Customer ReviewsforVirginian-Pilot Media Companies
29 Customer Reviews
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Review from Lisa W
1 star08/09/2024
I have been trying to clear up 6 unauthorized charges to my credit card that is NOT even listed on my Pilot account. First email sent July 20th. Received response July 24 to send bank statements showing the disputed charges. I did that July 29 and never got a response!! I had to call customer service on Aug 6th. They said they did not have access to the email I sent, different department! Unbelievable! Note was placed on my account for the department to contact me. 3 days later no response. I just called again and asked to speake to Mary Angelito who's name was on my email correspondence. Apparently, she's not available until later this afternoon. I left my cell number, but I doubt I will get a call back!! The worst customer service ever!! Advice, if you're thinking of subscribing, DON'T!!Virginian-Pilot Media Companies Response
08/14/2024
Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with the Virginian Pilot. The information you provided within this review and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. Customer Service will be contacting you within the next 3 business days for further assistance. Thank you, Katina Executive Resolution CenterReview from James G
1 star07/24/2024
I have been a longtime cusstomer of tthe Virginia pilot. Over the past year and 1/2 I have been overbilled my approximately hundred and $176 and I have been unable to get any satisfact from the company were get a copy of a statement from them for a refund.Virginian-Pilot Media Companies Response
08/14/2024
Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with the Virginian Pilot. The information you provided within this review and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. Customer Service will be contacting you within the next 3 business days for further assistance. Thank you, Katina Executive Resolution CenterReview from Linda A
1 star07/01/2024
Virginian Pilot has a horrendous customer/delivery service. I have been a customer for decades. After years of the prices increasing (sometimes jumping ($****** per quarter) I scaled back to digital services. I missed my coupons so I tried Wed and Sun delivery. For the first month I received 1 paper on time. All other papers I had to call and report these missed deliveries. I eventually found out from one of the representatives all calls were going to the Philippines. Each rep that I spoke with the entire month said the same thing that delivery issues would be turned over to their investigative delivery team and they would get back to me (which they never did). During this mornings call I decided I would terminate my subscription and I wanted my full refund for not receiving my papers and the Virginian Pilot not living up to their end of the agreement by not delivering the paper. I spoke with Josh and he tried to hang up after he stated I could not get my refund and he would continue to turn this over to his delivery team. I will continue to seek legal alternatives as this service of taking peoples money for a service that they intended not providing has to stop.Virginian-Pilot Media Companies Response
08/14/2024
Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with the Virginian Pilot. The information you provided within this review and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. Customer Service will be contacting you within the next 3 business days for further assistance. Thank you, Katina Executive Resolution CenterReview from Julie M
1 star03/20/2024
Last year (8/25/23) for my father's 73rd birthday I started a 7-day delivery as he was having issues getting out to find a paper and had issues in the past with deliveries to his home. So, I started a 7-day delivery for 52 weeks as a surprise to bring to him. Yesterday I got a post card in the mail stating they are going to charge my card $****** on 3/26/24 to renew the paper starting 3/28/24-3/26/25. 5 MONTHS EARLY from what I had already purchased that should not end until 8/24/2024! I find my receipts emailed to me and confirm what I paid for and how long it was too last. I tried to go online to check and even though that's how they direct you online you cannot seem to log in to check anything. I thought I forgot the password and trying to reset it they said cannot find my email even though I have email receipts. This left me no choice but to call. I got a representative named "Summer" on the phone whose English was very hard to understand. She stated something about premium issues and due to cost changed my duration. I advised I did not authorize or want the change and had my receipts of what I paid for and asked for a manager. She then changed what she was saying and said she would put it back to what I originally paid for, 7 day, 52 weeks, with the end date 8/24/24. Not confident in any of this situation and the fact that I felt like I was being scammed out of my original order I still asked to speak with a manager. She put me on a silent hold. Came back and said she fixed my account. I thanked her and stated I would still like the manager. She placed me on a silent hold again and after 5 or more minutes on hold she hung up on me. Something is really wrong here and now I am worried that they have my credit card and have no way to stop them from wrongly billing me or trying to in the future.Virginian-Pilot Media Companies Response
08/14/2024
Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with the Virginian Pilot. The information you provided within this review and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. Customer Service will be contacting you within the next 3 business days for further assistance. Thank you, Katina Executive Resolution CenterReview from Jeff C
1 star12/16/2023
I am managing a subscription for my 80 year old Mother to the Virginian Pilot. We pay auto pay and recently submtted a change of address for new delivery location. There has not been a paper delivery in more than 30 days and I have made repeated calls to the Customer Service and gotten a myriad of promises to correct the issue. I have been hung up on my customer service representatives, lied to about call backs and told that I could simply cancel my subscription. I have never received such poor treatment and am at my wits end. NOONE seems to be able to solve my issue and I just want my Mother who has subscribed for more than 40 years to get a paper daily one that I have personally paid for in advance with no problem except the paper is not delivered.Review from Rachel K
1 star12/01/2023
When you purchase a subscription, the website promises you can cancel your subscriptions online: "You can cancel your subscription anytime online at **********e.com/customerservice or by calling ***-***-****" However, this is a complete lie. Once you've actually purchased your subscription and go to that site, it only lets you call or add a new credit card. Complete pain when you call too, the sales people are aggressively pushy and will BEG you to keep your subscription. I can't believe a company is allowed to do this to people.Review from Samantha H
1 star07/21/2023
Signed up for a penny and failed on my end to cancel before the actual subscription started. So I see the initial charge which is fine, however, I call to cancel bc you cannot do so online. When you call it prompts you to manage your account online but canceling your subscription is not an option like the rest of the 99,000 subscription websites. I give my ACCOUNT #, name, address, phone # and somehow, my account is nowhere to be found and she “cannot help me at this time”. I called again today and AGAIN, my account was not found until I requested to speak w a manager. The supervisor magically found my account immediately. Allegedly, it’s been cancelled. This is such a shame, scam and all around disappointment in service.Review from Teresa M
1 star07/13/2023
Stay away from this business and their unscrupulous practices. Signed up for a 12 week period and canceled yet was still charged. Called and took down the name of whom I talked to and got a confirmation number. However, twelve weeks later I was charged yet again. Once again when through over a hour long process to cancel the subscription again and get the information. It happens a third time yet this time they had no record of me on file or being a customer. I was told if I wanted a refund I would have to give them my bank account information. Obviously I would never do that and told them no. My only option was to cancel that debit card. I honestly have no idea how this organization is still in business.Review from David H
1 star04/29/2023
Worst service ever!!!! How hard is it to deliver our paid for paper? We have to call every day to get our paper!!!! After reading other reviews someone should be fired. How can you call yourself "Customer Service."Review from LA M
1 star03/30/2023
Worst customer service. Constantly raising my subscription rate - today I received a bill for *** more annually then what I have been paying. Last year it was **** more a year they wanted. I have to repeatedly call customer service about delivery issues and they don't understand English. Cannot afford the subscription anymore--will CANCEL.
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