Pittsburgh Post-Gazette

Re: # [redacted] – [redacted] I am writing in reply to the complaint filed by [redacted] The Post-Gazette does supply free editions of its newspaper to certain non-subscribing households The distribution of the product is aimed at securing new subscribers and furthering the market reach for advertisers The independent contractors are instructed to deliver the newspaper to the households until either the resident or the Post-Gazette indicates a cancellation A flyer is included in the first edition that is delivered advising the resident of the delivery, the term of service and the methods of which to contact the Post-Gazette to either subscribe or cancel the free delivery If someone expresses dissatisfaction with receiving the free editions, every effort is made by the Post-Gazette and independent contractor to honor that request as quickly as possible Mr [redacted] contacted the Post-Gazette customer service department on July 18, to request a stop of the delivery of the free newspapers The cancellation was entered immediately and the carrier notified to stop delivery effective July 19, I apologize that [redacted] [redacted] did not honor Mr [redacted] ’s requests to not be called The Post-Gazette does not condone non compliance with any Do Not Call lists and will not tolerate infractions I have contacted [redacted] concerning this matter I have also placed the telephone number ###-###-#### on the Post-Gazette’s internal do not call list If you need further assistance please feel free to contact me at ###-###-#### Thank you, [redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Re: # [redacted] - [redacted] I am writing in reply to the complaint filed by [redacted] I referred Mr [redacted] ’s complaint about the continuation and sporadic delivery of the Sunday Extra product to [redacted] , Circulation Operation Manager I apologize; I did not realize that after Mr [redacted] addressed the consumers concerns, he did not respond to the complaint The independent contractor was informed by Mr [redacted] at that time to cease all deliveries of the Sunday Extra product to [redacted] *** immediatelyNo further editions should have been delivered sinceI apologize for the inconvenience to Mr [redacted] If you need further assistance please feel free to contact me at ###-###-#### Thank you, [redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

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]

Re: #*** ***
I am writing in reply to the complaint filed by *** *** I apologize, I am unable to determine at this time what information was provided to Ms*** by the automated telephone system at the time of her callsThe information the system provides changes daily due to
credits and charges continually occurring on active subscriptions with each passing day
The automated telephone system is provided by an outside vendorI will speak with this company about Ms*** situation and ask that they troubleshoot the payment portion to determine if there are any exisiting issuesI am not aware of any other similar instances
Ms*** has since accepted a telemarketing offer and restarted her delivery accountAs a courtesy, I have extended her current subscription by two weeks, the amount of time she indicated that her previous subscription was shorted
I thank her for her continued business and apologize for the inconvenience
If you need further assistance please feel free to contact me at ***
***
Thank you,
*** ***
Pittsburgh Post-Gazette
Manager of Audience Interaction

Re: #*** - *** ***I am writing in regards to the complaint filed by *** *** Ms*** last spoke with a customer service representative on May 28, The representative cancelled the subscription, refunded the account credit balance of $and apologized to Ms***
for how she was treated during prior communicationsHer subscription account remains closed at this time.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S*** Pittsburgh Post-GazetteManager of Audience Interaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am still getting the newspaper
Regards,
*** ***

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,
*** ***

Re: #*** - *** ***
I am writing in reply to the complaint filed by *** ***The collection notice Ms*** refers to in her complaint was sent to her by *** in May 2014, *** notified the Post-Gazette in July that Ms*** paid the past due balance of $
As a courtesy, the Post-Gazette refunded to her credit card, an amount equal to her paymentThe refund of $occurred on August 7, I see no record of any charge by the Post-Gazette to Ms***’s credit card, since her last subscription payment of $on July 12,
Ms*** states in her complaint that she has never provided the Post-Gazette with her credit card informationWhen she signed up to restart her subscription on April 8, 2013, she provided her credit card to pay for the past due balance at that time and for automatic future renewals on the same credit card
Ms*** had been a long time subscription of the Post-GazetteThe PostGazette’s renewal policy has been the same throughout the entire time Ms*** has been a customerThis information was on all of the billing notices that were sent to her since her first subscription in The information is also displayed on our website: http: //www.post-gazette.com/pgdel iverv/faqasp
The renewal policy states that delivery and billing will continue throughout a grace period, beyond the current paid termSimply not remitting payment does not immediately cancel the delivery accountWe ask that the customer notifies the PostGazette when they decide they no longer wish to receive home delivery service
Ms***’s former subscription is cancelled and per her request, all future Post-Gazette home delivery subscription solicitation will be blockedWe are sorry to lose her as a customer
If you need further assistance please feel free to contact me at ###-###-####
Thank you,
*** ***
Pittsburgh Post-Gazette
Manager of Audience Interaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI did contact the Post Gazette on two prior instances to cancel and yet it was not done until my threat to file a complaint Regardless, I find the need to call a number, (which despite the PG claims is quite buried in FAQ that do not mention cancellation), pretty ridiculous and a blatant attempt to deter the cancellation Thank you for resolving my matter
Regards,
*** ***

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]

Re: #[redacted] - [redacted]I am writing in reply to the consumer complaint filed by [redacted], the Regional Zone Manager for Pittsburgh, has contacted the independent contractor in Ms. [redacted]’s area to cease all deliveries of the Pittsburgh Post-Gazette product to [redacted]...

[redacted] immediately.The copies were intended for a subscriber at a different address on her street. Mr. D[redacted] has contacted Ms. [redacted] to assure her that this issue will be corrected expeditiously.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Re:  #[redacted] – [redacted]  I am writing in regards to the complaint filed by [redacted].  The Post-Gazette recently installed a new circulation computer system.  All processes were not working at optimum performance at the time Ms. [redacted] initially requested her...

refund.  The first attempt to issue her refund was made on January 24, 2015.  When Ms. [redacted] contacted the Post-Gazette in February 2015 concerning the status of the previous refund, a supervisor issued a second refund to her VISA credit card ending in 5519.  Ms. [redacted] should have received a credit to her VISA in the amount of $120.05 on February 6, 2015.             I apologize for the delay in processing her refund request.  If you need further assistance please feel free to contact me at ###-###-####.  Thank you,  [redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

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. 
However, the Post-Gazette my account to a collection agency while at the same time charging my credit card. Really bad customer service.
Regards,
[redacted]

Re:  #[redacted] – [redacted] 
I am writing in reply to the complaint filed by [redacted]  The Post-Gazette does supply free editions of its newspaper to certain non-subscribing households.  The distribution of the product is aimed at securing new...

subscribers and furthering the market reach for advertisers.  
The independent contractors are instructed to deliver the newspaper to the households until either the resident or the Post-Gazette indicates a cancellation.   
A flyer is included in the first edition that is delivered advising the resident of the delivery, the term of service and the methods of which to contact the Post-Gazette to either subscribe or cancel the free delivery.  If someone expresses dissatisfaction with receiving the free editions, every effort is made by the Post-Gazette and independent contractor to honor that request as quickly as possible.  
Mr. [redacted] contacted the Post-Gazette customer service department on July 18, 2014 to request a stop of the delivery of the free newspapers.  The cancellation was entered immediately and the carrier notified to stop delivery effective July 19, 2014.  
I apologize that [redacted] [redacted] did not honor Mr. [redacted]’s requests to not be called.  The Post-Gazette does not condone non compliance with any Do Not Call lists and will not tolerate infractions.  I have contacted [redacted] concerning this matter.    
I have also placed the telephone number ###-###-#### on the Post-Gazette’s internal do not call list. 
If you need further assistance please feel free to contact me at ###-###-####.
 
 
Thank you,
[redacted]
Pittsburgh Post-Gazette
Manager of Audience Interaction

Re: #[redacted]I am writing in regards to the complaint filed by [redacted]. The credit card charge of $129.48 was for the digital subscription Mr. [redacted] initiated on April, 2011.His annual renewal date had been in July since 2014. The payment amount of $129.48 has also not changed....

It was $129.48 in 2014 and $129.48 in 2015.Mr, [redacted] disputed the July 2015 charge of $129.48 with his credit card company. The subscription account was active when his credit card company removed the payment credit of $129.48 from the Post-Gazette. There was not enough credit in his account to cover the refund of $129.48. This chargeback reverted the account to an arrears status. This difference left a balance owed in his subscription account.Since Mr. [redacted]’s subscription account was set up in 2011 for automatic renewals using his credit card; when the account went into the arrears status, a charge was made to his credit card to bring the account current. This is the payment from July 22, 2015 that Mr. [redacted] mentions in his complaint. The Post-Gazette did not also charge him on July 23, 2015.The Post-Gazette did refund the July 22, 2015 payment to Mr. [redacted]'s credit card; however, a second dispute from his credit card company was received after the refund was issued. Mr. [redacted]’s credit card company removed the payment credit of $129.48 from the July 22, 2015 payment from his subscription account. The subscription account was still active and once again reverted to an arrears status.There was not enough credit in his account to cover the second chargeback of $129.48. This difference left a balance owed in his subscription account.Since Mr. [redacted]’s subscription account was still active and still set up for automatic renewals using his credit card, a charge was made to his credit card to bring the account current. This is the payment, on August 10, 2015 that Mr. [redacted] mentions in his complaint.Mr. [redacted]’s account is not currently active. His credit card company has since reversed its decision of the second chargeback and credited the Post-Gazette back for the August 5, 2015 payment. There is a credit balance of $129.48 in his account.The Post-Gazette can either refund this credit back to Mr. [redacted]’s credit card or restart the subscription account. !t is Mr. [redacted]’s choice.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

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]

Re:  #[redacted] – [redacted]I am writing in regards to the complaint filed by [redacted].  Ms. [redacted] contacted the Post-Gazette on May 8, 2017 to report that she did not receive the newspaper that she ordered.  The representative stopped her subscription and refunded her...

payment of $29.25 to her credit card.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Re:  #[redacted] – [redacted]
 I am
writing in reply to the consumer complaint filed by [redacted].  The most recent
EZ Pay renewal subscription payment of $9.96 was charged to Mr. [redacted]’s credit
card on August 20, 2014 because the subscription account...

had not been
cancelled. 
 When the customer service representative received his follow up
email on August 21, 2014, she replied to him, processed his cancelation
request, and refunded the most recent payment of $9.96.  I
apologize; any email reply he sent prior to August 21, 2014 was not received. 
 The
main subscribe page on post-gazette.com contains information on how to contact
the Post-Gazette concerning digital products and subscription questions.   This information is located under frequently
asked questions.  http://www[redacted] 
 The
Post-Gazette also sends a detailed email to new subscribers after their order
is processed.  This email contains the
contact information for the call center that handles digital products. 
 I
apologize again for his request not being processed prior to August 21, 2014.
 If
you need further assistance please feel free to contact me at ###-###-####.
 Thank
You,
 
[redacted]
Manager
of Audience Interaction

Re:  #[redacted] – [redacted]  I am writing in regards to the complaint filed by [redacted].  The online advertisement referenced in the complaint was a business listing for the customer’s business. The Pittsburgh Post-Gazette partners with a national business listing directory,...

[redacted]. [redacted] gathers information from the internet to populate business listings and then allows customers to claim them and make any additions/changes/deletion requests that they see necessary (this is a pretty common functionality of online business directories).  Upon receiving the most recent complaint, the Post-Gazette contacted our partner, [redacted], to inquire as to why the customer’s undesired listing had resurfaced after being requested for deletion.  After inquiring, we were informed that the listing had been deleted, but a ‘bug in the system’ had caused the listing to resurface. [redacted] proceeded to work with their engineering team to have the listing removed. Since this correspondence, we have confirmed that the listing no longer appears on the Pittsburgh Post-Gazette’s business directory.  Thank you,  [redacted] Project Coordinator Advertising Department Pittsburgh Post-Gazette

Re:  #[redacted] – [redacted] I am writing in regards to the complaint filed by [redacted].  An independent contractor services the area in which Ms. [redacted] resides.  I referred her complaint about the continuation and sporadic delivery of the Sunday Extra product to Jim...

G[redacted], Regional Operations Manager for her area.  The independent contractor was informed by Mr. G[redacted] to cease all deliveries of the Sunday Extra product to [redacted] immediately.  No further editions should have been delivered since. I apologize for the inconvenience to Ms. [redacted]. We apologize that this matter was not previously resolved.  If you need further assistance please feel free to contact me at ###-###-#### or Mr. G[redacted] directly at ###-###-####.   Thank you,  Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction