CottageCare

July 27, 2017     [redacted] Complaint Consultant Revdex.com  29 Berlin Road Cromwell, CT 06416     Re: Complaint Case #: [redacted]     ...

                     Consumer:  [redacted]     Dear Ms. S[redacted]     I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.   Our records show that [redacted] ordered [redacted], when she accepted our promotional offer, which was presented online by [redacted] The offer allowed her to choose from a selection of magazines and receive the first 90 days of a 15-month subscription without being charged.  After the trial period, her subscriptions would continue automatically and her account would be charged, unless she called our toll-free customer service number to cancel. Prior to any billing event, a notice would be mailed to her reminding her of the upcoming billing, the amount that would be charged and the date by which to cancel to avoid being charged. We received notification from [redacted]’s bank on September 28, 2016, that we could not obtain authorization on her credit card for her subscription to [redacted], resulting in her order being cancelled.   Upon receipt of your correspondence on July 20, 2017, we cancelled [redacted]’s subscription to [redacted] cancelling the upcoming renewal charge. [redacted] can be assured that her subscriptions have been cancelled.  Also, [redacted] may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation.  She may keep these with our compliments. Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####. Sincerely yours,   David K[redacted] Manager, Customer Service

September 20, 2017     [redacted] Complaint Consultant Revdex.com  [redacted] Cromwell, CT 06416     Re: Complaint Case #: [redacted]     ...

                     Consumer:  [redacted]     Dear [redacted]     I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.   Our records indicate that [redacted] placed a magazine order for [redacted] and [redacted], when he accepted our promotional offer after making a purchase at a [redacted] store. The offer allowed him to choose from a selection of magazines and receive the first 60 days of a 14-month subscription without charge.  After the trial period, his subscriptions would continue automatically and be charged semi-annually to the same credit card used for his [redacted] transaction, unless he called our toll-free customer service number to cancel.    [redacted] sales associates are instructed to inform customers of the terms of the offer and provide them with a copy of the brochure to keep. Customers are also informed that the credit or debit card provided for their purchase will be forwarded to us for processing the magazine orders.    On September 16, 2017, [redacted] contacted our automated customer service line and placed his subscriptions to [redacted] and [redacted] on “do not renew” status. This would allow him to continue receiving the issues in the current term, however at the end of the term, his subscriptions would not renew nor would he be charged for any renewal fees.   Upon receipt of your correspondence, we cancelled [redacted]’s subscriptions to [redacted] and [redacted], generating a full refund in the amount of $56.50 to his account.  It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle. [redacted] can be assured that his subscriptions have been cancelled. Also, [redacted] may continue to receive one or two more issues of his magazines since they were in process at the time of cancellation.  He may keep these with our compliments. Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####. Sincerely yours,   David K[redacted] Manager, Customer Service

December 17, 2014
 
 
[redacted]
Revdex.com, Inc.
[redacted]
 
 
 
           ...

Re:      Complaint Case #: [redacted]
 
 
                     Consumer:  [redacted]
 
 
Dear [redacted]:  
 
I write in response to the inquiry registered with your office by consumer [redacted].  We genuinely regret the inconvenience that Ms. [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
 
Our records show that Ms. [redacted] placed an order for [redacted] and [redacted], when she accepted our promotional offer, which was presented by [redacted] after she had completed a survey following an online purchase. This offer allowed her to receive the first term of her magazine selections for a nominal fee of $2.00 for each subscription. The offer also provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel.  In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer’s billing statement with each charge.
 
Prior to the billing event, a notice was mailed to Ms. [redacted] reminding her of the upcoming renewal, the renewal charge and the date by which to cancel to avoid being charged.  We have checked our records and found that renewal postcard was mailed to her on September 18, 2014. We apologize if she did not receive this postcard, as these are mailed to our customers as a reminder of future billing events.
 
When we did not hear from Ms. [redacted] that she wished to cancel her subscriptions at the end of her first term, the annual subscription charges were posted to her account.
 
On December 14, 2014, Ms. [redacted] contacted our automated customer service line and placed her subscription to [redacted] on “do not renew” status. This would allow her to continue receiving the remaining issues in her current term, however, at the end of her term her subscription would not renew, nor would she be charged any renewal fees.
Upon receipt of your correspondence, on December 15, 2014, we cancelled Ms. [redacted]’ subscriptions to [redacted] and [redacted], generating a full refund in the amount of $87.00 to her account. It should be noted, however, that banks direct us to ask customers to allow one or two billing statements for written confirmation of the refund to appear, depending on their billing cycle.
 
Ms. [redacted] can be assured that her subscriptions have been cancelled.  Also, Ms. [redacted] may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation.  She may keep these with our compliments.
 
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.
 
 
Sincerely yours,
 
[redacted]

August 5, 2015

size="3">
 
 
[redacted]
Complaint
Consultant
RevDex.com 
[redacted]
 
 
 





            Re:      Complaint Case #: [redacted]

 

 

                     Consumer:  [redacted]
 
 
 
Dear
Ms. [redacted]:  
 
I
write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that Ms. [redacted] experienced
regarding her magazine subscriptions, and have attempted to resolve her
concerns.
 
Our records show that we received an order in the name of [redacted] for [redacted] and [redacted], when she accepted our
promotional offer, which was presented by The [redacted], Inc.  The offer allowed her to choose from a selection of magazines and
receive the first 90 days of a 15-month subscription without being
charged.  After the trial period, her
subscriptions would continue automatically following
the initial term and that the same credit card would be charged if she did not
call us to cancel.  In addition, it is
our policy that customers who wish to cancel may do so at any time by calling
our toll-free customer service number, which is provided on our renewal notice
and also on the customer’s billing statement with each charge.
 
When we did not hear from Ms. [redacted] that she wished to cancel her
subscriptions at the end of her trial period, the annual subscription charges
were posted to her account.
 
On August 2, 2015, Ms.
[redacted] contacted our service center via our online website
and placed her subscriptions to [redacted] on “do not renew” status. This would allow her to continue
receiving the remaining issues in her current term, however, at the end of her
term the subscriptions would not renew, nor would she be charged any renewal
fees. During that same inquiry, Ms. [redacted] cancelled her subscription to [redacted],
generating a full refund in
the amount of $136.00 back to her account.
 
Upon receipt of your correspondence, on August 3,
2015, we cancelled Ms. [redacted] subscriptions to [redacted], generating a full refund in the amount of $47.00 back
to her account. In addition, we issued the remaining balance on Ms. [redacted] subscription to [redacted] totaling
$117.00, which includes the previous years’ charge. It should be noted,
however, that banks direct us to ask customers to allow one or two billing
statements for written confirmation of the refund to appear, depending on their
billing cycle.
 
Ms. [redacted] can be assured that
her subscriptions have been cancelled and all charges have been refunded.  Also, Ms. [redacted] may continue to receive one or
two more issues of her magazines since they were in process at the time of
cancellation.  She may keep these with
our compliments.
Please be assured that
customer satisfaction is very important to us and we
take great care in providing our customers with the highest level of
service.  If I can be of any further
assistance in this matter, please contact me at [redacted].
 
 
Sincerely yours,
 
[redacted]
Manager, Customer Service

September 5, 2016     [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
    Re: Complaint Case #: [redacted]     ...

                     Consumer:  [redacted]     Dear [redacted]   I write in response to the inquiry registered with your office by consumer [redacted] We genuinely regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.   Our records show that we received an order in the name of [redacted] following a purchase she made at a [redacted]  The offer allowed her to choose from a selection of magazines and receive the first 60 days of a 14-month subscription without charge.  After the trial period, her subscriptions would continue automatically and be charged to the same credit card used for her Transworld Entertainment transaction, unless she called our toll-free customer service number to cancel.  Prior to any billing event, a notice would be mailed to her reminding her of the upcoming billing, the amount that would be charged and the date by which to cancel to avoid being charged.  
[redacted] sales associates are instructed to inform customers of the terms of the offer and provide them with a copy of the brochure to keep.  Customers are also informed that the credit or debit card number provided for their purchase will be forwarded to us for processing the magazine orders.   On August 25, 2016, [redacted] contacted our customer service center and cancelled her subscriptions to [redacted], generating a full refund to her account in the total amount of $89.01.   [redacted] can be assured that her subscriptions have been cancelled and all charges have been refunded.  Also, [redacted] may continue to receive one or two more issues of her magazine since they were in process at the time of cancellation.  She may keep these with our compliments.   Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.     Sincerely yours,   David K[redacted] Manager, Customer Service

April 1, 2015
 
 
[redacted]Sr. Consultant/ADR Specialist
Revdex.com, Inc.
[redacted]
[redacted]  [redacted]
 
 
 
            Re:     ...

Complaint Case #: [redacted]
 
 
                     Consumer:  [redacted]
 
 
Dear Ms. [redacted]:  
 
I write in response to the inquiry registered with your office by consumer [redacted]  We genuinely regret the inconvenience that Ms. [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
 
Our records show that Ms. [redacted] placed an order for [redacted], I[redacted], when she accepted our promotional offer, which was presented by [redacted]. The offer provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel.  In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer’s billing statement with each charge. 
On October 22, 2014, Ms. [redacted] contacted our customer service center via our online website, and accepted a “more time” offer that was extended for her subscription to [redacted]. This would allow her to continue to receive her subscription for an additional two months.  If, at the end of that period, she decided to cancel her subscription, she would still be entitled to receive a full refund of the renewal charge.
Ms. [redacted] contacted our customer service center via our line website, again, on October 25, 2014, and cancelled her subscription to [redacted], generating a full refund in the amount of $2.00 back to her account.
On December 23, 2014, Ms. [redacted] contacted our customer service center via our online website and requested to cancel her subscription to [redacted]. Her request was honored and a refund for unserved issues was issued to her account in the amount of $1.00.  
 
Ms. [redacted] contacted our customer service center via our online website, again, on March 27, 2015, and placed her subscription to [redacted] on “do not renew” status. This would allow her to continue receiving the issues in her current term, however at the end of the term, her subscription would not renew nor would she be charged any renewal fees.
Upon receipt of your correspondence, on March 30, 2015, we cancelled Ms. [redacted] subscription to [redacted], generating a full refund in the amount of $40.00 to her account. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.
Ms. [redacted] can be assured that her subscriptions have been cancelled.  Also, Ms. [redacted] may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation.  She may keep these with our compliments.
Regarding reimbursement of overdraft fees, although it is not our standard practice, Ms. [redacted] should fax a copy of her bank statement to my attention showing the magazine charge and the overdraft fees. Given the concern she expressed in her letter regarding her private information, she can delete or blacken out any other information on the page.  If we determine that reimbursement of the overdrafts is appropriate under the circumstances, we will do so promptly.  My fax number is [redacted] 
 
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at [redacted]
 
 
Sincerely yours,
 
[redacted]
Manager, Customer Service

Complaint: [redacted]
I am rejecting this response because:
The response does not actually address the concern I describe in my original complaint. I was not concerned in my complaint to the Revdex.com that I would be charged again by this company. Rather the complaint involves unethical business practices. The response does not resolve that issue, nor does it address that issue. The response is a non-response. Please address the actual complaint contained in my original claim with the Revdex.com.
Sincerely,
[redacted]

I have gotten my refund, however I do believe this business needs to send out the notification of the auto renew as they say they do, but no one ever seems to get. This would surely cut down on the complaints they get.
thank you

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, pending confirmation that in fact I actually receive a refund (i.e. this business previously represented I would receive a refund but none has been forthcoming to date and the business's suggestion that it may now take several billing cycles to register a refund doesn't encourage confidence).   Moreover, contrary to the business's response,  I did not contact an automated customer service option in December of 2013 but rather talked on the telephone with a live personal representative of the business who assured me that the magazine subscriptions would be promptly cancelled and that I would receive a refund for the balance of the magazine issues that I had not yet received.   Finally, the business need not provide me a full refund but rather only the balance due on the two magazine subscriptions, at the time I contacted them in December, 2013.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12158610, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

August 13, 2014
Courtney M. Goodwin
sans-serif; color: black;">
Sr. Consultant/ADR Specialist
[redacted]
[redacted]
[redacted]  [redacted]
            Re:      Complaint Case #: [redacted]


 


 


                     Consumer:  [redacted]
Dear [redacted]:   
I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.
Despite multiple searches, we regret that we still cannot locate [redacted]’s account in our system with the information provided in his complaint. 
We took the liberty of contacting [redacted] to confirm how they received the order. The publisher did confirm that they received an order directly with their company. [redacted] may contact the publisher directly at ###-###-#### to obtain additional information regarding how the order was placed.
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further as**stance in this matter, please contact me at ###-###-####.
**ncerely yours,
[redacted]
Manager, Customer Service

December 16, 2014
 
 
[redacted]
[redacted]
Revdex.com, Inc.
[redacted]
[redacted]  [redacted]
 
 
 
           ...

Re:      Complaint Case #: [redacted]
 
 
                     Consumer:  [redacted]
 
 
Dear [redacted]:  
 
I write in response to the inquiry registered with your office by consumer [redacted].  We genuinely regret the inconvenience that Ms. [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
 
Our records show that Ms. [redacted] ordered [redacted], [redacted] and [redacted], when she accepted our promotional offer, which was presented by [redacted].  The offer allowed her to choose from a selection of magazines and receive the first 90 days of a 15-month subscription without being charged.  After the trial period, her subscriptions would continue automatically following the initial term and that the same credit card would be charged if she did not call us to cancel.  In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer’s billing statement with each charge.
 
Prior to the renewal, Ms. [redacted] would receive a notice reminding her of the upcoming renewal charge and the date by which to cancel to avoid being charged.  We have checked our records and found that Ms. [redacted]’s renewal postcard was mailed to her on September 2, 2014.  We apologize if she did not receive this postcard, as these are mailed to our customer’s as a reminder of future billing events.
 
When we did not hear from Ms. [redacted] that she wished to cancel her subscriptions at the end of her trial period, the annual subscription charges were posted to her account.
 
On December 12, 2014, Ms. [redacted] contacted our service center via our online website and cancelled her subscriptions to [redacted], [redacted] and [redacted], generating a refund reflecting the value of unserved issues in the amount of $106.00 to her account.
 
Upon receipt of your correspondence, on December 15, 2014, we issued the remaining balance on Ms. [redacted]’s subscriptions in the amount of $7.00. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.
 
Ms. [redacted] can be assured that her subscriptions have been cancelled.  Also, Ms. [redacted] may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation.  She may keep these with our compliments.
It is never our intention to mislead our customers and we sincerely regret that Ms. [redacted] was unhappy with her experience.  Synapse takes great pride in its promotional materials and believes that they impart to the consumer all information necessary to make an informed purchasing decision.  Ms. [redacted] can be assured that the current renewal rates she was billed for still represent a significant savings off the single issue newsstand price.  We work with each of our publishers in establishing standard discounted rates for the magazine titles we offer. 
We apologize for any inconvenience Ms. [redacted] may have experienced in her attempts to cancel her subscriptions. Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.
 
 
Sincerely yours,
 
[redacted]
[redacted]

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. There was a long process just to cancel and a confusing phone message that continued with offers of further/other subscriptions. At no time did I speak directly with anyone from Synapse. Plus my complaint started from the fact that I saw [redacted] still active even though I had cancelled it. My cc currently shows all refunds as described.
Sincerely,
[redacted]

March 12, 2015
 
 
[redacted]Sr. Consultant/ADR Specialist
Revdex.com, Inc.
[redacted]
 
 
 
           ...

Re:      Complaint Case #: [redacted]
 
 
                     Consumer:  [redacted]
 
 
Dear [redacted]
 
I write in response to the inquiry registered with your office by consumer [redacted].  We genuinely regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
 
Our records show that [redacted] placed an order for [redacted], when she accepted our promotional offer, which was presented by Magazine Discount Center.  This offer allowed her to receive the first 90 days of her subscription risk free. The offer also provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel.  In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer’s billing statement with each charge.
 
When we did not hear from [redacted] that she wished to cancel her subscription at the end of her first term, the annual subscription charges were posted to her account.
On March 5, 2015,[redacted] contacted our automated customer service line and placed her subscription to [redacted] on “do not renew” status. This would allow her to continue receiving the remaining issues in her current term, however, at the end of her term the subscription would not renew, nor would she be charged any renewal fees.
Upon receipt of your correspondence on March 9, 2015, we cancelled[redacted] subscription to [redacted], generating a full refund in the amount of $38.00 to her account.  It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.
 
[redacted] can be assured that her subscription has been cancelled.  Also, [redacted] may continue to receive one or two more issues of her magazine since it was in process at the time of cancellation.  She may keep these with our compliments.
We sincerely regret that [redacted] experienced any difficulty using our automated customer service system.  The system was designed to provide customers with the most efficient means possible for addressing various concerns regarding their subscriptions. 
 
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ([redacted]
 
 
Sincerely yours,
 
[redacted]
Manager, Customer Service
 %

This company charged my credit card account the first week of June for subscriptions to two different magazines. When I called to ask about it, Andrea confirmed that it was for "continuous service". . .Andrea told me that the "new" subscription period would end May 2016. My current subscription does not end until August 2015. . .meaning that I am double-billed for June, July and August of 2015. . . I cancelled the subscriptions, but was charged for 1 magazine for each subscription "since the publisher has already mailed the magazine(s) to me". . ..wrong! I have not yet received the September issues. . . a subsequent call resulted in a FULL REFUND. . .BEWARE of this company!!!!

Complaint: [redacted]
I am rejecting this response because:The issue is they do not clearly state how the process works. It is an intentionally misleading ad with no real explanation of what you are subscribing to.  Although, they explained it in their response to my complaint.  They do not describe the terms you are signing up for at the time of purchase. 
Sincerely,
[redacted]

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.
Sincerely, [redacted]

January 8, 2014
 
 
[redacted]
Revdex.com, Inc.
[redacted]
 
 
 
            Re:     ...

Complaint Case #: [redacted]
 
 
                     Consumer:  [redacted]
 
 
Dear Ms.[redacted]:  
 
I write in response to the inquiry registered with your office by consumer [redacted].  We genuinely regret the inconvenience that Ms. [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
 
Our records show that Ms. [redacted] ordered[redacted] and [redacted], following a purchase she made at a [redacted]’s store. The offer allowed her to choose from a selection of magazines and receive the first 90 days of a 15-month subscription without charge.  After the trial period, her subscriptions would continue automatically and be charged semi-annually to the same credit card used for her [redacted]’s transaction, unless she called our toll-free customer service number to cancel.  Prior to the billing event, a notice was mailed to Ms.[redacted] reminding her of the upcoming renewal, the renewal charge and the date by which to cancel to avoid being charged.  [redacted]’s sales associates are instructed to inform customers of the terms of the offer and provide them with a copy of the brochure to keep. Customers are also informed that the credit or debit card provided for their purchase will be forwarded to us for processing the magazine orders. 
 
When we did not hear from Ms. [redacted] that she wished to cancel her subscriptions at the end of her trial period, the semi-annual subscription charges were posted to her account.
 
On December 29, 2014, Ms.[redacted] contacted our automated customer service line and placed her subscriptions to [redacted] and [redacted] on “do not renew” status. This would allow her to continue receiving the issues in the current term, however at the end of the term, her subscriptions would not renew nor would she be charged for a renewal. During that same inquiry, Ms. [redacted] cancelled her subscription to[redacted], generating a refund reflecting the value of unserved issues in the amount of $55.17 to her account.
 
Ms.[redacted] contacted our service center via our online website on December 31, 2014, and requested to the remaining balance for her subscriptions. We have honored her request and processed a full refund for [redacted] in the total amount of $129.83 back to her account, which includes the previous year’s charges. In addition, we have cancelled her subscriptions to [redacted] and [redacted], generating a full refund in the amount of $89.00 to her account, which includes the previous year’s charges. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.
 
Ms. [redacted] can be assured that her subscriptions have been cancelled and all charges have been refunded to her account.  Also, Ms. [redacted] may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation.  She may keep these with our compliments. 
 
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.
 
 
Sincerely yours,
 
[redacted]

This company makes money by tricking people into committing to magazine subscriptions and making it very difficult to cancel, through their "Magazine Customer Service" website, magcustomerservice.com. They do a good job at hiding their phone number and website, but when you find them, still have a hard time cancelling. I had to cancel half of my subscriptions by phone, and the other half online, which I had to learn on my own. Both of these steps had the same exact process, 100% word for word (what you heard on the phone is exactly what was on each page on their website).
While trying to cancel, They try to trick you into continuing your subscription, and when you say no, try to trick you into paying for some of your subscription. Getting your promised 100% refund is difficult to achieve (why are they charging up front for magazine subscriptions in the first place?), especially for those less educated. Their choice of words is what makes it all very tricky and deceiving. I'm very surprised they have an A+ rating. Makes me wonder if they're hiding this scam-like business under a mother company.

February 14, 2017     [redacted]
[redacted]
  Re: Complaint Case #: [redacted]                          Consumer:  [redacted]     Dear [redacted]   I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.   Our records show that we received an order in the name of [redacted] for [redacted], when an order was accepted through our promotional offer, which was presented by [redacted] Center.  As previously stated, we cancelled [redacted]’ subscription to [redacted], generating a full refund back to her account. We have checked our billing system and have confirmed that [redacted]’ refunds for her subscription were issued back to her account. Please inform [redacted] she can contact her bank with the following reference numbers to confirm receipt of her refunds. [redacted] If [redacted] is not showing these refunds posted to her account, she may contact our customer service center directly at ###-###-####. One of our representatives will be happy to assist her.   Customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.   Sincerely yours,   David K[redacted] Manager, Customer Service