The Roanoke Times

Review: We are set up for our monthly subscription to automatically be paid with a credit card they have on file. on April 7 we were charged the correct amount of 18.62 for our subscription plus an additional charge of 15.47. I called the Roanoke Times on or about April 12 or 13. The person answering the phone was rude and unhelpful. I asked for a supervisor and was told none was available. She said she would call me back within 24 hours but never did. On April 18 we disputed the charge of15.47 with our credit card company and received a credit. On May 11 we were again charged 18.62 for our subscription plus an additional charge of 15.47. This charge was also disputed with our credit card company. On or about May 19 we cancelled our subscription effective May 25. On June 6 we were again charged 18.62 for our subscription plus an additional charge of 15.47. We have again disputed this charge of 15.47 with our credit card company. My mother-in-law who happens to live on the same street that we do has experienced the same situation. How many other customers are being billed for random charges by The Roanoke Times??Desired Settlement: We would like them to stop charging us for whatever it is they are charging us for, and we would like some public awareness. If at least 2 households on the same street are having this problem, how many others are there?

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Mr. [redacted] updated his credit card on 4/05/2016. In addition to Mr. [redacted]’s account being updated with his new credit card information the customer service representative inadvertently placed Mr. [redacted]’s payment information on another account. Mr. [redacted]’s credit card was charged in April, May, June, and July for the wrong account. Mr. [redacted] disputed these charges with his bank which in turn disputed them with The Roanoke Times. Mr. [redacted]’s credit card information has been removed from the incorrect account. In regards to Mr. [redacted]’s account, $18.62 was drafted from his account in April and May. Mr. [redacted] stopped his account 05/24/16. The Roanoke Times does not have a record of a transaction on Mr. [redacted]’s account in June. The account was stopped so no withdrawal would have been requested. Mr. [redacted] should check his credit card account and if there is charges on his account for the $18.62 on June 6th please provide a copy of the credit card statement immediately. If there are any further questions please feel free to contact me at [redacted]Circulation DirectorThe Roanoke Times

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,

Review: The Roanoke Times started a new business practice this past year that I consider unethical. Along with a regular subscription to the paper, they have started publishing magazines that are delivered with the paper and the customer is charged for on their credit card. The customer must "opt out" each time they do not wish to receive this additional product. The "opt out" process is not reliable. No one answers the given phone number, and there is not a clear process or email to use in opting out. I have successfully opted out of this unrequested magazine two times. I asked both times to be permanently "opted out" and have the July 12, 2016 email from the, Circulation Clerk, telling me we are permanently opted out. However, this week we received the newest Discover magazine and will be billed accordingly. They charge extra for the Thanksgiving edition of ads, another item for "opt out".Desired Settlement: I intend to cancel my subscription of the Roanoke Times.

I would like the Revdex.com to advise The Roanoke Times of the unethical nature of this business practice. Customers should request to be "opted in", instead of informed there will be additional charges if they do not "opt out".

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Ms. [redacted]’s account was noted in July NOT to receive the Discover Magazine. Ms. [redacted]’s name was placed on the Do Not Deliver list but was inadvertently delivered a Discover Magazine on August 25th, 2016. Ms. [redacted]’s account was not charged for the Discover Magazine delivered to her on the above date. The Roanoke Times has attempted several times by e-mail and phone to reach Ms. [redacted] to notify her that she had not been charged. In addition, Ms. [redacted] has been opted out of the Thanksgiving edition as well. As of today, Ms. [redacted] has not notified the Roanoke Times of her cancelling her subscription. If there are any further questions please feel free to contact me at [redacted]Circulation DirectorThe Roanoke Times

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The Roanoke Times left me one voice mail. They have not contacted me by email. I sent an email to the address at which I was contacted in July. That email "bounced". Here is the copy, sent to [redacted] and undeliverable at that address:Dear Ms. [redacted], We received the newest edition of Discover Magazine, and I assume we were also charged for it. Your email indicated that we were removed from the mailing list for Discover Magazine, which we never requested and did not wish to be billed for. I don’t know how to protest strongly enough that I believe this to be an unethical business practice. Please cancel our Roanoke Times subscription. -The [redacted]s From: ROA Discover Mag Sent: Tuesday, July 12, 2016 2:30 PM To: [redacted] Subject: RE: opt out Mr. [redacted], Thank you for contacting The Roanoke Times. Per your request we have permanently removed you from the mailing list for our Discover Magazine. [redacted]. [redacted]The Roanoke Times[redacted]

The problem is that the roanoke Times continues to bill people for unrequested merchandise, and the opt out procedure is quite difficult. Then, one must spend a good deal of time following up to see that opt-out is actually followed. I suspect that many people are unaware they are even being billed extra.

Regards,

Review: Roanoke Times has canceled our newspaper delivery twice within a month for payment of our account. We have our credit card on file for payment and there is absolutely no reason that our newspaper should be canceled for payment. We have had the same problem with Roanoke Times previously and each time we contact them they assure us that the problem is fixed. Obviously there is a major problem with their billing system that needs to be addressed. If this happens again we will cancel our subscription.Desired Settlement: To get the billing issue fixed. There should not be any delinquent bills when they are automatically deducting our payments unless our card expires and that is not the case.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Customer’s debit/credit card was not billed for the monthly amount in March 2015. Automatic billing resumed as normal in April 2015. Subsequently the customer’s subscription account expiration date did not change. The grace period on the customer’s account was sufficient enough to keep the account active until the following billing period until January 2016 when the account expired on 1/11/2016. The subscriber’s subscription was restarted on 1/14/2016 but due to no payment activity the subscription expired again on 1/28/2016. Customer called again and the subscription was resumed on 1/31/16. Customers account was credited $15.00 on 1/31/16 by the customer service agent who helped the subscriber. The customer’s account will return to the normal billing cycle on 2/05/16. If there are any further questions please feel free to contact me at [redacted]Circulation DirectorThe Roanoke Times

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Since they have our debit card on file there is absolutely no reason that our payments should not be made on time. The billing issue is their problem and not ours. If our card had expired and the information had not been updated then I would find the response acceptable, however, our card does not expire until May 2016. The issue should have been fixed the first time we called on January 14, 2016 and our subscription should not have been canceled a second time within a month. We appreciate the credit since we did not receive our newspaper but feel they need to determine what internal issues caused the billing issue.

Regards,

Consumer

Response:

Our newspaper delivery has been suspended twice in the past week due to payment. The Roanoke Times has our credit card on file for payment and there in no possible reason that our newspaper should be suspended for payment. This is the second time I have reported this issue to the Revdex.com. Last week we were advised that the issue was being escalated and someone would call us back. No one contacted us but our paper resumed after two days. We received a paper for three or four days and then it was suspended again on May 10. Per Roanoke Times our payment was processed on May 11, however, our newspaper did not resume. I had to call them again this morning. The Customer Service group are always very polite but they are not the problem. The billing system evidently is very defective. All I can say is they better not be reporting this on our credit report. THIS IS ROANOKE TIMES ISSUE.Get their billing system fixed or replaced. This is extremely poor customer service. If they have reported us to the Credit Bureaus then that needs to be fixed as well. I will be asking for a credit report to see if Roanoke Times has filed a report showing that our bill has not been paid. If they have reported us then I will file another complaint to get that resolved.Regards,

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]C [redacted].Customer's debit/credit card was not billed for the monthly amount in March 2015.Automatic billing resumed as normal in April 2015. Subsequently the customer's subscription account expiration date did not change. The grace period on the customer's account was suffcient enough to keep the account active until the following billing period until January 2016 when the account expired on 1/11/2016. The subscriber's subscription was restarted on 1/14/2016 but due to no payment activity the subscription expired again on 1/28/2016. Customer called again and the subscription was resumed on1/31/16. Customers account was credited $15.00 on 1/31/16 by the customer service agent who helped the subscriber. The customer's account will return to the normal billing cycle on 2/05/16.The above was our response in February. The $15.00 credit given to Mr. [redacted] on 1/31/16 was refunded to the credit card on file. Mr. [redacted]'s account was restarted on 6/02/16 as he asked and a payment processed. Customer's current expiration date is 07/02/16.If there are any further questions please feel free to contact me at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: They keep throwing flyers in my driveway. I am tired of having to go out and pick them up and throw them away. This is littering. I have called them and asked them to stop. I have emailed them and asked them to stop. I don't throw my trash in their driveway.Desired Settlement: Stop throwing trash in my yard.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Mr. [redacted] information has been added to the Do Not Deliver list. The District Manager over the route has taken the carrier to the address to show him where not to deliver. In addition, the District Manager will drive by the address each week to verify no delivery. If there are any further questions please feel free to contact me at [redacted]Circulation DirectorThe Roanoke Times

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Roanoke Times has canceled our newspaper delivery twice within a month for payment of our account. We have our credit card on file for payment and there is absolutely no reason that our newspaper should be canceled for payment. We have had the same problem with Roanoke Times previously and each time we contact them they assure us that the problem is fixed. Obviously there is a major problem with their billing system that needs to be addressed. If this happens again we will cancel our subscription.Desired Settlement: To get the billing issue fixed. There should not be any delinquent bills when they are automatically deducting our payments unless our card expires and that is not the case.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Customer’s debit/credit card was not billed for the monthly amount in March 2015. Automatic billing resumed as normal in April 2015. Subsequently the customer’s subscription account expiration date did not change. The grace period on the customer’s account was sufficient enough to keep the account active until the following billing period until January 2016 when the account expired on 1/11/2016. The subscriber’s subscription was restarted on 1/14/2016 but due to no payment activity the subscription expired again on 1/28/2016. Customer called again and the subscription was resumed on 1/31/16. Customers account was credited $15.00 on 1/31/16 by the customer service agent who helped the subscriber. The customer’s account will return to the normal billing cycle on 2/05/16. If there are any further questions please feel free to contact me at [redacted]Circulation DirectorThe Roanoke Times

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Since they have our debit card on file there is absolutely no reason that our payments should not be made on time. The billing issue is their problem and not ours. If our card had expired and the information had not been updated then I would find the response acceptable, however, our card does not expire until May 2016. The issue should have been fixed the first time we called on January 14, 2016 and our subscription should not have been canceled a second time within a month. We appreciate the credit since we did not receive our newspaper but feel they need to determine what internal issues caused the billing issue.

Regards,

Review: After receiving no pre-paid newspaper for 13 days, called 8 times with no response from The Roanoke Times.Desired Settlement: For now adjust subscription to compensate for failed delivery of 13 days of newspapers. In future, would like to receive prompt reply to phone message from The Roanoke Times letting me know that delivery will be resumed promptly.

Business

Response:

This letter is in response to complaint [redacted] submitted on October 22, 2014 to The

Revdex.com by [redacted].

Our system shows two missed deliveries report by the customer and the customer was

credited for those missed deliveries. We will credit Mr. [redacted] for the 13 missed

deliveries as stated in his complaint.

We make every attempt to respond to all customers in a timely manner.

If there are any further questions please feel free to contact me at ###-###-####.

Chief Financial Officer

The Roanoke Times

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me with 13-day credit. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We have subscribed to Roanoke Times for over 40 years. They have cut out our delivery route. We are suppose to received by mail except Sunday delivery. One Sunday, we received the previous weeks paper. On Monday, we received the correct Sunday paper, but no Monday paper. The last 2 Saturdays, we have gotten that paper on the following Monday. I called and received apologies over and over, with a higher-up personal to call me back with explanations. I never did receive that call.Desired Settlement: Return of our route delievery service.

Business

Response:

This letter is in response to complaint [redacted] submitted on October 29, 2013 to The RevDex.com by [redacted]. On September 26, 2013, The Roanoke Times mailed subscribers in the Bland and

Mechanicsburg Virginia area a letter notifying them in advance how our delivery changes will impact the delivery of their newspaper. Beginning Monday October 7, 2013, we started mailing the Monday Saturday newspaper via the United States Postal Service. The Sunday edition continues to be delivered by an independent contractor. This change in delivery did not

affect their current subscription rate. This change was necessary for The Roanoke Times from an economic standpoint. In our outer lying areas such as Bland and Mechanicsburg, VA, delivery routes are frequently assessed based on distance, number of active subscribers and profitability for our independent contractors. This particular delivery route no longer met any of the above criteria, therefore, we had to make this difficult business decision. We are not able to guarantee same day delivery using the USPS. However, The Roanoke Times does offer a daily digital replica of the newspaper that is available at no additional charge

to all current subscribers. If that is not an option for some subscribers, we would be glad to cancel their subscription and refund any remaining balance on their account. If there are any further questions please feel free to contact me at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: Agreement with The Roanoke Times to deliver to paper box daily--payment by credit card. The Roanoke Times began mail carrier delivery on Oct. 7 (as per letter to me). The following week (Monday, Oct. 12) was a holiday so no paper (it came on Wed. not Tues). On the following two Saturdays the paper did not arrive at the post office in time for the carrier I got no Sat paper (it came on Monday). On Sunday, Oct. 20 I received the correct front section but the back section was for the previous Sun. (Oct. 13). On Monday, Oct. 21 the date on the paper was Oct. 20 and was a duplicate of the day before. There are 17 Roanoke paper boxes in the Crandon/Mechanicsburg area. We are approximately 5 miles from the Giles County line and those folks are getting their daily papers. I (and my neighbors) have talked with the post office and several personnel at The Roanoke Times concerning the services we have paid for and not receiving. Thank you for any assisstance you can provide.Desired Settlement: Return to daily paper delivery by carrier not by postal carrier and/or adjust current payment.

Business

Response:

This letter is in response to complaint [redacted] submitted on October 29, 2013 to The Revdex.com by [redacted]. On September 26, 2013, The Roanoke Times mailed subscribers in the Bland and Mechanicsburg Virginia area a letter notifying them in advance how our delivery changes will impact the delivery of their newspaper. Beginning Monday October 7, 2013, we started mailing the MondaySaturday newspaper via the United States Postal Service. The Sunday edition continues to be delivered by an independent contractor. This change in delivery did not affect their current subscription rate. This change was necessary for The Roanoke Times from an economic standpoint. In our outer lying areas such as Bland and Mechanicsburg, VA, delivery routes are frequently assessed based on distance, number of active subscribers and profitability for our independent contractors. This particular delivery route no longer met any of the above criteria, therefore, we had to make this difficult business decision. We are not able to guarantee same day delivery using the USPS. However, The Roanoke Times does offer a daily digital replica of the newspaper that is available at no additional charge to all current subscribers. If that is not an option for some subscribers, we would be glad to cancel their subscription and refund any remaining balance on their account. If there are any further questions please feel free to contact me at [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.On holidays we receive no paper. Also this US mail delivery has caused subscribers to cancel which means even fewer subscribers. I don't feel The Roanoke Times is trying to make this acceptable to us and they don't care. They called a neighbor and assured him he would get box delivery as before if he would resubscribe (with a reduced rate). I feel they could get new patrons if they can locate a deliverer. Thanks

Review: Hello, and thank you for being a help to those with business problems who aren't having success resolving them on their own.

My problem with The Roanoke Times is this: My [redacted] card continues to be charged for newspaper delivery eventhough my rual delivery newspaper tube was taken away on August 10th, 2015. So, what I am seeking is a refund of charges spanning nearly seven months ( a portion July, 2015 + August + September + October + November + December + January 2016). This is a long time for this to go uncorrected and I hope the Revdex.com has better luck getting action than I have had.

Allow me to briefly describe the chain of events leading to this complaint. This all began in July 2015. First, [redacted] issued me a new credit card. This was because there had been a "security compromise" somewhere. Shortly thereafter my Roanoke Times delivery stopped. This would have been in early July but I don't know the date. I assumed the stoppage was because the Times tried to charge my old [redacted] card and it didn't work. However, no one could confirm this to me. I called the Times in mid July, gave them my new [redacted] card number, and told them to get back to delivering my newspaper. But my paper did not re-start. About a week later I received a phone call from a company (not the Roanoke Times) asking if I wanted to begin taking the Roanoke Times. I said I was already taking the paper, but it had stopped and had yet to re-start. The woman said maybe she could help, so I took down her phone number. I wound up calling her company about a week later when my paper deliverly had not started. I gave them all my information and asked if she could get my paper re-started.

Later that month I needed to go out of town for several days and my paper delivery had still not re-started. So, I called the Roanoke Times customer service number and told them my paper delivery was supposed to be re-starting, but I was going out of town and did not want it restarting before August 10, 2015. I even asked to speak to a supervisor and asked him to make sure of this because I did not want to return home to a newspaper tube stuffed full of newspapers. Well, I returned home the night of August 9th to find my newspaper tube stuffed with newspapers. So, I pulled the whole fence post rual newspaper tube thing out of the ground and laid it down where it had been, with a hand written note taped to it which said, "TAKE THIS AWAY TODAY". The next day it was gone. The one person in this entire story that deserves a medal for actually doing what they were asked to do is the person that took it away. Also on that day (August 10th, 2015) I phoned the Roanoke Times customer service number and told them I was ending my subscription. But the next month they charged my [redacted] card again. I've called them multiple times since then telling them to 1) stop charging me and to 2) refund everything they had charged for papers since THEY stopped my delivery in July. I even left a message on the answering machine of the Director of Circulation once but even that didn't get the charges stopped and my money refunded. I don't know how many times I called the customer service number. This past Monday, January 11, I called the customer service number again and asked to speak to the Director of Circulation. They didn't want to put me through, but after much discussion, I was told the Circulation Director would call me. Well, here it is Friday afternoon, January 15, and I have not received a call.

I am one of those old people (I'm 59) who grew up reading newspapers and does not want to read my news off a computer screen. Had the Roanoke Times treated me right - and respectfully - I would have subscribed to their paper for as long as I live in southwest Virginia. But now - forget it! I'm rooting for them to go broke! When they eventually bulldoze down the Roanoke Times building I will dance on the rubble! Please Revdex.com, get them to 1) stop charging me and 2) refund everything they have charged me since THEY stopped my delivery in early July 2015.

Thank you very much.Desired Settlement: 1) Stop charging my credit card for newspapers I have not received since THEY stopped my service in July 2015.

2) Refund all charges they have made against my credit card going back to July 2015.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted] Customer has paid $133.84 since 7/26/15. We refunded $17.20 on 9/14 reducing the liability to $116.64. Customer owed $27.82 on account from 6/02/2015 until the account was stopped on 7/18/15. This reduces the refund customer is owed to $88.82. This amount will be submitted and processed by 1/21/16. Refund to credit card will be made in 3-5 business days. If there are any further questions please feel free to contact me at [redacted]Circulation DirectorThe Roanoke Times[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The refund has been made to my credit card, so all is now . Thank you very much.

Regards,

Review: iI chose failure to respond to requests for assistance, as I feel this is at the root of the problem, but there are several categories under which my complaint would fall. I moved nearly a month ago, and until recently, had an ongoing issue with my paper not being delivered. Here is a timeline of events, which will help see my frustration over the extremely poor nature of customer service I received:

Jan. 22nd - completed a change of address form at the Roanoke Times website, with delivery to begin on Saturday, January 24th

Jan. 23rd - moved into new home

Thurs.. Jan 29th -after several days of no delivery, I contacted the Roanoke Times via their customer service number. I gave my new address to a representative, who assured me that I could expect delivery the next day. I had the rep repeat the address back to me to ensure that it was correct.

Friday, Jan. 30th - still had not received a paper; sent an e-mail via the customer service link on the website to state my problem

Sat. Jan. 31st - received an e-mail from [redacted] with the Roanoke Times (I don't have anything negative to say about her...she SEEMED to try to help me. My problem in much of this process, however, is that many people SEEMED to try to help me to get me to leave them alone, and then neglected to do anything tangible to help me out). Provided her again with my new address. We proceeded to exchange 24 e-mails over the following weeks--I will highlight the most significant of those.

Tues. Feb. 3rd - e-mailed Mrs. [redacted] to confirm receipt of previous e-mail, as it had been several days and I had yet to receive a paper (she hadn't worked since Saturday to follow up on my case, and that was acceptable to me). She spoke to "the guy over our carriers and he says your address should be deliverable. Let me know if you don't get it and I'll follow up."

Thurs. Feb. 5th - followed up with Mrs. [redacted] after still not receiving a paper. She spoke with the person she referenced on Tuesday. I told her to send my contact information to him if necessary. She assured me she would, and that his name was [redacted].

Friday Feb. 6th - asked Mrs. [redacted] if she had heard from Mr. [redacted], as he had yet to contact me. She stated originally that she had not. She sent me an e-mail a few minutes later to state that she had spoken to Mr. [redacted], who had her reprocess the request. She then stated that she sent the carrier a message to start delivery ASAP. She did (and continued to through the process) credit my account for missed papers.

Sat. Feb. 7th - informed Mrs. [redacted] that I still had not received a paper. She stated that she would inform the person over the carriers (did not state the name of this individual)

Wed. Feb. 11th - I knew Mrs. [redacted] was out of the office on Sun. and Mon. and I was very busy on Tues., so I waited until Wed. to contact her again. She claimed that "[redacted] asked about you today when I came in," which I find ironic since he refused to contact me directly. She gave me his phone number, and promised to once again forward my contact information to him.

Wed. Feb. 11th - I attempted to call [redacted] twice. The final time, I left him a voicemail to call me when it was convenient.

Thurs. Feb. 12th - I attempted to call Mr. [redacted] again, and left another voice mail stating that I expected a return call.

Fr. Feb 13th - Contacted Mrs. [redacted] to let her know that I still did not have a paper. I also told her my frustration with Mr. [redacted]'s inability to respond, and asked her to pass along to him that he needed to contact me ASAP. She stated she would, and apologized.

Sat. Feb. 14th - left Mr. [redacted] a voicemail stating that I expected a return call "at your earliest convenience, which at this point should be immediately after you walk into your office and listen to this message"

Sat. Feb. 14th - seeing that I was getting nowhere, I called customer service and asked to speak to a supervisory. I found out that the customer service center is in [redacted] (are you serious?!?). The lady with whom I spoke was very helpful, and agreed to pass along my concern to Mr. [redacted] and another supervisor.

Tues. Feb 17 - left Mr. [redacted] another voice mail. After realizing this was useless, I decided to leave him alone.

Tues. evening 2/17- Feb. 17th. Called the customer service center and spoke to the same individual with whom I spoke on Saturday. She referred me to Mrs. [redacted], who called me back. I was unable to take the call, but she left me a message. In it she stated her apologies, and that the carrier was supposed to contact me on Saturday to figure out the address (he had not). She then promised me a call the next morning.

Tues. evening 2/17 - was contacted by the supervisor over our carrier. I wish I could remember his name, as he was very helpful. It seems like it was [redacted], but I could be wrong. He apologized for the matter, and for the fact that the carrier did not call me on Saturday. He took down specific directions to my house, and told me to call him again if the paper was not delivered in the morning.

Wed. 2/18 - FINALLY after nearly a month, I received a paper. However, Mrs. [redacted] did not contact me as promised. I called her back in the afternoon and left a voicemail stating that I was thankful for the resolution, but that I expected her to contact me ASAP so we could discuss my frustration and the breakdown in the process.

Fri. 2/20 - after still not hearing back from Mrs. [redacted], I left her another voicemail. She has yet to have time to get back to me, but I am so frustrated in the process I felt an official complaint was justified.

Specifically, I would like to know:

- what in the world took so long? This seems like it should have been a very simple transaction

- what is really going on with leadership at the Roanoke Times if multiple people are being asked multiple times to contact me, yet none of them are capable of doing so?

- why in the world is the customer service center in [redacted]!!! I know there is little that can be done about this, but I feel it needs to be passed along exactly how absurd this is.

- is the modus operandi at the Roanoke Times to fall all over themselves with apologies to make you leave them alone, and then do nothing to follow up on the problem? It felt to me like several individuals did this to me, and I know several people have had similar problems and have gotten similar results

- I can type in my address on [redacted] and get a map of my house with specific directions on how to get here. It takes less than 5 minutes. You're telling me a carrier is unable to do that, and then when he can't, it takes him 4 weeks before someone tells him to contact me to find out directions, and he STILL can't make the phone call?Desired Settlement: I'm not seeking money, and my problem has been somewhat resolved, even though I still can't get anyone to contact me! I want a review of the processes involved, I want an explanation as to why the process broke down so badly, and I want an explanation as to how it will be resolved so that other customers don't have to go through what I did. I want the top executives in charge of running the Roanoke Times to know what went on, and to be aware of exactly how incompetent their Customer Service department is, and how lightly some people in their company take their jobs. Although this is not my decision, I know if I were in charge, Mr. [redacted] would no longer be employed, and the carrier in charge of delivering my paper probably wouldn't be, either. They are free to contact me at any point to discuss this matter.

Business

Response:

This letter is in response to complaint [redacted] submitted on February 20, 2015 to TheRevdex.com by [redacted].Mr. [redacted] spoke with the Circulation Director on February 20, 2015 and stated thathe wanted to express his frustration and he appreciated the call back. This matter hasbeen addressed with all parties involved and written procedures have been put in place toensure all customers receive a timely response.If there are any further questions please feel free to contact me at ###-###-####.[redacted]Circulation DirectorThe Roanoke Times[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I expect in the future for their levels or customer support to be greatly improved for not only myself, but for other customers in the area--especially since there are no alternative sources for printed news other than small, local, weekly papers.

Regards,

Review: Over the past month I have called Roanoke times multiple times because I am not receiving my paper. In the last month I have received maybe 5 papers. Everytime I call they say they are working on the issue.Desired Settlement: To receive the paper as which I am paying for!

Business

Response:

This letter is in response to a complaint we received from you regarding newspaper delivery issues for Roanoke Times customer [redacted].

We have investigated the issue, and followed procedures to ensure the service issues are corrected. The contract of the carrier has been terminated, and we are in the process of finding a new contractor for this area. A manager is delivering this area until a contractor is found, and we will continue to monitor delivery going forward.

The customer was also credited for the reported missed deliveries plus an additional two weeks of service for her inconvenience.

If there are any further questions please feel free to contact me at ###-###-####.

Regional Controller

The Roanoke Times

Review: For over 6 months we have had issues with our paper delivery. Each day the problems occur I have called and reported the problem. They range from not receiving papers, wet papers our paper in neighbors yard or in the mud, receiving SOAKING wet papers in PLASTIC bags. Several times we have gone out of town and ask to have our papers saved and delivered when we return, we never received them. I have called countless times and reported problems and have been assured the problem would be resolved. I have ask to talk to a manager and was promised my call would be returned, and it never has been. Finally I ask them to put my paper on front porch.....well last week it was on porch for 3 days and today it is back in driveway. I had also ask for them to put a paper box out to put it in and that was never done. We have never received credit for any of our papers.Desired Settlement: I would like to talk to a manager or receive a letter from manager to hear his explanation to my problem. I have been told I cannot talk to a manager. Thank you

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Unfortunately, we contracted with an outside customer service vendor and that vendor failed to enter complaints, follow up on callbacks or escalate the complaints with our Roanoke office. We will have a manager contact the customer immediately and resolve all issues to ensure the customer remains a Roanoke Times customers. If there are any further questions please feel free to contact me at [redacted]Circulation Director

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Dear Ms [redacted] the Roanoke Times did put out a tube for my paper,and I appreciated that. I received a call from [redacted] from [redacted]. I called this number and it was a number to "skype" ?? After I talked to Ms [redacted]..I was given a number to call [redacted]...a man answered and I ask for [redacted] and was told I had the wrong number. I called it back and ask if this was the Roanoke Times and the same man said yes, I told him I had just called and he told me I had the wrong number. ..he then tells me he is sorry...he was in a hurry ??? He then gives me ANOTHER wrong number [redacted]....finally I get #[redacted]...All I get next I'd a recording from [redacted]...telling me to leave a message.... Ms. [redacted] I have been SO aggrivated with the newspaper I forgot to tell you that we NEVER received any credit for the past 6 months of,mising papers,wet papers and papers not held for us for our vacation weeks. Thank you so much for your help. Sincerely [redacted]

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Spoke with customer and assured her all issues would be resolved. She has correct contact information and we will be checking on her service to ensure delivery is excellent. If there are any further questions please feel free to contact me at [redacted]Chief Financial Officer

Consumer

Response:

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

Review: I had subscribed to the Roanoke Times Sunday only subscription through a sales rep from the Roanoke Times and was suppose to get the paper for 1 year every Sunday as part of the promotion being offered and then in June of this year I received a notice that the subscription was ending and I called the Roanoke Times and the gentlemen told me that they didn't even offer a plan that would have mine running from September thru June and told him of the offer I signed up for and he said that it needed to be forwarded to a supervisor and that someone would call me back. I tried calling again after receiving no response after a couple of weeks and explained it again and the rep said they would check into it and still no response so I called again after a couple of weeks or so and asked for a supervisor and she said that she would call me back. Well never received a call back but did receive a notice that it expired on August 30th and never received any compensation for the times that I did not receive my paper and not to mention a phone call back. The first gentlemen said that I should be compensated due to the sales rep not properly setting up the subscription. The customer service for the Roanoke Times is no help when you call including family that have had issues trying to get issues resolved.Desired Settlement: Either give me my full subscription that I paid for to begin with or refund my money.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Unfortunately, our customer service vendor failed to enter the subscription information correctly. The subscription was entered as a 26 week subscription instead of a 52 week subscription. We will certainly honor the original subscription request and ensure the subscriber receives credit for any missed deliveries. Our local team will contact the customer immediately. Additionally, we will be transitioning to a new, internal customer service center on October 27th. If there are any further questions please feel free to contact me at [redacted]Chief Financial Officer

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not received any compensation regarding the response from the business. I have not been receiving the paper nor have I seen any form of refund.

Regards,

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. The subscription was entered as a 26 week subscription instead of a 52 week subscription on September 3, 2014. The customer’s account received a $15.76 credit on August 17, 2015 because of the incorrect rate. We will issue a refund due to the subscription error that occurred last year. If there are any further questions please feel free to contact me at [redacted]Circulation Director

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: The Roanoke Times has been double charging my debit card since April 2015. I have called several times and they always say someone will call me back,they haven't. I tried to resolve online, but there is something wrong with their website.Desired Settlement: Refund six months of double charging my account and stop charging me twice every month for my daily paper.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Unfortunately, our vendor failed to contact the customer regarding the double charge. We have contacted the vendor regarding this practice and they will be held accountable. We will contact the customer to discuss this situation and we will refund any double charges made on the credit card on file. If there are any further questions please feel free to contact me at ###-###-####.[redacted]Chief Financial OfficerThe Roanoke Times[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: 12-30-2015: Called because a bill has not been received and was told that the bill should arrive in 3 business days.

Called January 11, 2016 and again on January 15, 2016 because I was told previously that the bill had been mailed the address on file is correct I have been receiving the paper over 20 years at this and one prior location. (Service and communication, billing practices have declined) The due date is 12-January-2016 however the customer service representative stated that that date had change because of the two magazine that was included with the papers last year and the additional cost for the Thursday Thanksgiving newspaper. This change/additional charge was made without my knowledge or approval. The rep. stated that customers were given the option to opt out. This option was never mailed or emailed to me. I requested a final bill and my subscription be cancelled.

January 25 2016: Called the Roanoke Times customer service for a final bill and I was informed that I should receive a bill no later than Saturday. I informed the representative that I was still receiving papers and that I had cancelled my subscription.

2/2/2015: Received a text alert that my card had been charged $119. The Roanoke Time called and told that this was not authorized and that I did not call to authorize the charge nor should they have saved my information from a previous payment since this was not authorized either. I have been asking for a bill since the last week of December 2015 since I knew that payment was due on 12 Jan 2016. Each time I was told that a statement would be mailed within 3 days and I never received a bill. I went back and review my phone calls to the time and I made 4 previous call requesting a state. The Roanoke Times is not what it used to be their practices have become a little shady. I cancelled my subscription. I will never subscribe again. I will rely on the internet which has better coverage of the news and is free and without all the bull crap.

2/3/2015: Call to cancel paper receive again this morning. The Rep. stated that they did not cancel and that she could stop the pending unauthorized charge on my card.

2/4/2016: Called to cancel paper, received again this morning. Called and [redacted] stated they did not cancel yesterday

Dispute filed with [redacted] Cards on Feb 4, 2016: I did not call and authorize this charger or authorize the Roanoke Time to save my credit card information from a previous payment made to my subscription. The Roanoke Time has not mailed a bill despite me requesting a bill starting December 2015. I cancelled my subscription because Roanoke Times have not been honest. I also plan to file a complaint with the Revdex.com. This in my opinion is fraudulent behavior. I was also told yesterday 2/3/2016 that the pending charge was stopped. Guess what it wasn’t.

Hello Ms. [redacted],

I cancelled my subscription to the Roanoke Times effective 02-February-2016. I have call the News Paper Three times to cancel and each time they seem to forget. This is to let you know so that you not deliver anymore newspapers. Thank you for your prior service. Please keep this email for your documentation. Regards [redacted]Desired Settlement: I want a final bill from January 12, 2016 to Feb 2, 2016 which I will pay by check and I want my credit card charge reversed. The Roanoke Times saved my informatioin without my permission and fasley stated that I had authorized a recurring charge for their service. This was never done. The carrier has not delivered any additional papers since I contacted her by email and made her aware that I had cancelled my subscription. I have also contacted my credit card company ([redacted]) to dispute charg.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted].Customer’s account was cancelled on February 5, 2016. I have restored the account to the balance of $119.60, the disputed payment that was processed on 2/02/2016. A refund in the amount of $119.60 will be processed in 3-5 business days and mailed. Please allow 10-14 business days for the mail to deliver the refund. Customers balance from January 12, 2016 to February 2, 2016 will be credited to account, no payment is necessary at this time. If there are any further questions please feel free to contact me at [redacted]Circulation Director

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I subscribe to the Roanoke Times using the automatic billing option that pays in advance.

They now want to charge an extra $3 in order to receive the newspaper for the day

after Thanksgiving. I have already prepaid for the month and now they do not want

to honor the contract terms. I think this is a violation of the Unfair, Deceptive, Abusive

Acts or Practices Act (UDAAP).Desired Settlement: Deliver paper as per the prepaid contract terms

Business

Response:

This letter is in response to complaint [redacted] submitted on November 18, 2014.This is in response to a Roanoke Times customer complaint about a price adjustment.The newspaper reserves the right to adjust pricing, and we elected to exercise that optionwith a Thanksgiving Day premium price for home delivery. A letter explaining this wassent to customers paying on a monthly cycle; moreover, those customers who'vecomplained have been given the option of declining the charge and opting out ofreceiving the paper that day.If there are any further questions please feel free to contact me at ###-###-####.[redacted]Chief Financial OfficerThe Roanoke Times

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not fully resolve my complaint. I do not remember this type of surcharge being disclosed to me in my contract to pay a monthly amount in advance. This process renews every month without any action on my part and notice of the price increase was not provided as part of the automatic renewal. Terms and conditions are not provided with each renewal so any notice of the right to charge a special surcharge could have been disclosed several years ago. Also, the response mentions that notice of the charge was sent to monthly subscribers. Was thus few also charged to those that prepay quarterly ? A co worker pays quarterly and did not receive a notice of the charge.

Regards,

Review: I have called, & repeatedly requested for the Roanoke Times to NOT throw their paper (a free advertising paper) in front of my house or in my driveway. They still continue to do this. I hate to report this, but am uncertain what else to do at this point, nobody will listen to meDesired Settlement: STOP THROWING THEIR FREE PAPER IN MY DRIVEWAY OR IN FRONT OF MY HOUSE! IT'S TRASHY!!!

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. The customer is on our Do Not Delivery list and the carrier delivered in error and will be held contractually accountable for this error. We will visually verify the non-delivery of this for the next several weeks to ensure the customer does not receive this again. If there are any further questions please feel free to contact me at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We have had several problems with the newspaper not showing up until after lunch time for several months. I have contacted the company several times to advise of this delay. On Wednesday 9/2/15 we noticed that the paper was not being delivered. I called and spoke to someone at the Roanoke Times on Friday 9/4/15 to advise that we have not received a newspaper since Wednesday. I was advised they had some issues and where trying to resolve the problem. But the problem should be fixed by the weekend. As of this morning Tuesday 9/8/15 I still have not received a paper that I am paying for. I have been advised several times that they have have someone call me back to discuss this matter but I never receive a phone call back. However, they continue to bill my credit card for the delivery but no product is being delivered. I have called several times to the customer service center and am advised they will notify the carrier and the supervisor to correct the problem but the problem is not being corrected.Desired Settlement: On time delivery and credit to my account. A call from the supervisor explaining why a paper is not being delivered to my address when I am paying for the service.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Mr. [redacted]’ complaint was registered the same day as we received notice that there were delivery problems. We have since corrected any delivery issues and have not received any other complaints from this customer. We have also contacted the customer to ensue delivery has improved. Any missed deliveries will be credited back to the customer. If there are any further questions please feel free to contact me at [redacted].

Review: I subscribed to the sunday only newspaper in November. Authorized a credit card debit for the amount of $7.88 a month. I received a total of 4 newspapers from 1 st of November till the end of December. I called each time there was no delivery, in which I received no reply. I cancelled this prescription on or about the first of Janurary. I have received no newspaper since then, however my credit card is still being billed.Desired Settlement: I want a refund on all past payments.

Business

Response:

This letter is in response to a complaint submitted to The Revdex.com by [redacted].After reviewing Mr. [redacted]’s account we are have no record of a request to stop the account in January. We have stopped his account effective March 3, 2015 and issued a refund in the amount of $31.52. If there are any further questions please feel free to contact me at ###-###-####.[redacted]Circulation DirectorThe Roanoke Times[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I was called and offered Sunday newspaper delivery for $1 a week for 26 weeks. After I Agreed to accept the offer I was told I was going to be transferred to a manager to take my payment information. I was transferred to [redacted]. He confirmed my information then asked for my payment information. He then told me that $7.88 would be deducted monthly from my account and would never go up. I asked what happen to the dollar a week deal that I was offered. I informed him that this seemed like a bait and switch. He said,"no, no sir, I was just giving you your options."

I did finally get the dollar a week deal. However the whole event left me unsettled. I felt like This sales tactic was very unprofessional and and underhanded.Desired Settlement: Stop this practice. The phone conversation was recorded so they can listen to it.

Business

Response:

This letter is in response to complaint [redacted] submitted on March 5, 2014 to The

Revdex.com by [redacted].

The Roanoke Times uses a third party vendor, The Pisa Group to solicit the sale of

newspaper subscriptions. After reviewing this call, the supervisor for The Pisa Group did

attempt to upsell Mr. [redacted] into our automatic billing program before taking a

payment of $26.00. We have informed the vendor that this type of sales tactic is

unacceptable. We also informed them that further reports of this tactic will result in our

terminating our agreement with the company.

If there are any further questions please feel free to contact me at ###-###-####.

Controller / Business Manager

The Roanoke Times

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,