Complaints

This profile includes complaints for The Advocate's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Advocate

  10705 Rieger Road Baton Rouge, LA 70809

  
• 

  The Advocate

  PO Box 588 Baton Rouge, LA 70821-0588

  
• 

  The Advocate

  7290 Bluebonnet Boulevard Baton Rouge, LA 70810-1611

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Newspaper delivery issues on 2/2/2025, 1/31/2025, 1/26/2025, 11/3/2024, 10/30/2024, 10/29/2024. Missed papers are never delivered after calling customer service. Account is credited by shifting billing date. Would prefer to see the account credited for the missed papers. Customer Service is not staffed by a human. You can never reach a person to provide feedback about seriously declining delivery service.

  

  Business Response

  Date: 03/10/2025

  Delivery issues have since been addressed. The subscriber now knows how to reach the Distribution Manager, *** ***** and ***** ****** if needed. We have also given the subscriber credit on his account for missed deliveries. 

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have found it impossible to cancel my digital subscription to The Advocate for the last two months, Jan. 2025 & Feb. 2025. Either they do not answer their phone or when they do they either say they can’t cancel my subscription and then they transfer my call, put me on hold and then hang up on me. I have disputed those charges with ***** ***** **** as of February 31, 2025. I am unable to find my account # on any of their communications with me.

  

  Business Response

  Date: 02/19/2025

  Subscriber services was contacted for the first time on 1/31/2025 from the subscriber, requesting to cancel by phone then by email. Within the span of just a few hours, we received several emails in a row requesting to cancel. ******* responded on 1/31/2025 (same day as initial request) that she was cancelling the subscription and she removed the automatic payments. The subscriber had access until 2/6/2025 and did not respond to *******'s reply. We do not offer refunds, according to our terms and policies. *******************************

  On 2/7 the Mr. ****** received an email from The Advocate and Times Picayune, that is a regular email sent to subscribers who cancel, asking for feedback. Mr. ****** replied to that email, again asking us to cancel. Our email support is set up to send an automatic reply to inform subscribers that we received their request. Again, within just a few hours, Mr. ****** emailed multiple times with the same request generating more automatic email replies for every email sent. ******* responded to the email confirming that she already cancelled the subscription on 1/31/2025 as Mr. ****** requested. 

  We have no record of Mr. ****** contacting before 1/31/2025. Confirming again that this subscription was cancelled as originally requested on 1/31/2025. 

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2019, my mother cancelled the Times-Picayune newspaper subscription during the acquisition of the Advocate. About a month later the Advocate unknowingly started debiting my mother’s bank account. However, the delivery of the newspaper had stopped since my mother had earlier cancelled it. For approximately 5 years the Advocated debited my mother’s account without her notification. My mother is now 96 years old and I have been her caregiver for the past 10 years , and residing in the same household. I do remember when she cancelled it by phone because we immediately stopped receiving the paper. When I called the Advocate the retention mgr stated the “we have been receiving the paper “because she claimed it was delivered by one of their agents , but could not provide proof. In addition, she was very defensive. My mother’s bank account was debited monthly from a range starting at approximately $28.00 to approximately $59.00 monthly for the past 5 yrs. Again, we have not received any newspaper for the past 5 yrs.

  

  Business Response

  Date: 07/28/2024

  After reviewing the account, we cannot honor a refund as we do not see any notes from customer service about missed deliveries. This is the first we have heard about no delivery, to our knowledge (call received on July 5, 2024). We also see that we have communicated with the subscriber via USPS several times over the past few years in regard to fuel surcharges, price increases (March/April 2022, Nov/Dec 2023), and special edition notice (Nov 2023) with no communication in return. Additionally, we see there was a billing change on June 29, 2022 to change Bank Draft billing date from 20th of each month to the 5th of each month. 

• Initial Complaint

  Date:07/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer Service- Needed to update my payment information. The telephone number listed was an automatic answereing machine and did not have the option to update the information. Referred to an online site but was still not able to update the information

  

  Business Response

  Date: 07/30/2024

  Thank you for your feedback. You're welcome to update your payment details anytime by calling ************ and choose or speak the "update my credit card" option. I will be happy to have a customer service also call you directly.

  Customer Answer

  Date: 07/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21947168, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not subscribe to the Acadiana Advocate. I started having charges of $42/month in March 2022. I have called numerous times to stop these charges. If I do get a person(always a call center/ usually overseas), they state that I have a paper delivery subscription. I have never received a paper. As of today, I still cannot cancel this subscription. The person that finally answered my call said that she will put in my notes that I wish to cancel, but that her manager needs to call me to confirm this request. I am waiting for this call. If I get charged again on June 20th, I am absolutely getting a lawyer and pursuing. I am out $900.00. This is absolute fraud at this point. This charge is an EFT from my checking. Again, I have no idea how this subscription was started. There is something very wrong with this company.

  

  Business Response

  Date: 08/01/2024

  ***** ****** cancelled the account on 6/14/2024. Retention Manager, ********* ********* contacted customer. After speaking to customer, she processed refund for $329.67.

• Initial Complaint

  Date:03/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023, the Times-Picayune/The Advocate advised us of changes regarding special editions, these special edition days would cost an additional $5.99 each on the 7 issues that contain special edition supplements as follows: Jan 10 2024 Feb 2 2024 Apr 10 2024 May 15 2024 July 17 2024 Sept 25 2024 Oct. 9 2024 If we opt out of the additional $5.99 , then we do not receive a paper that day , even though we have paid for it with our subscription. Called in November to opt out . It literally took 12 calls to ************ before I gave up calling the number that never gets answered . Finally called to cancel the subscription and was able to verbally opt out (11/27/23) no confirmation was given ( as requested) only that we can be assured that “ opt out” was taken care of. Forward new Statement 2/14/2024 Due. 3/27/2024 52weeks. 327.36 Tax. 14.83 Special Edition. 5.99 Total. $348.18 Upon calling to cancel/ opt out again on the special edition. If you do not want to receive special edition, and not receive a paper on the special edition days please call ************. Again , after numerous attempts over the last 3 days , no answer . As Senior Citizens 90& 86 , who have subscribed to the paper for over 34 years, it is very frustrating and disheartening to have to navigate such a complicated task to opt out of this unreasonable request for additional payments , or be penalized to opt out , and not able to reach anyone to opt out . Your assistance in resolving this unfair practice is greatly appreciated. ****** ** *** ******* ******* **** ******** ** * ********* *** ***** **** * ******** The Times Picayune

  

  Business Response

  Date: 03/18/2024

  We apologize for the difficulties reaching our customer service team. Retention Specialist, ********* ********* has called to confirm that you are opted out of special editions. if you need any help in the future, you may email us at ******************** - Thank you for your continued support. 

• Initial Complaint

  Date:03/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/2/24 did not subscribe to this or what ever this is at all at all, debited my account unknowingly causing to go into over draft, $19.95 + $30.00 NSF demand immediately for monies to be put back in account. Will contact my personal lawyer. Will defame company. Do not mess with "(MY) MONEY, I ALREADY DO NOT HAVE".!!! Also tried to reach company several times to no avail.

  

  Business Response

  Date: 03/05/2024

  Hello - We tried to reach you a few times at your phone number and left a voicemail. Upon looking into your account, we see you have read over 200 articles at nola.com in the last 30 days and are utilizing your subscription. With your complaint, we cancelled the subscription at the expiration date and removed the credit card to avoid future billing. You  may reach our Retention Manager back at ************ or contact us at [email protected] - Thank you. 

• Initial Complaint

  Date:12/01/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called them to cancel subscription. They gave me another number to call and said they would transfer me. They hung up. I called the second number got a recording explaining business hours, which should have had them open and it hung up. I googled their number. Called that number it also just hangs up during business hours. Their website contains no buttons or links to modify the service, except for temporary suspension. They have apparently given me NO WAY TO CANCEL and have raised the price $40 a month more than originally agreed.

  Customer Answer

  Date: 12/08/2023

  They have promised to change my subscription.  If they actually do it, that will be satisfactory so for now I would consider that matter resolved.

• Initial Complaint

  Date:11/06/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dont know where the breakdown is on my issue that has been going on since the first of October, but I am extremely tired of dealing with this. I have made numerous phone calls to the advocate complaining and even last week drove up to the offices in Baton Rouge to deal with this. I was assured by the young lady at the desk there that this would be resolved. She even gave me a phone number that went straight to her desk on the weekends, but when I call it I only get voicemail. Here is the issue: The paper is being delivered to a house two doors down from me. I know this because the lady at the advocate said they did not subscribe to the paper. My address is very similar to that house and sometimes even UPS and Amazon get it mixed up. But I have explained this to the advocate many times. This issue began when a new carrier was added in October. So I am ready to cancel my subscription if this isnt resolved. I really cant understand the incompetence of someone at the advocate and the obvious breakdown of communication to the department and supervision there. Obviously in my opinion the newspaper cares little about their subscribers. I expect a phone call from someone with the authority to solve this problem. I dont want to just been given credit for missed issues as that is a waste of my time.

  

  Business Response

  Date: 11/08/2023

  Distribution Manager contacted. They are working with the carrier to resolve the problem and deliver to the correct house. 

  Customer Answer

  Date: 11/09/2023

  
  Better Business Bureau:
  Was called from head of distribution and assured issue would be fixed. I appreciated the call.
  I have reviewed the response made by the business in reference to complaint ID 20828016, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:10/17/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Advocate delivers free, The Southeast Advocate, to my neighborhood, *** ***** *******. I have ask on multiple occasions by phone, written letters, and email that these papers NOT be left on my property. They will stop for awhile and then they are delivered again. They are left in the yards of neighbors, who will eventually be fined by the HOA for not picking them up. I do NOT want these papers. I am away from home a lot and do not wish to invite break-ins due to the papers remaining on my driveway or lawn. Several of my neighbors receive the Advocate daily, but I do not.

  

  Business Response

  Date: 10/23/2023

  Our sincerest apologies for the ongoing issues with the delivery of our free product in your neighborhood. We have spoken to the manager and he will verify this area weekly to ensure that this area does not receive delivery. We are confident this will rectify the problem once and for all.  Thanks for your patience as we get this addressed.

  Customer Answer

  Date: 10/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20740824, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******