Business Profile

Newspaper

The Baltimore Sun Media Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Baltimore Sun Media Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

133 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/17/2024
Type:Sales and Advertising 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.
Somehow I was mistakenly added to Sun Plus Subscription Service where they provide a paper with coupons once per week to my driveway. I never signed up for this service and do not want the paper delivered. I have tried multiple times to have this service removed with no luck even though they tell me that I've been removed (4 emails and one call). Now they don't respond to emails but papers keep coming. They also do not provide me a way to contact distributor directly. Since their customer service either cannot or is unwilling to help me, I thought this to be one of my remaining means of recourse. I just want the papers stopped.
Business Response
Date: 01/23/2024
January 23, 2024

Our sincere apologies for any inconvenience or frustration you have experienced due to the ongoing free Sun Plus deliveries by the Baltimore Sun.

Your feedback and request has been escalated to the local Distributor for assistance. Our Distribution office has been notified of the information you have provided regarding your request to stop all the Inside Shopper deliveries permanently along with your feedback. Also, the delivery person will be informed to cease all deliveries to your residence, going forward. Thank you for your patience as this is being reviewed to stop all all deliveries as there are no active accounts in our system matching your address information. As you stated this is not your first request to stop these free deliveries, your request has been expedited for assistance.

Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun Customer Service Department at 443-692-9011.

Thank you,
Katina
Executive Resolution Center
Customer Answer
Date: 01/27/2024

Better Business Bureau:

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

Sincerely,

******* ***
Initial Complaint
Date:01/16/2024
Type:Sales and Advertising 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 Baltimore Sun sends emails everyday that i have unsubscribed to at least 15 times. It has gotten to the point where i have called them and requested removal from their emails twice. Both times a customer service agent in another country has confirmed that I am unsubscribed and will never get the emails again. Both times they lied to me and i still get the emails. make them stop. it is disheartening as a Baltimore resident and long-time subscriber that they have no customer service locally.
Business Response
Date: 01/23/2024
January 23, 2024
Our sincere apologies regarding any misunderstanding or inconvenience associated with your Baltimore Sun digital subscription.
Your feedback is being reviewed and proper course of action will be taken, if needed. After reviewing your account, Customer Service has contacted you directly to ensure that your email address associated with your digital only subscription is removed from any further daily eNewspaper emails or Baltimore Sun newsletters. Your account has been designated as "Do Not Email". Please allow 7-10 business days to finalize this request due to standard processing times. If you would like any further assistance please contact Customer Service at 443-692-9011.
Thank you,
Katina
Executive Resolution Center

Business Response
Date: 01/30/2024
January 30, 2024
Once again, sincere apologies regarding any misunderstanding or inconvenience associated with your Baltimore Sun digital subscription.
Your feedback is being reviewed and proper course of action will be taken, if needed. After reviewing your account, Customer Service has contacted you directly to ensure that your email address associated with your digital only subscription is removed from any further daily eNewspaper emails or Baltimore Sun newsletters. Your account has been designated as "Do Not Email" and email removed from any further emails. Please allow 7-10 business days to finalize this request due to standard processing times. If you would like any further assistance please contact Customer Service at 443-692-9011.

Thank you,
Katina
Executive Resolution Center
Customer Answer
Date: 01/30/2024

Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:12/21/2023
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 received a bill regarding two jobs ad that was posted on the Baltimore Sun that I never request or solicited. I called customer service and no help. They did not investigate or took care of this issue. We are an accounting firm and one of the ads is related a truck driver which it does not relate to out business activity. I need proof of who requested this ads, need sign contracts or order form because we never requested a classified add or we are looking to hiring anyone in the last year.
Business Response
Date: 12/28/2023
December 28, 2023
Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
The Classified Advertising Department has been forwarded your concern with your provided information as well as the attached invoice. You will be contacted directly within the next 10-14 business days for further review and assistance regarding this matter.
In the meantime, if you would like additional assistance, you may contact Baltimore Sun Advertising at ###-###-####.
Thank you,
Katina
Executive Resolution Center
Initial Complaint
Date:12/14/2023
Type:Billing 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.
Sunpaper has refused to honor credits for missed delivery of newspaper. The Baltimore Sunpaper has discontinued delivery of a printed paper as contracted in my last payment to them. This has been an issue for over two years where I haven’t received a paper with sporadic paper delivery before that. In the past, the Sun has acknowledged their fault and extended my “paid through” date. For each missed paper, I have diligently reported to the Sun the missed delivery (usually on line but some via phone) and requested them to credit my account. I receive an acknowledgement of my complaints for the on line reporting. It has become apparent that the Sun process to credit the account does not exist. On 11/1/23, I received a bill for delivery which shouldn’t have happened if they had been crediting the account. This was also a repeat of an 8/1/23 bill where the Sun told me be to ignore the bill and I was good through 11/1/23. I called about the 11/1/23 bill and was told to ignore the bill and I was good through early January 2024. In both these cases, I had been reporting all the missed papers and requested account credits. Apparently these credits do not exist unless a customer follows up with additional complaints. I received my latest bill dated 11/25/23 again with no credits being applied as requested through their system (their support indicated I was only good through 1/3/24). Then they indicated they would only credit me for one newspaper despite having missed 15 since my prior billing discussion. I indicated that was unacceptable and requested a supervisor. The support person said they would escalate it to delivery and someone would get back to me in 24 hours. I responded back that this wouldn’t work since it has been done in the past and I have never gotten a call back (probably because there is nobody covering my route so the email request goes nowhere). The support person then indicated that a supervisor would get back to me in 24 hours. It has been 48 business hours (not counting the two weekend days) and no return call. I view this as not just an issue for myself but it has the fraud potential for any customer who identified a missed delivery and requested a credit. There is no method for me or any Sun customer to verify on line or via the delivered bill that any credits are being issued. In my case, it is very apparent that credits have not been assigned to my account. Account # *********
Business Response
Date: 12/20/2023

December 20, 2023

Our sincere apologies regarding any inconvenience or frustration associated with your Wednesday, Saturday and Sunday home delivery and unlimited Digital subscription. Thank you for being a long time valued subscriber.

The information you provided within this BBB Complaint as well as your account is being reviewed at this time. Your delivery concerns have been escalated to the local Distributor for assistance as it seems the missed delivery complaints and credits have been processed as well as escalated by Customer Service. Last payment reflected on your subscription is dated in 2021 as this has been an ongoing concern but your digital access remains available to you every day associated with your email address on file. Due to this ongoing concern, the Distributor has been asked if your delivery address has newspaper delivery designated as it seems the demographic of the delivery area may have changed due to temporary open routes at this time. Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.

Customer Service will contact you within the next 7-10 business days to confirm if your address is deliverable and if so then deliveries should be received on your scheduled delivery days of Wednesday, Saturday and Sunday each week.

Should you have any further concerns, please do not hesitate to contact our Customer Service Department at 443-692-9011.

Thank you,
Katina
Executive Resolution Center

Customer Answer
Date: 12/20/2023

Complaint: ********

I am rejecting this response because this is no different that what they have been claiming to be doing for the last two plus years, What have they been asking the distributor the last two plus years? The representative is not addressing why my credits are not extending my subscription until they actually deliver papers as contracted and they are not confirming that the credits will be applied. The representative also refuses to address why my credits are not automatically applied when I report the missed delivery in their system and request an account credit in their system. Is this a system wide practice for all customers?
I have been promised a call back earlier this month and never received it with other similar sunpaper responses in the past so I have little faith in the existing promise (which of course falls outside the window where I must respond to the BBB).

**** ****

1

Sincerely,

**** ****
Business Response
Date: 12/26/2023
December 26, 2023
Once again, sincere apologies regarding any inconvenience or frustration associated with your Wednesday, Saturday and Sunday home delivery and unlimited Digital subscription. Thank you for being a long time valued subscriber.

The information you provided within this BBB Complaint as well as your account is continued to be reviewed at this time. Your delivery concerns have been escalated to the local Distributor for assistance as it seems the missed delivery complaints and credits have been processed as well as escalated by Customer Service. Last payment reflected on your subscription is dated in 2021 as this has been an ongoing concern but your digital access remains available to you every day associated with your email address on file. Due to this ongoing concern, the Distributor has been asked if your delivery address has newspaper delivery designated as it seems the demographic of the delivery area may have changed due to temporary open routes at this time. Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.

Customer Service will contact you again within the next 7-10 business days to confirm if your address is deliverable and if so then deliveries should be received on your scheduled delivery days of Wednesday, Saturday and Sunday each week. Customer Service left a voicemail message on December 22nd to discuss your deliveries.

Should you have any further concerns, please do not hesitate to contact our Customer Service Department at 443-692-9011.

Thank you,
Katina
Executive Resolution Center

Customer Answer
Date: 01/03/2024

Complaint: ********

I am rejecting this response because this is almost an exact duplicate of the prior response that was rejected. I did receive a voice mail from a phone number associated with the ******* ******* (parent company perhaps) that referred me back to the same standard Baltimore Sun help line. I called it the same day the person disavowed any knowledge of the ******* call or any call to me and could not update me on anything new (the person indicated someone would get back to me within 48 hrs. and that did not occur. I have no updates on why I am not getting papers delivered. I have no updates on why my missed paper credits are no longer being applied. I have attached screen shots of the process to identify missed deliveries and apply for account credits as well as the email response from the Sun paper saying they would process my credit request (this has occurred for over 300 credit requests). For the last two plus years I have never received communication that my credit would not be processed. These credits have not been automatically applied in at least the past year as the paper would send me a bill and I would have to spend significant phone time with them so they would honor the credits.

Sincerely,

**** ****
Business Response
Date: 01/09/2024
January 9, 2024
Once again, sincere apologies regarding any inconvenience or frustration associated with your Wednesday, Saturday and Sunday home delivery and unlimited Digital subscription. Thank you for being a long time valued subscriber.

The additional information you provided within this BBB Complaint as well as your account is continued to be reviewed at this time. Your delivery concerns are being reviewed regarding your ongoing missed deliveries. The information has been escalated to the local Distributor for assistance as it seems the missed delivery complaints and credits have been processed as well as escalated by Customer Service. Last payment reflected on your subscription is dated in 2021 as this has been an ongoing concern but your digital access remains available to you every day associated with your email address on file. Due to this ongoing concern, the Distributor has been asked if your delivery address has newspaper delivery designated as it seems the demographic of the delivery area may have changed due to temporary open routes at this time. Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.

Customer Service will contact you again within the next 7-10 business days to confirm if your address is deliverable and if so then deliveries should be received on your scheduled delivery days of Wednesday, Saturday and Sunday each week. Customer Service contacted you on January 7, 2024 to discuss your deliveries and escalated again to the local Distributor for assistance as well as delivery expectation for your residence.

Should you have any further concerns, please do not hesitate to contact our Customer Service Department at 443-692-9011.

Thank you,
Katina
Executive Resolution Center
Customer Answer
Date: 01/09/2024

Complaint: ********

I am rejecting this response because it is yet another slight variation of the same form letter with no substance. This is the third iteration of the distributor being "asked about my delivery address" and I have yet to hear a response. The vendor has not indicated if my credits are being applied and they have continued to send a bill that indicates they have not. They should confirm my "paid thru" date and that they will continue to automatically extend the date as deliveries are missed.
In addition, I have carefully reviewed the call logs of both household phones for January 7, 2024. No call was received to "discuss my deliveries." I did receive the usual automated email response to my missed paper reporting on Sunday January 7, 2024 but this could hardly be considered "Customer Service contacting me to discuss deliveries:. I would like Customer Service to clarify/correct their statement here.

Sincerely,

**** ****
Customer Answer
Date: 01/29/2024
In Katina response to the complaint on 1/9/24, she promised to contact me in 7-10 working days. As with prior promises, this wasn’t kept. Now for a change, I did receive a voice mail on Friday, 1/26/24 just before 5:00 PM (on the 13th working day). Katina indicated she has just received information from the distributor that she wanted to share with me. She promised to call me Saturday or Monday morning. No call has occurred.
During this time, as of Thursday, 1/25/24, the sunpaper has now stopped my subscription preventing me from reading the current paper online and this also prevents me from reviewing past papers that were available while they honored the subscription. The account was deactivated while they continued not to respond as promised and are now refusing to honor their commitment to credit accounts for missed papers. The following is from page 2 of my bill:

“DELIVERY REQUESTS We provide daily delivery by 6:00 a.m. and weekend delivery by 8:00 a.m. For missed or incomplete delivery, please call before 10:00 a.m. Monday-Friday and before noon Saturday and Sunday for a redelivery. In areas where re-delivery is not available, your account will be credited and the expiration date will be extended.”

As I have indicated earlier, they credits haven’t happened unless I specifically called to complain. Now they are not happening at all against the promise in their billing statements. Is this just my account or are other customers getting incorrect credits?
Business Response
Date: 02/02/2024
Once again, sincere apologies regarding any inconvenience or frustration associated with your Wednesday, Saturday and Sunday home delivery and unlimited Digital subscription.
Please be advised I did try to contact you several times of which I was unable to reach you directly. Therefore, Customer Service contacted you to inform that at this time print delivery service is unavailable currently of which the only option would be for digital service. A credit adjustment of the last payment from 2021 in the amount of $54.89 was processed back to the account and a promotional offer for digital service for 6 months was authorized as well as a refund of $46.00 has been processed. The digital account has been started effective February 2, 2024 for 6 months with no additional cost but transferred with the credits processed on the stopped print former subscription.
Once again, apologies for this concern and appreciate your understanding as the local Distributor works through the delivery concern in your delivery area at this time. Should you have any further concerns, please do not hesitate to contact our Customer Service Department at 443-692-9011.

Thank you,
Katina
Executive Resolution Center
Customer Answer
Date: 02/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is reluctantly satisfactory to me. I only wish that this had been communicated earlier since delivery had not been available for over two years yet the paper continued to force me to tell them that the paper hadn't been delivered so that I would receive credit for the paper that they knew wasn't being delivered. So this was over 300 times I had to notify them!

Sincerely,

**** ****
Initial Complaint
Date:12/08/2023
Type:Sales and Advertising 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 contacted the Baltimore SunPlus circulation multiple times via phone/email to request that that SunPlus not be delivered to my address. It continues. I do not want the SunPlus delivered to my address.
Business Response
Date: 12/13/2023
December 13, 2023

Our sincere apologies for any inconvenience or frustration you have experienced due to the ongoing free Sun Plus deliveries by the Baltimore Sun .

The local Distribution office have been notified to cease all deliveries to your residence, going forward. I have expedited your request as there are no active paper accounts in our system associated with your address at this time. Your delivery address has been designated as "Do Not Deliver". Also, thank you for your feedback as this will be reviewed, and the proper course of action will be taken. Thank you for being a valued Digital Only subscriber of the Baltimore Sun.

Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun Customer Service Department at 443-692-9011.

Thank you,
Katina
Executive Resolution Center

Customer Answer
Date: 12/16/2023

Better Business Bureau:

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

Sincerely,

********* *****
Initial Complaint
Date:11/30/2023
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.
I had a digital account with the ********************** newspaper that I extended in the Feb/March 2023 time period for what I thought was an annual subscription. In September I was billed $16.92 which I thought was a renewal but received no information regarding the charge. We were planning a trip out of country so I did not pursue this issue. Upon returning to the US I noticed another two charges for the same amount and contacted the company via email to cancel the subscription without response. I contacted them via phone on 11/28 and was told my "annual" subscription was only for six months, had expired, and the new bill for a digital subscription was $16.92. I was told that I was notified of this pending change before expiration via email. I was also told that there was no record of my email cancelling the subscription which has now been charged for a subsequent month. After speaking with the customer service *** I was told my subscription will end on 23 December 2023 but I will not be getting any refund. I feel the Sun was dishonest in their initial customer support contact telling me I had an annual subscription when I did not. The fact that they said they emailed me but had no record of my email to them also seems bogus since I never received an email and I have a copy of mine. In total I feel the renewal w/o confirmation or at least messages on the account when I entered it are designed to bilk consumers of additional money when they do not stay on top of what is going on. There are many ways the company could have prevented this but they made no effort. This deceptive business practice should be halted immediately.
Business Response
Date: 12/06/2023

December 6, 2023

Our sincere apologies regarding any misunderstanding or frustration regarding your cancelled Baltimore Sun digital subscription.

After reviewing the information provided within this BBB Complaint as well as your Baltimore Sun digital account, it seems there are no notations of prior contact or requests to cancel your subscription. Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed. Please be advised the promotional offer your account was previously on is not an annual offer but an offer for 26 weeks only. Advanced notices are generated two weeks prior to the automated EZ Pay payment of which allow the ability to contact **************** in order to discuss rates and conditions of subscription. As there is a no refund policy which is reflected within the terms and conditions, and digital service was available during these time frames, a refund would not have been processed. Our Terms and Conditions are available on all correspondence and billing statements. For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************. In the interest of fairness, I have processed a refund of the last 3 payments for the total amount of $50.76 which will be processed back to your credit card charged within the next 30 days due to the standard processing times. Also, the cancellation requested on the account will remain for the same discussed stop date therefore you will continue to receive access to the Baltimore Sun until the effective date of December 23, 2023.

Should you have any further concerns or would like to restart your digital subscription, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 12/06/2023

Better Business Bureau:

While I can document that an email was sent initiating cancellation, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:11/27/2023
Type:Customer Service 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 been a home delivery subscriber to the The Baltimore Sun for 30+ years. I have had multiple problems with missed papers and lack of transparency in billing over the years.Currently, I have not received a paper in over a week. I have called multiple times to try to get an explanation, only to be told the standard line of well forward this to the distributor. They also say they can have the paper redelivered, which has never happened once! I try to get a credit issued for the missed paper, but there is no way to know if this happens because they refuse to provide an invoice or allow you to view your account. I have requested an itemized bill only to be told your request will be forwarded to management, but I will not hear a response. The last time I requested this (last week), they said no one has ever asked for this before. I know this isnt true because Ive asked for this many times! Overall, a poorly run business with terrible customer service. I like their coverage of local news and sports, but wish there was an alternative so I could cancel altogether.
Business Response
Date: 12/04/2023
December 4, 2023
Our sincere apologies regarding any inconvenience or frustration regarding your Baltimore Sun home delivery subscription.
Thank you for speaking with me today regarding your subscription. We were able to discuss your account as well as the Terms and Conditions associated with your subscription. Your feedback is valued and will be forwarded of which proper course of action will be taken, if needed. You did confirm that you have been receiving your newspapers as scheduled since your last missed delivery complaint dated November 24, 2023. **************** will send you an itemized breakdown by email from your last bill statement as this is considered a special request as our bill statement format is designated by Management associated with the disclaimers from the Baltimore Sun. This email will be forwarded to you within the next 7-10 business days. Also, in the interest of fairness, I was able to apply additional two weeks of delivery service credits due to this circumstance.
Should you have any further concerns, please do not hesitate to contact our **************** Department at ************.
Thank you, ******
Executive Resolution Center
Initial Complaint
Date:11/20/2023
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 canceled my Baltimore Sun Subscription in June 2023. I have attached a screenshot showing the status of my subscription as "stopped" and a $0 balance. Today, more than 5 months later, I received a charge on my debit card again for $16.92 for a Baltimore Sun Subscription (screenshot also attached). I did not re-subscribe and do not even see my debit card information saved to my profile, so I do not know why I am not only being charged again, but they apparently saved my debit card information even after canceling my subscription.
Business Response
Date: 11/27/2023

November 27, 2023
Our sincere apologies for any inconvenience or misunderstanding you may have experienced associated with the Baltimore Sun.

After reviewing the information you provided within this BBB Complaint and your subscriptions, it seems that you have two accounts associated with your email address. The one cancelled account is for a Baltimore Sun subscription which cancelled effective July 4, 2023 but Account ********* associated with the ******* ******* subscription is active of which the next payment of $16.92 had been applied for the next bill cycle. This subscription was started online on November 17, 2022 for a 52 week promotional digital subscription and $16.92 was the next payment after this promotional offer ended for the next bill cycle. I tried to contact you by phone to discuss and confirm you would still like to continue this subscription. In the meantime, if you would like additional assistance, please contact *** ******* Customer Service at ###-###-####.

Thank you,
Katina
Executive Resolution Center
Initial Complaint
Date:11/03/2023
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.
The Baltimore Sun automatically includes and charges for premium inserts. I have absolutely NO interest in any of of them. I dont understand why there isnt a total opt out option. They charge a ridiculous amount for those issues. It appears they want everyone to go digital but that isnt an option for me. I have no computer or laptop and no email. I would have to try to read the paper on my iPhone mini AND get email. I am 73 and have been a subscriber since 1975. I understand that things change but I shouldnt be forced to buy something I have no interest in.
Business Response
Date: 11/10/2023

November 10, 2023

Our sincere apologies for any misunderstanding or frustration you have experienced with your Baltimore Sun home delivery subscription. Thank you for being a long time valued subscriber.

Your feedback is being reviewed regarding your concern. Please be advised that premium editions are a part of your home delivery subscription and all associated information are included within our Terms and Conditions, disclaimers and all bill statements. Premium charges were implemented to help defray print and delivery costs associated with these special issues that our readers have come to enjoy. Criteria and details regarding these special premium issues are noted on all our Billing Statements and any other correspondence. It seems **************** was able to authorize a one time specific designation for your subscription. **************** will contact you directly to discuss this matter further regarding your subscription criteria within the next 10 business days.

If you would like any further assistance, please contact our Baltimore Sun ***************************** at ************.

Best Regards,
Katina
Executive Resolution Center
Initial Complaint
Date:11/03/2023
Type:Sales and Advertising 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.
We canceled our subscription over a year ago. Multiple times a day we get harassing calls from the Baltimore Sun trying to get us to restart our subscription. This goes on every day starting early in the morning and at times waking people up in the house. I have tried to get the callers to stop but they just hang up on you. This is telemarketing with no end. They will not stop calling.
Business Response
Date: 11/10/2023
November 10, 2023

Our sincere apologies for any misunderstanding or frustration you have experienced associated with the Baltimore Sun.

Your feedback and information provided regarding your request to stop all telemarketing contact is being reviewed. Your phone number will be designated as "Do not Call" and removed from any Telemarketing call listings associated with the Baltimore Sun. Please allow 10-14 business days due to our standard processing times but your request will be expedited due to your feedback included in this complaint.

In the meantime, if you would like to speak with Customer Service, please contact the Customer Service Department at 443-692-9011.

Best Regards,
Katina
********* Resolution Center
Customer Answer
Date: 11/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20816634, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

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