The New York Times Company

Review: I signed up for some one month "amazing" trial M-F NYTImes newspaper delivery for somewhere around 12 or 13 dollars for the month of which I paid for upfront. Now I have a threatening bill for $70. Apparently I was auto enrolled in delivery at a 3 times higher charge. I never agreed to anything of this. Apparently they continued to deliver the newspaper beyond that at a way higher charge. I'd probably be willing to pay them for a second month, at least before this collections threat, but to just continue to deliver something that's not asked for and then try to squeeze a charge out of someone is about as unethical as it gets. Newspapers should be policing the publicly dishonest, not become dishonest themselves. I'd expect that from some some small time joke paper but I thought more of the NYT... In the past I've received the NYT delivery for numerous years and never had such problems.Desired Settlement: stop trying to intimidate me into giving you money I don't owe

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My original subscription was supposed to cost $0.99 for a 4-week trial, but per an email I received from [redacted] (at the New York Times) on April **, it expired just a day later, and did not last 4 weeks. I responded, indicating my frustration but since the amount was small I indicated I would live with it but to "please ensure I do not receive any additional charges." That was stated clearly in my written communication. Recently I noticed the company has been charging me every month. I have contacted them half a dozen times since to request a refund for the erroneous charges. My emails have been clear and consistent: "Per the attached email from [redacted], my subscription expired on April **. Please stop charging me and refund all charges since that date." I have received only nonsensical responses, such as "We value your feedback" and "You are free to cancel at any time." Such responses fail to address the issue and appear to be a deliberate attempt to run me in circles. This resembles a scam. I have been a customer of this company for 5 year and am GRAVELY disappointed by their level of service in this case!Desired Settlement: I have filed a dispute with my credit card company as well for the charges in question. I would like a refund and apology for this atrocious treatment of a long-term customer.

Consumer

Response:

The merchant contacted me directly in response to this complaint, apologized, and issued a credit to my card.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Review: 3 times I have asked that my subscription to the nytimes digital product be cancelled.

I am a partially disabled senior and cannot afford 20 dollars a month for this product. I keep asking to

have the thing cancelled but they keep sending me bills and taking

money out of my account. I just want them to stop the subscriptionDesired Settlement: just cancel the [redacted] subscription

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: In December of 2014, I purchased a 26 week Sunday gift subscription for 50% off the NYT, and accompanying digital access. The paper was delayed due to storm conditions and never delivered until the last week of January, 2015. In early February, I was billed for the full amount, $98.80, which I paid in full. On February [redacted], I paid an additional $58 dollars, as their representative, Theresa, told me that there was an outstanding balance on the account. Wanting the gift to continue, I paid the amount in full.

We continued to receive the newspaper until late July, at which point the paper stopped arriving. Digital subscription stopped soon thereafter.

On November [redacted], 2015, I received a bill for $229.70, minus a credit for $126.00, leaving an outstanding balance of $103.70.

Upon calling the NYT, they said that this was being administered as we "had continued to receive the paper and the digital access," a patent untruth. When I informed representative Donna that the paper had stopped arriving in late July, she said "you should have called" and said the fine would stand. Given the fact that this was a one-time Black Friday special for 26 weeks, and service stopped after 6 months, this point is rendered moot. After trying to hash out the discrepancy with Donna's manager Debbie M, and being put on hold for over 50 minutes, she informed me that I could receive a credit for $98.80. When I told her that this was unacceptable, and that I was entitled to a refund of the errant $58 dollars, she could not explain the charge, nor could she refund said amount.

Debbie M. then said upon her word that I would receive a call back from the floor supervisor (of whom, Heather P, Brian W, and Jason M, all three were in a meeting) within 24 hours. After 48 hours had passed, I called back to address any of the three floor supervisors, and was told by my new representative, after being put on / off hold for another 20 minutes, that they were all in a meeting but would call me back within 24 hours.

This last representative said my claim as to not having digital access was also false, as I had signed in as of December 2015. What she did not mention is that I was signing in, but did not have the ability to access the content to which I had been previously subscribed.

After engaging in almost a half-dozen frustrating and time consuming calls, all of which lacked proper customer service, explanation of charges, or empathetic response that should accompany the last big print producer in the country, I lament the loss of what should have been an incredible gift, and instead has turned into a glaring mark on the face of a dying industry and soiled an incredible present. I only wish the NYT realized that it is people like myself and my boyfriend who do their part to keep the industry alive, only to be continuously treated with poor customer relations, intermittent services rendered, and general disregard.

Lastly, a point that is becoming increasingly concerning, their continued rebuffs have now amounted to a separate debt collector hounding me and threatening to negatively affect my credit score, all while the NYT continues dragging their feet.Desired Settlement: All of the following items need to be met, in accordance with my wishes and faithful dropping of all claims against the NYT:

- The mystery charge of $58 refunded via a check in my name

- All debts accounted for on behalf of the NYT, totaling in the amount of $103.70

- All payments accounted from: MCU and associates LLC, a collections agency, in the amount the aforementioned $103.70

Business

Response:

The New York Times Account#: [redacted] Please be advised that this complaint was resolved as of 3/*/16. We have removed the $103.70 balance due and processed a refund for $58. [redacted] was informed of the resolution and asked to contact us directly with any further questions.

Review: Subscription cancelled without permission and refusal to provide refund for the balance of the subscription.Desired Settlement: I contacted the customer service number the website gave me when I tried to renew our subscription at an advertised discounted rate. Customer service said that we had two accounts and offered to combined them. Then customer service said it was impossible to renew at the discounted rate, because it was not coded into the system. She told me I had to call back in the afternoon.

When I called back, I was told that our subscription was cancelled so it was impossible to renew and they could not offer a refund. She also could not sign us up for the discounted rate, but by then the system allowed it to be done on-line.

The result was that we lost most of the value of the discounted rate, because we lost about the better part of a week's newspapers. I would like a refund for the balance of the account that was canceled without my permission.

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted]

[redacted] E-mail: [redacted] Please be advised that this complaint was resolved as of 11/**/15. We have reached out to Ms. Sprunt and apologized for the inconvenience and informed her that the new subscription was started on 11/**/15. We also explained the non-refundable police as outlined in our Terms of Sale, but as a courtesy will refund $1 for the one day gap. The customer has our contact information to reach out with any further questions.

Review: My Fri/Sat/Sun subscription to the NYTimes was cancelled by phone on November *, 2013, effective November **, 2013. The last issue delivered to me was on Saturday Nov *, because after that delivery was suspended due to a vacation hold, with the understanding that I would receive credit for the issues not delivered. The invoice I received dated Nov *, '13 showed a credit of $40.28 that had accrued due to previous vacation suspensions. When I received an invoice for $275 dated Nov **,'13, I called and spoke to agent [redacted], who told me to ignore this invoice, that the issue would be soon resolved, and I would receive a check for the amount owed me. Instead, I continued to receive invoices and overdue notices dated Dec *,'13 Dec **,'13, and a collection notice dated Jan**,'14. I then made additional phone calls and also emailed Feedback and Customer Care to which I received an email reply stating that I would receive a check within 7-14 business days. On Feb **,'14 I spent several hours trying to resolve this issue by phone. Finally I spoke with [redacted] in the Accounts Resolution Dept, who said that I would soon receive my check. Instead, I received another overdue notice for $275.71 dated March *,'14, and another collection notice from MCU & Associates dated March **,'14. On March **,'14 I again sent emails to [redacted]. The only response has been another collection notice dated April **,'14.Desired Settlement: The NYTimes billing department should clear my account and send me a check for the amount owed me, the collection agency should stop hassling and threatening me, and both should ascertain that my credit rating has not been harmed by their mishandling of this issue.

Business

Response:

Please be advised that we consider this matter resolved as of 5/**/14. A full refund was issued, leaving the account with a zero balance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My wife signed up for the New York times on Apr [redacted] thinking we would get delivery but when I called the next day they said it was digital. I asked them to cancel the next morning on Apr [redacted] and they said ok. I checked my bank statement today (Apr [redacted]) and noticed the charge on the [redacted]. I called to correct it and they would not refund my card stating that they do not refund digital transactions. I then proceeded to call my bank and they said they could not help either because of the verbage on the website.Desired Settlement: I would like my $7.50 refund. This is not fair business practice and the girl that signed my wife up never explained properly what she was signing up for. My card should have never been charged in the 1st place as well.

Review: We have had two problems with billing from the NYT in the past couple of years. The first was not resolved at all by the company and is the reason I asking for them to reconsider their refusal to adjust my current bill- which is the second problem. The first problem we encountered was that we were billed for 2 accounts. One account was being automatically withdrawn from our bank account for a daily subscription that we recieved at our home. The second was billed to a credit card for a paper that as far as we could tell was not delivered anywhere. The duplication was not discovered immediately, but when it was we called the NYT 3 times to speak with a customer service supervisor to sort out the problem. Each time we were told that they could not cancel the second subscription or even identify where (or if) that paper was being delivered somewhere. Many possible explanations were apparently investigated by the NYT representative but no solution was found. We had previously given a gift of the NYTs to a family memeber and were told to determine if that person was getting a paper they were not paying for . That person checked their bills/payments and confirmed they had been paying their subsciption. We called the NYT back and again were told that there was no way to stop the charges to my [redacted] because I did not have an account number. So we cancelled the card and were given a couple of months refund by [redacted]-- which mainly covered the 2 billing cycles charged after we started working with NYT to resolve. But older charges could not be refunded. We were not pleased with this resolution particularly because it seemed unbelievable that they could not stop charges despite knowing the card number and my name. But because this is the only newspaper we read, we continued our subscription and changed our account to a paper bill.

The second and current problem is that we continue to be billed despite our belief that the subscripton was placed on hold starting Oct *, 2015. According to NYTs representative no hold was placed and since we did not call about not getting the paper they offered only a 2 week adjustment to our bill. From our perspective the details are the following: We left the country for Africa the first week of October and placed the paper on hold prior to leaving by the automated system. (And the paper did stop coming) We were home for a couple of weeks at the end of October- at which point I did see an October statement but because our last payment was late I assumed that there was an adjustment pending. We did not recieve papers those 2 weekends but did not recognize anything was wrong because we did not expect to get a paper as we thought it was on hold. We were in Africa again in November, and back in the US the week of Christmas. At that point I saw a bill and recognized that we were still being billed for papers not delivered but left the country again for Sweden and returned yesterday. I called today 1/* to resolve. I was told that since we did not notify them that we were not getting a paper they could not adjust our bill beyond 2 weeks. Although I preferred not to, I cancelled our subscription because of the unwillingness of the customer service representative to adjust our bill for services not rendered and because of our first experience with billing problems. The combination of these two billing errors has cost us around 300 dollars. Ultimately, we are confused by the fact that the NYT apparently has no way to verify that we were not recieving papers in either instance and it is troubling that they cannot stop billing a credit card despite our request. Furthermore, although the representative we spoke to today indicated they had no record of the hold in October, the paper did stop coming exactly those dates- and therefore we had no reason to call.( I am willing to provide verification of my flight if needed.)Desired Settlement: We would like an additional adjustment to our current bill. I understand the the other incident is too far in the past.

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted]

[redacted] New York Times Account#:[redacted] Please be advised that this complaint was completely resolved as of 1/*/15. We spoke with [redacted] and will remove the balance on the above account and restart her service. She has our information to contact us directly with any further questions. Best Regards, [redacted]

Review: I obtained the digital subscription to the Ny times through a online offer. The Ny times failed to follow the offer and ended up charging me for a month of full subscription before the online offer had expired. I have contacted the customer service line twice with no resolution.Desired Settlement: A refund of one month subscription

Business

Response:

Please be advised that this complaint was resolved as of 12/**/13. We have processed a refund for $15 as a courtesy and sent [redacted] a confirmation email, as well as asked that he contact us directly with any further questions.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, if and when the refund is received by [redacted], and the matter will be resolved at that time.

Sincerely,

Review: I called NYTimes.com to cancel my digital subscription in June, 2013. They told me it would be cancelled the next billing cycle. It has been a year, and I am still being charged. I called and they admitted it was their error - they have a record of my call but "the stop didn't go through" - but refuse to refund more than one month despite admitting it was their error.Desired Settlement: Refund for all bills since I initially called to cancel in June, 2013.

Business

Response:

Re: Complaint # [redacted]

Customer Information:

Please be advised that this complaint was resolved as of 6/*/14. We have processed a refund in the amount of $165.00 and let [redacted] know.

Best Regards,

Review: As per subscription agreement, the New York Times is to be delivered to my apartment door. Not left in the entryway to my apartment building, which is unlocked, open to the street - the newspaper can be stolen. Not in my lobby - it is in the path of building residents where it can be trampled and is a fall hazard. Furthermore, I am disabled and it is difficult to climb down stairs top retrieve my newspaper. Since the holidays, delivery has been sporadic at best. Numerous complaints to the Times has not rectified this issue. This is a problem that occurs every few years and the Revdex.com has successfully intervened on my behalf. ( (May 2012 - [redacted]; June (2011?) - [redacted]))Desired Settlement: I would like CONSISTENT daily delivery of the newspaper to my door as per contracted agreement.

Business

Response:

New York Times Acct#: [redacted]

Please be advised that we consider this matter resolved as of 2/[redacted]/14. Upon receipt of the complaint, we reached back out to the field and was assured that the carrier will be closely monitor to make sure the papers are delivered to the door as per the instructions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have contacted the Times numerous times regarding a delivery issue that occurs periodically. Once again, daily delivery to my apt door as per agreement has failed. Over the last few weeks, delivery to my apartment door has become less and less frequent. It is either not delivered, delivered in the vestibule of my building or left in the lobby. The last delivery was this past Saturday, when it was thrown directly at my door with so much force, it awakened my neighbors as well as my husband and myself. It was obvious that the paper was hurled at my door in anger - this is atrocious. Please note that the Revdex.com has intervened on my behalf several times over the last few years. Your mediation has resolved my non-delivery of my newspaper for a while and then my delivery issues begin again. Thank you for your continued assistance. let's hope this time is "the charm."

This is a chronic reoccurring problem. Escalation to someone at the New York Times who can act of my behalf, resolve this problem and guarantee daily delivery to my apartment door as per agreement is warranted.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

Please be advised that we are doing everything possible to remedy the situation. Someone at the distribution center is in contact with the customer and will continue to monitor the delivery. The paper is delivered very early in the morning and chances are, if it’s not retrieved in a timely manner, a passerby can easily take it.

Best Regards,

Review: My wife ordered a year-long subscription for the New York Times Weekend Service for her mother for Christmas in 2010. She renewed the subscription in 2011. The renewed subscription was for the year 2012. Everything was fine with 2012 Weekend Service subscription. My wife chose not to renew the Weekend Service for 2013 so she called and cancelled the Weekend Service. In 2013, we began to receive past due invoices from the New York Times regarding the Weekend Service. It was curious because, at that point, the Weekend Services editions had not been delivered to my wife's mother as they had been cancelled. We called the New York Times and were told repeatedly that we had no account and to not worry about the bills. The New York Times was told to cancel any further service. In March 2013, we received a letter from a collection agency called International Media Concepts., Inc. Upon receiving this letter, my wife called and was told that there was no debt to collect. International Media Concepts is a Delaware corporation (file # [redacted]). On July **, 2013, we received another collection notice for $ 58.20 from "MCU and Associates LLC" on account of the unreceived Weekend Service. This notice was dated "Jul[sic] **, 2013." A quick entity search on the New York Department of State - Division of Corporations website yielded that MCU and Associates is a New York LLC headquartered at LAW OFFICE OF WILLIAM J. MCDERMOTT, LLP, [redacted]. I called the New York Times myself on July **, 2013. I spoke with a woman named [redacted]. She had told me that the service was never cancelled until some point in time in 2013. The $58.20 reflected the amount due on the Weekend Service prior to its cancellation. Again, no Weekend Service was received after the original subscription had run out. Regards, [redacted]Desired Settlement: I would like the New York Times and any other of their collection agencies utilized to (1) stop contacting us about the debt; and (2) contact any credit agency that may have been notified of this issue and explain their fault on this matter.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

Daytime Phone: ###-###-####

Evening Phone: ###-###-####

E-mail: [redacted]

New York Times Account# [redacted]

Please be advised that this complaint was resolved as of 7/**/13. We will remove the $58.20 to reflect a “0” balance and will alert the collection agency to stop sending notices. Since we do not report to credit agencies, the credit was not affected. [redacted] was contacted and informed of the resolution and was asked to contact us directly with any further questions.

Best Regards,

Customer Care Advocate

The New York Times § [redacted]

(T) ###-###-#### § (F) ###-###-####

Review: I got a subscription to the NY Times for my husband for Christmas for 12 weeks. They continued to bill me even after the paper stopped. I called and ended my service and stopped the paper in April and have not received a paper since. They have continued to bill me every month. I have called and talked to 4 representatives and they tell me that they will CEASE billing me, but AGAIN two more charges every month. Every month they put, not one, but two charges through my bank account. They have ripped me off now a couple hundred dollars. I want them to STOP.Desired Settlement: I want the NY Times to do the right thing and live up to what several agents have told me. STOP billing my credit card and refund my money! Warn others not to sign up for the NY Times. They steal your money and don't even deliver the paper.

Business

Response:

[redacted]

[redacted] New York Times Account: [redacted] & [redacted] Please be advised that this complaint was resolved as of 7/*/15. We have confirmed that the subscriptions were cancelled and a total of $133.87 was refunded back to the customer. [redacted] was informed of the resolution and asked to contact us directly with any further questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Prior to August 2013 I was a paying subscriber of the Web+Tablet access option for NYTimes.com. I became a newspaper subscriber on August *, 2013, and the newspaper subscription included all web access options. As I paid my newspaper bill, NYTimes.com continued to charge me $20/month for the Web+Tablet access, in effect double-billing me for that service.Desired Settlement: At present I have a $103.20 bill outstanding for my newspaper subscription for account [redacted]. NYTimes has double-billed me for more than $200 in excess of my previous bills. I have asked, via email and phone, for a credit to cover my currently outstanding bill. I believe that the $200+ of overcharges should more than cover the $103.20 that is currently outstanding. With that outcome, I would resume my subscription with NYTimes.

Business

Response:

Re: Complaint # [redacted] Customer Information: [redacted]

[redacted] New York Times Account#: [redacted] Please be advised that this complain was resolved as of 2/**/15. We have removed the balance due and informed the customer of the resolution by voicemail and email. [redacted] we asked to contact us directly with any further questions. Best Regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I do now see the email sent to me on 2/** from [redacted] that confirms the resolution for which I had asked. I appreciate the involvement of the Revdex.com in helping to resolve this matter, and I appreciate the cooperation of the New York Times in reaching an equitable outcome. I feel that my relationship with the business has been appropriately repaired, and I look forward to resuming my subscription.

Sincerely,

Review: I have a subscription to receive the New York Times every day of the week, yet from the first day I was supposed to receive the paper (in August 2014), there have been problems with delivery. For the first few weeks it would arrive only every 4 or 5 of the 7 days it was supposed to, and eventually came more reliably 5 or 6 days of the 7 paid for and expected after speaking with a representative.

Every day that it doesn't arrive I have called and reported that the paper was not delivered. I often request that that day's paper be delivered again, and it has *never* been delivered again despite their assurances. I have also asked them to leave the paper on my doorstep and then, in a later phone call, in our mailbox, as I attempted to find ways they could reliably deliver it and I could reliably find it. Neither time was the paper delivered that way, if at all. When I have spoken with a representative from the New York Times, they have always been polite and apologetic and assured me that service will improve and I will receive the paper, but none of these improvements have ever materialized.

This past week the delivery issue has become unacceptable. I have not received my paper in 8 days, and every morning I call and report that the paper was not delivered and still do not receive that day's paper nor is service restored the next day. I understand that yesterday, January[redacted], delivery may have been interrupted because of the minor snow that [redacted] received, but this issue is clearly not restricted to yesterday.

I have had continuous problems with delivery for the past 8 months -- namely, the paper failing to arrive on average one day a week -- most of which I have reluctantly dealt with. That my paper has not arrived at all in the past week is shameful. I am paying money for a service that I expect to be rendered, and in addition to not receiving the service, I have had to go through the frustration of using the channels provided by the business to report the problem, to no avail.Desired Settlement: I would like to speak with someone from the New York Times and someone from the distributor and have them assure me that my paper will be delivered every day from now on. I would like the paper to be delivered on my doorstep every day so I don't have to search under the stairs and in the neighbors' front area for the paper before confirming that it in fact did not arrive. Additionally, I would appreciate some kind of compensation for the frustration of not receiving the paper when I was expecting it nor having my complaints promptly addressed -- such compensation could take the form of an extension of my subscription free of charge.

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: [redacted] New York Times Account Number:[redacted] Please be advised that this complaint was resolved as of 2/*/15. The delivery is being closely monitored by our distribution manager and the customer has his contact information should another problem arise. Best Regards, [redacted] The New York Times § [redacted] § [redacted] (T) ###-###-#### § (F) ###-###-#### [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been a longtime subscriber of The New York Times paper. In the summer or fall of 2013, I took advantage of a special price offered by the company. When I received the bill indicating that the offer was over, I called the customer service operation of the Times to cancel the subscription. It was suggested that I place it on hold instead, in case another offer was extended. I agreed but kept receiving a bill for papers that were not delivered. I contacted the Times and had the account closed. I still received bills and contacted a supervisor who told me that she took care of any outstanding balances and I would not receive any more bills. I continued to receive bills and contacted customer service again. I was told the account was closed, no balances remained and to ignore the bills. Last Friday, January, **, I received a notice from a Times collections subsidiary, International Media Concepts, Inc. (IMC), informing me that I was past due $18.31. I was infuriated and had to wait until Monday to contact the service. I left two messages on Monday and no one returned my call. It was probably because of the MLK holiday and, of course, there was no recording to indicate the holiday. When I called on Tuesday, a man answered. When I told him I was infuriated, he immediately got defensive. When he mentioned a dollar amount, I said that may have been a payment I made. He responded, "I know the difference between a debit and a credit". I told him not to start with me and he hung up the phone. I called back hoping I would get someone else who had customer service skills; however, he answered, said, "Let me be clear" and hung up again.

I finally called the National desk who transferred me to [redacted] in advertising who gave me contact information for [redacted]. He is apparently the [redacted] of a department handling complaints such as mine. I had to leave a message and a woman by the name of [redacted] called me back within a few hours. I explained all this to her and she said she would look into who treated me so badly from IMC and, in turn, removed any outstanding balance. She explained that the credits given were never properly processed.Desired Settlement: I want a few things:

a) an apology from the IMC person who does not know how to serve customers. It was be better to fire him.

b) a written statement from an executive decision maker informing me that I do not owe any money to the Times

c) a written statement from an executive decision maker informing me that my credit/credit score has not been affected by this situation

I want the Times to know that its billing and distribution operations are poorly lacking and not serving their customers properly. Yes, it would be great to receive complimentary service; however, I do not trust that I would not run into similar problems again.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Time Acct#: [redacted]

Please be advised that this complaint was resolved as of 1/**/14. The account was stopped and the $18.31 balance removed. I also sent [redacted] an email apologizing for the inconvenience and assured her that her credit was not affected. We have also reached out to IMC to investigate the matter and address the agent/s accordingly.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9895838, and find that this resolution is satisfactory to me and the matter has been resolved. I am still amazed that the Times is unable to contact IMC after this period of time and find out who was involved in this matter and treated me so rudely. The billing issue has been resolved.

Sincerely,

Susan Schneider

Review: I subscribe to the Replica Edition of the New York Times. Their advertising states I am entitled to free unlimited access to the NYTimes.com website. The Customer Support states , in answer to a FAQ: " Yes, As a Replica Edition subscriber you are entitled to have unlimited access to NYTimes.com. Click here to set up your free access." When I click, my request to set up is rejected. This free access is also advertised on their subscription page. I have inquired and complained to them to no avail. I see on your next page a request for dates of my complaint. There are too many to list.Desired Settlement: The New York Times should abide by their advertising and grant me free unlimited access to NYTimes.com,

Consumer

Response:

The New York Times has contacted me stating that I am entitled to the service and they have set it up. I will not be sure until I use the service several times.

,

Review: I received a subscription for home delivery of the New York Times from my brother-in-law for Christmas 2012. When the subscription was over, the NYT asked me to continue service. I said no. They continued to send me the paper for one month. I contacted them again (both email and phone) and said stop. They finally did stop sending the paper. However, they are trying to bill me for the last month after the gift subscription ceased even though I said no. I feel harassed and manipulated. I want them to stop billing me. I have called and emailed again and again, never hearing back from them. I expect they think they will just wear me down to pay . . . What a terrible gift - the NYTimes is more than unprofessional and it is really a shame with the obvious problems in the newspaper industry today.Desired Settlement: I want the NY Times to stop billing me! I would love an apology but don't expect that.

Business

Response:

Please be advised that this complaint resolved as of 9/**/13. We are in the process of removing the $49.20 balance. [redacted] was contacted and is satisfied with the resolution

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have never subscribed to the NYT Home Delivery and have received bills from NYT subsidiary MCU and Associates LLC informing me that I owe them $71.51. I have sent MCU a certified letter(August **, 2013) requesting proof of service and also to adjust this false claim. And I have followed up with an email(September **, 2013). The only response I have received is another bill for the $71.51(most recent bill dated September **, 2013). Also, they have stated that unless I notify their office within 30 days the debt will be valid.Desired Settlement: To noitfy me via mail or email informing me that this false claim has been corrected and I do not have a balance due with their company. Therefore, no threat to my good standing with the major credit agencies.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 10/**/13. We have removed the $71.51 balance and sent [redacted] an email informing her of the resolution.

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Dear [redacted],

Thank you for contacting the New York Times.

From my understanding, you were signed up for a New York Times account without your knowledge/consent. We have closed the account and the balance owed has been removed.

Your satisfaction is very important to us because we appreciate your business. We would be happy to help you with any questions or concerns in the future.

If there is anything else we can do to help you, please e-mail us at [redacted] or call us at ###-###-#### from 8 AM to 8 PM EST Monday-Friday and 8 AM to 5 PM Saturday & Sunday EST.

Sincerely,

ESC/Hot Complaints

The New York Times

Best Regards,

Customer Care Advocate

(T) ###-###-#### § (F) ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Dear [redacted]:

I received an email from you dated 10/**/13 regarding a subscription to the New York Times I never authorized and have forwarded the email below. Today I received another one of your newspapers unsolicited. Please correct this as I never did and never will ever subscribe to your newspaper and do not want to be billed again with threats to my credit reports.

Please confirm this has been handled.

Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Ms. [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 10/**/13. I received the below email from Ms. [redacted] and reached out to the distribution center to have the carrier stop delivering immediately.

Review: I received a gift subscription of The New York Times and the person who gave me the gift clearly requested the company not to automatically renew it since it was a gift. The New York Times did renew the subscription automatically charging the credit card used to pay for the gift without authorization. When I realized what they had done, I contacted them and requested a cancellation and a refund to the credit card. I first spoke to the [redacted] on January *, 2015. She assured me that I would received a full refund (197.60) in 15 days. She even gave a confirmation number. They never issued the refund. I have called them at least another 5 times and always spoke to [redacted] and [redacted] in the account resolution department. They have told me the refund was sent to the card, even though it never showed up on the card. Then they said they would send a check, and never did. Then they went back to saying that the money will go back to the card. Every time I speak to them they guarantee me that the refund will be made and that the billing department is investigating and will contact me. They never did. It has been roughly two months and nothing happened. And they do not let me talk to the billing department directly to try to resolve the issue. It seems they are giving me the run around hoping that I will forget it and they will be able to keep the money. It is ludicrous.Desired Settlement: They should refund immediately the money they stole from the credit card.

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted]

[redacted] New York Times Account#: [redacted] Please be advised that this complain was resolved as of 3/*/15. We have reprocessed the $197.60 refund and informed [redacted]. The original refund was rejected because the billing address was changed through the web on 1/*/15. The customer has our information to contact us directly with any further questions. Best Regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Althought I have received an email message from the business, excuses and apologies do not resolve the issue. The issue will only be resolved when the company refund the total amount due. As of today, 03/**/2015, the credit card originally charged has not received a refund and, in addition, no check has been received in the mail. They have apologized in the past when I contacted them and gave all kinds of excuses and promises of refund. So far, nothing happened. The issue will only be resolved when the money is fully refunded and not when they just write an email apologizing.Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted]

[redacted] New York Times Account#: [redacted] Please be advised that this complaint was finally resolved as of 4/*/15. The customer confirmed receipt of the refund today. ----------------------------------------------------------------------- Please be advised that the refund is being processed. The delay is due to the customer changing the billing while the original refund was being processed back in January. The original refund had to be stopped and reprocessed through the system. It should be receive shortly. We reached back out to [redacted] explained the situation and asked that he bear with us for little while longer and to contact us directly with any further questions. --------------------------------------------------------------- Please be advised that this complain was resolved as of 3/*/15. We have reprocessed the $197.60 refund and informed [redacted]. The original refund was rejected because the billing address was changed through the web on 1/*/15. The customer has our information to contact us directly with any further questions. Best Regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter finally has been resolved.

Sincerely,