Business Profile

Publishers Periodicals

Lee Enterprises Incorporated

Headquarters

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Complaints

This profile includes complaints for Lee Enterprises Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

129 total complaints in the last 3 years.
58 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:03/05/2024
Type:Product 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 am contacting you to help me resolve a dispute with *********************** (Capitol Newspapers, *** Enterprises) regarding charges to my Discover Card totaling $241 after the paper was cancelled. I cancelled the *********************** in August 2022 before the next billing period for poor delivery. I had been a loyal subscriber to the paper for over 45 years, but after contacting the subscriber services many times for missing papers and wet papers and for finding the paper in the street gutter, under vehicles, in snowbanks, in the neighbors yard when they did not subscribe to the paper, and run over in the middle of the street, it was decided to stop home delivery and cancel the paper. I discovered after cancelling, WSJ continued to charge my credit card on 8/31 ($36),10/1 ($36), 10/31 ($36), 12/1 ($36), 12/29 ($48.50), and 1/31 ($48.50). They finally stopped charging on 2/1 when I threatened to charge them with fraud and theft of my money, but did not refund the money they already charged my credit card. I have contacted their customer service number ***************) monthly for a refund of money taken. The most recent contact was on 2/18/2024 where the foreign speaking agent directed me to her supervisor (also with foreign accent) who did not give any resolution to refunding my money. I think it is fraud to be charging for a paper that was was cancelled and never received. I appreciate any assistance you can give me in obtaining my refund.
Business Response
Date: 03/12/2024
No answer when we called 3/6. We processed a request to credit back her card for $35.99 that was charged on Feb 22 2024. This charge was for her next subscription term effective to start March 1. We terminated the account and she should see the refund amount credited back to the card on file ending in 0352 for a Mastercard within 3-14 business days.
Initial Complaint
Date:03/01/2024
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.
*** Enterprises has scammed me for many months charging me ***** month for a service I have never received and even when requesting cancellation they do not cancel .
Business Response
Date: 03/12/2024
We terminated the subscription early for the subscriber. An adjustment to have the refund sent to ************************ has been processed. Please let her know she can expect the check in the amount of $199.23 by mail within the next two weeks.
Initial Complaint
Date:03/01/2024
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 have attempted to cancel my subscription to the Montana standard 5 different times on 2/28/24. I have spoken to the customer service line. They tell me it is cancelled. The last individual I spoke to, employee *******, confirmed it was cancelled, however I am still receiving this paper via email AND received a welcome email today 2/29/24. I have sent three emails to customer service with the title line being CANCEL. This subscription needs to be canceled.
Business Response
Date: 03/12/2024
Ms. Bakers account was stopped effective 3/2/24.
Customer Answer
Date: 03/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:02/20/2024
Type:Product 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.
*** makes it incredibly difficult to cancel a subscription or use the online product. I couldn't access the online portal for ***************** which made me think that I didn't have an active subscription with them. But then I saw a $10.99 charge on my paypal account. Ok, but I still can't access the online portal. And apparently I have to call during "business hours" (which are only until 1 pm... LOL) if I want to cancel. How the f*** is this even legal? What is the point of a government if businesses are allowed to operate this way? I want a $10.99 refund and my subscription cancelled.
Business Response
Date: 03/12/2024
Action steps to resolve the issue:

         Consumer made contact with our call center and facilitated a termination to the subscription, following the first monthly renewal on March 23, 2024.

         The account will continue to have access through this date.

         The monthly renewal amount at $10.99 was disclosed at the time the consumer signed up for the introductory period.

         A refund in the amount of $10.99 will be processed and returned to the customer.
Customer Answer
Date: 03/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************************
Initial Complaint
Date:02/19/2024
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.
Have emailed, called and left messages and sent a letter of cancellation via U.S. Mail in August 2023 and many calls and emails since. The publisher continues to bill my credit card on a monthly basis for the *********** Regional ********** They don't answer, will not allow you to cancel on-line, don't return calls as stated they will on their recording and have not answered any emails. This forces me to have to dispute the charges with my credit card company on a monthly basis. I want the subscription cancelled.
Business Response
Date: 02/28/2024
Below is the text of the email sent to **************** on 2/19/24.
Good Afternoon ******,
I (*************************) called and left a message for you minutes ago regarding your digital subscription to the *********** publication. I am in receipt of the complaint you filed with the BBB that you had been trying to cancel this since back to August.

I apologize for the lack of follow through on our part. I see a few disputes have come through for Nov, Dec and Jan through your card company. Let me know if you have filed any other disputes for other months so we dont cause a conflict when I try to have our corporate finance department credit back the Master Card ending in 2116 for Aug 16, Sept 20, Oct 18, and the two charged in Jan on Jan 26 and 27 as well each for $10.99.

I will await your reply back to let me know if more disputes are coming so I dont confuse and halt the credits by entering duplicates on our end to credit after you had filed disputes for possible same dates.

**************** responded to the voicemail and we have submitted a ticket to refund charges for Aug, Sept, Oct and two in Jan back to her master card totaling $54.95 and she acknowledged that crediting back the 5 charges was acceptable. She further responded thank you. I appreciate the situation is finally resolved and closed.

Customer Answer
Date: 02/28/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:02/02/2024
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.
The Pantagraph is owned by *** Enterprises. I renewed my subscription for the electronic Pantagraph (at the invitation of Pantagraph by email) the end of December for $1 for 6 months. Two weeks into my subscription, the Pantagraph stopped my subscription. I called them, and was told I owed them money. I do not. The $1 subscription fee had been charged to my credit card (along with three other $1 charges and two $10.99 charges, which were removed after I spoke with the Pantagraph and my credit card company). They started sending my the Pantagraph via email again after 2 days, but, today, there is, again, no Pantagraph in my email. This is the 3rd time this year that the Pantagraph has overcharged me and/or stopped sending me the paper in the middle of a current subscription. What is the problem with this company?
Business Response
Date: 02/12/2024
Her digital subscription was restarted on 2/3/23 for 26 weeks @$1.00. The account balance due has been cleared.
Customer Answer
Date: 02/12/2024

Complaint: 21236756

I am rejecting this response because: Despite paying $1 for 26 weeks, I have still not been receiving the Pantagraph.

**************************************************
Business Response
Date: 02/13/2024
We show that the customer did receive and open her e-Edition this morning (2/13), but a number of the newsletters are bouncing because she is using a ******* email address. We currently have an issue with ******* throttling our emails, so a lot of ******* users are experiencing this issue. We are working with Customer.io and ******* to resolve the issue, but I do not have an estimated time of repair.

Until this issue is resolved, she can access the e-Edition by going to a previous days email or by accessing the e-Edition directly from the site at *******************************.
Initial Complaint
Date:01/10/2024
Type:Billing 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.
Have been trying to cancel online subscription to *************** since October of 2023. *** Enterprises owns ***************. They keep ******* my credit card. I have emailed, called, left messages and even sent a physical letter, yet they still keep charging my card. You are unable to cancel online. I have only logged in to try and get more information and have contacted the telephone number given to cancel. I do not want this service, nor have I used it since well before the free trial date passed.I disputed the charges with my credit card company and they were reversed. Now the *************** has re-charged those charges!! The charges for the *************** come as "*** News Subscription".I do not owe *** News anything, as I canceled before the trial expired. *** should not charge me anymore, no re-charge me for anything I have disputed.I want it in writing that I will never be charged again and that my subscription is canceled.
Business Response
Date: 01/23/2024
We called **************** and left a message. We verified with her on the voice mail that the subscription had stopped and the auto renewals had been terminated. Since she has disputed the credit card charges, we cannot refund anything on our end. We asked that she call back if she additional questions.
Initial Complaint
Date:01/05/2024
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.
My problem is with the *************** in *******, **. In August I received a bill with my name on the envelope but inside it said - ***********************, ******** Lutheran - for an ad of some kind, I believe. I called the ******* paper and told them I'm not ***********************, I don't belong to ******** and I don't get their paper. I was told they would take care of it. Well, I continued getting bills every month and I kept calling *******. Finally, they gave me an 800 number of *** Enterprises to call. I called in October and was told they would take $40 off my bill. I kept getting bills and kept calling *** Enterprises. Every time I called I got a recording that said to leave a message and they would get back to me as soon as possible. Well, as soon as possible has been over four months with no return call from them. My bill has gone from $30 to $71.80 the last bill I received because they keep adding past due charges to it. This is just terrible business practice on their part for not ever returning my phone calls. I am looking for your help to get this matter cleared up once and for all because it is so annoying getting a bill every month for something that is not mine. I'm really tired of dealing with it and getting no results. I will appreciate any help you can give me with this matter. Thank you.*******************
Business Response
Date: 01/18/2024
As suspected, the invoice received by **************** was for an ad. The invoice was attached on the wrong account. **** explained that to **************** to disregard the billing. Circulation is still double checking internally to make sure everything is correct on the advertising system. **************** has no active subscriptions. Her last subscription ended in June 2023 and the balance was written off in August.
Customer Answer
Date: 01/18/2024

Complaint: 21102499

I am rejecting this response because: I am not actually rejecting this response but questioning it. It says they told me to disregard the billing and that my account balance was written off in August. If my balance was written off, why have a gotten a bill every month since then and in January it has risen to $71.80? *** Enterprises still needs to clarify why I am still getting billed for the ad I did not place.

Sincerely,

*************************
Customer Answer
Date: 01/18/2024

Complaint: 21102499

I am rejecting this response because: I am not actually rejecting this response but questioning it. It says they told me to disregard the billing and that my account balance was written off in August. If my balance was written off, why have a gotten a bill every month since then and in January it has risen to $71.80? *** Enterprises still needs to clarify why I am still getting billed for the ad I did not place.

Sincerely,

*************************
Business Response
Date: 01/30/2024
The ad in question is actually for a church garage sale. The person from the church also has the last name of ******. The Classifieds team is going to work with Advertiser Billing to get the fees removed from Ms. ******* account and moved to the correct account.
Customer Answer
Date: 02/05/2024

Complaint: 21102499

I am rejecting this response because:
Can you please clarify - I am not fully understanding. Is this for me? Or can I disregard it?

Sincerely,

*************************
Business Response
Date: 02/05/2024
Clarification for ****** - If **************** receives one more statement in the mail, she can disregard.
Initial Complaint
Date:12/27/2023
Type:Billing 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.
Complaint about The Pantagraph subscription tactics:1. I received a letter that my subscription price would increase to $51.00 effective December 28, ******. The Pantagraph does NOT allow a customer to cancel their subscription except by phoning their **************** number, even though I have online access to my Pantagraph account. Thus, I had no choice but to call the Pantagraph to cancel. This is VERY inconvenient way to force their customers to go through the cancellation process.3. I made REPEATED calls to cancel my subscription in early December, well ahead of the December 28 deadline. Each time I called in early December I was put on hold for a long time. I did not have time to sit and have my phone tied up for that long.4. Finally, when I had returned from Christmas vacation, I had time to call AGAIN to the **************** number of the Pantagraph on December ****. I also checked my online Pantagraph account on December 26 and I was shocked to see that the Pantagraph had charged me the new $51.00 subscription fee on DECEMBER 20, NOT on December 28, as they had informed me in writing in November.So in the end, according the Pantagraph CSR, I will have paid a total of $76 for a newspaper subscription that I cancelled TWO DAYS AHEAD of the Billing Date they put in writing to me on Nov 13. 6. I told the **************** Representative on Dec 26 that I wanted to cancel my subscription AND I was demanding a refund of the $51.00 that I was charged on Dec ****. The Pantagraph CSR told me today, Dec 26, that if I cancelled my account TODAY, DECEMBER 26, I would be charged a $25 EARLY TERMINATION FEE on top of NOT being refunded the $51.00 subscription fee they charged me EIGHT DAYS AGO on Dec 20.
Business Response
Date: 01/18/2024
We spoke to ****************** by phone and told him we didnt see a $25.00 charge to his card -- he said ok, good. We also said that we would refund the $51.00 that was charged on 12/20/23 and that if he sees the $25.00 on card to give me a call back.
Initial Complaint
Date:11/30/2023
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.
The Pantagraph continues to charge my cc for subscription after I have cancelled it. This has happened several times in the past year. I have spoken with **** at the local office, but she doesn't appear to know how to cancel my subscription as the charges will be reversed, but another charge appears on my cc within a month.
Business Response
Date: 12/01/2023
We terminated the account and placed it in pending status. We will request a refund to her credit card of the payment that was taken on 11/19 of $10.99. There was a terminate on the account for 6/13/23, but the account was restarted through ********** Services at the $4.99 rate for 3 months that renewed to $10.99 after the 3^rd month. This would indicate that she (or someone in the household) signed up shortly after the terminate. Because there was a credit on the account, her credit card didnt charge until the rate went to $10.99.

Refunds to credit cards take 5-7 business days to post back to the card. We will get that to finance today to get the process started.
Customer Answer
Date: 12/02/2023

Complaint: 20933784

I am rejecting this response because: I certainly did not re-subscribe at $4.99/month, nor at $10.99/month. There is no one else in this household.

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

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Lee Enterprises Incorporated is NOT a BBB Accredited Business.