United Oil

We have been unsuccessful in reaching Mr. M[redacted].  We did leave several voicemails asking him to call so we can discuss.  We did provide additional credit to the account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am writing in regards to the rejection that I sent. I think I missed the portion where I am supposed to write my reasoning for the rejection. The ID assigned is [redacted]. The reason for my rejection is that the company completely refused to cancel my subscription. It is impossible to get ahold of someone from that company so that is why I had to resort to this. I specifically wrote to cancel my subscription. Instead of canceling it, the person wrote that I can cancel at anytime, but they will not cancel the subscription, even though I specifically asked for them to cancel it. That is ridiculous and very spiteful. He also attempted to justify the spike in my pricing, and I just want to clarify that I was a new customer at the time, and they spiked my price out of spite just because they weren't happy that I submitted a complaint asking for reimbursement for the product that I paid for. Also, he stated that it said it was not available in all areas but that was not stated to me, especially considering that I was able to place the order for the subscription. If that is an issue, which they are obviously not taking responsibility for, they should not have it as an option online for me to receive and pay for both products. To resolve the issue, all that I would like is the reimbursement, as he said he would do, as well as canceling my subscription (which is what I specifically asked for.) I think it is ridiculous that he told me I can cancel at any time (which I did ask for) but he told me instead that I have to contact them to cancel it.>
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I want to know when my original payment is found & posted to my account!!!!!!!!
Regards,
[redacted]

We apologize for the recent delivery issues. Our investigation showed your carrier had a substitute delivering the route and was not aware of your request to deliver at the side door. We have placed a message on your account to help reduce this error from occurring in the future. Credit was issued...

to your account for the missed deliveries in which you contacted us last month, additionally I have added 2 weeks to your subscription for the inconvenience. If you have should have further concerns please contact customer care at ###-###-#### or if at any time you are are not satisfied and wish to cancel your account, you may do so for a full refund of your recent payment by contacting customer care at ###-###-#### or [redacted]. Thank you,  Kelly [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may...

update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11912087, and find that this resolution is satisfactory to me. 
Regards,
James M[redacted] They state that I could not be contacted, yet I did in fact speak to a Journal/Sentinal representative. She agreed to NOT 'extend' my subscription but in fact to honor the contract which I signed. Thank you Revdex.com for your help, they refused to speak with me until you got involved

The delivery issues have been escalated to our distribution team.  The credits are applied to the account and reflect on the next bill.  Ms. [redacted] is on annual billing so only sees those credits once a year.

The missing check payment was located and applied to the account.  I did leave a voicemail and send an email to Ms. [redacted].

We were successful in delivering two copies last week.  Ms. [redacted] and I are staying in touch.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The Journal HAS NOT sent me an e-mail or called me or left a message. I was never on an agreed rate of $20.82 or ever agreed to sign up for 3 months at a time so that information provided is false. Furthermore, none of my questions or statements have been answered or confirmed. In my opinion, they are continuing to make this difficult by not seeming to not completely understand the issues and questions I would like a resolution to.If any additional information is needed from me, please let me know.
Regards,
[redacted]

I apologize for the frustration you experienced when trying to view your full online access. I reviewed your account and verified you have been able to successfully log in and access your account today as well as the comment section of JS Online. Your subscription has been adjusted so you were not...

charged for any time prior to today. Future monthly charges to your credit card will occur on or about this day each month.  Thank you,

We apologized to Ms. [redacted] for the delivery issues.  We are providing a credit to cover two months of delivery.  We contacted Ms. [redacted] and she is satisfied with this resolution.

Regrettably the original refund was sent to the address in [redacted] and returned with no forwarding address on file. At the time of this complaint, the funds were still awaiting disbursement. A new refund has been issued and a refund check has been printed and sent via Fed Ex as of 10/27/2015 to...

the new address listed in this complaint. There is no excuse for the lack of follow up by the customer care agent after the call in August and will be addressed with the individual.   Sincerely, [redacted]@jrn.comVP Circulation Audience & Customer Care

Mrs. [redacted] is still on the rate of 3 months for $20.82.  I've provided detailed information of the new charges in an email response to her and left a voicemail so we can connect and discuss.  I'm am sorry that we have made this difficult to resolve.

Tell us whyDear Sir,The vacation policy the customer is referring to is not a recent change but one that went in to effect in 2012. Verbiage regarding this policy is listed on each renewal statement as well as on the self-service portal and all promotional pieces.    The subscription...

rate is a package that includes digital access. We realize not everyone reads all sections of the newspapers or takes advantage of all channels of delivery. However, currently partial credit is not given if you do not log in to access the digital portion, or you do not have the printed paper delivered for a period of time. Perhaps this will change in the future.  I’ve reviewed the account and show numerous vacation this past year. In many instances he choose to have the papers held and delivered upon his return.  In April 2014 he also questioned this vacation policy and an email was sent to explaining credit is no longer given when the printed copy is held. If you should need further explanation please feel free to contact me directly. Kelly [redacted]###-###-####  here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It has been 3 more weeks with only 1 newspaper being delivered each time instead of the two I am paying for.
Regards,
[redacted]

I regret Mr. [redacted] did not see the terms and conditions at the time of subscribing as they are stated on each printed or digital sales piece that "the subscription will automatically renew at the end of the promotional period unless the customer provides notices of cancellation. "Mr. [redacted]'s...

subscription was paid through until January 6, 2016 and delivery stopped when he contacted us on January 21, 2016 leaving a balance due of $11.18 for papers delivered and received.  Our intention is never to mislead or deliver a product to someone who does not wish to receive it. For this reason, the $11.18 will be removed from Mr. [redacted]'s account and he will remain in good standing should he ever wish to re-subscribe. Regards,

I reached out to Mr. [redacted] and discussed the missed deliveries and opportunities for improved customer service.  We are extending his service for an additional 30 days.  He is satisfied with this resolution and has my contact information.  He will let me know if he has any...

additional concerns.

I regret any frustrating or lack of response received while communicating with our staff. While our physical street address is [redacted], our mailing address is [redacted]. I am unable to provide a sufficient answer as to why the Post Office returned the item to the sender.  Items of...

all sizes are received daily addressed with only the mailing address of [redacted].Regards,[redacted]

Dear Ms. [redacted],I apologize you did not receive a response to your email regarding this inquiry.  I reviewed our records and show an inquiry from the email address [redacted] was sent on January 10, 2015 and was quarantined in our SPAM filter and therefore never delivered....

 I am unable to retrieve the content of the message but assume this is the unanswered inquiry you are referring to. I also found correspondence between yourself and our customer care department in September 2014 from the same email address.  I do not have a reason as to why the message was flagged this time and not the previous communication.  The SPAM filter has certain criteria is uses to review each message before delivering. I regret it went unanswered.Regarding your current billing concern, when you signed up for the digital only package in January 2014 this was a 6 month promotional rate of $4.29.month. After the 6 months, July 2014 in your case, the rate is adjusted to $8.62/month. This information was shown in step 3 at the time of sign up before completing the purchase.  I've attached a copy of the screens for your convenience. Our records show you were charged the new rate ($8.62) for 7 months (July through January). This is an increase of $4.33 ($8.62-$4.29). I regret there was any confusion during the sign up process and hope you feel the product and continued access to late breaking news anytime anywhere is well worth $1.99/week. I'll apply a credit of $15.16 to your credit card on file for 50% of the increase for these past 7 months. Additionally, I'll go ahead and give you the month of February completely free for any aggravation.  The total credit you will see applied to your card will be $23.78.  I hope you continue to enjoy your 24 access to JS Online, the e-Edition and all our smartphone and table apps.If you have any questions please don't hesitate to contact me directly.[redacted]