ComplaintsforWinnipeg Free Press

• Initial Complaint

  20/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had signed up for a 22 week promotional subscription period with the Winnipeg Free Press. Well before the end of the promotional period, I had attempted to cancel my subscription. I kept getting error messages, and sometimes no error would pop up. I tried on both a desktop browser and on my mobile device. It was an issue with their website. When no error message appeared, I trusted that my cancelation had gone through. I was able to submit a cancelation twice with no error message or confirmation message. This past weekend I noticed that the Free Press put a $** charge to my credit card, so I emailed them the issue and asked for a refund. They are refusing to give me a refund. I don't believe I should have to pay when I had done my part and tried to cancel, but couldn't because of a problem with their website.

  

  Business response

  04/04/2023

  Our refund policy is to only refund over $** but there are exceptions based on individual subscriber.  This should have been a refund and processed by the Csr ***** *******  

  I have sent a request for a refund to be done for the 1 month $***** as this email and call should have been escalated to myself or another manager.

   

  Thanks

  Customer response

  05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have received the refund on my credit card. Thank you.

  Sincerely,
  
  Vanessa *******

• Initial Complaint

  16/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a Saturday only delivery subscribers. On February 8th they called to cancel their newspaper. At that time they were advised that they couldn't do a refund for under $** so would continue to get the paper until March 4th. We were looking at a digital subscription which we already had with our delivery. So should have been an easy switch. March 6th $***** comes out of the bank account. Call back and was advised that they would refund $***** but would still charge $**** for 2 weeks of paper delivery. We stopped getting the paper on March 4th which is what we paid for the previous month. They will not refund all of the money to us and can't explain why they are taking this money from us. I know we are getting everything but the $**** back but when you can't explain why you can't refund it to me why are you keeping it. They are refusing to refund it *** *** ***** * ***** ** *** *** ******** ** *** ** ** ** *** **** ** **** **** * **** **** ** ** *** *** ** ** ******* * ** ***** *** ******** ******** ***** ** *** ********* ** **** ****** Asked for a refund check and was told that I can't do that ** * **** **** ** ******* *** **** ******* ** **** **** **** ***** **** ***** ** **** ***** *** ***** ****** *** **** ****** ***** **** **** ** ***** ************ ****** *** ********* ******** *** **** ** **** *** *** *** **** **** **** *** ** ********

  

  Business response

  16/03/2023

  We spoke to Linda on March 15 at 12:18 pm where she had explained to us that she did not agree with our refund policy.  The Csr Diana R she spoke to escalated and asked me the Director of Service and Sales if we would make an exception and I instructed the Csr to refund full amount.  The transaction processed in our system and was sent to finance on March 15 at 3:45 pm which is now waiting to be refunded by cheque. 

   

   

  Thank you 

   

  Customer response

  16/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As long as we are receiving a refund I accept the response but want to say that they way they treat long time customers is diplorable. Should be able to explain what the money they are taking is for and not blame the customer we did our part and they should have done theirs. * ***** **** *** **** ****** ** ******** ** *** ******** ******* ****** **** ** ** ******* 
  Sincerely,
  ***** Landles

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the Spring of 2022 we rec'd an online tax receipt from the WFP. Our printer was down so I contacted them and asked them to please send my copy in the mail. They WOULD NOT do this and suggested I email the tax info to a friend, and have them print it. Then I had to drive and get it. **** ** **** ********* ** *** *** *** *** ***** ** ***** **** *** *** ******** * ****** *** ***** **** ** ***** ** *** *** **** ** ** *** **** ****** **** This morning we did not receive our Free Press, so tried calling them. Forget it: No one answers the phone. So I emailed them and have not rec'd an answer. Just before noon, I called again and its the same message: "Your call is next in line". No customer service. Very frustrating when we are a subscriber and cannot contact them by phone.

  

  Business response

  06/03/2023

  We contacted the account holder that filed the complaint and did speak to John *** ******* and we did explain that the process for receiving a digital tax credit is digitally and not hard copy.   On the digital tax receipt, it clearly states.

  “Since this is a digital news tax credit, we will not be mailing paper copies of this receipt; please retain this email for your records. If you have any questions, please email us at *************************************** 
  I have made an exception and will mail one out but have explained again that the digital tax receipt will be emailed, and we are not mailing it and have entered a note in his account.  * **** ******** ***** * ****** ***** ** *** *** *** ******** ** * *** ******* ******* ** **** *** **** ** *** *** **** ******** 
  

   With reference to “This morning we did not receive our Free Press, so tried calling them. Forget it: No one answers the phone. So I emailed them and have not rec'd an answer. Just before noon, I called again and it states the same message: "Your call is next in line". No customer service. Very frustrating when we are a subscriber and cannot contact them by phone.” 

  Mr. ******* said he did receive a paper today and the last complaint registered was February 3, 2023, and an adjustment was made for 6 days, and I have attached below a print screen of the adjustment for that day plus 5. 

  In response to our automated system letting them know they are next in line; the system can tell them they are next but if all reps are on lengthy calls which can take sometimes 15-20 min if they are calling about billing.  Our average call centre hold times are 35 min Mon-Fri and 25 min on Saturday.

  I assure you that every email and phone call is answered in a timely fashion but do understand that customers feel they wait too long when trying to contact us.

  Let me know if you have any further questions.

   

  Thanks

   

   

  Customer response

  07/03/2023

   
  Complaint: ********
  
  I am rejecting this response because: The complaint was made by myself, Gail *******, not by John *******; therefore, I should have been interviewed.

  
  
  Sincerely,
  
  Gail *******

*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. ↩