The Baltimore Sun Customer Service Issues

On April 16, [redacted], I reached out to [redacted] to retrieve a newspaper article, and the request was fulfilled the next day. They offered a "free trial" but required a $7.50 payment upfront via my credit card, which I complied with. Seeking to cancel, I was directed to a support team number with a promise of a month free by the next day. Despite numerous attempts to contact the supposed "support team" based in Utah at [redacted], leaving messages each time, I did not receive any callbacks. After receiving online messages, I tried to unsubscribe via email, finding the website challenging to navigate. Despite indicating my wish not to renew by email on April 17, I was informed on May 10 that my subscription would end on 5-17-[redacted] and not auto-renew. To my frustration, my credit card statement showed three bills from ANC Newspapers.com totaling $90.80. This situation has left me puzzled and violated. I believe a simple return call from the support team in Utah could have prevented this. Sincerely, Anna C. [Phone number redacted]

I reside at [redacted] Springdale Ave. in New Windsor, MD [redacted] and I am a subscriber to the Carroll County Times. I receive the digital edition every day and the physical Sunday edition. Unfortunately, the Sunday delivery is consistently late, often left in my driveway instead of in the designated yellow paper box. I prefer prompt delivery to the box by 8 AM as agreed, but it typically arrives closer to 9 AM. Despite multiple calls to address the issue over the past year, speaking with individuals in various locations including the Philippines, the problem persists. This lack of accountability from upper management is frustrating for me and my sister in Westminster who faces a similar situation. The delivery challenges are exacerbated during inclement weather as I am unable to anticipate when the paper will be dropped off due to the distance from the road. This raises concerns in winter as well, as misplaced papers risk damage. I urge for improved service consistency or increased accessibility to management to resolve this ongoing difficulty.

I signed up for the Aegis newspaper at the end of April [redacted]. Unfortunately, I have been experiencing ongoing problems with non-delivery. Whenever I am home before 10 am and report the missing paper, I am assured that a replacement will be sent out on the same day, but it never arrives. If I call after 10 am, I am promised delivery the following day, yet it never shows up. Despite assurances from the customer service representatives that the issue will be resolved, it persists. This recurring problem should be a simple fix. I am beginning to wonder if others are facing the same situation. If the newspaper is unable to fulfill its delivery commitments, I would appreciate a refund of my payment.

Dear Customer Service, I have been a loyal subscriber to the Baltimore Sun and the daily WSJ for a while now, but I am seriously contemplating canceling my subscriptions due to the consistently poor delivery service. Despite making numerous complaints by phone approximately 10-12 times in the past year, the delivery issues persist and have even worsened recently. For instance, on Wed 12/11, I only received the WSJ without The Sun. On Mon 12/9, the WSJ did not arrive at all. And on Sat, Nov 30, I received the WSJ, but only the Sun ads were delivered. To make matters worse, the delivery person even left a 'seasons greetings' flyer with her contact information, hinting for a holiday tip, with the name Shanita Jones at 13 Brubar Ct, Gwynn Oak, MD [redacted]. I am compelled to share my dissatisfaction online regarding The Sun's lack of response to my complaints and may even consider reaching out to a local TV station to cover this issue in the context of the declining quality of what was once a great newspaper. Best regards, Oliver Lee M. III [redacted] Independence Way Ellicott City, MD [redacted]

I recently spoke with a Baltimore Sun representative regarding overcharges on my account (#[redacted]97). Here’s what happened: 1) I signed up for a $1 trial online subscription in May which was extended to September 3, [redacted]. However, I was erroneously charged $15.96 on June 30 and July 7, [redacted], for a digital account. After several calls and emails, I received refunds for both charges. 2) Despite canceling my online service and being promised no more charges, I was billed $15.96 on August 4, [redacted]. I contacted the Sun again and am awaiting confirmation of my email and refund for this charge. 3) Subsequent calls to the Sun have not clarified the situation, and I have now been charged another $15.96 on September 1, [redacted]. I have informed Citibank not to pay these charges and will dispute any future digital access charges from the Baltimore Sun. 4) I request that the incorrect charges cease immediately, and I will continue to pay the Howard County Times bill as usual. Thank you.

Hello, I am seeking assistance regarding my Sunpaper subscription. I recently realized on Wednesday, November 24th that my subscription had lapsed as I did not receive my paper. Upon calling, I discovered there was a missed payment, but I never received a bill in the mail. I have been a loyal customer at my current address for over 5 years. When I contacted Customer Service this morning, I spoke with Edward who offered me the previous promo rate of $13.30. Unfortunately, I got disconnected while waiting for him. Upon calling back, Jennifer informed me that Edward did not leave any notes and that the $13.30 rate was no longer available, instead quoting me $19.67. I am a dedicated reader of the Sun and would appreciate being able to continue at the $13.30 rate. Your assistance in this matter would be greatly appreciated. Wishing you a Happy Holidays! Thank you, Daniel.

I have been experiencing consistent issues with the delivery of my newspaper to my address at [redacted] Roxleigh Rd, [redacted] for the past two months. Today, on Sunday 10/09 at 5:30 AM, the paper has yet to be delivered, which is becoming a frequent problem on Saturdays as well. I usually refrain from complaining, but today's repeated incident has pushed me to bring it to your attention. To ensure I have my paper, I had to purchase one from the Royal Farm store this morning. If this continues, I am considering canceling my subscription and solely relying on purchasing the paper from the store. I don't require any feedback from the Sunpapers; I simply wanted to communicate the ongoing delivery issues. Thank you.

I did not receive the TV Weekly with my December 18th Sunday Baltimore Sun newspaper delivery. I contacted customer service on Monday (December 19th) and was assured it would arrive the same day, but it did not. Following up on Tuesday (December 20th) resulted in the same promise of delivery, which did not happen. As of today, Wednesday (December 21st), the TV Weekly is still missing from my delivery. My account number is [redacted]84.

My delivery of the Sun at [redacted] Roxleigh Rd. has been consistently late in the afternoon. I have contacted customer service multiple times to address this issue with no resolution. Additionally, there have been numerous missed deliveries. I kindly request that this matter be investigated and addressed promptly. I am becoming frustrated with the lack of improvement despite my efforts to seek assistance. Thank you for your attention to this matter.

I signed up for a 26-week Sunday edition subscription on 11/14/[redacted], which was charged to my credit card. Despite being billed $13.13, I have not received any papers. When I contacted customer service on 12/27/[redacted], I was only offered reimbursement for 2 weeks and was informed they had not received my payment. I requested to speak to a supervisor, but was repeatedly denied the opportunity. Issues with billing and delivery have persisted since last spring. Every time I contact customer service, I am told my payment was not received or that I owe money. Even after supposedly canceling my subscription twice over the phone, I continued to receive papers. I am deeply disappointed in the Baltimore Sun's service and communication. The experience with customer service has been chaotic and frustrating. If this continues, I will not be supporting their business in the future. For assistance, please reach me at [redacted]. Joyce S. [redacted] Theresa Avenue Essex, MD [redacted]

As a loyal reader of The Columbia Flier, unfortunately, I have not received my paper in the last 6 weeks. I contacted Customer Service around April 27th regarding this issue and was informed that my account would be credited. Last week, on Thursday, May 4th, I did not get my paper again. Despite contacting Customer Service and being assured it would arrive on Friday, May 5th, it did not. Today, I have not received the current issue as well. I kindly request assistance in resolving this ongoing problem. Thank you.

I have yet to receive my newspaper on day 2. I have a paid subscription to receive it, not to miss out on it. Despite being directed to access it online, I prefer the physical copy. Customer service hangs up when I reach out to the Philippines call center. This marks the 18th time in [redacted] that my paper has not been delivered. I pay for my paper and expect to receive it. Unfortunately, there is no available phone number to contact anyone at The Sun to address this issue.

Since June 21, [redacted], I have been trying to reach out to 1-[redacted] numerous times due to delivery issues. I am missing the Sun Paper in the mornings, specifically on Wednesdays and Saturdays without receiving the Maryland Gazette. Despite having made several calls, I do not have the exact number as I deleted the records from my phone. I live at [redacted] Timberfield Place, Chestnut Hill Cove, MD [redacted], and according to my subscription, the papers should be at my doorstep by 7:30 a.m. As a long-time subscriber, I value my morning routine of reading the paper with my coffee in the comfort of my home. I expect timely delivery of my newspaper which I pay a considerable amount for. Kindly investigate why my delivery person or their distributor is failing to deliver the papers promptly. Considering the importance of customer service, I urge you to address this issue promptly. Thank you, Jean Prescimone.