Uptick in consumers reaching out to DMA for assistance in removing deceased family members from marketing lists.
REMINDER: PASSING THE BUCK
The practice of “passing the buck” means that the company referred consumers complaining about its service or promotional mailing to DMA instead of handling.
the complaints internally, this is not an acceptable practice. For example, a large teleservices company included DMA’s complaint hotline on its own marketing mailing and online advertisement instead of providing an internal process for complaints from consumers. DMA received dozens of complaints as a result.
When companies refer consumers to DMA, consumers often believe DMA is the list source and that DMA can remove them from a company’s files. This is not the case. DMA cannot resolve a data issue for a company regarding its own database systems. Companies should ensure their organization has a marketing preference process in place.