Complaints

This profile includes complaints for Chicago Tribune's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chicago Tribune

  1000 Albion Ave Schaumburg, IL 60193-4549

  
• 

  Chicago Tribune

  1433 E. 83rd Ave. Merrillville, IN 46410

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the Tribune to cancel my digital subscription on 5/8/2025. My account is set up so that the Tribune automatically withdraws the payment from my checking account through my debit card. The customer service lady told me that they can cancel my subscription but will not refund the $103.74 they charged my account. Instead, they said my subscription would continue until November based upon the payment I made and then it would cancel.I am not interested in continuing to receive the subscription until November. I feel that if I cancel the subscription, they should refund my payment to them. The payment was made on 5/5/2025.

  

  Business Response

  Date: 05/22/2025

  May 22, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your cancelled Chicago Tribune digital only subscription. 
  
  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, where applicable.   After reviewing your concern and your account information, it seems **************** cancelled your digital subscription at the end of your paid thru date as well as our no refund policy which would have part of our standard procedures. Due to your feedback and as a resolution for your concern which was discretionary based on your subscription, I have cancelled your account effective May 13, ******************************************************************************************************** the amount of $100.49 which will be applied back to your credit card charged within the next ***** business days due to standard processing times.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  In the meantime, if you 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 Answer

  Date: 05/22/2025

   
  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

  Date:05/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 5, 2025, I paid $155 for a one year home delivery subscription to the Post Tribune. My understanding was that delivery would commence immediately. To this date, I have not received a single copy. I have made numerous calls to the phone number provided, each time talking to a different employee. No one could tell me why delivery hadnt started and promised an investigation. One assured me that delivery would start ********************************************************** manager but no one transferred my calls. I would like to start receiving the newspaper immediately (with an extension of the end date) or to receive a full refund of my payment.

  

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Post Tribune home delivery subscription. 
  
  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, where applicable.   Please be advised since there are at times temporary open routes concerns causing temporary delivery delays in the area, your deliveries could be temporarily missed or received after our standard delivery times for your subscription.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Your missed deliveries have been processed by **************** of which extended the paid thru date on your subscription.  **************** will be contacting you within the next 5-7 business days to confirm your deliveries are being received to your satisfaction.

  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Post Tribune **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:05/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I m moved into a new subdivision, called ************** in September and have called over @ dozen times, as well as supervisors and they keep telling me the same thing. This is over 8 months and people who advertise in it are paying for this. I am a senior and other people shop for me and I would like to read the ads before I make my list. Can you please help me?**** *** ******* *************************************************** ************ ********************* Thank you so much for your time and trouble.

  

  Business Response

  Date: 05/13/2025

  
  May 13, 2025
  
  Our sincere apologies regarding any misunderstanding or frustration associated with the Chicago Tribune.
  
  The information and feedback you provided within this complaint is being reviewed and proper course of action will be taken, if applicable. It seems that the free advertising paper/Inside Shopper should be delivered weekly to your residence so this request for the free deliveries will be forwarded to the local Distributor for assistance. Please allow ***** business days to receive the free deliveries due to the associated standard processing times.
  
  Once again, our sincere apologies for any inconvenience associated with this matter. If you 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 *****************

• Initial Complaint

  Date:04/29/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am repeatedly receiving unwanted "Inside Shopper" coupon mailers from Chicago Tribune at my private residence despite making multiple prior requests for cancellation. These deliveries are addressed to "*****," a person who has not lived at this address for at least five ******** 2024, I made over seven separate phone calls to Inside Shopper's customer service line. Despite repeated assurances that deliveries would stop, they continued until I escalated to a supervisor. After that escalation, deliveries ceased for several months.Last week (April 2025), I called again after deliveries resumed. I received cancellation confirmation number 1047Z210009 and was told the deliveries would stop immediately. However, today (April 29, 2025), I again received another unsolicited Inside Shopper package eleven identical copies left unsecured on my porch.These materials are unwanted, create litter, and constitute unauthorized dumping and potential trespass under Illinois law (720 ILCS 5/21-3). It is burdensome to clean up Chicago Tribunes unsolicited materials week after week.

  

  Business Response

  Date: 06/17/2025

  June 16, 2025

  Please accept our sincere apologies for any inconvenience or frustration you have experienced with the free Inside Shopper deliveries associated with the Chicago Tribune. The information and customer experience you provided within this complaint are being reviewed and your feedback is acknowledged. Appropriate action will be taken regarding this matter, where applicable. The local distributor has been advised to cease all free deliveries to your residence, and your mailing delivery address has been designated as "Do Not Deliver" in our system. Due to your feedback and ongoing request, this request has been expedited to stop the Inside Shopper deliveries to your 3-unit apartment building located at 2251 W Giddings St Apt 1, Chicago, IL 60625, ensuring all unsolicited papers are no longer delivered. Currently, there are no active accounts corresponding to your delivery address in our system. Therefore, the local distributor has been advised to review and monitor your delivery address with their local delivery personnel to ensure no further deliveries are made going forward. Customer Service will contact you directly within the next 10-14 business days to confirm that no further Inside Shopper deliveries have been received. In the interim, should you require 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 Answer

  Date: 06/17/2025

  
  Thank you for the update. I appreciate the written confirmation that my address has been marked “Do Not Deliver” and that the local distributor has been advised accordingly.
  

  I can confirm that, for the past two consecutive weeks (June 10 and June 17), no Inside Shopper deliveries have been made to my address. This is a welcome development after many months — and in fact years — of escalation.
  

  At this time, I am cautiously optimistic that the matter has been resolved. I will continue to monitor my address for compliance in the coming weeks, and appreciate the commitment to follow up directly.
  Should deliveries resume, I will reopen the case. I have reviewed the response made by the business in reference to complaint ID 23265442, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jordan Lipshutz

  

  Business Response

  Date: 07/01/2025

  July 1, 2025
  
  Once again, please accept our sincere apologies for any
  inconvenience or frustration you have experienced with the free Inside Shopper
  deliveries associated with the Chicago Tribune. The information and customer
  experience you provided within this complaint are being reviewed and your
  feedback is acknowledged.  Appropriate
  action will be taken regarding this matter, where applicable.
  
  The local
  distributor has been advised to cease all free deliveries to your residence,
  and your mailing delivery address has been designated as "Do Not
  Deliver" in our system. Due to your feedback and ongoing request, this
  request has been expedited to stop the Inside Shopper deliveries to your 3-unit
  apartment building located at 2251 W Giddings St Apt 1, Chicago, IL 60625, ensuring
  all unsolicited papers are no longer delivered. Currently, there are no active
  accounts corresponding to your delivery address in our system. Therefore, the
  local distributor has been advised to review and monitor your delivery address
  with their local delivery personnel to ensure no further deliveries are made
  going forward.
  
  Customer
  Service will contact you directly within the next 10-14 business days to
  confirm that no further Inside Shopper deliveries have been received. In the
  interim, should you require 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 Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23265442, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jordan Lipshutz

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Chicago Tribune subscriber for many years, and have never experienced such a flagrant billing experience of recent. On Jan 27, 2025, I called to confirm a new payment for a Wed-Fri/Sunday subscription of $91 for 26 weeks. I specifically indicated that I wanted to opt-out of any premium/special editions, which customer service agreed to. I was given a confirmation number for the transaction (1359Z315604), and told my paid thru date was July 29, 2025. I billed the transaction to my credit ******* my surprise, I received a subscription notice in the mail on April 22, 2025, indicating my paid thru date was May 7, 2025 instead of July 29 -- almost three months earlier than the paid to date we agreed on. In essence, I am being charged about two times as much as the original offering price. I am asking that my original paid thru date of July 29, 2025, be restored before I even think about a new subscription. I feel I have been tricked into a huge price increase.

  

  Business Response

  Date: 05/08/2025

  May 8, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Wednesday thru Friday and Sunday print home delivery with digital access of your  Chicago Tribune subscription.
  
  The feedback and information you provided within this BBB complaint as well as your  account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your subscription, it seems that ****************** did update your account to opt out the additional charges associated with our valued premium issues for the next 6 months according to our procedures in place at this time. Please be advised that additional charges associated with our subscriptions can shorten your original paid thru date.  Any  additional costs associated with delivery surcharges can 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.
  In the interest of fairness due to your feedback, I have processed a credit adjustment in the amount of $19.01 of which extended your paid thru date to July 29, 2025 in addition for your promotional rate with your home delivery subscription.

  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  Once again, our sincere apologies for any inconvenience associated with this matter. If you 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 Answer

  Date: 05/13/2025

   
  Better Business Bureau:
  
  My original complaint of April 24, 2025, has been resolved as of May 8, 2025, but I will monitor my paid thru date actively during the next few months to make sure it is not shortened again. I am glad to see that customer service has finally updated my account (as originally agreed last February) to opt out of the additional charges associated with premium issues for the next six months.  
  
  **** ********

• Initial Complaint

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $90.87 for 7-Day Delivery over 13 weeks on October 19/20, 2024 to the Chicago Tribune. My subscription was quite literally NEVER activated, and now 186 days later & more than a dozen phone calls. I still have NEVER received a physical paper once. All of my calls are rerouted to a call center in ****, where they only have access to view your account/payment history. However, they are powerless to actually start the physical paper delivery that you pay for. Every inquiry that I have made has been escalated to a seemingly non-existent finance department. It is clear from the last 6 months that the Tribune does not actually have any staff that looks into the escalated tickets that they are forwarded. All future subscribers beware, my experience for the past 6 months has been that the Tribune will happily take your money, and never provide you with what you actually paid for. If I do not receive a resolution to this matter, I will be calling my state representative to report this fraud, which I have all the documentation for.

  

  Business Response

  Date: 05/07/2025

  May 7, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Chicago Tribune.
  
  The information and feedback you provided within this complaint as well as former account is being reviewed and proper course of action will be taken, if applicable. It seems that the new order was not finalized as it was rejected October 2024. Therefore, the pending payment you are referencing was not processed.  Thank you for speaking with me today to discuss this matter. I have emailed you directly so you can forward the credit card charge so I may further research with our Finance Department.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you 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 Answer

  Date: 06/30/2025

  Complaint: 23237007
  
  I am rejecting this response because: The company in question seems to have wholly ignored my 2nd proof of payment, and this left me rather stunned.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 07/07/2025

  July 7, 2025

  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with the Chicago Tribune.

  The additional information and feedback you provided as well as former account is being reviewed and proper course of action will be taken, if applicable. Please be advised that this new order was not finalized as it was rejected October 2024. Therefore, the pending payment you are referencing was not processed.  This attached screenshot is from the Chicago Tribune when the order is placed and PENDING so you may have immediate access. I have emailed you again directly so you can forward the credit card charge in order to research with our ******************* The attached is NOT showing any payment proof of payment.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  
  Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune *************************** at ************ or the email I sent to your email address directly.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February I called Chicago Tribune complaining about their cost increase for home delivery. They agreed to lower my rate to the previous rate of $357.37 for 13 weeks. They said that because of their computer system they would need to charge my credit card $643.64 and would process a refund of $292.63 within 7 business days. (confirmation number 141z5125325). They even sent me a confirmation email of the new rate, attached. When I got my credit card bill the promised refund was not there. I called again yesterday and talked to someone named "***". He seemed to have trouble understanding me, and today I found that he had cancelled my subscription.What I want is: 1. The promised $292.63 refund and 2. My subscription to be restarted.

  

  Business Response

  Date: 04/24/2025

  April 24, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune subscription. 

  The information you provided within this BBB Complaint regarding this concern and your feedback is being reviewed and proper course of action will be taken, if needed. After researching your account, I have restarted your account effective April 15, 2025, and it seems that due to your request processed using our automated system, your account has been placed on a temporary vacation hold dated April 26th with a restart date of May 7, 2025. Your requested refund has been processed on April 14, ****************************************** the amount of $292.63 so please allow ***** business days for this to be applied associated with standard processing times and procedures. 
  
  If you 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 Answer

  Date: 04/25/2025

   
  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

  Date:04/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to the Chicago Tribune last year and cancelled about six months ago via phone. I continued to get the paper and was billed so I called again to cancel a second time. This time I removed my credit card info from the account. They continue to send me the paper and somehow still charged my credit card even though it was "supposed" to be erased from my account!!!I called a third time and was assured my account was cancelled. This time I got a new credit card so my old number was no longer valid. Now I'm getting threatening emails asking for money. I called a forth time and was told that ALL their computers were down for upgrading for two weeks! I send them another email and now I'm told that THIS time my account is really cancelled and *** they want more money from me? No mention of the refund I asked for due to them taking money from my checking account without my permission.

  

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Chicago Tribune subscription. 

  The information you provided within this BBB Complaint regarding this concern and your feedback is being reviewed and proper course of action will be taken, if needed. It does seem that an email was received in October 2024 but we had discussed another account rate offer along with informing you that your account would remain active until your response was received. During your **************** contact on January 17, 2025, a cancellation was processed effective the paid thru date of March 9, 2025 which would correlate with our procedures for cancellation.
  
  In the interest of fairness, I have processed a credit adjustment in the amount of the balance due in the amount of $26.43 associated with the additional account charges for this subscription as well as process a refund in the amount of the last payment on January 16, 2025 in the amount of $42.12 due to the feedback provided even with our no refund policy. Please allow 21-30  business days for the refund check in the amount of $42.12 to be received due to standard processing times and local **** mail timetables. You can disregard any prior bill statements received as they would no longer be valid.
  
  If you 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 Answer

  Date: 04/24/2025

   
  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

  Date:04/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to cancel my Tribune subscription since September of 2024 as each month my credit card would get charged upwards of $50 for subscription fees, each time I have called the customer service representative has assured me the billing would stop and that they have cancelled my membership, but i have still been getting billed every month. Since January 2025, the Tribune has charged me nearly $300 in subscription fees, once within a few days of each other in the SAME MONTH, with no resolve and no help from customer service. Their policies are very predatory and have cost me so much over the years when i signed up for the $1/week online subscription to begin with. i feel as though i am being extorted for my own money from this publication. Shame on the Tribune.

  

  Business Response

  Date: 04/18/2025

  April 18, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune subscription.
  
  The feedback and information you provided within this BBB complaint as well as your current and former account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that after researching your concern, only one account was located associated with your information but multiple accounts are common as we have customers who request multiple emails accessing the online subscriptions. Further research is needed due to your feedback and your customer experience therefore **************** will be contacting you directly to obtain any further proof of payment associated with this matter. Your Account ********* has no notations that you had requested to cancel your digital service until this complaint. Therefore, in the interest of fairness, I have processed a refund in the amount of $206.43 which is the total amount of Proof of Payments you provided within this BBB complaint. This refund will be applied back to your credit card processed within the next 7-10 business days due to standard processing times.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  Customer Service will be contacting you directly within the next 5-7 business days to assist further with this concern. Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you 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

  Date:04/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When contacting Chicago Tribune via ************, the representatives claim subscriptions will end when the next billing is due. Accounts appearing are: 1 digital, 3 Sunday Only, and now 2 Thursday Only (a local paper). Most recently, without consent, a 2nd local publication was added rather than cancelling all of the subscriptions. Moreover, when logging onto the account (which shows 6 items), the "select" button to "manage" the account does not show--which credit card is being billed, the billing date, or subscription start/end/renewal date. In other words, it is impossible to cancel the account which has gone from one digital account to become 6 accounts with 4 separate account numbers. This is insane and needs to stop!

  

  Business Response

  Date: 04/25/2025

  April 25, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune subscription(s).
  
  Your feedback and dissatisfaction you provided within this BBB complaint as well as your current and former account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your feedback and researching this concern, all former accounts have been cancelled at this time. Please be advised that previously complimentary Sunday only Chicago Tribune subscription(s) were created in addition to your former digital only subscription of which no payment charges had processed. It seems that **************** did cancel all account(s) and Account ********* was cancelled effective March 5, 2025 along with a refund of the last payment of $40 was processed back to your credit card processed. This refund would have taken up to 30 days to be applied due to standard processing times.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you 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 Answer

  Date: 04/29/2025

   
  Complaint: 23150899
  
  I am rejecting this response because:

  At issue were new accounts added by ******************** representatives each time we tried to cancel #********* (the digital account).  In its BBB response, the Tribune did NOT address the cancellation of those other accounts.  They are listed as "STOPPED" rather than "CANCELLED"--what we requested.  "Stopped" can be interpreted as "stopped for vacation" or "stopped--temporary."  Moreover, because of the Tribune representatives actions, we started receiving 2 copies each week of the Sunday only Tribune as well as 2 copies of the Thursday only  *************, highlighting the problem when calling the ************ number for "Do you have questions about your account?).

  We want specific confirmation the following accounts ARE ALSO CANCELLED: 

             ********* (Thursday only--The Lake Forester)

             ********* (Sunday only--Chicago Tribune)

             ********* (the complimentary account tied to the digital account).
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/05/2025

  May 5, 2025
  

  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune subscription(s).
  
  The additional feedback and dissatisfaction you provided within this complaint as well as your cancelled inactive account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your feedback and researching this concern, all former accounts have been cancelled at this time. As per your request, please be advised that and be this confirmation that the following accounts are also cancelled Account  ********* (Thursday only--*****************) effective April 10, 2025, Account ********* cancelled February 10, 2025, Sunday only--Chicago Tribune, and Account   ********* cancelled April 6, 2025 which is the complimentary account tied to the digital account.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you 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 Answer

  Date: 05/08/2025

   
  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.

  They have confirmed the cancellation of the original subscription as well as the other 3 accounts (reflecting 5 subscriptions!!!) arbitrarily added by the representatives despite asking them to cancel the first subscription.  We ended up with 4 account numbers and 6 subscriptions.  That's not good customer service.  We've encountered other subscribers who have had similar experiences recently.
  
  Sincerely,
  
  ****** ******