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:06/26/2023

  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.

  Richmond times won't let me cancel my subscription. I have read their terms of service, called the number hidden in section 19 of their ToS to cancel, spoke with a lady who assured me the subscription was over. The very next business day, they tried to charge me $12, again, for a subscription that was supposed to be cancelled. They've been harassing me for a week straight, every single day trying to take money from my account that doesn't belong to them. And here's the kicker: I don't actually owe them ANYTHING, because you can't read any articles without a subscription. Sub doesn't go through, so no articles are consumed, so no payment is due. I haven't read a single article from this garage company since I was forced to join just to find out about a shooting that happened in my city. They have a pretty strict 'don't tread on me' approach towards their CUSTOMERS, but not their government?? Isn't that what it's for??? Typical journalist, twist facts for their own benefit with no regard to the realities of the people involved. What a slap in the face to anyone who supports them!! Also, in their ToS, it says they have the right to charge you whatever they want, whenever they want, regardless of what they tell you to your face, and they don't have to give you any warning before doing so. I remember when I signed up, it was not $12 a month, it was $7. I live on government assistance and I'm not going to be giving them $12, but they will not let up. They keep trying to take the money directly from my bank account and keep getting it pushed back, saying no, not a sub, but they keep trying. At this point, it's harassment, and they owe me money for each attempted overdraft fee that occurs for every time they've tried to STEAL my money after canceling my subscription. This company is incredibly sleazy and crooked. We already know that all journalists are just lying, greedy, politically controlled, 4th-gen yuppie cucks, but these people really take it to the next level.

  Business Response

  Date: 07/07/2023

  Dear BBB,

  Attached is the response letter for this complaint.

  Thank you,

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

  Circulation Office Manager

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair 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 received an email today telling me I was going to be charged $21.99 for an automatic EZ Pay subscription. I have never authorized or requested a subscription to the Richmond Times-Dispatch. I live in **. In general, I have little interest in the news from Richmond. I called your subscription ***** and found that you have all of my billing info! When I asked to cancel whatever subscription that might exist, I was offered a better rate to keep the subscription. When I asked a second time to cancel, I was offered a less expensive option changing my paper copy to an online only subscription. I have never had a paper copy delivered to my home. Again, I live in **. If that is the type of subscription I had, I would like all past due issues delivered immediately and would still like to cancel my subscription. When I asked to cancel a third time, I was given a third offer as well as asked whether or not there were specific things I didn't like about the paper. I made a fourth attempt to cancel and that was again met with an alternative offer. At that point I asked to speak to a supervisor. I continued to be given various special offers. I asked a total of 5 times to speak to a supervisor. In the end that was never allowed. I have no idea now how to proceed. I don't know ho the paper got my billing information and, as can be seen from the above, I can't get them to cancel their automatic billing.

  Customer Answer

  Date: 06/30/2023

  Complaint ID# ********
  

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

  The Better Business Bureau
  

  Operations Department
  

  Phone: ************ Direct Dial

  
  
  

  ---------- Forwarded message ---------
  From: No-Reply <***************************>
  Date: Fri, Jun 30, 2023 at 1:27 PM
  Subject: V-Mail from ************************* ************** to ********************* 6947
  To: <**********************************************************>
  

  
  
  

  You have a new voicemail from ************** (*************************)

  YOU HAVE A NEW VOICEMAIL! 6947 (*********************), You have a new voice mail from************** (*************************). Your transcribed message: hello my name is ************************* about a week ago I believe it was June 21st I filed a complaint with the Better Business Bureau against the Richmond Times Dispatch today I received an email from that newspaper who has offered ****** has already processed a full refund so the complaint I had was that I would have received your subscription I had never requested and they have now refunded it and cancel my subscription so I no longer have that complaint with Richmond Times Dispatch me again my name is ************************* if you need additional information my number is ************ thank you very much for your help with this bye bye. Listen by opening the enclosed attachment.

  Sent by2023 SimplicityVoIP

  

  One attachment Scanned by Gmail

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After doing business with the Richmond Dispatch for over ******************************************************************************************** "automatic" payment for the paper. I had gotten a special price of $31.20 for many years and they charged me, (without my permission) $42.20). I NEVER chose to go automatic or make a payment at this time. They took my money for groceries and have not returned it though "****" said I would get a refund in a few days. I am a senior and on Social Security and out of money due to many doctor visits and copays. PLEASE see that they return my money. I have called this past weekend and they are closed. My check book is on empty. Resolution of a refund and me paying the subscription on 5/24/23 WHEN I GET PAID. Thank you.

  Business Response

  Date: 06/01/2023

  Dear BBB,

  Attached is the response letter to this complaint.

  Thank you,

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

  Circulation Office Manager

  Customer Answer

  Date: 06/01/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *******************************
  
  
  
  

• Initial Complaint

  Date:05/03/2023

  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.

  **************** is outsourced to PI. I have called numerous times to cancel subscription on behalf of my elderly mother,. I'm her guardian and conservator. After being assured the subscription was canceled, my mother's account was debited again on 3/2/2023, $299. I want the subscription cancelled immediately and a refund issued. I want written communication that the account was cancelled and no further charges will be made.

  Business Response

  Date: 05/08/2023

  Good Afternoon,

  Attached is the response letter for this complaint.

  Thank you,

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

  Circulation Office Manager

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to discontinue the Richmond Times Dispatch Savings Direct from being delivered to my home but cannot find anyone in their call center or an email address to reach out to in order to address this problem. It is very frustrating. The papers collect on my lawn, my neighbor's lawns, and on neighborhood sidewalks and are an eyesore.

  Business Response

  Date: 06/05/2023

  Dear BBB,

  Attached is the response letter for this complaint.

  Thank you,

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

  Circulation Office Manager

  Customer Answer

  Date: 06/06/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  ***************
  
  
  
  

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RTD automatically billed an annual subscription renewal to my charge card February 1, 2023. I did not want this, and in the first week of February I called their published customer number. After a conversation they agreed to make an adjustment to my credit card for a lower price. The difference due me was $80.08. Between that time and today I have made EIGHT (8) calls trying to get my refund. They always agree I am due a refund of $80.08. I confirm my charge card information with them, and they promise a refund on my card within a certain number of days (they vary on different calls). On my last call of April 21 be I insisted on speaking to a supervisor, and after much reluctance, a '*****' was put on the phone. The validity of my refund was once again confirmed, and I was told a refund would coming in a week or two ( really don't remember exactly because I have heard that so many times). I complained, and she said she would escalate this and I would have it on my card in ***** hours. Today is April 26 and I still have seen nothing on my card. so (I

  Business Response

  Date: 05/05/2023

  Good Day,

  Attached is the response letter to this complaint.

  Thank you,

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

  Circulation Office Manager

  Customer Answer

  Date: 05/05/2023

  
  Better Business Bureau:
  
  I have reviewed the reply made by the business in reference to complaint ID ********, and the resolution taken by the *** circulation manager is satisfactory to me. I suggested that in the future *** employees that deal with customers on a daily basis be giving additional training so they can relay to the customer the specific steps and timeframe that occur when a refund is initiated. As long as a consistent policy is related to the customer and followed, incidents such as these can be avoided in the future. This complaint has been resolved.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had difficulty canceling my subscription to the digital paper. They encourage you to "manage your subscription" online and there is nothing in my online Richmond Times-Dispatch account. No invoice, no explainer to what I'm subscribed to--nothing. I did not receive any renewal notifications as I had in the past or anything telling me they had raised the rate by more than $100 a year. I knew nothing about any of it until they charged my bank account (note: there is no credit card saved in my "account"). When I tried to cancel it, you can't do it online. Your call gets transferred to a call center, where the woman on the phone offered me a lower rate. I said no. Yet she kept processing the lower rate. I had to say no to several different offers and asked for my money to be returned to me and the subscription be cancelled. I also asked to talk to someone IN VIRGINIA and they were not able accommodate me. I also asked for an email receipt confirming the cancellation, and she told me they don't do that. Instead she offered her name and employee number. Seriously? I was just not interested. The really sad thing is I used to work at this newspaper and had fond memories of my time there. This experience has ruined that. I would love a written confirmation from them that it was indeed canceled and my money back

  Business Response

  Date: 04/14/2023

  Good Afternoon,

  Attached is the respo0nse letter for this complaint.

  Thank you,

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

  Circulation Office Manager

  Customer Answer

  Date: 04/14/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $155.94 on February 22, 2023. I called and told them that price was ridiculous for a digital only subscription. They reduced the price to roughly $35 for a 6 month subscription and said they would refund the difference. I have called about 10 times over the past 4 weeks and can only be connected to their *********** call center. Every time I call they say it's processing. A refund doesn't take 4 weeks to process. I have recently called telling them to cancel completely and to provide my full refund. I have had no success and not able to speak with anyone locally about this issue. This is a scam and they shouldn't be able to operate this way.

  Business Response

  Date: 04/11/2023

  Dear BBB,

  Attached is the response letter for this complaint.

  Thank you,

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

  Circulation Office Manager

  Customer Answer

  Date: 04/12/2023

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