ComplaintsforThe News Tribune

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have contacted the TNT in person by pnone at least 8 times since mid April to cancel my subscription. Each and every time ,I clearly expressed to have my subscription cancelled. The TNT has mentioned the calls so they are on record. At the last phone contact on 7/9/ 24, I was told that the subscription would be cancelled and balance adjusted to zero, sincw first request was made in mid April. I also asked for confirmation E mail to be sent. Our paper is still being delivered and have not recieved any confirmation fo cancellation. There is no way to contact TNT ,when i went to cancel subscription page on thier site, ther was no section to just cancel, they wanted me to buy subscription, This comany is using delay tactics and pressure to buy more. The company has done nothing to cancel my subscription

  Business response

  07/13/2024

  Thank you for contacting the News Tribune. The account for *********************** has been cancelled effective 7/15/2024.  We are having any calls to customer service pulled to confirm your cancellation and see why the request was not processed. At time our system does show a call on 6/24 and 7/9  the agent noting you stated you cancelled in April at this time we do not show any calls or cancellation requests being noted in April. All calls are recorded so we will be following up on this issue. Again at this time the account has scheduled to stop 7/15/2024 which is the earliest time available as this BBB complaint is being worked on. I apologize for the inconvenience and someone will be following up once the calls are retrieved so that the balance if eligible can be removed. We do apologize for any deliay in getting this complaint resolved. 

  Customer response

  07/18/2024

   
  Complaint: 21983087
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  07/19/2024

  Reject Business response
  BBB id # ********
  *****************************
  I reject the TNTs response. There has been no contact from the TNT
  In writing or email confirming the account Cancellation. Nor has there been any discussion regarding any balance due and how to proceed with balance if any.
  

  
  

  Business response

  07/23/2024

  Thank you for contacting the News Tribune. The account for *********************** has been updated and the balance on the account removed. Though we were unable to find any cancellation request in April or May due to time restraints. The agents that spoke with ****************** should have cancelled the subscription at the time of the call. We have gone over this with the agents for training we apologize that the account was not cancelled at the time of the dispute. If you have any questions or concerns please contact the customer service department at ************.

  Customer response

  07/24/2024

  ***************************** Claim # ********
  There has been No contact from TNT until yesterday 7/22/24, when  I recieved a bill for  $ 227.46.
  Today,7/23/24, I contacted the TNT. The agent stated this was the final statement and confirmed my account was canceled on 7/15/24. The agent also stated that the TNT has a record of contacting me on 7/13/23 (the same day there was a business response from BBB message.) The TNT only has my cell phone on file. There are NO calls, or missed calls from TNT on my phone call list. If ,I would have gotten a call,I would not have deleted it.  The agent insisted they contacted me. As of end of last week we were still getting the ** guide flyer. WhenI asked to have that stopped , the agent asked if this was a separate billing. It is not. Agent said she  would make a note of this and stop it. She then started to get me to buy another subscription. I responded that this topic was not up for discussion and the decision to stop the paper was mainly cost, since I am on a fixed income. Agent wanted me to pay bill by phone, I declined stating I wanted a written paper trail. I wrote the check and put it in the mail today.
  

  
  

  Business response

  07/24/2024

  Thank you for contacting the News Tribune. The account for *********************** has had the balance of $227.46 has been removed. There is no reason to send money to pay for this account. The agents that spoke to *********************** should have informed him that effective 7/23/2024 the account has no balance due. Call received on 6/24/2024 the agent should have cancelled the account as sub claims he spoke with agents and cancelled prior to the 6/24/2024 call. Again on 7/9/2024 the agent should have cancelled the account due to the previous agent not doing so as well. We were not able to locate any calls from March or April in which *********************** says he cancelled service. We apologize for any confusion and again have written the balance off for the account. If you have any questions you can call the customer service department to again confirm the balance has been removed. As attached in the previous BBB response a letter to confirm the account has been closed is again attached. 

  Customer response

  07/25/2024

   
  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.
  
  Sincerely,
  
  *****************************

  Customer response

  08/01/2024

  our mail carrier cdelivers late to our house. I just got a TNT Newspaper, Do I need to open a new claim to get this business to stop this practice, thank you.

  Business response

  08/05/2024

  Thank you for your message to The News Tribune. We apologize for any papers that have been received since the account has been canceled. Please note, there are no charges for any papers received after the cancelation.
  

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

  Thank you

  Customer response

  08/05/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The Tribune advertises a yearly digital subscription for $159.99, cancel anytime, which I have subscribed to for the last decade.This last month (May, 2024) I received a notice that my yearly rate would increase to $407.99. I used the Tribune chat function to verify this is the correct amount. The rep said yes, this is the new rate. I asked her to cancel the subscription and to refund my money. She replied that I can cancel the subscription, but no money will be refunded. I was shocked the Tribune states "cancel anytime", but does not mention you will get no refund.All I requested is a refund for the balance of the subscription I would not be using.

  Customer response

  05/30/2024

  After I requested a complete refund, the Tribune rep offered me a partial refund if I accept the original plan price of $159.99 a year. I rejected the offer and again requested a full refund. The rep canceled the subscription, effective May 2025, but issued no refund.

  Customer response

  05/30/2024

  I want to stress the rep would partially refund my money ONLY if I accept the original subscription amount of $159.99. At that point, I didn't want to subscribe to the Tribune, ever again.

  Business response

  06/09/2024

  Thank you for your message to The News Tribune. The price *************************** seen online in the amount of $159.99 for 52 weeks is an introductory promotional rate that is available for new subscribers.  Previously, customers account has been on a promotional rate since 2022. Our rates do change from time to time and all prices are subject to change and increase. We send out notifications 30 days or before prior to the expiration date if there is any rate changes on an account. A notification was sent to customer the week of 4/9/2024 regarding the price increase. Unfortunately, we do not have a rate that is ongoing for the lifetime of a subscription. We do try to work with our customers to provide the best rate possible at the present time. We would be happy to honor the price for customer for $159.99 for one more year if would like to keep the account active. Our no refund and cancellation policies are listed on our website and on page 2A of the newspaper at *********************************************************. As of today, we have honored the request to refund the amount of $407.99. If you have any questions, feel free to contact us at ************. Thank you
  
  

  Customer response

  06/10/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Tacoma news tribune owes me a. 156.00 refund for cancellations of news paper. They keep telling me 3 to five days for my refund. I cancelled in January and still have not received my refund. Every time I call them about it they say they will send a email to the billing department I would have to wait another 7 to 10 days to hear from them. They have done this tree times now they are just jerking me around.

  Business response

  02/22/2024

  Thank you for your message to The News Tribune. Our records show your account was stopped 2/14/24. We are sorry to hear your papers were not arriving in the mail each day. We confirmed the paper was being sent to the post office each day with the address labeled. The request for a refund has been requested and approved. This was sent to **************** 2/22/24. We do apologize for the delay in getting the approval. 

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

  Thank you

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The News Tribune has submitted me to a debt collector for a subscription that I never agreed to.In October 2023 I chose to allow my subscription to the Tacoma News Tribune to expire. The Tacoma News Tribune sent me numerous requests and offers to continue the subscription and I never sent any of them back. They also, on four or five different times from October through early December, had representatives call me asking if I was interested in renewing / continuing my subscription. In all of those phone calls I made it very clear that I was not interested in continuing the subscription and I was not going to renew it.During that same time period, The Tacoma News Tribune continued to send me copies of their paper. I have no idea why and they had nothing from me where I agreed to pay for those papers. It appeared that The Tacoma News Tribune just hadnt turned off the delivery service for some reason. But again, at no time did I ever agree to purchase their paper after my subscription ended in October 2023.Now The Tacoma News Tribune has submitted a claim to the ***************** *** collection agency for $142.23. I have submitted what I believe are the necessary documents to A.R.M. to close out the claim but I suspect the News Tribune is doing this same practice to others who have decided to allow their subscriptions to expire. I believe it is an illegal practice but I also wouldn't be surprised if a lot of people would just simply pay the fee rather than stand up and say "No, this isn't right." I never agreed to purchase their paper from October through December of ***************** the claim.I hope you can help convince The News Tribune to cancel this claim and apologize for their actions.

  Business response

  02/12/2024

  Thank you for your message to The News Tribune. Our records show your account expired 10/9/23. The delivery from home delivery carriers to **** deliveries changed on10/16/23. Prior to the expire date, there was a renewal notice sent on 9/7/23 and a second renewal sent on 10/18/23. All renewal notice state the paper will continue unless we are notified otherwise. In this case, the account continued into a grace ****** until it was stopped on 12/13/23. In reading your message, we understand you had no intention of renewing. Your account has been updated. 

  As of 2/11/24, the account has been cleared with The News Tribune and ARM Solutions. and Please note, ARM Solutions is a non-reporting collection company. This will not appear on any credit report.

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

  Thank you

  Customer response

  02/12/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  REF: TNT Account # ******** Ive had a home delivery subscription to the TNT for many years. They have always taken my monthly payments through Automatic Payments from my credit card.I called TNT **************** on 9-25-2023 to terminate my subscription effective 10-16-2023.I contacted TNT via email on 10-1-23 and ****-23 requesting acknowledgement. Emails from them on **** and **** did not acknowledge my cancellation effective 10-16.On ****-2023, I received an email from TNT agent "*****" stating my subscription "has already expired as of 9-29-2023 , and you shall pay the outstanding balance of $11.88 on the account." No explanation was given. This made no sense. Any balance due has always been automatically charged to my credit card. No invoice was presented.About 10-17-2023, I received a First Renewal notice from TNT via US mail asking me to renew. No balance-due data was included.About 10-18-2023, I received a telephone call from TNT asking if I wanted to renew my subscription. I said No.On 11-6-2023, I received a Final Notice via US mail to pay $44.06 (not $11.88). No explanation was given. This made no sense as my balances-due have always been paid automatically.On 12-12-2023, I received a letter from A. R. M. Solutions, a debt collector, asking me to pay $44.06. Again, there was no explanation given.Either this is all a scam or else the TNTs customer support and billing departments are incompetent. If this was legitimate, TNT should have billed my credit card automatically. I want an explanation of all charges and credits to my TNT account so that I can verify the accuracy of TNTs demands.I dont believe I owe anything and I want a credit to my TNT account for any amount TNT is demanding. I want TNT to stop debt collection and repair any damage made to my credit rating.TNT makes it extraordinarily difficult to cancel subscriptions. Their communications are too confusing and I feel harassed by them.

  Business response

  12/20/2023

  Thank you for your message to The News Tribune. Our records show your account expired 9/29/23. The account was on an autopay payment option. On 9/28/23, s requested, the card information was removed from the account. Since the card was removed, we sent out renewal notices 10/2/23 & 10/9/23. On 10/16/23, the delivery of the paper was changed from carrier delivery to mail delivery. On 10/24/23, the account was stopped per your request. The rate has remained the same at $11.50/week since September 2022.

  As of today, 12/20/23, the account has been cleared to a zero balance. Please note, ARM Solutions is a non-reporting collection agency. This will not appear on any credit report.

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

  Thank you

  Customer response

  12/20/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have repeatedly tried to unsubscribe from Tacoma News Tribune emails. I've clicked the link 'update your email preferences' at the bottom of their emails and it won't let me unsubscribe. You are provided with an option to 'unclick email digests' on various topics and hit Save, at which point the check boxes refill themselves so you stay subscribed. I have tried every iteration of checkmark options. The option to 'Unsubscribe from all Tribune emails' also resets itself so that you stay subscribed. I've tried from multiple web browsers, with no luck. After how long it took me to end my paid subscription, with customer service repeatedly refusing to cancel it until 15 minutes into the phone call, it seems fitting that I'll be stuck with spam emails from them... forever. The entire newspaper is a scam and is more difficult to end than any gym membership.

  Business response

  12/18/2023

  Thank you for your message to The News Tribune. We apologize for any unwanted emails that ************************* is receiving and we appreciate customer bringing this to our attention. A request has been made effective today, December 18, ******************************************************************************** a couple of days to ensure the emails have stopped. I have looked at ************************* subscription, the account was cancelled effective on September 24, 2023 and showing a $0.00 balance owed. Please feel free to contact us at ************ if you have any questions. Thank you
  
  

  Customer response

  12/18/2023

   
  Complaint: 21024633
  
  I am rejecting this response because: I just received another email from the Tacoma News Tribune, please see attached screenshot.
  
  Sincerely,
  *************************

  Business response

  12/19/2023

  Thank you for your message to The News Tribune. Our records show a request was sent to our digital marketing team to honor your request of receiving emails from The News Tribune. We received confirmation that this was removed late in the day 12/18/23. Please allow 24 hours for the process to be completed. As of today 12/19/23, this process should be complete and no further emails should be received.

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

  Thank you

  Customer response

  12/19/2023

   
  Complaint: 21024633
  
  I am rejecting this response because: still receiving emails, see Screenshot attached.
  
  Sincerely,
  
  *************************

  Customer response

  12/20/2023

  Another email received today, 12/20/2023.

  Customer response

  12/21/2023

  Received another email from the Tacoma Tribune on 12/21/2023.

  Business response

  01/04/2024

  Thank you for contacting the News Tribune. The account for ************************* has been sent to our digital team to ensure that the account has been removed from all emails and newsletters. We apologize this was not taken care of previously but we had a system update to a new vendor and it took more time than expected to process requests. This will be taken care of and all emails and newsletters will cease. If you have any further questions please feel free to contact the customer service department at ************.

  Business response

  01/04/2024

  Thank you for contacting the News Tribune. The account for ************************* has been sent to our digital team to ensure that the account has been removed from all emails and newsletters. We apologize this was not taken care of previously but we had a system update to a new vendor and it took more time than expected to process requests. This will be taken care of and all emails and newsletters will cease. If you have any further questions please feel free to contact the customer service department at ************.

  Customer response

  01/11/2024

  I apologize for my tardy response. This issue is now closed, thankfully, as I haven't received another email from the Tacoma Tribune since December 27, 2023. I appreciate the service of BBB and don't believe I would have resolved this issue without your department's assistance.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We moved in house in December and ordered the Tacoma news tribune. Due to a gate and delivery problem we never got the paper for a month. I talk to them after I wasnt getting it and told them I do not want it anymore. Dont deliver it anymore. Cancel me they said they would cancel but still send me newspaper for three months, even after I canceled, they still delivered for three months. Now getting a letter that I am in collections already first time Ive heard of it.

  Business response

  09/19/2023

  We apologize for not stopping **************** account when he requested.  The balance of $75.17 has been cleared on 9/19/23.  This has also been cleared with ARM Solutions.  Please disregard any notices dated prior to 9/19/23.  

  Please note, ARM Solutions is a non-reporting collection company and this will not appear on any credit report.  

  Thank you,

  The News Tribune

   

  Customer response

  09/20/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I originally reached out to The News Tribune for clarification on an account my recently deceased husband was managing for ourselves and my in-laws. I was surprised and disappointed to discover that on 4 different phone calls during May 2023, customer service was unable to provide account or billing verification connected to my credit card being charged. Their website offers no way to modify, cancel, view account details or see billing history about your subscription online. After being told my account was cancelled effective June 11, 2023, my credit card was charged $91.43 on June 22 and $96.42 on July 20, 2023. I have not received any services from The News Tribune since June 11th. When I called customer service they told me they could not find any active account and that my only recourse was to email customer service. I have done this twice with documentation of the charges attached and have yet to get any response from them. I have contacted my credit card company to block The News Tribune as a merchant on my account.

  Customer response

  07/27/2023

  My issue has been resolved, so officially no further action is needed on my complaint.  I am however still a very dissatisfied customer and feel this **********************'s practices are unprofessional. In my attempts to cancel service following my husbands death I was met with ongoing challenges dragging the process out for 3 months and therefore continuing to be charged up to $175 a month. As much as I would like to challenge the charges and policies, I refuse to subject myself to any further engagement with this company and regret that my giving in to their tactics leaves others subject to the same offenses. It's just healthier for me to walk away.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im filing this on behalf of my in-********************* and *********************************. This is my email and my personal cell phone and I would like to be contacted as soon as possible please. My name is *************************** My in laws have not received a paper along with others in the area for the past year. My husband ************************* just called ************ in hopes for a resolution and he was told that records show no problem in the area but yet said they had records of a call to them this past December and this ****? So far my husband was told that they would get 2 weeks credit for **** only. He also was told no cancellation was processed as of yet? My in laws would like a credit for the whole time they have been charged and never received a paper. There has to be records on your end? They are in their 80s not in the best health and feel they are being taking advantage of. Their neighbor next door also is not getting a paper? I will reach out to them next to get more specifics. I can pull phone records from my in-laws home phone showing attempts to cancel as well. My father in law just noticed in **** that is was still being charged and called in again yet no cancellation had been made and no credit offered? Looking forward to a resolution Thank you, *****

  Business response

  07/20/2023

  Thank you for contacting the News Tribune regarding the account for *****************************. As of this time our Customer Experience Specialist has contacted *************************** to assist in resolve the reported issue. The account has been stopped effective immediately and the billing information has been removed so no further charges will accrue. The agent is going to contact our call center to pull any calls from the phone number listed on the account regarding missed papers and a cancellation request. A complaint for a missed paper was registered on 6/1/2023 and 12/18/2022. I will be continue to contact *************************** to ensure this issue is resolved.

   

• Initial Complaint

  05/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for their online subscription and gave a Credit Card for auto renew. In March I was trying to find a way to cancel the subscription online and on their website. They do not provide a way to do so. I was in the process of switching banks and decided to send them an email to cancel their service, which I sent as a reply to their email asking me to update my billing information, in March 2023. Since then, they have been calling me nearly every week to get new billing information. When I did speak with one of their representatives, I told them again, that I cancelled the service and that they were to stop contacting me about this issue.This now bordering on pure harassment. They don't provide a way to cancel their service on their website, they call incessantly and they won't take a cancellation via email or over the phone.I want them to stop contacting and cancel the subscription.

  Business response

  05/14/2023

  I called Mr. ************************* today, May 14,2023,  and left a voice message of apologies for the troubles he experienced when trying to cancel his News Tribune digital subscription back in March 2023.  I confirmed his subscription is stopped with a zero balance and added his contact information to our Do Not Contact lists so the calls should end.  I also left my direct contact information in case there's any questions or concerns and repeated our apologies for inconvenience this has caused. 

  Customer response

  05/14/2023

   
  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.
  
  Sincerely,
  
  *************************

*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. ↩