Complaints

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribe to the free trial with Athens Banner Herald and canceled online within the time frame. They showed my cancelation went through at that time but then start charging me the $9.99 a month. When i realized this and called to tell them I canceled within the time frame on my account online, (the same way i set up free trial), they told me I can't cancel online, only by phone, despite it telling you me when I canceled online that the cancelation went through. It's a complete scam. If you ****** Gannett you will see this is a complete scam to take people's money.

  Business response

  10/16/2023

  October 16, 2023
  
  *******************
  58 ***************
  *********, ** 30549
  Email: ******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************* and her eNewspaper subscription to the Athens Banner-Herald. ************** started the promotional offer through our website for $1.00 the first 6 months converting to $9.99 afterwards. Details of the subscription were disclosed prior to completing purchase.  Per ****************** request the account stopped on 09/23/23; billing and access will cease on this date.
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term. Because the account was stopped as requested ************** will receive a refund of $8.39 the unused portion of her last payment. This process takes **** business days to be returned to the credit card. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  04/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I wanted to support our local newspaper, so I subscribed last year to have 5 papers delivered per week, and also to have online access. My monthly payment was around $25. We moved in December and when I called to update my address, I also asked to have my subscription reduced to 2 papers per week, as we werent reading all 5. I was told my new monthly rate would be $19 a month. My address was updated and we only started getting 2 papers per week, but my monthly payment went up to $33.18 a month. I sent multiple emails to customer support that went unanswered. On 4/6 I called to cancel my subscription. After having to refuse discounts and other offers for several minutes I was finally told my subscription was canceled and my final day of access would be 4/15. On 4/11 I noticed a charge on my account for $33.18 and called back on 4/12. I was told that 4/11 was the billing date and that when I called Id requested a cancellation on 4/15. I disputed this and was told Id get a refund that would show on my account the next day, and my account was now canceled but they couldnt confirm until the next business day. Obviously my refund didnt process the next day. While I subscribe to the Athens Banner Herald, Im billed by Gannett Newspaper and the only people I can get on the phone are from an outsourced call center. I will be filing a charge dispute with my bank next week. Ive given this business multiple opportunities to make this right and after my last call I told them I would file a complaint with the BBB if they didnt cancel my account and give me the refund I was promised. At this point its not so much about the money as it is taking down a corrupt business practice.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩