ComplaintsforNorthwest Florida Daily News

• Initial Complaint

  02/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We paid for a full year of home delivery for the Northwest Florida Daily News ($359.52) on May 17th,. Since then, we have routinely missed 1 or 2 papers a week. As of January 15th, we have not received a paper at all. I have called to report the problem and my call gets sent to someone in Colombia. I have talked to at least 5 different people now, who assure me they are working to correct the problem, but cannot tell me why there is a problem or when it will be fixed. One told me it was due to weather and I would have a paper that afternoon. (The weather was fine, and there was no paper.) Finally, I told a representative to cancel my subscription and refund my remaining money. She said she would cancel my subscription, but it's against their policy to refund money. I said I was not paying for a service I wasn't getting and asked to speak to her supervisor. She told me the supervisor was busy. I asked if there was someone in the US I could talk to and she said no. I asked her if she knew why I couldn't get this problem resolved and she said no because she is in Colombia. Finally, after I told her this was unacceptable, she put me on hold (3X) and finally agreed to cancel my subscription and refund my unused portion to my credit card, which never happened. I found an email online in which to register a complaint. I received a standard "we are working to resolve your problem and maintain our excellent quality of service," reply. We have never received any other response as to why our problem cannot get resolved. All we want is the newspaper we paid for delivered as promised. I call every day and report the missed delivery to the automated service. Why is there no one locally I can speak to? Why does no one follow up or give us an explanation as to why we can't resolve this problem? I can't even get the subscription cancelled! Why do they have service representatives overseas who know nothing about our local issues and obviously blow me off and ignore my complaint?

  Business response

  02/20/2023

  February 16, 2023
  Ellen ******
  *** ********** ****
  Valparaiso, FL 32580
  Daytime Phone: ***** ********
  E-mail: doug.ellen.f***************
  
  Complaint #19399718
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ****** and the delivery of her 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.  
  
  Ms. ******’s account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  Her account remains active and if she wishes to cancel her subscription it will be scheduled for her paid-through date. For more information about our cancelation procedure, we ask that she visit ***************************************.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Online subscription was was cancelled approximately 6 months ago. They are calling me 3 or 4 times a day from similar #'s wanting more $$. I moved out of state and do not access the site. This is harassment...THEY NEED TO STOP!!!!

  Business response

  01/24/2023

  January 24, 2023
  William ********
  * ****** **
  Hot Springs Village, AR 71909
  Daytime Phone: ***** ********
  E-mail: ********@gmail.com
  
  Complaint #18811535
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******** and his eNewspaper subscription. Based on his information, there are no prior cancelation requests nor contact with the publication. Mr. ********’s account was stopped on 12/29/2022 for nonpayment due to a past due balance of $16.50. This balance accumulated due to several failed attempts to collect payment from the credit card Mr. ******** provided with the initial order.
  
  Mr. ******** is receiving collection calls from our 3rd party vendor. These calls are automatically scheduled based on the amount due within the account. These calls will continue until the payment is made. The service was provided despite Mr. ******** choosing to use them or not.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  

  Customer response

  01/24/2023

  
  Complaint: 18811535
  
  I am rejecting this response because: It is bogus. 
  
  Sincerely,
  
  Williaml ********

  Business response

  01/30/2023

  January 30, 2023
  William ********
  * ****** **
  Hot Springs Village, AR 71909
  Daytime Phone: ***** ********
  E-mail: ********@gmail.com
  
  Complaint #18811535
  
  Please accept this as confirmation we have received a rejection from your offices regarding Mr. ********. His rejection provided no details, but I will provide the following information:
  
  The following dates are dates in which MasterCard ending in **** was declined, 10/27, 10/31, 11/4, 11/8, 11/14, 11/18 and the last being 11/22. On 11/22, the system automatically changed his subscription from EZ-Pay to being an invoiced subscriber. I am able to provide a specific time if needed as well.
  
  Mr. ******** is receiving collection calls from our 3rd party vendor. These calls are automatically scheduled based on the amount due within the account. These calls will continue until the payment is made. As we stated, there has not been any contact with the publication concerning cancellation.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

• Initial Complaint

  12/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit card had been changed and the NWF daily news/ New York times tried to get in touch with me to get another credit card on file. When I called to cancel the subscription, the individual on the phone said for a few more dollars your subscription could continue for another month then it will be canceled. I gave them my new cc # and even called back the 1st part of November to verify my subscription would be canceled, at the end of November. They billed me again for December, I called again, customer Service which is located in the country of Columbia, and they said there was no record that I called or cancelled. I even said that I had to call to give them my cc. They said I could cancel on Dec. 8th but not get a refund.

  Business response

  12/19/2022

  December 19th, 2022  
  Frank ****** 
  **** ********** ** 
  Navarre, FL 32566 
  Daytime Phone: (850) ******** 
  E-mail: ***************** 
  
  Complaint #18534589 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and his refund issues. All Gannett subscriptions are stopped on their expiration date; therefore, a refund will not be processed. This is standard practice for all publications. As a courtesy, I have requested a refund of $14.90, this is the amount that remained in Mr. ******’s account at the time of his cancelation. We ask that he allow 7-10 business days to receive it back to his credit card.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  Subscription Management Specialist  
  
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my subscriptio to the paper on may 2 and was due a refund. I called 2 weeks later as my credit card was not credited. I was told a refund was processed on 12 may. It is now 28 june and no refund. I called again today, and now was told they sent me a check. I have never received anything from this company, and only get the runaround. I would like your help in getting the refund i am entitled to

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/30) */ June 30TH 2022 James **** *** ******** Park Cir Mary Esther, FL 32569 Complaint #XXXXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Mr. **** and his refund issues. Based on his information a refund check was processed on 5/12/22 and mailed via USPS. It has surpassed the 45-day waiting period and I reached out to our finance team to confirm if the check had been cashed. After completing their research, it was found the check was still outstanding. They have voided the original check and reissued another one to the address within this complaint. This can take up to 45 days to receive via USPS. The return address will not display the publication name. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Consumer Response /* (2000, 7, 2022/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have no alternative but to wait another 45 days for a check. I was told twice that my credit card was credited, and then now told they sent a check. this business is totally incompetent, not only when delivering papers but also when dealing with customers.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1st call - October 26, 2021 - I notified NWFDaily Newspaper that I wanted to cancel my father's subscription. My father William F. ******, Jr. passed in August 2021. My father prepaid his newspaper subscription yearly. After speaking with the newspaper's representative at their overseas calling center he assured me that the subscription was cancelled and a refund check of $61.19 would be sent to my father. We verified all pertinent information for my father's account and address to mail the check, etc. - NEVER RECEIVED A CHECK. 2nd call - mid December - spoke with overseas representative - yes subscription was cancelled, but no check was issued - not sure what happened.. He promised the check would be issued and all was taken care of not to worry. - STILL NO CHECK 3rd call - Jan 20, 2022 - again spoke to their overseas representative - same story as above. He spoke with his supervisor and he said THIS TIME IT HAS BEEN TAKEN CARE OF, A CHECK IN THE AMOUNT OF $61.19 HAS BEEN ISSUED AND WILL BE MAILED TODAY. 4th contact - February 3, 2022 - sent an email to the NWFL daily news customer service explaining all details - asked to have a representative (in the USA) to contact me to resolve this issue. - NO RESPONSE 5th contact - February 12,2022 - sent the February 3rd email again and asked for help to resolve 6th contact - February 16, 2022 - sent the original February 3rd email again and asked for help. 7th, 8th, 9th, 10th contact - February 16, 2022 - sent 4 more emails pleading for help and letting the NWFL daily news & I was elevating this to the BBB and will continue to elevate (to the courts) if need be. *February 15, 2022 - drove to the NWFL Daily Newspaper building which looked to be abandoned with only a paper taped to the door with phone numbers to start/stop a subscription or make payments. All I want is the $61.19 refund that is due to my father. Note NWFL Daily news was quite efficient at halting delivery of his paper on Oct 27, 2021.

  Business response

  02/24/2022

  Business Response /* (1000, 5, 2022/02/18) */ February 18th, 2022 **** ****** c/o William ****** 806 ****** Ave Niceville, FL XXXXX Complaint #XXXXXXXX Please accept this as confirmation we have received a complaint from your office regarding Ms. ****** and her father's refund. Based on the account information a refund was processed on 11/4/2021 back to the AMEX credit card on file ending in ***** We apologize for the frustration this has caused. To date, there is no documentation that a check was ever resent and we have not received any emails associated with her father's account. Most Gannett publications now work remotely and this is why the building she visited was vacant. We encourage her to check with American Express or any statement she may have received. Thank you for granting us the opportunity to address her concerns. Consumer Response /* (2000, 7, 2022/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) My (deceased) father's Amex account that has been closed since August 2021 - my sister (executor) spoke with Amex and Amex kindly refunded the $61.19 and sent a check to my sister I then received and email from another rep saying NWFL Daily News mailed a check. I responded immediately to cancel the check AMEX resolved. Please make sure the check does cancelled if you can notify in your communication with NWFL Daily Thank You **** ******

• Initial Complaint

  02/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a newspaper paid newspaper subscription with the NWFDaily News since Dec 30, 2021. As of today Feb 2, 2022 I have missed out on repetitive deliveries resulting in 18 credits. I have contacted this organization at least 10 times but delivery issues persist. I need to paper - can you please help.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/02/14) */ February 14th, 2022 ***** ********* *** ****** Bay ******* Beach, FL XXXXX Complaint #XXXXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Mr. Petrushyn and his delivery issues. We apologize for the frustration this has caused. Based on his account his last missed delivery was on 1/27/21. If his concerns are still going on, we ask that he let us know as soon as possible. Thank you. Consumer Response /* (3000, 7, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Missed ANOTHER delivery today. Today I have contacted the NW News and I have not received a response. This company continues to neglect customers and NO ONE is contacting me for resolution. They quite simply do not care about their customers. Future subscribers need to be warned about their terrible service and complete lack of customer concern. Again, ANOTHER missed delivery today and given circumstances of my complaint with BBB, no one is contacting me... Business Response /* (4000, 12, 2022/03/04) */ March 3rd, 2022 ***** ********* *** ****** Bay ******* Beach, FL XXXXX Complaint #XXXXXXXX Please accept this as confirmation we have received Ms. Petrushyn's rejection. His account does not have any additional delivery complaints. We believe the issue was resolved. As of this reply, he has scheduled a stop in his delivery on 3/15/2022. We appreciate the opportunity to address these concerns. Consumer Response /* (4200, 14, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Missed delivery March 3 and today March 4. Again, no one is contacting me with apology. Missed deliveries continue on, and on, and on, and no one gives a ****! Simply review this track record of incompetence and lack of action. The NW News Management is a JOKE.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  11/20/2021 called nwfdn customer service, told them to cancel my subscription to the paper. I was paid through 11/23. CS stated I owed them 14.40. That is false and I have no past due amounts. 12/02/2021 received a phone call from nwfdn, retold them I called to cancel on 11/20, they told me today they will not cancel my subscription unless I pay over 25 dollars over the phone with a debit or credit card. I told them to cancel my subscription.

  Business response

  01/10/2022

  Business Response /* (1000, 9, 2021/12/21) */ December 20th, 2021 ***** ******** 365 ******* Dr NE Fort Worth Beach, FL XXXXX Complaint #XXXXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******** and her account issues. Based on her information her account was terminated on 12/03/2021. Ms. ********'s payment of $92.46 paid her from 8/10/21 to 11/19/21; she encountered a $9.00 invoice fee which moved her expiration date to 11/9/21. There is a past due balance of $25.97. This amount is for deliveries received from 11/9/21 to the stop date of 12/3/21. Thank you for the opportunity to address these concerns. Consumer Response /* (3000, 11, 2021/12/30) */ I was paid up through 11/23/2021. Called customer support on 11/20/2021. Wanted to renew over the phone but in addition to increased rates they wanted me to pay an additional $14.40. CS did not know what the extra charge was for. I have never received a past due notice or bill. I told them on 11/20 to cancel my subscription, I was not going to pay the extra charges. On 12/02/2021 I received a call from NWFDN trying to get me to renew my subscription and pay an additional $25. Dollars, which he said I owed. I told him I called on 11/20 and said to cancel my subscription. He was aware of that call, told me they would not cancel my subscription unless I paid them $25 over the phone. I told them again to cancel my subscription. On both calls with NWFDN, I stated "if you think I owe you money, send it to me in writing with an explanation of the charges." I have received no bills from them, nor any contact re: these calls. On 12/02/2021 I filed a complaint with the BBB, who was very responsive. I uploaded my 11/19/2021 subscription renewal form to the website with notes from the 11/20 call. Only after I posted the BBB complaint, did delivery stop (12/02/2021 was last paper). Business Response /* (4000, 13, 2022/01/03) */ January 3rd,2022 ***** ******** 365 ******* Dr NE Fort Worth Beach, FL XXXXX Complaint #XXXXXXXX COMPLAINT #XXXXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******** and her account. The agent she spoke to is a 3rd party vendor that calls and collects payment when accounts such as hers is past due. These agents are not able to cancel any subscription which is why she did not stop until 12/3/21. As a courtesy, any past due balance has been waived and her account now stands at $0.00. Thank you.

*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. ↩