ComplaintsforThe Advocate

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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 response

  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

  11/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  11/08/2023

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

  Customer response

  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

  10/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  09/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been receiving newspaper delivery from The Advocate/Times-Picayune for some time with payment being debited from my account in the amount of $46.99 monthly. Through auto pay, 8-28-23 my account was debited $60.65 with NO prior notice. I called one number several times finally got someone to answer who gives me another number and can only get automated messages, press this that and the other, puts me on hold only for line to disconnect. Tried calling several other numbers I found online and same thing. I wrote email to help line and NOTHING! Automated system nor online system work. At this point I want to CANCEL my newspaper subscription and stop automatic payments from being deducted from my account, but cannot reach anyone to have this done. Please help.

  

  Business response

  09/06/2023

  Hello - We apologize for the inconvenience. We are aware that we are experiencing dropped calls and can assure you that we are actively addressing this issue.

  I see that we responded on 9/1 and 9/5. Notification for price increase should have deployed by email and mail 45 days in advance. I also see that you no longer wanted to keep the subscription, so the internal team cancelled for you. Please let us know if we can assist any further. 

  Customer response

  09/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20553769, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed up for an introductory digital subscription to The Advocate but never received anything. I am now being charged $17.95 per month. I have tried multiple times to reach The Advocate to cancel this subscription but it is impossible to reach them either by phone or through ******** ************ I want to cancel this so called subscription immediately and would appreciate a full refund of everythingI have paid to date.

  

  Business response

  09/18/2023

  Email is automatically deployed once an individual becomes a digital/online subscriber. Refunds are not given for digital subscriptions. Our customer service team will be reaching out. 

  Customer response

  09/18/2023

  
  Complaint: 20532514
  
  I am rejecting this response because:
  The Advocate has not told me that they have cancelled my subscription.

  Furthermore they have not explained why I never received anything, including a digital subscription.
  Sincerely,
  
  ****** *****

  

  Business response

  09/26/2023

  On 9/18/2023 this subscriber spoke to our retention manager, ********* ********** ********* was able to explain the digital subscription account. The subscriber remembered subscribing. ********* confirmed cancelling the subscription with the subscriber. 

*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. ↩