News and observer9/19/2023 ![]() ![]() The N&O representative told me that because I didn't call to cancel in advance of the charge, I could not be refunded my money. We have autopay for other bills, and we always receive advance notification of a charge. The N&O told me I had autopay, which I had cancelled the previous year. I never received advanced notification of a charge to my credit card. They refused to refund my money even though the service hadn't started yet (subscription was for 2023). I called the N&O on Decemand asked to cancel the subscription and refund my money. I received a $400 charge to my credit card in December 2022 for an annual subscription renewal for the N&O. Please remember that according to our Terms-of-service all subscription account payments are non-refundable." Your account was cancelled on the expiration date. In the same way, please be advised that you paid from to. For that reason, it is necessary that the customer reports opportunely this kind of problems in order to take the actions required. However, according to the information provided by our records, we have registered only one complaint (complaint was made on ) regarding that issue with your home delivery service since the last payment made on. They answered me on April 27th with the following reply:"We are sorry for the inconvenience this may have caused you. The rep said in order to get a refund I had to submit my request via e-mail. I was told by the rep then that my request for a refund had been terminated because there was only one complaint about this on record. The rep on April 12th said that they were having issues with their refund department and asked me if I could call again. I called back in to customer service on April 12th. The rep said he will submit my request and I should see a refund by April 11th. I called customer service around the fifteenth of March to discuss a cancellation and a refund. At this point I wanted to cancel our subscription and get a refund of $221.63. Another month had passed and we still had not received one newspaper. At that time they appologized and said that we should start receiving our newspaper the following Monday. I called customer service in early February to discuss this issue. Two weeks had passed and we had yet to see one newspaper. They immeadiately deducted the $221.63 from our account to cover the cost of the subscrbtion. Good morning,On January 19th of this year my wife ******** purchased (via telephone) a three month subscription to the ******* News and Observer. It is now 5 days later and I have yet to hear from them as promised, and have not received the refund. When I asked to be transferred to someone above the supervisor I was told they could not transfer me but a supervisor lead would call me back in 24 hours. On 5/10/23 I spoke with a representative and then was transferred to a supervisor who both said the refund was again being processed, but the amount to be refunded was less than what had been agreed to in all previous conversations. ![]() It has been 6 weeks since the initial conversation and I've had multiple documented conversations since with **************** confirming the refund amount and being told about additional departmental approvals required before they can proceed. We were told to expect the refund in **** business days. **************** was very accommodating though and allowed ** to reduce our subscription plan to the lowest digital only option, and providing a refund to our credit cared of $431. We tried to cancel our subscription just as it auto-renewed, but were too late. Our annual subscription fee gradually increased every year, and over doubled from when we first subscribed. We were very happy with our *************************** print service for 7 years, with only minimal service interruptions which were always quickly remedied. ![]()
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