World Finance

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

Sept14, Revdex.com case # [redacted] ** *** Dear Revdex.com:David K [redacted] , our VP for Audience services, sent the attached letter to Mr [redacted] As always, we take all complaints seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers and non-subscribers as well.Sincerely,Claudia C*** September 13, Mr [redacted] *** Dear Mr [redacted] : Thank you for letting us know about a subscription being entered in your wife’s nameThere is no excuse on our part We have a new sales rep on our call center and this was a wrong number that was accidently coded as a sale The rep realized what they did and stopped the account and also issued a credit so there is no balance owed on this account We have met with this employee and I don’t think this was intentionalWe also have coached this employee about being more careful when entering sales Again, my apologies for the incident, but thank you for letting us know so we could ensure this does not happen again Thank you ­­­­­­­­­­­­­­­ Sincerely, David K [redacted] V.PAudience Services

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] @richmond.Revdex.com.org Regards, [redacted] ***

June 17, Revdex.com case # [redacted] Mr [redacted] Dear Revdex.com: Our Metro Circulation Manager, [redacted] and our State Circulation Manager, [redacted] , have spoken with Mr [redacted] concerning delivery of The Times-DispatchThe [redacted] distributes The Times-Dispatch in the BarhamsvilleareaMr [redacted] ’s carrier was contacted and delivery has been restartedMr [redacted] talked with Mr [redacted] today to confirm that the RTD had been delivered by the carrierMr [redacted] seemed appreciative of the call and follow-through on his complaint.As always, we take all complaints from our customers (and non-customers) very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customersWe hope this is the case with Mr [redacted] Sincerely, [redacted]

Our Circulation Accounting Manager, MsGina Y***, talked with Ms [redacted] about her billing and delivery complaintsMs [redacted] will be charged the current Sunday-only delivery rate, but will be credited the difference to bring the bill down to the rate she sees on her account when she views it onlineIn other words, she will receive a $ [redacted] annual rate (which is no longer available!)MsY [redacted] reports that Ms [redacted] is happy with the resolutionSincerely, Claudia C***

Revdex.com: Ms [redacted] , our corporate Customer Solution Sales Manager, spoke with MrN [redacted] Tuesday evening, March She acknowledged the errors made in the call center and apologized for all the issuesMs [redacted] restarted his subscription to The Times-Dispatch at the four-day, $ [redacted] rate and gave him credit for two monthsMrN [redacted] seemed to be happy with the resolutionMs [redacted] reported that she will follwith MrN***’s account to ensure the invoice being mailed to him is correctAs always, we take all complaints seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers and non-subscribers as wellSincerely, Claudia C***

Dear Revdex.com:The following is from Jeremy G***, our Marketing Subscription Sales Manager: [redacted] started her digital subscription on Dec26, 2016, at the introductory rate of $ [redacted] per monthAs noted at the time of sign-up, the price automatically and correctly increased to $ [redacted] per month after the introductory period of six monthsWe do apologize for the poor response the customer received from our call center when she inquired about the price increase, and as of Jan 4, 2018, the customer has been moved to a new pricing tier of $ [redacted] per month (which does not step up after an introductory period).Also, as of Jan 4, 2018, the subscription fees above $ [redacted] per month that the customer paid since June were applied to her account as a credit, extending the expiration date by five months, until May 17, 2018.As always, we strive to satisfy all customer requests and we take all complaints seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers and non-subscribers as well.Sincerely,Claudia C [redacted] cc: Jeremy G***, David K [redacted]

This morning I received a call from the Richmond Times Dispatch apologizing for the handling of this matter and promising to tell the collections agency to stop trying to collect the $

Revdex.com: I have reviewed the offer and/or 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 My carrier, Walter, has installed a newspaper box as per my original requestThe resolution to have the daily paper delivered on my front door porch wasn't part of my complaint and nor was it accepted as statedI am happy to report that my complaint has been resolved by my carrier, Walter, as he has installed the RTD newspaper box as requested Regards, [redacted] ***

Good morning, again – I talked w/MsY [redacted] who spoke with Ms [redacted] last Thursday, March 23, as stated in our response to her complaintMsY [redacted] told Ms [redacted] she’d get the discounted rate of $**/year, but needed to have it approved by our VP of Audience Growth, David K [redacted] , who was on vacationMsY [redacted] will contact Ms [redacted] again this morning to re-explain the offer and process to herEven if the offer were processed Thursday afternoon, it most likely wouldn’t be reflected on any statements so quickly – less than two business days! Also, we have no payment information (credit/debit card) so there’s no way we could make a credit or debit to her account! I’m certain we’ll have this resolved todayThanks for the call, Claudia [redacted] A [redacted] Administrative AssistantPublisher's Officet***.***.*** f*.***[redacted] E [redacted] St., [redacted] , VA [redacted]

July 14, 2016 BBB case # [redacted] Dear BBB: Our Circulation Accounting Manager, Ms. Gina ***, talked with Ms. [redacted] this morning. The [redacted] s are moving and will call Ms. Y [redacted] next week once they are settled. In the meantime, Ms. Y [redacted] explained and apologized... for the error made when they were quoted a delivery price of $19 for 39 weeks. The [redacted] s’ account will get a credit of $41.75, which will pay for their newspaper delivery through Oct. 20, 2016. Ms. [redacted] was satisfied with the resolution. As always, we take all complaints from our customers very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. Sincerely, Claudia C***

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] .I have checked my account as of 1:43pm on Tuesday Jan 16, and this amount has not yet been credited to my accountI do not recall being informed that the $ [redacted] charge per month was introductory, and I have no record of that in any emails received from the RTD at the time the account was set upI will accept this resolution, however if I do not see the amount credited to my account by the end of this week I will follow up with the Revdex.com Regards, [redacted] ***

Dear Revdex.com:I've attached a response to Mr [redacted] , complaint # [redacted] , from [redacted] , VP Audience Services for The Times-Dispatch.I apologize for the delayI was on vacation and Mr [redacted] didn't see the first email and no one was here to remind him!I hope Mr [redacted] is satisfied with the explanation concerning our recent policy change.As always, we take all complaints from our customers very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers.Sincerely, [redacted]

MsY [redacted] did not process my renewal as she indicated she would in the business's response to the Revdex.comDo I need to submit another complaint?Thank you, [redacted]

Sept13, Revdex.com case # [redacted] ** [redacted] Dear Revdex.com: Our Metro Home Delivery Manager, Scott P***, has contacted Ms [redacted] concerning her complaint to the Revdex.comMrP [redacted] has given his contact information to Ms [redacted] in case she has problems in the future, but he has addressed the issues with his distribution team and will follow up the next few weeks to confirm the problem has been solvedWe’re sorry that Ms [redacted] doesn’t want to take advantage of this informative publication, but we will make sure delivery is discontinued per her requestAs always, we take all complaints seriouslyOur business has many moving parts and involves any peopleWe continue to make every effort to satisfy all of our customers and non-subscribers as wellSincerely, Claudia C***

Oct. 15, 2015 BBB case # [redacted] Ms. [redacted] ** [redacted] Dear BBB:Ms. [redacted] ***, our circulation accounting manager, called Ms. [redacted] but instead talked with her husband. Here is an excerpt from her note regarding our customer’s complaint:“I spoke to... the customer (the husband of the customer; she was not available) below. I apologized for the lack of customer service. I also told him that I forwarded the information to our customer service manager so he could find out where the problems were. I thanked him for bringing it to our attention. “I told him I would issue a refund for the additional $3, but it would be a check since we have purged his credit card information. He said that would be fine.“I also gave him my name and number in case he or his wife had any additional questions or problems.He was very thankful for my call, my informing the customer service manager of the problem and us issuing him the additional refund.”We feel the customer is satisfied with the resolution.As always, we take all complaints from our customers (and non-customers) very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. Sincerely, [redacted]

I appreciated the quick reply by Richmond Times Dispatch to my complaint I believe that there was some miscommunication between both RTD and myself during the initial purchase of the RTD subscription Gina, RTD representative, listened to my complaint and was more than gracious in the offer to remedy the situation Gina also provided her direct number so that once we are settled in our new home, I can contact her and begin our delivery of the RTD again More than satisfied with the time of response and the resolution
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Feb24, Complaint from *** *** *** # *** Dear Revdex.com: Our Circulation Accounting Billing Coordinator, *** ***, researched Mr*** account and provided this information: Customer's newspaper delivery was cancelled Jan18, 2016, with a balance due of $**.**Accounts
with outstanding balances due of more than $** are sent automatically to a collection agency.Mr*** posted an electronic Customer Tracker ticket on Feb9; the balance on his account was cleared as customer says he never received a notice from The Times-DispatchCirculation contacted Mr*** Friday, Feb19, because apparently the carrier was not complying with customer's request to stop deliveryUnderstandably, Mr*** was getting increasingly frustrated.Delivery was NOT made to Mr*** this past weekendWe hope all of Mr*** issues with The Times-Dispatch have been resolved to his satisfactionAs always, we take all complaints from our customers very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customersSincerely, *** ***

re *** ***, complaint # *** Lonnie B***, State Circulation Manager, has talked with Ms*** concerning her payment for delivery of The Times-DispatchA copy of his letter to Ms*** is attachedWe feel Ms*** is satisfied with the resolution to her complaintAs always, we
take all complaints seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers and non-subscribers as wellSincerely, Claudia C***