ComplaintsforThe San Diego Union-Tribune
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Complaint Details
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Initial Complaint
08/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Ive been cut off from access my (already) paid annual subscription to the San Diego Union Tribune via their app unless I agree to let them share information about [me] you. They do not give any explanation as to what information or why. Until I agree to let them share information about me I cannot get my paper via their app on my phone or iPad. This has to be a very recent change because I have been accessing my paper via this app for over 3 years and just renewed in January 2024. It worked until now (August.)Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been a print subscriber at my current address since 2020. There are no barriers to delivering at this address, it's not a gated community. It's a single family home clearly marked with the address. In March of 2024, I stopped receiving my Sunday through Thursday paper deliveries. I have called weekly to request redelivery and report not receiving my paper. I am assured each time my complaint is being "escalated." My paper continues not to be delivered. They refuse to refund or cancel the subscription they fail to deliver. I want delivery or a refund.Initial Complaint
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I never read newspapers. I subscribed because people in my school needed help and helped me reimburse the subscription fee. After that, I sent multiple emails asking to cancel my subscription, but no one ever responded to me. I have never received any information on the website or email about the $5.95 fee for the premium version. But a few days ago they charged me the fee without any advance notice. And I was notified that I had to pay the money a week after the billing data. At the same time, there is no online payment setting, and you must fill in your bank card information or use a check. It makes me doubt the intention. What makes me angry is that consumers are not notified of these hidden costs in advance, and the unsubscription instructions on the website are very vague and difficult to use, so I have to contact customer service. But in fact no one responded to my email! ! At the same time, my delivery address was never the address I filled in but an address in ************************** that I didnt recognize! ! Very poor experience! ! I only accept cancellations of this order, I do not accept these charges.Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
April 7 2024 I subscribed to the Union Tribune for Sunday delivery. I still have not receive any newspapers although I have called to complain. I was assured they would fix the problem. After this past Sunday with another non-delivery, I called to cancel the subscription. I was told it is against their policy to give refunds.Initial Complaint
05/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I subscribe to the union tribune Sunday only delivery on March 16, 2024. We have only received one paper that was delivered on March 24, 2024. I have made numerous phone calls and theyve always promised that they would extend my subscription by another week. This is unacceptable and I want my money back.Business response
05/08/2024
The money is being refunded back to the card, but I just spoke with ******************* and offered to resolve the service by providing the next 3 weeks of service on us.
I will be monitoring her service in the weeks to come.
Customer response
05/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
02/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I cannot get a bill mailed regularly. My rate changes frequently and without notice. When I call customer service I get lots of apologies, poor explanations, and zero help. I have great difficulty understanding the folk who have been outsourced to cover customer service.Initial Complaint
01/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 2, 2024 I was autocharged $55.44 for my usual 8 week digital subscription, an increase of nearly 100%. From $31.50. There was no notice of this. I called their department and was offered a refund and a 6 month offer of $17.84 for each 8 week period. I have not been credited anything on my credit card even after calling about 10 times. I cannot talk to anybody about this except the telephone operators in India who cannot make this refund happen. I am skeptical anything will happen. I do not wish to do business with a company who has the ability to take money from me at unexplained and ridiculous rates. They seem quick to take and unwilling to repay.Initial Complaint
01/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have contacted the San Diego Union Tribune customer service many, many times about not receiving consistent delivery service even though I have paid for such service. This is not a delivery driver issue. This is an issue with the service I am getting from Customer Service. Customer Service assures me each time that the problem has been solved, but it has not. I have asked to speak to supervisors, who also tell me the problem has been solved, but it never has. Once again, I did not receive a newspaper on January 8, 2014. Once again I called and had to give my credit card, which I have given numerous times. I really don’t know what to do. I can’t reach anyone who can help me at the local office. I have paid for a service and I am not getting that service nor am I receiving any true help.Initial Complaint
09/24/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Someone is delivering Sunday Tribune paper on our driveway for the last 3 weeks. I am not a customer and have not signed up for it. I called their office and complained the customer service twice. I asked them to stop delivery. On September 17 and 24 They agreed to cancel delivery. But still the paper has been delivered. I am not responsible for any payments.Business response
09/25/2023
Hello, I have reached out to Mr./**************** by phone and left a message at 3:43 PM, 9/25/2023. I am currently waiting for a response, thank you.Customer response
09/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I tried three times calling the person who left a VM but everytime no one answered and left a VM. But haven't heard back yet.
Regards,
***************************
Initial Complaint
09/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
The newspaper has charged me $237.7 through an automatic payment without an itemization or explanation of the charges. When I called **************** and spoke to **** she claimed the bank denied my card for the July payment. When I look at the July statement it shows the normal $92 monthly subscription plus $42.68 entitled Current Plan changes. She couldn't explain what that charge was. I asked for her supervisor but none ever came to the line. Then she claimed they had tried to call and left messages and then she said there wasn't a voice mail option. I never received any call from them. I sent a letter off of complaint and received a case #******** and an expected response time of 2 business days. I have not yet received a response. I am owed $55.00 and an apology but I will accept a credit back of $55.00 I had difficulty uploading their bills and correspondence. Thank you.Business response
09/19/2023
We sincerely apologize for any confusion regarding our billing process. Please know that we are currently reviewing our billing notices for possible modifications based on the feedback weve received from our subscribers.
The experience you encountered with **************** will be addressed and corrected.Heres a breakdown of the recent activity on your account:
-Your account was scheduled for renewal on July 7th
-We attempted to collect a $92.00 renewal fee (This payment would have paid your subscription to August 6, 2023); however, the **** card declined on July 12th (please contact your financial institution for confirmation).
-The $42.68 New subscription charge would have covered your subscription from August 8th to August 19, 2023
-Our records indicate that your payment information was updated on August 22nd
-On September 4th, a payment of $237.77 was collected, which covered your subscription from July 7, 2023, to September 18, 2023 (10 weeks and 3 days) at the rate of $23.00 a week.
To reiterate, your account is currently paid to September 18, 2023, confirmed by the breakdown provided above. That being said, Im sure youll agree that your request for a credit of $55.00 is not justified.
Again, we apologize for the inconvenience this has caused, and we hope we have addressed all of your concerns.Regards,
*************************
Escalation Support Specialist
********** Times - *********** Times / San Diego Union-TribuneCustomer response
09/20/2023
I just spoke with San Diego County Credit Union and asked them about the July payment to The ** Tribune. The Tribune claims the credit union denied my card but then miraculously it now works for them and they have paid themselves $237.77 which pays the account to Oct 17, 2023. The credit union never received a request from the Tribune and they have no record of ever turning down my card. They also confirmed that if the card had been turned down they would have record of it. The Tribune is lying to cover up some billing glitch on their end. I believe from their response letter that they changed the billing period which is why the $237.77 includes a "partial month" plus the regular payments for July and August. Their math in calculating the partial month is a bit fuzzy but close enough. I have changed my payment so there is no longer any autopay and I will pay them monthly.
I am no longer asking for a refund but shame on them for lying to me and making no effort to contact me either by phone, email or mail regarding a problem with the billing. An apology would be appreciated.
Business response
10/04/2023
We cannot apologize enough for the frustration this has caused.
After further review of your account, it was discovered that the declined charge was, in fact, an internal glitch; therefore, your financial institution would not have been notified. We truly apologize for this oversight and have launched an investigation into the cause of the problem.
Regarding your feelings of mistrust, we genuinely apologize if our communication methods have contributed to any frustration. Our aim is to provide transparent and clear communication with our customers. Our primary goal is to ensure that your concerns are resolved, and we appreciate your feedback as it helps us improve our services.
Thank you for being a loyal subscriber and supporting local journalism.
*************************
Escalation Support Specialist
********** Times - *********** Times / San Diego Union-Tribune.
Customer response
10/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Regards,
******* (*****) *******
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Customer Complaints Summary
50 total complaints in the last 3 years.
12 complaints closed in the last 12 months.