Complaints

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a paid subscriber. Today and in the past ....I repeatedly received the message: Access Denied.You dont have permission to access http://www.theoympian.com/ on this server.Ref #**.5f034017.1663**3361. etc Today, I am trying to submit an Opinion letter to the Editor piece.If The Olympian is denying access, then there is no point in me having a subscription. If they cannot figure this out, I would like a full refund.

  Business response

  09/15/2022

  We do apologize for the experience *********************** had with logging into our web site. Please have her try to log in with this link https://www.theolympian.com. If customer is still having trouble logging in, please ask *********************** to ensure to clear out cache, cookies from browser that is being used, turn off and back on device that customer is trying to log in with. If still can not log in, can contact us at ************ or email us at *********************************************.
  
  
  

  Customer response

  09/15/2022

   
  Complaint: 18026630
  
  I am rejecting this response because: searching for where to submit a letter to editor (LTE), clicked on contact, because no link to submit an LTE prominent, so clicked on contact, and received access denied again.  After that no return to home Web page allowed, and access denied.  I am not willing to sign in an out on same day, clean cache and so on, every time a move around the Web site.  This is a bigger problem than The Olympian staff wants to realize.  I have also contacted them several weeks ago and did not receive an answer, which is why I contacted the Better Business Bureau.  I should be getting a response from The Olympian directly.

   

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

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a previous subscriber of the Olympian and bought a subscription for 13 weeks. The subscription expired in June 2022 and we did not renew. I have been harassed with phone calls asking for payment that seem like a scam to me and I refuse to pay these people over the phone. On September 8, 2022 I received a letter from "The Olympian" with a PO box in ******** (?) inviting me to re-subscribe AND saying this is the "final notice" that I owe them $23.37, but it doesn't say for what. I did not renew my subscription because I only wanted the 13 weeks I already paid for. I don't know how we could owe them for a subscription we did not agree to or receive. To get them to stop harassing me, I went to the website they listed to just pay the $23 (theolympian.com/myaccount) which auto-reroutes me to the URL https://mycheckout.theolympian.com/ which doesn't say anything about the $23.37 and only has options for me to purchase a new subscription. The account number they reference is ************. Again, I don't know how we could owe them for a subscription we did not agree to or receive nor why I can't pay online if this is a legit balance on my account. I would like my account canceled, this $23 amount deleted completely, and for the Olympian to stop contacting me going forward. I would prefer if they would completely delete my information. Thank you for your attention into this matter.

  Business response

  08/19/2022

  Thank you for your message to The Olympian. Our records show the account was started 3/16/22. The account expired 6/8/22. Since The Olympian does not stop subscriptions automatically, the account continued into a grace ******* The Olympian sent out two renewal notices. One on 6/13/22 and the other on 6/29/22. All notices state the paper will continue unless The Olympian is notified otherwise. This is also stated in the terms of service. On 8/8/22, the account was stopped with an amount due of $23.37. At this time, we will honor the request to clear the balance. Please note, if you restart the delivery at any time, the paper will continue unless we hear from you.

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

  Thank you

  Customer response

  08/19/2022

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

• Initial Complaint

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used The Olympians chat service on their website to speak with an agent and cancel my subscription on July 15th, 2022. On August 7th I began receiving calls telling me I had an unpaid balance. I logged into my account and saw that the agent the I spoke to on July 15th did not cancel my subscription as they said they would and it was still active. I have emailed customer service back and forth three times and called once, and all the representatives I have talked to don't seem to understand the issue I'm having and only say that I owe a balance for a subscription between July 17th 2022 and August 8th. I cancelled before the new billing cycle on my subscription and I should not be charged.

  Business response

  08/10/2022

  Thank you for contacting the Olympian. The account for ************************* has been cancelled effective 8/15/2022. The balance on the account has been removed by our customer service team. The account for ************************* was due to renew on 7/17/2022 automatic deductions can be processed up to 5 days prior to the renewal date which at the time was 7/14/2022 ************************* contacted the Olympian on the day the same day via live chat the agent put in the stop for the next renewal date which was 8/15/2022 the payment was already in process and could not be reversed. We received a payment cancellation on 7/25/2022 for the payment that was processed on 7/14/2022. Since the payment was cancelled a balance accrued on the account. The customer service department has since removed the balance so no further calls should be received. If you have any questions please contact our customer service department at ************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just paid a $26 **** I didnt owe for an Olympian newspaper subscription I never ordered in the hopes of maintaining my good credit rating. I only paid after they turned it over to a collection agency called A.R.M. Solutions of *********, **********. Dealing with the Olympian has been a total nightmare. It all started when I agreed on October 16, 2021, to a promotional offer to subscribe for 13-weeks (Sunday only) for a total charge of $33.80. During this time, I received only five papers starting three weeks after signing up. I received an unexplained **** for $26 on February 13, 2022. When I called the Olympian the person who answered said they had no record of my account number so they couldnt comment on the ****. On March 22, I received a call asking me to renew. I declined. Between then and May 3rd, 2022, I received six more papers, which I did not order. In the meantime, I received fifty-five calls with the caller ID saying the caller was the Olympian. I didnt pick up and the caller didnt leave a message. In June of this year, I received a **** from A.R.M. Solutions. I replied by saying I didnt owe anything, but they persisted and sent me another ****, which I paid. I wish to complain that the Olympian is not only extorting money out of people who dont owe them but is harassing them by bombarding them with phone calls. Its almost impossible to reach anyone in person at the Olympian as they have very long wait times. When they do pick up the person who answers - as mentioned earlier - doesnt even have my account number.

  Business response

  08/02/2022

  Thank you for contacting the Olympian. We show the account for *************************** was started on 10/24/2021 we received a complaint for missed paper on 11/7/2022 and no other complaints since that time. We assume service is being delivered if we do not receive complaints that the subscriber has not received a paper. Renewal notices were sent to the subscriber prior to the renewal date of 2/13/2022. We do not show any response to cancel service the service went into a grace ****** that is the time we deliver a paper after the renewal date giving our customers time to cancel service or remit payment. The account was stopped on 4/24/2022 with a balance owed of $26. Since the balance has been paid to ARMS which is a non reporting agency the account has been closed. If you have any questions please call our customer service department at ************.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I created an online account Jan. 21 to access the Olympian website news to view two articles. This was under a 7-day trial period. I didn't find that the other content would necessarily justify the monthly use, so I called back that day to cancel. I had to call in of course because you can only set up an account online, not cancel. Obviously, this is done to make it difficult to cancel.However, my cancellation was not actually initiated. I noticed later that my credit card was being charged. I called back in and tried to use the chat feature with a very detailed account of the problem. They texted back to say they couldn't understand me. Does my English in this complaint not seem intelligent enough?So, I decided to call in. I had to wait until I could find time during my busy work schedule as, conveniently, they only allow cancelling M-F during business hours (despite the call center you reach being in ***************).The woman who I spoke to said she would cancel the account. She said I would get an email June 20th. I said that was unacceptable and I wanted it cancelled right now. I explained my credit card should have never been charged. I explained a woman at the same number had also said it would be cancelled. She then said that an email would be sent within the day. I said that emails do not take a day and I wanted it while on the call with her. She said that was another department (conveniently) and she couldn't reach them. I then asked if she would prefer if I logged this complaint with the Better Business Bureau. She then hung up on me.

  Business response

  05/23/2022

  Thank you for your message to The Olympian. We do apologize that ************************* account was not cancelled per request on January 21, 2022 and the experience he had with customer service. We show the account is going to be cancelled at the expiration date on June 20, 2022.  We have changed the cancellation date to May 24, 2022. At this time we have sent a request to our finance department to get approval for ************** refund request for the charges on 3/22/2022, 4/18/2022, and 5/19/2022. Please feel free to contact us at ************** if you have any questions. 

   

  
  
  

   

  Customer response

  05/24/2022

   
  Complaint: 17236532
  
  I am rejecting this response because:

  Unfortunately, I only get to choose between accept and reject.  The business response sounds great ... except that it refers only to a possibility of being refunded the money.  It does not say that they will or won't, just that they have submitted a request to their finance department.  I would like to understand if the charges to my credit card will definitively be refunded or not.

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

  Business response

  05/30/2022

  Thank you for your message to The Olympian. Your request has been approved for a refund of $45.00. The refund will be mailed to your PO BOX address. Please allow 5-7 business days to receive the refund check.

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

  Thank you

  Customer response

  06/04/2022

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

  Customer response

  08/01/2022

   
  Complaint: 17236532
  
  I am rejecting this response because:

  I am writing about Complaint ID: ********.  As of today, July 27^th, 2022, I have not received any refund check in the mail as promised in the complaint resolution.  The business claiming to send the refund in them mail sounds fishy now that I think about it.  They took my $45 out of my **** of America credit card instantaneously.  Not simply refunding in the same way is frustrating.  That giving them two months now to get a check in the mail is very frustrating.

   

  Can you please reopen this case?  I have filtered carefully over your website for Complaint ID ******** and can find no way to do this myself.

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

  Business response

  08/09/2022

  Thank you for contacting The Olympian. We apologize in the delay in processing the refund on our end for *************************. We show the account was cancelled effective May 23, 2022. Another request has been sent to have the refund in the amount of $45.00 processed as soon as possible back to the credit card, the method used for payment.  We will contact customer once the refund is processed on our end. If you have any questions, feel free to contact us at ************.
  
  

  Customer response

  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.  I have checked my credit card and find that a refund for $45.00 was finally processed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 2/11/2022, I ordered a one year subscription ($165.99, to be charged to my credit card) for newspaper delivery via the website theolympian.com. The confirmation I received stated that the "delivery will arrive within 2-5 business days for home delivery print subscriptions." To date, 3/3/2022, I have never received any newspapers.On 2/21/2022, after not receiving any newspaper deliveries, I sent an inquiry via theolympian.com asking what had happened. I received a response on 2/22/2022, that asked me to "provide the information needed below as we were unable to locate the account with the details initially provided." Even though the details were already provided in the initial inquiry, I, again, sent all the account details including the order confirmation email I had received.I, almost immediately, received a response from ****** in **************** stating, "Thank you for your email. We will be checking this order to our team foe us to start the subscription."On 2/23/2022, I received another email from the **************** department that stated, "We are sorry for the inconvenience this *** cause you. The account is not yet post in our system." I immediately responded asking what that meant and when would I receive my subscription? I have not had any response from The Olympian. I tried calling and was put on an indefinite hold.My concern is that this is a scam. They have not responded to my email correspondence, nor my attempt to phone them. There are numerous complaints made against The Olympian with very similar situations to mine. They have not charged my credit card so far, but I am worried that they *** try to charge me in the future. I would like to cancel any account that *** (or *** not) have been created, and to make sure that they do not try and charge my card for a service they did not provide. This has been a very bad experience and I do not wish to do business with a company "selling" subscriptions under false advertisement.

  Business response

  03/04/2022

  We apologize for the issue *********************************** experienced starting a print subscription through our web site.  At this time we regret to say that the request was not started or credit card charged to an account. At this time we are looking into why this occurred.

  
  If *********************************** would like to start a print subscription, we can certainly contact her directly to ensure everything is processed correctly. If you have any questions, feel free to contact us back at **************.
  

  
  

  Customer response

  03/08/2022

   
  Better Business Bureau:
  
  Please note that the subscription purchased online was a gift, and was therefore made in the name of the recipient, ***************************. If there is no account made in that name, as per the Olympian's response, then I can I can attest that 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

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for Olympian delivery @ January 2022. They charged my credit card *****. The paper came twice only for a week. I had previously informed The Olympian **************** via email that I would cancel if the paper missed even one day.Very disappointed. Really wanted to get the paper delivered like it used to be. This is the 3rd or 4th time I have had to cancel after non-delivery.I called the Olympian and canceled as well as emailed. I have not received a refund.

  Business response

  03/02/2022

  Thank you for contacting the Olympian. The account for ***************************** was started on 1/21/2022 and stopped on 2/2/2022 for delivery issues. At this time the request for a refund has been escalated to the finance manager to be released. Due to our terms of service regarding cancellations approved refunds take more time to process. Our records show only one complaint for a missed delivery during this time. We apologize for the inconvenience and will work to get this processed. If you have any questions please contact our customer service department at ************.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 22, 2021, I interacted with a man at my local grocery store offering a $5 gift card (for the grocery store) in exchange for signing up for a three-month reduced-cost trial subscription of The Olympian, Sunday circulation. I provided my information and card, took my $5 gift card and went on my way. I was charged $33.80 for the 3 months of service on 12/24/2021.After a few weeks of no delivery, I contacted customer service (on or around 1/14/22) and was told the delay was due to weather, even though we had two Sundays in a row of no weather impacts. I didn't question further, as we had just cleared the holidays and a recent snowstorm, and was ensured I'd see my paper the following Sunday.Two more Sundays passed without delivery and I called into customer support on/around 1/27/22. I was told there was a miscommunication to the distribution center and that my delivery had not been properly scheduled. They said they submitted the request to fix and extended my 3-month subscription a month to make up for the back-end issue.On 2/21/22, after 9 weeks of no Sunday deliveries, I reached out via email. After sending 4 emails requesting a refund and canceling my subscription on the website, I was told they could not issue a refund due to their terms and conditions. I feel in a situation like this, where I signed up in person and did not have ample time to read a T&C document, let alone anticipate they wouldn't make good on their end of this agreement, The Olympian should be able to make an exception at their discretion. This is not a buyer's remorse situation. I want to support local and be informed about my community, but not at the expense of no service for two months. I'm seeking a refund to my credit card and hope they can figure out their system issues to avoid situations like this in the future.

  Business response

  03/01/2022

  Thank you for your message to The Olympian. We do apologize that *********************** experienced missed deliveries from start date on 12/26/2021 and the issue was not resolved. There is a cancellation on the account for March 6, 2022. 
  A request has been sent to our ****************** today to request a refund back to *********************** credit card for $33.80. Please let customer know to allow **** business days for the refund to show back up on the credit card. 
  
  Tell us why here...

  Customer response

  03/02/2022

   
  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.
  
  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. ↩