Business Profile

Newspaper

The Washington Post

Complaints

This profile includes complaints for The Washington Post's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

64 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:06/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Charged me for a subscription and services I did not use or receive without sending me any invoices from january 16th 2023 until I canceled on Jun 3rd 2024 after I tracked down where the fee showing up on my credit statement every month was coming from. See screenshots of payment history.They will only refund 3 months. I have no invoices from them and they are refusing to provide proof that they sent any. I once had a similar situation to this with Adobe which I never signed up for. Adobe immediately went in and saw that I never used the service and refunded every ***** paid. Because they did that, withoutba fuss I'll happily consider being a legitimate customer of theirs in the future should i have a need of tbeir peoduct.The Washington Post, by contrast, seems content to take advantage of anyone with certain mental health conditions or memory issues, happy to prey on those of us who aren't "normal." There were no invoices they just dipped into my account without a word until they got caught. Imagine how many elderly they do this to?Also! For 2023 per the attached payment history I was charged 13 times for 12 months showing two payments in july of 2023. DECEITFUL!
Business Response
Date: 07/01/2024
---------- Forwarded message ---------
From: ********************** <**********************************>
Date: Monday, July 1, 2024 at 2:25:13 PM UTC-4
Subject: BBB Complaint ID ********; *************************
To: ********************** <**********************>
Cc: ****************************** <*********************************************;, *********************** <************************************>, [email protected] <************************************>

Dear *******,

This is **** from the ************* team here at ******************. Sorry to hear that you are having trouble with unexpected renewal charges.

Your subscription was first purchased on 1/16/23, with a promotional rate of $4.00 plus applicable taxes totaling $ 4.26 every four weeks, for the first year. Per our Terms of Sale for Digital Products, all of our subscriptions auto-renew at the frequency stated when first ordering. Thus, a year later, your subscription was automatically renewed at the regular rate of $12.00 plus applicable taxes totaling $12.79 every four weeks on 1/15/24.

You inquired about being charged twice in the month of July 2023. You were charged twice in July because the $4.26 payment on 7/3/23 was for a four-week period; hence, you were charged four weeks later on 7/31/23.

As a one-time courtesy, we will issue you an additional refund covering three payments of $12.79, totaling $38.37. This amount will cover the period of 1/15/24 - 4/7/24. As you stated, you were already issued a refund for the period covering 4/8/24 - 6/30/24. You have been refunded all charges processed after your subscription was automatically renewed on 1/15/24. Please allow 3-5 business days for the refund to process. Let us know if you do not receive your refund.

Rest assured, your subscription has been terminated, and you will not be charged any further for this subscription. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products: **********************************.com/information/2022/06/17/terms-sale-digital-products/

Best regards,

*********************
************* Specialist
The Washington Post
**********************************
Initial Complaint
Date:06/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Washington Post will not allow me to cancel my subscription.. This issue has been ongoing for three years now. I submit cancellation request, and they continue to bill be year over year.
Business Response
Date: 07/01/2024
--------- Forwarded message ---------
From: ********************** <**********************************>
Date: Monday, July 1, 2024 at 9:08:47 AM UTC-4
Subject: BBB Complaint ID ********; *************************
To: ****************** <******************>
Cc: ****************************** <*********************************************;, *********************** <************************************>, *********************************** <***********************************>

Hi *******,

This is **** from the ************* team here at ******************. Sorry to hear you are having trouble with unexpected renewal charges.

Your subscription was first purchased on 7/4/21 with a promotional rate of $40.00 for the first year. Per our Terms of Sale for Digital Products, all of our subscriptions auto-renew at the frequency stated when first ordering. Thus, a year later, your subscription was automatically renewed on 7/4/22 at our regular rate of $100.00 for the year. A renewal notification was sent to you on 6/4/22. Your subscription was also automatically renewed on 7/4/23 at our regular rate of $120.00.

Per your request, your subscription has been cancelled. Rest assured, your subscription has been terminated, and you will not be charged any further. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products: **********************************.com/information/2022/06/17/terms-sale-digital-products/

Best regards,

*********************
************* Specialist
The Washington Post
**********************************
Initial Complaint
Date:04/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Washington post subscription for $113 for Sunday delivery only over the phone. Occasionally I receive a special midweek edition that I can't receive and get charged $2 for it. I never asked or was told I would be receiving it.
Business Response
Date: 05/01/2024
Good morning, *********************.
I apologize you were unaware about the additional cost of the expanded editions. All subscribers receive the expanded editions and are automatically charged the Sunday rate unless they notify us not to deliver. We provide advance notice of these editions via email, mail and through in-paper ads before each special publication so that subscribers can decide if they want to receive them.
As you requested on April 25, 2024, we credited your newspaper account $8.11 for the expanded editions received on 11/23/23, 12/6/2023, 2/13/24 and 3/27/2024. In addition, you will no longer receive future expanded editions.
Thank you for subscribing to The Washington Post. Please do not hesitate to contact me if you have additional questions or concerns.
Regards,
*****************************, **************
Initial Complaint
Date:04/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for a one year $40 online subscription to the Washington Post three years ago. I had no idea that they would renew me without my consent at a much higher rate. They charged me $100 on 4/22/22 and $120 on 4/20/23. I have tried repeatedly to resolve this and cancel my subscription. I have not read any articles since my original $40 subscription expired. I have made six attempts to communicate with Washington Post about this. First I phoned. I was told to use e-chat and then disconnected. Two attempts to e-chat resulted in nonsensical, obviously non-human replies. Two subsequent emails went ignored. Just now I discovered that **** charged me $120 again on 5/19/24. I reviewed a past e-mail in which **** acknowledged my subscription cancellation and offered me a discounted subscription. I had stopped reading because I did not want to renew and did not realize that the last sentence required me to reply to this message if you want to take advantage of this discount or if you still want to cancel. **** should not have required this additional step in order to cancel. I had cancelled online and made my intentions very clear in an email. I have mental health issues that make me vulnerable to this sort of advantage-taking. My tech skills arent great either. I am in therapy to learn how to protect myself and be less vulnerable. Washington Post has been deliberately obstructive and confusing toward me and has taken $340 of my money using trickery. I was willing to let the first two years go because I fear conflict, but since theyve done it a third time and taken another $120 from my account, I would really appreciate your help.
Business Response
Date: 05/17/2024
Good morning,
Please see attached response on May 3.
Customer Answer
Date: 06/05/2024
[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: 21616132

I am rejecting this response because the Washington Post only refunded $120 of the $340 they took from me without my permission.
I acknowledge that I did not notice the first time they renewed me on 4/22/22, and, as **** ****** said in her email on May 3, 2024 (attached), I likely consented to that renewal without realizing it. Therefore, I will compromise by giving up my claim to that $100.
However, I want back the $120 that they charged me on 4/20/23. I immediately contested that charge, vigorously, and asked to cancel the subscription. I actually made six attempts to communicate with Washington Post about this! First I phoned. I was told to use e-chat and was then disconnected. Two attempts to e-chat resulted in nonsensical, obviously non-human replies. Two subsequent emails went ignored. They did not cancel my subscription at that time! I thought they had, because they sent a deceptive e-mail (attached) that said "We're sorry that you wish to cancel your subscription" and offering me a special price. I did not want a subscription at any price, and I did not notice the second half of the last sentence, which was "Please respond to this email if you wish to take advantage of this promotion or if you still wish to cancel your subscription." Since I did not write back confirming my cancellation, they renewed me for another year! They had already acknowledged, in writing, my wish to cancel, and their email was clearly sent as a pretext for renewing my subscription a second time against my wishes. I went on thinking I had cancelled, and then they renewed me a third time for $120 on 5/19/24! They have refunded this $120, which I appreciate. I do, however, want back the $120 from 4/20/23, which they took through trickery.
Their records will show that I have not read any articles since my original $40 subscription ran out on 4/20/22 because I did not know I still had a subscription. Thank you!
Regards,

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

Business Response
Date: 06/24/2024
---------- Forwarded message ---------
From: ******, **** <**********************************************>
Date: Monday, June 24, 2024 at 12:59:29 PM UTC-4
Subject: Complaint ID #********; *** ***********
To: ******************************************** <********************************************>
Cc: *******, ******* <******************************************************>, drt...@**************************** <****************************************************************>

Hi Sue,

This is **** from the ************* team here at ******************. Sorry to hear that you are still having trouble with unexpected renewal charges.

As stated in my email dated 5/3/24, your subscription was first purchased on 4/20/20 with a promotional rate of $29.00 for the first year. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering. Thus, a year later, your subscription was automatically renewed on 4/20/21 at our regular rate of $100.00 for the year. Renewal notices were sent to you on 3/21/21 and 3/21/22. On 4/29/24, I cancelled your subscription and issued a refund in the amount of $120.00, covering the period of 4/18/24 - 4/16/25. On 6/24/24, as a one-time courtesy, I have issued an additional refund of $120.00 covering the period of 4/20/23 - 4/17/24.

Rest assured, your subscription has been terminated, and you will not be charged any further for this subscription. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products: **********************************.com/information/2022/06/17/terms-sale-digital-products/

Best regards,

**** ******
************* Specialist
The Washington Post
**************************************************************************************************************************************
Initial Complaint
Date:03/20/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted the Washington Post multiple times by phone requesting them to stop sending me their Washington Marketplace junk mailer and they said they would take me off their mailing list but they haven't, because I keep receiving it. This is harrassment!
Business Response
Date: 03/25/2024

Dear ****,
I apologize for the multiple attempts you've made to suspend delivery of the MarketPlace supplement. To permanently remove your address from our distribution list, please forward your residential address.
Regards,
*****************************, **************
Initial Complaint
Date:02/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I subscribed for what I thought was a single annual subscription to The Washington Post on 08/03/2020 for $29. Since then, I discovered that the newspaper continued to charge my credit card annually for an increased amount at $120 per year. I was not informed of the renewal in any way and the vendor name that showed up on my credit card was a cryptic TWPSUB284244440, which I mistook for another vendor.I had no idea that my subscription was active from 8/2021 to the present and I did not access the account during that time.I believe that the tactics were intentionally misleading and are a violation of ********** law. *** contacted The Washington Post and they have refunded only the pro-rated amount remaining for this years subscription.
Business Response
Date: 03/28/2024
Our response on March 25, 2024, to *********************** is below:
Dear *****,

This is **** from the ************* team here at ******************. Sorry to hear that you are having trouble with unexpected renewal charges.

Your subscription was first purchased on 8/3/20 at the promotional rate of $29.00 for the first year. Per our Terms of Sale for Digital Products,all our subscriptions auto-renew at the frequency stated when first ordering.Thus, a year later, your subscription was automatically renewed on 8/3/21 at the regular rate of $100.00. A renewal notification was sent to you on 7/4/21.We received no cancellation request, so your subscription was automatically renewed on 8/3/22 and 8/3/23.

Per your request, on 2/18/24, your subscription was cancelled. The remaining balance of $54.45 was refunded to the credit card used when your subscription was initially purchased.

Rest assured, your subscription has been terminated, and you will not be charged any further for this subscription. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products: ******************************************************************************************

Best regards,

*********************
************* Specialist
******************
**********************************
Customer Answer
Date: 04/12/2024
Hello BBB,
I received a notice saying that this complaint is closed because of lack of response from me, however, that is untrue. After ********************* from the Washington Post sent me a message directly (with BBB staff CCd) I replied in kind:
Re: BBB Complaint ID #********; ***********************
Hi ****,

Despite now having asked your team three times for the Terms of Sale agreement that I consented to . . . nobody has sent this to me (instead I have been sent the current Terms, which have changed since I consented). I believe this is a fairly simple and basic request, and until I see the actual agreement, how can I know if what you are claiming is correct?

Otherwise, I believe you have provided an accurate recap of the situation. Unfortunately, the renewal notice on 7/4/21 was buried in a junk folder, and I didn't see it until I specific search for it today. I can accept that responsibility, however, it doesn't seem there was any notice given for the subsequent annual renewals, which I believe is a clear violation of ********** law. I would like to see full refunds for those periods, as I did not even know that I had a subscription and thus did not benefit from it in any way.

Best,
*****************

On Mon, Mar 25, 2024 at 8:01?AM ********************** <**********************************>

Business Response
Date: 05/20/2024
---------- Forwarded message ---------
From: ********************** <**********************************>
Date: Monday, May 20, 2024 at 2:17:30 PM UTC-4
Subject: BBB Complaint ID #********; ***********************
To: [email protected] <************************************>
Cc: ****************************** <*********************************************;

Dispute Resolution Team 3,

On March 3, 2024, *********************** requested the "agreement/contract" that authorized annual charges. On March 4, 2024, one of our representatives sent the customer the link for our Terms of Sale for Digital Products. The customer questioned our Terms of Sale for Digital Products because it was dated 2022. Our representative informed the customer that the terms cited in the document dated *************************** 2020. The document is dated 2022 because updates were added in that year. Our representative referred the customer to sections 2a and 3b regarding annuals charges.

On April 19, 2024, I informed the customer that our analytics team, which stores historical data, documented that renewal emails were sent on 7/4/22 and 7/4/23, and both emails were delivered to the user and opened by the user. *********************** was cc'd on the email.

Please contact me if you have further questions or concerns.

Best regards,

*********************
Customer Care Specialist
The Washington Post
**********************************
Initial Complaint
Date:02/26/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My **************** card was used by the Washington Post to obtain $128.70 for a subscription I do not want. No notices were sent to my email about the subscription or price.
Business Response
Date: 04/01/2024
--------- Forwarded message ---------
From: ********************** <**********************************>
Date: Mon, Mar 25, 2024 at 9:39 AM
Subject: BBB Complaint - ID #********; ***************************
To: *********************** <***********************>
Cc: ****************************** <******************************************>, ************************************ <************************************>

Dear *****,

This is **** from the ************* team here at ******************. Sorry to hear that you are having trouble with unexpected renewal charges.

Your subscription was first purchased on 1/5/21at the promotional rate of $29.00 for the first year. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering. Thus, a year later, your subscription was automatically renewed on 1/5/22 at the regular rate of $100.00 per year. A renewal notice was sent to you on 12/6/21. We received no cancellation request, so your subscription was automatically renewed on 1/5/23 and 1/4/24.

Per your request, I have cancelled your subscription and issued a refund in the amount of $128.70. Please allow 3-5 business days for the refund to process. Let us know if you do not receive your refund.

Rest assured, your subscription has been terminated, and you will not be charged any further for this subscription. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products: **********************************.com/information/2022/06/17/terms-sale-digital-products/

Best regards,

*********************
************* Specialist
The Washington Post
**********************************
Initial Complaint
Date:02/12/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged automatically with a triple increase with no notice. I have canceled but I would like a refund for the ***** charge.
Business Response
Date: 03/15/2024
Dear ****,

This is **** from the ************* team here at ******************. Sorry to hear that you are having trouble with unexpected renewal charges.

Your subscription was first purchased on 2-12-23 at the promotional rate of $4.00 every four weeks for a year. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering. Thus, a year later, your subscription was automatically renewed on 2-11-24 at our regular rate of $12.00 every four weeks.

As a courtesy, we will issue you a refund in the amount of $12.00. Please allow 3-5 business days for the refund to process. Let us know if you do not receive your refund.

Rest assured, your subscription has been terminated, and you will not be charged any further for this subscription. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products: ******************************************************************************************

Best regards,

*********************
************* Specialist
******************
Business Response
Date: 03/21/2024
Good morning,
A response to this complaint was sent via emailed on 3/15/24
Customer Answer
Date: 03/25/2024

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.

Regards,

Desi *********
Initial Complaint
Date:01/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Washington Post charged me $120.00 via ****** when I NEVER authorized this & don't even understand how they were able to access my ****** account for payment...I am on disability so this is FINANCIALLY devastating!
Business Response
Date: 02/13/2024
From: ********************** <**************@washpost.com>
Date: Mon, Feb 12, **** at 10:38 AM
Subject: BBB Complaint - ID# ********; *****************
To: ****************** <******************>
Cc: *******@mybbb.org <*******@mybbb.org>, ******** ******* <***************@washpost.com>

Hi ****,

This is **** from the Customer Care team here at The Washington Post. Sorry to hear that you are having trouble with the origin of your subscription.

Your subscription was first purchased on 7/29/21 with a promotional rate of $4.00 every 4 weeks. On 1/13/22, you requested our promotion for $9.99 for the year. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering. Thus, a year later, your subscription was automatically renewed on 1/13/23 at our regular rate of $120.00 for the year.

Per your request, I have cancelled your subscription and issued a refund in the amount of $120.00. Please allow 3-5 business days for the refund to process. Let us know if you do not receive your refund.

Rest assured, your subscription has been terminated, and you will not be charged any further for this subscription. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products: *****************************************************************************************************;

Best regards,

*********************
Customer Care Specialist
The Washington Post
***********@washpost.com
Initial Complaint
Date:12/26/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Dec 23 2023 The Washington Post billed me $120 for a subscription renewal. There was no reminder or notice that this charge was coming up. I do not have the funds for 120$ per year as I am unemployed. Please refund this money.
Business Response
Date: 01/16/2024
From: ********************** <***************@washpost.com>
Date: Fri, Jan 12, 2024 at 12:58 PM
Subject: BBB - Complaint ID #********; ***********************
To: ******************* <*******************>
Cc: ***********@mybbb.org <*******@mybbb.org>, ******** ******* <***************@washpost.com>

Dear *****,

This is **** from the Customer Care team at The Washington Post. Sorry to hear that you are having trouble with unexpected renewal charges.
Your subscription was first purchased on 12/23/22 at the promotional rate of $40.00 for the year. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering. No cancellation request was received by our office. Thus, a year later, your subscription was automatically renewed at the regular rate of $120.00 on 12/23/23.

Per your request, Your subscription was cancelled on 1/2/24. A refund was issued for the remaining balance of $116.74. Let us know if you have not received your refund.

Rest assured, your subscription has been terminated, and you will not be charged any further for this subscription. Please see the following link for more information on our billing policy and our Terms of Sale for Digital Products: ******************************************************************************************

Best regards,

*********************
Customer Care Specialist
The Washington Post
**********************************

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