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Complaint Details
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Initial Complaint
10/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife followed the instructions posted on the AJC web site, shown below, with an email that we were canceling our subscription because the content is inadequate, requested acknowledgment (which came via email response), that we did not wish to speak with them and to not contact us except to acknowledge the cancellation. They then called us multiple times and sent us an email stating that our payment is overdue. INSTRUCTIONS: To request a cancellation or refund of your digital, epaper, or print subscription, please contact a Customer Care representative at XXX-XXX-XXXX or ************@ajc.com. We'd like to hear more about your reasons for discontinuing your subscription; your feedback. is very important to us and we appreciate your support of The Atlanta Journal-Constitution's journalists.
Business response
10/26/2021
Business Response /* (1000, 5, 2021/10/19) */ Hello Mr. *******, Thank you for contacting Atlanta Journal-Constitution. We apologize if there has been some confusion around the cancelation of your subscription. According to our records, your subscription was canceled on 10/17/21 with a $0 balance. No further payments are required. Unfortunately, we're unable to honor your request for a cancelation letter to be sent first-class mail. This email is to serve as your confirmation of cancellation. We have also removed your phone number from our database. So moving forward you shouldn't receive any phone calls regarding renewing your subscription. Please feel free to contact us at customer care if you have any further questions or concerns. Thank you, *** ******* Customer care Consumer Response /* (3000, 7, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The AJC sent us an overdue bill notification with a link to try to make us pay for something we do not owe. They finally emailed me that they canceled the subscription after five follow up emails, whether due to incompetence or hoping that I would pay the false overdue bill, I do not know. I still have not received anything telling me that there is no overdue bill. I need that to close out this miserable experience. Business Response /* (4000, 9, 2021/10/25) */ Hello Mr. *******, We apologize if there is still some confusion regarding your concern. The response to BBB complaint on 10/20/21 is to serve as conformation that your AJC account has been cancelled with a $0 balance. If you still have any questions or concerns, you're welcome to contact us at customer care for further explanation. Thank you, *** ******* Customer care XXX-XXX-XXXXInitial Complaint
10/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Long-term AJC subscriber (40+years). Have been having delivery issues for months on and off. Have lately (past few weeks) been not getting the paper delivered at all or very late in the day. I have used the online reporting of missed papers and when I received a customer service email have responded with just a form letter returned and no resolution. Have called and when they could do nothing they indicated someone would return call...nothing. Now I have attempted to call and cancel (I want to get credit for any remaining AND for the non-service the past few weeks) I wait on hold and get cut off (tried 6 times in the last 3 days). I need to have someone call me and get the paper cancelled with the correct credit for any remaining balance and missed papers the past few weeks, EXTREMELY POOR CUSTOMER (NO) SERVICE!!!!!!Business response
10/19/2021
Business Response /* (1000, 5, 2021/10/08) */ Hello Mr. ******, Thank you for taking the time to share your feedback with us. As we discussed, we have canceled your subscription at your request. We have requested a full refund of your last payment on 9/8/21 of $48.75. We are sorry to lose you as a valued subscriber and are concerned that you have chosen to cancel your services with us. If there is anything that we can do to regain your business, please don't hesitate to ask. Sincerely, Len ******* AJC Customer care XXX-XXX-XXXXInitial Complaint
10/03/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am a subscriber for the print edition of the Atlanta Journal Constitution daily newspaper. I pay $48.22 per month for 7 days per week delivery to my residence. In the past 13 days my newspaper was not delivered 11 of those days as scheduled by the time promised (I usually allow 30 minutes past that time before I report it). Each of those 11 days I reported the missed deliveries and asked for a re-delivery. I received the re-delivery 6 times but it was not re-delivered 5 of those times. I also sent customer service emails on 09/24/21 and 09/29/21 with my complaints. I received a reply 09/26/21 to my first email stating: "The distribution team has been notified and they are working with the carriers to rectify the problem." (copied/pasted). Obviously no one has corrected the problem and I received no reply to my 2nd email. My desired resolution would be to correct the delivery issues, and I deserve some compensation for all the time I have spent trying to resolve this.Business response
10/19/2021
Business Response /* (1000, 5, 2021/10/08) */ Hello Ms. *******, Thank you for contacting Atlanta Journal-Constitution. We apologize for any inconvenience this may have caused you. We have contacted our distribution management team and have asked for an update on a solution to address this problem. We will follow up with our delivery team over the next few days to make sure your service is back on track. In the meantime, we have credited your subscription two weeks of delivery service for the issues you have experienced. Please feel free to contact us at customer care if you have any further questions or concerns. Thank you, *** ******* Customer care XXX-XXX-XXXXInitial Complaint
08/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Every week we get this unwanted paper from AJC thrown in our driveway. It's making the front of our driveway look like a trash dump. I just found out there have been so many complaints about this same issue addressed to BBB and it seemed that BBB is powerless to do anything effective to stop it. If such is the case, please stop giving us hope that you could do something about it. Then I wonder what is BBB all about.Business response
09/16/2021
Business Response /* (1000, 8, 2021/09/08) */ Hello Ms. ***, We sincerely apologize for any inconvenience this may have caused. We have contacted our distribution management team and have asked for an update on actions that will be taken to address this problem. We assure you that we are addressing this with a real sense of urgency, and we will follow up with our distribution team over the next few weeks to make sure delivery is stopped permanently. Thank you, Len ******* Subscriber Relations XXX-XXX-XXXX Consumer Response /* (3000, 10, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please review all, hundreds, of BBB complaints filed by consumers AROUND Atlanta against AJC for the same reason, and how AJC responded with the same reply without concrete commitment to resolved the issue, which is in their control. And in most of the cases, even result in temporary stop of such abuses, but after a while, same abuse resumed and continued. So AJC has proven only good at lip services and has had no intention to seriously stop this annoying and environmental damaging practices. BBB must take more serious step to demand accountability from AJC. Business Response /* (4000, 12, 2021/09/15) */ Hello Ms. ***, Thank you for your feedback. We will continue to work with our distribution management team to permanently stop the delivery of any unwanted products delivered by the AJC to your address. We are also investigating this issue to determine the cause and to implement a long term solution to address your concerns. Please feel free to contact us at customer care, if you have any further questions or concerns. Thank you, Len ******* Customer Care XXX-XXX-XXXX
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Customer Complaints Summary
24 total complaints in the last 3 years.
3 complaints closed in the last 12 months.