ComplaintsforSan Francisco Chronicle

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 08/20/24 I was contacted by ************ at 9:39a, 4:09p both of which I declined, and then they immediately called me back in which I answered. ***** told me he was calling from SF Chronicles, and that I owed money. Thats impossible, because I dont have an account with *********************. I told ***** to cancel my account, and very clearly told him I do not authorize any charges to my card. ***** **** up on me. I called back immediately to ensure my request to cancel my account was honored, and that my card would not be charged any further. I made it VERY clear they were NOT authorized to charge my card. ***** assured me the acct was canceled and I wouldnt be charged any further charges. I woke up today to an attempted charge from SF Chronicles, which prompted me to check through my account, where I found a charge on 9/14 for $11.96. I called the number that ***** called from where I found out ***** doesnt have the ability to cancel my account. I was given the number ************ to call. I was asked multiple times why I dont want the subscription like no answer I gave them was good enough, told they could cancel my account if Id accept a 99 something subscription, and told my account was in arrears for $3+, and that Im not able to get a refund. I told them I do not want any subscription with them, a company who has clearly lied to me multiple times, and was then offered it at least 4 more times. I finally got he acct in my name canceled, and was told by ****** he would process a refund for me today. Thankfully Im able to prove with home security footage, call logs, etc., that I was very clear they are not authorized to charge me or I dont think Id have gotten my money back. That is theft. Theft from a company on a citizen. Unacceptable and this needs looked in to, and their staff retrained. If I do not have my refund in 7-10 bus days (9/30/24) as promised, I ask for a full refund and a formal apology from the company. Have some integrity as a business.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just signed up for the 6mo/ $.99 promotion digital subscription of the San Francisco Chronicle. Entered all info including credit card info. Card was charged and I received an email confirmation that I'm now a subscriber. However, I'm not getting access to the articles. It says I need to subscribe and be charged again. Now, that I want to cancel, the two phone #s listed for canceling service keeps asking that I provide my apartment/bldg # in order to bring up my subscription. Since I was never asked that information when I initially subscribed, they can't bring up the account and then they hang up. I WANT TO CANCEL THIS SUBSCRIPTION. PLEASE HELP

  Business response

  09/12/2024

  Hello,

  According to our records, the subscription was cancelled on 9/8/2024 and a refund of the remaining balance on the account was issued. Please let me know if anything else is needed and I would be happy to assist. Thank you!

  Regards,

  San Francisco Chronicle Customer Service Team

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a promotional offer for the San Francisco Chronicle in December. They have a practice where they do not notify subscribers of upcoming payments or even that a payment was made. Since then I have experienced 3 charges for $16 in June, July, and August that I was unaware of. I cannot think of a single bill I have where I am not notified with an email before a payment is made on autopay. This is the practice of all mortgages, credit cards, the *** **** *****, etc. They are preying on people by hoping that their charges go unnoticed. While that may be in their promotion terms and conditions, it is a vile practice. I would like a refund and for them to change their policies so that other people are not wronged as well.

  Business response

  09/11/2024

  Hello,

  The most recent renewal notice that Ms. Wall was sent is to inform her of the rate increase on the account. We will go ahead and issue a refund of the amount requested back to the credit card that was most recently used. The refund can be expected within the next 10 business days, as per bank standards. Please let me know if there is anything else needed and I would be happy to assist. Thank you for your help with this customer.

  Regards,

  San Francisco Chronicle Customer Service Team

  Customer response

  09/11/2024

  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.
  
  Sincerely,
  
  Megan W*** ****

• Initial Complaint

  07/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I subscribed to the San Francisco Chronicle around June 20 for the Sunday delivery. I have not received any papers in four weeks. My son calls and all he gets is the runaround will send it to a delivery supervisor and will call you back and never hear anything back from them and it’s been like this for four weeks we just get the runaround and there’s no resolution nothing I’m whining. Is my paper delivered on Sundays for the San Francisco Chronicle.

  Business response

  07/15/2024

  Hello Bryan,

  Thank you for your feedback regarding your experience with the San Francisco Chronicle. I sincerely apologize that you did not receive your paper during the time that your subscription was active. Our delivery team made multiple attempts to resolve the issue with the carrier, but that wasn't able to be resolved within a satisfactory window of time. As such, we have processed your request to stop the subscription. We are refunding your payment in full of $40.00. Please allow 7-10 business days for the funds to be returned to the credit card used for the purchase. Thank you.

   

  Regards,

  San Francisco Chronicle

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cannot cancel online for my SF Chronicle subscription. Cannot change payment method. Must call by phone to cancel or modify payments. Have called during the published hours , for example today at 1:15 pM and my account page shows calls before 2:15 PM> But, phone goes to computer message that their system cannot accept the call. I will never, ever, renew or start any subscription with any media that I cannot fully manage my account and subscription on-line. I have not discovered a way to contact them. Perhaps a certified registered letter with signature? I am very frustrated.

  Business response

  07/12/2024

  Hello *******,
  
  Thank you for contacting the San Francisco Chronicle. I apologize for the trouble with your digital subscription.
  
  According to our systems, the last login using the ******************* email address was on 5/26/2024. You can login via www.sfchronicle.com/account to cancel your subscription or manage your payments.
  
  If you need any further assistance with your account, please feel free to contact us at **************************************** you!

  Customer response

  07/13/2024

   
  Complaint: 21976371
  
  I am rejecting this response because: There is no option to cancel a subscription on-line.  Only option identified is to call the toll-free number during certain days and times
  
  Sincerely,
  
  *****************************

  Business response

  07/16/2024

  Hello ******************,

  
  Thank you for your update. I apologize for the inconvenience and my mistake.

  The online cancellation option is not available for out of state subscribers and I failed to recognize that you were located in *******. The main alternative option would be to email us at *************************************** to cancel your account. However, I see that your account is already set to cancel on the expire date of 7/20/2024. I can refund the full amount paid for your subscription to compensate for the inconvenience. This will be issued at the date of the cancellation. 

  Please let me know if there is anything else I can assist you with. Thank you!
  

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/17/23 I paid $0.25 to the SF Chronicle for a promotional subscription to their online articles, it must have been an introductory three months.I never was able to access any of the online articles, and after trying to contact them several times via online contact form, email, and phone, I gave up and dismissed the $0.25 I was wrongly charged.Now, starting 6/19/24, they tried to charge my same card (Apple Cash) for $11.96, which was luckily denied. They have tried charging me five times, and been denied.Last Saturday morning, 6/29/24, I received a phone call from a representative at the SF Chronicle, to whom I explained the situation, and requested to no longer be charged to my Apple Cash card, that I had no desire for a subscription, nor refund.I am still receiving attempts to charge my card.I wish to be left alone by them, or to have an employee who is capable of removing my information from their database contact me one last time to confirm that I have no desire to be in business with them.Thank you.Will

  Business response

  07/11/2024

  Hello ****************,
  
  Thank you for your feedback regarding your San Francisco Chronicle subscription. I apologize for the poor customer service experience you encountered and I would be happy to assist you.
  
  According to the information attached to the BBB report, Ive determined that your email ********************* is attached to the San Francisco Chronicle App subscription App Store (exclusively for Apple devices). This type of subscription only grants you access to the app and is not a direct subscription to our newspaper, which may explain the issues with your digital access.
  
  However, you also mentioned receiving solicitation calls regarding your subscription to us. These calls are only possible if you are directly subscribed to our newspaper. This has led me to believe that you have a 2nd subscription to the San Francisco Chronicle and it is under a different phone number or email. Are there any alternative contact information that your subscription may possibly attached to? If so, please provide them and I would be happy to correct the information on the account to avoid any further solicitations.
  
  If you have any other questions, please feel free to let me know and I would be happy to help. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  They make it impossible to cancel your subscription. I called a month before my subscription was set to renew to tell them to cancel because you can’t do it online. The woman told me I COULDNT CANCEL until 3 days before it was due to renew. I’ve never in my life been told I couldn’t cancel a subscription. She tried hard to get me to agree to keep the subscription, I REPEATEDLY told her I wanted to cancel, that’s when she said I couldn’t. She asked if I would like to get a phone call 3 days before renewal so I could cancel and I said yes. Guess what, I got no effing phone call but luckily I remembered so I transferred the money in my account to my savings account so they couldn’t get it. I tried calling and COULD NOT get a human on the phone. I checked my email after I got off the phone and was notified that they tried taking $25 out to renew the subscription I don’t even want. Absolutely ridiculous, thanks to them I will NEVER subscribe to another newspaper again so all the struggling newspapers out there can thank the SF Chronicle for forever losing my support. My account number is ********

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  SF Chronicle keeps signing me up for subscriptions that I didn't sign up for. It's very hard to reach them by any means and they don't provide evidence of the means by which the subscription was initiated.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed up for a 6 mo. subscription to Sfchronicle in Nov of 2023. The subscription expires June of 2024 but I'm being charged in May. The charge is pending and I requested a stop charge and cancelation 5/28/24 @ approx 9:51 a.m prior to the end date but they are refusing to remove the pending charge. What recourse do I have?

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Company makes it almost impossible to cancel a subscription. When you are finally able to get a live person they will try to pressure you to continue their service. Repeatedly expressed I no longer wanted any of their services the customer service representative continued to try to retain me as a customer after refusing the customer service representative became a bit hostile.

*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. ↩