ComplaintsforThomson Reuters
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Complaint Details
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Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
To Whom it may concern: I had been a client of WestLaw/Thomson Reuters for years. Near the end of my contract year this last year, a representative of WestLaw/Thomson Reuters reached out to me to renegotiate my account, offering new services/new prices, etc. I indicated to the representative that I was downsizing my practice and did not want to create more costs, but rather less, so I told the representative I wished to close my account. He then stated that I had to write a letter specifically indicating that I wished to close my account. I wrote the letter as requested.I later received a bill from Thomson Reuters indicating that my account was NOT closed. I called the representative and asked why. He said he would look into it for me. I then received an email from a different representative telling me that I had not closed my account soon enough before the end of the year, and that it was their practice to assert the ENTIRE value of the next year's worth of contract. They are billing me monthly. I have reached out numerous times by phone and email, with no response from anyone, other than to continue to send me bills.I am now not using the product, I am being billed for the product I am not using, and I have no ability to communicate with anyone who has any say about the unreasonable way I am being treated, purely out of greed on the part of Thomson Reuters. Apparently, this is not unusual, and many other customers have suffered this kind of treatment and aggressive and unreasonable stance by the company.C ******* Account **********Business response
07/01/2024
This matter has been resolved.Initial Complaint
06/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I subscribe to a legal research service called Westlaw, operated by Thomson Reuters. I signed a new contract with Thomson in the fall for $473 a month. In early 2024, I signed up for Thomson's generative AI site called Co-counsel, which was $200 a month which was supposed to be added to my bill. The charges go on my American Express. I discovered recently that Thomson was overcharging me by $473 and had been for several months. I complained. I received an email apologizing and promising resolution, but my last credit card statement showed I was overcharged twice more during the last billing period. I opened a support ticket with Thomson on Monday. I received an abjectly meaningless response tonight. I disputed both charges on the current statement, but there is another that includes a prorated amount from March. I want an immediate refund of the amount I was overcharged and re-assurance from someone with a clue that it won't happen again.Business response
06/24/2024
This issue has been resovledCustomer response
06/25/2024
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.Thomson Reuters reached out to me privately and resolved the dispute to my satisfaction.
Thanks,
***************************
Initial Complaint
04/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Remove this listing immediately. Contains personal information ************************************************************************************************************************************************************************************************************************************************************************************************(sc.Default)Business response
05/06/2024
We have attempted to contact ********************************* by phone and email to discuss his complaint and provide information on how to request removal of information in our databases but haven't gotten a response from him yet.Initial Complaint
04/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
We retained Thomson Reuters to do our website. At all times during the process we made it clear and Thomson Reuters confirmed that the website would be easily transferrable. Upon terminating the contract, Thomson Reueters has now confirmed that there is a significant amount of proprietary code which prevents the website from being easily transferrred wihtout many hours of work. Everyone involved with Thomson Reuters when we set this website up made it clear and agreed and affirmatively represented to us that the process would be an easy transition. Such was apparently a false statement. Unfortunately all 4 people on that initial team have since left Thomson Reuters, and Thomson Reuters refuses to keep its promises. Such is an extremely unfortunate end to a process we had hoped would be much better.Business response
05/02/2024
We contacted ****************** and have resolved the issue.Customer response
05/02/2024
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.Initial Complaint
04/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 6, 2024 I purchased for Thomson Reuters (TR) a copy of Criminal Law for ***** as part of their Practice Series. The price with all taxes, shipping etc. was $331. I have purchased from TR in the past and have had no problems with it.When I checked my bank account April 7, 2024 I saw that TR had charged my card SIX times, all for the same amount. Said charges were shown as processing so they hadn't posted.Concerned I called them April 8, 2024 (a Monday) and spoke to *****, who assured me that those were authorizations and that they would drop off. Believing that to be the end of it, I called my bank thereafter and notified them of the situation. Later on the same day, I checked my balance again to discover that TR had charged my card AGAIN, FIVE TIMES! bringing the total to ELEVEN. That is a total of $3641 for which I authorized only $331. I understand sometimes companies bill for an authorized amount and that mistakes happen. But what TR either doesn't understand or doesn't care about (I believe the latter), is that when they process your card, the amount is missing from your balance. In other words, TR has taken $3310 from my account without authorization, five times since I called and thought it had been resolved.I demand restitution of the amount taken illegally and in violation of any agreement between TR and I and compensation for my time and the stress caused by this awful and deplorable experience. If said refund does not occur within 24 hours I will be pursuing civil and criminal means to obtain relief under the law.Business response
04/11/2024
This issue has been resolved.Initial Complaint
04/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They have embezzled thousands of dollars from my business checking account. First, by "auto-renewing" a prior contract WITH material changes in price increase with only three-days notice of a looming auto-renewal. (10-28-2022) When I promptly told them not to auto-renew they told I needed to notify them "30-days" prior so they were renewing the contract anyway. I then told them in writing via email to my rep not to auto renew this new contract they slipped in on me (giving them a full years notice not to auto renew) and I wasn't agreeing to any material changes in price (****** a month.) They applied the increases anyway. When this new contract they ambushed me with expired on 11-1-2022 they auto-renewed me again with NO NOTICE WHATSOEVER and in spite of my prior written notice to cancel it upon expiration. It wasn't till the end of march, 2024 I discovered they were still pilfering large sums of money from my bank account. I have called this to their attention and demanded a refund of the ill-gotten gains they have taken from my bank account now totaling $3,745. (And this doesn't include the money they took with their first auto-renewal they did without meaningful notice.) Their response is to tell me I am still under this bogus contract I told them to cancel a year in advance until October. Not only are they not going to return the money they have wrongfully taken, they plan to continue doing so. They know what they are doing is wrong and they're doing it anyway! Once these people get ahold of your credit card number (just like the sleazy **** and fake ****** sites you read about) they will make it impossible for you to cancel and rob you blind!Business response
04/16/2024
We believe we have a resolution to this issue but still need to speak to the customer to confirmInitial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They wanna force me to pay $200+ a month for 3 years, i dont have the money for it.Business response
03/15/2024
This issue should be resolved but waiting for a response confirming from the customer.Customer response
03/15/2024
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.Initial Complaint
02/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was a loyal customer and user of ************************* for many, many years. I am a solo and needed to reduce my monthly subscription cost upon renewal, I met with a representative and he told me that my subscription could be renewed at a lower monthly amount and that he would send me 2 quotes. I never received them. My account auto-renewed at a higher rate. He never responded to my emails. I had to use an old meeting request and scheduled another meeting with him. He told me he would get me the quotes and that my account would be credited retroactively for the difference. Never happened. I never heard from him. I also got no response from my account representative. I was then informed by someone else that the renewal options were "misquoted." Now Westlaw will not cancel my contract even though THEY completely failed to properly renew my account. Their customer service is terrible and they obviously do not care about the loss of my business, but they still want me to pay.Business response
02/22/2024
This issue has been resolvedInitial Complaint
02/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
This company sold me a 12-month subscription in 3/23. In 9/23 they decided to charge me again for the same subscription, at a higher price, and sent a past due notice to an email address I've never heard of. They then quit sending me the product I purchased in 3/23 and created a fake bad debt write-off for the second subscription I never purchased. This company took over our treasured FLRC courses and does them great dishonor with such awful product sales. I spent two hours on the phone this morning, got the matter cleared up, I guess, but they still will not let me buy materials from them based on the fake write-off they took in 11/23. I am concerned that they sent my private information to an unknown third party and have created fake transactions in my name.Business response
02/20/2024
We are still working with the customer on a resolutionCustomer response
02/20/2024
I am rejecting this response because: the company advised me that they improperly sent my account to collections but has not provided a remedy, I have subscribed to FLRC products for over thirty years and I am not a "high risk" person who should be chided on my credit report for bills never to sent me for products never received - my personal information was sent to an unknown third party - we've spent way too much time on the phone already and they are not following through - what we've got so far is a lot of confusion on their part - my wife walked them through all of the documents and they're clueless.
My remedy appears to be to contact Judge ***************** at FLRC and advise that, although I have treasured the publications and used them strategically in my practice, I will no longer be subscribing due to the fraudulent activities of the distribution company. FLRC is a highly reputable company and it is sad to see this done to them.
Initial Complaint
12/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I has a subscription. However, when I was admitted for my mental health care I did not renew my subscription in July 2023, because I did not know when or if I would be released from treatment. Nevertheless, after repeated request to stop, I am still receiving past due notices. I have not use the services since I canceled and do not understand why I am being billed. I have not been able to rectify this issue on my own and need BBB help.Business response
01/04/2024
This matter has been resolvedCustomer response
01/05/2024
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.The company has swiftly resolved my complaint. Please update the records. Thanks.
Complaint ID: ********
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Customer Complaints Summary
82 total complaints in the last 3 years.
36 complaints closed in the last 12 months.