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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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Gannett Newspaper Group has 4 locations, listed below.

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    Customer Complaints Summary

    • 376 total complaints in the last 3 years.
    • 34 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:05/10/2023

      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 May 8th Gannette Newspapers charged my account $14.99, which was posted and the money removed from my account at 7:25am on May the 10th. 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! As of this instant, not another *****!

      Business Response

      Date: 05/15/2023

      May 15, 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 ****** **************** his account was located using the phone number listed in his complaint. Per his request his account will stop on the paid-through date of 6/7/23; 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 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 ** 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:05/10/2023

      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.
      Gannett Continues to charge my Executives card, after months of me trying to contact someone to cancel. We have disputed the charge over and over with AMEX because NONE of your phone lines work. No one picks up a phone or responds back. We Want this subscription canceled and no further charges or contact from this comapny. The minute we get the credit you all charge the card again. This is fraudulent behavior and absolutely criminal! I would like to be contacted, and this subscription canceled for Good!

      Business Response

      Date: 05/16/2023

      May 16, 2023

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

      Complaint #********

      Please accept this as confirmation we have received **************** complaint. Unfortunately, we are unable to assist ************** with the information she provided. To research her complaint, we will need her to provide the name of her executives name, email addresses (including personal), phone number, address and any other information that would help locate their account.

      The charges are given back to the publication because the bank has rendered them accurate based on the communication with our finance department.

      Once the requested information is received, I will be able to address her concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:05/09/2023

      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 keep getting an $11.99 charge from this company every month. I believe it is for a newspaper subscription that I did authorize last year at a promotional rate of $1.00 for the year. My year at the promotional rate was up in April so I called in March to cancel but am still getting charged $11.99 per month. I have called back many times only to be told that they have cancelled my subscription and they can't do anything else for me.

      Business Response

      Date: 05/17/2023

      May 17, 2023
      ***************************
      84 *******************
      *****************, ** 11735
      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 stopped on 5/10/23; billing and access ceased on this date as well. A refund will not be processed. There are no prior cancellation requests on ********************** account. 

      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 ** 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:05/08/2023

      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 am being charged $11.99 on the 8th of every month. I called and spoke to a CSR, and she could not find my information as far as name, phone allowing this Gannett Newspaper to process my card. I never gave them my credit card information. She told me to contact my local newspaper, which is so wrong. I would never pay for a newspaper subscription when I can get my news info for free. I tried calling back the number ************ and it is virtual, and they as well cannot find my phone number or name. I would like this charge removed immediately. I will be speaking with my bank (fraud department) to make sure this doesn't happen again. Unfortunately, I have to cancel my card and have one re-issued.

      Business Response

      Date: 05/16/2023

      May 16, 2023
      ************************************ (listed on account)
      Optional stated
      Optional Stated, ** 03801
      Daytime Phone: ************ (listed on account)
      Email: ******************* (listed on account)

      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 will stop on her paid-through date of 6/6/23; billing and access will cease on this date as well. A refund will not be processed. Please note, ********************************* account was located using all the information she provided within this complaint. Calling her local paper as instructed she would have connected her to an agent that would have found her account by only her phone number; which is the typical first option of locating an account. Her zip code provided is located in **********, ** making the ***************** her local newspaper. 

      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:05/04/2023

      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 was charged $14.99 for a subscription to a newspaper of which I do not even know the name. When I called to inquire, they told me I had to make copies of the front and back of my credit card statement and call a different number to get a refund. They couldn't tell me where the subscription came from and when I said I wanted to cancel, they told me that they don't have a record of me having any subscription. If they charged my card, then they should have a record of it and they shouldn't need copies of my credit card statements, and if I was charged for a subscription to one of their newspapers, they should be able to tell me which one. They are not getting any copies of anything that contains personal or financial information. This sounds like a scam.

      Business Response

      Date: 05/17/2023

      May 17, 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 **************** request her account will stop on the paid-through date of 5/18/23; 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:05/04/2023

      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.
      There is a charge on my company card that was never authorized, I have absolutely no idea who these criminals are ?Just like a soft charge testing to see if they can go get a larger one next .This c*** seems to be happening every couple of months now . I hav had to get new cards twice in the past year . Please extinguish this company, total fraud .

      Business Response

      Date: 05/19/2023

      May 19, 2023

      *****************
      ****************************** I
      **********, ** 28405
      Daytime Phone: **************
      E-mail: **************************************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ************** and his cancellation request. We asked that he respond with the type of card charged and the last four digits of the card used. Unfortunately, we were unable to locate an account with the information he provided. There is an account under a different first name, the same last name and the same city and zip. Once we can confirm the card used, we will be able to terminate his account.

      Please note, full credit card information is provided to ** when a subscription is started. One of our digital offers is $1.00 for the first six months of access and $9.99 (plus any tax) each month thereafter.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 


    • Initial Complaint

      Date:05/02/2023

      Type:Sales and Advertising 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.
      This business makes cancelling their service nearly impossible. I emailed asking to cancel my account and was told I had to cancel by phone, when I asked why I couldnt cancel by writing or in email I got not response. Then I called and they had limited hours because they require you to talk to a customer service rep to cancel so the times I was able to call no one was available. Then when they are open you have to sit on hold waiting for a representative. Then when I finally got ahold of a representative I had to repeatedly say I just want to cancel. Because she kept trying to continue to sell me a subscription! It took me weeks and multiple emails and calls to cancel. By the time I finally cancelled I had a subscription payment pending. So I asked for that to be cancelled as I had proof that I spent weeks canceling. I was told they cant give refunds. I will never sign up for a subscription from any part of this company ever again because I do not want to get stuck in a cancellation loop again! It should not be this hard to cancel a service.

      Business Response

      Date: 05/19/2023

      May 19, 2023

      ***********************
      *************************************
      ******, ** 48867
      Daytime Phone: **************
      E-mail: ********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding **************** and her cancellation request. We asked that she respond with the publication and her account number; this can be found in the account management portal when logged in. Unfortunately, we were unable to locate an account with the information she provided.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 


    • Initial Complaint

      Date:04/27/2023

      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 have been billed ***** for years and have not been able this convince the company or my bank to stop the withdrawals. I dont know how they got my info and I have never received a digital newspaper from Gannett.

      Business Response

      Date: 05/16/2023

      May 16, 2023
      *************************

      ** 40515
      Daytime Phone: **************
      E-mail: ******************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding **************** and his subscription to the Oklahoman. Per ******************** request his account will stop on the paid-through date of 6/15/2023; billing, delivery and access will cease on this date as well. A refund will not be processed. **************** started his subscription on 6/30/2019 with one of our crew members. 

      All subscriptions are a non-refundable service. The only way to start a digital or home delivery 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. Based on his account, there has not been any contact initiated with the publication; his name, phone and email address were used to locate his account. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:04/27/2023

      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.
      My bank account is being charge numerous times through the month for $11.99. I did not set-up a subscription to any newspaper and want this immediately cancelled and refunded. I did a free trial in January and I have been getting charges ever since.

      Business Response

      Date: 05/16/2023

      May 16, 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 will stop on her paid-through date of 6/9/23; billing and access will cease on this date as well. A refund will not be processed. Please note there has been no direct contact initiated between **************** and the publication. 

      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 ** 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:04/26/2023

      Type:Product 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 have been trying to cancel this subscription for over a year. I cannot get any answers from their website or phone number. It is very difficult/impossible to connect with them to cancel.

      Business Response

      Date: 05/16/2023

      May 16, 2023
      ***************************
      *************************************************** 02339
      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 will stop on the paid-through date of 6/3/23; billing and access will cease on this date as well. A refund will not be processed. Based on her account, there has been no contact made with the publication. When a subscriber calls customer services and chooses the 'digital' option they are immediately placed in a queue to speak directly with an agent. 

      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 

    Gannett Newspaper Group is NOT a BBB Accredited Business.

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