Fort Worth Star-Telegram Customer Service Issues

Subject: Complaint Regarding Newspaper Delivery at [redacted] Love Circle Dear FWST Distribution Manager, I am reaching out on behalf of my elderly parents, Richard and Lenda Lair, who have been dedicated subscribers of your newspaper for many decades. However, we have encountered a recurring issue with the delivery lately. After the city of Fort Worth conducted water installation work in their front yard, the newspapers have consistently been thrown into the holes created during the construction. This has caused inconvenience to my 88-year-old father, who has had to navigate the muddy yard daily to retrieve the papers. Despite the holes being filled, the new sod is yet to be laid, making it challenging for my parents to access the newspaper without hassle. I kindly request your assistance in ensuring that the distributor delivering to [redacted] Love Circle, Fort Worth, [redacted] understands the importance of placing the newspaper on the sidewalk or front entry, rather than in the yard. Your attention to this matter would be greatly appreciated to enhance my parents' newspaper reading experience. Thank you for your prompt action in resolving this issue. Sincerely, Cynthia Wahl Daughter of Richard & Lenda Lair

I subscribed on August 2nd, but they charged my card for a second month on August 26th. I tried to cancel on August 31st to avoid further charges, but was told I couldn't cancel until September 3rd. When I requested to speak to a supervisor, the person hung up on me. After calling back, the supervisor promised a refund to my credit card within 7-10 business days. I find it frustrating that it takes so long to credit my card, especially since the amount is incorrect. Dealing with this company has been challenging.

Regarding account FTW-[redacted], our Sunday-only subscription to the Star-Telegram expired in late April. After contemplating the value of the publication due to rising costs and diminishing content, I informed a representative in mid-May of my decision not to renew. Despite this, I continued to receive papers and multiple renewal calls for about 8-10 weeks, reiterating my desire to cancel each time. Upon receiving an unexpected bill for $70.59 in early August, I spoke with a S-T representative named RJ who agreed to settle the account for $20.59, covering papers until my initial cancellation request. I promptly sent a check for this amount. Now, I have been contacted by a collection agency, ARM Solutions, claiming I owe $50. Kindly inform ARM Solutions that my account is cleared and provide a statement confirming this settlement. I have a clean payment history and trust this matter will be resolved promptly. Thank you. Best, Murray L Stagner [redacted] Brentwood Circle Grapevine, TX [redacted]

I have been charged for the last four months, but I haven't received any newspapers. I have tried to access my account online using my phone number and email, but it doesn't recognize me. I have also attempted with my wife's information with no success. I have called multiple times, but I can't speak to an agent, and the automated system doesn't help me either. I need a company representative to contact me before I take legal action. I have been trying to reach out during business hours throughout the week. My phone number is [redacted].

I contacted customer service on March 6 regarding my missing Wednesday paper for the past three weeks. Despite informing the representative of my prepayment through Groupon in January, I was asked to provide proof of payment. I have repeatedly clarified the situation to previous representatives who assured me that my account would be updated accordingly. It seems that there has been a lapse in keeping my account details up to date. I kindly request for my account to reflect a fully paid 52-week Wednesday/Sunday subscription at $42, which was charged to my credit card on December 31, [redacted]. Additionally, please credit the three missed Wednesday papers and resume timely delivery of both Wednesday and Sunday editions.

I have not received a newspaper in over a week despite calling the [redacted] number every day. Despite living at the same address for 13 years and being a customer for over 40 years, the issue persists. I am frustrated by the lack of resolution. As a result, I am canceling my subscription to the Star Telegram and switching to the Dallas Morning News. Cheryl Hodge Marxen.

I need assistance with an on-going issue regarding the delivery of the ST paper to our home daily. Despite living in an area with about 15 homes where the front doors are only about 13 steps from the street, the carrier consistently throws the paper in bushes, flowers, and wet areas rather than at the end of the sidewalks. This leads to the paper being soaked and unreadable or unreachable for both my 87-year-old husband and myself who are 80. It's frustrating as we've been subscribers for 49 years. Other residents in Janehaven Lakes face similar challenges, especially during bad weather. We are left with no choice but to cancel our subscription if this continues. Previous carriers were thoughtful and placed the paper by the door. We miss their service. We seek a solution to this problem. Thank you. Regards, The Youngs

I just finished speaking to your customer service department. I was surprised to find that the FW Star Telegram had doubled the subscription price without any prior notice when I checked my bank account transactions this morning online. The charge exceeding $60 is now more than what we pay for the Dallas Morning News subscription, even though your paper is essentially a condensed version of the DMN. Thankfully, your representative agreed to reduce the cost by half to rectify the issue. We have been loyal customers since [redacted] and understand the rising costs of printing and distribution. However, we cannot justify paying $[redacted] a month for both papers. Although I did not cancel this morning, we are giving you one last chance to retain our business. Around a year and a half ago, we were only paying $15.00 a month, which unfortunately didn't last. This sudden price increase is concerning and not a sustainable way to retain valuable customers.

For over a decade, a Star Telegram newspaper has been consistently thrown onto my property and in other yards in my neighborhood without our request. Rain or shine every Thursday, I find myself collecting these soggy papers and tossing them in the trash. I am sure many others are facing the same issue based on the abundance of untouched newspapers in driveways weeks after being delivered. It's frustrating to deal with this unwanted delivery every week. I have attempted to contact the Star Telegram previously, but unfortunately, I was met with unhelpful responses. I plan to escalate this matter to my HOA and potentially involve the City of Colleyville to address this ongoing problem. It would be beneficial to consider implementing fines for distributing such unsolicited newspapers. A quick drive through the neighborhood after delivery day would reveal numerous untouched papers lying around, some even from previous weeks. I seek your assistance in resolving this matter promptly. Sincerely, B. F. Lakes of Somerset Colleyville, Texas

I recently re-subscribed to the Star-Telegram newspaper delivery service after switching from an independent carrier. However, since June, I have encountered issues with missing papers, late deliveries, and papers being left in inappropriate places. Despite numerous attempts to contact customer service, I have not received a satisfactory response. Today, I spoke with a particularly unhelpful representative who provided no solutions. I am disappointed with the lack of responsibility taken by the company and the poor customer service I have experienced. I am reaching out for assistance in resolving this ongoing problem, as I have been a loyal customer for many years. I am hopeful that someone will address this issue promptly. Thank you.

A single mother's three children faced abuse from their remarried father during a visitation. The two young boys, aged 5 and 4, were physically harmed by the father and stepmother, leaving severe bruises that made using the bathroom painful for the children. Despite seeking help, a child protection official dismissed the abuse by claiming it wasn't considered abuse if it was inflicted on the children's behinds. The mother strongly disagrees with this viewpoint. She wonders if the Star Telegram would be interested in sharing the story of her fight to protect her children from a father who doesn't acknowledge his wrongful behavior and is attempting to gain custody, despite the trauma he has caused.

I attempted to pay my bill online today and noticed an increase of over $[redacted] in just 13 weeks, which is quite concerning. I like to receive invoices before making any payments, but I haven't received any. I contacted customer service twice today, waiting for over an hour in total despite the website indicating a 5-minute wait time. I need to speak with someone promptly or I'm considering cancelling my subscription. Please reach out to me at [redacted] by the end of business today as our family has been loyal subscribers for over 20 years.

I have not received my paper on at least five occasions in the past two weeks. Each time I contact customer service, I receive the same unhelpful responses. They promise to deliver the missed paper the next day, but it never arrives. They also assure me that a manager will contact me, but that never happens either. The excuse of notifying the carrier does not solve the problem. I need to speak to someone fluent in English so that I can understand them clearly. How can I get in touch with a manager? I now understand why my friends have canceled their subscriptions, and I will do the same if this issue is not resolved. Thank you. - JS

I am extremely frustrated with the delivery service of the Star Telegram. Repeatedly, my paper is either not delivered or found in poor condition. I have not been informed of any credits to my account for undelivered papers, despite being fully subscribed. As a senior with disabilities, I requested that the paper be delivered next to my garage door, which has not been consistently done. It seems like the Star Telegram is neglecting senior subscribers like me to push us towards their digital service, which I do not want. I prefer hardcopy delivery and do not want to switch to reading the paper digitally. I am tired of the ongoing delivery issues and request reimbursement for the missed deliveries by check, not just a credit to my account. I reside at [redacted] Eagles Nest Dr., Bedford, TX [redacted], and I feel helpless in resolving these delivery problems and receiving my newspaper and TV guide every day.

I did not receive the newspaper this morning. This has been happening repeatedly. I urgently need the paper delivered today and not tomorrow. Yesterday's paper was also missing. In the past, the paper was left in the gutter. As a senior with a disability using a cane on a steep driveway, it is challenging for me. For many years, my paper was delivered next to my garage door daily without any issues. I am very upset by how the delivery service is treating senior customers. I have been a loyal subscriber for decades. - S.B., [redacted] Eagles Nest Dr, Bedford, TX [redacted].

After being away for some time, we decided to re-subscribe to the Wednesday and Sunday newspapers back in April. The previous absence was due to consistently poor delivery service. Unfortunately, since resubscribing, there has been no improvement, with nearly 50% of the time where we did not receive our papers. This continued lapse in service is disappointing and completely unacceptable. Even reporting the missed deliveries has not made a difference, leading us to stop contacting customer service altogether. This ongoing issue may contribute to the declining readership. I hope to hear back from you soon regarding this matter. If this problem persists unresolved, we will not renew our subscription next April. Additionally, I believe we are owed a refund for the undelivered papers. Thank you. - Joan I. from Bedford, Tx.

I am currently experiencing homelessness in Garland, Texas, where I have been living for the past five years. I am concerned about the lack of access to inclement weather shelters run by the Salvation Army in Garland, especially when neighboring cities like Dallas, Plano, and Fort Worth have such facilities available. Many of us in Garland are unable to afford transportation to other cities, and attempting to use public transit without a ticket can result in penalties. Additionally, some churches that typically provide shelter are closed. I am reaching out for assistance or to raise awareness of this issue. Homeless individuals also need support during this cold weather. Thank you.

I have been experiencing issues with receiving my Star-Telegram newspaper consistently. Over the past three days, the paper has been missing or found in inconvenient places due to the strong wind in my area. To solve this problem, I kindly request for the newspaper to be placed on my front porch to ensure it is protected from the wind. My address is [redacted] Copperglen Circle in Colleyville. You can find my name as Richard Bradford. I want to bring to the attention that there is a new delivery person handling the distribution now. The previous delivery person used to place the paper on my porch to prevent it from blowing away.

I am trying to reach an executive directly, bypassing customer service. We subscribed for daily paper delivery from January [redacted] to February [redacted]. Despite complaints and 35 missed papers, they continued. Calls in January [redacted] were unprofessional, and despite canceling, they persistently called. We switched to Dallas Morning News. Surprisingly, the Fort Worth Star Telegram resumed delivery, but today I received a bill for $67.36. I need to escalate this issue to a competent individual regarding the missed deliveries, additional costs incurred, and the harassing calls after we declined renewal. I am frustrated with the poor service and lack of response, leading to financial losses and inconvenience.

On June 26, [redacted], I contacted customer service regarding issues with my delivery subscription. I requested to cancel the delivery service, continue with the digital subscription, and was informed my subscription was paid until July 12. Despite this, I have not received a paper since June 24. I expect to receive a credit for the period between June 24 and July 12, [redacted]. On July 12, I was charged another $[redacted].60, for which I also anticipate a credit. I believe the total credit should amount to about $[redacted].82. Additionally, I assume I will be charged $15.99 for the digital subscription.