Complaints
Customer Complaints Summary
- 63 total complaints in the last 3 years.
- 19 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/08/2025
Type: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 reached out to Omaha World Herald on February 8, 2025 through their contact email and requested that my subscription by canceled immediately, effective that day. I received an email response the following day that said "
Per your request, we have stopped your delivery as of your expiration date. Your business is important to us and we look forward to having you back as a subscriber".
However, I continued to get charged THREE more times. I called them on April 11, 2025 to be reimbursed and have my subscription ACTUALLY canceled. I spent 8 minutes on the phone with them. They assured me that my subscription was canceled and that I would not continue to be charged. I watched my statement, and did not see any charges so I was hopeful that the problem was solved. However, yesterday I received a bill in the mail saying I owed 36 dollars and some change for my subscription, which included a late fee. I am so tired of this. I should not have a balance on an account that SHOULD BE CANCELED. Horrible customer service and it seems they are trying to scam their "customers".
Business Response
Date: 06/12/2025
This account was stopped on 04/13/25. It wasn’t cancelled 02/08/25 because we were experiencing a system outage at that time. Two payments of $14.99 came back as a chargeback causing the overdue balance and the notice. The balance was waived by customer service 6/10/25 and the balance of the account is now $0.
Customer Answer
Date: 06/12/2025
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:05/19/2025
Type: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.
Omaha World Herald makes it difficult to cancel subscriptions. First they were hacked and told me they weren't able to cancel any subscriptions. Now I've called 4 different times and have not been able to get a hold of anyone to cancel my account.
I'd like a refund of at least 2 months, since I wanted to cancel 3 months ago but haven't been able to.Business Response
Date: 05/21/2025
We cancelled the account and submitted a refund for $33.98 (two $16.99 payments). Please allow up to 4 weeks for processing.Initial Complaint
Date:05/01/2025
Type: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 cancelled my subscription on Jan 25, 2025, after they doubled my digital rate from 10.99/ month, to 19.99, without any notification. I went thru 2 people, for 35 minutes swearing at them, after 30 minutes of them talking over me, and not listening to me. finally I was told my cancellation would be effective Feb 24,2025.
I kept getting emails, with my digital edition, WHICH I NEVER OPENED, FROM 2/25, UNTIL TODAY, 5/1/25!!!!!!!!!!! i SEEYT UP MY EMAIL SO EVERYTHING FROM OMAHA WORLD HERALD GOES TO SPAM.
They WILL NOT STOP. I HAVE PRINTED ALL OF THEM, SO I CAN CLEAR SPAM.
I am 86 years old, and afraid I will wake up up one morning, and find that I have been charged automatically for these issues, that have never been opened. This has become a major stress issue for me. these are heartless, ruthless people,, that prey on their customers. please help.
IBusiness Response
Date: 05/06/2025
All his information has been placed as DNC on our dialers, newsletters, marketing/retention efforts, as well as marked as DNC on this account.Customer Answer
Date: 05/08/2025
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:04/21/2025
Type: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.
see attached
I have been a world herald subscriberBusiness Response
Date: 04/21/2025
The refund for $84.45 was issued on 04/14/25. Please allow up to 4 weeks for processing.
******* ******
Initial Complaint
Date:04/15/2025
Type: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 trying to cancel my subscription to this company. The website states you have to call to cancel the service. I have called 3 times this morning and I have been hung up by an agent that works for the company all 3 times.Business Response
Date: 04/21/2025
The account has been cancelled and a refund of $39.98 will be issued, please allow up to 4 weeks for processing.
Customer Answer
Date: 04/23/2025
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:04/07/2025
Type: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 called and cancelled my subscription to the newspaper on Jan 22, 2025. They charged my credit card on 2/12 and 3/11 for 14.99 each time. I contacted the paper on Feb 7, 2025 to cancel subscription. Contacted the paper again on march 22 about the 2/12 charge and then on march 25 about the 3/11 charge. On March 25, they finally cancelled subscription and told me that my refund would be processed by the end of week (March 28). As of 4/7/2025, I have not received a refund and talked to the paper again, on 4/7/2025. They now say they could not process refund since they have no credit card on file, and it will now take 60 more days to process the refund. This is unacceptable since both transactions were unauthorized.Business Response
Date: 04/10/2025
This account only has $14.99 to refund, the refund was internally requested 4/8. Please allow 2-4 weeks to be received.
I wanted to give you all the information for this customer since he was recording the March and April calls on his end and the agents promised him a $30 refund.
Calls:
02/07/25 (did not hear he was recording) - He wanted to cancel at expiration, but the system was down. He said he didn't want to be charged for anything. The agent took his information and stated that we'd cancel the subscription after the expiration date.
02/25/25 (did not hear he was recording) - He was very escalated already because he was charged $14.99 on 02/10/25, said we stole from him, and said when he hangs up, he'll call the police because this is now theft. He would not let the agent talk and the call was disconnected.
03/22/25 - he mentioned this date in the complaint but there is no call from him, unless he called from another number.
03/25/25 (he was recording) - He called to cancel, and requested the two charges to be refunded, and specifically asked for confirmation that we'd refund the $29.98. The agent confirmed this because she missed the chargeback, and she stated we'd refund $30 instead of the $29.98. She provided the correct timeframe of 2-4 weeks; he escalated over that on the call and requested a supervisor. The agent placed him on hold and then told him we'd prioritize this and he'd receive the refund in a week. No refund was requested by this agent.
04/07/25 (he was recording) - The first agent advised him that we couldn't refund back to the card, it had to be a check and confirmed the refund would be fore $30 (again missing the chargeback). He escalated to a supervisor. She also missed that a payment was already showing on the account as a chargeback and we only had $14.99 to refund. She advised him that we already processed the refund for $30. No refund was processed by her either. In addition, he requested to be placed on the DNC list and if we call him to renew that he'll turn it over to the state. I did not get that request escalated, but we've now placed him on all our DNC lists for phone, emails, and mailouts.
Initial Complaint
Date:04/02/2025
Type: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.
Signed up for an online subscription during a $1 promo. After that ended I learned that the subscription would cost $19.99 and was charged for my first month. Attempted to cancel my subscription after learning the monthly price going forward. Unable to cancel online. Called the only phone number on their website to cancel my subscription and the phone number was “out of service” or “experience technical issues” for 3 weeks straight. Tried emailing their customer service and was told they couldn’t do anything and to just keep attempting to call the phone number. I was unable to connect with a single person to cancel my account.
Our card on file ended up being stolen and our bank closed the card. I then received phone calls twice daily for 2weeks from Omaha World herald attempting to get a new payment card on file and was told I had a past due balance of $17 owed. I informed them that I’ve been trying to cancel my account since January and I refuse to pay any further balances and they said they’d place a “note on my account” stating this…I’m not sure what this means and am concerned they will try sending this $17 bill to collections based on how secretive the company has been regarding any attempts to contact them.
Absolutely terrible customer service and concerning policies/procedures on how a customer is actually supposed to be able to cancel a subscription.Business Response
Date: 04/08/2025
The account has been cancelled and the outstanding balance in the amount of $20.76 waived. Ms. ***** will not receive any further calls from us. Please note, Lee Enterprises, Incorporated/Omaha World Herald does report subscription balances to collections agencies.
Initial Complaint
Date:03/13/2025
Type: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.
Process to cancel a Omaha World herald subscription was nearly impossible. No online process, I called the phone number and the systems were either down or wait times were in the hours. I did not get an answer back from the email I sent.Business Response
Date: 03/17/2025
This account has been cancelled, and we have processed a refund for $53.97. The complaint stated $55, but his payments add up to the $53.97.Initial Complaint
Date:03/11/2025
Type: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 tried to cancel my subscription last year when the rates rose from $5 for digital only content to $29.95. The over seas agent reduced it down to $5 again, and she stated it would be a permanent price, so I accepted. A couple months later, the price rose again, so I have been trying to cancel this for six months. I have been hung up on because “she couldn’t hear me,” or they hung up after the call finally went through. Most recently, “the system was down,” and she took my information, and was going to cancel it once it came back up….never happened, and I was charged again a couple days ago. This is a scam, and I want my money refunded and subscription cancelled, immediately.Business Response
Date: 03/13/2025
We have cancelled the account and processed a refund of $119.94 for the last 6 months of payments.
We’ve searched for hang up calls from the number on the complaint and on the account: ************. Call September 5, 2024: The agent answered the call, but the customer was not heard. The agent followed our process and disconnected the call after a minute of no response from the customer. Call February 12, 2025 this was answered and he was advised we had the system outage. There are no additional calls found from this number - to check if agents were hanging up on him.
Customer Answer
Date: 03/17/2025
Complaint: ********
I am rejecting this response because: I have not received a refund as stated in the response.
Sincerely,
******** ********Business Response
Date: 03/27/2025
the refund was processed 03/24/25 at the end of the day. Its only been 1 business day, maybe give them until the end of next week to be received (02/04/25).
Initial Complaint
Date:03/07/2025
Type: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 Omaha World Herald has a borderline fraudulent system when it comes to canceling your subscription. First off, they do not let you cancel your subscription online. I assume this is to make it harder for people to cancel for convenience. That is not unusual. However, for the last two to three weeks I have been trying to cancel my subscription over the phone but the Omaha World Herald continually says their system is under construction and they cannot cancel anything. I have attempted to cancel by email, over the phone and nothing has worked. You can manage your subscription, add accounts, and do literally everything but cancel online. And now you are unable to cancel your subscription in anyBusiness Response
Date: 03/11/2025
We've cancelled the account and opted to refund the $19.99 charge, the only payment after the $1 promo.Customer Answer
Date: 03/11/2025
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,
****** **********
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