ComplaintsforEl Paso Times
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Complaint Details
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Initial Complaint
12/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I want to cancel the newspaper but the El Paso Times makes it very difficult. I cannot cancel on their website and every time I call on the weekend or after work the voice message says to call them back during working hours.Initial Complaint
02/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We are signed up for home daily delivery of the newspaper. The last delivery was January 22, and there have been no deliveries since then. The Times has a chatline. Every morning we reported the missed delivery via the chat line. The representative apologizes and promises to resume delivery tomorrow and it never happens. Very frustrating.Initial Complaint
07/27/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had already canceled my digital subscription to the El Paso Times since June 6, 2022. The agent's name that told me they'd cancel my digital subscription was JM. I canceled it way before I was supposed to get charged for it which wasn't until June 24, 2022. Well to this day I keep getting the runaround from like 5 different people, all telling me the same thing, that my refund is processing, but I still haven't received my refund almost going on two months after I had already canceled with enough time so that I wouldn't be charged. I do have screenshots of all the different agents lying to me that my refund was "already processing" which in fact it never was. All I want is my full refund of $10.65 that I still got charged even though I was told by the agent named ** that I would no longer be charged effective June 24th. Ever since June 6th, I've been lied to and told my refund was already processing but there was always an excuse as to why it still hasn't gone through; that it was a holiday or that it takes **** business days to cancel. Then the last agent, ******, tried lying to me as well, telling me that "the date when I had canceled my subscription wasn't until July 24 so she can't change that cancelation date". We're not even on July 24 yet !!!! So that doesn't make any sense. So after I informed her that I'd be filing a complaint against El Paso Times, she disconnected the chat. I have included screen shots of all the agents lying to me about my refund as well.Initial Complaint
07/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I am submitting a formal complaint with the El Paso Times because they continue to charge ( $26.70 monthly for newspaper subscription) my mother's charge card despite three phone calls I have made to their customer service office (5/31/22, 6/3/22 and 6/19/22) asking that they discontinue her subscription immediately. (My mother is legally blind and can not read the paper nor access it online. I am my mother's POA). I realized the Times was charging my mother's credit card (transaction dated 6/3/22) as I checked her statement recently. I filed an online dispute of the charge with my mother's credit card company two days ago, 7/15/22. The Times subscription department has made no effort to resolve this problem as the charge is now appearing on my mother's credit card (I had been making payments by check before I attempted to cancel the subscription). My mother's El Paso Times account number is TM *******.Initial Complaint
03/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am a Senior Citizen that was contacted for a promotional newspaper subscription for 3 months at a price of around $13 dollars per month. I was never informed that at the end of the 3 months I was supposed to call to cancel the promotion. I assumed that after 3 months the promotion would end my subscription unless I was notified to continue service. On the 4th month I was charged $40 dollars. I called to request a refund for papers I was not getting after the 3rd month and was only refunded a partial of $18 dollars. I am requesting for the remaining portion of my $40 dollars owed to me for service I was not given. Attached is my bank entries for the all the transactions.Initial Complaint
10/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I registered this complaint the first time on 9/21/21. The El Paso Times began billing me an extra $5 to mail my bill to me and I complained that this was not appropriate. The BBB followed up with the Times and had a man call me named ***************. He said he would remove that charge. I asked if this would be permanent and he said no. I would have to call him every month to get it removed. I have repeatedly called today trying to reach him but I was placed on hold every time. I finally left a message with the only available choice, the ads department. No one has called me back. Please help me with this problem. The El Paso Times is very unprofessional and has left me with no recourse in this issue. Thank you,*****************************Business response
10/22/2021
We spoke with this subscriber and confirmed their concerns have been addressed and they have direct contact information.Initial Complaint
09/22/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
This company has started charging me $5 per month to send me a paper bill in the US Mail. No other companies charge for sending you a paper bill. They are trying to get me to set up an automatic deduction from my bank account. This is certainly not fair and I have complained to them about this extra charge. I think it should be illegal. The only way to remove the charge is to set up auto payment to them. It is coercive.Business response
09/23/2021
The El Paso Times regrets the frustration experienced by this subscriber. We left a voicemail for them, offering to assist with billing adjustments and providing direct contact information. We look forward to speaking with the subscriber and providing any necessary adjustments.
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Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.