ComplaintsforSouth Bend Tribune Corp.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Once again my **** paper has not been delivered! Considering it was paid for in advance, this repeated issue is again, ********. No apologies, no nothing except a paper with another day older news.

  Business response

  04/08/2024

  My apologies for your missed paper on Sunday.  It is unfortunate that occasionally a Contractor may miss a household that only receives the paper 1 day per week as it does change up their delivery sequence for one day.  We will speak with the Contractor to be extra careful going forward to realize it is Sunday and the delivery route does change on this day.

  I have credited your account for the missing paper.  If you should be missed again in the future please select, no delivery - issue credit when calling the automated system to report a missed delivery and your account will be credited with an additional Sunday paper. 

  Thank you for being a Subscriber to the South Bend Tribune.
  

  Customer response

  04/08/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21541785, and find that this resolution is satisfactory to me.

  
  

  Thank you.

  This is happening on a regular basis, not an unusual occurrence as suggested by the Tribune. I just want my paper I have paid in advance.

  Customer response

  04/15/2024

  NO PAPER DELIVERY AGAIN. Subscription was paid in advance. SBT claims this is a once in a great while problem when it is actually a very very common occurrence! This time is the 2nd Sunday in a row!

  Desired Resolution: Billing Adjustment

  Business response

  04/23/2024

  The District Manager has spoken with the carrier to remind her that she has your address to deliver to on Sunday's in addition to her 6 day subscribers.  Hopefully the issue is resolved and she will delivery each week.  Thank you for your patience. 

  Customer response

  04/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21541785, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cannot reach a real person at any of the Tribune phone #'s. I have a billing issue and I need to be able to explain it. The automated system is not giving me any options that apply

  Business response

  02/26/2024

  My apologies the phone system prompts didn't get you where you needed to be, I have found that I have that issue as well from time to time with other businesses phone systems as well.  I will have someone *********** out to you later today to address your needs.  Thank you for continuing to support the South Bend Tribune - we appreciate you.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sine we have moved to South **** (2.5 years ago), we have not received the paper CONSISTENTLY 25-30% of the time. We have emailed countless times and have had the emails returned to us undelivered. We have also called with no response. We didnt get our Christmas paper yesterday, I guess you could say that was the straw that broke the camels back. Were fed up, disappointed and angry at this moment. Weve wasted a lot of time attempting contact and weve wasted a lot of money in undelivered product. We would appreciate a response and to be compensated.

  Business response

  12/26/2023

  There isn't a printed paper on any Major holiday's so there wasn't one to deliver on Christmas, nor will there be 1 on New Years Day.  As a subscriber you do have access to the digital edition of the paper every day, you can also enjoy the digital edition of the ********* free with your South Bend Tribune subscription. Please turn to page A2 of the Tribune (any day - it's always on page A2) to confirm the day's a printed paper is not published.  Best Regards.

  Customer response

  12/26/2023

   I am rejecting this response because:
  
  Holiday issues aside, I wish to continue my claim for all of the undelivered papers over the last 2.5 years. Most frustrating is never getting responses to my emails or phone calls.  The email addresses provided do not trigger a response, alternately, they are all returned mail daemon.  My husband does not use a computer, and I find it too difficult to view the paper on my cellphone, due to vision issues. It is also tedious and not how I wish to read the paper. I would like to be compensated, Im tired of trying to elicit a response from you. 

  Business response

  12/27/2023

  My apologies if you have received inconsistent delivery of your subscription. I have looked at the history on your account but am not seeing any missed paper complaints.  To report a missed paper you can use the automated system by dialing ************ and select missed paper.  At that point you will given the option to receive credit for that days edition.  You can also report a missed paper by creating and logging in to your account @ southbendtribune.com, you can also schedule vacation stops & make payments via your account using this portal.  To contact by email please use ****************************************************** where the *************************** can assist.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered and paid for a one year subscription of home delivery to The South Bend Tribune in January of 2023. There have been multiple delivery issues during the year, but at the end of October 2023 delivery stopped completely. I have reported the missing paper every day through an automated system, but have never received resolution. My address is ********************************. I live in an apartment complex and my apartment is on the second floor of the building. My door is directly in front of the stairway. The newspaper needs to be delivered/thrown up the stairs so that it is in front of or near my door. If the driver delivers/throws the paper into the parking lot or at the bottom of the stairs it is being considered trash and discarded.Again, I paid for a product/service and am not getting that product/service, nor am I able to contact ANYBODY who can/will resolve this issue. If the paper cannot be delivered, then I would like to receive my money back.I would appreciate any contact with a representative of The South Bend Tribune

  Business response

  11/20/2023

  A new carrier started the route about that time and it appears he either doesn't have the address on his list or doesn't realize it is the 2nd floor.  District Manager will speak with him tonight about proper delivery.  I have also reached out to Consumer to explain this via ******** Messenger as they contact us there as well.

  Customer response

  11/20/2023

   I am rejecting this response because:
  
  Although I appreciate the response, I still have not received the paper. Assuming that the carrier was contacted on 11/17, he/she apparently did not understand. I am willing to wait another day or two for resolution, but could you provide me with a name, number, or email of an actual person that I might speak to?

  If you prefer, please feel free to contact me: **************

   

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business was over charging me for a newspaper subscription that I never received. They stated on the phone that I was due $174 because of being overcharged. It was stated that I would get a refund and I never received any payment. I called again and was told that they do not refund an overpayment and it is just applied as a credit on your account and the credit would go towards my future charges for getting the newspaper. I was so disgruntled from being charged whatever they wanted with my credit card that I told them I wanted to cancel my subscription. My subscription has been canceled for almost a year and I still have not received my refund money. The last time I called I was told they put a note on my account for a manager to call me and I never received a call.

  Business response

  10/20/2023

  My apologies for any misunderstanding that *** have taken place regarding your account.  The last note I see on the account is dated Jan. 13, 2023 and states "there were no over charges".   I have followed the trail of payments and do not see where an amount beyond the monthly charges were ever made.  The last payment made by the subscriber was for $22 on 12/05/22, which paid the account up until 1/01/23 (it was retro active to 12/3/22). The account was stopped on 1/13/23.

  The "over charge" being referred to is most likely in regards to the Premium Edition which all Subscribers were given ample notice to unsubscribe from but it appears that was not done in 2021.  A 3 month extension was given for the Premium Edition on 12/21/22, there are no funds associated with an extension therefor there is no money to refund. The extension would have extended the account through 4/28/23, that is no longer the case since it was stopped on 1/13/2023.
  

   

  Customer response

  10/20/2023

   I am rejecting this response because: I was told by phone that I had a credit. I even opened a dispute with my bank but closed it because I was promised a refund for being overcharged. My credit card was on file and I did not authorize the amount to be changed. I also never received a premium edition. I asked for your company to show proof of notice that was sent to me of this change and no proof was provided.
  
  
  

  Business response

  10/23/2023

  The account was never overcharged, the rate was actually reduced from $22 to $16 per month in Nov of '22.  There was a credit on the account, but again it was not monetary it was a $30 extension given which added 26 days to the account.

  See record of payments in attachment.

  Notices were emailed and post cards were sent to those without an email on file to explain the addition of the premium editions in April of 2021, I no longer have a copy of the text that was sent.
  

  Customer response

  10/23/2023

   I am rejecting this response because: again no proof was shown that it notified me before changing my subscription and charging my card on file an amount that was not agreed upon. I moved into my home 8/10/2021 and when I signed up it was for a monthly amount of $13.00. I noticed my account was being charged random amounts from $13-$22. Again, I did not give authorization for my card to be charged an amount that was more than I originally agreed upon and I was given no notice. My credit is for being overcharged for a subscription that I did not receive nor did I agree to. I canceled my subscription as I felt I had been stolen from and I want my credit from being overcharged refunded to me.
  
  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2-15-2023 I called SouthBend Tribune to cancel a subscription which was recently renew on 2-2-2023 for ******. The subscription is for my son who was incarcerated at ******************************* at the time. I called on 2-8-2023 to cancel the subscription I was told I would receive a refund of ****** within a few weeks. 2-21-2023 spoke with ****** who said the ****** was sent to the prison no supervisor available. On 3-17-2023 I spoke with ***, he said refund sent to prison they will contact prison. Transferred me to ****** (superv) who said a check was mailed to my old address ****************************************************. The address was corrected and refund in process, and will take ***** hours. 3-28-2023 spoke with **** he said address correct to the correct address of *********************************************************************, refund in process time frame ***** days, transferred me to supervisor ***** she said refund issued on credit card which was rejected by billing they still had wrong billing address. ***** said she would send email to billing for status, billing should notify me within ******************************************************************** the status of my refund.

  Business response

  04/24/2023

  Unfortunately, I am unable to assist with refund question as they are not handled locally.  I can confirm the system shows a refund issued twice, once on 2/22/23 and a second time on 4/6/23. The complainant will need to reach out to the *********** at ************ for follow-up on the refund. 

  Customer response

  04/24/2023

   
  I am rejecting this response because: I have contacted the call center.  If  you  read my notes you would see that I have made many attempts to call them and I have yet to get an answer as to why I have not received my refund.  You have not given me any new information that I did not already provide.  If 2 refunds were already issued, would you please tell me where they are?  Where they were sent?  If I was able to resolve the matter with your call center then there would not have been a need to contact the BBB.  I'm confused as to why YOU are not able to contact they directly to resolve the matter and provide me with my refund if 466.50.  
  
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid last bill for three months 12/16/2022The invoice was dated 12/7/2022.I then received have two different invoices dated 12/27/2022 and 1/23/2023 for same account number *************** subscription invoices contain no due date or end date for this subscription?I suspect double billing by the tribune and an audit of all customers should be done.The tribune by not having no due date nor end dates on their billing procedure do not make a clear and concise bill for its consumers- these multiple invoices opens the door for consumers just paying for services already paid for. I sent email to a ***************************** at *************************** who stated 3 ******** are normal?Tried to explain to her that invoices due not have due dates or expiration dates other words I get invoice 12/7/2022 pay on 12/16/2022 next invoice shouldnt have to be paid in March.Told her I wanted to talk to management never received answer?What we have is a ******* business sending customers numerous invoices with no due dates or expiration dates.Only reason I noticed this was we just paid 12/7 invoice on 12/17 and then received another invoice on 12/27 then another on 1/23/2023 a lot of consumers without thinking would most likely pay them === thus double billing etc.Bills should be clear and concise with due dates and expiration dates.For resolution SBN Tribune needs to correct all ******** mine and its customer base to reflect this, and remedy overpayments.***************************

  Business response

  02/09/2023

  If payment is not received within 21 days of the first billing statement going out a 2nd statement is sent.  In this instance the first statement was issued 11/24/22, it appears contact was made by the Subscriber to **************** and rates on the account were changed to a lower amount.  The new account was started on 12/6 without payment having been received.
  

  On 12/7/22 a "new" 1st statement was issued, a 2nd statement was issued on 12/27/22 as payment had not been received yet, payment arrived and posted to account 12/28/22. 

  If there are any further questions **************** will need to contact Subscriber Service @ ************ as they handle billing for the South Bend Tribune. 

   

  Thank you
  

  Customer response

  02/09/2023

   I am rejecting this response because: They have not the addressed the ISSUE---ISSUE --They do not issue a billing statement with a due date or end date for their subscription service? They send out invoice--consumer pays as I did--then they send out another and another---consumers not seeing a due date or an end date *** pay again---DOUBLE BILLING.

  The SBN Tribune does not send out a clear and concise invoice to their customers. The customer never know the length or date of subscription due date or when the original subscriptions end date is/was!
  

  Back in March of 2022 it came to my attention that we were getting billing statements just as I am addressing above. Called Tribune thought is was being addressed then was made aware of same problem in November---check on it it was the same issue not having start or end dates on their invoices whether you paid at 3, 6, or 12 month intervals.

  I cancelled the subscription in December 2022.  The circulation **** called told them the issue they adjusted the rate I restarted subscription on December 6th and never receive paper for a few days. They sent the invoice as I addressed above dated 12/7/2022 which we paid by check on 12/16/2022 for three (3) months then received two (2) more as I discussed. They need to have an audit of their consumers to see how many are paying double because the consumer just sees an invoice and pays. The invoice should have this info on bill so consumer doesn't pay again. If this was just a perpetuated error of the billing department---then by this being corrected it would be a big money save to tribune by not sending these multiple invoices. I have the three invoices if needed--12/7/22 --12/27/202--and January 23, ********************************** when the subscription ends whether it is 3, 6, or 12 month subscription. Regards ****************

• Initial Complaint

  07/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My complaint is with the South Bend Tribune. They have not been delivering the newspaper we are paying for. Delivery problems have been happening for over a year. I called **************** on Friday, July 1. I was told 1) They would deliver my newspaper by 12:00 noon that day and 2) A manager would call me back within two hours. Neither of those things happened. In the last two weeks, we have only received the paper on Sunday, Monday and Tuesday. It has not been delivered on W, Th or Friday. We are considering cancelling the newspaper, but we'd prefer to actually receive it! The paper requires you to report each instance of not receiving the paper--but they should already know this and give the credit themselves! **************** rep acted surprised, and yet others in our neighborhood are not receiving the paper.

  Business response

  07/06/2022

  It has come to our attention that we have a carrier in this area that has been missing multiple subscribers deliveries.  We are working on a solution of the service improving or pulling the contract to find a new carrier in the area.

  A voice message was left with the consumer to return a phone call to discuss further.

   

  Thank you
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have not received my Sunday newspaper yet again today, June 5, 2022,the third Sunday in a row. I received no newspaper on May 22, May 29, and June 5, 2022. I have called and reported the missed delivery of my newspaper each time on their automated system, and I have requested to receive the paper each time and I have not received any of the missed papers yet. I have spoken to a person on the phone and reported the May 29 missed edition as well as using the automated system, and I have requested the missed newspaper for that day, and still have not received it. This marks at least a dozen times that I have not received what I have paid for in the past 8 months, and I JUST WANT TO RECEIVE MY SUNDAY PAPER EACH SUNDAY. Thank you.

  Business response

  06/06/2022

  Reaching out to Subscriber and emailing delivery staff to fix the missed delivery issues.  Most likely this is due to different people delivering on different days and missing the fact that she only subscribes to the Sunday edition.

  Customer response

  06/06/2022

   I am rejecting this response because:
  there is no resolution! Only an excuse as to why carriers cannot figure out who gets a paper when. If they are going to blame the carriers, then train them better, or have consequences for their failure to do their job correctly week after week after week.
  
  

  Business response

  06/14/2022

  We understand how frustrating this is and yes, there are consequences when a carrier doesn't fulfill their obligation to deliver to all their customers.  The consequence is terminating the contract which then leaves no carrier deliver the route.  Currently we have 30 such routes that are being delivered by the Distribution team because of the lack of able bodied Contractors to deliver the routes.  I will again speak with the team to pay particular attention to this route as it sounds like they are missing subscribers who only receive the Sunday paper as different people deliver on different days.

  I have verified your account has been extended for each miss in addition to 2 additional days for a total of 14 since the first of the year.  If you know of anyone interested in delivering the newspaper between the hours of 11:00pm and 7:00am please send them our way as we would love to speak with them.  Thank you for your continued patronage while we work our way through these difficult time of trying to find people to deliver.
  

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a subscription for ** *******. The subscription is purchased through *****. For some reason, ** ******* managed by south bend tribune will no longer honor the subscription and for me/others to log in with our valid subscription. At least 10 attempts have been made to resolve this issue! Only a very kind secretary will answer her phone but she is not a decision ************** to solve this problem! This is now fraud! They have taken money and not provided the service! I have repeatedly asked for a return phone call with no response! It is amazing at the absolutely complete lack of professionalism!!

  Business response

  05/26/2022

  I'm sorry you are having issues with your ********* App.  Please email ****************************************************** for assistance with your ********* subscription.

*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. ↩