ComplaintsforThe Florida Times Union

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Initial Complaint
01/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was required to get a subscription to the florida times union for a three month class in February of 2023. They offered a **** special for the three months. I cancelled the subscription in June but they never cancelled it. The subscription then went up to 15/ month. I called and cancelled AGAIN in July. They never cancelled it. Since then, they have charged me over 100 (15/month). You absolutely cannot get in touch with anyone there, I woupd encourage you to try it. Their number is **********. It is impossible to navigate and there is no way to cancel this subscription and get my money back. Please help! I am a broke college kid and I have done everything I can think of.
Business response
01/02/2024
January 2, 2024

*****************************
********************************************************************
Daytime Phone: **************
E-mail: ***************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ***************************** and her eNewspaper subscription to the Florida Times Union. Per ****************** request the account will stop on her paid-through date of 01/24/24; billing and access will cease on this date.

We called the customer service number ************ to verify the steps to cancel. Press 2 for digital then Press 3 for cancellation. It then transferred us to the customer service agent.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Customer response
01/10/2024
The resolution offered by this business is not acceptable. They have simply cancelled my subscription effective 1/24/2024. I HAD PREVIOUSLY CANCELLED THIS SUBSCRIPTION effective JUNE of 2023. They failed to execute that cancellation, and have since charged me an additional $105.00. The error is on THEIR part, I took the required action and, deliberately or through negligence, they failed to cancel the subscription. The only acceptable resolution is for them to refund me the money they have charged me since the date that I cancelled the subscription.
Business response
01/11/2024
January 11, 2024

*****************************
********************************************************************
Daytime Phone: **************
E-mail: ***************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ***************************** and her digital subscription to the Florida Times Union account#**********.

We have reviewed ****************** response to our reply of the BBB complaint. As previously stated, all digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.

In order for us to verify the cancellation we attempted to pull the call using ****************** phone number. All calls are recorded and based on phone number. Our records do not indicate any phone calls received from phone number provided ************ in 2023.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Initial Complaint
06/12/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid 600.00 for a years florida times union home delivery in January 2023. It has been nothing but a big aggravation getting my news paper delivered each day. I was told it would be here by 6 am Mon-fri and 7 am on weekends. Every week I have to call because of no delivery. There are no refunds and I get send to a call center overseas where you get the same speech.
Business response
06/16/2023
June 16, 2023
***** *****
**** **** ******** ** *
************* ** *****
Daytime Phone: ***** ********
E-mail: *************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding *****. ***** and the delivery of their paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.

The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.

The account has been documented and credited accurately based on the choice they made using the automated syste*** I notified their carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Customer response
07/19/2023
I paid the Florida Times Union By check for 1 year subscription for 7 day newspaper delivery. Paper is always late or not delivered. I call a few times a week and they do nothing but appolgize. I just want my paper delivered and credited or refunded for all the missed and late issues.
Business response
07/24/2023
July 24, 2023
***** *****
**** **** ******** ** *
************* ** *****
Daytime Phone: ***** ********
E-mail: *************

Complaint #********

Please accept this as confirmation we have received *** *****'s rejection. We are sorry to see that we were unable to resolve her ongoing delivery issues. We have processed a refund of $250.95; this is what remained at the time of cancelation. We ask that she allow up to 45 days to receive via ****.

Thank you.
Initial Complaint
06/12/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
For months we have had problems getting our Florida Times Union delivered. Clearly after many calls with automated recordings and texts with the help center it became apparent that the FTU uses a carrier company to deliver our paper [our *** was supposed to come with our paper.] Our records show how this has been a constant problem. It seemed to be better for a week or two and then we put a vacation stop on the papers from May 10-21, 2023 and expected the papers to appear on the 22 nd as is documented. When we returned we found all our "stopped" papers dumped in our driveway; It is now June 9 and we have not received any papers from the FTU and ***. Papers were not delivered for 19 days. No one has called us or responded to our questions such as , "Will we ever get the print copy again?" It is impossible to get a live person in spite of the advertising of phone numbers unless one figures out to go through the billing number....No one ever responds to the call or text. The *** and The FTU person whom I finally got said there are many complaints about paper delivery. We want to be compensated for the papers we paid for and did not get and we would like to talk to a responsible person. The people I have talked with on the help text can only do so much. They have been trained to be sympathetic and to "escalate" these problems but NOTHING happens after that.
Business response
06/16/2023
June 16, 2023
***** **********
**** ******* **
************ *****, ** *****
Daytime Phone: ************
E-mail: **********************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding *** ********** and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.

The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.

*** ********** account has been documented and credited accurately based on the choice she made using the automated systems or by speaking to an agent. I notified her carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution. Based on her account, the last missed delivery was documented on 6/2/23.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Customer response
06/18/2023

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: there has been no correction at all. We have not received our printed paper since May 9. We had a vacation stop and were to resume May 22. WE have NOT received any papers since then. The explanations are not at all helpful. They basically tell me why I have had such difficulty getting a response. Where is our paper?

Regards,

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

Business response
07/27/2023
July 27, 2023
***** **********
**** ******* **
************ *****, ** *****
Daytime Phone: ************
E-mail: **********************

Complaint #********

Please accept this as confirmation we have received *** **********'s rejection. We have communication from the District Manager of *** **********'s area and they have stated they have spoken with the carrier and now require picture proof the paper has been delivered for verification purposes.

Thank you.
Initial Complaint
05/15/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In 2021 (October I believe) I started an on-line subscription to the FL Times Union. Price was $1 for the first 3 months then went to $9.99 per month. That was fine. I never did anything to renew it after the first year. I rarely accessed. I do remember trying to access my on-line account at some point and the system indicated I did not have an account in their system. So I created a new account, using the same name, email, etc. as the prior account. (I have no documented proof of this as didn't realize it would lead to a problem.) In reviewing my financial records in May 2023 I was still being charged $9,99 per month for the original subscription (account **********) and, in November 2022, another charge of $11.99 per month for the new one (account **********). I called and was told the policy is no refunds as they were two separate accounts. Odd to me that there is no check on two accounts with the same exact email and information. I asked for a refund of the 6 months of the 2nd account (total of $71.94) but was told per policy no refunds were allowed. I cancelled both accounts but now have paid $83.83 (7 months of $11.99 per) for a duplicate subscription. I don't think and $84 refund is too much to ask.
Business response
05/17/2023
May 17, 2023
***** *******
*** ******** ** ***** ********** ** ***** ******* ****** ***** ********
******* ******************
Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******* and her eNewspaper subscriptions to the Florida Times-Union. Per her request made with an agent, her accounts will stop on her paid-through dates of 5/19/23 & 6/12/23; billing and access will cease on this date as well. A refund will not be processed. Ms. ******* did not reach out to customer service to troubleshoot her access concerns but instead created another subscription at the time the first promotional period was ending on her initial account. Ms. ********* account management portal would have shown the first account active and the specific information.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Customer response
05/17/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. It is unfortunate they did not get my name right in their response. While the resolution is not satisfactory to me it is not worth it to pursue. I will simply no longer do any business with them.

Regards,

***** *******
Initial Complaint
05/12/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This occurred back in November 2022 with the Florida Times Union. I subscribed to the paper with a discount. I called them several times and received the same ** from their agents. Such as we will look into it, and you will get the paper next week, if not call us back. Still nothing. I wanted my $4.65 back. They said no refunds. They gave me one refund on 1/15/23 on my ******** ******* Card. This is 5/12/23 and they keep billing my credit card each month for $4.65. I WANT MY CARD CREDITED! I never received a paper since I requested the home delivery. They just give you lip service and nothing gets done. I received one letter from them through BBB and it was a nasty reply. YOU AREE NOT GETTING A REFUND AND NO MATTER HOW MANY TIMES YOU FILE YOU WILL GET THE SAME REPLY. Also, they wrote Dr. ****** has already received more credits for the paper than he should have. Yet to date 5.12.23, I have never received a newspaper. Basically too bad, so sad for you! These cowards put no name on their replies on Customer Service. ********* ********** ** ******** ******* received no reply to my complaint from the newspaper posted on 2/28/23. I want them to stop billing me each month for a subscription to the newspaper.
Business response
05/16/2023
May 16, 2023

****** ******
**** ******* ***** **** *
************* ** *****
Daytime Phone: ***** ********
E-mail: *****************

Complaint #********

Please accept this as confirmation we have received Mr. ******** most recent correspondence regarding his delivery. Mr. ****** continues to not report any missed deliveries as they happen. He will not receive additional bulk credit for any missed papers not reported. His current rate is over a 75% savings compared to newsstand prices.

He was charged due to his account remaining active. He did not call and speak with an agent by his expiration date of 4/16 as previously advised causing the charge. If he would like to terminate his delivery, he will need to call ************ and stay on the line and speak to a customer service agent. This is the only way to cancel his account. On 5/12/23, he was advised by an email representative to call if he wished to stop delivery.

Please note, changes were not made to his account, and we stand by all previous responses. Mr. ****** will not receive a refund. Based on his account and our responses, he was not told he would receive a refund. We are also not in receipt of a complaint filed with a consumer complaint agency; I respond to those complaints as well and my previous response would have been provided to them.

We appreciate the opportunity to address these concerns.

Thank you,

*******
Subscription Management Specialist

Customer response
05/18/2023

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: They are a bunch of prevaricating incompetents. I requested the paper be stopped months ago. They did not do that either. My friend ****** was here when I called about the the billing and told them to terminate the paper again months ago. I have never received a paper from them. What the **** good are credits when I never got a paper? I called again a few days ago and I told them once again to cancel the paper on 5/12/23. The gentleman said he cancelled it again. .PLEASE be advised these incompetent's have billed and billed me. This has been going on since November 2022. I have never received a newspaper from them. Explain to me why I have never received a newspaper!!! I call and call and get the same lip service. They gave me a credit of $4.00 on 1/15/22. on my credit card. S0 no need to lie and say they do not give credits. On 12/19/22 they billed me $4.65 and on 5/8/23 they billed my ******** ******* card another $4.65.
They always address the prevarications that I never stopped the paper and I never cancelled the paper. But theseincompetents never address why I never received a paper since November 2022. I CALLED THE *** ***** main office and spoke to a manager about this recurring nonsense on 5/12/23.Imagine that, they had a manager available. He stated this is unacceptable and he took all my information. When I called The Times Union they told me the manager was unavailable. I advised the manager that since they have billed me twice and cant get a refund, then give me the paper for the months they billed me! The manager asked when was I billed. >>>>I said they billed me on 12/6/22,12/19/22, they billed me again on 5/8/23 on my **** card. Now why did they bill me on 12/19/22 and then again on 5/8/23? Why, because I cancelled the paper in-between those dates, thats why. There was no bill from 12/19/22 until 5/8/23. I told the manager if they refuse to give me a refund, then I want the 4 weeks due me in December of 2022 and the 4 weeks they billed me in May 23. He said I understand as this entire situation is unacceptable. All they do is complain about the credits and terminating the paper. However there is never a mention of my non receipt of the newspaper.
Regards,

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

Business response
05/31/2023
May 30, 2023

****** ******
**** ******* ***** **** *
************* ** *****
Daytime Phone: ***** ********
E-mail: *****************

Complaint #********

Please accept this as confirmation we have received Mr. ******** rejection. Mr. ****** did not report missed deliveries as they happened. When reviewing his account, the lack of complaints would not notify the carrier and their manager that there is a problem with his delivery; it appears he has received delivery every scheduled day. We have explained the importance of reporting missed deliveries in our previous responses. We are in agreement that missed deliveries are unacceptable, however, if a subscriber is unwilling to report missed deliveries we have no way of correcting their concerns.

Mr. ******** credit card has been removed from his account and he will receive his last paper on 6/7/23. If it is not received, he is able to call and request a paper is delivered to him. Please note, this request cannot be made past 12:00 pm.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist

Customer response
06/01/2023

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: These ****** are are incompetent. I have called the *** *****'s parent company and explained to them the situation. I have never received one newspaper from these incompetent ***** that call themselves customer service. This started in November of 2022. I have called at least 4 times. I called *** ***** 2 times. All of them repeat like a pandemonium. Ok, tell these incompetents and I repeat I never received a paper since November of 2022. Yet they still insist I am getting my last paper in June! How can I get my last paper when I never received a first? I never did receive a response from the parent company. *** ***** shows they do not give a **** either. If you look on BBB you will see others that have similar complaints. I had the Times Union about 6 years ago. Same problem, no delivery on Sunday, promises I would get the paper, credits, excuses for the delivery driver. ON and ON IT GOES. Same ***** 6 years later. I have posted this poor service on every complaint page on the net. LISTEN YOU ******, I NEVER RECEIVED A PAPER SINCE 11/22. OR ******** ******* ***** ****** ** ***** ***** ** 22/11.

Regards,

****** ****** ********* ** ******** ********
Initial Complaint
05/09/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I signed up for the subscription with free trial. Website stated if I canceled before the free trial expired that I would not be charged. Additionally, it said that I MAY unsubscribe by calling customer service, but it did not say that it was the only way to do so. Before the free trial expired I canceled the subscription, but was charged anyway. I called customer service and was told that I could only cancel by calling and not online. I attempted to explain that the website did not state this, but they still refused to refund the amount charged. Subsequent attempts to receive a refund have been unsuccessful. I am asking that the charge be refunded and strongly suggest the website be updated with the correct information. Any assistance you can provide will be greatly appreciated. Thank you. **** **** ****************
Business response
05/17/2023
May 17, 2023
**** ****
*** ***** **
************* ** *****
Daytime Phone: ***** ********
E-mail: ****************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding Mr. **** and his eNewspaper subscription to the Florida Times-Union. Per Mr. ****'s request, his account was stopped on his paid-through date of 3/28/23; billing and access ceased on this date as well. A refund will not be processed. Please note, if a subscriber selects the cancelation option online they are prompted to call customer service.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Initial Complaint
04/26/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company automatically renewed my subscription on April 10, charging my credit card $13.98. I did not authorize this renewal. When contacting the Florida Times Union, they told me their company policy is not to issue refunds. I am a Snowbird, and do not wish to receive the newspaper, nor renew it. This is a scam business practice, perpetuated by ******* **********, enticing you to sign up at a reduced subscription rate, then renewing your subscription at full price, since they have your credit card number, without your authorization
Business response
05/04/2023
May 4, 2023

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

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding Mr. ***** and his refund concerns. We apologize for any frustration this may have caused. All ******* subscriptions are nonrefundable; this is agreed upon in the terms of sale and also explain online and on the back of renewal notices. There are circumstances that allow for a refund if criteria is met and then subject to approval.

Mr. ***** will not receive a refund due to his successful dispute with his financial institution.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Initial Complaint
04/25/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
April 24, 2023 I was unaware that I would be charged 15$ after my three month trial without any notice. This is un fair and I feel as though if money is going to be additionally charged from my account that I should at least have an option or be notified beforehand to confirm that I still would like my subscription.
Business response
05/02/2023
May 2, 2023
***** *******
** ******* ****** ****** ****** ** ***** ******* ****** ***** ******** ******* **********************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******* and her ********** subscription to the Florida Times-Union. Per Ms. *******'s request her account will stop on her paid-through date of 5/24/23; billing and access will cease on this date as well. A refund will not be processed. The new rate and date charged is included in the confirmation email received as well as the account management portal online.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Initial Complaint
02/01/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
see Attached document
Business response
02/01/2023
January 31, 2023

Please accept this as confirmation we have received a complaint from your offices regarding *** ***** and her account issues. Based on her information a refund of $8.10 was processed per her request on 1/30/2023. This amount was returned to her credit card and will reflect on her statement within 7-10 business days.

We appreciate the opportunity to address these concerns.

Thank you,
Initial Complaint
01/26/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My account is paid up thru March, however, no delivery of daily paper. I am so tired of calling them daily about this problem without any resolution.
Business response
01/31/2023

Please accept this as confirmation we have received a complaint from your offices regarding *** ******** and her delivery issues. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.

*** ********’s account has been documented and credited accurately based on the choice she made using the automated systems. I have notified *** ********’s carrier and their manager of her concerns and asked for an immediate correction. This will generate a resolution.

We appreciate the opportunity to address these concerns.

Thank you,

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