ComplaintsforThe New York Times Company

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Initial Complaint
08/16/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I signed up for home delivery and web subscription to the New York Times several months ago, with the first billing statement being 5/16 and payment made on 5/17 for $21.11. I received only two papers during that period and called customer care about the missing papers. For the next few weeks I still not get my Sunday New York Times, report missing papers, but was still charged $11.41 on 6/13 and payment made a day later. Customer customer continued to be notified that I haven't receive my papers for several weeks, but the charges continued. On 7/11 $6.51 was charged to my cared and on 7/12 my credit card paid the amount. Then on 8/8 I was charged $1.62 and it was paid on 6/9. I have called, emailed and gone through NTY's website to try to understand why the h*** I am being charged for papers I never receive. I never got a reply to the email, only thing the website allows you to do is say you get a credit for the missed paper and customer service is useless, because they can only email
Business response
08/18/2021
Re: Complaint # ********
Customer Information:
***********************
*** ************************************************** ***
Daytime Phone: **************
E-mail: **************************
New York Times Acct#: *********
Please be advised that this complaint has been resolved. We can confirm the account was appropriately credited for all the missed papers. And since we **** in advance, the credits during one cycle would appear in the following invoice. We have also contacted our distribution partner to look into the delivery issues and have it corrected moving forward.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** ****************** *** ***** *** ** *****
Initial Complaint
08/16/2021
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took an offer for home delivery of the paper for 2 dollars a week for 8 weeks with the opportunity of cancelling anytime. I cancelled after paying the original 8 weeks, on line in a chat with an officer of the subscription service in early June. This individual acknowledged the request and informed in writing after a long back and forth chat that he would cancel the subscription. He obviously misrepresented because I kept receiving a **** for $129.90. i tried to appeal but their customer service claims that there is no record of the cancelation. I have no way to obtain a copy of that chat. . My account *********.can you help?
Business response
08/18/2021
Re: Complaint # ********

Customer Information:

*****************
****************************************************************************************
Daytime Phone: **************
E-mail: **************

New York Times Acct#: *********

Please be advised that this complaint has been resolved. We can confirm that the subscription has been cancelled and the outstanding amount in the process of being removed to reflect a 0 balance.

Best Regards,

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

Care Business Specialist

*** *** **** ***** ****************** *** ***** *** ** *****
Initial Complaint
08/09/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I canceled the subscription on Aug.7th 2021 with the subscription cycle ending on Aug.8th 2021. The online chat agent, named Manny, confirmed my cancelation as of Aug.7th 2021. My credit card had a pending transaction $6 from ** Times. Manny advised that's the charge for the next 4 weeks of subscription up to Sept.5th 2021. This does not make sense as cancellation of subscription is confirmed as of Aug.7th, ** Times have no right to continue **** me another cycle starting AFTER the cancellation confirmed. I requested for refund of $6, Manny rejected. I would like the $6 charge being refund as this is not an authorized charge for a canceled subscription.
Business response
08/10/2021
*** ********* * ******** ******** ************ ******* **** **** ************************************************************ *** ******* ****** ************** ******* ****************
Please be advised that this complaint has been resolved. We have confirmed that the All Access subscription was cancelled on 8/7/21 and the customer was not charged an additional $6.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** ****************** *** ***** *** ** *****
Customer response
08/10/2021
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:

[Your Answer Here]
The response from ** Times is NOT true. ** Times canceled my subscription on Aug.7th 2021 for the cycle ends on Aug. 8th 2021.
I was still charged the $6 on Aug.6th for billing cycle Aug.9th - Sept.5th that ** Times refused to refund.

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

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

10.1.3
Business response
08/18/2021
*** ********* * ******** ******** ************ ******* **** **** ********** ****** *************************************************** ******* ****** ************** ******* ****************

According to our records the customer disputed the $6 charge attempt on 8/6/21 with the credit card company, so payment was not receive. Nonetheless, we went ahead and refund the only $6 payment that was made on 7/11/21.

Best Regards,

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

Care Business Specialist

*** *** **** ***** ****************** *** ***** *** ** *****
Customer response
08/23/2021
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,

******* ****

10.3.1
Initial Complaint
08/02/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Subscribed to their digital access service in Dec. of 2019. In September 2020, transferred that service to the Sunday Home Delivery. The issue is the transfer never took place and both accounts were ongoing. I did not become aware of the duplicate account issue until my digital access subscription was not renewed due to a credit card expiry date issue, which flagged the account to my email. After researching the issue, I realized I had been paying for duplicative services from the *** for the past 10 months. Totalling over that time a duplicative payment of $157.29. (basically, the cost of the service that was supposed to be replaced by the home delivery started in Sept 2020.) Upon contacting ***, they informed me that they do not offer refunds nor credit accounts for these matters. There is no way for them to know of duplicative accounts and thus, there is nothing they can do. I asked to transfer credit to home service. They instead cancelled both my accounts.
Business response
08/04/2021
*** ********* * ******** ******** ************ ************************* *********************************************************************************************************** ******* ****** ************** ******* *******************

New York Times Acct#: *********

Please be advised that this complaint has been resolved. We can confirm the digital subscription under email address (*******************************) has been cancelled and the Home Delivery reinstated. Although the digital subscription was under a totally different email address than the Home Delivery, we went ahead and credit the Home Delivery account $141.24, as a courtesy.

Best Regards,

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

Care Business Specialist

*** *** **** ***** ****************** *** ***** *** ** *****
Customer response
08/04/2021
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:

Both the digital and home delivery subscriptions were cancelled with ZERO refunding of the overpayments that were made. The actual cancellation was done by the account specialist "*****" while I was on hold for a manager without my approval. Once cancellation was made it was not possible to reinstate the account. I will receive the home delivery thru 8/08/21 at which time the remaining August payment should be refunded to my account but none of the duplicative payments of the amount of $157.29 was addressed. *** Manager I was transferred to "****" was not willing to credit my account in full or partial for the $157.29 on future delivery of digital or home service regarding this duplicative overpayment.
Thus, the response from the New York Times related to this complaint is incorrect and unacceptable. I should also note that I received an email from the *** within 6 hours of this duplicative account cancellation by the New York Times customer service department asking to reinstate my account at a special offer of $1/week or $4/month. So, the *** can cancel my services that I mistakenly and unaware duplicative paid for and then offer me the same exact services for another year at a rate of $4/month versus $54.51 which is what I have been paying for the past 11 months. This action within itself flies right into the fact that this is a deceptive business practice which MUST be stopped and not allowed to continue. It is one thing to not correct actions that a customer requests, yet another to then allow actions knowing and willingly that are in exact opposition to what they will not address or correct.
Furthermore, the *** should review the actions of their two customer service representatives (***** and ****) and the manner in which they handled the call made on 2 August. In both conversations, willingness to listen to the issue that occurred and understand the request the customer was making was not done. Shame on the New York Times for publishing one standard and then having a totally different one when handling their business pracrtices. I ask the BBB to address this issue and strive to get some amount of credit that can be applied for my overpayment of services.

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

Sincerely,

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

Customer response
08/12/2021
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:

I am still waiting for finalization from *** regarding the account. I contacted *** customer service on 08/11/2021 and set up a new digital service (Acct# ********** Subscription ID: ********. The credit associated with the former accounts that were both closed by *** on 2 August 2021. despite what the response letter indicated is not reflecting on this new online digital subscription. *****, the *** customer service agent was very accommodating and tried to get everything to connect; however, indicated that **************** was noted on the account and there would need to be processing by *** to get the $141.24 to be seen as a credit on the new digital subscription. ***** was unable to tell me on the call why the credit was not reflecting or was not sure that it would reflect on the account or if *** would issue a check for that amount reimbursing me?
My request is that *** account for this $141.24 credit (either as a credit on the Digital account ********* that was reinstated by Chris on 8/11/2021 or indicate that a check will be mailed or credit issued to my credit card on file.).
Thank you,
*************************

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

Sincerely,

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

Business response
08/24/2021
*** ********* * ******** ******** ************ ************************* **************************************************************************************************************** ******* ****** ************** ******* *******************
New York Times Acct#: *********
Please be advised that the Home Delivery has been cancelled and $141.24 refunded back to the credit card on file, that should be received within 10 to 14 business days.
Best Regards,
*****************************
**** ******** ********** *** *** **** *****  ****************** *** *****  *** ** *****
Initial Complaint
07/28/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a monthly subscription to the *** Games app. This subscription CANNOT be cancelled using their app. It also cannot be cancelled online. To cancel, a representative must be chatted with or called during set business hours. An online-only product should have the ability to be unsubscribed online at any time.
Business response
07/29/2021
Re: Complaint # ********

Customer Information:

*****************
********************************************************************************************************
Daytime Phone: **************
E-mail: ********************

Please be advised that this complaint has been resolved. We have confirmed that the monthly Games subscription was cancelled on 7/27/21 and a new subscription started on 7/27/21 at a promotional rate of $14.95 for 1 year.

Best Regards,

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

Care Business Specialist

The New York Times *****************, *** ***** *** ** *****
Initial Complaint
07/27/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In 2020 I was offered a special rate of $1 per week. I never received that rate and was instead charged $17 per month. I chatted on-line with them last year and was told I would get a refund. I never did. I called today and was told that they NOW will only refund me 3 months. The still owe me for the rest of the year where they were overcharging me $13 per month.
Business response
07/29/2021
Re: Complaint # ********

Customer Information:

*****************************
**************************************************************************************************
Daytime Phone: **************
E-mail: ***********************

Please be advised that this complaint has been resolved. We have confirmed that the customer started a Basic Digital Access subscription on 12/17/20 at a promotional rate of $8 every 4 weeks for 52 weeks and cancelled it on 7/27/21. The full rate of $17 was never charged, therefore no refund is warranted.

Best Regards,

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

**** ******** ********** *** *** **** ***** ****************** *** ***** *** ** *****
Initial Complaint
07/27/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A year ago I accepted an introductory offer from the New York Times for a one-year digital subscription at a rate of $4 every three months. On July 12, 2021 I received an email notifying me that my intro rate would be up on July 21 and would increase to $17 every three months. The email said I could cancel any time and provided a link, which I immediately clicked. This took me to a Terms of Agreement page. I read it and was informed I could cancel via the chat box provided. I did so and answered all of the questions it asked regarding my reason of cancellation. Two weeks later I found that my credit card had been charged $17. I called NYT customer service and, after waiting over an hour, spoke to ***** (withheld his last name) who tried to sell me another subscription. He ultimately agreed to cancel my subscription, but refused to refund the $17 dollars charged to my card, claiming he had no record of my cancellation. Untrue--NYT surveyed "my experience" 2 days after the chat-box canx.
Business response
07/29/2021
Re: Complaint * ********

Customer Information:

***************************
***********************************************************************************
Daytime Phone: **************
E-mail: *********************

Please be advised that this complaint has been resolved. We were able to locate the Basic Digital Access subscription under email **************************** and can confirm that it has been cancelled and $17 refunded back to the credit card on file.

Best Regards,

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

**** ******** ********** *** *** **** ***** ****************** *** ***** *** ** *****
Customer response
08/01/2021
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,

***************************
Initial Complaint
07/27/2021
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Tried to cancel a home delivery subscription. No option to cancel online. Can only cancel by phone yet have been waiting on the phone an hour already. I am working from home and yet what about those not working from home that cannot take 2 hours out of their day to wait? Truly slimy business practices.
Business response
08/02/2021
*** ********* * ******** ******** ************ **** ******** ** ***** ******* ** ****** ** ***** *** ******* ****** ***** ******** ******* *********************

New York Times Acct#:*********

Please be advised that this complaint has been resolved. We have confirmed that the Home Delivery subscription has been cancelled and $29.83 will be refunded back to the credit card on file.

Best Regards,

Oswald R*******

Care Business Specialist

The New York Times *** ****** ******* *** ***** *** ** *****
Initial Complaint
07/20/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a promotional rate for Sunday delivery of the ** Times, set to expire on 07/24/21. To make sure that I was not charged the full rate, I went to the website today 07/19/21 to cancel , only to find out that I had been charged the full rate 9 days early on 07/15/21. I immediately attempted to chat with a CCA (named ******) who attempted to get me to sign up again, offered no apology for the lack of notice and ended the chat without answering my request for a refund ,notifying me that my subscription would end on 7/25/21 (I had been billed on 7/15.21 through 8/14/21 . I attempted another chat with a new CCA named ******* . and advised that my chat had been ended by the previous CCA prematurely and requested my refund . ******* advised me that they would not be issuing a refund and that "procedures had been followed". I am Autistic and after becoming permanently disabled 3 years and live on SSDI entirely. The $35 that they charged me is a great deal of $ to me.
Business response
07/27/2021
Re: Complaint # ********

Customer Information:

******************************************
********************************************************************************
Daytime Phone: **************
E-mail: ***********************

New York Times Acct#: *********

Please be advised that this complaint has been resolved. We can confirm the subscription is cancelled and in the process of refunding the last payment.

Best Regards,

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

Care Business Specialist

*** *** **** ***** ****************** *** ***** *** ** *****
Customer response
07/28/2021
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: They said that the subscription would end on July 25but I never received the last Sunday Times delivery on July 25th, thus they should refund me not only the $35 that they took from me 10 days early through Aug 25th but should also refund last Sundays paper as well.
I also need an explanation as to "procedures were followed". Is it their procedure to charge consumer 10 days early minus notification. If so , I do not believe that this is ethical, moral or legal.

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

Sincerely,

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

Business response
08/10/2021
Re: Complaint # ********
Customer Information:
******************************************
*****************************************************************************************
Daytime Phone: **************
E-mail: ***********************
New York Times Acct#: *********
We have added an additional $4.62 credit for the missed paper and in the process of refunding a total of $39.63, that should be received within 7 to 14 business days.

Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** ****************** *** ***** *** ** *****
Initial Complaint
07/19/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a digital subscription to the New York Times through Apple Pay. Today, I wanted to subscribe to their Games feature at $19.99 a year. I paid for it with PayPal. I was not able to access the program. When I spoke with a representative of the Times, they told me they could not help me because I subscribed to the original Times subscription through Apple and not them. They acknowledged I couldn’t access the Games feature and would cancel it for me but would not refund the purchase price. I purchased this Games feature 5 minutes before speaking with them, they couldn’t provide it to me yet refused to refund the purchase price..
Business response
07/21/2021
*** ********* * ******** ******** ************ ******* ******* **** **** ****** ***** * ***** **** *********** ** ***** *** ******* ****** ***** ******** ******* *****************

Please be advised that this complaint has been resolved. We have refunded $19.97 back to PayPal and provided the customer with a 1yr complimentary Games access for her troubles.

Best Regards,

Oswald ********

Care Business Specialist

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

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