The New Yorker – charged after broken website prevented cancellation

The New Yorker Magazine is a great modern publication. I enjoyed the issues very much. However, when it came to cancel, we were given three options - online, by phone, or by email.

November 14: Received Mail in notice about renewal, with option to cancel by December 12.

December 2: The online cancellation option was not working, So I sent an email request.

December 4: Email response saying it was too late to cancel, and I would receive issues until December 2024. That confused me but one week later my profile said that I no longer had a subscription. I was relieved to see the status change on my account and thought my request went through.

December 13: My credit card was charge. I received NO receipt for this charge and I cannot view details about my type or subscription or charges made online on my account.

December 17: I spent 40 min with customer service who bounced back and forth between two departments. I spoke with FIVE reps with no resolution, and no one willing to pass my call up to management.

December 17: I followed up with one more email request to resolve the issue with no response. I also emailed a separate request ticket to obtain receipt for charges made to my credit card with no response.

I'd like to see the following changes made:
- Refund my Subscription and cancel it.
- Fix website. If there is an option to cancel online, you should be able to cancel online.
- Make Details of current subscription accessible on your online account, like account number and purchase history, and renewal date.
- Provide Receipts when your card is charged.
- More professional and timely responses from customer service on the phone and via email.
- Options for refund, when there is a reasonable reason for one - like the website not working, or inefficient/untimely customer service responses.

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