ComplaintsforThe Morning Call

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Initial Complaint
03/27/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ongoing problem of newspaper delivery (it is not the carrier himself) and customer service. March 25th and 26th no newspaper was delivered. I just renewed my subscription for one year. My biggest complaint is not being able to easily reach a customer service representative in the United States that speaks the English language fluently so that an older person such as myself can easily communicate. All initial contact is automated calling service. I went through the prompts to have both newspapers delivered and as of today, March 27, no such papers have been delivered. Once I was able to be connected to an actual Customer Service rep that I had much trouble understanding, the Customer Service Representative's solution is always the same. The Morning Call just wants to issue a credit for the missed paper. If I continually wanted to get credit for missing papers, why would I enter into a subscription contract? I just want my daily newspaper delivered.
Business response
04/12/2023
April 12, 2023

Please accept our sincere apologies for any inconvenience or frustration you have experienced associated with your Morning Call newspaper subscription.

As per our phone discussion, you did confirm that you have recently been receiving your newspaper deliveries to your satisfaction. The weekend of 3/25-3/26 were the only days of your missed deliveries of which those corresponding missed delivery credits have been applied back onto your subscription. Your feedback and customer experience discussed will be reviewed at this time and proper course of action will be taken, of needed. For our gratitude for being a long-time valued subscriber, I have processed two weeks of courtesy delivery onto your account which has extended your paid thru dare for your subscription.

Again, we apologize for the inconvenience this has caused. Please do not hesitate to contact the Morning Call Customer Service at ************ for any further assistance.

Sincerely,
******
Executive Resolution Center
Customer response
04/29/2023
[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
03/15/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Since August of 2022 I have been billed 7.96 a month by the Call and did not request nor did I receive any services. I called in January 2023 after I saw the problem and was told they would stop billing me. On January 25 my credit card was charged again for the 7.96 amount. I want them to stop billing me for something I did not order and do not receive.
Business response
04/11/2023
April 11, 2023
Our sincere apologies for any misunderstanding or frustration you have experienced associated with the Morning Call.
After researching your concern and per our discussion, it seems there was a digital only subscription started under your wife's name with her email address which was being charged every billing cycle. As you claim not to be aware of this digital only subscription and the information you provided, I was able to authorize a one time adjustment of the last payments and have issued a refund in the amount of $71.72. This refund will be applied back to the credit card charged within the next 7-10 business days due to our standard processing times. You were satisfied at the end of our conversation regarding this resolution.
If you need any additional assistance, please contact the Morning Call Customer Service Department at ************.
Sincerely,
******
Executive Resolution Center
Customer response
04/15/2023
[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
03/12/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In July 2022 I received a flyer in the mail from The Morning Call, the offer was 52 weeks of Thursday & Sunday home delivery for $17.76. I called the number on the flyer to purchase this offer, but they wanted me to give my credit card number over the phone, (being a victim of ID thief), I questioned the location of the person I was speaking to, and they responded they where located in Singapore, even though I dialed the phone number for The Morning Call area code ***. At this point, I was unwilling to give my credit card number out but was willing to pay if they could bill me on the MC website. The customer service agent informed me he would have to charge me in separate two billing transactions. The first bill I paid was $8.09 on July 23, 2022, online I received another bill of $4.42 I paid online Oct 02-2022. I never received a Thursday paper, only Sunday papers. I called many times and they said they would credit me and inform the delivery team they need to deliver my Thursday paper. In December they stopped delivering the Sunday paper. After many calls explaining this whole situation they claim they have no one to deliver to my address on Thursdays and claim I changed my subscription to Sundays only which I did not, they also claim I now owe them 18.10 for past due papers. I spoke twice to them in December and January they told me billing would call me back within 24 to 48 hours which they never do. Yesterday I received a letter from a collection agency for The Morning Call newspaper in the amount of $18.10. The simple math of this situation is I entered a contract with the MC for a total of 104 newspapers delivered I received around 16 to 20 papers delivered and am threatened with bad credit if I don't pay more money. There should be an investigation into the business practices of The Morning Call, they broke a contract, used bait and switch, and are trying to extort me for more money. I also sent MC an email explaining this situation with no response.
Business response
03/30/2023
March 30, 2023

Our sincere apologies for any inconvenience associated with your former Morning Call subscription.

After reviewing the information provided within this BBB Complaint as well as researching your former account, it seems Customer Service had assisted on your call dated March 18th of which the outstanding balance was credited therefore no further balance was due. It seems that there were delivery delays in your local delivery area and now there is only Sunday Only newspaper delivery available for your residence at this time. Due to the feedback you provided, I have further adjusted your account of the total amount you paid in the amount of $12.51 which will be refunded back to your credit card charged within the next 4-6 weeks due to our standard processing times. Also, the information provided will be reviewed and proper course of action will be taken, if needed.

If you need any additional assistance, please contact the Morning Call Customer Service Department at ************.

Sincerely,
******
Executive Resolution Center
Customer response
04/15/2023
[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
03/04/2023
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.
Acct #********* Have not received a newspaper delivery in well over 5 months. I have filed dozens of feedback forms online, but they never respond back. Now my account doesn't even work to read the paper online. I called their customer service number and they simply say someone will contact me, but they never do.
Business response
03/27/2023

March 27, 2023

Please accept our sincere apologies for any inconvenience you have experienced with your Morning Call newspaper subscription.

After reviewing your account and concerns, the local Distributor for your delivery area has been notified of your ongoing missed deliveries and the proper course of action will be taken. Delivery credits have been applied back to your account therefore your paid thru date has been extended accordingly. We continue to appreciate your feedback as well as your patience and understanding while we work towards a resolution to your delivery concerns in your area.

Customer Service will contact you directly to confirm your Thursday and Sunday newspaper deliveries are being received to your satisfaction. For our gratitude of being a valued Morning Call subscriber during this time I have processed two weeks of additional Thursday and Sunday newspaper deliveries which has extended your paid thru date.

Please do not hesitate to contact the Morning Call **************** at ************ for any further assistance.

Sincerely,
******
Executive *****************
Customer response
04/16/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

While I finally received 4 papers, my paper delivery has once again stopped. They have missed the last two deliveries. Very disappointing that they are unable to provide the service they are charging for.

Regards,

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

Business response
05/01/2023
May 1, 2023

Once again, our sincere apologies for any inconvenience you have experienced with your Morning Call newspaper subscription.

After continuing reviewing your account and concerns, the local Distributor for your delivery area has been notified again of your ongoing missed deliveries and the proper course of action will be taken. Additional delivery credits have been applied back to your account therefore your paid thru date has been extended accordingly. We continue to appreciate your feedback as well as your patience and understanding while we work towards a resolution to your delivery concerns in your area.

**************** has been contacting you directly to confirm your Thursday and Sunday newspaper deliveries are being received to your satisfaction.

Please do not hesitate to contact the Morning Call **************** at ************ for any further assistance.

Sincerely,
******
Executive *****************
Initial Complaint
02/20/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Improper billing, poor product, horrible customer service, fraudulent customer service.
Business response
03/15/2023
March 15, 2023

Sincere apologies for any misunderstanding or frustration you have experienced with your former Morning Call subscription(s).

After reviewing your former accounts, it seems Customer Service was in contact with you and your accounts were cancelled in our system. Due to the feedback you provided, Customer Service will be contacting you directly within the next 7-10 business days to see if any other assistance can be provided or if you would like to restart your subscription.

In the meantime, if you would like any other assistance, please contact the Morning Call Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
04/03/2023
[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
02/12/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I took an offer in December 2022, before Christmas, to receive the Morning Call newspaper. I think it was for a total of 8 weeks (every ******************* It's Feb 12, 2023, and I still haven't received one single paper. I phoned cust. service and my complaint was escalated a number of times. I e-mailed and called the ********* Sun. I got one e-mailed response 2-3 weeks ago that told me they will get on the problem and get it to me on that Sunday. It never happened. I've communicated one way or another about 15 times already with no positive outcome. I'm tired. I just want my paper.
Business response
03/02/2023

March 2, 2023

Please accept our sincere apologies for any inconvenience you have experienced with your Morning Call newspaper subscription.

After reviewing your account and concerns, the delivery credits have been applied back to your Thursday and Sunday account therefore your paid thru date has been extended accordingly.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. We continue to appreciate your feedback as well as your patience and understanding while we work towards a resolution to your delivery concerns in your area.

I tried to contact you today but reached your voicemail. **************** will contact you directly to confirm your deliveries are being received within the next **** business days.

Please do not hesitate to contact the Morning Call **************** at ************ for any further assistance.

Sincerely,
******
Executive Resolution Center
Customer response
04/25/2023
First filing w/BBB: 2/12/23 ID#******** This is the second time I am reporting The Morning Call newspaper for not delivering my paper since the second week of December 2022, when I ordered it. They have called me numerous times to ask if I received my paper and EVERY time I said, "NO". They said they'd keep working on it. I never received a single paper in 4 months so far. How hard is it for a newspaper company to deliver a newspaper to a door? This is ridiculous. I may not have responded when the BBB emailed me and asked if the problem was resolved because my boyfriend was admitted to the hospital for 3 weeks with a blood clot, and is home now with visiting nurses, so I may not have noticed. Anyway, can I get the paper I delivered (8 weeks -every Thursday and Sunday)?
Business response
05/05/2023

May 5, 2023

Once again, please accept our sincere apologies for any inconvenience you have experienced with your Morning Call newspaper subscription.

We have been continuing to review your account and concerns, the delivery credits have been applied back to your Thursday and Sunday account therefore your paid thru date has been extended accordingly. After reviewing 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.   Customer Service has been processing complaints and credit adjustments associated with your delivery complaints. We continue to appreciate your feedback as well as your patience and understanding while we work towards a resolution to your delivery concerns in your area.

Customer Service has been in contact you and has escalated your delivery concern as well as to obtain the delivery expectation for your area.

Please do not hesitate to contact the Morning Call Customer Service at ###-###-#### for any further assistance.

Sincerely,
******
Executive Resolution Center

Customer response
05/12/2023
[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
01/17/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We are subscribed daily to The Morning Call newspaper and have not received the paper from 1/13/2023 through 1/17/2023. I have contacted the customer service number and can leave a message or talk to a foreign customer representative to have the newspaper redelivered and still didnt receive the paper. I have tried contacting the company by phone but no one answers. I went online to their website, tried to file complaints, and can only ask for the same resolutions as the foreign representative promised. We still have not received the missing papers. We are enrolled in auto pay, which I tried to cancel on the website, only to be unable to find that option. So, it seems the Morning Call has access to our money but does not deliver their newspapers and there is nothing we can do about it. I cant even cancel the subscription on the website so it seems they are essentially stealing our money without providing their product. This isnt the first time that this has happened but only the latest instance. I am tired of this and dont understand how a previously reputable company can continually get away with this.
Business response
02/06/2023
February 6, 2023

Please accept our sincere apologies for any inconvenience or frustration you have experienced with your Morning Call newspaper subscription.

After reviewing your account and concerns, the delivery credits have been applied back to your account therefore your paid thru date has been extended accordingly. We continue to appreciate your feedback as well as your patience and understanding while we work towards a resolution to your delivery concerns in your area. Your feedback is being reviewed and it seems the last delivery complaint processed on your subscription is dated January 19th. For our gratitude, I have applied two weeks of delivery credit back to your account which has extended your paid thru date.

Customer Service will contact you directly to confirm your deliveries are being received as well as review your delivery credits and updated paid thru date within the next 7-10 business days.

Once again our sincere apologies as I tried to contact you but reached your voicemail. Please do not hesitate to contact the Morning Call Customer Service at 610-820-6601 for any further assistance.

Sincerely,
******
Executive Resolution Center
Customer response
02/10/2023
[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
11/14/2022
Complaint Type:
Delivery 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 subrscibed to the morning call on 8/3 /2022. i still havent received a one paper. i called 5 times telling them about it, they say they are going to contact the distributor about. and yet no paper.
Business response
11/28/2022
November 28, 2022

Please accept our sincere apologies for any inconvenience you have experienced with the delivery service for your Morning Call Thursday and Sunday newspaper deliveries.

We are reviewing your ongoing delivery concern with your local Distributor for immediate resolution. They have reached out to the Delivery Contractor to monitor your account to ensure that your newspaper arrives as expected on your scheduled delivery days. They have responded that as there are delivery delays in the area at this time that your deliveries may be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your area.

A credit adjustment has been applied to your account therefore your paid thru date has been extended. Customer Service will follow up with you within the 10-14 business days to ensure you are receiving your deliveries as scheduled.

Again, we apologize for the inconvenience this has caused and appreciate your patience while we worked on getting this matter resolved. Please do not hesitate to contact the Morning Call Customer Service at ************ for any further assistance.

Sincerely,
Katina
Executive Resolution Center
Initial Complaint
11/14/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a subscriber to The Morning Call for over 40 years. About 6 years ago The Morning Call changed how the paper was delivered to homeowner. I experienced a lot of difficulty with receiving the paper on a daily basis. I finally gave up after years of phone calls and emails to Customer Service and elected to go digital. The Customer Service Representative talked me into still receiving the paper on Thursday and Sunday. Delivery continued to be spotty. I changed my subscription to all digital, I do not know the exact date but it was around the end of Dec 2021. I removed the Morning Call box from my front yard. I am continuing to receive the paper on Sunday. I have called and emailed the Customer Service about this issued. The feedback from the customer service assures me the issue ahs been reported but the paper keeps coming. Please help me to stop the paper from showing up in my yard.
Business response
11/30/2022
November 30, 2022

Please accept our sincere apologies for any inconvenience you have experienced with the inability to stop the Morning Call newspaper delivery service to your residence.

We are reviewing this delivery concern with your local Distributor for immediate resolution to stop all deliveries on Sundays to your residence. We appreciate your patience and understanding while we work towards a resolution to your delivery concern.

Again, we apologize for the inconvenience this has caused. Thank you for being a valued digital subscriber. Please do not hesitate to contact the Morning Call Customer Service at ************ for any further assistance.

Sincerely,
Katina
Executive Resolution Center
Customer response
12/05/2022
[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
11/12/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
For the third time in one month I have not received my Morning Call paper. Since it is normally delivered with the ************** I am puzzled as to why I receive one paper and not the other. It is also quite frustrating when I call to complain about the lack of the paper, I am promised that one will be delivered later in the day. As a senior citizen who lives on the third floor of the apt. building, it is sometimes difficult to go down the stairs several times to see if the paper has been delivered, which does not happen. I am told that I can read the online edition, but that is too difficult for my eyes and since I pay for the paper edition, that is what I want to read. I hope that this problem can be resolved since it continues to happen.
Business response
11/30/2022
November 30, 2022
Please accept our sincere apologies for any ongoing frustration or inconvenience you may have experienced with your Morning Call subscription.

We have been reviewing your Wednesday thru Sunday delivery concerns with your local Distributor. 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.

After researching and reviewing your missed deliveries discussed within this complaint, Customer Service has processed the missed delivery complaints and escalated the delivery concern to Distributor. No further missed delivery complaints have been processed since November 12th. Also, as our gratitude for being a valued subscriber, I had extended your subscription paid thru date for an additional two weeks. This has extended your paid thru date until April 11, 2023. Thank you for your most recent payment.

Customer Service will contact you directly within the next 7-10 business days to confirm your Wednesday thru Sunday deliveries have been received to your satisfaction.

Again, we apologize for any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved. If you would like further assistance, you may contact our Morning Call Customer Service Department at 610-820-6601.

Sincerely,
Katina
Executive Resolution Center
Customer response
12/05/2022
[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,

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

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