ComplaintsforAlbany Times Union

• Initial Complaint

  07/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was at an event and I was tricking to signing up for Times Union. I was told that I would get digital copies of the paper. I ended up getting a whole bunch of paper copies, which I never wanted. I was told if I paid cash I would only have a one month subscription and then I would have the option to add extra months when I was ready. Because I paid cash, I did not have to necessarily do anything and I could cancel anytime. When I try to call and the rep was very rude and would not let me cancel my membership and told me that I had to pay $15. I never agreed to be billed again, and I never agreed for another month of this paper. I told the rep I don’t want anything and just cancel the membership and she said she could not cancel it and she will never cancel it because I need to pay $15 that is freaking ridiculous and this is how they con you. I was told I could cancel anytime and I wasn’t even allowed to cancel. What type of crap is that. I do not want to continue to be billed. I’m not paying anything. I did not agree to pay anything further I was just trying it out as a one month trial at least that’s what was explained to me. I want this subscription canceled and I want this balance dropped and I don’t want it to keep increasing every month when I already said I did not want this anymore. I don’t understand how difficult it has to be where I spent an hour on the phone arguing with somebody when I simply just wanted to cancel.

  Business response

  07/05/2024

  Ms. *****,My apologies for the misrepresentation at the time of sale. I have escalated your complaint to the kiosk manager for review. I have canceled the account and removed the outstanding balance. Sincerely,Angie H********

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a retiree and on 12/28/23 I accepted an offer for Albany Times Union digital access for $.99 for six months. The subscription would renew at the standard monthly rate of $19.96 on 6/28/24 unless cancelled prior to the renewal date. On 6/26 I cancelled my subscription online and have a dated screen print showing 'Cancellation Request Received' and 'Your cancellation may take up to 24 hours to process' which would still put it before the 6/28 renewal date. However, I see online that I have an active subscription that is 'pending cancellation' and I have a charge on my credit card dated 6/18 for $19.96. I called the TU and was told by two different people that they see that I cancelled on the 26th, but they charge credit cards ten days prior to renewal. They told me my subscription will be cancelled at the end of July. Since I cancelled prior to the renewal date, I requested a refund of $19.96. Unlike every other subscription service company I've dealt with before, they told me that there is no policy to issue a refund for an erroneous charge. This is borderline illegal. They can't charge credit cards well before a renewal date without any prior notice and then offer no recourse should the customer choose to cancel before that date.

  Business response

  07/02/2024

  Mr. Pelkey

  I am sorry to hear that you had this experience.  Our terms and conditions are that you may cancel any time, but we do not offer refunds.  I have made an exception for you and I have the subscription stopping on 7/3/24 with a refund of the $15.68 being returned to you after the account stops.  It will be refunded to the card that it was drawn from within 14 business days of the stop date.  

  Sincerely,

  Angie H********

  Customer response

  07/02/2024

  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.  However, I should be refunded the full $19.96 since I cancelled before the renewal date.  Extending the subscription beyond that date is not my fault, and I should not be charged for this time.   
  
  Regards,
  ****** ******
  
  
  
  
  

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I accepted a 99-cent Times Union subscription back in November 2022. I then canceled the subscription. Then on May 14th, 2023, nearly 6 months later to the day, unbeknownst to me, the subscription started again. The subscription continued without my knowledge until January 2024 and then just stopped. Then 4 months later the subscription was restarted in April 2024 with no charges since. I do not understand why this has happened. It was clear that I canceled the service, yet it keeps returning intermittently. I request that they stop automatically charging me for the subscription I request a refund, please. This is not professional at all.

  Business response

  07/01/2024

  Mr. *******After reviewing the accounts, I see both subscriptions were started online and will continue unless you notify the Times Union directly. I have confirmed both accounts are stopped and you will no longer be charged.Sincerely,Angie H*********

• Initial Complaint

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 29th 2024 we called to cancel & have the Albany Times Union paper stopped. We were told that on May 31st , delivery woukd end & $100 paid to Times Union, for June & July, would be refunded. Eight to ten phone calls later, and multiple promises of "the refund check is in the mail"- paper is still being delivered a month later & no refund. Hard sell & harassing sales department. No resolution. My daughter's have also called to cancel & get a refund for me. This business lies & takes advantage of someone like me who was hospitalized for a long time.

  Business response

  06/27/2024

  Ms. ** ****

  I have escalated your complaint to the field manager to ensure delivery is stopped immediately. In regard to your refund, I see that was processed on 6/20/24 and refunds can take up to 14 days to receive. The check is being mailed to *** ********* *** ****** ** *********** 

  Sincerely,

  Angie H********
  
  

  Customer response

  06/28/2024

  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. 
  
  Regards,
  ******** ** ****
  
  
  
  
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a promotional offer from the times union for a digital subscription for 25 cents for 3 months. The purchase was made on 2/13/24. I called to cancel today May 10th since promotion expires on May 13th. The person told me he can’t cancel because they processed the next payment 10 days before expiration date. My credit card was charged $11.69. He also told me I will probably be charged again since my cancellation won’t go into affect until June 4 but they will probably reimburse me $ when that happens. What?? I wanted to cancel today.. the promotional info provided says I can cancel at any time and doesn’t say anything about charging my card 10 days before expiration.

  Business response

  05/13/2024

  Ms. *********,

  I have adjusted the renewal dare effected tomorrow and refunded the balance back to your credit card on file. Just a reminder to read the terms and conditions, you may notify us of your intent to cancel at any time; cancellation will be effective at the end of your current billing period and will discontinue future charges associated with your subscription. You will continue to have the same access and benefits of your product for the remainder of the current billing period. Payments are non-refundable and there are no refunds or credits for partially used billing periods. We reserve the right to issue refunds or credits, or to permit print subscribers who are moving to convert to digital subscriptions, at our sole discretion. If we issue a refund or credit or permit a print subscriber to convert to a digital subscription, we are under no obligation to issue the same or similar refund, credit or conversion in the future. After promotional periods, your subscription will continue at the current standard rate. Your refund will be submitted today and will take up to 14 days for processing.

  Sincerely,

  Angie H********

  Customer response

  05/15/2024

  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. 
  
  Regards,
  
  **** *********
  
  
  
  
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Around 6 months ago (or earlier), I contacted the Times Union to cancel my subscription for home delivery. The paper immediately stopped being delivered. My assumption at the time was that the cancellation went through. In early May my wife asked why we were paying 25/month automatically to the Times Union. I called to speak about the issue and was told that I am still getting the paper delivered every Sunday and that is why I am being billed. I explained that I do not and have not received a paper in months. They told me that there was no record of my call. I tried to get customer service to understand that someone was notified, as they stopped delivering the paper and they should have someone reach out to the delivery person to find out when they were notified to stop delivery. I was told that no one could authorize any refunds, but they would escalate. No one has reached out. I am seeking refund for all the months that no paper was delivered and I was paying the bill, which was auto deducted. I was apparently paying $25 dollars a month for Sunday papers (6 per hypothetical delivery). A ridiculous charge, which is the reason I canceled.

  Business response

  05/09/2024

  Mr. *******,

  After reviewing your account and pulling any calls associated with your account, I was only able to locate calls dated 4/23/24 asking that you request to cancel your subscription. The Times Union follows the same guidelines as banks, we will refund the last 3 charges back to your credit card on file totally $72.00. I did confirm your account was cancelled on 4/28/24.Your refund has been processed and refunds can take up to 7-10 business days to receive.

  Sincerely,

  Angie H********

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last Year some time I paid $3.99 to view an article on a News Story I had been following. Today 3/20 /24 I received a call asking for a New Debit card number as they could not collect a monthly fee of $19.96 from my bank. Unfortunately I am disabled and don't view my bank statements every month and missed the charges beIng taken from my bank for a digital copy that I was not aware of. Since the day that i paid what I thought was a 1 time charge to read the paper last year . Times Union has been charging me $19.96 every month even thou I get a Newspaper delivered to my home 4 days a week. Of course when they called to collect for my paper copy nothing was ever mentioned that I was also paying $19.96 for a digital copy I never subscribed to at least not to my knowledge and without my permission they were taking it from my bank every month. Im looking for a refund for 3 months which I think is only fair . They can see that I did not access the online digital at all as I was not aware that I was paying for something I did not subscribe to. Im sure Im not the only elderly person that has fallen prey to this deal. I think a 3 month refund is only fair for something I never used.

  Business response

  03/20/2024

  Ms. **********

  I have confirmed your account has been canceled, balance removed and refunded $59.88. Refunds can take up to 7-10 business days.

  Sincerely,

  Angie H********

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a paid 6 month online subscription that started 9/19/23. I called on 3/11/24 to cancel. The TU has a pending charge for extending my subscription for an additional month for $11.96. They refuse to cancel the charge after talking to them. I have 8 more days on my current subscription and website says cancel anytime for a new subscription. I would like the pending charge cancelled.

  Business response

  03/11/2024

  Mr. ******, I am sorry to hear that you had this experience.  Our terms and conditions are that you may cancel any time but we do not offer refunds.  I have made an exception for you and I have the subscription stopping on 3/19 with a refund of the $11.96 being returned to you after the account stops.  It will be refunded to the card that it was drawn from within 14 business days of the stop date.   Thank you,Dana

  Customer response

  03/11/2024

  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. 
  
  Regards,
  
  **** ******
  
  
  
  
  

  Business response

  05/21/2024

  Mr. ******

  Please provide your physical address so finance can mail your refund check. I also sent you an email to respond to.

  Sincerely,

  Angie H********

  Customer response

  05/21/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did receive an email from the Times Union asking for my mailing address so that they can send a refund check.  I responded with my address on 5/21.  Since I had provided my address to them in an earlier phone call with one of the customer reps, I’m simply waiting for the refund before I consider this closed. Regards, **** ******

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a Times Union customer since 1960. I have never had a problem until I moved to my present address. I am an 83 year old widow with health limitations and I have expressed to the Times Union to deliver my daily newspaper on my front porch and put in the white Times Union box. Apparently the delivery person(s) must have a sight problem because the paper is not put in the box. It’s thrown anywhere and lands everywhere…street, driveway, bushes, neighbors lawn etc. I have put up with this problem long enough! I have spoken to supervisors countless times. The problem is resolved for a day or two and then it’s back to a “hide and seek” situation. I don’t want to cancel my subscription..I just want the problem SOLVED! Involving the BBB is my last resort. Hopefully this can be resolved in a timely manner. Thank you, **** *****

  Business response

  02/06/2024

  Ms. *****

  My apologies your paper is not being delivered to the requested location. I have contacted the field manager to request porch delivery. 

  Sincerely,

  Angie H********

• Initial Complaint

  01/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/16/2023 I mailed a check of $23.76 tor subscription offer #******** - Sunday Times Union @ .99 for 24 weeks. On 12/2/2023 I called ###-###-#### spoke with Nick and inquired about the subscription. Nick said there was no subscription on file but it could take a few weeks to activate since I mailed the roffer and check. On 12/14/2023 the check was cashed for $23.76. Having not recieved any newspaper, on 12/18/2023 I called ###-###-#### and spoke with Eddie to inquire when my subscription would start since the check was cashed. He said a refund check was issued for $23.76 on 12/13/2023 since my check was recieved after 12/3/2023. Totally confused about the mishandling of this account, I decided to wait for refund check. On 12/28/2023 I called and spoke to Marly as to when I would recieve the $23.76 refund check. He said I should've recieved by now and would notify the "back office" that I hadn't. I have never recieced a newspaper from this subscription or, as of this date, I have NOT recieved a $23.76 refund check. Any assistance you can provide will be appreciated, thank you.

  Business response

  01/29/2024

  Mr. *******

  After reviewing the account, I see the refund was mailed on 12/18/23 to the address - 

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

  I will check with finance to see if it's been cashed. 

  Sincerely,

  Angie H********

*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. ↩