P I C S Investment Company

[redacted] Revdex.com of Metro Washington, DC and Eastern PA 1411 K Street, NW 10th Floor Washington, DC 20005             RE:  [redacted], Case ID #[redacted] Dear Mr. [redacted]:   We are in receipt of your letter regarding the...

complaint of [redacted] that he has not received his refund after cancelling his AARP membership.  It is my pleasure to investigate this matter.   As Mr. [redacted] stated in his notice to your office, he contacted AARP in October 2016 to request a refund after cancelling his membership.  Consistent with AARP’s policy, a refund was refunded back to the same credit card that he used to submit his payment.  We are sorry to hear that he has experienced a delay in getting his refund since the credit card has since expired. I have processed another refund for him in the form of a check for $15.23, which he can expect to receive within two weeks.   Thank you again for bringing this matter to our attention. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.   Sincerely,   Darlene G[redacted] Member Communications Ombudsman [redacted]@aarp.org

December 12, 2016 Mr. [redacted]Revdex.com of Metro Washington, DC and Eastern PA1411 K Street, NW 10th FloorWashington, DC 20005             Re:  Complaint #[redacted] for [redacted] Dear Mr. [redacted]: We are writing in...

response to the concerns of Ms. [redacted] that were sent to your office on 12/7/2016 and transferred to our office for handling. We apologize for any aggravation this matter may have caused Ms. [redacted].  I have investigated the case and will explain my findings. I have listened to the 12/6/2016 telephone call and reviewed Ms. [redacted]’ account record.  It appears that we did honor her request, and on 12/2/2016 a 2-year term was added to her membership, #[redacted].  On 12/6/2016, updated membership cards, indicating the new 12/31/2018 paid through date, were processed and should arrive by 1/5/2017. The cards are being sent to the address we have on file: [redacted] Pkwy, McDonough, GA 30253. In the interim, you may also print a copy of your membership card online at, [redacted]. For information on where you can use your card or check your AARP Member Benefits Guide, visit: [redacted]. Should Ms. [redacted] have questions or not receive her new cards by 1/7/2017, she may contact me directly and I’ll be glad to assist her further.  I can be reached via email at, [redacted], or through the mail at: AARP, Member Communications Ombudsman, [redacted] St, NW, Washington, DC  20049, Attention: Hilary L[redacted]. Thank you again for bringing this matter to our attention. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. Sincerely, Hilary L[redacted] Member Communications Ombudsman

[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania 1411 K Street, NW, 10th Floor Washington, DC  20005 Re: [redacted]-Complaint # [redacted] Dear [redacted]: We are in receipt of your letter dated June 25, 2016, regarding complaint, # [redacted] of [redacted]...

regarding her experience with AARP’s Rewards for Good (R4G) Program.  I’ve investigated the matter with Program staff and understand that on 6/25/2016 [redacted] spoke with a representative of Deluxe Rewards, AARP’s vendor for this program.  As she requested, [redacted] will be reimbursed the $15.00 she paid for the [redacted].com gift card.  Additionally and with our compliments, [redacted] may still redeem the certificates she has by visiting the [redacted].com website. We apologize that [redacted] was not satisfied with her experience purchasing gift cards on the rewards website. The gift card she purchased was for [redacted].com. This website specifically offers a variety of [redacted] gift certificates that are available to use at thousands of participating [redacted]s nationwide. We apologize for any confusion this may have caused.   According to [redacted].com Terms and Conditions, [redacted].com Gift Cards may be redeemed on the [redacted].com Mobile App or online at, http://[redacted].[redacted].com, before use. Unredeemed gift cards cannot be applied towards purchase at [redacted]s. Limit of one (1) [redacted] certificate per [redacted] per visit. Minimum spend requirements and other restrictions on the [redacted] certificate and online merchant websites vary and are subject to change. Other restrictions may apply and we suggest that participants visit http://[redacted].[redacted].com for complete terms and conditions and participating [redacted]s.   Please contact me directly should you or [redacted] have any questions. I can be reached via email, at, [email protected], or through the mail at: AARP, Member Communications Ombudsman, 601 E St, NW, Washington, DC  20049, Attention: Hilary Lieber.   Thank you again for bringing this matter to our attention. AARP appreciates the feedback because it will help us improve the R4G Program for all of our members.   It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.   Sincerely,

[redacted]
Revdex.com
of Metro Washington, DC and Eastern PA
1411
K Street, NW 10th Floor
Washington,
DC 20005
           
            Re: [redacted],...

File
#[redacted]
 
Dear
[redacted]:
 
We
are in receipt of your letter dated August 5, 2016 regarding the complaint of
[redacted] that AARP sends him unwanted solicitations. We have
investigated this matter and welcome the opportunity to respond.
 
AARP
makes every effort to honor stop solicitation requests.  [redacted] contacted AARP on July 26, 2016
to request a stop solicitation of mailings to his home, and the name of the
mailing list from which AARP obtained his name.  Please see attached AARP’s
response to [redacted] dated August 4, 2016. 
We confirmed that his name and address were added to all of AARP’s
suppression lists, and we asked him to send us a copy of the mailing so that we
can provide him with the mailing list source information. Once we receive a
copy of the mailing, we will be able to investigate this matter further.
 
We
hope this information has been helpful and that through our actions we have demonstrated our
commitment to enhancing the quality of life for all, as a responsible,
effective consumer advocate.
 
Sincerely,
 
Darlene
G[redacted] 
Member
Communications Ombudsman
[email protected]

Revdex.com of Metro Washington, DC and Eastern PA 1411 K Street, NW 10th Floor Washington, DC 20005               Re:      [redacted] #[redacted]   Dear [redacted]:   We are writing regarding the complaint of...

[redacted] that was filed with your office on March 10, 2017 and transferred to our office for handling. The complaint is regarding [redacted]’s concern that she continues to receive numerous unwanted solicitation mailings from AARP after requesting that they stop.  We have investigated her concern and welcome the opportunity to resolve this matter.   AARP makes every effort to comply with stop solicitation requests. We apologize for any aggravation that these mailings may have caused her.  Our records indicate that [redacted] contacted AARP via email on January 8th and March 10th of 2017 requesting that all future communications from AARP cease, and the request was honored on January 12, 2017 by suppressing all future membership acquisition mailings.  Also, an on-line response was sent to [redacted] on both occasions asking that she please allow 12 weeks for the suppression to take full effect.  However, ample time had not been permitted for the completion of the process based on the date of her complaint to your office.   As of March 24, 2017, I can assure you that the name of [redacted] and the following address have been added to all of AARP’s suppression files:   [redacted] Berkeley, CA  [redacted]   We know 12 weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers.  While we are able to suppress our own mailings very quickly, ending those of our providers takes longer.  Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set.  The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month.  For this reason it may take a provider up to twelve weeks to delete mailings to a particular address.   AARP also distributes “generic” promotional pieces that are sent out in mass mailings as part of AARP’s overall membership acquisition program.  These pieces are neither addressed to nor targeted to a particular person or household.  They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail, or inserted inside a subscription newspaper or catalog.  Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50+ household.  Although the language on some of these generic pieces has in the past included an offer to “Renew your membership,” we have since revised that to explicitly state “Join or renew.”     If [redacted] should receive additional mailings after April 6, 2017, she may call me directly at ###-###-####, and it would be my pleasure to assist her further.  We ask that she please have the mailing available, as each notice has specific codes that will help us suppress her name and address more effectively.    If more convenient, she may send an email to [email protected] or mail it to the following address: AARP, Member Communications Ombudsman, 601 E Street, NW B7-225, Washington, DC  20049.    Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.   Sincerely, Angelo *. B[redacted] Member Communications Ombudsman

September 13, 2016 [redacted]Revdex.com of Metro Washington DC and Eastern Pennsylvania1411 K Street, NW, 10th FloorWashington, DC  20005RE: [redacted], Complaint # [redacted] Dear [redacted]:We are in receipt of your letter dated, 8/26/2016, regarding Complaint #[redacted], from **....

[redacted].  [redacted] cancelled her AARP membership after learning that automobile road service was not included in her AARP Membership. She requested a refund of her $16.00 payment which was returned to her [redacted] credit card on 8/26/2016. I have investigated this matter and welcome the opportunity to respond.First, we want to apologize for the service [redacted] received via AARP's toll-free customer service number.  AARP's Member Relationship Associates receive extensive training, not only in how to handle member requests, but also in telephone etiquette.  We find it is distressing to us when we learn that a member -indeed, any caller - has received less than stellar treatment.  We have forwarded your feedback to the appropriate manager for their action.According to our records, [redacted]’s last $16.00 renewal payment, for her membership (#[redacted]), was received on 12/23/2015, and charged to her [redacted] credit card, ending in [redacted].  Regrettably, in August 2016, upon learning that AARP membership did not include Road-Side auto assistance, [redacted] cancelled her membership.  [redacted] was told that because her payment was made to a credit card, the refund had to go back to that [redacted] account.  On 8/26/2016, a refund was sent to the [redacted] credit card, ending in [redacted], used to pay this membership.  [redacted]’s complaint states that the [redacted] card ending in [redacted] was expired and she had no intention to renew it.  On 9/13/2016, a manual refund was initiated and a check, for $16.00, is being sent to the address we have on file: [redacted]., Chicago, IL [redacted]. The check should be received within 3-4 weeks.Hopefully, the [redacted]'s will continue their membership and as a way of apologizing for the inconvenience and aggravation experienced, I am prepared to reinstate their membership with a complimentary 12-months added to their membership. Should you or [redacted] have further questions or concerns, please contact me directly and I will be glad to offer further assistance.  I can be reached via email at, [email protected], or through the mail at, AARP, [redacted], Washington, DC  [redacted]; Attention: Hilary L[redacted].Thank you again for bringing this matter to our attention. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.Sincerely, Hilary L[redacted] Member Communications Ombudsman

May 23, 2016   Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC)   Revdex.com Re: [redacted] ID: [redacted]     This letter is in response to a recent complaint to the Revdex.com, filed by [redacted].   AARP would be more...

than happy to assist [redacted] in her complaint. In order to offer this assistance, we will need to reach out to [redacted] directly to obtain some additional information. Once we receive this information we will escalate her concerns to [redacted] for their review and investigation. [redacted] can inform the Revdex.com if an agreeable resolution has been met once she has been contacted by [redacted].   Thank you for bringing this issue to our attention. Sincerely,   Jazmine C[redacted] Member Relations AARP Services, Inc. 650 F Street, NW Washington, DC 20004 [email protected]

October 16, 2017Revdex.com of Metro Washington DC &Eastern Pennsylvania (Washington, DC)Revdex.comRe: [redacted]ID: [redacted]This letter is in response to a recent complaint to the Revdex.com, filed by Ms. [redacted]. This complaint is regarding unwanted telephone...

calls and mailings from AARP. We are so sorry for any aggravation these calls and mailings have caused and have looked into Ms. [redacted]’s inquiry. On 9/28/2017, Ms. [redacted]’s account was updated so that she would no longer receive phone calls and other solicitations from AARP. Ms. [redacted]’s request was also shared with our service providers and her name was removed from receiving further offerings from them. We understand Ms. [redacted] was previously advised of the following;Any mailings already in progress cannot be recalled. We ask our mail recipients to please allow 12 weeks for this request to take full effect.  We know 12 weeks sounds like an inordinate amount of time to stop mailings, but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers. While we are able to suppress our own mailings quickly, our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set.  The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month.  For this reason it may take a provider up to twelve weeks to delete mailings to a particular address.Unfortunately, as it relates to mailings, 12 weeks is the allotted time our providers have to resolve this request. I also understand from this complaint Ms. [redacted] has received calls from UnitedHealthcare. If Ms. [redacted] is able to provide the phone numbers for these calls I would be more than happy to escalate this complaint directly to UnitedHealthcare for their review and assistance with removing her phone number from their lists. Should Ms. [redacted] receive phone or mail solicitations after 12 weeks, she is more than welcome to contact me directly and I will be glad to assist her further.  Please be sure to include a copy of the mailing, as each notice has specific codes that will help me suppress her name and address more effectively.  I can be reached via email, at, [redacted], or through the mail at: AARP Services Inc., Member Relations, [redacted] St, NW, Washington, DC  20004, Attention: Jazmine C[redacted].Historically, AARP’s membership list has been guarded with care. AARP takes seriously its responsibility to keep our members’ personal information confidential. We neither sell nor rent any personal information of our members or registered users of our website to telemarketers, mailing list brokers, or any other companies that are not offering AARP-endorsed services or benefits. However, we may occasionally engage in “list exchanges” in which personal member data will be shared with selected and approved nonprofit organizations. We are committed to protecting Ms. [redacted]’s privacy and want to make sure that she understands how her membership information is used.  We also want Ms. [redacted] to be aware that she has choices about how we use her information.  See AARP's privacy policy posted on AARP's official web site: www.aarp.org/privacy.Specifically, Ms. [redacted] asked if AARP provides an opt-out election on our membership application.  AARP provides opt-out information on all of our communication, which includes a toll-free customer service number (###-###-####) and an email address at ([redacted]). If members choose to opt out while processing their application, they may call our customer service number and a representative will be happy to process their membership over the phone and include suppressions at that time.Please be assured that Ms. [redacted]’s feedback on how we may improve our program is appreciated. I have shared her suggestions with our Membership Department so that they can better understand what is important to our members, make future adjustments to our processes as appropriate and continue to meet the needs of our members.    Thank you for bringing this issue to our attention. Sincerely,Jazmine C[redacted]Member RelationsAARP Services, Inc. [redacted] Street, NW Washington, DC 20004

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: AARP's response tried to explain-away the solitations, neither of which were true, yet not face up to the reality of their mailings (be they call them renewals or solicitations). They already "stacked" years worth of future membership dues going out several years by using tricks, including faintly printing their desired payment date on an AARP card where the expiration date usually sits. Very misleading. And I could go on, but I can't be bothered.I happened to manage the Customer Relations dept of a fortune five hundred company and owned a Marketing Research company, and I simply do not care for the way that AARP is trying to weasel out of this complaint.
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.  Assuming they actually follow through with this statement, which in my experience they do not.
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]

October 13, 2015Ms. Kayla Jackson Revdex.com of Metropolitan       Washington DC and Eastern Pennsylvania[redacted]
[redacted]  [redacted]
Re:  [redacted], Case #[redacted]Dear Ms. [redacted]We are in receipt of your letter regarding...

the complaint of [redacted] that after paying for an AARP membership, he has not received his membership cards and free travel bag.  Mr. [redacted] also stated that AARP has not responded to his emails. We have investigated this matter and welcome the opportunity to respond.Our records show that Mr. [redacted] submitted a $16 payment on September 24, 2015 for a 1-year AARP membership.  His membership cards and free travel bags were mailed to him the same day under separate cover.  We ask members to please allow 4 weeks to receive their membership cards and six weeks to receive their free gift.  Therefore, as of Mr. [redacted]’s October 2, 2015 complaint to your office, he was still within the delivery timeframe of receiving both his membership cards and travel bag.Mr. [redacted] also stated that AARP did not respond to his emails regarding the status of his membership. However, our records show that our customer service representatives responded to both of the emails we received from Mr. [redacted] using his return email address at [redacted].  We received Mr. [redacted]’s emails on October 3, and October 6, 2015.  See attached AARP responses dated, October 3 and October 6, 2015. As requested, we have cancelled Mr. [redacted]’s membership and he can expect to receive his full refund within 2-3 weeks at the address we have on file: [redacted]  Thank you again for bringing this matter to our attention. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.Sincerely,D[redacted]
[redacted]  
October 3, 2015Dear Mr. [redacted],Thank you for writing to AARP, your connection to Real Possibilities for living your best life, about your membership.  I'm happy to help you with that. According to our records, your membership number [redacted], is currently paid through September 30, 2016, and you are a member in good standing.  You should receive your New membership cards by October 22, 2015.  Remember to carry your new card with you and swipe it, scan it, or show it to make the most of your member benefits and enjoy more real possibilities.  Visit [redacted] for information on where you can use your card or check your AARP Member Benefits Guide.For your convenience I have attached a copy of your membership card to print and use until your permanent membership cards arrive.  Your first regular issue of [redacted] will be the December2015/January2016 issue which you should receive no later than January 23, 2016. In the mean time I have ordered the August/September issue for you which you should receive in 2 to 3 weeks.Thank you again for contacting AARP.  Together, we’re all about real possibilities.Sincerely,C[redacted]
[redacted]
October 6, 2015Dear Mr. [redacted],Thank you for writing to AARP, your connection to Real Possibilities for living your best life, about your membership.  I’m happy to help you with that.According to our records, your membership number [redacted], is currently paid through September 30, 2016 and you are a member in good standing.  New membership cards are on their way to you and should arrive within the next four weeks.  Remember to carry your new card with you and swipe it, scan it, or show it to make the most of your member benefits and enjoy more real possibilities.  Visit [redacted] for information on where you can use your card or check your AARP Member Benefits Guide.I’d like to take this opportunity to share with you that you can print a copy of your membership card online at [redacted]  Should you have further questions regarding the website registration or log-in, please call us, toll-free, at [redacted] between the hours of 7:00 a.m. and 11:00 p.m. (Eastern Time), Monday through Friday.  A specially trained representative will be happy to assist you with our website.Thank you again for writing.  We value your membership and your support.  If there is anything I can assist you with in the future, please do not hesitate to get in touch.  Together, we’re all about real possibilities.Sincerely,T[redacted]
[redacted]

October 9, 2017 [redacted]
[redacted]
[redacted]  [redacted]
            [redacted]      [redacted]       [redacted]...

[redacted] We are writing about the complaint of [redacted] that was filed originally with your office on September 28, 2017 and transferred to our office for handling. The complaint is regarding [redacted]’ concern that she receives renewal notices too far in advance pressuring her to renew and considers it as unethical business practices.  We have investigated her concern and welcome the opportunity to resolve this matter. AARP sends a series of renewal notices as early as 6 months providing members the option to renew at a time that is convenient for them and to offer our Early Bird Discount membership rates.  AARP’s policy is to refund membership fees to members who renew in error.  Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member.  It’s never our intent to harass or deceive our members with unethical business practices. Our records indicate that [redacted]’ membership account (#[redacted]) is paid through April/2018. Our system also shows that she contacted us on June 30, 2017 and September 5, 2017 via on-line asking that future membership invitations stop, and the request was fulfilled at that time.  We received another on-line communication from [redacted] on September7, 2017 to suppress all future mailings, and this request was also honored on the same date.  We ask that she please allow 12 weeks for the suppression to take full effect.  However, ample time hasn’t been permitted for the completion of the process based on the date of member’s request. As of today, October 9, 2017, I can assure you that the name of [redacted] and the following address have been added to all of AARP’s suppression files: [redacted]
[redacted]  [redacted] We know 12 weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers.  While we are able to suppress our own mailings very quickly, ending those of our providers takes longer.  Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set.  The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month.  For this reason it may take a provider up to twelve weeks to delete mailings to a particular address. AARP also distributes “generic” promotional pieces that are sent out in mass mailings as part of AARP’s overall membership acquisition program.  These pieces are neither addressed to nor targeted to a particular person or household.  They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail, or inserted inside a subscription newspaper or catalog.  They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail, or inserted inside a subscription newspaper or catalog. Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50+ household.  Although the language on some of these generic pieces has in the past included an offer to “Renew your membership,” we have since revised that to explicitly state “Join or renew.” If [redacted] should receive additional mailings after January 1, 2018, she may call me directly at ([redacted], and it would be my pleasure to assist her further.  We ask that she please have the mailing available, as each notice has specific codes that will help us suppress her name and address more effectively.  If more convenient, she may send an email to [redacted] or mail it to the following address: [redacted]  [redacted] Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. Sincerely, Angelo S. B[redacted] Member Communications Ombudsman

[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 of Metro Washington, DC and Eastern PA 1411 K Street, NW 10th Floor Washington, DC 20005               Re:      [redacted] # [redacted]   Dear Ms. Tilghman:   We are writing regarding the complaint of...

[redacted] that was filed with your office on November 21, 2017 and transferred to our office for handling.  The complaint is regarding Mr. [redacted]’s experience with the online AARP’s Smart Driver Course. We have investigated his concern and welcome the opportunity to resolve this matter.   After researching this incident, we found that Mr. [redacted] was unable to move forward with taking the online course.  Typically, when these sorts of issues are reported, customers are using outdated internet browsers and outdated software such as Adobe Flash and updating them often corrects the issue.    Mr. [redacted] contacted the AARP online course customer service and the representative and supervisors he spoke to were able to move him forward in the progression of the course.  The supervisor provided Mr. [redacted] with their personal email address for any additional support he may need.    We are unsure what caused the problems Mr. [redacted] encountered while completing the Smart Driver Online course, but it is not the experience we strive to achieve.  We will be issuing him a full refund, in the amount of $20, for his inconvenience, which should be completed in few business days.  In addition, we have ensured that Mr. [redacted]’s progress reflects what he has completed for the online course, which as of November 27, 2017, is at 84% completion.   If Mr. [redacted] continues to experience problems with the Smart Driver Online course, he may call Josh D[redacted], Director of Operations for Driver Safety, directly at ###-###-####.  He may also contact me at ###-###-#### and it would be my pleasure to assist him further.    If more convenient, he may send an email to [redacted] or mail it to the following address: AARP, Member Communications Ombudsman, [redacted] ST NW, Washington D.C. 20049   Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.   Sincerely,   Lauren A[redacted] Member Communications Ombudsman

[redacted]
*
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] This is in response to the complaint of [redacted] that was filed with your office on April...

21, 2017. The complaint regards an unwanted AARP invoice received by his wife, [redacted]  I have investigated the case and will share my findings and actions taken.Our records show someone purporting to be [redacted] visited the following website at, [redacted], and responded to an AARP advertisement by clicking the option to receive membership information and an invoice.  The individual made this request from [redacted]. We apologize for any aggravation this invoice may have caused.Upon receipt of this inquiry, the invoice was deleted, on May 11, 2017.  Regrettably, we cannot recall any invoices already in progress, and ask that you please allow 4-6 weeks for this change to take full effect.  Should you have questions or receive additional invoices after June 23, 2017, please contact me directly and I will be glad to assist you further.  I can be reached via email at, [redacted] or if more convenient, by mail to my attention, [redacted]  [redacted]
*We would like to thank you again for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. Sincerely, Hilary L[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]

July 30, 2015
 
 
Revdex.com of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC...

20005
 
            Re:      [redacted] #[redacted]
 
To Whom It May Concern:
 
We are writing regarding the complaint of **. [redacted] that was filed with your office on June 12, 2015 and transferred to our office for handling. The complaint is regarding [redacted] concern that he continues to receive solicitation mailings from AARP after contacting them.  We have investigated his concern and welcome the opportunity to resolve this matter.
 
AARP makes every effort to comply with stop solicitation requests. We apologize for any aggravation that these mailings may have caused him.  Our records indicate that an AARP account ([redacted]4) was created in the names of [redacted]. and [redacted] at [redacted] Fort Wayne, IN [redacted] in September/2000 that expired in September/2001.  The member later requested a change of address to [redacted] Fort Wayne, IN [redacted] in April/2008, and another request to suppress the changed address from future mailings was performed in our system on March 27, 2013.  However, neither one of the aforementioned addresses are listed on the member’s complaint.  Our records also reflect that another account ([redacted]) was initiated by the member in February/2015 based on a system match identifying the same date of births. [redacted] elected to cancel this account on June 12, 2015, which generated a $10.47 refund that was prorated and issued as a result of the early cancellation. The address associated with this membership account is [redacted] Fort Wayne, IN  [redacted], which is the same address referenced in the member’s complaint.
 
As of today, July 28, 2015, the names of [redacted] and [redacted] and the following addresses were added to all of AARP’s suppression files:
 
[redacted]                                   ...⇄ [redacted]
Fort Wayne, IN  [redacted]                                  Fort Wayne, IN  [redacted]
 
AARP also distributes “generic” promotional mail as part of our overall membership development program.  These pieces are distributed either in shared mail programs (i.e. promotional mailings bundled with other special offers from other companies), or as inserts to subscription publications. These pieces are neither addressed to nor targeted to a particular person or household.  Although the language on some of these generic pieces does include an offer to “Renew your membership,” these are mass mailings rather than targeted solicitations and we do not know or have control over who receives the solicitation or if the recipient is already an AARP member or if they live in a 50+ household. 
 
We ask that **. and [redacted] please allow 12 weeks for suppressions to take full effect.  We know 12 weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers.  While we are able to suppress our own mailings very quickly, ending those of our providers takes longer.  Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set.  The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month.  For this reason it may take a provider up to twelve weeks to delete mailings to a particular address.
 
If [redacted] should receive additional mailings after October 21, 2015, he may call me directly at ###-###-####, and it would be my pleasure to assist him further.  We ask that he please have the mailing available, as each notice has specific codes that will help us suppress his name and address more effectively. 
 
If more convenient, he may send the mailing to me at the following address: AARP, Member Communications Ombudsman, 601 E Street, NW B7-225, Washington, DC  20049
 
Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
 
Sincerely,
Angelo *. B[redacted]
Member Communications
[email protected]

June 22, 2016
 
Revdex.com of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
 
Revdex.com
Re: [redacted]
ID: [redacted]
 
This letter is in response to a recent complaint to the Revdex.com, filed by [redacted].
 
AARP would be...

more than happy to assist [redacted] in his complaint. In order to offer this assistance, we will need to reach out to [redacted] directly to obtain some additional information. Once we receive this information we will escalate his concerns to [redacted] for their review and investigation. [redacted] can inform the Revdex.com if an agreeable resolution has been met once he has been contacted by [redacted].
 
Thank you for bringing this issue to our attention.
 
 
Sincerely,
 
Jorge H[redacted]
Member Relations
AARP Services, Inc.
650 F Street, NW
Washington, DC 20004
[email protected]

We
are in receipt of your letter regarding the complaint of Janice
[redacted] that she receives mailings in her deceased father’s name
([redacted]) despite her efforts to have them stopped. We have
investigated this matter and welcome the opportunity to respond.
We
make every attempt to...

comply with stop solicitation requests. Our
records show that Ms. [redacted] contacted AARP on June 26, 2017 to
request a stoppage of mail to only one of her father’s addresses:
[redacted].
At that time, this address was added to AARPs suppression lists. We
do not have record of any prior requests from Ms. [redacted] to add
additional addresses to the suppression lists.
As
requested, I have added the additional two addresses included in Ms.
[redacted]’s complaint to your office: [redacted] and [redacted]. Regrettably, we
cannot recall any mail already in progress and ask that Ms. [redacted]
please allow 12 weeks for the suppression to take full effect. We
know 12 weeks sounds like an inordinate amount of time to stop
mailings, but we must explain that direct mail bearing the AARP name
and logo include both our mailings and those of our member benefit
providers. 
While
we are able to suppress our own mailings very quickly, ending those
of our providers takes longer. Our providers typically are on a
three month mail schedule which means that on any given day, mailings
for the next two months have already been prepared and set. 
Should
Ms. [redacted] receive any AARP related mailings after May 5, 2018, she
may contact me directly at [redacted] or
[redacted]@aarp.org,
and I will be glad to assist her further. We ask that Ms. [redacted]
include
a copy of the mailing, as each notice has specific codes that will
help us suppress her father’s name and addresses more effectively.
 We
would like to thank you for bringing this matter to our attention. It
is our hope that through our actions we have demonstrated our
commitment to enhancing the quality of life for all, as a
responsible, effective consumer advocate.Sincerely,
Darlene
G[redacted]Member
Communications [email protected]