Complaints

This profile includes complaints for Fort Worth Star Telegram's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Fort Worth Star Telegram

  2300 W 7th St Fort Worth, TX 76107-2304

• 

  Star Telegram Newspaper

  808 Throckmorton St Fort Worth, TX 76102-6315

• 

  Fort Worth Star Telegram

  2300 W 7th St Ste 230 Fort Worth, TX 76107-2304

• 

  Star Telegram Newspaper

  808 Throckmorton St Fort Worth, TX 76102-6315

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27,2022 I sent a check for $521.36 for a one year subscription to the Fort Worth Star Telegram for both printed delivery and digital. On October16.2022 I requested that my delivery address be changed to my daughters address because I moved in with her. I was told the Star Telegram needed to suspend my delivery until October 26 to find someone who would deliver my paper and I could go online to read the paper until that time. I have spoken repeatedly with the Star Telegram and they still dont have anyone to deliver the paper so today I asked that they cancel my deliver of printed paper and I will go with just *******************. I asked if I would be receiving a refund and they said no they would apply balance to digital service. I said Ive already paid for digital service and I want to know what is the amount to be refunded for the delivery service. Their response was we will just apply the credit to your bill. The cost for digital service is $19.95 a month and supposedly I will get credit for the 3 weeks of undelivered papers. I want a refund or to know how much my account is credited so I will know the balance of my account and how long my subscription will last. A 12 month digital subscription is around $239.40 and I paid for August, September, and part of October for the printed and digital services. So what is the balance on my account. I appreciate anything you can do to help resolve this issue. Thanks *************************

  Business Response

  Date: 11/10/2022

  We apologize for the inconvenience. Our record shows that your subscription to The Star Telegram has been changed to digital only on 11/02/2022 and your expiration date has been adjusted to 06/07/2024.

  If you have further questions or concerns, you may reply to this email or call our *************************** at ************. Our phone representatives are available every Monday-Friday from 7:00 AM - 4:00 PM and every Sunday from 7:00 AM - 11:00 AM.
  
  Thank you.
  
  Sincerely,

  Fort Worth - Star Telegram

• Initial Complaint

  Date:10/25/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a monthly Wednesday and Sunday newspaper delivery subscription that began in April 2022. I had the subscription for six weeks before I received a subscription price increase (30% per month). I called the Star Telegram and spoke with a customer service representative on June 12, 2022 asking them to cancel my subscription. They offered me a reduced subscription price, but I explained that I have been offered this 10 times in the past 18 months and accepted (before canceling my previous subscription) and that I was no longer going to be a subscriber because of the constant subscription price increases. I asked to cancel and they said they would.In August I received a letter stating that I had an overdue balance on my account for subscription fees in July 2022. I immediately called and emailed the Star Telegram to notify them that I had canceled my subscription more than a month ago. During that call the customer service agent told me that I had two account numbers under my name and address. They told me when I called in June that one account was canceled (I had digital subscription account that I canceled in February 2022 after receiving subscription price increases every 3-6 months for two years). Apparently when I called in June, they told me my subscription would be canceled, but they used the account number that was already canceled. I told them when I had called in June 2022 that I obviously wanted my active subscription canceled. The customer service agent I spoke confirmed this, apologized, and told me the subscription would be canceled. Today I received a collections notice in the mail from the Star Telegram I am utterly shocked that a business can behave this way. I expect my balance will be removed and I hope another customer never has to experience such poor service in the future.

  Business Response

  Date: 10/25/2022

  Thank you for your message to the FortWorth Star-Telegram. Our records show your account was expired 7/31/22. The account continued on a grace ****** and was stopped completely on 9/3/22. We show there was an email response sent back to you on 7/19/22 with an offer to keep the subscription. There was another email sent on 8/26/22 with the cancelation link to process the cancelation request. Your account was taken off the autopay option, which stopped all further payments, but the account continued on a grace ******. We do apologize that your request to cancel was not honored on your first request. As of today, 10/25/22, your account has been cleared to a 0 balance.

  Please note, ARM solutions is a non-reporting collection company. This will not appear on your credit report. Your account has also been cleared with ARM Solutions.

  Please feel free to contact us at ************ or *********************************************** if you have any further questions or concerns.

  Thank you

  Customer Answer

  Date: 10/25/2022

  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.
  

  Thank you for your assistance with this request.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I last renewed my annual subscription for the **** newspaper on 01/19/22, 9:45a.m., representative Mercy (my account number is ************. My annual subscription for ********* delivery + digital was paid in full, $67.60, upon renewal on 01/19/22, confirmation number CS22011904. The expiration date for this annual subscription was 12/04/22.The **** unilaterally and retroactively increased the price of my subscription by approximately 16%, effective 05/09/22, for a weekly supply chain charge by moving up the expiration date from 12/04/22 to 10/09/22 per an undated letter from the **** (letter available upon request).I cancelled my subscription of the **** on 08/02/22, 1:20p.m., representative ***, effective at the end of my current subscription period. At this time I was made aware that the **** had once more unilaterally and retroactively increased the price of my subscription by an additional approximately 8%, by further moving up the expiration date from 12/04/22 to 09/14/22. The **** had not notified me of this additional price increase. The cancellation and cancellation effective date of 09/14/22 of my subscription were confirmed by representative JC, 08/02/22, 1:34p.m., confirmation number ****, and by the cancellation confirmation email KMM6819733V23388L0KM from the ****, 08/04/22, 9:37a.m.Since the cancellation I have received several unwarranted and unjustified invoices in varying amounts from the **** for reasons unknown, for which no contractual basis exists, and which have been issued after I had cancelled my subscription (First Renewal, $4.99, received 08/17/22; Second Renewal, $5.40, received 08/31/22; Final Notice, $13.28, received 09/28/22).I am disturbed and very distressed at this heavy-handed attempt by a large corporation to unjustifiably extract additional payments from this former subscriber while simultaneously not fulfilling their original contractual obligations.

  Business Response

  Date: 10/17/2022

  We do apologize for the billing issue you experienced with your newspaper subscription. It's important that we hear from our customers when they are not satisfied with services and we have addressed this issue. Our records show all balances have been cleared for The Star Telegram #*******.

  Sincerely,

  Fort Worth - Star Telegram 

  Customer Answer

  Date: 10/18/2022

  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. I wish NOT to be contacted by the Fort Worth Star Telegram, its agents or any third parties acting on its behalf. 
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:09/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the Star Telegram to have my subscription cancelled due to them raising the price to over double to what I was charged the previous month. The agents were very rude and not helpful at all. They said that they can't cancel my subscription until 10/23/22 when I called them on 09/23/22. They will not refund any of the $25.97 that I was charged for the month from 09/23/22 to 10/23/22. I asked that the cancellation start at the time of my call on 09/23/22 but was told that it wouldn't cancel until 10/23/22. I am very concerned that my subscription has not been cancelled and my credit card will be charged for more. I am not able to cancel my subscription or cancel my newspaper subscription online. There are NO options for removing my credit card from this account. My account # is *******. Please help getting this cancelled and the $25.97 refunded.

  Business Response

  Date: 09/26/2022

  Thank you for your message to The FortWorth Star-Telegram. Our records show your account is set to stop 10/23/22. As of 9/23/22, your credit card information has been removed. There will be no further payment transactions on your account. Please note, the rate on your account is one of our deepest discounts at $5.00/week. We no longer offer this rate. If you are interested in keeping the delivery at this rate, please let us know. The new promotional rates start at $10.00/week. We do apologize if you did not see the email notification sent out prior to the change. In regards to the refund policy, please refer to the terms of service.

  https://www.star-telegram.com/customer-service/terms-of-service/

  Please feel free to contact us at ************ or *********************************************** if you have any further questions or concerns.

  Thank you

  Customer Answer

  Date: 09/26/2022

  Complaint: 18119195
  
  I am rejecting this response because: I should not be charged for an additional month AFTER I cancelled my account.   I would like a refund sent to me for $25.97  It is unreasonable to have to pay for an additional month AFTER the cancellation.
  
  Regards,
  
  ****************

• Initial Complaint

  Date:09/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was automatically charged $338.00 to my credit card. This was not authorized. My subscription was not up for renewal until December. I now receive the paper by mail which was not what I agreed initially. I get the paper 3-4 days late. I called customer service & the person hung up on me,

  Business Response

  Date: 09/23/2022

  We apologize for the inconvenience. This is to confirm that we did receive your payment of $338.00 on 08/22/2022 using the credit card with the last four digits of ****. This payment covers the 52 weeks subscription from 08/23/22 until 08/22/23.  

  Be informed also that mail delivery is sent 3rd class and could take up to 3-5 days to receive the paper. 

  Sincerely,

  Fort Worth - Star Telegram 

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ****-22, I called the Fort Worth Star Telegram to cancel my mother's newspaper subscription as she no longer wanted it. I had been paying for the bill on my **** account. I talked with the employee for several minutes because she continued to try to not cancel the subscription. I told her I wanted it Cancelled and apparently she understood because I was no longer charged the monthly fee after ****. My mother received a past due bill from the Fort Worth Star Telegram for $138.08 in July or August. She did not worry about it because she knew the account had been cancelled. Then, she received a letter dated 8-30-22 from A.R.M. ********** **** which is a debt collector service. She gave me the bill. On 9-13-22, I called and talked with an employee named Mark ID#**** and explained the situation to him. He reported the account was closed, but there was an overdue payment fee of $138.08. Initially, he stated that there were no notes documenting a call from me cancelling the account, yet he verified someone knew to cancel it since it was no longer being paid by my **** bill. **** then stated there was a telephone call documented on ****-22 stating I had called in and had been offered a $5 off subscription and would call back if I wanted this. There was no documentation that the account was to be Cancelled so this employee falsified the documentation. Initially, **** then stated I could just pay $69 of the past due fee which I refused. He then stated he would take care of this: make sure there was no longer a Payment Due in my mother's name and would ensure my mother would no longer receive any Debt Collection bills. I do not believe any of the above actions will be completed unless assistance from BBB.

  Business Response

  Date: 09/15/2022

  We do apologize for the billing issue you experienced with your newspaper subscription. It's important that we hear from our customers when they are not satisfied with services and we have addressed this issue. Our records show all balances have been cleared for The Star Telegram #*******.

  
  We do apologize for the inconvenience this may have caused and will be glad to help you in the future should you have other questions or concerns.
  
  Sincerely,

  Fort Worth - Star Telegram

  Customer Answer

  Date: 09/28/2022

  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

  Date:08/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After experiencing problems with the company automatically renewing my subscription, I paid in full by check for a 6 month subscription. After that period ended they continued to deliver the newspaper and then two months later sent me a bill for $55.00 I contacted them and they said that was their standard practice and they didnt care if I contacted the BBB or not!!!!

  Business Response

  Date: 08/31/2022

  We do apologize for the billing issue you experienced with your newspaper subscription. It's important that we hear from our customers when they are not satisfied with services and we have addressed this issue. Our records show all balances have been cleared for The Star Telegram #*******.
  

  We do apologize for the inconvenience this may have caused and will be glad to help you in the future should you have other questions or concerns.
  
  Sincerely,

  Fort Worth - Star Telegram 

• Initial Complaint

  Date:08/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i authorized Star Telegram to withdraw $60 from account for news paper subscription but they withdrew $130. i called back to get a refund and they say they have a no refund policy. even if i cancel my subscription they will not refund the money only use towards subscription and then cancel. they dont care extra money taken without my authorization.

  Business Response

  Date: 09/06/2022

  We do apologize for the billing issue you experienced with your newspaper subscription. It's important that we hear from our customers when they are not satisfied with services and we have addressed this issue. Our records show that we processed a refund on your account for $36.49.

  Sincerely,

  Fort Worth - Star Telegram

• Initial Complaint

  Date:08/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially signed up for paper service through Star-Telegram on 1/9/2021 for my wife. 2022 we decided we no longer wanted the service. I called numerous times and spoke with different people to make sure my auto renewal is canceled. Agent assured me that it will not renew. Today 8/14/2022 I received collection agency A.R.M **** for ***** for June ******************************************************** notices of past due payments. They have not contact me in anyway shape or form. This is the first time I am hearing about past due payment for services that I didnt signed up for nor received news paper since I canceled. Star-Telegram behavior is very underhanded and shady. I would like to see my account officially closed and this matter resolved.

  Business Response

  Date: 08/15/2022

  We do apologize for the billing issue you experienced with your newspaper subscription. It's important that we hear from our customers when they are not satisfied with services and we have addressed this issue. Our records show all balances have been cleared for The Star Telegram #********.

  
  We do apologize for the inconvenience this may have caused and will be glad to help you in the future should you have other questions or concerns.
  
  Sincerely,

  Fort Worth The Star Telegram

  Customer Answer

  Date: 08/16/2022

  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

  Date:08/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 87 year old mother has always loved reading the Star Telegram , so even though the price for home delivery was outrageous in my eyes , I kept her subscription up . Paid the Star Telegram $652 for 23 weeks delivery in mid December 2021 on Account #******* , should have taken us in to June . Mid April delivery stopped , no notice as to why at all . Took me many phone calls and e-mails to customer service to finally find out on June 3 from customer service that they had lost their delivery person in April and they no longer have home delivery in the area because it is very rural . Was told by customer service it would be delivered through ****** Also purchased a discounted subscription in June for 4 weeks delivery . Still have not received anything since mid April . Many phone calls and emails to customer service . Always supply phone number and email address . No replies , no responses . On phone with customer service , always told issue will be corrected . Now we have received a collection letter for $12.51 that should be payed to prevent future collection attempts , when it is the Star Telegram that owes us over $200 for non delivered services from mid-April to June . Deplorable customer service with this company .

  Business Response

  Date: 08/11/2022

  Thank you for your message to The FortWorth Star-Telegram. We are sorry to hear about the delivery issues you had experienced. Our records show the account was stopped 7/19/22. At this time, the amount of $12.51 has been cleared. We do not show your account was sent to a collection company. Please note, you do not need to send in $12.51. The account is at a zero balance as of today 8/11/22.

  Please feel free to contact us at ************ or *********************************************** if you have any further questions or concerns.

  Thank you

  Customer Answer

  Date: 08/15/2022

  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. Although , I still find it as bad business to stop delivery in April for the area and no refund or resolution was offered at that time . It took many phone calls to your customer service ***** to find that information out . 
  
  Regards,
  
  ***********************