ComplaintsforSan Antonio Express News

Newspaper

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate San Antonio Express News has a pattern of complaints and customer reviews concerning delivery of services and customer service issues. Consumers allege they are experiencing numerous billing issues and delivery issues.

Consumers allege:

difficulty canceling their subscription even after calls and emails requesting to cancel are made. Some consumers allege they still experience receipt of bills, charges after cancelation.
continuous delivery of papers even after they have canceled their subscription
difficulty receiving a refund after they have canceled their subscription
they were never subscribers to San Antonio Express News
difficulties receiving their papers as subscribers to San Antonio Express News

In November 2021, BBB submitted a written request to the company encouraging them to address their pattern of complaints. However, as of July 2023, BBB conducted a follow-up investigation and concluded the pattern of complaints previously noted remains.

As a result, BBB submitted a written request to the company seeking additional information including how they intend to address the pattern identified within consumer complaints and customer review data. BBB will update this profile with any additional information, including any business responses, when it is available.

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Initial Complaint
07/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My E-edition subscription was paid thru July 16, on July 6, I called and cancelled my subscription. My credit card was charged again thru 16 August. The supervisor I spoke with refused to remedy the charge. I will dispute the charge with my credit card company, but may not succed.
Business response
07/16/2024
Mr. ********
I have confirmed your account was canceled and refunded effective 7/12/24.
Sincerely,
*****************************
Customer response
07/16/2024
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
07/08/2024
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.
When I attempt to cancel my subscription, they put me on hold, and no one answers. I would like my subscription cancelled immediately.
Business response
07/16/2024
Mr. *********
Your account has been canceled immediately.
Sincerely,
*****************************
Initial Complaint
05/29/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I attempted to cancel my digital subscription by phone to the customer service number as directed on their website. I tried for two days with no answer (on hold). I sent an email requesting cancellation. I received an email saying I need to call the customer service number to cancel. This is a RUNAROUND. THANK YOU.
Business response
05/29/2024
****************,
I have canceled your digital subscription on the expiration date of 6/13/24.
Sincerely,
*****************************
Customer response
05/29/2024
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
05/29/2024
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 attempted numerous times to cancel my subscription, but there is not option to do this online. You are required to call.Calling is only available during their business hours. When calling, you are placed on hold forever and cannot cancel.
Business response
05/29/2024
Mr. ********
I have located your account and I will cancel the account on the effective date of 7/2/24. Going forward if you need to reach customer service the hours are 7am - 5pm Monday - Friday and 7am - 11am Saturday & Sunday. You can also email us at epressnews.com.
Sincerely,
*****************************
Initial Complaint
05/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I continue to receive unsolicited materials from the Express News in my yard and driveway. I have called the company 4 times to be placed on a do not contact list and even made an attempt through social media. Due to my work I am not home often. I have received warnings and notices from my HOA due to trash (their materials) in my yard. I want my address to be removed from their materials list.
Business response
05/20/2024
Mr. *****
I have flagged your address to stop all deliveries at your residence. The field team is aware of your request and escalated to the parties involved.
Sincerely,
*****************************
Customer response
05/20/2024
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
03/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The above establishment made fraudulent statements in order to get my information that was supposed to be a one time payment and used it for a subscription that I did not agree to. It was stated that there would be no subscription if the payment was made and that it was for locals to try out the paper. The payments listed below were not agreed upon and were increased illegally without any notification. The name listed on bank statements is ambiguous and can easily be mistaken for something else, which is why it was left unchecked for so long. The physical paper was not even delivered for many of these months which is another reason why there was a lack of knowledge on the incident. This is completely unacceptable and quite frankly disgusting behavior from a news outlet.03/15/23- $30 04/05/23- $30 05/03/23- $30 05/31/23- $50 06/28/23- $50 07/26/23- $50 08/23/23- $50 09/20/23- $50 10/18/23- $50 11/15/23- $56.95 12/13/23- $50 01/10/24- $55 02/07/24- $55 Current Pending as of 03/04/24- $59
Business response
03/05/2024
**************,
After reviewing your account, I do not show you contacted the Express-News in regard to missed papers and billing charges. the receipt that you signed states the following - I authorize the San Antonio Express-News to automatically charge my payment method on a recurring basis at the introductory and other rates indicated above, subject to future price increases. As a courtesy I will refund the last 3 charges. Any other charges you will need to dispute with your bank. I will provide a copy of the signed receipt at the time of the sale.
Sincerely,
*****************************
Customer response
03/05/2024
Complaint: 21385692

I am rejecting this response because:
I just contacted you and you did not say that you offered a refund for the last 3 months. Additionally, I have an email from you, specifically stating that the subscription is cancelled before you responded to this complaint.
Your employees also guaranteed that there would not be a recurring payment and yet you charged one anyways. Yes, I signed a receipt stating that I would be charged on a $12.50 basis, however, your employees said that they cancelled it IMMEDIATELY in the store so that I would not be charged beyond the initial $30 fee. I confirmed this with them multiple times in person upon purchase. I also never received any newspapers after the 2 months for which I did agree on person to pay for. Your company used false advertising and lied directly to me in order to conduct fraud and debit card abuse. You also never delivered newspapers for which you charged me for without my consent.

Regards,

*********************************
Business response
03/05/2024
**************,
I have confirmed your account has been canceled and refunded for the last 3 charges.
Sincerely,
*****************************
Customer response
03/05/2024
Complaint: 21385692

I am rejecting this response because:
You charged me for 10 months for a service I never agreed to pay for. You charged me a total of $649.95, for which I agreed to pay $30. I am unsatisfied because you are refunding me only 3 of the 10 months for which I paid that I did not agree to. Additionally you cannot even say I used the service because I never made an account to view your content online and I never received any of the newspapers for which you charged me beyond what I originally agreed to.
I want to recuperate the full $649.95 minus the $30 charge that I agreed to pay, for a total of $619.95

Regards,

*********************************
Business response
03/07/2024
Mr. *****
I have confirmed your account is canceled and processed a full refund.
Sincerely,
*****************************
Customer response
03/07/2024
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
02/26/2024
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.
On 1/3/24 I subscribed to *** antonio express and news paper for $9.99,then on 1/23/24 they took out of account $39.96 telling me it's for the 4 weeks delivery. But on 2/15/24 they took out again $39.96 I contacted customer service I told them I was doubled charged and I was told the same thing.i told customer service to take off my credit card info and stop taking money out whenever they wanted I've changed my credit card twice.they refused to refund my money. If I didn't need the newspaper I would cancel it,but only newspaper that delivers . So am at a lose as to what to do other change my banking account totally. Thank you for time ;*******************
Business response
02/26/2024
Ms. *****
I attempted to call and explain the billing/charge on your account. The terms and conditions state when you signed up online dated 1/2/24 - I authorize San Antonio Express-News to automatically charge my payment method on a recurring basis at the introductory and other rates indicated above, subject to future price increases. Sales tax may apply. Cancellations are not eligible for a refund and become effective at the end of my current billing period. We would love to keep you as a subscriber, if you have additional questions please call ************.
Sincerely,
*****************************
Customer response
02/26/2024
Complaint: 21345593

I am rejecting this response because:

Regards,

*******************
Business response
02/27/2024
Ms. *****

I attempted to call and explain the billing/charge on your account. The terms and conditions state when you signed up online dated 1/2/24 - I authorize San Antonio Express-News to automatically charge my payment method on a recurring basis at the introductory and other rates indicated above, subject to future price increases. Sales tax may apply. Cancellations are not eligible for a refund and become effective at the end of my current billing period. We would love to keep you as a subscriber, if you have additional questions, please call ************.
Sincerely,
*****************************
Initial Complaint
02/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I somehow started being charged by the San Antonio News Express in the amount of $15.96 per month. I do not remember authorizing this charge. I live in *********, not *****, and have no reason for this subscription. The website for the paper provides only a phone number to call in order to cancel a subscription. I called the number and spoke to a man who said he would have to transfer me to an "Account Specialist" to cancel my subscription. He proceeded to disconnect me. Now my attempts to call back are somehow being thwarted, as ever call I place to the digital subscription department is automatically disconnected. I need a refund of the most recent charge this week and for them to entirely remove my credit card information from their database, preventing any further recurring charges.
Business response
02/23/2024
Ms. ******
After reviewing your account I see you signed up online for the promotional offer back on 11/9/23 for $.25/12 weeks. Once the promotional offer ended your rate increased to the current rate of $4.99 week which would have stated in your terms and conditions. As a courtesy I have refunded the 2/19/24 charge back to your credit card.
Sincerely,
*****************************

Customer response
02/23/2024
Complaint: 21333663

I am rejecting this response because: it does not include confirmation that you are canceling my subscription.

Regards,

*********************
Business response
02/25/2024
****************,
This is confirmation your account was cancelled dated 2/24/24.
Customer response
02/26/2024
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
02/21/2024
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.
Dates of transactions and amount paid:08/16/23: paid 30 to SAE news 09/01/23: paid 30 to SAE news 10/03/23: paid 30 to SAE news 10/30/23: paid 50 to SAE news 11/28/23: paid 50 to SAE news 12/26/23: paid 50 to SAE news 1/17/24: paid 55 to SAE news 2/14/24: paid 50 to SAE news I got pressured in an HEB to sign up for this news service. The salesman wouldnt leave me alone and said his family couldn't afford food, so I signed up. I was told the service would be seven dollars weekly, 30 monthly. I wasnt told of any kind of price change to be expected. I found this subscription while cancelling my others and noticed the price had gone to 50. I was never made aware of a price increase through my billing adress which was confirmed on the phone or online. I feel like I should be *********** at least the $95 extra, since I wasnt made aware of the price increase. I'm also wondering if theres anything to be done about there shady sales tactics. I already called and cancelled the subscription, but was told that they would not be refunding any of the money. Wether I was told of the price increase or not. I took screenshots of all the transactions through my bank account. Please let me know if there's anything to be done.
Business response
02/23/2024
Ms. Price,
I am reviewing your account and will follow-up in an email with my findings.
Sincerely,
*****************************
Initial Complaint
01/08/2024
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 put a vacation hold for 36 days by phone. They continued to deliver and had to go above customer service to corrected it because of failure to correct other problems. Returned at end of November to water main brake followed by long medical emergency with family member. My delivery was suppose to restart 11/20 and as of 12/21 recieved no papers at all. Now recived bill for $100 for papers never recieved for 2 months. **************** stated that I must still pay for the 36 days of hold and was not informed when placed . I also was told i must pay for the missing papers from the restart date because I did not notify them. The agent I spoke with on 01/05 even suggested that I should haved stepped away from caring for sick relative, from hospital visit and make the phone call. In 37 years of working for emergency services I have never seen anybody stop to make a ***** call such as a missing newspapers. I should not have to pay for newspapers I never recieved at all and for being unable to call during medical problems
Business response
01/09/2024
Mr. ****
After reviewing your account I removed the outstanding balance and confirm your account is closed.
Sincerely,
*****************************

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