World Finance

Dear Revdex.com:The following is from Jeremy G[redacted], our Marketing Subscription Sales Manager:[redacted] started her digital subscription on Dec. 26, 2016, at the introductory rate of $[redacted] per month. As noted at the time of sign-up, the price automatically and correctly increased to $[redacted] per month...

after the introductory period of six months. We 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 2017 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 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] cc: Jeremy G[redacted], David K[redacted]

[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]

June 17, 2015 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-Dispatch. The [redacted] distributes The Times-Dispatch in the...

Barhamsvillearea. Mr. [redacted]’s carrier was contacted and delivery has been restarted. Mr. [redacted] talked with Mr. [redacted] today to confirm that the RTD had been delivered by the carrier. Mr. [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 seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. We hope this is the case with Mr. [redacted]. Sincerely,[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 delay. I
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 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]

Revdex.com --David K[redacted] our VP for Audience Services, was unable to reach Mr. [redacted] by telephone, so wrote to him instead explaining our vacation policy (see attached letter). Mr. [redacted] will be placed on our "exceptions list" for vacation credits and has been given a credit for his most recent vacation...

papers. We believe this action will be satisfactory to Mr. [redacted].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,[redacted]

[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].I have checked my account as of 1:43pm on Tuesday Jan 16, 2018 and this amount has not yet been credited to my account. I 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 up. I 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]

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

July 14, 2016   Revdex.com case # [redacted]  Dear Revdex.com:  Our Circulation Accounting Manager, Ms. Gina [redacted], 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[redacted]

[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]@richmond.Revdex.com.org.
Regards,
[redacted]

Nov. 1, 2016Revdex.com case # [redacted]Dear Revdex.com:Our Business Office has handled and resolved the billing issues as stated by Ms. [redacted]. Also, our circulation manager has assured Ms. [redacted] that there will be no more deliveries of our...

products to her address.The customer has been given contact information in case anything arises in the future.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]

[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]@richmond.Revdex.com.org.
Regards,
[redacted]

Good morning, again – I talked w/Ms. Y[redacted] who spoke with Ms. [redacted] last Thursday, March 23, as stated in our response to her complaint. Ms. Y[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 vacation. Ms. Y[redacted] will contact Ms. [redacted] again this morning to re-explain the offer and process to her. Even 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 today. Thanks for the call, Claudia [redacted]Administrative AssistantPublisher's Officet. [redacted].[redacted].[redacted]  f. [redacted].[redacted].[redacted] E. [redacted] St., [redacted], VA  [redacted]

I talked with the person with the Times Dispatch this morning and he will take care of canceling the paper, thanks for your help

Sept. 13, 2016   Revdex.com case # [redacted] Dear Revdex.com: Our Metro Home Delivery Manager, Scott P[redacted], has contacted Ms. [redacted] concerning her complaint to the Revdex.com. Mr. P[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 solved. We’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 request. As always, we take all complaints seriously. Our business has many moving parts and involves any people. We continue to make every effort to satisfy all of our customers and non-subscribers as well. Sincerely, Claudia C[redacted]

Oct. 15, 2015 Revdex.com case # [redacted]Ms. [redacted]
Dear Revdex.com: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]

[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 and talked by phone with them concerning the same in reference to complaint ID [redacted], and find that this resolution has been very satisfactory to me. I appreciate how quickly the business responded to my problem. They have even offered an exception to me in the future concerning one area of my concerns 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]

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 $16.95.

Revdex.com: Ms. [redacted], our corporate Customer Solution Sales Manager, spoke with Mr. N[redacted] Tuesday evening, March 28. She acknowledged the errors made in the call center and apologized for all the issues. Ms. [redacted] restarted his subscription to The Times-Dispatch at the four-day, $** rate and gave...

him credit for two months. Mr. N[redacted] seemed to be happy with the resolution. Ms. [redacted] reported that she will follow-up with Mr. N[redacted]’s account to ensure the invoice being mailed to him is correct. 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]