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BBB Accredited Business since

Sun-Times Media

Phone: (312) 321-3000 Fax: (312) 644-4519 View Additional Phone Numbers 350 North Orleans  10th Floor, Chicago, IL 60654 View Additional Email Addresses http://www.suntimes.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Sun-Times Media meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Sun-Times Media include:

  • 39 complaint(s) filed against business

Factors that raised the rating for Sun-Times Media include:

  • Length of time business has been operating
  • Response to 39 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

39 complaints closed with BBB in last 3 years | 15 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 4
Delivery Issues 7
Guarantee/Warranty Issues 0
Problems with Product/Service 22
Total Closed Complaints 39

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Sun-Times Media
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: September 01, 1926 Business started: 03/01/1926 in IL Business started locally: 03/01/1926
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Mary Alltop, Director Mr. John Barron, General Manager Ms. Nicole Holtzmann, Vice President Business Development Mr. Jim McDonough, Corporate Counsel Ms. Monique Theogene, Manager -Customer Service
Contact Information
Principal: Ms. Mary Alltop, Director
Business Category

Newspapers Newspaper Publishers (NAICS: 511110)

Alternate Business Names
Chicago Sun-Times

Customer Review Rating plus BBB Rating Summary

Sun-Times Media has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 350 North Orleans
    10th Floor

    Chicago, IL 60654 (312) 321-2897 (312) 321-2538 (312) 321-2372 (312) 375-4176

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/20/2016 Delivery Issues
4/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribe to home delivery. The suntimes is not delivered to my house. Most of the time it is delivered to my neighbor. Today, they are refusing to deliver a newspaper for no reason. When I call, they promise that I'll get a paper and then NOTHING happens.

Desired Settlement: Since I have had problems like this for years, I would like a credit on my subscription of at least a month and a new delivery person to deliver my paper accurately and timely. Also, the delivery supervisor should lose his job since he cannot resolve a simple problem over many years.

Business Response: I have researched the customer's account and found that he has only has 1 complaint on his account the last complaint was in 2014. If the customer has been having other issues and complaints he has not been calling in to let us know about it. He has gotten credit for the missed paper on 4/7/16. I feel that we do not owe him any credits based on the complaints on his account.

3/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Sun Times enlists high-school kids to sell subscriptions in exchange for college scholarships. The Sun Times automatically renews the subscription. The kids are told that subscriptions may be canceled online or by telephone. The Sun Times advertises on its website that you can contact them for assistance online. I tried several times to cancel my subscription by emailing the Sun Times in very clear terms. In that email, I told the Sun Times that it was no longer authorized to bill my credit card. They refused to cancel my subscription and billed me another month. I tried again to cancel my subscription by email. The Sun Times again refused. I called them several times, listened for several minutes to their automated service, and on the last try got through to an agent. Then they refused to cancel my subscription unless I answered several questions.

Business Response: I have looked into this customer's complaint and I do see where he was emailing our customer service team and they had asked the customer to call our 800 number so they could talk to him and he would not call us back. I have refunded the last payment of $18.99 back to customer's credit card today.

3/1/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted the Sun Times to deliver my paper I was missing and they have not done so. I am missing a newspaper from Thursday, February 18th. I paid for this paper and I want it. I am really tired of this delivery problem I am having with them. I don't want a credit on my account. I WANT MY PAPER DELIVERED THAT IS MISSING. It is sad that I have to go to the BBB to get anything done. Maybe they don't care about my business.

Desired Settlement: I want my paper from Thursday, February 18th delivered immediately. I want a manager to call me and tell me why I keep having these problems receiving the papers I have paid for. I don't want any more excuses. I am tired of this on going problem.

Business Response: I will follow up with the customer and normally a missed paper needs to be called in before 10 am, if the customer calls after that time frame we credit the account. We typically do not mail out a paper but just this once I will mail the customer the missed paper. I have reviewed this customer's account and she has only 1 missed paper this month and she has 2 in December, so I don't see an ongoing problem with her deliveries.

3/1/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Sunday only deliver of Suntimes on 1/22/16. My first paper was to be delivered on 01/31/16. I did not receive the paper so I called. I did receive the paper later. 2/07/16 I did not receive a paper so I called again but it was after 11am and could not receive a redelivery, but was given credit. 2/14/16 did not receive paper again and had to call and paper was redelivered. I spoke to Supervisor-****** and she assured me that the problem would never happen again. 2/21/16 never received paper again and called. Spoke to Supervisor-***** who assured me my paper would be redelivered. I have had to call every Sunday since I started this subscription which is unacceptable.

Desired Settlement: I want my papers delivered every Sunday without my having to phone in to get it delivered.

Business Response: I have escalated this problem to the distribution center and have let them know about the customer's issues. I will follow up with a phone call to make sure customer gets her Sunday paper going forward.

Business Response: I sent the escalation immediately and was informed by the distribution team that this would be taken care of. I am so sorry customer was not contacted but I will personally contact the customer on Monday (2/29/16) to assure that we are doing all that we can to correct this problem

Consumer Response:  
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,

******* *******

2/13/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We originally made a complaint because of having delivery problems(**********. My father in law received a call from someone to follow up on this problem and for the next couple of weeks had no problems. On Thursday, Feb 4th the paper wasn't delivered and Saturday Feb 6th the paper again wasn't delivered. This morning(Sunday Feb 7th) the paper was delivered after 8:30am and whoever delivered it didn't get it to the porch area which was another complaint we had. We aren't asking for anything more than just to get the product that we are paying for. There is no reason why we should have to continuously have to complain by email or calling in because of not receiving the paper.

Desired Settlement: We would like to have the paper delivered on the porch on a daily basis which we are paying for. The account to be readjusted for these other non delivery days.

Business Response: I would like to work directly with Mr. ***** to resolve the delivery concerns, as I am unable to locate the subscription account in our system. Mr* ***** is welcome to call me directly at *** *** ***** **** ******* Director - Audience Development

Consumer Response:
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,

**** *****

1/29/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered the Sun Times for my father in law (******* ******** in early 2015 but had delivery issues every other day and cancelled within a couple months because not receiving the papers daily. The Sun Times contracts out their customer service to South America and there is a huge communication problem. The only response ever given is that they will credit a day to our account. We spoke to various people who claimed to be supervisors and managers. We were told right after cancelling that the account would be notated and if we ever decided to come back then we would come in at a lower rate. This adventure finally came to an end in Sept 2015. In January 2016 after receiving various emails, we decided to give the Sun Times another try. When i called in to start the subscription i asked them to check the account but was told there was no notes on the account about how bad the service was. We signed up anyways and have been having problems again. We weren't told the exact day that the delivery would start. I called in on 1/13/16 to see what was going on and was told that our renewal date was 1/9/16. I explained to customer service that we had not even received a paper yet and that date needed to be changed but more importantly we wanted the paper to be delivered. The paper was finally delivered the next day. The day after that was not delivered and when i called in, i was told that the replacement paper would be delivered within 90 mins. Later that evening i called back in because the paper still wasn't delivered and the rep i spoke with said that they would credit us for the day being missed. I explained to her that i was supposed to have a replacement paper and wanted to know what happened. She kept saying she didn't understand but would credit me the day. I was so frustrated at that point that i just hung up. Now it is 1/16/16 and the paper wasn't delivered again.

Desired Settlement: I would like to have the papers delivered EVERYDAY since that is the service that we are paying for.

Business Response: I have contacted the distribution center on the customer's complaint and have requested a paper be delivered every day going forward. I will give the customer a courtesy call to make sure he is getting a paper. I will also make sure he gets credit for all the missed papers and give him a 2 week good will credit for the inconvenience

1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my subscription over eight weeks ago. I'm still waiting for my $195 credit. I've called numerous times and all I get from their customer service is that it's "in process". It can't take 8 weeks to be processed. I called again yesterday and spoke with a supt. and she said she would look into it and someone would get back to me with an answer yesterday. I'm still waiting for that call. They said it's their policy to take at least 4 weeks for refunds, I've wited teice that.

Desired Settlement: Credit issued to my credit card

Business Response: This refund was processed on 1/4/16 and it should be back on his credit card. Customer needs to check with his credit card company. I can provide him with a refund receipt.

Consumer Response:


Complaint: 11024985

I am rejecting this response because:

Sincerely,

Pat ********

 

I've heard this twice already. I want to see the credit receipt

12/31/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I did not receive the Chicago Sun-Times newspaper today. I called and spoke to someone named ******* in their Customer Service Dept. who told me he cannot replace my missing paper. I asked for a supervisor, but he said it would do no good. I told him I would report the paper to the Better Business Bureau. They could have easily replaced my missing paper I paid for, but refused to.

Desired Settlement: I want my Chicago Sun-Times newspaper for today,Sunday December 20, 2015, delivered immediately. I want to know why this company refuses to take care of their customers when there is a problem. I paid for this paper and I want it. The Sunday paper is the most important one.

Business Response: The account was credited for their missed paper if a customer calls after 10 am there is an automatic credit for the newspaper no re-delivery can be processed if a customer is adamant that they want the paper we can try to reschedule the missed paper the next business day but the customer has to request it. I don't know if the customer went to purchase a paper at the store it does not state on his complaint but I do see a $4.00 charge on his complaint, is that the credit the customer wants for the missed papers. Please advise.

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid in advance for a home delivery subscription to the Sun Times. At best, the deliveries have been few and far between. I have asked to the Sun Times to either make the Deliveries or refund my money in full. So far after many many Phone calls, Neither request has been honored

Desired Settlement: either make full delivery or give a full refund

Business Response: I have reviewed the customer's account and found that he was given an 8 week credit for missed papers and also as of 11/27/15 there have been no more complaints on this account. I am assuming the customer is getting his paper. I will give the customer a courtesy call to see if the delivery service has improved 

12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribe to the Chicago Sun-Times and have it delivered 7 days per week. For years I have been having delivery problems, late nearly every day, many days the paper doesn't show up. I have made over 100 complaints, but my delivery problems continue. Just today- no paper at all, again.

Desired Settlement: Replace my paper delivery carrier. I suggest the Chicago Sun-Times give my carrier a different route, that does not include my home in their delivery route

Business Response:

CST does not have control over the carrier it is our contractor who will have to make the change. I can forward this information over to distribution and

they can let the carrier know that there is a complaint about his delivery and probably give him a warning.

12/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 10/01/2015: We received a renewal notice (dated 09/28/2015) from the Chicago Sun-Times. Our Account number is ******. On 10/24/2015 we talked by phone with agent "****" at 9:30 a.m. discussing the 37% increase in the subscription price. Our subscription expiration date is 11/12/2015. "****" could not negitiate a lower subscription fee. Prior to 11/12/2015, we talked to agent "*******." We clearly told him that we were not renewing the subscription. After the expiration date, Chicago Sun-Times continued, without our authorization, three additional deliveries (11/16/2015, 11/18/2015. and 11/19/2015. On 11/19/2015 we contacted agent "******", who informed us that it is Sun-Times policy to continue the subscription for a 21-day grace period, for which we are to be billed. We then spoke with agent "*****" telling him emphatically that we were not paying for the additional three days of delivery. On 11/23/2014, we received a final notice from the Sun-Times, dates 11/20/2015, stating a balance due of $3.33 We contacted agent "******" to cancel this balance, she would not. The renewal notice we received does not include any mention of a subscription grace perio; a reasonable person would assume that delivery would stop after the expiration date.

Desired Settlement: We request a billing adjustment reflecting no balance due.

Business Response: I have reviewed the account and have waived the past due balance of $3.33. 

Consumer Response:
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,

****** *****

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sun Times keeps sending email issues to phone of someone who is deceased. Have been trying to stop it for 5 weeks-they cannot or will not.

Desired Settlement: STOP sending email issues of Sun Times to someone who has died.

Business Response: Initial Business Response /* (1000, 5, 2015/09/16) */ I just became aware of this issue yesterday and reached out to the consumer immediately. We were able to speak on the phone this morning, at which time I was able to determine the source of the emails. I have asked the marketing department to discontinue all emails to this email address. I apologize for the inconvenience and delay in getting this resolved.

9/14/2015 Problems with Product/Service
6/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Chicago Sun-Times Home Delivery Account #XXXXXX I have been experiencing a severe decrease in the level of service that I have been used to from The Chicago Sun-Times. This year, I have had to call repeatedly for undelivered papers. Most recently, on April 19th, I received the Daily Southtown instead of the Sunday Sun-Times. Their resolution??? Send me two Monday April 20th Sun-Times. On *** 9th and 10th, I received wet papers and never received replacements, being promised a credit to my account for *** 10th. Reported third consecutive day of wet papers on *** 11th. On *** 16th, despite the automated hotline stating at 9:34am I would receive a new paper for the wet one I received, I did not. Called again at 11:54am and ******** said I would receive a credit and a new paper. Still never got that paper. Today again (*** 24th), woke up, found it raining lightly out, went to pickup my paper and it was single bagged, torn down the side, and soaked to the point that you couldn't separate the pages. Called hotline at 8:30am. No new paper arrived. Called again at 10:15am and "Victor" said it takes 90 minutes for the replacement paper to arrive. When I said it had been longer than 90 minutes, he said he'd credit my account. Is it that hard to double-bag a paper to protect it from the elements? I NEVER had this much trouble with a newspaper before and I grew up reading the Sun-Times. My husband delivered papers as a preteen with more consideration than the Sun-Times drivers do. I have contacted the Sun-Times via their e-mail: ***************@suntimes.com and the one they referred me to in one my many e-mails: *******@suntimes.com Via those e-mails, I have communicated with ************************* and ************ and get the same generic responses over and over again, such as: "We sincerely apologize for the disruption in service you have experienced with your subscription. We are actively working with our delivery specialists and the carrier's supervisor to correct this issue as soon as possible." or "We appreciate the time it took to report this issue and will advise the carrier of the error." But, I don't think anyone ever follows up on the issue at hand, as the same problems are happening over and over again. Both reps on the phone and via e-mail remind me of my complimentary online access to the Sun-Times newspaper. That's great and all, but the site is full of ads and surveys and I really just want the NEWSPAPER in print - delivered intact and dry to my home, via the service for which I have paid.

Desired Settlement: I am seeking to finish out my current subscription year with CORRECT and DRY newspapers that arrive to my house EVERYDAY!!! If this is beyond the realm of possibility, then I will cancel my subscription and demand a refund of my remaining balance!!!

Business Response: Initial Business Response /* (1000, 5, 2015/05/29) */ This concern has been escalated to the Sun-Times' delivery contractor's management for immediate resolution. Sun-Times has extended the subscription by 2 weeks as a form of apology for the poor service. The subscriber is welcome to contact me directly if issues are not resolved. ************ *********************************** Director of Audience Development/Customer Care. Thanks! Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just out of curiosity, is this two additional weeks added onto my already existing subscription period IN ADDITION TO all the days that have already had to be "credited" to my account? Can The Sun-Times provide me with the new date that they have my subscription extended to, so that I can compare it to my billing statement? If it indeed shows that they have accounted for all my "credited" days for missed/damaged papers, plus this two weeks, then I will know it's not just another generic "sweep it under the rug" reply and accept their response. Final Business Response /* (4000, 9, 2015/06/09) */ Our records indicate you have reported 10 missing or wet papers since your last payment. You were originally credited for 6 of those indicating 4 of the papers was eventually delivered or replaced. I have now credited you for 4 more papers under the assumption that none of the replacement papers arrived. That results in credit for every missed/wet paper reported since your last payment. An additional 2 weeks extension had been added to your account, resulting in an expiration date of 9/10/15. Final Consumer Response /* (2000, 11, 2015/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the promise of extended credits as compensation for all of the papers I was unable to enjoy either due to never having received them or their being damaged. Hopefully, The Sun-Times will follow thru with this extension and, more importantly, the delivery issues I have been experiencing will no longer occur. Thank you.

5/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First, I would like to have this complaint published. My father (************) Purchased the sunday Sun-Times paper for me as a gift account number (XXXXXX). I have not recieved a paper in at least 3 months or so. I did not ask him about it, since his health is failing. Then in late april. I recieve a bill for services, that I havent recieved in ages!! the bill also stated that hte account expired on 4/05/2015 Both myself and my father were taken advantage of

Desired Settlement: All I want is those months of the sunday sun-times papers that I did not recieve.and the amount of three dollars nulified, with a zero balance

Business Response: Initial Business Response /* (1000, 5, 2015/05/15) */ Contact Name and Title:********* customer service Contact Phone: cXXX-XXX-XXXX Contact Email: *******@suntimes.om This customer says this was a gift to her from her father but there is not 1 complaint on the account about not getting the paper, if she would have called to let us know she was not getting the paper we could have fixed the problem but unfortunately it is too late. I have already zeroed out the balance of $3.00. The only thing I can do is give the customer 1/2 the money her father paid which is $13.00 because he paid $26.00. Initial Consumer Rebuttal /* (2000, 7, 2015/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I previously filed a complaint in October 2014 but the resolution in November was a lie and not followed thru with the company. Previous case # XXXXXXXX. In the previous case, I was told to contact her (*************** XXX-XXX-XXXX)the supervisor/ manager if I had ANY future problems. She advised that I would get a new carrier and that I would get my paper on time all the time. Those were both lies. I have called ******** on various occasions and she NEVER has answered nor returned my call. She is just as bad as the mail carrier. I pay for a service that is to be delivered no later than 6:30am yet it is always delivered after that time. I leave my house at 6:30am to catch a train and would like to read my paper on the train. This is a Chicago based company yet my information is sent overseas. I also feel I am at risk for my personal information being misused. Previous & Current Complaint Details I have had the Chicago sun times delivered to my house for ten years. Since 2013 a new delivery person has been assigned to my route. Since this change I have had nothing but problems. From *** 2014, day after day I have repeatedly called about not receiving my paper or receiving two or three hours after it should be delivered . I called and was told that if my paper is not here by six thirty five I should call and complain. Well needless to say the problem has worsened. In Mid July or August 2014 I called to complain and three hours later the newspaper carrier left a voice mail on my house phone asking "why are you calling and saying you did not receive your paper" and that I was lying and for me to stop calling. I called up the newspaper and asked how a carrier had my number and they said that she should not of had it. Then after I called, another carrier called my home phone and spoke to my husband and told him every time we call they lose ten cents a paper. And for us not to call. I am concerned that the Sun-Times is releasing personal information to their carriers. There *** be breach in security as they advised the drivers should not have personal information. Then I called to complain again and I received a call center which was clearly not in the US. I asked where I was calling and the representative advised Central America. I than asked to speak to someone in the US as he loudly was talking over me and said in very bold voice "HAVE A NICE DAY" and then hung up on me. This has gone too far. How do carriers have my private number and call and leave messages on my phone and every time I call the problem worsens. SO this is not right for the consumer that these people just don't care and my privacy has been invaded MY phone number is private and if a supervisor from the sun times office wanted to call that is different. These people are down right bold I am paying for a product that I either don't receive or receive three hour s after the fact. I am reporting this to the BBB as I have tried to resolve the issue several times directly with the SunTimes but receive no resolution nor effort to resolve my issue.

Desired Settlement: I did not request any monetary resolution but at this time I am looking for a refund for the previous year as well as one year of free service.

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ I have contacted the delivery contractor management, who assures me that management will oversee delivery to see that it is timely (delivered by 6:30a Mon-Sat, 8a Sun). I have switched this subscription to "complimentary" status so there will be no charge to the customer for a period of time so we can assure that delivery is satisfactory before we resume charging for the subscription. Initial Consumer Rebuttal /* (3000, 14, 2015/04/24) */ how is this issue closed indicating that I did not respond. You have my response listed as additional info received from the company which is wrong. The response I provided was lodged incorrectly and I still await a response on this issue. My response from 03/27/2015 *********** from the SunTimes contacted me via email indicating that my account will remain on complimentary status for two months to give the delivery team a chance. I have given the delivery team almost two years to get this right and they have not done so. This is an unacceptable response. I have several concerns that I have addressed an****** did not even address my main concerns. The fact that my information was available to a driver is a major concern as well as the driver contacting me to tell me to stop calling because it costs them money. I find the response completely unacceptable****** needs to reevaluate my complaint and concerns. Final Business Response /* (4000, 16, 2015/04/27) */ I would like to address any and all of your concerns. Please let me know about the following: Delivery Service: Has is improved to your satisfaction? Do you want to continue delivery? Carrier message to you: This is unacceptable and has been reported to delivery contractor management. Carrier having access to your phone number: I am not sure how the carrier obtained your number, but I do see that your phone number is easily obtained via an internet search. Carriers occasionally will call subscribers to rectify delivery issues, which is helpful. The carrier who called you, however, provided an unacceptable response, as mentioned above. Delivery contractor management has been notified. If there are any other concerns I have not addressed, please let me know. Thank you.

3/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I no longer am interested in having the Sun-Times delivered to my house. On March 14th of this year (XXXX), I called the Sun-Times subscription telephone number at XXX-XXX-XXXX. I was told after my request to end my account, that my account would be cancelled, and at that time I would owe $1.78. And that the deliveries would end. But the newspapers continued to be delivered. So on the 17th, I called again and told them that the newspapers were still being delivered. I was told again that they (the person I talked to) would follow up my complaint and have the deliveries stopped.But they continued. In fact on the 21st I got 2 deliveries, one in the morning and one in the afternoon. The one in the afternoon included and note saying they were sorry for "your missed paper"!!!!!!!!! So I called again on the 21st, ( my 3rd time total), to again complain. I was told by someone by the name of Rick that he would "escalate" the complaint. He was VERY brief!! So today is the 23rd of March, about 9 days after my first complaint, and the deliveries are still being made. All I want is for the deliveries to stop, and to owe no more that the $1.78 bill that I was told I had on the 14th. Also If I am out of town, I don't want any papers piling up in my drive way!!

Desired Settlement: the small bill that I owe, only is what I should be billed if any!!!

Business Response: Initial Business Response /* (1000, 5, 2015/03/24) */ Contact Name and Title:******** customer service Contact Phone: XXX-XXX-XXXX Contact Email:********************* I need more information on ****** *******, I have about 100 in the computer I need an account or address to find out what is going on with his account. Initial Consumer Rebuttal /* (3000, 7, 2015/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it incredible that this******** person doesn't have ANY pertinent information on me regarding this complaint. I received a call YESTERDAY at 2:42pm from the Suntimes @XXX-XXX-XXXX, the person who came across to me as not too professional, ask me was I having trouble with "NEWS"!!! Not with delivery, not with reading the SunTimes, but "NEWS"!! So I know for a fact that someone at the Suntimes knows about who I am, and where to contact me. So now I am told by this incredible "service rep", that they don't know who I am!!!?? So now I am at square one, where I originally called the Suntimes on on March the 14th, March the 17th, and March the 21st to cancell my subscription!! And this person can't find ANYTHING about me!!! INCREDIBLE!!!!! ATTN:******** SunTimes Customer Service MY NAME IS: ****** ******* MY ADDRESS IS: XXXXX************************ MY ACCOUNT NUMBER IS: XXXXXX I sincerely hope you can NOW decipher me from all the others!!! OH my name is ****** ******* Final Business Response /* (4000, 9, 2015/03/30) */ I was able to locate ****** ******* with information provided. The account has been cancelled and I will waive any balance dues for the customer's inconvenience. Just an FYI the last failed stop was recorded on 3/21/15 if customer got the paper after this date it was not recorded.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I CONTACTED CUSTOMER SERVICE VIA EMAIL SEVERAL TIMES IN January 2015 TO CANCELED MY SUNTIMES SUBSCRIPTION AND ASKED THEM NOT TO DEDUCT ANYMORE MONEY FROM MY CHECKING ACCT. THEY DEDUCTED $11.99 ANYWAY. PROMISED TO MAIL MY REFUND DEC 2014. I HAVE ALSO CONTACTED CUSTOMER SERVICE VIA TELEPHONE XXX-XXX-XXXX. I WAS TOLD I WOULD RECEIVE MY REFUND OF $11.99 BY WEEK OF JANUARY 28TH. ONE REPRESENTATIVE I SPOKE TO NAME WAS JOSHUA.

Desired Settlement: I AM REQUESTING THE REFUND OF $11.99.

Business Response: Initial Business Response /* (1000, 5, 2015/03/06) */ Contact Name and Title:******** customer service Contact Phone: XXX-XXX-XXXX Contact Email:********@suntimes.com Customer started subscription via the internet, customer set it up on auto payment, customer emailed on 1/07/15 to stop account, no reason was given because she did not give a valid reason a 6.00 cancel fee was taken and left a refund of $6.36 on the account but I will waive the 6.00 and refund the 11.99 back to customer's credit card today.

3/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: account #XXXXXXX. As of today, 3/12/15,********* from Sun times in both chats and emails says "I'll take credit card off auto renewal." HE WILL NOT AND HAS NOT removed because they want you locked in; they raise 12 week rate; unable to remove credit card info on my own.********* says, "I need to remove from my end." HE REFUSES TO DO SO. H-E-L-P !!!

Desired Settlement: 1)removal of credit card info 2) OFF THEIR AUTO RENEWAL PLAN 3) mailed invoices instead:if we continue to subscribe !

Business Response: Initial Business Response /* (1000, 5, 2015/03/11) */ Contact Name and Title: ******* customer service Contact Phone: XXX-XXX-XXXX Contact Email: *******@suntimes.com Customer's credit card information has been removed. I don't know why the customer service agent told the customer he could not remove. Customer will be getting an invoice.

3/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ever since I cancelled home delivery and paid for e subscription I get error message. YOU HAVE NO ISSUES To cow load. I call customer service every day and sometimes get so supervisor.

Desired Settlement: I Want to read paper on I pad without calling customer support every day

Business Response: Initial Business Response /* (1000, 5, 2015/02/25) */ Contact Name and Title:******** customer service Contact Phone: XXX-XXX-XXXX Contact Email:********@suntimes.com I have been trying to help this customer for over 5 days. I contact our support group for the digital version of our paper, I gave them all the customer's information so they could contact. I got an email from the support group and advised they were waiting on a response from Mr *****. I received a call from Mr ***** this morning 2/25/15 and I advised him of the support communication to me and he advised that he does not check his email that he wants some one to call him. I communicated this back to the support group and they were calling him today 2/25/15

3/9/2015 Delivery Issues | Read Complaint Details
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Complaint: I received and email: Dear ****** ******, We received the following subscription request on 01/21/2015: Subscription Offer Summary Account Number: XXXXXXX Publication: Chicago Sun Times Delivery Method: Home Delivery-PRINT Delivery Frequency: Sunday Only Edition: Home Delivery Start Date: 01/25/2015 Billing Method: Automatic Renewal Bill Delivery Option: Account Information ****** ****** ************************** XXXXX-XXXX XXX-XXX-XXXX *******@HOTMAIL.COM Billing Account Information Same as Delivery Information I never made this order. I called the customer service number and they claim the order was made at a Walmart using a credit card with my name.

Desired Settlement: I am concerned that there may be a credit card in my name that was accepted for payment from this company without proper authorization but am not seeking a settlement unless there are damages to my credit or other.

Business Response: Initial Business Response /* (1000, 8, 2015/02/10) */ Contact Name and Title: ******** customer service Contact Phone: XXX-XXX-XXXX Contact Email: *******@suntimes.com Customer's credit card has been removed from our system have stop the account on the expiration date of 2/22/15 for the 99 cents received for payment. Initial Consumer Rebuttal /* (3000, 10, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am concerned that a card has been accepted and a charge of any amount placed on a card that proposes to be in my name. I am in no such possession of the card and have no idea how it ever was used for registration. When I called I was told that I applied for this account at a Wal-Mart. Where is the explanation of how this occurred? If someone is using a card in my name I would like to know that is what is being stated by the suntimes with the credit card information so I can file a credit card fraud complaint with the police department. If not then what in fact did happen? Thank you. Final Consumer Response /* (4200, 14, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, mail a copy of the order to me with my signature and the card information and I will follow up with the authorities. It is strange that several homes on my block have received unordered deliveries of the Sunday Sun-Times beginning all at the same time. Very peculiar. I wonder if their orders all will originate from the same location??? Final Business Response /* (4000, 16, 2015/02/23) */ I will be mailing a copy of the signed order to customer today

3/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: after 30 min or more hold each time i call , supervisor , manager , all tell me different story about where /why i havent got refund!

Desired Settlement: my full credit of $6.80

Business Response: Initial Business Response /* (1000, 5, 2015/02/17) */ Contact Name and Title: ******* customer service Contact Phone: XXX-XXX-XXXX Contact Email: *******@suntimes.com Customer cancelled subscription on 1/19/15 a refund was issued back to customer's credit card on 2/16/15

2/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Received a $5.00 grocery coupon & paid $.99 on my credit card for a "free" Sun Times Sunday Paper only "trial" subscription on January 29, 2015 at a Caputo grocery store in Northbrook. The small fee was represented as more than offset by the coupon for $5.00, thus rendering the subscription free. I then receive an email billing notice entitled SUBSCRIPTION OFFER SUMMARY which has no dollar amount indicated, but states, "BILLING METHOD: AUTOMATIC RENEWAL". Account Number: XXXXXXX ******* ********* **********************************XXXX-XXXX XXX-XXX-XXXX The subscription offer summary has a start date: 02/01/2015 BUT NO END DATE. No dollar amount is indicated, but the following is printed at the bottom of my Subscription Offer Summary: Automatice Renewal Terms and Conditions: I authorize Sun-Times Media, LLC or its affiliates to charge on an ongoing basis my credit card selected above, for the amount and duration selected. Current subscription amount due, if any will be included in addition to the first payment. This authorization will remain in effect until I notify Sun Times Media, LLC or its affiliates at XXX-XXX-XXXX or customer *******@suntimes.com or until Sun-Times Media, LLC or its affiliate terminates this authorization. If for some reason I choose to cancel prior to the end of a term, a refund processing fee *** apply, currently up to $6.00. Sun-Times Media, LLC will not be responsible for overdraft fees, non-sufficient funds or other fees imposed by my bank or credit union." I immediately responded this morning to cancel everything out as this was not my understanding of the offer. With less than 24 hours since the transaction, and my feeling that their dealings were fraudulent, I asked that they reverse the entire transaction and delete my information from their systemparticularly my credit card information and the UNAUTHORIZED auto deduction from my credit card that this bait and switch theft action started. They replied, "We're sorry to hear that you've been receiving a subscription in error." "We will see that delivery is stopped...however, by company policy the promotion of $.99 do not receive any credit." And that I should keep the paper compliments of Chicago Sun Times. "If you require any further assistance, please contact customer service by phone at X-XXX-XXX-XXXX or by email at *******@suntimes.com." I am also prohibited in sharing their email by a 1 paragraph disclaimer. I never authorized auto deductions to my credit card and I was completely mislead by them. When I tried to cancel, they do not respond to my specific concerns. I contacted my credit card company to dispute the pending transaction, I was informed I need to call back tomorrow when the transaction is posted rather than pending. My real concern is their ability to auto deduct from my credit card without my authorization for an unspecified duration going forward. It seems I *** cancel my subscription but not the undisclosed monetary deduction from my accounts. I feel that I should be able to cancel the entire transaction, especially since it was misrepresented so completely. I do not want to wait for further deductions or for anyone else to be tricked and cheated. Although it is $.99 pending, the Auto deduct activation without my consent or knowledge and now clearly against my wishes is of a grave concern. I would like this business practice to stop. If they are allowed to continue this fraudulent practice they can steal thousands of dollars without repercussions and possibly without someone's notice. Please stop them from doing this to anyone ever again.

Desired Settlement: I would like my $.99 refunded and an apology for their gross misconduct and misrepresentation for the purpose of transactional abuse. I would like a confirmation that they have removed my name, personal address, email, and credit card information from their records. I have NEVER, do not, and will NEVER give them permission to automatically auto debit my credit card. I am pursuing this with my credit card company as well. I would like this business practice toward any consumer to stop. It is abusive theft.

Business Response: Initial Business Response /* (1000, 8, 2015/02/10) */ Contact Name and Title:********* customer service Contact Phone: XXX-XXX-XXXX Contact Email: *******@suntimes.com Customer has been refunded back the 99 cents and we have taken her phone number and email off all our records her address can not be removed but we can guarantee she will not be receiving any calls from our company again

12/16/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Called XXX-XXX-XXXX, a number provided by SunTimes E-mail in response to undelivered TV Weekly inquiry. Friday, I was told to expect it Sunday. Nothing. Sunday I was told to expect it today (Monday). Nothing. Calling again this morning, I was directed to XXX-XXX-XXXX, the general number for the SunTimes. Eventually, a live voice said he couldn't find the account (#XXXXXX). As Little As Possible meets It's Not My Job aka ********************** Complaint is more about the proudly oblivious response than the missing item (that will be out-of-date in days anyway). I thought newspapers would be more eager to maintain their dwindling subscription base. But what do I know?

Desired Settlement: Accountability.

Business Response: Initial Business Response /* (1000, 10, 2014/12/12) */ Contact Name and Title:***************** Director Contact Phone: XXXXXXXXXX Contact Email:********************* Dear Mr. *******, I apologize for the experience while you attempted to get the TV Weekly delivered and respect your desire for accountability on this issue. I have listened to the call and believe that there are areas of improvement that are needed with this representative and agree with your concern. The representative has been coached on how to properly handle a TV Weekly delivery complaint. Due to the problem, I have given an extra week of service on your TV Weekly account.

11/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Monday, October 20, 2014 (upon entering the Walmart, ************************* i was asked by two representatives of the Chicago Sun-Times to sign up for a subscription for home delivery, and by just signing for the subscription a donation of $10 would be made to the***************** charities (their pitch was you do know the *************** Charities?). I was advised the first month delivery was free (30 days) before any bill would be generated. I asked how would that work? And I was advised I would received a phone call from the Chicago Sun-Times subscription department verifying the subscription and at that time I have the option to opt out or yes to continue with the subscription. I asked again would my visa card be debited charged before the 30 days? I was assured that would not happen before receiving the phone call from the Chicago Sun-Times subscription department. Upon checking with my bank Wednesday, October 22, 2014 a pending debit for $18.99. I called the customer service number provided ******************************) and spoke with **** who assured me he cancelled the subscription, and the charge pending would be cancelled. That did not happen and I was charged ($18.99) Friday, October 24, 2014. This is fraud pure and simple !!!

Desired Settlement: Reimbursement of the $18.99 charged to my visa card immediately........and apology for the the mis-representation of the subscription to consumers.

Business Response: Initial Business Response /* (1000, 5, 2014/10/29) */ Contact Name and Title:***************** Director Contact Phone: XXXXXXXXXX Contact Email: ******************** Dear Ms. ******, We received your inquiry regarding your encounter with the contracted solicitor at the******** location. We do not condone selling subscriptions with charity offers nor at a discounted introductory rate at this time. We have taken your feedback and will be removing the contractor from selling the Chicago Sun-Times. I apologize this occurred and want to thank you for reporting the problem. In addition, we are working on refunding the charge to you. Unfortunately, our system shows a partial refund of $18.43 going back to your card. I am working to also get the additional $0.56 to you as soon as possible. Sincerely, ******** ****** Initial Consumer Rebuttal /* (3000, 7, 2014/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reimbursement should be in the full amount of $18.99 reimburse to my account - until then I do not accept their response of settlement. And further more why is it taking longer to reverse the charge then it was to charge my account?? In the response no date is mention as to when I will be reimburse "we are working on refunding the charge" that's not an answer. And the pending refund is not in the full amount is adding insult to inquiry (refund is $.056 short).

11/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Today, 9/26/14, I did not receive either my Sun-Times or Southtown Economist Newspapers. I called in to try to get some assistance.but it appears instead I received a rude rep and nothing was accomplished. Then,I called back again and spoke to another rude rep named********* They seemed unwilling to assist me in anyway even though my accounts on both papers were paid well in advance. I was cut off three times or hung up on, then I spoke to a *****, customer rep who said he could not help me and the Supervisor would tell me the same I told him I would go to the BBB and see if they could get any answers out of their corporate office as to why there is no delivery service and that their customer service dept. cannot help people. I spoke with *****, another rep who said he would let me talk to his supervisor, but they were on the phone. Then, he got back on and the supervisor said they would have to mail the papers and it would take four days. I told him I would report this incident and if I don't get the papers, I will have to file yet another report.

Desired Settlement: I want the corporate office of the Sun-Times and Southtown to know the kind of poor service people get from delivery and customer service. I want those two missed papers redelivered right away. I am fed up with this aggravation.

Business Response: Initial Business Response /* (1000, 10, 2014/10/29) */ Contact Name and Title:****************, Director Contact Phone: XXXXXXXXXX Contact Email:********************* Dear ***** *********, Thank you for taking the time to report the problems you experienced while trying to phone in a delivery complaint. The Sun-Times and SouthtownStar representative has been spoken with regarding proper handling of complaints upon report. As you *** know, all complaints called in before 10 am the same day of delivery are eligible for a redelivery request. All delivery complaints received after that time will receive only credit for that day's paper. Since we are past September's date, instead of sending a redelivery to you, I have extended both your Sun-Times and SouthtownStar subscription by one week of good will credit. In addition, I've made sure you were not charged for September 26th's paper. Your Sun-Times expiration date was changed from November 20th to November 27th, 2014. Your SouthtownStar expiration date was extended from November 23rd to November 30th, 2014. If I can be of any further service, please let me know. Sincerely,****************

11/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have had the Chicago sun times delivered to my house for ten years. This past year and a half a new delivery person has been assigned to my route. Since this change I have nothing but problems. The past six months, day after day I have repeatedly called about not receiving my paper or receiving two or three hours after it should be delivered . I called and was told that if my paper is not here by six thirty five I should call and complain. Well needless to say the problem has worsened. In Mid July or August I called to complain and three hours later the newspaper carrier left a voice mail on my house phone saying why am I calling and saying I did not receive my paper and that I was lying and for me to stop calling. I called up the newspaper and asked how a carrier had my number and they said that she should not of had it. Then after I called, another carrier called my home phone and spoke to my husband and told him every time we call they lose ten cents a paper. And for us not to call. I am concerned that the Sun-Times is releasing personal information to their carriers. There may be breach in security as they advised the drivers should not have personal information. Wednesday morning I called to complain again and I received a call center which was clearly not in the US. I asked where I was calling and the representative advised Central America. I than asked to speak to someone in the US as he loudly was talking over me and said in very bold voice "HAVE A NICE DAY" and then hung up on me. This has gone too far. How do carriers have my private number and call and leave messages on my phone and every time I call the problem worsens. SO this is not right for the consumer that these people just don't care and my privacy has been invaded MY phone number is private and if a supervisor from the sun times office wanted to call that is different. These people are down right bold I am paying for a product that I either don't receive or receive three hour s after the fact. I am reporting this to the BBB as I have tried to resolve the issue several times directly with the SunTimes but receive no resolution nor effort to resolve my issue.

Desired Settlement: Please put a different, more reliable delivery person on my route.

Business Response: Initial Business Response /* (1000, 8, 2014/10/30) */ Contact Name and Title: **************** Director Contact Phone: XXXXXXXXXX Contact Email: ******************** Dear Mr. *******, We understand your concern in this matter. Our distribution is contracted with the *************** and have asked for a response regarding the phone call you received from the carrier. We were advised of the following response:"The carriers that are contracted to the Distribution Companies who deliver all *************** and our client publications are instructed not to contact the customers. The only people that have access to customer contact information are the Distribution Company Owner (DCO) and the people he hires to redeliver complaint papers. In this case, both of the people who called the customer were this DCOs complaint drivers. The DCO has indicated that he will be replacing both of these individuals due to this incident." In addition, we have spoken with the customer service representative who talked over Ms. ******* on the October 15th call - we find the practice of disconnecting unacceptable and the representative is on warning for this behavior. I would like to make sure your account is handled accurately going forward, please feel free to contact me at XXX-XXX-XXXX. Sincerely, ******** ******

11/3/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I called the Chicago-Times to give them my new credit card number so that they could continue to bill me monthly ($11.99) for the newspaper (W-F and Sunday). I was to have this for a whole year. Someone there charged my account $142.63 without my permission. I have be calling them everyday this week to see about my credit. Every time I call I get a different answer from the next person. I was told my credit would be done on the 17th of September. Didn't get it. Called to find out where it was. Was told it would be Thursday or Friday. Still don't have it. Today (9-19-2014)I was told the credit was issued but it will take 10 days to 3 weeks to refund it. Then, the supervisor told me that it was already sent to the bank. I checked with the bank and no refund. Spoke to another person the same day and was told it was sent by mail. They are to refund it to my account. I keep getting the run around from them. I also spoke to another supervisor who wouldn't answer any questions just said he was sorry and he would check into. They took it out in one day and I want it returned in one day. I have now canceled my account with them because all they are doing is telling one lie after another. So unprofessional of them. They can just take whatever they feel like and not give you an honest answer. Shame on them. Please help me get my money back. Thank you, Product_Or_Service: Newspaper Account_Number:********

Desired Settlement: DesiredSettlementID: Refund Refund to my account now, not 10 days or 3 weeks. NOW. All I would like is the truth.

Business Response: Initial Business Response /* (1000, 10, 2014/10/29) */ Contact Name and Title:***************** Director Contact Phone: XXXXXXXXXX Contact Email: ******************** Dear Ms *****, I apologize for the error that occurred when you attempted to pay your Chicago Sun-Times newspaper subscription. While you called in about this issue, the refund processing should have been made clear and I have spoken with those representatives that have given you inaccurate information. I've investigated the problem, and our bank shows that the refund was submitted to your MasterCard ending in 6198 on September 25th, 2014, in the amount of $141.02. A copy of the refund receipt from our bank has been included here. Because of this issue, I can give you a 4 week complimentary subscription to the Chicago Sun-Times. If you are interested, please contact me at ********************* If I can be of any further help, don't hesitate to contact me. Sincerely,***************** Director of Consumer Care

10/16/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: ACCOUNT NUMBER: XXXXXX In *** of this year (XXXX),I renewed my Sun times newspaper subscription for 12 weeks at a rate of $31.20 with the ending date of 8/12/2014. I NEVER received renewal notice. So I noticed that at the end of August I stopped receiving newspapers.So on Sept 1st, I called the XXX-XXX-XXXX number and was told that they hadn't received a payment from me, and that I owed them $7.80. So to correct the problem I agreed to pay over the phone the amount past due and $60.00 for 12 more weeks, not thinking at the time that I had been charged too much. After hanging up I realized that I was overcharged. I immediately called back to get them to correct my billing charges. For 12 weeks it should have been what it was before for 12 weeks: $31.20! I talked to someone by the name of Serena, and she told me that I had to pay that amount and that not only would they not lower the payment but that I couldn't cancel my credit card payment. She then told me that she could give me a BETTER rate for the next time at 12 weeks for $31.20!!!!!!!!! Which is what I should have been charged with for the current payment. Now I see that the Sun-Times has billed me for $73.80!!! Minus the past due of $7.80, that amounts to a charge of $66.00 for 12 weeks!! The very next day, Sept 2nd,I get a letter of a FINAL NOTICE of a balance due, but that I could renew for 8 WEEKS for $15.50!! At that rate it would have been $31.20 all over again for 12 weeks. But yet they are charging me $66.00!!

Desired Settlement: I want the credit balance changed to from $66.00 to that of $31.20 for the current 12 weeks. And a refund of the difference between $66.00 and $31.20. If that is not acceptable to them, than I want my account cancelled and my payment prorated back to me!!

Business Response: Initial Business Response /* (1000, 10, 2014/10/15) */ Contact Name and Title: **************** Director Contact Phone: XXXXXXXXXX Contact Email: ******************** Dear Mr. *******. Thank you for taking the time to report this issue. I apologize for the inconvenience the misapplied payment has caused. In order to resolve this issue, we will do the following: 1. As stated in your complaint, of your payment of $73.80, $7.80 will be applied to the owing grace. 2. The remainder payment of $66.00 will be applied at the weekly rate of $2.60 (or $31.20 for 12 weeks). The $66 payment will apply for $2.60 per week which results in a total purchased service of 25 weeks and 3 days. Your new expiration date will be March 3rd, 2015. 3. In addition, due to the trouble that occurred, I will be adding one week of courtesy delivery to your account and extend the expiration date to March 10th, 2015. These changes will take effect on Monday, October 20th, 2014. Please discard any bills received in the next 4-5 weeks. Let me know if this doesn't resolve the issue, I look forward to assisting. - ******** ******

5/2/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: This complaint is about The Chicago Sun Times. My Account number for the Chicago Sun Times is ******* I have been a subscriber for over 10 years with this paper. I used to be on the Auto Pay program using a credit card, and I requested to be taken off that that last year and I wanted to be billed, on a monthly basis for my paper, which is for Sunday through Saturday. When I was Auto Pay, I paid for 2 months at a time. The reason why I wanted to be billed, is so I could write a check, and so I could pay for 4 weeks of a subscription, which I was told I could do. I was told that my subscription has expired on Feb. 14, 2014 even though I have been paying $18.00 a month and the checks have been cashed. Here is a list of all my payments since December 2013, with amounts, dates cashed and check number: $18.00 Cashed on March 6, 2014 Check Number **** $18.00 Cashed on February 4,2014 Check Number **** $18.00 Cashed on January 6,2014 Check Number **** $18.00 Cashed on December 4,2014 Check Number **** All my checks were from my banks online bill payment service, which they issued a physcial check to the Chicago Sun Times. I am more then willing to provide copies of the checked the Chicago Sun Times for the dates listed above, or I can go back further if needed. It seems like every time I get billed, I get these issues I never had any problems with Auto-Pay. I always pay my bill on the 3rd of each month, even though my payment due date is the 28th of the prior month. I pay a few days late because I get Social Security Disability and that is when I get paid.

Desired Settlement: I want my account to credited so that it is current, so I do not have these issues in the past.

Business Response: Initial Business Response /* (1000, 11, 2014/04/23) */ This customers account is up to date. Her expiration date (pending a payment) is 5/11/2014. If customer is looking for something outside of what the account currently states, please let me know. When customer made payment on 3/17/2014 this brought the account up to date. **************** Sun-Times Media *********************** ********************************* Gchat: *********************** Initial Consumer Rebuttal /* (2000, 13, 2014/05/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) First off, I am a male, please refer to me as a him, not a her. I made an extra payment because I was getting aggressive collection calls from the Sun Times and your employees were not listening to anything I said to them. One call I got, the employee threatened to ruin my credit rating with all three credit reporting agencies.

4/4/2014 Billing/Collection Issues
2/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I subscribed to the sun times paper on 6-3-2006.I was told at that time they were running a promo that guarantied if I signed up for delivery at that time my subscription price would never go up. Since then it went up approx.4 years ago a dollar sixty a month. I called them and got no satisfaction. I continued getting the paper. On 1-29-2014 I got a letter saying it was going up another 4.40 a month. I called again and was told they never had a promo that made that guaranty. That is incorrect. I would like them to honor there promise.

Desired Settlement: I would like my subscription rate to remain the same which is 16.00 a month

Business Response: Initial Business Response /* (1000, 7, 2014/02/12) */ Contact Name and Title: ** Contact Phone:************* Contact Email: ********************** Please have customer contact the corporate office to resolve their issue. ************.

1/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I had delivery of Sun-Times newspapers for at least three yrs, if not longer. I had to move from my home in August, 2013, & was temporarily in an extended stay hotel until my permanent home was ready. About 8/15/13, I called Sun-Times to put temporary hold on the delivery, since I was moving to hotel temporarily & not at permanent home. Prior to this, I'd made payment of $143.00 (on 7/10/13) which prepaid my delivery thru 2/12/14. When I clld 8/15/13 to put temp hold on delivery, the rep (who seemed very impatient) asked me who was going to be at the house once I left, which I thought was very strange. She then said that Sun-Times no longer put temp holds on paper delivery, because it is available online, so whoever was going to be at the home *** as well benefit from the delivery. I told her that I am not computer savvy, nor do I have daily access to a computer. Furthermore, I'd ordered actual NEWSPAPER delivery as this is what 'I' wanted- I am a disabled vet & the constant computer reading hurts my eyes. I was NOT told when I ordered newspaper delivery that a temp hold would be prohibited & that I'd be FORCED to use computer, so believe this is an unfair business practice. After much back & forth with the very impatient Sun-Times rep, I opted to cancel my subscription & request a refund. I then did not receive my refund for over a month- on 9/30/13. *(This complaint being filed online by wife ************* as instructed by **** ********.)

Desired Settlement: I believe Sun-Times are misleading paper delivery customers & should make it perfectly clear INITIALLY to all potential customers that no holds will be allowed. Furthermore, it should not take OVER a month to receive a refund.

Business Response: Initial Business Response /* (1000, 8, 2013/11/19) */ Contact Name and Title: ************** Contact Phone: ************ Contact Email: ********************** Please have customer contact the corporate office to receive refund. ************ Final Consumer Response /* (3000, 10, 2013/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sadly, it is CLEAR that Suntimes did not bother to even thoroughly read my complaint, where I made it clear that a refund was received on 9/30/13. It's quite evident now that they have no concern for customer service. I feel that some attempt should have been made on THEIR part to contact ME directly, not just make some glib response to "have customer contact corporate office for refund". I will not do any future business w/Suntimes, as clearly they have no concern for their clients.

1/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On 1/17/13 I allowed this man to talk me into purchasing the Sunday paper for $0.50 per week. I rec'd the one time. The next week no paper I called and got the paper on a Mon. The same thing the next week no paper come I called no paper on Mon. The same thing happen the next week so I called and cancelled. I ask for my money back I was told no. ***************************************** campaign code Dr- *****************************

Desired Settlement: I asked for my money back part of it back. I was told no by a supervisor.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Contact Name and Title: ************** Contact Phone: ************ Contact Email: *********@suntimes.com Please have customer contact the corporate office to resolve. *************

1/20/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: This is a dispute in regards to my Chicago Sun Times account. My account number is ******* I am on Soc ial Security Disability. Due to when I get my check from Social Security money deposited, I told them I will make a payment on the 4th of each month. They want me to pay on the 28th of the prior month. My last check, was cashed on 1/6/14, for $18 and on Jan. 4th they suspended my service. I was told that my monthly charges are $18 a month for Sunday through Saturday service.

Desired Settlement: I want my service to be started up again and for the check that already cleared my bank to be credited to my account

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ Contact Name and Title:*************** Contact Phone:************* Contact Email: *********@suntimes.com Please have customer contact the corporate office to settle dispute. 312.321.2844

11/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered Sun Times on the https://www.discountednewspapers.com/secure/order.asp?PriceID=16319&fZip=60654 for 26 weeks, paying via credit card $26 on 07/17/13. Upon questioning them about delivery, the info@discountednewspapers.com said to contact the Sun Times directly from then on. After receiving the first weekend of the Suntimes, I was dissatisfied with the paper as it did not have the sales inserts and coupons I was looking for in the usual Sunday paper. After contacting them and realizing they were not going to replace it or credit me for that copy, I cancelled the subscription right away - meaning right after the first weekend. After waiting for the refund which the representative said will come about in 4 weeks, I called again, they said they will process it, which finally did get to me - but MINUS $7.08. I was shocked, as it should have been only a deduction of $1 as said on the site $26 for 26 weeks. The initial charge shows the payee to be Sun Times Media Circ 800-680-2068 IL. My refund on 8/29/13 was only $18.92, not the $25 that should have been. Nowhere on the discountednewspapers.com page where I ordered the subscription did it warn me of a $6 cancellation charge and now when I have repeatedly told the Sun Times that, they refuse to refund me the excess fee they have charged, saying it is a third party and they are not responsible for them. My question is how can they be allowed to charge my credit card without having given me a notice about the extra cancellation fees? This is feeling like extortion and unbelievable that it is allowed to be practiced. I have been a newspaper subscribe with various newspapers over the last twelve years and never has anyone charged me for issues that they do not deliver. Please look into this and make stop Sun Times from this deceiving scheme they use. It totally against fair American business practices. Thank You. Please let me know if you need any further documents. The website dicountednewspapers may later change it's methods, so I have a printed copy of their current page. Also, am a reader of fine print, and remember calling the paper directly as well to check that I could stop the subscription anytime, before I ordered online. I had given so much thought to this, as my husband is unemployed, and I was trying to save by getting the Sunday sales and coupons, that I had checked before I decided to spend this amount. Please stop them from doing this to simple consumers like us.

Desired Settlement: Of course, I would like to be refunded my rightful amount of $6, if not $7 due to me, but maybe more importantly, I wish the BBB would look into this and stop companies like this from deceiving customers. Especially, people like me who are always careful in watching out for penalties for cancellation or returns etc. are. THank You.

Business Response: Initial Business Response /* (1000, 7, 2013/09/27) */ Customer's refund is pending. Customer can expect to receive refund within 7-10 days. Final Consumer Response /* (450, 14, 2013/11/08) */ Thank you for appealing on my behalf. Sun Times has processed a refund of $6 to me. I appeal on behalf of all consumers, when I say that the excessive cancellation fees charged be clearly displayed when ordering the paper, even via third parties. In my case - discountednewspapers.com. I stll don't see a change on the website's order page. If this is considered a third party, then they should be the ones charging us so we can complain against them. But they forward all complaints to Sun Timnes - and Sun Times is the payee as shown in the card statements. Not only that, the Customer Service link on the site shows the service being sponsored by the Sun Times itself as in http://www.discountednewspapers.com/Chicago-Sun-Times/index.html Thank YOU BBB agents for coming to my rescue and many more like me.

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for the paper as a promotion for a college bound student. Service was 26 weeks of paper for $26.00. I gave a voided check my account was hit twice for $26.00 on August 1 & August 2nd. I called but the SunTimes claims they only see one charge. I sent copies of the double charge provided by my bank. I have had to contact them several times to find out the status. I canceled the paper after one delivery. I called again on August 6th and was told the credit for the $25 will be processed on August 13th. I have still not received any refunds. I have not been told the status of the double charge that they claim they do not see. They went into my account a second time without my permission and took another $26.00. Their policy of waiting over a month for a refund is too long.

Desired Settlement: $25.00 for the balance of the canceled paper (received one paper) and $26.00 for the additional unauthorized charge.

Business Response: Initial Business Response /* (1000, 5, 2013/09/13) */ Contact Name and Title: ***************************************** Contact Email:************************************ We understand the frustration with receiving your refund in a timely manner. At this time, I've escalated the situation and am working to make sure I get the exact date the refund check for $25.00 is cut and will update you on the matter as soon as possible. The $26.00 refund has been issued as of August 30th and should be received through the mail at this time. Sincerely, *************** Director of Consumer Services ********************************** Final Consumer Response /* (4200, 15, 2013/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) there has been no solution. I contacted the number as they suggested. I spoke with someone who said they would call me back within the hour. She did call back in a few minutes for more information and said she would call me back in about an hour. that was over one week ago. I have not heard from anyone or received my refund of $25.00. this has been going on since August 1st 77 days! Final Business Response /* (4000, 17, 2013/10/17) */ Please have customer contact the corporate office to expedite the refund. *************


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