HOUSTON – Overcharges, confusing bills and a customer service center 1,000 miles away. These were some of the complaints of dozens of unhappy Houston Chronicle subscribers who contacted KPRC2 consumer expert Amy Davis last year.
In November, the Chronicle promised change in an interview aired on Channel 2. Davis followed up to find out if those Chronicle managers kept their promises.
Two months ago, Chronicle representatives blamed the spike in furious customers on a new billing system it adopted over the summer. They said the paper was working on improving the bills and customer service.
In January, new itemized bills started going out, offering a few more details for customers who wanted to know exactly how the charges broke down on their bills. The new bills look almost identical to the old version, but there are new lines that will list your base rate, a processing charge, if there is one, and your previous balance.
Also new: Customers who don't sign up for EZ Pay to let the Chronicle make automatic charges on their credit or debit card used to pay $8.95 each invoice. The Chronicle lowered that fee to $3.95 each bill. The only way you get out of paying that is if you let them charge your card each month.
Now the paper will only charge customers extra for one premium edition a year on Black Friday.
Last year, they billed consumers for eight separate "special" sections throughout the year whether you asked for them or not. And when you call the Chronicle's customer service number, your call won't be answered in the Philippines anymore.
Houston Chronicle representatives told Davis about 30 percent of calls coming in now are answered by call takers in Dallas. Over the next 60 days, they will be shifting more calls back home, adding 125 Texas agents as the contract with that company overseas expires.
No one from the paper would talk with Channel 2 on camera about these issues, but in a meeting, three managers told Davis they are sorry for the inconvenience and frustration the billing issues caused subscribers.
Rates from the Houston Chronicle have gone up with these changes. How much you pay will vary depending on where you sign up for or renew your subscription, but these are the base rates listed on page A2 of the Houston Chronicle:
- A Monday through Sunday subscription was $10 a week. It is now $14 a week.
- Wednesday through Sunday is now $10 a week. It was $7.
- Wednesday and Sunday delivery was $5 a week. It is now $6.50 a week.
- Getting the paper delivered only on Sunday used to be $4. It is now $5.50 a week.