ComplaintsforThe Denver Post

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing/Collection Issues

  Status:

  Answered

  More info

  Having been a home delivery customer of theirs for decades, we always paid for the subscription either annually or semi-annually and understood that they were NOT to retain our credit card number and we had to give it to them each time the delivery was renewed.On Oct 30, 2021 a charge was initiated to our credit card with no notice of any kind from them and no action on our part. This charged was disputed through USAA and resolved in our favor.On November 15,2021, my wife had lengthy conversations with them and ended up speaking to *********, supposedly a supervisor. She told him repeatedly that we were done getting their paper, did not find their service at all satisfactory, did not want a free month, did not want the electronic paper, that the had no right to retain our credit card number or make any charge to it, and had never agreed to any auto pay program. He stated that the **** pay monthly charge at some $20 figure would be easier for us than paying a lump sum and was told emphatically NO.On Nov 22, 2021, I was notified by USAA that the earlier charged had been resolved and checked my account to verify this. When I did, I found that they have charged $26.87 to our account of November 16th, the Day After ********* was told NO all those times.We are disputing this additional charge thru USAA and expect that to be resolved, but are asking that BBB take appropriate action against them. Being confident that the end of that business is coming, we still want their total lack of competence recognized.

  

  Business response

  11/26/2021

  We have followed up with the call center on this matter.  We have listened to the recordings.  The agents involved have been retrained on how to best handle these matters.

  We have processed refunds on the last two payments made:  10/19/21 for $18.42 and 11/16/21 for $26.87.  Note:  The credit may come through as a single amount ($45.29)

  These credits will be processed back onto the credit card with the last four digits of 0252.

  As required by banking regulations and federal law, we do not retain credit card numbers on our subscribers.  This information is stored digitally in a banking vault. 

  Please allow up to 14 days for the credits to process.

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