ComplaintsforNew York Daily News

• Initial Complaint

  05/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I wish to cancel my online subscription for the New York Daily News.I followed the instructions on their website to accomplish this but have not been successful as the business does not answer their telephone. I have called NYDN's 800 number to cancel, as well as, the **************** line, but no one answers. For both phone numbers, it rings about 6 times and then ends in silence/dead air. That's it. No VM option, no hold music, just nothing!I can confirm I am calling the correct phone numbers during regular week day business hours and have made several attempts to call again hoping it was a glitch, but no luck. I tried calling again today (05/18/22) at 11:20 AM (called both recommended phone #s) and results were the same. I'm genuinely surprised that this renowned paper doesn't make this process simpler for their subscribers. People don't want this added hassle, but since we got hassled, we'll remember it and opt to NOT subscribe to NYDN in the future.Please update your online portal to allow your customers a good experience when they need to make changes to their subscriptions. Making this hard on people to cancel does not bring their business back. Please resolve this.Thank you

  

  Business response

  06/03/2022

  June 3, 2022

  
  Our sincere apologies for any frustration or inconvenience with your former NY Daily News digital subscription.
  
  After reviewing your cancelled digital concern and feedback, you were able to cancel your digital subscription with our **************** Representative by email on May 20, 2022. Your digital account was cancelled effective your paid thru date of May 28, 2022.
  
  Thank you for your feedback regarding your customer experience when submitting your cancellation request to ****************. This will be reviewed as NYDN customers can cancel their subscription online through our **************** option or by contacting **************** directly.  Our phone lines are checked daily but your feedback will be reviewed further with the details you provided. For your inconvenience with processing your cancellation request, I have processed a refund of your last payment of $15.96 back to your credit card charged. Please allow ***** business days for this refund to be processed back to your credit card on file.
  
  Again, we apologize for any inconvenience caused. Should you have any questions regarding this matter, please do not hesitate to contact our NY Daily News **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer response

  06/03/2022

  Thank you for explaining and helping me resolve the issue. I sincerely appreciate you for taking care of it.Thanks very much.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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a subscription to the Daily News Digital Edition. During March and April of this year I made 5 separate complaints to the Daily News about problems with their Digital Edition. The dates I complained about were: March 16, 2022, March 27, 2022, April 4, 2022, April 25, 2022 and April 29, 2022.I read the Daily News using the iPad App and on each of those dates there were problems with blank pages or ads or other things printed on pages where there should be news articles. On each of the previously mentioned dates I sent an email to the Daily News about the problems through the app. Not once did I receive a response other than an automated response indicating that my email was received and I would receive a response within 72 hours.In my last two emails I told them if I did not receive a response I would file a complaint with the Better Business Bureau. I want the Daily News to fix the constant problems with the app. I also asked for a one week extension on my subscription to make up for all the problems that I have had to deal with. I hope the Better Business Bureau is able to obtain a better response than I have received thus far.

  

  Business response

  05/19/2022

  May 19, 2022

  Sincere apologies for any frustration or inconvenience with your ** Daily News digital subscription.
  
  After reviewing your digital concern and feedback, I have forwarded this information to our Digital Team for further assistance.  You will be contacted by our **************** Team within the next **** business days to troubleshoot and discuss your digital concerns. 
  
  Thank you for your additional feedback regarding your customer experience when submitting your concern through the ** Daily News App for assistance. This will be reviewed, and Agent feedback will given, if applicable.  For your gratitude for being a valued ** Daily News digital subscriber, I have processed 2 weeks of digital credit onto your subscription which has extended your paid thru date until January 10,2023.
  
  Again, we apologize for any inconvenience caused. Should you have any questions regarding this matter, please do not hesitate to contact our ** Daily News **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer response

  05/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I received an email response from someone named ****************** Amistad telling me to call if I had any questions. I tried calling at the number he provided and it is impossible to reach him.I wound up being connected to someone in ***************. That person provided me with a different number *************.) When you call that number you get an automated attendant and there is now way to reach Mr. ******** After being disconnected several times I was ultimately transferred back to ***************. The Daily News customer service is a joke. I am disgusted with their incompetence. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business response

  06/10/2022

  June 10, 2022

  
  Sincere apologies for any frustration or inconvenience associated with your ** Daily News digital subscription.
  
  Thank you for your additional feedback and apologizes for any further frustration regarding your customer experience when trying to contact ******* through the ** Daily Switchboard. Please be advised, as it was an email response,responding  to the email address you received from ******* A along with providing the best contact time, would have been optimal to receive further assistance from him directly. Another Agent could have assisted you at the time of your call to **************** as ******* is part of the **************** Team.
  
  Once again, I have forwarded your digital concern and feedback to our Digital Team for further assistance.  You will be contacted by our **************** Team within the next **** business days to troubleshoot and discuss your digital concerns. 
  
  Again, we apologize for any inconvenience caused. Should you have any questions regarding this matter, please do not hesitate to contact our ** Daily News **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Daily news refuses to properly cancel my account, didnt notify me of upcoming charges by mail or electronically and charged my account without my knowledge. They claim they didnt charge me but my bank says otherwise

  

  Business response

  03/25/2022

  March 25, 2022

  
  We wish to apologize for any inconvenience or misunderstanding that you might have experienced as a ** Daily News digital subscriber.
  

  Please be advised that all ** Daily News subscriptions are continuous as noted on all new start terms and condition as well as renewal notices.  The following verbiage regarding continuous subscriptions appears as follows:
  

  All Subscriptions are CONTINUOUS, which means your subscription will continue and you will be billed until you cancel the subscription. To cancel or make changes to your subscription, you must call us at **************. You will be charged for any service prior to cancellation. Renewal notices are sent four weeks in advance to allow sufficient time for our subscribers to stop or make any changes to their subscription.  Upon reviewing your account, our records reflect that an advanced notice was mailed dated February 13, 2022 for the next payment of $15.96 dated February 27, 2022.  It seems that your account was cancelled effective March 8, 2022, from your **************** call dated March 6, 2022. At the time of your **************** call, your credit card payment declined but was retried on March 7,2022. After reviewing your concern, I have adjusted your account and processed a refund in the amount of $15.96 back to your **** card previously charged.  Please allow 3-5 business days for this payment to be applied back to your credit card.

  Again, we apologize for any confusion or frustration caused and should you have any questions or need further assistance,please do not hesitate to contact NYDN **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  03/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On February 16, 2022 I made payment to the ** Daily News for the next 5 weeks of delivery. As of February 18 to March 4. I have not received any deliveries and been calling ** Daily ********************* ********************** for 2 weeks. I am being constantly told that they will contact the distributor and get back to me why I am not receiving my paper. It has become very frustrating. Can you help?

  Customer response

  03/06/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  PLEASE DISREGARD THIS REQUEST.  I AM NOW RECEIVING MY DELIVERY OF THE **** DAILY NEWS.

   

  Thank you.

   

  ***************************
   
  

  
  

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried multiple times to cancel my subscription to the Daily News. They do not allow a customer to cancel online, but oblige us to call them. They keep me on hold for 20 minutes. They then hang up on the call. I've now done this five times.This is unacceptable.

  

  Business response

  02/11/2022

  February 11, 2022

  
  Please accept our sincere apologies for any inconvenience or frustration you have experienced due to  the inability to get a proper resolution with your ** Daily News digital subscription cancellation.  

  
  After reviewing your digital account, I was able to discontinue your digital service effective Saturday, February 12, 2022. I have made credit adjustments to your account therefore I am able to refund the last payment processed dated February 3rd in the amount of $23.96.

  
  As per our conversation, my resolution to your cancellation request with last payment refunded was to your satisfaction. You were not interested in any other offers at this time.

  
  If would like any further assistance or would like to restart your subscription, please contact our New York Daily News *************************** at ************.

  
  Sincerely,
  ******
  Executive Resolution Center

  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled renewal with ** Daily News digital subscription service, but service withdrew $15.96 without my authorization (I didn't agree to autopay). When I called the customer service number, I was advised that they show no evidence of any withdrawal trans action. I advised them that I have evidence of such a withdrawal from them and could prove it. Received no response nor resolution from representative.

  

  Business response

  12/13/2021

  December 13, 2021

  
  Sincere apologies for any inconvenience or misunderstanding with your former ** Daily News digital subscription(s).
  
  Your ** Daily News digital subscription was started under the name of ***********************, and as you now provided the Proof of Payment, I was able to locate the digital subscription and refund the total amount requested in the amount of $15.96.  This credit will be applied back to your credit card within the next 2-4 business days.  This digital account has been stopped effective December 12, 2021.
  
  As per our conversation today, this refund information was discussed with you to your satisfaction and all terms and conditions associated with this stopped digital subscription were discussed
  
  Should you have any questions regarding this matter, please do not hesitate to contact our ** Daily ******************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for the paper on 10/221 $15.96 and I am unable to log in to read it. I have emailed and called the paper to no avail. They do not respond to emails or phone calls. Yesterday 10/26/21 someone did answer the phone and I explained to her the problem and she did a little research and found it in the system and stated the IT department would have this fixed today. she lied and it is not working. If they cant fix the issue they need to refund me the $15.96, asap I have two email addresses ********************* and ********************

  

  Business response

  11/12/2021

  November 12, 2021

  We wish to apologize for any inconvenience or misunderstanding that you might have experienced as a valued NY Daily News digital subscriber.

  As you have multiple stopped accounts in our system, there could be an issue with your log in linking up to a stopped former digital account under both ********************* and/or ********************* At this time there is only one active digital subscription reflected under email address ********************* of which you contacted **************** for assistance on October 26th.No other notes or complaints are listed after that time.  As your last payment declined, you will need to update your payment information to remain in good standing and active as usually our digital subscriptions participate in our EZ Pay program.

  I have tried to contact you to inquire if any further assistance is needed at this time.Please do not hesitate to contact me directly at the phone left on your voicemail or NYDN **************** Department at ************ for any further assistance.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  10/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have never subscribed to the New York Daily News, yet I keep receiving collection notices from a company called A.R.M. Solutions billing me for $51.30 for a subscription. ** Daily News needs to inform the collection agency that I am not a subscriber and that I do not owe them anything. Would also like to be removed from any and all mailing lists from these companies.

  

  Business response

  11/12/2021

  November 12, 2021
  
  This is in response to your concern forwarded to the Better Business Bureau office.
  
  We apologize for any inconvenience or misunderstanding with your former ** Daily News subscription.
  
  After reviewing your concerns, your ** Daily News home delivery subscription was started March 26th from an order form received from one of our promotional inserts. This account was stopped June 16th due to non-payment therefore I have adjusted the outstanding balance in the amount of $51.30 and notated accordingly. There is no outstanding balance at this time so please disregard any collection notices from ARM solutions.
  
  Your information has been removed from our mailing list, as requested.
  
  Again, we apologize for any inconvenience caused. Should you have any questions or need any further assistance regarding this matter, please do not hesitate to contact our ** Daily ******************************** at ************.
  
  Thank you,
  ******
  Executive *****************

  Customer response

  11/18/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It is not enough for the ** Daily News to tell me to ignore the collection notices from ARM solutions. They need to contact ARM solutions and clear this up with them so that I do not receive any more notices. I want a guarantee that I will not receive any more collection notices. I also did not place any order via a promotional insert. The last notice I received from ARM solutions has my name misspelled as *******, which is another sign of how shady this all is.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  

  Business response

  11/29/2021

  November 29, 2021

  
  Once again sincere apologies for any inconvenience or misunderstanding with this cancelled ** Daily News subscription.
  
  Your stopped account is being further researched as we take your concerns very seriously.  We received an order for the ** Daily News to start a home delivery subscription from a free-standing insert which was marketed within our newspaper. The misspelling of your name could have been a data entry error.  Also, several invoices were mailed to you dated March 17th,April 20th, June 9th and June 20th which indicated a ** Daily News subscription had been started and newspaper deliveries were made every day to your residence. 
  There is no outstanding balance on this cancelled account.  ARM solutions has been contacted to cease all collections. No further correspondence will be sent to you as your account is in good standing.

  
  Again, we apologize for any inconvenience caused. Should you have any questions or need any further assistance regarding this matter, please do not hesitate to contact our ** Daily ******************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

  
  

  Customer response

  12/08/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

*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. ↩