Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an online subscription to the Lexington Herald-Leader. I called in to cancel it around May 2024, and the customer service representative offered me a deal for a digital only subscription for $2.11/month. However, I discovered the company have been double charging me - the new amount ($2.11) along with the previous amount ($16.95) - since that timr. They have offered to refund three months of the ($16.95) charge, but I want the entire amount that was double charged refunded. Not only did they double charge me but they also "found" other payment methods somehow without my consent. Everything is currently going through my PayPal account, which I never provided to them. I do not know how this happened. (Perhaps it had something to do with my Google Play account, but when I called in May and took the lowered price, the person apparently started a new account, which would not have been authorized to pay through Google Play.)

  Business response

  12/30/2024

  Thank you for contacting the Herald-Leader. We have reviewed both accounts for ***** ****** The 1st account was set up online March 29,2024 to start effective March 31, 2024, payment was made online for the account,and auto pay renewal was set up through paypal at this time with one email address. The second account was set up on May 27, 2024 to start effective on May 28, 2024, with a different email address, payment was made online, account was set up on auto pay renewal through paypal. We will go ahead and honor customer request for a refund from May 28,2024 for the 1st account in the amount of $103.46. If you have any questions, please contact us at *************

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a yearly subscription with the paper for 6 days weekly delivery. I have subscribed to the Herald -Leader for many years. On June 4,2024, I received notice from the Herald-Leader stating the delivery would change from 6 days to 3 days effective August 5. 2024. The 566.46 contract amount does not end until January 8, 2025. When I contacted the paper for a refund, I was advised that there are no refunds. The terms of the delivery changed but I was not allowed to change my loss of money. The change is 17 weeks of my 52 weeks. I am losing 51 newspapers with no financial consideration. If I cannot get my refund, I would accept 51 newspaper past the January 8, 2025 end date as a satisfactory resolution. Thank you very much for your immediate attention to my issue. ***** *****

  Business response

  10/29/2024

  Thank you for contacting Herald-Leader. We appreciate the concerns that ***** ***** has in regards to the delivery change to three days a week (Wednesdays, Fridays, and Sundays) that went into affect August 5, 2024. Our Terms of Service are listed on all renewal notice invoices. This explains the information in regards to our no refund policy and that we reserve the right to substitute the way our content is delivered which can be in the form of digital only access or a decrease in print days. Due to all subscriptions include 24/7 unlimited digital access as part of all customers subscriptions, we do not have a procedure in place to credit accounts for the reduction in our print product. All customers are notified at least 30 days in advance of any change to our policies or changes on their account. As of today, October 29, 2024, I have honored customers request for a one time courtesy credit for the 51 days. If you have any questions please contact our Customer Service Department at ************. Thank you
  
  

  Customer response

  11/01/2024

  
  Complaint: ********  
  I am rejecting this response because: it is unclear what the 51 day credit  represents.  I  am  unsure if I  will be paid for the 3 days a week  that are not delivered or if I will recieve 51 days of newspapers after my contract ends  on January  2025. I  do not plan on renewing my subscription because I  am not pleased with the new format.  

  Thank you for your immediate attention to this matter. 
  
  Sincerely,
   ***** *****

  Business response

  11/01/2024

  Thank you for contacting the Lexington Herald-Leader. The account for ***** ***** has been extended by 51 days which is credit for the 51 copies that her subscription was reduced. The credit will extend her subscription giving her 51 more days of papers so she is not missing out on papers that would have been included in a 6 day delivery. Our Terms of Service which has been explained in the previous response explain the no refund policy. If you have any further questions you can contact the customer service department at *************

  Customer response

  11/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled a subscription to the paper print version of the Lexington Herald-Leader in July. At the end of July the Herald Leader took $51.18 from my personal checking account. I contacted them and they apologized and promised to return my money. They have not. I’ve called them three times, and today I spoke directly to the executive editor. I emailed him all the relevant data—phone records, bank records, etc. He promised someone would be in contact with me and it would be resolved. I’ve heard nothing from no one. Yesterday I was promises a supervisor from the financial department would call me back and settle the matter. They never did. They mailed me two newspapers this week and sent me a bill for mailing them. I did not order them or request them. I just paid another $11 to the local Post Office to return their papers. I posted my experience on Reddit and within moments multiple other people responded saying the Lexington Herald-Leader stole money from them after canceling subscriptions. Someone needs to stop this business from stealing money from former clients. I’ve filed reports with the state **** *** *** **** * **** **** ****** ** *** ***************** ****** ********** and to elected officials, and no one will help me or the others being robbed by the Lexington Herald-Leader. Please help the citizens of Kentucky that are falling victim to the shady financial practices of this business.

  Business response

  08/20/2024

  Thank you for contacting the Herald-Leader. We are sorry to hear the experience ******* ****** had with trying to cancel the subscription at the expiration date or before the next auto pay renewal was charged from the account. We do apologize the subscription was not cancelled on the 1st call on July 26, 2024 and auto pay renewal was pulled again on July 30, 2024. The account was officially cancelled effective on July 31, 2024. Our office staff has called and spoken with *** ****** effective today August 20, 2024 and the refund in the amount of $51.18 has been honored. If you have any questions please contact us at ************ and if other customers have inquiries regarding their own account, they can contact us at the same phone number listed. Thank you
  
  

  Customer response

  08/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have been told before that my money will be refunded, and it never has been. Verbal commitment from the Lexington Herald-Leader has proven to mean nothing at all. Furthermore, I am out another $11 because I had to mail newspapers back to them that they mailed to me because their system automatically re-subscribed me on the 15th. According to other complaints online, they do this monthly and then send bills demanding payment for delivery fees re-subscribing, when THEY are the ones re-subscribing people. They sent me a bill for delivering papers I did not order or re-subscribe to. Again, I had to pay $11 to mail their papers back to them. Until I am 100% confident they have completely removed my information from their systems and will stop trying to re-subscribe me on the 15th of the month, and then send me bills for mailing me papers I did not re-subscribe to; I cannot believe a single word spoken by this company. I need to see something in writing that says I owe them absolutely nothing at all, and they will never attempt to re-subscribe me to their paper, and they will never again send me a bill for mailing me papers THEY re-subscribed me for. And until my money is returned, they have NOT settled this matter. They have lied on multiple occasions about returning my money. A phone call yesterday saying they will means absolutely nothing coming from this company. 
  
  Sincerely,
  
  ******* ******

  Business response

  08/21/2024

  Thank you for your message. Our records show the refund was approved and our Finance team processed the refund today effective August 21, 2024. Please note, the account has been stopped and updated. We do apologize for the delay and the error with the customer service representative. If you have any questions, please contact us at ************. 
  
  

  Customer response

  08/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I tried to attach a screen shot from me checking account but the BBB file format will not allow it, but currently my account has this item on it: Pending from the Lexington Herald-Leader $0.00. If that changes, I will gladly make it known. But right now it is in the amount of $0.00.

   

  The 0 amount could be because they are attempting to access my account using my old debit card. I canceled it so they cannot steal any more money from me. I told that to the representative two days ago, and I was clear that I will NOT give my new debit card info to the Lexington Herald/Leader. They can easily mail a check if their online transactions will not work. But I cannot give my new debit card numbers to such an unethical business that has countless online complaints from former customers that they steal money. 

  There has also been zero acknowledgment of the $11.04 (receipt provided in emails sent to Executive Editor Richard Green’s email)  it cost me to mail papers back to them that I did not subscribe to on the 15th of this month. Their service representative told me THEY resubscribed me. That is very unethical. It cost me money and time out of my schedule to stand in line at the Post Office to mail items back to them that I did not order or want. 
  

  I will not agree to this matter being settled until I actually have the money that was stolen from my account, at least an acknowledgement that the Herald-Leader cost me more money when I had to mail back materials THEY SUBSCRIBED ME TO on the 15th of this month, and I am assured that my name and address and information is completely removed from any of their unethical re-subscription systems. By the way, I also got a bill from them for $5.29 for the things THEY subscribed me to, THEY mailed me without my desire or consent, and that I spent money mailing back to them. 

  Sincerely,
  
  ******* ******

  Business response

  08/22/2024

  Thank you for contacting The Herald-Leader,

  The refund of $ 51.18 was processed on 8/21/24 back to the customer's visa card.  Please allow 3-5 business days to appear on the credit card statement.

  Thank you,

  The Herald-Leader

   

   

  Customer response

  08/22/2024

  
  Complaint: ********
  I am rejecting this response because:
  
  Once again I can show clear proof that the Herald-Leader’s attempt at my checking account today is in the amount of $0.00. I have a NEW debit card and I refuse to give them the numbers for that card because they stole money from my account through my old card. They have not returned the money they stole, $51.18. They have not even acknowledged that it cost me $11 to mail newspapers back to them that I did not subscribe to, but their customer representative admitted THEY subscribed me to their paper, sent me two via US Mail, and then tried to charge me for them. You couldn’t believe a single word out of the mouths of the representatives at the Lexington Herald-Leader if their tongues were all notarized. They also gave shown absolutely no evidence that they’ve removed my address and name and info from their dishonest unethical “auto-subscription” program on the 15th of the month. 
  Sincerely,
  
  ******* ******

  Business response

  08/23/2024

  The refund of $ 51.18 was processed on 8/21/24 back to the Visa the original charge was from.   If the customer changed his bank card information, the customer's bank would apply the credit to his current active account.

  This was processed on 8/21 and to allow 3-5 business days for his bank to show this refund amount.  

  Thank you,

  Herald-Leader

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Your response is, as usual, 100% untrue. You cannot access my account via the old card for the sole purpose that you used the old card to steal money from my account. You have no access to my account, and Lord willing you never will. You still refuse to even acknowledge you cost me more money to mail your items back to you that YOU subscribed me for using my personal information on the 15th of August; a horribly unethical practice. Stop lying. Stop manipulating and conning former customers. Hire a firm to help you develop ethical business practices. Stop subscribing former customers to your paper monthly and then billing them or stealing money from their accounts. It’s simple: Do what is right and ethical for a change. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  08/16/2024

  Thank you for contacting the Lexington Herald Leader. The account for ******* * **** was stopped on 7/14/2024. The balance on the account was removed so no future billing calls or letters should be received. If you have any questions please contact the customer service department at 800-999-8881. The last payment was processed for 26 weeks at the lowest price available at the time. In 2022 *** **** was on a significantly reduced rate which was no longer available and reflected on the billing notices sent to him in 2023. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/25/2024          ****** **********
  Complaint about the Lexington Herald Leader
  Expiration dates changed to benefit the Herald Leader, price discrepancies, expiration date on “my account” changed to cover up a renewal charge that was to early.
  
  Up until 9/18/2023 I was paying $25.43 per month for a yearly subscription. My monthly payments were paid automatically by credit card.
  
  10/13/2023       The Herald Leader billed my credit card $241.67,  I thought that was my new yearly rate. My account shows the expiration date of my subscription was 6/8/2024. (see attachment)  I do not remember agreeing to an 8-month subscription. (10/13/2023 to 6/8/2024)     
                                  Also, the price I was charge for 8 months equals to $30.21/month $4.78 more per month than I was paying.
  
  After 10/12/2023, not sure the date. I called to cancel my subscription. The representative offered me $18.46 per month to stay as a customer. I agreed to the new price. The next day another representative called to offer me $13.77 per month to stay as a customer. I asked that I receive a refund of the difference I already paid and the new price she offered me. The refund was $85.79, I received it 4 months later which is ridiculous amount of time to wait for a refund especially electronically versus issuing a paper check.
  
  6/8/2024             My credit card was charged $165.35 for a renewal. The expiration on my account online showed 8/17/2024. (see attachment) .  Why was this renewed before 8/17/2024? I talked to Customer Service about the expiration date being 8/17/2024 I was told to call back in 2 days. When I called back my account showed 6/8/2024 expiration date. I find it interesting how the date was changed to 6/8/2024.
  
  I cannot find a way to contact someone about my issues, Customer Service ***** ********  is the only option the Herald Leader offers. I cannot understand Customer Service representatives they do not speak clear English and when I have called there is loud noise in the background. I have asked to speak to someone that speaks better English I am told they all speak English. Customer Service will not let you speak to anybody in billing or accounts, the representative is your only option. 
  
  
   I am disputing the $165.35 charge to my credit card on 6/8/2024 when my account showed 8/17/2024 expiration date. (document attached).
  
  I want my $165.35 refunded to my credit card and I do not want to wait 4 months. I should not have been charged a renewal 6/8/2024 when I have a document showing my renewal is 8/17/2024.
  
  Confused about the different expiration dates and account balance on the attached documents. What is correct?
  
  Explain why I was charged $241.67 on 10/13/2023. If that was a renewal, why was it for 8 months not 12 months?
  
  I want to cancel my subscription with the Herald Leader immediately and all money refunded to me within 4 weeks. The last time I had to wait 4 months for a refund.
  
  I want my credit card removed from my account. The Herald Leader will not let you remove your credit card online.
  
  I want my $165.35 refunded to my credit card and I do not want to wait 4 months. I should not have been charged a renewal 6/8/2024 when I have a document showing my renewal is 8/17/2024, today’s date is 7/25/2024.
  
  I want to cancel my subscription with the Herald Leader immediately and all money refunded to me within 4 weeks. The last time I had to wait 4 months for a refund.
  
  
  
  
  

  Business response

  07/26/2024

  Thank you for contacting The Herald Leader. We have looked at ***** ********** account, the payment that posted to the account on October 13, 2023 covered service from October 17, 2023 to October 14, 2024. Due to the refund request from customer that was processed on our end on February 22, 2024 moved the expiration date on the account from October 15, 2024 to June 8, 2024. We will be able to honor customers refund request, honor expiration date to August 17, 2024 that shows on the document, stop auto pay renewal, and cancel the subscription on the expiration date of August 17,2024. If you have any questions, please feel free to contact us at ************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are not able to get anyone to contact us about the adjustment to our bill if we are not getting the print edition. I assume on line only is less.

  Business response

  07/27/2024

  Thank you for contacting the Lexlngton Herald Leader. A wecare specialist will be reaching out to *** ********* on 7/27/2024 to assist with the subscription concerns regarding the upcoming change to mail and change in frequency. If you have any questions please contact the customer service department at ************* 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/12/23 I signed up for a special newspaper subscription rate of 99.99 for one year, which included a paper delivery and digital access to the newspaper. The LHL agent was *******. I verified that the rate and subscription parameters were correct as I understood them when I again called the LHL on 9/18/23 (talked with *****). On 6/11/24 (date of letter was 6/4) , we received a letter notifying us as of 8/5/24 we will be charged $5 per week for three days of paper (mailed to us). I called the LHL today to make sure this new charge would not begin until after our 1 year pre-paid subscription ended (9/11/24), but I got the run around (this is the way it will be for the whole state, etc.). I asked to speak to a supervisor; was told I was being transferred, and then my call was dropped at their end. I just want verification that we will not be subject to the new rate until our year is up. We are already being shorted the additional 3 days per week in our subscription agreement. Sept 11 is only about 4 or 5 weeks after their August deadline. LHL account number and other info will be supplied upon request.

  Business response

  06/14/2024

  Thank you for your message to The Lexington Herald-Leader. Currently, our records show the expiration date of 9/24/24. Please note, with the change in delivery, you still have 24/7 access to all the news and content with the digital portion of the subscription. When the delivery changes on 8/5/24, the account will be honored at the 9/24/24 expiration date. The renewal notice that is mailed 3-4weeks prior to the expiration date will reflect the new pricing. Please note, the news & content will continue to be delivered and updated everyday. You can access the digital content on your computer, laptop, tablet and/or phone at any time and any location. Your digital access also provides access and news content for all McClatchy markets (30 in total).

  Please feel free to contact us by going to ******************************************

  Thank you

  Customer response

  06/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  My only additional comment is that, had the the customer service agent at LHL told me this when I called instead of all of the sales talk and trying to justify the change, I would never had filed the complaint in the first place. All I asked was that LHL honor my paid up subscription, but he was too busy with his own agenda to be helpful.

  Thank you for honoring my subscription to its conclusion.

  
  Sincerely,
  
  ****** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April, I called to cancel my newspaper delivery due to the increase in price in which I did not receive notification about the increase. I was told the price would decrease if I kept my subscription. The amount I was charged was not what I was quoted. I called to cancel the newspaper because of the discrepancy in the bill and because what is in print has been seen on the TV news stations. I was told I could not cancel until June 25th, that they could not offer a refund. I told them the billing was not accurate. They offered a lower amount and I refused, because they offered a lower amount in April when I called and did not honor that rate. I again requested a refund and they refused. I am not an avid reader of the paper. I throw away mire unread papers than the ones I read. I just want my money back. The paper is a waste of time and money.

  Business response

  06/07/2024

  Thank you for your message to The Lexington Herald. Our records show a call was placed on 4/22/24 to our customer service team. In the notes, the representative indicated a discounted rate was offered and accepted for $47.13/month. The payment posted on 5/28/24 was for the timeframe of 5/28/24-6/27/24. At this time, the account is set to stop on the expiration date with no further charges to the card. The card on file has been removed. 

  Please feel free to contact us at ************ or ********************************* if you have any questions.

  Thank you

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In late January 2024, I received a notification that my Lexington Herald Leader subscription was being automatically renewed but at a significantly higher rate ($228/annually). I felt this was much too expensive and called customer service to cancel my subscription. (In hindsight, I should have just requested a lower rate.) After a few days, I reconsidered and went online to resubscribe and thought I did at an annual rate of $159 using my PayPal account for a total of $169.59. I want to support local journalism and was willing to renew my subscription and perhaps went about it the wrong way. A few days later, I haven’t yet seen a charge to my PayPal account nor my checking account and assumed my subscription had not been processed. Subsequently, I received an offer to renew my subscription for an annual rate of $99.99, which I did. The total charge was $105.99 and I put this on my credit card (ending in ****** I then noticed both the $169 charge and the $105 charge both posted to my checking and credit card accounts on Feb. 12. When I called customer service about clearing this up, I was told that I had a balance on my Herald Leader account that needed to be cleared up. This was a result of me canceling my original subscription, not realizing there had been one month of charges pending. The customer service representative offered to clear the remaining balance on my account and also offered to renew my subscription for a total of $120.95. When I explained the previous two subscriptions, she said I should go ahead with what she offered and then seek a refund of the two previous charges. I agreed and again charged the $120.95 to my credit card. So, I am now trying to get refunds of the $169.59 from the PayPal subscription payment as well as the $105.99 subscription payment on my credit card. I have contacted customer service multiple times as well as the H-L Editor twice and, after more than three months of trying, I now get no responses.

  Business response

  06/07/2024

  Thank you for your message to the Lexington Herald-Leader. We apologize for the problems you have been experiencing with your account. Our records show the account was started 1/30/23 with a payment of $127.20 for a year. Since the account was set up for auto pay each year, the account automatically renewed for the next year at the new rate of $228.95. On 2/5/24, the account was stopped due to price. On 2/7/24, the payment of $228.95 was canceled (a dispute was placed regarding the payment). With the payment cancelation, there would not be an available refund.

  On 2/12/24, the account was restarted on the promotional rate of $105.99. This should cover the account from 2/13/24-2/12/25. Then, there was another payment of $120.95 on 2/13/24. The last payment of $120.95 has been requested to as the refund back to the card. Our records do not show a payment of $169.00. Please submit a screenshot of this payment to the email below. Our team will research this for you.

  Please feel free to call us at ************ or ********************************* if you have any questions.

  Thank you

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our credit card was charged $419.75 on March 26, 2024 for a year's renewal of my digital Herald Leader subscription. This is an enormous leap in price from last year ($279.83) and from the price listed on their website ($159.99), and I was not informed via email or mail that the rate would be increasing, or in fact that it was time to renew my subscription at all. The only notice was the charge on the credit card. I called this morning and spoke with a representative and asked to cancel my account and to get a refund. They said they do not offer refunds per their terms of service, which also states, "Notice of rate changes will be mailed or emailed to the subscriber billing/email address at least 30 days in advance of the change." I told them I did not receive any such notice, and so they offered to meet the price I had last year ($279.83) and refund the difference ($139.92). I told them I wanted to cancel my subscription and receive a full refund, but they refused, so I said I would take the partial refund but that I would be pursuing a BBB complaint as well. I requested but have not yet received email confirmation of the partial refund. The card has also not yet been refunded. I would like a full refund ($419.75) and for the account to be canceled with no penalty.

  Business response

  03/27/2024

  Thank you for your message to The Lexington Herald. We are sorry to hear about your customer experience. Our records show your account has been updated to the old rate. Your request for the partial refund has also been noted. It does take 24 hours to get the refund approved, which in turn, will issue an email to you for confirmation. The approval is for $139.92. We apologize for the inconvenience. We will also research your feedback on not receiving the rate increase email. This process is automated and in place for all subscribers to notify when there is a rate increase on the account.
  

  Please feel free to contact us at 800-999-8881 or ********************************* if you have any questions or concerns.
  

  Thank you

  Customer response

  03/27/2024

   
  Complaint: ********
  
  I am rejecting this response because: I am requesting a cancellation of the account without penalty and a full refund rather than a partial one, in light of the price increase without notification. 
  
  Sincerely,
  
  ***** *****

*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. ↩