ComplaintsforFresno Bee

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On November 20th, I noticed a pending charge of $47.53. I contacted my bank and was told I needed to contact the Fresno bee. I then contacted the Fresno Bee the following day and cancelled my subscription. That day was the last day that I received the newspaper. I was told that an email would be sent to the Finance Department to issue a refund. I was told it would take 10-14 business days to get the refund. I have since then contacted them on several occasions to inquire about the refund and I have gotten the refund. The last two times I asked to speak to a supervisor and the supervisor tells me that they will expedite an email request for a refund. This last time the supervisor keep telling me that they would give me the subscription for two months because that the Fresno bee does not give refunds. So basically the Fresno Bee stole my money. I do not want the service, the service was not given but they have my money. I just want my money back.

  Business response

  01/11/2023

  Thank you for your message to The Fresno Bee. Our records show your account was on an automatic payment plan every month. The account was charged 11/23/22 for the next month 11/21/22-12/21/22. Since, The Bee does not stop subscriptions automatically, the account continued until we received a call to stop the account on 11/25/22. Unfortunately, the charge was processed prior to the stop. There are several notes on the account indicating you requested a refund. As of today, a refund of $47.53 has been requested. The refund will be credited back to the card that was on file. We do apologize for the inconvenience.

  
  

  Please feel free to contact me at ************ or ***************@fresnobee.com if you have any further questions or concerns.

  
  

  Thank you

  Customer response

  01/11/2023

  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

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In September of 2022 I cancelled my subscription with this newspaper. I told them I did not want any free subscriptions just want it cancelled. I had to go to the bank to keep them from taking money out of my account because I cancelled. I kept calling to tell them I didn’t want the paper and it kept coming. Now I have a bill for $98.87 telling me they want payment to prevent collection attempts. I am a senior citizen that lives on fixed income social security I don't have that kind of money for a newspaper that I have cancelled.

  Business response

  01/04/2023

  Thank you for your message to The Fresno Bee. Our records show was started on 7/7/20. It was set up on an automatic payment every month. On 9/8/22, the card information was removed from your account per your request. At the same time, a four week credit was added to your account per the customer service rep. This credit extended your subscription to 11/1/22. Since we did not hear from you until 12/16/22, the account continued, which generated the balance of $98.87. We do apologize if it was not clearly stated that you needed to call in to cancel. All subscription continue unless we are notified otherwise. At this time, we understand you did not want to continue the delivery. As of today 1/4/23, your account has been cleared to a 0 balance.

  
  

  Please disregard any final notices or phone calls. The account has been cleared.
  

  
  

  Please feel free to contact us at ************ or ***************@fresnobee.com if you have any further questions or concerns.

  
  

  Thank you

  Business response

  01/04/2023

  Thank you for your message to The Fresno Bee. Our records show was started on 7/7/20. It was set up on an automatic payment every month. On 9/8/22, the card information was removed from your account per your request. At the same time, a four week credit was added to your account per the customer service rep. This credit extended your subscription to 11/1/22. Since we did not hear from you until 12/16/22, the account continued, which generated the balance of $98.87. We do apologize if it was not clearly stated that you needed to call in to cancel. All subscription continue unless we are notified otherwise. At this time, we understand you did not want to continue the delivery. As of today 1/4/23, your account has been cleared to a 0 balance.

  
  

  Please disregard any final notices or phone calls. The account has been cleared.
  

  
  

  Please feel free to contact us at ************ or ***************@fresnobee.com if you have any further questions or concerns.

  
  

  Thank you

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have a digital subscription that is billed YEARLY around this time. On 11/26/22 we received an email that our renewal was coming up and that the rate was $4.17 (copy of email attached.) We decided to keep the subscription. We were certainly surprised to see a charge of $49.99 to our credit card today! They make it so you can’t do anything online to your account other than change your password, so I called right away. I asked why there was a discrepancy between the email and the actual charge. No satisfactory answer was given. After going round and round (because that’s what their outsourced “customer service” reps are trained to do), we decided to cancel as it is not in our budget to pay $50 a year for a digital subscription, not to mention that that’s not what we expected to pay according to the email they sent in October. ****** tried to tell me it was non-refundable. Even the email says at the bottom that you can cancel at any time. I asked to speak with a Supervisor, and Sophia also tried to tell me it was non-refundable. This is a serious issue, especially when they are sending out misleading renewal emails. If they can’t honor their email and do the yearly subscription for $4.17, then we expect the cancellation to go through. I would like the cancellation, a refund, and for our personal information to be removed from their system after the refund is processed. We don’t want solicitations or our personal information sold to anyone.

  Business response

  12/06/2022

  Thank you for contacting the Fresno Bee. The account for ******* B has been cancelled effective 12/6/2022 The automatic payment information has been removed from the account so no further charges will be drafted. Our records indicate the renewal rate as $49.99. At this time we were unable to view the attachment sent with this complaint. The request for a refund has been sent to our finance department the refund can take 7-10 business days to fully process back to the credit card used. We apologize for any confusion regarding the renewal price. If you have any questions please contact our customer service department at ###-###-####. 

  Customer response

  12/07/2022

  I cannot accept this response until the credit card credit shows up.  I am glad to see that the account was cancelled effective 12/6/22.  As a reminder, we were Yearly subscribers.  Since the Fresno Bee rep says that they cannot view the email images, I have scanned their email from October 26, 2022.  Please note that the key line in this email says, "...and your renewal will be $4.17."  Also note that at the bottom of the email  it says, "You may cancel your subscription at any time..."  The Fresno Bee rep I talked to on the phone on 12/5/22 said that the account couldn't be cancelled effective until 2023.  We will no longer support a business that conducts their business in such a misleading and untruthful way and will share our experience with others.  I will only accept their response once the credit card reversal shows up on our cc account.
  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  8/23/2022, I called the Fresno Bee to cancel my subscription. The woman I spoke to said it would be taken care of and there would be no more charges to my credit card. She said the paper would continue for the remaining subscription period. The paper hasn't stopped yet. I thought that they just haven't communicated with the carrier. I received my credit card statement and it was billed again for 63.95 on 9/11/2022. I called today (10/11/2022) to find out why they are still billing my credit card and found out that they billed again 10/10/2022 for 80.00. I spoke to a Miko and he said they don't refund and that there was no note showing that I cancelled on 8/23/2022. I want them to refund those payments and to stop delivering. All he kept saying was he could give me a better deal than I had.

  Business response

  10/12/2022

  Thank you for your message to The Fresno Bee. We are sorry to hear your account was not handled correctly. We do show the account was stopped 10/13/22. Since the account was on the automatic payment option and we bill in advance, it appears the renewal charge for $80.29 was processed the same day you called, 10/11/22. At this time, a request for the refund has been sent to our Finance team. The full refund will be credited back to the card. Please allow 3-5 business days to see the credit.

  
  

  Please feel free to contact us at ************ or ***************@fresnobee.com if you have any further questions or concerns.

  
  

  Thank you

• Initial Complaint

  09/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Electronic check in the amount of $260.40 to renew our subscription for one year was cashed by Fresno Bee on 6-27-22. They claimed they hadn't received payment and stopped our paper delivery. My wife sent an email on 8-22-22 with our bank statement showing the Fresno Bee had cashed the check. Called customer service several times, they still said they hadn't paid. Sent another email on 8-26-22 with the bank statement and a tracer showing the check had been cashed by the Fresno Bee. Called customer service several more times. I have been a customer of this newspaper since 1972. They have now canceled our subscription, and failed to issue a refund.

  Business response

  09/26/2022

  Thank you for contacting the Fresno Bee. The account for ***** ***** was stopped on August 20, 2022. We received a copy of the bank statement that was sent to our customer service department we are currently working with our finance department to locate the payment of $260.40 that was sent through online bill pay. Our VIP team has been assigned to work with finance and ***** ***** to locate the payment. The team will be reaching out ***** ***** directly to get this matter resolved. A refund can not be issue for a payment we are not finding in our system on this account. We apologize for the delay and will work to get this resolve for ***** ***** as soon as possible. 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Several years ago I let the Fresno Bee take payment through auto pay. I was not getting the paper but I was still being billed for it. I spoke with a supervisor and they told me they would not bill me for the next couple of months and that they would make sure that they would deliver the paper. I have contacted the Fresno Bee many times and have spoken with different representatives assuring me that they would wave the fees for not receiving the newspaper. Not only do I not receive the paper, they continue to charge me every single month. I had to cancel my card and now they are sending me a bill for not being able to charge my card. This is causing me a lot of health issues and distress.

  Business response

  09/16/2022

  Thank you for contacting the Fresno Bee. The account for ***** ********* the account can be changed to digital only this area has been undeliverable for print for some time now. If you would like to change to digital only we can certainly update the account and apply credit for all the missed papers. If you would like to stop the account we can process a refund for your account the total amount would be $23.94 the last payment on July 21st was cancelled the refund would be for the payment processed on 12/17  $23.94.  Once a response is received we can get this resolved. We apologize that no communication was received regarding the switch in this area from print to digital only. Please call our customer service department at ************ if you have any questions. 

  
  

  Customer response

  09/26/2022

   I am rejecting this response because:
  
  

  My complaint was taking money out of my autopay but not receiving the newspaper. I called every Sunday and they were lying that they would have someone bring me the newspaper and that did not happen. I made 100 calls. NO one returned my call. I did call to several people who work there and I have their names and they all said they would have distribution drive it out to my address. In the meantime about 3 weeks ago my bank called me and they said Jan the Fresno Bee has auto paid themselves again for their newspapers. Have you received them I said no. SO they called me into the bank, I had to sign paper work stating I was going to sue them for taking money. When I called the other say and she swore she was going to mail my paper she said oh we’ve been busy. I told them I was not putting up with them anymore.  They promised to give me two months of free newspapers delivered to me from the mailman.

  
  

  Business response

  10/05/2022

  Thank you for contacting the Fresno Bee. The account for ***** ********* has ben set up to be a mail subscription effective 9/25/2022 an adjustment was done to pay the account until 1/1/2023. A refund check was sent out on 9/21/2022 in the amount of $23.94 previous payments were cancelled this amount is the only refund owed to ***** *********. As of today we have no received any complaints that the paper has not arrived by mail since we no longer have a carrier delivery for her area. If you have any questions please call our customer service department at 1-************.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have received a collection notice from the Fresno Bee for 85.51. I canceled the paper on 5/28/2022 with a confirmation number from the operator ********* I paid my balance at the time I canceled the paper. My father had passed away and the paper was delivered to his address. I noticed the kept delivering even when I called and told them it was canceled. I received several phone calls after canceling saying that I still owed and they showed no record of cancellation. The home was sold so there would be no reason for us to keep the paper. I can’t seem to resolve this issue with the billing department. For some reason they don’t take no when you don’t want the paper

  Business response

  08/09/2022

  Thank you for contacting the Fresno Bee. We show the account for ******** ****** was stopped on 6/14/2022 for non-renewal. The last payment on the account was on 4/11/2022 in the amount of $38.01 we do not show a cancellation request on 5/28/2022 as stated in the complaint. We also do not show any notes on the account for calls that the paper was still arriving. At this time we have waived the balance owed on the account and closed the account in ARMS which is a non reporting agency. Any future service will be prepaid only. If you have any questions please contact our customer service department at *************

  Customer response

  08/09/2022

  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

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received renewal notice dated 11/16/21. I paid for 52 weeks on 12/14/21 in the amount of $205.85 plus $2.99 Print ************ for a total of $208.85. This paid my subscription for the period 12/21/21 to 12/20/22. Copy of Renewal Notice attached.Received renewal notice dated 7/12/22. This is for the period 8/16/22 to 8/15/23. My paid subscription to 12/20/22 was discounted by approximately four (4) months. Copy of Incorrect Renewal Notice attached.I have called three (3) times with no explanation, except that The Fresno Bee started charging a fee (I believe she stated it was 39 cents per week) and my subscription was reduced by this new charge. If the 39-cent charge is correct, for the entire year (52 weeks x $.39) charge would be $20.28. The Fresno Bee reduced my paid subscription by over four (4) months. I paid $17.15 per month, so they reduced my prepayment by approximately $68.60. There new billing rate is $215.58 is $9.73 over my last billing. Nothing agrees or makes any sense. I only want what I paid for. This extra charge of $.39 does not appear proper, but I would be willing to pay it. The Fresno Bee is attempting to steal over four (4) months of paid subscription.

  Business response

  08/04/2022

  Thank you for contacting the Fresno Bee. The account for ************************* a renewal notice went out on 11/16/2021 for the upcoming renewal which would pay until 12/20/2022. The payment was received on 12/14/2021 in the amount of $208.84. On 1/22/2021 a payment cancellation was received through the finance department for a payment that was initially processed on 11/28/2020 in the amount of $73.17 for a balance owed at that time. Since the payment of $73.17 was cancelled this resulted in a balance of  $73.17 on the account which in turned shortened the renewal date of 12/20/2022 to 8/3/2022.  If you have any questions or concerns please contact our customer service department at ************** or email ******************************************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on May 25 2022 I cancelled my subscription with this news paper On May 26 they took 176.41 out of my bank First of all I would of never gave them permission to take that kind of money out of my bank I am a senior citizen that lives on fixed income social security I don't have that kind of money for a news paper that I receive once a week I was told my call cancelled the paper and there would be NO charges On looking at my bank account they did take the money I have tried numerous times to get this resolved all I want is my money returned to my bank or refund to me Each person I talk to says it will take time I was told 2 weeks well it is July 8th and still NO refund and I'm getting NO paper which is fine because I cancelled it but they seem to think seniors in this day and time have lots of money they hadNO problem taking my money the next day Please help me get my money refunded I hope you have better luck talking to someone who can help They seem to pass the buck no one knows anything That 176.41 might as well be thousands of dollars to me Thank You Daniel Vargas

  Business response

  07/11/2022

  Thank you for contacting the Fresno Bee. The account for Daniel Vargas was stopped on 5/29/2022. Subscriber should have received notification of the price change for the month of May 30 days prior to the draft. Our Terms of Service state cancellation requests will be processed the next renewal date we do not prorate refunds so any refund request does have to go through an approval process. At this time the finance manager has received the approval for the refund it will be released back to the credit card on file ending in **2382 this week. A vip agent will contact Daniel Vargas by email to [email protected] once the refund has been released. If you have any questions please contact our customer service department at ###-###-####.

  
  

  
  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am unable to reach the Fresno Bee subscription dept. or manage our digital subscription anywhere. If you log into your account online, there is extremely limited information. You can see the type of subscription, but not the length of time or our billing information. As such, one is unable to change or cancel a sub. An email was sent to [email protected] on 4/30/22 to inquire about our account; no response has been received. If you try to use their phone automated system, the system can’t find our subscription. (It asks to find your sub by providing your street address.) When I last called in the afternoon on 5/13/22 and followed prompts to reach a person, the system said it couldn’t take our call at that time and to try again later. How is one supposed to know the status of an account? Customers should have a way to access the details of their account. We originally subscribed in December of 2020. We were charged 3x the original sub amount in December 2021. There was no reminder that a renewal was upcoming nor was this viewable online. They don’t even send confirmation emails or postal mail communication when you subscribe or renew online. I want to be contacted by the business to know if our account set to auto-renew again and when. If it is, I want to be able to turn this feature on and off. I want to know how much the next renewal might be. Ultimately, it would be better they make themselves contactable and update their online account system so customers can actually see more and do more online. Otherwise, we will not be renewing again. Their current poor way of doing business is unacceptable. Account 81***075

  Business response

  05/17/2022

  Thank you for contacting the Fresno Bee. The account for ******* ******** is due to renew on 12/3/2022 the customer service agent Penelope responded to the email from ******* ******** on 5/1/2022. You can log in to your account with your email address and password and view your subscription details. The account is set up for automatic renewal. You can make changes to your account once you are logged in. The subscription for ******* ******** is set up for automatic renewal payments. Our vip team will be reaching out to ******* ******** to answer any further questions. 

  Customer response

  05/17/2022

   I am rejecting this response because:
  I have searched my emails, and there is NO response from Penelope or the Fresno Bee or [email protected].  I can log into our online account, however there is no helpful information there.  From 5/13 screenshots, I will attach what I see on the Account Overview page and the Account Profile page.  None of it is editable, other than the password, when logged in.  As you can see nothing shows up under the Billing Information and yet I know they have our credit card, because they billed and credited it in early December 2021.  There is no mention of the length of time of the sub, how much $ the sub is, or when it’s set to bill again.  There is no option to add, change out, or delete billing information.  If the account is set up to Auto-renew I want the option to turn it Off.  Right now I can’t do anything online.  

  
  

  Business response

  05/18/2022

  Thank you for your feedback. We have attached the response that was emailed on 5/1/22. It is possible it could have gone into your Spam folder. The email also provides our contact information. As stated in the previous message, the account is paid until 12/3/22 and the card on file is a Visa card ending in 4451. If there is any change in the rate, you will be notified 30 days prior to charging your card for the next renewal.

  
  

  Please feel free to contact us by phone or by email if you have any further questions or concerns.
  

  
  

  Thank you

*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. ↩