ComplaintsforThe Morning Call

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Paid $195 in Feb 2023 for a 4day Morning Call (MC)Subscription. a few weeks later got a postcard in the mail from MC saying they were going to start charging $.15/day to deliver the paper. I called on 2/21/23 to cancel my subscription when my funds ran out and to delete my creditcard info. In early May i got a paper bill from MC that I ignored because I didn't want to spend an additional $.15 per paper. That bill was for $341.43. On 6/28/23 i got a call from MC *************) saying that I could get the 4times a week subscription for a year for $259.48. that seemed more reasonable and i gave them my credit card info. That should pay me through to June 26, 2024, when i would be charged that amount again. They said that I would have to call a different number clear up a $22.44 charge on my MC account. They couldn't tell me what that was for. On 6/30 I received another bill from MC, This time for $358.74. ($337.21 access plus $21.53 Prior balance?). I called MC on 7/2 and talked to ***. He said I now owe an additional $30.48 but couldn't tell me what it was for. He had no record of anyone calling me about my subscription on 6/28. So was that a scam! My card was never charged the $259.48. *** couldnt answer my questions and I finally gave up. Id like my account closed with MC and the amount owed deleted.!

  Business response

  07/25/2023

  July 25, 2023
  
  Our sincere apologies regarding any misunderstanding or frustration associated with your Morning Call  subscription. 
  
  Due to the information and feedback you provided, and in the interest of fairness, I have stopped your account effective July 27, 2023 as well as processed a credit adjustment of the remaining balance in the amount of $59.97. Therefore, please disregard any further bill statements or payment calls regarding your former account. Please be advised these additional charges associated with your Morning Call subscription are reflected on all our coorespondance and bill statements as well as on our Terms and conditions. For more details and to view the Complete Subscriber Terms and Conditions please go to www.tribpub.com/tc.
  
  I tried to contact you directly but reached your voicemail. Please  contact our Customer Service Department at ************ for further assistance or to restart your subscription.

  
  Thank you,
  ******
  Executive Resolution Center

  Customer response

  08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  06/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I haven't receive a paper for the last 8 days 6/20/23-6/28/23 I have called every day. I was told that would correct problem-then they would send to higher office-then they would call distributor-then would have distributor call me. without results still no paper. I told them that I am done. I'm not going to continue to call every day. She said yesterday just give us another chance. well another chance didn't work either. What else can I do to get a paper delivery? I am a long time customer and am retired now so I want a morning paper. I do not want to read on line. This is a trouble way to run a business.

  Business response

  07/27/2023

  July 27, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Morning Call home deliveries.
  
  Your account is being reviewed for the delivery concerns your provided within this complaint to your local Distributor. Please be advised since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Customer Service has processed missed delivery complaints and credits during your contact with them which has extended your paid thru date. . Thank you for your most recent payment.  Your feedback is being reviewed and proper course of action will be taken, if needed.  As per our phone conversation this afternoon, you confirmed you have been receiving your newspaper deliveries to your satisfaction at this time.

  Once again, sincerest apologies involving the Morning deliveries.  Should you have any further concerns, please do not hesitate to contact our Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  06/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Morning Call newspaper has not been delivered on 5/14, 5/18, 5/19, 524, 5/26, 5/30 and to date the entire month of June except on 6/4, 6/18 and 6/25 (Sundays). We've reported it online as undelivered and have contacted customer service at least three times to register an issue on why our June delivery schedule has been changed to just Sunday delivery without our knowledge. Each time we were informed that it will be changed back to everyday delivery, but no delivery of our paper has been received. Nothing has worked. Every time they say they will contact our delivery person, but we believe this is a national call center (international probably) and they (****) is unable or unwilling to give us any direct contact information in our area so we could try a more direct approach with our carrier. Sent two emails to the Morning Call Customer Advocacy Center and they asked us for more of our time and patience as they believe we have given them enough chances to fix the issue. Very frustrating and we feel helpless to do anything to remedy this issue. Unfortunately, given the utter lack of any customer support by this company on this issue, we appear to have no other way than this BBB complaint to spur any action. P.S.  Paid on May 15th and the payment runs through 8/3/23.

  Business response

  07/27/2023

  July 27, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Morning Call home deliveries.
  
  After reviewing your account and feedback within this complaint, it seems that your delivery area has Sunday only home delivery availability at this time. Your subscription was updated and a promotional offer was applied to your account of which extended your paid thru date. Your Sunday delivery concerns is being  reviewed for the delivery concerns your provided within this complaint to your local Distributor. Please be advised since there are changes with your local Distributor this may cause delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. As you have contacted Customer Service regarding this matter, delivery credits have been applied back to your account which has extended your paid thru date.  Due to your feedback you provided your delivery concern is being reviewed and proper course of action will be taken, if needed. For our gratitude for being a long time valued subscriber, I was able to authorize additional credits which would extend your paid thru date accordingly until November 18, 2023. Please disregard any former billing statements at this time.

  Once again, sincerest apologies involving the Morning deliveries.  Customer Service will be contacting you within the next 7-10 business days to confirm your Sunday newspapers have been delivered as scheduled. Should you have any further concerns, please do not hesitate to contact our Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  06/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Been a subscriber to Morning Call for over 30 years. Have called Customer Service over the years for missing papers. Usually were resolved. Unfortunately I am very disappointed in lack of resolution of current ongoing delivery issue. We have not received a paper for 6 consecutive days. No one In Our development is getting the paper delivered. I have called Customer Service 5 days in a row and was told that this issue would be resolve this week. I asked to talk to Management yesterday as I saw no resolution in this issue. I was told that that Management would call me in the afternoon, but I received no call. I am very disappointed in lack of concern for this delivery problem. This was an especially key week for wanting the physical copy of the newspaper as grandson participates in high school baseball and there was numerous articles in the sports section that I wanted to put in his scrapbook. I am definitely considering cancelling the paper and am totally disappointed in the delay in resolution of this problem.

  Business response

  06/16/2023

  June 16, 2023
  
  Our sincere apologies for any inconvenience you have experienced associated with your Morning Call home delivery subscription. Thank you for continuing to be a long time valued subscriber.
  
  After reviewing the information you provided within this complaint and your home delivery account, the local Distributor has been notified of the information you provided regarding your ongoing delivery concerns.  Currently, there are open routes and Production concerns causing delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.   Customer Service has been processing complaints and missed delivery credit adjustments associated with your delivery complaints which have extended your paid thru date as well as authorize a one-time lower rate due to this ongoing delivery circumstance. Your feedback is acknowledged and proper course of action will be taken, if needed. Customer Service will be contacting you directly within the next 7-10 business days to confirm you are receiving your newspapers to your satisfaction.
  
  If you would like any additional assistance,  please contact the Morning Call Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center
  
  

• Initial Complaint

  05/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Why do all of my neighbors get their Morning Call delivered on a Thursday and Sunday - and I never get mine delivered? Even when I call and ask for redelivery - no paper is delivered. Worst service for at least a year now!I don't want continual credits - I want my paper delivered Thursdays and Sunday's or I wouldn't subscribe to your paper. Why do you even offer paper delivery if it is NON- EXISTENT?

  Business response

  06/12/2023

  June 12, 2023
  
  Our sincere apologies for any misunderstanding or frustration you have experienced with your Morning Call Thursday and Sunday home delivery subscription
  
  Your account is being reviewed due to your missed delivery concern and has been addressed with your local Distributor. Due to open routes and Production concerns causing delivery delays in the area at this time, your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.   As you have been contacting Customer Service directly, your missed delivery credits have been applied back to your account therefore extending your paid thru date accordingly. For our gratitude for being a valued subscriber, I was able to authorize a 2 week credit adjustment which would extend your paid thru date until September 15, 2023 on your home delivery account.
  
  As per our conversation during our phone call, you confirmed your newspaper deliveries are being received to your satisfaction. If you would like any further assistance, please contact our Morning Call Customer Service Department at ************.

  Best Regards, 
  ****** 
  Executive Resolution Center

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $155.48 on 08/12/2022 for a ONE YEAR subscription for the local daily newspaper. This company used my credit card without my permission and charged me $193.92 on 05/18/2023 for another year, even though my current subscription wouldnt end until 08/2023.

  Business response

  06/06/2023

  June 6, 2023
  
  Our sincere apologies for any misunderstanding or frustration you have experienced with your Morning Call home delivery subscription
  
  After reviewing your home delivery account as well as the information you provided within this BBB Complaint it seems the paid thru date was shorten due to the additional charges associated with your subscription.  These additional costs, which shorten your paid thru date, are associated with the Premium Issues and reflected within your account disclaimers and Terms and Conditions. Please be advised that these premium charges were implemented to help defray print and delivery costs associated with these special issues that our readers have come to enjoy.  Criteria and details regarding these special premium issues are noted on all our Billing Statements and any other correspondence. It seems during your Customer Service on May 25th your account was adjusted and your paid thru date extended until August 2023. A full refund of the last payment in the amount of $193.92 was processed on May 30th and will be applied back to the credit card charged within the next 10-14 business days due to our standard processing times. Please be advised that your subscription is continuous therefore delivery continues at the next available rate unless you contact the ********* *** for cancellation or any further assistance. Your account is also part of our EZ Pay program so any furture payments will be automatically processed and this information was provided at time of new start acceptance.
  
  If you would like any further assistance, please contact our Morning Call Customer Service Department at ###-###-####.
  
  Best Regards, 
  ****** 
  Executive Resolution Center
  

  Customer response

  06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 10/07/22 I paid $1.00 with a credit card for 6 months of a digital subscription for the Morning Call. When those 6 months were done I paid another $1.00 with my credit card for another 6 months on 03/01/23. In March of this year $15.96 was posted to my credit card and I did not recognize that charge so I reported it to my credit card company. They issued a new card for me. Then in April another $15.96 was taken against the new card. How that is possible I don't know but it happened. I never authorized the Morning Call to taken anything other than those two $1.00 transactions. I have since emailed them asking why they are deducting that amount (it seems to be every month so far) but I haven't gotten any answer back. I re-sent the email attaching their receipt for 03/01/23 acknowledging that my $1.00 would get me 6 months of the digital subscription. They are taking money from me that they shouldn't be taking and they should not be able to use my card without my saying it was okay to use it. This needs to stop.

  Business response

  05/31/2023

  May 31, 2023
  
  Our sincere apologies for any misunderstanding or frustration you have experienced with your Morning Call digital subscriptions.  
  
  After reviewing the information you provided, it seems another account was started in our system for introductory rate of $1.00 of for the Morning Call digital service. Please be advised that multiple accounts are not uncommon for digital subscriptions as we have Schools, Libraries and Government Agencies  using several accounts and managed by one person. Each account would need their email address formally activated to each subscription in order to have digital access and the credit card information is inputted by the customer at the time of order which reflects all Terms and Conditions associated with a Morning Call subscription. Also, please be advised that all digital subscriptions are continous therefore the next available applied unless the Morning Call is contacted directly to cancel the subscription.  The introductory rate of $1.00 is only for a limited time as this offer is for new subscribers to our digital service.
  
  As a valued Morning Call digital subscriber, we value your feedback and appreciate your patience and understanding.  It seems Customer Service had cancelled the preexisting account and refunded $11.05 on May 16th back to your credit card charged. In the interest of fairness, I have processed a second refund in the amount of $20.87 on May 23rd therefore a total refund in the amount of $31.92 has been finalized.  This refund will process back to your credit card charged within the next 5-7 business days due to our standard processing times.  Your feedback regarding your Customer Service experience will be reviewed and proper course of action will be taken, if needed.  
  
  Should you have any questions or need further assistance, please do not hesitate our Customer Service Department at ###-###-####.
  

  Thank you, 
  ******
  Executive Resolution Center

  Customer response

  06/14/2023

  Yes, the business did get back to me and I am thoroughly satisfied 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried multiple times to cancel this account. I originally subscribed for a reduced rate of $1.20 monthly. This quickly escalated to $15.96 in early 2022. I called to cancel and was hung up on 3 times. The last time I spoke with someone who didn't comprehend English very well. I thought the account was cancelled successfully in 7/2022. It has just come to my attention they have continued to charge my credit card - even though I did not have access until 3/2023. It was only cancelled in March due to receiving a new credit card and they could no longer charge the card on file. Now they are telling me I owe $19.96 for April subscription that I believed was cancelled 9 months before.

  Business response

  05/22/2023

  May 22, 2023
  
  Our sincere apologies for any misunderstanding or frustration associated with your  Morning Call digital subscription.
  
  After reviewing your complaint and your digital subscription, it seems there was no contact received regarding your request to cancel your account. No notations on your subscription were reflected by Customer Service on your subscription nor call history could be found.  In the interest of fairness due to the information your provided, I have cancelled your account effective May 22, 2023 and have processed a refund of the last credit card charges and/or balance since July 2022. This refund in the amount of $127.55 will be applied back to your credit card within the next 10-14 business days. Also, this digital account was associated with email address ************************** Please disregard any bill statements you may received associated with this account at this time due to this adjustment and refund.
  
  If you would like any additional assistance, please contact the Morning Call at ************.
  
  Sincerely,
  ******
  Executive Resolution Center
  
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I have a full subscription to THE MORNING CALL. We are to receive a daily newspaper seven days per week, including Saturday and Sunday.We have not received a newspaper for 6 straight days. Apparently, our delivery people quit five days ago due to the fact that THE MORNING CALL was deducting $100 from what was owed them every week. Our carriers were doing an excellent job, delivering our paper daily by about 5:30 am.Calling the customer service department is fruitless. They are located, I believe, ** ****. They offer to have a paper delivered the next day, but I've fallen for that before. Nothing happens. Instead, I opt for a credit. However, a credit doesn't get a paper delivered. The problem remains.The owner of THE MORNING CALL -- ********************* a *************-based hedge fund -- should not be in the business of publishing a daily newspaper if they cannot deliver a daily paper to their customers.

  Business response

  04/21/2023

  
  April 21, 2023
  
  Our sincere apologies for any inconvenience or misunderstanding you have experienced with your Morning Call home delivery subscription.
  
  After reviewing your information and your account, the local Distributor has been notified of the information you provided regarding your delivery concerns.  Currently, there are open routes and Production concerns causing delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.   **************** has been processing complaints and credit adjustments associated with your delivery complaints. The last complaint processed was on April 16, 2023. As per our conversation, you confirmed you have been receiving your newspaper deliveries this week.
  
  If you would like any additional assistance,  please contact the Morning Call **************** Department at ************.
  
  
  Sincerely,
  ******
  Executive *****************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid for a subscription to the Morning Call newspaper for delivery of a physical paper on Thursdays and Sundays for a period of 6 months, on February 21, 2023.It is now March 30th, and to date I have STILL not received a paper delivery from this company. I have called their customer service at least a dozen times - each time I am assured that someone will fix the problem and get my paper delivery started, yet I still do not have a paper delivery. Their customer service is obviously overseas and not capable of actually doing anything except getting me off the phone.

  Business response

  04/25/2023

  
  April 25, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Morning Call home deliveries.
  
  Your account is being reviewed for the delivery concerns your provided within this complaint to your local Distributor. Please be advised since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. **************** has processed missed delivery complaints and credits during your contact with them. Your feedback you provided is being reviewed and proper course of action will be taken, if needed. For our gratitude for being a long time valued subscriber, I was able to adjust your subscription with an additional two weeks of credit which would extend your paid thru date accordingly. 
  
  As per our conversation we discussed your delivery concern and **************** will contact you within the next **** business days to confirm you have started receiving the newspapers as scheduled. Should you have any further concerns, please do not hesitate to contact our **************** Department at ************.

  
  Thank you,
  ******
  Executive Resolution Center

*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. ↩