The New York Times Company

Dear [redacted],   Re: Complaint # [redacted] Customer Information:   [redacted] Daytime Phone: ###-###-#### E-mail: [redacted] Please be advised that this complain was resolved as of 2/**/15.  We have added [redacted]...

[redacted] to out Do Not Contact list and removed all of his information from our marketing database. Best Regards,   [redacted] Customer Care Advocate

Dear [redacted],  Re: Complaint # [redacted] Customer Information:   [redacted]
[redacted]
[redacted]
New York Times Account#: [redacted] Please be advised that this complain was resolved as of...

4/*/15.  We have confirmed that the account was cancelled and $161.10 removed to reflect a zero balance.  [redacted] was informed of the resolution by voicemail and email and was asked to contact us directly with any further questions. Best Regards,   [redacted]

Re: Complaint # [redacted] Customer Information:  [redacted] [redacted]
[redacted]
[redacted] [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: [redacted] New York Times Account#: [redacted] Please be advised that this complaint was...

resolved as of 2/**/16.  We have removed the $38.97 due to reflect a “0” balance and informed [redacted] of the resolution, via voicemail and email.  Also, since we do not report to credit agencies, the customer’s credit was not affected. Best Regards,   Oswald R[redacted] Customer Care Advocate [redacted] [redacted] [redacted] (T) ###-###-#### § (F) ###-###-#### [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not yet satisfactory to me, It will be satisfactory when I actually see the credit/refund to my credit card. Previously on July **, 2015, The NY Times Company told, via phone, that it was crediting/refunding my credit card within 3 to 7 business days. Well, these business days have long since past and I did not see the credit/refund to my credit card. Hence, this time around I choose to see the credit/refund to my credit card before I will say that this matter is resolved.
Sincerely,
[redacted]

New York Times Account#: [redacted] Please be advised that this complain was resolved as of 3/**/15.  We have confirmed that the account was cancelled and balance due removed.  [redacted] was contacted and informed of the resolution and asked to contact us directly with any further...

questions. Best Regards,   [redacted] The New York Times § [redacted] § [redacted] (T) ###-###-#### § (F) ###-###-#### [redacted]

Dear [redacted],  Re: Complaint # [redacted] Customer Information:   [redacted] Daytime Phone: [redacted] Evening Phone: [redacted] E-mail: [redacted]     Please be advised that the refund request has been denied.  The customer was informed at the time of purchase that full rate will take effect after the promotion ends.  It is the responsibility of customers to inform us if they are not receiving the service they are paying for, wish to end it, or are paying for services they did not authorized, in a reasonably timely manner.  Please see below for the cancellation policy as outlined in our Terms of Sale. -------------------------------------------------- Please be advised that this complaint was resolved as of 7/*/15.  We have confirmed that the subscription was cancelled and informed the customer of our non-refundable policy as outlined in the Terms of Sale.  However, as a courtesy, we have issued a refund for 3 months back to the credit card on file. --------------------------------------------------   2. CANCELLATION AND REFUND POLICY 2.1. Cancellation and Refunds of Digital Subscriptions You can change or cancel your digital subscription at any time by calling Customer Care at ###-###-####. For international customers, please email us at [redacted]. Group Subscription billing cycles and terms of cancellations may differ and are governed by the terms set forth in the Group Subscription Purchase Order. Digital products sold as an add-on to your home delivery subscription, such as Times Premier, may have different cancellation or refund policies. Monthly and 4-Week Subscription When you cancel a subscription based on a monthly or 4-week cycle, you cancel only future charges associated with your subscription. You may notify us of your intent to cancel at any time, but the cancellation will become effective at the end of your current billing period. Cancellations are effective the following billing cycle. You will not receive a refund for the current billing cycle. You will continue to have the same access and benefits of your product for the remainder of the current billing period. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future. Annual Subscription If you cancel an annual subscription within the first 11 months of your subscription year, your access and other benefits will end immediately and you will receive a refund prorated to the day. If you cancel in the final 30 days of your subscription year, the cancellation will not take effect until the end of your current billing period. Your access and privileges will continue to the end of the current billing period, and you will not receive a refund. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future. Changes to Content or Access We reserve the right to make changes to our digital products at any time. If we temporarily reduce or eliminate the charge for content or access that you are currently paying for under different terms, you will not receive a refund. Cancellations by Us We reserve the right to suspend or terminate your subscription or product for any reason, with or without notice and without further obligation. You will not be entitled to a refund in these circumstances. If any or all of our digital products are temporarily unavailable, you will not receive a refund. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future.            Best Regards,   [redacted] Customer Care Advocate The New York Times § [redacted] (T) ###-###-#### § (F) ###-###-#### [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 and the matter has been resolved.Sincerely, [redacted]

Dear Mediator,  Re: Complaint # [redacted] Customer Information: 
[redacted]
[redacted] **  [redacted] The New York Times Account#: [redacted] Please be advised that this complaint was...

resolved as of 4/**/16.  Upon receipt of the complaint, our distribution partner was contacted and asked to closely monitor the delivery moving forward.  We received confirmation from the field that the issue has been corrected and they will continue to keep an eye on the delivery.  [redacted] should contact us directly with any further issues, so we can act on it immediately.   Best Regards,   Oswald R[redacted] Customer Care Advocate [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 and the matter has been resolved.  The NYTimes contacted me directly and offered to reimburse the majority of what I was owed...

with my signing on for a new subscriptions.  I am satisfied with this outcome.
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.  As long as the promised refund is actually processed as promised this time (I have not seen it yet but didn't want to let this message sit while I waited) , I fully accept and appreciate the response. 
Sincerely,
[redacted]

Re: Complaint # [redacted] Customer Information:  [redacted]
[redacted]
[redacted]
[redacted]
[redacted] The New York Times Account#: [redacted] Please be advised that this matter has been resolved as of...

6/**/16.  We have confirmed that the account is cancelled and refunded an additional $24 as a courtesy, bringing the total refund to $56.  [redacted] was informed of the resolution and asked to contact us directly with any further questions.  Best Regards,   Oswald R[redacted] Customer Care Advocate [redacted]
[redacted]

Dear Mediator,  Re: Complaint # [redacted] Customer Information:  [redacted] New York Times Account# [redacted]. Please be advised that this...

complaint was resolved as of 12/**/16.  We have confirmed that the account was cancelled, removed the $112.80 due to reflect a “0” balance and requested the account be pulled from the collections list right away.  Ms. Holcomb was informed of the resolution and asked to contact us directly with any further questions. Best Regards,   Oswald R[redacted] Customer Care Advocate [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 and the matter has been resolved.
Sincerely,
[redacted]

Dear Mediator,  Re: Complaint [redacted]Customer Information: [redacted] 
[redacted] 
[redacted] [redacted]E-mail: [redacted]Please be advised that this complaint was resolved as of 1/**/15.  There is no record of a...

cancellation request in our system prior to the customer’s email on 1/**/15.  We have reached out to the customer, via phone and email, explaining our terms of agreement and non-refundable policy.  This information was made available at the time of purchase.  The customer was advised that they would be charged the regular rate after the introductory period, and to inform us in a timely manner if they wish to cancel the subscription.    Best Regards, [redacted] [redacted] [redacted] [redacted]

From: [redacted] [mailto:[redacted]] Sent: Wednesday, July **, 2015 1:31 PM To: Complaints Subject: RE: You have a new message from the New York Revdex.com complaint #[redacted] - [redacted]   Dear [redacted],  Re: Complaint # [redacted] Customer Information:   [redacted]...

[redacted] Daytime Phone: ###-###-#### E-mail: [redacted] Please be advised that this complaint was resolved as of 7/*/15.  We have processed the $15 refund and informed [redacted] of the resolution.   Best Regards,   [redacted] Customer Care Advocate The New York Times § [redacted] § [redacted] (T) ###-###-#### § (F) ###-###-#### [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 "Keep in mind that once I say my complaint was resolved, they would be missing out on my award worthy opinions and suggestions. Are they sure they want to resolve my complaint?"See how annoying that is? I took that verbatim from their first response to my attempt to cancel.See how they made their intentions and desires clear and I am dragging it out? If you think I am being unreasonable and a bad customer by continuing to ignore their request to speak to me directly, then you must agree that they were being (and continue to be) unreasonable and a bad business (not a better business) when they ignored my multiple requests to cancel.I left out in my initial complaint that before I was forced into the chat with the representative to cancel, I had to fill out a form on their site that included a question "why are you cancelling your subscription?" I answered that question, then I had to wait while I was "connected to a representative." I waited about 45 seconds before I connected, which is a long time in the online world. It wouldn't surprise me if they make people wait as long as possible just because they found a good portion of customers give up if they have to wait at all. This isn't how a better company does business.    They are still using the same techniques to make the cancellation process more difficult for subscribers. I got impatient and started writing "CANCEL" until I got the response I needed. I really don't know what they feel the limit is for the number of times it is acceptable to ignore a cancellation request because I got impatient and difficult, but had I been polite I don't know that they would have cancelled as soon as they did. Is three the number of times you have to ask to cancel and is that really OK? How do we know? What stops them from asking if you're sure you want to cancel 100 times? Is there any limit to what is allowed? I'm sure we agree that if they made me ask to cancel 100 times that would not be OK, but why is 5 or even more than 1 OK? What I want to know is what is the policy? What is the actual written policy? If they tell me the policy, I will be satisfied. Because the policy is NOT, "if the customer asks to cancel, we cancel their subscription." I want them to either admit what is standard practice and they stand by it or that they agree it's wrong. What I won't accept as a resolution is an apology, because that just says they agree it's wrong and they intend to continue to do it.Using my experience we can infer at least the following:If a customer asks to cancel, the first response is to ignore the request and say that they won't get our great reporting. If they ask twice, then the policy is to ignore the request and tell them they won't get award winning columnists. If they ask three times, ignore and tell them about a new way to get all their articles on all your devices... then continue to ignore requests until the customer gets angry or gives up and keeps subscription. I'm not saying it's illegal, I'm saying that's not better business. This isn't OK on principle.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],  Re: Complaint # [redacted] Customer Information:  [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] New York Times Account# [redacted]. Please be advised that...

this complaint was resolved as of 12/*/16.  The account is set to cancel on 12/*/16 and amount due complete removed to reflect a “0” balance.  [redacted] was informed of the resolution and asked to contact us directly with any further questions. Best Regards,   Oswald R[redacted] Customer Care Advocate [redacted]
[redacted]
[redacted]

Dear [redacted],  Re: Complaint # [redacted] Customer Information:  [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] The New York Times Account#: [redacted] Please be...

advised that this matter has been resolved as of 6/**/16.  We have confirmed that the account is cancelled and refunded a total of $22.92.  [redacted] was informed of the resolution and asked to contact us directly with any further questions.    Best Regards,   Oswald R[redacted] Customer Care Advocate [redacted]

Dear [redacted],
Re: Complaint # [redacted]
Customer Information:
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
New York Times Account#:[redacted]
 
Please be advised that this...

complaint was resolved as of 11/**/14.  We have contacted [redacted] and assisted with the cancellation and asked that he reach out to us directly with any further questions.
 
Best Regards,
 
[redacted]
Customer Care Advocate
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
My complaint would have been resolved had I received a full refund but I can see that will not happen, unfortunately. I also notice they have spelled out the terms of signing up to receive the NYTs  and provided you with all the terms of their cancellation policy.  If I had received this same information, I would not have had to contact the Revdex.com. Thank you Revdex.com for enabling the communication between myself and the NYTs.Sincerely,[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]