Why can't I get a straight answer to a simple question?

I'm not getting a straight answer from MAKE magazine or the subscription fulfillment agency

"Preferred Subscriber Notice

One year $24.95

Credit Card # Ending in: 0799

Dear Chris Tucker,

The last issue in your MAKE subscription – Volume 28 – will be mailed to you very soon. Per your request, your MAKE subscription is scheduled to be automatically renewed for another full year on 9/6/2011. However, when reviewing our files, we noticed that the payment information we have for you is outdated."

The only "outdated" information is that the debit card I used was superceeded by a NEW debit card when my old bank was bought out by a new bank and a new debit card was issued to me.

Neither MAKE magazine nor the subscription fulfillment agency will tell me HOW THEY DETERMINED my debit card information was "outdated".

I suspect that they attempted to debit my card and for some reason refuse to admit this fact.

Right now, I am VERY displeased with both MAKE magazine and O'Reilly Media. I am, right now, not at all inclined to renew my subscription.
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  • Hi Chris,
    I'm dreadfully sorry for the frustration about trying to get this sorted out. I'm not sure exactly what steps the Make magazine fulfillment department has taken to assist you, but it sounds to me that they are just needing a new, valid card to process your subscription fee and they do not have it on file as of yet. If they have an older outdated card on file and go to process the fee, they will get an error and be unable to proceed.

    To contact them directly to get your information updated, you can reach them at:
    1-866-289-8847. If they are unable to assist you directly please let me know.

    If you have any further questions or require further assistance,
    You can contact us at:
    1-800-889-8969
    or
    1-707-827-7019 (outside the USA)
    7:30 am to 5:00 PST

    Cheers
    Tai Hake
    Customer Service Rep,
    O'Reilly Media
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  • I’m frustrated.
    Hello Tai:

    It's not a matter of needing the new card, it's a matter of no one telling me what they did. Someone, somewhere did something that returned an invalid card number.

    No one is admitting that fact, indeed, here's the response from Walter Williams:

    "From: "Walter Williams"
    To: "'Chris Tucker'"
    Subject: RE: Your MAKE Subscription is about to Expire
    Date: Mon, 5 Sep 2011 21:34:17 -0700
    Thread-Index: AcxqoYAyWVJF1Bz/QXa3PP4SNzFJSQBrFYxQ
    X-Rcpt-To:
    X-DPOP: Version number supressed

    After careful research, we found that the email was inadvertently sent to 3 customers with valid credit cards. There was a glitch with our internal email system.
    Apologies for any inconvenience to you.

    Walter
    "

    This sounds like the 21st Century equivalent of the "bedbug letter".

    http://www.snopes.com/business/consum...

    Particularly as the card number on file was indeed invalid. Yet Mr. Williams claims it was a valid card number.

    All I want is a straight answer. Did your subscription fulfillment agency attempt to debit my account or not? And if the subscription expires in October, why was anyone messing with the card number in August:

    "From: Make
    To: CHT@GIS.NET
    Date: 23 Aug 2011 10:07:38 -0700
    Subject: Your MAKE Subscription is about to Expire
    X-Rcpt-To:
    X-DPOP: Version number supressed

    Account Number: MK955138 Expire Issue: 28

    CHRIS TUCKER
    705 RIVER ST APT 422
    BOSTON MA 02126-3063

    Preferred Subscriber Notice

    One year $24.95

    Credit Card # Ending in: 0799

    Dear Chris Tucker,

    The last issue in your MAKE subscription – Volume 28 – will be mailed to you very soon. Per your request, your MAKE subscription is scheduled to be automatically renewed for another full year on 9/6/2011. However, when reviewing our files, we noticed that the payment information we have for you is outdated.
    "

    To repeat. All I want is a straight answer as to what was going on that my old debit card was suddenly discovered to be outdated, and why did Mr. Williams send me a very unbelievable explanation.

    I greatly appreciate your taking the time and effort to resolve this on my behalf.
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  • Hi Chris,
    we here at O'Reilly don't process the payments for the Make magazine subscription, (that would be Walter's department), but I have escalated your case to the proper channels and requested that they respond directly to you about what was the cause of the confusion.

    Cheers,
    Tai Hake
    Customer Service Rep,
    O'Reilly Media
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  • Again, thanks for all the time and effort you've put into this on my behalf. I sincerely appreciate it!
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  • Again, thanks for all the time and effort you've put into this on my behalf. I sincerely appreciate it!
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  • Hi Chris,
    It's my pleasure to assist in what (unfortunately limited) way I was able to.

    Cheers,
    Tai Hake
    Customer Service Rep,
    O'Reilly Media
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