ComplaintsforThomson Reuters
Computer Hardware
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Complaint Details
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Initial Complaint
05/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a membership with Thomson Reuters (TR) Acct#**********. I've been a long-term client of TR. I thought I was doing a search in the IL *********************. I accidentally did the search in TR. I went out of plan and now TR wants to charge me $3,156.00 for this mistake. TR could easily block users from going out of plan. Rather, what they do is use out-of-plan charges to renegotiate extended contracts with their clients.I am dealing with *****************************, Account Executive, at TR. He's trying to use my mistake as an opportunity to upsell me on an extended contract. I have never been happy with TR's services. I do not want to extend my existing 3-year contract. I want TR to credit my credit card $3,156.00. TR charged my credit card this fee even though I was trying to work out a solution with them.Business response
05/22/2023
We have worked with the customer to resolve this issue - we are waiting for to confirm resolutionInitial Complaint
04/15/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 31, 2023, I contacted Thomson Reuters via phone, regarding cancelling my subscription. I wanted to cancel my subscription, since my employer Cook County Public Defender was offering the same subscription free of charge to employees. I spoke to a customer service representative at length was prompted to follow up online regarding cancellation, and to send an email, all of which i did. I was told the business would review my request for cancellation. As of March 31, 2023, despite repeated attempts on my end to cancel, the subscription Thomson Reuters claims they have no record of cancellation and continue to bill me for a duplicate subscription. I just want to cancel the individual/prior subscription and not be billed any further. Copying and pasting email correspondence with the Business:Business response
04/25/2023
We have worked with ***** to resolve this complaintCustomer response
04/27/2023
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.Initial Complaint
04/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
HarrasmentBusiness response
04/13/2023
Tried calling the number in the complaint and emailing the email address to get more information about what types of contact are at issue. Voicemail was full on the phone number and I have not received a response to my email.Initial Complaint
03/29/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Signed up for listings with a several of their sites. We got zero good leads from any of their sites. They are extremely responsive when they want to sign you up and lock you into a contract but when you have an issue and their strategy is not working they disappear and send me to a call center in *************** who I can barely understand. I need to speak to someone who can actually help and issue a refund as this is not working at all.Business response
04/10/2023
Weve attempted to talk through the performance of your products and review the 104 leads youve received, but you have been unwilling to do so. Your products were working and performed well, we cannot offer you a full refund considering everything was working as intended. However, we would love to have a conversation about this, review the performance of your products, and help in anyway we can.Initial Complaint
03/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been long time customers of Thomson Reuters with little complaint.In this case we were having an issue with the Reset Password function in the Fixed Asset CS system. I contacted support. After spending a lot of time with support, I was told that this feature does not work. We cannot use the feature that is part of the software. I was given a different website to go to and I was told we had to use this website. Not ideal, but ok. Then I received a bill because we called support. I contacted our Client Executive to ask why if the Reset Password feature in the software does not work, and the reason I called support is because it does not work, why are we being billed for support. I would not have called support if the Reset Password feature worked. The Client Executive said that the feature will not work for our firm because we do not use the ************** (first I am hearing about **************). I said you just told me the feature does not work for my firm, this is the reason I called support and you want to charge me because the Reset Password does not work. He said it works for other firms, not for you, pay the invoice.Business response
04/04/2023
We left a voicemail and sent an email today to confirm with the customer that this issue has been resolved.Initial Complaint
03/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I AM SUBSCRIBED TO SaaS or software as a service. The service has been down 3 days, March 7, 2023, March 13, 2023 and again today, March 14 2023. They do not respond to phone calls. No supervisor can be reached and I am unable to work now for 3 days. I have over $12,000 in billing that should have gone out, but unable to do so with constant outages. Someone needs to be held accountable as this is crippling many tax practitioners. I want a credit in the amount of what I lost in billing, over $12,000. Time is what the tax preparation business is all about, once lost, it cannot be regained. Apart from all of this, this is happening on the day before the deadline for corporate tax returns/extensions, March 15, 2023. Please assist however you can. This and customer service, phone calls for technical support have all degraded over the past 5 years and they have now farmed out their support to ***********.Business response
04/03/2023
*************************** is working to arrange a time to discuss this matter with ******Customer response
04/03/2023
I am rejecting this response because: ***** has sent me ONE email and has yet to follow up with any advice or any mention of compensating the firm for any of its lost revenue. He sent ONE email and I have not heard from him since. The date of the email was 3/15/2023 at 5:59pm as he was exiting the office. Hardly an attempt to resolve the situation. The entire organization of Thomson Reuters is dismissing this as if they have no recourse to us users. This will not be tolerated and we need your help.Initial Complaint
02/04/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
There is court case which has been sealed on your website:************************************************************************* I kindly ask for this court case to be removed from your website as it contains sensitive personal information about my person, and again it should have been removed. Please I kindly ask for your cooperation in removing this information from your website. Thank youBusiness response
02/15/2023
We have attempted to reach ******* to explain why this case does not meet the criteria to be removed but the voicemail has not been returned.Customer response
02/16/2023
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.Initial Complaint
01/02/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
I contacted Thomson Reuters in May of 2022 to cancel a subscription I had with them. The subscription was for "practical law," a tool used to help practicing attorneys perform legal research. Thomson Reuters replied on May 30th asking me to submit a cancellation request that included either "a copy of the Articles of Dissolution filed with the state or request on firm letterhead outlining the dissolution and post dissolution plans." This was impossible for me to do as I do not have an established firm within the state. Thomson Reuters was aware of this when I first signed up for their service. I was not working on behalf of any law firm, but was only acting in my independent capacity as an attorney. I replied on June 1st that I wished to proceed with the cancellation and provided my reasons for needing to cancel. I have the right under the terms of the contract to cancel. Thomson Reuters has sought to deny this right because I could not submit the aforementioned articles of dissolution or official firm letterhead. I have contacted them seven times over the past seven months, trying to get them to cancel the service. They have refused to do so and have continued billing me for the service despite the fact that I have not made use of it and have clearly and repeatedly expressed my desire to terminate the service, as I am allowed to do under the contract. I have fully paid up to the point of cancellation. I should not owe them anything at this point. However, they are attempting to bill me for over $1300. I request that this debt be settled and that Thomson Reuters honor my original cancellation.Business response
01/24/2023
We have resolved this complaintCustomer response
01/25/2023
I am rejecting this response because:
Hi ******,
My name is ***************************. I filed complaint #********. I am following up on the business response I received. Their response simply states "we have resolved this complaint." I have received no documentation from Thomson Reuters on this issue and in fact, they tried to bill me for the full amount that I am disputing as recently as January 17th. Can I get some clarification as to what is meant by "we have resolved this complaint"? Do I no longer owe them any balance?
Thank you,Business response
01/26/2023
We have been trying to reach you by email and phone to discuss. ******************** is the customer service rep that has been attempting to reach you.Customer response
01/31/2023
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.Initial Complaint
12/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I *******. I signed up for a 12 month CPE self-study package last year. ******** Reuters invoiced me for an additional 12 month subscription even though I never signed up for an additional 12 months. Now they are sending me past due invoices for a subscription I never ordered and don't even have access to. I tried calling their billing department and waited on the phone an hour before giving up trying to reach someone at the company.Business response
12/22/2022
I believe we have a resolution to this complaint - just waiting to reach the customer to confirm.Customer response
12/22/2022
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
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I used the ************* service for only a month and cancelled it. They proceeded to continue to charge me for a service that I did not use. Im being forced into a contract without my consent. I do not have the funds to pay for this service.Business response
10/17/2022
We have worked with the customer to resolve this complaint.Customer response
10/17/2022
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.
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Customer Complaints Summary
85 total complaints in the last 3 years.
32 complaints closed in the last 12 months.