Complaints

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:03/17/2023

  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.

  I subscribed to the Wichita Eagle in July or August. In October, I wanted to cancel my subscription. On October 31, 2022 I called the Wichita Eagle helpline and went through the process of canceling my subscription. On November 25, 2022 I noticed a charge to my credit card for $***** from the Wichita Eagle. I tried calling that day, but it was a holiday and I couldn't reach anyone. On November 28, 2022 I called again. I told them that I had canceled my subscription in October, but they said something about me only stopping my subscription and that it restarted again. After trying to dispute this, I gave up and went through the process of canceling the subscription again. I also reported the November charge as fraud to my bank. The charge I owe now seems to be $*****. The Wichita Eagle has tried to collect the charge and have now employed **** **** ********* to collect the charge. The charge isn't that much and I can pay it without problem. But it's the principle at this point. I am 95% to 98% sure I canceled, not stopped, this subscription in October. The Wichita Eagle also makes unsubscribing extremely laborious, time consuming, and generally inconvenient. When I called in November, I had to wait twice for at least 10 minutes each wait, since the call was dropped or the representative hung up. It was difficult to communicate the issue and the representative was adamant that I only stopped the subscription, not canceled. Also the process to unsubscribe was ridiculously hard. They also called every two or three days to try to collect the charge afterwards. At this point, it appears like I can't even pay the late fee online through the Wichita Eagle website. If I am in the wrong, I will pay the fee. But, I don't believe I am in the wrong here. If you need documentation please let me know.

  Business Response

  Date: 03/17/2023

  Thank you for your message to The Wichita Eagle. Our records show your account expired on 11/27/22. Since the account was on an  automatic payment option and we bill in advance, the card on file was charged for the next renewal on 11/25/22. The payment was canceled on 12/5/22 per Mr. ******** request. Since the account was not stopped until 12/28/22, the account show the amount past due of $*****. After reading Mr. ******** complaint, we are sorry to hear about the problems he has been experiencing with his account. As of today, 3/17/23, the account has been cleared and shows a zero balance. Please note, this will also be cleared with *** ********.

  *** ********* is a non-reporting collection company. This will not appear on any credit report.

  Please feel free to contact us at ************ or ******************************** if you have any further questions or concerns.

  Thank you
  

  Customer Answer

  Date: 03/17/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mostly satisfactory to me. I would like to confirm that there is no outstanding balance owed at this time, 3/17/23, and I would also like a confirmation, either email or written, from the Wichita eagle that there is no outstanding balance with either the Wichita Eagle or with **** *********. This will be for my records. I appreciate the prompt response.
  
  
  
  Sincerely,
  
  
  
  John ******

• Initial Complaint

  Date:03/09/2023

  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.

  I am a long time subscriber of the Wichita Eagle. My last financial transaction with the Eagle was May 4. 2022. I paid $***** with a check for annual digital/Sunday paper delivery only subscription to begin on July 18, 2022 and to expire July 17, 2023.
  I received a letter in the mail on March 2, 2023 from The Wichita Eagle/********** from ******** ********. It states that my notice date is 2/21/2023 and that my renewal date is 3/26/2023 and a "Print Bill Fee". I wrote an email to the Eagle explaining the actual date of my subscription expiration. I received a "form" letter response saying they would get back to me in the order my email was received. In the "Required Disclosures" section of the email is concerning verbiage that I did not agree to when paying my subscription in May 2023. This included: "Payments, credits, debits and price increases can adjust your expiration date. A $0.** supply chain charge will be applied weekly. For subscribers that received a mailed renewal bill, a $**** printed bill fee will apply for each renewal period. An additional $**** fee will be added to all subscriptions for each premium edition in 2023: 7/30, 9/24, 11/23, 12/24. The same day I got a phone call from the ****** **** ***** Renewal office saying my subscription expired 2-19-2023. This differs from the renewal statement I got March 2, 2023.
  I want my contract honored. I would like to renew at the 52 week digital only price ($******) offered in the letter, but want it to begin when my current subscription ends. Can you help me resolve this? I am not alone in this concern with the Eagle, and this is not the first time I've had to negotiate the correct expiration for my previous Eagle subscriptions.

  Business Response

  Date: 03/09/2023

  Thank you for contacting the Wichita Eagle. The account for Robin ********* has been update to reflect the expiration date of 7/16/2023. Please be aware the billing is as follows on the payment options it is broken down individually into the  price of the digital and the print the total is then given on the right hand side. You can not just pay for one and not the other it is combined. We do send out notices 30 days prior to your renewal date of any price increase that will be made. All prices include additional fees by continuing service you agree to these fees. The account will be currently paid until 7/16/2023 but it will change due to the supply chain charge which is .** per week as explained in the terms of service. If you have any question you can contact our customer service department at ************.

  Customer Answer

  Date: 03/09/2023

  
  
  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,
  
  
  
  Robin *********

• Initial Complaint

  Date:02/14/2023

  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 May 20, 2022 I mailed The Wichita Eagle newspaper located now in ******** ** ***** my 1 year subscription renewal for the Daily Newspaper $****** by personal check #**** which they cashed on May 30, 2022. The written newspaper was separate from the digital subscription which I did not want or need because we do not have internet available for use in our home! We received the newspaper daily though many days it was a soaking wet paper because of rain or sprinkler system because the carrier would throw it on the paved driveway creating multiple holes in the bag around the paper causing the paper to ALWAYS wick up any moisture. We told the Eagle staff & the carrier about 30 times to throw the paper on the grass instead of the concrete to keep it dry which they did NOT do EVER DO!!!!!' I received a notice that my paper was due again in Nov 22 which was only 6 months worth of the paper so I suspect they charged for internet use also even tho the digital is PART of the Written subscription!!!!! So that is a breach of agreement & fraud to not fulfill my years subscription!!! I did not pay them any additional monies at this time! They continued throwing the Eagle to us until January 31, 2023 & so on Feb 1 I called them asking where the current issue was they then told me they would renew it if I paid an additional $*** some dollars for a year!!!!!! I said they owe us a paper to fulfill the year I did pay!!! So we cancelled!! I got a billing from them this week now asking me to pay $***** for the papers they threw to us from November 22 till January 31 this year. I absolutely refuse to pay them anything even the $*****!!!!! I just spoke to ****** Legal Services * *** *** * ***** **** **** *** ***** *** *** **** ***** ** *** ****** * ** ******** **** ******* **** *** **** ***** ******** ** ***! Ever since they moved the office out of town & moved the printing to ** the Wichita Eagle has gone to pot!!!!! Are you able to help?! Super Bowl News would be late today!

  Business Response

  Date: 02/16/2023

  Thank you for your message to the Wichita Eagle. We do apolize that the placement issue of the newspaper was not honored and the customer was experiencing wet newspapers.
  
  We sent out a renewal notice in May 2022 to Linda ****** for 52 weeks for $******. The payment that was sent in by customer for $****** was posted to the account on June 29, 2022. the payment covered service from 5/5/2022 through 11/20/2022. The account was cancelled effective on 1/31/2023 due to no payment was received for the next renewal period. The print+ digital charge is part of one bundle and we do apologize, there is no option to opt out of the digital part of the subscription. The customer account is already on a discounted rate at $****/week versus our regular published rate $*****/week. The amount owed $***** on the account is for service from 11/21/2022 through 1/30/2023. As of today we have put the account at a 0 balance owed.
  

  Customer Answer

  Date: 02/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  When we got the initial billing in May of 2022 there were SEPARATE Billings for the written newspaper & the digital!!!!!! We have NOT had internet service for a very LONG time & so the digital form has been totally useless to us whether they say they include it with the written!!!! The form they sent me had the written newspaper listed SEPARATE & so that's what I paid for!!!!!!
  
  1 year of written news to be delivered to our home ** ******* ** 
  
  Till MAY 20 of 2023!!!!! They are lying to us because they want all the money they can get!!!! * **** * ********* **** **** **** ** **** **** **** **** ******** *** **** ****** ** ********* **** ********  They need someone to bring a class action lawsuit against them for their breaching of contracts!!!!! Fraudulent practices!!!!!

  Business Response

  Date: 02/22/2023

  Thank you for bringing this issue to our attention. It's vital that we hear from our customers when they are not satisfied with the services. We received the complaint on February 21,2023 with assigned ID #*********. The rate on customers account is at a discounted rate at $****/week for delivery from Sunday through Friday. Customer is paying $0.** per newspaper Monday through Friday and $**** on Sundays. The discount equals out to a savings of **% off of the newsstand rate at $*****/week and a savings of **% off of our regular published rate for delivery of $*****/week. The full rate for 52 weeks would be $****** this includes the tax.

• Initial Complaint

  Date:02/07/2023

  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.

  We noticed an unauthorized charge of $***** to our ****** account December 20, 2022 from the Wichita Eagle. We then saw an email from ********* ******* for the same amount was also sent on December 19th. Our speculation is they retained our information from a previous subscription and somehow charged it again.
  
  I called the customer service phone number two days later and explained we never ordered a subscription. They told them me it was canceled and submitted for a refund.
  
  I called twice and was told both times a refund is submitted to their finance department. That is three calls with the last being January 30th. Even after more than a month it still showed submitted without any resolution.
  I called again today and was told there is nobody else I can talk to...not even a supervisor or their finance department.
  I asked if I could visit their office at the business location. They said that is also impossible because they do not allow customers for in-person service.
  
  Apparently the plan is to slip charges through unnoticed and hope customers eventually give up if they are caught. I consider this criminal fraudulent activity and the type of thing they should be reporting.

  Business Response

  Date: 02/08/2023

  Thank you for your message to The Wichita Eagle. We apologize in the delay in processing the refund on our end for Lisa ******. Our Terms of Service changed earlier last year and qualifying refunds can take a little longer to process. We have sent a request today to have the refund in the amount $***** processed as quickly as possible for the customer. Please let Lisa ****** know, will also need to go through her ****** account to discontinue any future payments to us as well. We apologize for the frustration this has caused for the customer. If you have any questions, feel free to contact us at ************.
  
  
  

• Initial Complaint

  Date:12/12/2022

  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 called on 11/28/22 to cancel annual subscription and requested refund. I did not authorize the subscription to continue. The Wichita Eagle had taken $*** out of my daughter's checking account without any warning. She had given her dad a gift subscription last year for Sunday and Wednesday paper, which was around $***. One of the employees (Jonah #****) I spoke with said it would 7-14 days for the refund to take place and was sending it to the finance department. I called back and spoke with another employee that day to ensure that it would be refunded to my daughter's checking and not on a credit card. I was assured that it would be. Both times I asked to speak to a person in the finance department and was told they could not transfer me.
  
  I just called today 12/12/2022 because the refund was not in her checking account yet. I spoke with Marge today and she told me that it had not been processed! She said she would process it immediately; however, it would take another 7-14 days. I'm not trusting The Wichita Eagle to do this. This is not right! We need that refund to go back into her checking account immediately.
  
  I will never ever subscribe to The Wichita Eagle again. When trying to ask for assistance, it is very difficult to get any help. There is only one number to call and it is very difficult to understand what the employee is saying - they want to get off the phone immediately.
  
  Please help get this issue resolved immediately with a refund of $***. This is a lot of money and is causing a hardship. Thank you.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 12, 2022/12/27) */
  We do apologize in the delay in contacting you back and not responding back to Nancy **** complaint that was filed by her in a timely matter. We received the information regarding the complaint effective on December 26, 2022. Notifications are sent 30 days prior if there is any rate increase on a customers account either by mail or by email. We do apologize that customers daughter did not receive the notification that was sent the week of October 18, 2022 that the rate was increasing from $****** to $****** for 52 weeks. The account for the customer was cancelled effective on December 26, 2022. I have honored a refund in the amount of $******,the credit balance that is left on the account. Please let customer know to allow 7-14 business days from todays date for the refund to show back on the credit card, the method used for the payment.
  
  
  Consumer Response /* (2000, 14, 2023/01/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will accept the $******; however, I would like it noted that we did not receive an email or letter 30 days prior to the renewal date - nor did my daughter. Also, please note that I cancelled the account on 11/26 not 12/26/22 and they still deducted $***** from the full payment. While it may be a small amount it is the principle of the thing.
  
  I find it interesting that they responded on 12/27/22 that it would take 7-14 days to refund; however, the refund was on my daughter's account on 12/28/22. I had been requesting this action for a month and kept being told 7-14 days.
  
  If it have not been for the BBB, I seriously doubt that The Wichita Eagle would have refunded anything. So thank you for helping me get this issue resolved. The Wichita Eagle's customer service and renewal policies should be reviewed - customer service is not customer service oriented and renewal policy is not ethical.
  
  Thank you again for your assistance!

• Initial Complaint

  Date:11/16/2022

  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 was billed after canceling my service. I let them no I was canceling 3 months in advance plus called them again to stop- their charging me another ***** because they kept sending the paper. I paid the bill to keep from ruening my credit. I expect a refund. The service over the last 5 months was awful. When I tried to cancel they said they were no longer refunding so I told them to stop when my subscription ran out.
  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/11/17) */
  Thank you for contacting the Wichita Eagle. We apologize for any confusion regarding this. At this time the balance on the account has been removed. We found the information that the subscriber contacted us just prior to the renewal notice to cancel. The balance of $***** has been removed from the account. We do not show any complaints for poor service the account was stopped on 11/4/22 for move out. No refund is available at this time. If you have any questions please contact our customer service department at ************.