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Business Profile

Newspaper

Lincoln Journal Star
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 6 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/16/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 digital subscription with the Lincoln Journal Star. When I tried to cancel the service I noticed that there is no way to do so from their website. They force you to call a customer service number instead.

    When I called the customer service number I was on hold for two hours. I was given an option from their automated system (I was never able to speak to a human representative) to provide a callback number with the promise that they would call me back when they were able to. I left my number with the automated system. They never contacted me.

    I sent several messages to their ************* asking for help cancelling my subscription. I received only an automated response telling me to call the customer support number or email their customer support.

    I emailed their customer support and never received a response.

    Cancelling a recurring digital subscription should be an easy process, and they should have a system on their website where customers can cancel on their own, without needing to go through a seemingly nonexistent customer support call center.

    All I want is for this subscription to be cancelled. They have made the process impossible. I have only seen something like this on scam websites and it is unacceptable.

    Business Response

    Date: 09/19/2022

    Business Response /* (1000, 10, 2022/09/07) */
    I contacted customer via email on 8/19/22 and cancelled the digital subscription so there will be no further charges to the credit card. I'm very sorry for the difficulty in reaching the customer service call center and completely understand the frustrations this caused. We switched over to a new call center last Friday and customers are able to get through without long hold times. *************** is also in the process of getting the cancelation option on the website functional so it won't be necessary to call the call center. This has to be completed for all *** Newspapers so I don't have an ETA but they are working on it.
    Please let me know if I can be of any further assistance.

    Thank yuu,
    Theresa *******
    Consumer Relations Manager
    Lincoln Journal Star
    ************
    ************************

  • Initial Complaint

    Date:08/05/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 did not get a newspaper again today. This is a continuing problem. I have a daily subscription to the Lincoln Journal Star. I'm not getting the product I paid for; their customer service is non-existent, and they make it impossible to call in and have a paper delivered when you do not get one. The automated system just runs you in circles and never gives you the option to have a paper delivered You cannot call in and talk to someone in the office.

    Business Response

    Date: 09/19/2022

    Business Response /* (1000, 10, 2022/09/07) */
    I'm very sorry for the missed paper and poor customer service you received. I have extended your subscription one month due to the frustrations.
    We currently have a substitute carrier covering your route until we're able to contract a new carrier. This could potentially cause some delilvery delays but you should still receive the paper every day and by 7:30am unless there are other factors that cause a delay. We also have a new call center that started last Friday and you should be able to get through to them without long hold times. The number is the same, **************. You can also call me at ************ Mon-Fri 8am to 5pm or email our local office at **************************.
    Please let me know if I can be of any further assistance.
    Thank you,
    Theresa *******
    Consumer Services Manager
    Lincoln Journal Star
    ************************

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