Complaints

• Initial Complaint

  09/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received a call today asking me to update my payment information on my digital subscription. I requested to cancel my digital subscription. The person who called me informed me that she couldn't do that unless I paid the past due amount which was incurred due to an auto-renewal of around $**. I asked why and she said she is only authorized to do that if I pay off my balance for the past month (which is absolute nonsense). She said that in order to cancel my subscription, I needed to call ************. I hung up and tried that number repeatedly and it disconnects as soon as it starts ringing. I tried returning a call to the number of the person who called me earlier and it just rings and rings and then disconnects. So I had to reset my login and go online to cancel. I logged in and clicked to cancel my subscription and was directed that in order to cancel my subscription, I need to call ************. I called that number and went through the voice prompts only to be told that my wait time to speak to someone to cancel my subscription would be more than 35 minutes. I'm still on hold. This is absolutely ridiculous. Please explain to me why anyone would want to support the newspaper when this is the customer service that is offered.

  

  Business response

  10/14/2022

  Consumer Response /* (2000, 6, 2022/09/13) */ I received an email today from Bryan ***** saying they would cancel my subscription and write off any balance owed.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  after failing to receive my newspaper for approximately 5 weeks , and numerous attempts to report non delivery due to newspapers inoperative complaint line...i am now getting calls about outstanding subscription fees. I feel that asking someone to pay for something that was never received is a galling bit of overreach!

  

  Business response

  10/07/2022

  Business Response /* (1000, 5, 2022/09/15) */ Contact Name and Title: Bryan *****, CCR Mgr Contact Phone: ************ Contact Email: ************** Mr. ******, Your account expired on July 11th. We continued to deliver papers to a point during our grace period, and your account was stopped over two weeks ago. If you would like to resume service I can write-off half of the balance due which would cover the non-delivery weeks you describe in your complaint. Please reach out to me at your convenience if you would like to discuss this further. Thanks, Bryan

• Initial Complaint

  09/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The World Herald has no customer service people available. When a delivery is absent, one cannot get ahold of anyone to state their complaint, even to ask for a late delivery. The situation became very annoying, cause this occurred on Labor Day. No one was answering any phone calls or assisting with problems. The paper is frequently late and many times, one just doesn't get the paper. I don't always complain, but they seem to have a lot of problems. The cost is high and one would like to receive the service.

  

  Business response

  10/04/2022

  Business Response /* (1000, 5, 2022/09/15) */ Our customer service center is staffed from 7:00 AM to 5:00 PM Monday - Friday. Outside of those hours, subscribers can report delivery issues and take other account actions using our automated phone attendant or through the online customer dashboard on Omaha.com. Our customer service number is ************. Thanks, Bryan Consumer Response /* (3000, 7, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well, Brian, I certainly will check out the ************ customer service number. However, any number I have tried over the weekend of holiday, has not been positive. Your lack of personal contact on the weekend or holiday has not been positive. So, I spend many a day wishing I could "just talk to someone", so perhaps a person would be able to deliver the paper. Lois

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Automated system is horrible regarding the Omaha World Herald. I signed up for their online newsletter, which stated cancel anytime. I've attempted to cancel 6 times. They don't offer cancellation on any of their departments online. Numerous (6) attempts to call them for a live conversation failed, each time, the computer apologized for delays, then disconnected my call. This business has a Bbb A+ rating? From who? The owners? I just want something simple, cancel my subscription to avoid money being taken from me for their profit

  

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/08/31) */ Mr. ****** - I apologize that you were unable to reach us. We have had issues with our phone system as you describe. I have processed your cancelation request. Thanks, Bryan

• Initial Complaint

  08/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying for the last 2 days to cancel my subscription. Computerized phone system is difficult, says it doesn't understand, puts me on to another, wait space, wait times 22-26 minutes at least, then disconnects. Omaha World Herald and it's systems can't be trusted. So glad they don't have my credit card! Subscriber for many decades, too bad it has come to this.

  

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/08/26) */ I have processed your request and written off the balance due. Please reach out to me if you have any further concerns. Thanks, Bryan

• Initial Complaint

  08/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Had payment confusion with World Herald as they only wanted on- line payment. Ended up with double payment. Was getting paper for 7-days. Needed to cut back. They convinced me to keep Sunday only. Said my subscription was covered until end of 2023. After a couple of months the Sunday had not been delivered 4 times. Called to cancel within 3months. Sorry I don't remember exact dates. They sent refund of $**. Now I would like to get paper again but relationship With them has been nothing but bad as suggested by others-inability to contact to put paper on vacation, inability to straighten out billing if won't use credit card, poor delivery regularity, cancelling my local paper and not theirs. Only reason to go back as it is fall with more time for reading but think I should still have money there to pay for several months. Have resolved I will need to do it electronically as talking with reps does no good and that I will need to walk out into the street to get it. Just found this website. I would like to get paper I pay for on a regular, daily basis. This is only other paper (besides ***) delivered in ******* so only choice I have so this is why I keep trying. Grew up with daily ********* paper and it is hard for me to give up.

  

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/08/26) */ Ms. ***** - I reviewed your account it appears that your expiration dates have been correct in our system. The paid through 2023 expiration date you reference may have been due to a difference in rates for home delivery and an online subscription, but based on the subscription you received the expiration date was correct. I have forwarded your delivery concerns to our local delivery manager in ******* to ensure that our service is improved. Thanks, Bryan

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been unable to contact anyone at the World-Herald to cancel my subscription.

  

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/07/05) */ Mr. ******* - I apologize that we had difficulty answering your call. It appears you were able to speak to someone and they have set your account to stop. Please reach out to me if you have any further needs. Thanks, Bryan Consumer Response /* (2000, 7, 2022/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  04/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have reached out to the Omaha World Herald on several occasions asking where my renewal notice was at. I have never signed up for ebills, but always a paper statement in the mail. I have requested several times since Jan 2022 for a copy of the bill to be sent to my address. I still haven't received the bill and it's now the end of April. I also didn't receive the paper on Sunday that I was advised was going to be redelivered by a supervisor because of all the problems and they were going to reactivate the acct and send out another bill. I believe this would have been statement #5. I've never had these kinds of problems with the Omaha World Herald in the past. Their customer service doesn't seem to care or care if they loose a long time customer. I did speak with a supervisor today **********************, but not as bad as the customer service representative that couldn't even find my account and called me a lier. I did place a stop on my accts for the Sunday paper and the *************** for a few weeks because I'm moving and will no longer be at the ************ address as of Saturday. I asked for a higher level of management to call me back because of the issues with the statement and was told they wouldn't be calling me back so Im filing this complaint.

  

  Business response

  06/20/2022

  Business Response /* (1000, 5, 2022/05/05) */ Contact Name and Title: Bryan ***** Contact Email: ************** I apologize that you have not received the bills as I show that we have attempted to send out two recently on 4/27 and 5/4. If you do not receive one of these in the next week or so please reach out to me at your convenience. Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still haven't received any of the bills you have stated have been sent out. This is the issue. I've been told statements are being mailed to my address since January and still nothing. I know the post office is taking longer with the changes they made in October 2021 and again this month, but several bills over several months this is a new one. Business Response /* (4000, 9, 2022/05/16) */ I will again ask our billing processing team to review this to see that a statement is mailed. Thanks Consumer Response /* (4200, 11, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm really starting to loose my patience. I still don't have my bill. And now I'm being lied to about the paper being delivered and now being charged for a paper that isn't being delivered. I want my Sunday paper that I didn't get on Sunday delivered ASAP or I'll be cancelling ALL papers with you guys for lack of customer service. I'm done being lied to by the OHW. Business Response /* (4000, 13, 2022/05/23) */ I have placed a copy of Ms. ******** invoice in the mail, issued a credit for missed deliveries, and followed-up with our deliver manager regarding her recent address change. Consumer Response /* (4200, 15, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did finally get a statement dated May 2022, still nothing in regards to all the missing statements since January 2022. I did get a small credit on the invoice, but I don't think it matches the undelivered papers at the ******** address, the temp stop for 3 weeks, or the undelivered paper at the new address. Also I'm not getting the grocery ads on Wednesdays and I was advised last week's would be redelivered and I still haven't received them. Also is it possible to be advise of what this past due balance is for on the acct and what is my renewal date with all of the statement issues? Business Response /* (4000, 17, 2022/05/31) */ I cleared the past due balance due to the difficulty in Ms. ****** receiving her statements. The weekly, Local Values are sent out via USPS and she is scheduled to receive a copy this week. Consumer Response /* (4200, 19, 2022/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for getting back to me. Is this now resolved so I won't have to wait 5 months for the bill next year? What is my new due date since this was all do in March, but it's taken forever to get the bill to be able to pay. Business Response /* (4000, 21, 2022/06/07) */ Yes The new expiration date is 6/12/2022.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have contacted the Omaha World Herald multiple times requesting that they stop delivering the weekly ads Local Savings, formerly known as Savor. It is my understanding that many residents receive these advertisements at their door, however I receive them in the mail. I contacted customer service via email twice in January 2022. The first time I received a reply on January 5th that delivery would stop within two weeks. When it didn't stop, I emailed again on January 23rd. I did not receive a reply to that email, and I am still receiving these weekly advertisements. I called the Omaha World Herald on February 25th 2022. After being routed multiple times through the same two automated systems, I finally got a real person on the phone. I didn't get her name, but she had no idea who I needed to speak to or even what I was talking about. She took my name and address, but she told me I would need to call another number to get this issue resolved. The number she gave me was to ****** customer support. Yes, ******, as in the department store. As far as I know, ****** has no business relationship with the Omaha World Herald. It is incredibly unprofessional to hand out false information just to get someone off the phone. I want these advertisements to stop being delivered to my address, permanently. As a side note, I would also like the employee who deliberately gave me a false number to a random unrelated business to be educated on proper procedure for handling customer service calls.

  

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/02/28) */ Contact Name and Title: Bryan *****, CCR Mgr Contact Phone: ********** Contact Email: ************** I have removed your address from our mailing list. Due to processing deadlines you may receive one or two more editions of the Local Values newspaper. Please reach out to me if you need any further assistance. Consumer Response /* (2000, 7, 2022/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩