ComplaintsforGannett Company, Inc.

Newspaper

HeadquartersMulti Location Business

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Customer Complaint:

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Initial Complaint
11/04/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The business responded to the dispute but failed to make a good faith effort to resolve it.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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,

*******************
Initial Complaint
06/05/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We returned from vacation May 25 and have not received a newspaper since returning. We autopay. I have reported this daily on the automated call system as well as e-mail 4 letters. I have requested delivery and for someone to call me, neither of which has happened. I have tried to go to their office, but they dont allow entry to customers. I want my newspaper. They are the only local paper and I like getting the local news.
Business response
06/30/2023
June 30, 2023
***********************
**** * *************
Bloomington, IN *****
Daytime Phone: **************
E-mail: ***************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ************** and the delivery of his 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 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.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Initial Complaint
05/16/2023
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I unsubscribed from my local newspaper only to find out that Gannett had been unlawfully charging my account for $10.66 for the last four months. I did not give permission for this to be done, nor did I know it was happening. The subscription I had canceled was only for $1. I am seeking a refund of the $42.64 that they stole from me.
Business response
06/14/2023
June 14, 2023
*********************
Hendersonville, NC *****
Daytime Phone: ************
E-mail: **********************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ************ and her eNewspaper subscription to the ************** Times-News. Per her request her account was stopped on 5/17/23; billing and access ceased on this date as well. There are no prior cancelation requests documented on her account. ************ was granted a refund of $21.32 as a courtesy. When she accepted the offer of $1.00 for the first six months and $9.99 each month after, she accepted the terms of service, which included our no refund policy and that a new rate would be charged after the six-month promotional period. An additional refund will not be given.

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
Initial Complaint
04/20/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled my news paper subscription on 1/23/2023 as I was missing too many deliveries. I paid $645.58 towards yearly subscription. Journal Sentinel is expected to refund me the balance ($516.57 per their representative). I called 3 times and every time I was promised that I will receive the check within the next one week. I did not receive the check as of today (4/19/2023). My account number is ********* and phone number on the account may be my house phone number ************. My cell phone number is ************ Please help me to get my refund back.
Business response
04/25/2023
We spoke with this customer and they confirmed they did receive this refund check and that this matter had been resolved to their satisfaction.
Customer response
04/25/2023
---------- Forwarded message ---------
From: ********************** <************************>
Date: Mon, Apr 24, 2023 at 1:00 PM
Subject: Complaint number ********
To: drteam@mybbb.org <drteam@mybbb.org>

Sir / Madam

Please cancel Complaint number ********.

I sent a complaint against Journal Sentnel as I did not get my refund for more than 2 months after cancellation of the subscription.

I would like to withdraw the complaint as I received the refund last week. Sorry for the inconvenience.

Address given in the complaint is: *************************. Waukesha, WI-*****.

Thanks,

*********************
Initial Complaint
04/20/2023
Complaint Type:
Order Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Over the last year, our corporate card has been charged a monthly $7.99 fee from this company. No one in our organization remembers signing up for this service, and we have repeatedly requested that they cancel our subscription and refund the charges. After Gannett requested that we send them bank statements to prove that the charges have been made and we had submitted them, they agreed to cancel and refund us over the phone in October 2022. This still has not happened. They have not responded to any of follow-up emails.
Business response
05/17/2023
May 17, 2023

*************************************
*************************
East Boston, MA *****
Daytime Phone: **************
E-mail: ***************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ********************** and the eNewspaper subscription ************* is being charged for. I have researched any email address with the domain productbread.org and did not locate proof of payment to ******************************************.

We will be happy to assist ********************** with her concerns, however, we will need proof of payment to do so. We ask that she respond within the BBB portal with an attachment in PDF format. This must include the date of the charge and the description of the charge. We will also need the last four digits of the credit card charged and the expiration date.

Once received, we will have our finance department research her inquiry and a decision will be made based on their account and the information obtained.

Please note, the account number mentioned has not been active since 2011.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Customer response
05/23/2023
[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 person who responded did not search for the correct domain name (projectbread.org) and instead searched for emails related to productbread.org. My colleague ******************** had sent the ****************************************** email address redacted bank statements as proof of payment last year. I have attached a combined PDF of the bank statements that reflect the charges on the card. The last four digits of the card are on several of the statements in the attachment; I'm not sure why an expiration date is necessary but it is 10/24.
I am also unsure of what they mean by saying that the account number has not been active since 2011; I haven't listed any account number in my correspondence with them.

Regards,

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

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ComplaintsforGannett Company, Inc.

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