Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Can not get Omaha Workd Herald (OWH) to add husband’s email to receive e edition. Verified I can have three emails to account. After seven calls to OWH customer service and a month timeframe . I need someone to help me obtain a resolution

  

  Business response

  11/14/2024

  This customer has 3 email addresses on her account, all 3 are receiving and opening the Digital Newsletters, including her husband’s email address ***************** she provided on calls not getting them. We have added a 3-month credit to her account and it’ll not be due for payment until 06/20/25.

  Customer response

  11/14/2024

  
  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,
  
  ****** ********

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In 09/2024, I called to cancel the Omaha World-Herald ("OWH") after receiving an email that the cost was increasing from $2.99/mo. for the digital only to $28.99/mo. I was assured that my subscription would remain at $2.99/mo. and when I asked how often I would have to call about the increase, I was told it would not change and to ignore any emails. On 10/17/2024, I noticed my credit card had a pending charge for $16.99 for the OWH. I called to cancel immediately, and to NOT charge my credit card. I spoke with 3 CSRs who offered me monthly rates lower than the $16.99, which I refused and told them repeatedly to cancel the subscription immediately. The last CSR said she would adjust it back to the $2.99 and assured me that my credit card would not be charged the $16.99 and that my monthly rate would be $2.99 with no further increases. On 10/21/2024, I checked my credit card and discovered my card was charged the $16.99 AFTER my 10/17 call assuring me that my card would NOT be charged. I immediately called the OWH and after 4 attempts, finally spoke to a CSR in the Philippines who said my card was charged on 10/16 - not true. She offered to extend my subscription up to 04/25 for the $16.99 (approx. 5 mos.). I told her to cancel and credit my account for the $16.99. She offered to extend the subscription for 6 mos. for the $16.99 and would confirm by email, which they have not. I asked how to check my subscription on the website and she directed me to the webpage where I was looking. There is no information re: my subscription terms or my payment information, and I cannot cancel online. All that is there is my name, email, and acct number. This same situation happened wth the OWH before 09/2024 when they emailed re a rate increase. They refuse to cancel, but totally lock me out of my account online to check status, etc. They lie about what they "assure" you they will do about the account. I hope the FTC law will provide recourse in dealing with the OWH.

  

  Business response

  10/23/2024

  The account has been cancelled and refund processed in the amount of $16.99. The customer will have access until 11/30/24. Please allow up to 4 weeks for the refund to be received to her credit card ending in *****

  

  Business response

  10/28/2024

  We've expedited the refund and it should be back on her card Tuesday (10/29) or Wednesday (10/30) depending on her bank.  ****** **** has reached out to ******* via phone (left VM) and email to assist with logging in and account management issues. The subscription is active through 11/30/24.

   

  Customer response

  10/28/2024

  
  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,
  
  ****** *******

• Initial Complaint

  10/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On February 15th, I noticed a automatic payment of $179.99 was pending from the Omaha World Herald for a 6 month subscription. I immediately called to have this not happen. They said the money would be taken out but we would be refunded in 6-8 weeks. That is now 233 days ago. We contacted again on May 3rd for this refund. They said it would be processed. I contacted again on June 19th. I contacted again on July 8th. Each time, a representative said our refund would be processed and mailed within 6 weeks. We have never gotten our refund. We asked them to verify where they are mailing the check and no one acknowledges where the checks are going. On July 8th, they said the refund was processed 5/5/24. If this is the case, where is the money? I contacted again on August 25th, they said the refund was processed on 7/8/24. Still no check. Every time, they say they are escalating the issue. Still no refund. They said each check takes 6 weeks. Why does this time frame start over with each inquiry? We are out 233 days since I asked for a refund. On August 27th, they said they would expedite the refund. Still no money. Where is our refund? How can we force them to pay us back when they have just not done it since February 15th? I have the entire email chain.

  

  Business response

  10/11/2024

  We reached out to our finance team to have this refund be included in the refund batch for yesterday (10/10/24).  However, there was an error made in how the refund was processed. We are working with the finance team to see how this can be rectified quickly and have the refund check to be mailed out asap.

   

  Please allow a time frame of 6 – 8 weeks once the refund is mailed.

  

  Business response

  10/28/2024

  We are glad that we were finally able to get this resolved for him. 

   

  Customer response

  10/28/2024

   
  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,
  
  ***** ******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Newspaper makes it impossible to cancel subscription. They do not let you cancel online Everytime I call,I'm put on hold. When someone picks us - they keep trying to upsell me with a better rate. When I refuse ans ask for a cancellation - they put me on hold and never come bac

  

  Business response

  08/28/2024

  *** ********* account was stopped August 27, 2024 when he called into the call center. He stated during the call that he had been trying to cancel since May, therefore we have requested a refund for the last 4 charges of $31.99 back, total $127.96. The refund will be sent as a check to the address on file, which is the same as on the complaint. Please provide a timeframe 4-6 weeks to receive it.

   

  ******* ******

• Initial Complaint

  05/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Every 3-6 months I have to call because you increase my rate. Every time, they tell me the rate of 4.99 is going to stay regardless of a rate increase and I won't have to worry. The last time I called, the gal gave me 3 months free and assured me it would not go up to the high price of $10+. It would stay at $4.99. Well, again, that is not true... 3rd time I've been told the special rate will stay and it didn't. I was charged the $15.99 in April, but also received an email that I would receive 6 months free. I thought... fine, I'll pay the $15.99 if I'm getting 6 months free. But today, May 6th, I was charged the $15.99 again. I forwarded the email to OWH and they have told me they cannot refund my money, but cancelled my account as June 7th. They are not even addressing the email they sent me for 6 months free. This is a scam that they are putting on with raising rates with NO communication and then saying they cannot refund anything because it's a digital subscription. I never authorized, nor signed, nor received communication about this increase. I am happy to pay for a subscription, but their continuously increasing the dollar amount without communication and then giving me 6 months free, but charging me. Poor business practice!

  

  Business response

  05/09/2024

  We left a message for *** ****** informing her that her account has been stopped and a refund will process back to her credit card in 7 – 10 business days.

  Customer response

  05/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that they have refunded me for the last two months. I will stand by my complaint regarding their increase in monthly payments with no communication to the customer. I looked back at my payments the last two years and the first time I called to complain, it was because they had doubled my subscription price. No email, no communication whatsoever that they were increasing my subscription. In addition, they sent an email thanking me for taking advantage of six month free subscription and then do not stand by what they present. Very poor business practice. 

  We would have liked to stay a customer and work something out. But, after being told my subscription would be a set price and never go up (told this at least twice), they have proven that they only say that to get a sale. 

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Omaha World Herald is trying to charge me 130.00 for a 13 week subscription to the Sunday only paper witch breaks down to 10.00 a paper witch is more than double the cover price of 4.00 and they also want to charge me a 4.99 fee to have a renewal notice sent to my house. I have been told the price includes access to the online edition but I don't own a computer so that does me absolutely no good. I feel as though the Omaha World Herald is taking advantage of its regular subscribers especially those of us who are elderly and don't engage in modern technology. I have been a customer for over 30 years but now I will most likely cancel my subscription and have a family member pick up a paper for me or just do without. I am very disappointed at how I am being treated after being such a loyal customer for so many years.

  

  Business response

  05/07/2024

  *** ******* negotiated a reduced rate via our customer service department.

  Please reach out to me if you have any further questions.

  Thanks,

  *****

  Customer response

  05/07/2024

  The Omaha World Herald Customer Care Center and the paper itself make it virtually impossible to talk to anyone locally. I have never dealt with such a terrible Customer Care service in my entire life.

  

  Business response

  05/09/2024

  We spoke to *** ********* daughter. We provided her with the information if she needs anything going forward.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The paper carrier gave us a note that he was retiring as of October 2023. After that we did not recive a paper after that. I called each week after not getting a paper. It was very hard to reach a real person to answer the phone. When I reached a person they said that they credited my account and send a paper. That happened each week until December and at that time I called to CANCEL my subscription and I wanted a refund of what I had paid. They kept sending me bills and I finally talked to **** on March 11, 2024 and she was going to cancel my bill. It is now April 3 and I am still getting bills and they keep adding paper notice fees. I have tried to reach a REAL person and to no avail if I do--I get disconnected. I want this to go away. My bill for 2/14/2024 was 15.06; mu bill for 2/28/2024 is 26.98; and my bill for 3/27/2024 is 4.61. I would appreciate anything you can do for me. ***** ******

  

  Business response

  04/03/2024

  *** ******** previous home delivery subscription was stopped on 12/10/2023. A refund for the remaining balance and for non-delivered papers of $21.33 was issued to her credit card ending on 12/22/2023.
  
  *** ****** also had an online subscription that she started online on 7/20/2023 for a six-month special offer for $1.00.  In January 2024 the offer moved to the next step as described in the terms of the offer and her credit card was charged $10.99 for the month on 1/15/2024.  In February there was an issue with her payment and we were unable to process her automatic credit card payment.  This resulted in the bills *** *****y describes.  On 2/22/2024 *** ****** spoke with a retention rep that offered her a special for $1 and her balance due at that time was written off.  A bill was sent out that included the billing fee.
  
  On 3/12/2024 *** ******** account was stopped by one of our call center agents.  I have written off the remaining balance of $4.44 as of 4/3/2024.  If she would like to restart, she can reach out to me directly.
  
  Thank you,
  ***** 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Omaha World Herald is a newspaper in Omaha, Nebraska. I grew up in Lincoln and am a Husker football fan. The W.H. had a special where one could get their inside Husker sports stories for 6 months for a dollar. After 6 months the price goes up, now it’s $10.99 a month. I signed up about a year ago and all went well until the 6 months were up. It’s not possible to cancel your subscription online, they make you call and wait and it’s a hard process. Last summer I talked to 2 different reps who promised to cancel it, but never did. I finally found a number for a financial officer who stopped it. Then the W.H. emailed me another offer for 6 months for a dollar, so I took it. It was to expire in January 2024, after the football season was over. In the fine print, they said it automatically renews itself. In February I noticed they had withdrawn $10.99 and then realized they had also taken a payment January 30th. I got a number, I believe for the same officer I had talked to months earlier, and called him, but kept getting voicemail over and over. I left 2 messages. After about 10 days, I finally called the WH customer service number, and they told me they were in the process of cancelling my subscription. The next day I got a voice mail saying since they told 6+ months ago that my subscription automatically renewed itself unless cancelled, the wouldn’t refund my money. I don’t know about you, but I don’t remember everything that was said in conversations over 6 months ago. If they will close my account and refund the 2 month’s payments, I’ll be glad to not do business with them again.

  

  Business response

  03/22/2024

  *** ******** account is scheduled to stop.  I have moved that date up to tomorrow and requested a credit for $21.98.  Refunds are typically processed in 7 to 10 business days.

  As *** ****** notes, our terms of service reflect pricing at the time an offer is accepted.  

  

  Business response

  04/19/2024

  *** ****** - We attempted to refund these charges to your credit card on 3/29/2024 however the refund was rejected.  A refund in the form of a physical check was expedited and will be mailed to you this week.

  If you have any further issues please contact me at your convenience.

  Thanks,

  *****

  Customer response

  04/20/2024

   
  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,
  
  ***** ******

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see attached I am very frustrated with the Omaha World Herald on1ine edition. They advertise a special of $1 for six months, but then they don't deliver. It takes at least twenty minutes to get through there fouled up phone lines, then if you are lucky you get a foreigner that can't speak English. I finally got through one time and she got me connected, but it only lasted 24 hours, then I got cut off again. This is a real con. I then decip.ed I would write a letter. Of course they never replied. I then sent an email-­ and again they never replied. They offer nothing but poor service and if they treat everyone like they do me, they will have a lot less customers. Any advice would be greatly appreciated. I don't mind the $1, but it's the principle that counts. Other people must be getting ripped off also. Thanks

  

  Business response

  03/22/2024

  I apologize for the frustration that you have felt in the subscription and login process.

  I do show that your account was setup correctly and that daily email ePaper notifications are being sent and frequently clicked on to the email address provided.

  One of our specialists will reach out to ensure your issues are resolved.

  Thanks

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had subscribed to the Omaha World Herald for approximately 2 years. On December 27th, 2023 I was charged $263.88 on my American Express (without prior notification) for the coming year, and immediately called the Herald and cancelled the subscription. I was told my card would be refunded within 3 weeks. Since then I have contacted the Herald Customer Service on five occasions. Each time I was told to wait another specified period of time with no result. On 02/27/2024 I called and asked to speak to a supervisor, and was put on hold where I waited for one hour and ten minutes before I hung up. I would like my refund as soon as possible.

  Customer response

  03/04/2024

  Ref complaint# ********, I have received the payment due. Thank you very much for your assistance in this matter, excellent service and response!

*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. ↩