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:11/30/2022

  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 took advantage of a promotion to receive a digital subscription at a low price (possibly free, I don't remember) for a period of 6 months. After having the subscription for a short time - days or weeks - I found I didn't want the subscription any more and called to cancel; this was July 2022. In October, my credit card was charged $27.72. I didn't notice this first charge, but I did notice when a second charge appeared in November for the same amount. In the months between my call (July) and when the charges started I did not access the Globe because I assumed my account was cancelled. I did not receive any indication that I was still a customer or that I still had a subscription. I was not informed that charges would begin. In November after charges again appeared on my card, I called the Globe to determine why I was getting charged. They agreed that I had called in July to cancel, however they claim the Globe representative at the time told me that I could continue to have the subscription benefits through the promotion period, and I agreed to that statement, therefore they did not cancel my subscription. I feel strongly the miscommunication was on the part of the Globe - the fact that benefits could continue through the promotion period does not change the fact that I wanted to cancel the subscription. They will not allow me to listen to the phone call, and they refuse to reverse the charges from October and November. I feel this is a scam. It's particularly frustrating since we agree I called to cancel in July, and they will not allow me to listen to the recording of that phone call. I want the charges reversed. Whether or not that happens, I will not be patronizing the Globe in any way - through promotions, events, or website clicks of any kind - going forward. The company has apparently decided they're willing to permanently lose a potential future customer in order to collect $55.44 now.

  

  Business Response

  Date: 12/07/2022

  Hello,

  Thank you for taking the time to speak with me.  I apologize for any misunderstanding in our globe.com offer.  I appreciate your readership and if you need any further assistance, please do not hesitate to contact me directly.

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

• Initial Complaint

  Date:11/28/2022

  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 an Sunday Globe print subscription, and have not received a newspaper in 6 months. I phone almost every week, using the automated system, to report the issue. Frequently, I phone, get a supervisor, who promises to 'escalate it' with their 3rd part carrier. Sometimes, the supervisor tells me they will call back. None ever has called back. I'd like the paper delivered please, as my husband, who is older, really enjoyed it.I am told that the Globe is 'working on it'. Seriously? Pick up the phone, call your vendor, and resolve the issue.My account can be referenced using my name, phone number and address, provided with this complaint. As you can tell, I am beyond frustrated. Could you please help?Thank you!

  

  Business Response

  Date: 12/07/2022

  Hello,

  I apologize for the delivery issues you have incurred.  I have contacted our delivery manager and will continue to follow up.

  Thank you for your readership,

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

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Despite my numerous calls and escalations, this response sounds very similar to what I've been hearing for months.  When may I expect this issue to be resolved please?
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 12/22/2022

  Hello,

  I apologize for the delivery issues you have incurred.  I have contacted the delivery manager and discussed their staffing challenges.  Your account has appropriately been credited for any reported delivery issues.  You have full access to our digital content even though I have issued you credit.  I will continue to work on a resolution.

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

  Customer Answer

  Date: 12/27/2022

  
  Better Business Bureau:

  Last Tuesday, following my call on Sunday regarding no paper delivery, the Sunday paper was delivered to my porch!  Yesterday, the Sunday paper was delivered - and on Sunday too - for the first time in a long time. This is Great!  Thank you.

  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/26/2022

  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.

  The Boston Globe is harassing me with repetitive marketing tactics after I requested 6 times to stop. All of this is from poor ************************ of their Sunday newspaper carriers. I canceled. Please help me to make them STOP. I have requested on phone, an email and via **** to stop!! Thank you.

  

  Business Response

  Date: 12/02/2022

  Hello,

  I apologize for any inconvenience.  I have confirmed your request has been processed.

  Thank you for your patience.

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

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See attached 

   

   

  

  Business Response

  Date: 03/20/2023

  Hello,

  I apologize and your address is on our Do Not Contact list.  If you need any further assistance, please do not hesitate to contact me.

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

  Customer Answer

  Date: 03/20/2023

  [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.]
  Please do make sure that all future marketing di stop. Plus, Do Not Sell My Personal Information.  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************************

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See attached 

   

   

  

  Business Response

  Date: 03/29/2023

  Hello,

  I have confirmed the address has been removed from solicitations.  If you need any further assistance, please contact me directly.

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

  Customer Answer

  Date: 03/30/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************************

• Initial Complaint

  Date:11/20/2022

  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.

  For FOUR YEARS since I moved here, I have been asking that my paper be delivered to the upper level landing. The driveway is 5 car lengths long, and there is a small dip where the paper is being left (three car lengths down) that puddles in the rain. I have "reported a delivery issue" daily for the past month and a half except when we were on vacation. I have called multiple times. Last time I was either hung up on or disconnected. What should happen is that the delivery person pull into the driveway, walk up to the four stairs, walk up the stairs, across a short walkway and toss the paper onto the landing. This is not rocket science. It is customer service. I have been a subscriber for *************************************************** the puddle; my other paper (***) was wet. Finally cancelled the *** and went to online only but I can't do that with the Globe as my husband does not have internet access. when a redelivery is necessary, the paper is left at the very end of the driveway. My husband is disabled and cannot go get it and so it sits there until I get home from work. I am 73 years old and I think a reasonable accommodation is necessary here. (for a few months they had a young man named **** delivering the paper who had no problem following the delivery instructions from day one, so what is the problem here except can't be bothered?) Thank you.

  

  Business Response

  Date: 11/25/2022

  Hello,

  Thank you for taking the time to speak with me.  I apologize for the delivery issues you have incurred and will continue to work with our delivery manager on a resolution.

  Please contact me directly if you need any further assistance,

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

• Initial Complaint

  Date:11/14/2022

  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 don'trecall how I "managed" to sign up for the $1 BG subscription for 6 months around May 2022, it could have been a side offer that popped up when I paid for something else. I kept receive once a day news email from the Globe but they all go into my spam and I only saw them when I was looking for password for something else. I tried to get online again and I was not able to, and thought it was a $1 scam after all...soon I moved to another state and never got to try and gain the access. However, while I did not consider myself a subscriber, did not look like one, did not act like one, they DID - and they were waiting to charge me once the introduction period is over, as they had my credit card info. I only discovered the $27.72 credit card charge from BG when I opened my creditcard statement Nov10th. I was confused as I saw nonotification and had tolook online to find a portal where I could cancel the subscription as it was the middle of the night. At that time, they offered a $2/week deal for several months, when I declined, they offered a $1/week deal for a year and I proceeded to cancel, because I thought they could charge me even more when I forget in a year and they don't send me any notifications because they just don't. The chat was not working, so I emailed them kindly asking for a refund, for a courtesy, no response, sent another email, and the next day I I called, and they said no to full or partial refund - they don't care, go read the fine print. REALLY? Why would you want to keep a customer who does not want to stay? they make it hard - they grab $27.72 and run and by doing so, they sever the ties once and for all. Ido not understand how anhonest business could charge a customer without notifying them. This is a completely vicious PREDATORY practice solely meant to take advantage of consumers. and these days when most customers have cards on autopay and could end up paying months before they discover they had been charged. Consumer, BE AWARE!

  

  Business Response

  Date: 11/16/2022

  Hello,

  I apologize for any misunderstanding with the offer you accepted for globe.com     Your account was charged correctly as per the terms of purchase listed in the offer you agreed to.

  BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.

  I did issue you a refund for your payment.  Please allow **** days for your refund to post. If you need any further assistance, please contact me directly.

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

  Customer Answer

  Date: 11/18/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/09/2022

  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.

  Requested delivery of The Boston Globe be redirected to a second home (seasonal). Nondelivery June, July, August, September 2022. Calls were made to report this nondelivery in June, we were told they were escalating this, the first time. Our second call to Globe, on July 12, 2022, they were told that if they could not arrange for delivery, then to cancel our paper subscription. We never received any papers from June, July, August or September to ***********************************************************. We never received as return call from The Globe to update their status of escalating this issue, or to inform us of other options. To our surprise, we were billed $78.40/monthly. In follow up phone call with supervisor **** on 9/29/22, he credited us 7/1-7/12, 14 days. We were told that we had not called in nondelivery and that window to do so had been missed. He was told that instructions were to cancel delivery if delivery could not be made to this ** address. I have spoken to supervisor ****** on October 6 explaining the situation. He told me he was escalating this so someone would look into this. He told me our instructions on canceling the paper were not "specific enough"! I called ****** back on 10/12/22 to get the status of his request to escalate this, he told me his email did not get a response, but he was sending another email to billing and that he would call me back in 1 week. He did not call be back on 10/19/22, and I waited. I called ****** on 11/9/22, he once again ended the conversation saying he was "going to report it to the team, requesting a 3 month refund, to see if it was possible for a refund." I have requested he pass me on to his supervisor, but he has not. And then I said I was filing a complaint with the BBB, as so many of the Boston Globe conflicts seem to have gotten resolved once they got involved.

  

  Business Response

  Date: 11/11/2022

  Hello,

  Thank you for taking the time to speak with me today.  I apologize for any inconvenience you may have incurred.  I have confirmed your Boston Globe account has the proper credit extensions for the missed deliveries.  If you need any further assistance, please contact me.

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

  Customer Answer

  Date: 11/12/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/17/2022

  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.

  On March 14, 2022 I started a 6 month $1.00 trial for the on-line edition of the Boston Globe.Cancel date if not going to continue was 9/14/22 We cancelled 9/7/22.Received letter confirming the confirmation on 9/7/22.Globe billed us even though we cancelled 1 week before the cancellation deadline.My Amazon Chase statement reads: 09/05 Boston Globe Subscrpt ************ MA *****

  

  Business Response

  Date: 10/19/2022

  Hello,

  Thank you for taking the time to speak with me.  I apologize for any misunderstanding.  Please contact me directly any time I can be of assistance.

  Thank you for your readership.

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

  Customer Answer

  Date: 10/19/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/14/2022

  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 called Boston Globe customer Service # ************** on 10/13/22 talked to ***** (ID ****, who declined me to give his last name) about waiving $27.72 charges to my credit card on 08/08/22, 09/05/22 & 10/03/******** times although I cancelled my digital Subscription (dated 2/15/22) $1 for 26 week before it was ending through the Boston Globe App. I also verified that I was no longer able to access any Boston globe digital article.When checking my credit card statements recently found these unauthorized charges above.For these 3 charges Boston Globe did not mail or email a single statement to me saying that your subscription is renewed. This is a deceptive business practice.I am requesting you again to wave these charges & credit my credit card.When ask for Transferring to supervisor after a brief ************************* claim he is the supervisor declined to waive these charges. So I am asking help from BBB. This is a common business practice to send to their subscriber monthly statement every month & any renewal notice. They did not. If Boston Globe app is not registering cancel request, subscriber should not be responsible for unauthorized charge.

  

  Business Response

  Date: 10/19/2022

  Hello,

  I apologize for any inconvenience you may have incurred.  I attempted to reach you via phone, but received a mailbox full message.  Please see a separate email I sent to you with my direct contact information if you need any further assistance.

  Thank you for your readership,

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

  Customer Answer

  Date: 10/26/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/08/2022

  Type:Delivery 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 mother has been a Boston Globe subscriber for her entire adult life. She is now 92 and moved into memory care back in July. She has not received her paper since she moved. I have been calling sometimes multiple times a week to resolve the issue. I have spoken to multiple supervisors who all tell me they are working on it and it has been escalated to upper management as well as other resolution departments. More than one person has told me that it is an issue with a 3rd party delivery service, but if they cant resolve it with the service then they have a department that will deliver it. They have told me it will be resolved in a day or two. Ive been hearing that for over 2 months. They have told me to stop calling, but when I didnt call for two weeks I was told If I dont call they think the issue is resolved. *** also been told over and over that they have credited us for the missed papers, yet we continue to be billed. My mother has dementia. This is the anchor of her day. I want this resolved. Can you please help get my mom her paper?

  

  Business Response

  Date: 10/18/2022

  Hello,

  I apologize for any inconvenience you have incurred.  I left you a voicemail with my direct contact information if you need any further assistance.  I have contacted our delivery manager and will continue to follow up on your mother's delivery.

  Thank you for your continued patience,

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

  Customer Answer

  Date: 10/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

   

  Hello ***** - 

   

  Thank you for your response here. I received your message and have left you 3 messages since then (including the day you called), but have received no response. As I said in my first message on Tuesday, I spoke to the front desk where my mother lives to get the story from their end. The paper finally started coming last Saturday. It came for 2 or 3 days, but had no name on it so they didn't know who to give it to. Then, it stopped coming. No paper came on Tuesday and possibly Monday also.  Additionally, we are still getting billed. She needs her paper, please. And her name has to be on it so they know who it belongs to. Please call me so we can resolve this. I am in **********, so I am 3 hours behind you. Please call after 8 am my time.

   

  Best,

  ****

  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 10/28/2022

  Hello,

  Thank you for taking the time to speak with me.  I apologize for any inconvenience you incurred.  I have spoken to the front desk, confirmed delivery, provided my direct contact information and will continue to follow up.

  If you need any further assistance, please do not hesitate to contact me.

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

• Initial Complaint

  Date:10/05/2022

  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 signed up for the $1 for 6 months discount (though after signing up, I could not recall how many months the subscription was free) around December 2021. I receive several daily emails from the Globe about breaking news and articles. However, they never sent me anything about charges related to this subscription (either by mail or email). I only discovered that I had been charged $27.72 five times since June 2022 when I noticed a charge on my credit card today. I then had to search online to find a portal where I could cancel the subscription. At that time, they offered a $1/week discount for the next year--probably to see if they could squeeze more money out of me when I forget in a year about the subscription and they don't send me any notification!I do not understand how they can charge me without notifying me by any method (mail, email). This is a completely predatory practice meant to take advantage of consumers.

  

  Business Response

  Date: 10/06/2022

  Hello,

  I apologize for any misunderstanding with the offer you accepted.  Below is the disclosure statement listed in the offer you signed up for, as well as, included in our welcome emails sent with the terms of purchase.

  BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.

  I have confirmed your globe.com account was cancelled as per your request, and your October 3, 2022 payment was refunded to your credit card.

  If you need any further assistance, please do not hesitate to contact me.

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

   

  Customer Answer

  Date: 10/09/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for the response, the details of the subscription, and at least refunding me for the month of October. You noted that the details of the subscription were "included in our welcome emails sent with the terms of purchase." However, I searched my emails on and around the time of starting the subscription (12/19/21) and I could not find a Welcome email with the terms and the conditions of the offer. Therefore, it is inaccurate to say that I received that email. Do you know if there is indeed an email should have been sent?

  I know from reviewing other BBB complaints that I'm not alone with being disappointed with this offer--and I will not be the last. It seems that the Globe does not sufficiently communicate via email when charges occur. Knowing that, will the Globe now email customers who have a subscription via this offer when their trial ends and when each charge is made? (And when it begins as there does not seem to be a welcome email?)

  Thanks.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 10/18/2022

  Hello,

  I apologize for the misunderstanding in the terms of the offer you accepted.  The disclosure statement is located on the bottom of the sign up page, as well as, the second page and it is also stated in the total section.

  Today's Total:
  $1.00
  At the end of your introductory period, continue on the weekly rate of $6.93.

  BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.

  Welcome emails are sent and our customer service department is open 7 days a week.

  Thank you for your readership,

  *****