Highlights for Children

Dear Mr [redacted] : I have received a copy of your complaint to the Revdex.com I am sorry for any misunderstanding regarding Which Way USAOur records indicate that we received a response to one of our promotional mailings and it was processed on October 27, Our practice is to process all order requests we receive unless it is obvious that the request is not legitimate Often it is difficult to tell, so we process the request in good faith Please see attached a copy of the original response form that was received The details included with the card that was returned in the mail that indicated than an introductory shipment would be sent that included a free Which Way USA book and map set The promotion went on to state that a second Which Way USA book and map set would be included to review on a trial basis If you chose not to continue with the membership, you could let us know and we would cancel the account and stop any future shipments The free book and map set would be yours to keepAs we have no record of a cancellation request, we did not realize it was not your intention to continue with the club As a result, an additional shipment was sent in good faith in accordance with the details of the promotionI have cancelled the Which Way USA account, effective February 18, All charges have been removed from the account and the closing balance is zero ($0.00) Please feel free to keep any shipments received with my complimentsOnce again, I sincerely apologize for any inconvenience you may have experienced Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, from a:AM to 4:PM, EST Thank you,

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate the prompt response by Which Way USA in the resolving this dispute

I am writing in response to your correspondence of February 18, I am satisfied with thedecision rendered by Mr [redacted] , the Puzzle Club, in this matter, and for intent and purposesconsider it resolvedThank you for your assistance in mediating this matter

TIME \@ "MMMM d, yyyy" January 13, Dear Mr [redacted] I have received a copy of your complaint to the Revdex.com regarding your accountI am so sorry for any misunderstanding that has occurred regarding your Highlights book club accounts After researching your concern, it appears that there was more than one account with orders that had been submitted for your address, which is what has caused the current confusion Your original contact with us was regarding an Eagle Eye Book Club account (#391213774) The purchaser listed on this account was Ann Hale The account was canceled by [redacted] on August 20, 2014, and the charges were removed from No additional shipments have been mailed on this account and it is reflected in our records as closed with a $balance Since the account was canceled with no remaining balance, it was puzzling that you continued to receive notices for a balance due After digging into the matter a little further, I was able to locate another account with shipments being sent to your addressThis was the result of an order we received in the mail on July 22, for enrollment in the Top Secret Adventures Book Club (# [redacted] ) The purchaser on this account was recorded as [redacted] While [redacted] might have realized after looking at the accounts that they were going to the [redacted] address and should both be canceled, the computer system would have recognized that the last names on the accounts were different As a result, when [redacted] searched for the other account under the name Hale, this record would not have been returned as an option As a result, shipments and billing statements continued to go out on the account I have canceled the Top Secret Adventures club membership and removed the charges from the account It is now also reflected in our records as closed with a $balancePlease disregard any invoices, and any shipments you received may be kept with our compliments Additionally, while [redacted] does send letters on our behalf to customers, we do not authorize them to report our customers to any agency that may adversely impact their credit Please disregard any invoices from them as well I have gone through every book club account in the zip code and was unable to locate any other accounts for your address Both of the accounts have been marked so they will not be added to any promotional lists in the future Please disregard any promotions that may already be in process at this time Finally, we did receive your email of last evening Unfortunately, our Customer Contact Center had closes at 5:PM ET, so the email was not presented to our representatives for processing until this morning when they returned to work Since your complaint to the Revdex.com had been forwarded to me for research, I pulled your email from the queue while I worked to get to locate where the problem had occurred I am also submitting this information in reply to that email Once again, I sincerely apologize for any inconvenience you may have experienced Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:AM to 4:PM, EST Thank you, [redacted] Director, Customer Contact Centers Account #***-***-***and [redacted] JC/leh

I have received a copy of your complaint to the Revdex.com regarding your account I am sorry for any misunderstanding that may have occurred and for the delayed response Our records indicate that we processed your High Five magazine subscription order, effective September 10, The order card that was originally sent to us was a holiday promotion offer, and the subscription began with the January issue which should have arrived in December The subscription order total of $(for three years, issues total) was paid by MasterCard on February 28, The High Five magazine subscription was then cancelled on April 16, and a refund check was issued for the issues remaining on the subscription, a total of $ I researched to see whether the check was cashed, and it appears that the original refund check may not have reached you I have verified that a new check in the amount of $will be sent and should arrive within two to three weeks An order for Hidden Pictures Club was processed, effective December 25, The club was ordered online through our website, and was a special introductory offer for the club The special offer indicated that the first shipment of the club could be purchased at a discounted rate of $(plus applicable tax) The offer details indicate that after the first shipment, we would send a new shipment of two books about every four weeks at the cost of $per book plus $shipping, conveniently charged to the credit card provided at the time of the order The details also state that there is no minimum number of books to buy, and that the club could be cancelled at any time The Hidden Pictures Club order was cancelled, effective April 16, Refunds were issued for the four shipments that had been sent in December, January, February, and March The total refund amount came to $59.64, and was processed back to the MasterCard provided at the time of the order The refund should have posted back to the credit card within three to five business days Once again, I sincerely apologize for any inconvenience you may have experienced Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:AM to 4:PM, EST Thank you, [redacted] Director, Customer Contact Centers

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 are saying they will send a check within 2-weeks which is more than the days that you are saying I should respond to the Revdex.com butI am assuming that they will follow through with their course of action

the highlights company committed to refund our money and has yet to pay us, they are now denying that said they woulddo you still have a copy of our file so I can send it to them as proofwhen I try to access it online it say it is no longer availablethank you

I have received a copy of your complaint to the Revdex.com regarding your accountI am so very sorry for any misunderstanding that has occurred regarding the calls you were receivingYour complaint was very concerning because we do not ever call customers regarding invoices Also, you are correct that your book club account is currently canceled and your magazine subscription expired with the December issue There are no balances due on any of your accounts Additionally, we were unable to locate any record that we were placing any sales calls to the number provided in your complaintHowever, since your complaint stated you were receiving multiple calls from one of the numbers used by a TeleSales vendor that calls customers on our behalf, we did some extensive research to determine why you were receiving these calls Your account was updated in our Marketing Database on 10/22/so that your phone number would not be included in any promotional campaignsAfter checking into things further, it appears that the number we blocked was not the number we were calling These are currently the numbers which we were able to locate in connection with your information: [redacted] – this is the number that was included in your Revdex.com complaint We have no record that we were calling this number [redacted] – this number was found on your account in our system This is the number that was previously blocked [redacted] – this is the number we were calling for Marketing purposes We have marked in our records that it is associated with your account, and it has now been blocked as well You should not receive any additional calls on this number Once again, I sincerely apologize for any inconvenience you may have experienced as the result of these calls If there are any additional numbers that we need to block, please let us know It is certainly not our intention to upset our customers by calling them when they have requested that we stop Additionally, it is not cost effective for us to contact customers for marketing purposes if we know that they won’t be interested in purchasing additional productsIn any case, we want to make sure that we have any numbers associated with you removed from our list to avoid causing you any further distress Please send any additional numbers that need to be removed from our promotional lists to the email [email protected] We will remove them from our lists as quickly as possible Should you have any further questions or concerns, please feel free to contact me at 1- [redacted] , Monday through Friday, 8:AM to 4:PM, EST

I have received a copy of your rebuttal to the Revdex.com regarding your account I feel embarrassed that this continues to consume your time and that we have not left you with a great customer experience This should have been resolved with a greater sense of urgencyI was relieved to learn from our accounting department that the check issued to you has been cashed If this does not match your records please let me know and I will investigate it immediately Once again, I sincerely apologize for any inconvenience you may have experienced Should you have any further questions or concerns, please feel free to contact me personally at ###-###-####, Monday through Friday, 8:AM to 4:PM, EST Thank you, [redacted] Director, Customer Contact Centers

I have received a copy of your complaint to the Revdex.com regarding your Hidden Pictures Club account I’m sorry for any misunderstanding that occurred regarding the promotional materials you received The details included with the card you received in the mail indicated that an introductory shipment would be sent that included a free Hidden Pictures Club book A free tote bag, Let’s Play Hidden Pictures poster and stickers were also to be included The promotion went on to state that a second Hidden Pictures Club book would be included to review on a trial basis If you chose not to continue with the membership, you could let us know and we would cancel the account and stop any future shipmentsThe free book and tote bag would be yours to keep I have verified that the account was cancelled, effective September 15, The charge for the second book in the introductory shipment was waived at that time A second shipment, mailed September 8, was already en route at the time of the cancellation Since it is clear from your complaint that this order was the result of a misunderstanding, I have issued a refund to your credit card for your recent payment of $for the second shipment of Hidden Pictures Club books Please allow three to five business days for the refund to process to your credit card No further shipments will be sent Once again, I sincerely apologize for any inconvenience you may have experienced Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:AM to 4:PM, EST Thank you, [redacted] Director, Customer Contact Centers

Revdex.com:I have reviewed the response made by Highlights for Children in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you Jeff for respondingWhenever I receive generic mail that says " [redacted] Family," it's usually from a company that doesn't have a first name and they are usually soliciting us for the very first timeBut since I signed up for Highlights, when I see mail sent in that matter, it confuses me because I never signed up using that nameSo since it confused me, I'm thinking to myself, "Did someone purchase a yearly subscription for me?" And then I dispose of the mail because I think of it as a solicitation.Since the bills were disposed of due to the incorrect name, I request that you re-send the bill with the correct billing name of "* [redacted] "

Dear Ms***: I have received a copy of your complaint to the Revdex.com regarding your Puzzle Club account I’m sorry for any misunderstanding that occurred regarding the promotional materials you received The promotional materials included with the card you received indicated that an introductory shipment would be sent that included a free Puzzle Club book A free tote bag, Achievement Certificate and stickers were also to be included The promotion went on to state that a second Puzzle Club book would be included to review on a trial basis If you chose not to continue with the membership, you could let us know and we would cancel the account and stop any future shipments The free book and tote bag would be yours to keep As we had no record of receiving a cancellation request, we did not realize that it was not your intention to continue in the club As a result, we sent a second shipment in good faith in accordance with the details of the promotion Since it is clear from your complaint that this order was the result of a misunderstanding, I have cancelled your Puzzle Club membership, effective September 29, All charges have been removed from your account Please note that while Highlights contracts with agencies to collect on accounts that are past due, your credit rating will not be impacted Please keep any shipments you received with my compliments Additionally, I have removed your information from our promotion lists Please disregard any mailings you may receive while this request processes through our systems Once again, I sincerely apologize for any inconvenience you may have experienced Should you have any further questions or concerns, please feel free to contact me at 1-888-372-6433, Monday through Friday, 8:AM to 4:PM, EST Thank you, [redacted] Director, Customer Contact Centers Account # [redacted]