Journal Media Group

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 I am unsure that this addresses the problem for other users of their service, since the rate change is not clearly marked anywhere on their website - only once as part of the registration process, six months before the rate change takes effect But, my situation has been resolved and I accept their response Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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] ***

Dear Mr***,I am sorry you feel we were deceptive in our pricing or that you were misleadAdditionally that no one had yet responded to your last email I have followed up and see the agent you were working with was awaiting for exact wording as to the language at the time of sign up
She should have let you know she was still working on your concern At the time of your purchase in January, after you entered your personal and payment information there is a box you must check in order to proceed and complete your transaction Within the box it states "...$4.29/month is valid for the first monthsAt the end of the promotional period, the standard rate of $8.62/month will applyThis rate will remain in effect until a price increase is communicated....." I've also attached a screen shot of the page for your reference I understand you feel this was not clearly communicated to you and would be happy to refund you the difference since the promotional period expired through your last paymentYour promotional period ran from January through June As of July you have been charged $8.62, an increase of $4.33/month This additional charge occurred for the month of July, August, September and October for a total of $ I'll go ahead and process the credit this credit to the card we currently have on file This credit of $will be applied to your account and you will not be charged again until sometime in JanuaryAt this time, the charge will remain $unless we have notified you otherwise If you wish to make any changes to your account, please contact us prior to then and your next charge. If I can be of any further assistance, please feel free to contact me directly at the email or phone number below. *** *** *** * *** ***###-###-####

I do apologize for the repeated poor delivery service you have experiencedThis is not how we want our valued customers to be treated As per your conversation with *** on Tuesday, 9/10/a refund was generated 9/6/Typically we ask that you allow 4-weeks to allow for processing
and delivery through the US Postal service Many customer do receive it much faster but if for any reason you do not receive the check by the end of the month please contact me directly at telephone or email below
Thank you,
*** ***
###-###-####
***

I apologize for the poor experience you  encountered while contacting the Milwaukee Journal Sentinel. . As I explained while I briefly spoke on the phone to Mrs. [redacted] on 9/12/2014 our security procedure dictates the refund must be made back t the same method of payment as the purchase....

 The representative you spoke with did attempt to bypass this process and issue  a paper check and was unsuccessful.  She should have contacted you and informed you of such. After your phone call on 9/10/2014 we attempted to reverse the refund to the credit credit and manually issue a refund check (overriding the system) and the bank did not allow us to do so.  Please contact your financial institution to collect the monies due.  If there are any questions one you do so, you may have a representative from your financial institution contact us and we can work directly with them to handle this situation as quickly as possible.  PLease accept my apologies for the added aggravation this had caused. Thank you ,[redacted]###-###-####[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

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.  I am unsure that this addresses the problem for other users of their service, since the rate change is not clearly marked anywhere on their website - only once as part of the registration process, six months before the rate change takes effect.  But, my situation has been resolved and I accept their response.
Regards,
 
[redacted]

In a little over 1 week we had 2 missed deliveries. One paper was delivered the next day along with the regular daily delivery. Yesterday the paper never arrived and was not with todays delivery. Reported both issues to the automated customer service at the Journal/Sentinel and spoke with a representative the first time. On 5/27 called again for the latest missed paper and was hung up on 2 times before I even got to speak to someone. Called a different phone number a third time finally reached a live person after a 22 minute wait. When subscribing to the Journal/Sentinel we were told our weekday paper would be here by 7AM and the weekend papers would be delivered by 8AM. Our paper NEVER arrives by either time. It is delivered anywhere from 8 - 9:30 on most days by multiple different people, which is very odd. When you talk to a customer service person they apologize but no one of authority does anything about correcting their "carrier" problem.

Review: I had gaven them a credit card they decided not to use it but take funds out of an other account not authorized did not deliver the paper and when they did most of it was missing when I called they could only say oh we made a mistake taking money out of an account unauthorizedDesired Settlement: Make people aware of the fraud from the journal and take responsibility of their actions

Business

Response:

Dear Ms. [redacted],

Review: We were on automatic withdrawl our billed was paid we switched accounts they retook the money again. Called talk to [redacted] oh yes I see the overpayment will return it-no money Called they asked for documentation ([redacted]) sent it in no response waited 2 weeks called again got [redacted] was told no paper work came in. Yes I sent it said he would call back, never did called again [redacted] on the phone oh yes I see now will refund no refund no call called again oh now we can't refund your money.Desired Settlement: refund of $53.29

Business

Response:

Dear Ms. [redacted],

Review: Again, the J/S delivered a paper (Sunday) with a missing TV Screen section. This is a recurring problem with apparently no solution. We have complained to you in the past about this, and it appears we will have to continue to do so. We have been subscribers since our grandparents/parents time. We never had such problems with the old Milwaukee Journal, but the Journal/Sentinel is different. They show a complete lack of care in their dealings with subscribers. We are about the last people we know who do subscribe, and that might not continue. They have no competition for daily printed news. In the past we have tried to deal with them directly, only to have to go through their exhaustive automated phone system, and be lied to if you can actually talk to a person. Since no one is there on a Sunday you can't get through to anyone in a timely manner. When you talk to someone on Monday, they will assure you someone, even a supervisor will deliver it. They don't. After a few days they use the circular logic "why would you want such an old newspaper?" Upon a previous complaint to you, we got a call from an 'Andy' who apologized and gave us his number to call to "straighten anything out." Since then I have called him, but with no results and after that not at all.Desired Settlement: To get the newspaper we pay for, get it complete, and not have to go through all this drama. In the past we didn't complain to you until quite a few items were missed. But if history repeats, we can look to missing this section or others on a hit-or-miss basis over the next few weeks until you can intervene. They just don't learn, care or both. Sorry to have to bother you again, and thanks for your help, again.

Business

Response:

I understand we attempted to follow up on your concern and you did not wish to speak to us. I agree it can be frustrating when you have paid for a product and need to make repeated calls to receive it. Please know we will work with the manager for the area as well as the contractor delivering your newspaper each day to ensure this is resolved. I do not wish to further aggravate you so we will not attempt to contact you again to discuss but please feel free to let us know if delivery is not resolved to your satisfaction. I'm confident we can restore yor confidence in our delivery. However, If at any time you are not satisfied, please let us know and we will issue a full refund of your subscription.

Review: I had a paid in full yearly subscription with the paper and despite the once in a while delivery issue etc..., I have never had a problem that could not be resolved by a phone call until now. I have always been told that all I have to do is call and CANCEL the paper at least 24 hours in advance of stopping delivery and when I want to restart delivery, all I have to do is call at least 24 hours in advance to begin service again. The paper can check my account record details for previous events that this has been honored and I have not been charged and the subscription date has been extended to account for the period of time I did not have the paper delivered. I have previously been told specifically to CANCEL the paper delivery vs. use a vacation hold as a vacation hold request can be charged due to having online access (of which I did not want or use). On 1/2/14 I called the paper as I have done in the past and advised to CANCEL beginning 1-8-14 and that I would call when I was ready to restart. On 2-10-14 I called to restart on 2-15-14. On 2-17-14 I called to verify the extended subscription date and I was denied an extension. Today I received a check for the remaining balance of my account for which I am disputing the charges for the 5 weeks for which I had previously cancelled the paper.Desired Settlement: As I stated to the paper over the phone on 2-17-14, I would prefer to settle this by keeping my original subscription and have the paper honor the 5 week & 2 day cancellation by means of an extension on the subscription, however if the paper is still unwilling to fulfill its previous agreement(s), then I will compromise by being reimbursed by check for the 5 weeks and 2 days that the paper was cancelled for. and that I did not receive.

Business

Response:

I apologize for any confusion the recent change in vacation policy has caused as well as any misunderstanding that occurred during the recent telephone conversation with the agent you spoke with. However, your account was not charged for delivery or online access as of 1/8/2014. When you contacted us last week and requested a refund, it was processed with your account balance as of 1/8/2014. Had you restarted your account at that time, you would have resumed delivery from that same point, with the expected "credit" that you are requesting. If you wish to contact me to discuss in more detail, please feel free to do so.

Review: I placed a classified add 9/22/2013 for my rental property. I asked to be sent a receipt by post office mail. I called 2 additional times to request a receipt and did not yet receive one. The customer service rep insists it is in my email. I have not received a receipt for my bill. They insisted it be paid by credit card. I have no receipt for my income taxes. I have a business and need this.

Ad # [redacted]Desired Settlement: Send me a receipt for my classified add Ad # [redacted]

Business

Response:

I'm sorry you did not receive the previous receipts that were email to you. A hard copy was sent via USP on Monday 11/4/2013. I have also attached a copy here for your records. If I can be of any further assistance please let me know.

Review: On April 12, 2014 I purchased a subscription of the [redacted] while attending the [redacted] in Madison. It was supposed to be a special rate for the horse fair attendee's. I have not received an issue at all. I have called twice on this issue. The first time they said that the issues were not to start until June and that she would extend my subscription one additional month and resend out my July issue...never received that. I then called again stating I never received this and she then extended my subscription another month and said the august issue would be getting sent out...never received that. There are lots and lots of people that are not receiving their issues of the [redacted]. We have never had issues like this prior to Milwaukee Journal Sentinel taking this monthly magazine over.Desired Settlement: It is now August and most horse shows are coming to an end for the season, I want my money back and I sure hope that the people that advertise with this magazine are aware that it is not being delivered to their customers.

Business

Response:

I apologize for the frustration regrading your delivery. A paper is being mailed to you at [redacted] as of the June issue. Once the product leaves the building we have limited options for resolution but do work closely with the US Post Office to help resolve situations like this. Putting a publication watch on the subscription with the USPS has had some success in the past. This is a procedure where the product is tracked from the originating post office to the final destination (your local post office) and each stop along the way. I'll be happy to initiate a publication watch and continue delivery free of charge for the next 3 months to see if this resolves the delivery issue. In the meantime I'll process a full refund of the $24.00 paid. If delivery has improved and you wish to continue, an invoice will be generated and you can submit payment again.

Review: Subs under son's name - but I have paid for several years.

No paper delivery! Have used antiquated phone complaint system.

Wrote letter to circulation. Subs into Oct and with missed issues - into November. Only response is invoice for future service WITH PRICE INCREASE. Want a two month refund or regular del as agreed upon.

Will not subscribe again!!Desired Settlement: Deliver

Business

Response:

I do apologize for the repeated poor delivery service you have experienced. This is not how we want our valued customers to be treated. As per your conversation with [redacted] on Tuesday, 9/10/2014 a refund was generated 9/6/2014. Typically we ask that you allow 4-6 weeks to allow for processing and delivery through the US Postal service. Many customer do receive it much faster but if for any reason you do not receive the check by the end of the month please contact me directly at telephone or email below.

Review: I have been a long time subscriber to the Journal Sentinel. Subscriptions are for 26 weeks at a time. During this past summer I had two occassions to put my paper on vacation hold for a total of 4 weeks (one for three weeks and one for one week). When I recieved my new subcription renewal there was no credit for the vacation holds.

When I called the Journal Sentinel, I was told that since I still had access to the paper online no credit was issued. When I asked how to get credit for a vacation hold I was told that I needed to call the paper and speicifically ask for that credit. When I stated that I placed my hold via their online account manager it didn't notify me of that. I was told that there is a statement on the online service thast says credit will not be issued for holds.

In fact that is correct. In the online account manager, after you select the name of the newspaper you are placing on hold (there is only on listed) a paragraph of information appears and at the end of that paragraph it says credit will not be issued for vactaion holds because I still have online access to the paper. Nothing is said about calling the paper for credit for vacation holds.

I do not access the paper online and I never asked for that service. Previously when I used the online account manager for vacation holds, credit was given for stopping the paper.

I called the paper and they offered 2 weeks credit not the 4 weeks requested.Desired Settlement: There are two changes I want the paper to make. 1) I want 4 weeks credit. 2) I want them to change the online account manager to CLEARLY instruct how to suspened service AND how to get credit for the suspension.

Business

Response:

Since 2012 subscription accounts remain active so subscribers are able to access digital content even when their print product is placed on temporary hold. As mentioned in the complaint, and shown on the attached document, this is clearly stated prior to submitting a temporary hold through the self service portal online. This information is also listed one every renewal invoice or sales piece since 2012. If you wish to permanently stop your account at any time, and then restart it at a later, you must call our customer care department. Any cancellation must be done through a live agent and can not be handled through the self service portal. I understand this policy change was somehow overlooked and the customer care agent gave a one time credit of 2 weeks. I'll be happy to apply credit of 2 additional weeks. Your previous expiration date was 11/15/2015, your new date is 11/29/2015.Thank you,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory. They have provided full credit which was one of my requests. but they said nothing about changing the way they notify subscribers about no credit for delivery holds. The information provided by the Journal Sentinel does not instruct a customer on how to get credit for delivery holds. Since I have now learned the procedure to obtaiin credit for delivery holds. Ipersonally have no further need to pursue my complaint but other subscribers are still dealing with a company that is not providing adequate notice on delvery holds.

Review: I move on 07/18/15, and I called the Milwaukee Journal earlier in the week to cancel the paper and give them my new address to receive by refund in the amount of $225.64. They told me it would be mailed in 7 to 10 business days. On 08/26/2015, I called them again to tell them I never received the refund and asked them to stop and reissue the check. I again confirmed my mailing address. I never received the reissued check by 10/14/2015, so I called them again. They said they would research to see if the check was cashed and would call me back. They also would not tell me how long it would take to research this, and they would not give me the phone number to that department to find out the timeframe. To this day, I have not received a courtesy call back. Nor have I received the check. I was their customer for 23 years, and the customer service is horribleDesired Settlement: I would like my refund check in the amount of $255.64 overnighted to my address.

Business

Response:

Regrettably the original refund was sent to the address in [redacted] and returned with no forwarding address on file. At the time of this complaint, the funds were still awaiting disbursement. A new refund has been issued and a refund check has been printed and sent via Fed Ex as of 10/27/2015 to the new address listed in this complaint. There is no excuse for the lack of follow up by the customer care agent after the call in August and will be addressed with the individual. Sincerely, [redacted]@jrn.comVP Circulation Audience & Customer Care

Business

Response:

Hello,The tracking number is [redacted] and is expected to arrive by noon today, 10/28/2015. If I can be of any further assistance, please feel free to contact me directly via email or phone for immediate assistance.Warm Regards, [redacted]###-###-####[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: over charges from July 2014 to Feb. 2015 advertised price is ,99 cent or $4.29. I emailed JS online and have not received any reply. I am pasting a copy of the email below.

Dear Sirs,

I am emailing about the charges on my credit card. This is what you have been charging us from July to now I would appreciate a refund for the over charges. I would expect a response soon.

12/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62

11/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62

10/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62

9/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62

08/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62

07/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62

06/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $4.29

Thank you,

Thank you for your order!

Subscription: Unlimited Digital Access

Payment amount: $4.29

As a reminder, your subscription includes unlimited digital access to JSOnline.com, the Journal Sentinel e-Edition, smartphone and tablet apps

Simply use your email address and password to log in. If you have any questions, please contact our Customer Care Department

Email: [redacted]

Phone: ###-###-####Desired Settlement: I wish to get a refund of $34.64 for the months of over charge, and to be charged the correct price of $4.29.

Thank you for your help,

Thank you for your order!

Subscription: Unlimited Digital Access

Payment amount: $4.29

As a reminder, your subscription includes unlimited digital access to JSOnline.com, the Journal Sentinel e-Edition, smartphone and tablet apps

Simply use your email address and password to log in. If you have any questions, please contact our Customer Care Department

Email: [redacted]

Phone: ###-###-####

Business

Response:

Dear Ms. [redacted],

Review: I have experienced multiple problems with this organization.

1.) When I first subscribed to the paper I requested assistance with setting up an online account. I was not provided dwith account login credentials (i.e., username and password) when I subscribed. The site was difficult to navigate for finding out how to set this information up. I needed this information to access the digital version of the paper, as well to check account status, payment information and for placing delivery holds. It took 3 full business days and 3 different emails to customer service to resolve this issue. This is an inquiry that should have been addressed and responded to in much more timely fashion.

2.) When contacting customer service via phone, the hold time is exceptionally long. I was on hold each time I called for 20-30 minutes. This is unbelievable!

3.) In the first 2 weeks of delivery, I missed receiving my paper at least 5 days. I used to be a paperboy and missing 1 day for the [redacted] was a big deal. It really seems as if the Journal Sentinel could care less about missed deliveries.

3.) When I cancelled my paper I was told that delivery would stop. It did not stop. I kept receiving papers on and off. Some days I would get one and some days I did not get one. I did not want the paper anymore, was told it would stop being delivered and I still received poor delivery service and unacceptable delivery times. Some days the paper would be delivery late mornings or early afternoon.

4.) I requested the paper be placed on hold for delivery while I was away on vacation. I requested this well in advance. While I was away I still continued to receive the paper. This took place even after I had cancelled. It makes it seem as if having that feature is useless and that nobody checks it when customers request something.

5.) Then in a few days after I had cancelled the delivery of my paper, I started receiving calls from a 3rd party to re-subscribe. Not only were they pushy, but they came off as if they were attempting to sound like debt collectors and made it difficult to understand the name of their organization. I requested that they stop calling on 2 calls. I ended up blocking incoming calls from their phone number in order to stop receiving calls. They started calling daily even after I told them that I did not want to continue to be called. I felt like I was being harassed.

I also have not received the credit for undelivered papers that I was told I would receive. 2 customer service representatives told me that I would have received this by now. One of them said I would receive a credit card credit and the other representative told me that it would be mailed in the form of a check.

On all ends and in different departments, this company is backwards, inefficient and incompetent. I would never recommend a friend or family member subscribe to a service that this company provides. To anyone considering subscribing with the Journal Sentinel, stay away!Desired Settlement: I would like a credit for one half of the month's subscription cost. I cancelled the delivery at the middle of the month from when I originally subscribed. 2 customer service representatives of the Journal Sentinel that I spoke with over the phone told me that this was going to happen. It has never occurred. Also, I would like an apology for the many different kinds of unsatisfactory problems that I have experienced dealing with this organization.

Business

Response:

Dear Mr. [redacted],

Review: Due to terrible delivery issues. I wrote the customer service department on February 3, 2014 stating my displeasure with the delivery service, (this was the fourth time in two weeks I had written or called them about no delivery). Based on their poor performance and their inability to correct the problems I wished to cancel my subscription, and to return the balance of my subscription payment. I received a email confirming they received my request, were processing my cancellation and would be sending me a check. As of today, February 17, 2014, I still have not received my check. I wrote them again today asking where my check was. They e mailed me and told me it would be between 4-6 weeks for them to send me a check. This seems to be an excessive amount of time to simply refund my money.Desired Settlement: To issue a check to me for the balance of my subscription as soon as possible. When I got my bill for renewal, payment was to be immediate. AlI I'm asking for is that they afford me the same payment time schedule that they demanded from me.

Business

Response:

I'm sorry we were not able to resolve your delivery concerns to your satisfaction. I have confirmed your refund has been processed as of the time you contacted us. While it may arrive sooner, you must allow 4-6 weeks for check refunds to arrive. If you don't receive your refund after this time, please contact us.