The Charlotte Observer

Billed for newspaper subscription that was never delivered.
In early February, I signed up for Sun delivery of the Charlotte Observer at a kiosk in the *** on ***. I was charged $18.14 for the subscription. The newspaper was never delivered. I have disputed the charge. After receipt of a subsequent bill, I called to complain that I had never received any newspaper deliveries and I was assured that the balance would be removed from my account. A few weeks ago I received a letter from a collection agency (ARM Solutions, Inc.) for a delinquent account of $26.22. To this date, I have not received a newspaper delivery.

Told telemarketer to stop paper in April 2018, they continued to call and harass to continue subscription. They kept sending paper. Did not want
Talk to rep in July and explained , how many times do I have to say no I don't want. Ask to have bill removed and to follow up once you spoke with a supervisor. No one ever called back. Yesterday I get a collections letter for $48

I paid for a Sunday subscription at beginning of 2018. I have not had a paper delivered since May and have called every week to complain.
I am not receiving the Sunday paper that I have paid for. They missed many deliveries and I was told the subscription Would be into extended through August. That was in May. And I have not received a paper since. I moved the beginning of June and called them to let them know my new address. I have not received the paper at my new address yet. I have called every week and I'm assured a manager will call me,but they hever have and I never receive a call and I never received a paper. I'm totally fed up.

I was billed for the newspaper after my subscription ran out. Now they have hired a collection agency to collect for subscription not ordered.
My subscription ran out the end of March. They continued to deliver the paper after March 31st.I did not order nor did I want it delivered.I get a call stating that I owed them for the delivered paper, however if I paied a reduced fee and re-subscribed I would not owe the entire bill.I declined and told them that I stopped my subscription on March 31. They said it was my responsibility to notify them of my cancellation. I did NOT know this and think this is a deceptive business practice. I am 72 years old and I don't think I or anyone should be required to remember something from months ago. They should know that it is primarily older people like me are the only ones that subscribe to a physical newspaper. I consider this is a scam. They should have notified their carrier that my subscription had ended and to stop delivering. I thold them this. If they wanted me to renew, they should have contacted me.

Money was taken ILLEGALLY from my Visa account. I had a contract for $12.80 a month for a year $18.40 was taken out three months prior to expiration.
I have made numerous attemptsphone calls and emails regarding this refund only to be told to be patient and that it was being processed. This has gone on since June without a refund being sent. It' not the money now its the idea that they took more money than they were authorized to take from my account which is in fact Stealing as far as I am concerned.

I signed up, for a month, in June. Now, in Aug. they are charging me again. I have reported this to the bank.
8-6 $10.71 *** Showed on my bank account, taken out for service. I only signed up for June.

This is fraud.

I have tried for 2 months to get that "free" Encore paper to stop being thrown in my driveway! I want it stopped immediately!
I have tried for 2 months to get that "free" Encore paper to stop being thrown in my driveway! I get same form letter stating they are getting it stopped...when I call they are getting it stopped...here it is two months later and it is still be thrown in my drive AND being delivered in US Mail...this is a waste to say the least. Please do what you can to get this stopped! I lost my husband of 50 years in March...I'm a cancer victim since 2012 and had heart surgery on July 5th! I don't need free anything to deal with since I have to drive my car to the end of my driveway to even get my mail...obviously the Observer has no feeling for people or in working to honor request!

Observer referred Mrs. to collection agency for a bill that was paid on time. Proof was presented. Still harassing via mail and phone.
Copy of registered letter below that was sent to billing department regarding this matter. Confirmation of reciept that the letter
was delivered has been received. The calls and threatening letters from the collection agency continue. All pertinent information with account numbers, dates, etc. are included.

***

To Whom It May Concern:

This notice is sent with regard to *** concerning a billing matter on behalf of my father, ***. ***, Sr. My father has durable power attorney for my mother, ***. Mrs. received a bill dated March 22, 2018 that would provide for delivery of the Observer until June 13 of 2018. That bill was paid with check number *** in the amount of $110.50. This check cleared the bank on April 9, 2018.

A letter from the Observer dated May 10 of 2018 stated that delivery of the paper was stopped for non-payment. Subsequent to that letter, a notice from a collection agency was sent to my mother for payment in the amount of 47.60.

The concern is twofold. Obviously, there has been a book keeping error. Secondly, it is totally ridiculous to refer a long time Observer customer to a collection agency for such a trivial amount, especially when said customer has always faithfully paid for the subscription in a timely manner and the error was the onus of the Observer.

On July 9, I called the customer service department on my father's behalf and spoke with one of the agents concerning this matter. I presented the required information regarding delivery address and account number. Denise stated that there was no balance on the account and that it was paid through July of 2018. I absolutely have no words for how an account could have delivery stopped for non-payment, the matter referred to a collection agency for less than fifty dollars, and although no paper has been or is being received since early May, that the account is now paid through July of 2018.

My father shall expect the Observer to issue a refund to my mother for the part of the subscription that was paid and the paper undelivered. This requirement has been expressed to the customer service agent with whom I spoke. Be advised that, should Mrs. receive any more communication regarding this matter from a collection agency, we will refer the issue to our family attorney, all news outlets, and consumer protection agencies. Furthermore, WE WILL NOT ACCEPT ANY MORE DELIVERY OF THE OBSERVER for any reason, even if it should be sent as a "courtesy" or an "apology" for your mistake. All business with the Observer is terminated due to this shameless attempt to extort money from elderly customers with your scare tactics.

***-***/***. *** (Durable power of Attorney)
On behalf of Observer customer ***
Account number CLT-***
Delivery Address:

I have been requesting to opt out of the Observer Values for over 3 months and every week they litter my lawn.
My husband and I originally requested to opt out of the Observer Value (weekly free newspaper of advertisements) back in April 2016. It took until Sept 2016 to get them to stop delivery only when I escalated the issue to a family friend who is on the board of one of their predominate advertisers, where it immediately stopped.
The paper than started again in April 2018. On May 10 I requested to opt out and since have been going back and forth with their customer service reps who insist they have escalated the issue, but every week they litter my lawn.
I do not like utilizing my father's relationships in this way so I am hoping the Revdex.com can resolve before I get their advertisers involved again.

none delivery of paper that I subscribe to
I have a subscription for Sunday delivery. For the last four Sundays I have not received the paper I have subscribed to. We have called for the last three weeks complained. We were told that messages would be sent to the proper dept. to correct this issue. On August 12th we called around 8:45 and were told that a paper would be delivered by10:00. This did not happen. The only people we have been able to talk to is in a call center, somewhere.

Renewal notice does not clearly and prominently notify customer that the subscription is autotomaticalky renewed.
When the renewal notice was received, and subscription rate was triple the previous cost, we elected to not to renew and did not return the renewal form. For several weeks after the subscription period ended, we continued to receive a daily delivery of the Observer, together with the paper copy of The Wall Street Journal, for which I continued to have an active subscription. When I cancelled daily delivery of the WSJ, the delivery of the Observer also stopped. Shortly thereafter, I received a Past Due Notice from the Observer for the period since the Observer from the expiration of my previous subscription to the present.
I called Observer customer service who told me that language on the back of the renewal notice indicates that the subscription auto-renews unless subscriber calls and cancels the subscription. Reviewing the renewal notice, I found that language in a section entitled "Subscription Information", while the section entitled "Cancellation" merely says you can cancel your subscription at any time upon telephonic notice to the Observer.

I believe it is intentionally misleading that the renewal notice does not prominently remind customers of the Observer's automatic renewal policy. Further, the detail on the back side of the renewal notice should include explanation in the Cancellation" section indicating that non-renewal does not terminate the contract.

It should be noted that I have spoken to Customer Service for the Observer and agreed to pay 50% of the billed amount and have cancelled my subscription. I do not intend to subscribe to the Observer again. It was interesting to note that the Customer Service individual's response to my comment that I did not choose to renew my subscription and was therefore being provided with services I had not requested was to explain that the delivery person was paying for papers he/she delivered, implying a moral obligation to not harm the unfortunate delivery person. Yet the delivery person is not aware of my decision to not renew unless notified by the Observer, unless the "cancellation" phone call is made. This suggests that the delivery person is disadvantaged by this arrangement as well. That, however, is a matter between the Observer and it's delivery contractors.

Quarterly subscription notice, with effective new start date of 03/23/2018 received. On 03/21/2018 @ 9:15AM, *** to cancel
on 03/21/2108 @ 9:15AM called customer service/ agent I understood said "Marion" advising intent to cancel. early in May, I did not note specific date, received call regarding unpaid subscription, restated intent to cancel by referring to 03/21/2018 original call made; 05/29/2108 called by agent, restated intent to cancel and advised of date 03/21/2018 again; 05/31/2018 received robo-call. 06/12/2018 received call from agent/Mike, restated since 03/21/2018 notification still was receiving delivery, but did not desire and wondered why the cancellation had not been acted upon to date. 06/18/2018 received automated call regarding unpaid; 06/19/2018 called by agent/Tricia and tried to transfer but received disconnect on her call; 06/21/2018 delivery finally stopped. (NOTE: 3 months after I initially notified intent to cancel.) 06/25/2018 received call from agent offering discounted subscription, restated intent since 03/21/2018 to cancel. 07/02/2018 received call from agent/Denise, restated above information since 03/21/2018 notification . She escalated to billing, was placed on hold, then advised within 24-48 hours would be resolved. Today, 08/09/2018 @ approximately 2:30PM, received call from collection agency inquiring what I wished to do to resolve bill of $181.00. I sincerely hope that the incompetent method I have experienced in attempting after a lifelong practice of reading newspaper, had not been frequently experienced by other unfortunate individual subscribers attempting to cease receiving what has become a poor product compared to previous standards.

Never received an invoice or an email with instructions on how to manage acct or cancel service Payment taken before 30 day cycle had elapsed.

I payed for a subscription to the Charlotte Observer approx 3 months ago.At the time I was told I would receive an invoice in the mail with instructions on managing my acct, including canceling my membership. Never received that or any such email regarding the subscription. Tried looking up my subscription based on address and no match was found. Money from my card would be debited on the 16th of the month. I had my card debited on the 7th of AUG. I have not received a paper since AUG 4th. I have several papers still in the plastic delivery wrap never opened because I did not wish to receive the Observer anymore but had no ability to cancel.I will settle for the subscription cancelled and 1 month refunded. This month which was debited early and incorrectly. My refund should be for approx $11.00
Thank you for any help in this matter

Hi,
My father has subscribed to the observer for many years. He finally let his subscription expire since it was getting so expensive. But he did end up renewing and a few days later received a "summer savings" letter that offered him a price of about half of what he was paying.

I called customer service June 19 to get a partial refund between the mount he paid and the price that was being offered to him. The amount is $157.32, the agent was supposed to forward to finance department and refund check would take 10-15 days to be processed. Here we are, August 9 and still no check.

I called today and the check still hasn't been cut, AND the refund has dwindled to $119. What?! Customer service of course is not in Charlotte, and the manager is not available for me to speak with. Look, I just want was what promised to my father, a refund for the difference..

Hi,
My father has subscribed to the observer for many years. He finally let his subscription expire since it was getting so expensive. But he did end up renewing and a few days later received a "summer savings" letter that offered him a price of about half of what he was paying.

I called customer service June 19 to get a partial refund between the mount he paid and the price that was being offered to him. The amount is $157.32, the agent was supposed to forward to finance department and refund check would take 10-15 days to be processed. Here we are, August 9 and still no check.

I called today and the check still hasn't been cut, AND the refund has dwindled to $119. What?! Customer service of course is not in Charlotte, and the manager is not available for me to speak with. Look, I just want was what promised to my father, a refund for the difference..

Lack of Timely Refund - lying to Customer
Ordered home delivery on 07/10. Observer was unable to provide home delivery. Paid $37.88 on 07/10. Requested refund, only received partial refund on 07/26 ($26.55). Requested balance on 07/27, customer service indicated I would have it in 3 to 5 days. Still no balance of refund on 08/06, contacted Observer customer service, and am now being told it will take another 7 to 10 days. It's a small amount of money, but it is the principle that is causing this complaint. Observer customer service continually provides false information to me, the customer, without any perceived care.

The Charlotte Observer billed me for papers delivered after my subscription expired, then turned collection over to an agency when I did not pay.
My subscription to The Charlotte Observer expired in March, 2018. Delivery of the paper, however, continued until I told a caller from the Observer that I did not want the paper. Then I received a bill for $73.20 for papers delivered from the time my subscription expired until the time I verbally told the Observer caller to suspend my paper. When I did not pay the $73.20, the Observer turned collection over to an agency. I cannot understand how it is possibly legal for someone to bill you for a product you did not order.

Claimed that because I had yet to report non-delivery that I would not be entitled a refund or cancellation of service without investigating. Rude rep
Called on 7/31 to cancel and recieve a refund because I have not had a single Sunday paper delivered to me. Thomas with the agent number *** did not want to hear anything I had to say, kept talking over me, raised his voice several times and made it blatantly obvious that he had no desire to actually help me or even care about my issue. It was just him rushing me off the phone with a promise that someone would contact me in 24 hours. Obviously with it being 7/31 today I have not yet been followed up with but I am submitting this complaint because I can tell the Charlotte Observer does NOT care about it customers, their customer representatives are the RUDEST people I have ever dealt with. I am absolutely disgusted with the level of customer service I have received. Thieving, lying, trifling company. If I saw any of these people that work for them lying in the middle of the road in a desert dying from thirst and I had water with me, I would tell them I will submit their complaint and have a representative follow up with them in 24 hours about their dying from thirst issue.

We moved the end of March 2018 out of the area and cancelled the paper. The stopped the paper and now our billing us for service they never stopped.
When I originally called they young lady did not speak good English or understand it at all. I cancelled our paper and it was stopped 2 weeks before we moved. Two months later they called wanting a payment for services and we told them we cancelled the service before we left, they said ok we then received two more calls to collect. I then spoke to a manager and he understood what I was saying apologized and said he would take care of it and call back that was three months ago still no call back. Called after receiving a notice we were sent to a collection agency and again they were going to look into it. I do not hold out hope of them doing it. We do not owe them this money. They said today that even if my subscription runs out they give folks 90 days however they do not reach out to folk as many are elderly but they don't follow up. This is not my problem this is something that fell through the cracks and needs to be taken care of.

Received bill to renew subscription. Called to get a better price. They took a few $ off. I said not good enough. Told them I don't want paper anymore
After talking to Observer 1st part of March continued receiving paper most days (poor delivery) for 3 months. Middle of June received bill for $194.92 which is full price for 3 mos. Called them again and asked what was going on. Customer services said they continue delivering paper for 3 mos. after subscription expires if I don't tell them to stop paper. Told lady that I had told lady in March that I didn't want paper anymore. She said she would send info up the line.
Received a notice from collection agency today for the $194.92.
This is a low class way to do business. When I don't want to have a magazine subscription anymore I don't pay. If everyone did business like this there would be plenty of magazines trying to collect for extended subscriptions. I don't recall anything in a statement before about extending subscription and being charged. THIS IS VERY CLOSE TO BEING A SCAM. They say they record calls. They should listen to the call in March.
This issue puts a very bad taste in my mouth and don't think I will ever want a subscription to the Observer ever.