U-T San Diego

Review: The UT-San Diego litters every driveway on my street with a Local Values flyer, every weekend. These litter the street, clog the sewer lines, and collect on lawns and walkways. I have attended homeowner's association meetings and my neighborhood is clear in NOT wanting these flyer littering the community. There is also a concern that unwanted material accumulating at a home will be a signal to thieves that no one is home and encourage burglary.Desired Settlement: The desired outcome is that the Local Values Flyer NOT be delivered to Spruce Run Drive, and not be delivered to any surrounding streets in Scripps Ranch Villages immediately and forever. Confirmation of this change would be appreciated.

Business

Response:

We have been in contact with Mr.[redacted] and his HOA to resolve the delivery of the Local Community Values to his community. We recently received the addresses that are within the community and placed them on our do not deliver list. In addition we have escalated them to our 3rd party distributor to ensure the product not delivered this weekend.

Review: In Mar. 14, I negotiated with the UT Customer Service to pay in advance for a one year subscription for the UT and I would not have to pay the coming rate increase. I sent the payment and a cover letter explaining what CS had stated. The subscription was to expire on 9 Mar.15. In Nov.14 I received notice my subscription was to expire in Dec. 14. I contacted the UT CS and started an email thread covering this issue for several weeks. Finally in Dec. 14 I received and email stating my subscription would continue to Mar. 15.

In Jan 15 the paper was stopped by the UT for nonpayment. I contacted the UT CS and explained the situation via email and voice. Neither source would address my issue. The CS hung up on the call and the CS email was not answered.

I have all documents from Mar. 14 thru Dec 14 showing the UT has not honored their written statements. I was never rude during any contact with the UT CS. During my last attempt to email the documents I was placed on hold by the UT CS for 10 minutes until the call was disconnected by the UT CS.Desired Settlement: I want the UT to deliver the remaining subscription for Feb and thru Mar. 15 (to make up for the lost days I did not receive the paper). I want an apology as I was a long time subscriber since 1969. I want the appropriate Manager to state to the Revdex.com, in writing, they will improve their customer service and address their poor online reputation.

Thank you

Business

Response:

Mr. [redacted] has been contacted and provided the requested credit so that his account is paid to 3/22/15.

At the time Mr. [redacted] called we were experiencing issues with our phone system that caused some calls to be dropped which mimicked a hang up. We are very sorry for the inconvenience this caused and are happy to report the technical issues were identified and resolved.

We were very sorry to hear about the issues with our email agents and regret the frustration caused by the mishandling of his initial correspondence with our customer service dept. EMails and calls have been reviewed and additional coaching given to the agents as well as their supervisor. We appreciate the opportunity to identify and resolve these issues.

Review: My wife is mostly housebound and the paper is one source of enjoyment for her. Ever since UT took over North County Times, delivery has been sporadic at best. I have complained many times. On at least two occasions, I have been promised delivery within 90 minutes; it has never been delivered on these occasions with the possible exception of delivery the next day (An unacceptable solution because of my wife's needs.) I have cancelled my subscription and asked for a refund of my charges. I have also offered to resubscribe if they can reliably deliver the paper at no charge for one month. I also work as a psychologist in North San Diego County and the paper sometimes has local news pertinent to my practice. My neighbor gets reliable delivery.Desired Settlement: Described above. Refund and reliable delivery for one month free at which point I will resubscribe.

Business

Response:

Hello,

We are taking direct steps to resolve this on goind delivery issue. I have spoken with the customer and have provided them with our direct line. In addition have given them 30 days credit.

thank you

Review: I was double billed on May 24th. My usual monthly subscription of $27.99 was deducted from my bank account, plus an additional $32.15. I contacted Customer Service via email and the response I received told me that $27.99 would be refunded to my account within 3-5 days. On May 30, when I discovered that I had not received the refund, I telephoned Customer Service and was told that it takes up to 10 days to process a refund, so I patiently waited and when I hadn't received it by June 7, I emailed Customer Service for an update. I was then told that my refund was processed on May 30 (not May 24) and that I should receive the refund within the next few days. 3 weeks after my first complaint about the double billing, I still had not received the refund, so I called Customer Service and was on hold for 55 minutes before I could speak to a representative. I then was told that it can take up to 22 days for a refund. At this time, I decided to cancel my subscription with the Union-Tribune because of their poor billing practices and customer service. My subscription was cancelled on June 14, 2013, but 5 days later, on June 19, another $32.15 was deducted from my bank account. I then sent an email to Customer Service on June 22 which, as of this morning, has not been responded to.Desired Settlement: I would like the Union-Tribune to refund the $27.99 deducted in error in May and the $32.15 deducted after I cancelled my subscription.

Business

Response:

We do apologize for this inconvenience. I have processed the refunds. One for $27.99 and the other $32.15. Our check refund process will pick the refund requests up on tuesday the 2nd of July. Once the check is printed we will place it in the mail.

I have left a voicemail for our customer in order inform her of our process and to let her know we are taking immediate action.

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.

Hello,

Review: I have a home at [redacted]. I also have another home in Palm Desert. Since I am not at my el cajon address all of the time I do not want business throwing thing on my drive way or property. The ut san diego throws an advertising supplement on my drive way on a regular basis. When these papers remain on my driveway and no one picks them up it tells everyone I am not home. That I am away. This includes people who might want to burglarize my house or do other criminal activities . I have called them many times. They have a record that I have asked them not to throw anything on my property but they ignore my request and continue to throw what they call ut san diego local community values. Which is just advertising. I want them to stop and I am hoping you can help.Desired Settlement: I want the ut san diego not to throw or place anything on my property which includes the ut san diego local community values paper.

Business

Response:

We have confirmed with our 3rd party distributor that the ad products will no longer be delivered to Mr. [redacted] address. Secondly, our distributor will continue to monitor the location to ensure that the issue has been resolved.

I spoke with Mr. [redacted] and he has stated that he has not received any of the Local Community Values. In addition I have provided Mr. [redacted] with my direct line should he need further assistance.

Review: I tried to cancel my auto-pay for the newspaper. They said they would confirm concellation. After several requests, they have not confirmed cancellation.Desired Settlement: Cancel my subscription

Business

Response:

Hello,

I have attempted to make contact with the customer by phone and email. The customer's cancellation of automatic deduction has been cancelled as of 11/10/12

We currently do not have a notification of cancellation process at this time. We are looking into an email notification that has not yet been implemented.

thank you

Review: I signed up for a youth fundraiser type of deal where I paid I believe $0.02 to receive the Sunday paper for 1 year. I received the paper for 3 weeks. I sent an email to UT San Diego informing them of the situation and was informed by the customer service rep that the issue would be corrected and I should start to receive the paper again. I asked for the paper that was missed this particular sunday to be delivered and was informed I would receive the paper in 90 minutes. I am still waiting for that paper to arrive. another sunday has come and gone and again, no paper has been delivered. I am very disappointed in union tribune as I really enjoyed reading their paper. I usually purchase a sunday paper, but this was a great deal. I was even ccontemplating signing up for a subscription. that is not happening now.Desired Settlement: not sure what can be done for disappointment.

Business

Response:

We are deeply sorry that the paper has not been delivered. We have taken direct steps to ensure that this sunday paper will be delivered and going forward.

The division manager and the distributor in the area have been notified of this issue and will resolve it with the carrier.

thank you

Review: I have attempted 4 times to cancel my subscription service with UT San Diego. I have called and written emails requesting the cancellation of services. Every time I contact UT San Diego, I have been reassured my subscription was terminated and that I would no longer be charged, but instead receive a "free" edition of one of their products. I have been charged two additional times since I attempted to cancel the first time via phone on June 5th. The customer service representative that my wife spoke with on the phone was rude, and aggressive about trying to keep our subscription active.Desired Settlement: I desire to have the subscription service cancelled completely, and to have my money refunded. The total amount I was charged that I did not authorize was $22.28 between two transactions, the first was on 06/26 for the amount of $11.94, and the second on 7/11 for the amount of $10.34. I have not filed a credit card dispute through my bank at this time, I wanted to resolve the issue with UT San Diego first, but they have not refunded my money and instead charged me again.

Business

Response:

I have researched this account and have found that there has been one refund on 7/10/13 in the amount of $9.53 to the credit card on file. I have processed an additional refund of $14.35 which should apprear on you credit card with in 5 business days.

Thank you for your feed back on the representative you spoke with. We have a quality assurance representative who will monitor the call and provide information to the agent.

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 have received the requested refunds and will consider this complaint resolved.

Regards,

Review: I received an email from "U-T San Diego" reference "U-T Rewards Program...". normally I would have deleted this email without opening it as I do not subscribe to the newspaper, but..

because it mentioned 'changes to our privacy policy'...and 'thank you' I opened it. Below is a portion of the email.

"Your automatic enrollment begins on August 4, 2013. You can find the Terms and Conditions for U-T Rewards by visiting: utsandiego.com/rewards-terms, and you can find additional information about the program by visiting: utrewards.com.

If you do not wish to participate in U-T Rewards, please email us at [email protected] or send us a letter before August 4, 2013 to: U-T San Diego, Attention: Customer Service (U-T Rewards Opt-Out), 350 Camino de la Reina, San Diego, California 92108."Desired Settlement: as previously stated, normally I would have deleted this email without opening it. I monitor my elderly father's email because he has been a victim of ads similar to this without understanding

why he was being charged money or not even know he was being charged money for something he didn't order.

I feel that this is on the verge of fraud/internet theft and this type of conduct should not be allowed...ie, if you don't opt out you will be charged...

in other words if I hadn't opened the email I would have eventually received a bill. True I would have contested the bill, but then there's another hassle I would have had to deal with. What about the elderly who, as with my father, forget, don't understand, may not be sure of what to do and may just send in a check????

I would like to see this type of ads stopped. I did not attempt to contact U-T because I thought that Revdex.com should be made aware...thank you, [redacted]

Business

Response:

Thank you for forwarding the referenced complaint, which

appears to reflect a bit of a misunderstanding of the U-T Rewards

Program. U-T Rewards is intended as a no cost, no obligation benefit to U-T

subscribers. Under no circumstance will any amount be charged to any customer if

they do not opt-out of enrollment, and participating in the program is free of

charge.

We did not receive any information about the subscriber in

the communication forwarded by Revdex.com, but we will be happy to add that person to

our opt-out list if they have not already opted out and/or if this

clarification did not address any concerns about the program.

Thank you for your feedback and please let me know if I can

be of further assistance,

Customer Service Manager

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.

sorry to go through this whole process again, but I tried to respond to the message ref: complaint #[redacted] but could not type anything in the text area and message wouldn't send without text. I accept the U-T San Diego's response although I still think their practice of sending that email to unsubscribers is wrong and easily misunderstood. thank you for your time.

Regards,

Review: On May 26, 2013 I submitted a request through Discounted Newspapers. Com to receive the San Diego Union Tribune newspaper on Fri., Sat. & Sun. at a promotional rate of $17.96 for the first 4 weeks of delivery. On May 30, 2013 my Bank Account was debited the $17.96 and I began receiving the newspaper on Fri. May 31st. On June 18th I checked my Bank Account and discovered that another $17.98 had been deducted for an additional months subscription. When I contacted UT Customer Service I was told that it was an automatic re-occurring charge for continued monthly service. I explained that I never authorized my Bank Account to be charged for more than the first months delivery service and that the original 4 weeks of delivery service had not even completed. I indicated that I wanted to cancel my subscription and requested a refund for the $17.98 charged against my account on June 18th. When I checked my Bank Account on June 19th the credit had not yet been issued and I contacted UT Customer Service again. I was told that it would take any where from 5 - 7 business days for the credit to be processed. I told the UT Customer Service representative that it was unacceptable for them to charge me the $17.98 before the end of the 4 week delivery period and for them to take 5 - 7 business days to issue me the refund. At no time did I authorize Discounted Newspapers. Com or U-T San Diego to debit my Bank Account for more than the first 4 weeks of delivery at $17.96. This appears to be a common practice on the part of U-T San Diego when charging a customer for additional delivery service or an increase in the subscription rate. I find this practice to be boarder line fraud and done intentionally without proper notice to the customers.Desired Settlement: Because I believe that Discounted Newspapers. Com and the U-T San Diego acted with intent to defraud me I fell that I deserve not only a credit for the June 18/19th charge of $17.98 against my Bank Account, but also a refund of my original charge of $17.96 that was debited against my account on May 30th. I would have never subscribed to the U-T San Diego if I new that they would be automatically charging my account without my explicit authorization.

Business

Response:

This is the first time that we have been made aware that this website , which is hosted by a third party vendor had changed our previous format. We appriciate the information and have sent this to our sales team to revisit the site and make necessary changes.

We have processed the refund for a total $35.92 back to the customers account which will be processed on Monday.

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 am STILL getting the UT junk paper on my driveway. I have left it there - come clean it up ASAP. So UT is still up to it's usual BS. 6 months go by and now it's back. Why does this company have an A rating? Seems like F is more fitting. Last go around I was given the number below but no answer and a voice mail with no description on who I am calling. Please stay out of our area - NOBODY wants this junk paper on their driveway. We get enough crap in our mailbox. WTF - do I have to sue you over this? Seriously? U-T union tribune local community values [redacted]@gmail.com Apr 26 to me. If the community values paper arrives on my driveway again call. [redacted] directly and person delivering to route will be fired. Do not pick up the paper, leave it there.Desired Settlement: A PERMANENT solution. If this means you can't deliver to our area because you hire people too stupid to read an address then so be it.

Business

Response:

Hello,

I have contacted our 3rd party delivery service. They have confirmed the pick up of the publication and are resolving any ongoing delivery concerns.

thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

I have no doubt I will be writing you again in the next 6 months to complain about this irritating company that does not seem to have any long term solution to their neighborhood littering program.

Regards,

Review: On June 21, 2013, while attending the SAn Diego Fair, I signed up with the U-T San Diego Newspaper for a 7-day subscription. I paid the subsription price and to date I have not receive a single newspaperDesired Settlement: Begin receiving 7-day newspaper as I paid for

Business

Response:

We have resolved this issue with Mr [redacted]. The manager for out 3rd Party Vendors has contacted the customer and ensured that his delivery will continue and that money that was paid to the vendor will be placed on his account.

We will continue to work with our sales crew along with our call center to provide the best service to our customers

Review: On 2-20-13 I Subscribed to U-T San Diego Paper (introductory Offer) Order# [redacted] for a 2 month subscription for $23.99.

Paper started on 2/24/13

$23.99 was deducted from my credit card on 2/26/13

I Canceled the paper on 4/15/13 @7:44am

Paper stopped 4/23/13

An overcharge of $23.99 was deducted from my credit card on 4/26/13 after I canceled the paper.

5/1/13 I called U-T San Diego Customer service ###-###-#### to ask for a refund for the overcharge, they agreed it was a mistake. The refund could not be put back on my credit card because I had to stop it due to fraud two days before. I was told it would take a month to get me a check out for the overcharge.

7/1/13 Still have not received a refund for $23.99 over charge.

7/1/13 I called U-T San Diego Customer service ###-###-#### again. I was told that a request was put in for my refund then it was written off because a check was not approved. I asked again for my overcharge refund and was told, because it could not be put back on the original credit card they could not guaranteed I would get the refund. I then talked to the supervisor she said it could take another month because they need to put it on the canceled credit card and if that fails then it will be put on a check.

At this time I feel this is a scam. They get you to sign up (at Vons) and if you cancel they charge you another month. Most people probably do not check their credit cards as close as I do. A person should not have to go through so much because they thought they were subscribing to a creditable company. I heard U-T San Diego was having finical issues, but I didn't think they were illegally charging people for items not delivered.

Also U-T S D sent an email for a survey. It was TO MY X-HUSBAND not me. My divorce was finalized on 3/14/05. Why they had his name on it, I don't know. I hope they are not going to make the check out to him. He still owes me 5 years of child support and he can't be found.Desired Settlement: To be refunded $23.99 by 7/7/13. Its been two months I don't want to wait three months or not be paid at all because they wrote it off again.

Business

Response:

We are truly sorry this has occured to this customers account. It is not our policy to take another auto debit from a customers account when a stop is requested. It was a data entry error from the representative that initially took the call. The issues have been addressed . We are currently in the process of changing call centers due to such issues. We value all of our customers.

A refund has been processed and the credit has been applied to the customers credit card. Please allow 3-5 business days to see the adjusment on their billing statement.

Consumer

Response:

I have reviewed the response 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 am not satisfied with this resolution because as I said in my complaint and to U-T San Diego the credit card number they have is closed due to Fraud. I offered to give U-T San Diego a new credit card number to put it on and they would not accept the new number. Therefore, again I will not be paid by the method they are offering.

Review: On Thursday, 1/9/2014 I contacted UT San Diego Customer Service to initially end my subscription because I needed to reduce my monthly expenses. I spoke with Lisa, who after looking in to my account came back and offered to reduce my subscription rate from $20.01 to $10.35 per month for Thur. - Sun. delivery. Over the past 35 days I have been charged the following amounts regarding my subscription: 12/5/2013 - $20.01; 12/25/2013 - $20.01 and now on 1/9/2014 - $10.35. When I discovered the $10.35 charge to my account om 1/10/2014 I recontacted Customer Service and spoke with Larry. He indicated that because of "bonus issues" of the paper my subscription was not paid up to date and that is why the $10.35 charge was made. I told him that I no longer wanted to subscribe to the paper because of managements unethical way of charging customers. This is not the first time that I have had an issue with UT San Diego regarding subscription charges. I requested a refund for the $10.35 charge and to cancel my subscription. In the past I have had problems getting refunds towards my account from UT San Diego.Desired Settlement: Why I have been charged over $50.00 in the past 35 days for a subscription that was initially $20.01 a month and then reduced to $10.35 per month, they can't give me an adequate reason.

I believe that I should be issued a refund for the $10.34 charged against my account on 1/9/2014 and an explanation and refund for all or part of the $20.01 charged against my account on 12/5/2013 and 12/25/2013.

Business

Response:

We

refunded both the $10.34 charge and the balance of $21.18 back to Mr. [redacted]'s

visa card that we had on file. There were two refunds and they were both

processed early last week.

There were

two contributing factors to the multiple debits that occurred. The first was

the impact of the charge for premium content for the Thanksgiving paper and the

Christmas Day paper. The second factor was related to a timing issue with the

billing change to move him to a lower rate. Both situations are outlined below.

12/03 Auto

Debit 20.01 for the period of 12/8 - 1/5

12/06

Adjustment for Thanksgiving moved the 1/5 date back to 12/29

12/24 Auto

Debit 20.01 for the period of 12/29 - 1/26

01/06

Adjustment for Christmas moved the 1/26 to 1/19

01/10 Rate

Change to lower rate from 20.01 to 10.34 for Bundled subscription (print + all

digital access). Due to the fact the subscription includes digital access and

is a 'bundled' rate the system has to transfer the funds off the account and

then transfer them back on at the new rate. In Mr. [redacted]'s situation there was

a timing issue where an auto-debit job ran at exactly the same time that the

funds were transferred out - and before they came back in. So the system saw

the account as being without funds and processed the 10.34 debit. Once the

transfer-in occured it moved the paid-to date out to 03/09/14 as a result of

the new debit and the lower rate.

As

mentioned at the beginning, we have now refunded back both the 10.34 as well as

all remaining funds. If Mr. [redacted] had continued his subscription at the lower

rate he would have the option to opt-out of any one or all of the Premium

Content days. He would still receive the newspaper but would not receive the

additional content or ads related to it and would not see any impact to his

paid-to date or any additional fees.

Review: My subscription for this publication ended on 10/11/2013. I received two phone calls asking me if I wanted to renew my subscription and both times I told them no. they continue to deliver the Sunday Paper and then sent me a bill. I went to the website they listed on the bill and send a email telling them that I had no interest in renewing the paper, as I had previously told them twice and that I had no intention of paying the amount they claimed I owed. Never received a reply. Today I receive the paper again.Desired Settlement: Just want them to stop delivery and stop asking me to pay for services that were terminated on 10/11/2013

Business

Response:

It is our policy to side with the customer when we are unable to verify the request and therefore we have stopped her subscription effective tomorrow's date and the balance written off as requested. We are sorry that the original request was not processed a few weeks ago as the customer had expected.

We did research the call and email history to determine why the communication break down occurred so that we could address it however we were unable to locate any live calls. Our outbound Retention Call Center logs indicate they called the customer twice on Sept. 19 and Oct. 9 but did not reach a live person and left messages on an answering machine. Our inbound Customer Service Call Center does not show a call from the phone number we have on file for this customer. The only email contact they have recorded was received yesterday, the same day the Revdex.com complaint was filed. That email is still within the 24-hour response window service level. Based on our findings we are unable to determine where the breakdown occurred but as stated we defer to the customer in these situations and have stopped the account and written off the balance.

Review: A salesman for The Union Tribune came to my door and sold me on the paper. He told me that it would be $2 a week after first receiving a trial of 3 weeks. After the 3 weeks were over if I was happy he would then bill me at a monthly rate of $2. Then he gave me a contract that stated that the monthly rate was $2.50 and that there was a $25 initial payment that was never disclosed. He came at night and it was too dark for me to see the contract at the time of sale but after going into the house I could see that he lied to get me to sign the contract. So I waited until the next day, as the customer service line was closed by this time, and called to cancel. While talking to the customer service people I was notified that there was nothing they could do to stop this order from being placed. I would have to wait for the order to be placed before I could close the account. By that time my account will have been charged, possible over drafting my account since I don't currently have the money in my account to cover that $25 initial payment. I spoke to the supervisor but the only thing he could tell me is that I should call my bank and let them know not to accept that charge. I feel like it should have been their responsibility to stop this charge since it was their salesman that misinformed me. I also asked if there were anyway for them to talk to the salesman and they told me no. So this guy is walking around neighborhoods selling papers and giving people incorrect information and they're saying there's nothing they can do about it. If nothing else this man needs to be stopped.Desired Settlement: I would like this order stopped before my account gets charged. If there's really no way for them to stop this transaction from going through, I will need a refund of the charge as well as any subsequent charges incurred from my bank. If he had been truthful when describing the cost of signing up I wouldn't have went through with this so I feel my request is fair. I will be willing to provide a bank statement if necessary.

Business

Response:

The customer's order was not processed as requested and he was not charged for the purchased order. He has our direct line should he have any questions.

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 North County Times has consistently failed to deliver our Sunday subscription. I purchased our two additional subscriptions around July 1, 2012. After three weeks of non-delivery, I contacted the Circulation Systems Administrator and was told on July 17, 2012 that the service would start. We did not receive the additional papers. On August 8, 2012 I sent another message to the same person that we had not received our papers. I was provided with the names and email addresses of the delivery manager and his boss. I sent an email to both and never received a response. The papers were still not delivered. I followed up again with an email to both on August 23, 2012 and again never received a response. We moved apartments within the same complex and I faxed our change of address to the main office. On September 1, all three of our subscriptions were finally delivered - but to our old apartment. I sent an email notifying the Circulation Systems Administrator, the delivery manager and his boss of our change of address AGAIN. I did not receive any response. The papers were not delivered at all the following week on September 9, 2012. I submitted a complaint via their online complaint messaging and received a confirmation email of my complaint submission. I also made three phone calls to subscriber services. Our papers were not delivered on October 14, 2012 and I submitted a complaint via the online system and also called subscriber services. We did not receive our papers on November 11, 2012 and I contacted subscriber services via phone. I have never received a phone call or email from anyone at the NC Times to follow up with our delivery issues. Delivery was missed another 2 times since November 11, 2012, most recently on December 30, 2012. I have sent e-mail complaints to every contact I have and have called every number available. After six months, this problem should be resolved.Desired Settlement: In consideration of the number of papers that have been missed and the monetary outlay for purchasing my papers at newsstand prices, all three of our subscriptions should be extended for one year at no cost. If we decide to continue our subscription with the NC Times after the extended year, we should have the option to purchase our subscriptions at the original discounted rate for an additional year.

Business

Response:

Hello,

I spoke with our customer and resolved the delivery issues. Our resolution consisted of 1) 3 months credit on each subscription (for customer, her mother, and her boyfriend) 2) spoke to distributor in the area to ensure delivery issues are resolved and consistant deliveries are made. 3) provided the necessary training oportunities to our agents at our call center to better assist our customers.

Thank you

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: Numerous phone calls to inform business that newspaper was being delivered to my address rather than the correct customer's address. This problem has been on-going for close to 2 years. I have requested to speak with supervisors but have been told "there are numerous supervisors". No phone number given to contact an employee who would correct the problem. Phone numbers for complaints go to a phone bank service. Only after repeated contacts was I given another phone number. Again, I was repeatedly assured that the delivery of the newspaper to my home would cease.

I have stressed that this has become a safety and security issue as the newspaper sits in my driveway if I am not home. The newspaper subscription is for my elderly housebound neighbor. A family member is responsible for collecting the newspaper off my driveway and/or I hand deliver it.

My last complaint call was February 13, 2014. I was told that my complaint would be "expedited" and the proper person would be contacted. I was also told that an aerial view of the properties would be taken. There are clear address numbers, obvious different driveways, and easy access to the proper subscriber's property.

Again, this is an on-going problem (close to 2 years). In speaking with the family member of my neighbor, he stated that he has also called the Union Tribune to have the paper delivered to the proper address.Desired Settlement: Stop delivering the Union Tribune to my home.

Business

Response:

This matter was escalated to our Division Manager for this area to research and resolve. The solution is to deliver the paper on the far right side of the driveways, near the "Go Solar" sign as requested by our subscriber. We talked to them this morning and they indicated that the paper is now being thrown to their satisfaction and has been since 2/14 when the issue was escalated.

We have attached a photo of the property with the Go Solar sign.

Review: Back in May of this year the delivery person didn't deliver my paper to me, and I only signed up for the Sunday Edition. I called the Union Tribune and asked that my services be cancelled. I was told by [redacted] that he would cancel my services. Well a week later they with drew the funds from my checking account to pay for the month of June, at that time I called and [redacted] told me he would see that my money was put back into my account it would take 3-5 business days, well it is a month later today and my $13.97 has not yet been credited back to my account. Can you please help me. Thank youDesired Settlement: Since they with drew the money my bank charged me $35.00 for insufficant funds fee, so I would like $48.97 to be put back into my checking account. Because of the Union Tribune my account being negative was there fault.

Business

Response:

A refund check was mailed out to the customer in the amount of $12.00 per a conversation with a representative at our call center. I spoke with the customer about the insufficient funds charges. She will be faxing the documentation of those charges and an additional refund will be processed of $36.96.

Consumer

Response:

I have reviewed the response 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,

the ut took $13.97 from my account and the checks they sent me was for #1.03 and $9.66 that does not total $13.97.

Business

Response:

When I spoke to the customer she had agreed that the additional refund will be processed along with her requested of overdraft fees of 35.00. She also took down our fax number to provide proof of those overdraft fees. This conversation took place on 6/19/2013. I just left a voice mail for this customer in order to resolve this issue.

Review: I cancelled my delivery in October and have called many times and still no refund. They owe me $47.11 for ending my service and I want them to send me a check.Desired Settlement: Send me a check.

Business

Response:

Hello,

We do are truly sorry for the delay. A refund check will be processed back to the customer in the amount of $47.11. Our checks are processed on mondays and are sent out on that friday.

Thank you