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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:07/01/2024

      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.
      They took 19.99$ out of my cash app account without my permission.

      Business Response

      Date: 07/02/2024

      July 2, 2024

      *****************************
      ********************************************************************************
      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 Oklahoman, account #**********. Per ********************** request, the account will stop on his paid-through date of 7/30/2024; billing and access will cease on this date. On 12/31/2023, ******************** signed up on our website for a promotional offer of $1 for 6 months converting to $19.99 on 6/30/2024. The credit card that was charged was the one that ******************** provided at the time he signed up. He agreed to our disclaimer and terms of service at that time, or the subscription would not have become active. Those terms clearly stated that the card would be charged $19.99 when the 6 month period was over.

      *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. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 07/02/2024


      Complaint: 21926179

      I am rejecting this response because:



      Regards,

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

    • Initial Complaint

      Date:06/28/2024

      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.
      Got charged ***** for a subscription.By Gannett Newspaper. *************** star) One that I know I tried for a $1 but called and cancelled. Yet they say I didnt. Then on 6/24/2024 charged me *****. They say tgey dont refunded digital. How is that legal? So if youve ever had an account they have your number and can charge you and refuse to refund. Thats a whole lots of money they are stealing. Yet you guys say they resolve problem by cancelling acct. I have cancelled my card so that they can not do it again. In the past the bogus charges have been 7.99 or 8.99. I cant believe the BBB is letting them do it. There are thousands of people with the similair problem all over the internet. Reddit BBB site and other places. Shame on you.

      Business Response

      Date: 07/01/2024

      July 1, 2024

      ***************************
      ******************************************************************
      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 ************** Star, account #**********. Per ********************** request, the account was stopped on 6/25/2024. On 11/21/2023, ****************** signed up on our website for a promotional offer of $1 for 6 months converting to $19.99 on 5/21/2024 using the email address ********************** There will be a refund of $17.32 issued back to her credit card as a courtesy. There is no record of an incoming call on the account requesting cancellation. All of our calls are recorded for training purposes and noted on the 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. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:06/24/2024

      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.
      They have been taking money out of my account for months. It was a free trial then I cancelled but they continued to take out $9.99for months and now $14.99 and I can't get ahold of anyone to cancel again.

      Business Response

      Date: 06/25/2024

      June 25, 2024

      *************************
      **********************************************************************
      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 ********** News, account #**********. Per ************************ request, the account will stop on her paid-through date of 7/19/2024; billing and access will cease on this date. ******************** signed up on our website on 9/19/2022 for a promotional offer of $1 for 6 months converting to $9.99 on 3/19/2023 under the email address ************************ She has since had a rate increase to $14.99 beginning 5/19/2024.

      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. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:06/13/2024

      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 a ***** charge from GCI newspapers and I do not know what it is for. I have not subscribed to anything and I dont want any newspapers. Please remove and cancel me from whatever this is for.

      Business Response

      Date: 06/14/2024

      June 14, 2024

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


      Complaint  #********

      Please accept this as confirmation that we have received a complaint from your offices regarding *************************** and her eNewspaper subscription to the Worcester Telegram and Gazette, account #**********. Per ******************** request, the account will stop on 6/15/2024. On 11/28/2023, **************** signed up on our website for a promotional offer of $1 for 6 months converting to $19.99 on 5/28/2024 using the email address ******************** After further review, we found that **************** has 2 other active accounts, one which she has had since before our system change in November 2021. The active account number is #********** for the rate of $11.99 per month (since prior to November 2021), and the other, account #********** she started on the website on 7/16/2022 for the promotional offer of $1 for 6 months converting to $11.99 on 1/16/2023 and increasing to $14.99 on 3/18/2024 under the email of ******************** Promotional offers are for brand-new subscribers only. This is clearly stated at the bottom of the subscribe page of our website. The digital rate for our subscriptions is now $19.99 per month so we have left her original account active and canceled both of the other accounts since she still has a low rate of $11.99 per month with that account. If she wishes to cancel that subscription, she will need to contact customer service at ************ or ************ and give them the account number ********** as it is the only account still active at this time.

      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 subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:06/12/2024

      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 am being charged $14.99 a month for a subscription to the ******************* I have called several times to cancel but no luck. Appears on statement as: GANNETT NEWSPRPR NE *********** IN ***** US.

      Business Response

      Date: 06/13/2024

      June 13, 2024

      *****************************
      *******************************************************************************************************************
      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 ******************* account #**********. ******************** signed up for this account on our website using the email address ********************* before November 2021. We changed digital systems at that time so the exact date is not available to us any longer. We located an email from ******************** in the system requesting it be canceled in March 2024 and unfortunately, it did not get canceled as it should have. We have stopped the account and will refund ******************** retro to the first cancel request date of March 20, 2024. We sincerely apologize that this did not get taken care of earlier.



      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:06/03/2024

      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 never subscribed to a gannet media. i got a ***** charge and i dont know how to cancel it. i dont want anymore charges to my account.

      Business Response

      Date: 06/10/2024

      June10, 2024

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

      , OH 45601
      Daytime Phone: (740) 600-030
      E-mail: **********************

      Complaint #********

      Please accept this as confirmation that we have received a complaint from your offices regarding ********************* and his eNewspaper subscription to the ******************** ************ signed up on our website on 12/3/2023 for our promotion of $1 for 6 months converting to $14.99 on 6/3/2024 under the email address *********************** **************** subscription has been terminated due to the payment cancellation through his financial institution.

      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. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:06/01/2024

      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 tried for 3 months to have **************** to stop paying Gannett because I do not have a subscription to any newspaper or magazines. I am 80 years old on ss and called them with no contact their phone does not take incoming calls. **************** did not do what I asked to cancel any payment to them also. They never investigated. I am at a loss on how to stop this false subscription cost of ***** a month. I am now out almost 60 dollars. Please help

      Business Response

      Date: 06/10/2024

      June 10, 2024

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

      Complaint  #********

      Please accept this as confirmation that we have received a complaint from your offices regarding ************************* and an eNewspaper subscription to the Worcester Telegram and Gazette, account #********** in the name of ***************************. The email address used to sign up was ************************ **************** signed up on our website on 8/22/2023 for a promotional offer of $1 for 6 months converting to $19.99 on 2/22/2024. We have reached out to **************** leaving a voicemail and asked that she return the call. If she wants to cancel this account, she can contact customer service at ************ or ************ and give them the account number supplied above to locate the 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. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 06/28/2024


      Complaint: 21790362

      I am rejecting this response because:I just was charged again from this company 9.95 on my ****************** I need help stopping them from illegally charging me for something I never ordered. This company has been doing this for years to people and class action suits are every where on the internet. I called this company and they told me I have no account with them but keep charging me. I am 80 years old with now health problems please stop them from scamming every one
      Sent from my iPhone



      Regards,

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

      Business Response

      Date: 07/02/2024

      July 2, 2024

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

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ************************* and the newspaper subscription under the name of *************************** to the Worcester Telegram and Gazette, account #**********. In our previous response dated 6/10/2024, we asked that *************** please contact customer service at the numbers provided, if she wished to have the subscription under *************************** canceled. No cancel call was made and the system again charged the account on 6/24/2024, 14 days later. We have canceled the subscription immediately and as a courtesy, refunded the charge from 6/24/2024 back to the credit card on file. 

      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. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 07/09/2024


      Complaint: 21790362

      I am rejecting this response because:


      At no time we had subscription with them. I have and my husband have been away from MA for 22 years, we are in ** and could care less what goes on. Thank you
      Regards, *************************

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

      Business Response

      Date: 07/11/2024

      July 11, 2024

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

      Complaint #********

      As per our earlier response, the account was started on the website through the email ************************ and the credit card information was provided at that time, including the security information on the card for verification. We have refunded the last charge that was made on the account as a courtesy. If you feel that fraud has been committed, you would need to contact your financial institution and report it to them. In order for the account to have been created, the email address of the person creating it would have been verified by the website and system.


      **DISCLAIMER**

      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 subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:05/17/2024

      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.
      I was billed on my amx and did not request the gannett service. I would like a refund and cancellation.

      Business Response

      Date: 05/20/2024

      May 20, 2024

      *******************************
      **********************************************************************************
      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 ************************* Register. Per ********************** request the account will stop on her paid-through date of 06/17/24; billing and access will cease on this date.

      We have reviewed ********************** digital subscription account #********** was started on our website. It was started with a promotional offer of $1.00 for 6 months converting to $7.99 per month. Then annual increase on 10/13/23 to $14.99 per month. 

      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 subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 05/20/2024

      [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:05/16/2024

      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 April 15, 2024 and again on May 15, 2024, two deductions were made from my checking account from ********************************************, each in the amount to $14.99. I have no subscriptions with Gannett, however, and I have no idea how they got my checking account information. I called Gannett's main line, typed in my information and an automated voice told me they have no record of me. I want to cancel my subscription and and be reimbursed for the fraudulent billing, but I can't get a real person on the phone.

      Business Response

      Date: 05/17/2024

      May 17, 2024

      *********************
      **************************************************************
      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 Newport Daily News. We have reviewed the account #********** using email ****************************************** This account was started on our website and used a promotional offer of $1.00 for 6 months then converting to $14.99 per month as stated in the terms and conditions. Per ****************** request the account will stop on his paid-through date of 06/14/24; billing and access will cease on this date.

      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 subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:05/06/2024

      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.
      Gannett charged me 14.99 for a subscription I do not have. I cancelled my newspaper subscription to the St Augustine Record over a month ago, and got confirmation of the cancellation. The charge was on 5-01-2024.

      Business Response

      Date: 05/07/2024

      May 7, 2024

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

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ***** ******** and her eNewspaper subscription to the ***** ********* ******. We have reviewed *** ******** information and were able to find another active account #********** using email [email protected] and the account is in the name *** *********  The account has been stopped effective 05/08/24; billing and access will cease on this date. *** ******** canceled her account #********** on 03/26/24. Customer service was unaware of another 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 us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 05/07/2024

      [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. I do not know why this second account was opened, but I reviewed my bank statements and it checks out. Thank you for cancelling the remaining ([email protected]) subscription. 



      Regards,



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

    Gannett Newspaper Group is NOT a BBB Accredited Business.

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