ComplaintsforHouston Chronicle

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for a Houston Chronicle subscription and have been being charged a larger amount than I was aware I would be charged. I would now like to cancel my subscription. However there is no way to cancel my subscription online. I am instead prompted to call a phone number to cancel my subscription. I have called this number several times and each time I go through the automated menu and then the call is terminated. This is the most egregious and predatory behavior I have ever experienced as a consumer. I would like my subscription to be canceled. However, I would also like others to be aware of this horrible practice being done by the Houston Chronicle and strongly suggest that they change this process.

  Business response

  04/02/2024

  Ms. **********,

  Iam sorry to hear that you had this experience.  Our terms and conditions are that you may cancel any time, but we do not offer refunds.  I have made an exception for you and I have the subscription stopping on 4/8/24 with a refund of the $19.96 being returned to you after the account stops.  It will be refunded to the card that it was drawn from within 14 business days of the stop date.  

  Sincerely,

  Angie *********

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a monthly membership in July 2022 and canceled in August 2022. Ever since, they have charged my credit card 19.96 a month. I contacted them, but they say they don't have it in their record. They gave me a number to call and cancel again. I did, but they do not provide any receipt or confirmation of cancelation, so this will keep happening. When they don't provide confirmation again, they will make false claims.

  Business response

  03/28/2024

  Ms.  ******

  After reviewing your account, I don't show any record of you calling the Houston Chronicle to cancel your subscription until recently dated 3/27/24. Since I don't show any communication our process is the Houston Chronicle will remove the back balance and refund the last 3 charges. Any other charges you will need to dispute with your bank.

  Sincerely,

  Angie *********

   

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  October 2, 2023 I called the Houston Chronicle to cancel my subscription. After several transfers I ended up with a man who asked me why I wanted to cancel. I said it was too expensive and continued to go up. He offered a lower rate. I said no, I want to cancel my subscription and I don't think it is right that you offer different people different rates - everyone should pay the same. I repeated this several times. He finally mumbled something about he couldn't give me a refund but that the remaining money would go toward a digital subscription through the end of the year. I repeated that I wanted to cancel my subscription. 10/7/23 my account was charged $15.97 for "services". 2/8/24 my account was charged $9.65 for "services" 3/?/24 my account was charged $9.02 for "services" I started calling 713-362-7211 on 3/13/24 at4:30 pm. (David) transferred to me to "specialist" Eric who immediately left the line when I said I was disputing charges, never returned nor responded. Called again at 4:35, a woman now insisted she had to have my email address, I asked to speak to a supervisor and held for 8 minutes, no answer. I called again at 4:43, immediately on hold, at 4:47 David answered and quickly transferred me to a "specialist". At 4:54 James answered and confirmed that I had an active digital subscription. I said I had not requested this, that I was being transferred around and around and thought it was a scam. He hung up on me. It is a disgrace that the Houston Chronicle allows this sort of behavior to continue. I do not want any type of subscription with the Houston Chronicle and ask for at the least a refund of $34.64. Remove my credit card information. Apologize. My time and annoyance can never be repaid.

  Business response

  03/18/2024

  Ms. *****,

  I have confirmed your account has been canceled and refunded for the amount requested. Your credit card will not be charged going forward.

  Sincerely,

  Angie *********

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Neither of  Houston Chronicle Angie H's statements are correct.  I have received NO credit on my credit card on file nor have I received any other repayment.  I did, however, today 3/25/24) receive a letter from the Houston Chronicle thanking me for being a loyal subscriber and stating that my credit card will automatically be charged $16.99/month on approximately 4/14/24 and that I am enrolled in a continuous subscription.  They gave me the same useless cancellation number 713-362-7211 (where I have already been transferred around and around and hung up on.)  How much more blatant can you be about denying a cancellation?  I think it starts at the very top of the Chronicle's chain of command.
  
  Regards,
  
  Carolyn *****
   
  

  Business response

  03/27/2024

  Ms. *****,

  I did conform your account was canceled dated 3/22/24 and a refund check was mailed to you since the Houston Chronicle no longer has access to refund your credit card.  The refund check was mailed to **** ** ***** ** ******* **  *********** Refunds can take up to 7-14 days to receive.

  Sincerely,

  Angie *********

  Customer response

  04/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  On this date, 4/2/24, I received a check in the amount of $35.26.  The Invoice date was 3/22/24 and the check date was 3/26/24.  I hope that the statement that the Houston Chronicle no longer has access to my credit card is correct.  

  I will continue to watch my statement for further charges.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   

  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I subscribed to the Houston Chronicle in December. Since then I’ve only received 3 papers from them. One in December, 2 in January. It is now February 28th and I haven’t received any papers. I called to cancel my subscription so o wouldn’t be charged, but Houston Chronicle charged me again for March. I called to reverse the charge and was told they do t refund the money and asked why would I cancel. They stated they will not refund the money and that I should have told someone I wasn’t receiving my Sunday paper. (Which isn’t at the top of my list of things today unfortunately for me) I just solely relied on the company to be thorough when delivering. They won’t cancel this next months papers that I have been charged 30 dollars for. I simply said I don’t want the paper and the rep stated she wouldn’t refund the charge. They will continue with the subscription. I’ve been charged 90$ for 3 months so far for only 3 sunday papers. Ridiculous

  Business response

  02/28/2024

  Ms. *******,

  Just a reminder when the paper is not delivered you must call to report the complaint so the field is aware of the issue and get the delivery taken taken care of. As a courtesy I will refund the $90.00 back to your credit card on file. I have canceled the account effective Sunday, March 3, 2024. 

  Sincerely,

  Angie *********

  Customer response

  02/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  

  
  The amount being refunded is more than satisfactory. I was only expecting to not be charged this last month($30) as I no longer wished to be enrolled in the subscription(since I wasn’t receiving the paper) thank you for resolving the issue. Might I suggest a type of tracking app for your delivery routes to make sure each stop Has been fulfilled. 

  
   

  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Account Number: *********  Publication: Houston Chronicle Subscription Type: Unlimited Digital Access Purchase Date: I ordered a $.25 12 week subscription. Three days after I called, Had to spend 30 mins.....on hold and back and forth just to get someone on the phone. They spent the time and said I was cancelled. Asked why I wanted to cancel. I said I dont live in the state and dont need it only did it for a certain article I saw. He was nice and said ok "you are cancelled" you can still use it for the next 12 weeks. 7 months later I am finding out they have been charging me $19.99 a month and want me to "Update" my payment method. They are now saying "They see my call on August 1,2023 first that I called to cancel "BUT THE CALL DROPPED" and they never were able to finish the Cancel. This seems to be some kind of SCAM they are running and the way they "do business" according to other MAny other complaints online. Payments and Refunds conveniently has NO DIRECT CONTACT or phone number and can only receive Emails? I asked why the supervisor cannot just Refund my money now she said "Well the money has already used to "Keep the subscription active"? What the heck does that even mean? Very Shady business to say the least. Will also be filing civilly here for fraud and damages in the next week unless they FULLY REFUND me like I told them too. I have listed the receipt for proof of the first charge.........along with account number. They over charged me over $80 for a $.25 12 week trial subscription. July 31, 2023 Payment Method: Apple Pay - Visa Your payment method has been charged $0.25 for the first 12 weeks. At the end of your introductory period, your payment method will be charged automatically $19.96 every 4 weeks. Cancel anytime. Please review the full terms and conditions provided below.

  Business response

  02/23/2024

  Mr. ******

  I have refunded you all the charges totaling $79.84. The refund will go back to your credit card on file ending in 4255.

  Sincerely,

  Angie *********

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I appreciate the "REFUND" and accept it BUT that credit card they are trying to refund is NO LONGER active. They will need to contact me to get a new card for the refund.
  
  Regards,

  curt
  
  
   

  
  

  Business response

  02/28/2024

  Mr. ******,

  Since the account has already stopped, I will not be able to update the credit card. Please contact your bank the card is tied to and make them aware the refund. refund amount is $79.84. Credit card I have on file ends in 4255, Visa. 

  Sincerely,

  Angie *********

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Im sorry but this is a beyond the pale REDICULOUS response. You are Trying to tell my that YOU the entity that fraudulently charged me almost $80 has NO OTHER WAY TO REFUND MY MONEY? This is from almost 7-8 months ago? The response of "since the account is closed we have no other way to send a refund" is not good. When you have a debit card that NO LONGER exists or works than you cannot spend or receive via that card. You had 100% receive a new card info from me and just refund OR you also have the ability to send me a check. That card is not a Bank or Debit card. It was a credit card.
  Regards,
  
  
   
  

  Business response

  02/28/2024

  Mr. ******,

  Since the account has already stopped I have no way to update the credit card. The only other option is when the refund attempts to process and does not successfully go through finance will refund of form of a check. After reviewing your account I do not show a mailing address, can you provide that to me at angie.*********@chron.com and I will provide that to finance. 

  Sincerely,

  Angie *********

  Customer response

  03/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  It looks like the Refund just hit yesterday on my credit card. Thank you. I will let you know if it does not post for some reason.
  
  
  
   
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/2/2023 I subscribed to the Houston Chronicle digital edition. The terms were $0.25 for the first 13 weeks. At the end of the introductory period, my payment method would be charged automatically $15.96 every 4 weeks. Eleven weeks and 6 days later I was was charged $15.96 on 2/3/24. I was going to cancel due to not using the subscription, so I called their customer service (multiple times). I was told that, since I had automatic renewal set up, they charge my credit card early (automatic renewal was/is the only option). She said that there was absolutely nothing I could do, other than to accept their offer for continuing my subscription at a discount. I was told repeatedly to refer to the Terms of Use, even though I was quoting the Terms of Use to her, and she could not tell me specifically where it said they would do this. I was told there was no one else I could talk to, no one who could help me, no one who could discuss the Terms of Use with me. I was told repeatedly that the Houston Chronicle was not capable of issuing "refunds". Once they charge a credit card, whether it was an error or not, it was done and there was nothing they could do. Per the Terms of Use, "Continuous Service Program. By purchasing a Subscription Product, you will be enrolled in our Continuous Service Program and, depending on the terms presented at the time of purchase, your subscription will either renew automatically at the end of the term specified at the time of subscription or continue until you cancel." I attached my order confirmation and Terms of Use. Every mention of renewal or payment states that I would be charged at the end of the introductory period.

  Business response

  02/09/2024

  Mr. *****,

  After reviewing your account, I did adjust the stop date effective 2/10/24 and refunded you for the $15.96 charge. How the terms and conditions work is you must keep the subscription for the promotional period and in your case for the 13 weeks. You have the ability to cancel once the promotional period has ended which is what prompted you to call and cancel the subscription. Upon renewal the Houston Chronicle will charge 10 days in advance of the renewal date. My apologies for the miscommunication with the agent. I will pull the call and have the agent coached. 

  Sincerely,

  Angie *********

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a 13 week Unlimited Digital Access promotional subscription to the Houston Chronicle on 11/19/23. The introductory period was to expire on 2/18/24. However, I was charged a non-refundable subscription renewal of $19.96 on 2/8/24 (10 days prior to the end of my introductory period date). Text directly from my confirmation email in quote as follows "Your payment method has been charged $0.25 for the first 13 weeks. At the end of your introductory period, your payment method will be charged automatically $19.96 every 4 weeks. Cancel anytime. Please review the full terms and conditions provided below." Please note that nowhere in the Terms & Condition or the FAQ does it state that the subscription renewal will be charged 10 days prior as I was told by their customer service representative over the phone and also see as a common response from the business on this site. Please stop blatantly lying about your own Terms & Conditions to suit your needs and stop this unethical practice of providing misleading information between your confirmation email correspondence and your Terms & Conditions.

  Business response

  02/09/2024

  Mr. *******, 

  After reviewing your account, I did adjust the stop date effective 2/18/24 and refunded you for the $19.96 charge. How the terms and conditions work is you must keep the subscription for the promotional period and in your case for the 13 weeks. You have the ability to cancel once the promotional period has ended which is what prompted you to call and cancel the subscription. Upon renewal the Houston Chronicle will charge 10 days in advance of the renewal date. My apologies for the miscommunication with the agent. I will pull the call and have the agent coached.

  Sincerely,

  Angie *********

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved from Houston and changed debit cards twice and let my subscription expire without adding a new card on file. Since, I had been receiving calls daily from the Chronicle asking me to renew my subscription and even got an email telling me it would get cancelled. I checked my bank statements recently and saw I STILL got charged monthly despite not updating my information and I am FURIOUS that the Chronicle would still push these payments through without my authorization.

  Business response

  02/06/2024

  Ms. *******

  You must call to cancel your account otherwise the subscription will continue. I see you did call in to cancel your subscription dated 2/5/24. I will refund the balance on your account. 

  Sincerely,

  Angie *********

  Customer response

  02/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  
  
  
   
  

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A Chronicle rep was in *******, offering discounted subscriptions. He said it was $30.00 and ******* was offering gift cards to it was only $10 for subscription. I signed up, had no problem with that. They did not mention this was monthly and on autopay. I went onto the app for the paper, and it doesn't allow you to cancel your subscription from the app but a phone number you have to call. I've tried a half dozen times at least, and no one ever answers or puts me on hold with no other information. Then I didn't have the funds in that account, and they've called me 3 times asking for payment. I mentioned that i've been trying to cancel. They couldn't even cancel me, or transfer me. I was given another number that didn't work.

  Business response

  02/04/2024

  Ms. *******

  I have reviewed your account, what number were you given to call and cancel the subscription? As a courtesy I did cancel and subscription and refund you the balance on your account. The receipt you were given does have our customer service number to call. 

  Sincerely,

  Angie *********

  Customer response

  02/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  
  
  
  
   
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company uses a promotional period to get customers and then charges $20 a month and will only allow cancellation by telephone call for which they put you on hold for 20 minutes on average. The make it so that you can register online but have no way to cancel unless you call, and even then will push you to get on another promotional plan. Finally when I cancelled they forced me to pay an additional $35 because I had to put a stop to them through my credit card company.

  Business response

  01/25/2024

  Mr. *****

  When signing up for the promotional offer the terms and conditions state this is a promotional offer for a limited time and will increase to the standard rate of $4.99 week. You do have to call and cancel the subscription to allow us the reason you want to stop, example login issues or a price increase which the Houston Chronicle can offer you a lower rate. I have confirmed your account has been canceled. I will remove the outstanding balance. 

  Sincerely,

  Angie *********

*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. ↩