ComplaintsforHearst Connecticut Media Group

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have several times purchased a digital subscription to the News-Times newspaper and each time Hearst has charged my credit card for subscription renewal more than a week in advance of the subscription expiration date. This requires me to call and request a refund instead of just being able to call and cancel. Then they argue about issuing the refund. Their staff is very deceptive. This most recent time in July I didn’t receive a refund to my credit card as has happened in the past. I had to call again and they said there was some problem crediting my credit card so they issued a refund check but since they don’t ask for an address when you subscribe, they had no address to send it to. I gave them my address and I’m still waiting 3 weeks later for the check to arrive. Very bad business practices!

  Customer response

  08/19/2024

  As I believe I said in my initial complaint, even though Hearst said it mailed me a refund check on July 30, I still have not received it 3 weeks later so if BBB can help me secure that refund, I would appreciate that. The Hearst reference for this issue is my cell phone number, ###-###-####. Thank you.

  Business response

  08/26/2024

  To whom it may concern, my team has settled this issue. if the customer needs anything further they have our direct contact information.

   

  thank you,

  Jessica

   

  Customer response

  08/27/2024

  
  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,
  
  ******* *********

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a promotional delivery of the *** ***** for the Sunday Paper in April of 2024. I paid ahead for the stated period of time. That's all I wanted, was the trial subscription. I was never told I had to cancel it prior to an "automatic renewal." The **** ***** kept sending the paper beyond my period, so I called to cancel and they informed me that since I didn't cancel the subscription (that I never signed up for) within a certain time frame, I now owe money until April of 2025 which totals $68. The staff at the *** ***** was willing to give me a $25 discount but I was not happy with that since I did not request services beyond the trial period. I believe they took advantage of not knowing about this "hook" to get me to pay more money. They made me an offer for a trial service, I accepted, and now they are trying to take advantage of my not knowing about something so they can take my money.

  Business response

  07/29/2024

  To whom it may concern, we looked into the account and show that she was notified of the policy, via the terms and conditions. the $68.00 is for papers received. 

  Customer response

  07/31/2024

  I am an elderly person with multiple disabilities. I am a few months away from turning 80 years old and I have failing vision as well as memory issues. Because of an oversight I am being charged for services not wanted. I am asking for understanding.  Is this too much to ask? I am dumbfounded that this issue has not been expediently resolved thus far.Not only am I writing in hopes of getting my refund, but I am hoping you will help advocate to improve this company's treatment of customers.  It would not have been too much to have a letter sent to remind me of my responsibility to cancel by a certain date and outline the new terms if I didn't. This would be good business practice.  After all, don't medical services text people to remind them of their appointments? Don't banks and other businesses text their customers when a payment is due? We are all fallible both young and old. But it is always easy to take advantage of seniors.

  The issue is that this company engaged in an unfriendly tactic by offering a severely low trial rate, and then not advising me regarding the billing changes,  expecting me to pay for a months worth of unwanted services. I wonder how many others have been taken in. Please help.

  
  

  Business response

  08/01/2024

  To Whom It May Concern: My team has resolved the issue, there is no refund due as the balance is for papers received.

   

  Thank you,

  *******

   

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been requesting that the advertising circular not be delivered to my house since August of 2022! I realize it is not a big deal, but I email and call them every two weeks (their timeline for getting the issue resolved) without resolution. I give credit that they do always reply to my requests, but beyond that, nothing. I have even sent them pictures of my house to share with the delivery driver! It has become more than irksome. They are littering - throwing the bag on my lawn, driveway, sidewalk. The lack of resolution after nearly two years almost suggests intentionality. I realize it shouldn’t, but it actually angers me every week. Please help to make them stop. It’s insane.

  Business response

  07/15/2024

  To Whom It May Concern: 

  The team reached out to Mr. ******* and will ensure this issue is resolved once and for all. He also had direct contact information for the inhouse team in case the issue happens again.

  Thank you,

  Customer Service.

   

  Customer response

  07/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: Hearst Media has not contacted me regarding this complaint - that is not accurate. They have replied to my consistent email requests for them to cease delivery (since August 2022), however a resolution has not been achieved. They have “escalated” the request over the 2024 calendar year, but again, to no resolve. 
  I reject the assertion that they’ve complied with this request. 
  They continue to intentionally cause consternation or are too inept to comply. 
  
  Sincerely,
  
  ******* *******

  Business response

  07/17/2024

  To Whom It May Concern: 

  My team has reached out to the customer several times, one time they were able to leave a Voicemail and the other times the Voicemail was full. if he would like to discuss the issues he can reach back out to the team as we did provide the direct contact info.

  Thank you.

  Customer Service

  Customer response

  07/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: 
  1. my voicemail box is not full. It never is. 
  2. I did receive ONE phone call since this complaint through BBB was initiated. That call occurred yesterday, 16Jul at 941a. 
  3. The advertising circular was delivered to my house this morning prior to 415a, despite their “efforts” to cease. 
  4. I returned the call this morning at 1001a and left a voicemail stating that the issue had not been resolved and the circular was delivered to my house again this morning prior to 415a. 
  

  In short, the contents of their response is not accurate, nor has the situation been resolved. 
  
  Sincerely,
  
  ******* *******

  Business response

  07/18/2024

  To Whom It May Concern: 

  We have reached out to the customer asking for a picture of which flyers it is, we are unsuccessful in getting a hold of the customer. He is not picking up our calls.

  I apologize but all we can do is try to rectify the issue and we have done that.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hearst Media approached us letting us know we were top 5 finalists in ** ******** **** ** ****. They asked if we’d like to promote an ad. To which we agreed and asked if we can write that we won Best Bagel 4 years in a row. To which they approved. Now we find out that we did not win, our ad is printed, and we were led to look like liars for all the world to see. This was a clear grab for money and totally unacceptable. We have been publicly humiliated and are being harassed by people for the lie. We have proof of harassment that has occurred already. We would like for a full refund of $1000. And for this business to be checked into as they are clearly misleading many businesses for profit.

  Business response

  07/01/2024

  To Whom It May Concern: 

   

  This is not for customer service, I will forward to the correct department, however, here is the contact information for the correct department.

   

  Thank you,
  *******

   

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Greetings, I am writing because I purchased a subscription for my Grandmother (delivered to her home) to the *********** **** of 26 weeks at $85.95. I paid in full, I did so 9/18/24 with James conformation # 1339. My Grandmother is 92 and has had some health issues and so I let the subscription lapse. I decided today to call after receiving a note in the mail offering me a special promotion to come back, (the # ###-###-#### on the paper is not in service,I did however use the ####-###-####)Though my prepay was up 3/10/24, they continued to send her the paper until 6/8/24 and continued to incur a bill under her name for $65.60. I asked how can you continue sending the paper without any payment or knowledge that a bill is growing, and how come I wasn't informed when I purchased in Sept. of this being a policy? Alexa and Tiffany, to whom I spoke with told me that because she kept receiving the paper and a balance was due. She did offer to cut the bill to $35.60, however I am baffled and outraged that this would be ok. My Grandmother likes to do the crosswords (it is the only thing the paper is used for)and that is the only reason I am interested in the settling this so that I can restart her subscription. Please will you help me? Sincerely, ****** ** ******

  Business response

  06/21/2024

  To Whom It May Concern: I reached out to Mrs. ****** and left my direct contact information. I also cleared the balance on the account in question. If Mrs. ****** wants to restart the account, I can certainly do that for her. she just needs to call me back. 

  Customer response

  06/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am not necessarily rejecting this response. I did receive a call from Jessica Friday 6/21. I was not able to take the call but returned the call a few hours later. She did not answer, I left a message. I left a message Monday 6/24 and another today, Tuesday 6/25 with in the business hours. I have not receive any correspondence from her or anyone else. 

  I have not tried calling the main number to renew the subscription because Jessica said "we can definitely go over the account and I do apologize that you were given false information but I do want to  get into detail and find out exactly what happened so I can resolve your issue and you can be happy at the end. My phone number again is....."  I am certainly interested to know what she has to say as to why this happened, If I was given false information, It was given by a representative and then confirmed by the manager I asked to speak to after. It makes me concerned that this has happened to others, as I remember my Grandma complaining about how they bill in the past and her neighbor jumping on board saying the same thing. I believe he canceled his subscription because it was too complicated to keep up with. He is also an elderly gentleman. 

  This is where I am at the moment. I would like to thank the BBB for the efforts put forth thus far in this matter. 

  
  Sincerely,
  
  ****** ******

  Business response

  06/28/2024

  To whom I may concern, 

  I spoke with Mrs. ******, I advised her that i cleared the balance and she no longer owes anything for previous papers. I did get her grandmothers account restarted at a rate of $3.00 per week and Mrs. ****** agreed to call back to make the payment. she is all set.

   

  Thank you,

  Jessica 

  Customer response

  06/29/2024

  
  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.
  Thank you for you efforts in helping me clear this up. I appreciate your time. 
  Sincerely,
  
  ****** ******

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were getting the ** **** paper for 6 months. The offer was 6 months, Sunday only for $1.00 per week. We were told after the 6 months we would receive the paper weekly. On March 17t we was notified that our subscription would start on April 8 and go to June 3rd weekly and the amount due is $52.00. We sent a check for that amount immediately to ** ***** * * *** ****** *** ******* **** *********** April 8th came and we did not receive any paper. Call ** **** on 4-9-2024 and told them we did not receive the paper. At this point the check was not cashed yet. They said we are only suppose to getting the paper on Sundays only. We told them that was not what we were told. So we told them we wanted to cancel the subscription. I asked about the check I sent and was told it would not be cashed because the system shows the paper was cancelled and we would receive a refund. Then we saw they did cash our check. On 4-17-2024 we called again and asked them about the refund. They said they would refer it to upper management to refund the $52 and it would take 5-7 business days. On 5-17-2024 called ** **** again. Told them we still have not received the check. Was told again they would refer it to upper management. They said their system shows a refund, so where is it? The refund is being sent by a check and as of today we still have received it. We want our money back. The account number is *********. The number we have been calling for refund is ###-###-####. Please let us know how to handle this. **** and ***** ******

  Business response

  05/31/2024

  To Whom It May Concern: 

  Our company stopped the account as the customer wanted to and processed the refund. I apologize for the delay.

  thank you,

  Jessica

   

  Customer response

  05/31/2024

  This complaint is not resolved until we receive the refund of $52.00.    They have told us numerous times that the account was closed and refund was going to be processed, so where is it?  They have no problem sending us new offers, but they cannot refund our money.

  We will let you know once we receive it.

  **** and ***** ******

  Business response

  06/03/2024

  The refund was in the system but was not processed. I went in and processed it; it should take 5-10 business days.

   

  Business response

  06/11/2024

  To Whom It May Concern: 

  The refund was processed on 5/31/2024 by check. the check should be going to 

  **** ******
  *** ******** *** **** * ********** **  **********

  If she does not receive it by the end of this week she can give us a call, however there is not much we can do as it is processed. 

  Thank you,

  Jessica

  
  
  

   

  Customer response

  06/13/2024

  We finally received the refund check. This is now resolved.  Thank you.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I continue to be billed each month on my credit card for a trial subscription with Hearst Media. I have called them numerous times and am told each time that the plan has been canceled and i will no longer be billed but yet they continue billing my card. I called again today and now they claim they have no records of my previous calls and are refusing to stop the subscription until May 1. I had to contact my credit card company to dispute the charges and close my account.

  Business response

  06/03/2024

  Good morning,

   

  I apologize for the delay in my response. We did reach out via phone to discuss the issue. Since then, the digital account has been stopped and Mr. ******* is no longer being billed for the account.

   

  If you have any questions, please let me know.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 11th, 2023, I subscribed to a 12 week 99-cent trial to ** ******* ******* **** so I could read an article about my daughter, and cancelled the subscription prior to the 12 week trial expiring. In fact, I cancelled immediately after I noticed I was charged $19.99 + $3.95 subscription fee on April 26th (prior to the 12 weeks expiring). Despite cancelling in April 2023, I have been charged each month since then. Since the digital platform does not allow to cancel on the website, I tried for many days to cancel via phone call. After finally reaching the company, I was able to cancel my subscription ( or so I thought). On that day, I was told by customer service that they do not send out emails when cancelling subscriptions, only when accepting them. I asked for a refund for the charges, but was told they do not give refunds. I have not once received any correspondence about my account/subscription stating that my card was being charged since then. At that time, we were dealing with an ill family member, so I took the word of the customer service representative and assumed the account was cancelled. I just noticed after closely reviewing my credit card statements, that ** Hearst Media has been withdrawing money from my account monthly for the cancelled subscription since April 2023. I called today, 4/8/2024 to cancel the subscription once again. I asked to be refunded and I asked for email confirmation of the cancellation, but was told no. The customer service rep had incorrect information, telling me I was only being charged 99 cents a month. I told her I am being charged $23.94, but she had no record of that. I find it odd that a digital subscription allows you to order their product online, but then requires a phone call to cancel. I also find it odd that a digital subscription would not send a cancellation confirmation to an email. I want a refund from this company for the full amount I paid after I cancelled the subscription in April 2023.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Noticed a charge on my credit card called immediately to cancel service. Charged and called on 2/21/24 was told service through March 30th. Explained I cancelled service and requested a refund. Was told cannot refund. Scam

  Business response

  02/27/2024

  To Whom It May Concern: the reason was our subscriptions are prepaid. the account was stopping at the expiration date. as a curtesy I will process the last payment for a refund.

  thank you,

  Jessica

   

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address a concerning matter regarding my recent interaction with The Norwalk Hour. This past summer, I was contacted by a representative from The Norwalk Hour who informed me that I had a credit with their publication. During this conversation, I was given the option to receive the paper for a duration of 5 weeks or to opt for a credit. Given the choice, I consulted with my mother, who expressed a preference for receiving the paper for the 5 weeks. As agreed, my mother began receiving The Norwalk Hour for the designated 5-week period. After the 5 weeks the paper stopped. Several months later I received a bill for $180.00. In an attempt to resolve this issue, I have reached out to The Norwalk Hour customer service department on numerous occasions, expressing my concerns about the unjust bill. Unfortunately, despite my efforts, I have not received any satisfactory response or resolution. It is deeply frustrating to be faced with a bill for a service that was never delivered. I want to emphasize that I am not willing to pay for a service that was not provided, particularly when my mother never received the paper beyond the initial 5 weeks. This billing discrepancy is unacceptable and requires immediate attention. I urge you to investigate this matter thoroughly and provide a resolution. Additionally, I request better communication and accountability from your customer service team to prevent similar issues from occurring in the future. Please acknowledge receipt of this complaint and provide assurance that this billing matter will be resolved promptly. Thank you for your attention to this urgent matter. I look forward to a swift and satisfactory resolution.

  Business response

  02/27/2024

  To Whom It May Concern: My inhouse team reached out to Mrs. ******* and resolved the issues.

   

*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. ↩