Houston Chronicle Customer Service Issues

I am extremely disappointed by the poor customer service I have experienced with Chronicle home delivery. After numerous unsuccessful attempts to address the delivery issues, resulting in missing days from my 7-day subscription, I have made the decision to cancel my service permanently. Despite being assured of a credit of $56.56 upon cancellation, I am prepared to escalate this matter to consumer reporters if necessary. The lack of support and recurring delivery problems have led me to lose faith in your service. If the promised credit is not processed promptly, I will have no choice but to dispute the last 2 payments with my credit card company.

I have not received my newspaper almost every day this week despite calling customer service for redelivery. Today, I am still missing Saturday's and today's paper. Although some were redelivered, Saturday and Sunday's papers were not. Additionally, when my Thursday and Friday papers were redelivered, there were missing sections and they were not properly placed. This inconsistent delivery is frustrating, especially since I now have time to enjoy reading the morning paper in my retirement. Please ensure I receive the missing papers with all sections promptly and address the delivery issues. Thank you for your assistance. Melissa K. [redacted] Silver Frost Drive Houston, TX [redacted]

Since my long-time newspaper delivery person retired in May, I have been experiencing continuous delivery issues. The paper is consistently late, delivered the next day, or not delivered at all. Despite my daily calls to customer service, the problem persists. I have been charged for June's payment, even though I have not received proper service for 11 days. Despite promises from customer service that a District Manager would contact me, nobody has reached out to address the ongoing problem. When I call, I am directed to an automated system claiming that a representative will call back, but no one ever does. I am frustrated with the lack of communication and assistance from The Houston Chronicle's management. I hope they can resolve these issues promptly to retain me as a customer.

To whom it may concern, I am writing to address the ongoing issues I have been experiencing with my newspaper subscription. Since 07/28/19, I have not been receiving my papers consistently despite numerous address updates and attempts to resolve the situation with customer service. I have only received one week's worth of papers in over a month's time, despite being charged for the subscription. The lack of response and assistance from your team is unacceptable, and I am extremely disappointed with the level of service I have received. As a loyal customer who has recommended your services to others, I am now reconsidering my support for your company. I am currently on hold trying to speak to a manager to cancel my subscription and request a refund promptly. The agent I spoke with, Keonie, has been unhelpful and I have been kept waiting for almost 30 minutes. I urge you to address this matter promptly before I escalate it further. Thank you, Bhrittney Kearse

I have always received my paper promptly at 4:00 am. However, recently the delivery time has been getting later and later. Today, it is already 5:30 am, and I still haven't received my paper, meaning I won't be able to read it before leaving. This issue also occurred last Saturday when the paper was delivered after 9:00 am, by which time I had already left. It's disappointing not being able to read the paper I've been paying for all these years. If this delay continues, I may have to cancel my subscription as the papers are accumulating and going to waste. Kindly advise if the delivery can return to its usual schedule that has been consistent for many years. Your assistance with this matter would be greatly appreciated. Thank you.

It's almost noon, and once again, I haven't received my newspaper. This has been occurring more frequently lately, which is frustrating. Why am I paying for a service that I'm not receiving? Chronicle, you need to step up your game before you lose all your customers. Could it be a new delivery person causing these issues? I remember when my two sons delivered newspapers, and my husband and I ensured they did their job properly. Why can't you provide the same level of service?

I am extremely disappointed with the Chronicle as I have not received any papers for the past three days. Despite calling early and being promised delivery, I have not received any papers. I do not wish to read the digital version; I prefer the tangible newspaper for its coupons and the joy of reading at my own pace. My attempts to contact customer service led to being on hold for 56 minutes, only to be cut off. I requested to speak to a supervisor at 9 AM, and as of 1:38 PM, I have not received a call back. As a long-time subscriber, I am considering canceling my subscription if this issue persists. I do not seek a refund; I only want my newspapers delivered. Thank you.

I used to subscribe to the Chronicle but have not for many years. However, I continue to receive "La Paz" and "La Voz" from the Community side despite my repeated attempts to cancel for over a year. The HOA keeps sending me letters, expecting me to keep my yard clean from these papers. Even though the representatives I spoke with were polite, the issue persists. I am patient, but it's frustrating that the papers keep showing up every two weeks. I prefer to read news online and cannot understand the content in these papers. Any assistance in resolving this recurring problem would be greatly appreciated. Thank you.

Subscriber - Sarah K. [redacted] Bolivar Avenue Anahuac, Texas [redacted] [redacted] We have experienced a recurring problem with our delivery, missing the paper multiple times a week for the last three weeks, including the past two Sundays. Even today, Monday, we didn't receive our paper again. Despite informing the company several times, there hasn't been any satisfactory response to address this issue. Additionally, the subscription price increase and the liberal slant of the paper are further concerns. We request some form of credit for the six missing papers in October. Unless we receive assurance that the deliveries will improve, we are considering canceling our subscription. Please contact us at the number provided to discuss this matter.

I encountered billing issues due to a change in my payment method. After speaking with Customer Service and being transferred to the cancellation department, adjustments were made to my account. I made a payment of $13.88 in October [redacted], which included a $2.00 charge for holiday paper. My subscription is for e-paper daily and Sunday delivery. Recently, I was informed that the rate increased to $4.00 per month, while I was previously paying $3.96. I ensured to stay on top of my billing to avoid any discrepancies. However, I received a bill for $42.95, indicating a premium delivery increase from $2.00 to $5.00. I am questioning the additional charges and the timing of the rate hike. Please reach out to discuss this matter further.

I have been on the phone for 50 minutes trying to cancel my newspaper subscription. Despite trying the cancellation extension #2, I haven't been able to reach anyone. I have been hung up on twice and even attempted other extensions to no avail. I need to cancel because I am tired of not receiving my paper or finding it in a ditch. It has been frustrating that no one is answering for me to unsubscribe. I called accounting and was informed of a $4.00 charge, which I am unsure of since my subscription is paid until the 15th. I previously paid annually and extended my subscription until December 15th, but I am still facing the same delivery issues.

As a newspaper and digital subscriber, I am disappointed with the ongoing technical issues I have been experiencing with the digital email edition. For the past three weeks, I have not been able to properly navigate through the newspaper as intended. Every time I click on the Email edition, instead of seeing the first page of the paper, I receive a digital printout of articles. Despite making three separate calls to address this matter, I have faced long wait times of up to 45 minutes each time, only to be disconnected from the line without a resolution. I feel like my loyalty as a long-time subscriber is not being valued. I urge you to address this problem promptly, or else I will have no choice but to cancel my subscription.

I have not received a newspaper since Saturday, December 7. Despite my daily complaints, I have yet to receive any resolution. I requested to speak with the route manager or someone in authority but have had no luck. I recently realized that a gate was installed in my apartment complex, making it difficult for the carrier to deliver the paper. When I visited the office today, I was told the carrier had visited but dismissed a solution as too troublesome. They suggested the route manager would come up with an alternative, which has yet to happen. It is disappointing that the subscribers at Plantation Apartment are not receiving their newspapers, and the lack of concern from the Chronicle's team, especially the route manager, is frustrating.

I am looking for the quickest way to reach Lise Olsen, the Investigative Reporter at the Houston Chronicle. We are residents of Trinity Cove Subdivision in Trinity County facing challenges with not having State Laws enforced within our community. Additionally, we are encountering issues with the Sheriff's Department. Our Subdivision's Board of Directors is interested in scheduling a meeting with Lise Olsen to address these legal matters within our neighborhood. It feels like we are dealing with a situation similar to the past issues surrounding "Humpy" Parker.

As a long-time Houston baseball fan since the Colt 45s era, I've witnessed transformative moments in the team's history. The recent decision to part ways with an accomplished manager has stirred up emotions among the fan base. Winning a World Series title requires more than unconventional methods; it demands a strategic approach to pitching, hitting, and team synergy. The firing of a successful management duo leaves many devoted supporters like myself questioning the future. As we reflect on the path to victory in [redacted], it's evident that assembling a talented team and making shrewd decisions on the field were crucial. The focus should be on creating a winning roster, not shortcuts that compromise the integrity of the game. I urge the team's leadership to reconsider this decision before losing the trust and support of loyal fans. It's a pivotal moment for the Astros organization to prioritize excellence and honor the legacy of past successes. Let's rally behind the team and aim for another championship rather than risking the loss of dedicated followers.

Dear Sirs, I spoke with "Fran" from Customer Billing on March 30th regarding an incorrect charge of $43.00 by the Houston Chronicle to my Visa account on March 11, [redacted]. My regular monthly charge for Wednesday and Sunday papers should be $8.00. Fran acknowledged that the $43.00 charge was a mistake, but she couldn't find evidence of it on her end. Nonetheless, the charge is clearly visible on my attached transaction record. Kindly take the necessary actions to promptly remove this erroneous $43.00 charge from my Visa account. I would appreciate either a call or an email confirmation once the correction is made. Meanwhile, I will monitor my Visa bill online for the expected $43.00 credit from the Houston Chronicle. Although Fran requested that I email my concern to [redacted], the $43.00 credit has not yet appeared on my Visa account. Thank you, R. Beck

I recently noticed a change in my newspaper delivery; it's now being left at the back of my townhouse unit instead of at my front door. This alteration has caused inconvenience, as it's sometimes left at the wrong unit or even under a neighbor's car. My neighbor in the same complex still receives their paper at the front door. I prefer my paper to be delivered to my FRONT DOOR at Unit #2, [redacted] Greenwillow, [redacted]. Since my regular delivery person left, I've experienced issues with new delivery personnel. I expect timely delivery, correct location, and professional behavior. If this matter isn't resolved, I might have to cancel my subscription. Your prompt attention to this matter is appreciated.

I recently contacted to report the non-delivery of the Wednesday edition but have yet to receive it despite assurances of redelivery by noon today. This issue has persisted for years, as the previous week I also did not receive the paper without a follow-up delivery. As an elderly person recovering from surgery, I rely on the newspaper for grocery ads and current news. It is challenging when the paper does not arrive, as I must rely on others for transport to the store. Even after reporting the non-delivery, I do not see any credit on my account. I also miss out on the crossword and other puzzles I enjoy. I kindly request that the supervisor be informed of this ongoing problem, as it is crucial for the distributor to fulfill their job responsibility by ensuring timely delivery. Best regards, Patricia Grimmett

I spoke with Andrew on June 8 to cancel my Wednesday and Sunday subscription due to inconsistent billing issues. He offered me to continue with just Sunday for $6.00 a month, with no additional $5.95 charge if I paid by check, and I accepted. However, on Sunday the 15th, I didn't receive my paper and when I called, they couldn't find my account. Annette from billing mentioned notes about the Sunday subscription from Andrew but wasn't sure why my account was canceled completely. She said she would contact Andrew. Not hearing back, I spoke to Ashley on the 16th who promised to investigate and call me back, but I haven't received any updates as of Friday the 19th. I am concerned about the lack of customer service and would like to confirm if I will receive my Sunday paper, as Andrew and I discussed. Beverley B.

I subscribed last week for a monthly 7-day delivery service starting on Friday, Sept. 18th. However, I did not receive the Saturday and Sunday papers. After contacting customer service, the missing papers were delivered today, Monday. I am frustrated with the inconsistent delivery as receiving news late defeats the purpose. I request credit for the two undelivered papers and expect better service moving forward. We have been subscribers for years, and the delivery issues have persisted even after a change of address post-Harvey in [redacted]. Please rectify this situation promptly. Thank you. S.C. [redacted] Yorktown apt.[redacted] Houston, TX [redacted]