CottageCare

As a thank you for completing a survey I was told that I could get Magazine Subscriptions for $2 each. At the end of the trial period I would get a notice in the mail asking if we wanted to renew. I never received any notice in the mail to renew or cancel the subscriptions. I was actually looking out for it to come, but it never did. They just charged my card with out my authorization. The fees are also much higher than just ordering the magazine directly from the publisher & they also charged that additional $2 for each subscription. This company is a total scam. Stay AWAY!! Stay very FAR AWAY.

March 17, 2016
[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 [redacted] placed an order
for [redacted], when she accepted our
promotional offer, which was presented by Bizrate 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. 
When we did not hear from [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 March 12, 2016, [redacted] contacted our
automated customer service line and placed her subscriptions to [redacted] on a “do not renew” status. This
would allow her to continue to receive the remaining issues in her current paid
term, however, at the end of her term her subscriptions would not renew, nor
would she be charged any renewal fees. During that same inquiry, [redacted]
cancelled her subscription to [redacted], generating
a refund to her account reflecting the value of unserved issues in the amount
$119.70 to her account.
Upon receipt of your correspondence, on March 15, 2016, we issued
the remaining balance on [redacted]’s subscription to [redacted] in the total amount of $2.30. 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.
[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

November 11, 2015
[redacted]
Complaint
Consultant
RevDex.com 
[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 Mr. [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.
Our records show that Mr. [redacted] placed an order for [redacted], [redacted], [redacted], and [redacted], when he accepted our
promotional offer, which was presented by [redacted] after he had completed a
survey following an online purchase. This offer allowed him to receive the first term of his
magazine selections for a nominal fee of $2.00 for each subscription. The offer also provided that his subscriptions would
automatically continue following the initial term and that the same credit card
would be charged if he did not call us to cancel.  In addition, it is our policy that customers
who wish to cancel may do so at any [redacted] 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 Mr. [redacted] that he wished to cancel his
subscriptions at the end of his first term, the annual subscription charges
were posted to his account. 
On November 8, 2015, Mr. [redacted] contacted our service
center via our online website and placed his subscription to [redacted] on “do not renew”
status. This would allow him to continue receiving the remaining issues in his
current term, however, at the end of his term the subscriptions would not
renew, nor would he be charged any renewal fees.
During that same inquiry, Mr. [redacted] cancelled his
subscriptions to [redacted], [redacted], and [redacted],
generating a refund in the amount of $132.77 issued to his account.
Upon receipt of your correspondence, on November 11, 2015, we
cancelled Mr. [redacted]’s subscription to [redacted], generating a full refund in the amount of $40.00 to his account.
In addition, we issued the remaining balance on Mr. [redacted]’s subscriptions in the total amount of $12.23, which includes the previous year’s charges. 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.
Mr. [redacted] can be assured that his subscriptions have
been cancelled and all charges refunded to his account.  Also, Mr. [redacted] may continue to receive one or
two more issues of his magazines since they were in process at the [redacted] 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

May 8, 2015
 
 
[redacted]
[redacted]
[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.
 
Despite multiple searches, we regret that we cannot locate an order for [redacted] and [redacted] in our system with the information provided in Ms. [redacted]’s complaint. 
We took the liberty of contacting the publisher for [redacted] and [redacted] to confirm how they received the orders. The publisher did confirm that the orders were placed directly with their company. Ms. [redacted] may contact the publisher directly to obtain additional information regarding how the orders were placed. For additional information regarding [redacted], please use this number ###-###-####. For additional information regarding [redacted], please use this number ###-###-####.
As previously stated, our records show that Ms. [redacted] placed an order for [redacted], [redacted], [redacted] and [redacted], when she accepted our promotional offer, which was presented by [redacted] after she had completed a survey following an online purchase. The offer provided that 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.
To summarize, 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.
We apologize for any inconvenience Ms. [redacted] may have experienced with our company. 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]
Manager, Customer Service

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.  Please note that I do take exception with statement that I accepted the trial subscriptions.  If I did so, it was because they must have set up the response in a vague or confusing way where I was not aware I was accepting it, or actually thought I was rejecting the offer.  I NEVER fall for "free" or "discounted" trial offers.  That's one of the oldest tricks in the book.  I should also note that I had tried twice, unsuccessfully, to get my money refunded.  However, it was refunded the day after I registered my complaint with Revdex.com.  Thank you for the service you provide!
Sincerely,
[redacted]

November 3, 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 Mr. [redacted] experienced regarding his
magazine subscriptions, and have attempted to resolve his concerns.
Our records show that Mr. [redacted] placed order for [redacted] Magazine and [redacted], when he accepted our promotional offer, which was presented by
[redacted] after he had completed a survey following an online purchase. This
offer allowed
him to receive the first term of his magazine selection for a nominal fee of
$2.00 for each subscription. The offer also provided that
his subscriptions would automatically continue following the initial term and
that the same credit card would be charged if he 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 Mr. [redacted] that he wished to cancel his
subscriptions at the end of his first term, the subscription charges were
posted to his account.
On October 31, 2015, Mr.
[redacted] contacted our service center via our online website and cancelled his
subscription to [redacted] Magazine, generating a full refund to his account in the amount of $23.00.
Mr. [redacted] contacted our automated customer service line on November 1, 2015,
and cancelled his subscription to [redacted], generating a full refund in the amount of $26.00 to his account.
Mr. [redacted] can be assured that his subscriptions
have been cancelled.  Also, Mr. [redacted]
may continue to receive one or two more issues of his magazine since it was 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

August 17, 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 his magazine subscriptions, and have attempted to resolve his concerns.   Our records show that [redacted] placed an order for [redacted] [redacted], when he accepted our promotional offer, which was presented by Bizrate after he had completed a survey following an online purchase. This offer allowed him to receive the first term of his magazine selections for a nominal fee of $2.00 for each subscription.  The offer also provided that his subscriptions would automatically continue following the initial term and that the same credit card would be charged if he 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 he wished to cancel his subscriptions at the end of his first term, the annual subscription charges were posted to his account.   On August 5, 2016, [redacted] contacted our customer service center and cancelled his subscriptions to [redacted] National [redacted] [redacted], generating a full refund in the total amount of $31.50 to his account. Upon receipt of your correspondence, on August 16, 2016, we issued the remaining refund for [redacted] subscriptions in the total amount of $8.00, which includes the previous years 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. [redacted] can be assured that his subscriptions have been cancelled and all charges have been refunded. 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.   We apologize for the unsatisfactory experience [redacted] had with our customer service representative.  We have listened to the call and feedback has already been provided to the representative and their superiors. 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     Tell us why here...

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]

February 15, 2016
[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.
Our
records show that [redacted] placed an order for [redacted] when he accepted our promotional offer, which was presented by
Bizrate after he had completed a survey following an online purchase. This
offer allowed him  to receive the
first term of his magazine selections for a nominal fee of $2.00 for each
subscription. The offer also provided that
his subscriptions would automatically continue following the initial term and
that the same credit card would be charged if he 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 he wished to cancel his
subscriptions at the end of his first term, the annual subscription charges
were posted to his account. 
On November 29, 2015, [redacted] contacted our customer service center via our online
website and cancelled his subscription to [redacted] generating a refund for unserved
issues in the amount of $0.20 to his account. During this inquiry, [redacted] also accepted a new offer to
receive [redacted] at a low
promotional rate of $2.00 for 5 issues. Following the promotional term, the
subscriptions would continue and the same terms and conditions would follow as
the original order.
That same day, [redacted] placed his subscription to [redacted] on “do not renew” status. This would allow him to
continue receiving the remaining issues in his current term, however, at the
end of his term his subscription would not renew, nor would he be charged any
renewal fees.
On February 8, 2016, [redacted] contacted our customer service center via our online
website again and cancelled his subscriptions to [redacted] generating
a refund in the amount of $71.20 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

March 2, 2018     [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 Mr. [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.   Our records show that Mr. [redacted] placed an order for [redacted], when he accepted our promotional offer through [redacted]. The offer allowed Mr. [redacted] to receive the first year of issues for $2.00 per title. The offer also provided that his subscription would automatically continue following the initial term and that the same credit card would be charged monthly if he 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.   We took the liberty of contacting the publisher for [redacted] and they have confirmed that Mr. [redacted]’s current subscription is set to expire with the May 20, 2019 issue. We apologize for any misinformation that was provided to Mr. [redacted].   For the inconvenience, we have issued a credit in the amount of $17.18 back to his 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.   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

From: [redacted] Sent: Thursday, December 11, 2014 6:28 PM To: [redacted] Subject: Fwd: [redacted]   This complaint has been resolved as the company has agreed to issue a complete refund.  I appreciate your time and...

assistance with this matter.   Sincerely,   [redacted]

December 4, 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 Mr. [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.
 
Our records show that Mr. [redacted] placed an order for [redacted], S[redacted] and [redacted], when he accepted our promotional offer, which was presented by [redacted] after he had completed a survey following an online purchase. This offer allowed him to receive the first term of his magazine selection for a nominal fee of $2.00 for each subscription. The offer also provided that his subscriptions would automatically continue following the initial term and that the same credit card would be charged if he 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 Mr. [redacted] that he wished to cancel his subscriptions at the end of his first term, the annual subscription charges were posted to his account.
 
On December 2, 2014, Mr. [redacted] contacted our customer service center via our online website and cancelled his subscriptions to [redacted] and [redacted], generating a refund for unserved issues in the total amount of $142.97 to his account.
 
During this same inquiry, Mr. [redacted] also accepted a new order for [redacted] and [redacted] at a low promotional rate of $2.00 for each subscription. Following the promotional term, the subscriptions would continue and the same terms and conditions would follow as the original order.
 
Upon receipt of your correspondence on December 3, 2014, we cancelled Mr. [redacted]’ new subscriptions to [redacted] and [redacted]. Please note his account was not charged. In addition, we issued the remaining refund for his subscriptions in the total amount of $34.03 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.
Mr. [redacted] can be assured that his subscriptions have been cancelled.  Also, Mr. [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,
 
[redacted]

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]

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. They refunded my money in full. It seems a lot of customers fell victim to this scam. I usually read everything through and based on my experience + reviewing other complaints, they are not giving the consumers all of the information up front. Seems like the information regarding charging our card is not visible when participating in their survey. I am satisfied with my refund, but I think they should save everyone the hassle and be more upfront with the fine print. 
Sincerely,
Katherine A[redacted]

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 indicate that Ms. [redacted] ordered [redacted], [redacted], [redacted] and [redacted], when she accepted our promotional offer after making a purchase at a Stage store. 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 she would be charged semi-annually to the same credit card used for her [redacted] transaction, unless she 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. Prior to the billing event, Ms. [redacted] would receive a notice by mail reminding her of the upcoming renewal, the renewal charge, and the date by which to cancel to avoid being charged. 
In her complaint, Ms. [redacted] mentions that she was offered Credit Card Fraud Protection and a $100.00 [redacted] gift card, however this was not offered by our company.
 
On December 12, 2014, Ms. [redacted] contacted our customer service center and cancelled her subscriptions to [redacted], [redacted], [redacted] and [redacted]. Please note that her account was not charged for these subscriptions.
 
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.
 
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]

Complaint: [redacted]I am rejecting this response because: I do not believe that the reminder post card was mailed.  I have lived at the same address for five years and have never had a problem with mail.  After some internet research I discovered I am not the only patron who encountered this same issue.  Furthermore, if this is a problem, more than one notice should be mailed.  I believe this should be made public as I am not the only person this has happened to. However, I was refunded $6.16 to my bank account, and am no longer seeking money from this company. Sincerely,[redacted]

February 25, 2015
style='FONT-FAMILY: "Arial", "sans-serif"; COLOR: black'> 
 
[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 [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 renewal, [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 [redacted] renewal postcard was mailed to her on December 13, 2014. We apologize if she did not receive this postcard, as these are mailed to our customers as a reminder of future billing events.
 
On February 17, 2015, [redacted] contacted our customer service center and cancelled her subscriptions to [redacted] and [redacted], generating a refund to her account reflecting the value of unserved issues in the total amount of $67.84.
 
During that same inquiry, [redacted] placed her subscriptions to [redacted] and [redacted] on a “do not renew” status.  This would allow her to continue receiving the remaining issues in her current paid term, however, at the end of her term her subscriptions would not renew, nor would she be charged any renewal fees.
 
On February 19, 2015, [redacted] contacted our customer service center again and requested the remaining refund for her subscriptions to [redacted] and [redacted]. Her request was honored and a refund in the amount of $6.16 was processed 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 subscriptions have been cancelled and all renewal charges have been refunded to her account.  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 [redacted].
 
 
Sincerely yours,
 
[redacted]
Manager, Customer Service
 %

Complaint: [redacted]
I am rejecting this response because: They don't even bother to get the facts right.  [redacted] subscription is not mailed but is delivered by a person, when he feels like it.
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]











9/30/2015






Complaint


I payed for an anual suscription for 3 magazines in 2014. The problem is that the company charged me again an anual suscription, but I didn´t autorice it. The suscription ID is: [redacted]. The magazines are: [redacted] and [redacted].



Desired Resolution

I would like to received the anual refund suscriptions for the magazines, because I didn´t autorice all of them again.

Consumer Business Dialog

March 3, 2015
style='FONT-FAMILY: "Arial", "sans-serif"; COLOR: black'> 
 
[redacted]Sr. Consultant/ADR Specialist
Revdex.com, Inc.
[redacted]
 
 
 
            Re:      Complaint Case #: [redacted]
 
 
                     Consumer:  [redacted]
[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 two orders with our company when she accepted our promotional offer, which was presented by Bizrate after she had completed a survey following an online purchase. The first order was for placed for [redacted], [redacted], [redacted] and [redacted]. This offer allowed her to receive the first term of her magazine selections for a nominal fee of $2.00 for each subscription.  The second order was placed for [redacted] and [redacted]. This offer allowed her to receive the first 180 days of her subscriptions risk free. Both offers 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 [redacted] 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 subscriptions at the end of her first term, the annual subscription charges were posted to her account.
 
On February 24, 2015, [redacted] contacted our automated customer service center and cancelled her subscriptions to [redacted] and [redacted], generating a refund to her account reflecting the value of unserved issues in the amount of $39.76.
 
Upon receipt of your correspondence on February 25, 2015, we cancelled [redacted] subscriptions to [redacted], [redacted], [redacted] and [redacted], generating a full refund of $214.00 to her account, which includes the previous year’s charges. In addition, we issued the remaining refund on her subscriptions to [redacted] and [redacted], in the amount of $146.24, 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.
 
[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 [redacted] of cancellation.  She may keep these with our compliments.
 
We also regret that [redacted] experienced any inconvenience in using our toll-free customer service number.  Our automated customer service line was designed to provide customers with the most efficient means possible for addressing their concerns regarding their subscriptions, and we are sorry that she found this system difficult to use. 
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
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