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Complaint Details
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Initial Complaint
05/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My credit car is billed each and every month for seven day home delivery. I have had this arrangement for many years. It is a six day paper and no paper on some holidays currently. An auto accident took out the mail boxes and my Citizen Times paper box at the end of my driveway May 1, 2024 at 8:30pm. I have not received a paper since the accident. I contacted customer services several times instructing them to throw it in the driveway. I have paid for a paper tube from Citizen Times which my take a few days to receive. All I want is my paper as promised for my payment. They say they have issued some credit but I want my paper delivered. That is what I expect.Initial Complaint
02/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
This complaint is in regard to non-delivery of the Asheville Citizen Times paper edition to my home. In the last 10 days of delivery, we have not received our paper. We have submitted on-line alerts/feedback each time to them, called customer service 5 times, and initiated live chats 4 times. Despite these efforts and their agents guarantees that our issue would be resolved each time, we have had no resolution.We have requested to be contacted via their feedback web page. There has been no contact.Business response
02/20/2024
The Citizen-Times regrets the frustration experienced by this subscriber. We've escalated this matter to our distribution management team for review and correction. We spoke with the customer, informed them of the steps taken to resolve this matter and provided a courtesy ******************** contact information was provided in case further assistance is required.Customer response
02/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
01/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have newspaper delivery problem. Credit for papers not delivered is inadequate compensation.If my paper delivery cannot be guaranteed, then I would like to pay only $24/month +tax with no paper statement fee.Business response
02/09/2024
The Citizen Times regrets this customer's poor experience. We spoke with them and discussed their concerns. We provided a courtesy credit and direct contact information in case further assistance is required.Customer response
02/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Here is what I was also told by the Customer Representative, ***************: I was assured that in addition to being credited for my bill up to February, that in the future if a paper is not delivered, I should report the delivery issue. If this paper does not appear the next day, I should call *****, and the $5 paper fee would be waived for that billing period.
Bottom line: we agreed that I should receive what I am paying for.
******************
Initial Complaint
01/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
How come I am no longer receiving an email addition on my computer ?Business response
01/29/2024
The Citizen Times has received this customer's complaint. We spoke with the customer and assisted them with updating their e-newsletter settings. Direct contact information was provided in case further assistance is required.Initial Complaint
01/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Its impossible to cancel a subscription to the Citizen Times!We have been trying for the last month and I have been on the phone for hours today, calling all the numbers listed on their website . When I call, I get a lot of bogus sales pitches, and when you do reach a live person, they keep trying to give me other deals on the subscription. I told the woman to please just cancel. I even answered several of her questions about why I was cancelling. she kept saying , Im almost done, then Ill cancel. I must have said to just cancel the subscription at least 4 times and she just kept offering more. I then hung up because I could see she wasnt going to do it for me. VERY FRUSTRATING,Business response
01/18/2024
The Citizen-Times regrets this customer's frustration. We confirmed this subscription was cancelled by our customer service team when the customer contacted us. We left a voicemail for the customer confirming their cancellation and provided direct contact information in case further assistance is required.Customer response
01/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.I got a satisfactory reply from Citizen Times yesterday!
Initial Complaint
10/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since 4/8/23 I keep getting charged ***** back to back for a cancelled subscription I have cancelled this subscriptions multiple times and this company keeps charging me. I contacted the number it goes to another vents or that they have managing it and they confirm cancellation, next month Im charged again and again!Business response
10/06/2023
The Citizen-Times regrets this customer's poor experience. We spoke with the customer, confirmed the subscription is cancelled and initiated a refund which will be returned to the customer's card within the next few business days. Direct contact information was provided in case further assistance is required.Initial Complaint
03/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My digital subscription to the Asheville Citizen Times was ending in November 2022 and I called to cancel my subscription then. I had a rate of **** monthly. In December my credit card was charged $8.55 for the monthly subscription which had not been cancelled in November as requested. I called, emailed and chatted online trying to get it refunded and cancelled again only to be told that no refunds were give but could use up the credit of $8.55 at a rate of about **** per month. So I waited that out until this morning when my credit card was again charged $2.74 cents. I again contacted the newspaper by chatting and was told again that no refunds were given but could use up this credit and then it would be cancelled. I never authorized the $8.55 charge or the $2.74 cent charge and this sounds like the old bait and switch where I keep getting charged and must use up the credit and keep getting charged and keep getting told that no refunds are given. I only want this to be credit back to my card and cancelled once and for all.Business response
03/10/2023
The Citizen Times regrets the frustration experienced by this subscriber. We confirmed this subscription is now cancelled and initiated a refund which will be processed to the customer's card within the next few business days. We left a voicemail for the customer informing them of the cancellaiton and pending refund and provided direct contact information in case further assitsance is required.Customer response
03/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
01/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
DO NOT sign up for their service! They make cancellation extremely difficult- I have tried 5 times now, and am still trying, currently on hold with a ***** number to cancel. Do not subject yourself to this hassle with this shady company! And wish me luck in getting them to stop billing my card....Business response
01/11/2023
The Citizen-Times regrets the frustration experienced by this subscriber. We confirmed this subscription was successfully cancelled. We spoke with the customer, collected their feedback and are investigating their experience.Initial Complaint
01/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I started a 6 month subscription in 2021 (to read an article where some of my personal information was being used) and didn't even realize I was being billed monthly until more recently. I've ********* over $100 to this company. I tried to cancel online and wasn't able to, they told me to email them. The representative I emailed told me I had to call. At this point, I've called at least 10 times and been on hold for over half an hour each time. This is a small newspaper, there's no reason you all can't pick up the phone. It's a very clear scam I've been trapped into.Business response
01/11/2023
The Citizen-Times regrets the frustration experienced by this customer. At point-of-sale new subscribers are informed that their subscription will continue unless they contact us to request cancellation. We have cancelled this subscription and left a voicemail for the customer informing them of the cancellation and providing direct contact information in case further assistance is required.Initial Complaint
09/23/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I sibscibe to the daily and Sunday issue of The Asheville Citizen Times. For about 2 years it was delivered to the entry area of our building with an occasional missed delivery. This week delivery stopped entirely - no papers whatever even though I just renewed my subscription. As a senior citizen the paper is important to me and my wife. This problem should be corrected ASAPBusiness response
09/23/2022
The Citizen Times regrets the frustration experienced by this subscriber. We've escalated this matter to our distribution leaders for review and correction. We spoke with the customer, provided a courtesy credit and direct contact information in case further assistance is required.
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Customer Complaints Summary
23 total complaints in the last 3 years.
7 complaints closed in the last 12 months.