ComplaintsforSan Francisco Chronicle

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I subscribed to the San Francisco Chronicle on 7/19/24 with a 3-month promo. I called to cancel within 2 weeks. On 10/21/24 I saw that my credit card was charged for the renewal at $19.96.I called on 10/25/24 and they said they saw I called in in July 2024 but that I had decided to keep my subscription, which was incorrect. He said he would reprocess for a full refund within 7-10 business days and gave me a confirmation code of 1809. As no refund was issued, I called on 11/12/24 and the representative said that it would be processed within 7-10 business days the month AFTER canceling. He said I would see the refund by 11/15/24. I have seen no refund and at this point am exhausted from calling.

  Business response

  11/19/2024

  Hello,

  Thank you for contacting the San Francisco Chronicle. I apologize for the difficulty with receiving your refund.

  I've manually issued the refund o $19.96 back to the card on file. The refund was delayed due to the option not being verified by the agent you spoke with. I assure you that we are reviewing this matter and coaching the agent to prevent any future mistakes. If you have any other questions, please feel free to let me know and I would be happy to help. Thank you!

  Regards,

  San Francisco Chronicle Support

   

  Customer response

  11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  11/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  SF Chronicle: makes you jump through many hoops just to cancel an account. the use of the third-party company "Media First" handles that interaction. The representative ***** and ****** I had to interact with were very rude and unprofessional. i made the request during our exchange to be addressed as ****. ***** informed me " I will call you whatever I like". 11/08/2024 @ 10:53am. ***** refused to cancel the account. He informed me that to cancel the account i had to pay to have it canceled. instead of them being professional and canceling the account I will instead contact my bank institution and get a new card, so I won't be charged anymore. They also refused to discuss refunds for the charges I received.

  Business response

  11/11/2024

  Hello,
  
  Thank you for your update regarding your account. According to our record, the subscription was successfully cancelled on 11/9/2024 and there is no balance that requires to be paid. In regards to the refund, the most recent charge was cancelled and no payment was taken.
  
  The reason the cancellation process was not smooth was because the subscription was automatically renewed on 11/4/2024 since the subscriber was on automatic payments. Because of this, the next possible cancellation date would have been at the expiration date of that renewed period, which would have been around the start of December. This was the main dispute of the subscriber which we can fulfill, but it required approval from the agents supervisor, which resulted in the delay and caused frustration.
  
  We will be reviewing the call and coaching the agent on this matter. If you have any other questions, please feel free to let me know and I would be happy to help. Thank you!

  Regards,

  San Francisco Chronicle Support

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up from a digital subscription in December of 2023. I later called in to the San Francisco Chronicle on the approporiate number to cancel the service in June 2023. I continue to be charged for the subscription after canceling. After the most recent charge on 11/7/24, I called SF Chronicle again to cancel. They said it has now been canceled but refusing to provide any additional confirmation of the cancel. They also indicate in my June call in that I agreed to continue the service, which is a complete lie and fraudulent act by the company.

  Business response

  11/07/2024

  Hello,
  
  Thank you for contacting the San Francisco Chronicle.
  
  I can confirm that the subscription in question is scheduled to be cancelled at the expiration date (12/5/2024) and will no longer be renewed. I also have information that the account was requested to be cancelled in June 2023, but the record also shows that the customer agreed to continue the subscription at a lower rate
  
  If you have any other questions, please feel free to let me know and I would be happy to help. Thank you!

  Regards,

  San Francisco Chronicle Support

  Customer response

  11/10/2024

   
  Complaint: 22525516
  
  I am rejecting this response because:  As this is for a few dollars, I will accept the 12/2024 subscription expiration; but for the record and your internal review, I DID NOT AGREE TO CONTINUE SERVICE DURING THE 6/2024 CALL. It was a call to cancel as I was not using the subscription at all and I had zero use for the subscription.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  10/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Over the last year and beyond we have called the Chronicle automated number numerous times to report delivery problems, namely that we did not receive a paper or the paper was wet or damaged. Today was a new one; we received a ********* newspaper instead of a Chronicle. I called the automated number to report the delivery issue and the recording stated (as usual) that we would receive a replacement paper by "end of business" today. It also said that if we haven't received a replacement within two hours to call again. It is 5:00 PM and we've received nothing, and this is exactly the case with the numerous other times we have had delivery problems. All other times I've called back after two hours and still we did not get a replacement paper. I have also used the email option three times (1/21/21, 2/19/24, and today); the first two times I did not receive a response at all and this third time I'm waiting to hear back but honestly do not expect a response. This is so frustrating and really is not good customer service because there is no accountability from either the Chronicle or the delivery person. What we would like is to talk to a real person because then we potentially would have more options that offer permanent solutions to these ongoing delivery issues. In other words, the automated system does not solve the problem and therefore these issues will just keep happening. It feels like we are just expected to accept the status quo. Isn't the Chronicle interested in improving service and maintaining customer relations?

  Business response

  10/30/2024

  Hello,
  
  Thank you for informing us about the delivery issues you have been experiencing and I apologize for the trouble with your subscription.
  
  I have notified our area supervisor regarding the problem with delivery and contacted the carrier to help prevent missed papers moving forward. In regards to contacting customer service, I would still highly recommend calling our ************** line to report any missed papers because this allows us to keep track of your account history and maintain accountability with your carrier.
  
  In addition, Ive credited the account for 2 weeks of service for the delivery issues. Please let me know if there is anything else I can assist with. Thank you very much!
  
  Regards,
  Customer Service Escalation Team

  Customer response

  10/30/2024

   
  Complaint: 22490176
  
  I am rejecting this response for several reasons: It doesn't address a crucial part of the issue, that we never receive a replacement newspaper for missed, damaged, or wet papers, or in the case of receiving a different paper such as ********* or Wall Street Journal.  This response also fails to address the frustration we feel when we do not receive responses to our emails, does not offer an explanation as to why a major organization cannot manage to respond to customer emails, and does not offer the ability to have a real dialog with a human customer service representative in order to talk through the issues and arrive at a satisfactory conclusion.  The offer of two weeks credit is gracious, but does absolutely nothing to guarantee that we will receive what we pay for in the future.  Finally, the Chronicle response advises us to continue reporting issues on the 800 number, to maintain a record and be able to hold the carrier accountable; however, as we have called the 800 number many times, as well as unsuccessfully attempted to get support via email, we view this advise as untrustworthy and placating.  In summary, the issues have not been addressed in a way that would lead to a permanent solution. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Chronicle continues to bill me despite my notification that I never asked for digital subscription services. I paid a prior bill because I was told by their customer service line that I could continue to refuse to pay but that I owed the money and they would pursue payment.

  Business response

  11/05/2024

  Hello,

  According to our records, the customer's subscription was stopped on 10/31/2024 and the refund of the remaining balance was sent back to the card on file. Currently, there is no outstanding balance or past due amount on the account. If the subscriber is still receiving solicitation calls, please notify us of the phone number she was contacted on and we can issue a "Do not call" tag on her information. Otherwise, no further action needs to be taken on the account.
  
  Please let me know if you have any other questions or concerns and I would be happy to help. Thank you!

  Regards,

  San Francisco Chronicle Customer Support Team

  Customer response

  11/05/2024

   
  Complaint: 22464884
  
  I am rejecting this response because: the business did not address my concern. I know I have no balance because I paid what they charged me for to avoid having any collection action. They billed me for a service that I had cancelled in 2023. 
  this is a trend with this business. Their response is ridiculous 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cancelling the chronicle is almost impossible with long phone delays and heavy sales pressure. This is very inconvenient and takes a lot of time for consumers. It should be reported to the ** and the public how it is almost impossible to cancel and major hassle. For those reasons please let people know as I would never have signed up if I knew how painful they make cancellations.

  Business response

  10/07/2024

  According to our records, the subscriber was actually able to submit a cancellation request on 9/25/2024 by speaking to our customer service representative. The subscription is scheduled to stop on the expire date of 10/19/2024.

  Please let me know if further information is needed. Thank you!

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 08/20/24 I was contacted by ************ at 9:39a, 4:09p both of which I declined, and then they immediately called me back in which I answered. ***** told me he was calling from SF Chronicles, and that I owed money. Thats impossible, because I dont have an account with *********************. I told ***** to cancel my account, and very clearly told him I do not authorize any charges to my card. ***** **** up on me. I called back immediately to ensure my request to cancel my account was honored, and that my card would not be charged any further. I made it VERY clear they were NOT authorized to charge my card. ***** assured me the acct was canceled and I wouldnt be charged any further charges. I woke up today to an attempted charge from SF Chronicles, which prompted me to check through my account, where I found a charge on 9/14 for $11.96. I called the number that ***** called from where I found out ***** doesnt have the ability to cancel my account. I was given the number ************ to call. I was asked multiple times why I dont want the subscription like no answer I gave them was good enough, told they could cancel my account if Id accept a 99 something subscription, and told my account was in arrears for $3+, and that Im not able to get a refund. I told them I do not want any subscription with them, a company who has clearly lied to me multiple times, and was then offered it at least 4 more times. I finally got he acct in my name canceled, and was told by ****** he would process a refund for me today. Thankfully Im able to prove with home security footage, call logs, etc., that I was very clear they are not authorized to charge me or I dont think Id have gotten my money back. That is theft. Theft from a company on a citizen. Unacceptable and this needs looked in to, and their staff retrained. If I do not have my refund in 7-10 bus days (9/30/24) as promised, I ask for a full refund and a formal apology from the company. Have some integrity as a business.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just signed up for the 6mo/ $.99 promotion digital subscription of the San Francisco Chronicle. Entered all info including credit card info. Card was charged and I received an email confirmation that I'm now a subscriber. However, I'm not getting access to the articles. It says I need to subscribe and be charged again. Now, that I want to cancel, the two phone #s listed for canceling service keeps asking that I provide my apartment/bldg # in order to bring up my subscription. Since I was never asked that information when I initially subscribed, they can't bring up the account and then they hang up. I WANT TO CANCEL THIS SUBSCRIPTION. PLEASE HELP

  Business response

  09/12/2024

  Hello,

  According to our records, the subscription was cancelled on 9/8/2024 and a refund of the remaining balance on the account was issued. Please let me know if anything else is needed and I would be happy to assist. Thank you!

  Regards,

  San Francisco Chronicle Customer Service Team

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a promotional offer for the San Francisco Chronicle in December. They have a practice where they do not notify subscribers of upcoming payments or even that a payment was made. Since then I have experienced 3 charges for $16 in June, July, and August that I was unaware of. I cannot think of a single bill I have where I am not notified with an email before a payment is made on autopay. This is the practice of all mortgages, credit cards, the *** **** *****, etc. They are preying on people by hoping that their charges go unnoticed. While that may be in their promotion terms and conditions, it is a vile practice. I would like a refund and for them to change their policies so that other people are not wronged as well.

  Business response

  09/11/2024

  Hello,

  The most recent renewal notice that Ms. Wall was sent is to inform her of the rate increase on the account. We will go ahead and issue a refund of the amount requested back to the credit card that was most recently used. The refund can be expected within the next 10 business days, as per bank standards. Please let me know if there is anything else needed and I would be happy to assist. Thank you for your help with this customer.

  Regards,

  San Francisco Chronicle Customer Service Team

  Customer response

  09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Megan W*** ****

• Initial Complaint

  07/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I subscribed to the San Francisco Chronicle around June 20 for the Sunday delivery. I have not received any papers in four weeks. My son calls and all he gets is the runaround will send it to a delivery supervisor and will call you back and never hear anything back from them and it’s been like this for four weeks we just get the runaround and there’s no resolution nothing I’m whining. Is my paper delivered on Sundays for the San Francisco Chronicle.

  Business response

  07/15/2024

  Hello Bryan,

  Thank you for your feedback regarding your experience with the San Francisco Chronicle. I sincerely apologize that you did not receive your paper during the time that your subscription was active. Our delivery team made multiple attempts to resolve the issue with the carrier, but that wasn't able to be resolved within a satisfactory window of time. As such, we have processed your request to stop the subscription. We are refunding your payment in full of $40.00. Please allow 7-10 business days for the funds to be returned to the credit card used for the purchase. Thank you.

   

  Regards,

  San Francisco Chronicle

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩