ComplaintsforKansas City Star

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello. I am currently a subscriber with 7 day digital access to the Kansas City Star. (I've been a subscriber for over 30 years as I want to support local journalism and news access.) I have my account set to autopay and, in error, the Star automatically renewed my account, on December 19 2023, for $407.99 which amounts to 4 years of subscription service instead of the agreed upon 1 year. I never got an email indicating that the subscription was about to renew and/or I never authorized the Star, or it's agencies, to automatically renew my subscription for any thing more that the agreed upon 1 year and I am asking for a refund for the balance. I have been dealing with The Star's customer service for the past month in hopes to get a resolution to the situation, and process the refund, and, quite frankly, haven't gotten anything more than a runaround with each call saying the refund first would take 3-5 business days then 7-10 business days and now we are out to 10-14 business days. With each subsequent communication they indicate a request has been filled and, when I ask to speak to someone that can actually help me get my money refunded, the customer service rep always indicates that they are the ones to talk to yet there is never any resolution. This can't be that hard. I never authorized the Star to automatically renew my subscription for 4 years and I want the balance refunded immediately. Any help you can give me in this situation would be most appreciated.

  Business response

  01/12/2024

  Thank you for contacting the Kansas City Star. The account for **** ***** has been reviewed a refund of $300 was processed on 1/10/2024. We process refunds through Zelle. An email from [email protected] letting John Knell know the refund is avaiable through zelle once he adds the requested information the refund gets transferred into his account. The email link is good until a certain date and if there is no response a check will be issued. We apologize for any confusion if you have not received the email or have any issue with the process please call our customer service department at 877-962-7827. 

  Business response

  01/16/2024

  Thank you for your message to The Kansas City Star. As a follow up and update to the refund information, a message was sent to our Finance team. Here is the updated information as of 1/16/24. The refund will be issued Thursday 1/18/2024. The refund check will be issued and mailed. Please allow 3-5 business days to be received (depending on the delivery of the mail from the post office to your home).

  Thank you

  Customer response

  01/17/2024

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

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a Kansas City Star digital access subscriber for several years. On Dec 3, 2023 they billed my credit card $131.99 for another year’s subscription, an increase from the $49.99 that I had been paying. I was never notified that the renewal was coming up, or of the rate change. On that same day, I cancelled my subscription via the Web. It told me that my cancellation was effective Dec 8, which was the only option it offered. I have the email confirmation of the cancellation from Dec 3, attached, as proof. When no credit appeared on my account, I contacted their customer service on Dec 18. I was told: My account was cancelled on Dec 8. (It was actually Dec 3) There are no refunds for cancellations. Customer service suggested that I should have called to cancel, because cancellations via the web require extra processing time. I now have no active subscription, no access to the KC Star, and they have my $131.99. Desired outcome: Refund **** ******* Acct #: ******** 

  Business response

  12/19/2023

  Thank you for your message to The Kansas City Star. Our records show your account has been stopped 12/8/23. A refund request was requested and approved today 12/19/23. We are sorry to hear you decided to cancel your digital subscription. The rate of $49.99/year was a promotional rate. All promotional rates are subject to change at renewal. The notes on the account indicate the customer service representative offered to honor the rate of $49.99/year again, however the offer was declined. At this time you should see the refund credited back to your card within 3-5 days.

  Please feel free to contact us at 888-962-7827 or ************************** if you have any further questions or concerns.

  Thank you

  Business response

  12/28/2023

  Thank you for your message to The Kansas City Star. Our records show the refund of $130.09 has been processed & refunded as of 12/27/23. The credit can be seen on the Mastercard.

  Please feel free to contact us if you have any further questions or concerns.

  Thank you

  Customer response

  12/29/2023

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

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I just received a letter from a collection agency that I owe $36.54 for a newspaper subscription. I did not renew the subscription nor have I been able to access the digital subscription since it expired. I have not received any correspondence from the Star stating I owed any money until the letter from collections that I received today.

  Business response

  12/06/2023

  Thank you for contacting the Kansas City Star. The account for ******** ****** was set up on the automatic deduction plan on the initial start date. The payment renewal has been declining since June 2023. Attempts to draft out of the card on file have failed. A renewal notice was sent by mail on 7/31/2023 the account was in a grace period until it was completely stopped on 8/26/2023. The balance on the account due at this time is $36.54. You can call our customer service department to clear the balance and or restart service if you wish to get access at ************. 

  Business response

  12/11/2023

  Thank you for your message to The Kansas City Star. Our records show your payment posted 12/6/23. Please see the attached letter for confirmation that this has been cleared with *** *********. Please note, *** is a non-reporting collection company and this will not appear on any credit report.

  Please feel free to contact us at ************ if you have any further questions or concerns.

  Thank you

  Customer response

  12/12/2023

  
  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.

  Thank you for your help with this matter.

  Sincerely,
  
  ******** ******

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  For approximately the past 20 years I have subscribed to the Lee's Summit Journal. This subscription provided the "perk" of receiving The KC Star Sunday edition. Over the years our receipt of that Sunday paper was probably 75/25 on whether it was delivered. As it was a freebie, it was not seen as a concern to resolve the delivery problem. We always received our annual invoice in the mail to renew if we desired for the upcoming year. This past year we decided to not renew. Today I received a collections notification for my subscription to the KC Star for $53.58. After calling the number in the collections letter they inform me that I'm on a autorenewal contract with The Star. I'd like to see that contract as that was not my recollection when subscribing to the Journal all those years ago. This seems ridiculous and terribly poor service form a newspaper that I have defended for years and received unreliable delivery service from.

  Business response

  07/11/2023

  Thank you for your message to the Kansas City Star. Our records show the KC Sunday paper has been stopped. Since our subscriptions do not stop automatically, all renewal notices state, 'the paper will continue unless we are notified otherwise.'  As of today, 7/11/23, the account has been stopped and cleared of any balance. We have cleared the account with KC Star and *** Solutions.

  Please note, *** is a non-reporting collection company. This will not appear on any credit report.

  Please feel free to contact us at ************ ** ************************** if you have any further questions or concerns.

  Thank you

  Customer response

  07/12/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** ******* * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* and find that this resolution is satisfactory to me.
  
  ******** ******** ********

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for the entire year's newspaper delivery. We have not received an actual newspaper since March 2022. My husband and I have called over a dozen times to complain. We have spoken to 2 managers and have been told on other calls that a manager will call us back. That never happens. We have been promised delivery but that has not occurred. We can still get access online, but that is not what we want. Our subscription has been extended a couple of times because of their failure to deliver but not nearly enough for what we already paid. I cannot even speak to a live person because the number is now automated. If we cancel, we cannot even get the electronic paper. We simply want what we have paid for. A NEWSPAPER

  Business response

  06/08/2023

  Thank you for contacting the Kansas City Star. Upon reviewing the account for **** ******* our Customer Experience team will be contacting **** ******* directly and will ensure this delivery issue is resolved and ensure delivery is made moving forward in a timely and consistent manner. The delivery management team has been advised that this needs to be corrected. We have requested photo verification be put in place to ensure papers are delivered each Sunday and Wednesday moving forward. Please continue to call in to customer service to report missed papers it is a vital part in making adjustments for any missed papers they can be reached at *************

   

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have noticed that every month the Kansas City Star is attempting to short my subscription for 1 and now 2 days. I pay my bill for 4 weeks at a time which is 28 days. They repeated short the renewal date. When I inquire about this they say they have a supply chain surcharge fee of .39 cents. I've been told just .39 cents but today was told .39 cents a week and they are taking this by shorting the subscription. First of all the math does not work and second this appears to be a shady way for the KC star to add fees without letting the customer knowing.

  Business response

  06/03/2023

  Thank you for contacting the Kansas City Star. We have reviewed the account for ***** ********* an adjustment was done to honor the expected renewal date by a representative on 6/2/2023. The supply chain charge is a.39 per week charge on all print subscriptions. The renewal notices that are sent to you explain all fees associated with your subscription. We apologize if the supply chain charge was not explained correctly on your phone conversation. This charge took effect in May of 2022 we sent out communication in advance regarding this matter. Your renewal date will continue to change due to this charge. If you have any questions please call our customer service department at *************

  Customer response

  06/05/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:  I have attached a copy of the invoice I receive.  Please show me where on the invoice it states that that the renewal period will be reduced by either 1 or 2 days for a supply chain charge.  I do not have a problem with the surcharge, I have a problem with the fact that it's not transparent and a surcharge should not have anything to do with the length of the subscription.  It should be stated plainly on the invoice 
  Regards,
  
  ***** *********

  Business response

  06/06/2023

  Thank you for contacting The Kansas City Star. An email was sent out to all subscribers on April 6, 2022 regarding the Supply Change Charge. The 2nd page of the invoice under the statement Payment, credits and price increases can adjust your expiration date. A .39 supply chain charge will be applied weekly. If you have any further questions you can call our customer service department at ************* 

  Customer response

  06/06/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because: their response isn’t an answer.   I certainly can’t go back a year to show how they worded the supply chain charge. If they are charging a fee it should be on the bill not by adjusting the renewal. I pay my bill monthly 4 weeks which would be a supply chain charge of $1.56. I would to see the calculation for the daily rate for the paper
  
  ******** ***** *********

  Business response

  06/08/2023

  Thank you for your feedback to The Kansas City Star. Our records show the customer service agent has given a one time credit to update your account. However, moving forward, the weekly supply chain charge will need to be added to your payments. It is $0.39/week or $1.56 every 4 weeks. Your current expiration date is 7/6/23. The total to renew would be $34.99. We apologize that this has not been added directly to your statement. This has been communicated to our management team and we will notify all customers if there are any further updates regarding a change in billing or rates. Your feedback and comments are appreciated. 

  As previously stated, the Supply Chain Charge is included on all invoices, renewals and terms of service, https:/*********************************************************

  Please feel free to contact us at ************ ** ************************** ** *** **** *** ******* ********* ** ********* ***** ***

  Customer response

  06/08/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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.
  
  Regards,
  
  ***** *********

• Initial Complaint

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have refused to stop charging me despite several attempts to call in and cancel my account. I now have a phone recordings of my attempt to cancel.

  Business response

  05/24/2023

  Thank you for contacting the Kansas City Star. The account for ****** **** is scheduled to be stopped on 6/13/2023 which is the next renewal date. The billing information has been removed as requested. Our records do not show any calls to request cancellation. All calls are recorded if ****** **** can provide dates of the calls she says she made to cancel we can pull them. The billing information for this account has been removed no further charges will accrue. If you have any questions please contact our customer service department at ************ or you can email **************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a long-time subscriber and they raised the cost to over $1000/yr, so I emailed customer service on January 24, 2023, and told them no more. They got it, because they responded with an offer to extend at a lower price. Not interested. The carrier kept delivering the paper, although usually on Sundays leave a Topeka Capital-Journal. They sent me a bill. I e-mailed their Cust Service and told them I would pay up to January 24, but not after. Then they turned me over to their collection agency demanding some exorbitant amount, from Jan 3 to sometime in March. I emailed cust serv again, asking them to send me a bill up through January 24. No response. Kept delivering paper, even up to today. In many of their responses to BBB complaints, they say - gee, contact Customer Service first. I did - three times. All I got was a letter expressing sadness that I cancelled my subscription and offering me a new deal. Call off your collection agency and send me a bill for the papers through January 24, and I will pay it. Keep ignoring me and I won't. I don't care if you want to keep giving me free papers - I'm just not going to pay for them. They just keep getting smaller and more expensive. Worst customer service ever. Obviously from other complaints, this keeps happening. Why? Because a lot of their want-to-be former customers just go ahead and pay to avoid the hassle. No wonder the newspaper business is failing.

  Business response

  05/23/2023

  Thank you for contacting the Kansas City Star. The account fo* ***** ***** was due to renew on 12/29/2022 our customer service team received an email on 1/24/2023 regarding the price and wanting to change to digital only and stop the print and requesting a name change on the account. The customer service team replied and offered a lower price for both print/digital and a digital only subscription requesting a response to confirm approval of the digital only price offered. When no response was received the agent should have just cancelled the service with the request to confirm change to digital only was not received from ***** *****. They next communication from ***** ***** was received on May 3, 2023 disputing the balance owed. At this time we have attached a invoice for the renewal date of 12/29/2022 - 1/24/2023. Once the payment has been received the remaining balance will be removed and we will contact ARMS to stop any collection attempts. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When my subscription ran out, I decided not to renew they sent me a bill for $188.24 on April 24,2023 and I called to say that I did not want to renew. I was told that I had to pay that amount because that's what is owed on my account, so I didn't have an option. Today 5/01/2023 I received a letter from a debt collector that I have to pay the amount of $188.24. I do not want to renew, and I also do not owe them any more money.

  Business response

  05/02/2023

  The balance for $188.24 has been removed from **** ****** subscription account #********* and *** ********* have been notified.  I called *** ****** today to let her know the balance has been removed and left a voice message as well as  emailed confirming this has been taken care of.  Both messages conveyed our apologies and explained why a balance accrued; per our terms of services, subscriptions automatically renew unless we're notified to cancel as this allows late payments to reach us to avoid any disruption in home delivery services. 

  Customer response

  05/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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.
  Regards,
  **** ******

• Initial Complaint

  03/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I canceled my subscription in January..I continued to receive paper, so I called and was on the ph for 10mins with KC Star trying to change my request..I was told today I have a balance which I will pay..but I want the subscription cancelled a bill mailed to us..and I don’t ever want to have any dealings with this co

  Business response

  03/31/2023

  Thank you for contacting the Kansas City Star. The account for ******* ********** has been stopped effective 4/2/2023 a invoice for the balance on the account of $116.27 will be sent to subscriber. The balance is for the following dates 1/22/2023 to 4/2/2023. Our records do not show a cancellation request prior to 3/30/2023. A vacation stop was entered on 3/12/2023 to resume on 3/23/2023. Our future billing for renewals is sent out 30 days prior to the renewal so that it gives our subscribers time to remit a payment or contact our customer service department to cancel. The account for ******* ********** will be added to our do not contact list as per the request on this complaint. If you have any questions please contact our customer service department at *************

*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. ↩