The New York Times Company

Review: I emailed the NYT on 4/** to cancel by subscription (#[redacted]). I received an email back stating they would contact me to cancel. I never received a letter, email, or call confirming my cancellation and they continued to send me the subscription. They said they called my phone number and no one answered, but I checked my online account and my cell phone is attached to the payment info so they had all of the info they needed to contact me and leave me a message.

I called on 5/** and was told they could not close my account until 5/** and that they could not adjust the charges since 4/** even though I tried to cancel the account.

I feel this non-response was an intentional effort to keep billing for a service that was no longer wanted as they did not make an reasonable effort to contact me.Desired Settlement: I would like all charges on my account past 4/** to be reversed out as they were for a service not wanted.

Business

Response:

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

[redacted] New York Times Account# - [redacted] Please be advised that this complaint was resolved as of 5/**/15. We have cancelled the account as of 4/**/15 and credited the account accordingly. [redacted] was contacted and informed of the resolution and asked to contact us directly with any further questions. Best Regards, [redacted] The New York Times [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: My daily subscription to the paper expired on or about 11/*/14. I had called the New York Times 800 number a couple weeks before such date. I indicated I wanted to cancel the paper as the current subcription I had at that time was 50% off the cover price and I was unwilling to pay full price. The New York Times representative offered to extend my subscription for 6 months from November *, 2014 at a price of 50% off the cover price. I agreed. I charge the cost of the paper to my credit card. I just received my credit card bill and was charged 100% of the cover price not the 50% of the cover price that I had agreed on with the New York Times. As soon as I send this I will dispute this charge on my credit card.Desired Settlement: That the New York Times comply with the contract I entered into with it for 6 months off the cover price beginning November * 2014. That the New York Times reverse the current charge to my credit card for a month at 100% of the purchase price and charge my card for 50% of the cover price for such month and each month thereafter to the end of said 6 month subscription period. If it refuses to do same I want to immediately cancel my subscription to the New York Times.

Business

Response:

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

[redacted] New York Times Account#: [redacted] Please be advised that this complaint was resolved as of 11/**/14. We have confirmed that both the promotion and billing are accurate in our system and reached out to [redacted], via phone and email, but hasn’t hear back from him. The customer has our contact information to reach out to 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:

I'm an attorney and interpret contracts all day for a living. I have no idea what the New York Times response is. They have agreed to do what I asked them to do? They have not agreed what I asked them to do? Legally this is called not responding to the question. To my knowledge I have heard nothing from NY Times. I can be reached at ###-###-####. I also disputed the part of my bill that exceeded what I had agreed to pay in regard to the charge by NY Times to my credit card. Thanks.

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

Sincerely,

Business

Response:

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

[redacted] New York Times Account#: [redacted] Please be advised that this complaint was resolved as of 12/*/14. The account was credited for $31.51. We contacted [redacted] and he is satisfied with the resolution.

Review: I cancelled my subscription and went on to my bank account a week later to find that they had charged me anyway, so I called them to get a refund and was told that they don't give them. I asked if they would then give me the subscription back for the time I paid for and was told they don't do that either. I asked to talk to a supervisor and was told after holding for 5 minutes that they were to busy to talk to me and they would get back to me later. I told the girl I would be at school for the rest of the day and wouldn't be home until after midnight their time. She then said that they would call me back tomorrow. I said I would like to get this resolved now not tomorrow. She then put me on old for over 15 minutes so I hung up and called my bank to cancel the transaction.Desired Settlement: I would like my money back at this point and not have anymore dealings with this company.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

Please be advised that we consider this complaint resolved as of 12/**/13. We called [redacted] and left a voicemail message letting her know that the $7.50 refund was processed and to 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 have contacted the customer support numerous times by emailing customer [redacted] and through their "contact us" link on their webpage. I first requested to cancel their service called "Times Premier" but received no response. I was later billed for this service even before the supposed 30 days free was up. I then attempted to cancel my NyTimes account altogether but customer support did not respond to this request either. I have attempted contacting them 4 times with no response. I am unable to close my account because they do not respond to my emails or through customer support link through their website. I am unable to call them because I am outside of the country.

Also, I originally tried to cancel their service called "Times Premier" because they would not honor their email offers of 8 weeks free. If you clicked on the link that they emailed you, it would only let you sign up for 4 weeks free. I attempted contacting them about this but received no response. So I then decided to cancel the service, but again received no response. I am completely fed up with this company. They have not answered a single email I have sent and will not close my account.Desired Settlement: I want a refund for the $4 and change charged for Times Premier which I tried to cancel. I also want my NYT account closed. My NYT account is registered under the email: [redacted]

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 6/**/14. We have cancelled the account and issued a refund in the amount of $4.29. An email was sent to [redacted] apologizing for the inconvenience and informed him of the resolution.

Best Regards,

Review: The NY Times Company has not credited my $15 that it owes me. I have contacted it twice to no avail.

Background

I started my subscription, to the digital version of the NY Times, on March **, 2015. This subscription was for 12 weeks, through June **, 2015, at a special rate. I cancelled my subscription on June **, 2015 (see email below).

The NY Times Company charged my credit credit on June ** for $15. I called the company on June ** to ask for the refund. I was told the company would process my refund within 10 business days. 10 business days expired today. The company has not refunded my $15.

I hope you can persuade the NY Times Company to credit/refund my $15 at soon as possible.

Sincerely,

The New York Times

This email confirms the cancellation of your New York Times subscription.

Subscription Type: NYTimes: Web + Smartphone App

Order Date: 2015-03-**

Cancel Date: 2015-06-**

Email Address: [redacted]

We're sorry to see you go and hope we may be able to serve you again in the future. We would greatly appreciate hearing your feedback regarding your experience as a subscriber.

Would you take a moment to fill out a short survey?

This email was auto generated. Please do not respond.

If you have any questions about your subscription, please send an email to [redacted] or call Customer Care at

###-###-####.

© 2015 The New York Times Company | [redacted]

[Privacy Policy] | [Access or update your subscription account]Desired Settlement: I would appreciate it if the NY Times Company refunds/credit my credit card as soon as possible.

Business

Response:

From: [redacted] [mailto:[redacted]] Sent: Wednesday, July **, 2015 1:31 PM To: Complaints Subject: RE: You have a new message from the New York Revdex.com complaint #[redacted] - [redacted] Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### E-mail: [redacted] Please be advised that this complaint was resolved as of 7/*/15. We have processed the $15 refund and informed [redacted] of the resolution. Best Regards, [redacted] Customer Care Advocate 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 not yet satisfactory to me, It will be satisfactory when I actually see the credit/refund to my credit card. Previously on July **, 2015, The NY Times Company told, via phone, that it was crediting/refunding my credit card within 3 to 7 business days. Well, these business days have long since past and I did not see the credit/refund to my credit card. Hence, this time around I choose to see the credit/refund to my credit card before I will say that this matter is resolved.

Sincerely,

Review: The New York Times is intentionally making cancellation of home delivery service difficult. Customers can sign up online, edit all account details online, add services online, but can not cancel service without calling the New York Times. The account services line telephone number is difficult to find and has limited hours, again making cancelling the account cumbersome. I sent a notice to cancel my subscription through the online "contact us" section of the NY Times Website. I suspect this is probably not going to result in my account being cancelled.Desired Settlement: I would like my account cancelled. I don't want to spend any more of my valuable time trying to make that happen.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Times Account#:[redacted]

Please be advised that this complaint was resolved as of 11/**/14. We have contacted [redacted] and assisted with the cancellation and asked that he reach out to us directly with any further questions.

Best Regards,

Customer Care Advocate

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 called and cancelled service back in November 2015. I blocked further communication. Today I realised that they have been continuing to bill. They have record of me calling in November, but had not documented or acted on it. Today they agreed to resolve the issue partially, saying they can't go back that far. I find their actions unacceptable and by failing to cancelled in the first place -- fraudulent.Desired Settlement: Full refund and review of their phone cancellation procedures.

Business

Response:

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

[redacted] Please be advised that this complaint was resolved as of 3/*/16. We have processed a refund for $30 back to the credit card on file and informed the customer of the resolution. Best Regards, Oswald R[redacted] Customer Care Advocate [redacted]

Review: My digital subscription is due to expire on 10/**. I called the company today and was told that they were unable to cancel my subscription because it has not expired yet. My subscription is auto-renewal and so I called well in advance of the expiration date because I do not want to renew and do not want any additional charges to my credit card. The company stated that I am not able to cancel my subscription until it expires and that there is no way to avoid my credit card being charged on Oct [redacted]. Company stated that I would have to call back on 10/** and could cancel my account at that time. However, my credit card will be charged and I would have to ask for a refund.

This is not in agreement with the terms of sale, which state that "You can change or cancel your digital subscription at any time by calling Customer

Care at ###-###-####." I spoke with a representative and his [redacted], both of whom refused to cancel my subscription and said I would have to call back when it expires.

I would never have agreed to subscribe under these term. Had I known that (1) I am not allowed to cancel my subscription (2) I am not able to avoid renewing my subscription, and (3) I am not able to avoid further charges for which I have not contracted or authorized, I never would have subscribed.Desired Settlement: Do not charge my credit card any further. Please cancel my subscription. Please do not renew my 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: I would like to cancel my subscription. I called New York Times customer service one month ago to cancel. However, I continue to receive notices about my subscription, and I am still able to log in to my account which still contains credit card information. I emailed customer service asking to cancel but received no response. Please note: the date of my call to NYT entered on the next page as 11/**/2015 is approximate. I could request my own telephone records to determine the exact date if necessary. I did not keep a record of the date because I did not anticipate that this process would be a problem.Desired Settlement: Cancel my subscription and delete the credit card information.

Business

Response:

Please be advised that this complaint was resolved as of 12/**/15. We have confirmed that the account was cancelled and no amount is due. The customer was informed of the resolution and asked to contact us directly with any further questions. Best Regards, Oswald R[redacted] Customer Care Advocate [redacted] (T) ###-###-#### § (F) ###-###-#### [redacted]

Review: I ordered delivery to a health facility in San Diego in October 2014, where my father was staying.

After a few days he left the facility so I called to cancel service. On 10/**/14 at 1:49 PM, I spoke with [redacted], employee #51658, who confirmed service was cancelled and remaining charges refunded to my [redacted].

Three months later, I found that none of those things had happened. NYT had continued to charge my [redacted] monthly for a total of $110. I disputed the charges in Dec, Jan and Feb but was not able to remove the original charge of $36.50 on 11/*/14

Spoke today with two [redacted]. Neither showed the slightest interest in my problem, and even denied having received a call on the date and time stated. Other than recirding the call, I see no way to protect myself from crooked tactics like this.Desired Settlement: All charges refunded.

An explanation and apology.

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 2/**/15. Although there was no request to cancel the subscription prior to 2/**/15 and the customer disputed the payments with his credit card company, we went ahead and remove the $119.23 amount due to reflect a “0” balance, as a courtesy. A voicemail message was left for [redacted] explaining the resolution and to contact us directly with any further questions. Best Regards, [redacted]

Review: Beginning in early January, we have not received our New York Times. We have called daily to report the missing paper and we have called the customer service number several ties to report the non-delivery, yet the problem has persisted. At one point, we even canceled our subscription and restarted it, again to no effect.Desired Settlement: We simply want our newspaper!

Business

Response:

Re: Complaint # [redacted]

Customer Information:

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

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

E-mail: [redacted]

New York Times Acct#: [redacted]

Please be advised that this matter resolved as of 2/**/14. The delivery service was advised to monitor the delivery moving forward. [redacted]was contacted and informed of the steps taken to resolve the matter and her account was credited from the start date of 2/**/14.

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 received a bill($45.40) for NY Times issues I have already paid for. I have called the NY Times 4 times. Each time I have received assurance that the charge was wrong and it would be removed from my account. I have a recording of one of the calls. I have 2 confirmation numbers guaranteeing that I would see the charge removed. I have gone up to the level of supervisor and again received assurance that the amount would be moved. This began in early February. Nothing has been done. I spend long periods of time on hold every time I call and would like this issue resolved as soon as possible.Desired Settlement: Remove the charge from my account $45.40.

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.Athena in the executive customer service department of the NY Times has assured me that I will not owe any additional funds for the duration of my subscription (until July *). I am accepting her assurance of this fact.

Sincerely,

Review: I subscribed to the New York Times home delivery on Sundays only for 3 months at $19.53 a month beginning in August of 2015. I received the paper for 12 weeks and 3 billing cycles that were charged to my bank. On the fourth billing cycle from Nov * to Nov **, I was charged $39.06 and the charge was auto charged to my credit card. I was not aware that I had subscribed to a promotional offer that was for 12 weeks only, so I called immediately after receiving invoice on Nov 3 and cancelled my subscription. I was to receive a credit on my account for the $39.06 charge and was assured by customer service rep, Carrie, that my paper was cancelled immediately and the credit for $39.06 would appear within the week. On Nov *, I called again as I had not received my credit and they delivered another paper that I did not want and had asked them to cancel. I was assured again by customer service rep, Skylar, that this was in error and I was given 2 cancel confirmation numbers, one for Nov *-Nov** #[redacted] and one for retroactive Nov *-* #[redacted]. As of Nov **, 2015 no credit was issued to my bank by NYT. I disputed the charge with my bank and they credited my account and put a disallow on my account for further charges.

Since then, I have been repeatedly billed for the month that I did not receive and that I had cancelled. I have called several times to ask that this be resolved and have been met with an unbelievable rudeness and unwillingness to understand the simple act of my cancelling my subscription and asking for a credit for the month billed prior to the delivery of the NYT product. I have written a letter to the credit department explaining ALL and enclosing cancel numbers and emails sent back and forth asking that this be resolved and this charge to be understood that I DO NOT OWE!

Today I received a collection letter from a collection department ([redacted]) regarding what they say is an outstanding balance of $39.06. I did not receive the NYT paper for the month of Nov * - Nov **. I cancelled on Nov *. Their invoice was for a prepaid month through Nov **.

I DO NOT OWE THIS AND HAVE TRIED EVERYTHING POSSIBLE TO RESOLVE THIS PROBLEM.Desired Settlement: I want this matter resolved and understood that the $39.06 that they are billing me for now is for a month that had been cancelled prior to delivery of product. Because of the inefficiency of the billling department, my cancel was never processed and it made it necessary for me to dispute this charge with my bank. This $39.06 that you have sent to collection is not owed NYT by myself or by my bank. PLEASE RESOLVE AND ADJUST YOUR BILLING RECORDS TO REFLECT A BALANCE OF $0.00 OWED.

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 didn't receive my home delivery from the NYTimes for the first three months of 2015 (January through March). I called and emailed the customer service department probably 15-20 times and they said they were working on the problem but it was NEVER resolved. I spoke to managers and to the executive customer service personnel and no one seemed to be able to fix the issue or care about it as well. I had already prepaid for three months delivery service via my [redacted] card so I called [redacted] and told them I was disputing the charge. They reversed the charge and the next bill I got from the New York Times simply had a charge to my account for the reversed payment that simply said "Payment Declined". I then called the NYTimes AGAIN to tell them that I disputed the charge due to non-delivery and wanted credits for the 13 weeks of no delivery. They could or would not seem to understand that I would not pay them for a service that they hand not rendered and I had not received. There is NO ONE competent there and no way to get someone from NYTimes corporate involved. They are the most inefficient and worst customer service departments I have ever dealt with. They stonewall any request to speak to someone at a higher level and you cannot reach anyone who is responsible for billing at their corporate offices. They do this to frustrate their customers so they give up. Their billing practices are unethical.

As it stands today, they owe me $35.00 of credits on the account to make up for the fact that they never fully credited me. Currently, they claim I owe them $54.00, but I will not pay until I am fully credited for the $35.00 that they still owe me and until they acknowledge that they didn't provide the service which I prepaid.Desired Settlement: I want a credit of $35.00 to make me whole for the complete 13 weeks that I never received my newspaper and I want the contact information for the person who is ultimately in charge of Home Delivery.

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 complaint was resolved as of 7/**/15. We have credited the account $35 and informed [redacted] of the resolution, and asked that she contact us directly with any further questions. Best Regards, Oswald R[redacted] Customer Care Advocate The New York Times § [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 but I have not yet received the $35.00 credit to my account and there was no indication of when it would happen.In addition, after making many attempts by phone and via email to resolve my issue with the New York Times and getting nowhere, I left more than two voicemails on Mr. Oswald R[redacted]'s phone but not once did he think it important to return my phone calls. I reiterate my previous statement that the company has no desire to hear from its customers regarding delivery issues and makes no attempt to have a customer service that can handle anything other than the random missed or wet paper. Anything that requires them to deal with the depot that manages the drivers is completely above their ability.Regards,

Review: On 12/**/14, a friend and I tried to request a gift subscription on the NY Times website. Because the site did not provide a confirmation that the subscription was successfully ordered, in error we ordered 3 subscriptions t $65.00 each. Once I checked my credit card and determined that the 3 changes were listed, I immediately called NY Times explained the error and requested that the 3 charges be reversed. I was on the phone with a Customer Service "supervisor" for 45 minutes to explain the problem and have the error corrected. After providing all the information including name, address, email address and phone information, I was assured that the error would be corrected as soon as their system was operational, and that an email on the correction would be sent. To date, neither my friend nor I have received email confirmation on the correction. In addition to the call on 12/**/14, I also called on 12/**/14 to confirm the error would be corrected when I saw the 3 individual $65.00 changes pending for payment on my credit card. I was again assured that the changes would be reversed - I requested email or other confirmation that my request would be honored, and was told their system would allow them to send any email confirmation on changes. On 12/**/14, I checked my account again, and noted that 3 changes of $65 had been processed, and total payment of $195.00 was taken by the NY Times from my credit card account. These charges were made despite assurances by NY Times Customer Service that the error would be corrected.

I am very disappointed in this company. The website for gift subscription is poorly designed, and their Customer Service is deficient and does not follow-up and correct issues reported to them.Desired Settlement: Based on other compaints on the NYT that I see on this site, the issues reported above are not "new" issues and many other complaints have been made that are similar to mine. The NYT apparently care so little for their readers, that they have made no efforts to improve. I would like to see the following:

- Improve gift subscription website to show a confirmation when a transaction is successfully processed.

- When complaints are made to Customer Service, a follow-up email of the complaint should be sent, and then send a follow-up email when it is resolved. This would ensure that issues are actually worked on and resolved.

Business

Response:

Please be advised that this complaint was completely resolved as of 1/*/15. We reached out to [redacted] and processed the refunds and informed her of the gift redemption process. The customer was 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 appreciate your assistance in resolving this issue.

Sincerely,

Review: I was charged twice each month from May 2014 to November 2015, when I finally had to get my credit card to stop payment. Although I didn't realize for quite a long time that I was being charged twice, when I tried to correct it last June, nothing happened and I continued being charged twice. My credit card was able to get some months refunded but not the entire amount. I would either like that refunded or a free years subscription.Desired Settlement: One year free subscription or remaining of the $270.00 overcharged for digital subscription.

Business

Response:

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

[redacted] Please be advised that this complaint was resolved as of 12/**/15. We have confirmed that the customer was charged a total of $176.25 for the duplicate subscription for [redacted]. And since she already disputed $75 on this subscription and $60 on the [redacted] subscription, through her credit card company, we went ahead and processed an additional $41.25 refund to complete the duplicate charges. [redacted] was informed of the resolution by email and voicemail message. She was also asked to contact directly with any further questions. 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:Actually, I really appreciate the attempts to resolve this but it's true my credit card company did intervene to get a partial refund after my emails and calls to the New York Times were ignored. However the NYT times told me I had been getting duplicate charges from May 2014 to November 2015 which according to my calculations would be an over-payment of $220.00 rather than the lesser amount the NYTs reported. Thank you for looking into this again. I would love to have this settled. I am looking forward to becoming a NYT subscriber again. I have absolutely no problem with the product itself. Sincerely,[redacted]

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

Sincerely,

Review: NY Times offered 4 weeks of Saturday and Sunday home delivery free and after we canceled they are charging us $34.40Desired Settlement: Cancel the charges.

Business

Response:

[redacted]

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 9/**/14. The account was cancelled and we are in the process of refunding the last payment of $34.40 back to the customer. [redacted] was informed of the resolution by phone and email, and was asked to 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 had purchased a 6 month subscription for my girlfriend. Prior to the end of the 6 months, I received an e-mail from the New York Times to continue my subscription. I called them and cancelled my service and was told that it has been cancelled and I shouldn't be charged. I also did not sign up for recurring payments at any point. The next day there is a $315 charge to my credit card for the next 6 months. When I noticed the charge on June **, I called and asked to be reimbursed. They informed me it would take 2-3 weeks.

A month later, on July [redacted], I called again because I had yet to be reimbursed. They said that they had cancelled my service on June ** (which had actually been cancelled on the [redacted]) but had incorrectly put in the reimbursement amount. They said that it was now correct and would be sent to billing and to call on Thursday, the [redacted], to confirm. I called on the [redacted] to get an update of the status and they said that they are still waiting to hear back from billing. I was told that billing should accept the reimbursement in the next 5 business days and it will take an additional 7-10 business days to be reimbursed.

Based on this information, the earliest I would be reimbursed would be August [redacted], which is 2 days shy of 2 months after I was billing for a service that I did not request in the first place. They also informed me that there is no way for me to receive confirmation that the reimbursement has been processed until I see it in my account statement. This means that if it does not go through by early August I could be going through the entire process once again.Desired Settlement: I would like my refund immediately plus interest.

Business

Response:

[redacted]

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 7/**/14. The refund was already processed to go back to the credit card on file. We contacted [redacted] to let him know how quickly he will be able to see the refund and to 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 am outraged! This company I am sure is out to steal money through fraudulent billing schemes. I am so tired of the New York Times messing up my account and double billing my credit card and not making proper corrections to my account! Because their website subscription is a mess, when I tried to sign up, there was no confirmation. I tried again to sign up with their website AND WAS ACTIVATED FOR TWO ACCOUNTS INSTEAD OF ONE and BILLED FOR TWO. I had to spend an hour between fruitless emails and phone calls to customer service to have the accounts corrected and billing charges to my credit card removed. I then asked for the auto pay feature to be removed and was assured by customer service that it was immediately. However, I discovered that I had again been billed double and the auto pay was NOT removed, even though customer service had sworn she did. I hadn't been notified of the switch to auto pay in the first place, since I requested manual payment. Then I wasn't notified when the promotion had ceased and the price of the subscription had doubled. Again I called customer service to complain and have auto pay removed and the doubled price corrected since I hadn't been notified of the ending promotional.

I made another call on [redacted] of march to correct the double price was told would stop auto which was my

third contact phone to have double charge removed and verify removal of auto bill. There was no verification of either. I was not informed by company of any of the above actions and have spent hours with cust service to correct. The quality of this company leaves much to be desiredDesired Settlement: $72 reimbursement and remove auto pay with verification

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: [redacted] New York Times Account# - [redacted] & [redacted] Please be advised that this complaint was resolved as of 4/*/15. We have confirmed the duplicate account ([redacted]) was stopped and a full refund of $35.83 is being issued back to the [redacted] Card on file. We have also credited the active account ([redacted]) $31.53, add a promotion and removed the credit card from auto pay. [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]

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:

according to YOUR records online this account is still set up for automatic payments. for nearly a month i've been trying to change this setting to manual, and have been it has been changed to manual.the reason for this change is that your company takes money without notifying the customer of changes in the account, does not make refunds in-kind, and wastes customer time chasing down and trying to correct these mistakes. in short, it's lie after lie after lie.this is going on for nearly a month now, in the wake of a similar mixup when we got started that took nearly as long. you get paid to deal with this [redacted], but I do not, and the wasted time is costing me a lot of money, as I am self-employed.you have lie to the Revdex.com and to me, seemingly, with impunity.I don't have time to chase down and read the back and forth emails and manifestos you people write. I look online, check my account (after navigating through your maze of ambiguous links, and pay my bill if I can find a payment link). do you want this plastered on social media? written up and sent to major media outlets and truly legitimate consumer watchdog agencies? perhaps organizes and presented to the justice department as a conspiracy to defraud and steal money. if i'm going to spend more time on this nonsense i'm going to spend it impactfullly.the balance on the invoice due may * is correct, but i'm still showing automatic payment info online.please advise.[redacted] and [redacted]copied from your Website, April **, 2015Tuesday, April **, 2015My Home DeliveryMY HOME DELIVERY > EDIT MY ACCOUNT INFORMATION > MANAGE AUTOMATIC PAYMENTS Manage Automatic Payments The subscription below is currently enrolled for Automatic Payments.Icon AUTOMATIC PAYMENT WITH CREDIT CARDThe subscription below is currently enrolled for Automatic Payments.Account Type [redacted]Account Number [redacted]

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

Sincerely,

Business

Response:

Re: Complaint # [redacted]Customer Information: [redacted] , [redacted]Daytime Phone: ###-###-####Evening Phone: ###-###-####E-mail: [redacted]New York Times Account# - [redacted] & [redacted] We can confirm that the account is now set up to receive hard copy invoices as of 3/**/15. As a precaution, we have removed the credit card information from our system and reached back out to [redacted], via voicemail and email, informing her of the resolution.--------------------------------------------------------------Please be advised that this complaint was resolved as of 4/*/15. We have confirmed the duplicate account ([redacted]) was stopped and a full refund of $35.83 is being issued back to the [redacted] Card on file. We have also credited the active account ([redacted]) $31.53, add a promotion and removed the credit card from auto pay. [redacted] was informed of the resolution by voicemail and email and was asked to contact us directly with any further questions.

Review: I purchased a 12 week home delivery gift subscription on 12/**/2013 as a Christmas gift. I paid for this gift subscription via a credit card. The gift subscription was advertised as a 12 week subscription so I thought it was a 12 week subscription. On my March statement I see a charge of $154.58 for a subscription renewal. I never requested a renewal nor was the gift subscription identified as a renewing gift. I called the New York Times at [redacted] and was offered a partial refund of the $154.58 charge. I asked to speak to a [redacted] and waited quite a while. Once the [redacted] answered she claimed she could not hear me (the first service person could hear me fine) and hung up. Here is an excerpt from the confirmation email which the New York Times sent me on 12/**/2013:

We are very pleased to welcome you as a new subscriber. Your home delivery account number and related information are listed below.

Name:[redacted] Account Number:[redacted]Subscription Type:HD FRI-SUN

Subscription Length:12 Weeks

Start Date:12/**/2013

Delivery Address:[redacted]Desired Settlement: A full refund of the $158.58 charge made on 3/**/2014 to my credit card.

Business

Response:

Re: Complaint # [redacted]

Customer Information:

Please be advised that this complaint was resolved as of 4/[redacted]/14. The account was stopped and a refund from 3/**/14 processed back to the credit card on file. An email was send and voicemail message left for [redacted] informing him of the resolution and to 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:

[Your Answer Here]

The New York Times charged my credit card $154.58 on March[redacted]. I received a voice mail message from "[redacted]" on April [redacted] apologizing for the unwanted automatic renewal. [redacted] further told me the amount would be "retro-credited" to back to my credit card (as did the written response here). On April [redacted]the New York Times retro-credited my credit card in the amount of $152.74. My complaint has NOT been resolved because: I was not credited for the full amount which I was charged.

FYI - While this is NOT part of my complaint it might be helpful for the New York Times to understand the following: An email was sent to me from the New York Times informing me of an account statement. Viewing this statement requires access to the subscription account. Since this subscription was a gift and access to the subscription account is required in order to access the New York Times online, the account rightfully belongs to the gift recipient and not myself (so that the recipient is able to access the New York Times online). Since I preferred NOT to involve the gift recipient with this dispute I do NOT have access to the subscription account or the account statements.

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 this complaint was fully resolved as of 5/**/14. We have processed an additional refund for $1.84, binging the total refund to $154.58 and left [redacted] a voicemail message with the resolution.

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,