World Finance

Aug16, Revdex.com case # *** Dear Revdex.com: Our Metro Home Delivery Manager, Scott ***, has reached out to Ms*** and left his contact information should she need him in the future Mr*** has instructed the district manager, the
circulation manager and the carrier for Ms***’s house to stop delivery of our free TMCWe’re sorry that she doesn’t want to take advantage of these informative publications, but we will make sure delivery is discontinued per her request 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, *** *** Tell us why here

Feb15, Dear Revdex.com: Re customer *** *** * *** We are terribly sorry Ms*** had so many issues with delivery of her Times-Dispatch as well as our failure to return her calls as promisedOur new Metro Home Delivery Manager, *** ***, talked with Ms*** and convinced
her to give us another tryWe dropped the ball, but he feels certain he can regain her trust as a customerAs 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, *** ***

Dec5, 2016Revdex.com case # ***Our Circulation Accounting Manager, MsGina Y***, has left two messages on his voicemail for Mr***He has yet to return her calls.Her explanation is:If and when I speak to him, I will explain why he has not received his refundThe sales form specifies that if
you cancel the paper, we will deduct the value of any premium There was only $*** left on his account and the premium value was $**I also will apologize for the miscommunication from the sales rep - we do not have any free trial offersI also will refund his full *** I have already put that process in place and he will be pulled into the refund batch this week I indicated to him today (on my message) that we will issue a full refund to his cardI didn't go into all the others details on the messageBut just in case he never calls me back, I wanted him to know we would be refunding his full amount.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***

Dear Ms***:Thank you for your letterI am sorry for the billing confusionI
have reviewed your account and see that several changes were madeYou were on
a 13-week special which automatically converted to a monthly bill after the
introductory period endedThis is how this special was set
up to work and I am
sorry if this was not communicated to youYou called in and indicated you
wanted to convert back to weeks but the representative accidently put you on
a 4-week rate. Currently, you are back
on a 13-week rate and this is billing you $on each invoiceThis has been
the same since May It will continue to bill at $until that special
runs out (which appears to be sometime in March)Throughout the year, we delivered premium magazines with your
paper and also charged an additional amount for your Thanksgiving paperThe
way our system bills you for these premium publications is to shorten your
expiration dateThis is communicated on our invoicesSo, even though your
bill has consistently been $since May, it won’t cover a 13-week
period. You have the option to tell us you do not want these premium
magazines or Thanksgiving paperIf you choose to do that, please call
804-644-in advance and the charges can be avoided for 2016.We do value your being a loyal subscriberI would like to extend
your $special for an additional two terms past MarchAgain, it will not
extend for months as a result of the premium charges, unless you decide to
opt outPlease let us know if this is a welcomed solutionAgain, thank you
for your input.Sincerely, *** ***

Case Number ***We are very sorry for the confusion surrounding the check
you had sent us and put a stop payment on Our system does not permit us to stop a
payment after the check has been mailed to us.
Therefore, it was processed and returned to your bank when the
stop
payment came through. We did send you a
refund, since the system could not stop the deposit. This refund was for $and was sent to
you on November 16, 2015. It was check
number *** and according to our system, it was cashed on November 20,
2015. In addition to this money being
refunded back to you, we will issue you a second refund for the $that
your bank has charged you. We also
charged you $for a returned check fee (charge applied to your newspaper
account). I will reverse this charge
for you.Again I am sorry for all the confusion and thank you for
being a loyal subscriber.Sincerely, *** ***Circulation Accounting ManagerRichmond Times Dispatch

Revdex.com: Our Circulation Accounting Manager, Gina Y***, has been in touch with Ms*** sonMs*** has received the credit to her account as requestedIn addition, she was credited an extra month which will extend her account to AugMs*** has been “opted out” of delivery of our magazines
MsY*** has talked with Ms*** son (Monday, Feb20) who was happy with the resolutionAs 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***

[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 resolvedI have made it clear to them that while I appreciate and accept their offer, I feel it should not be treated as an exception; rather, they should return to their previously of crediting vacation stops If the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

May 29, 2015 Revdex.com case # ***Ms*** *** *** *** ** ***
***Dear Revdex.com:Our State Circulation Manager, *** ***, spoke with Ms*** Wednesday evening, May After a lengthy discussion, Mr*** assured Ms*** that her complaints
would be addressed immediately (wrinkled papers, poor delivery, poor customer service) and resolved.The carrier for this customer’s area has terminated his agreement with The Times-Dispatch and will not deliver our newspaper after Sunday, May Also, Ms*** will receive a credit on her account for a week’s worth of newspapers.At the end of their conversation, Ms*** seemed happy and was very appreciative of the call from Mr***.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 Ms***.Sincerely,*** ***cc: *** ***, *** ***

Oct12, Revdex.com complaint # ***Dear Revdex.com: Our Metro Circulation Manager, Scott P***, has been in touch with Mr*** concerning his complaint about delivery of the RTD’s free publicationsMrP*** assured Mr*** delivery will be discontinued and offered his contact information should
there be any future problemsAs 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 wellSincerely, 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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com:I would rather have this cancelled.  While part of this process was explained, there was no date provided as to when I would begin receiving the paper.  As a result, I assumed it would have begun yesteday.  I would rather go with a company who can provide better service at this point.  
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

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 request. The resolution to have the daily paper delivered on my front door porch wasn't part of my complaint and nor was it accepted as stated. I 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]

Oct. 18, 2016 Revdex.com case # [redacted] Dear Revdex.com: The administrative assistant in our Circulation department checked on [redacted] account and found that it was terminated as of Oct. 2, 2016. Our Business Office has given a credit to the...

customer as well. This should resolve all issues. As always, we take all complaints seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers and non-subscribers as well. Sincerely, Claudia C[redacted]

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The customer contacted Revdex.com and said that no credit/reversal of the stated fees have yet been received from Richmond Times Dispatch.

Our Circulation Accounting Manager, Ms. Gina Y[redacted], talked with Ms. [redacted] about her billing and delivery complaints. Ms. [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...

online. In other words, she will receive a $** annual rate (which is no longer available!). Ms. Y[redacted] reports that Ms. [redacted] is happy with the resolution. Sincerely, Claudia C[redacted]

Sept. 6, 2017RE complaint # [redacted]Our [redacted] Home Delivery Manager, [redacted] reported that [redacted] changed her request from having a (free) newspaper tube installed in which to place the RTD to having the newspaper delivered to her front porch . The carrier will accommodate...

[redacted] request by placing the newspaper on her porch daily.As always, we strive to satisfy all customers' requests and we take all complaints seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers and non-subscribers as well.Sincerely,[redacted]

Sept. 14, 2016 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 seriously. Our business has many moving parts and involves many...

people. We continue to make every effort to satisfy all of our customers and non-subscribers as well.Sincerely,Claudia C[redacted]         September 13, 2016  Mr. [redacted]  Dear Mr. [redacted]: Thank you for letting us know about a subscription being entered in your wife’s name. There 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 intentional. We 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.P. Audience 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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Revdex.com spoke with the business. At this time the business's records indicate the customer has cashed the check mentioned in this complaint.