2007-07-03|Ottawa Citizen subscription

To whom it may concern

Help!

Here is my account information for the Ottawa Citizen.

Account Information

Account Number: XXX XXX
Telephone number: YYY YYY YYY
Date of last payment: JUN 22 2007
Amount of last payment: $24.27
Paid thru date: JUL 20 2007
Billing date:

Last month (June 2007), I requested the change of payment method from my Scotiabank Powerchequing account to my Bank of Montreal MasterCard account.

Account Information
Account Number: XXX XXX Telephone number: YYY YYY YYY Date of last payment: JUN 22 2007 Amount of last payment: $24.27 Paid thru date: JUL 20 2007 Billing date:

For the month of June, however, the Ottawa Citizen debited from both accounts, as shown below.

Scotiabank Powerchequing account

2007-06-15 - PMT DIVERS
OTTAWA CITIZEN GROUP $24.27

Bank of Montreal MasterCard

Jun. 23, 2007
THE CITIZEN SUBSCRIPTI OTTAWA ON
24.27

Please credit my account for 1 month, and make sure that the double payment will stop ASAP!!
Thank you very much for your attention.

Scotiabank Powerchequing account
2007-06-15 - PMT DIVERS OTTAWA CITIZEN GROUP $24.27
Bank of Montreal MasterCard
Jun. 23, 2007 THE CITIZEN SUBSCRIPTI OTTAWA ON 24.27

To the Action Line

My E-mail inquiry about my Ottawa Citizen subscription was not answered within 24 hours as promised, so I telephoned the Ottawa Citizen's Reader Sales & Service at <tel:+1-800-267-6100> to have one of my double payments (June 2007 Scotiabank payment, June 2007 MasterCard payment) reversed.
The representative first told me that he did not see the June 2007 MasterCard payment. After a while, he found the transaction OK. He insisted that the June 2007 MasterCard payment was for a different 1-month period. However, the 2 transactions are only 8 days apart. He then incorrectly stated that I did not make the May 2007 Scotiabank payment. However, the transaction shows up clearly on my Scotiabank monthly statement, just like previous direct payments to Ottawa Citizen on every 15th of the month for the last 15 years or so. He finally referred the matter to his supervisor who did not call me on the same day.
The only change that I asked for was the payment method, and no other change including the billing period was requested. I am puzzled by such incompetence at the Ottawa Citizen, giving out incoherent, incorrect and misleading information to the valued customers.

To whom it may concern

The next day, the supervisor of the Ottawa Citizen's Customer Service Department called me. I showed my dissatisfaction that I would be paying 13 times in 2007. She explained the situation that the bank allows only one debit on the 15th of every month, while the credit card can be debited on any day. So the Ottawa Citizen debited my account on the next billing day which happened to be very close to the 15th of the month.
As a courtesy, she credited my account because nobody had explained the upcoming payment at the time of my request to have the payment method changed. I finally understand the logic, and I am happy now.
The following day, the Ottawa Citizen did not arrive. I complained on-line at the Ottawa Citizen website, and the newspaper arrived a few hours later OK. I hope that it was just a coincidence, not another screw-up...

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"Sunatori, Go Simon" <GS.Sunatori@HyperInfo.CA>

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Produced in Canada./Produit au Canada.

ISBN 978-0-929105-04-8

2024-12-17T20:37:15.000Z