Complaints

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 17, 2024, I was charged $175.00 for a renewal of a yearly subscription to the Aiken Standard Newspaper. Since renewal, I have experienced two changes in service that have degraded service. I lost access to archived editions of the Aiken Standard, going back several years. I have also lost the ability to view recent editions of the paper, more than a few times, as I now receive a message that reads: "Too Many Requests; client**** ************** *********** *********". Neither of these restrictions were present when my subscription renewed on February 17, 2024, and warning of these new restrictions were not communicated to me in any way. I have called customer service for the paper twice, because I wanted to cancel my current subscription and obtain a refund, due to the unannounced change in access, and was told, twice, that refunds were not given, but my request would be sent to management. It has been at least a month since my first request, and a few weeks since my second request, and I have heard nothing back.

  Business response

  08/27/2024

  This complaint had been going to an ex-employee that has not worked here in a couple years, sorry for the delay.

   

  I called and spoke with ******* ****** about her complaint and let her know that I was sorry for the way her issues was handled and that she should have been called back. This is a two issue complaint. Unfortunitly her complaint was never forward to the proper person as I explained to her that we have totally restructured our call center in early August. Mrs. ****** at this time was glad someone did call her back and was going to let this complaint go and see if she wanted to renew once her subscription came up again for renewal. Mrs. **** reason for the complaint is that she thought that her subscription was being reduced as she was no longer able to go back and read old newspapers in the Archive section. I explained to her that this is not part of a normal subscription and that the Archive section is a total different company that managers that and that is an addition charge. Even we here at the newspaper have to pay for this service. I let Mrs. ****** know that if she or anyone she knew was having an issue that they could call me directly as I am the new Publisher and I will take calls and assist anyone with any issues.

  Randy

  Customer response

  08/30/2024

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

*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. ↩