ComplaintsforFresno Bee

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fresno Bee is overcharging me after I already cancelled my subscription. I cancelled the paper and paid $2.99 for arrears. Now they are having a collection agency come after me for $16.68. This is unfair to ask me to pay for papers I did not receive after I already cancelled. I am 90 years old and I live on a fixed income. Please stop asking me for money that I should not be paying. After reading other reviews, this is a common practice by the Fresno Bee.

  Business response

  05/05/2022

  Thank you for contacting the Fresno Bee. The account for ****** ********* has a balance owed because the account was due for renewal on 1/28/2022 a renewal notice was sent out on 12/30/2021 subscriber only sent in a payment for the print bill fee on 2/9/2022. A second renewal went out on 2/14/2022 subscriber again only sent in the print bill fee. There is no record of any cancellation request the account continued in our grace period and was stopped on 3/10/2022 the balance owed on the account is $ 16.68. At this time as a one time courtesy we will waive the balance on the account no future adjustments will be made for this account. If you have any questions please call our customer service department at ###-###-####.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  on 9/28/2021 I called the Fresno Bee to cancel my subscription. The renewal date was 10/14/2021. The woman I spoke to asked several questions and wanted to update my account information, I complied, i.e. e-mail address, subscriber name (it was under my late husband).. etc. The updates were done. She kept me on the phone for several minutes offering me several discounts if I would continue the subscription/ declined all offers and she finally gave up and re-iterated that my subscription would cease effective 10/13/2021. I continued to receive papers after the cancelation date and attributed it to a lapse in communication between the Bee and the delivery person. All subscriptions I have dealt with automatically cease when payment for future periodicals are not paid in advance... the Bee bill gives no direction for canceling. On January 27,2022 I received a bill for $325.77. I immediately called and spoke to a customer service rep who said there were no notes in the system regarding a request to cancel.. but the updates were there. She explained that for long term subscribers the Bee continues service for 90 days. She told me she would send a request upstairs to have my bill written off. Last week I received a collection notice from A.R.M.,Inc. for the $325.77.

  Customer response

  03/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16**1967, and find that this resolution is satisfactory to me.

  I am quite satisfied with the resolution.  Thank you so much for your help and speedy responses.

  
  

  Business response

  03/16/2022

  Thank you for your message to The Fresno Bee. Our records show your account expired on 10/13/21. Since The Bee does not stop subscriptions automatically the paper continued on a grace period. The account was stopped 1/11/22. Prior to the expiration date, a renewal was mailed on 9/9/21. A second renewal was mailed on 10/25/21. All renewal notices state, the paper will continue unless The Bee is notified otherwise. As of today, 3/16/22, the account has been cleared with The Bee and ARM Solutions. Please allow 24-48 hours to have the account updated. This will also eliminate any further notifications from ARM.

  
  

  Please note, ARM Solutions is a non-reporting collection company. This will not appear on any credit report.
  

  
  

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

  
  

  Thank you

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled subscription with this company on January 9. Today I got a letter from a collection agency wanting money for my subscription. Why do they send me to collection after my paper was cancelled. I want an apology from this company as well as them telling collection agency that they are paid. I have excellent credit and if this hurts my credit I will be suing the Fresno Bee!

  Business response

  03/10/2022

  Thank you for your message to the Fresno Bee. Our records show your account has been cleared of any balance. We have notified ARM Solutions as well. Please note, ARM is a non-reporting collection company. This will not appear on your credit report. All notifications have been stopped.

  
  

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

  
  

  Thank you

  Customer response

  03/10/2022

   I am rejecting this response because: They have told me things like this before until I know for sure with something from the credit reporting bureau I will not close this case
  
  
  

  Business response

  03/10/2022

  Thank you for your reply. Please see letter attached.

  
  

  Thank you

• Initial Complaint

  02/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction: 24Dec2021 Amount Paid to Business: $302.55 Business Committed: 9Nov2021 To Cancel Auto-Debit Withdrawal / Confirmation Email Attached Nature of Dispute: As of 19Feb2022 My Account Has Not Been Refunded Has Business Attempted to Resolve: No Subscription Account #: ********  Please see attached .jpeg "The Bee Ltr" two previous phone calls to The Fresno Bee on 27Dec2021 and 19Jan2021. Also see attached .jpeg "Cert Mail Receipt" 8Feb2022 proof of delivery to Fresno Bee Finance Dept of the attached .jpeg "The Bee Ltr"

  Business response

  02/23/2022

  Thank you for contacting the Fresno Bee. At this time the refund request has been sent to finance for final approval before being released. The amount of the refund is $302.55  Please allow 7-10 business days for the refund to reflect on your bank account. If you have any questions  please call our customer service department at ###-###-####.

  
  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acct #FRS-********. After subscribing to Fresno Bee for 45 yrs, decided to cancel paper as info in it is a day or more late, and obits are useless (unless pay enormous price for detailed one). Plus, content has been reduced to such a small amount and only 6 days/week. I mistakenly called our carrier ***** and left a message to cancel subscription. We continued to receive paper and then rec'd. a 2nd Invoice on 9/22/2021 for period 9/02/21 - 12/02/21 for 13 wks at $119.31. Discovered that I should have called Bee's Cust. Serv. to cancel, so I did on 9/23/2021 and was told by ****** we owed $28.63. She asked if I wanted to pay it then and I said I'd wait for invoice; she then offered 1 month free, and then 13 wks for $54. Again, I asked for a new invoice; informed would take 2 - 3 wks for it (actually took 6 wks to arrive). Nov 9, 2021, rec'd inv saying "miss you - come back," with digital offer (no Internet) and note saying owed $32.57, which I paid via ck. and mailed on 11/10/2021. Nov. 22nd rec'd Acct Statement from A.R.M. Solutions (collection agent) for above amount. Called A.R.M. and paid via CR Card the $32.57, plus $6.95 fee, for total of $39.52. Funny how ck cleared on Nov 29, 2021. On Dec 2nd a paper showed up with a note from carrier ***** introducing himself. I called him, advised didn't restart paper and he said thought it was a new family (w/ same last name?). Called paper on Dec 3rd (**** ID #****) to cancel "unauthorized subscription" and stop delivery immediately. Dec. 15 rec'd renewal invoice; Dec 16 called Bee (Byran ID #337) advised previously cancelled on 9/23, 11/23 & 12/03/21 and requested issue refund for $39.52. Told him there's no subscription, don't bill us, told them 5 times to remove old e-mail address, advised agents don't want paper in any format but you don't seem to take NO for an answer, and I'd be filing complaint with BBB. Dec 20 rec'd Final Notice showing $35.57 due. Now Jan 25, 2022, and still no REFUND.

  Business response

  02/10/2022

  Than you for contacting the Fresno Bee. We are very sorry for the inconvenience that this has caused. We have looked at ******* ********* account, the payment that was made to A.R.M. on 11/23/2021 for $32.57, the check came back as A NSF payment. The owed amount on the account $32.57 was for delivery from 9/2/2021 through 9/27/2022. We do not show any other payments posted to the account. Due to the check payment did not go through, at this time we are unable to request for a refund of $32.57. If you have any questions please call our customer service department at *************

  Customer response

  02/11/2022

   I am rejecting this response becaause:
  
  Check #**** in the amount of $32.57, dated Nov. 10, 2021, was deposited/paid to The Fresno Bee by my Cr. Union on Nov. 29, 2021 (19 days after it was mailed).  Therefore, there was NO "nsf" (non-sufficient funds) check.  On Nov. 23, 2021, I received a Statement of Account from A.R.M. Solutions Inc. and paid them for the Fresno Bee account the sum of $32.57, plus a $6.95 fee, for a total of $39.52 via my credit card.  Upon receiving my Cr. card statement in Dec., I didn't recognize the "PNS*ARM SOLUTIONSCamarilloCA charge and called the Cr. Card company about it.  They said it was for "Professional/Accounting/Auditing/Bookkeeping service" and gave me the phone ####-###-####, which I called and got a "disconnect" recording.  I then called my Cr. Card company back and filed a fraud report.  I later realized the charge was legit and asked the Cr. Card company to stop the fraud investigation but was told it was already in process and to hold off paying acct. 'til received next statement.  My statement rec'd. in Jan. showed a Credit in the amount of $39.52; therefore, this matter appears to be resolved and no refund due at this time.  I verified with my Cr. Union yesterday, Feb. 10, 2022, that the aforementioned check was paid on Nov. 29, 2021, and requested a copy of the paid check.

  
  

  I would like something in writing from The Fresno Bee stating our subscription was cancelled (with the effective date listed), account has been paid in full, and no further action will be taken against us.

  
  

  On Feb. 4, 2022, we rec'd. a notice from The Fresno Bee offering a 91% Rate Reduction ($2.50/week for 13 weeks, Sunday — Friday, for a total of $35.10).  The notice stated, "As a former subscriber, you have been approved to receive a special home delivery subscription discount."  The offer expires Mar. 31, 2022.   I found this most interesting that The Bee had the audacity to send such a notice, considering I informed them when I cancelled our subscription that we would not be subscribing in any format ever again.  They must really be desperate for subscribers, I guess!!!   I'm sure if we were to accept their offer at the renewal time our invoice would show a renewal amount of well above $100.00 for 13 weeks.

  Business response

  02/17/2022

  Thank you for your message to the Fresno Bee. The account has been stopped and cleared to a zero balance. There should be no further notifications of any balance due. As for the special promotion you received in the mail, this is processed through our sales team. We will inform the sales team to remove your address from any further offers. As a business practice, our sales team will send out offers to our former subscribers for print or digital subscriptions. 

  
  

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

  
  

  Thank you

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cancellation of service. They have not provided any way to cancel a subscription through Apple ID. The service requires you to call and the call hangs up when you dial it.

  Business response

  01/17/2022

  Thank you for your message to The Fresno Bee. We do apologize for any confusion on the cancelation of your digital subscription. Since this was purchased through your Apple ID, you will need to cancel the payment through your Apple ID account. This is not paid directly to Fresno Bee's payment system. 

  
  

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

  
  

  Thank you

  Customer response

  01/18/2022

   I am rejecting this response because: After calling customer service to cancel, was disconnected. Only solution provided by Fresno Bee email support was to call Customer Service to cancel.

  
  

  
  
  
  

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 16, 2021, I subscribed to the Fresno Bee for delivery on Sundays and Thanksgiving Day. The subscription was for 13 weeks at the cost of $29.68. The money was debited from my account on that date. Delivery was to commence on Sunday, November 21st. I did not receive the paper on Sunday November 21st nor did I receive the paper on Thanksgiving Day. I phoned customer service on Thanksgiving Day and was advised that the carrier would be contacted and a paper would be delivered to my residence. I did not receive a paper. On Friday, November 16, 2021, I contacted customer service to cancel the subscription for failure of delivery and to request a refund. After speaking to a supervisor, I was advised that my account would be credited in 3 to 5 business days. On November 26, 2021, I called and spoke with a supervisor by the name of **** who assured me my account would be credited in 5 to 7 business days. I have placed numerous calls and have spoken with numerous supervisors who have assured me that my account would be credited. I have also sent numerous emails requesting that my account be credited to no avail. On December 27, 2021, I contacted ********* Publishing Company, the parent company of the Fresno Bee. I spoke with a representative by the name of **** who assured me that my account would be credited by December 31s. My account was not credited so I called again on January 3, 2022, and spoke with a supervisor by the name of **** who advised that she would put in another request. Tomorrow will be 7 weeks and my account has not been credited. I get the same story over and over again that my account will be credited the $29.68. We are going on two months.

  Business response

  01/04/2022

  Thank you for your message to The Fresno Bee. We are sorry to hear you cancelled due to delivery issues. The refund of $29.68 has been escalated to the Finance team. The credit will be refunded back to the Visa card this week. We do apologize for the delay.

  
  

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

  
  

  Thank you

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am ****** ******, son of ***** ******. I handle his bills for him since he is 100 years old. A couple of years ago, he wanted to stop receiving the Bee because he could no longer see well enough to read it. We tried to cancel, but they kept sending it. Eventually they turned the bill over to collection. I paid it under protest and asked that they please stop sending it. It stopped for several months, but then inexplicably it started coming again. I emailed several times and spoke with reps on the phone, explaining that we do not want the paper. Finally about a week ago it stopped coming, but yesterday he got a bill saying he owes $29.17 and threatening future collection attempts. Under no circumstance will I pay this bill which we do not owe. But I do not want his credit ruined. All we want is no further harassment from the Fresno Bee. Just leave us alone. His account is FRS ********

  Business response

  11/11/2021

  Thank you for contacting the Fresno Bee. The account for ***** * ****** ******** has been stopped on 10/27/2021 the balance on the account has been removed. A telemarketing call was received and the account was restarted on 9/16/2021 and stopped on 10/27/2021. The balance of $29.17 has been removed and no further calls or collections should be made regarding this account. ARMS is a non-reporting agency but the account has been cleared and they will not be contacting Mr. ***** ******. We apologize for any confusion regarding the account we have added to our do not call list for prevent future solicitation offers. If you have any questions please call our customer service department at ###-###-####

*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. ↩