ComplaintsforThe Charlotte Observer

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my subscription 16.months ago and have not received a newspaper since. I learned via a letter on Saturday June 24, 2024 that my monthly rate would increase this year. I contacted their customer service team in *************. I was told they had no record of my cancellation and I would not receive a refund. It became obvious after 20 minutes on the phone that their entire purpose was not refund under any circumstance. Terrible customer service for a service I didnt receive.

  Business response

  06/25/2024

  Thank you for your message to the Charlotte Observer. Our records show the account was started in 2021. The account was started on an automatic credit card payment cycle every 8 weeks. The account history does not show any complaints in regards to delivery issues or missing papers. We do apologize if there was a problem. At this time, it would be difficult to go back 16 months to confirm if a paper was or was not delivered. We ask all customers to contact us if there is a delivery issue at any time. 
  

  We will honor the refund of the last payment, which is $105.73. Please look for an email to confirm the refund request.
  

  Please feel free to contact us at ************ or *******************************************************.
  

  Thank you

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is the 3rd or 4th time I have had problems with my mother's OBSERVER delivery since my dad died in September, 2019. I have been able to call them and "speak/interpret" what an employee says (after a long wait), at which time they apologize for the paper not showing up in her box. But, the paper was not there the last two mornings, after showing up for one day From my limited understanding of conversations with THE OBSERVER reps, there is little to no communication between THE OBSERVER and the subcontractors that actually deliver the paper. Keep in mind we are paying over $1,200/year for delivery of a paper in an urban area 6 days per week (no Saturday paper).My mother has moderate dementia but is still able to walk out to her box, and relies on the paper being delivered EVERYDAY so she can feel like she is still a person. Simply stated: the absence of her paper in her box throws her off kilter for the entire day!!THE OBSERVER rep's immediate recommendation is to use their digital edition. My mother doesn't use cell phones, internet or any other digital resources. She is 81 and has been been subscribed to THE OBSERVER for since the early 70's.I have tried to access their website but it simply does not work; it is a one-way portal with no answers or relief.If I could shout it out from the rooftops I would but there is no current method or recourse for communication or complaint. THE OBSERVER continues to bill my credit card whether they deliver the paper or not, and there is no current resolution to her problem.I am not one to *****, but I am at my wit's end. Please help.

  Business response

  06/21/2024

  Thank you for contacting the Charlotte Observer. The account for *************************** has been reviewed our team shows complaints filed on 6/17 and 6/20 not other complaints prior for prior months. At this time our wecare team will be working to get delivery corrected and consistent. We understand the frustation on this matter as delivery is a vital part to your mother's day. A wecare agent will be calling and working with you to ensure this is resolve immediately. The distributor has a responsibility to correct delivery issues. We will be requesting photo verification of delivery moving forward so that we know it is arriving consistently. Please continue to report any missed paper to the customer service department at ************. 

  Customer response

  06/22/2024

   
  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

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to adjust or cancel my subscription. To change to digital only from digital + print is inexplicably over $100 more expensive online. There is an offer I might be able to claim online as a new subscriber (that's almost $800 cheaper), but I'm afraid that I will be billed ON TOP of what I'm already paying, so I opted to just cancel and be done with it. But the online portal does not support a cancellation option.I've called the ***** number several times and keep getting booted off the line after 5 minutes. When I shift to chat, I also get booted off the chat option. Functionally, this company is not giving me ANY way to cancel my subscription. Something that should have taken 10 minutes to complete after making the decision, is going on a second hour of repeated attempts.

  Business response

  04/11/2024

  Thank you for contacting the Charlotte Observer. The account for ***************************** is scheduled to stop on 4/13/2024. Our customer experience agent left a message on 4/11/2024 to assist with the concerns you have been experiencing trying to make changes to your subscription. I apologize for this matter and would like to assist you. If you can please contact the customer service agent that called you. We can certainly see what we can do to change your service as requested. We do value you as a subscriber and would also like to get your feedback regarding customer service and our online options. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  see Attached document

  Business response

  04/06/2024

  Thank you for contacting the Charlotte Observer. The account for Mike D Sherrill was cancelled  on 2/2/2024 subscriber was signed up for ebilling which means the invoice to renew would be sent to the email address on file. The account was placed in our grace period a time which papers are delivered after the renewal date which allow delivery not to be interuppted until a payment is received. If a subscriber wishes to not renew they would need to contact customer service with a request to cancel. Our records show very few complaints for missed deliveries credit was given for any complaint called in to us either by our automated system or speaking to an agent. The balance owed on the account is $53.59 which at this time has been removed. We have also contacted the ARMS agency to cease any collection attempts. If you have any questions please contact our customer service department at 800-532-5350.

  Customer response

  04/08/2024

   
  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

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About three months ago, I subscribed to The Charlotte Observer. They had a special: for about $5, I would get three months of the digital version of this newspaper. They also said that I could cancel anytime, and if I chose to continue the service would be $15 a month. About 2 weeks before the service ended, I called to cancel. They said okay, they would cancel the service. Then to my surprise, I received a text message from my bank, of a charge of $112. Boy, was I ******. I called my bank to reverse the charge and was told to work with them first. I called the Observer and they agreed to cancel the $112 charge. The next day I confirmed that my subscription was stopped. Good, I said to myself. To my utter frustration, the $112 charge was added back to my credit card. What is going on with the Observer? Anyways the charge is being disputed and my bank agreed with me to reverse the charge. Im now waiting for a final resolution.

  Business response

  04/01/2024

  Thank you for your message to The Charlotte Observer. We are very sorry for the inconvenience and frustration that this has caused for ***************************. We have looked at customers account and are not showing a cancellation request two weeks prior to the expiration date of March 27,2024. The auto pay renewal was stopped and subscription was officially cancelled on March 28,2024.  As of today, Monday, April 1, ********************************************* the amount of $112.60 on the payment that posted to the account. The refund will go back to customers credit card, the method used for payment. If you have any questions, please contact us at ************. Thank you
  
  

  Customer response

  04/01/2024

   
  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

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I extended my Charlotte Observer subscription(#*******) for 13 weeks for Sunday paper delivery and unlimited online access for 13 weeks. The payment of $168.48 was processed on 12/29/23. Since 1/6/24, I have received ONE Sunday paper. ONE in NINE Sundays. I call each week to report a problem and am assured the problem will be solved. It clearly hasn't been. I tried to call this week and the call went unanswered. Last week they wanted to switch me to online access only, but I still have 12 weeks of Sunday newspapers that are owed to me. I want the remainder of my subscription to be fulfilled by receiving my Sunday delivery completed for the next 12 weeks. If The Charlotte Observer is unable to provide service that is PAID for, I would like a refund. I had this problem before with them, but they did fix the issue.

  Business response

  03/05/2024

  Thank you for contacting the Charlotte Observer. The account for ***************************** will be escalated to a special team that will be following up with ***************************** for the next few weeks to ensure this delivery issue is resolved. We apologize that this issue has not been resolved. We are going to see what is going on with this route and ensure delivery moving forward. The accounts renewal date will be adjusted by an extension for the missed papers. Please continue to report any missed papers to the customer service department at ************. Our wecare team will be reaching out to you to make sure this gets corrected. We appreciate you patience as this is resolved.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a subscription with the Observer digital for 2 years and called twice to cancel prior to the renewal date. Both times I was told they were unable to cancel at that time and please call back. My credit card on file was also out of date and had a new security code which they did not have to charge my card. With two attempts to cancel my service and having active card on file they still went ahead to charge my credit card. I disputed the charge and I was found to be in the correct by the credit card company and the charge was reversed. The Charlotte Observer also disconnected my service at that time which is what I wanted all along. Today - 2 months later I have been contacted by A.R.M. Solutions saying I owe them money as a debt collector for the Charlotte Observer. I have never seen a company more difficult to do business with than the Charlotte Observer and to say their business practices are unprofessional is to be kind. I do not owe the Charlotte Observer any money and I have never been asked to pay for any bill after the service was canceled so I have no reason to be sent to collections and want this to be rectified immediately.

  Business response

  03/01/2024

  Thank you for your email to The Charlotte Observer. We are sorry to hear about your customer experience and your cancelation request was not honored. We are not showing the cancelation request or notes on the account. However, as of today 3/1, your account has been updated and cleared of any balance past due. Our records show there was a canceled payment on 12/27/23.  

  Please note, ARM Solutions is a non-reporting collection company. This will not appear on any credit report.

  Please feel free to contact us at ************ or ****************************************** if you have any questions or concerns.

  Thank you

  Customer response

  03/04/2024

   
  I am rejecting this response because:  I have been checking the ****** Solutions website and it still shows as of today (3/4/2024) - 4 days after the initial resolution response from the Charlotte Observer - that I still owe $32.85 and a $6.95 fee.  Please correct this situation and have ****** Solutions remove my name and the fact that I owe any money and then I can accept the resolution to the complaint.  Once again the words from the Charlotte Observer do not match their actions in real life. 
  
  

  Business response

  03/05/2024

  Thank you for your message to The Charlotte Observer. Please see the attached letter from ARM Solutions website portal. This was cleared 3/1/24. As a follow up, if you need to confirm the account, you can also contact ARM Solutions directly. 

  Please feel free to contact us by phone or by email if you have any further questions or concerns.

  Thank you

  Customer response

  03/05/2024

   
  I am rejecting this response because:  I am no accepting a self typed word document as resolution to this case.  Anyone could have typed that letter and it does not even have letterhead saying it from a company or any other features that qualify that as a legal document.  When you use the *** system to check on the amount owed it still shows that I owe $32.85 and a $6.95 fee as you can see from the attached document taken 3/5/2024 at 11:54am.  So this matter is not closed and settled until their system shows that I owe zero dollars and I have documentation that this matter has been closed to my satisfaction.  The Charlotte Observer started this action against me after being a loyal customer because their system for nonrenewal and cancelation is difficult and burdensome to the consumer.  If they had canceled my service as requested originally then we would not be having to go through all this unnecessary action.  Once the *** system shows zero balance and I have an official document clearing my name of any and all liability of debt to the Charlotte Observer then we will consider this case closed to my satisfaction.  
  

  Business response

  03/05/2024

  Thank you for your message and reply. Please see the attached PDF from the *** Solutions portal. The first attachment did not show the logo. Our company would not issue a typewritten letter stating the account was closed. This is the same letter, but in a PDF format. The account has been closed with *** Solutions

  Thank you

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 2/6/2024, the Charlotte Observer charged my debit card $102.95. To my knowledge, I have not had a subscription with the Charlotte Observer since February of 2022. My last payment to the Charlotte Observer, prior to this, was for $21.45 on 2/8/21. I had long ago asked that my subscription be canceled. The last email I can find from the Charlotte Observer was on 4/22/19. When I called to ask that this money be refunded, I was told by *******************, supposedly a supervisor at the Charlotte Observer, that my annual subscription had been renewed and they couldn't give me a refund. I asked many times to speak to her supervisor, but she refused. Eventually, she transferred me to *************************************, supposedly another supervisor at the Charlotte Observer. He also refused my request for a refund or to speak to his manager and said my only course of action was to dispute the charge with my credit card company. I am in the process of disputing this charge with my bank. This is unacceptable and fraudulent.

  Business response

  02/16/2024

  Thank you for your message to The Charlotte Observer. We are sorry to hear you are canceling your digital subscription. We apologize if your request to cancel was not honored. At this time, your account has been updated and will be stopped, per your request. Your request for the refund of $102.95 has been submitted. Please note, this rate of $102.95 is a promotional rate for 1 year. The current promotional offer is $159.99/year. Please let us know if you decide to resubscribe.

  Please feel free to contact us at ************ or ****************************************** if you have any further questions or concerns.

  Thank you

  Customer response

  02/19/2024

  This issue is not yet resolved. I have not yet received a refund for $102.95 for the subscription I did not ask for and did not want. I will consider it resolved when that happens. Please keep the issue open until the refund is issued. Thank you for your help!

   

  
  

  Business response

  02/20/2024

  Thank you for your message. The refund was requested 2/16/24 and approved 2/17/24. With the holiday weekend, our ************** was closed Monday 2/19/24. The refund was approved by the Finance team today 2/20/24 and the refund process will take 2-3 days to be received.

  Please feel free to contact us at ************ if you have any further questions or concerns.

  Thank you

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Re: Observer email daily updates subscription.As per the original agreement on Dec. 26, 2022, I phoned the Observer to cancel my internet subscription mid January 2023 and they informed me I could only cancel on my subscription date of Dec. 26. So I called Dec. 26, 2023 and they said sorry you can't ccncel today and we just charged your PayPal $102.95 and no cancellation will be allowed until Dec. 24, ****. This is deeply insulting as if having to speak only with operators speaking broken English. Please put these scags out of business and refund my money. And pls no tv appearances by **************, thanks.

  Business response

  01/24/2024

  We are sorry to hear the experience that *********************** had with trying to cancel the subscription at the expiration date for December 26, 2023. We have honored customers request and the subscription will be cancelled effective immediately. As of today we have honored the refund in the amount of $102.95 and stopped the auto pay renewal. If you have any questions, please contact us at ************. Thank you,
  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec. 5th I paid ***** for 13 weeks. This was after they extended my subscription because of lack of the paper not being delivered. I have called so many times in the past year to complain about not getting a paper and ever time I called they tell me "oh yes, I see that you have called several times'" All they do is apologize and offer to extend my paper. Well thats all good but if you never get the paper, thats not good at all. I finally had enough and after telling them I was going to cancel if they messed up one more time. Well it happened today. Its been a week and I haven't gotten a paper so I called them to cancel the paper. Again here comes the apologies and I told them NO I just wanted to cancel. After telling them NO several times...they finally switched me call to the cancelation ***** I told them what was going on. I also told them I just paid ***** on Dec, 5th for 13 weeks and wanted a refund for the difference. They told me no I didn't get one. I should get a refund for the eight weeks that I paid for and not getting. With as many phone calls they have logged from me....it should be a full refund. The guy was very rude and when I told him I was going to contact the BBB, he said he didn't care and do what ever I wanted to do. Very unprofessional. After reading some of the other complaints, I am surprised they have not been fined or something for providing such sorry service. I tried to my fine my account number but even signing in to the website, it is not listed anywhere under my account. The only number I can find is ************ 0136A73 133B 8N. I want my money refunded.

  Business response

  01/12/2024

  Thank you for contacting the Charlotte Observer. The account for ***************************** has a future stop scheduled for the renewal date of 4/19/2024. We are working with the mail delivery team to ensure we check why the paper is not arriving for *****************************. Our system shows one complaint reported for January, 3 complaints for the month of December. We will be following up to resolve any issue related to papers not being delivered with our internal transporation team as well as reaching out to the postal team. A watch has been requested to track the papers being processed and delivered by the postal service. It is important to call each time a paper is not received. An agent will be following up to ensure this is corrected. You can view your paper each day with your unlimited online access. If you have any questions please call our customer service department at ************.

  Customer response

  01/13/2024

   
  I am rejecting this response because: I put I don't like the response beccause I was told on the phone that i was already cancelled.  If it is true that I am paid up til 4-19-2024 then let it be noted I DO NOT want to renew the paper after this date.  I will be printing out this response to you and keeping it for reference to show I am cancelling it.  This way the Charlotte Observer can't say I never told them.  Plus when the date gets closer, I will be telling them by phone also. Today is 1/13/2024
  
  

  Business response

  01/16/2024

  Thank you for your message back to the Charlotte Observer. Our records show your subscription has a stop date effective 4/19/24. Please note, since renewal notices are mailed out automatically 3-4 weeks in advance, you will receive a renewal notice in the mail. However, since the account is set to stop 4/19/24, you can disregard the renewal notice.

  If you want to call customer service when you receive the renewal notice, please feel free to call and confirm the cancelation at that time. The number is ************.

  Thank you

*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. ↩