ComplaintsforThe Florida Times Union

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A refund of $26.76 was agreed to after cancellation of a subscription to The Florida Times-Union for increasing billing charges without notification: 11-18-2022. By phone, a refund transaction number: ******* on 10-31-2022 by Travis was followed up by Tracy on 11-30-2022, then by *** on 01-02-2023. The refund has still not posted to my credit card.

  Business response

  01/27/2023

  January 27, 2023
  
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ********* and her refund concerns. All Gannett publications, including the Florida Times-Union, are nonrefundable. If a cancelation is requested, it is scheduled on the expiration date of the subscription. There are times exceptions are made, however, *** **********s account does not meet the criteria.
  
  The last payment of $31.84 was applied to her account on 9/20/2022. Historically when Ms. ********* experiences a price increase, she speaks with a customer service agent and has her rate lowered. Her rate was lowered after speaking to an agent on 9/27/2022 and her account was extended to 11/18/2022; this is the date her account was stopped as well. The request for a refund was denied as she was not eligible for one.
  
  For more information, we encourage Ms. ********* to visit ***************************************
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer response

  02/06/2023

  [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:  Several phone conversations indicated a refund would be credited to my credit card on file.  I believed the transaction number given was proof that the refund was processed.  Extending a cancelled subscription is not resolution.  Customer service did not follow through with clarity.

  Regards,

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

  Business response

  02/07/2023

  February 7, 2023
  
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. *********’s rejection. Any refund request is sent to our department for approval. Based on Ms. *********'s account, she is not eligible for a refund. One will not be provided.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 5th, 2022, I paid $4.00 for a subscription to the Sunday-only paper. The Sunday paper was to start in 3 to 5 days after I subscribed. I called about non-delivery on 1/9/23 because I still did not receive the Sunday paper. The Customer Service Agent said he will fill out an investigation form. Said I will get the paper today, Sunday, 1/15/23. If not call back if you do not receive a paper. Still no Times Union. (The order number is 401811).

  Business response

  01/24/2023

  ******* *** **** ****** ****** **** ******* ***** **** * ************* ** ***** ******* ****** ***** ******** ******* *****************
  
  ********* *********
  
  Please accept this as confirmation we have received *** ******** complaint regarding the ongoing delivery issues he is experiencing. I have reviewed his account and made the appropriate complaints and adjustments to extend his account through 4/16/23. It is important that *** ****** report any missed deliveries as they happen to ensure his account is properly credited and his carrier is held accountable. I have escalated his concerns to his carrier and their manager requesting an immediate correction.
  
  If at any time a subscriber decides to cancel your subscription, which they can do at any time, they must contact customer service. Payments are non-refundable, and there are no refunds or credits for the unused portion of a subscription that has been canceled before the end of a billing cycle. Cancellation requests are scheduled on the expiration date of the account.
  
  We cannot grant *** ******** request for a refund.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer response

  01/31/2023

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

  I am rejecting this response because: Last Sunday,  1/29/23, these morons still have not delivered a paper. The paper was supposed to start in Dec.  This was an ongoing and recurring condition a few years ago. They would take your money, wake up no paper. call to complain, they gave you a credit. Get the paper , for a week or two, and then no paper, they would call for the carrier to redeliver. Nothing but problems with this paper and receiving it. They take your money and you receive no delivery. Next month is Feb., still no paper. If  cannot get satisfaction with BBB then I will file complaints with Florida Consumer Affairs and other appropriate agencies. They take your money in December and promise a paper and here it is Feb. and still no paper. When a paper comes I will accept to close the case. I might even go to small claims court where I have won a case like this before. This nonsense they had to put in an investigation, for what to deliver a damn paper? Nothing accomplished with the investigation. Feb. 1st is tomorrow and nothing.  Again paper was to initiate in Dec. 2022. They threaten you with keeping your money because these incompetents can't even deliver a paper.  Im am paying for a service I do not receive. 

  Regards,

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

  Business response

  02/09/2023

  ******** ** **** ****** ****** **** ******* ***** **** * ************* ** ***** ******* ****** ***** ******** ******* ***************** ********* *********
  
  Please accept this as confirmation we have received *** *******s recent rejection. *** ****** has been credited for all missed deliveries. He has been given more credit than what he has paid. The delivery team is aware of his delivery issues and they are working collectively and diligently with the carrier to have his concerns resolved.
  
  *** ****** is free to file complaints with other agencies; he will be met with the same responses.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  
  

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 1, 2022 I paid $111.80 by credit card to receive 52 weeks of Sunday delivery. The following 3 Sundays I received no paper. As instructed, each week I called at 9am to report no delivery. As instructed, if no delivery by 11am I called again. The 11 am call asks if you want a Monday paper or a credit and I opted for the credit. During this time I did not get a paper nor did I get contacted regarding this issue. I finally called the week after the third paper was not delivered and requested a full refund. On 5/7/22 my credit card was credited with the amount of $93.41. On 5/10/22 I called customer service and was told they would credit my card the additional $18.39 in 4-6 weeks. On 6/27 I called customer service again and this time I was told they would have to send me a check. On 7/27/22 I called again and they said they would send a check. As of today, 9/14/22 I have not received the refund. The amount of money in question is not that much however the principal and the deception is the issue. How many other subscribers has this happened to?

  Business response

  09/14/2022

  ********* ***** ****  ***** * ******  *** * ***** ****  ***** ****** ** *****  ******* ****** ***** ********  ******* *********************** 
  
  ********* ********* 
  
  Please accept this as confirmation we have received *** ******* complaint regarding her refund. Based on her account, the papers delivered on 4/17 & 4/24 were not lodged as a complaint. *** ****** received a refund of the funds remaining in the account. This is the refund that *** ****** is eligible for and an additional refund will not be provided.  
  
  For additional information, please visit aboutyoursubscription.jacksonville.com.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

  Customer response

  09/15/2022

     ********** ******** 

  I am rejecting this response because:  As stated, I never received any papers and I placed 2 phone calls each Sunday at on or about 9am and 11am to register the complaint and to request credit for the undelivered papers.  Since it is difficult for me to prove this it is pointless to pursue it further.   I have lived here in Jacksonville since 1984 and have been a subscriber most of those years however when the paper was sold the service and content deteriorated.  I finally talked myself into trying the Sunday paper again and then this situation happened.   It just confirms that the level of service and integrity has not improved. 

  Regards,

  *****  *  ****** ***** * ******

  Business response

  09/16/2022

  ********* ***** ****  ***** * ******   *** * ***** ****   ***** ****** ** *****   ******* ****** ***** ********   ******* *********************** 
  ********* ********* 
  
  Please accept this as confirmation we have received *** *******s rejection. As we have previously advised *** ******* two of her papers were not reported as a missed delivery. She has received the refund she has as a courtesy. Per aboutyoursubscription.jacksonville.com, our subscriptions are stopped on the expiration date and a refund is not provided. *** ******* concerns could have been resolved with an escalation to the District Manager for resolution.  
  
  I have included an excerpt from the website provided.  
  
  “Cancellation: If at any time you decide to cancel your subscription, which you can do at any time, you may contact customer service. Payments are non-refundable, and there are no refunds or credits for the unused portion of a subscription that has been cancelled before the end of a billing cycle. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.” 
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  this is the second chance with a Sunday subscription of the paper. they have failed to deliver any paper at all 4 times. that is horrible but nothing short of what to expect from this business. it seems to be their protocol. one thing they did make sure the invoice made it to my house. real crap service. never again

  Business response

  09/07/2022

  September 7th, 2022
  ***** ******** 
  ***** ********** **. 
  ********** ****** ** ***** 
  Daytime Phone: (**** ******** 
  E-mail: ***************
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******** and his many delivery issues. We apologize for the frustration this has caused. I sent Mr. ********’s concerns to our District Manager and he confirmed Mr. ******** was on the incorrect route and this is the reason he was not receiving his paper. I have corrected this and he will begin delivery this Sunday, 9/11/22. 
  
  Mr. ******** received a renewal notice because the system recognized a payment had not been made. This is an automatic process completed by our Circulation Program. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For over a year I have been attempting to unsubscribe from the daily email, to no avail. I have tried every method I can think of beyond the usual "click here to unsubscribe". I have contacted them via *******, via their contact form, via email to staff, and even a phone call during which I was never able to speak to an actual person. I have tried everything to unsubscribe from this daily email and it just keeps coming and not one person I have tried to contact will even give me the decency of a reply. So now, I am trying this. Please end my subscription to the daily email that comes to ******************* !!!!

  Business response

  08/26/2022

  ****** ***** ****  **** *********  **** ******** *****  ****** ** *****  ******* ****** ***** ********  ******* ******************* 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ********* and her unwanted emails. I am sorry for the frustration this has caused and that she did not receive a response to her previous requests. I have asked that the email address provided is removed from any publication’s daily emails.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

  Customer response

  08/27/2022

  [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:

  I am still receiving the emails.

  Regards,

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

• Initial Complaint

  08/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid for a paper have got one

  Business response

  08/03/2022

  ****** **** **** **** ******* **** ***** ** ********* ** ***** ********* *********
  
  Please accept this as confirmation we have received a complaint from your offices concerning *** ******* and his delivery issues. Upon further review of his account, it has been determined that he lives in an area that we do not deliver to at this time. A full refund has been requested and will process back to his checking account within 10 business days. I apologize for any inconvenience this has caused. 
  
  In regards to the Post, he would need to contact them to lodge the complaint. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  *******
  Subscription Management Specialist  
  
  
  
  
  
  

• Initial Complaint

  07/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I signed up for the Florida Times Sunday paper subscription on 30 June so I could get the Sunday paper delivered to my address every Sunday. So far out of the four Sundays I was supposed to get a paper, I have only received one paper on Sunday with the other 3 Sundays no paper delivered. I have called customer support each time and was told various responses about escalating my complaint or requesting redelivery which never happens on Sunday. I would simply like to have our paper delivered and not have to call every Sunday. Thanks

  Business response

  08/01/2022

  ****** **** ****  ******* *****  ***** **** **** **  ************* ** *****  ******* ****** ***** ********  ******* **********************  ********* ********* 
  
  Please accept this as confirmation we have received a complaint from your offices regarding *** ***** and his delivery issues. We apologize for the frustration this has caused and that we could not resolve this before he ultimately decided to terminate his account. A refund of $6.51 will be returned to his credit card within 7-10 business days after his 8/2 scheduled stop.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  ******* 
  Subscription Management Specialist  
  
  
  
  
  
  

  Customer response

  08/04/2022

  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. However, it should be known that I attempted to contact this business every Sunday for 5 weeks before ultimately demanding to have my account closed  absolutely the worst newspaper company I have ever had to deal with  

  Regards,

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

   

• Initial Complaint

  04/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased and moved in our home March 11,2022. The Florida Times Union paper has been delivered to our house since we moved in. Previous owner (*******) had subscription to Florida Times Union and canceled subscription sometime late 2020. Contacted FTU customer service and they confirmed that it was canceled and would stop further deliveries. After 3 weeks with 8 calls to customer service and 4 emails the paper is still being delivered. Customer service has said on every occasion that this matter would be taken care of with no results. At my wits end to try and stop this simple request.

  Business response

  05/02/2022

  May 2nd, 2022   
  **** ********* 
  **** ****** **** ****** 
  ***** **** *******, FL ***** 
  Daytime Phone: ***** ******** 
  E-mail: *************** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********* and the unwanted delivery of the Florida Times-Union to his address. We apologize for the ongoing frustration. We believe he is receiving his neighbor's paper in error. There is no active account at his address and it has not been for some time. The agents he has spoken to correctly conveyed his concerns to the delivery team. I have escalated his request to cease delivery at his address to our Delivery Escalations Team; this will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.  
  
  Thank you,  
  
  ******* 
  
  Subscription Management Specialist 
  Gannett Subscriber Services 
  
  

  Customer response

  05/02/2022

  [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:

  This complaint has been resolved, Thanks 

  *********

  Regards,

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

   

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I pay for a seven day subscription to get the newspaper delivered. For at least the last nine months they have not delivered seven days in a row. We average four papers a week. I do not want to cancel because i like to read the news every day with my coffee. The only way you can contact them is an out of this country answering service in Phillipines, or So America. They have disabled all of their email addreses. I just want what i pay for which is my daily paper.

  Business response

  03/25/2022

  March 24th, 2022 
  
  **** ********** 
  **** **** ****** ** 
  ************, FL ***** 
  Daytime Phone: (904) ******** 
  E-mail: ****************** 
  
  Complaint ********* 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********** and his delivery issues. We apologize for the frustration this has caused. I have notified his carrier and their manager of his concerns and emailed the Delivery Escalation Team seeking an immediate resolution. This will generate a correction to his ongoing delivery problems.  
  
  We appreciate the opportunity to address these concerns.  
  
  Thank you,  
  
  ******* 
  Subscription Management Specialist 
  Gannett Subscriber Services 
  
  
  
  

  Customer response

  03/25/2022

  [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 ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the TU to cancel a digital subscription in November and they continued to charge my account. They are very difficult to get through to and I had to resort to filing a complaint with my credit card. They have since billed me for 3 more months of charges which Capitol One had reversed. The TU is a horrible company without the resources to serve their customers well.

  Business response

  03/10/2022

  ***** **** **** ******* ******* **** * ******** ** ***** ****** ** ***** ******* ****** ***** ******** ******* ******************* ********* *********
  Please accept this as confirmation we have received a complaint from your offices regarding *** ******* and his digital account. Unfortunately, there is no record of cancellation within his account as of his 9/17/2021 start. This is why he continues to be charged; with each successful dispute, the account will have a past due balance causing another charge. As a courtesy, we have canceled his subscription on the expiration date of 4/17/2022 and removed his credit card from the account. It is customary that cancellations are completed via phone by speaking to a LIVE agent.
  We appreciate the opportunity to address these concerns. 
  
  

*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. ↩