The New York Times Company

Review: Dear Revdex.com: I switched from an online subscription (only) of NYTIMES.com at **$ a month to a weekend delivery option and in the online adverts and in emails I was informed from the start that my online subscription would become included during the paper delivery subscription and I would be charged only the delivery subscription. However I was double charged - during my three month subscription. I have pointed this out to them after I recently discovered it and they refuse to refund the excess 45$ paid. They are stating that accounts were not linked and thus they are not responsible. This technical reason seems irrelevant to me, and I also during the concurrent period called about suspending delivery and was wondering why I could not do it via the online account, they indicated they would 'link' them and it wouldnt be a problem and they confirmed there is no charge for online access during a regular subscription to any home delivery. I have spoken to them and after multiple half hour holds they refuse to refund the double bill and my emails (see below) failed to persuade them. I believe they have failed to honor their advertising offer and further failed to act in good faith as I did during the periods of the concurrent subscriptions reach out to them to trouble shoot my online accounts inability to suspend paper delivery.

Thank you for contacting NYTimes.com.

We apologize for any inconvenience you have experienced with trying to get a refund.

In response to your inquiry, it matters whether or not they were both set up online as we do not refund digital subscription except for a very few specific set of reasons. One of those reasons would be if we incorrectly entered your email address into the system. Since they were both set up online we are not responsible for the double billing that occurred on your card.

We would advise you to let us know if you need any additional assistance and we'll be happy to help.

If there is anything else we can do to help you, please e-mail us at [redacted] or call us at ###-###-#### from 6 a.m. to midnight Monday-Friday and 6 a.m. to 5 p.m. Saturday & Sunday (ET).

Your satisfaction is very important to us and we thank you for your feedback.

Sincerely,

[redacted]Online Customer Care

The New York Times

www.nytimes.com/help

-----Original Message-----

From: [redacted]

Sent: 1/**/2014 10:43:59 AM

To: NYT Customer Care

Subject: Re: Re: HELP ONLINE PAID PRODUCTS NYTimes.com Digital Subscription

I attempted again to call today and after a half hour hold time to get to someone in billing and resolutions they informed me that since both accounts were created online they couldnt refund anything but one month which greatly disappointed me. I do not see what relevance online creation is to this issue. I spoke to people by phone during the subscription period and was assured I wouldnt be double billed and yet I was. They also told me the accounts would be linked.

I will be filing complaints with the NY State Attorneys' General office, the Revdex.com, and the US FTC due to this unsatisfactory result. I was requesting credits of 45$ for the concurrent billing periods, no more and this is in accordance with the offer that still is ongoing that one receives online access when home delivery is used.

Also, I must say that my customer service experience with NY Times irrespective of the unfortunate result here has been less than endearing. I called on Tuesday and after a long discussion with your customer care group that no one in the Problem and Resolutions Group would be able to speak to me and that they would call me back within two hours. I never heard back from them at all. So I am reluctant to bother speaking to anyone else there and had to spend 40 minutes (30 minute hold time) today only to learn NY Times would in the end not accommodate my request.

On Friday, January **, 2014 8:23 AM, NYTimes. com Customer Service wrote:

Dear [redacted],

Thank you for contacting NYTimes.com.

We apologize for any inconvenience you are experiencing and we understand your frustration.

It may be easier if you call us and try to resolve this over the phone.

If there is anything else we can do to help you, please e-mail us at [redacted] or call us at ###-###-#### from 6 a.m. to midnight Monday-Friday and 6 a.m. to 5 p.m. Saturday & Sunday (ET). We will be happy to help you.

Your satisfaction is very important to us and we appreciate your business.

Sincerely,

Online Customer Care

The New York Times

www.nytimes.com/help

-----Original Message-----

From: [redacted]

Sent: 1/**/2014 10:10:08 PM

To: NYT Customer Care

Subject: Re: HELP ONLINE PAID PRODUCTS NYTimes.com Digital Subscription

I did make this request, I did it by phone as I was having trouble multiple times viewing my online subscription and changing delivery for travel, they linked it via tech support and I distinctly recall this occurring because it took several times for me get this fixed! I traveled and wanted to suspend delivery of the weekend edition and couldnt do it via my online profile using your web services. I also spoke to customer service to make sure I wasnt being double billed!!!

I would like to speak to some one about this if this is the line NY Times is taking. I am adamant about this and appreciate your re-consideraiton.

On Thursday, January **, 2014 9:35 PM, NYTimes. com Customer Service wrote:

Dear [redacted],

Thank you for contacting NYTimes.com customer service.

We appreciate the time you took to write and value your readership.

We apologize for any inconvenience and understand your concern regarding being billed for a digital subscription while having home delivery.

In response to your inquiry, when you sign up for a home delivery subscription, you must request that we cancel your digital subscription in order for the subscription to be closed.

Our records indicate that the email address that was attached to the home delivery subscription was [redacted], and the email address attached to the active Web + Smartphone subscription is [redacted]. Due to the email addresses not matching, and there not being a request for any cancelation of the digital subscription, we are unable to approve a refund for either of your subscriptions.

We would be happy to help you if you need more assistance, please e-mail NYTimes at [redacted] or call NYTimes at ###-###-#### from 6 a.m. to midnight Monday-Friday and 6 a.m. to 5 p.m. Saturday & Sunday (ET).

Your satisfaction is very important to The New York Times and we appreciate your business.

Sincerely, [redacted]

Online Customer Care

The New York Times

-----Original Message-----

From: [redacted]

Sent: 1/**/2014 10:04:30 AM

To: [redacted]

Subject: HELP ONLINE PAID PRODUCTS NYTimes.com Digital Subscription

Email: [redacted]

URL:

Comments:Hello, I have attempted several times to speak to someone in billings resolutions but have not gotten through nor has someone called me back in over a day, hold times have been unacceptable.

I had a paid delivery option and was told and promised my online subscription would become free yet I see I was charged ** dollars all along. I need this refunded for all duplication payments. Also I did not authorize continued online subscription and yet I was auto paid in January and December. I expect prompt refunds of the ** dollar payments sept-nov (or whatever the period was in which I had a paid paper delivery concurrent). I was informed when I signed up for the deliveries that it would automatically stop charging the digital

"01/**/2014" "NYTimes: Web + Smartphone App" "$**.00

($**.00 + $0.00 taxes)"

"12/**/2013" "NYTimes: Web + Smartphone App" "$**.00

($**.00 + $0.00 taxes)"

"11/**/2013" "NYTimes: Web + Smartphone App" "$**.00

($**.00 + $0.00 taxes)"

"10/**/2013" "NYTimes: Web + Smartphone App" "$**.00

($**.00 + $0.00 taxes)"

"09/**/2013" "NYTimes: Web + Smartphone App" "$**.00

($**.00 + $0.00 taxes)"

"08/**/2013" "NYTimes: Web + Smartphone App" "$**.00

($**.00 + $0.00 taxes)"

"07/**/2013" "NYTimes: Web + Smartphone App" "$0.99

($0.99 + $0.00 taxes)"

My subscriptions were **Digital, Home delivery [redacted].

Regarding:NYTimes.com Digital Subscription

More Specifically:Payment Issue

Reply, Reply All or Forward | More

Me

To NYT Customer Care

Today at 8:29 AM

That is too bad NY Times is unwilling to honor its commitments made in the offer for online access. As stated I did speak to customer service during the subscription period about linking accounts and was assured this would not happen. Further a continued refusal to honor this commitment has necessitated my escalation to authorities and consideration of other avenues to redress this issue.

As a potential life long NY Times customer I am greatly disappointed by this short sighted view NY Times has taken as well.

Sincerely, [redacted].Desired Settlement: I want a full refund of the redundant online billing for the three months last fall of my paper delivery. This is 45$. They have offered a 15$ for one month only refund, I am not sure if that is for the January billing for online access or one of the months in dispute. Further I do not recall authorizing continued online billing as I thought when I suspended my paper delivery in Dec 2013 it would have included on line billing subscription under the impression my paper delivery cancellation at that time would also cancel my online subscription. This week I cancelled this online subscription as well.

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.

Im not sure they are responding to the Revdex.com compliant or my prior but they called me and decided to refund the duplicative payments of 45$.

Thank you

Review: We subscribed to the NY Times on 8/**/13. As of today 8/**/13, we have received no newspaper even though I call and email daily. The customer service dept. assures me I will receive a paper the next day, but I don't. They have charged my credit card for the payment but I have not received a service (paper delivery). They tell me each time I call that they will credit my account but they don't. I have been charged for the full amount and have received no papers. This has been going on for 2 weeks now. The customer service at this company is very poor in that you get the standard speech or form email that they are going to correct the problem but it is never corrected.Desired Settlement: I would prefer to receive the daily paper from this company but it doesn't seem this is going to happen since I have called & emailed so many times and still there is no delivery. So I would like for my credit card to be reimbursed for the full amount they have charged me.

Consumer

Response:

The NY Times has said they will credit my account next month. It hasn't been credited yet, but they say they will. Also, they delivered a paper yesterday and today (after 10 days of no paper). So I am hopeful they will continue delivering the paper that I have paid for.

Sincerely,

Review: Canceling my account and getting a refund.

I orginially signed up for service on April **, 2014 After thinking things over I called on April **, 2014 and requested to cancel my account and a refund. They didn't have my account on file. I didn't receive an email with account number, information about my account or how much this was going to cost me. Then on April **, 2014 I received an email in regards to the account and welcoming me to the New York Times. Sure they send me an email 5 business days later (3 days past the law to legally cancel something, how convenient) I immediately called ###-###-#### and Spoke with [redacted]. My account number is [redacted]and [redacted] said it was too late to cancel my subscription. They need 3 business days. Confirmation # [redacted]Well if I would've received my account information in time, I would've cancelled right away. [redacted] said I was going to be charged $17.20 which I was on April **, 2014. He said he can't cancel my account until April **, 2014. I called on April **, 2014 and spoke with [redacted]. Who was completely rude and not helpful he should not be in customer service. He said my account wasn't scheduled to be cancelled until April **, 2014. Then after April **, 2014 the New York Times will refund me $17.20 SO funny that they are so quick to charge your card but since the are a "HUGE ORGANIZATION" (Someone said that to me...wow) they can take 7-14 business days to refund me. I then called on April **, 2014 and spoke with Ray who was friendly but told me he would have my account stopped immediately and my refund would be processed right away. My confirmation number is [redacted] I called again today April **, 2014 and spoke with [redacted]. She was friendly but said my account wasn't stopped until April **, 2014 and no full refund has been ordered yet. She also said that someone put in the computer to cancel the cancellation. I am so frustrated and will NOT do any business further with them. No one is telling me the samething. It doesn't take long to cancel an account and process a refund.Desired Settlement: Please, I am looking for a simple cancellation and a simple refund of what was charged to my card, which should've never been charged in the first place.

Business

Response:

Re: Complaint # [redacted]

Customer Information:

New York Times Account# [redacted]

Please be advised that this complaint was resolved as of 4/**/14. The account was closed and an additional refund issued to make it a full refund. A voicemail message was left for [redacted] apologizing for the inconvenience and letting her know of the resolution. She was asked to contact us directly with any further questions.

Best Regards,

Review: I signed up online for a promotional deal to receive the New York Times Sunday only for a certain period of time. The online form did not show the total amount before you had to click submit, and after I submitted it, the charge was more than I expected. So, I called customer service, where I was informed that if you pay with a credit card, your card will automatically be charged for the full delivery rate when the promotional period ends. I said I did not want this, and asked if I could be billed instead of providing my credit card.

When the promotional period ended, I continued to receive newspapers and an invoice. I wrote a letter which I sent with the invoice explaining that I did not want the newspaper at the full subscription rate, and please discontinue sending the paper and invoice. I continued to receive newspapers. I called and explained the situation, and asked that the newspaper be discontinued and the bill removed. I have called twice since, and asked to speak to a [redacted]. They have no record of the letter I sent, and I was not able to be connected to a [redacted]. I was told a [redacted] would call me the next evening after 6:00, and I did not receive this call. Instead, I received a call the following day during daytime work hours.

I would like the charge removed for this newspaper which I had indicated I did not want.Desired Settlement: Cancel invoice for newspapers that I did not want. Remove charge and stop sending me bills.

Business

Response:

New York Times Acct#: [redacted]

Please be advised that this complaint was resolved as of 3/**/14. The account was cancelled and $21.67 removed to reflect a “0” balance. [redacted] was contacted and informed of the resolution and asked to call us directly with any further questions.

Best Regards,

Review: Company has continued charging $15 'monthly' on 7/**, 8/*, 9/*, 10/*,10/** and current charge pending as of 11/** for a digital subscription that I did not sign up for. I use the email [redacted]t for all personal subscriptions, but this is showing up under my professional email of [redacted]

Customer Service rep fro NYT verifies that account was signed up for in June with an initial charge of $0.99 on 6/**, but never accessed. She does not see record of my previous two calls to NYT, and has again 'canceled' the subscription and states the pending charge will also be automatically cancelled. This mirrors info provided on my last call, the call previous the account could not be located.

I have been informed the matter was escalated, but given previous experience am submitting this complaint pending final resolution.Desired Settlement: All previously billed charges of $15 for the dates listed above should be refunded in full. I did not purchase or authorize purchase of this subscription, and actually receive an audible version of this newspaper via my subscription with [redacted].

Business

Response:

Please be advised that this complaint was resolved on 11/**/13. We have contacted [redacted] and will be issuing a full refund as a courtesy. The customer has our contact information to reach out directly with further questions.

Best Regards,

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:

[While I received a response that I should expect a refund of all charges, another charge of $15 was processed today. I will accept a refund of all charges back to and including July, but nothing less. The charge that just processed is oneu wad told would not go through my account, but it did any way.]

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:

E-mail: [redacted]t

Please be advised that we consider this complaint resolved as of 12/*/13. We have refunded all 6 charges totaling $90, including the last one for $15. [redacted] was called and a voicemail message left informing her of the resolution and to contact us directly with further questions.

Best Regards,

Review: I cancelled my account in July and was charged in August for newspapers I am no longer receiving.Desired Settlement: I would like an apology along with financial restitution.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

Please be advised that we consider this complaint resolved as of 9/**/13. We are unable to locate an account in our system that reflects the charges in question. [redacted] was contacted and said that she was busy and to call her back later. Several attempts were made to reach her, via phone and email, but to no avail. The customer can contact us directly, so we can investigate further.

Best Regards,

Customer Care Advocate

Review: We used to get the Times on Sundays. We then sold our house and moved. We did not order service at our new home. We believe we cancelled our subscription in October 2013, but we cannot prove it. They are still billing us a year later. They say that the bill was paid through June 2014, but what I thought I was paying was any outstanding balance through October 2013. We certainly have not received papers after that date, and I should not have to pay for something I have not received. They claim I owe because I did not close the account, which I believe I did. There is no dispute that I am not receiving papers. They now claim I have an overdue bill of $109.38 (account [redacted]). I truly believe I should not be forced to pay for services that were not rendered!Desired Settlement: All outstanding charges should be erased, with no mange to my credit.

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: Since September of 2011 to March 2014, NY Times has been billing me $35 for an online subscription, which I never received. The NY Times allows its readers 10 free articles per month. As a subscriber, you have an unlimited number of articles at your disposal. However, each month when I hit the 10 article number, the NY Times precluded me from reading any more articles without a suscription. Each time I signed on, NY Times indicated that it knew who I was by displaying my user name. I was informed by customer service yesterday that my displayed user name on the website each time I logged on was not registering with NY Times, because they were having "cookie" problems. So, due to problems with the online site, I was treated as a unsuscribed reader with all the restrictions, while at the same time I was being charged as a suscriber. I called the subsription department and was told that "The New York Times does not refund on digital accounts". This is outrageous. I would like my money back. I "cancelled" my fake subscription yesterday.Desired Settlement: Refund.8b

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

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

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

E-mail: [redacted]

Please be advised that we consider this matter resolved as of 4/[redacted]/14. As per our non-refundable policy, we are unable to issue a full refund. We contacted [redacted] and explained our policy and that she should have let us know of the issue in a timely manner or instruct her credit card company to cease making the payments. However, as a courtesy we extended a 3 month refund, but the customer declined the offer.

Best Regards,

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]

NY Times offered 4 months which I accepted, but with the stipulation that it would be partial payment and that I would continue to pursue the claim. They admitted that the website had "cookie" problems but it was said that it was my responsibility to complain. NY Times' response is factually incorrect. I am stunned that they would not accurately portray the conversation I had with them.

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 consider this matter resolved. As per our non-refundable policy, we are unable to issue a full refund. We contacted [redacted] and explained our policy and that she should have let us know of the issue in a timely manner or instruct her credit card company to cease making the payments. However, as a courtesy we extended a 3 month refund, but the customer declined the offer.

The 3 month refund is being offered only as a courtesy and is not negotiable. We also explained that when an customers contact us for assistance with the website, one of the first things we ask them to do is clear their cache and cookies as part of a routine maintenance on their end.

Best Regards,

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]

Actually, they have consistently lied. They received notice previously and offered me 4 months (not three months that they are now claiming). I told them that the 4 months will be viewed as partial payment because they knew that their website had a problem. Two of their employees told me that there were "cookie problems" with the nytimes.com site. Yet they kept billing and receiving payment for nearly 30 months. To say that they do not refund for online orders is dishonest business practice when they are aware of a problem.

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

Sincerely,

NY Times tries to make it as hard as possible for customers to cancel their subscription. The company only has ONE 800-number for customers to call in to "cancel their subscription quickly and easily". I called the number multiple times and was placed on hold for 15 minutes each time before I hung up. There isn't even an email that you can reach them at to cancel. Seems like they are trying to make you go through a very frustrating cancellation process so that you either give up or let them continue ripping you off. As I'm still in the process of getting my subscription cancelled, let this be a warning to future customers who are thinking of subscribing to this elitist, polarized and extreme leftist newspaper - do not fall for their 99 cent deals! You will regret it later when you get charged $15 a month for an avalanche of shoddy reporting and thinly-veiled [redacted] propaganda. Go with the [redacted] instead!

Review: I signed up for an introductory offer for the New York times Sunday paper for 8 weeks at the introductory rate of $8.00 for home delivery. The service was supposed to end on Nov. * 2014, with the last sunday paper being deliverd on Sun. Nov. *, 2014. I got a bill from them for $ 8.00 and promptly paid in Sept. -they cashed my check on Sept. ** 2014 and I had a zero balance. I subsequently got another bill from them to continue the service in October for $34.40 and promptly called them to cancel the home delivery-told them I was moving from the area- after going back and forth with the rep. who was trying to get me to renew the subsription- he finally relented and said I could cancel it and there would be no balance due on it. He told me the service would end on Nov. *, 2014

I told him that was fine and I thought that was the end of it until yesterday when I got another bill from them for $66.80 ! I called customer service last night Nov. [redacted]. and told them that I had canncelled the serivce on Oct. [redacted] and that I got the 8 weeks of Sunday papers on the introductory offer and that I had paid for them all and that the balance should be zero. Now

they won't cancel the subscription and insist I owe them the $66.80. I feel I paid for what I got and cancelled the serivce 3 weeks prior to the expiration date -in plenty of time and that

I should not be billed for papers that I did't not receive or sign up for.Desired Settlement: I feel I have paid for the papers that I got- 8 weeks worth on the introductory offer - and should have been able to cancel the service when I did on 10/**/14 in plenty of time before the expiration date- and that I should not owe them anything. I feel this was a deceptive offer and they won't let me cancel the service and I should not have to pay for what I did not sign up or receive.

Business

Response:

New York Times Account#:[redacted]

Please be advised that this complaint was resolved as of 11/**/14. The account was cancelled and balance removed. We have reached out to [redacted] and informed her of the resolution and asked that she 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 and the matter has been resolved.

Sincerely,

Review: I signed up for your introductory offer 7/** for 5.00, not realizing that they would be billing my account $15.00 per month starting 10/**. I find this very misleading as assumed it was a trial offer and would be notified when the offer was up so "I" would determine if I wanted to continue with it. I emailed them with no response. Called their customer service a month ago to resolve a friend's erroneous billing problem and took calling them 4 times for a total of 3 hours!Desired Settlement: I would my credit card credited the monthly billing total of $60.00 and my subscription cancelled

Business

Response:

[redacted]

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

[redacted] Please be advised that this complaint was resolved as of 1/**/15. We reached out to the customer, via email, and explained terms of agreement and non-refundable policy. This information was made available at the time of purchase. The customer was advised that they would be charged the regular rate after the introductory period, and to inform us in a timely manner if they wish to cancel the subscription. Best Regards, [redacted] Customer Care Advocate [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:

[Your Answer Here]

I thought I was signing up for an introductory offer for the New York Times on 7/*/14 for $5.00 thru 9/**. No where during sign up was it indicated or noted that I would be billed $15.00 per month automatically at the end of this period. I erroneously assumed I would be notified at the end of this period to continue with my subscription. I asked them to provide me with evidence that I was aware of this and this is the explanation I received from them:<As stated in the intial email received, it clearly states the renewal included with the current promotion as “That's $0.42 / week for the first 12 weeks ($3.75 / weekthereafter)”. *Since we bill every four weeks, that would result in $15.00 charged per billing cycle after the promotional rate.”I was contacted by the NYTs after filing my complaint with the Revdex.com, stating they would cancel my subscription but would NOT refund the $60.00 I had been billed for. I am not satisfied with this response and feel that this practice of billing is misleading. *THIS IS NOT STATED IN THEIR CONFIRMATION EMAIL. It is apparently something that is assumed. Neither does it specify that your account will be automatically deducted each month!

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] Please be advised that the refund request has been denied. The customer was informed that full rate will take effect after the promotion ends ($3.75 / week thereafter). It is the responsibility of customers to inform us if they are not receiving the service they are paying for, wish to end it, or are paying for services they did not authorized, in a reasonably timely manner. Below is the cancellation policy as outlined in our Terms of Sale. [redacted]

[redacted] -------------------------------------------------------------- Please be advised that we consider this matter closed. As per the non-refundable policy outlined in our terms of agreement at the time of purchase and the below confirmation email sent to the customer, we are unable to issue a refund. We did not received any communication from the customer until the cancellation request on 1/*/15. Since we rendered the service expected of us, we must expect payment for that service. It is the responsibility of customers to inform us if they are not receiving the service they are paying for, wish to end it, or are paying for services they did not authorized, in a reasonably timely manner. --------------------------------------------------------------------------------...⇄ Please be advised that we consider this matter completely resolved as of 1/**/15. Please see below and attachment for a copy of the confirmation email that was sent to the customer that shows the regular rate of $3.75 per week ($3.75 x 4 weeks = $15 per month) will be charged after the 12 week promotion ends. See below in red. --------------------------------------------------------------------------------...⇄ [redacted]

[redacted] Please be advised that this complaint was resolved as of 1/**/15. We reached out to the customer, via email, and explained terms of agreement and non-refundable policy. This information was made available at the time of purchase. The customer was advised that they would be charged the regular rate after the introductory period, and to inform us in a timely manner if they wish to cancel the subscription. Best Regards, [redacted] Customer Care Advocate [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:

My complaint would have been resolved had I received a full refund but I can see that will not happen, unfortunately. I also notice they have spelled out the terms of signing up to receive the NYTs and provided you with all the terms of their cancellation policy. If I had received this same information, I would not have had to contact the Revdex.com. Thank you Revdex.com for enabling the communication between myself and the NYTs.Sincerely,[redacted]

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

Sincerely,

Review: I would like to cancel my subscription with the NY Times. The company only has one way of letting customers cancel, stated below. Note the emphasis on "quickly and easily":

To cancel your subscription quickly and easily, please call Customer Care at ###-###-####

Hours of Operation:

Monday — Friday: 7:30 a.m. ET through 9:00 p.m. ET

Saturday and Sunday: 7:30 a.m. ET through 5:00 p.m. ET

I have called to cancel 4 times so far beginning 1pm today (Sun, 1/**/15), which is within the business hours stated above and have been placed on hold for prolonged periods of time by automated voice machines. I haven't been able to speak to a real live person yet and am getting really frustrated as the 800 number is the only way to cancel for a supposedly reputable news company of this size. It is extremely unreasonable and offensive that they do not even allow customers to self-cancel on their own personal accounts, a rather totalitarian move by these supposedly liberal people. 90% of all other online subscription companies do that, it is the norm and customers have every right to be able to do so without dealing with the Times' rude, unresponsive and arrogant customer service reps. If I have the choice to put my credit card information in your hands and risk that information being misused, I have every right to cancel whenever I want to!! It is really not hard to have this system in place and it is really insulting to your customers that you don't trust them enough to make their own decisions (all the MORE reason for leaving!).

Not only that, the company does not even have an email cancellation system in place. I also think that the NY Times is intentionally making it very hard for customers to cancel by not answering and making it impossible to speak to a real person, presumably to keep them subscribing for months after they haven't been able to reach anyone for hours.

I am tired of playing this waiting game on the phone and sick of NY Times' terrible customer service and unethical business practices. I want my account closed and subscription CANCELLED IMMEDIATELY, with an email confirmation sent to me. I also strongly urge the Revdex.com of Metropolitan New York to admonish and put pressure on this so-called reputable company to change its archaic and unreasonable cancellation policies and allow customers to self-cancel as it is violating my rights as a customer to cancel service whenever I want to as the company does not seem to allow me to.Desired Settlement: IMMEDIATE cancellation of my subscription and closing of my account. I am done with you forever, NY Times!

Business

Response:

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

Please be advised that this complaint was resolved as of 1/**/15. We have cancelled the subscription and informed [redacted]. Best Regards, [redacted]

Review: To Whom it May Concern:The New York Times is illegally withdrawing funds from my bank account. I have contacted them four times to cancel a digital subscription over the past two months. Each time, I was told that it was cancelled, and that there is only one digital subscription attached to my Bank Account. However, for the third month in a row, the New York Times has deducted my subscription cost from my bank account, in the amount of $20.The last time I called, I talked to a supervisor named [redacted], #[redacted], at their collection agency, EGS Iowa, who told me that my subscription was canceled and that The New York Times would be issuing me a refund. She gave me the reference number ###-###-####. This has not happen, and the $20 subscription was deducted from my bank account on 1/*/14. Anette and the New York Times are, therefore, either incompetent or liars.Desired Settlement: I need the money refunded immediately and would like a formal apology from [redacted] and the NY Times for either being stupid or liars.I will be filing a criminal complaint.

Business

Response:

Dear [redacted]

Re: Complaint # [redacted]

Customer Information:

Please be advised that this complaint was resolved as of 1/**/14. We reached out to [redacted]and apologized for the inconvenience and processed a refund for $20.99. We also asked that she 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: This is an advertising and billing issue. On 4/**/2015 I responded to a direct mailing from the New York Times for a 4 week trial to the Sunday NY Times. I thought it was an opportunity to try the paper, without making any long term commitment, since I already get two daily papers, and am shocked by the amount of recycling I generate. I therefore sent a check, not my credit card number to assure I wasn't making any long term commitment. The mailing nowhere made it clear otherwise. I quickly realized that three papers were to much, so when the bill arrived during the trail period. I clearly wrote I was not interested in continuing the trial as a subscription, and returned it immediately in their self addressed mailing envelope. So I was surprised when the the paper continued to arrive. However, I was not shocked since I had issues before with newspapers when I had changed services and the carrier was not notified. After this continued for sometime I called to complain about why I was continuing to receive a newspaper, I did not want, and was not paying for. Their Customer Service Rep claimed I never notified them to cancel. I said I had clearly done that in writing, but she maintained that writing it on their bill didn't constitute notification, and I had agreed to getting the paper until I cancelled it. I find this hard to comprehend that is this day of computer systems that their left hand can't communicate with their right hand. So I have refused to pay their bill of $108.00 on principle, since I feel it was a false come on. I recently got a letter saying they may turn this over to a collection agency. I am not worried about this doing anything to my excellent credit, since I have a long lifetime of paying all my bills in full and on time, when they are legitimate. I do not mind this one to be such, and would really resent any type of continued harassment over their misleading come on and poor business practices regarding their billings department.Desired Settlement: Stop billing me and do not send the bill to a collection agency. It would also be good to clearly state that you are making a commitment not a trial on their mailings to avoid this type of problem in the future. Had it been clearly stated I never would have taken the supposed "trial".

Business

Response:

New York Times Account#: [redacted] Please be advised that this complaint was resolved as of 10/**/15. We have confirmed that the account was cancelled, removed the $108.00 due to reflect a “0” balance and informed [redacted] of 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: My daughter, [redacted], attends [redacted]. In the fall semester (August 2014-December 2015) she took a class that required a temporary subscription at a special education rate. This information was communicated by the professor to all the students.

She stopped receiving the paper the second week of December, but my credit card continued to be billed for January, February and March of 2015. When I discovered the error, I immediately contacted The New York Times who indicated they can only process a two week credit with no exceptions. I spoke to a supervisor that said because I tried to access The New York Times website on 3/** to resolve the issue, the company is under no obligation to further resolve the issue. I explained I only accessed the website to try and resolve the issue, as their records show I contacted a representative that same day. I did not try to access any newspaper content as they are alleging.

This is highly unethical and this company needs to be reported. They say we owe $42 for a paper my daughter has not received since the second week of December 2014.Desired Settlement: I want a $42 credit issued given the nature of the problem.

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### E-mail: [redacted] New York Times Account#: [redacted] Please be advised that this complain was resolved as of 4/**/15. We account was cancelled and balance removed. [redacted] was informed of the resolution by voicemail and email and was asked to contact us directly with any further questions. Best Regards, [redacted] Customer Care Advocate The New York Times § [redacted], [redacted] (T) ###-###-#### § (F) ###-###-#### [redacted]

Review: 1. This is in reference to the terms of settlement for complaint filed against NY Times back in 4/*/14 for improperly charged fees for non-delivered goods and services, Case # [redacted].

2. On 5/*/14 NYT "issued a full refund in the amount of $120.50 on the duplicate account ([redacted]) and removed any outstanding balance.

At time of settlement it was agreed that the payment of $163.39 to the original account would be made AFTER I received confirmation that all erroneous charges filed to my credit card without my permission were taken care of on the duplicated account.

3. On 5/**/14 [redacted] demanded payment of $163.

4. On 5/**/14 I rejected the offer of 5/*/14 by the New York Times customer care based, among other reasons, that New York Times had sent my account to collections WHILE THERE WAS A PENDING MATTER AGAINST THEM.

3. I fulfilled my portion of the settlement and sent my payment for $163.39 in the form of Check #[redacted] on 6/**/14.

4. Even though the Times cashed my check on 6/**/14 they continue to claim that they never received the check. According to them, "Since the amounts disputed on the original account have not been paid, this resulted in the collection notice". It appears that this may have permanently hurt my credit and remedies are in order.Desired Settlement: 1. Letter of Apology to [redacted], apologizing for mistake;

2. Communications by NYT with the Collections Company :

[redacted].

###-###-#### [redacted] acct [redacted]

advising their subsidiary Collections Company of the erroneous information.

3. Reimbursement for Credit Reports through [redacted], Three in One Credit Report

$29.95 in the form of a check made out to [redacted].

4. Whatever other remedies may be needed to correct any negative information on my credit reports brought about by the Times mistake.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Times Account#: [redacted] and [redacted]

Please be advised that we consider this complaint completely resolved as of 9/**/14. We have issued a full refund in the amount of $120.50 on the duplicate account ([redacted]) and removed any outstanding balance. While processing the refund and write-off, another payment for $163.39 was received and applied to the duplicate account. This amount was ultimately refund back to the customer, leaving a balance due of $163.39 for services rendered on account [redacted]. Since we do no report to credit agencies, [redacted]’s credit was not affected. However, as a courtesy, we will remove an additional $29.95 from the $163.39, leaving a balance due of $133.44. We have reached out to [redacted], via phone and email, apologizing for the inconvenience and informed him of the resolution, and 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 have determined that my complaint has NOT been resolved because:

1. NY Times acknowledged receipt of my check for $163.39. It also acknowledges it refunded that amount to me; however, my records do not show receipt of same. At this time I am requesting that they provide proof of same.

2. Since [redacted] complied with the terms of the previous settlement it is imperative the Times issue a Letter of Apology to [redacted] either via email or to my address. This is imperative.

3. NY Times must share extent of communications with [redacted]. (Collections Company), indicating who was letter sent to, whether they have been advised that [redacted] already complied with the terms of settlement. This is imperative.

4. I appreciate the Times' offer to credit me for reimbursement costs for a Credit Reports through [redacted], Three in One Credit, currently standing at $29.95.

5. FINALLY, the Times reneged on my written request to stop all collection practices during the inquiry/settlement period ending in June. [redacted] paid for outstanding amount, that was not sufficient. [redacted] is requesting that the Times put this matter to rest, it is not obvious to me that I owe this money as I already sent a payment of $163.39. The Times failed to deliver on goods and services for a period of approx. 8 months and therefore inappropriately charged my credit card for non-delivered goods and services. In my eyes this amounts to fraud.

6. I have contacted the NY Attorney General regarding fact that the NY Times only credited my account with two [redacted] auto payment cycles, not the entire refund. [redacted] has submitted a written complaint and request for investigation from the NY State Attorney General.

7. At this time I am requesting at minimum a 10 days period of time to allow the Times to issue proof of refund and at the same time for the NY State Attorney General to respond to my complaint.

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

Sincerely,

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:

Based on the actions of the New York Times in mishandling my payment once again, I made a decision to have the State Attorney General examine my case. I filed a complaint against the New York Times with the NY State Attorney General for the amounts owed to me by the New York Times for unauthorized charges to my credit card regarding the duplicate account.

I understand the New York Times feels that $121 credit to my account for two single billing periods is more than sufficient settlement, but it is not to me. I feel the new outstanding $163.39 amount is more than offset by the amounts owed me by the NYT on the second duplicate account that I was charged without my consent.

I contacted his office this morning and was told that someone will be assigned to my case in the next two weeks. Please advise the New York Times that they must allow me the benefit of having a new set of ears hear my case.

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:

New York Times Account#: [redacted] and [redacted]

Please be advised that we consider this complaint completely resolved. In addition to issuing a full refund of $120.50 for the duplicate account ([redacted]) an removing any amount due to reflect a “0” balance, we have also apologized profusely to the customer and credited an additional $29.95 to the original account ([redacted]), as a courtesy.

There is now an outstanding balance of $133.44 for services rendered on account#[redacted].

Best Regards,

I signed up for a free 3 month trial of their digital subscription on June [redacted]. I cancelled the subscription ahead of time on September [redacted] just to be sure it was taken care of in time and I wouldn't be charged for a fourth month. They replied that it had been cancelled.

However, the very next day, they charged my account for an additional month regardless.

The Revdex.com's website will not load the page to file a complaint against them as it will load to file a complaint against any other business that is listed in the search results for "New York Times." I don't know if their is some special arrangement the two groups have so that it is impossible to file a complaint against The New York Times, or if it is just a glitch with the bureau's website. I don't want to accuse them of some sort of conspiracy if it is just a website glitch. So this is the closest option available right now, to just post a negative review, and hope someone at the Revdex.com sees this and is able to help get my stolen money returned.

Review: I ordered delivery for fri/sat/sun. I received paper fri only. I never received paper sat or sun despite 3 phone calls to local distribution office. I called NY Times monday and cancelled service on the phone with customer service agent. A few days later I was charged $25 on my credit card. I never received a credit from NY Times so I filed a dispute with my credit card company and they issued $25 credit. NY Times continues to send invoices to me for $25 so I called customer service and spoke with a manager. He explains that NY Times issued a credit of $24.10 to my credit card company and then my credit card company took another $25 from NY Times. I called my credit card company and they said this isn't accurate. There has been no credit issued by NY Times of $24.10. Ny Times has on my account that THEY cancelled my account due to bad debt. I have no bad debt ever! and now am forced to pay $25 to NY Times for service I never received just to get" bad debt" off my record. plus Ive spent a total of 60 minutes on phone because of this.Desired Settlement: NY Times has on my account that they cancelled account due to bad debt and they continue to charge me $25. I want corrections to my account- I cancelled this account with NY Times due to bad service. And I want no further invoices for a service they said they would provide and never did. If I woe them for 1 days paper ( fri) then fine. I canopy them that amount of 0.90 cents.

Business

Response:

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

[redacted] Daytime Phone: [redacted] E-mail: [redacted] New York Times Account: [redacted] Please be advised that this complaint was resolved as of 11/**/15. We have processed a $25 refund, informed [redacted] of the resolution and asked that she 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here] As of today, 11/**/15 @ 1:54pm EST there has been no credit by the NY Times, nor any pending credit by NY Times showing on my credit card transactions when checked today online. Per my NY Times invoice checked today online, they do show a credit of $24.10 on 11/*/15 that has still never appeared on my credit card and they show again a credit of $25 issued to me on 11/**/15, again never appearing on my credit card. So their invoice shows they issued credits, but they didn't put it through to my credit card so actually there has been no credit issued.

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] Daytime Phone: [redacted] E-mail: [redacted] New York Times Account: [redacted] We were unable to issue the refund back to the credit card, so a manual check for $25 was sent on 12/*/15. We have reached out to [redacted] and explained the situation and asked that she contact us if it is not received within the next couple of weeks.

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 subscriber to the New York Times .When I moved to Florida this past December I asked service to be relocated for three months. I never received the paper. I called and spoke to various people regarding this matter. I finally told them to cancel my account. I was told they would. I am still getting bills from The New YORK TImes and am being threatened with collection activity. I have spent with no exaggeration about 2 hour plus trying to settle this matter with no success. The last bill I received was for $12.11. I owe 0 nothing !Desired Settlement: I do not want to get another bill from this company.T hey are truly mismanaged or are dishonest ,trying to get any money they can!

Business

Response:

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

[redacted] New York Times Account#: [redacted] Please be advised that this complain was resolved as of 5/*/15. We have removed the amount due to reflect a “0” balance and informed [redacted] of the resolution, via voicemail and email.

Review: New York Times Digital is charging me $15 monthly billed to my debit card. I have tried multiple times over the last YEAR to cancel this service and they claim they are not charring me anymore and can't find the charge. I have wasted HOURS on the phone trying to correct this. I have read them the information that comes through on my bank statement each month to no avail. It says this:

CHECKCARD [redacted] NEW YORK TIMES DIGITAL ###-###-#### NYDesired Settlement: I would like them to STOP billing my debit card and to refund the $15/month they have been charging since I first discovered this charge one year ago - that is $180.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

Please be advised that we consider this matter resolved as of 5/**/14. We are unable to locate and account in our system and have made several attempts to reach [redacted] for more information, via phone and email, but haven’t heard back from here as of yet.

Best Regards,