Complaints

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

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• 

  Kansas City Star

  2405 Grand Suite410 Kansas City, MO 64108

• 

  Kansas City Star

  4741 Central St PMB 541 Kansas City, MO 64112-1533

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:03/10/2023

  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.

  After over 35 years of subscription I decided to not renew my subscription. Ever increasing prices, poor and low content, untimely stories deems a subscription no longer worth the cost. Since my subscription is always prepaid I just didn't send another payment. KC Star apparently chose not to cut me off when my subscription ran out and are now attempting to collect for another month of service. They have sent me to a collection agency over $23 they said I owe for time they chose to provide. I did not request it nor pay for it.
  
  Newspaper subscriptions are always prepaid so how can they charge me after my subscription runs out when I didn't request to extend it?

  Business Response

  Date: 03/10/2023

  Thank you for contacting the Kansas City Star. We show the account for ***** ********* was stopped on 1/12/2023 the account was due to renew on 12/13/2022. We send out renewal notices 30 days prior to the renewal date which allows time to send in a payment or contact our customer service department to cancel service. Our terms of service and cancellation process details are located on each notice. Papers will continue to be delivered until a cancellation request is received the balance of $22.51 is for the dates 12/13/2022 - 1/12/2023. At this time the balance will be removed from our system we will close the account in ARMS solutions which they are a non-reporting agency. If you have any question you can call our customer service department at *************

• Initial Complaint

  Date:03/06/2023

  Type:Delivery 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 subscriber to the KC Star for in excess of 8 years - first by physical paper, and in the last about 3 years digital access only - customer # *********. I received a bill to renew my subscription through "****** ********* ****" and paid it. Shortly there after I received a notice from KC Star, that my subscription had expired, and no longer had access to the digital copy. My 89 year old mother reads this every morning, so I went ahead and paid for the subscription for the 2nd time. I contacted them by phone 3 times, and all three times was advised to send them an email with the information to **************************, which I did 4 times with no response!! Emails sent on 1/30/23, 2/4/23, 2/10/23, and 3/6/23. I have not received any response from them at all.

  Business Response

  Date: 03/07/2023

  Thank you for contacting the Kansas City Star. The account for ***** ********** was paid through the automatic deduction plan and is currently paid until 1/29/2024. The payment and subscription that was processed through ****** would need ***** ********** to contact ****** service to receive a refund and cancel the service. When you start service through our 3rd party vendors you will need to contact them directly. We apologize for any inconvenience and confusion on this matter. We are also address the issues regarding not receiving a response from the customer service department to ensure all issues and inquiries receive a timely response. 

  Customer Answer

  Date: 03/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  As I indicated in my email response to the KC Star, I paid for an extension of my subscription through ****** acting for KC Start (********* ****).   The refund should come from KC Star.
  
  
  
  Regards,
  
  
  
  ***** **********

  Customer Answer

  Date: 03/07/2023

  Please note, the attached shows where I paid for the subscription through ******, and the KC Star charged me shortly thereafter.  I attempted at that time to have them refund the amount they charged, but as indicated they did not respond.

  Business Response

  Date: 03/10/2023

  Thank you for contacting the Kansas City Star regarding the account for ***** **********. At this time the duplicate account for the Kansas City Star has been stopped a refund request for $239.99 has been sent to the finance office. Please allow 7-10 business days for the refund to be fully processed back to the card on file. If you have any questions please call our customer service department at ************* 

  Customer Answer

  Date: 03/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** **********

• Initial Complaint

  Date:02/18/2023

  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.

  The Kansas City Star withdrew $1099.69 from my account on January 10, 2023 without consent or permission prior to the expiration of my annual subscription. The Star has failed after repeated request to provide a refund. My prior subscription expired on Jan 23, 2023, I cancelled my subscription on January 12 effective Jan 23. Delivery and on line access terminate on that date. I have talked with customer service 6 times. In my opinion the Star's customer service is equally as poor as the content of the newspaper. Shocker!

  Business Response

  Date: 02/21/2023

  To BBB:
  Thank you for bringing this issue to our attention. It’s vital that we hear from our customers when they are not satisfied with the services. We received the complaint on 2/21/23 with assigned ID #********Account Number: ********* - *********** ****
  The customer has contacted the Kansas City Star Customer Service about the refund. This has been noted on the account. A refund is in process for the amount of $1,099.69. Please expect the refund to be processed into their checking account. I have called the customer since the subscription is under **** ****. I have informed *** **** the refund is being processed. 
  Please let us know if you have any questions.
  

  Customer Answer

  Date: 02/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:  It appears to be not truthful.  I have not received a refund. On Monday February 20th I called the KC Star at *** *** ****. I talked with ****.  She advised me that the funds would be deposited in my account on Thursday or Friday February 23 or 24.  We they were not in my account by 3:00 on Friday I called and talked to **** again, who advised me that the funds would be in the account on Monday February 27, that she would check again with "finance"  and call me back shorty.  **** did not call me back on Friday and shocker, no funds were received yesterday.  Today I called **** at 8:30.   She was had no answers and was going to get in touch with "finance" again.  
  
  Regards,
  
  ****** ****

  Business Response

  Date: 02/28/2023

  To BBB:
  Thank you for bringing this issue to our attention. It’s vital that we hear from our customers when they are not satisfied with the services. We received the rejection complaint on 2/28/23 with assigned ID #********
  Account Number: ********* - *********** ****  The customer called The KC Star on 2/24/23 at 12:35 pm about his refund. After researching the account the CCS agent called the customer back on 2/24/23 at 12.44 pm to let him know the refund was processed. The customer called back on 2/28/23 at 8:35 am inquiring about his refund. The agent informed him a check
  was mailed out on 2/23/23. The payment was processed as a bank draft, and the Finance Department sent the refund back as a check. If the customer doesn’t receive the check within 7-14 working days of 2/23/23, we will reissue another refund check on 3/23/23. This is 30 days after the first processed date.  Please have *** **** call back if there are any further questions.

  Sincerely,
  **** * ******
  Customer Care Specialist
  

• Initial Complaint

  Date:02/10/2023

  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.

  see Attached document

  I have been a KC newspaper subscriber for over 50 years. Over the last several months I have not been receiving my paper when it should have been delivered. I am already struggling with being in mourning and depression, and this is making my situation worse.
  

  Business Response

  Date: 02/10/2023

  Thank you for bringing this issue to our attention. It’s vital that we hear from our customers when they are not satisfied with the services. We received the complaint on 2/10/23 with assigned ID *********
  There is no subscription at the address ***** * **** **** ****** **** ** ***** with phone number ************* There is no ******* ***** in our system as well. 
  Could you please have the complaint send us an account number so we may be able to find their subscription?
  We could then correct the delivery issues the customer is having with our services. 
  Sincerely,
  **** * ******
  Customer Care Specialist

  Business Response

  Date: 02/14/2023

  Dear *** ****** Thank you for bringing this issue to our attention. It’s vital that we hear from our customers when they are not satisfied with the services. We received the complaint on 2/10/23 with assigned ID *********Account ********* - ******* ***** We have forwarded your information/concerns to the Carrier's Leader and the Distribution Manager for the delivery issues you are experiencing to correct the issue.  The missed papers have been credited back on to your account. We are sorry if this has caused you any inconvenience. Thank you for reporting the problem so we may better serve you. Sorry for your loss and our sympathy. Sincerely, **** * ******
  Customer Care Specialist

• Initial Complaint

  Date:01/11/2023

  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.

  On November 30, 2022, I was charged $49.99 to my credit card. This charge was for digital access to the Kansas City Star Newspaper. I never applied for access to the digital newspaper anytime in 2022. I called the star phone number on December 28,2022 when I noticed the charge on my credit cards monthly statement. I talked to ***** at 9:28 A.M. and she stated there was no call in their computer system from me to sign up for digital access to the kansas city star digital access and that she was issuing a refund of $49.99 to my credit card. I than called the kansas city star newspaper again on January 5, 2023 after not seeing a refund on my credit card of $49.99 and talked to ***** at 2:54 P.M. who told me the kansas city star does not issue refunds. Therefore, i ask for your assistance in getting my $49.99 refunded to my credit card for digital access i did not apply for, or have accessed their newspaper since 2021. this was an unauthorized charge that I did not approve to my credit card.

  Business Response

  Date: 01/11/2023

  To BBB:
  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 1/11/23 with assigned ID #********
  Account ********* * ***** ****
  The customer called in to get the account stopped and refunded the payment on 1/5/23. This has already been noted and refund is in processed on 1/10/23. 
  Sincerely,
  **** * ******
  Customer Care Specialist

  Customer Answer

  Date: 01/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:01/09/2023

  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.

  Signed of for the KC star at a rally house. Had a promotional price and was told I could easily cancel. I didn't cancel it in time and they started charging 142 a month. They make it impossible to cancel then start and continue hounding you. They sent me to collections when I owe them nothing. No wonder paper news is failing when they play these games.

  Business Response

  Date: 01/10/2023

  To BBB:
  
  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 1/10/23 with assigned ID #********

  Account #******** - **** ******

  The arrears on the account have been waived off the account. 
  We have contacted the *****. Solutions collection agency. They have been notified you do not owe the amount on the account. 
  Thank you for allowing us the opportunity to rectify this matter by zeroing out the account. 
  Sincerely,
  **** * ******
  Customer Care Specialist

• Initial Complaint

  Date:01/09/2023

  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.

  On 10/25/2021 I prepaid for a "one year" subscription for Wednesday and Sunday delivery.
  On 09/24/22 I received an email that the "one year" subscription "expires tomorrow."
  On Monday 09/26/22 I requested cancellation, in time to stop the next delivery, Wednesday 09/28/22.
  I continued to receive papers for some time.
  The Star now says: "There is currently a balance due of $62.74, for service from September 25, 2022 to November 23, 2022.
  Please be informed of our terms of service that we don't automatically cancel the account at the end date unless you tell us to cancel, We continue deliver the paper as we provide 70 days grace period."
  This cancellation request was emailed on 09/26/22:
  "Please cancel the subscription for account #*********.
  **** **** *** * **** ** ****** **** ** *****"
  On 09/26/22 they replied: "We are sorry to hear you want to cancel your subscription. You are a valued customer and we appreciate your readership of the Kansas City Star."
  I do not owe anything, as I paid upfront for a year of service and cancelled promptly when they said the subscription expired (after only 11 months.)
  I would like the $62.74 balance removed.

  Business Response

  Date: 01/09/2023

  To BBB:
  
  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 1/9/23 with assigned ID *********

  Account #********* * **** ****
  

  The arrears on the account have been waived off the account.

  We have contacted the A.R.M. Solutions collection agency. They have been notified you do not owe the amount on the account.

  Thank you for allowing us the opportunity to rectify this matter by zeroing out the account.

  Sincerely,

  **** * ******
  Customer Care Specialist

  Customer Answer

  Date: 01/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:01/06/2023

  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 was charged for a canceled account, #********* is my account number,
  you can see I canceled the account on 7/6 and I was told we would get
  the following month because it was already paid for, I never received
  the August issue, PPD. I am being charged $326.75 and I have not got an
  issue of the paper for 6 months, I no longer wanted the paper that is
  why I canceled the account, and when I did pay for it, they were not
  even delivering the paper to my house, it was a complete waste of money
  and now you guys are charging this for no reason. I have tried to contact them directly via email and they are saying it was restarted, I was never getting the paper thrown into my yard that is why I canceled in the first place.. This is thievery and outrageous and corrupt. I did not receive any issues of the paper they are saying I did, they are trying to charge me for a canceled account in JULY!!

  Business Response

  Date: 01/13/2023

  Dear ****** *********

  We do apologize for the billing issue you experienced with your newspaper subscription. It's important that we hear from our customers when they are not satisfied with services and we have addressed this issue. Our records show all balances have been cleared for The Kansas City Star (*********) and ARM Solutions (*********).  
   We do apologize for the inconvenience this may have caused and will be glad to help you in the future should you have other questions or concerns.

  Thank you,

  The Kansas City Star
  

• Initial Complaint

  Date:12/28/2022

  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.

  KC Star billed me $205.23. Their invoice said it was for 26 weeks starting 7/3/22 - 1/1/23. Then they sent me an invoice a month ago saying that I owe $5.49 for a print bill fee. I paid both of these through my bank's bill pay. The $205.23 came off my account on 7/13/22, and the $5.49 came off my account on 12/12/22. Whenever I miss a paper and call, they give me credit. Thus extending my expiration date. This has happened on numerous occasions, but I haven't kept a record of it. I assumed the Star did. For the past month they have been calling me telling me past due amounts. The amounts change. Tonight it was $98 and some cents. I'm not getting anywhere talking to them and they won't transfer me to a supervisor.

  Business Response

  Date: 12/29/2022

  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 12/29/22 with assigned ID #********
  Account #********* * ***** ******
  To BBB
  It is stated on the invoice and terms of service that we can increase the rate. The rate increased on 5/18/22 for  $314.96 for 26 months. The invoice was sent to them on 5/30/22 with the rate increase. A past due invoice was sent to the customer on 7/6/22. The expiration date was on 6/26/22. The service was for 151 days and not 26 weeks. The customer chose not to pay the amount on the invoice on 7/13/22. Since the account has not been in good standing, we cannot credit the account for the lower rate. They are still in arrears and past due from the 2nd invoice sent to them on 12/15/22. Moving forward they can pay the lowered rate. The rate they should pay now is $180.72 for 26 weeks. 
  Note: They can call in if they see a rate increase to lower the rate. See Below.
  For your convenience, your subscription will automatically renew after the initial term at the current rate unless you tell us to cancel. Cancellations take effect at the end of your current subscription term. All subscription account payments are non-refundable. All subscriptions include applicable sales tax. Our content is delivered to you by various methods and formats. We reserve the right to substitute the delivery and format of your print subscription with only an eEdition (digital replica of a print edition) at any time. Notice of delivery and format changes, except those caused by inclement weather, will be given at least 30 days in advance. Notice of rate changes will be mailed or emailed to the subscriber billing/email address at least 30 days in advance of the change. Any past due balance may be deducted prior to the subscription start. By providing your phone number and email address, you give the KC Star and its vendors consent to contact you consistent with our Privacy Policy. Payments, credits, and price increases can adjust your expiration date. Digital subscriptions include **************, iPad apps, smartphone apps, mobile websites and e-Edition. Smartphone apps are not supported on all devices; does not include Kindle edition.You can cancel at any time by contacting our customer service center at 1-877-962-7827. 
  Sincerely,
  
  **** * ******
  Customer Care Specialist

  Customer Answer

  Date: 01/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: The Star claims that I received a bill dated 5/30/22 for $314.96. I had attached the bill dated 5/30 from which I paid the print amount of $205.23. Nowhere on the bill is the amount of $314.96! I had a final harrassing call this morning. She claimed that they don't do a print fee or a digital fee, that I need to pay both. Why? The Star says I chose to not pay the invoice of 7/13. I don't know anything about an invoice of 7/13. That is the date that I paid through BillPay the $205.23 for a printed paper only. The biggest problem as I see it is that The Star doesn't have a billing department. They use a third party who only knows what they are given. Each time I received a call in December it was for a different amount. The only thing lacking was the $5.49 print bill fee! When they said that, I went to Bill Pay and paid it. The lady this morning admitted that there are a number of calls about missing papers on my account.  Well, obviously they did not give me credit for them.  I buckled this morning because I have had so terribly many of their harrassing calls. Please make them stop!! Surely it is illegal to harrass seniors!!
  
  Regards,
  
  ****** ******

  Business Response

  Date: 01/11/2023

  To BBB
  The customer cannot choose to pay part of the invoice without the subscription being cut short. The rate is based on bundling delivery and digital. The rates are lowered when they are packaged together. If the customer didn’t want the digital service, she needed to call into customer service for the rate of delivery only and update the subscription. The delivery only for the 5/30/22 invoice rate is $315.15 not $205.23. 
  I called the customer back to resolve the issue with the new complaint on the case. The rate has been adjusted to $181.41 for 26 weeks. The customer wanted me to email her the new rate and expiration date. 
  Sincerely,
  
  **** * ******
  Customer Care Specialist

  Customer Answer

  Date: 01/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  "The rate has been adjusted to $181.41 for 26 weeks. The customer wanted me to email her the new rate and expiration date." per KC Star's response.
  

  However, with the call on 1/10/23 the agent talked me into paying $260.24, which was immediately taken out of my account. Tina called yesterday, 1/11/23, saying that I should have only paid $181.41. I haven't seen a credit for the difference or an email stating the terms and expiry date so far.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/12/2022

  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 was sold an initial subscription at a local Price Chopper. As the promotional period was ending, I called to cancel my initial subscription. I called twice, each time I called they said they could renew my print edition and continue online access as well. I told them as long as there was no cost that I would continue. I continued to revive the paper for a time. They representative relayed there would be no cost to me. Today I received a bill for $142.82. When I called to inquire on the bill, they immediately said I was still receiving the paper through 12/1. I stated I received a bill for something I did not want any longer. Mind you I called twice to cancel, The rep immediately reduced the bill to $71.41 which I paid with my credit card to stop any additional bills or turning over to collection. Not at all happy with the charges or the way this was handled. I would not recommend the Star to anyone with their bait and switch tactics.

  Business Response

  Date: 12/13/2022

  To BBB:
  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 12/13/22 with assigned ID #1*******
  Account #******** * ***** ********
  Customer called in on 12/12/22 to pay for half the arrears on the subscription. We are writing off the balance due. This issue has been completed with the customer. No refund to process at this time. 
  If you have any further questions, you can contact customer service at ************** ** *************
  
  Sincerely,
  **** * ******
  Customer Care Specialist

  Customer Answer

  Date: 12/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  
  
  ***** ********    I did get a message from KC Star that they would be writing off the balance "owed" in their view after trying on two occasions to cancel service. This amount they quoted was 142.82. However, after I asked if they would be refunding the $71.41 I had already paid on the card they said they would not be refunding that amount since already paid. My response was that this does not make sense. Still awaiting word back on that payment refund

  Business Response

  Date: 12/19/2022

  To BBB:
  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 12/15/22 with assigned ID *********
  Account #******** * ***** ********
  Status on account.
  Start on 7/3/22 $35.20 - 8 weeks 7/6/22 - 8/31/22.
  Promo over 8/31/22 - Regular Rate $151.14 for 8 weeks
  Autopay 9/12/22, 9/19/22 and 9/26/22 - $151.14 - ChargeBack 3 times
  Past Due invoice mailed out 9/28/22 for $151.14 from 8/31/22 - 10/9/22
  Canceled subscription 12/1/22 - customer claims he didn’t receive the notices. Still receiving papers. 
  Invoices were sent by mail and emails were sent out. Credit for rate increase in good faith. 
  Amount Owed was $302.28. Credit applied to account for $230.87. Balance due $71.41. The customer received the paper from 8/31/22 - 12/1/22 without payments. Customer agreed to pay $71.41 on 12/12/22 for the arrears. There is no refund due to the customer. He was told on 12/13, 12/14 and 12/15 when the customer emailed into customer service. We cannot refund monies not received from 8/31/22 - 12/1/22 even at the next lower promo rate of $94.55 for 14 weeks. 
  If you have any further questions, you can contact the VIP Team at ************** ** *************
  Sincerely,
  **** * ******
  Customer Care Specialist

  Customer Answer

  Date: 12/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  
  
  ***** ********

  The latest information from KC Star is inaccurate. One invoice for $5 and one for $142. Please have them explain the email to "write off" the entire amount AFTER I made a payment. Mind you this is after at least 2 calls to cancel. The bait and switch continues. Buyer Beware. Do not subscribe to the Star unless you would like to be subject to charges you do not want for services you do not want. We wonder why the product is so poor?