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:03/06/2025

  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 received an email that my subscription price was increasing to $ 23.99 a month. I scoured the website in order to find a way to cancel my subscription, they do not have that option, which is an violation of the FTC's click to cancel law. I then called, left a message for their customer service with my name and information and shared that I wanted to cancel my subscription, I followed up with an email stating my information and that I wanted to cancel my subscription. On Feb 18, they told me that they couldn't cancel it as their "systems were down." I emailed 2 more times, 3 weeks apart and was told that their "systems were still down" and that they were unable to cancel my subscription. I have also filed a complaint with the FTC and plan to file a complaint with my bank as a fraudulent charge. I have ready in several places that there are so many others dealing with this same behavior from the Omaha World Herald.

  

  Business Response

  Date: 03/07/2025

  We’ve cancelled the account and processed refund for $23.99.

  

  Business Response

  Date: 03/11/2025

  Her account was terminated 3/6/25.

  

   

  Manual refunds normally take 2-4 weeks.

  Customer Answer

  Date: 03/11/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because:I have requested they send me evidence that my account was terminated and they have not done so.  I received varying information from the customer support that it was terminated on 3/6 then one said 3/8. Still shows active, I am formally requesting written proof. 

  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:02/22/2025

  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 did not get a paper today. It's the third time this week. I realize the weather might have played a part. Today the weather is better, streets are cleared, so I expected it today. I called but that was a waste of time, as l was unable to speak with anyone. I looked online for a way to contact them and that was a waste of time also. It seems to me that this should be a pretty simple solution, rather than contact THE BBB.

  

  Business Response

  Date: 02/26/2025

  The missed deliveries were due to the weather; the customer has been contacted, and he stated that he is now receiving the deliveries correctly. 

  
  

• Initial Complaint

  Date:02/21/2025

  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.

  After trying to cancel my on-line subscription to the Omaha World Herald on Jan 8, 2024 I reluctantly agreed to pay $59.88 for a one year on-line subscription with the agreement that I would be notified before getting charged for a renewal again.
  On Jan 7, 2025 without notice my bank account was debited $16.99. When I discovered it I was not pleased, called the customer service number at ************, eventually gave up being put on hold.
  On Feb 11, 2025 my account was debited another $16.99. When I noticed this I have tried every calling every day this week. They claim to have a major system outage impacting subscriber services. I have sent emails Tuesday, Thursday, and today Feb 21 and have received the same lame 'system issues' excuse. This has gone on far too long.

  

  Business Response

  Date: 02/28/2025

  We've cancelled this account and processed a refund for $33.98 (two payments for $16.99).

  
  

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service 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.

  Company makes it intentionally very hard (if not impossible) to cancel. They force you to call into a hotline that, for the last two weeks, has been having technical difficulties. Their system has been saying just that for this whole period, which leads to disconnected calls, operators that say they can’t hear you and hang up (I tried different phones just in case). I even tried about a month ago to cancel and everything went fine until the operator put me on hold to “finalize the cancelation”, and then disconnected me. Reading other complaints about this on here and it is not a just me problem.
  
  I get not wanting people to cancel, but this makes sure I’ll never come back in addition to telling everyone and their Grandmothers about their issues.

  

  Business Response

  Date: 02/13/2025

  Lee Enterprises is working through technology issues that caused some disruption to our day-to-day work. Our technology response team has been working with third-party specialists to fully restore our systems and investigate the nature of these disruptions.

   

  Unfortunately, our investigation has determined that the situation was the result of a cybersecurity event. We are now focused on determining what information – if any – may have been affected by the situation. We are working to complete this investigation as quickly and thoroughly as possible, but these types of investigations are complex and time-consuming, with many taking several weeks or longer to complete. We have notified law enforcement of the situation.

   

  Our newsrooms will cover this story as they would any other relevant news.

   

  We are also committed to providing only information that is confirmed to be accurate. We cannot speculate on details that remain under investigation, and we will not be able to share information that could compromise our investigation or any investigation by law enforcement.

   

  The security of our systems and the information we maintain is very important to us, and we are working with third-party support to identify and implement any additional steps we can take to help prevent something like this from happening again.
  

  All complaints have been logged and will be answered once our systems are accessible.

   

  Customer Answer

  Date: 02/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the predatory tactic to keep subscribers by making them call into a very hostile call center. That call center doesn't just happen to be relentlessly trying to upsell you while you try to cancel, uses guilt tactics to try to keep you, then hung up on you twice when they put me on hold. These technical difficulties are just the icing on the cake. Look at all the other complaints like this and their responses are all side-stepping the issue. Stop using call centers and crappy tactics to keep (unsatisfied) customers!
  

  I agreed to pay for my first 13 week subscription and would like you to keep that. If I'm charged again because I can't cancel, I will keep doing everything I can to make sure everyone stops using your service.

  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 02/14/2025

  We apologize for the delay in answering complaints received 2/3/25 and after.

   

  Lee Enterprises is working through technology issues that caused some disruption to our day-to-day work. Our technology response team has been working with third-party specialists to fully restore our systems and investigate the nature of these disruptions.

   

  Unfortunately, our investigation has determined that the situation was the result of a cybersecurity event. We are now focused on determining what information – if any – may have been affected by the situation. We are working to complete this investigation as quickly and thoroughly as possible, but these types of investigations are complex and time-consuming, with many taking several weeks or longer to complete. We have notified law enforcement of the situation.

   

  Our newsrooms will cover this story as they would any other relevant news.

   

  We are also committed to providing only information that is confirmed to be accurate. We cannot speculate on details that remain under investigation, and we will not be able to share information that could compromise our investigation or any investigation by law enforcement.

   

  The security of our systems and the information we maintain is very important to us, and we are working with third-party support to identify and implement any additional steps we can take to help prevent something like this from happening again.
  

  All complaints have been logged and will be answered once our systems are accessible.

   

• Initial Complaint

  Date:11/11/2024

  Type:Customer Service 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.

  Can not get Omaha Workd Herald (OWH) to add husband’s email to receive e edition. Verified I can have three emails to account. After seven calls to OWH customer service and a month timeframe . I need someone to help me obtain a resolution

  

  Business Response

  Date: 11/14/2024

  This customer has 3 email addresses on her account, all 3 are receiving and opening the Digital Newsletters, including her husband’s email address ***************** she provided on calls not getting them. We have added a 3-month credit to her account and it’ll not be due for payment until 06/20/25.

  Customer Answer

  Date: 11/14/2024

  
  
  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:10/22/2024

  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.

  In 09/2024, I called to cancel the Omaha World-Herald ("OWH") after receiving an email that the cost was increasing from $2.99/mo. for the digital only to $28.99/mo. I was assured that my subscription would remain at $2.99/mo. and when I asked how often I would have to call about the increase, I was told it would not change and to ignore any emails. On 10/17/2024, I noticed my credit card had a pending charge for $16.99 for the OWH. I called to cancel immediately, and to NOT charge my credit card. I spoke with 3 CSRs who offered me monthly rates lower than the $16.99, which I refused and told them repeatedly to cancel the subscription immediately. The last CSR said she would adjust it back to the $2.99 and assured me that my credit card would not be charged the $16.99 and that my monthly rate would be $2.99 with no further increases. On 10/21/2024, I checked my credit card and discovered my card was charged the $16.99 AFTER my 10/17 call assuring me that my card would NOT be charged. I immediately called the OWH and after 4 attempts, finally spoke to a CSR in the Philippines who said my card was charged on 10/16 - not true. She offered to extend my subscription up to 04/25 for the $16.99 (approx. 5 mos.). I told her to cancel and credit my account for the $16.99. She offered to extend the subscription for 6 mos. for the $16.99 and would confirm by email, which they have not. I asked how to check my subscription on the website and she directed me to the webpage where I was looking. There is no information re: my subscription terms or my payment information, and I cannot cancel online. All that is there is my name, email, and acct number. This same situation happened wth the OWH before 09/2024 when they emailed re a rate increase. They refuse to cancel, but totally lock me out of my account online to check status, etc. They lie about what they "assure" you they will do about the account. I hope the FTC law will provide recourse in dealing with the OWH.

  

  Business Response

  Date: 10/23/2024

  The account has been cancelled and refund processed in the amount of $16.99. The
  customer will have access until 11/30/24. Please allow up to 4 weeks for the refund to be
  received to her credit card ending in *****

  

  Business Response

  Date: 10/28/2024

  We've expedited the refund and it should be back on her
  card Tuesday (10/29) or Wednesday (10/30) depending on her bank.  ****** ****
  has reached out to ******* via phone (left VM) and email to assist with logging in
  and account management issues. The subscription is active through 11/30/24.

   

  Customer Answer

  Date: 10/28/2024

  
  
  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:10/05/2024

  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.

  On February 15th, I noticed a automatic payment of $179.99 was pending from the Omaha World Herald for a 6 month subscription. I immediately called to have this not happen. They said the money would be taken out but we would be refunded in 6-8 weeks. That is now 233 days ago. We contacted again on May 3rd for this refund. They said it would be processed. I contacted again on June 19th. I contacted again on July 8th. Each time, a representative said our refund would be processed and mailed within 6 weeks. We have never gotten our refund. We asked them to verify where they are mailing the check and no one acknowledges where the checks are going. On July 8th, they said the refund was processed 5/5/24. If this is the case, where is the money? I contacted again on August 25th, they said the refund was processed on 7/8/24. Still no check. Every time, they say they are escalating the issue. Still no refund. They said each check takes 6 weeks. Why does this time frame start over with each inquiry? We are out 233 days since I asked for a refund. On August 27th, they said they would expedite the refund. Still no money. Where is our refund? How can we force them to pay us back when they have just not done it since February 15th? I have the entire email chain.

  

  Business Response

  Date: 10/11/2024

  We reached out to our finance team to have this refund be included in the refund batch for yesterday (10/10/24).  However, there was an error made in how the refund was processed. We are working with the finance team to see how this can be rectified quickly and have the refund check to be mailed out asap.

   

  Please allow a time frame of 6 – 8 weeks once the refund is mailed.

  

  Business Response

  Date: 10/28/2024

  We are glad that we were finally able to get this resolved for him. 

   

  Customer Answer

  Date: 10/28/2024

   
  
  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:08/27/2024

  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.

  Newspaper makes it impossible to cancel subscription.
  They do not let you cancel online
  Everytime I call,I'm put on hold.
  When someone picks us - they keep trying to upsell me with a better rate.
  When I refuse ans ask for a cancellation - they put me on hold and never come bac

  

  Business Response

  Date: 08/28/2024

  *** ********* account was stopped August 27, 2024 when he called into the call center. He stated during the call that he had been trying to cancel since May, therefore we have requested a refund for the last 4 charges of $31.99 back, total $127.96. The refund will be sent as a check to the address on file, which is the same as on the complaint. Please provide a timeframe 4-6 weeks to receive it.

   

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

• Initial Complaint

  Date:05/07/2024

  Type:Customer Service 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.

  Every 3-6 months I have to call because you increase my rate. Every time, they tell me the rate of 4.99 is going to stay regardless of a rate increase and I won't have to worry. The last time I called, the gal gave me 3 months free and assured me it would not go up to the high price of $10+. It would stay at $4.99. Well, again, that is not true... 3rd time I've been told the special rate will stay and it didn't.
  
  I was charged the $15.99 in April, but also received an email that I would receive 6 months free. I thought... fine, I'll pay the $15.99 if I'm getting 6 months free. But today, May 6th, I was charged the $15.99 again.
  
  I forwarded the email to OWH and they have told me they cannot refund my money, but cancelled my account as June 7th. They are not even addressing the email they sent me for 6 months free.
  
  This is a scam that they are putting on with raising rates with NO communication and then saying they cannot refund anything because it's a digital subscription. I never authorized, nor signed, nor received communication about this increase.
  
  I am happy to pay for a subscription, but their continuously increasing the dollar amount without communication and then giving me 6 months free, but charging me. Poor business practice!

  

  Business Response

  Date: 05/09/2024

  We left a message for *** ****** informing her that her account has been stopped and a refund will process back to her credit card in 7 – 10 business days.

  Customer Answer

  Date: 05/14/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that they have refunded me for the last two months. I will stand by my complaint regarding their increase in monthly payments with no communication to the customer. I looked back at my payments the last two years and the first time I called to complain, it was because they had doubled my subscription price. No email, no communication whatsoever that they were increasing my subscription. In addition, they sent an email thanking me for taking advantage of six month free subscription and then do not stand by what they present. Very poor business practice. 

  We would have liked to stay a customer and work something out. But, after being told my subscription would be a set price and never go up (told this at least twice), they have proven that they only say that to get a sale. 

  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/06/2024

  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.

  Omaha World Herald is trying to charge me 130.00 for a 13 week subscription to the Sunday only paper witch breaks down to 10.00 a paper witch is more than double the cover price of 4.00 and they also want to charge me a 4.99 fee to have a renewal notice sent to my house. I have been told the price includes access to the online edition but I don't own a computer so that does me absolutely no good. I feel as though the Omaha World Herald is taking advantage of its regular subscribers especially those of us who are elderly and don't engage in modern technology. I have been a customer for over 30 years but now I will most likely cancel my subscription and have a family member pick up a paper for me or just do without. I am very disappointed at how I am being treated after being such a loyal customer for so many years.

  

  Business Response

  Date: 05/07/2024

  *** ******* negotiated a reduced rate via our customer service department.

  Please reach out to me if you have any further questions.

  Thanks,

  *****

  Customer Answer

  Date: 05/07/2024

  The Omaha World Herald Customer Care Center and the paper itself make it virtually impossible to talk to anyone locally. I have never dealt with such a terrible Customer Care service in my entire life.

  

  Business Response

  Date: 05/09/2024

  We spoke to *** ********* daughter. We provided her with the information if she needs anything going forward.