ComplaintsforStar Tribune Media Company, LLC

• Initial Complaint

  10/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Non Delivery on a paid subscription

  

  Business response

  10/11/2023

  
  October 11, 2023 
  
  
  ***************************;
  ******************************;
  ********, ** 55046 
  
  Re: Better Business Bureau Complaint No.: 20690140 
  Star Tribune Acct No.: ******** 
  
  Dear **************: 
  
  *************** to your recent complaint to the Better Business Bureau requesting a refund on a subscription for Premium Digital Access + Sunday home delivery begun on August 22nd. 
  
  Although you have been receiving the Digital Access part of your subscription, we acknowledge that the Sunday print edition is not being delivered. Unfortunately, your address is no longer served on a home delivery route - a fact that you should have been made aware of promptly. Please accept our apologies for our failure to make you aware of this sooner. 
  
  We have honored your request for a full refund of the $82.29 you paid on August 29, 2023. This refund will be processed in the next 7 10 business days. 
  
  Again, sincere apologies for the frustration you experienced with your subscription. We hope that you might consider subscribing to our E Edition which provides an exact replica of the print edition delivered to your e mail box each day. 
  
  
  Sincerely, 
  
  
  
  
  **********************;
  Senior Customer Advocate 
  
  
  
  cc:*******************************, Better Business Bureau of ********* and ************ 
  

  Customer response

  10/11/2023

   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

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2022 I started Digital Only access with Star Tribune. I can't recall the exact dollar amount because Star Tribune has never sent me a piece of **** mail, and e-mail or a phone call. I get a call yesterday 9/13/2023 from a ****************** ***** and ***** that I owe Star Tribune $117.06. I paid that off because I do not want my credit affected by this. I called Star Tribune this morning at ****am to discuss why I was not contacted with an invoice or an acknowledgement of subscription services. **************** confirmed they had my Phone # and E-mail on file but don't use this to communicate. Star Tribune claimed they sent an invoice - I've never seen one in the mail. I've been subscribed to Star Tribune in one way or another pretty much continuously for about 15 years and they wouldn't even call or e-mail me to discuss renewal payments?!Also, the dollar amount seems a lot higher than anything I recall agreeing to. Star Tribune was tricky to deal with in the past when I had them for paper delivery. They tend to intentionally not contact you in any manner that would create objective evidence. I asked the **************** representative on the phone to cancel my service and never re-enroll me in any services without my written approval. Reviewed internet about complaints on Star Tribune billing - seems like one of many and this is how they operate their business.Sorry - I have no documentation to upload because Star Tribune doesn't contact their customers - only through a ****************** ?! Totally unacceptable.

  

  Business response

  09/21/2023

  
  
  
  September 21, 2023 
  
  
  *******************;
  ************************************;
  ***********, ** 55369 
  
  Re:       ** BBB (Better Business Bureau) complaint ID: ******** 
               Star Tribune Acct:  # ******** 
  
  Dear **************: 
  
  *************** to your complaint to the ** BBB filed on September 14th concerning the subscription offer you subscribed to in March of 2022.  
  
  At the time of subscription, this offer contained language indicating that delivery (or digital access) and billing would continue at the end of this term unless you called to notify us of your desire to stop service.  We did not receive any indication of your desire to stop the service. 
  
  Prior to the expiration of this subscription, we mailed a renewal notice to you on 4/3/2022 which contained the reminder that delivery and billing were continuing unless you notified us of your intention to stop service.  Second and third notices were mailed on April 3rd and May 15, 2022 we did not receive stop instructions from you and service continued through the 90-day grace ****** until stopped for non-payment.   
  
  We have honored your request to remove your account from collections activity please know that the Star Tribune does not report activity to credit agencies, so you need not be concerned with any adverse credit consequences.  You will not receive any future correspondence from ***** and ***** on this matter.  Your payment to ***** and ***** was not accepted and as such, no refund is required. As a one-time courtesy, your past due amount on this account has also been eliminated. 
  
  We do appreciate your readership and regret any misunderstanding of the terms of this offer. 
  
  
  Sincerely, 
  
  
  
  
  
  **********************;
  Senior Customer Advocate 
  
  
  CC: *******************************, BBB of ********* and North Dako

• Initial Complaint

  09/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been a loyal Star Tribune print subscriber since 2006, and I want to remain so. About a month ago, my daily newspaper stopped getting delivered. Prior to that, I had inconsistent delivery service for several months. Now I get no paper at all. I live in a regular subdivision in the north metro with a short driveway - this should be a very easy delivery to get right.I have called Star Tribune customer service dozens of times. They are only able to take a message and route it to others. Nobody explains to me the problem. I have emailed the ** of Circulation 6 times in the past month and have never received any response as all. I have emailed the CEO/Publisher and received no reply. Nobody has provided any explanation at all since my delivery service stopped.I do not understand why the Star Tribune chose to stop delivering my newspaper that I paid for. I request that my home delivery restart. If that is not immediately possible, I request a reply to my concerns so that I may understand the steps that the paper is taking to resolve this. Thank you.

  

  Business response

  09/21/2023

  
  
  
  
  September 21, 2023 
  
  **********************;
  ****************************************;
  ***********, ** 55038 
  
  
  Re: Better Business Bureau of ********* and ************ Complaint ID: ******** 
  Star Tribune Acct No.: ******** 
  
  Dear ****************: 
  
  *************** to your complaint to the Better Business Bureau regarding missed and late deliveries of your 7-day subscription to the Star Tribune. You are a good customer, and we regret the frustration caused by the inconsistent delivery service. 
  
  I have contacted our independent distribution agent for your area (St. **** ************** concerning this delivery issue. I understand you have a new carrier on the MondayFriday route, and the paper is being delivered later than desired. Our agent is confident that the new carrier will improve the timely delivery of the extensive route in the near future.  
  
  I have credited your account for 2 weeks of complimentary 7-day service in addition to those credits you have received for papers you have reported as missed. We appreciate your patience while we work toward improved service. Please remember that the 7-day print subscription also includes 24-hour digital access to the news at StarTribune.com.  
  
  Our apologies for the inconvenience you have experienced. We do appreciate your loyal readership!  
  
  Sincerely, 
  
  
  
  
  **********************;
  Senior Customer Advocate 
  
  
  
  cc: *******************************, Better Business Bureau of ********* and ************ 

  Customer response

  09/21/2023

   I am rejecting this response because:
  

  Thank you, Star Tribune, for your response and involvement. I am hopeful that improvement will come soon and appreciate the assistance you provide moving things in that direction. 

  I am partially, but not fully, satisfied with that response.

  I am pleased to say that I started getting delivery of a paper again on Saturday, September 16. Prior to that, my devliery was completely absent, not late.

  But the delivery problem is not yet fully solved, as I should be getting the Star Tribune 7 days each week and the ** Times Friday through Sunday. Your ************* carrier is not doing that consistently, and that includes weekend deliveries in addition to the weekday ones. I have been delivered the ************* on some days and the ******************* on some days, neither of which I subscribe to and neither of which I consider a suitable alternative to the Star Tribune. Today was correct, fortunately.

  I am appreciative of finally getting some traction on work to fix this. I believe your involvement has helped. Hopefully your delivery service doesn't keep telling you that the problem is merely a timeliness one, as that is far from the truth.

  Sincerely,

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

   

  
  

  

  Business response

  09/25/2023

  September 25, 2023 
  
  **********************;
  ****************************************;
  ***********, ** 55038 
  
  
  Re:Better Business Bureau of ********* and ************ Complaint ID: ************* response) 
  Star Tribune Acct No.: ******** 
  
  Dear ****************: 
  
  We appreciate your patience as we train a new carrier on your your route and are pleased that you are seeing progress. 
  
  After sharing your recent experience with the wrong publications being delivered, we have received assurance that our Agent will work with the carrier to get this corrected! 
  
  Sincerely, 
  
  
  
  
  **********************;
  Senior Customer Advocate 
  
  
  
  cc: *******************************, Better Business Bureau of ********* and ************ 

  Customer response

  09/25/2023

   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.

  Thank you to the Star Tribune for working on this. I know that concern is not fully resolved, but I'm glad to finally have some communication moving in the right direction with a clearer understanding of the problem.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There was a Star tribune employee selling memberships for the Sunday paper outside of Cub Foods at *********************************************************************. The employee offered me a ************************* up for a year of Sunday paper and digital access for 80 dollars for the year. I was given the cub card right away. It has now been 3 weeks and I have not received the paper despite calling Star Tribune each week to request my paper. When I spoke to a representative I was also told that I was not eligible for a refund. I was not told my subscription was non-refundable and I believe this is theft by ******* from the Star Tribune.

  

  Business response

  08/17/2023

  August 17,2023 
  
  
  ******************************;
  *********************************************************;
  ***********, ** 55108 
  
  Re:Better Business Bureau of ********* and ************ Complaint ID: ******** 
                  Star Tribune Acct:  # ******** 
  
  Dear ****************: 
  
  *************** to your complaint to the BBB (Better Business Bureau) dated August 14, 2023. 
  
  A refund of $76.80 was credited to your credit card on file on August 14th in addition to the $20.00 gift card you acknowledge receiving. The correct delivery of your Sunday paper was hampered by an incomplete address on file initially. We regret being unable to correct this delivery problem to your satisfaction. 
  
  Our apologies again we hope you might reconsider a Star Tribune Subscription soon.  
  
  Sincerely, 
  
  
  
  
  **********************;
  Senior Customer Advocate 
  
  
  
  cc: *******************************, Better Business Bureau of ********* and ************ 

  Customer response

  08/19/2023

   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

  06/12/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I received the Star Tribune Sunday paper on June 11th, 2023. I did not sign up for it or request it. No one in my household signed up for it. I called today, June 12th, 2023, the representative informed me that they had accounts for not only myself, but also the previous property owners (we bought the property in 12/2016) but also for my father, who died in 2018 and never lived at this property. The Rep told me accounts would be updated and I wo t receive anymore papers. I want help ensuring that the accounts are removed and that I don't receive a bill. Also,how is it, that a company can have my information, create a fake account in my name or my dead father's name? The Star Trib, like the ************** are obviously practicing fraudulent scrupulous business tactics and need be held accountable and stopped. How is it, that in a months time or so, I get papers from both companies? Without ever signing up for them?! I am beyond frustrated to say the least. I do NOT want any communication from the Star Tribune. I do NOT want to receive any billing or be charged for this fraudulent account.

  

  Business response

  06/13/2023

  June 14, 2023 
  
  
  
  ********************;
  ************************************;
  ***********, ** 55092 
  
  Re:  Better Business Bureau of ********* and ************ Complaint ID: ******** 
  
  Dear ************: 
  
  We are in receipt of your Better Business Bureau complaint regarding the unwanted Star Tribune Sunday delivery at your address.  Your request has been forwarded to the field for an immediate stop. 
  
  To be clear, the Star Tribune does not have any product active at your address you should not have received this delivery. Also, the Star Tribune would not bill you for any service you had not consented to. 
  
  We have removed your address from future contact as you wish.  Our apologies for the inconvenience you experienced in resolving this matter.   
  
  Sincerely, 
  
  
  
  
  **********************;
  Senior Customer Advocate 
  
  
  cc:        *******************************, Better Business Bureau ********* and ************ 
  
  

  Customer response

  06/14/2023

   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

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been having issues with the delivery of the Star Tribune Sunday paper since February of this year. I have called, submitted complaints and have been contacted by 2 separate companies that deal with issues, as it seems the Start Tribune is too important to handle such things.Up until today (have now cancelled subscription), I subscribed to the Saturday and Sunday delivery. The Saturday paper has not had any issues being delivered, but Sunday is a different story. 7 of the last 12 weeks I've had to enter a complaint to get my Sunday paper delivered. I've been told that the person delivering the Saturday paper is the same as for Sunday, so I fail to see why I can not get a consistent delivery.Maybe it is due to the Start Tribune using 2 different 3rd parties to handle their issues (Zendesk and APGCM) and Star Tribune never gets notified of issues.Regardless, I thru with dealing with this company. Even ******* seems to have better support because they at least eventually solve the issues.I have called to cancelled my subscription this morning. Most likely another 3rd party company as well.

  

  Business response

  05/29/2023

  
  May 30, 2023 
  
  
  ************************;
  *********************************;
  *********, ** 55330 
  
  Re:Better Business Bureau of ********* and ************ complaint ID: ******** 
  Star Tribune Acct No.: ******* 
  
  Dear ********************: 
  
  *************** to your recent complaint to the Better Business Bureau regarding the poor home delivery service of the weekend Star Tribune. I am disappointed to learn that we were not successful in correcting this ongoing problem. 
  
  We continue to battle persistent post-Covid carrier shortages in the greater Metro. Although we successfully home deliver over 99% of our product each day, we acknowledge the frustration caused by persistent people shortages. As digital news continues its ascent to the primary news delivery vehicle, it becomes more difficult each year to home delivery routes in the manner we were once able to. 
  
  After speaking with the Agent serving *********, it seems that the weekend route serving your home was open and being delivered (late) but substitute carriers after the completion of their regular routes. 
  
  Again, our sincere apologies for the frustration you experienced with your subscription. 
  
  
  Sincerely, 
  
  
  
  **********************;
  Senior Customer Advocate 
  
  
  cc:*******************************, Better Business Bureau of ********* and ************ 
  

  Customer response

  05/31/2023

   I am rejecting this response because:
  
  It seems that my Sunday paper was only delivered after i had entered a complaint via StarTribune web site.  If I did not enter a complaint, it was not delivered at all.  I was receiving my Saturday paper without any issue.  Someone at the StarTribune told me that the weekend deliveries are completed by the same person.  So it make no sense why I can get the Saturday delivery without issues but Sundays paper is not delivered 60% of the time in the last 3 months.  Blaming this on Covid is just a lazy excuse.

  If I wanted the digital option i would have ordered this.  Some people still enjoy reading ************** the old fashion way.  To suggest that the e-delivery is the way of the future is just insulting.  So I suppose books and libraries will now be closing in your way of thinking.  

  

  Business response

  06/02/2023

  June 2, 2023 
  
  
  ************************;
  *********************************;
  *********, ** 55330 
  
  Re: Better Business Bureau of ********* and ************ complaint ID: ******** 
        Star Tribune Acct No.: ******* 
  
  Dear ********************: 
  
  Regarding your thoughts and concerns presented more recently in your complaint to the Better Business Bureau it is true that your Saturday and Sunday papers were being delivered by the same person. Because the route serving your home is presently unfilled, this carrier was covering this unfilled route after completing their own. Because Sunday routes are much larger than those on Saturday, the time he was able to complete the route was later than Saturday. Your online complaint was not triggering redelivery, rather, the route had not yet been completed at the time you were entering the complaint. 
  
  With Star Tribune recruiting support, our Agents are working tirelessly to retain carriers in a competitive job market and recruit additional carriers to the ranks. We do acknowledge and apologize for the frustration you experienced with Sunday delivery times. 
  
  
  Sincerely, 
  
  
  
  **********************;
  Senior Customer Advocate 
  
  
  cc:   *******************************, Better Business Bureau of ********* and ************ 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for (2) 26 week subscriptions for the Star Tribune at a Minnesota Wild game on March 24, 2022 with separate email addresses. I was not informed at the time of sign up that my subscription would auto renew. I never set up an online portal and all Star Tribune emails were sent to my spam folder. To my surprise I received a letter from a collections organization on 4/17/2023 indicating that I owed the Star Tribune organization $93.16 from an auto renewal as of September 25, 2022. I am extremely disappointed since I was not informed that the subscription would auto renew at the time of the initial subscription purchase. I also paid $1.25 per paper with the initial subscription for a total $32.50 for 26 weeks. It is outrageous that I got charged nearly 3 Times as much for a 4 month subscription!I am requesting a refund for this auto renewal charge that occurred without my consent.

  

  Business response

  04/19/2023

  
  April 19, 2023
  
  
  ***************************
  ******************************************************************
  
  Re:       ** BBB complaint ID: ********
               Star Tribune Acct:  # ********
  
  Dear ****************:
  
  *************** to your complaint to the Better Business Bureau filed on April 18th concerning the introductory offer you subscribed to in March of 2022.  I regret the misunderstanding of the terms of discounted offer you subscribed to.
  
  Our introductory rate offers (including the offer you accepted) disclose that delivery (or digital access) and billing will continue at the end of this term unless you call to notify us of your desire to stop service.  Our renewal notice sent prior to the expiration of this offer on September 4th, also carried the reminder that service would continue unless you indicated your desire to stop.  Subsequent invoices with the same message were also sent to you on October 9th and November 6th without any indication from you to stop service.
  
  Although we disclosed the terms of this offer, I trust that you did not fully understand them and have attempted to provide clarification to avoid any future misunderstanding.  A refund of $93.16 will be posted to your credit card on file as a one-time courtesy. (The refund will process tomorrow allow 14 days for bank processing) please). Your account was also removed from collections the Star Tribune does not report retail collections activity to credit bureaus, so you need not be concerned with any adverse consequences in this respect.
  
  We do appreciate your past readership of the Star Tribune and regret the misunderstanding of this offer.  We also hope that you might re-subscribe to the Star Tribune at some point in the future.
  
  
  Sincerely,
  
  
  
  
  
  *************************
  Senior Customer Advocate 

  Customer response

  04/19/2023

   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

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for a one year ********* Star Tribune subscription. I subsequently decided not to renew. Several months after our subscription expired, I received a letter in the mail from a collections agency stating that I owed $115. This makes no sense because I never renewed my subscription!

  

  Business response

  04/19/2023

  
  
  
  April 19, 2023
  
  
  *********************************
  3401 ********
  Minneapolis, ** 55408
  
  Re:       ** BBB complaint ID: ********
               Star Tribune Acct:  # ********
  
  Dear ************************:
  
  *************** to your complaint to the ** BBB filed on April 7th, concerning a stop in service and subsequent collections activity on your Star Tribune Premium Digital Access plus Sunday home delivery account.
  
  Your last payment of $313.56 in the amount of $146.13 paid for service until September 25, 2022.  Prior to the expiration of this term on September 4th, we sent the first of three invoices reminding you that service was continuing through a 90-day grace ****** unless you contacted us to stop service. You have previously taken advantage of this grace ****** in continuing service pending payment. Second and third notices were sent on October 9th and November 6th containing the same reminder as digital access and delivery continued.  Having not received payment from you, service was stopped after this 90-day grace ****** on January 14, 2023.
  
  We have removed your account from further collections activity.  Please know that the Star Tribune does not report activity to credit agencies, so you need not be concerned with any adverse credit consequences.  You will not receive any future correspondence from ***** and ***** on this matter.  As a one-time courtesy, I have also written off 50% ($57.74) of the past due amount of $101.86.  The remaining balance of $57.74 must be paid before any future Star Tribune service can be reinstated. 
  
  We appreciate your past readership and truly hope that we continue that relationship once the remaining balance is satisfied.
  
  
  Sincerely,
  
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  CC: ***************************, BBB of ********* and ************
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I recently resubscribed after not having it for some time. Its a good product with good journalism and I wanted to start receiving it 7 days a week. Delivery is so bad Its like I didnt even subscribe. My delivery was supposed to start Friday the 17th, and after 5 days I have still received nothing. The customer support told me it would be escalated, they told me it would be redelivered. None of that was true. I dont want to be lied to I want the product I signed up to receive. Its disappointing.

  

  Business response

  03/29/2023

  
  
  
  February 29,2023
  
  
  ***********************
  *******************************************************************
  
  
  Re:          Better Business Bureau Complaint No.: 19628120
                  Star Tribune Acct No.: ********
  
  Dear ****************:
  
  *************** to your complaint to the Better Business Bureau regarding poor home delivery service of the Star Tribune. Your decision to stop service as a result is disappointing, but understandable.
  
  The environment for recruiting and retaining 3rd shift carrier help remains extremely challenging. Our ************ area distributor *************** has been particularly hard hit with carrier loss. Although we manage to successfully deliver 99% of our product each day, often under difficult travel conditions, we acknowledge the frustration caused by persistent people shortages.
  
  Your full refund was processed  on 3/28/2023 and should be received over the next 10 14 days. We appreciate your kind words concerning our news operation and presentation and wish to offer you 30 days of complimentary Premium Digital Access to the Star Tribune. This offer can be taken advantage of by calling our **************** line at ************ by May 1, 2023.
  
  Our sincere apologies for severely testing your patience with our East Side delivery service and hope you try and enjoy our digital delivery product.
  
  
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  
  cc:           ***************************, Better Business Bureau ********* and ************

  Customer response

  03/29/2023

   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

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since moving to ****** at end of Nune 2022, I have not received my paper on a consistent basis. Each week Id call in for redelivery of a missed paper or have to ask for credit. The paper if it did arrive would come between 10;30 - 11:30 am. This past week, the paper would not even be redelivered when I called in to report and request a redelivery. The customer service is a joke as they tell me they are working on fixing the problem and never do.

  

  Business response

  03/22/2023

  
  
  
  
  March 22,2023
  
  
  *******************
  *****************************
  ******, ** 55315
  
  Re:          Better Business Bureau Complaint No.: 19623481
                  Star Tribune Acct No.: *******
  
  Dear ****************:
  
  *************** to your recent complaint to the Better Business Bureau regarding the poor home delivery service of the Star Tribune.  I am disappointed to learn that despite your many calls, we were not successful in correcting this ongoing problem.
  
  We continue to battle persistent post-Covid carrier shortages in the ** Metro area.  Although we manage to successfully home deliver over 99% of our product each day, we acknowledge the frustration caused by persistent people shortages.  As digital news continues its ascent to the primary news delivery vehicle, it becomes more difficult each year to home deliver routes in the manner we were once able to.
  
  We have honored your request to refund the amount on account of $91.14.The refund is processing today and should be received in the next two weeks.
  
  My sincere apologies for the frustration you experienced with your subscription.
  
  
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  
  cc:           *****************************, Better Business Bureau ********* and ************

  Customer response

  03/23/2023

   I am rejecting this response because:
  I dont have an account with them to credit to a bank account.  How will I receive the refund?  By check?   Given all the issues over the past nine months, I would request a refund of the whole amount I have paid - $249.24 as I doubt I received proper credit for so many missed paper delivery days.  There has been many!
  
  

  

  Business response

  03/29/2023

  
  
  
  
  
  
  
  
  March 29,2023
  
  
  *******************
  *****************************
  ******, ** 55315
  
  Re:          Better Business Bureau Complaint No.: 19623481
                  Star Tribune Acct No.: *******
  
  Dear ****************:
  
  Your refund on the above referenced account was processed yesterday (3/28/2023). The refund check will be mailed to your home address over the next two weeks.  In 2023, prior to stopping service, you received $45.49 in credits to your account for papers you reported missing. Prior to issuing this refund, we added an additional $15.00 in credit (total of $60.49 in 2023) as a courtesy. The total amount of your refund will be $106.14.
  
  Our apologies again for the inconsistent subscription delivery you experienced.
  
  
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  
  cc:           ***************************, Better Business Bureau ********* and ************

*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. ↩