Another Bad Washington Post Experience

This morning I once again did not have my newspaper when I got out of bed. It was 30 minutes past when it is supposed to arrive. I used to give it a little more time before reporting it, but I’ve had so many bad experiences with my delivery I report it every time now. I had trouble getting the online account to work so I called the number to make the report. When I put in my telephone number it said my account was inactive and sent me to a real person. Here is what happened:

Me: I tried to report a missing paper and it said my account was inactive.

Them(after I gave them my info): It says here that you called and canceled your subscription yesterday.

Me: Nope. No one from this house did that.

Them: I have a note that you called and canceled and said you were switching to the Baltimore Sun and a refund was sent.

Me: No one from this house called and canceled the subscription.

Them: Let me check – Comes back – I talked to the representative from yesterday and they confirm you called and canceled.

Me(very angry and raising my voice now): That makes no sense. I am telling you I didn’t do that.

Them: Refuses to admit they made a mistake, but claims they reactivated my account.

After verifying I did not receive a refund from the alleged cancellation, I call back and ask to speak to a supervisor.

Me: Goes through the previous call

Them: Tells me a woman called and canceled.

Me: Do you not do any verification before you cancel an account?

Them: Avoids the question, finally apologizes and says they have reactivated my account.

Me: Can you answer my question?

Them: Avoids is again

Me: Please answer my question

Them: Finally says next time they will actually ask questions before canceling my account when a woman calls to do so.

Me: Seems like that should be the policy already.

End call.

I’ve also sent emails to the head of circulation and the head of customer care at the Post as I have their contact information from the last two times I had really poor customer service. I don’t know why I don’t actually cancel the subscription.

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