Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have missed many issues in the last year. We have missed the last 4 Sunday Editions. Call after call have been met with excuses and lame promises. Some of our neighbors are experiencing the same neglect we are. We are told the issues that are not delivered same day cannot be delivered the next day, like news doesn't matter. The print news in Knox County Ohio does not exist. To get real print news we need the dispatch. The statement however arrives pronto. Just no newspaper. Please help resolve this problem.

  Business Response

  Date: 01/22/2024

  January 22, 2024
  
  
  Complaint *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****** ******* and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent.  Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  Ms. ********* *ccount has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  Date:01/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subscribed to Sunday edition only for years. I am older with a sloping driveway. I received porch delivery until November when they discontinued porch delivery. I called and explained that it is sometimes difficult to get the paper down by the gutter when weather is bad. If It rained, the paper got soaked. They told me I could still receive porch delivery. For 4 weeks, it was still dropped at the curb. Last week and a couple of weeks before, it was wet. Last week I called within the time needed and was told by the recording that I would get a replacement paper within 2 hours. I did not. I called to complain and cancel. I was told that my December payment with the promised "credits" was good thru the 21st of Jan. I am requesting a refund of December payment as I have not received the promised product. Today, I didn't receive the paper so I called again and I was told that today, the 14th, was the expiration date. I feel if they won't refund, I am still due 2 papers. The service is terrible, they tell me a refund isn't possible. They give credits but papers are not delivered as promised for those credits. For months, I have not received what was paid for. This is a shameful way to run what was once a good company providing a good product. I want a refund of the December payment of over $13.00 for a product not received.

  Business Response

  Date: 01/16/2024

  January 15, 2024
  
  Complaint  #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ***** and the delivery of the paper. We apologize for any frustration this may have caused. We stopped porch delivery several months ago due to issues that it was creating with getting the papers delivered on time. We had so many requests for porch delivery that it was causing late and delayed deliveries and a lot of frustrated customers because of it. Our apologies that she was told it would continue to be delivered to the porch, she was misinformed. We will be addressing the customer service agent who gave her the incorrect information. We have issued a credit back to Ms. ******s credit card for the remaining balance on her account and the time that it was stopped for service issues.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 01/20/2024

  I am rejecting this response because: I feel I am owed the refund for at least 2 more papers, which were either not delivered or damaged by rain.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 01/22/2024

  January 22, 2024
  
  Complaint  #********
  
  We have received the rejection from Linda Lerum and have issued an additional $4.59 refund back to her card. Her account was issued credit for the complaint on 12/17/2023 already and the $4.59 makes the refund the full amount paid of $13.87.
  
  Thank you,
  
  Subscription Management Specialist Team Lead
  Gannett, Inc.

  Customer Answer

  Date: 01/22/2024

  I accept the business's response to resolve this complaint.

  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arranged for a vacation hold from 11-19 to 12-19. I had no delivery of the Columbus Dispatch newspaper for at least 4 days prior to that. I though that by 12-19 they would have a new delivery person because I received holiday wishes from ****** ****** who stated that he will be moved to a different area to deliver there. I called back before 12-19 to restart delivery. Beginning with 12-19, there has been no delivery. NONE> and this is January 6th. I need the delivery to start asap and a refund check for all undelivered dates credited to my account since the new owner took over. I have placed 4 calls to their customer service line 4 times. One one occasion I asked to have a call back by the delivery supervisor, but that didn't happen. On another of these 4 calls I asked to speak to a customer service supervisor and the answer was "she is busy with other calls"

  Business Response

  Date: 01/08/2024

  January 8,2024
  
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******* **** and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online. We do not refund this amount. 
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  Ms. Reid's account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  Date:12/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a customer for 30 years and I've had great difficulty with the company in the last year. I have missed papers, delivered at the end of the driveway, they've been wet and I cannot get to the end of the driveway because of a recent accident. I've called three different times and spoke to different supervisors about these issues.and nothing has been rectified. They've told me 3 different times that someone would call me back and no one did. There has been no resolution to this issue. I would like to hear from the company and speak to someone on how they can resolve this. Thank you

  Business Response

  Date: 12/19/2023

  December 19, 2023
  
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Jacquie ******** and the delivery of the paper. We apologize for any frustration this may have caused. 
  
  Recently letters were sent to customers regarding driveway delivery. Unfortunately, the current environment produces challenges with our newspaper delivery. Despite out best efforts, we do not see the situation improving. To ensure that we can deliver the newspaper on time it has been decided to deliver to your driveway as close to the house as possible. 
  
  We are sorry for any inconvenience this has caused Ms. ******** and we want to assure you the we remain committed to providing the best service possible. 
  
  Ms.********'s account has been documented and credited accurately based on the choice made using the automated systems for any missed papers.  We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

  
  

• Initial Complaint

  Date:12/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Dispatch has not been delivered for two weeks. I have called every day, but have never reached a customer service rep. There is no prompt to speak to a live customer service agent. Today, I was told they were not delivering to me today, so I chose a credit. 

  Business Response

  Date: 12/19/2023

  December 19, 2023
  
  *** ********
  ** * **** **
  ************ ** *****
  Daytime Phone: ***** ********
  E-mail: ***************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *** ******** and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  Mr. *******'s account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  Date:12/05/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Dispatch lost a wonderful carrier recently and has replaced that carrier apparently with a totally inept employee and we have begun missing papers (December 1, 3, 4 & 5). I have contacted the Dispatch via both telephone and e mail re: these missed deliveries. On one occasion they reported they would guarantee delivery that day but NEVER delivered. The other occasions I requested that my account be credited for the non delivery. I do not think that my account was credited for those days of non delivery. There appears to be no solution as they may not continue (or deliver at their convinence) delivery in the future. I had paid about $600 a few months back and now that balance is about $300. I like the Dispatch and would like to continue the subscription but I spend too many of my remaining hours (I am 89) contacting the Dispatch instead of reading it.

  Business Response

  Date: 12/05/2023

  December 5, 2023

  
  * ***** ******
  **** ********** ****
  ******* ** *****
  Daytime Phone: (**** ********
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding * ****** and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online. 
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and, when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.
  
  Mr. ******'s account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their managers of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead.

  Customer Answer

  Date: 12/07/2023

  
  I am rejecting this response because: they delivered the 4 missed dates but all were late.  The respondent implied they normally do this as the event  occurs - daily
  
  Regards,
  
  * ***** ******

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on wednesday november 15th 2023 at 828 am i called18888849026 the dispatchs cust service number and canceled my subscription because they refused to deliver the paper to my front porch in which im on a porch route . they told me i have to take the paper until my payment had run out. i told them no i wanted a refund and i would sue to get it they told me to go ahead and sue them i at 835 am i called 6144615100 the main office talked to someone who told me since ive had so many issue s with my service they would refund my 57.62 which they normally wouldnt do she said i would have a check i 7 to 10 days well its been 19 days days and i want my refund nothing else

  Business Response

  Date: 12/05/2023

  December 5, 2023
  
  
  Please accept this as confirmation we have received a complaint from your offices regarding **** ***** and the delivery of the paper. We apologize for any frustration this may have caused. Earlier this year, the Columbus Dispatch went to a "no porch delivery" policy for all subscribers. The decision was made to make this policy due to the number of porch delivery requests and the additional time it was taking the carriers to be able to make this accommodation. It became impossible for them to get their routes delivered by the deadline causing more issues. Mr. ******s paper was canceled per his request on 11/16/2023 and a refund of $57.62 was issued by check on 11/29/2023.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

  Customer Answer

  Date: 12/08/2023

  
  I am rejecting this response because:  i havent received anything from the dispatch except soliciting calls if they could show a copy or check number  and when i receive it ill be satisfied thank you 
  
  Regards,
  
  **** *****

  Business Response

  Date: 01/03/2024

  January 3, 2024
  
  
  We have verified through our finance department that Mr. Estep did receive the refund check and cashed it on 12/18/2023. We would be happy to provide a copy of the endorsed canceled check to Mr. Estep if he needs for us to. Per his response, he would be satisfied with the refund issued.
  
  Subscription Management Specialist Team Lead
  
  GANNETT, Inc.

  Customer Answer

  Date: 01/04/2024

  
  I accept the business's response to resolve this complaint.   The check was not issued november 29th  they lied to you and me the check was issued december 5th in which i didnt receive it until the 12th 

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please refer to below document detailing the service issues with the Columbus Dispatch. Paid for a full year subscription for my 90 year old father in law and after a month with very few papers delivered and the ongoing run around from their customer service dept. I cancelled the paper requesting a full refund. They pro-rated the amount paid from $309 to $250.47. Only received a few papers during the month and upon each call to customer service they extended the subscription due to papers not being delivered. How do they justify $60 reduced refund for less than a week of papers. I called at least 5 times over the month to report the problems and was told they would be resolved. There is no way to contact the Dispatch except through their customer service number and the foreign customer. service reps are inept. Could never get a supervisor on the phone.

  Business Response

  Date: 12/04/2023

  December 4, 2023
  
  **** *******
  **** ****** ***** **
  ******* ** *****
  Daytime Phone: ***** ********
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **** ********* (via **** *******) and the delivery of the paper, account #*********. We apologize for any frustration this may have caused. We have reached out to Mr. ******* after reviewing the account and analyzing what has taken place. It appears that Mr. **********s paper was set up to be delivered by mail on the restart and was supposed to be delivered by the local post office. Mr. **********s paper had been stopped on 10/20/2023 for nonpayment with a grace owing of $60.10. When Mr. ******* called on 10/26 to restart the paper on 10/29/2023, he made a payment of $309.00 of which, $60.10 was applied to the grace amount due. This left $248.90 to go toward the new subscription starting on 10/29. When the account was canceled due to delivery problems, we refunded Mr. *******'s credit card for $250.47, $1.57 more than the amount paid for the new subscription start.
  
  We truly apologize for all of the hassle and inconvenience this has caused. 
  
  Subscription Management Specialist Team Lead
  Gannett

  Customer Answer

  Date: 12/13/2023

  I accept the business's response to resolve this complaint.

  Regards,
  
  **** *******

• Initial Complaint

  Date:11/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a daily subscription to the Columbus Dispatch for over a decade. The last daily paper delivered to my house was 11/13/23. I did not get a newspaper delivered on 11/14 11/15 11/16 11/17 11/20 11/21 11/24 or 11/27. Only on the Wednesday before Thanksgiving was a daily paper delivered. There are no longer Saturday newspapers. I only get Sunday newspapers delivered the past 2 weeks. I am suspicious that it because my neighbor gets only the Sunday paper. I have contacted the Dispatch every day I have been forgotten. Every time someone assures me they have contacted the delivery person and fixed the problem. Today I asked them if they were lying to me about having a daily carrier. At first the person told me that I don’t have a carrier. Then I was told I have a new carrier who started 2 weeks ago and is still learning the route. When I complained that it shouldn’t take 2 weeks and daily reminders to learn to deliver my paper, I was told that I can access the e-edition and then I was hung up on. I am upset. I think they are lying to me. I think there is not a person hired to deliver my newspaper on M-F. I think the Dispatch needs to find a way to get my daily newspaper to me and stop lying to me. I think it should not take 2 weeks to fix this problem. When I ask if I can speak to a person I am given a number for an automated system which I use daily to report my non-delivered paper and get credit applied. Credits are not a readable newspaper.

  Business Response

  Date: 11/27/2023

  November 27, 2023
  
  **** *******
  **** ******* ***
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******* and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints.
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and, when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen. It appears that Mr. ******* has a new carrier as of the date of the first missed delivery and that the carrier has missed his address from the beginning of taking over the route. We apologize and have made sure that he has received credit for the dates in question. We have also reached out to the District Managers and their management team to ensure that this is resolved immediately.
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  Date:11/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a subscriber for years. For the last 3 weeks they have not delivered the paper. I cannot reach anyone when I call. We've gotten 5 in the last 3 weeks, no Sunday papers at all. There's a machine which says they will look into the problem but nothing changes. 

  Business Response

  Date: 11/21/2023

  November 21, 2023
  
  ****** *********
  **** ******* *****
  ************ ** *****
  Daytime Phone: ***** ********
  Evening Phone: ***** ********
  E-mail: **********************
  
  Complaint  #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding the account of **** ********* and the delivery of the paper. We apologize for any frustration this may have caused. 
  
  More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. 
  
  ** *********** account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead