ComplaintsforLos Angeles Times

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Online, I cancelled my print subscription to the LA Times. The paper kept arriving for 2 weeks. I ccvd a paper bill for $159. I put I a check in the mail. The paper stopped being delivered. I called to cancel again. They apologized; assured me they would not process my check. Three weeks later, they cashed the check. I called. They said they would only refund me $39.

  Business response

  10/04/2023

  
  Thank you for contacting the Los Angeles Times.

  
  We apologize for the confusion regarding the account activity. After review of your account, heres what we found-

  
  -July 12, 2023, your subscription was renewed for $159.92, billed to the MasterCard on file. This paid your subscription from July 13th to September 16, 2023.
  -July 14, you submitted a cancellation request online. Per our terms and conditions, cancellations take effect after the current billing cycle (9/16); this is why you continued to receive delivery of the newspaper.
  -July 31, we received a billing dispute for $159.92 from your financial institution, resulting in a past-due balance because the account was still active.
  -On 8/26, you informed customer service that you had mailed a check for $159.92. As a courtesy, the representative processed an immediate cancellation for 8/26 so that the past-due balance would not increase.
  -8/28, we received the check for $159.92. 
  -$122.79 was applied to the past-due balance which covered your subscription from  July 13th to August 26th.
  - The remaining balance of $37.13 was refunded.
  
  We hope that we have addressed all of your concerns.
  

   

   

  *************************
  Escalation Support Specialist
  ********** Times - Los Angeles Times
  
  

   

  
  

  Customer response

  10/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the resolution.
  
   
  *********************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  What's with the tiny print can I enlarge it any way.

  Business response

  09/13/2023

   

   

  On September 13, 2023, we contacted Mr. **** and assisted him with enlarging the font size of the online newspaper. 
  Were confident that weve successfully addressed his concerns.
  
  
  
  
  
  *************************
  Escalation Support Specialist
  Los Angeles Times
  
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  An email about an increase in price to $240 for 8 weeks a scam.

  Business response

  07/07/2023

  
  Thank you for contacting the Los Angeles Times.

  We are sorry to hear that you feel you were scammed by our company and would like to assure you that we are not in the business of scamming our customers.

  
   We spoke with ****************** on 7/7/23 and addressed his billing concerns.
  
  
  
  *************************
  Escalation Support Specialist
  ********** Times - Los Angeles Times / ********* Union-Tribune
  

  
  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have subscribed to LA Times at THIS address since **** and I have had very few issues with deliveries in most of these years. Occasionally yes when I have had this problem however another paper was delivered within a couple of hours. NOW I don't get a replacement at all. This issue seems to occur too frequently now.Call me old-fashioned . I am old and I like to read it and solve the Sudokus at breakfast.Sincerely *****************

  Business response

  07/05/2023

  Thank you for contacting the Los Angeles Times.

  
  We are sorry to hear that your newspaper was not replaced as requested.

  
  Our records indicate the last delivery complaint was entered on 6/24/2023, and the local distributor was notified. We have tried reaching out to  ************** via phone multiple times to assist and/or inquire if the delivery had improved. However, she was not available and our calls were not returned. After further review, our records show ************** has requested a temporary vacation hold from 7/2/2023 - 7/8/2023.  Once delivery resumes, if sporadic and redeliveries are still an issue, please contact customer service at ************ for assistance.
  
  
  We hope we have addressed all of your concerns.
  
  Regards,
  *************************
  Escalation Support Specialist
  ********** Times - Los Angeles Times / ********* Union-Tribune
  

  
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had had a subscription to the Los Angeles Times for home delivery seven days a week. It got to the point that I could just not afford the cost anymore. I ran out my subscription and when I got a new bill for continued service, I contacted the Times to see if I could instead get a subscription for weekend delivery only. The person who responded to my email kept trying to get me to keep my weekly subscription and wasn't really answering my questions.I finally stated firmly in my email that I wanted weekend delivery only (Saturday and Sunday). I started to receive that and received a bill in the mail for $45.00 - which was paid on May 22, 2023.This past weekend (Saturday, June 10th), I had not received my paper and contacted the Times to see what the problem was. I got "***" - who stated that I had not paid my overdue account. I stated that I had - as I had transferred over to weekend delivery and I had paid the $45.00. He kept saying over and over that my account was "overdue" and that was why my delivery had stopped.I finally was able to jump in (he talked and talked and talked!) and stated that I had stopped my seven day delivery due to it being to expensive, and switched over to weekend delivery. *** informed me that I still owed money to the Times, and there would be no more delivery service until I had paid the overdue amount.I DO NOT OWE THE TIMES ANYTHING. I ended my seven day a week delivery subscription, and switched over to the weekend delivery. I paid for the weekend service and should continue to get that service.I know the Times is having financial problems - there was an article on the web that they were laying off 74 employees due to financial hardship but this is NOT the way to get more money!I want my Saturday and Sunday delivery service to be reimplemented immediately, and have the Times send me a bill whenever I need to renew it.

  Business response

  06/15/2023

   

  Thank you for contacting the ********** Times.

  We sincerely apologize for any confusion regarding our billing process.
  Our records indicate that an escalation specialist spoke with ****************** on June 13., 2023, and explained the past-due balance, payment(s) received, and the coverage. Our records also show a payment was processed by ****************** on June 13, 2023, and the past-due balance was settled.
  
  We hope we have addressed all of your concerns.

   

   

  Regards,
  *************************
  Escalation Support Specialist
  ********** Times - Los Angeles Times / San ************Tribune
  
  
  

  Customer response

  06/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although their business tactics leave a lot to be desired, there is no other alternative to take.
  
  *************************************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 12th I reinstated my subscription with La times.I only signed up for Sunday delivery .My credit card was billed on May12. On that same day I received a couple of email confirmations .I was told by la Times rep that I would receive my digital and news paper on the 14th. Sunday 14 did not recv my paper. I called in and the La times rep could not find my acct. I explained to her that I had recently reinstated my subscription. She tried my address , phone # and address.only my old acct would show up in their system. She then said she would be happy to help me sign up for a new acct.I told her my credit card had been previously billed and that I already have an acct. After a few minutes of searching she was able to pull up my account .She stated she updated la times system and my new address was now on file.I told her I wanted to speak to a supervisor but she stated one was not available and that she would sent my account to another dept.So I receive an email later in that week stating issue was resolved and account was closed. Sunday May 21st again I did not receive my paper. So I called in and same thing .Again! They could not find me In the system.I explained the whole situation after a few minutes he was able to locate transaction.He stated that I was in the system but it had not been linked to my information or something like that.he said he updated the system and assured me that I would receive my new paper on the 28th. Sunday 28th again no delivery paper. I have called on 3 different occasions and spoken to 3 different reps and this still has not been resolved.My information has not been updated and I have not rcvd my paper. Either its La Times system or the reprs need additional training on the system.I would think a supervisor would need to be available at all times for any issues. When a customer asks for a supervisor once should be available.I should have rcvd a call or an email from a supervisor since I have asked for one and I continue to have this issues and it has not been resolved. My account was charge and I have not received my paper

  Business response

  06/13/2023

   

  Thank you for contcating the Los Angeles Times.

  We sincerely apologize for the experience you encountered with ***************** Please know that the issue will be addressed and corrected. 

  
  We spoke to ********************* on June 9, 2023, and she confirmed the delivery service had improved. We also explained the confusion with locating her account (we have her last name listed as her first name and vice versa). We provided her with the account number that she can use for future reference.
  
  We hope we have addressed all of your concerns, and thank you for supporting local journalism.
  
  Regards,
  *************************
  Escalation Support Specialist
  ********** Times - Los Angeles Times / San ************Tribune
  

  
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the last 12 months we have been missing delivered issues of the Los Angeles Times while the houses across the street are receiving theirs. Today while glancing out the front window about 8:45 AM, I observed a white stationwagonlike car go up the street delivering papers to the other side of the street. When they turned around above and came down the street, they did not throw us a paper. We have reported this many times to no avail.We have starting asking for credit, but really would prefer a daily paper.Hope you can help us.Thanks,*********************

  Business response

  04/14/2023

   

  Thank you for contacting the Los Angeles Times.
  
  We spoke to ***************** on April 13, 2023, and she confirmed the delivery service had improved.
  
  

   

   

  Regards,
  *************************
  Escalation Support Specialist
  ********** Times - Los Angeles Times / ********* Union-Tribune

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I never subscribed or used or opened any service to do with this company and they have been billing me $16.00 for over a year. I have demanded my money back and they say it's not their policy to refund money. I will take it up with my credit card company but shame on me for not noticing earlier but shame on them for scamming people and not refunding money when a service was never used. They are incredibly unprofessional and I hope that no one ever uses the online service for the Los Angeles Times - San *********** Tribune or has to come across an alleged **************** Escalation Specialist by the name of *********************, probably not his real name.

  Business response

  03/09/2023

  We're extremely sorry to hear that **************** believes that our company is in the business of "scamming" and would like the opportunity to state the facts of this case.

  As previously explained when *************** contacted our **************** team, a digital only subscription was started on November 20, 2022 via the Modal on our website. The name used on the subscription was ********************* with the email address ****************** and payment method added was an Amex card ending ****. As also explained, our subscriptions are continuous until cancellation is requested. It is a fair assumption to believe that if no cancellation request is received, the user is satisfied with the service and wishes to continue. We received no communication from **************** until February 9th, when she contacted us by email and indicated that she had never used the subscription. 

  If **************** is stating that that her information and credit card were fraudulently used to start this subscription, then she should definitely report this to her financial institution as previously suggested. We sincerely hope that **************** will be able to assist her with resolving this issue. 

  Thanks

   

   

   

   

   

   

   

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was previously an annual digital subscriber to the newspaper, but my credit card was stolen and while my old one was cancelled, I missed paying my bill. When I updated my billing information, on August 10, 2023, I was charged $97.76 for a 12 month digital subscription (invoice *******), to expire June 27, 2023. However, on the same day, I was also somehow subscribed for a $1 6 month promotional subscription on the same account (invoice *******). I contacted LA Times customer service and was told that subscription would be cancelled since I was already subscribed. Then, however, I was charged $16 for a 4 week subscription on February 8 (invoice ********). These are multiple subscriptions for a single account. I have contacted customer service by phone, chat and email, and they simply try to sell me yet another annual subscription. When the issue was escalated to a manager, they too tried to sell me another annual subscription.I have cancelled the 4 week subscription, but now my annual subscription does not show up on my account -- it shows that I am no longer subscribed, even though I have clearly paid.I want a refund for the redundant 4 week subscription, as I am already subscribed through June 2023, and I want my account reinstated through June 2023, which is what I paid for. I am a loyal subscriber and supporter of the newspaper, but this mess is making me reconsider that support.

  Business response

  02/17/2023

   

  We are sorry to hear that you are reconsidering your subscription to the LA Times.

  As you mentioned, the initial charge of $97.76 that was due on June 28, 2022, which wouldve paid your subscription through June 27, 2023, was declined by your bank, resulting in a past-due balance. Your subscription was canceled on July 25, 2022, due to non-payment.

  However, when you took advantage of our online $1 for six months promotion on August 10, 2022, and your billing information was updated, you were charged $1.00 for the online promotion and the past-due balance of $97.76. After further review, our records show you only owed a balance of $7.52 for June 28, 2022, to July 25, 2022.

  Our records indicate that on February 13, 2023, our escalation specialist informed you that a refund of $90.24 would be processed and mailed to the, **********. address that you provided.

  
  The $16.00 charge on February 8, 2023, has been issued back to the **** card ending in ****. Please allow 3 to 5 business days for this to reflect on your financial record. If you wish to re-subscribe, you may do so online at latimes.com.

  
  We hope that we have addressed your concerns, and we thank you for being a loyal subscriber.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In Dec 2022, I signed up for a promotion: one dollar for six months. I then received two sixteen dollar charges in January 2023. I cancelled my subscription after the first charge and contacted customer service, but did not receive a response before the second charge. I then contacted customer service and the rep told me that an old account was activated when I signed up for the dollar promotion, which I did not authorized He gave me confirmation number and told me that Id and email confirmation and refund receipts for both sixteen dollar charges within a few hours. I did not receive any confirmation emails or receipts and contacted LA times to ask why. Eventually I received one email saying that sixteen dollars had been refundedwhich is only half the amount I was overcharged. I contacted again. An escalation specialist responded to my request and many exchanges has both refused to make the refund and has also asked that I send my payment information, which feels suspect because I never signed up for these charges in the first place. They used the payment information that I provided for the one dollar charge to continuing charging methey ought to be able to use the same payment info to refund. Yes, its only sixteen dollars, but this the LA TimesI expect accuracy and honesty, not a marketing scam. Im reporting this problem not only because I owed a refund, but also in hopes that others will not be taken advantage of by the LA Times and/or their customer service reps. ********* is off and needs to addressed. The LA Times ought to be reporting scams, not operating them.

  Business response

  02/10/2023

  We are sorry to hear that you believe you are part of a marketing scam for taking advantage of our online $1 for six months promotional offer.
  

  As our escalation agent informed you, our records indicate that you took advantage of two online promotions. 

  
  The first digital-only promotional offer was started on July 4, 2022, with the email address: ********************.

  
   Our terms and conditions, agreed to at the point of sale, indicate that all subscriptions are continuous and would renew at the new rate after the promotional period ended. The promotional period on your subscription ended on January 2, 2023, and you were charged $16.00 every four weeks until it was canceled on January 31, 2023. 

  
  After further review, our records indicate on January 31, 2023, you contacted us via ******************** to dispute the charges. We were able to locate an account linked to the email address provided. A refund of $16.00 was issued for the charge on January 30, 2023, and the account was canceled.
  
  On December 23, 2022, you signed up for a second online promotional offer with the email address: ************************************ Our records show on January 4, 2023, you contacted us via *********************************** and requested to cancel; therefore, we canceled the account linked to the email address provided. 
  

  We hope that we have addressed your concerns, and we hope to serve you in the near future.
  

  
  

  Customer response

  02/10/2023

   
  Complaint: 19343113
  
  I am rejecting this response because:

  1. I do not have a record of accepting a promotional offer on July 4, 2022 and this is the first that anyone from LA Times has mentioned it to me. Bear in mind that I have spent hours on the phone with LA Time customer service and that I have been in communication by writing. 

  2. My first contact to customer service, through a link provided in an email sent by LA Times, was shortly after the first Jan 2023 16$ charge was ignored. I cancelled online and still received a charge later in Jan 2023. 

  3.After I noticed the second 16$ charge in Jan 2023, I contacted customer service by phone and was assured that my account was cancelled and that I would receive a refund for BOTH unauthorized 16$ charges made to my account in Jan 2023. 

  4. No escalation agent has informed you that you took advantage of two online promotions. The first customer service agent that I spoke by phone, the same agent who promised BOTH refunds said that an old account was triggered when I signed up for the promotion in Dec 2022. 
  
  5. Your terms and conditions were not mentioned to me until late in the process, after I had already been promised fulls refunds. 

  6. It appears you did refund the charge on January 30th, but that's not what this complaint is about. It's about the unauthorized 16$ charge in early January 2023 for which I was promised a refund. 

  7. Throughout this process, your customer service agents have lied to me, requested personal information, and have promised call backs that never came. 

  8. While I was on the phone with customer service on Feb 6, the ********************** charged my account for another 16$ and refunded it. This charge does not even match the explanation delivered by your customer service agents of inactive account being triggered to active and billed every four weeks, or of your explanation here that the Jan ************************************************** the summer (of which I do not have a record). Please note that I was not aware of the charge placed and refunded on Feb 6th as I was on the phone with LA Times being promised a call back (that I never received) when this happened. I believe that someone at The Times intentionally placed this charge. 

  8. Your dealings are unethical and I worry that others are being taken advantage of in similar ways and/or I worry that someone or a group of people inside the customer service department are intentionally confusing and gaslighting customers as a means of retrieving personal information for other purposes. 

  I demand a final $16.00 refund immediately and the assurance that any and all of the accounts mentioned here or otherwise are cancelled and will not be charged again.
  
  Sincerely,
  
  *********************

  Customer response

  02/15/2023

  Hello, 

   

  Unbelievably, I need to add another detail to this complaint. The LA Times charged my card againfor a third time, unauthorizedwhile I was on the phone with customer service yesterday. This is while trying to speak to someone about the charge that was not refunded, and after being assured that my accounts were canceled. It also fell outside of the billing cycle that they stated was my subscription (the subscription of which I was not aware that I purchased). 

   

  Please let me know if I need to file new complaints or if these items can be added to my current complaint number 19343113. 

   

  At this point, Im concerned that many other consumers may be harmed by this scheme and the unethical practices occurring within the customer service department at **********************.

   

  *********************

  
  

  Business response

  02/17/2023

   

  We're sorry that you are not satisfied with our resolution of this issue.

  
  The facts are-
  1. You voluntarily signed up for two separate digital promotions using two different email addresses.
  2. That you neglected to cancel prior to the expiration of the promotion. 

  
  However, since you were provided with conflicting information about which refunds you were eligible to receive, we have refunded the additional $16.00. Please allow 3 to 5 business days for this to reflect on your financial records.
  
  We sincerely hope we have addressed all your concerns.
  

  
  

*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. ↩