ComplaintsforThomson Reuters

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had called Thomson Reuters last year to cancel all subscriptions which they told me they had done. I received an invoice in the mail for 2 boxes that I did not order. Invoice date is 12/19/2021. I called the company to tell them I didn't order this. I held on the phone for more than 30 minutes to have someone come on the phone ask me how I'm doing and when I said I was calling regarding something I didn't order they hung up the phone. I called back and pushed the option to return an item, the computer then stated there was no item that qualified for a return even though the invoice says you have 45-days. We still have not received the item from USPS. According to the FTC, you do not have to pay for items that are sent to you without your authorization, I figured I would be nice to call this company and try to work it out but if this is how they want to handle their customer service, I'm not sure what there is left to do. I will tell you that we are not paying this bill.

  Business response

  01/19/2022

  We are working with the customer to resolve this matter

• Initial Complaint

  01/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Thomson Reuters has been emailing me that I owe them money. I have emailed them back saying that I do not owe them anything since I have not ordered any product or service from them and have not used any of their products/services and for them to correct their records. Today, I received an email from one of their debt collectors attempting to collect. Despite my previous emails to them, Thomson Reuters has not resolved the issue. I am copying and pasting below the latest email I received from them:This is an attempt to collect a debt, by a debt collector. Any information obtained will be used for that purpose.Creditor THOMSON REUTERS Creditor Account Number ********** Balance Due ****** Reference Number ******* We have tried to contact you without success.Please contact us immediately at ************.You may contact us by replying to this email, calling our office, or by choosing one of the payment methods below.WireBeneficiary ********************************. *********************************** Account # ********* Routing # ********* Swift # EASRUS3B Bank ************ ************************************ Attention Eastern Bank/****************************/1004241678 /******* Sincerely yours,************************* ***********************

  Business response

  01/21/2022

  We are working with the customer to resolve this matter

  Customer response

  01/21/2022

   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

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had signed up with Reuters beginning in January of this year. Things were fine until I needed help from tech and customer service. I had my site configured by them to post news. They directly controlled the posts. Things were fine with them until there was a problem.  As a huge company I would think customer service and technical help would be there for you if issues arise.  Well I had and now still have a huge issue costing me a small fortune. I was notified by Google that I had duplicate content.  Over and over Reuters had some glitch where they posted many of the same articles daily over and over on my site.  Google saw this as duplicate posts, which obviously they were. I called customer service over and over to get help in fixing the issue.  Google said I had to stop it. Reuters never returns calls. I emailed tech, no answer and getting help just wasn't there. Then, Google ana;yltics shocked the hell out of me. I went from 3K to 8K visitors a day from Google alone down to 200-400.  The duplicate content (sometimes 3 of the same articles were directly posted to my site by Reuters by their technical people. Since I could not get them to help and stop the offending content, I cancelled the service back in June. I had to discontinue the whole subdomain since it was set up just for Reuters.  Paying them for news and getting my search engine ranking destroyed just for using them basically was insane. I paid them over 6K to destroy my traffic for months and finally said enough.  Now I have to pay many thousands of dollars a month to get the same traffic I had before the massive amount of duplicate posts.  So not only did I pay over 6K for their news, but I lost my major source of marketing and the site crashed in income, giving me huge losses in current income and growth. I was told I could sue and may go that way, but I really want a refund now and will put it all behind me.  They have cost me many tens of thousands in losses and growth. 

  Business response

  01/19/2022

  We are working with the customer to resolve this matter

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Thomson Reuters has continued to charge me a $250 monthly charge despite 4 documented (and "confirmed") instances of me requesting my subscription be cancelled.

  Business response

  12/08/2021

  We have worked with the customer to resolve this matter

  Customer response

  12/08/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16330619, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I do not receive access to services for which I an entitled to receive per my contract. In November, 2020, I entered into a three year agreement with Westlaw to get Classic Westlaw with PeopleMap(Public Records). Since that time, I have had numerous problems accessing my supposedly included content. I have not been able to get access to the Public Record Searches for months which are essential in the type of work that I do. I went through a background screening and other "credentialing" which was supposedly finalized in March, but to date I have NEVER been able to obtain a true data report for People Map or Public records despite paying for it over a year. Today, I tried again, and was directed to enter a two-factor code from an authenticator app, even though previous two-factor worked through email just fine. I download the app and there is still no way to access a code to it. At this point I am very frustrated as I don't have time to run my business and be on hold for long periods of time without a resolution. I believe this is a direct breach of the services that I have paid for and am entitled to receive. Today I was on the phone for over an hour to resolve this issue and no one could tell me what's happening at all. The CSR attempted to get Technical Support to address the issue which again did not work because when they attempted to walk me through logging in then it came back that I have to have credentialing - which I have already done more than months ago! The Tech CSR could not do anything else and said it had to go through credentialing. This is the second time I have filed a BBB Complaint about my experience with Westlaw and the lack of access to contracted services. At this point I want to terminate my contract and file a complaint with my state's AG because it is clear that I am paying for access that I am am unable to receive.

  Business response

  12/06/2021

  We are working to speak to the customer regarding this issue but haven't been able to find a time that works yet.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a solo attorney and have had a Thomson Reuters account for over 12 years. Acct: 1000142438. I mailed TR a cancellation of my subscription 32 days before the end of the subscription period. TR refuses to honor my cancellation notice because it changed its cancellation period in 2018. This change was never brought to my attention at the time I was asked to renew. Although many prior reps had thoroughly discussed the 30-day cancellation period assuring me that I could always cancel so long as it was 30 days in advance and that they would contact me before then anyway to discuss further renewal. In 2018 while I was very busy, the rep contacted me and asked that I sign for a renewal. Having already read and discussed the TR agreement numerous times in years past, I agreed to renew what I had previously agreed to: an agreement that could be cancelled prior to 30 days before its expiration. At that time, the rep failed to inform me of any changes to the agreement but asked me to “renew.” Now TR tells me that it changed the notice period from 30 days to 60 days and that I am automatically subject to a further renewal at a yet greater price, and what’s more, TR informed me its product is now provided through a foreign entity and that I should incur professional fees to determine whether I have yet more exposure for unknown, undesired, and costly service that my small firm can no longer afford in this pandemic environment. My courteous and direct correspondence and TR’s insincere self-serving nonresponsive replies are attached. Note that TR’s current rep has offered to trim my subscription by removing items that I have never used. I want to terminate the ENTIRE subscription and have no desire to have any further business relationship with this unscrupulous deceptive and greedy company. Thomson Reuters manifests the exact opposite of every principle that the BBB stands for and evidences a complete absence of a moral compass or sense of honor.

  Business response

  11/17/2021

  We are working with the customer to resolve this issue.  

• Initial Complaint

  09/08/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My solo-practice contracts with Thomson Reuters/Westlaw Forms and PeopleMap. They contacted me in July 7th, quoting me for the following: 12 months: $394.43; and 36 months: $383.16. I responded on July 11th (I had just returned from overseas) and stated that I would like to enter into a 36 month agreement at the rate of $383.16. I never received a contract or any response back from this representative. In August I was billed at the rate of $396.94 NOT MATCHING ANY OF THE ***** I WAS QUOTED and NOT what I had agreed to. I asked why the difference in the 12 month quote. I was told it was based on MA tax, which had not been included in any rate discussions. Now in September I am being charged $401.94!I They ignored my request for a new contract with a lower rate and have decided to unilaterally increase the price based on banding language in the previous contract. The new price(s) was not negotiated and I am not in agreement to the terms. This is fraudulent and bad faith dealing.

  Business response

  09/16/2021

  This matter has been resolved.

  Customer response

  09/20/2021

   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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