Milwaukee Journal Sentinel Customer Service Issues

Subscribing to Packer Plus has been frustrating for me. Initially, I received both a delivered and a mailed issue, which was unexpected in Madison. Fixing the delivery issue was a challenge, and even after that, the paper was only delivered about 75% of the time. Yesterday's delivery was missed again despite assurances. When I called, I was given excuses and conflicting information multiple times. Dealing with these continuous problems with MJS has been disappointing. I expect a reliable service, but my experience has been far from satisfactory. I hope they can fulfill their duty and deliver my paper as promised without any more excuses or lies. S.V. [redacted] Madison, WI

Hello, I am reaching out on behalf of my elderly parents who have been experiencing issues with the newspaper delivery. Despite having a paperbox by the front door for over 30 years, their paper now consistently lands on the sidewalk by the street. Despite reaching out and leaving messages, no resolution has been provided. This lack of respect is disappointing, especially considering the cost of the subscription. My parents are now required to walk to the street daily to retrieve their paper. When the papers are ruined due to improper delivery, there is no effort to replace them. It is crucial for the journal sentinel to address these delivery problems and ensure customers receive the service they are paying for. I urge the journal sentinel to communicate with their delivery staff and resolve these ongoing issues promptly. The lack of accountability from the delivery team reflects poorly on the publication.

I received my bill in mid-September with an increased rate. Being on a fixed income, I decided to cancel my subscription. I reached out to the customer service number provided, but was left on hold for over an hour. Frustrated, I indicated on my bill to cancel my subscription by September 30th. Today, I received another paper, even though I only receive Sunday and Wednesday editions. I attempted to contact Customer Service at two different numbers but faced long wait times on both. This level of service makes it challenging for me to understand how this business operates efficiently. Please confirm the cancellation of my subscription. My account number is MJ[redacted]3 and my name is Mary Ann L. I would appreciate an email confirmation once the cancellation has been processed.

I initially subscribed during a promotional offer and requested to cancel once the introductory price ended. My spouse and I subscribed solely for the TV guide, which we expected to be included in the Sunday paper but discovered it was only accessible online. Despite sending a cancellation email, we received a phone call requesting billing details. While we were away on vacation, they billed our credit card $18.00 without authorization. I am seeking to terminate this subscription. Upon calling, I encountered a lengthy wait time of 40 minutes to 1 hour and 10 minutes.

I am extremely disappointed by the recurring issue of the Sunday paper being delivered despite placing a hold request while away on vacation. The paper was left on the driveway, soaked and wrapped in plastic, putting the security of our home at risk upon our return. This has happened before, and it is unacceptable. The purpose of requesting a hold should not be undermined by inaccurate delivery. It is crucial for the delivery team to be able to honor such requests promptly. I have expressed my concerns in the past to no avail. This is a security issue that needs urgent attention. I urge the team to address this problem promptly; otherwise, I will have no choice but to reconsider my subscription. Best, C.K. [redacted] [redacted] Barbara St, Burlington, WI, [redacted]

Account # MJ[redacted]. The account is under my Mother-in-law's name, Marilyn Fredricks, but we are her legal guardians managing her finances. We receive deliveries at our house on N28W22126 Burningwood Lane, Waukesha, and at Marilyn's address in Luther Manor on [redacted] N92nd Street, Wauwautosa. We have been receiving Sunday and Wednesday editions at both locations for many years. The usual monthly charges have been $11.70, with occasional annual special charges. However, for Sept, Oct, and Nov, the charges increased to $19, $22, and $21 respectively, which is unreasonable. I am considering a chargeback through my card company. I request the rate to revert to the original $11.70 per month and a credit for the overcharge in the last three months. Marilyn was relocated to room [redacted] in Luther Manor three weeks ago, and she has not been receiving her newspaper despite two previous notifications. This is the third notice. My wife and I are dissatisfied with the service. Thank you.

As a senior on a fixed income, I used to have a subscription for the entire week for over 30+ years at my current address. Now, due to the increased price, I only receive the Milwaukee Journal Sentinel on Wednesdays and Sundays. Is there any possibility of offering a "senior discount" for loyal customers like me who have been with you for so long? Today, I didn't receive the Sunday paper, and the same issue occurred last Wednesday. I contacted the call center at 9:00 this morning, and they mentioned they would send out another one, but it hasn't arrived yet. Despite only requesting delivery twice a week, it's disappointing that the papers are still not being delivered on time. I am frustrated with the lack of service and concern shown by a major company towards its long-time customers. It seems like the company has forgotten that our loyalty contributed to its success. I hope this issue can be resolved promptly.

We are Mission Creek, located at [redacted] Fiddlers Creek Drive, Waukesha, [redacted]. We provide Assisted Living and Memory Care services. A recurring issue we face is the inconsistency in delivering newspapers to our residents. The delivery person often fails to provide a list of recipients, causing confusion when subscriptions are added or canceled. Some residents receive the paper weekly, while others only receive it on Sundays. The papers are typically left outside the main entrance and our concierge distributes them to individual rooms. To streamline this process, we kindly request that the room numbers be written on each paper or a list of recipients be included with the delivery. Your cooperation in resolving this matter would be greatly appreciated. Thank you.

We have been loyal customers for over 40 years. Despite our regular contact with customer service, our subscription statement varies each month. After numerous frustrating calls, we decided to cancel our subscription. When persuaded by a retention specialist, we were assured a rate of $26.18/month, which abruptly increased to $34.18/month after two months. Today, I reached out to customer service and was connected to someone in the Philippines. When will this inconsistency end? Will long-term customers ever be offered the same rates as new subscribers? Recently, I received a Groupon offering 26 weeks for $9.99, which seems quite unfair. As the newspaper diminishes in size and content, alternatives like The New York Times or Washington Post appear more appealing.

I have a slippery path from my home to the street due to my recent fall on the ice. While recovering, I've noticed the paper is being left on my front stoop or sidewalk, making it challenging for me to retrieve it. Despite my clear driveway to the back door, the paper is consistently placed far from my front door. I kindly request that the paper be delivered inside my breezeway to avoid inconvenience or consider providing a credit on my bill for each day of inconvenience. As a longtime 74-year-old subscriber, I value the service but find the current delivery situation frustrating and may need to reconsider my subscription.

I am reaching out on behalf of my friend, Shirley Rienelt, a long-time customer of yours. Even though her husband has passed away, the account remains in his name. Shirley has been in a nursing home for years, where receiving her morning newspaper brings her joy. Unfortunately, the delivery has been irregular for the last few months. Due to her hearing impairment, she is unable to call for help, so I have been making numerous calls about this issue. The account information is under Harold Rienelt at [redacted] S. 46th St. Milwaukee, WI [redacted]. However, as Shirley is now at Sunrise Care Center, her new address is Room [redacted], [redacted] S. 43rd St., Milwaukee, [redacted], with phone number [redacted]. Despite discussions with the receptionist, papers aren't reaching her desk in the morning. If this isn't resolved promptly, I will have to escalate this to the BBB and Contact 6. - Peggy Bonack

I made a payment for my current bill on 5/13, however, I received a notice that my bill is now delinquent. After contacting customer care, I was met with unhelpful responses. Despite requesting to speak with a manager, the individual named Billy refused to transfer me to the billing department and insisted I make a payment over the phone. I am puzzled as to why I would need to make another payment when my original check has not been processed. This experience has been highly disappointing. As a retired president with 30 years of experience in corporate consulting and training, I believe the staff should be better trained in customer service. Please address and resolve this issue promptly.

I've been charged for a renewal on my credit card without authorization. I subscribed for one year starting in August [redacted], so it should end in August [redacted]. Despite being assured my subscription would end as scheduled, I was unexpectedly billed nearly $60 for three months starting July 1st. I've never opted for automatic renewal with this company. When I requested a refund, I was hung up on by a customer service representative in the Philippines, which made communication difficult. The local number provided, [redacted], doesn't connect. This experience has left me with a strong desire to discontinue my association with MJS.

I need assistance with a discrepancy in my account. The charges I am seeing are incorrect and I have been unable to connect with a US-based accountant from your company to resolve this issue. The overseas staff seem to struggle to comprehend the seriousness of the situation they have created, leading to an exorbitant bill on my side after two months. I suggest referencing the records of my discussions with your agents to rectify this matter. I do not owe the amount in question, certainly not a sum close to $90!

I recently received a bill for $44.56 even though I already paid my last renewal in full using my credit card on Nov 21, [redacted] until Nov 21, [redacted]. It's only September 13th. Dave assisted me after two others didn't handle it correctly. Our home phone number is [redacted]. We've been loyal customers for 36 years in Elm Grove and 5 years in Brookfield before that. We are both 75 and 76 years old. I prefer speaking to someone over the phone rather than online. Due to identity fraud, I need a paper receipt for my payments. The same issue as last year is happening where the TV book was removed, and only Dave resolved it last time. Could you please contact me? I have arthritis which slows me down. We've been retired for a while and just want our Sentinel Journal subscription. Carol S.

I am consistently being charged for a "premium edition" and a change in delivery service rates that I did not request. My service cost went up significantly from $21 in June to $29 in July and subsequent months, which I find unreasonably high. Despite my numerous attempts to reach customer service representatives in the US, I keep getting redirected to the Philippines, which is unacceptable for an American-based company. The scripted responses and lack of ability to address real issues from the overseas customer service team is frustrating. The decline in customer service, including the removal of free re-delivery for missed papers, is disappointing. The disregard for American customers and lack of respect for loyal patrons is disheartening. Considering canceling my subscription of over 30 years due to these ongoing issues. Regards, -A Concerned Customer from Wisconsin.

I have been facing issues with the inconsistent delivery of the Milwaukee Journal to The Red Apple Restaurant at [redacted] West Sumner Street, Hartford, Wisconsin [redacted]. The restaurant is located very close to the local distribution office, yet there have been continuous problems with receiving the paper. Despite paying for the service, I have not been able to have it delivered to my home, resulting in using the restaurant as an alternative. It is frustrating that even this arrangement is not being fulfilled. I am Kevin Esser, and I request a call from your end to discuss this matter and arrange for the credit for the missed delivery this week.

I subscribed to the Journal Sentinel for a year starting in October [redacted]. I noticed unexpected automatic withdrawals from my account starting in July: $15.50 on July 2, $29.00 on August 2, $4.00 on September 4, and $29.00 on October 2. When I called to inquire, I was informed about a rate increase. I had already paid for the year at the promised rate, so it felt unjust to be charged again at the new monthly rate without notice. Despite explaining this, the customer service representatives didn't seem to understand my frustration. They refused to refund the extra charges, claiming they have the right to change monthly rates. I decided to cancel my subscription after being offered a new monthly rate of $21.00. It's disappointing that they didn't honor our original agreement. I request a reimbursement of $77.50 for the excessive charges. Thank you.

I have been a loyal customer for over 50 years, but due to health issues, I now struggle to walk long distances to get my newspaper from the mailbox at the bottom of my driveway. I have permits for handicap parking, garbage pickup, and even have the mail service bring my mail to my kitchen door. In the past, my paper carrier used to bring the newspaper directly to my kitchen and I would generously tip them for this service. However, in the last 2 weeks, the paper has been left in the mailbox at the bottom of the drive, which I can't reach easily. I kindly request that the carrier be reminded to bring the paper to my kitchen door like before. My driveway is wide and accessible, so it should not be difficult for them. I am willing to provide a good tip for this service, as I believe it is fair considering my situation. Please address this issue so I can enjoy my subscription without this inconvenience. Thank you.

I am currently experiencing issues with the delivery location of my subscription. Despite requesting delivery on my front porch due to my disability, the recent papers have been consistently left on the front patio instead. I have even put up a sign on my door to clearly indicate the preferred delivery location. I have called several times without resolution. If this continues, I will have no choice but to cancel my subscription. I would like to share pictures of my front door, porch area, and where the papers were wrongly placed today. Additionally, two papers were delivered today instead of one, which does not make up for the ongoing poor service I have been receiving.