Complaints
This profile includes complaints for The Advocate's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 30 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/01/2023
Type: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 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
Date: 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 Answer
Date: 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
Date:08/29/2023
Type: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 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
Date: 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 Answer
Date: 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
Date: 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.Initial Complaint
Date:08/02/2023
Type: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 been having delivery issues. Paper was first being delivered to **** ********** *** ****, Baton Rouge. Then my mom moved in with me, **** ******* ***** same city. ***** on ********** ******, she missed her paper twice in the last week, now she is @ **** *******, she has missed her paper today. I called and gave info to automated system. Three hours later, still no paper. I called main number, finally got to talk with someone and they said they would credit the account but, the paper would probably not be delivered. The automated service and the person both said the carrier would be contacted but, we still don’t get a paper???? What is the use in us calling when the carrier will not return with a newspaper? If I did my job like that, I would not be employed, my employer expects me to do my job and if I just don’t do it, well I would be replaced. Is it so ridiculous to ask the carrier to bring a newspaper to a paying customer that they overlooked to begin with? They are being paid for a service that they are not providing even when they were contacted. Very disappointed in the lack of service provided to a paying subscriber! Desired settlement on this site gives only a few choices, I would like billing adjustment but, also would like to know that the carrier would take his job seriously and deliver the service they are being paid forBusiness Response
Date: 08/02/2023
Thank you for reaching out. A specialist will be contacting you. Please know on days we miss the delivery of your paper we issue a credit to your account for that missed delivery. We can't offer redelivery if the paper is missed; that is why we credit your account and, in doing so, extend your subscription expiration date.Initial Complaint
Date:07/05/2023
Type: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 am contacting BBB because trying to resolve this with The Advocate has been unsuccessful. I am trying to get information for ****** ******** *** ********* *** ****. He has been billed monthly by The Advocate in the amount of $17.95. He does not receive the newspaper and does not wish to subscribe. I am tasked with helping him with financial matters. What is he being billed for??? Is this for The Advocate or for another publication? for advertising? or what??? This could most easily be resolved by having someone CALL me! ************Business Response
Date: 07/05/2023
Thanks for your feedback. We are in touch with this customer and will get this question answered soonest.Initial Complaint
Date:05/23/2023
Type: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 signed up back in October for a $4 digital subscription to the advocate to be able to read news articles that pop up on Facebook. All of a sudden my credit card is now being charge $17.95 every month since Nov. I have tried calling the Advocate and everything is automated. I have tried chatting and it just ends and sending an email to the help email they suggest and still automated with no response. I need to talk to a human being to help me get my credit card credited and stop payment. When you call the numbers there are only automated responses allowed and no way to speak to a person. There is no way on line to get this to stop. I am so frustrated. Please help me get in touch with someone to help.Business Response
Date: 05/24/2023
Thank you for your feedback. We will be reaching out to you directly. There's a miscommunication.Initial Complaint
Date:04/28/2023
Type: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 am a subscriber of the Morning Advocate and at one time the State Times for over 45 years. My complaint, is the consistently late deliveries of my paper in the morning. At times, it is past 10:00 am before he delivers it. I have spoken to the deliverer and told him this is unacceptable. He just looked at me. From my understanding with these independent contractors, the paper is supposed to be delivered by 6:30 am. I have never had this happen with him. I have called at least three times over the course of three months to the Circulation Department. Nothing happens to improve this poor service, except they will forward the complaint to the proper source. Do they really wonder why they are losing subscribers?Business Response
Date: 04/28/2023
Hi *****
My name is **** *********, and I’m our vice president overseeing subscriptions at The Advocate. I wanted to take a minute to respond to your inquiry to the Better Business Bureau. I apologize for the late delivery to your home on April 27 and the missed delivery on April 24.
I have personally reached out to the carrier and manager in your area to have these issues corrected.
Your account has been credited $1.02 for the missed delivery.
We’re here for any other questions you might have. Please let the folks at the BBB know we’ve spoken. I appreciate your support of our work and your patience while we fix this delivery issue.
-- ****Customer Answer
Date: 05/04/2023
Complaint: 19993385
I am rejecting this response because: This response is unsatisfactory, I have made this clear to everyone that I talked with in the circulation department that I consistently get my paper delivered around 9:00 to 10:00am everyday, not just once in awhile. Calling me on the phone would be the best way to handle this.
Sincerely,
**** **********Business Response
Date: 05/05/2023
The manager who oversees delivery in this customer's area has called this customer directly to discuss this issue.Initial Complaint
Date:04/10/2023
Type: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.
Can not get the paper delivered. I have called and filled a complaint 5 times in the past week and still no response and no paper delivery. I also get the Wall Street Journal which is being delivered but for some reason that nobody can explain I can not get the Advocated delivered.Business Response
Date: 04/25/2023
This complaint has been received by us, logged in our system and the customer has not reported any issues with delivery since April 10, 2023. Please reach out if you need any other information. Thanks,
-- **** *********
Vice president, consumer revenue
***********theadvocate.com
************Customer Answer
Date: 04/28/2023
Complaint: 19914591
I am rejecting this response because: My service has been reinstated since April 10th. However, I should not take a week and 5 phone calls to make this happen. Can you please provide a response that addresses the week duration and phone calls that apparently are being ignored.
Sincerely,
****** ******Initial Complaint
Date:01/24/2023
Type: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.
This is the third time I'm trying to file this complaint by internet with you. I am having nothing but issues with The New Orleans Advocate. I am a subscriber and have been having delivery issues since the middle of November. I've been complaining to them to no avail. This month on January 12th, January 16th, January 17th, January 21, and January 23rd I have not received my newspaper. I am totally unable to reach them by telephone, by email, or through Facebook. They just keep coming on saying they're having phone and web issues. Several of my neighbors are also having the same problem sometimes they get it sometimes they don't. So I know it's not just me and my subdivision. I'm a senior citizen I'm really tired of this lack of customer service from them. I certainly hope you can help resolve this issue with them. This problem persist. We'll get excellent delivery for couple months and then this starts up again with lack of delivery. On Mon, Jan 23, 2023 at 11:15 AMBusiness Response
Date: 02/03/2023
***** ******* **** *** ** ****** ** **********
Customer has had numerous missed deliveries and given credit for the missed deliveries. The IVR system automatically provides a credit for the missed delivery and adjusts the expiration date of the subscription. Messages are placed on the independent contractor's daily bundle for delivery issues. Customer did speak with our Customer Specialists and they issued notices to the distribution team and message to independent contractor. With each complaint filed the following day an email is sent to the subscriber to see if delivery issue was resolved ant the
Our managers attempted two call backs to customer and were unable to reach her. However the Zone Manager and Director for the area did follow ups behind the carrier to determine delivery and any adjustments required. We believe this issue to be resolved.
Sincerely,
***** ********** ************
Initial Complaint
Date:01/02/2023
Type: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.
My name is **** ******* and I am writing this complaint on behalf of my 88 year old mother **** who is a long time customer of the Advocate. I have been complaining about non-delivery of her newspaper for at least 4 months. At first she would get a paper on and off...non-consistently. I would call every few days and tell them how many days they missed delivery, and they would say they would deduct for papers she did not receive. In Oct I was told she needed to pay for her 3 month subscription up front, and they would take off missed papers on the next bill. I have called no less than 20 times and she paid $135.68 on 10/5/22 which was 3 months paid in full for 7 days a week delivery through Jan 28th. Although there were very few delivered since Sept 2022, just in Nov. she received 3 papers and Dec a total of 7!! The last 2 complaint calls I placed to them I left my cell number and requested a return call from the distribution manager. I never received a return call or a resolution to my problem. She has paid in full for a service she is not receiving? Thank you, **** ******* on behalf of **** ********Business Response
Date: 02/03/2023
**** ******** **** ***** *** ** ***** ***** ** **********
I spoke with the customer's daughter **** ******* regarding over multiple complaints, that include over a month's worth of missed deliveries. This has been issued to the District Managers and Director of Distribution to work with the carrier for appropriate delivery..All complaints were entered and the account was credited with each complaint, We've updated the account with Ms. ********* phone and email so that communication can be handled more efficiently. Customer is 88 years old and difficult for her to hear over the phone. We've also provided and additional one month credit to the customer's account for the frustration caused with the missed deliveries. Verification of deliveries has been set up. We are confident that this can be resolved. .
Sincerely,
***** ********** ************
Initial Complaint
Date:11/07/2022
Type: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 received an invoice notification that was my subscription was set to expire on 11/20/22. I submitted an online payment to extend the subscription for 3 months. My bank card was charged in the amount of $78.18 on 11/2/22. This renewal should have extended my subscription to approximately 2/20/23. Upon checking to confirm that my payment had been processed and confirming that my subscription was paid for an additional 3 months I discovered that my subscription was now scheduled to expire on 1/29/23. I phoned The Advocate to inquire why my renewal was not extended the entire 3 months and was told that a rate increase was set to occur in December therefore my subscription renewal date was adjusted accordingly. How are they able to change the price of something after I have already paid. I understand that I would be expected to pay the new rate if I chose to renew in the future. I was billed a specific amount for a subscription and if I pay the amount I was invoiced they should honor that subscription term. This is the second time this has occured. When I renewed previously (6 months ago) the exact same thing occured. After numerous phone calls and emails they did correct the error. Also I might add that the renewal rates billed this time were the same as I was billed 6 months ago so apparently the rates did not increase during the last six months as they had indicated to me earlier. I have attached the invoioce I received as well as the information on my account after payment was made.Business Response
Date: 11/11/2022
****** ******
***** ******** **
******** ** ********** **** ********
BBB # 49338917-44388
Mrs. *******
Thank you for taking the time yesterday to discuss the billing issues you had encountered along with the Customer Service issues experienced upon calling our center. It is never our intention to cause such frustration and angst with our product or service. As we discussed we will make this right and your subscription will expire on 2/28/23 as your 3 month payment intended. This includes credit for the premium days you receive that can shorten the days of your subscription as discussed. The billing errors have been reported and our IT is working on resolution.
Per our conversation your rate increase should have shown on the renewal notice you received sent out on 10/11/22. The information that our representatives provided was incorrect. Your rate increase was not done in the middle of your subscription but should have been reflected on the renewal notice and since it did not that is clearly an error we are responsible for. The Supervisor you spoke to should have handled more efficiently and I will be reviewing with the appropriate personnel. As we know humans can make mistakes and the intent was not to harm or frustrate you further. I will do everything I can to contain future errors within my scope of work.
As you requested your previous account and your current account have all been marked with no solicitations of any kind. Upon expiration your account will be closed. I am sorry that we will lose you as a long time supporter of our newspaper. Should you change your mind you can always reach out to me and I will do my best to get you the best rate available. Please note that it may not be the current 45% off discount you have now.
If I can be of further assistance please contact me.
Sincerely,
***** **********
THE ADVOCATE
BATON ROUGE · NEW ORLEANS · ACADIANA
***** **********
Sr. Director Customer Relations
***********@theadvocate.com Tel: ***** ********
www.theadvocate.com Cell: ************
Delivering throughout south Louisiana each day
NEWS|ADVERTISING|PRINT & ONLINE
10705 Rieger Road, Baton Rouge, LA 70809Customer Answer
Date: 11/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18362734, and find that this resolution is satisfactory to me.
Sincerely,
***** ******
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