ComplaintsforChicago Tribune

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I wanted to stop the auto renew from the Tribune, I called in the summer and they said fine, but I just auto paid so let it run out. Weeks later I get a bill for $134.85, so I call and get , yes that is what you owe, I said I wanted to cancel weeks ago. So I paid it, and as you can see no other charges, and I made it clear, cancel now. Weeks later I get another bill for $38,09, I call and they said yes extra charges for Premium issues, I said I never got the paper they claim on a Sunday. The person was very mean and said , I got it. I claim I did not. So I refused to pay. Now I get a letter form a collection Agency for the $38.09. Sorry I still refuse to pay to the Tribune for tricking me into not cancelling my subscription. 

  

  Business response

  11/06/2024

  
  November 6, 2024
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Chicago Tribune subscription.
  
  The  feedback and information you provided within this BBB Complaint and your former Chicago Tribune account has been reviewed and proper course of action will be taken, if needed. It seems that when you cancelled your subscription with **************** in July 2024 it was stopped effective your paid thru date of September 11, 2024 The additional charges associated with the premium editions were applicable during the time your account remained active. The additional charges associated with the premium charges which can shorten your paid thru date are reflected within your account disclaimers and Terms and Conditions.  Criteria and details regarding these additional charges are noted on all our new start promotional offers, billing statements and any other correspondence. For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************. In the interest of fairness, due to your feedback, a credit adjustment in the amount of $38.09 has been processed to your cancelled account therefore no further balance is reflected at this time. ARMS collections has been notified to cease any further contact as your account no longer has a balance due and is in good standing. Please disregard any prior bill statements from the Chicago Tribune as those would be no longer valid or applicable.
  
  Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  

  Customer response

  11/07/2024

   
  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,  Thank you for the help an resolving this.   We can count on the BBB to get things done.

  Best Regards
  
  **** ******

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Chicago tribune does not allow you to cancel your service online and they dont post their customer service hours (or days) anywhere. In fact, you have to get several minutes into trying to contact the company before you are told the call center is closed and to call back after 7am. This is a terrible user experience I have called several days in a row without actually getting to speak to anyone. Literally, all I want is for them to cancel their service.

  

  Business response

  10/25/2024

  October 25, 2024
  

  Our sincere apologies for any inconvenience or misunderstanding  you have experienced associated with your  former Chicago Tribune digital subscription.
  
  The information you provided within this BBB Complaint and your cancelled digital account is being reviewed and proper course of action will be taken, if needed.  Your digital subscription was cancelled effective the account's paid thru date of November 3, 2024 as you had requested. For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************.
  
  Customer Service has tried to contact you directly by email to provide any further assistance. **************** has an available automated system available 24 hours but to speak with a live Agent the hours of operation are Monday thru Friday 7:00 am to 5:00 pm and Saturday/Sunday 7:00 am to 12 noon CT.  Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  

  
  

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In March, I received a renewal notice for the Tribune at a rate that I felt was too high. I called to see if there was a better rate available. The counter offer was still too high and I said that I would let my subscription lapse. In early May the Trib contacted me by phone with an offer I accepted ($299 for 1 year payable in 6 month increments. During that call, I confirmed 3 times that this would take me through early November 2024 and opted out of all the special supplements. My credit card was billed for $149.50 on May 7. In September received a renewal notice showing a $149.50 6-month renewal plus a $55.58 past due balance and a much earlier paid thru date than I expected. I called on 9/19, explained that I should be paid up thru early November and was told the issue would be escalated and someone would call me. No one from the Trib contacted me. When my paper wasn't delivered on 10/3, I called once again, explained the problem and was again told the issue would be escalated and someone would call. Still no contact from the Tribune. All I want is the 30 or so days left on my original May 7 renewal. Since the Tribune indicates they record all calls, it should be simple to verify that subscription expiration information I was given in May.

  

  Business response

  10/24/2024

  October 24, 2024
  

  Our sincere apologies for any inconvenience or misunderstanding  you have experienced associated with your Chicago Tribune subscription.
  
  The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed.   Please be advised additional charges associated with the subscription shorten your original paid thru date.  Any  additional costs, which shorten your paid thru date, are reflected within your account disclaimers as well as the Terms and Conditions.  Criteria and details regarding these additional charges are noted on all our new start promotional offers, billing statements and any other correspondence.  For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************. Due  feedback and in the interest of fairness, I have processed a credit adjustment in the amount of $104.90 as well as restarted your home delivery account effective October 15, 2024 with a paid thru date of December 14, 2024.
  
  I have tried to contact you directly but had reached your voicemail several times. Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

  
  

  Customer response

  10/25/2024

   
  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

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been charged double every month by Chicago Tribune since June 2023. After contacting customer service, I found that two accounts were created just one day apart, both linked to the same email address, phone number, and credit ********* are the details of the accounts I gathered during my calls:Active Account #1: Created on June 2, 2023 (I believe I created this account, as the name and address were correct).Active Account #2: Created on June 3, 2023 (this account had my name in an incorrect format and included a PO box I do not own).Both accounts are on autopay, resulting in double payments for over a year. During my first call, the representative hung up when I requested more information. On my second call, another representative processed a three-month reimbursement for account #2 without my agreement, leaving me dissatisfied. I have been double-paying for over a year without a proper explanation.I am also concerned that account #2 may have been fraudulently created, as it contains incorrect information. It is troubling that the system allowed two payments under the same login and payment details. I doubt I approved both subscriptions, yet customer service appeared eager to resolve the issue with just a three-month reimbursement, which I did not consent to as a resolution. Not to mention the amount of time spent/wasted to figure out I was double paying before making the phone calls.

  

  Business response

  10/09/2024

  October 9, 2024
  
  Our sincere apologies for any inconvenience or misunderstanding  you have experienced associated with your digital only Chicago Tribune subscriptions.
  
  The information you provided within this BBB Complaint as well as your digital accounts are being reviewed and proper course of action will be taken, if needed.  After reviewing your digital subscriptions, it seems two accounts associated with your email address were reflected in our system that were started online with your information. Multiple accounts can happen if you subscribe again if receiving the paywall when trying to access your system instead of resetting your password. Multiple accounts are not uncommon as we provide digital services to companies who require this type of digital access. Due to your contact with Customer Service on September 26, 2024, one of your accounts associated with your email address aniwork@gmail.com was cancelled effective September 27, 2024 with a refund processed of the last 3 payments for the total amount of $59.88 which was processed on October 1, 2024 back to your credit card charged.  In the interest of fairness, due to your dissatisfaction with your Customer Service assistance, I have processed a second refund in the amount of $42.92 back to the credit card charged which will total all of the payments associated with this second account for a total amount of $102.80. Please allow 10-14 business days for this second refund to process associated with standard processing times.
  
  Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune Customer Service Department at 312-546-7900.
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer response

  10/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22344317, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kwok Ling Kam

• Initial Complaint

  09/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I receive regular deliveries of the Inside Shopper coupon pages from the Chicago Tribune. They are delivered to my house wrapped in a plastic wrapper. I never requested these deliveries. I emailed the address on the wrapping and received an error message back. I called the number which went to the Chicago Tribune and was told I would be removed from the list of people receiving deliveries. I am still getting these deliveries. It is wasting paper and plastic. All I want is for the deliveries to stop. I know this company does this to many people and I would guess most never request it. This is a true waste and annoyance. Please just make the deliveries stop.

  

  Business response

  10/04/2024

  October 4, 2024
  
  Our sincere apologies for any inconvenience or frustration you have experienced due to the free Inside Shopper deliveries associated with the Chicago Tribune.
  
  Your  feedback is acknowledged and proper course of action will be taken, if needed. Customer Service has reached out to you in order to obtain your delivery address information. The request to have the free deliveries stopped has been escalated to the local Distributor for assistance as there are no active accounts associated with your delivery address. Thank you for your patience and understanding as this is being reviewed for assistance.  Your delivery address has been designated as "Do Not Deliver" in our system due to your request.
  
  Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Chicago Tribune Customer Service Department at 312-546-7900.
  
  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  09/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I never had any subscription with this company. They continuously send junk mail to my mailbox which I cannot check that often. Every time I get to my mailbox, there are 6 issues of inside shopper clogging up the mailbox with important pieces of mail hiding in between all the junk. I have called 4 times. Every time they explain they'll stop sending it. But every time I go to my mailbox, there is more there. A novels worth of paper.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a promotional offer for the digital edition of the Chicago Tribune on 9/8 and then went to cancel my auto-renewal and my subscription shortly afterward. But while the Tribune is required by Illinois law to have an online cancellation option if you subscribed online, the page they direct you to for cancellation, ********************************************************************, does not have a cancellation option. They do have a button that says "cancel subscription" in their site navigation but this has done two different things for me, neither of which successfully cancelled. Once it produced a pop-up that says my cancellation was successful, but my account still shows as active, the other time it went to a feedback form which had an option for cancel account, but after selecting that option and submitting it my account hasn't been cancelled.They also have a subscriber agreement at ******************************************************* which says that you can cancel by email, but the section the agreement points you to to find the relevant email doesn't even contain any email addresses. Finally, I've also called their customer support. The ** *** told me that they were not even able to cancel my account but that they would escalate to someone who would cancel it and confirmed I would receive an email with written notice it had been cancelled. That has also not happened. I just want my subscription cancelled with written confirmation that this has happened to ensure they don't try to bill me after claiming that it is cancelled.

  

  Business response

  09/25/2024

  September 25, 2024

  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune digital subscription.
  
  The  feedback and information you provided within this BBB Complaint and your cancelled digital account is being reviewed and proper course of action will be taken, if needed. Please be advised that **************** did received your cancellation request and cancelled your account effective September 18, 2024. As per our procedure, usually a cancellation is processed at the end of your current paid thru date and not prior to that time as you agreed to a subscription during your new start order. This is the information which was provided by ****************. Criteria and details for all subscriptions are included with all our new start promotional offers, billing statements and any other correspondence. For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************. In the interest of fairness, a  refund of your payment in the amount of $1.00 was refunded back to you by refund check and no further payments will be processed as your credit card has been removed from the cancelled subscription. This refund check has been mailed to the address reflected in this BBB complaint which will be received within the next ***** business days due to standard processing times and mailing timetables.

  
  Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  

  
  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We keep receiving the Inside Shopper ads in our mailbox from the Chicago Tribune. We do not subscribe to the Tribune, nor have we requested these mailers.They are a waste of paper and we do not use them. But they keep appearing.Please do something about this company.

  

  Business response

  09/19/2024

  September 19, 2024

  Our sincere apologies for any inconvenience or frustration you have experienced due to the free deliveries associated with the Chicago Tribune.
  
  Your  feedback is acknowledged and proper course of action will be taken, if needed.  After researching this concern, there are no current active mailed accounts associated with your delivery address. Thank you for your patience and understanding as this is being reviewed for assistance.  Your delivery address has been designated as "Do Not Deliver" in our system due to your request so please allow ***** business days to finalize in our system.

  Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Chicago Tribune ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spoke to the Chicago Tribune **************** Team around August 5, 2024. I had already paid another $25.00 toward my Subscription cost. I had told the last person in **************** in July 2024, that I would make another payment in August, which I did. I asked them to notate my account. Instead, they stopped my paper on August 4th, 2024. I had told them repeatedly that I am a Senior with disabilities on Social Security and that I only receive that payment once a month and the date varies from month to month. They didn't care. I spoke to a **************** Agent on August 5th. He was rude and dismissive with me. He said he could not help me. I tried to talk to someone at the Tribune in **************** one more time on *********. His name was ***. I wanted to try again before contacting the BBB. *** was short with me and demanding the full amount of $60.28. I informed him I made a $25.00 payment and I would try to get another payment in toward the balance asap. He didn't care. He said he could not help me or work with me, and he would Not attempt to restart my subscription. I told him then I would have to go to the BBB. He told me to go ahead. On another ongoing issue with the Chicago Tribune paper, I have for the last Year and a Half, reported to their **************** Team that my papers were not double wrapped during rainy weather and continually damaged. They said they would report this but nothing has changed. I don't know what kind of **************** people the ******************** is hiring, but they are Not Helpful, Do not Care about the Customer and Fail to do their Job in a Professional manner. I am so frustrated and disgusted with this ongoing scenario. I have Not received my paper for weeks now.

  

  Business response

  09/19/2024

  September 19, 2024

  Our sincere apologies regarding any inconvenience or frustration associated with your Chicago Tribune 7 day home delivery subscription with unlimited digital access. Thank you for being a valued long time subscriber.

  The information you provided within this BBB Complaint as well as your customer experience associated with your home delivery account is being reviewed and proper course of action will be taken, if needed. After reviewing your account, It seems **************** had processed credit adjustments but the automated system in place stopped your account due to the outstanding balance due as well as the multiple credit card declines from prior payments. Due to this matter, credit adjustments have been processed in the amount of $86.07 which lowered the outstanding balance in addition to your most recent payments. Your account was restarted due to your valued feedback effective September 19th and notated accordingly during your **************** contact as assistance was provided due to this matter. 

  Once again, sincere apologies for any inconvenience. Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  09/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I continue to receive a free publication of unsolicited junk mail called Secret Shopper from the Chicago Tribune. This is despite my many attempts to cancel this delivery. They always assure me that I will no longer receive it after 3 weeks. Its been 6 months since my last attempt to cancel and they still continue to litter my front yard. I hope to catch the delivery person dropping this off and will give them a piece of my mind.  

  

  Business response

  09/17/2024

  September 17, 2024

  
  Our sincere apologies for any inconvenience or frustration you have experienced due to the free Inside Shopper or any free deliveries associated with the Chicago Tribune.
  
  Your  feedback is acknowledged and proper course of action will be taken, if needed. The request to have the free deliveries stopped has been processed in our system therefore the the local Distributor has been notified of the information you have provided and ongoing request. After researching this concern, there are no active accounts associated with your delivery address provided. Thank you for your patience and understanding as this is being reviewed for assistance.  Your delivery address has been designated as "Do Not Deliver" in our system due to your request.
  
  Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Chicago Tribune ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

*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. ↩