ComplaintsforOrange County Register

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was charged for the Sunday paper for 2yrs and I have never received a newspaper from the OC register

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an online subscription to the OC Register, for which the last date I made a payment was February 10th, 2021. Since that date, OC Register has attempted to charge my card for my online subscription fee despite that card being blocked and their transaction denied. I am certain that I cancelled my subscription back in 2021, although conveniently this isn't reflected anywhere, including online, as they don't allow you to cancel your subscription online nor do they keep your billing records online for you. I called today and paid the belated subscription fees and told them to cancel my subscription. They assured me that they cancelled it, but I checked my account and they just pushed my cancellation date to October and it says I have an upcoming bill. The OC Register appears to have some shady business practices. They keep your billing history inaccessible online, they don't have an online cancellation option, and they will continue to rack up debt on your behalf by continuing to charge you even after the payment method fails.

  Business response

  07/09/2024

  In review of your account, I found that we received no commuication from you with a request to cancel prior to yesterday 7/8/2024 at which time you cancelled your digital subscription. 

  The agent honored your request to cancel immediately, and not in October. In addition you provided a payment for the past due balance of $41.79,  No refund is due. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We randomly began receiving a Sunday paper from OC Register in March 2024. We assumed it was just coming to the wrong address and didn't think much of it. Since the address is not on the newspaper, I wouldn't be able to find the correct neighbor to give it to, so have just been tossing them. Today, 6/4/24, we received a "Final Notice" for payment, even though we have not previously received anything indicating that the subscription started, let alone that we owed money. The address on the bill is correct but the name is nobody we've ever heard of, nor is it a neighbor we know or a prior owner of the home. I called customer service to clear this up, and the representative said he understood and immediately launched into an offer about, even though I didn't want the paper, we were getting a great introductory deal and would we like to continue the subscription. I obviously said no and asked if the charges could be waived since this was obviously some sort of mistake, and he said no, we should have called right away. While that *** be true, I should have called them, the response leads me to believe that this is a scam being run by OC Register to pray on those too busy or lazy to take the time to call and cancel right away. Even if it's not a scam, and just some random stranger started me a subscription, I should have received some indication from OC Register in the mail that a subscription had been started at our address, so that I would have been more aware of the situation.Thank you

  Business response

  06/05/2024

  **************

  Thank you for writing and proving this information

  Will you please provide the address the paper is being delivered to, so that I may correct the error and resolve the issue with the outstanding amount tyou are being billed for.

   

  - *************************

  Customer response

  06/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  In response to their request, the address is *******************************************. The fake/wrong name on the account was ******************. As far as correcting the billing, I already paid because the customer service rep told me I had no choice. Let me know if a refund is possible.

  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wed May 7 I received a call from ************. They knew my name and address and stated they were going to send me the OC register. Before I could respond that I did not want the news paper they hung up the phone. I called back, spoke to a woman, explained what happened and stated I did not want the newspaper. She said she didn't know who at there office called me but that she would take care of the problem. I called the OC register to complain they said they knew nothing about it. The paper was delivered Sunday May 5, 2024. I called the ************ number and it goes to a recording that says leave your name and number after the beeb but there is never a beeb. I think this is a scam, and a bill will be arriving sometime soon..

  Business response

  05/07/2024

  ****************

  Thank you for sharing your experience with us. We are members of the Better Business Bureau and have a strong committment in resolving any and all disputes. We do contract with a few marketing companies to make sales calls on our behalf and if you provide me with your address and the phone number you were called on, I will be able to find the source of the order. 

  I apologize for all inconvenience caused by this. I look forward to hearing from you. 

   

  *************************

  Manager of Customer Relations

  Southern *************** Group

• Initial Complaint

  04/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife, **** negotiated a reduced 52 week price on 6-1-23 for service thru 6-4-24. It was negotiated with ******* and paid for in total on 6-1-23. I received a renewal notice mid March 2024 with a "paid thru date" of 3-28-24. I called today, 4-17-24, to find out why the reduced time period. In calling the ********** customer service number, I tried to discuss this with 2 ladies in ***************. I could barely understand them and was told, I think, that prices went up and I was now accruing a debt starting on 3-29-24. This is insulting for a long time customer. I was never advised of this. Is this a typical practice of the *** to not honor contracts? Is this legal not to honor a verbal and fully paid for contract? I finally talked to a supervisor, *** (i think) and he extended the paid thru date to 6-4-24, as originally negotiated. He told me to ignore the renewal notice and I would be getting a new one about 2 weeks before the paid thru date of 6-4-24. This is a terrible practice - you should be ashamed of yourselves.Note, my wife **** is on your records for this contract and her phone number is **********.

  Business response

  04/18/2024

  Thank you for contacting us via the Better Business Bureau portal. In review of your account, I found that yes, your subscription date was shortened due the added surcharge. Details of the surcharge fee is printed on our renewal invoices. I see the agent you spoke with did credit back the charges which moved your expiration date back to the orginal date of 6/4/2024, but please be aware the date may change if any future surcharges are applied.    

   

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/2/24 they drafted out of my acct ****** there was a 'SLIMEY sales person who called to offer me ***** for the "e edition" of the paper. I agreed and the year before my rate was about the same so i said yes. I called and cancelled in june or july just to be on the safe side even though they NEVER said i had to cancel. Anyway i get a bill for ****** charged to my debt card (last money in my acct that day) for not sure what. I call on April 2nd they said they said they can not transfer me to america that all the lines are now overseas and they will send somehing for approval. I call back April 2nd 2024 and they are all overseas and they said "its not refundable" i call a 3rd time same day they say they will refund it will take 3-4 business days after i say i will report as fraud to bank, post on ********* and BBB. Now is the 11th and NOTHING. Then called again on 4/11/24 they said it is not been approval for my refund. They said it is not approved at this point. ***** is now saying it will be 7-14 days after approval but it is not approved, they just lie and scam and they never say anything on the phone that amount will go up at anytime. THEN ON APRIL 8th 2024 i get a call from the OC Register (overseas accent) saying they see i just cancelled and they have a new promotion and it will only cost 6 dollars for 6 months. They again do not mention anything about charging ****** 6 month later they act dumb and say it is just for 6 months thats it. They do not say you must cancel, just lying to get you to sign up to take your money. I did not sign anything that authorized ****** for a paper i havent even read and CANCELLED! It is under my email *******************

  Business response

  04/12/2024

  *******************,

  In review of your account I found that you accepted an introductory offer by a Telemarketing agent, who offered 4 weeks of Ad Free Digital access to our products for $12.00. We sent notification the rate would change, and did not hear back from you. The rate changed from the introductory rate to our regular rate and you were charged.

  I also see the agent you spoke with escalated the refund request to our office, and that your refund in the amount of  $234.00 was issued on 4/11, with the funds returned to your **** card ending in 2452. 

  Your account has a notation that you cancelled your digital subscription because of the rate change from the introductory price point. Our agent may not have explained the terms clearly but our pricing is subject to change and any low rates are not perpetutal. Lastly, our subscriptions renew automatically and will continue until we hear from a subscriber asking for cancellation of the account. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A student showed up at my door on Jan 9 asking for a donation by subscribing to one month of the ** sub for $25.00. Two months later I checked my CC statements and saw that I had been charged 3 times ($78.02). I contacted the OC register to cancel my subscription on 3/14/24, which they said they cancelled. I did not receive any newspaper since this date.As of April 8, I have been charged another 3 times (another $78.02) within one month. Total amount is $156.04 now. I contacted OC register twice again and both times they mentioned my subscription was already cancelled and they would check with the "finance department" for a refund. I never received a refund nor any newspaper since 3/14/24.This is a fraudulent company and they continue to charge me without authorization nor delivering any service. I need a refund of $78.02 and my credit card taken off their records.

  Business response

  04/08/2024

  Thank you fo contacting us

  To assist you I will need some additional information. 

  What is your full address, and what are the first 6 digits of your credit card, and the last 4 digits of your credit card?

  Once I received this information **************** will locate the payments in question.  

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a promotional mailing from the Orange County Register on a card by mail. The offer was $40.00 for a one year Sunday delivery of the paper. I sent them a check with the pertinent part of the subscription card. I called the Register on or about March 22, 2024 asking when the subscription would commence. I was told March 31, 2024. I did not receive a paper on March 31, 2024. I called the Register when I arrived home to find there was no paper, around 11:30 am. The automated system said I would receive a credit and they would notify the carrier and I would surely receive a paper on 04/07/2024. Well, today is 04/07/2024. I called right at 8:00 am to report that no paper had appeared and I wanted a refund as my contract with the Register was breached. I was told that I could cancel but only after the subscription of one year was completed and I would not receive a refund. They went on to say that I must have not read the small print that said no refunds. I replied that they failed to deliver the service as promised. I wanted a refund. It escalated to a supervisor. He promised a paper would be delivered to my home today within 45 minuets to 1 hour. If it did not appear, he would attempt to get my money refunded but with no guarantees. It is 5:07 pm and I have not received the paper as promised. I am very unhappy with the OC Register and want a refund.

  Business response

  04/08/2024

  *************************,

  Please accept my apology for the failure in delivering a newspaper as requested. In review of your account, I see that a Sunday Only print delivery should have started on 3/31/2024. While I understand your decision to cancel your subscription. 

  Per your request, the account will be cancelled and refund of $40.00 will occur.  Please allow 7-10 days for a check to be cut and delivered.

  - *************************

  Customer response

  04/08/2024

   I will be happy to accept this resolution after I am refunded. Based on my recent experience with the Orange County Register and complaints here on the BBB, I know they do not always follow through on promises.  I spoke to both ****** and a supervisor names ****** yesterday and was told that I would NOT get a refund. The policy is to never refund a subscription and that I needed to read "the small print". My argument that they did not provide the agreed upon service fell on deaf ears. That is why I will accept the resolution after receiving my refund.

  Business response

  04/08/2024

  To protect ourselves we do sell term orders and issue no refunds, but my decision **** made after seeing that you indeed contacted us both Sundays to report a paper not delivered.   A refund will be issued

  *************************

  Manager of Customer Relations

  Southern *************** Group

  Customer response

  04/12/2024

   As previously stated:

  MESSAGE FROM CONSUMER:
  
   I will be happy to accept this resolution after I am refunded. Based on my recent experience with the Orange County Register and complaints here on the BBB, I know they do not always follow through on promises.  I spoke to both ****** and a supervisor names ****** yesterday and was told that I would NOT get a refund. The policy is to never refund a subscription and that I needed to read "the small print". My argument that they did not provide the agreed upon service fell on deaf ears. That is why I will accept the resolution after receiving my refund.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 25, 2023, I send OC Register a check for $225.46 covering 52 weeks of the paper for 7 day a week delivery until May 2024. However, I received a letter in Feb. 2024 stating that I owed another ****** for the next 52 weeks for paper delivery. I called the OC Register customer service and they stated that my yearly subscription was shorted three months due to higher operating cost. I had a one contract year since they cashed my check for 52 weeks of service. I wonder how many other customer they short changed their subscriptions. OC Register can not be trusted.

  Business response

  03/14/2024

  ********************,

  Thank you for contacting us via the Better Business Bureau web portal. We are members of the BBB and have a strong committment to resolving any and all disputes. In review of your account, I see that yes, your subscription was shortened due to a surcharge charged against your balance. The surcharge was implemented to help offset the higher costs of printing and delivering our products, and is worded into the terms printed on each of our renewal notices.

  The agent you spoke with was empowered to turn the situation around by crediting back those costs, which is the direction I will move. Your account will be credit for the 13 weeks of service and your account will be restarted. Please let me know if this is acceptable to you. If not I will issue a refund for the same amount.

  I apologize for all inconvenience caused you. Please always feel welcome to contact me directly with any questions.

  Best regards,

  *************************

  Manager of Customer Relations

  Southern *************** Group

  email: *****************

  Customer response

  03/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************

  I will take the refund and thanks for all your work

   

  ***************************
  
   

  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I provided a credit card number to the ********************** to start a new subscription of daily delivery and unlimited digital access. The credit card was charged but now The Register states that I dont have an account. No paper delivery and no digital access after three days. Calls go unanswered. All emails I have sent have been ignored. When I try online access I am told my account does not exist. I was able to get through on one phone call and was told I do not have an account.

  Business response

  02/07/2024

  The order was received today at 9:00am and the subscription is scheduled to begin tomorrow February 8th

  Orders do not process in real time, but become effective the following day

  The account number is  *********

*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. ↩