ComplaintsforFort Worth Star Telegram

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Initial Complaint
10/09/2024
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.
Telegram is trying to not let people be able to download videos to their phones anymore and they are trying to make it so anything about the hurricane or any efforts to try to share important information about it is being stopped because we can't download videos for some reason they are throwing ads at us trying to make people pay more for their services and I'm pretty tired of social media sites trying to do this nefarious bs ! I have tried reaching out to support and I don't get any response back or even an explanation as to why we can't download Certain Videos to our phones anymore. Please contact them and have some one fix this
Business response
10/09/2024
Thank for your message to the Star-Telegram. Like many other news organizations, we offer all readers free access to one page view every 30 days. We rely on subscriptions to keep doing our jobs and serving our community, and we hope that (enter name) consider helping support us by becoming a subscriber. All subscribers who sign up for a print subcription, online access is included 7 days a week or if a customer is a subsciber to a online subscription only, they will be able to view all the content and news the online version of the newspaper to Edition has to offer. A customer can go to ************************************************** to see what introductory promotions we have to offer. If you have any questions, please contact us at ************.
Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My Newspapers are not being placed on my Front Porch according to Instructions in my Delivery profile. I am a Military Disabled Veteran and for over the past 15 years my Newspapers have always been placed on my Front Porch because of my disabilities. During that time period there has been a lot of courteous Delivery Driver except the LAST 2 recently.Tried contacting the Manager (Circulation) and NO RESPONSE.Another 2 Problems: I tried explaining this to the Newspaper Driver yesterday (9/10/24) and he did not help. In fact, he used PROFANITY at me and sped off.Today waited for the Newspaper Driver and he DID NOT STOP to talk. He threw my Newspapers at directly at me from about 40 feet from middle of street.NOTE: There is "Instruction" in my Profile for the Delivery Drivers to put my Newspapers on Front Porch. During the past several weeks this is not being done. On Driver threw my Newspapers so hard that it DESTROYED one my Wife's plants over a week ago.
Business response
09/11/2024
Thank you for your message to Star-Telegram. The account for the *************************** has been reviewed for *********************. We show customer requested to have the subscription switched over from delivery to a digital only subscription effective on August 13, 2024. We received information from ********************* to cancel the account permanently on September 5, 2024. We do show customer does receive the ******************* delivery Monday to Saturday. We do apologize that the customer's request has not been honored for front porch delivery. We will get this issue resolved and we will follow up on the issue of how this was treated by the delivery driver on September 10, 2024. Our office will be contacting ********************* by phone effective today, September 11, 2024 to get the Star-Telegram restarted for delivery. If you have any questions, please contact us at ************

Customer response
09/11/2024
Complaint: 22269836

I am temporarily rejecting this response because the Star Telegram representative APPARENTLY is not aware of the "Reciprocal Agreement" dated back in September 2008, which states that Star Telegram and ******************* will deliver each other(s) Papers including the ******************* in their respective delivery areas.
I am receiving both the ******************* and the ******************* and based on my knowledge the ********************* that Star Telegram contracts (******* and *******) must Deliver these newspapers in my delivery area. I made several calls to *************************, Supervisor of Home Delivery of (******* and *******) at ************ and the calls go unanswered and NO return calls.
STILL UPSET over the Profanity used by the one Delivery Driver yesterday 9/10/24 against and that same Delivery Driver throwing mys Morning Newspapers directly at me from the Road about 40 feet.
The Representative said I would get a call, so I have heard NOTHING.
Thanks,
********************; ************ (home phone) ************ (cell phone)

Regards,

*********************
Business response
09/11/2024
We are doing our best to honor this request for *********************. At times, if there is a carrier change, it may take a day or two to get this request honored during the transition. The office representative left a voice message with their contact information earlier today on customers home phone. We have contacted the customer on the cell phone this afternoon and have spoken with him. Thank you
Customer response
09/12/2024
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.

Regards,

*********************
Initial Complaint
08/05/2024
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.
Fort Wort Star Telegram has been throwing an unwanted sales ad paper in my yard, I have called emailed and posted on their website to stop throwing their papers, they respond sorry we will have it stopped but the papers continues to come . May 8, 2024 I tripped over one of their newspaper and injured myself.
Business response
08/06/2024
We are sorry to hear these ads continue to be delivered to *************************** address. At this time, our Fort Worth Star-Telegram no longer delivers these ads to any households. We have confirmed with the delivery manager and he confirmed our delivery team has not delivered these for years. Please note, there could be other news sources in the area that *** hire distributors to deliver these sales ads papers. If you have any questions, please contact us at ************
Initial Complaint
07/26/2024
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.
Cant cancel the service. Didnt know that I was being charged. You cant cancel online. You can only cancel allegedly by calling a number that goes to a voice recording. Supposedly closes at 4. Id like my money back but number one is that I just want to stop being charged.
Business response
07/27/2024
Thank you for contacting the Star-Telegram. The account for ************************* was started 1/7/2024 through our website those starts are set up for automatic payments. Our Terms of Service which is agreed to at the time of the start that we process stop requests on the next renewal date. You can cancel anytime by calling our customer service number ************ you can cancel online on our website using the contact us tab located at the bottom our our homepage. or by emailing *********************************************** At this time we can cancel the account and remove the billing information so that your account is no longer drafted. The cancellation would be processed on your next renewal date of 8/16/2024. You will continue to have access until that date. Our Terms of service advise subscriber we do not process refund or pro-rate subscription. Please contact our customer service deparment if you have any further questions.
Initial Complaint
05/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Cancelled subscription of the Fort Worth Star Telegram. Auto pay was increased without notification. We only received newspaper on Sunday. They were charging us ****** for 13 weeks. Started this on April 10. Have repeatedly called, emailed, and to this date have not received a refund. Have been given the run around for almost a month. They say they have sent the info to finance **** repeatedly.
Business response
05/09/2024
Thank you for your message to the *********** Star. Our records show the account was stopped 4/10/24. We are sorry to hear you are canceling the subscription. There are a few notes on the account in regards to the refund. We do apologize for the delay. Please look for the refund confirmation email within the next 2 days. The refund amount is $286.85.
Please feel free to contact us at ************ or ************************** if you have any questions or concerns.
Thank you
Customer response
05/20/2024
Better Business Bureau:

Resolved.

Regards,

***********************************
Initial Complaint
03/21/2024
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.
The Fort Worth Star Telegram has to be the worst business in north *****. We have not had our paper delivered to us several times in just the last two months. When I call the delivery person, they never answer the phone or return my call. When I call the Star Telegram customer service, they never follow up on the failure to deliver the paper. They do not reimburse me or give me credit for the days that we did not have the paper delivered. They do not bother to send someone out to deliver the paper later in the day. I get no action at all from these people - just crappy service. Not to mention that the articles are often filled with linguistic errors and poor spelling.
Business response
03/21/2024
Thank you for contacting the Star Telegram. The account for ********************* has been reviewed and our wecare team will be following up with ***** or ********************* directly regarding the missed paper issue being experienced by *********************. We will be working closely with the distribution team and delivery partner to ensure the issue on this route is resolved and delivery is consistent. We apologize for the inconvenience and will do our very best to get this resolved. It is vital to call in each time you are missed we will also go over the complaints logged to ensure credit is given for any missed paper reported. If you have any questions please call our customer service department at ************.
Initial Complaint
01/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Non stop delivery issues. Like they don't care if you get your paper or not. If you try to complain you get message stating call volume heavy try again later.
Business response
01/08/2024
Thank you for your message to the Star-Telegram. We apologize for the service issues that ********************* has experienced, we will certainly be following up on this to get delivery back on track. It is important to us to have the newspapers delivered Sunday to Friday. We will be making a follow up call to customer on Tuesday, December 9, 2023 to ensure that the service has been restored. Please feel free to contact us at ************ if you have any questions.

Customer response
01/09/2024
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.

Regards,

*********************
Initial Complaint
12/26/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The Star Telegram account number *********** was due on September 27, 2023. I called the paper to tell them I wanted to cancel the paper being delivered to my address. They stopped throwing the paper. They then gave me the **Edition which was to cost me $246.80. On October 11, they charged my credit card with $516,96. I have called the Star Telegram at least six times asking them to cancel my entire subscription and give me a refund. They have assured me they would do that. Here it is December 26, 2023 and they have never given me a refund.
Business response
12/27/2023
Thank you for your message to the Star-Telegram. We apologize for the difficulty you had with our customer service team trying to cancel your subscription.
The refund amount of $ ****** is being processed. The subscription has been cancelled immediately.

Thank you,
Star-Telegram
Initial Complaint
12/11/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a digital subscription for the Star-Telegram. I did not receive a renewal notice and on 11/29/23 got a notification from my bank about an unsuccessful payment attempt from them for $103.91. I immediately went online to cancel the subscription. I received an email confirmation that it was cancelled. Then on 12/1/23, I saw that payment for $103.91 was successfully processed on my card. I have been in repeated contact with them requesting a refund of my money. They initially said payments were non-refundable. After repeated attempts to get this refund, they have only said that a request has been submitted and if approved, it would take an additional 7 to 14 business days to process. They have confirmed in replies to my requests that my subscription is "permanently cancelled" yet they refuse to return my money. I have called multiple times, I have emailed multiple times yet they still keep saying that it may or may not be approved. I do not have access to the product that they charged me for, nor do I have my money back for the charge.
Business response
12/12/2023
Thank you for your message to the Star-Telegram. I have looked at the account for ********************************* and customer would of not received a renewal notice due to the subscription is set up on AutoPay to auto deduct each month. We are very sorry for the inconvenience and frustration that this has caused for the customer. The account was cancelled effective on December 4, 2023 and auto renewal has been stopped effective December 2, 2023. Our policy has been changed regarding our no refund policy and qualifying refunds can take a little longer to get approved. The refund request in the amount of $103.16 has been approved effective today December 12, 2023. We will follow up with the customer once the refund is processed on our end, it will go back on the credit card, the method used for payment. If you have any questions, please feel free to contact us at ************.

Customer response
12/12/2023
Complaint: 20985047

I do not wish to accept this response until the refund is actually made to my card. I understand that the business has stated they finally approved the refund but until I actually have my money returned to me, I cannot accept any response. I will be awaiting the actual refund and at that time and only then, will I accept.

Regards,

*********************************
Business response
12/13/2023
Thank you for your message. Our records show the refund was processed on 12/12/2023 in the amount of $103.16. Please let customer know to allow 24 to 48 hours to see the credit back on the credit card. Thank you

Customer response
12/13/2023
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
12/08/2023
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.
I took the star telegram for a while, called and cancelled when I moved out of Fort Worth. They auto renewed my subscription last year, after I had cancelled! They would not refund any money, said it was digital ! Now they did the same thing again, charged me an auto renew!! I should not have to keep calling them every year to cancel. She said it will automatically renew! How can they do that if you cancel? I do not live in Fort Worth, did not authorize this charge and clearly called and cancelled my service! I feel like this is fraudulent! I cancelled and they just auto renew and charge my credit card!
Business response
12/13/2023
Thank you for contacting the Charlotte ********* The account for *************************** was stopped on 10/16/2023. The balance on the account has been removed due to the cancellation processs being completed after the renewal date for this account. No further action is needed. You will not receive any further communication regarding the balance it has been cleared effective immediately. If you have any questions please call our customer service department at ************. We apologize for any inconvenience in the delay.

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