ComplaintsforSan Francisco Chronicle

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In April 2023, we called to cancel our subscription as we were moving and delivery and vacation holds had been spotty at our old address. At that time, our SF Chronicle app access stopped working as it would for a paid subscriber and, as expected, we did not receive newspapers at our new address. So, we thought the cancellation took. However we missed seeing a charge on May 1, 2023 for $260 which was apparently for a renewal. We have not received any physical newspaper or had subscriber app access for the last year.Recently, the credit card used for the original billing changed, so when they tried to automatically renew the acct we had tried to cancel, it didn't go through. And they are trying to charge ~$14 for a grace ********* would like then to rescind this new attempt at a $14 grace ****** charge and ideally a refund for the year of service we did NOT receive.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The San Francisco Chronicle has been charging a credit card of mine (***** Fargo) for many years for a subscription to the newspaper - whether paper or digital I do not know. While I probably unintentionally signed up for something (I am guessing on a market stall which the paper operates where you get a free newspaper) and gave them information, I have been trying to CANCEL this many many times -- both by phone and on line. No success whatsoever. It is so difficult, it seems to be intentional on the part of the newspaper.So the "Reference Number" on the credit card statement is 2449398E0TPE8AWWR, the description is SUBSCRIPT WWW.SFCHONIC CA, and the current amount is $29.96. I believe the amount has gone up several times.I have made one more effort today by filling in an online Contact Us form with the newspaper and it was responded with an accepted message.I regard this whole thing as fraudulent, and I asked for a six month refund.I am praying (!) that this time they will Cancel as requested - but not holding my breath. I see several other complaints of this kind with the Better Business Bureau.Thank you for being there!

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was a subscriber to the SF Chronicle until last summer, 2023. After multiple missed deliveries with no replacement papers, I canceled my subscription and asked that autopay also be canceled. Recently, I discovered that the auto pay was never canceled and that I had a switched to a subscription for digital service. I never agreed to these terms. I requested a refund of $50 for the two autopay withdrawals. I called **************** to discuss a refund, I was told a refund was not possible. I had access to a digital copy of the newspaper all along. I explained that I did not sign up for digital copies of the newspaper. The agent could not honor my request so I asked to speak to a supervisor. A supervisor insisted that I signed up for digital subscription of the newspaper. He agreed to listen to the recording of the conversation last summer when I canceled my subscription. I was put on hold and the agent came back after a few minutes. When the agent came back on the line, he told me that the recorded phone conversation was no longer available and he could not confirm what I told him about my account. Therefore, I was not getting a refund.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered and paid for a 2 month subscription ($28, 7 days a week) to the San Francisco Chronicle on January 8, 2024. Since then the newspaper often doesn't arrive. When I call their automated system a recorded voice will say it will come later that day. It never comes. I'm suppose to be receiving a Sunday newspaper. I have never received one. When I call and speak with someone I complain that the newspapers I do receive are thrown onto the sidewalk in front of my apartment building where they can be easily stolen. I have requested they be thrown over the fence in front of my apartment building. But the delivery person never does that. This is incompetent service. I would like a refund.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am an elderly man who relies on the newspaper to receive the news. I don't have a computer. After cancelling my long time subscription to the SF Chronicle in the summer of 2023, I decided to order it again. I ordered the Chronicle at the beginning of October 2023 to get it Monday - Saturday. My complaint is that I have never received the paper on Saturday. It is supposed to be mailed to me, as **** does not have a carrier any more. I have called them dozens of times, as has my daughter, who lives in another state, on my behalf. They always say they will fix the problem, but nothing ever changes. I still don't get the paper on Saturday, what they call the weekend edition. This has the sports information that I look forward to, as well as other important sections. When you call to report the problem, they say that they cannot transfer you to a supervisor, but they will take care of it. My daughter and I have both spoken to individuals who say they are a supervisor and they promise to solve the problem. But it doesn't happen. My neighbor, *********************, who lives in my building in apartment 138 has the same issue. She has also called dozens of times to no avail. We are elderly people who really enjoy the newspaper. We feel that we are not getting the kind of service that we should. It is a very frustrating situation and would love some help solving it.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Company charged me twice for monthly subscription

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Company charged me twice for my monthly subscription

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been a print delivery subscriber to both the SF Chronicle and the ************** for decades. A few years I reduced my print subscriptions from 7 days a week to only on Sundays but also subscribe online. My frustration is with the non-delivery of my Sunday newspapers. For the past 6 weeks, I have not received either newspaper on Sundays. I have called and lodged my complaint with both newspapers, have spoken with Supervisors, been told (1) my newspapers would be delivered w/in 2 hours; or (2) that I would receive a "credit" for extension of my subscriptions. I've patiently stated that I want my NEWSPAPER, not a credit. My gut instinct is that both newspapers contract out to the same *************** and that is the problem. I have never been able to obtain the contact info for the actual delivery person or for the company. Nor has the SF Chronicle ******** Services been willing to provide contact info for their Home Delivery Supervisor or Area Circulation Mgr. Although I am in my 70s, I do read the **Sa issues of both newspapers online, but am paying for Sunday delivery of print version and am frustrated with being stonewalled. Thank you in advance for any help you can provide resolving my challenges.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been charged twice (at times thrice) monthly for online access to the chronicle newspaper ever since I first subscribed to. I was only recently, two days ago made aware that I had been charged duplicate for 3 years. I cancelled my subscription in February this year (2023) but did not realize I was still making payments since they only cancelled one of the accounts of which there was two (I was unaware there was two). I want my duplicate (and triple) charges reimbursed. I have contacted my financial institution after trying to contact the Chronicle directly at first. They gave conflicting information at the Chronicle. My credit union says they are only able to dispute charges for the past 6 months, which I already went ahead and made claims on. Since I had asked to cancel in February I was assuming it should have cancelled everything. I am contacting the BBB on advice of a friend as I assume I am not the only person to be taken advantage of in this regard. I do hope for a full return of all duplicate charges.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called to cancel my subscription to the San Francisco Chronicle. You can't do it online. You have to call and during their business hours. They want a live person to resell and retain you. I tried REPEATEDLY to cancel my subscription. They would not do it.I told them I was broke and could not afford it any longer so there was no point in reselling me. I still politely listened to three resell attempts because I know how it is and used to work a job like that in the old days. Then I said I'd heard enough and wanted my cancellation and the rest of my lunch time. They wouldn't let me off the phone.When I said (three times) that I was a teacher on my lunch break with screaming kids outside the door, they ignored and... chastised me. Kept holding the cancellation over my head. Would not process it. Would not let me speak to a supervisor. He said, "I am the supervisor." I said, "Everyone has a supervisor. I want yours. I need to get my subscription canceled." He wouldn't do it.Finally, I took the phone outside the door and told the kids to scream as loud as they wanted and make lots of noise. The guy on the phone told me that was not his concern and I should have called earlier in order to give the SF Chronicle people more time to resell me on other plans. I hung up. Just checked my account online. I'm still a subscriber. If I get charged again I'm going to scorch some earth with my wrath. This is ridiculous and rude. Note: I was more polite than the call deserved and I was on the phone for 6 minutes before I hung up. Remember, this is the profession that struggles to find time to pee. Meaning my profession, not his. Teachers don't have time for nonsense from adults. Oh, I was also told I was a valued long-term, loyal customer. BEFORE I was berated!

*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. ↩