Complaints
This profile includes complaints for The New York Times Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 228 total complaints in the last 3 years.
- 64 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/21/2022
Type: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.
Hello,I"ve reached out to the *** to stop charging my credit card. First attempt was January 1st 2022. Following months thye continued to charge my account. I reached out to my credit card company, informing them of the steps i've taking. They credited back the amount, CANCELLED my credit card and re-issued a new one, 8/1/2022. Guess what, some how, ** Times has my new card number and have CHARGED me again. I again have filed a complaint with my credit card company and have been issued a temporary credit. How absolutely frustrating for a company, who've i requested to CANCEL my subscription, continues to charge me. I want the ** Times to STOP CHARGING MY CREDIT CARD.
Business Response
Date: 12/27/2022
Re: Complaint # ********
Customer Information:
***********************
***** *************** *
********* ** *****
******* ****** **************
******* ********************Please be advised that we are unable to locate a subscription in our system with the information provided. We have reached out to the customer to provide the first 6 digits and last 4 digits of the credit card being charged, so we can investigate further, but havent heard back as of yet.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 12/27/2022
Hello,
Apologies for not replying sooner. this website is a little difficult to navigate. The card that continues to be charged: First six digits ****** and the last 4 digits: ****.
thank you for your help.
****
Business Response
Date: 12/30/2022
*** ********* * ********
******** ************
***********************
***** *************** *
********* ** *****
******* ****** **************
******* ********************We have conducted a thorough search of our system using the credit card info ***********, but still unable to locate an active subscription. It is possible that a subscription was also purchased through Apple iTunes and the customer will need to contact them directly at ************. It is also recommended the customer contact the credit card **********************/bank to dispute the payments and block future charges.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Initial Complaint
Date:12/14/2022
Type: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 ** Times ALL access in 2/11/2017- that included a Spotify subscription. Account # ********. There was a $5 price increase but that is not the issue. On 7/14/21 an NEW ALL ACESS subscription for $14.18 was applied to the SAME ACCT #********, SAME credit Card. These 2 ALL access accounts were billed 1 day apart for 12 months- 1 charge for $14.22 and 1 for $25.39 with some fluctuations in pennies. Then in 7/22/22 the $14.22 subscription increased to $28.44.I was double billed for 5 months paying NY Times for 2 ALL Access subscriptions. When this error was realized, I called the subscription services to remedy this situation. The representative was very dismissive and stated their policy is to credit only for 2 months. That is the best they can do. I was only looking to see if they would be able to credit me the overage for the 2nd account.Business Response
Date: 12/19/2022
*** ********* * ********
******** ************
*************************
*** ***********
********** ** *****
******* ****** **************
******* ********************Please be advised that this complaint has been resolved. We would like to apologize for any inconvenience and can confirm the subscription has been cancelled and the 5 duplicate charges refunded back to the credit card on file.
Best Regards,
*****************************
**** ******** **********
*** *** **** ***** ******************************* *** ***** *** ** *****Customer Answer
Date: 12/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:While the *** has refunded five months of payments, there were in fact SEVENTEEN months of duplicate charges. We were double charged starting 7/14/21 for $25.31 a month AND ***** a month - both for the same account (all access) with the same email address, credit card and account number. THESE CHARGES HAVE NOT BEEN REFUNDED. Starting July 2022, the charges were $28.44 and $25.39 a month. They refunded the five months at that rate, but they still owe us for double charging us for the entire year prior.
I would also like to say that I was only able to speak with a customer service representative and a supervisor, but I was never able to speak with someone in the billing department. I explained this countless times to the customer service rep and the supervisor, and was told that there would be "extensive notes in my file" but was told that they could make no guarantee that someone would see the notes and I was told that no one would be able to contact me for an update. I find this really frustrating. They acted like they were doing a huge favor by refunding two months, but this was an egregious error on their part and I should not have to be spending my time dealing with this. They made a mistake and they need to fix it. It is absurd that I was unable to communicate with the billing department to have this resolved in a timely (and private) manner.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 01/11/2023
*** ********* * ********
******** ************
*************************
*** ***********
********** ** *****
******* ****** **************
******* ********************Please be advised that it is the responsibility of customers to inform us if they are not receiving the service they are paying for, wish to end it, or are paying for services they did not authorized, in a reasonably timely manner. That said, we do try to address our subscribers concerns, and, as a good-faith gesture, we have refunded all duplicate charges from 7/14/21 back to the credit card on file.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 01/15/2023
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
Date:12/12/2022
Type: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.
For the last 3 months a NYT's digital subscription was entered for me which I did not order. For the first 2 times I called upon receiving the email notification and asked to cancel the subscription I did not order. Both times I was advised the NYT's would cancel but could not refund the $4.00 charge for the initial month. The 3rd itime I received a notification I used the Chat feature and the ******* once again cancelled. I asked what billing method was used to bill me and the ** person could not tell me other than it was some type of card. I have been unable to determine how I have been billed but that gives me no confidence I wasn't billed. I advised the ** person that this seemed like a scam to me and if this happened again I would file a report with the BBB. Well, it has happened again. This nightmare of sorts started on 9-23-22 and almost 3 months later this is the 4th time I received a subscription I did not order. Please help if you can.Business Response
Date: 12/14/2022
*** ********* * ********
******** ************
***********************
********************
********* ** *****
******* ****** **************
******* *********************Please be advised that this complaint has been resolved. It appears the subscriptions were started by someone with intimate knowledge of the customers Apple Pay information. We can confirm they have all been cancelled and full refund issued back to the credit card on file.
Best Regards,
*****************************
**** ******** **********
*** *** **** ***** ******************************* *** ***** *** ** *****Initial Complaint
Date:11/21/2022
Type: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.
Hi, I have been trying to cancel payments from my bank account from the New York times. This account is not associated with any of my emails but is still taking a monthly payment every month of $8. I have reached out to them for help but because none of my emails are associated then they cannot find my account to stop payments. I have also reached out to my bank to no avail. If they can find the payment with my card information then they can stop it and realize it is fraud. Thanks.Business Response
Date: 12/06/2022
**** ******************************
*
*** ********* * ********
******** ************
***********************
**** **********
******* ** *****
******* ****** **************
******* *********************We heard back from the customer and was able to locate a subscription under email address ***********************************************. It has been cancelled and the last 3 charges refunded back to the credit card.
--------------------------------------------------------------
Please be advised that we are unable to locate a subscription in our system with the information provided. We have reached out to the customer to provide the first 6 digits and last 4 digits of the credit card being charged, so we can investigate further, but havent heard back as of yet.
Best Regards,
*****************************
Customer Answer
Date: 12/06/2022
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 and the matter has been resolved.
Sincerely,
***********************
Initial Complaint
Date:11/21/2022
Type: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 19, 2022, I saw that I had been charged $40 on my *********** credit card as of November 18, 2022, by the New York Times. I did not know what this was for, so I logged on to the New York Times web site and saw that it was for a years subscription renewal to the ** Times ******************* I had not received any notice that the subscription would renew and my card would be charged, and I decided I did not want the service. So I cancelled, but then I was notified in the chat session (with an AI, I believe, and not an actual person), that my service would be cancelled as of this day (11/19), but I would receive no refund. In other words, the New York Times would keep the money I had paid for the coming years service but would provide NO service, and would not refund the money. I called to talk to a live agent, but all the agent did was confirm that I would not receive a refund and my service would end as of today. The first person I talked to alleged that the payment was retroactive that I had received the past years service for free. But I looked at my credit card record and saw that I had been charged $40 at this date in 2021, so the agents statement was not true. I believe the New York Times is doing bad business. They should have notified me of the scheduled renewal and they should not withhold refunds from people who see they have been charged and decide to cancel.Business Response
Date: 11/23/2022
Re: Complaint #********
Customer Information:
*************************
*** *******************
******** ** *****
******* ****** **************
******* **************************Please be advised that this complaint has been resolved. According to our records, the $40 was disputed with the credit card company, so the customer was not charged. We can also confirm that the subscription has been cancelled and no more attempts will be made to charge the credit card.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 11/23/2022
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
Date:11/21/2022
Type: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 receiving the New York Times for a number of years. I am now 77 years of age and retired this past spring. I no longer have the income to afford the New York Times, $88/month. I called the home delivery office on 17 April and ask to have the paper cancelled. I kept receiving the paper. I have called, I have written letters, but I could not get the paper stopped. In mid July, I reached a supervisor who was able to get the paper stopped. However, the invoice I received charged me for the deliver of papers from 17 April until mid July, $176. I do not think I should have to pay this amount. The paper has now sent the invoice to a collection agency.Business Response
Date: 11/23/2022
*** ********* * ********
******** ************
*************************
***** ******************************** ***
********** ** *****
******* ****** **************
******* ******************New York Times Acct#: *********
Please be advised that this complaint has been resolved. We can confirm the account is cancelled and the $138.00 due is being removed to reflect a 0 balance. Also, no more attempts will be made to collect the outstanding balance.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Initial Complaint
Date:11/16/2022
Type: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.
Hello, I am writing today because on Nov 14, 2022, 10:36 AM I sent an email to ************************************ requesting that they delete my personal data that they have stored/saved in accordance with the *** or ******** Privacy Act. on Nov 14, 2022, 1:46 PM ******* .C of the ** Times told me i could finish my request by filling out the form at this link ******************************************** so i did expecting that they would honor my request but to my surprise onNov 14, 2022, 10:36 AM the ** Times responded from the following address data-************************************* that they would not process my request and denied me my ******** Constitutional rights. At this time I would like to request that ** Times please release any of my personal information that The New York Times Company holds directly to this email address Immediately failure to comply will result in another complaint to the ******** attorney general's office.Business Response
Date: 11/17/2022
*** ********* * ********
******** ************
*****************************
**** *****************
******* ** *****
******* ****** **************
******* ******************************************Please be advised that this complaint has been resolved. We would like to apologize for any inconvenience and can confirm that the customers privacy request has been processed, so no more solicitations will be sent.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 11/17/2022
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
Date:11/15/2022
Type: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 New York Times has been charging me $4 each month since 2021 for online access to their digital newspaper. However, they denied my access every time I want to read.I contacted them by email several times, they say they cannot find my account. Thay have not given me a solution so far. I asked them 2 months ago to stop the charges but they continue doing so, most recently yesterday. This is FRAUD!! Taking money for services not rendered.Please help!Business Response
Date: 11/18/2022
*** ********* * ********
******** ************ *********************************
**** ***********
********** ** *****
******* ****** **************
******* **********************Please be advised that we are unable to locate an account in our system with the information provided. It appears the subscription was purchased through Apple iTunes and the customer will need to contact them directly at ************. It is also recommended the customer contact the credit card **********************/bank to dispute the payments and block future charges.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 11/18/2022
The first entity, after contacting the **** was Apple card (my Apple Titanium card is the one being charged), they told me they couldnt do anything about the charges, that it was th NYT the responsible party that has to stop the charges.
I been emailing back and forth with the billing department and they promised to solve the problem. But the excuse is always the same, they cant find my account. How come they charge my credit card monthly since September of 2021?
I gave the billing employee my credit card number so she could stop the charges but she didnt.What do I do now? They are stealing my money!
Business Response
Date: 02/15/2023
Re: Complaint # ********
Customer Information:
*********************************
**** ***********
********** ** *****
******* ****** **************
******* **********************Please be advised that with the additional information provide, we were able to locate an All Access subscription under email address ******************* that was started by the customer on 12/13/21 and stopped 1/5/23.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Initial Complaint
Date:11/15/2022
Type: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.
From April 2022 until October 2022, the New York Times has been charging me twice per months for one single service (one single Sunday paper per week). I called to report the $200 extra charges. They only agreed to reimburse just a small fraction -- only two months (around $60) of all that period, saying that I should have reported earlier. Since New York Times has been sending me one single paper -- not two -- I did not realize earlier that they were double billing. People should be able to trust that institutions do not double-bill them without manually verifying every single transactions with their banks.A lot of time was wasted trying to resolve this to no avail (the last ticket number: *******).Business Response
Date: 11/18/2022
*** ********* * ********
******** ************
*****************************
*** *******
********** ** *****
******* ****** **************
******* ***************************New York Times Acct#: *********
Please be advised that this complaint has been resolved. According to our records, the account was started by the customer, and since we rendered the service expected of us, we must expect payment for that service. It is the responsibility of customers to inform us if they are not receiving the service they are paying for, wish to end it, or are paying for services they did not authorized, in a reasonably timely manner. That said, we do try to address our subscribers concerns, and, as a good-faith gesture, we have agreed to issue a full refund. We have already issued $65.72 and in the process of refunding an additional $252.31 back to the credit card on file.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** ******************************* *** ***** *** ** *****
Initial Complaint
Date:11/07/2022
Type: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.
Unable to stop subscription to the New York Times. They sign me up for a discount when I call with a issue and one month later I'm being billed $17/mo instead of the $4/mo they said they would bill me. After asking for my subscription to be canceled a week ago I was just billed $17 on Nov. 3.Business Response
Date: 11/09/2022
*** ********* * ********
******** ************
***************************
**** *********** **** **
******* ** *****
******* ****** **************
******* ************************Please be advised that we are unable to locate an account where the customer was charged $17 in our system with the information provided. It is possible that a subscription was also purchased through Apple iTunes and the customer will need to contact them directly at ************. It is also recommended the customer contact the credit card **********************/bank to dispute the payments and block future charges.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 11/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
The subscription hasn't been stopped. The lack of a page to unsubscribe, representatives that make miss leading statements, the whole system appears to be designed to prevent people from unsubscribing.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
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