Kansas City Star Customer Service Issues

We signed up for the KC Star in [redacted] for Wednesday and Sunday editions. Initially, delivery was reliable for about 5 months. However, it became sporadic when the service shifted to independent contractors. Since February [redacted], we have only received one newspaper some weeks and in May, we only got one out of 8. Despite multiple calls about missing papers, the situation hasn't improved - missing 3 papers in June and already in July. A company representative assured us our credit would cover us until October [redacted]. We're eager to keep the service going or get a refund for the undelivered papers. We did receive a paper on July 7, the first Sunday paper in a while, but no paper on the following Wednesday.

I have contacted the KCSTAR approximately 10 times regarding an ongoing delivery problem. Despite speaking with a VIP team member, a supervisor, sending emails, and making multiple calls, the issue remains unresolved. I am the Director of an Assisted Living Community located at [redacted] Pinehurst Dr, Basehor, KS. Two residents, Robert Miller and Paul Randall, have subscriptions but have only received one paper in the last month. Despite my regular reports, the problem persists, forcing the residents to share one paper daily. The situation is unacceptable and requires immediate attention. I request a phone call today to discuss how this issue will be resolved. Thank you, Laura Winters

I am experiencing issues with the new e-edition. I am unable to read it properly on my tablet. This new version has an excessive amount of ads making the text too small to read comfortably. Additionally, the pages time out unexpectedly, forcing me to restart. If these problems persist, I may need to cancel my subscription. I hope there is a solution to improve the functionality of the e-edition.

I'm having trouble with the Kansas City E-star website on my laptop. Despite contacting support on 10/04/[redacted] about a third of the screen being covered by Google ads, the issue persists where the ads are preventing me from viewing the entire page. Additionally, the suggested solution of cropping the article for printing puzzles was unsuccessful. These issues are preventing me from reading the paper for the past four days. Please address and resolve these problems. Thank you.

I have reached out four times to the customer service line for the W-9 form for the Kansas City Star to settle our bill. Despite promises of escalating the issue, the form has not been sent. I have been unable to connect with a supervisor as none are supposedly available. In my last call, the representative, Gail, seemed unfamiliar with the W-9 form. I am eager to resolve this matter promptly to settle our bill. [redacted]

I canceled my subscription to the Kansas City Star around 2 years ago due to the difficulty of contacting a real person to address my concerns. Recently, I decided to resume my subscription, but I have encountered issues already. After receiving papers for about 10 days, there were 2 days of missed deliveries. When I called the KC Star's number, the automated system stated I was not in their system despite having a paper confirmation of payment. At this point, it seems like canceling my subscription may be the only solution. I am seeking assistance from a human representative. If possible, please refrain from automated responses. I believe significant improvements are needed in the subscription department and suggest hiring a consultant for a thorough overhaul.

A few months ago, we were charged a higher amount for our newspaper subscription, which we couldn't afford. I called and had it reduced to $66.00 monthly. However, I recently noticed that $[redacted].90 was withdrawn from our account for one month's bill, creating financial strain as retirees on a fixed income. I spoke with a lady in the finance department on Tuesday, who assured me of a refund and a new monthly charge of $67.53, but this hasn't been actioned yet. We urgently need the refund as we have bills and medications to purchase. Additionally, please cancel our automatic bill pay to avoid any future overdraft fees.

A few months ago, we were charged a higher amount for our newspaper subscription which we couldn't afford. After contacting customer service, the monthly fee was reduced to $66. Recently, $[redacted].90 was deducted from our account for one month, which we cannot afford on our fixed income as retired individuals. I spoke with a lady in the finance department who assured me a refund and a reduced monthly fee of $67.53, but this did not happen. We need the refund to cover our expenses for bills and medication. Please disable automatic bill pay, as we prefer to pay the bill upon receipt to avoid overdraft fees. We've been loyal subscribers to the Star for over 50 years and hope to continue, but will have to cancel if the billing issue is not resolved. - Mrs. L. Reed, [redacted] Oakbrook Drive, Lansing, Kansas.

We have encountered numerous problems with our deliveries. Our regular carrier seems to have stopped servicing our route, which is disappointing as they were exceptional. We have been attempting to receive our February 3, [redacted] issue, which we expected to have since the 3rd, following the Super Bowl. Unfortunately, the paper was not delivered, despite us paying for it. The inconsistency in the delivery service is concerning. It appears that the papers are being distributed arbitrarily. We reside at [redacted] Manning, Raytown, MO [redacted]. Despite reaching out multiple times regarding various issues, we have yet to receive a satisfactory resolution. Could it be possible that our carrier distributed copies to acquaintances instead of delivering them to rightful subscribers? It seems that not only us but also our neighbors have experienced similar problems with the delivery. We believe that the high cost of the subscription should be reflected in the quality of service provided. We kindly request that all papers, especially the prepaid February 3rd copy, be delivered promptly as promised. Regrettably, the delivery commitment has not been met, leading to immense frustration on our end. Your attention to this matter is greatly appreciated. Thank you. ANNA T.

We have been repeatedly assured that the Sunday paper would be redelivered with the missing supplement of extra comics and crossword puzzles from last Sunday, but it has failed to arrive. Despite reassurances from your representatives about a follow-up, this has never been fulfilled. It seems the promises made are not being kept, which is disheartening for a reputable newspaper service. The absence of the supplement is particularly frustrating as my wife, aged 75, and myself, aged 77, greatly enjoy the crossword puzzles, making it a significant part of our weekly routine. We are still without last Sunday's supplement, which we sorely miss. We hope for a resolution to this ongoing issue. Jim Leftwich, [redacted] E 84th Terrace, K.C., Mo. [redacted], [redacted].

I recently canceled my subscription to the Kansas City Star because it was not being delivered with my St. Joseph Newspress paper. After canceling, my husband was offered a digital access deal for $1 a week for a year. However, now the Star is being delivered by mail in the afternoon, which is not what we want. I need assistance from someone located in Kansas City, not overseas, as soon as possible. Please contact me at [redacted] to resolve this issue promptly. Thank you. Subscribed as: Jim W. [redacted] N 34th Terrace St. Joseph, MO [redacted] [redacted]

I recently received a bill from KC Star dated 8-17-[redacted] for $54.59. My subscription had lapsed weeks ago, and I did not renew it. Despite this, the paper was delivered without my authorization. I do not understand why I am being asked to pay for a subscription I never renewed. I believe this is an error on your employees' part and I should not be held responsible for this charge. I attempted to contact customer service at the provided number but was informed by an automated message that they were closed when I called on 8-1-[redacted] around 2:30 PM. There were no customer service hours listed on the statement or website, which I found frustrating. It would be beneficial to have this information readily available. Should you need to discuss this matter further, please feel free to reach out to me at [redacted] or via Email at [redacted] It would be appreciated if your customer service team could address this issue promptly.

As a long-time subscriber, my husband and I were surprised by a sudden price increase that forced us to cancel our subscription. After canceling online, we were overcharged without authorization, leaving us in a difficult financial situation as senior citizens on fixed incomes. This unauthorized deduction caused our debit card to be declined, causing us embarrassment at the store. We typically pay manually after receiving an email from the Star each month, never setting up automatic payments. Despite our efforts to resolve the issue with customer service, we encountered unhelpful and patronizing service. We urgently need a refund to cover essential expenses like groceries and medicine for our diabetes. Despite promises, we have not received assistance or a callback from finance. If the situation is not resolved promptly, we will be forced to escalate the matter, which we sincerely hope to avoid.

I've been a loyal Star home delivery customer for over three decades. Recently, the monthly cost skyrocketed to $[redacted].00, which seemed exorbitant. After discovering a friend pays less than $30.00 a month for the same service, I called customer service. Initially offered $[redacted].00 per month, I mentioned my friend's rate and was reduced to $90.00. Feeling frustrated, as my friend pays under $30.00, I declined and inquired about a new subscription. To my surprise, a new customer only pays $23.30 monthly for full delivery Sunday through Friday. Understanding the need to attract new business with discounts, I feel long-time customers are being overcharged. Despite my loyalty, the reluctance to offer a fair rate led me to cancel my subscription.

I did not receive my newspapers on Monday, 26, and Tuesday, 27. I called on Monday around 4 p.m. central time, but a recording advised calling during business hours. I assumed that meant the next day, but I still did not receive a paper. Today, I called a little after 1 p.m. central time and encountered the same message about calling during business hours. I am unsure of their business hours. I am frustrated as I have missed five papers already. Unless this issue is resolved promptly, I will need to contact Capital One to stop payment on my subscription. I am Donna McDowell, and you can reach me at [redacted]. I reside at [redacted] Glen Arbor Ter. K C MO [redacted]. Previous poor service caused me to cancel my subscription in the past. Despite contacting the newspaper twice about missed papers, I have yet to receive a satisfactory resolution. My patience is wearing thin. Thank you, Donna Jean McDowell

I have been in contact with customer service for six days regarding an unresolved issue. Back on December 3, I reported being double billed for my subscription, with charges on both a yearly and monthly basis starting on December 1. Despite being billed, I am unable to access my account as it redirects me to the subscription page. I have been reassured multiple times that the matter would be escalated to the technical team, but today's representative claimed there was no record of this. I was promised a link for one month of access to the paper, but the link provided did not work when clicked. The situation at the call center has been incredibly frustrating and I am seeking assistance.

I would like to share about my struggles with drug addiction and mental health issues. Despite these difficulties, I am committed to seeking help and improving my life. Unfortunately, I have faced challenges with law enforcement and feel unsafe in my own home. I believe the police are targeting me and possibly manipulating my mother against me. I have even documented suspicious activity around my house. I feel trapped and fearful for my well-being. I have reached out to the authorities for help, but they have not taken my concerns seriously. I am willing to submit to a lie detector and mental health evaluation to clear my name and address these issues. I am desperate for resolution and willing to cooperate with any assistance.

In the past two weeks, I have not received my paper on about 4 or 5 days. On three occasions, I was informed about delays due to new carrier routes. Despite receiving a late paper on one of the days, the delivery failed on the other two days, including yesterday and today. This situation is frustrating. I recently renewed my subscription but am contemplating canceling it. I desire timely delivery of my paper six days a week, which seems reasonable. Instead of suggesting the online edition, I prefer reading the physical paper. During my 20-year tenure in KCMO, I never encountered these issues. Since relocating to Smithville, the service has deteriorated. I seek clarification on the cause of these problems and your plan for future improvements.

Approximately four weeks ago, I was notified about changes in carrier routes. Despite being advised to be patient, I have not received the paper for three out of the last four weeks. For some reason, it always seems to happen on Wednesdays when the grocery ads are included. Today is Thursday, and again I did not receive a paper. When I called to report it, I was told my account would be credited, but I don't want a credit, I want the paper to read. While I understand I can access it online, that's not my preference. I am frustrated with receiving credits instead of the actual paper. The carrier should ensure each subscriber receives their paper. Why can't they deliver it to the correct recipients? -Kathy M.

I need to cancel my subscription. I accidentally overpaid by $1,[redacted].46 due to an error on my computer. I spoke to a service representative in the Philippines, but had difficulty understanding her, and she ended the call abruptly. This situation is challenging for me as a widow living on Social Security. I have previously emailed about this issue but can't view my bill to confirm if the overpayment has been refunded. I need assistance with this matter.