Complaints

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:11/20/2023

  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.

  Received phone calls twice asking to renew paper subscription. Both times I said please cancel my subscription. Sent a bill this week for $220 saying I owed money for papers received during their “grace period”. Called the Times to dispute bill supervisor said I did not follow their cancellation procedures and must pay. Not fair!!

  Business Response

  Date: 11/21/2023

  Thank you for your message to The Centre Daily Times. Our records show the account is under the name of ******* ********. The account expired 7/30/23. Since we do not stop subscriptions automatically, the account continued on a grace period until 10/8/23. The account was stopped on 10/8/23 with a balance due. Prior to the expiration date, a renewal notice was sent on 6/29/23. A second renewal was sent on 8/10/23. All renewals state the paper will continue unless we are notified otherwise. However, since you indicated you received 2 phone calls regarding your account and requested to have the paper stopped, we will honor the removal of the balance. We will also look into these retention phone calls and follow up with the team to ensure the proper notes are documented on the account. 

  Please note, if you subscribe in the future, we do request a call, email, chat or letter prior to the expiration date. Otherwise, the account continues to allow time for our customers to renew their subscription.

  Please feel free to contact us at 888-237-3801 or [email protected] if you have any further questions or concerns.

  Thank you

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair 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 2021 bill for 52 weeks went from 11/22/21 to 11/21/22.
  My 2022 bill for 52 weeks went from 10/30/22 to 10/29/23
  This year's bill for 52 weeks goes from 9/17/23 to 9/15/24.
  They are really only giving me 48 weeks.

  Business Response

  Date: 08/22/2023

  Thank you for contacting the Centre Daily Times. The account for ***** ****** has been reviewed the last payment on 10/5/2022 was processed for the amount of $173.96 the amount sent did not include the $4.99 print bill fee so that shortened the renewal date since it is automatically deducted from the payment. You can switch to E-billing which means your renewal statement would be received by email. The other factor that changed the renewal notice is the weekly supply chain charge which is .39 per week if you do not add it to your renewal payment is will change your renewal date from the date on your notice. It is a total of $20..28 for 52 weeks in addition to your renewal price. A letter was sent out in April of 2022 notifying subscribers of this charge. In conclusion the renewal date did change due to the weekly supply chain charge. If you would like for your next renewal you can add it to your total subscription price. We apologize for any confusion on this matter. If you have any questions please contact our customer service department at 888-237-3801. 

  Customer Answer

  Date: 08/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ***** ******

• Initial Complaint

  Date:06/20/2023

  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.

  My bill has increased now and then over the past few years with no prior warning. When I would call with a complaint I'd be told on the phone (no written verification) that my bill would go back to the lower cost and/or I'd be credited with no charge the following month. That would not happen. I cancelled my subscription today because I was charged $72 in April and $119 in May. When I called to complain or question the increase I was told that I would not be charged for June and my bill would go back to $72 in July. I was charged again $119 for June...no "free month" as promised. I'd be happy to receive a refund of $119 but I am cancelling my subscription due to this poor customer service.

  Customer Answer

  Date: 06/26/2023

  [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. 

  I received a call last week from their customer service with an apology for not notifying me of rate changes in the past (I never received one) and I received a $119.96 refund for June to my credit card as well.
  
  Thank you again for your attention to my complaint.
  
  

  Regards,

  
  
  
  ***** *****

• Initial Complaint

  Date:06/01/2023

  Type:Product 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 mother canceled her paper since she has moved to a nursing home. Since 4/28/23 I have been trying to get the refund she was promised and keep getting the runaround. I am her son, standing in for her, since my mother has dementia. I have been emailing a woman, Susan M******* who works at the CDT. It has been a week and the check still has not been written. I would like the CDT to send the check for $627.29 as I was promised.
  Susan M*******'s email address is: *************************
  
  Below is a record of what has transpired:
  
  Called on 3/28
  Canceled paper on 3/29
  Confirmation number **** Check would be for $627.29
  
  Called on 4/28
  On 4/16 request was declined from 'human error'
  Talked with supervisor, raised request to high priority
  If check on received, call back in 15 days (or less)
  
  Called on 5/3
  refund has been confirmed by finance dept.
  Receive check in next 2 weeks.
  Talked with supervisor
  
  Called on 5/22
  Check still has not been sent out.
  Would not give me the name number of anyone else.
  Finally she gave me this number
  newsroom dept
  *** *** ****
  
  5/22
  Emailed Susan M******* from the CDT
  She said the refund had been approved(again) and I should wait up to 20 days
  Having the check sent to my address
  
  This has gone on way too long and I would like my 87 year old mother to get the money she was promised.

  Business Response

  Date: 06/03/2023

  Thank you for contacting the Centre Daily Times. The information on this complaint does not bring up an account for Centre Daily Times. In order to locate the account we need the name and address where the paper was being delivered in order to look at the account and see what is happening regarding the refund for the mother of *** ******* Once we get this information we can locate the account and make sure this  is resolved immediately. Please respond with the information needed. 

   

  Customer Answer

  Date: 06/03/2023

  [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 received a call from the Center Daily Times Friday afternoon. I gave them the requested information and the check has been written but they are unsure of the address to send it to.  They will call me on Monday to get this resolved and get the check in the mail I was told. I would like to keep this complaint open until I have received the check, if that is ok.

  
  
  ******* ******

  Customer Answer

  Date: 06/05/2023

  I just talked with you on the phone about the problems I’m having with the CDT. I was called by a ***** ** *********** ******** that the check was written and was waiting to be sent out. I would like the check to be sent to my address since I am my mother’s legal guardian and her former address is no longer valid. We had to place her in an assisted living facility, so her old address is now routed to a new address.
  
  I’ve called Julie’s number several times today and have received only her voicemail. I’ve also emailed Susan ********* ************************* and have received no response. This is all been going on now for 2 months. If you could contact them again and have them contact me I would appreciate it.
  
  If there are any questions, please let me know. 
  
  *****

  Business Response

  Date: 06/05/2023

  Thank you for your message to the Centre Daily Times. We are sorry to hear about the experience you have had with your mom's account. Our records show, the refund was recently issued on 6/1/23. We also confirmed that one of our Specialists was able to contact you by phone and give you the latest update on the account.

  Please feel free to contact us at 877-237-3801 or [email protected] if you have any further questions or concerns.

  Thank you

  Customer Answer

  Date: 06/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  I do not want this closed until my mother has received the check. There may be a problem if the cdt did not include the box number on the address. I do not know if they did or not.

  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/09/2023

  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 notified the Centre Daily Times in March that I would not be renewing my subscription. They continued to deliver a newspaper past that date to my yard in what they refer to as a "grace period." They are now charging me for the unwanted delivery and threatening me with collections.

  Business Response

  Date: 05/09/2023

  Thank you for contacting the Centre Daily Times. The account for **** ******** is closed and the balance on the account has been removed. The email that was sent on 3/4 was located we apologize that the agent was not clear on your request to cancel and not extend it after the time your were credited for delivery issues was up At this time the balance on the account has been removed no further collection attempts will be made. If you have any questions please call our customer service department at ************.

  Customer Answer

  Date: 05/10/2023

  [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:12/30/2022

  Type:Product 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 cancelled my subscription to the paper on 12/23/22 with a stop date of 12/9/22 with one of the paper's representatives. I found a charge for the paper for continued delivery on 12/27/22. I contacted the paper and they told me they had no record of my call and they could not refund the money. They cancelled me as of 12/30/22 but said they could not refund my money for the rest of the subscription ending 1/29/23. How can they charge me for papers I am not receiving? Is this what they do to all subscribers who cancel, get an extra month's payment from them and tell them it is their fault? All I want is my money refunded for papers not received due to their error.. Is this a scam they run? I am a senior citizen and do not want others to be caught in this practice by the paper. Are employees instructed not to record cancellations so more money can be collected or are their employees inept? The charge was $35.53.

  Business Response

  Date: 01/03/2023

  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 1/3/23 with assigned ID *********
  Accoun* ******** * **** *****
  To BBB
  The customer’s subscription was to expire on 12/30/22. There is no email or phone call from the customer to cancel the subscription. The autopay hit the customer’s credit card - visa ending **** on 12/27/22. 
  We received a phone call from the customer on 12/30/22 to complain about the $35.53 charge. We canceled the  subscription. We have a no refund policy. This was explained to the customer. For this one time request the customer will get his $35.53 refunded back to his credit card. 
  Sincerely,
  
  Tina S D*****
  Customer Care Specialist
  

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service 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.

  At the beginning of September I purchased the $1 month special for the paper because I had to read it for class. I forgot to cancel my subscription. I didn't notice until I received an email at the beginning of November for a failed payment (which didn't make sense because I have money in my bank account). I immediately called and told them I accidentally kept the subscription and asked them to cancel it. The woman hung up the phone on me. I called back right away and another woman begged me to keep the subscription saying she would now offer it to me for $9.99. I said I had no interest and wanted it cancelled. She said no. I said if you don't cancel it I will go to the police. She was frantic and tried to end the call, but I told her I would keep calling back until she cancelled the subscription on the phone with me. She said she had cancelled it. I went into my account and the subscription was cancelled, so I was satisfied. Then, I went to my bank statements to see how many times I was charged and noticed I was charged twice in the month of October for $15.99. I then called again, a few days later, after talking to the bank, to make CDT aware that I was charged twice in the same month and they deny this happening, so I filed a dispute with my bank who confirmed the extra charge. My bank recommended I remove my card information from the site, so I went to do so and found that I was locked out of my account, and when I tried to reset a password it would not allow me. Today, November 22, I discovered I was charged again for $15.99. They lied to me about my subscription being cancelled and have prevented me from removing my card information. I have been in contact with the local police and they are aware of the situation. Just now, I unwilling cancelled my entire debit card because of this. I told them I would pay for the first month because it was my own fault for not cancelling, but this got out of hand. They should be held accountable and people should hear.

  Business Response

  Date: 11/23/2022

  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 11/23/22 with assigned ID #********
  Account # ******** and Account # ********
  
  The customer signed up for two digital subscriptions (likely in error).
  
  A refund in the amount of $31.98 has been forwarded to the Finance Department for processing.  All digital refunds are sent via check and we ask that you allow up to 20 working days to receive it.  **. ***** canceled $15.99 payment on account #******** so there will be no refund on that account.

   

  Sincerely,

  Susan S*** VIP Agent

   

  Customer Answer

  Date: 11/23/2022

  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I’m not sure how it’s possible to sign up for two subscriptions if one already exists, but I’ll try to understand. I ask that there is confirmation that the subscriptions have been cancelled moving forward, so that I stop receiving contact from the company. 
  
  
  
  Regards,
  
  
  
  **** *****