ComplaintsforAustin American-Statesman

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Initial Complaint
01/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
To whom it may concern:On Dec 11th 2023, I was billed $12 for a monthly newspaper subscription, which had increased from $4.33 monthly. Upon seeing the increased rate, I called the Austin American Statesman on Dec 12th requesting the immediate cancellation of the subscription and refund of the $12 charge. However, I continued to receive the subscription. I called back on Dec 15th and was told by the customer service representative that the cancellation was in progress and that the refund was under review. I also sent an email on Dec 18th 2023 requesting confirmation of the subscription cancellation and refund; I never received a reply. As of today, January 8th ****, I still have yet to receive a cancellation confirmation or refund.I'm seeking help from the Better Business Bureau for Austin American ********** unethical business practice of continuing subscription services despite multiple requests from me, the customer, to cancel. I also want to make other potential customers aware of the Austin American Statements' deceitful business practice of charging customers an increased rate without advance written or electronic notification.Prior to this incident, I had been a subscriber to the newspaper in the past and had canceled before without issue. This is the first time they have not acknowledged nor confirmed my request to cancel and issue a refund with the intent to charge me more for their monthly rate.My account number with the ********************** American ******** is 1441548522.Thanks and best regards.
Business response
01/11/2024
January 11, 2024

*********************
, **************
Daytime Phone: ************
E-mail: **********************************************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding **************** and his newspaper subscription to the Austin American Statesman. Per ******************' request, the account will stop on 1/12/2024. **************** subscribed to the newspaper on our website on 5/15/2022 for a promotional offer of $4.33 per month converting to $12.00 per month after a year. His subscription should have converted to the $12 monthly charge on 5/15/2023 but due to a system issue and over-extended credit, the rate did not convert until 12/11/2023, 7 months later. Since 5/15/2022, there have been 15 complaints entered for missed Sunday delivery and we have issued 35 days of credit to the account extending it an additional 20 weeks beyond what was paid for. We do not cancel subscriptions until the date of expiration so the stop was placed for that date and we do not notify customers of the promotion rate change since **************** signed up on the website and had to agree to those terms and conditions before the subscription would have even become active. We will, as a courtesy, refund the $12 this one time.
.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Customer response
01/12/2024
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.
While the proposed resolution is acceptable to me, I would like to wait until the refund is issued in full by the Austin American Statesman before the complaint is formally closed. Once I received the refund of $12 back to my original form of payment, I will follow up in writing in this case ******** (using the link and code provided in the email I received) to acknowledge receipt of the refund, at which time the complaint can then be closed.
Thank you to the BBB team for helping to resolve this issue. Greatly appreciated.

Regards,

*********************
Initial Complaint
10/13/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
New print edition of the Austin American Statesman newspaper was placed on 9/28/23 for an at home delivery Sunday thru Friday. Following activation of my account, I have received all but one paper at my home. I have called no less than 5 times to complain, filed daily complaints about missed deliveries and reached out to **************** via their website chat option - all have resulted in absolutely no assistance or steps to correct the issue. I am paying for a service that has not been provided as advertised and there is no recourse or remedy taken by the Austin American Statesman to provide any assistance whatsoever.
Business response
10/16/2023
October 16, 2023

*********************
*********************; Austin, **************
Daytime Phone: **************
E-mail: *********************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ********************* and the delivery of the paper. We apologize for any frustration this may have caused.
After reviewing his account, it appears that the carrier missed the start and when **************** called in to speak to customer service, they failed to notify a District Manager that there were ongoing issues. **************** has since canceled his subscription as of 10/13/2023 and we have issued him a full refund for the payment he made on 9/29/2023.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Customer response
10/16/2023
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
08/25/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Attempted multiple times to cancel through Website portal with site failing - and finally received notice via email that auto renewal was performed without my consent.Called to get service canceled and was still charged for days after attempted cancelation
Business response
08/31/2023
August 31, 2023

*************************
************************** ********** ** ******************************** 78613
Daytime Phone: **************
E-mail: **********************************************************

Complaint: #********

Please accept this as confirmation we have received a complaint from your offices regarding ************************* and his eNewspaper subscription to the Austin American Statesman. Per ************************ request the account was stopped on 08/26/23. All attempted payments were not processed, therefore no credit or refund is owed.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Initial Complaint
08/22/2023
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Despite multiple requests to delete my information (directly and via the privacy portal), I still receive unsolicited e-mails and physical mails from Gannet/Austin American-Statesman. Of note, the Gannett privacy portal is useless as it won't process any deletion request.
Business response
09/05/2023
September 5, 2023
*************************
*********************************** 472
Austin, ** 78705
Daytime Phone: **************
E-mail: ********************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding **************** and her request to have her information removed from our databases. Based on the information within her previous account, the email address and phone number have been removed. We apologize for the inconvenience we are unable to provide the phone number she has requested. Most marketing materials are prescheduled, we ask that **************** allow up to two weeks to see the emails and mailers to cease completely.

We appreciate the opportunity to address these concerns.

Thank you.
Customer response
09/05/2023
Complaint: 20503505

I am rejecting this response because: the company submitted a request via the online privacy form (ID ***********. I have done that multiple times myself and it did not work. The request is being closed by the privacy team after a few weeks with no resolution or after being marked as resolved, but I am still receiving emails and now physical mail after some time. This is indicative that the data are still retained somewhere. Therefore, I do not consider this resolved until I get written confirmation all data have been deleted.

Regards,
*************************
Business response
09/07/2023
September 7, 2023
*************************
*********************************** 472
Austin, ** 78705
Daytime Phone: **************
E-mail: ********************************

Complaint #********

Please accept this as confirmation we have received ******************** rejection. As we stated, marketing materials are printed in advance and emails are prescheduled. There are materials that are addressed as "Current Resident" and distributed. These will not stop. If the Data team has closed or resolved the request, then the proper transactions have been taken. ******************** account no longer has her email or phone number listed; this will cease any new material going to her. We have also marked her address as 'Do Not Mail'.

We have taken the steps necessary to meet ******************** request. We appreciate her patience.

Thank you.
Customer response
09/07/2023
Complaint: 20503505

The material was not addressed to "current resident", which means my personal information was retained by the system and used despite multiple confirmations in the past that my information has been deleted. Those cancellation requests were made through the same system (Privacy portal), which is not working as intended.
Additionally, the fact that my address and name is marked as "do not mail" means the data are still retained and that is probably why it is being used from time to time despite multiple requests not to do so. I want to stop receiving emails and physical mail from Gannet and I want to make sure my data are not retained/used without my consent.
Could someone (not the privacy portal) provide me with written confirmation that the data has been deleted? Do you have a data protection officer I can forward my request to?
Regards,
*************************
Business response
09/18/2023
*************************
******************************* APT 472
Austin, ** 78705
Daytime Phone: **************
E-mail: ********************************

Complaint #********

Please accept this as confirmation we have received ******************** rejection. We have sent ******************** information for removal for our Data Teams. Requests are completed in the order they are received. As previously mentioned, marketing materials are prescheduled well in advance. She is encouraged to recycle any unwanted materials.

Thank you.
Customer response
09/19/2023
Unsatisfactory, the business has no intention to fix the issue (same experience by multiple customers as noted in several independent online reviews).
They do not want to confirm data has been deleted (because they can't, as shown by ongoing mail received despite my data have been "cancelled" multiple times before) nor they are providing with the contact information of the data protection officer to proceed with an official inquiry. Not surprising, very frustrating, I regret the day I decided to support my "local" newspaper.
Initial Complaint
08/16/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
For the past year ( since the "restructuring" of their delivery service) we have inconsistent deliveries of our papers. They have been delivered late (well after the 7:30 am cut-off) or not at all. We now have not received our paper since our vacation stop expired four days ago. Trying to reach customer service is all but impossible; the only option, it seems, is to go through the automated system. I tried to contact the paper by this method but the system doesn't seem to accept more than one day's issue. The telephone number published in their customer service information is not in service. None of the other numbers allow for me to talk to an actual human being. This is ridiculous! We want to receive our newspaper (and our New *********** since the *** delivery people deliver both) consistently and on time!
Business response
08/23/2023
August 23, 2023
*************************
**********************;
***************, ** 78746
Daytime Phone: ***********

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ****************** and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.

The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.

********************** account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Initial Complaint
05/23/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
For the past two or three years, we have experienced bad delivery service of our newspaper. We always report delivery issues promptly by both phone and email. After several attempts to resolve the non-delivery issues, the ******************* will often improve for a short period of time, and then the paper won't show up, sometimes for days. They respond to our complaints via email with the same form letter. They always "remind" us that we can access the newspaper online, which ******, a 74-year old disabled ******** veteran and stroke survivor cannot do. I (his wife) have explained this to the Statesman multiple times. Since Sunday, May 14th, 2023 we have received three newspapers, although we are paying for 6 days a week. They always credit us for the missing newspapers by extending our subscription. There a fewer and fewer things that my husband can do now, and he waits anxiously every day for the paper to arrive. I don't understand why this is so hard. We just want our paper delivered every day. Thank you for your help.
Business response
06/12/2023
June 12, 2023
************ & ***********************
************************************************************ 78621
Daytime Phone: **************
E-mail: *******************************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding The ******* and the delivery of their paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.

The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.

The ******* account has been documented and credited accurately based on the choice they made using the automated systems. I notified their carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Customer response
06/28/2023
Complaint: 20096089

I am rejecting this response because:
The Austin American Statesman newspaper delivery has improved - until today. We did not receive the paper today, Friday June 23rd, 2023. I will report the missing paper via the proper channels.

Regards,

************ & ***********************
Initial Complaint
05/22/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was a long time subscriber for about 20 years. I finally had to cancel my delivery because I kept getting excuse after excuse as to why I was not getting my paper. Finally they told me that my area had no carrier, so I just cancelled the paper. I kept getting mail about coming back to the paper, so I called customer service and they informed me, yes, I do have a carrier now. I opened a new subscription and Im still waiting for my paper to be delivered. I call everyday!!!! They tell me its escalated, but still no paper. I feel this is a fraud to just get money and never deliver the product. Any help is appreciated.
Business response
06/12/2023
June 12, 2023
***********************
*************************************************** 78610
Daytime Phone: **************
E-mail: *********************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding **************** and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.

The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.

******************** account has been documented and credited accurately based on the choice he made using the automated systems. I notified [[NAME]]s carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Customer response
06/12/2023
Complaint: 20090585

I am rejecting this response because: I finally sent numerous emails throughout the statesman and ********* email system. I was contacted by ***** , with a local phone number, and he took care of the issue. I have his number for anymore disruptions. The customer service number with the paper does nothing to help resolve any problems. I had to take on emailing company managers and staff to get this resolved. I am now getting my paper.

Regards,

***********************
Initial Complaint
04/12/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
i have been a continuous customer of the print edition of the ********************** since approx july ****. i lived in austin until the fall of 2017, when i moved to my current house in *********, **. i had my paper delivered to me everyday until it just suddenly ceased on wed, march 29, 2023. i have contacted the customer service **** everyday since then including talking to approx 9 supervisors. i have not received an answer as to why all of sudden after 5 years hear in *********, my delivery was stopped. i also cannot get a concrete answer as to if and when my delivery might resume.i am looking for accurate answers to this issue. i love reading the aas (as witnessed by my 31 years as a subscriber), so i do not want to cancel my subscription. however, my attitude about can change if it turns out they will no longer the deliver the print edition to me via a carrier (and if it is to be by mail only, that would not be acceptable.
Business response
04/19/2023
April 19, 2023
***********************
*****************************
*********, ** 78676
Daytime Phone: **************
E-mail: ****************************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding **************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.

The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.

Mr. ******* account has been documented and credited accurately based on the choice she made using the automated systems. I notified his carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Customer response
04/19/2023
Complaint: 19926642

I am rejecting this response because: they have known about this issue since 3-29-23 and it should not take 3 weeks to either hire a replacement carrier and/or a temporary carrier until a new carrier is in place. the fact that they are crediting my account is a given since they are not giving me the product i am paying for. their "our hands are tied" excuses are not acceptable.

Regards,

***********************
Business response
05/01/2023
May 1, 2023

***********************
*****************************
*********,** 78676
Daytime Phone:**************
E-mail:****************************************

Complaint #********

Please accept this confirmation we have received Mr. ******* rejection. We are unable to speak to the hiring process of our District Managers, but as previously stated, despite if a route as a carrier assigned to it or not, all subscribers should receive delivery. Our District Managers or substitute carriers delivery the paper when and if a regular carrier cannot fulfill their duties.

I have escalated Mr. ******* concerns to our Delivery Escalations Team and requested an immediate correction to his ongoing delivery issues. Please note **************** received 65 days in credit for the 30-day month of April.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist

Customer response
05/01/2023
Complaint: 19926642

I am rejecting this response because: i will not be content until i start receiving my paper again like my last 31 years as a loyal customer. i do appreciate the credits, though that is the least that can be done since i'm not receiving the product i have been paying for. on sunday, april 30 (yesterday) i drove about a 1 mile circle around my house around 7:45am and witnessed at least 8 driveways with newspapers on them. one address is literally a half mile from my house. at another house about a mile away i, by pure happenstance, encountered a lady getting her paper from the driveway. i confirmed with her that it was indeed the austin american-statesman and she also confirmed she had been receiving the paper everyday these past 30+ days that you guys have not been delivering a single paper to my house.
fix this & get my paper delivered to me!!!

Regards,

***********************
Business response
05/15/2023
May 15, 2023

***********************
******************************************************************; 78676
Daytime Phone:**************
E-mail:****************************************

Complaint #********

Please accept this as confirmation we have received Mr. ******* rejection. We have reviewed his account and show that the ongoing delivery issues have not been resolved. I have sent his concerns to the District Manager and the Circulation Director,requesting their involvement in finding a consistent, satisfactory resolution.

We are aware of the issue and will work diligently to correct his delivery issues.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist

Customer response
05/15/2023
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.
i finally accept because yesterday (5-14-23) i spoke with customer ******************, and told her of my ongoing problems for approx 6 weeks. i had been begging previous representatives and supvs to please make a phone call to talk on the phone with the local people in austin about the delivery issue. ****** actually did just that and lo and behold i got my paper this morning for the first time since march 28!
i cannot thank ****** enough for doing more than the minimum which is all that the previous people did and which caused this problem to go on for way too long! she deserves a special award from you guys as far as i am concerned. if you pull up my account and see the notes from my telephone call yesterday, you should be able to find ******'s information.

Regards,

***********************
Initial Complaint
03/16/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Over the last month, I have unsubscribed from emails from the Austin American Statesman multiple times. I contacted their help desk last week online and once again clicked the unsubscribe button at the bottom of their email messages again yesterday, asking to be removed from all subscriptions. As of today, I am still receiving their messages. I have done this at least five separate times. I am continuing to receive emails from them in my inbox, and I want it to stop. This is similar to trying to cancel my subscription last year, where the person on the phone was insistent that I not cancel and it took quite some time to get that task done.They need to STOP sending me emails immediately. I am tired of this.
Business response
03/31/2023
March 27, 2023
*****************
******************************************************;
***********,** 91913
Daytime Phone:**************
E-mail: *************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding *********** and the delivery of unwanted email Newsletters and solicitations. We apologize for any frustration this has caused. I have requested his email address is removed from all correspondences going forward. This can take up to **** days to be fully completed.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Initial Complaint
02/22/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Austin-******** Statesmen was happy to take an annual lump-sum, but they did not actually deliver any papers. Looking on ****** reviews, Yelp, and here, I am not the only one. This is a fraudulent business operation that I don't think actually has an interest or an attempt to deliver a newspaper. I never received any newspapers after calling multiple times and emailing. They always said they would flag, prioritize, etc. my request and that they would deliver the paper later, but it never happened. Very disappointed that a big company in a dying industry would resort to these tactics to people who just want local news. Shameful.
Business response
03/07/2023
March 6, 2023
***********************
16721 *********
************, ** 78660
Daytime Phone: **************
E-mail: *************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ****************** and the delivery of his paper. Based on his account, ****************** scheduled the termination of his delivery on 2/19/23; two days before filing this complaint. ****************** did not make a 52-week payment as implied in the first line of his complaint. On 1/23/2023, he made a $4.00 payment for one month of delivery. This amount was refunded in check form and mailed to his address. We ask that he allow 45 days from the processing date of 2/21/2023 to receive.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist

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