ComplaintsforAlbany Times Union
Newspaper
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Complaint Details
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Initial Complaint
01/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I keep getting the Times Union Value paper thrown on my property. I’ve called the number on the paper, I sent a letter to the AG, it’s still thrown on my lawn near my driveway, if this is meant for the occupants next door, they have a driveway.Business response
01/05/2024
Ms. *********My apologies you are receiving the paper at your residence. I have contacted the distribution team to stop delivery immediately and flagged your address that you are a non-subscriber.Sincerely,Angie H********Initial Complaint
12/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was charged $19.96 for a digital subscription I never requested. My credit card was used from a prior transaction I made to them months before. I have tried for 2 months to have the money refunded. Each time I’m told 7-10 days. I have also been told my credit card was refunded… it was not. And now I’m waiting for a check in the mail that has not been received. I need a resolution after 2 months. Thank you. The account # in question is *********Business response
12/22/2023
Ms. *****After reviewing the account I see the refund was mailed on 10/20/23. The address on file is **** *** ********* ******* ** ****** If that is not the address please provide to me at ************************* and I will re-issue another refund check. If that is the correct address I will have finance verify if the check has been cashed or not and re-issue. Sincerely,Angie H********Initial Complaint
09/24/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
7/29/2023 I paid for the Sunday subscription, it was supposed to start August 6. I didn't get a paper, I called and was told I'd get it. So Monday I called again and was told I would get a free 2 weeks of papers. That didn't happen either. The next Sunday I was missing some of the inserts, I called and once again got nowhere. I kept saying I wanted to cancel and they kept taking my money. So I finally was able to cancel, my "last paper" had No inserts and they still owed me for the first paper I paid for. I was told that I was lucky I got this paper since I cancelled and I told them I PAID FOR THIS PAPER! So not only did they not fulfill what I paid for, but they never gave me the whole paper. They should be shut down. I can only imagine how many other people are getting taken advantage of.Business response
09/25/2023
Ms. *****After reviewing your account I see that you reported a missed paper complaint dated 8/6/23 and a 2 week credit was applied to your TU account. On 9/21/23 a stop was processed online to cancel Sunday service. As I mentioned in my email this morning I processed a refund the credit that was remaining on the account which will go back to your credit card on file.Sincerely,Angie H********Customer response
09/25/2023
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.There was NO REFUND given whatsoever. You also never gave inserts. This is a lie. I checked my bank statements, you took money, never refunded it. Regards, **** *****Business response
09/25/2023
Ms. *****As I mentioned in my email to you. I have refunded the balance today and refunds can take up to 7-10 business day for processing.Sincerely,Angie H********Initial Complaint
09/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I ordered the digital times Union as the trail. Then I ended up with a double subscription I called on Sept 11 to cancel the subscription and was told thAt it was done. I noticed on Sept 15 that a charge for 19.95 was done on my ******* ****** **** and I called the Times Union who said thAt they will not refund the money to call the card company. I have been emailing the card company who is telling me to contact the merchant for the refund.Business response
09/18/2023
Ms. ******,I did locate 4 accounts, only 1 is currently active on a promotion for $.25 for 12 weeks. The other 3 have been canceled for quite sometime. The only charge for $19.96 was dated back in March 2023 but a portion of that $13.55 was refunded back to you. Unfortunately you will need to contact your bank or if you have the details of the $19.96 charge, date, amount first/last of the card charged I can further investigate. Please send details to [email protected] H********Initial Complaint
09/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Put a vacation hold on delivery. Was charged for those days. They said the account was active during that time, and that I could have activated the internet edition. We already have an international account. Newspapers are a dying breed! You would think they would not charge for newspapers not received. Every time I need to need to go away, I will cancel my subscription even it is for a weekend.Business response
09/20/2023
Ms. ******,After reviewing your account the last vacation request was dated 7/19/23 - 8/10/23. The Times Union for the last few years does not offer credit for vacation request since you have the ability to login and access the digital version of the paper. Sincerely,Angie H********Initial Complaint
08/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have home delivery of the Sunday edition of the Times Union. I canceled my subscription approximately 3 weeks ago. I did this on-line through the user account portal. You don't get a copy of the transaction... just a "sorry to see you go". I am still getting the paper every Sunday... I thought maybe it was just the end of the cycle. I went on the my credit card statement and realized on the 18th of this month, August... 5 days ago... Times Union Billed me again. I once again went on line and went through the various "hoops" to get to the subscription and canceled once again. No messages appeared or said.. "site currently under construction or maintenance." I didn't feel sure, so I called the number listed for the Times Union".... ###-###-####. I selected the phone option to "Cancel" a subscription. After a hold, a person answered and I explained the issue. I was told the site hasn't been working for the last month. I was told I could not be reimbursed and my billing cycle would end on 9/17/2023. I was told at first, she could offer me the paper for $4.00... I said No. Then she said I qualified for a $3.25 Offer...again I responded NO. I was told then, that she would send me over to cancellation dept... I said, that is what I selected in the first place. Finally, I was given a transaction number while I was outside and with out pen or paper. I asked if she could email me a notice of cancellation and was told "we don't do that". I am left feeling unsure my wishes will be actually acted on. I feel this is an unscrupulous business practice. If you cant cancel via the web portal on the newspapers site.... it should have a warning banner... not actually let you go through the process unsuspecting. Finally, I know news print is in a decline... but strong arm tactics, reduced offers, and a multilayered process make it difficult to get rid of the subscription and I believe this is a deliberate action on the ****** Publishing Company. (parent of Times Union). Thank youBusiness response
08/23/2023
Mr. ******
I will certainly look into why your subscription was not canceled when you first contacted the Times Union. I did confirm your account will now cancel on the expiration date and your credit card removed to avoid future charges per your conversation with customer service.
Sincerely,
Angie H********
Initial Complaint
08/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I paid for a classified ad posting on 8/15/23. The ad was to run from 8/16/23 to 8/19/23. The ad was for both print and online. It was never posted online. We searched each day on their website and did not find the post. I reached out to ask for a refund. They provided a picture of the ad in paper post, but could not provide proof of online publication. They have not returned my emails requesting refund.Business response
08/22/2023
Mr. ********
You have reached the circulation department. I have forwarded your complaint to the advertising department for follow-up regarding your complaint.
Sincerely,
Angie H********
Customer response
08/25/2023
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 will await further details from Times Union. Regards, *** ********Business response
08/25/2023
Mr. ********
I received a response back from the advertising team that you would be refunded for the ad.
Sincerely,
Angie H********
Initial Complaint
08/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
June 6,2023 I sent a check for $71.00 to the Times Union for a Sunday only delivery subscription. I have NEVER received the newspaper despite at least 8 calls inquiring why.They kept saying that it would be delivered but it never was. I then called asking for a refund and to cancel my subscription.Today 8/7/23 they told me that they would return less than $30.00.Even though I sent them $71.00.I would like a full refund for no paper delivered ever.Business response
08/08/2023
Mr. *******After reviewing your account I see there is already a stop on your account. Please allow me an opportunity to resolve your delivery issues. I will contact the field manager to resolve the delivery issues immediately.Sincerely,Angie H********Initial Complaint
07/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Last year I had a promotional subscription to Albany times union newspaper for 1 year of Sunday paper delivery for $0.25/week for 52 weeks. At the end of that subscription I called to cancel but noticed that before my subscription ended they had charged my credit card additional charges above and beyond of the $2 I agreed upon. When I called to cancel /speak to them couldn't get a clear answer as to why my card was being charged and they tried to deny the promotion I signed up under, despite no issue for the first 11 months, saying that it had changed or wasn't what I agreed to, etc. I went around and around with customer service to resolve and have the duplicate charges refunded but they refused or said they would only refund part. I ended up going through my credit card to resolve, seeing as I had not approved the charges to my credit card. I won the dispute after providing documentation and the money was refunded to me($47.9) through my CC. I thought it was resolved. April I got a call from TU asking me to return and I agreed. This time under a new promo of $12/12 weeks beginning on 4/17 with the first paper on 4/23 and the last 7/9. I submitted a request on 7/10 to cancel my subscription but saw that my card was charged $24 on 6/29 (before my subscription ended). I called regarding this and to confirm my cancelation and was told that because my CC disputed charges back in January and took the money they put a balance owed on my account and took money out of the new subscription paid PLUS charged my card without my knowledge 5 other times to cover the "balance owed" a total of $80 . My CC said when a dispute is upheld, the merchant is not allowed to recharge the same charges to the card, but they did. I never once received a bill, email, notice or phone call stating I owed any money (though it wasn't legal to begin with since that had already been disputed and won) and instead they just charged my card without my knowledge. This business is an absolutely scam.Business response
07/10/2023
Ms. *****After reviewing your account I do see the cancelation was processed 7/10/23. In regards to the recent charge Times Union bills 10 days in advance of the renewal date which is why you were recently charged. As mentioned the account is now canceled and refunded and also your credit card has been removed to avoid future charges.Sincerely,Angie H********Initial Complaint
05/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was getting delivery from the Times Union since 2019 on Thursdays (1) and Sundays (2) only. For January 2023 to the beginning of Feburary I only received 2 Thursday papers, so I called to complain and had my account switched to just 2 Sunday papers. I was told they would credit me for the papers I missed. I was told I would not be billed for about 2 months. Then they started billing me twice, The $16 and then 2 charges for $30. When I called to ask about the $30 charges, they told me I had 2 accounts open. They were billing me for 4 newspapers. I only received 2 newspapers. They would not credit me the $60. I stopped the $60 they had billed me through my checking account. I closed the account they were taking electronic payments from, they have now sent a paper bill staying we owe $60. I tried to call them again and they will not cancel the $60. In the mean time they sent my husband a refund check for $15. I started the account and it was paid from my personal account, but somehow they put it in his name.Business response
05/15/2023
Ms. *******I removed the $60.00 balance from the duplicated account. I also see the original account was recently stopped. I will contact you to confirm you want the account stopped or restarted. Sincerely, ***** *********
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Customer Complaints Summary
45 total complaints in the last 3 years.
13 complaints closed in the last 12 months.