Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/21/2025, I attempted to accomplish two things with my account with ********************** newspaper. (1) I tried to remove auto payment information, specifically, access to a credit card from my account, and (2) I tried to cancel my subscription. I tried to do this using the online access to my account, but the online access did not allow me to accomplish either of these things. I then telephoned The Olympian customer service number, ************, and, despite me giving clear information to the customer service representative that I wanted to cancel my account, they tried to switch my account to a digital account instead of its current configuration. I then emphatically explained to the customer service representative that I wanted a complete cancellation immediately, and immediate confirmation by email that the account has been cancelled. I did not demand a return of the balance on my account, which indicates that my account currently has a balance of $44.38 (in my favor) from the last payment of $60.23 that was automatically made from my credit card on or around 1/16/2025.

  Business response

  01/30/2025

  Thank you for contacting The Olympian. We do apologize in the experience that **** ****** had in trying to cancel the subscription. The account has been reviewed and was cancelled effective January 23, 2025 and auto pay renewal was stopped effective on January 21, 2025. As of today, January 30, 2025 our office will refund the amount of $44.38, the credit balance that was available on the customers account effective on January 21, 2025. If you have any questons, please contact us at ************. Thank you
  
  

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started a subscription on March 27, 2024 for 99 cents a month, with the intent to cancel at the end of the month. I tried cancelling online, and the website wouldn't ever load a cancelling screen (even though the website and emails from The Olympian claim to let you cancel online.) Eventually I spoke to someone on July 2nd who said my subscription would be cancelled on the 4th. I received email proof during the call confirming this. I am still being charged one month later for a subscription I've cancelled twice. I asked for a refund the second time I attempted to cancel (July 2) to which the person refused, even though I've been paying for a subscription I already cancelled. I want a refund for this upcoming charge of ***** and I don't ever want to be contacted by The Olympian after this is resolved. Getting my card information off of their system is also a priority, so they can stop charging me for certain.

  Business response

  07/08/2024

  Thank you for your message to The Olympian. Our records show the account has been stopped as of 7/7/24. We do show the notes on your account 7/2/24. It appears the payment of $15.99 was also charged on the same day. We do apologize for the customer experience you had regarding your account. Please know, your account has been resolved and you will not see any further charges to your card. The card ahs been removed from the account.

  Your request has been approved for $15.99. Please look for the email confirmation and acceptance in your email within the next day or two.

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

  Thank you

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The Olympian offers promotional rates that last for a year, around $79. After one year that rate jumps to $250 plus and your credit card is automatically charged. Unlike major new organizations like the *********************************** NY Times, etc., the Olympian will not cancel your subscription once they renewed it. They do not send out a reminder that your account is about to be renewed and they then charge your card. It is apparent they hope you will forget to they can charge you the full amount. This actually happened on Black Friday when everyone else was getting $79 they charged me $250 plus. Called them same day they said I was "out of luck." Very deceptive company, not to mention they have the worst news APP out there.

  Business response

  12/11/2023

  Thank you for your message to The Olympian. We have looked at *********************** account and show an online subscription was started on 11/15/2022. We submit all of our Terms of service to new subscribers before they can continue with setting up a new subscription with us and they will have to accept the terms of service before the account can be started. I have included a full copy below of our terms of service and this is listed on page 2A every day of our newspaper. 
  The price customer seen online for $79.00 on Black Friday was a introductory promotional rate offered to new subscribers. We do have introductory offers that give new subscribers an opportunity to try the service and help them see the value of the product for a given term. These rates do step up after the introductory offer period ends and all of our rates are subject to increase. 

  We show ******************* account is still active and accepted another promotional rate that was offered on November 28, 2023 in the amount of $174.99 for another 52 weeks. At this time we can offer a refund of $77.00 in the difference of the payment charged on 11/14/2023 for $251.99. As of today auto renewal has been stopped on customers account. 

  We appreciate the feedback and concerns from customer regarding our app. We are always looking at our digital platforms  on ways to improve our app. A customer can always log into our website at ****************************************** and log in with their credentials to read the eEdition.  

  If you have any questions feel free to contact us at ************ or customer can visit us at *********************************/myaccount.

  Thank you

  For your convenience, your subscription will automatically renew after the initial term at the current rate unless you tell us to cancel. Cancellations take effect at the end of your current subscription term. All subscription account payments are non-refundable and include applicable tax. We reserve the right to substitute the delivery and format of your print subscription with an eEdition at any time. Notice of rate changes will be mailed or emailed to the subscriber billing/email address at least 30 days in advance of the change. A $0.39 Supply Chain charge will be applied weekly. For subscribers that receive a mailed renewal bill, a $4.99 plus tax printed bill fee will apply for each renewal period. All subscriptions will include delivery on Thanksgiving Day. An additional $3.99 fee will be added to all subscriptions for each of these premium editions in 2023: 10/29, 11/23, 12/24 and in **** for 4/21,6/23,8/25,10/13 and 11/28. You can cancel at any time by contacting our customer service center at 1-************. Your subscription is subject to additional Terms of Service at *********************************************************.
  
  

   

   

   

  Customer response

  12/11/2023

   
  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.
  

  The refund amount was suggested by one representative but never approved until today.

  
  Sincerely,
  
  *******************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In June I received a bill from The Olympian for my newspaper subscription. The bill offered me the rate of $104 for 52 weeks. I have a copy of the bill I received and the check I wrote for the 52 weeks subscription. In October I received another bill and I began conversation with The Olympian customer service to attempt to clarify that I am paid up until next June. I even sent a copy of my bill showing the rate I was offered. No one at customer service will acknowledge the bill that I paid in June and the binding contract that was created with my acceptance of their offer. They continue to tell me that my subscription expired in October.

  Business response

  11/04/2023

  Thank you for contacting the Olympian. The account for ************************* has been updated to 6/11/2024 we did send out a letter informing all subscribers of the change to mail delivery it also informed subscribers of the rate change that would occur.At this time as a one time adjustment the renewal date has been changed to 6/11/2024. Please be aware that date will change due to the .39 supply chain charge that was implemented in April 2022. The charge is explained in the renewal notices we send out. If you have any questions please call our customer service department at ************.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Failure by the Olympian to honor a letter sent to me as a subscriber, dated May 20, 2023 for a rate of $5 per week, effective Monday, July 10, 2023 when the newspaper was going to mailed instead of delivered. I cancelled the paper and was charged $8.65 because I was not within the cancellation period; however, they failed to honor the rate advertised so My refund with the payment should be in the $13 range ($8.65charged + about $4.35 due me based on the advertised letter) and that is what I am seeking. On 2 occasions, I have called to retrieve my refund. They said it was referred to a team and I would know between **** days via email of their decision. No response has been received.If they are doing this to me, How many others have they not honored their written $5 a week pledge? They are asking for a class action lawsuit. I would appreciate your help in retrieving my money from a bad business practice with false advertising.*****************************

  Business response

  10/19/2023

  Thank you for contacting the Olympian. The account for *********************** received a refund of $8.65 for the last payment made on the account. Honoring the rate from the a letter that *********************** received would have extended the renewal date of the subscription not resulted in a refund. Due to our Terms of Service cancellation are processed on the next renewal date. The special request for the refund was done since the $8.65 payment should not have been processed. At this time no further refund is due on this account. If you have any questions please call our customer service number at ************.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THE OLYMPIAN NEWSPAPER Digital subscription Acct# ******** I signed up (****** a trial subscription & cancelled my trial subscription on July 29, 2023 via email (same day), (I also attempted contact via phone on hold on 25 minutes with no response with numerous attempts). I also received an email response from The Olympian and assumed that the subscription was cancelled. I have received 12 collection calls. An agent told me that I could only cancel via telephone which is contrary to information published on the newspaper's website. During the account collection call I was told it would go into a collection company with an additional $69.00 dollars added at the end of this month and that I am in a grace ****** to pay $13.82 for this subscription (that I cancelled which was acknowledged via email). Any collection action will ruin my credit.The online account only allows for payment and there is no cancelation button. The cancelation toll free number placed me on hold not several times for up to 25 minutes. The agent stated that the only way to cancel the account is to make a payment or it will go to a collection company with an added 12 week amount owing. This is unacceptable and should be remedied and a cancelation button should be on the account page as stated on the newspaper website.I am requesting a refund of $13.82 that I paid in order to have my account cancelled because #******** submitted via email and responded was not completed as requested.

  Business response

  09/23/2023

  Thank you for contacting the Olympian. The account for ***************************** is scheduled to be stopped on the renewal date of 9/25/2023. On July 29th ********************************************************************* cancel. On July 30,2023 a customer service agent replied that the account would be removed from the autopay which is was removed from autopay let her know the convenience of autopay and explained a invoice would be sent out to her. We sent an invoice as the customer service agent said would be prior to the renewal date and after the renewal date of the last payment. The balance is a result of access available from the renewal date and the time a retention agent called to collect a payment. At that time the subscriber confirmed wanting to cancel. At this time no refund is available. We have submitted the feedback by ******************** regarding a cancellation link on the account page. We do not currently have the feature so that the customer service and retention team has an opportunity to offer subscriber options prior to cancelling service. If you have any questions please call the customer service department at 800-=********.. ******** the wait time to speak to an agent may take longer than usual due to call volume and we apologize for that issue. The account is closed and no future billing will accrue. 

  Customer response

  09/23/2023

   
  Complaint: 20644068
  
  I am rejecting this response because:

  On July 29, an email reply was sent to me stating that my email would  be processed in the order it was received.  No other email was received by me regarding my request.

  My request to cancel was made on the same day I paid for the trial subscription (see the attached emai). Please resend the email you stated you sent me so that I can understand your reply.  If my request to cancel was completed prior to the August 31, 2023 deadline I should have had a zero balance. Your company called me on more than 12 occasions asking for $13.82 in order to complete the cancellation during  "grace **************************** recently  with my attorney regarding this and he has reviewed the matter.  He has advised me to review the email you stated to clearly understand your response. He will then advise me on further action to take if any.

  
  Sincerely,
  
  *****************************

  Business response

  09/29/2023

  Thank you for contacting the Olympian the account for ***************************** has had the balance removed from the account. No further action is needed. If you have any questions please refer to the previous email of how the balance occurred. Again at this time the account is stopped with no balance owed. Our customer service department can answer any further questions ************. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sure. We have not received a Sunday paper for weeks, if not months. Please discontinue the Sunday delivery and those charges. We should also be reimbursed for 8 papers we never received.We will continue with our e edition as usual. Also, please no more mailed paper bills. Not if you charge $5.00.Thanks for taking care of this.

  Business response

  06/13/2023

  Thank you for contacting the Olympian. The account for *************************** has been credited for 8 missed Sunday papers we apologize for the delivery issues you have experienced over the past few months. Our records do not show any complaints registered with our customer service department at ************. as per your request on this complaint we are changing your service to digital only effective 6/14/2023 and will sign you up for e-billing using the email address associated with your account to avoid the print bill fee. The price offered to you for digital in February when you spoke with an agent was $15.99 I will honor that quote for you. There is a balance of $17.04 the remainder owed after the credit for the missed papers. Your last payments for this account are as follows $5 processed on 4/26/2023 $50.00 on 2/22/2023 and $10 on 1/26/2023. An invoice will be emailed to you with your renewal options for digital only as well as the balance on the account. If you have any questions you can call our customer service department at ************.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Whose dumb idea was it to stop delivery via a carrier and use the mail. I'm sure it's cheaper for you. What will it cost me? No I don't like the electronic version.

  Business response

  05/23/2023

  Thank you for contacting the Olympian. The account for ********************* is scheduled to change to mail delivery effective 7/10/2023. We understand the concern of ********************* regarding the upcoming change to mail delivery by ***** The paper should arrive each day with the mail delivery. Due to a change in the delivery by the distribution company we will no longer have a partner to deliver so we are changing delivery to mail or digital only. We apologize for the inconvenience please call our customer service department at ************ if you have any further questions or concerns. 

   

  Customer response

  05/23/2023

   
  Complaint: 20051409
  
  I am rejecting this response because: this is not about good customer service, ********************** is once again changing services to increase their profit . They discontinued Saturday papers, now no Sunday paper because it will be received via the mail on Saturday. I cannot believe this is an improved service. We will see how this impacts everyone including our mail carrier. Waiting to see how soon my rates increase. I guess having  a real paper is becoming a thing of the past. Time for me to decide if I'm done with it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid for one year and they have no delivery in ****, want to cancel my newspaper and get money back. I paid for a year up front and they said no refunds is their policy. If you dont get a paper you should get your money. They told me I would get a paper for 3 weeks now and no paper

  Business response

  04/26/2023

  Thank you for contacting The Olympian. The account for *************************** has been cancelled effective 4/30/2023. A refund for the amount of  $258.39 has been sent to finance for processing. The last payment of $301.25 was paying 52 weeks plus the previous balance owed so the available refund is $258.39 it will be sent back to the card on file. The distribution team has been notified of the reason *************************** cancelled we want to be sure they need to correct service issues to avoid cancellations. If you have any questions please call our customer service department at ************. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I realized recently on one of my monthly statements that I was being charged $15.99 for "POS DEBIT THE OLYMPIAN-CIRCULATION". Upon searching the title of the transaction I realized that it was a subscription for The Olympian. I searched The Olympian online and attempted to log in which would allow me the option to hopefully cancel my subscription. I have now tried twice to cancel online but for some coincidental reason, the page to log-in never loads on The Olympian Website. I thought this was odd because that's where you'd need to go to cancel a subscription. I reached out to customer service and they informed me that I have been getting charged since September of last year. I informed them I had never used their services and did not realize that they had been taking that much from my account for that long. I requested a refund for at least the recent months I was billed but realistically I want a refund for all months I was billed. ***************** specifically "***" let me know that they could not process refunds and I let them know I would be disputing the charges elsewhere and to cancel my subscription. My card is somehow connected to this subscription but I never agreed or signed up for their services. I am requesting a full refund for the months of October to April which should amount to about $111.93.

  Business response

  04/06/2023

  We apologize for this inconvenience.  A Refund of $ ****** will be processed back to the customer's credit card.

   

  Thank you,

  The Olympian

  Customer response

  04/06/2023

   
  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. ↩