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Business Profile

Newspaper

Gannett Newspaper Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Newspaper.

Complaints

This profile includes complaints for Gannett Newspaper Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 377 total complaints in the last 3 years.
    • 33 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:06/20/2023

      Type:Service or Repair 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.
      There is one transaction on April 24 2023, another on May 26 2023 and another attempt today June 20 2023 I unsubscribed to them on June 10th 2023 through the ****** app store where I subscribed from at first . Now somehow the *********** themselves whom is Gannett Newspapers are charging me directly I think it's some kind of fraud on ****** or their part

      Business Response

      Date: 06/30/2023

      June 30, 2023
      *************************
      ************************ Apt b
      ***********, ** 81007
      Daytime Phone: **************
      E-mail: *********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ************** and her eNewspaper subscription to the Pueblo Chieftain. Per her request her account will stop on 7/1/2023 due to nonpayment; the credit card on file was declined several times when payment was initiated. A refund will not be processed. Based on the information provided she signed up for a subscription using our website in October 2022. 

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/15/2023

      Type:Billing 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.
      A suspicious charge appeared on my credit card for a magazine subscription. I was out of the country at the billing date of this charge on 5/12/2023 so I know this is fraudulent. It appeared on my credit card bill as "GANNETT NEWSPRPR NE ***********" I called this number. There is no ability to speak to a person. It asks for your phone number and your house number. Whatever you put in, it says "we cannot locate your account based on the information entered."I can spot these frauds from a mile away and if not adjusted, I will inform the ****

      Business Response

      Date: 06/29/2023

      June 29, 2023
      *****************************
      *************************************************************************
      Daytime Phone: **************
      E-mail: *******************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ********************** and his eNewspaper subscription to Wicked Local. Per his request his account will stop on the paid-through date of 7/12/23; billing and access will cease on this date as well. A refund will not be processed.

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term. When calling customer care and pressing the 'Digital' option or the number zero will connect a subscriber to an agent. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/14/2023

      Type:Billing 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.
      Gannet Newspaper Group charged my *********** Account $14.95. I have no idea how they did this.it appears as an automatic withdrawal. I have cancelled the debit card that was used for it. I also tried to cancel with a company call cancel wizard but they ask for even more information about me that I refuse to it. Thanks for interest and help.*****************

      Business Response

      Date: 06/29/2023

      June 29, 2023
      *****************
      **************************************************************
      Daytime Phone: **************
      E-mail: *********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding Ms. **** and her eNewspaper subscription to the **************** Per her request her account will stop on the paid-through date of 7/1/23; billing and access will cease on this date as well. A refund will not be processed.

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/13/2023

      Type:Service or Repair 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 got a billing notification this morning 6/13/23 that I will be charged ***** for a newspaper subscription through Gannett, and I have one other charge from 12/13/22 for ****. Ive already called customer service and they are unable to find an account registered with my name, so I have no way of finding out which newspaper it is that I wish to cancel. I already know that getting my money back is a lost cause, I just want to be sure I will not be charged again for a service I do not use.

      Business Response

      Date: 06/29/2023

      June 29, 2023
      ***********************
      *****, ** 30605
      Daytime Phone: (310) 418-977
      E-mail: *******************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ************** and her eNewspaper subscription to the  Athens ************** Per her request her account will stop on the paid-through date of 7/13/23; billing and access will cease on this date as well. A refund will not be processed. Please note, I located ****************** account with her email address included within this complaint. 

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the entire credit card or bank account information and to accept the terms of service, which state the non-refundable policy. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/13/2023

      Type:Billing 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.
      On March 8th, 2023 & April 8th, 2023 and again on May 8th, 2023 Gannette Newspapers charged my account $14.99, which was posted and the money removed from my account at 7:25am on May the 8th. I have no idea what the charges are for and did not authorize this company to debit my account. Trying to contact them is like running in circles. I want them to cease taking money from my account! I have been trying for these 3 months to contact them via e-mail, phone calls and thru my credit card company. As of today: 6/13/2023 I am still owed credit for all 3 months they have charged my CC account --- I tried to go to the CC company for relief but they were not helping.

      Business Response

      Date: 06/23/2023

      June 23, 2023
      ***********************
      ********************************************************************************************
      Daytime Phone: **************
      E-mail: ********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ****************** and his eNewspaper subscription to the **************** Per his request her account will stop on the paid-through date of 7/5/23; billing and access will cease on this date as well. A refund will not be processed.

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the entire credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  The subscriber must check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

      Customer Answer

      Date: 07/03/2023


      Complaint: 20178741

      I am rejecting this response because: I had been a long time digital sunscribiton member for many years and wanted to cancel it. I did cancell it via a direct phone call to their subcrition office phone number back in Janaury 2023.

       

      Yet they continued to bill my credit card on file.

       

      I would call right after getting billed and they would say that you are cancelled.

       

      I would call my credit card and dispute that charge giving the credit card all the information needed.

       

      after the dispute that newspaper would bill my card again right after that dispute thus billng me 2 times monthly for those months when i was supposed to be cancelled.

       

      thus a refund of 6 months times the rate of $15.99 a month is due to me.

       

      They got away with alot of Trickery and playing a game with me.

       

      when i saw how they did it I knew their billing practices where a scam and unethical.



      Regards,

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

      Business Response

      Date: 07/11/2023

      July 11, 2023

      ***********************
      ********************************************************************************************
      Daytime Phone: **************
      E-mail: ********************

      Complaint #********

      Please accept this as confirmation we have received ******************** rejection. Based on his information, he has had three digital accounts. All of which included a rate of $1.00 for the first six months and then $14.99 per month after; please note, he was eligible for this promotion once, not three times.

      On 10/13/22, his second account was canceled. Later, on 11/4/22, he accepted the same offer and created a third account. This was submitted online by ******************, where he entered his entire credit information again and agreed to the terms of service, which include the nonrefundable policy. His bank allowed the charges to go through even after his dispute because the charges were deemed valid.

      ******************** third account was canceled on 7/5/2023. He will not receive a refund. He has been acquainted with our policies since January 3, 2022.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 


      Customer Answer

      Date: 07/13/2023


      Complaint: 20178741

      I am rejecting this response because:

       

      ******* Ii am due a refund*******************************   After I cancelled my 1st Subscription which was Print and Digital for their lack of delivery to my apartment. I never ever received 1 issuse of my Printed newspaper to my home address as i wished for.

       

      So when I called to cancell that subscriton that 1st time the salesrep offered to extend my subscription and extend that @1.00 offer due to their poor performance = not because I took advantage of some loophole = they failed to provide me with the service = I called to cancel = they offered to extend that $1.00 offer = I accepted.

       

      When i was not using the digital enough I called to cancel it.

      The salesrep again offered to extend my promotional period = I DECLINED THAT OFFER and thus this nightmare has became of them billing me monthly for $14.99 for something i have not looked at or used since Januarary 2023 --------------------

       

      I want a refund for March 2023 / April 2023 / May 2023 and June 2023 = 

       

      Please confirm that the account is indeed closed on July 5th 2023.



      Regards,

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

      Business Response

      Date: 08/10/2023

      August 9, 2023

      ***********************
      ********************************************************************************************
      Daytime Phone: **************
      E-mail: ********************

      Complaint #********

      We stand by our previous response. ****************** will not receive a refund for reasons already explained. Please note, all three accounts were started via our website. 

      Thank you. 

      Customer Answer

      Date: 08/10/2023


      Complaint: 20178741

      I am rejecting this response because:

       

      they are incorrect  ---- they renewed my trial subscritption even after I called and cancelled it.

       

      Everytime I contacted them they went along and billed my credit card without my authorization.

       

      I would never ever give this company access to my credit card information again = they practice fraudlent billing practices.



      Regards,

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

      Customer Answer

      Date: 08/10/2023


      Complaint: 20178741

      I am rejecting this response because:

       

      they are incorrect  ---- they renewed my trial subscritption even after I called and cancelled it.

       

      Everytime I contacted them they went along and billed my credit card without my authorization.

       

      I would never ever give this company access to my credit card information again = they practice fraudlent billing practices.



      Regards,

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

    • Initial Complaint

      Date:06/10/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Gannet Newspaper Group charged me $9.99 on 6/7 for a service I never signed up for .

      Business Response

      Date: 06/16/2023

      June 16, 2023
      *****************************
      Ringoes, ** 08551
      Daytime Phone: **************
      E-mail: *************************** 
                  ********************* 

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ********************** and his eNewspaper subscription to the Bucks County Courier-Times. Per ************************** request her account will stop on his paid-through date of 7/7/23; billing and access will cease on this date as well. A refund will not be processed.

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the entire credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  The subscriber must check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

      Customer Answer

      Date: 06/16/2023

      [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

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

    • Initial Complaint

      Date:06/10/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 repeatedly been charged $11.99 for a digital subscription to ********************* despite calling over a month ago to cancel my subscription. ******* on the phone said that no more charges would be found in the future on my bank account...but obviously that was a lie because I found another charge for *** ******* I want the charges to stop & a refund for at least the June charge.

      Business Response

      Date: 06/20/2023

      June 20, 2023
      *************************
      ******************************************************
      Daytime Phone: **************
      E-mail: *********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding **************** and her eNewspaper subscription to the ********************** Per her request her account will stop on the paid-through date of 7/2/2023; billing and access will cease on this date as well. A refund will not be processed.

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term. Please note, there is no prior requests for cancelation prior to receiving this complaint. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

      Customer Answer

      Date: 06/20/2023

      [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.]

      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.

      Regards,

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

    • Initial Complaint

      Date:06/08/2023

      Type:Billing 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 don't know this company and I do not recognize 4 withdrawals of money that this company Gannette Newspapers did from my PERSONAL CITIBANK CHECKING bank account:* Date: 05-11-2023 at 6:34 AM ET, they did two separate charges at that time. Each one for $9.99 * Date: 06-08-2023 at 6:39 AM ET, they again did two separate charges at that time. Each one for $9.99 * The total un-authorized charges made to my account has summarized $39.96 so far.All these charges description appear as: "ACH ELECTRONIC DEBIT from GCI NEWSPRS-** NEWSPAPER"I would really appreciate if this information could be used to fill a formal claim and then I and the rest of victims receive their money back.Thank you very much to your organization for the help!!!

      Business Response

      Date: 06/20/2023

      June 20, 2034
      ***********************
      **********************************************************
      *****, ** 34479
      Daytime Phone: ************
      E-mail: ******************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding **************** and her eNewspaper subscriptions to the Star Banner; both accounts created on our website. Per her request her accounts will stop on the paid-through date of 7/6/23; billing and access will cease on this date as well. A refund will not be processed.

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term. Please note, we have not received any contact from **************** regarding her subscriptions. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/07/2023

      Type:Billing 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.
      The **** TIMES NEWS **************** phone number listed and online contact forms DO NOT WORK. I have been trying to Cancel my subscription for two weeks. I thought I had cancelled it last month but a charge still appears on my credit card. I contacted a reporter by email twice and have received no response. I can't afford a monthly subscription and I wish to cancel the subscription.

      Business Response

      Date: 06/14/2023

      June 14, 2023
      ***************************
      *************************************************************
      Daytime Phone: **************
      E-mail: *************************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ******************** and her eNewspaper subscription to the **************** Per ************************ request, her account was terminated on 6/9/2023. 

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/06/2023

      Type:Service or Repair 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.
      As of today I've been changed a monthly fee of **** for subscription I never o authorized.. I not even sure what newspaper this company represents

      Business Response

      Date: 06/14/2023

      June 14, 2023
      *******************
      *********************************************************************
      Daytime Phone: **************
      E-mail: ***********************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ********** and the unwanted charges he has concerns about. We have reviewed his information and could not locate and account. We ask that he reply to this response with a PDF copy of his statement that shows the date, description and amount of the charge. We also ask that he provide the last four digits and expiration date of the credit card used. Once received, we will send this information to our finance department for further research. 

      Thank you. 

    Gannett Newspaper Group is NOT a BBB Accredited Business.

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