USA Today A Gannett Company

Digital Employment Sales CenterGannett DESC*** *** ***
Indianapolis, IN KSt NW, 10th Floor
Washington, D.C2005-Dear Representative Revdex.com,
Complaint ID# ***
Thank you for your letter on Friday 20, February
regarding complaint ID# ***We understand that a complaint was filed on our behalf for product purchased on 12/4/2014.We have investigated the situation, and found that the requested settlement of a refund to our customer's credit card was in fact due to our customer, and as of February 24, 2015, measures have been put in place to refund and settle the amount of the disputeWe have been in contact with our customer and satisfactory arrangements have been agreed upon regarding their current and future product needs moving forwardPlease understand that we have taken the necessary steps to ensure that we continue to address our customers’ needs appropriately, and urgentlyThank you for bringing this to our attentionRespectfully,
Chad V*** Gannett DESC

Sent customer a email to resolve issues and to check if they still want service

Good Afternoon,
USA TODAY performed a well informed price increase on 7/1/Other forms of price increases would be that you were signed up on a special promotion that gradually went back to the full priceWe apologize for the inconvenience of the phone system which is
now operationalThe account payment on 12/16/was set up as a EZ Pay payment which you agreed to allow USA TODAY to charge your account at the end of the current termEZ Pay allowed customers to save on the full price non EZ Pay customers are charged in fullEZ Pay was designed to be a paper less way to renew your account at a discounted price

Good Afternoon,
USA TODAY has awarded the credit of days to your accountThe new expiration date is June We will restart your account when you are readyThank you

*** *** it was great speaking with you this afternoonWe will be sure to order the back issues of the USA TODAY for your fatherPlease be sure to contact USA TODAY at *** for any further issues that you need resolvedThank you.
Dale
J***
Customer Support

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*** ***
10:AM (minutes ago)
tome
Good Morning,
I have taken a look into this request and our records indicate that this refund was given to *** *** on April 30, in the amount of $back to *** card ending in ***
We have since considered this matter closed because this refund payment has not come back to us from her banking establishment, meaning they accepted the payment and placed the credit back into her accountShe also did acknowledge that we were processing a refund for her on April 25, when we informed her of the refund and turn-around processing time as seen below
If she has yet to receive her payment she will need to contact her banking establishment as they have been credited
Thank you and have a good day!
*** ***
Consumer Loyalty Leader
Direct: ***

This customer has been added to our Do not Contact List

Customer account is set up as one day delayThey will get Mondays on Tuesday ectI will look into the issue of not receiving a paper from April- May by contacting our local affiliatesThank you

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I left two messages about the delivery service and the back issues on 5/7,5/8 with no response or call back. We have credited the account for the missed issues.

Good Morning, 
I can be reached at ###-###-####. Thank you

Good Afternoon, 
Thank you for writing USA TODAY. Our records show that the 9/10/2014 paper was ordered for a back issue on 9/10/2014. Please be advised that back issues may take up to 10 business days to arrive. If not received by Wednesday of next week 9/24/14. I will work with...

the local managers to be sure the delivery issue gets resolved. If you need to speak with me please call Dale J[redacted] ###-###-####. Thank you.

I called [redacted] yesterday in an effort to achieve resolution regarding his complaint about the dine-in menus he ordered. He requested that we schedule a call for today to discuss the matter and I just concluded my conversation with him.We reached an amicable resolution that will allow...

us to maintain our business relationship with the full suite of products they've ordered in the past. During the conversation, I was also able to clarify a few misconceptions about what took place. Most notably in regards to the timelines he described that were a direct result of amended orders and the vacation time taken by one our ASCs, not one of our artists, which did not have an impact on our turn-around time. He acknowledged these points and now has a better understanding of how those components of our business work for the future; this should help him better understand expectations moving forward.I agreed to offer him a $600 make-good towards his next agreement considering we were unable to meet his expectations for this order. This amount will off-set the money he spent at [redacted] while waiting for our product to arrive. His local representative will call him this afternoon to schedule a meeting to further discuss the details of his upcoming campaign*If you have any questions or require additional details regarding the resolution we reached, please let me know.

the copy the customer is looking for is not available as a back issue. The covers are regional the back issue customer receive is the eastern regional copy. This customer will be refunded the funds in the amount of $7.95

[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]

The phone number given is disconnected I have sent a email to contact us before we settle on the refund.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: ***
I am rejecting this response because:
I believe the instruction provided by USA Today on their "Subscribe Now" page should be clearer about cancellation.  The instruction from that page is as follows:
 "if you decide to cancel your subscription, you may contact customer service at 1-800-872-0001 and the full amount of any balance over $2.00 will be returned." I think it would be clearer to customers if "must" replace "may".  I read may indicating this was one possible way, not the only.  Having recently cancelled a number of other publication online I assumed this would be possible with USA Today; it is now clear that they do not wish to allow their customers this option.
Regards,
*** ***

[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 did receive two phone messages regarding the refund, I did not get an opportunity to call back in a timely manner.
I am now aware of the different types of stops, however, the circulation employee I spoke to did not mention any charges.  Had I known there was a charge I would not gave agreed to the deal.  My msin hoal with stopping my subscription was to have zero expense.  Since I spoke to a live person while setting this up I believe it should have been mentioned.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: There is no phone number to contact [redacted]  Without this we can't complete this claim.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
USA Today fails to address most of the issues.  Their reply says nothing about what is going to happen going forward.  I asked that they stop charging my card and nothing is noted in their response.  They quote a price increase on 7/1/12 and my complaint was about a 30% increase from 2013 to 2014.  They don't state why they changed the frequency of payment or answer why my letter was not acknowledged.
Regards,
[redacted]