ComplaintsforThe Times Picayune New Orleans Advocate

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There is an article on ****** that is not correct and needs to be taken down. It includes my address and this address is associated with a business as well. I have been a victim of identity theft on two occasions and its causing me lots of problems its also incorrect personal information. Ive contacted the Advocate and they refuse to take it down. They stated I need to contact ****** and ****** says they are the ones that can take it down. My personal identity is being exposed and the crime in the area people can easily find me with a business at that location it needs to come down. I need the BBB to assist in this its been years out there.

  

  Business response

  06/16/2022

  Having issues getting this response to go through. This is the first that the company has heard of this complaint.  These are the steps that must be taken to change or update a notice or article.

  Here is the explanation of the process and the form to fill in.
  
  https://****************/news/courts/article_c72055d4-2616-11ec-8f4f-6f9e0c8816fd.html

  Sincerely,

  ***** Murgatroyd 
  
  THE ADVOCATE
  *********** NEW ORLEANS ********
  <image001.png>
  *******************************
  Sr. Director Customer Relations
  ********************************************************************** Tel: **************
  www.theadvocate.com                          Cell: ************
  
  Delivering throughout south ********* each day
  NEWS|ADVERTISING|PRINT & ONLINE
  10705 *****************, ***********, ** 70809
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Tell ** why here...

• Initial Complaint

  05/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear ACC# ******** As requested, this is to confirm we received your payment in the amount of ($7.62 )on (11.4.21).This payment covers (10.9.21) through (10.9.22).(****** ) The Times-Picayune / The New Orleans Advocate Retention Team After the second week in February 2022 the Times~Picayune stopped the service.

  

  Business response

  02/13/2023

  3808 *************
  ****** **  70058-2009
  
  

  No complaints registered within last 12 months on customer's account or called in. Customer was on a 98% off discounted rate set up to last for 1 year but he received for 4 years. Customer's last payment was in 2021 and completed in 2022, stopped early due to premium charges disclaimed daily on page 2A and under terms and conditions online at both of our websites. Customer's account canceled on 2/2022. Customer called in for not knowing about premiums throughout the year and was provided information via **************** representative. Offered another discounted rate which customer declined. Account remains stopped.

  **************************;

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

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was having issues getting my newspapers delivered on several occasions. Mind you, I was subscribed and paid in advance to have them delivered. I was utilizing "auto pay". So, my questions are: 1) Why the missed dates? 2) Why did I not get my newspaper re-delivered later that day, although I was told it would Be? 3) What kind of business has such a non-chalant attitude about the whole thing?They take my money, I don't get what I paid in advance for, and then, it's like, "Oh, well, we'll contact the carrier." The afore mentioned obviously did no good. Sure, they offered credits for the missed papers, but, to me, that was a cop out, instead of wanting to take any responsibility. I didn't want credits, I wanted what I paid for..period. I'm not the first to complain about them and I seriously doubt I'll be the last. They need to step it up, pronto. I can describe they way they conduct business in 2 words: **** Poor!

  

  Business response

  02/13/2023

  60456 ***********
  ******* **  70445-5106
  
  

   

  it is never our intention to cause such frustration and angst with our service or product. Customer did have multiple missed /wet deliveries and provided credit to account for each missed/wet delivery.  Customer spoke to agent and stopped auto pay in 5/24/2022, and stopped subscription in 5/24/2022 with agent confirmation and refund was issued 609/22. 

   

  **************************;

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

• Initial Complaint

  04/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We went of vacation and requested that the provider stop our service. We agreed to continue to pay our fee. When we returned we asked that our service resume. We returned on March 29 and we have to date not received a paper. We have called on thee occasions and on the first call was satisfied with the response, however we did not receive the product. One three subsequent occasions we called and each time requested to speak a supervisor. Every time the service provider transfers our call the call is disconnected, each callback is interrupted when transferring to the supervisor.We want to continue receiving the product and it has not been delivered and we would like compensation for the failure to deliver the product since March 29. Today we received a letter letting us know that the Advocate/Times-Picayune is charging us a gasoline surcharge. Think that through, please. We have not received the product and they want us to pay a gasoline surcharge when they have not met the terms of their agreement with us.

  

  Business response

  04/13/2022

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

  304 **********************************
  ************ **  70447-3033
  
  20556150

   

  Credits for missed deliveries were provided to the subscriber when they reported the missed delivery each time. We've spoken with the subscriber and they did receive paper.  We've provided an additional one month on us for the frustration and angst for not receiving their daily paper. Distribution Team has been alerted. Customer will monitor and let us know if resolved to their satisfaction.

   

  ***** Murgatroyd 

  Sr. Director ~ Customer Relations

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

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Continued issues with the Advocate newspaper, non delivery happens 50% of each month, we are scheduled to receive the weekend editions only. The solution from the Advocate is to add credits to the end of your subscription, not monetary credit back to the consumer, if you cancel due to a performance issue on their side you receive no credit back to your account, you lose all credits monetarily left on the subscription, the Advocate will not lose money if they doesnt deliver?

  

  Business response

  03/18/2022

  After careful review of subscriber's account the missed deliveries are not showing as called in and or reported online as a missed delivery of which she would have been given credit that day and her account extended.  We did find one email from *********************** along with agent's response. We are providing a refund of two months. Details in email being sent to ****************** below.

  ***** Murgatroyd 

  
  

  ***************************
  19 **********
  ****** **  70065-1123
  Ref: Subscription # ********
  
  ********************,
  
  We never want to cause such frustration and angst with a subscriber with our delivery of service or products. We make every attempt to resolve to the customers satisfaction. Were apologize that you feel this didnt happen. Ive left a voice mail for you at the number on file so that I can confirm the missed deliveries and apply for the proper refund to your credit card. 
  
  Weve pulled the records from your subscription and there is one complaint filed on 11/20/22 with credit provided to the subscription. There is also on file an email sent from our agent of the credit for the missed delivery along with information to reach out should you want further assistance or to continue with a cancel. The email came through our ****************************** to us from *********************** and the reply was also sent to back to ***********************. In addition,we worked with the District Manager and independent contractor to provide the Zone Manager with a follow up photo of the deliveries on the weekend.
  
  I will proceed with a request for a two-month refund to also accommodate for the 50% missed deliveries referenced in your letter to BBB but are not detailed as a complaint reported on your subscription.  This would be a refund of both February 2/15/22 and March 3/12/22 for a total of $40.72.  Credit Card refunds are subject to showing on your credit card statement based on your individual bank card policies and procedures. 
  
  I see referenced in the BBB # ********;  that you believe that we add the credit to the end of your account and are unwilling to provide a refund of those days.  This is not what happens, and I would like to opportunity to discuss with you. I can be reached at ************ or my work cell ************ at your convenience.  When a customer calls in a missed delivery the credit is provided to the subscription for that days missed delivery, this then extends your subscription expiration date. A person on auto pay by credit card debits date moves accordingly. these policies follow the rules and regulations for Regulation E and NATCHA that are the standards for auto pay.
  
  CREDIT CARD: Expiration dates move with each missed delivery and extend your expiration date with each missed delivery.  Your monthly debit rate stays the same authorized amount even though your expiration date is extended.  The date of your debit can change as your credit card is debited one to seven days prior to the expiration date of your subscription.  Therefore, the date of the debit can change as the expiration date moves.
  
  If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  *******************************

   

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I SUBSCRIBED TO THE ***** AT A RATE OF ***** PER MONTH ON NOV 9TH. THEY TOOK ***** FROM MY ACCOUNT ON NOV 10TH, DEC 1ST, AND AGAIN ON DEC 26TH. I CALLED AND ***** VERY RUDELY TOLD ME I HAD TO PAY EXTRA FOR SPECIAL EDITIONS. WHEN I ASKED HER WHY I WASN'T TOLD ABOUT THIS SHE TOLD ME I SHOULD HAVE READ A STATEMENT IN THE *****. I TOLD HER TO CANCEL THE ***** IMMEDIATELY BECAUSE OF HIDDEN CHARGES SHE TOLD ME I HAD TO GET THE ***** FOR ANOTHER 4 DAYS, IT DIDN'T MATTER THAT I DIDN'T WANT TO SPEND MY MONEY ON THEIR *****. THEN I REQUESTED A SUPERVISOR WHO ADVISED SHE WOULD CANCEL THE ***** THAT DAY. I ALSO REQUESTED NOT TO BE CONTACTED AGAIN BY THE ***** BECAUSE THEY WERE ACTING LIKE HOODLUMS AND NOTLIKE A BUSINESS. ON JANUARY 5TH I WAS CONTACTED AGAIN SO I CUSS THE REP OUT AND SENT ANOTHER LETTER TO THE EDITOR ADVISING I HAVEN'T RECEIVED MY REFUND BUT THEY WERE CALLING ME DESPITE THE **** THAT I ASK NOT TO BE CONTACTED. THEY RESPONSED WITH ANOTHER SUPERVISOR CALL AND ADVISE ME I WOULD RECEIVE MY REFUND SOON (NOT YET RECEIVED). MY ONLY MEANS OF CONTACTING THEM WITHOUT TALKING WITH PEOPLE LIKE ***** IS SENDING A LETTER TO THE EDITOR AND EVEN THEN I'M RECEICING AN IGNORANT RESPONSES FROM SOMEONE WHO HAS TO HAVE THE LAST WORD. I DON'T CARE WHICH DEPARTMENT YOU SEND MY LETTER TO JUST SEND IT. THEY ARE VERY IGNORANT AND ACTING LIKE THEY HAVE A RIGHT TO CONTINUE CONTACTING MY BUT I WILL GET AN ATTORNEY BECAUSE I WILL NOT BE HARRASSED. IF THEY ARE NOT CALLING ABOUT THIS COMPLAINT DON'T CALL. THIS IS THE SECOND TIME I CANCELLED THE ***** SINCE THE ADVOCATE TOOK OVER AND THE REPRESENTATIVE TRIED TO STOP ME FROM CANCELLING. YOU SAY THE CALLS ARE RECORDED LISTEN TO THE CALL ON DECEMBER 26 BETWEEN MYSELF AND *****. IT SHOULD BE USED ON HOW NOT TO TREAT PEOPLE.

  

  Business response

  01/18/2022

  Customer was on Auto Pay and account will debit when account is due. Occasionally this causes a 2nd charge if account expiration date moves.  Both December charges were refunded to customer's CC on 1/5/2022. Customer's account was cancelled at her request. Customer is not to be contacted.  Customer is not to be restarted. Absolutely no contact is to be initiated with customer.

  ***** Murgatroyd 

  THE ADVOCATE
  *********** NEW ORLEANS ********
  
  *******************************
  Sr. Director Customer Relations
  ********************************************************************** Tel: ***************
  www.theadvocate.com            
  
  

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In spite of numerous calls with the Times Picayune Advocate`s customer service--in May 2021 and again in October 20 21--- they keep throwing a daily paper onto my balcony. They pile up because I am not here for weeks at a time. I never ordered the subscription in the first place, knowing that months will pass before I return. My next move was going to be to try to initiate some legal proceedings. All I want is for somebody to stop the piling up of papers. Hopefully you can help.

  

  Business response

  11/16/2021

  Our manager will reach out to resident today and communicate to carrier to cease delivering papers at this address.

*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. ↩