The Charlotte Observer

Requested STOP Delivery of Encore newspaper
I've made numerous requests for this newspaper to stop being delivered to my address, but the paper still comes. I contacted the customer service on:
2/21/2018 - Spoke to Paul
3/6/2018 - Spoke to Vicky
3/20/2018 - Spoke to Vicky
4/17/2018 - Spoke to Bella, and her supervisor James
5/1/2018 - Spoke to Jade, who gave the Distribution Center Phone number and supervisor Jane G (***)
5/1/2018 - Called Distribution Center but Voice mail full.
On 3/20 they delivered 3 papers, maybe to spite me. I work out of town, don't was to be a target for theft, and don't believe in the waste associated with newspapers. Especially ones that I didn't even order.
How do I get this to stop? Should I call the police and claim they are littering? Please advise.

I have been in contact with the Charlotte Observer for over a month. I moved and have not received my paper.
Dear ***

Thank you for you response. We understand how frustrating it is not
receiving the paper that you paid for. Again, we are very sorry for the
poor delivery service. This is not acceptable to us and we will be
redoubling our efforts to improve customer service. We are committed to
provide world-class service and we apologize that we recently fell short
of your expectations. If you will give us another chance, we will make
sure that necessary procedures will be made to get the paper delivered
to you on a regular basis.

For immediate assistance, you may contact our Customer Service
Department at *** during our office hours from 7:00am until
4:00pm, Monday through Friday and 7:00am until 11:00am Sunday. You may
also send us an e-mail at ***

Thank you.

Sophie
Customer Service Representative

Original Message Follows:
------------------------

Good Evening,
I gave the Charlotte Observer two weeks to rectify the delivery problem
and yet still no paper. What difference would more time make? Your
company has proven that it cannot deliver its product in a consistent
manner. The inadequacy is upon your part not mine.
On Apr 22, 2018, at 3:08 PM, Charlotte Observer

Unable to get subscription issues resolved sinc November 2017.
Our subscription is paid up until May 19, 2018. There is no Past Due Balance. We did not receive a paper from January 7, 2018 until February 12, 2018. We thought the issue was resolved in November 2017, December 2017, January 2018, February 2018 and March 2018. It is still not resolved. Our account number is *** and the status is In Grace Period, Renewal Date 03-25-18, Past Due Balance $37.53. We have made numerous phone calls and wrote 2 letters about this problem. One letter was sent to Ann C on March 2, 2018. We have talked to Ricky, John, Angel, Amy, and AJ. We sent a letter to Jenny F, Customer Services Manager. This all started in May 2017 when I called to cancel my subscription beacause I could no longer afford tp pay $466.29 for the newspaper. The representative was very nice and told me they could adjust my subscription rate. It was my understanding that the subscription would be continued for 1 year if I paid $197.09. The $197.09 was deducted from my credit card on May 19, 2017. I was surprised and not expecting a $466.29 charge on my October 2017 credit card bill. I talked to a representative on November 8 about this and she said she would have the accounting group remove the charge. I checked my credit card several times and did not see where the charge had been removed so I contacted *** Customer Service to dispute the charge. I got an email from *** Customer Service on January 26, 2018 indicating the dispute had been resolved. I got another renewal letter dated December 14, 2017 for $466.29 and it showed the renewal date as October 15, 2017. I called *** and explained my subscription had not expired and the subscription was paid up until May 19, 2018. She checked my account and said the subscription was paid up until May 19, 2018. She said they would honor the $197.09 rate when the subscription expired in May 2018. She got my credit card number. She also gave me a Ref ID number ***. I thought the issue had been resolved until we did not get a paper on January 8, 9 and 10. I checked my account and it showed the paper had been stopped with a renewal date of October 15, 2017 and a Past Balance Due of $114.40. We started getting a paper again on February 12, 2018. Evidently this is some kind of promotion that I did not sign up for. We have gotten promotional calls that we did not respond to. We have taken the Observer for at least 35 years. We have never missed a payment. Can someone please explain why this issue cannot be resolved?

I signed up via a promotion they were having in front of a local store. The price I agreed to pay and what I was charged were not the same. What really got on my nerves is after canceling I got calls constantly from a "retention department" wanting me to resubscribe. Once you cancel they send your information to a company called "Never Stop Select Services". The companies name is very fitting because they will blow your phone up with calls.

We do not want the Charlotte observer encore thrown in our yard every week. Have told them we do not want them and they continue to throw them out anyway. They look terrible littered all over the streets...I am going to stop shopping at any business that advertises in this paper. Why can't they at least be mailed? Please stop!!!!

I signed up via a promotion they were having in front of a local store. The price I agreed to pay and what I was charged were not the same. What really got on my nerves is after canceling I got calls constantly from a "retention department" wanting me to resubscribe. Once you cancel they send your information to a company called "Never Stop Select Services". The companies name is very fitting because they will blow your phone up with calls.

We do not want the Charlotte observer encore thrown in our yard every week. Have told them we do not want them and they continue to throw them out anyway. They look terrible littered all over the streets...I am going to stop shopping at any business that advertises in this paper. Why can't they at least be mailed? Please stop!!!!

We were charged 2x for our subscription.Our bank reversed 1.Observer says they did not charge 2x and are billing us.
On 1/10/18 I paid The Charlotte Observer online the info to charge our checking account for $122.12 for a 3 month delivery of Weds, Fri, Sat & Sun. On 1/16/18 the $122.12 was taken out of our checking account as and ACH debit. I also called on 1/10/18 and authorized payment of $33.76 for lapse in time of payment. This also went through our account on 1/16/18 as an ACH debit.Then on 2/26/18 another ACH debit went through for the same $122.12.BB&T was contacted and a dispute was settled through the bank and the duplicate charge for $122.12 was reversed.The Observer is saying they did not charge 2x and the $122.12 reversed the January payment and there was no charge from February. I sent the Observer copies of bank statements with both charges, the reversal and proof of payment in January.The Observer insists they did not charge twice and are still billing us saying that BB&T reversed the only payment we made.I sent everything to the Observer and thought this was cleared up only to see they are showing us delinquent in the amount of $133.47. On 3/29/18 I spoke to a Customer Service Rep, Paul, and he assured me it was ok, and I told him we only wanted Sunday delivery now. He said ok and will send a bill. We received the bill April 9th. Went to pay online and there is the $133.47 past due amount. I called customer service and Bella or Bello kept saying that they did not charge us twice and we owed from January. Again we emailed the Observer several time with all the bank statements showing the 2 charges and the 1 reversal. I cancelled our subscription today and they insisted we owe money and will bill until collected.

Billed in error- errored bill sent to collections
April of 2017, I started a subscribed to the Charlotte Observer in my name which I paid in full when subscribing. After the subscription ran out, we did not receive papers. Therefore, November 17, 2017 my wife, Kelly, started a subscription in her name which was also paid in full at time of subscribing. March 2018 I received a collection notice from A.R.M. Solutions regarding my subscription stating I owed the Observer $27.33. Imagine my surprise when both my wife and I paid in full at the time of subscribing. Prior to this I NEVER received a bill stating anything was owed, otherwise I would have called to rectify. After receiving the collection notice, I called the Observer on March 13, 2018. I spoke to a representative. After much back and forth, the representative advised it appeared my wife and I had overlapping subscriptions. Where my subscription auto renewed- though I never requested this, never received a notice, never received a bill, and did not receive a paper- hence my wife subscribing in her name. As the subscriptions overlapped and there should have only been one (the subscription in my wife's name), the representative advised she would waive the amount and cease collections. So, imagine my surprise yesterday we I received a SECOND collection notice from A.R.M. Solutions for $27.33. This time I called A.R.M. Solutions. I was advised there was nothing they could do. At this point I am beyond frustrated as I have worked to correct this issue with no avail. Additionally, I am worried as to the impact on my credit as I have EXCELLENT credit. I enjoy reading an actual paper, however I think I will now go into the modern age and read the news online like everyone else.

I received a renewal form stating my subscription would expire 01/04/18. I declined to renew. Next I received a letter from a debt collector.
I received a renewal form stating my subscription would expire 01/04/18. I declined to renew returning the form 01/01/18. March 16 I received a letter from a debt collector requesting $24.42. I called the Observer (not an easy task) to let them know someone was using their name to scam people. I was told they sent accounts to a collector automatically without once contacting me about it and that I had received 90 days free service but did not explain the supposed $24.42 debt. Claire said she "will forward to billing and see if they will waive past due amount." April 9 I received another letter from their debt collector.

Requested refund of a prepayment in January 2018 and on several occasions and have not received the refund.
During the first week of January 2018, I called the Charlotte Observer and cancelled the physical delivery of the newspaper and agreed to online access and a Sunday physical delivery of the paper for a term of one year. Since I had paid $199 for physical delivery, a refund of $79 was to be mailed to me in 10 days. I waited two weeks and called about the refund. I was told it was being processed and I would receive it in 10 days. I waited another two weeks and called again. I got the same response. I has been 3 months and I have not received the agreed refund.

Subscription renewal at significant rate increase. Notice states subscription expiring at specific date with no detail of automatic renewal.
Subscribed to Charlotte Observer for one year term home delivery of wed, fri, sat & Sunday paper. Paid for subscription in full with no obligation to continue beyond one year at the agreed rate per the phone conversation with their sales person. At the end of that term - or shortly before I received a notice stating my subscription would expire on an exact date and an option to renew for 52, 26 or 13 weeks at a new rate. The new rate was a 50% increase. The higher rate was not a good value in my opinion. I did not want to continue at the new rate. However when I contacted the Observer they not only could not offer a lower rate but also said I had a past due balance for papers they delivered beyond my expiration date. I disagreed as I did not renew the subscription. Apparently it is their business practice to continue delivery beyond subscribers expiration dates as a convenience and to avoid interrupted service to the customer. Okay. I offered to pay for the additional papers delivered beyond my subscription but at the rate I had agreed to for the subscription. The representative I spoke with was more than willing to process a payment but any amount less than the renewal rate would be a partial payment and leave an outstanding balance on my account. The call ended with the rep telling me she would let the billing dept know.

Next (few weeks later) I receive a letter from a debt collector. When I called those folks they told me by taking the paper I agreed to their terms of service. Their terms of service are to renew at whatever rate they choose, deliver whenever they choose and turn you over to collections if you do not pay. I am both surprised and extremely disappointed that a company like the Charlotte Observer would resort to such questionable business practices. It is not what I expect from a reputable company. I paid the outstanding charge and will never pick up a copy of the observer again. That's s promise. Thanks

I stopped receiving the Observer in early September, and in December I got a bill as if I had received the paper through December.
In the Spring, I subscribed to a three-month subscription to the Charlotte Observer. In early September, the paper stopped being delivered to my home and I assumed my subscription was over. In December I received a bill as if I had received the paper throughout the fall. I called and explained that I had not received the paper since early September. The lady I spoke with said it would be referred to their investigative unit and that they would get back with me. I asked for the number for the investigative unit so I could speak with them and she would not give me the number. She assured me I would hear from them. I received another bill the next month but was still waiting to hear from the Observer as I had been promised. Then today, March 19, I received a letter from ***, as the Charlotte Observer had turned the case over to a debt collector.

I subscribed to receive the Sunday paper each week beginning on 2/18/18, 4 Sundays have went by so far and I haven't received 1 Sunday paper yet.
On 2/16/18 I signed up to have the Sunday paper delivered to my house for my mother, the confirmation email provided my acct# ***, a total of $55.77 and a starting date of 2/18/18, as of today I have not received a single Sunday paper, I did receive 1 newspaper delivered and it was on Tuesday 3/13, no other papers have been delivered.

I have called and/or emailed them within a few days after each Sunday has passed, they only say they will credit my account and they have escalated to the distributor, carrier and to the district manager, 4 weeks later I have still not received any Sunday paper.

My understanding of credit my account is to extend my expiration date of my subscription at the end to accommodate me for each missed paper, but my renewal date is still listed as 2/24/19, and it doesn't appear to have been extended at all for the 4 missed Sundays so far.

They always say you can access the paper online, and I tell them its for my elderly mother who doesn't use a computer.

Every week for the 4 missed Sundays so far and for each missed Sunday going forward I will continue to have to buy the Sunday paper at a cost of approx $3.25 including tax at the grocery store, as opposed to the $1.07 it comes out to with the subscription.

I would just like to receive what I paid for and to be reimbursed for the papers I had to buy because they didn't deliver them.

In December of 2017 I subscribed to have the Charlotte Observer delivered to my residence. Since then I have not received a single newspaper.
On December 14th 2017 I submitted payment to have a Weekly Sunday newspaper delivered to my residence at ***. This is well within the Charlotte Observer's distribution zone as my address is firmly inside the city limits - 10 miles from the center of the city.

I have made numerous phone calls to customer service, sent several corresponding emails to customer service, and filed weekly complaints on non-delivery through their website of my Sunday newspaper. I have been home during the times at which the newspaper should be delivered but nothing ever arrives.

I believe there are potentially two offenses being conducted here. Either the company in question (Charlotte Observer) has customer service so poor that they cannot resolve a delivery issue of this magnitude, the problem being ineptitude - or I am being discriminated against due to me being a white male in a predominantly black neighborhood of the city.

Regardless of why this is occurring, the real problem is that I have made upwards of 35 complaints in the course of 4 months and not a single action aside from weekly reimbursement to my account, is being done. I'm offended to even be bothered with addressing this issue at all.

I have the emails of correspondence between myself and a customer service representative from late February explaining the issue and that it was to be escalated and resolved. This is now mid-March and no resolution has been sought. In fact, upon calling customer service, they told me that it was now my responsibility to contact the distributor of the newspaper and the distribution manager. This is the first time I have Ever been told to "Do it myself". I'm appalled by this process, to say the least.

The final response I received from customer service of the Charlotte Observer was that they've "done their best". Well, in this case, "best" is relative to how well a company Should do their jobs. This process is unsatisfactory and needs to be amended immediately.

Below, in the settlement *** I have included what I would like to be changed within the company's processes for customer service and distribution improvement, so this doesn't occur to another customer again. After all, the purpose of this is to make them better and to fix the problems caused from their business inadequacies. If they are disagreeable to the changes needed, then perhaps the leadership of the company needs to be replacement by those who will fix the problems currently going on or the company needs to be dissolved as it does not meet the needs of the consumer. They are in the business of printing newspapers and having them delivered, and maintaining a news presence on the internet. If they cannot do the physical components of that responsibility, then they are of no use.

I got a letter saying our price was going up, but it was not clear what the annual increase would be. I called, and the rep I talked to did not clarify the issue. I ended the call with saying "when my subscription runs out on January 17 DO NOT RENEW IT. " In February, I got my credit card bill and I was charged $400+ anyway. I called the Charlotte Observer, and after a long conversation with Mark, he agreed to give me a lower rate, which I assumes was annual. When I asked if that was the best rate, he said NO, there was a better rate that we could tolerate. I asked for a refund for the difference, or credit to my credit card; but rather than issue the credit, he extended my subscription until August of 2020!! I don't think The Charlotte Observer will be around in 2020. Did anybody else read the same article about Mugsy Bogues daughter and her domestic violence issue two times this week? Still dickering with Chase about the problem with Charlotte Observer. Now I'm thinking they are trying to confuse me with dispute protocol.

I got a letter saying our price was going up, but it was not clear what the annual increase would be. I called, and the rep I talked to did not clarify the issue. I ended the call with saying "when my subscription runs out on January 17 DO NOT RENEW IT. " In February, I got my credit card bill and I was charged $400+ anyway. I called the Charlotte Observer, and after a long conversation with Mark, he agreed to give me a lower rate, which I assumes was annual. When I asked if that was the best rate, he said NO, there was a better rate that we could tolerate. I asked for a refund for the difference, or credit to my credit card; but rather than issue the credit, he extended my subscription until August of 2020!! I don't think The Charlotte Observer will be around in 2020. Did anybody else read the same article about Mugsy Bogues daughter and her domestic violence issue two times this week? Still dickering with Chase about the problem with Charlotte Observer. Now I'm thinking they are trying to confuse me with dispute protocol.

We did not receive the special section of the Observer memorializing ***. We did receive the paper that day, that section was not there.
Shortly after ***'s death, the Charlotte Observer created a special Memorial Edition for ***. It was a 14 page special section. While we did receive the paper that day, we did not receive the special section; we have gone through the paper that day, page by page and it was not included. We would like that section as we wish to share it with out of state family, plus it is something we paid for and did not receive. My husband called a few days after this and was told they would contact the carrier and send out the special edition. They did not. My husband called again on Wed. Feb 28, and spoke with a young lady with an accent and she said she would contact our carrier and have a copy to us by the end of the day March 1. We did not receive this copy. Called again on March 5 and was told they would escalate this and we would receive the special edition in the next day or so. Again, we did not receive the special edition. We have paid for this and want to receive this special memorial to ***. What do we need to do to obtain a copy of this? It has taken three calls to the Charlotte Observer with no results.

I have been charged for the paper since September 2017 and have never received a paper delivery. I want a refund and my paper delivered.
I have been charged monthly for the paper delivery. I have never received the paper. I signed up for it in September 2017. I have called into customer service and still have not had any resolution or been contacted back. I have moved and updated my address and still have not received the paper.

Need to have delivery issues resolved and a refund for services not rendered.
I have delivery issues that involve a significant amount of money. My issues cannot be resolved by the automated system. Emails have not resolved the problems, Repeated calls to the service line have resulted in first, one hour holds, twice, and then reaching a foreign service desk twice, that made promises, but no results. I just need to talk to a live body that is capable of resolving the problems.

My account shows active delivery service with no problems. In fact I have had no delivery since March 8, 2018 while continuing to be charged. Simply cancelling the service will not get me a refund for services not rendered.