Complaints

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a subscription with the *** ********** *** newspaper. My payments were debited from my checking account monthly since 2015 using the same debit card. Then, around mid-December, 2023, I found a problem on my account which my daughter also saw. Called my bank, they saw it, placed a freeze on that card issued me me the card I have now. I then called the newspaper simply to ask them to delete the one card from their file as it now no longer in active and I was calling to give them my new card information only, not to do pay by phone type thing. I gave them the information, and as soon as I hung up, they went and also processed it as a by phone at the same time without telling me. Then, minutes later on the same day, they took out of my bank account another payment for the same amount $28.87. On 12 - 19, they did it to me twice for $28.87. then, on 12 - 20, they did it again for $28.87. I was NEVER late or behind on payments to them, this I can prove. I cancelled my subscription so they'd get their sticky hands out of my money permanently. They were unacceptable and unprofessional first, so they got the tables turned because they stole my money then lied on the phone. That's 5 times for $144.35, despite my bank "supposedly" giving me what's called a "card provisional credit $28.87" that just means their taking the side of the newspaper because the newspaper brings in billions of $$$ to banks and who am I??? No one. Guess what??? I can close my account that I've had with this bank for decades and go somewhere else. This bank is a major name bank that's gotten major negative press the last several years and they don't need more from my big mouth. Involving the likes of the BBB, FTC, and the FTC,  sure won't help anyone's case. I'm a single parent of 2 disabled adult individuals. i have bank statements that go to back to 2020 showing my monthly payments to them, so there's no way I was late or behind. They are LIARS!!! DO NOT BELIEVE THEM!!! Thank you for your time.

  Business response

  01/16/2024

  The *** ********* *** is not a Gannett publication, therefore we are unable to assist with this complaint.  This publication is produced by ********************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my subscription to this newspaper in October, despite this, my checking account was charged on November 1st. Since that day, I have made at least a dozen calls requesting a refund. I have been told repeatedly that my refund is in process. It has been over 4 weeks, and they won't give me my money back. I warned them today that if they dare take a payment December 1st, I will file a fraud report with the bank.

  Business response

  01/04/2024

  ******************* account was stopped as requested on 11/4/2023. The refund was not properly requested at the time of the stop. The refund was processed on 12/7 for $42.40 back to her credit card. We apologize for the delay in getting this processed sooner. Thank you for her patience as we worked to get it corrected. 

  Customer response

  01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are not receiving our newspaper on the day of printing since they stated delivering by postal mail. You cannot talk with a live person message gives no option for a response.

  Business response

  12/18/2023

  December 18, 2023
  
  ***************************
  **************************
  Kimbolton, OH *****
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint  #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *************************** and the delivery of the paper. We apologize for any frustration this may have caused.  We have been in contact with the District Manager and the management team for the Cambridge Daily Jeffersonian and they have verified that the papers are being delivered daily to the back dock of the Post Office in the early morning hours for sorting and delivery to our customers. The Post Office takes them in and sorts them to the route they belong to for delivery. Once we leave them on their dock, it is the responsibility of the Post Office to see that they are sorted and delivered to the customers with their daily mail. The District Manager is now aware there may be an issue and has said they will monitor the situation.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  11/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 14 April 2023 I subscribed to the News Journal Digital Edition for the price of $1 for 6 months. On October 18, 2023 the News Journal billed my credit card $19.99 without notifying me that the service was now going to be billed monthly at $19.99 per month. So, on November 14, 2023 the News Journal billed me again $19.99 for another months' service without any notification whatsoever to me. My account number with them was: *********. I called to complain about this and to request a refund and they flatly denied it. Tne company was supposed to notify me that the trial subscription had ended and that they were now going to bill me for it, they never bothered to notify me and quietly continued to bill me without any notice or invoice of any kind.

  Business response

  11/22/2023

  November 22, 2023
  
  ***************************
  **************************
  Deltona, FL *****
  Daytime Phone: ************
  E-mail: ************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *************************** and their eNewspaper subscription to the ************* News Journal. Per ******************************* request, the account will stop on the paid-through date of 12/14/2023; billing and access will cease on this date. the account number for this subscription is #*********. The promotion that was accepted was $1 for 6 months automatically converting to $19.99 upon the 6-month term being completed. All was agreed to in the terms of service disclaimer. Without agreeing to the promotion and terms, the subscription would not have become active.
  
  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. If a cancellation is requested, it is processed at the end of the current subscription term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer response

  11/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The company once again refused to refund the charges. The company never notified me that the billing would commence and continued to beiil/charge my card without any further notice which is a shady and unacceptable business practice. Please display this case to alert everyone about this shady business practice.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  11/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have not received a newspaper from StarNews since 10/6/23. I have talked with their customer service people 6 different times. They assure me my account is current and the problem will be fixed immediately. But still no paper. No explanation as to why.

  Business response

  11/10/2023

  November 10, 2023
  
  *********************
  ***********************
  Wilmington, NC  *****
  Daytime Phone: **************
  E-mail: ************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************* and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  ********************** account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer response

  11/20/2023

  This issue has been resolved. I was even given a person to call if I have any further problems. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I subscribed to an introductory offer of the Sunday paper for 6 weeks for 4.98. At the end of the trial, I knew I had to call and cancel or it would continue. I called and canceled and despite the hard sell and 15 minutes on the phone, I told them not to charge my card and to cancel my subscription. When I received my Sunday paper I called back and they said I had to finish up what was paid for as they do not give refunds for partial subscriptions. I called back again after two more weeks and told them the paper came on Sunday and they said they had charged me 14.98 and I would have to wait out this cycle before canceling. They charged me again, this time 19.25! I chatted this time because the hard sell on the phone is horrible. They just read a script over and over and don't let you hang up. I am a senior citizen and the chat was saying there was nothing I could do because the charge went through and that I would receive the paper for another 6 weeks. I canceled my credit card because they won't stop the paper! I really just want a refund for the money they took from me and for them never to be able to charge me again.

  Business response

  10/12/2023

  October 12, 2023
  
  ***********************
  ***************************
  Boynton Beach, FL ******
  Daytime Phone: **************
  E-mail: ***********************
  
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *********************** and his eNewspaper subscription to the **************** Per **************** request the account was stopped on his paid-through date of 10/01/23; billing and access will cease on this date.
  
  We have reviewed the account # ********* and listened to the phone call on 8/18/2023. **************** did agree to convert the Sunday only delivery to a digital subscription for $5.99 per month plus tax. **************** was charged $14.98 which covered 2 Sunday deliveries on 8/6/2023 and 8/13/2023. The remaining funds on the account  were then applied to the digital subscription. The digital subscription was then covered from 8/20/2023 through 9/3/2023 with the remaining 2 weeks of funds available. Due to an error in applying the correct rate upon conversion, **************** was over charged on the $19.25 charge. He should have only been charged $6.41. We have initiated a refund of $12.84 to be returned to his credit card.
  
  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. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  

  Customer response

  10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I pay for the newspaper on Thursday and Friday, and it has been weeks without receiving a paper. I call every time to be told they take my complaint seriously and they will resolve my delivery problem. They refund only apart of the cost of the paper and not the total amount that we are paying for it. They are making taking my money and are NOT providing me with the product.

  Business response

  09/27/2023

  The Indianapolis Star regrets this subscriber's poor experience.  We've escalated this matter to our distribution management team for review and correction.  We also applied a one-month courtesy credit to this subscription account.  We left a voicemail for the subscriber, informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.  

  Customer response

  10/05/2023

  The problem has not be resolved. I have one received one paper since filling complaint. My neighbor also filed a BBB complaint for the same issues. We are paying for services that are not being fulfilled. 
  

   

  *****

  Business response

  10/31/2023

  We spoke with this customer and again asked that they contact us directly if our service issues are not resolved.  We again escalated this to our distribution management team for review and correction.

• Initial Complaint

  07/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a subscription to them at the beginning of the year but cancelled it after a month. I contacted them directly FOUR TIMES to remove me from their email list but they continue to harass me with their emails. Remove me from your email list

  Business response

  09/18/2023

  We regret this customer's poor experience.  We've submitted a global unsubscribe request for this individual which will be processed within the next few business days.  Once completed we will no longer email this individual.  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint to you regarding this company referred to as Florida Today Newspaper out of Cincinnati, Ohio. My account number is ********* They refused to know the meaning of the word "Canceled". It means to no longer want or no longer need. And this company did not understand the meaning until I placed several different phone calls and spoke to a customer service representative each time who finally understood. As it turns out, I had cancelled out the Sunday Newspaper Only at $10.00 a copy for four copies which makes it a total of $40.00. After that they sent me out a bill totaling $101.00 and then another bill for $94.93. I called them back and they said to disregard the bill for $101.00. So why did they send me a bill and charge me for $94.93.? That is the question and I would like an answer to that question. It took some time and papers stopped coming and the $94.93 bill was sent back to the company known as Florida Today Newspaper by me and someone at that company finally knew the meaning of the word "Canceled." How come they did not do that from the very beginning in the first place. It would have been a lot easier.

  Business response

  08/15/2023

  Florida Today regrets the frustration experienced by this customer. We confirmed this subscription is fully cancelled and we've cleared any balance due.  We are adding this individual to our do not call/do not solicit list.  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gannett Newspaper has been charging me two fees of $9.99 each for a digital subscription to the Gainesville Sun newspaper. I don't know how many months this double billing has occurred. I called the newspaper service today once I realized that I was paying twice. I had to call them because it is impossible to cancel either account online, a problem that in itself should be illegal. On the phone I was able to cancel both subscriptions. I was told that the newspaper doesn't know if they are charging the same person, with all the same details including the same address, email, and credit card, twice for a digital subscription, which goes to the same app or website or computer or whatever they send the digital data to. I was also told that I shouldn't expect a refund for the months I was double billed, because SORRY LOSER. (My phrasing, not the customer service representative's, who was apologetic.) This company would not inspire me to pursue this claim, except that on top of the insult of charging me twice month for the same subscription, the newspaper quality has fallen drastically since Gannett acquired it. It's a poor service on every level, and at least on the question of double billing, flatly unethical.

  Business response

  07/26/2023

  July 26, 2023
  *******************
  **********************
  Gainesville, FL *****
  Daytime Phone: **************
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************ and her eNewspaper subscriptions to the Gainesville Sun. Per her request with an agent both accounts she created via our website were terminated on their expiration dates. The first being started on 11/03/2021 and the second on 08/11/2022. *** **** started the second account using the new subscriber offer she received when she started her first subscription in 2021; she was not eligible for the offer and failed to terminate her previous account before beginning a new one. ************ will not receive a refund. 
  
  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 term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer response

  07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: if I resubscribed, it was because I was just clicking through in order to read the paper. If I reentered any information regarding a credit card, it was because I was prompted to. Your business practices allow someone with the same email, credit card, name, and all other exactly identifical information to open two accounts for a digital subscription service for the same product. No one needs two accounts when the subscription is digital. You know this. I know this. I want my money back. And don't do this to other people.
  
  Regards,
  
  *******************
  

*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. ↩