begin Sunday, November 17. I also processed a request for a full refund

in the amount of $27.50 to be issued. The refund process normally takes 7-10 business days.

In addition, I have extended a twelve week sample subscription at no cost to **. [redacted].

If you have any questions, please feel free to contact me at ###-###-#### or [redacted].

Sincerely,

Review: I received an offer for delivery service to our home. I mailed a check for $34.99 on June 12th. We never received the paper. I have called 3 times, we were told they didn't deliver to that area. I told them, but you cashed the check! I have been told we don't have an account number, but you cashed the check! Every time I have called I was told they would talk to their supervisor & return my call that has never happened!Desired Settlement: All I want is my money back I have my canceled check!

Business

Response:

August 21, 2014Dear [redacted],We are in receipt of the letter regarding the complaint filed

by [redacted], submitted August 21, 2014.We have discontinued offering home

delivery in the [redacted] area. After a review of [redacted]’s account, it

does not appear the proper steps were taken to process the refund as

requested. We would never refuse to

refund monies on a subscribers account.

I submitted a request to our accounting department to issue a full

refund in the amount of $34.99 to [redacted].

I’ve asked the request to be expedited, since she has been waiting since

June. Generally, refund checks take approximately 7-10 business days to

process.I apologize for the inconvenience

and frustration [redacted] experienced attempting to resolve this issue, and the

delay in processing her refund. I will speak to our customer service supervisor

and find out why her request was not honored, even after several contacts.If you have any questions, please

feel free to contact me at ###-###-#### or [redacted].Sincerely,

Review: On 11/6/12 I signed up for an ad that came in my newspaper bill that week, asking me to convert my subscription to "Easy Pay" (with a credit card) and I would receive a $25.00 [redacted] (our local supermarket) gift card. On Jan. 7, 2013, I called to see why I had not received the gift card and was told it would take 6-8 weeks to receive it. I spoke to "[redacted]" on 1/14 and he told me the gift cards would be sent out the end of January. I spoke to "[redacted]" on 2/11/13 because I still had not received the gift card - from November when I signed up! He told me they were mailed out the end of January. I called again on 2/25/13 and this time asked to speak to [redacted] again, and he told me "the first wave" went out on Valentine's Day and the next wave would go out on 2/18 and I should receive it soon. He told me he would put a note in my record to expedite getting the gift card. March 12, 2013, I called [redacted] again and he said it read on my record that I was to have a $25 [redacted] gift card sent. But he wrote it again in big letters so they would see it. On 4/17/13, I spoke to [redacted] ([redacted] is no longer at the paper) and she said she would pass a message to the district manager and understood my frustration. She apologized and said I would hear within 24-48 hours from the district manager. I told her if I did not hear from anyone I would cancel my auto-pay and also report them to the Revdex.com. I never heard a word. I called on 4/22 and spoke to [redacted]. I had her delete my credit card information from my account (and she assured me it was no longer on file) and I informed her I would be writing this letter of complaint to the Revdex.com. To me this is fraudulent advertising - the flyer that came in the mail was this glossy 2-sided promotional flyer, promoting the pluses of not having to receive a bill and advertising the [redacted] gift card as a thank you for signing up for the auto-pay. I think I have tried enough times to get my [redacted] gift card, with no real response from the Patriot-News, except for the word of those in Customer Service. Though they were all polite and understanding, they could get nothing else done. Now I want to register this complaint. You cannot promise something and then never deliver on that promise once the consumer has agreed to the promotion. They have charged my credit card for the auto-pay ever since December. Five months is more than enough time for them to get their act together! To me this is outright fraudulent advertising. No excuse is acceptable anymore.Desired Settlement: I would like my $25 [redacted] gift card! And I will NOT resume auto-pay after all this hassle.

Review: On July 23, 2014, The Patriot News did automatically withdraw $12.50 from my checking account without authorization. I had been a customer and had NEVER consented to an automatic withdraw. They have offered this on all billing statements and I have never authorized this either verbally or on the billing statement that I return to them. I did then make contact with the customer service department. These funds were automatically withdrawn for additional weeks and were not for a previously owed bill. I did ask that my subscription be cancelled as well as request that the funds be returned to my account as I had not received the service yet and it was unauthorized. They did apologize for the inconvenience and did report that they would either return the funds directly to my account or send a check in the mail. I did wait a period of almost one month and made another phone call as I had not received the refund. Then customer service representative that I spoke with was hesitant and then did tell me that it could take 30 days. I did wait the 30 days and made another phone call. I was told by this customer service representative that the account shows that a refund is due to me but that it had never been processed. He did ask for a supervisor override and advised me that I would receive my refund. I again waited and on October 9, 2014 I made another phone call. I did ask to speak to a supervisor and after being disconnected, I had to call and explain the situation again to another representative. I was finally put through to a supervisor who advised that I would get my refund. It again had not been processed. I was informed that it was "kicked" out of the system and they would have to make contact with their accounting department. She assured me that I would receive my refund. I did ask to speak to the accounting department and was told that I could not. I also asked to speak to this supervisor's boss and was told no. I have not yet received the refund.Desired Settlement: I would like my refund but feel as though I should be treated more appropriately in the future. I was not ever offered anything other than an apology and I have been without my refund for almost three months. I am aware that they run offers periodically at a discount and after making four phone calls and wasting at least 30-40 minutes per phone call, all I ended with was a rude customer service supervisor.

Business

Response:

October 23, 2014Dear [redacted],We are in receipt of the letter regarding the complaint filed

by [redacted], submitted October 16, 2014.After a review of [redacted]’s

account, it does not appear the proper steps were taken to process the refund

as originally requested. However, it

does appear the full refund in the amount of $13.58 was credited back to [redacted]’s

credit card October 14, 2014. I apologize for the inconvenience

and frustration [redacted] experienced attempting to resolve this issue, and

the delay processing her refund. I will speak to our customer service

supervisor and find out why her request was not honored, even after several

contacts.If you have any questions, please

feel free to contact me at ###-###-#### or [redacted].Sincerely,Yupha

MCustomer

& Alternate Publications Service Manager

Review: I was shopping at the local [redacted] supermarket and a representative from the Patriot News asked if I would like to have the Sunday paper delivered at a reduced trial offer price. I agreed and signed up for 10 weeks @ $9.99. My bank account was then charged two payments of $12.50 each. I called in and spoke to a supervisor named [redacted] and he advised that their rep had entered the information incorrectly in their system. He said that he would add another $9.99 to my debit card and the paper would then be delivered till mid February. I asked that my account be corrected to the promotional offer of 10 weeks for $9.99 and he advised that he could not do that. I then asked to speak to his supervisor and he advised that he was the one in charge and that no one would be available that was above him till Monday. Today is Wednesday the 13th....how can there not be a supervisor in till Monday? I then asked for my account to be closed and written confirmation of this be sent to me. He advised that was not possible. Very poor service and overpayment of services.Desired Settlement: Would like the offer of 10 weeks at $9.99 to be fulfilled and the remainder of the money be refunded back to me via a check

Business

Response:

Please find attached the response to complaint #[redacted].

Sincerely,

November 22, 2013

Dear **. [redacted],

We are in receipt of the letter regarding the complaint filed by [redacted], submitted November 13, 2013.

After a review of [redacted]’s account, it appears her subscription was processed incorrectly, causing her subscription to amortize at the incorrect rate. Her rate should have been $.99 per week, and instead calculated at our standard subscription rate of $2.50 per week.

The rate has been corrected, and the expiration date has been extended through February 23, 2014. I also processed a refund of $15.10 to be

charged back to her credit card. Once the refund has been processed, the credit card information will be removed from [redacted]’s account.

I apologize for the inconvenience and frustration [redacted] experienced attempting to resolve this issue. I reviewed the data entry process with our internal customer service team and stressed the importance of accuracy.

If you have any questions, please feel free to contact me at ###-###-#### or [redacted].

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.

Regards,

Review: 1. On Jan 24, 2013 - my Patriot News newspaper account was listed as:

Account Number: 010113753

Date of last payment: MAR 23 2012

Amount of last payment: $98.80

Current balance: $25.20

Paid thru date: APR 14 2013

Billing date: FEB 27 2012

2. On Jan 25, 2013 - I re-subscribed to the Patriot News (Sunday only) for 52 weeks at $98.80 at the following Patriot News web site:

http://[redacted]

(you have to login, and then select "Payment - Make a credit card payment on your account.")

I added a $10 bonus for my delivery person - for a total bill of $108.80, billed to my [redacted] credit card on 1/25/2013.

3. On that web page (above) - you are prompted to "Choose Payment Type" - where it presents 5 choices - the fourth being: "for 52 weeks at $98.80"

This is the option I selected.

4. An additional 52 weeks added to my (then) current Paid thru date of APR 14 2013 would be: APR 13 2014.

5. On Sunday, Feb 24, 2013 my Sunday paper was NOT delivered, and I wrote to the Patriot News Customer Service about such. On that same day (2/24/13) I was told (by the Patriot News Customer Service agent), "I have credited your account for the missed delivery as well as notified your carrier of the missed redelivery".

This means that my new Paid thru date should be APR 20 2014.

6. Yesterday (Feb 28, 2013) when I looked at my account information on their web site (see above), my Paid thru date read: JAN 19 2014.

7. I again contacted Customer Service and asked them to please fix this to the correct Paid thru date of: APR 20 2014.

8. Later that day I received a response back from Customer Service saying,

"The rate for the Sunday only paper is $2.50 per week or $130 year. Thus, the payment of $98.10 covered you for 39 weeks (leaving some change). This brought the expiration date to Jan 12, 2014. The credit for the missed paper on Feb 24 extended your expiration date to Jan 19, 2014."

9. I did not know that the paper had increased their rates - but regardless if/when their rates increased - I re-subscribed for "52 weeks" using their web site (http://[redacted]), which clearly states, "for 52 weeks at $98.80", my credit card was billed for the $98.80 (plus $10 carrier tip), and I have paid the bill.

10. Bottom-line - I have paid the amount that the Patriot News newspaper has requested for a 52 week renewal of Sunday delivery of their paper ($98.80), and expect to receive Sunday delivery of their paper through April 20, 2014 - as I've outlined above.

Thank you,

[redacted]Desired Settlement: The Patriot News should honor their payment price agreement and change the "Paid thru" date on my account - for Sunday delivery of their paper - to the date of: April 20, 2014.

Business

Response:

Good morning,

Please find the attached response to complaint ID # [redacted].

Sincerely,

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 is satisfactory to me.

Regards,

Review: I had a subscription to the Sunday Patriot News. My old yearly rate was $91 for which I have the invoice. They sent me renewal and raised the price to $130. I did not respond and let subscription expire in February. Since that time I have received numerous calls for renewal from number originating in different states. They began to threaten that I had an "outstanding balance". I twice explained to two different callers that I no longer wished to receive the paper for personal reasons, not for service. I also told them to no longer call my residence. The call continued. On July 10, 2014 I sent the following email to the listed director of circulation Kurt H[redacted]:

I understand you are or were the director of circulation. My subscription to the Sunday paper expired and I did not renew it. My reason for stopping it has nothing to do with service and is irrelevant. However, I feel in today's world, wasting natural resources in the form of paper, electric, and gasoline to hand deliver printed matter that is a day old is no longer necessary. At least not for me. I don't use coupons. Representatives have called me on numerous occasions to get me to restart. I have indulged them and explained I am not interested. They have also threatened an "outstanding balance." When renewal notice was sent, I did not renew. There is no "outstanding balance." I am now getting tired of calls with sales pitches and "outstanding balance" threat. Please make it clear to any representatives of the Patriot News - DO NOT CONTACT ANY telephone numbers associated with my former account. If the calls continue, I will be forced to contact appropriate legal authorities and take whatever legal action necessary. I hope that this email will prevent further waste of my time. I'm sorry that I subscribed to begin with now that this has become such a hassle. Even canceling something as expensive as cable or cell service is simpler and the companies are more professional . . . If you are no longer the circulation director, please forward this to the appropriate person. Your anticipated cooperation is appreciated.

On July 11, 2014 I receved the following email from Dan C[redacted], Director of Circulation and Audience Development:

[redacted],

Thank you for contacting Mr. Ho[redacted] about phone calls we are making to your home. I’ve instructed our team to add your home phone number to our internal Do Not Call list. That list is shared with every vendor with which we work. You may still receive a call in the next day or two while we communicate with our partners. I apologize for that inconvenience, but please know that we take requests such as yours very seriously, and will honor them as rapidly as possible. Please let me know if I may be of any further assistance, and thank you for your prior business.

Sincerely,

Dan C[redacted]

Tonight I received yet another call from the Patriot News. I sent the following email to Mr. C[redacted]:

I just got another tonight at 6:56 PM from "TV Time" ###-###-####. I told them to never contact me again. Your business practices are kind of sad. My experience has guaranteed I will never subscribed or place an add with the Patriot News.

I am awaiting a response. Generally cell phone companies or cable companies get a bad rap for their practices. They have their issues, but I have never had dealt with the level of continued solicitation harassment as I have from the Patriot news. It is bar none, the worst comapny I have dealt with in the past 20 years and I will never use their services again.Desired Settlement: STOP contacting me either directly or through an representative.

Business

Response:

August 5, 2014Dear Mr. Kauffman,We are in receipt of your complaint to the Revdex.com after you were contacted on June 24 on your home phone, [redacted]. Following your email to us on July 10, 2014, we took immediate ac on to place your phone number on our internal Do Not Call list. Actions included contacting vendors with which we do business for phone sales, and communicating your request to them.Following your June 24 email, we verified the vendors did place your phone number on their Do Not Call lists. Both vendors have indicated that they did not place a call to your phone number, and that they do not use the landline from which the call originated. Additionally, no call was placed to your phone number from our business offices.In your June 24 message, you indicated the Caller ID presented for that evening's call read "TV Time," but that the representative identified themselves as a representative of The Patriot-­-News. At this me, barring any indication to the contrary, we strongly suspect you received a scam call from a third-­-party not affiliated with The Patriot-­-News.I regret that I have been unable to reach you in the last week when I have contacted you by phone and left messages asking you to return my call. I had hoped to share this informa on with you, and to recommend further ac on you might consider in this matter.My direct line is ([redacted]. If me permits, I look forward to speaking with you.Sincerely, Dan C[redacted]

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 consider the matter resolved if no further calls are received.

Review: The Patriot-News is sending invoices to me (and presumably others) who are NOT customers. In other words, customers that do not have a subscription to the newspaper are getting invoices. The invoice has the term: "Thank you for subscribing" in bold letters at the top. This document also has the term: "Your continuing Subscription Renewal Options" along with several pricing options for different services. After speaking with a customer service rep on 10/9, I was told I paid a small fee 6 months ago, however, I have no debits from any bank account or credit card. The rep was unable to provide any credit card transition numbers. I suspect a payment was never received and the Patriot news is simply making this up. I questioned the invoice. I was told this document was not an invoice and was instead an optional method to start up a subscription. This document does not have the words "Invoice" on it, however, it clearly implies I have a subscription, lists several pricing tiers for services, and it appears that choosing one of these tiers is mandatory. This is deceptive business practice must stop immediately.

After I made sure I no longer have an account (the rep canceled whatever account I had) I got an identical document in the mail a week later... again saying "thank you for my subscription (which I don't have) and implying I must choose and pay for a service.

I don't want to receive a paper. Lately, they have been delivered to my home. I want that to stop immediately.Desired Settlement: I want the Patrioit-News to stop using the term: "Thank you for your subscription" when mailing people who do not in fact have a subscription.

I want the Patrioit-News to provide me as many details about my alleged payment of $25.74 on 3/13/2013 and an explanation as to why they only have the amount and the date of the transition on file when they should have other pieces of data, for example, was this a credit card payment or a check? What was the transition number, etc., etc.

If the Revdex.com determines the Patrioit-News is fabricating historical payments in an effort to trick people into choosing a subscription option, this deceptive business practice must stop immediately.

I also want all newspapers (or any material) to stop being delivered to my house. The presence of a paper is used by potential criminals to determine if the occupant is away.

Business

Response:

Please find attached the response to complaint #[redacted]; submitted by [redacted].

October 31, 2013

Dear [redacted],

We are in receipt of the letter regarding the complaint filed by [redacted], submitted October 21, 2013.

After extensive research by our accounting department, we did not charge [redacted]’ credit card. The subscription and payment was processed

incorrectly. When starting the subscription, the current account holder’s information was not updated, resulting in the subscription and payment appearing with [redacted]’ name instead of the actual subscriber [redacted].

I apologize for the inconvenience and frustration [redacted] experienced attempting to resolve this issue. The employee responsible for the error is no longer with the company; however, I reviewed the data entry process with our internal customer service team and stressed the importance of accuracy.

If you have any questions, please feel free to contact me at ###-###-#### or [redacted].

Sincerely,

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.]

The response I got from the Patriot-News had the name of the person who purchased my old home along with some details about a data entry error on their part. This explanation appears to be a valid reason that makes me no longer think the Patriot-News created a fictitious payment in an attempt to trick non-subscribers like myself, into subscribing to their service. Again, 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: We lived in [redacted] PA and received home delivery of Sun. Patriot News for many years.

We sent Patriot News the $130 paymenrt for 2014 home delivery on 11/26/2013 and it was cashed by Patriot on 12/02/2013.

We moved to [redacted], PA address in Dec 2013.

Notified Patriot of change of address.

They stated no home delivery in [redacted], PA. (have to pick up paper in store)

Patriot promised to refund payment - "This may take three to five weeks to process" but did not refund it and now refuses to return our payment of $130 even after numerous requests.

E-mail evidence of above statements and cancelled check available on request.Desired Settlement: A check for $130 from The Patriot News.

Business

Response:

April 18, 2014Dear **. [redacted],We are in receipt of the letter regarding the complaint filed by **. [redacted], submitted April 15, 2014.After a review of **. [redacted]’s account, it does not appear any steps were taken to process a refund as requested. We would never refuse to refund monies on a subscribers account. I submitted a request to our accounting department to issue a full refund in the amount of $130 to **. [redacted]. I’ve asked the request to be expedited, since he has been waiting since December. Generally, refund checks take approximately 7-10 business days to process.I apologize for the inconvenience and frustration **. [redacted] experienced attempting to resolve this issue, and the delay processing his refund. I will speak to our customer service supervisor and find out why his request was not honored, even after several contacts.If you have any questions, please feel free to contact me at ###-###-#### or [redacted].Sincerely

Review: I recently ordered the 10 week Sunday paper promotion from the Patriot News, they took out there $9.90 that was owed to them, I thought all was fine. A week later they charged my account $130, which was not authorized, nor did it state on the 10 week promotion that I would have to pay for an entire year of the paper. I realized this on my account on the evening of 7/29/14 after their offices had been closed. I called first thing on 7/30/14 to have this issue corrected, I was told that it took 3-5 business days to receive this refund and the reason for this error was a keying error. When asked how could this be a keying error when they already received my payment of $9.90 - it just made no sense. No one was able to tell me any other information except it was a keying error. I called back later that day because my bank instructed me to contact the Patriot news to try and get them to cancel the payment since it had not posted to my account, the customer service rep told me that it would be refunded by tomorrow morning (7/31/14). When I did not receive my refund the next day, I again called the Patriot news to get some information. It was then that I was told they do not issue a credit card refund and that it would take 4-8 weeks for my refund in the mail by check. This is a long time to be out of money when I was not the one who made the error, no one seems to know when I can expect my refund. I asked to be contacted directly with an ETA for my check, no one has called. I was comped 2 weeks of free delivery, which does not make up for a $130 error that was not instantly corrected. This has been a very frusturating process and no one seems to know what the actual process is for this, but if 4-8 weeks for a $130 error that was caused by your (the Patriot News) company is not a realistic time frame at all. It seems everyone has a different answer of when this check will be issued to me, at this point I am at my breaking point.Desired Settlement: I would like a refund ASAP, waiting for 4-8 weeks is unacceptable and unfair. Their practices for refunded their customes especially when it is their error needs to have a faster turn around. I would also like an actual explanation of this error, because it feels as though they were trying to pull one over on me in the hopes that I didn't check my account or read the entire 10 week special offer.

Business

Response:

August 21, 2014Dear [redacted],We are in receipt of the letter regarding the complaint filed

by [redacted], submitted August 11, 2014.After a review of [redacted]’s

account, it does not appear the proper steps were taken to process the refund

as originally requested. However, it

does appear the full refund in the amount of $130.00 was credited back to [redacted]’s credit card August 20, 2014. I apologize for the inconvenience

and frustration [redacted] experienced attempting to resolve this issue, and

the delay processing her refund. I will speak to our customer service

supervisor and find out why his request was not honored, even after several

contacts.If you have any questions, please

feel free to contact me at ###-###-#### or [redacted].Sincerely,Yupha M[redacted]Customer

& Alternate Publications Service Manager