ComplaintsforFresno Bee

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 28, 2024, I canceled my subscription with the Fresno Bee. I received a confirmation email from them that the cancelation was accepted. Then on June 29, 2024, they took the subscription fee of $30.99 from my account and they are refusing to refund the money to me.

  Business response

  07/11/2024

  Thank you for your message to the Fresno Bee.   The refund of $ ***** has been processed.  Please allow 3-5 business days to show on the customer's credit card statement. This will be processed back to the customer's **** Card.

  Thank you.

   

  Customer response

  07/12/2024

   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.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I subscribed to the Fresno Bee for 52 weeks on March 23, 2022. I renewed the following year for 52 weeks. The price was actually higher for 52 weeks than the 13 week rate x4. I chose it, because it had a subscription end date of one year, or March 22, 2024. That way, I believed that my rate was fixed and already paid for. They sent me a paper bill in January but I only got it out to pay now that it is March, time for renewal. I agreed to pay extra to get a paper bill. I noticed that they changed my ending date from March to ******** Online, it said my account was past due and I was in a "grace ******** The reason I paid for a paper bill, is that they send several emails a day. I would never notice if they sent me a particular communication in all that noise. I never received a paper notice that they increased the rates, and applied my payment to the increase, so my subscription ran out earlier. I protested and paid the past due balance, because I was still accumulating further (unjust) debt. I requested they honor the one-year subscription and credit my account with the "past due" amount, which was $80.84. Even if they do that, I think this business practice is shoddy and wonder if it is not illegal, since the bill very clearly states how long the subscription you are paying for is. I converted to a digital subscription due to the exorbitant rate increases. I am uploading my paper bill. The back has terms of service about rates changing when subscription is complete. I am also uploadiing an example of their terms of service, wherein it states the rates will change at the end of the subscription, at time of renewal, not in the middle of a fully paid subscription. These two statements due NOT indicate that they will charge you more in the middle of your subscription. Thank you for your assistance and thanks for being there!

  Business response

  03/11/2024

  Thank you for your message to The Fresno Bee. We have looked at ******************* subscription. The payment that posted to the account on 3/28/2023 covered for service from 2/8/2023 to 2/6/2024. The reason why the renewal date expiration date changed from February 7, 2024 to January 1, 2024 on the customers subscription, is due to we have a weekly supply chain charge of $0.39 that was implemented in 2022 this helps with transportation costs, and fees. If the supply chain charge is not added manually to the renewal payment then each week the expiration date can change. This is what caused customers subscription expiration date to change. The information regarding this charge is on page 2A of the newspaper daily and the back of each renewal notice. 

  
  We send out notifications *************************************************************************** by mail.  A notification was sent out on 12/14/2023 prior to next renewal period that the price was going up from $260.00 to $477.00 for 52 weeks for home delivery Sunday to Friday. The amount that was due $80.84 was for service from the expiration date 1/1/2024 to 3/10/2024. 

  
  We honored ******************* request on March 10, 2024 to restart the subscription effective on March 12, 2024 for an online subscription only and set up on ebilling. The payment made on March 10, 2024 will cover online service from March 12, 2024 to March 11, 2025. If you have any questions, please contact us at ************. Thank you
  

  
  

  Customer response

  03/11/2024

   I am rejecting this response because:
  If the new charge was implemented in 2022, then when I received a bill for 52 weeks of service in 2023, that charge should've been included in the total subscription price, so I knew upfront what I was paying. The terms of service that I submitted were very clear and we're on the bill. I shouldn't have to look at page 2 of the newspaper to see this unusual charge, I still find this practice for on fraudulent and if it weren't for my desire to have local news, I wouldn't even deal with this company ever again 
  
  

  Business response

  03/12/2024

  Thank you for your message. We appreciate your feedback. Please note, the account has been updated and the current expiration date shows 3/11/25. We apologize for any confusion or inconvenience. We are happy to hear you get your local news from fresnobee.com. 
  
  Please feel free to contact us at ************ or ***************************** if you have any questions or concerns.
  
  Thank you

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and I have subscribed to the Fresno Bee off and on for over 30 years. At our last renewal,10-29-2023, we decided not to renew and did not pay the renewal. After that date, I received several offers by email to restart our subscription at a lower rate but still did not want to renew. My online account showed service stopped. I no longer had access to the online paper and I no longer received the Sunday paper. I did not receive anything from the Fresno Bee except the offers until today. I received a notice from a collection agency for the amount of the renewal. I am under no contract with the Fresno Bee and there is no requirement to continue to renew. You cannot collect a debt that I have not incurred. I did not re-subscribe so I do not owe any amount to the Fresno Bee.

  Business response

  02/29/2024

  Thank you for your message to The Fresno Bee. We have looked at the account for ************************* and it was stopped on January 7, 2024 with a balance due of $91.06 for service from the expiration date October 29, 2023 to January 6,2024. Our records do not show a cancellation request being made prior to the renewal date of October 29, 2023. As per our Terms of service service an account does not stop automatically, we allow our subscribers time to remit payment or submit a cancellation request. We bill 30 days in advance of a renewal date so that any changes or requests can be made prior to the next billing.  As of today, February 29, 2024 we have put customers account to a $0.00 balance owed and closed with the ****************** If you have any questions you can contact our customer service department at ************. Customer can find our Terms of Service on the 2nd page of any renewal notice that was sent to them. Also on our homepage at **************************************.
  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Delivery guy cant seem to manage to throw the paper onto the porch, getting it wet even though its covered, as it was today. Certainly not the first time hes done this. Plastic cover doesnt work well in a puddle of water. At **** a copy, you should insist that your delivery guy do his best to avoid getting the paper wet!

  Business response

  02/01/2024

  Thank you for contacting the Fresno Bee. The account for ********************* has received credit for the wet paper reported on 2/1/2024. We will be working to ensure the paper is wrapped in a double bag. A request to have the paper delivered to the porch was submitted but can not be guaranteed. We will do our very best to ensure delivery in timely, consistent and the paper is not wet or damaged. We apologize for the inconvenience. You can view your paper with your digital access as early as 5am each day. If you have any further questions please call our customer service department at ************.

   

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted the Fresno Bee on behalf of my parents to get a new subscription rate and renew a subscription they cancelled when the Bee increased their rate. I was told that to renew that I would get a discounted rate but still a 22% increase. But, they also were going to charge me an additional $4.99 at the end of my 13 week subscription timeframe for a premium newspaper (so adds/coupons). I told the my parents didn't want this and it would be a burden on my aging parents to remember to call at before the new subscription period to cancel the Premium and not get an additional charge. The said they have no other subscription process that I would have to accept this term or not get the paper. Then I was told they would charge my parents an additional $4.99 for having the paper bill rather than doing it digitally. I asked that they waive this and the premium but they said they could not do this. The off shore call center only has one subscription and no way to make exceptions for the anyone (elderly/customer for 40 years). If they did not comply, they would not get a paper. My father is blind and my mother is aging and does not use a computer. they will only do paper billing but It is ridiculous to charge $5 for this. I asked for this to be waived and they said there is no way to do this. I also asked for a subscription excluding the premium, and they won't do this either. I am simply asking for them to not put the anyone and especially the elderly through the premium subscription process. It's ridiculous. When I order a subscription for one thing, I do not want a company adding an additional item when I did not ask for it. I should not have to call and cancel it at the end of my subscription when I never ordered it in the first place.

  Business response

  09/15/2023

  Thank you for contacting the Fresno Bee. The account for *********************** is scheduled to start on 9/17/2023. Since the account was set up for e-billing there was no a charge for the print bill fee. Premium days are included in the price of your newspaper and we do not have the option of opting out. They are special editions with extra content and value throughout the year. Our subscription do not stop automatically we allow a grace ****** to all our subscribers which allows them time to process a payment or contact us to cancel service. We do bill in advance so that there will be time for any changes. We understand that things come up so we allow this time so that your paper delivery does not get interrupted. If you have any further questions please contact the customer service department at ************.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I emailed the customer service email address to cancel my subscription on June 2nd. I got an automatic response back. Then I was charged for the July subscription ($61.03 today, July 3rd). I contacted customer service again by email (no response). I used the chat feature and they refused to refund me or cancel my subscription. I attempted to call the 800 number but it says it is disconnected.

  Business response

  07/04/2023

  Thank you for your message to The Fresno Bee. We are sorry to hear your request was not handled and resolved 6/2/23. We will get this corrected. Your account is set to stop immediately and we have requested a refund of $61.03 to be credited back to your card. Please note, we tested the 800 number and it is working. Please see the number below for customer service.

  Please feel free to contact us at ************ or [email protected] if you have any further questions or concerns.

  Thank you

  Customer response

  07/05/2023

  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.

• Initial Complaint

  05/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  our paper was not delivered three times this week, we don't get a paper on saturday so half the week, the paper was not delivered. Do not have the delivery persons phone number, we are on a dead end street without traffic. Just was not delivered. We want the name of the delivery person and phone number and our money back for half the week. My husband is lost without his paper and now I have to drive 16 miles to sanger to buy him one. He is worth it but I don't think the Fresno bee is worth it (more like a flyer than a paper)

  Business response

  05/30/2023

  Thank you for contacting the Fresno Bee. We have looked at the account for **** ******** ** we do not show any calls being made to our customer service department at 800-877-3400 to report any papers not being delivered. The automated system is always available and during our normal business hours you can speak directly to a customer service agent. At this time we have reached out to the coordinator for this area to ensure the delivery issue is resolved. We are asking for the carrier to leave their direct name and number with the next delivery. It is vital to report missed papers so that our delivery team is made aware of an issue. One of our customer service specialists will be following up with you to ensure this is resolved. Please remember to contact our customer service department at 800-877-3400 or email [email protected]

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called in cancelled delivery of the paper on 2/20/23. They had told me this cancellation date because "they could not cancel my paper in the middle of the billing period." The Fresno Bee collected an additional payment the next day from me stating that I did not cancel the paper in time though they told me to call on 2/20/23. They, also, stated it was their policy to continue to deliver the paper even though I had cancelled the paper. They stated I had to continue to receive the paper for an additional month because they had collected an additional payment from me and had refused to return the additional payment they collected. They stated it was their policy. At the end of the month, they delivered almost an additional week of papers. I received a bill a week ago which stated I owed $6.21. When I called ask them whey I was receiving the bill, they stated was for delivery of the papers which I had not requested. They stated it was their policy. On the bill it states that if I don't pay the bill I will be sent to collections. On the back of the bill, it states a condition of purchase that I would be consenting to purchase of a new subscription of the Fresno Bee. When I try to talk with the "Fresno Bee" I keep speaking with representatives who are all out of the State of California and keep telling me that I never cancelled my paper. The customer care number goes to ************ ** * ** *** ***** ******* ** ******

  Business response

  04/06/2023

  We apologize for this inconvenience.   The balance of $ 6.21 has been cleared from the customer's account.

  
  

  Thank you,

  
  

  Customer response

  04/06/2023

   I am rejecting this response because: I asked for the account to be closed on 2/20/23. The Fresno Bee refused to stop delivering the paper and continued to deliver the paper, then charged for an additional month. I should receive money back for the month (March), also.
  
  
  

  Business response

  04/06/2023

  Thank you for contacting the Fresno Bee. The account for ******** Siipola  we have sent a request to finance to process a refund of the last payment on that was drafted on 2/20/2023 for $223.56 please allow 7- 10 business days for the refund to be processed back to the original form of payment. If you have any question please contact our customer service department at ************. We apologize for any confusion and inconvenience. 

  Customer response

  04/06/2023

  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.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I subscribed to the Fresno Bee online service. After a few months I cancelled my account and removed my payment method from the account. The Fresno Bee then tried to charge my card twice, I got an email saying the payment failed which was expected and I disregarded it. Fast forward to today I am getting communications from a debt collector over $34 that was charged after I stopped the account which Fresno Bee advertises can be "cancelled at anytime". The Fresno Bee did not contact me first in any way before sending my information to a debt collector which is disingenuous and potentially harmful to my credit.

  Business response

  02/22/2023

  Thank you for contacting the Fresno Bee. Our records indicate the account for ******** ***** started on 6/23/2022  set up on an automatic withdrawal plan the payment on 10/19 did not process and access was continued until 12/31/2022. We do not show any cancellation request being sent to discontinue service. Access remained available until 12/31/2022. At this time the account has been cleared of the balance owed on the account we are contacting the **** Solutions company to remove the account from their records. They are a non-reporting agency. If you have any questions please contact our customer service department at ************* All cancellation requests are processed through the customer service department through phone or email per our terms of service. 

  Customer response

  02/22/2023

  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.

  The business resolved the issue by clearing the “overdue” amount. 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  the party who delivers the fresno bee also delivers the *** i did not get my *** for last jan 29th sunday paper i have left a message starting last sunday thru today and the distributor is refusing to do same they also do not call you back all i want them to do is resend the sunday *** the jan 29th addition simple as that there is no reason not to they have done so in the past but for some reason they are refusing to do it this time the fresno bee needs to be aware of what this party is doing ignoring one of their customers all i want is for the distributor to deliver the issue in question

  Business response

  02/02/2023

  Thank you for contacting the Fresno Bee. The account for ******* ******** as we looked at the account our records do not show a complaint called in for the missed *** paper for January 29, 2023. Your complaint states you reached out to the distributor in an attempt to get redelivery of this paper. We apologize that this has not been taken care of. We do recommend that you always contact our customer service team or the *** directly to file a complaint so that we will have record of it. Our team has reached out to the coordinator of this area to see if they still have the January 29th paper on hand we are requesting redelivery if one is available. Once the coordinator can confirm we have one and that it will be delivered a representative will contact you directly. We apologize for any inconvenience. We are providing the phone number for our customer service department ************ also the contact number for *** is 8************

  Customer response

  02/02/2023

  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.

*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. ↩