Complaints

• Initial Complaint

  01/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I initially signed up to receive the Sunday only newspaper on December 26 2022. I signed up on this companies website-it had a promotional price of $4.00 for 6 months if you were a new customer. I got an email receipt for $4.00. A few days later the full monthly price hit my bank account (14.50) and I called into customer service to inquire. There was no account linked to me. After they said they could not help they gave me an email for my complaint-for which I sent screen shots of my payment and the email confirmation of my service that was to start 1/1/23. A week later I got an email saying the problem was fixed-they gave me 4 instead of 6 months at the promo price and told me the paper would start to be delivered the upcoming Sunday 1/8/23. Fast forward and 1/8/23, 1/15/22, 1/22/23 were never delivered. I have called in to the customer service each week to hear 'we're sorry' and 'someone will bring a paper out to you today'. Not only have I not received a paper but one was never brought out as promised. Supposedly the issue was escalated and the carrier and district manager were made aware each time. I asked to speak to the manager, i was told No, they can not let me speak to one. I asked for one to call me. Never happened. To me taking money and not receiving the product is theft. Telling me each week how they will resolve and do not are lies. That is not customer service, or an honest reputable business! I did not sign up to waste my time each week fighting for my newspaper that I paid for and have never recieved. I want my money back-sent to me at the address on file by check. Initially when they could not find my account they told me to contact my bank and freeze my card for fraud. So I have no card to refund the money anymore. All of these interactions are supposedly recorded. I made myself very clear. I do not want anything other than my money back and for my experience to be known!

  Business response

  01/25/2023

  We do apologize that the customer did not receive the newspaper.   She has asked for a full refund.  I submitted a request to the Customer Service department to stop her paper and give her a full refund.

  Customer response

  01/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  07/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have repeatedly contacted the business about an incorrect subscription bill and they do not acknowledge the emails nor do they correct the overcharge on my account. I have put them on notice that I do not want the Thanksgiving Edition of the paper for which there is a surcharge nor do I want a paper(mailed) invoice for my subscription for which there is also a charge. I pay my subscription in full for the papers that I want; i.e. subscription 3/1 - 8/31 is fully paid. This issue has been ongoing. My next bill is for 9/1/22 - 2/28/23 and the amount due is $400.39. This includes a $5.00 paper statement fee, a $6.00 Thanksgiving edition fee and past due amount of $29.36( for paper fees and editions that I did not order). The 9/1 - 2/28 service is $360.03 that I will pay. It should also be noted that the newspaper stopped the 7 day a week service of a paper edition (eliminated the Saturday edition) and stated that if we want to read the Saturday Edition it is available on-line just like the rest of the editions

  Business response

  08/03/2022

  I asked customer service to credit *************************** 51.46.   I also asked that they transfer him to the rate of 348. for the year. 

  He wanted $40.46 credit plus $6. for the Thanksgiving edition and  $5. for the paper bill copy charge which totals 51.46.

  I personally cannot enter but ****************** entered on 8/3/22.

  Customer response

  08/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  06/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  March 17th York Daily Record charged my credit card 59.00 for a year subscription to their newspaper. I had tried to cancel prior to them charging my card but there is no way to do it on the website. When I called I was told their "system was down". The charge happened and I contacted them again "when their system was up" and canceled my subscription. I was told at this time I would be given a prorated refund of 52.00. Fine. However, when I checked the card, there was no refund. I made numerous calls and attempts via chat to get my refund back. However, some employees said I would get it back but that it takes 10 business days and some employees said to call back when their "system wasn't down" and some employees said they forwarded the request along to their accounting dept so that they could approve the refund. It is now 3 months away from the original charge and they will not refund my money even though I have received nothing for the 59.00 they charged my card. Over the last three months, I have contacted them via chat, email, ******** and phone. I keep getting stonewalled and told different excuses as to why I have not been refunded. York Daily Record employees say the refunds take a long time and they told me to keep checking my credit card account. I would like my refund. I have not received any consumer goods for the 59.00 they charged and they did say they would give me the refund at the prorated amount of 52.00. 

  Business response

  06/21/2022

  The York Daily Record regrets the frustration experienced by this subscriber.  Weve initiated a refund request which will be processed to the customers card within the next few business days.  We left a voicemail for the customer informing them of the pending refund and providing direct contact information in case further assistance is required.
  
   

  Customer response

  06/27/2022

  I FINALLY have received the refund. 

  I suffered needlessly in order to get it. I will let the public know that I have been refunded. I will also let the public know that they will need to file with the BBB in order for them to get their money back. 

• Initial Complaint

  05/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased an online digital subscription. I was to receive an email to set-up my account within 30 minutes. To date I have never received the email. I called eight times and the customer service department was not able to help me.

  Business response

  05/29/2022

  I forwarded the complaint to the customer service department and they processed the request for a refund and emailed it will be sent out by the end of the week and the customer should receive it shortly.

  Business response

  06/06/2022

  I called and talked to ************* and he just wanted someone to call and talk to him and he needs help trying to find an article from 1993.  Not sure I can help him with that, but I will send e-mails and see if someone can help him and call him back.

  Customer response

  06/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I received my credit card statement in Feb of 2022, there were charges on my statement that were incorrect. I called the York Newspaper Company on Feb. 24, 2022 to question the charges. I was told some "cock and bull" reasons for the charges. I finally gave up and said, "Look, I will pay the charges , but I no longer want the paper, cancel my subscription!" I was told, my subscription is paid through March31, 2022. ( I got the paper Wed., Thursday, Friday, and Sunday) I told them , "Fine, but after March 31 2022, I want my subscription canceled!"Wed. , March 30, 2022, I DID NOT receive my paper. I called the company and told them I did receive my paper. Was told it would be delivered later that day, IT WAS NOT DELIVERED! Thursday, March 31, 2022 I AGAIN DID NOT RECEIVE MY PAPER! I again called the company and told them , "At this point I do not want the paper , just send me a check for the value of the two papers that were NOT delivered to me.hn The name of the person I spoke to was ****. I asked him what is my cost per paper. Jonh told me $5.07. I told **** I wanted a check sent to me for $10. 14, the value of the two papers I did not receive.( the cost for these two papers was on my Feb. credit card bill which I paid back in Feb.)**** told me he would process my request and I would receive a check reimbursing me for the cost of those two papers. It is now April 8, 2022 and I HAVE NOT RECEIVED MY REIMBURSEMENT! Please do what you can to help me get my reimbursement.

  Business response

  05/26/2022

  After looking in to the claim, we found there were some discrepancies.  Our customer service department is outsourced.  So we can not contact the John, but after looking at the customer account we found

  She had been given a credit card for $5.07.  Which is the cost of the papers she had missed.

  It looks like *** ****** was pretty adamant about receiving a check. So as not to upset her anymore,  I asked to have a check for $10.14, issued to her, and according to her account it was issued 5/20/22.  So she should receive it soon.

*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. ↩