Business Profile

Newspaper

The Baltimore Sun Media Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Baltimore Sun Media Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

128 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/02/2024
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.
In November 2024 I had to replace my debit card as it was compromised. I was notified via email that I had to update my payment information for the Baltimore Sun. When I went on line to do this I discovered I had 3 accounts! Two digital and one print-I contacted the Baltimore Sun to resolve the 3 account issue. I was informed that the print subscription was from 2011 for the Sunday and Wednesday editions. When we moved to our house I had indeed subscribed to the Sun but I never received the paper. And yes I had contacted the paper in 2011 to report this and no action was taken. When I relayed this information, I was told that "no record of the report was on file" and I owed $41.18 ($36.60 for paper, 2.15 for delivery and tax 2.43). I never received the paper, and did not receive any billing. I have contacted the Sun several times with not resolution. I have received a paper bill on 11/16/2024, even though according to Maryland Statutes of Limitation it is not lawful to collect debts greater than 4 years old. I am exasperated and feel that I am being manipulated and forced to pay the bill. I am paying it under duress as it is not worth having this on my credit report and it is too little to pursue legal action. I am contacting you as apparently this is a common issue with Baltimore Sun and would like to alert other subscribers to be wary of the billing practices the *** employees.Respectfully *** ********
Business Response
Date: 12/09/2024
December 9, 2024

Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun. Thank you for being a valued Baltimore Sun subscriber.

The information you provided within this BBB Complaint is being reviewed and proper course of action will be taken, if needed. After researching your information, it seems you had three accounts of which two were digital only and one account was a Wednesday and Sunday Print/Digital subscription. Due to your feedback regarding the delivery concern associated with the stopped Print/Digital subscription, a one time credit adjustment in the amount of $38.75 has been processed therefore no further balance is due for this account at this time. Also, in the interest of fairness, since you had a duplicate digital only account for dates of August 2023 thru November 2024, I have processed a full refund in the amount of all of the duplicate charges for a total amount of $209.81 of which this refund check will received within the next 30 days due to standard business processing times and mail timetables. Currently, there is only one active digital subscription associated with your email address. I have contacted you directly and spoke with you today to advise as to how to prevent duplicate accounts as well as what transpired with your subscription(s). You were satisfied with this resolution at the time of our contact.

If you would like any additional assistance, please contact the Baltimore Sun *************************** at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
Date:11/25/2024
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.
My bill was raised from $153 a month to $212 a month without any notification. On 10/28/24 I called and negotiated a better rate of $101.43 a month. However, I am still being billed $212 a month.
Business Response
Date: 12/02/2024

December 2, 2024

Our sincere apologies regarding any inconvenience or misunderstanding associated with your Baltimore Sun 7 day print and unlimited digital subscription. Thank you for being a long time valued Baltimore Sun subscriber.

The feedback and information you provided within this BBB Complaint and your subscription is being reviewed and proper course of action will be taken, if needed. All subscriptions are CONTINUOUS, which means your subscription will continue and you will be billed until you contact us to cancel. To cancel or make changes to your subscription, **************** would need to be contacted in order to discuss any concerns associated with your account. Future prices may be higher, and we reserve the right to increase prices at any time. You will be notified in advance of any change in price. Advanced notices were generated and sent to you dated September 30, 2024 and October 27, 2024 which reflected the increase of your weekly rate. Criteria and details for all subscriptions are provided with all our new start promotional offers, billing statements and any other correspondence. For more details and to view the Complete Subscriber Terms and Conditions please go to ***************************************;

It seems that **************** did assist with your concern(s) during your contact dated November 23, 2024 and October 28, 2024. Your weekly rate for your 7 day delivery with unlimited digital access was lowered effective October 29, 2024 as well as a refund processed in the amount of $117.06 which was processed dated November 26, 2024. Please allow ***** business for this refund to be applied back to your credit card associated with your EZ Pay automated payments due to standard processing times. Your next payment will be associated with the lower weekly rate for your subscription. As the prior payment was already pending for processing, it could not be adjusted therefore a refund in the difference of the amount was processed to assist with your concern. Usually the difference in payment would extend your paid thru date for your account but as you contacted **************** again on November 23, 2024 regarding this matter, a refund was processed instead to your credit card charged due to your request even with our no refund policy.

If you should have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
Date:11/19/2024
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.
On June 17th I subscribed to the Sun paper during a promotion at Shoprite grocery store. My card was charged ***** on June 28 that was paid to the Sun paper. I never received a newspaper. I called customer service and the person I spoke to said she couldn't help but she would contact someone that could help and they would contact me. I was never contacted by anyone. The Sun paper took 2 more payments of 8.21 each time. Payments were withdrawn 9/4/24 and 10/29/24. I asked my bank to block payments to them and the banker told me to get a new card since that's how the payment was made. I did that but the *** still managed to get my money. I made complaints through their customer service email and still no response. I would like my money refunded and for the Sunpaper to stop taking my money
Business Response
Date: 11/26/2024
November 26, 2024
Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
The information you provided within this BBB Complaint is being reviewed and proper course of action will be taken, if needed. Customer Service has been in contact to obtain additional information in order to properly assist with your request. Please allow ***** business days due to standard processing times for further assistance to be provided.
In the meantime, if you would like additional assistance, please contact the Baltimore Sun *************************** at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 11/27/2024

Complaint: 22577443

I am rejecting this response because: I have been back and forth with Sun customer service 15 times in emails. I have given them all the information they asked for, with no results. They keep saying they can't find my account. They never set up an account, they just took my money. I get one excuse after another. I just want a refund, not excuses and the run around. I have read about other people having problems with the Sun taking their money for nothing, so they are either incompetent or just scamming people

Sincerely,

******** *********
Business Response
Date: 12/02/2024
December 2, 2024

Once again, sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.

The information you provided within this BBB Complaint is continuing to be reviewed and proper course of action will be taken, if needed. ****************** has been in contact with you to obtain further information as usually a receipt is provided at time of sale. As per your **************** contact, the last 4 digits of the credit card used to sign up was a different credit card so further information has been requested to be able to submit to Finance in order to properly assist with your request. Please allow ***** business days due to standard processing times for further assistance to be provided.

In the meantime, if you would like additional assistance, please contact the Baltimore Sun **************** Department at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
Date:11/01/2024
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’m disappointed with the Baltimore Sun’s repeated bungling of my subscription billing. The Sun has full written documentation of its bungling via Feedback [REF:400639065] and all emails with me. On a 7/24/24 phone call, Customer Service Advocate (CSA) Jack established a $3.99 per week subscription for my account (confirmation #0911Z314919). On 10/7/24, CSA Carmina confirmed by email the $3.99/wk ($53.91 total for 13 weeks) subscription. The Sun then INVENTED a subscription I never requested or authorized and mailed me a postcard bill of $420.36 for service period 10/13/24 to 08/06/2026 (almost TWO YEARS!). On 10/9/24 CSA Benjo wrote to me: “Effective on October 22, 2024, your rate will be adjusted to $3.99 per week or $53.91 for 13 weeks. You may use this email as confirmation.” On 10/14/24, despite multiple “confirmations”, the Sun charged my credit card the $420.36 that I never authorized. On 10/14/24 CSA Benjo wrote “We apologize for the confusion regarding our billing process.” What ensued over the next several days was the Sun’s further bungling of billing and refunding documented by email to CSA Benjo on 10/21/24. This documentation included a SECOND postcard subscription INVENTED by the Sun for $419.43 (a new service period 10/17/24 to 09/07/26) that I never requested. When informed of the 2nd invented postcard bill, on 10/22/24 CSA Benjo directed me “Please disregard the postcard or bill dated October 16, 2024, as you will only be charged $53.91 for 13 weeks of service.” Despite instructing me, in writing, to “disregard” the bill, on 10/31/24 the Sun shockingly went ahead and charged my credit card $419.43 for its second invented bill. As stated above, everything said here is in the Sun’s own records. I can provide proof of that if necessary. This complaint was posted 10/31/24.
Business Response
Date: 11/08/2024
November 8, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your Baltimore Sun home delivery subscription. Thank you for being a valued subscriber.

The information you provided within this BBB Complaint and your home delivery account has been reviewed and proper course of action will be taken, if needed. Please be advised your account was provided with the $3.99 per week rate for 13 weeks by Customer Service during your contact but due to the timing of the already payment processing associated with the EZ Pay payment program the higher rate payment had finalized. Due to your request, and in the interest of fairness, even with the no refund policy a refund in the amount of $419.43 was processed and will be refunded within the next 10-14 business days due to standard processing times. Due to your requests, I have removed your billing from automated payments to your credit card so you will receive a bill statement with the billing information with all applicable account disclaimers with Terms and conditions. As a valued long time subscriber, you may make adjustments or cancel at any time as subscriptions are continuous by contacting Customer Service or going to manage your account online. For more details and to view the Complete Subscriber Terms and Conditions please go to www.tribpub.com/tc.

If you should have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at 443-692-9011.

Thank you,
Katina
********* ********** ******

Customer Answer
Date: 11/20/2024

Complaint: 22498411

I have received the credit card refund owed me by the Baltimore Sun for its wrongful subscription billing. The Baltimore Sun has received my cancellation of my subscription. This matter is now closed.

Sincerely,

***** ***********
Initial Complaint
Date:10/08/2024
Type:Sales and Advertising 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.
The Baltimore Sun on a very random schedule delivers a free advertising paper called the Sun Plus. Though it is illegal to deliver advertising in the city without express consent the Sun includes one article to get around this city law. These papers are littering our city. The Sun mostly throws these papers in the street. People do not pick them up and they get wet and disgusting. You also cannot get them to stop delivering them even to your own address. I have tried many times. I am begging them to stop dumping trash in the city. No one wants this.
Business Response
Date: 10/14/2024
October 14, 2024
Our sincere apologies for any inconvenience or frustration you have experienced due to the free Sun Plus deliveries associated with the Baltimore Sun.
Your feedback is acknowledged and proper course of action will be taken, if needed. The request to have your free Sun Plus deliveries stopped has been processed in our system therefore the the local Distributor has been notified of the information you have provided and request. After researching this concern, I have stopped any free deliveries associated with your delivery address. Thank you for your patience and understanding as this is being reviewed for assistance. Your delivery address has been designated as "Do Not Deliver" in our system due to your request. Please allow up to 14 business days to have all free deliveries stopped due to standard procedures times.
Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun *************************** at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 10/14/2024

Complaint: 22392831

I am rejecting this response because:
They are still illegally distributing advertising. I am attaching the relevant statue. Per the statue this is clearly meets the definition of "Advertising Circular" and as such it is illegal to distribute without the express consent of the property owner which they don't have. I'm tired of them destroying the city with garbage.

Sincerely,

**** ********
Customer Answer
Date: 10/14/2024
I"m not talking about to my address. I'm talking about to anyone. What they're doing is illegal. Only about 2/3 of the papers in my neighborhood ever get picked up by the homeowner. I'm picking up the rest of them and they are often heavy and wet. It's a nuisance to the city.
Customer Answer
Date: 12/09/2024
Well, it lasted 7 weeks. I previously submitted a complaint about the Baltimore Sun continuing to dump their garbage advertising paper the Sun Plus in front of my house. After the last complaint they agreed to put me on their do not deliver list but it only last 7 weeks. This is at least the 5th time in 4.5 years that they've agreed to stop throwing their garbage in front of my house. As you can see they are also back to just throwing it in the street which I don't think they're legally allowed to do. Please make this stop!
Business Response
Date: 12/13/2024
December 13, 2024
Once again, sincere apologies for any inconvenience or ongoing frustration you have experienced due to the free Sun Plus deliveries associated with the Baltimore Sun.
Your feedback is acknowledged and proper course of action will be taken, if needed. The request to have your free Sun Plus deliveries stopped has been processed in our system therefore the the local Distributor has been notified of the information you have provided and request. After researching this concern, I have stopped any free deliveries associated with your delivery address. Thank you for your patience and understanding as this is being reviewed for assistance. Your delivery address has been designated as "Do Not Deliver" in our system due to your prior request so this additional information has been escalated to the local Distributor for further assistance.
Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun *************************** at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 12/16/2024

Complaint: 22392831

I am rejecting this response because: after YEARS of trying to stop this I dont believe them. The person actually delivering the paper has no incentive to actually stop throwing this garbage in the street in front of my house.

Sincerely,

**** ********
Customer Answer
Date: 04/22/2025
This now the third time Ive tired to get this addressed and nothing changes. The Baltimore Sun is leaving their free advertising paper in the street which according to the city code is littering and each instance is subject to fines starting at $1,500. Please stop littering on city streets. It is illegal and Im tired of picking up your trash. No one wants this.
Business Response
Date: 04/25/2025
April 25, 2025

Once again, sincere apologies for any inconvenience or ongoing frustration you have experienced due to the free Sun Plus deliveries associated with the Baltimore Sun.

Your feedback is acknowledged and proper course of action will be taken, if needed. The request to have your free Sun Plus deliveries stopped have been processed in our system therefore the the local Distributor has been notified of the information you have provided and request of your local neighborhood.Thank you for your patience and understanding as this is being reviewed for assistance. Also, your delivery address is still designated as "Do Not Deliver" in our system due to your prior request so this additional information has been escalated to the local Distributor for further assistance.

Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun ***************************** at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 04/28/2025

Complaint: 22392831

I am rejecting this response because: This doesn't address the issue. They need to stop throwing them in the street. It is illegal in Baltimore city to throw paper in the street:
6-2. Prohibited littering.
No person may throw foodstuffs, garbage, trash, paper, or other refuse on any street running through or bordering on any of the City markets.

Sincerely,

**** ********
Initial Complaint
Date:09/30/2024
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 am a long time subscriber to the Baltimore Sun. Their bills have become unintelligible with changing monthly rates and other charges. It is like a shell game. I get no satisfaction when I call customer support. I think they are scamming their subscribers.
Business Response
Date: 10/07/2024

October 7, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your Baltimore Sun home delivery subscription. Thank you for being a valued long time subscriber.

The information you provided within this BBB Complaint as well as your account have been reviewed and it seems the additional charges associated with additional with the subscription shorten your original paid thru date. Any additional costs, which shorten your paid thru date, are associated with the delivery surcharges and printed bill fees reflected within your account disclaimers and Terms and Conditions. Criteria and details regarding these additional charges are noted on all our new start promotional offers, billing statements and any other correspondence. For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************. Also, there was a weekly rate change due to your promotional time frame had transpired. **************** has been in contact with you on September 27, 2024 and assisted by discussing this information as well as applying the prior rate onto your account. In the interest of fairness, a refund of the billing increase for the next 8 week bill cycle in the amount of $83.00 was processed and you confirm receipt during our conversation today. As per our discussion today, an email will be sent to your email address reflected on this BBB complaint reflecting the billing associated with your subscription within the next two business days. In the meantime, if you would like any assistance please contact **************** at ************.

Thank you,
******
Executive Resolution Center

Customer Answer
Date: 10/07/2024

Complaint: 22349835

I am rejecting this response because: 1. Why an $83 refund? for what? No explanation. 2. The response is a bunch of mumbo jumbo. 3. I spoke to their *** this morning and requested a complete statement of my account for at least the past year. I have not received it. 4. There is no "promotional time frame." I have been a customer at my address for almost 40 years and never had any issues with the bills until about 2 years ago. The bills they send now are unintelligible and intentionally confusing.

Sincerely,

***** *****
Business Response
Date: 10/11/2024
October 11, 2024
Once again, sincere apologies regarding any inconvenience or frustration associated with your Baltimore Sun home delivery subscription.
As per our phone conversation and prior response, this $83.00 refund check is the monetary difference between your two payments associated with your subscription's promotional offers. In the interest of fairness, even with our no refund policy, a refund of the billing increase for the next 8 week bill cycle in the amount of $83.00 was processed and you confirm receipt. Also, as per your request, an email was forwarded to you with the information reflecting your payments and any weekly home delivery rate changes associated with your subscription. Please allow up to 7 business days for **************** to send you this information by email as this is a manual request. Your feedback associated with the bill statements are acknowledged. For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************.
In the meantime, if you would like any assistance please contact **************** at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
Date:09/12/2024
Type:Order 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.
In February, 2024 I took advantage of a special subscription rate for digital access to the Baltimore Sun. I'm not happy with the reporting at the paper and I would like to cancel the subscription before I am charged at a much higher monthly rate. There is no mechanism for canceling the subsciption on line, I must place a phone call to have it canceled. I get the impression that a 3rd party ************* is handling this and they 1) don't quite understand English too well and 2) they seem like they don't quite know what they are doing. I have called three times in the past week where each time I must give my home address (why? it's a digital subscription,) my phone number (even though there is no phone number associated with the account-- I use an app,) and my email. I also give them my account number. Despite having this information, they tell me thay can not find my account so they can't cancel it. Also they say there is an "issue" with digital subscriptions and I will have to be patient. I feel like they are stalling. How long could it possibly take to cancel a subscription? Any legitimate business would be able to do it instantly.
Business Response
Date: 09/19/2024
September 19, 2024
Our sincere apologies regarding any inconvenience or frustration associated with the Baltimore Sun.
The information you provided within this BBB Complaint along with your customer experience is being reviewed and proper course of action will be taken, if needed. After reviewing this information, it seems this number is a confirmation number not an account number and that is the reason **************** was not able to cancel during your **************** contact. No active accounts are associated with your email address and no charges will be processed associated with this matter.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center

Customer Answer
Date: 09/20/2024

Complaint: 22276877

I am rejecting this response because: The Sun still refuses to delete my subscription because they "can't find my account." Obviously it still exists because I can sign into it both on the phone app and on PC. The attachment PROVES that I have and account but I will not be deleting it until I have proof that the Sun has canceled my subscription. I also want my on-file credit card information deleted from autopay. Previous attachments I sent the BBB show that I AM enrolled in Autopay. I was not given any choice about this when I accepted the offer which stated I could "cancel anytime."

Sincerely,

**** ******
Business Response
Date: 09/23/2024
September 23, 2024
Once again, sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
The additional feedback and information you provided within this BBB Complaint along with your customer experience has been reviewed and proper course of action will be taken, if needed. After reviewing this information, it seems this number is a confirmation number not an account number and that is the reason **************** was not able to cancel any subscription during your **************** contact. After further research with our new starts processing area, it seems that your payment was located with account ********* with your information of which this account was cancelled as well as your credit card removed from any further payments. Due to your request, a refund check was processed in the amount of your full payment of $3.18 which will take ***** business days to be received due to standard processing times and mailing time tables.
Once again, thank you for your patience and understanding while we work to resolve your concern and request as well as apologies for any misunderstanding.
Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 09/26/2024

Complaint: 22276877

I am rejecting this response because: Although the subscription was canceled, I am still watiing for written confirmation that my AmEx credit card number is no longer being stored and that any account in my name has also been deleted. I did not request (or need) a refund but if it simplifies matters, I will accept one.

Sincerely,

**** ******
Initial Complaint
Date:08/23/2024
Type:Customer Service 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 ordered the digital version of the Baltimore Sun, account *********. I contacted the Baltimore Sun on multiple occasions by email and on the cancellation website. I do not want the digital subscription and have been canceling for 3 months straight, over 20 times. I canceled online multiple times and received confirmation of cancelation and I have also canceled by email. I received an email from the Baltimore Sun that they do not know how to turn my account off? How can this be when I have confirmations of the cancelation? I then receive another email from the Baltimore Sun that although I have confirmation of cancelation, they do not know how to cancel the account and it is still running and they will have to escalate this issue to tier two technical department. This was months ago and I have not heard back an am still being harassed everyday with news that I don't even read.
Business Response
Date: 08/30/2024

August 30, 2024

Our sincere apologies regarding any inconvenience or frustration associated with the Baltimore Sun.

The information you provided within this BBB Complaint is being reviewed and proper course of action will be taken, if needed. After reviewing your **************** contact, it seems that this information was not associated with any active accounts as this was temporary confirmation number which allows for immediate digital access. The *************************** researched for your new start information of which did not process therefore any pending charges should have not finalized as no active account is reflected in our system currently associated with your email address *******************************. Your information has been updated by our ****************** as Do Not Email so no further emails will be received to your email address indicated.

Customer Service will contact you within the next 5-7 business days to see if any further assistance is needed.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 09/04/2024

Complaint: 22182739

I am rejecting this response because:
This response received is simply untrue and I am now being deceived of my money paid and would like a refund to my payment made of 6.36. I joined the Baltimore Sun Digital on May 7, 2024 for a one year subscription which is only a few months back. You have now turned my service off two times by deleting my email out of your system from receiving the papers I paid for. I have not asked to have my papers deleted or removed or unsubscribed at the moment. I simply asked over 20 times now that when my time is up in one year that you do not charge me the 4.99 a week that you have promised to charge on the email received as my receipt as shown in the following
( Please keep this information
for your records: You Are Subscribed To: Standard Digital Access - $6 for 1 year - Renews at $4.99/week For questions:
Visit our log in help page
Sign up for newsletters  |  Privacy Policy
Copyright  2021 |  Baltimore Sun  |  PO Box 1377 Baltimore, MD ***** |  ************ )
Now, because I have asked multiple times not to renew next year because I am moving next year, you turned off my newspaper while it is supposed to be currently active for many weeks the past couple months and therefore have stolen my original paid amount of 6.36. You also will not allow me to cancel, although I have a cancelation receipt and you will not allow me to remove my payment method (this is so that you can charge me again fraudulent next year). I have now reached out to Attorney General for the theft of my cash and hope to not have to resort to further matters. I can not believe this has made it through multiple levels of customer service and escalations and now up to executive level where I am still being ripped around.

Sincerely,

****** ********
Customer Answer
Date: 09/04/2024
Baltimore Sun keeps stating I do not have an account yet I do and I have a receipt and have been charged. They have also continued to turn my papers off using my email address to turn them off. I am now out my original money paid of 6.36 since they have turned off my current paper.
Business Response
Date: 09/09/2024
September 9, 2024
Once again, sincere apologies regarding any inconvenience or frustration associated with the Baltimore Sun.
The additional information you provided within this BBB Complaint is being reviewed and proper course of action will be taken, if needed. After reviewing your **************** contact, it seems that this information was not associated with any active accounts as this was temporary confirmation number which allows for immediate digital access. The *************************** researched for your new start information of which did not process therefore any pending charges should have not finalized as no active account is reflected in our system currently associated with your email address *******************************. Your information has been updated by our ****************** as Do Not Email so no further emails will be received to your email address indicated. The pending payment was not finalized therefore it was not processed. No payment was located associated with any Baltimore Sun account in our system.

**************** will contact you again within the next 5-7 business days to see if any further assistance is needed.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 09/10/2024

Complaint: 22182739

I am rejecting this response because:
Baltimore Sun is making up anything to get me to go away. They opened an account for me on May 7th and charged my account at ********* on May 8th. They have me under automatic renewal which I am not interested in renewing when renewal becomes available. Rather than cancel me on renewal date, they have removed the paper from me now (this is the paper I am currently paying for and they have not sent at all this month and parts of last month. Now they not only refuse to stop the renewal contract but they have stolen the money charged to my bank account without giving me the paper. I am now being falsely told that I was never charged when I was. The excuses change every week. I now want a refund of the amount paid since my paper has been removed but they are refusing that too. My money is stolen and no paper coming in plus a renewal that will charge to my account that I do not want. I would suggest that since no one at this office knows how to fix their own accounts, that this gets escalated a fourth or fifth time, whatever we are on at the moment. Also, stop calling my house. I've requested this over 5 times now and you still call my phone every day. It does not take a daily phone call for a month to fix this issue.

Sincerely,

****** ********
Business Response
Date: 09/16/2024
September 16, 2024
Once again, sincere apologies for any misunderstanding or inconvenience associated with the Baltimore Sun.
Your additional feedback is acknowledged and has been reviewed. After further research by the new start processing team, it was determined that this monetary transaction declined after trying to be processed therefore the new start was not finalized in our system. The credit card payment declined so that is the reason the new start did not happen. Ms. ******* was receiving the Baltimore Sun access during that time frame as we allow for access while the payment is processing but this was not finalized.

As per the New Start processing area-
On May 7th, we see in the event logs, New start event id ********* for *******************************
CC authorization event id ********* failed for general decline.
We do not see an add subscription event being sent to Circulation to create a subscription. I hope this information is helpful.
We have tried several times to contact you but have reached your voicemail. If you would like any additional assistance regarding this matter please contact the Baltimore Sun at ************.
Best regards,
******
Executive Resolution Center
Customer Answer
Date: 09/16/2024

Complaint: 22182739

I am rejecting this response because:
So since you now say I have no subscription, which is in fact not true, will you be refunding the amount you subtracted from my bank account? I've attached the pictures. You've obviously charged my account and failed to deliver as you have done to thousands of others. Please let me know when I can expect my refund to my Santander account that the money is missing from. I am now reaching ************************ and filing a police report for fraud.

Sincerely,

****** ********
Initial Complaint
Date:08/20/2024
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 called to cancel my Baltimore Sun subscription on Feb 21, 2024. The only way to cancel is to call and speak with a customer service *** who tries to get you to keep your subscription. There is no way to cancel in writing. Despite the call, I continued getting charged for the subscription. When I realized this, I called again to cancel (August 19th). The charge to my credit card is currently being processed. I asked to cancel as of today and to not charge my card. I was told that it would take 2 days to cancel the subscription. I asked to speak with a supervisor. I was on hold for at least 10 minutes waiting. When I finally spoke to the supervisor, she ***eatedly asked me why I was calling today, even when I had already answered her. I had to answer her at least 3 times before she went on to the next question. She again tried to get me to keep my subscription, and asked me why I had subscribed. I spent 22 minutes on the phone, and I am not sure that this person understood me well enough to cancel my subscription.
Business Response
Date: 08/27/2024

August 27, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your former Baltimore Sun subscription.

The information you provided within this BBB Complaint and your cancelled digital account is being reviewed and proper course of action will be taken, if needed. Your digital account was cancelled effective August 21, 2024 as there were no other notations of your request prior to cancel besides your **************** contact on August 19, 2024. Due to your feedback as well as in the interest of fairness, I have processed a credit adjustment to accommodate for any payments from February thru August 2024 and processed a full refund in the amount of $210.47. Please allow 7-14 business days for your refund to be applied back to the credit card charged due to our standard processing times. For more details and to view the Complete Subscriber Terms and Conditions, please go to ***************************************;

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive *****************
Customer Answer
Date: 08/27/2024

Better Business Bureau:

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

Sincerely,

***** ****
Initial Complaint
Date:08/06/2024
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.
My issue/complaint starts with a 1st ****** commission complaint.. I was approached while getting ready to go grocery shopping. When I was walking in the doors, I got stopped by a Baltimore Sun employee asking me if I could DONATE too A trusted charity with my donation I Would receive a Baltimore Sun subscription for three months for the price of a one time fee of 5.99! After I agreed, I then had a charge of 1349 per month on a bill. I did not agree to So I called and canceled the subscription that I never agreed to. And the bottom or son still charged me $13.49 every month until this coming bill that I get for September which is $30.16 for September 15, 2024, which I have not paid, I have just called the Baltimore and they said they would stop the subscription. The problem is theyve still been charging me after I opted out of the subscription. I spoke with a lady named ****** ****** just like the fruit and I guess its case number 1627Z as in zebra ****** and Cherry was unable to help me with the prior responsibilities and apparently the higher-*** dont work After 1 PM. So please get back to me at your earliest convenience thank you so much much. Have a blessed day.
Business Response
Date: 08/12/2024

August 12, 2024

Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your cancelled Baltimore Sun subscription.

The information you provided within this BBB Complaint and your former Baltimore Sun Wednesday and Sunday Print/7 day digital account is being reviewed and proper course of action will be taken, if needed. After reviewing your cancelled subscription, and in the interest of fairness even with our no refund policy, I have processed a second refund in the amount of $80.63 back to your credit card charged for the charges which processed from May 27, 2024 thru December 14, 2023. This refund is in addition to the refund check processed on August 6th in the amount of $16.72 which both refund checks will be received within the next 30 days due to standard processing and local **** mail timetables. The total monies refunded for the two refund checks would amount to $97.35.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our *************************** at ************.

Thank you,
******
Executive *****************

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