The New York Times Company

Please be advised that this complaint was resolved as of 5/*/16.  Although it is the customer’s responsibility to monitor their finances, we have made an exception and refund a total of $390 as a onetime courtesy.  The customer already disputed and received $30 back from her credit card...

company.  [redacted] was informed of the resolution and asked o contacted us directly with any further questions. Best RegardsOswald R[redacted]Customer Care Advocate[redacted](T) ###-###-#### § (F) ###-###-####[redacted]

Review: Our family were previous subscribers who love The Times. I chose to resubscribe almost exactly a year ago. That was a very good decision as I love the content of The Times.

Over the past few months, we've had intermittent missed delivery. It's almost always understandable (weather issues, freeway problems) so I just email Customer Care to be credited.

On September [redacted], 2014, I emailed Customer Care as we were anticipating work around the house. I asked if the delivery location could be temporarily moved for a few days. I never received a reply.

On September [redacted], 2014, delivery was missed. I went out of town that weekend and suspended delivery for a few days, but I emailed Customer Care when I returned on September [redacted], 2014.

On September [redacted], 2014, I wrote about the missed delivery on September [redacted], 2014. I also copied my September [redacted], 2014 email, and I mentioned that I never received a reply.

On September [redacted], 2014, in the same email, I noted that I use my educational subscription as a student and also as a teacher, so I can't "permanently" miss a day of the paper. I wrote that it would help to have the missing paper delivered even on the next delivery date (one day late). I also wrote that the online platform ([redacted]) has a learning curve, but that I was trying to use that as well.

To this date, I haven't received a reply to the September [redacted], 2014 email or the September [redacted], 2014 email. What a disappointment as an educational subscriber and as a returning subscriber. The Times is an international standard publication, and I wish Customer Care met those same high standards.Desired Settlement: I would like some improvement in communication with Customer Care. To be direct, I'd like my emails answered in general, I'd like better support for missed print papers (delivery the next day of the missing edition seems sensible), and I'd like The Times to help those of us who are trying to use their online resources especially for educational purposes. I have been trying to encourage others to learn about The Times and to subscribe in some format, so it is a shame that the Customer Care department does not seem to value basic customer care principles.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 10/*/14. We have reached out to the customer and apologized for the inconvenience. The issues were addressed and we asked that the customer 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]. No explanation was given by the business for the initial lack of reply to the two emails that I had sent (days apart). However, I now have received a thorough and detailed response to my questions with your assistance. Thank you very much. I find that this resolution is satisfactory to me and that the matter has been resolved.

Sincerely,

Review: ON NINE DIFFERENT SUNDAY'S THE " T" FASHION SECTION OF THE NY TIMES- SUNDAY EDITION WAS MISSING.

I BOUGHT 8 EDITIONS FROM THE [redacted]

ANOTHER EDITION WAS PURCHASED FROM [redacted]

I HAVE CALLED THE NY TIMES CUSTOMER SERVICES 8 TIMES. I HAVE SENT EMAIL AGAIN AND OVER AGAINDesired Settlement: THE MISSING COPIES ARE IMPORTANT TO ME. TWO OF MY SON'S ARE IN THE ART AND THE CLOTHING ETC WORLD

Business

Response:

Please be advised that this complaint was resolved as of 11/*/15. The T-Magazine is not published every week. We have emailed [redacted] a copy of the schedule below and asked that he contact us 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:THANK YOU NOTHING ( SCHEDULE 0F T SECTION PUBLISHED) WAS PROVIDED.SIX DIFFERENT NY TIMES PEOPLE DID NOT TELL ME THAT " T "WAS NOT WEEKLY DO THEY NOT KNOW? WHY NOT? IN TEN WEEKS HOW MANY ISSUES OF " T" SECTION DID I MISS?

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: THE NY TIMES HAS NOT OFFERED CREDIT FOR THE MISSING " T " Magazine- Sunday NYTimes

Sincerely,

Business

Response:

Re: Complaint # [redacted]Customer Information: Barry E S[redacted]

[redacted]E-mail: [redacted]We have reached out to [redacted] again, and per his request, mailed the 3/**/15, 9/**/15 & 10/**/15 edition of the T-Magazine to the above address today. He requested the 12/*/15 copy, but that edition hasn’t been published as of yet. Although we have alerted our distribution partners of the matter, we also ask the customer to check and make sure all the sections are in the paper prior to purchase.-----------------------------------------------------------------------...⇄ be advised that this complaint was resolved as of 11/*/15. The T-Magazine is not published every week. We have emailed [redacted] a copy of the schedule below and asked that he contact us with any further questions.DATE ISSUE [redacted] WOMEN'S FASHION[redacted] MEN'S FASHION[redacted] DESIGN [redacted] CULTURE [redacted] SPRING TRAVEL[redacted] BEAUTY [redacted] SUMMER ENTERTAINING[redacted] WOMEN'S FASHION9/** MEN'S FASHION9/** DESIGN & LUXURY10/** THE GREATS[redacted] WINTER TRAVEL12/6 HOLIDAY Best Regards, Oswald R[redacted]Customer Care Advocate[redacted]

Review: I had been a NYTimes subscriber (the actual physical paper and the website) and decided to cancel my account due to inconsistent delivery. I canceled in August 2014 and everything seemed to be resolved normally; the newspaper stopped coming and my credit card stopped being charged.

In late November I noticed the paper showing up again and in early December I call the nytimes and was told there was some sort of error and that service would be stopped and I would be refunded the 50 dollars I had been charged for a resumption I had never asked for. Again, the newspaper stopped coming and I thought everything was fine.

In January I receive an email saying that I owe 160 dollars. Again I call. This time I have to call multiple times because I am told I'll be called back but never am. Finally, after going through multiple people I speak to a supervisor who tells me they have no record of a cancellation in August and I owe the balance from August all the way through January. They do admit to having record of the call in December, but will not address why the person on that call did have record of the original cancellation. They do not address why service was stopped in August, and tell me that I should have complained that I wasn't getting the paper. They will not address my response: that I had no reason to complain that service was stopped after I had cancelled service.

They will not refund anything: Even the months of December and January, after the second cancellation which they fully admit to having record of.

After their phone service was unheplful, I used their customer complaints email but received no reply. I do not know what other recourse a person has when a large company decides to bill them for services not rendered. They have sent my account to a collections company so now I have the choice of paying this bill I don't owe, or having my credit ruined by a collections agency.Desired Settlement: I wish for the $161.60 for a subscription between August and January which I had already canceled and for which newspapers were not delivered.

Business

Response:

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

New York Times Account#: [redacted] Please be advised that this complain was resolved as of 4/*/15. We have confirmed that the account was cancelled and $161.10 removed to reflect a zero balance. [redacted] was informed of the resolution by voicemail and email and was asked to contact us directly with any further questions. Best Regards, [redacted]

Review: I received a promotional subscription and followed up with a request to cancel the Paper. I even called (which was difficult to get throught the stop delivery process).

Upon receiving my trial I consistently received TWO papers, I initially called to tell them of the product waste, prior to the month ending I phoned to cancel.

I CONTINUED TO RECEIVE NOT ONE BUT "TWO" FULL PAPERS FAR BEYOND THE TRIAL.

Only to receive a bill, which I followed up with a phone call to explain my situation, with no assistance and acted like I was making up the story.

I am now in Collections, many of my coworkers are experiencing the same type of sneaky practice of not cancelling and then charging for a service we cancelled.Desired Settlement: Please clear off my record and honor the original request to cancel on time.. Thank you [redacted]

Business

Response:

[redacted]

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 8/*/14. We are in the process of removing the amount due to reflect a “0” balance. [redacted] was contacted and informed of the resolution and asked to contact us directly with any further questions.

Best Regards,

Review: According to NY Times record I'm the customer since 3/**/13. Subscription has been requested for 8 weeks, and paid as required. On 3//** I have received the letter confirming my subscription. I have not received any single issue during months March and April. After numerous phone calls the first not complete (no Friday issue) came on 4/**. Again I had to call and complain about delivery. Finally the complete subscription came. New bill arrived in May and was reasonably ignored. During one of my conversation with customer service representative in April I said that not going to renew my subscription because of the poor service. As well company was alerted, service should be stopped. Its’ still not clear how amount of $ 48.48 has been calculated. Service from 4/** thru 6/** has been paid. I was completely disappointed by the service provided by such a big company as The New York Times.

Business

Response:

Dear Mediator,

New York Times Account#: [redacted]

Please be that this complaint was resolved on 8/**/13. We have removed the $48.45 to reflect a “0” balance. [redacted] was informed of the resolution and asked to contact us directly with any further questions.

Review: We ordered the home delivery of the Sunday edition of the NY Times in April, commencing April **, 2013. The paper has never been delivered. We waited several weeks assuming that it takes time to get on the route. We reported papers missing after the June [redacted] paper didn't arrive. We still hadn't had a single paper, but received a thrid month of charges. THe apper was supposed to be redelivered, and the customer service agent said we could only get credit for that week and the one previous. The following Sunday,July [redacted], we again did not receive the paper. After nearly an hour on a the phone with [redacted] in Problem Resolutions, he explained that now it was a new two weeks, (since it happened again, sot hte credit woudl only be for the [redacted] and the [redacted], but he was writing to get the problem resolved. The paper was not redelivered. On July [redacted], again we did not receive the paper. This time I spoke with [redacted], in the morning, who again wrote emails to resolve the problem, and put the paper out for same day redelivery. She stated that she would call back at 2.30 to confirm redelivery. THe paper was not redelivered. She did not call back. I called the Problems resolution department and spke with [redacted], who informed me that they could put a credit, but that would roll to the new two week window (Bye bye credit for June already reported as that seems not to count on this fraudulent system) and he also stated that they don't have a delivery person in our area. I can't get a refund, and I can't get a paper.Desired Settlement: Refund for all the papers missed and resolve the issue. Cancel the subscription. We will switch to another paper as this is clearly fraud.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Times Account# [redacted]

Please be advised that this complaint was resolved as of 7/**/13. We spoke with [redacted] and she does not wish to continue the service. A full refund will be processed back to the credit card on file. She has our number to call directly for further assistance.

Best Regards,

Review: About a week ago, I started getting dozens of emails per day from NYtimes.com and affiliated parties. I did not give NYtimes.com my information or permission to email me. I have on multiple occasions requested to be unsubscribed from their mailing list to no avail.

I have since made a call to their customer service who refuse to take my email address off their records without me giving MORE of my personal information. I didn't give them my personal information in the first place, and certainly don't want them to have more. They don't have the right to keep sending me emails that reach into the 50's by count, or more, every day, and to refuse to change it when I ask through every available avenue.Desired Settlement: I want all of my personal information currently being misused by NYtimes.com deleted from all their records and for contact to cease.

Business

Response:

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

[redacted] Please be advised that this matter was resolved as of 1/**/16. We have removed [redacted]’s email address from our databases and informed him of the resolution. Best Regards, Oswald R[redacted] Customer Care Advocate [redacted]

Consumer

Response:

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

Sincerely,

Review: I canceled an introductory subscription prior to the end of the trial period. The customer service rep said over the phone that I would be refunded the payment that had been initiated. The payment has not been refunded and my subscription is still active.Desired Settlement: $35 and cancel the subscription as I asked over the phone on December *, 2015

Business

Response:

Re: Complaint # 11016749 Customer Information: [redacted]

[redacted] Please be advised that this complaint was resolved as of 12/**/15. We have confirmed that the account was cancelled and processed a $35 refund back to the credit card on file. [redacted] was informed of the resolution by email and voicemail message, and was asked to contact us directly with any further questions.Best Regards,[redacted]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: NY Times billed me $35 for a 99 cent promotional subscription. I notified them by email and they said they would refund but they didn't. Apparently they kept the refund on my account without informing me. Now they tell me that I did not cancel the subscription on time, and email cancellation does not count. They have agreed to a $12 refund, charging $23 for 3 days of service.

In fact, I don't understand their cancellation or their billing policies. But it seems they charge $35 when you are 20 days into a 99 cent promotional subscription. This seems to be common practice for them. And they do not issue refunds for these early charges even when you cancel the service.Desired Settlement: I would like them to refund the charge. I have cancelled my subscription.

Review: I made a online payment of $67.70 on November *,2014 using my debit card. I noticed shortly after that either through my error or an error on their end, they were planning to withdraw $677.70 in error instead. I e-mailed them right away that day and also called them on [redacted] November *, 2014 and was told they had no way of being able to stop the wrong amount from being withdrawn and that they would send me a refund for $600. The $677.70 was taken from bank account on November*, 2014. They told me they couldn't credit my funds back to my account because I used a debit card and not credit card so I would have to wait for a check in the mail. I have called them nearly every day and am still waiting to receive my refund. I have been told countless times I would call backs and never did. I was finally told by [redacted] in Escalations that a refund was mailed to me on [redacted] November**, 2014. As of [redacted] November**, 2014. I still do not have my refund as guaranteed by [redacted]. I then called them again today and [redacted] in Escalations is now telling me that the refund check has not been sent and he doesn't know when it will be sent. He told me I just have to wait. This is completely unacceptable. They should never withhold a wrong amount to begin with and my refund should have been reissued and sent right away. I am paid once a month and live pay check to paycheck so this money is vital to pay my utilities bills and for my Thanksgiving Dinner which is now ruined. They told me this happens quite frequently so they should have something in place to prevent this errors and a faster way to issue refunds.Desired Settlement: I need an immediate refund and I need it sent to me by over night mail or rush delivery so I can get my money ASAP! I would also like extra compensation such as free or discounted service for future delivery services for this horrific customer service. Customer Service needs to be better trained to help customers and red flags need to be put in place to prevent this from happening to anyone else. [redacted] or [redacted] in Escalations has told me this issue happens quite frequently so some major changes are needed.

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: [redacted] New York Times Account#: [redacted] Please be advised that this complaint was resolved as of 11/**/14. We reached out to [redacted] and apologized for any inconvenience and assured her that the refund was processed. And, to let us know if it not received by the end of next week. Best Regards, [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:

[Your Answer Here]

I have already been told twice before that a check was sent and that I would be receiving my payment and was lied to twice since my payment was never sent. I have lost all faith and won't believe it until I receive a check in my mailbox. I do not want to close my complaint until I receive my payment. Also, since I was not able to provide my family a Thanksgiving meal because I had over $600 taken by New York Times and still have not received the money, it would be nice to at least get a discount or some free papers to compensate for this lost holiday.

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] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: [redacted] New York Times Account#: [redacted] Please be advise that this complaint was resolved as of 12/**/14. We reached back out to [redacted] and confirmed that the refund was received and offered her a 12 week promotion for her troubles. Best Regards, [redacted] (T) ###-###-#### § (F) ###-###-#### [redacted]

Review: I am writing on behalf of my 96 year old father, who has [redacted] and [redacted]. he asked to subscribe the New York Times large print edition. the subscription began march 2014. he couldn't read it and I cancelled the subscription by phone on his behalf. I followed up by checking that the delivery had stopped. I did not realize that the New York Times was being paid by automatic credit card payments - in fact, I only realized this recently, when that card expired and the Times began sending bills. I called and explained to them that no paper had been delivered after the first two months. They refused to make any effort to check that there had been no deliveries. Surely they have some record showing what papers are delivered or not. They charged my father $24.70 a month for 17 months, total $419.90. I am not including my fathers name and account number here, as per directions.Desired Settlement: refund of $419.90

Business

Response:

Please be advised that this complaint was resolved as of 9/**/15. We have refunded a total of $114 as a courtesy and informed [redacted] of the resolution. She was also asked to contact us directly with any further questions.

Review: My wife recently reviewed our credit card statement (out of concern about recent security breaches in stores such as [redacted] - and we discovered that we were still being billed for a subscription to the NY Times that had been cancelled well over a year ago. (In fact, this subscription had been cancelled twice because the paper continued to come for a few weeks after the original cancellation.)

When we discovered this, I called ###-###-#### on January **, 2014 to complain that we were still being billed.

I talked to two different people in customer service. The second lady ([redacted]) said she would make sure the subscription was cancelled – but she “could not go back in time” to give us a refund and that it was “problematic” that such a hefty charge was on our bill for so many months (implying we should have noticed it sooner.) As I explained to her, we do not regularly check our credit statements (an unfortunate habit) – but that no newspapers have been delivered in over a year and we should not have been charged.

I asked her for written confirmation that the subscription had been cancelled. In order to do this, she changed the billing from automatic to direct billing. She said the subscription would be cancelled on February * and we should receive a confirmation notice in the mail about 7 days later. (It was actually several weeks before we received anything in the mail from the Times.)

There have been several other mix-ups on their end as well…

- The first time I called about this bill, I didn’t have the account number and it took the representative quite a while to locate the account by using the street address. She commented that she didn’t know why it didn’t come up right away.

- When I talked to the second representative who (supposedly) cancelled the subscription, she had the wrong zip code listed for our mailing address in her records (which I corrected).

- The most important item to note is that no newspapers have been delivered to our son's address in over a year. In fact, our son (who was receiving the newspaper) has not lived at that address since June **, 2013.

For this reason, we asked the Times to refund any payments that were deducted automatically from our account going back to June **, 2013 at the very least. (The subscription was actually terminated months before that.)

However, the Times simply sent us a check for approximately $14 - far below the amount we are owed.Desired Settlement: A complete refund of the charges that were billed to our credit card since June **, 2013.

Consumer

Response:

At this time, I have been contacted directly by The New York Times Company regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I requested contact information for the local depot that handles delivery of papers in the Pittsburgh area ( so I could confirm that we had NOT received any newspapers for over a year and yet were still being billed.) I have not received this contact information from the customer service department of the 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 Account#: [redacted]

Please be advised that we consider this matter resolved. According to our records, no request to permanently cancel the above home delivery account prior to January **, 2014. 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, cancelled the service and/or are paying for services they did not authorized, in a timely manner. That said, we do try to address our subscribers’ concerns, and, as a good-faith gesture, we offered to refund [redacted] a full three months of service, but he declined.

Best Regards,

Business

Response:

Re: Complaint # [redacted]

Customer Information:

New York Times Account#: [redacted]

Please be advised that we consider this matter completely resolved. As a courtesy, we have decided to issue a refund in the amount of $568.90. [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 I will consider the matter to be resolved once we have received their check.

In the future, I would hope that it would not take the New York Times so long to resolve an issue - especially when they were clearly at fault.

Sincerely,

Review: I had a new york times digital all-access subscription which costs $35 per month. Two weeks ago, I called in to cancel the subscription because I felt the price was high. The agent told me she would be happy to change me into a cheaper subscription which only costs $7.5 a month, and I agreed. Since I was only two weeks into this subscription billing period I felt I should have enough remaining balance to cover at least two months under the new subscription. But on Oct. [redacted], exactly a month after the last monthly charge, I got billed $35 again by the new york times. I was surprised to find out they didn't change the subscription and I thought I was tricked. So I immediately canceled the subscription and now new york times wouldn't refund me of the $35 they just charged. The agent on the phone didn't offer any explanation and just repeated it's their policy for three times. I think this is outrageous fraud when the agent lied to the customer about the price and the new subscription plan.Desired Settlement: Refund the last charge of 35 dollars.

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: From November or December 2011 through March, 2012, we subscribed to the weekend edition of the new york times for home delivery. The charge was $40 for the first month, and then $43.20 per month, until March, 2012, when the charge increased to $45.20.We paid for every month, using on-line BillPay through our bank, [redacted]. Repeatedly, however, they alleged that we had not paid for this or that month. We grew sick of it, and canceled the subscription as of the end of March, 2012, and the delivery stopped.Now they allege that we still owe them for one month. They have even turned the problem over to a collection agency, [redacted], [redacted]. We have received harrassing phone calls, I have talked to a person at the collection agency, and she would not listen.I have bank statements proving that we have paid a total of $776.40 to The New York Times Home Delivery in Pittsburgh, PA, from December, 2012 thru March, 2012. By my calculations, that pays for 18 months. We did not receive 18 months of papers, but only ** or ** months. Not only do we NOT owe them payment, they owe US at least a months' worth of papers.Desired Settlement: Mostly, I just want their apology, and I want their collection agency to stop harrassing us. I want them to admit they were wrong. A refund or else a month or two of the weekend edition would be nice.

Business

Response:

[redacted]

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 10/**/13. We have removed the $45.20 balance and called [redacted] with an apology for the inconvenience and let her know that no more collection notices will be sent. She was also asked to call 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.

The New York Times, at long last, has reviewed my payments and have acknowledged that I was right. They called and apologized.

Sincerely,

Review: I have been buying real estate advertising listing packages since 2011 and whenever my package expired, upon getting the new package they would reactivate whatever listings I had remaining. Now in the Fall 2014, I bought a 25 listing package thinking I would use all listings throughout 2015, I used a little more than half my listings and had 10 listings remaining. Since I had 10 remaining, I recently bought a package of 5 since I thought I would have 15 for the year and if I needed more later I would purchase a new package. To my dismay, I emailed NY Times about it and they said unfortunately they couldn't reactivate the unused listings. They explained that in prior years there was a glitch in the system that would reactivate the previous listings but that was no longer the case. Now I am a small business owner and I think it's unfair that something that was done automatically doesn't happen anymore with no type of warning like an email explaining the glitch and that your unused listings would be lost if you didn't use within the year. My loss would be about $687.80 and I have been a customer with no issues till now since 2011.Desired Settlement: I would like my 10 listings to be reinstated if that can't be done then a refund for the listings I haven't used.

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: On July **, 2015, I called the NY Times to cancel service because my home delivery had not shown up on 3 or 4 Sundays. I was talked into keeping my subscription because I was told that I would be given the promotional discount of $18 a month instead of the normal rate of $36. I was also told I would be refunded for the cost of 3 or 4 Sunday newspapers I never received. Today I discovered that I have been billed $36 every month ever since, and the NY Times will not refund the $18 overcharge for each of those months. The people on the phone initially claimed they have no authority, and would have to have someone call me back who would likely offer me the $80 or $90 refund for the extra charges. I then received a voice message saying that the "the promotional rate" was declined. There was no explanation or further information. I just called to cancel the account as I no longer trust them to charge me what they promise to charge me because they woman on the hone said she had no authority to give a refund from "way back in July." I don't trust them to do anything proper at this point. I was already lied to once by someone who never gave me the rate he verbally told me he would give me.Desired Settlement: I would like a refund of $18 per month for the time period between July ** and today, November **, which is about $72. I ant to support print newspapers but I don't trust the NYTimes business staff to implement their verbal assurances

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 11/**/15. We have cancelled the account, processed a refund for $76.50 and informed [redacted] of the resolution, via voicemail and email. He was asked to contact us directly with any further questions.

Business

Response:

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

[redacted] Daytime Phone: ###-###-#### E-mail: [redacted] New York Times Account#: [redacted] Please be advised that this complaint was resolved as of 11/**/15. We have cancelled the account, processed a refund for $76.50 and informed [redacted] of the resolution, via voicemail and email. He was asked to contact us directly with any further questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me. I still don't understand what timeframe the refund covers. My Sunday paper was not delivered on 11/**, which indicates the cancellation was prior to 11/** - so is a refund of $76 or so appropriate? I'm also stunned that the NYTimes simply let me go as a customer, rather than working with me to keep me as a customer. If this is how all print media handle customers, the industry is going the way of CDs and LPs: a fetish object for the 1%. I like to support journalism, but was totally let down by the business side of this company. At any rate, the matter was eventually resolved after at least three phone calls, and submissions to this website. I'd say I spent 2 hours of my time to get $76. I don't know that it was worth my time, and only did this on principle to stand up for other customers who likely have the same negative experience I had.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me. I still don't understand what timeframe the refund covers. My Sunday paper was not delivered on 11/**, which indicates the cancellation was prior to 11/** - so is a refund of $76 or so appropriate? I'm also stunned that the NYTimes simply let me go as a customer, rather than working with me to keep me as a customer. If this is how all print media handle customers, the industry is going the way of CDs and LPs: a fetish object for the 1%. I like to support journalism, but was totally let down by the business side of this company. At any rate, the matter was eventually resolved after at least three phone calls, and submissions to this website. I'd say I spent 2 hours of my time to get $76. I don't know that it was worth my time, and only did this on principle to stand up for other customers who likely have the same negative experience I had.

Sincerely,

Review: We are currently based in [redacted]. My husband and I only just recently realized that his credit card has been debited for $35/month since Sept. 2013 for a subscription to NYTimes.com that we have never requested nor have used. I did sign up for a one-month trial for a few dollars which I used for two days for a specific task I had at work. I never knew that this one-month trial would continue without further notification from NYTimes or without specific authorization on my part. In my telephone contact with company's 1-800 number today to address this problem, they informed me that there is a fine print statement that after one month the trial becomes full price. My husband does not read English much at all, even less newspapers,, and he did not notice this credit card debit earlier because he assumed that this debit was something related to an International [redacted] subscription that I had some years ago. At my request, the New York Times customer service has cancelled future payments, but they are unwilling to refund us for a subscription that we NEVER used after two days during the trial month period. I am quite surprised and dismayed that a prestigious organization like the New York Times resorts to such tactics to lure in customers and keep them paying.Desired Settlement: We would like to be refunded for the over $700 spent so far with NO service whatsoever actually being consumed on our end. Moreover, I think that the Revdex.com and the general public should be alerted to this practice on the part of the New York Times.

Business

Response:

Dear [redacted], Thank you for contacting The New York Times. As per your request, the subscription was cancelled as of 07/**/2015. When you cancel, we will stop charging your account on the following billing cycle. Each billing cycle is four weeks, so your unlimited access will continue for the remainder of the current four-week period. Afterward, you will still be able to view 10 articles a month on NYTimes.com and read Top News on our apps at no charge, just like any other visitor. When the subscription is canceled, refunds and termination of access will follow the Terms of Sale policy. Prices are in U.S. dollars and are subject to change. Other restrictions and taxes may apply. You may confirm this information by logging in and visiting our Purchase History page: https://myaccount.nytimes.com/mem/purchase_history.html. For more information regarding our refund policy, please copy and paste this link into your Internet browser: http://www.nytimes.com/content/help/rights/sale/terms-of-sale.html#cancel. Please keep in mind that if you wish to re-subscribe later, we have included contact information below. As a one time courtesy I have processed a refund for the last 3 charges on your account. The total amount of the refund will be $105.00 and you can expect to have the refund within 5-7 business days. We would be happy to help you if you need more assistance; please e-mail NYTimes at [redacted] or call ###-###-#### 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] Executive Service Desk The New York Times Connetti gratis il mondo con la nuova [redacted]: hai la chat, le chiamate, le video chiamate e persino le chiamate di gruppo. E chiami gratis anche I numeri fissi e mobili nel mondo! Scarica subito l’app Vai su [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:

Dear New York Revdex.com, With reference to the complaint I filed recently, as requested in your last message I am writing to update you on correspondence with the business involved in the complaint. I am forwarding you here below the message I have received from The New York Times. As you can see, they have announced that they will refund us the last three monthly payments, for a total of $105. In my view, however, even subtracting this figure we still have a total of $665 paid for a service that was never utilized or even intended to be authorized. On this basis, please know that I do not intend to withdraw my complaint. Moreover, I still hold fast to the principle of the unfairness of this practice of offering a trial subscription without notifying/reminding the customer of its upcoming expiration and its automatic conversion to a full-price subscription. Best regards, [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: [redacted] Evening Phone: [redacted] E-mail: [redacted] Please be advised that the refund request has been denied. The customer was informed at the time of purchase that full rate will take effect after the promotion ends. 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 see below for the cancellation policy as outlined in our Terms of Sale. -------------------------------------------------- Please be advised that this complaint was resolved as of 7/*/15. We have confirmed that the subscription was cancelled and informed the customer of our non-refundable policy as outlined in the Terms of Sale. However, as a courtesy, we have issued a refund for 3 months back to the credit card on file. -------------------------------------------------- 2. CANCELLATION AND REFUND POLICY 2.1. Cancellation and Refunds of Digital Subscriptions You can change or cancel your digital subscription at any time by calling Customer Care at ###-###-####. For international customers, please email us at [redacted]. Group Subscription billing cycles and terms of cancellations may differ and are governed by the terms set forth in the Group Subscription Purchase Order. Digital products sold as an add-on to your home delivery subscription, such as Times Premier, may have different cancellation or refund policies. Monthly and 4-Week Subscription When you cancel a subscription based on a monthly or 4-week cycle, you cancel only future charges associated with your subscription. You may notify us of your intent to cancel at any time, but the cancellation will become effective at the end of your current billing period. Cancellations are effective the following billing cycle. You will not receive a refund for the current billing cycle. You will continue to have the same access and benefits of your product for the remainder of the current billing period. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future. Annual Subscription If you cancel an annual subscription within the first 11 months of your subscription year, your access and other benefits will end immediately and you will receive a refund prorated to the day. If you cancel in the final 30 days of your subscription year, the cancellation will not take effect until the end of your current billing period. Your access and privileges will continue to the end of the current billing period, and you will not receive a refund. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future. Changes to Content or Access We reserve the right to make changes to our digital products at any time. If we temporarily reduce or eliminate the charge for content or access that you are currently paying for under different terms, you will not receive a refund. Cancellations by Us We reserve the right to suspend or terminate your subscription or product for any reason, with or without notice and without further obligation. You will not be entitled to a refund in these circumstances. If any or all of our digital products are temporarily unavailable, you will not receive a refund. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future. Best Regards, [redacted] Customer Care Advocate The New York Times § [redacted] (T) ###-###-#### § (F) ###-###-#### [redacted]

Review: I called and cancelled my monthly digital subscription to the New York Times in the beginning of March 2014. I was told everything was all set and my account was cancelled. Note that the only way to cancel your account is to call them, so there is no paper trail. One month later, I was charged again. I called the Times to correct the situation and I was told they could not refund me, and "there was no proof" that I had called previously to cancel, even though I had. They told me I wasn't in the system for cancellation. They didn't perform the cancellation services correctly and charged me again, but they tell me it's my problem because there's no proof, so you have to pay this anyway.Desired Settlement: I would like them to refund my credit card and correctly cancel my account. Then they should discontinue deceptive billing practices in order to make a few extra dollars off unsuspecting customers.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

Daytime Phone: [redacted]

E-mail: [redacted]

Please be advised that this complaint was resolved as of 4/**/14. We have refunded $15.15 as a courtesy and informed [redacted] 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: To whom it may concern:

I was given a gift of the Sunday New York Times by friends. This was to be for a limited time. When they discovered that that limited time had passed and they were still being billed they made multiple calls to try and stop it. After lengthy calls they finally got the billing taken off their account and stopped the delivery.

However, the delivery did not stop. I made repeated calls to the NYTimes but was initially unsuccessful in getting some one to understand what was happening and stop delivery. Finally, I got the delivery stopped. But then I was being billed for papers I never ordered nor did I authorize any payment.

More calls were futile.

I read a great article in the NYTimes about this very issue. These type of accounts that are easy to initiate( especially online) and then impossible to stop without much frustration repeated phone calls, etc. There is no way to stop the delivery via ones online account. This to me is a type of scam which needs to be addressed through The Revdex.com or Consumer Advocacy Groups.

I repeat. I never, never ordered the paper nor did I ever, ever authorize payment to be made.Desired Settlement: Drop unauthorized charges. 34.77$

Business

Response:

New York Times Account# [redacted]

Please be advised that this complaint was resolved as of 4/**/14. We have removed the $34.77 to reflect a zero balance and informed [redacted] of the resolution.