The New York Times Company

Review: on Feb [redacted] 2014, an 8-week promotion was to begin - $2 per week for 8 weeks. During that time, I called to plan my sbscription future after 8 weeks, and was offered a promotion at 50% off for 26 weeks. but instead I was charged for three times that amount. I called to get a refund and its been two weeks - no refund. The original promotion ended a month early and every time I call customer service, I receive false promises, I am transferred only to be hung up on, and no one so much as apologizes. I am shocked that such a large company can get away with such terrible customer service.Desired Settlement: 1-to refund the $67.60 that I was wrongfully charged

2- to continue 7 day delivery promotion through the end of Mar 2014 plus the two weeks that I missed

3- to begin the new subscription, 50% off for 26 weeks when the promotion ends

Business

Response:

Dear [redacted]

Re: Complaint [redacted]

Customer Information:

New York Times Acct#: [redacted]

Please be advised that this complaint was resolved as of 3/*/14. We have contacted [redacted] and informed her that the promotion will be honored and she should 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:

Although I have spoken with many people at the New York Times, my full complaint has NOT been resolved. Only part of it has been resolved. They corrected my 26 week subscription but FAILED to honor the full term of the initial promotion. When I call to speak with someone about it, I am given the run-around. Transferred to many different people and no one can help me. I would at least like a call back from someone qualified! PLEASE NY TIMES!

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 Acct#: [redacted]

Please be advised that this complaint was resolved as of 3/**/14. We have reached back out to [redacted] and confirmed that credits are now on the account and the delivery is fine.

Best Regards,

Review: I have experienced chronic delivery problems with the NY Sunday Times. I have repeatedly called and spoken with customer representatives and others at the NY Times but the problems are never resolved. Problem 1: The advance sections of the Sunday Times, delivered on Saturday, almost always, are missing The Sunday Magazine and the Arts and Leisure section. Problem 2: On Sunday mornings, from 6:15-6:30, the delivery person keeps ringing my bell, despite clear instructions that my doorbell is not to be rung. To make matters worse, when I go downstairs to get the paper, it is usually still missing the 2 sections that should have been delivered on Saturday.Desired Settlement: I have placed my delivery on temporary vacation suspension for the maximum time allowed. I would like the NY Times to acknowledge these problems, identify their causes and fix them before I resume delivery of the paper.

Business

Response:

Re: Complaint # [redacted]

Customer Information:

New York Times Account#: [redacted]

Please be advised that we consider this complaint was resolved as of 8/**/13. We reached out to [redacted] for a key to the building so the paper can be delivered directly to his door, but was informed that he is not allowed to provide a key. The carrier was instructed to make sure all the sections are included and not to ring the bell moving forward. Unfortunately, when papers are left outside it is very easy for someone to remove parts or the entire paper. However, we will continue to do our best with the delivery. The customer should contact us immediately with any further problems.

Best Regards,

Customer Care Advocate

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 response is that I do not know if the issue is resolved. When I returned from out of town last Sunday the Sunday sections were in my vestibule but no Saturday advance sections. Having the key to inner lobby would not help since other residents could still take those sections. As I originally stated, it is unlikely that those same two advance sections were stolen every Saturday from my AND my neighbor's delivery. The sections I do find look untampered with, often neatly folded in rubber bands. It's more likely that their is a glitch or carelessness in the collating for some reason and that those same sections are just being left out by delivery service.

Thank you.

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:

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 9/**/13. I spoke with [redacted] today and confirmed that the paper was delivered correctly over the past 3 weeks. I have also asked him to contact me directly with any further problems. Our delivery partners assured me that they will continue to monitor the delivery.

Best Regards,

Customer Care Advocate

Review: The Sunday NY Times was delivered several weeks without our permission so I figured it was some kind of promotion that would include an attempt to persuade us to subscribe for future deliveries. Then I received an invoice for 31.20; I called the number on the invoice and after our conversation I was under the impression that the matter would be researched and a credit issued. May **, 2013 I received a collection letter from MCU and Associates LLC requesting payment for 31.20. I did not order or agree to this short-term delivery of the New York Times Sunday Edition. If you have evidence to the contrary please forward to me as soon as possible.Desired Settlement: Credit my account and send the zero balance statement to my address.

Business

Response:

Please be advised that this complaint was resolved as of

6/**/13. We have removed the $31.20 balance to reflect a “0” balance and

sent [redacted] a confirmation email of the resolution.

Best Regards,

Review: My wife has been a loyal subscriber for 5 years. In January 2014, she upgraded our account from a digital account to a weekend paper subscription. The subscription had an identical account number. It was a paper + digital subscription. A second subscription for digital is not needed, as digital is included in our upgrade. We believed that, because it was under the same account number, an upgrade under this number would not result in us having 2 accounts. However, we were then charged for both the paper and digital subscription for the next 8 months. We did not notice. We did not think to look for this, as there was no reason for us to believe that we had opened a second account, given that it was under the same number and we thought it was merely an upgrade, not synonymous to opening a second account. To the consumer, the NYTimes Company is one company, not separate factions of digital and print. At $15 per month for the original digital subscription, this resulted in a loss for us of $120.

When we called the Times to remedy this problem, we were told by the digital side that we could only get 2 months refund, rather than the full 8 months. They stated that it was our responsibility to notice that we were being double charged. In fact, this would have been difficult, as when one logs into the account, there are separate statement pages for "home delivery" and "digital" accounts, of which we were unaware at the time. During the course of our interaction, once we found the digital billing page, the “digital” interface was changed in front of us, such that the "home delivery- no charge" showed on the digital account, and it was then clear on that single page that we were being charged twice. Given that we were not aware there would be 2 separate billing pages, this change would not have helped us even if it had previously been present. However, it was maddening to see it changed in front of us while we were logged on and having this discussion, making the double charge seem more obvious and more like it was an oversight on our part, rather than a problematic systems issue on theirs. The NYTimes stated that it is their policy not to refund digital subscriptions. We escalated our complaint to several managers, and were offered at most a 50% refund of the overpaid service. In the end, we cancelled our subscription due to this frustrating interaction. We received a refund of $46. I recently wrote the company directly and received the same response.

It is maddening that under the same title company, there are 2 different factions, digital and print, that are so separate that we were told over the phone that “they cannot be expected to talk to each other,” even when they are charging the same customer on the same account with the same email and subscription number for the same service, and then being unwilling to refund these misappropriated dollars. While we are aware that these factions are being paid and credited separately for revenues, this has resulted in a negative interaction for loyal customers and the cancellation of a subscription of a higher value.

We believe these charges to be unethical. I agree with the practice of not refunding a digital subscription that has been in use over a period of time, but this case is different because we were paying for the digital subscription as part of our paper subscription, thus we are being double charged for the same service. Furthermore, other than combing our credit card account, there was no way for us to know that we were being charged twice. The NYT is arguing that we had 2 subscriptions at the same time, yet how could we have, with the same subscription number? There is only one way to log in to the digital account to use the service and read the paper, thus there was no way to know that they perceived us as having 2 accounts. It is not the same as receiving 2 papers, which we would have been able to flag immediately as a mistake. If there was some way that we were benefiting from having "2" unidentifiably different digital accounts, this argument might be different. But we were not receiving any benefit that we are aware of, only being charged twice for one service, apparently from 2 separate companies under the same umbrella name and website. We were not notified when we upgraded to the paper + digital service that we would have to cancel our previous account- given that they were under the same number, we assumed them to be one and the same. Being charged double for the same service is unethical, and the refund policy for digital subscriptions should not apply in a case such as this. While we understand growing pains of becoming digital in a previously print world, we feel that errors made as a result of this growth should be remediated.

We continuously receive invitations to resubscribe to the paper. We are happy to do so and looking forward to it, but want the aforementioned situation corrected first.Desired Settlement: I would like to open a new account, with a credit to my account of the remainder that we are owed: $74.

Thank you for your assistance!

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. The NYTimes contacted me directly and offered to reimburse the majority of what I was owed with my signing on for a new subscriptions. I am satisfied with this outcome.

Sincerely,

Review: I had a paper subscription for the New York Times for many years, and last summer (2014 summer) I hit an emotional breakdown due to a tragedy in my family. So I cancelled the subscription because I was too distraught to be reading anything and was indisposed, and at some point (it turns out 9/**/2014) it appears I might have hit Yes to an online digital subscription advertisement which promised a 99 cent digital subscription. I had NO idea that this turns into $35 per month after 12 weeks.(They might have said that in that promise, but I was ill and do not recall that initial advertisement. I do recall .99 subscription promise which I thought was very cheap and perhaps worth it since I was not even reading anyway) Now I checked my email which came from NYT on 9/**/2014, and it mentions not a word about $35. Perhaps it must exist in a small print somewhere when I pressed YES to join, but I never saw that. Then there has been a zero mention of this billing in my emails. No reminder of any sort ever came from NYTimes Digital.

As I explained, due to my emotional breakdown, I have not been checking my finances at all. Now, a year later, I am trying to collect my life, and looked at my credit card statement for the first time, and it appears they have been charging $35 monthly from 11/**/2014!! I cancelled my print subscription last summer because I was too mentally distraught to read newspapers, and I have not properly read any newspaper for about a year (I might click some link randomly from checking emails but I have had no mental space for reading for a year; I just called NYT and they say I clicked on the NYT site on July **, 2015, but if I had done that, it might be from so many emails that pop up on my account and I might have clicked a link, but I have not been reading properly for way too long which is a problem).

But it turns out they have been charging me $35 for 9 months. This is unethical. They have not sent any emails to alert me, their loyal customer (since I was already a NYT subscriber of their print editions ) of the switch from 99 cent to 35 dollars, and they sent no invoice monthly except to tag the $35 onto the credit card charge. Sure, if I had not had an emotional crisis, I would have checked my credit card statement every month, but I was too ill. Whatever the case, charging $35 monthly from the initial .99 cent MUST be alerted more clearly to their customer rather than be hidden somewhere in their initial promise and then never be mentioned again. That is a dubious business practice.

I just called NYT and spoke to someone named Desmon and was told they could refund my last month's bill but will not refund from last November [redacted] 2014. I petition this. I am a loyal subscriber of the NYT, and intend to go back to subscribing when I am better. But for that to happen, they should dutifully return the money they took from me by not doing a fair business practice.

I realize some offers come with a small print of the price going up after the trial period, but they almost always remind you that they will raise the price from .99 cent to $35 dollars, usually the warning comes, and usually they send monthly billing statement so you know you are getting charged this money. In the case of NYT digital, no such notice ever came. This is unethical.Desired Settlement: They should refund $35 per month they automatically charged to my credit card since 11/**/2014.

Thus 35 x 9 = $315

PLEASE REFUND $315

Business

Response:

Please be advised that this complaint was resolved as of 8/**/15. We have cancelled the subscription and informed the customer of our non-refundable policy, as outlined in the Terms of Sale, via voicemail and email. However, as a courtesy, we have also issued a 3 month refund back to the credit card on file.

Review: A long time subscriber, for the past 3 to 4 weeks, I am not receiving delivery of the Times at my door at 6:30 a.m. Monday to Friday, 8:30 a.m. on weekends.

I complain daily. The Times 800 respondent tells me that the courier has a vacancy, which remains unfilled. Every time, I complain I am told that the paper will

be delivered by 10:30 or 11 a.m. or whenever, Today, the 800 respondent in North Carolina couldn't even give me a time of delivery.

It seems the Times doesn't believe in customer satisfaction, and treat me and the hundred odd subscribers in my complex [redacted], [redacted] & [redacted] as though we're a conquered territory, playing top dollar for a service we're not getting.

Sending e-mails to an inefficient courier is meaningless since there is no solution to the problem. I cannot believe a multi million dollar corporation, quoted on the stock market, cannot find some to fill a vacancy. I suspect they do non't pay minimum wages at the very least

I appeal to you to help us resolve the matter as soon as possible., especially since I have to talk to a call desk in North Carolina or Iowa.Desired Settlement: ASAP. This charade has been going on for nearly a month. Normal Service restored.

Business

Response:

[redacted]

[redacted] New York Times Account#: [redacted] Please be advised that this complain was resolved as of 2/**/15. Upon receipt of the complaint, we reached out to our distribution partner and received confirmed that the delivery will be closely monitored moving forward. They also tried unsuccessfully to reach [redacted] with this assurance.

Review: I ordered the paper. Delivery should have started on 10/*. To date I have never received the paper. Every day I call and am told I will get the paper. Still no paper. I'm told the problem is escalated but every day, no paperDesired Settlement: I want my paper delivered and credit for missed days. I also think they should extend my subscription for all the work I have to do to get a paper delivered.

Business

Response:

Dear [redacted]

Re: Complaint # [redacted]

Customer Information:

Please be advised that this complaint was resolved as of 10/*/14. We have corrected the address, credited the account and confirmed with [redacted] that the delivery is fine now. The customer was asked to contact us directly with any further questions.

Best Regards,

Review: I had a NYTimes.com digital subscription that was set to expire on 08/**/2013. I called NYTimes.com customer service on 08/**/2013 to cancel my subscription. The woman I spoke to on the phone tried to get me to renew my subscription. I refused the renewal. She said that my subscription had been cancelled. I confirmed with her that no further action was required by me to cancel my subscription. She confirmed that the subscription had been cancelled and no further action on my behalf was needed. I then noticed a charge of $15 on my credit card from NYTimes.com made on 08/**/2013. I called NYTimes.com customer service on 08/**/2013 to inquire about the charge and to have it removed from my credit card. The customer service person said that she filed a request for a removal of the charge after I had explained the situation. She said that I would hear back in a week. I never received a phone call or e-mail and the charge remained on my credit card. I called NYTimes.com customer service on 09/*/2013 and spoke with [redacted] about the charge. After looking at my account, she said that no request had been filed. She said that she would put in a request and that I would receive a call in 3-5 business days regarding the charge. I received no phone call or follow-up of any kind. I called NYTimes.com on 09/**/2013 and spoke to [redacted] who said that my request was pending. I asked to speak to a manager. She connected me to [redacted] who said that he put a flag on the request and that I should receive a phone call and the charge should be removed no later than 09/**/2013. I asked how I could have this resolved today and [redacted] said that it was in the billing department's hands. He can not speak to them directly and neither can customers. It is now 10/**/2013. The charge has not been removed from my credit card. I have not received a phone call or any type of follow-up from NYTimes.com. I have alerted NYTimes.com in writing that I am submitting a complaint to the Revdex.com.0Desired Settlement: No other customers experience unauthorized credit card charges from NYTimes.com. Future unauthorized credit card charges to NYTimes.com customers are offered realistic timelines as to when their issues will be resolved.

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 requested the paper to be put in front of the door, not left by the elevator, or two feet away in the hallway. I am disabled. I cannot bend over to the side. There is a label on the paper that says "PUT PAPER IN FRONT OF DOOR, NOT ON THE SIDE." I have called them 10 times. The supervisors said the delivery person was spoken to. He continues to toss it two feet away. I left a note on the door: "PUT IT HERE" For two days, he put it in front of the door. I took the note off. He tossed it two feet away. I put the note back - he did not deliver it at all.

He is being rude, obnoxious, vengeful, spiteful.Desired Settlement: Very simple request: I want my paper put in front of my door. I want disciplinary action taken against this person. I am disabled. They are creating a hardship for me, and unnecessary anxiety.

Business

Response:

Dear [redacted], [redacted]

[redacted] The New York Times Account#: [redacted] Please be advised that this complaint was resolved as of 3/*/16. Our distribution partner assured us that the delivery will be closely monitored moving forward. We reached out to [redacted] and apologized for the inconvenience and asked that she contact us directly with any further issues. Best Regards, Oswald R[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: The N YTimes had a special offer for delivery of the Sunday paper for 4 weeks for $8. I sent in a check for $8. I found I do not have time to read the Times and our local paper. I thought delivery would stop after 4 weeks. Instead, I keep getting the paper and have received 2 bills for an additional $36. I wrote on both bills that I only ordered it for 4 weeks.

Finally, I called the Times today and spoke to 2 ladies. I was told that in order to cancel, it was necessary to call them and cancel. That was not stated on the order form, and I had stated on the bills that I had only ordered it for 4 weeks.

They insist that I must pay for the additional papers I received. I said that I refuse to pay it.

I fear that if I don't pay, it will go on my credit report.Desired Settlement: That I am not billed for the extra weeks I received the paper

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: We canceled our home delivery service for the New York Times more than 6 months ago, and since then, the company has charged us for home delivery every month, despite monthly (and sometimes twice a month) calls to their customer service requesting cancellation of the service. They have reimbursed us for some but not all of the charges. Despite the repeated assurances from their customer service reps that the problem is fixed, we continue to have our checking account charged.Desired Settlement: We would like the service cancelled, to receive the balance of our account refunded to us, and to receive an apology from the company for their error and the time and energy and stress it has cost us.

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: The New York Times has double billed me for the past 5 months for my subscription. I have contacted them by phone and by email over 10 times and they refuse to return the money they double charged me for.Desired Settlement: I would like the money returned to my credit card and a written apology from the New York Times for their unwillingness to correct their ongoing error.

Business

Response:

Re: Complaint # [redacted]

Customer Information:

Please be advised that this complaint was resolved as of 4/**/14. The duplicate account was located and stopped and a full refund is being issued. [redacted] was contacted and informed of 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,

Review: I have an existing billing problem with NY Times. I filed a complaint not long ago. I thought the matter was resolved. I disputed the charge for the full subscription price for one month because I had been told I could continue my subscription for 6 months at 50% off the subscription price but was billed 100% of the subscription price. The subscription price was billed to my credit card. I disputed half the charge and paid the half of the charge to cover the 50% I had agreed to pay. I spoke to a representative of the NY Times who agreed to credit my account for the approximately $31 at issue. Yesterday I got a bill from the NY Times which reads as follows:

Previous balance 31.11

Payment Received 31.11 CR

Payment Declined 31.51

7 day service promotional adjustment credit 31.51 CR

7 day service charges 67.60

7 day service discount 33.80 CR

tax 2.60

amount due 31.20

I'm confused. It looks like the paper gave me a credit for the 50% subscription price and then imposed a service charge such that effectively it is still seeking 100% of the subscription price. The 50% off price and a "service charge" to make up the difference between the 50% off price and the 100% subscription price.Desired Settlement: I believe the last charge I agreed to (50% of what I was billed) paid my account in full to such time. Therefore I don't believe the extra $31.20 bill is owed by me. Want an adjustment to eliminate this.

Business

Response:

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

[redacted] New York Times Account#: [redacted] Please be advised that this complaint was completely resolved as of 12/**/14. We contacted [redacted] again and provided him with a detailed explanation of the billing. He was also informed of our discount policy and asked to contact us directly from now on with any further questions. Best Regards, [redacted]

Review: I signed up for a short term $7.50 special subscription of the NYTimes.com in February 2014. I've never received any warning that the subscription was expiring or that the price was changing. After a few weeks I stopped reading the site and forgot about the promotion. I have just noticed (on 12/**/14) a $15 payment to NYTimes.com in my credit card statement, and checked back statements, finding out I have being charged $7.50 until July, $11.25 on 08/**, then $15 monthly. I called the company to clarify the charges. After more than one hour on hold, and many minutes talking to a representative that seemed unable to locate my account, she finally found it but said, "unfortunately, I am unable to close that account", and that I would have to call another number. When I protested (having have to hold for a very long time) and asked for a supervisor, another person came on the line and said that she would have the account closed as of today. My wife than came to the phone and argued that, since I had only signed for a short promotional subscription, and was unaware of the charges being doubled in price, all previous $15 charges should be refunded to us. To what the said "supervisor" responded: "you will have to call again." When my wife protested, she ignored her and kept talking non-stop, as if reading from a script.

I would never expect such “scammy” tactics from a company like the New York Times - no warning about promotion deadlines, surreptitiously changing prices (doubling!), and using the phone line as a deterrent to service by putting the customer on hold for long periods, and using such scripts as to keep the customer from getting any real help.FebruaryDesired Settlement: I want a full refund of all charges.

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted] , [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### Fax: ###-###-#### E-mail: [redacted] Please be advised that we consider this matter resolved as of 12/**/14. We have contacted [redacted] by phone and email to further discuss the matter, but he has not responded. The customer has our contact information to reach out directly with any questions. Best Regards, [redacted] 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 have determined that my complaint has NOT been resolved because:

I have answered two emails from the NYTimes, stating my dissatisfaction, and have not received any calls from them. I do NOT answer unidentified calls because of marketing abuses, and if [redacted] called, he DID NOT leave any messages. I do not consider this reaching out! I will no call the several customer service numbers they provide, as I refuse to be further pushed around. I want this matter resolved by email. They know my concerns, and have given me no response or excuse for doubling the price of a subscription that, as I stated, I was under the impression of being just a short trial.Thank you,[redacted]

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

Sincerely,

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### Fax: ###-###-#### E-mail: [redacted] Please be advised that we consider this matter resolved as of 12/**/14. I called [redacted] today and left a detailed voicemail message, with my direct number, explaining the non-refundable policy as outlined in our Terms of Agreement. Best Regards, [redacted] The New York Times § [redacted] (T) ###-###-#### § (F) ###-###-#### [redacted]

Review: I had Sunday home delivery service and due to sporadic and unreliable delivery, I called to cancel it. It was supposed to be cancelled at that point, but was not. I was charged for 6 months for a service that wasn't received. I noticed this on my credit card statements. When I called to correct it, I was told I would be refunded only 2 of the 6 months. I spoke with [redacted], employee number [redacted], who assured me that $65.60 would be refunded to my account within 1-2 weeks. After almost 3 weeks, I called to check the status, only to find that it would not be refunded for 1-2 weeks more. I called the company on two occasions to discuss the issues and try to resolve them. When I asked to speak to a [redacted], I was told by [redacted]that there wasn't anyone else beyond her. At this point I feel as though I have been lied to and I am beyond frustrated.Desired Settlement: A refund of the 6 months where I was charged but did not receive or request the service, totaling $196.80.

Business

Response:

New York Times Acct#: [redacted]

Please be advised that this complaint was resolved as of 1/**/14. A courtesy refund in the amount of $90.20 was issued back to the credit card on file on 1/**/14. We contacted Mr. Valle and explained that the $90.20 refund was processed as a courtesy and we are unable to issue any further refunds, because there is no request to cancel the account until 1/**/14. We offered to add a promotion to his father’s account, that he is currently paying for, but he declined.

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:

The statement made by the New York Times isn't true. I spoke with Karin W. on Tuesday night and she informed me that I was only going to get a partial refund...the equivalent of less than 3 months. I was billed for 6. Never did she mention any promotions or credits during our conversation. At some point, after our conversation on the phone, she left me a message alluding to the fact she was able to offer credits or work with me in another way. I never declined a promotion as stated in their response.

Sincerely,

Business

Response:

New York Times Acct#: [redacted]

Please be advised that this complaint was resolved as of 2/[redacted]/14. The $90.20 refund was issued only as a courtesy. We are still prepared to extend a 12 weeks 50% off discount, if [redacted] is interested.

Review: On October **, 2013, I contacted the New York Times to take advantage of the 50% offer they sent me for Sunday-only service (my husband and I both receive these offers regularly, including 2 each within the last week). Normal service is $32.80; the 50% special was $16.40. At that time, I confirmed with the agent that I had a $0 balance on my account and that my next bill would be $16.40. My next bill, which arrived in late November, was for the full $32.80. I called NY Times customer service and was told this was a mistake and that it would be corrected ($16.40 would be removed from my bill). The bill was not corrected, so I called again December and was told the same thing: that a mistake had been made and would be corrected. The mistake was again not corrected, so I called again in January, February, and March, each time being told the exact same thing: that they could see the error in my account, and that it would be corrected. I even went so far as to cancel my account in February because I was tired of calling the Times every single month and being untruthfully told their error was corrected.

Finally I called on May *, 2014, and spoke to [redacted] (not last name given) in NY Times Account Resolution. She placed me on hold for an extended period of time; when she finally returned at 7:45pm, she told me that she had removed the $16.40 from my account. I now find that this was yet another lie and that the $16.40 was yet again NOT removed from my account but has been sent to a collection agency. As I have been assured by multiple staff members at the NY Times, including [redacted] at Account Resolution, I do not owe the NY Times any money.

Most recently I called on 6/**/14 and was once again assured that the $16.40 had been removed from my account. I asked for this IN WRITING, since assurances by phone have been worthless. I was told on 6/** that a letter had been sent to me and that I should receive it in a few days. It has been two weeks and no letter has arrived, so this too was a complete lie.Desired Settlement: I want the New York Times to do what it has assured me by phone that it would do since last November: remove the $16.40 balance from my account. I would also like this in writing, since phone assurances have been false and untruthful.

Business

Response:

Re: Complaint # [redacted]

Customer Information:

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 7/**/14. We have removed the $16.40 to reflect a “0” balance and sent [redacted] an email informing her 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I cancelled a trial digital subscription well before the end of the 30 days and they charged my credit card for $35.00 and they will not refund it. They keep saying that they cannot refund digital subscriptions. That is nonsense. If they can take the money, they can put it back and I want the money back.Desired Settlement: I want my $35.00 back

Business

Response:

Dear Mediator,

Re: Complaint # [redacted]

Customer Information:

Please be that this complaint was resolved on 8/**/13. We have refunded the $35 and informed [redacted] of the resolution.

Best Regards,

Customer Care Advocate

Business

Response:

Dear Mediator,

Re: Complaint # [redacted]

Customer Information:

Please be that this complaint was resolved on 8/**/13. We have refunded the $35 and informed [redacted] of the resolution.

Best Regards,

Customer Care Advocate

Review: I have sent numerous written notices to cancel subscription and stop billing. They continued to deliver and send bills. I paid in full and again requested cancellation I writing and called . They continued to deliver and subsequently sent a new bill for the subsequent billing period.. I just received a letter from collection agency. I have called twice and written three letters. I paid in full and send written notice and called to stop delivery and no further billings. They did not stop delivery timely. Finally stopped but continued to bill and now collection agency.Desired Settlement: Also cancel any action by collection agency

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.Hello, this complaint was already resolved on 1/**/16. Please see below.

Sincerely,

Review: I subscribed to the Times digital service for a 12-week period beginning Monday, June **, 2015. This subscription would run through Sunday, September **. On Friday, September **, I called to cancel my subscription before it would automatically renew at a rate of $15 per four-week period. I was told by a Times representative that my subscription would be canceled. However, it was not, and on that date my credit card was charged $15. This was two days before my subscription had run its 12-week course. I contacted the times via email the following week and was refused a refund.Desired Settlement: I would like my $15 refunded.

Business

Response:

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

[redacted] Please be advised that this complaint was resolved as of 9/**/15. We have processed the $15 refund and informed [redacted] of the resolution.

Consumer

Response:

The Times, after some delay, rectified the matter fully and to my satisfaction. I appreciate them doing so.

Review: Tried to cancel subscription after trial period. Company acknowledged cancellation, and then subsequently billed us for the next months service. numerous emails and phone calls to their customer service without any success. We were told on one occasion the account had been corrected and then received a bill later for a totally different amount. After a month of fighting with them (and not receiving the paper either) we finally payed the amount they insisted we owed, strictly because we couldn't risk the damage they could do to our credit by sending the bill to collection. So we ended up paying the bill even thought we didn't receive the papers we were being billed for. They also kept telling us we could view our invoice on line, however they didn't understand that when they cancelled our subscription they also wiped out the on-line account.

A complete timeline of events, emails, and phone calls is available upon request in either ms-word or ms-excel format.Desired Settlement: Have this account zeroed out, closed out, and have them return the $25.80 we had to pay them for services not received.

Business

Response:

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

[redacted] New York Times Account#: [redacted] Please be advised that this complaint was resolved as of 1/**/15. We have confirmed that the $25.80 was refunded back in December. [redacted] was contacted and informed of the resolution and to check with her bank for the refund. The customer was asked to contacted us 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:

1) The company states in their response that the complaint was resolved on 1/**/2015, implying that we and the company reached some sort of agreement. That is incorrect - we have received no communication from the company since January [redacted] which was a week before we filed the complaint.2) The company states again that a refund was sent in December, and that we should check with our bank. They are ignoring the fact that we did exactly that and that our bank found no record of any such refund or deposit. See the attached response from the bank and the accompanying email we sent to the company advising them of this fact. 3) Again they state the customer was contacted and advised to contact the company directly if we had more questions - implying a communication from them to us since the complaint was filed. As previously stated, we have had no communication from the company to us since January [redacted].

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

Sincerely,

Business

Response:

Please be advised that this complaint was resolved as of 2/**/15. We received proof of payment from [redacted] and processed a refund for $25.80. The customer was informed of the resolution and 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 with reservation. Per a phone call from the company on February **, 2015, they are issuing a refund check to us for the disputed amount and asked that we allow 30 days for the check to be received. If the check does not arrive by the end of March, I reserve the right to re-open this complaint.

Sincerely,