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Business Profile

News Services

Dow Jones & Company, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in News Services.

Complaints

This profile includes complaints for Dow Jones & Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Dow Jones & Company, Inc. has 14 locations, listed below.

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    Customer Complaints Summary

    • 198 total complaints in the last 3 years.
    • 54 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:11/27/2023

      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 been trying to stop delivery of the print edition of WSJ at a second home in **************** for six weeks. I have filed multiple delivery complaints on the website and also contacted **************** by phone at least four times, and each time was promised the carrier would be notified. They claim to have sent emails to the carrier or circulation manager but no one seems to be able to use a telephone to talk to the carrier or circulation manager and get this fixed. My HOA has complained about newspapers left on my driveway when I'm not here. I need someone at Wall Street Journal to contact me for the details and get this fixed.

      Business Response

      Date: 11/27/2023

      Customer ID: *******

      Dear *****,

      Thank you for contacting The Wall Street Journal regarding your BBB complaint. We apologize for the inconvenience you have experienced and are happy to assist.

      We have reported the delivery issue for your NY address to the Circulation Manager and their team within your area  They will escalate to the distributors to assure your delivery issues are resolved. If this is not resolved please contact us further so we can escalate further and investigate the issue.

      Should you have any further questions or concerns please contact ************ for further assistance with one of our agents. Our hours of operation are 8:00am - 5:00pm (ET), Monday through Friday. Thank you for your assistance in this matter.

      Customer Answer

      Date: 11/29/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Background: I have had two home delivery addresses for the Wall Street Journal on my account on many years. I seamlessly switched delivery addresses between seasonal homes and arranged suspended delivery when away from both. For the past year, service at both locations has been totally undependable.
      Current status: Beginning in mid-October 2023, I placed the ******* delivery on suspension I did NOT request a shift to ******** delivery. However, papers were delivered to the ******** address, and I used the customer service email and phone lines multiple times to request that they stop. Delivery continued and I complained to the Better Business Bureau.
      On Nov. 29, 2023, the paper copy of the Wall Street Journal was not delivered to my second home on ******************** in ****************, ********. THANK YOU!
      New problem: I was just informed that the paper is being delivered to my ******* house on ********************* in ********** despite a suspension starting about Oct. 15 that is not due to end until December 18. I only became aware of the continuing deliveries today.Apparently, neighbors had been removing the paper from the driveway before my house watcher arrived.
      Requested resolution:
      CANCEL PRINT DELIVERIES at both addresses immediately and permanently.
      Extend my current digital subscription beyond its current expiration for at least two years to compensate me for my time and aggravation. 

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 12/13/2023

      Customer ID: *******

       Dear *****, 

      Thank you for contacting The Wall Street Journal. We are contacting you regarding the letter sent to us requesting cancellation of your current subscription due to delivery issues. We are sorry for the delivery problems you have experienced and would love the opportunity to assist you in resolving these concerns. 

      Presently, we are unable to update your account without speaking with you and would be happy to assist you over the phone with resolving this issue or proceeding with your request to discontinue. Your current Print & Digital subscription unfortunately cannot be separated. 

      Please contact our customer service team at *************************** for assistance in moving forward if you wish to convert to a full digital subscription. Our representatives are available Monday - Friday, 7:00 AM-10:00 PM (EST), Saturday, 7:00 AM - 5:00 PM (EST).

      Should you have any further questions or concerns, please do not hesitate to contact us.

      Subscriber, Dow Jones is always looking to improve upon the customer experience. Please take just a few minutes to tell us how were doing HERE. 

      Cordially,

      Member Services

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

      Customer Answer

      Date: 12/29/2023

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:11/27/2023

      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.
      On November 21st, without any warning, the Wall Street Journal billed me $42.60 rather than the expected $4. When I alerted the Wall Street Journal regarding its mistake, I received the runaround from customer service executives who were unwilling to admit either blame or provide a refund for the transaction.In fact, I have exchanged more than a dozen customer service emails at this point, all the while pointing out the ridiculousness of this shameless attempt at overbilling. Many services perform this sort of offer where they plan to raise the rate after a short period. In virtually every other instance, the service emails a warning along the lines of, "Just a heads up. Your bill will increase the next billing cycle."The Wall Street Journal made no such attempt and is now fighting like grim death to alienate a loyal customer rather than refund the overbilling. I guess I'm a bit surprised that a publication as esteemed as this one is so hard up for cash that it can't live without $42. This was just shameless, and it's such a strange hill to die on. Have some pride, Wall Street Journal!

      Business Response

      Date: 11/27/2023


      All subscribers have the option to cancel their subscription at any time. Subscriptions will automatically renew at the new rate after the introductory period. Notifications are not sent for auto-renewals.

    • Initial Complaint

      Date:11/20/2023

      Type:Customer Service 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 made a Wall Street Journal print newspaper subscription on Nov 14, 2023. They charged my credit card for $180.00. To date, I have not received any newspapers! I tried calling and get generic explanations that are unhelpful and have not resolved the problem: I am not receiving the product I may paying for! I demand a refund.

      Business Response

      Date: 11/20/2023

      Thank you for contacting Dow Jones ****** Services regarding a subscription concern. We apologize for any inconvenience and are happy to assist.

      We do not have a subscription associated with the email address provided. Please contact ****** Services at ************ for further assistance with one of our agents. We will be able to assist with locating the subscription.

      Customer Answer

      Date: 11/21/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       Subscription address is **************************************. Subscription was confirmed on 14 November and my credit card was charged. 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 04/25/2024

      Subscriber Id ************

      Dear Team,


      Thank you for contacting Dow Jones in regards to a delivery complaint. We will be glad to further assist with the request.

      Upon further review, I am showing that the subscriber purchased a print subscription on November 15th, 2023. Then on February 5, 2024 we issued a prorated refund in the amount of $138.16.

      That this time the subscriber does not have active subscriptions with Wall Street Journal.

       

      Thanks

      Member Services

    • Initial Complaint

      Date:11/16/2023

      Type:Billing 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.
      After many years of subscriptions with WSJ - I canceled because of many many non-deliveries . Credit at subscription price not at the news stand amount I pay at airports. So decided to subscribe again ,, a couple of months ago . Digital access is good - however ,, now after only 6 days of getting the hard copy paper - No delivery . No alert about no delivery . Dont they know when we Do Not get the paper - forcing us to login//complain. One must log in to complain- take time . Then , they will say - we will credit you .. This is Fraud selling a product and Not delivering it after paying for a product . Our MBA school would like to post a case/podcast on WSJ fraudulent practices .

      Business Response

      Date: 11/16/2023

      Dear *** ******************** is Dow Jones ****** Services responding to your complaint regarding the delivery of your The Wall Street Journal Subscription.  We apologize for any confusion you have experienced and can assist you.

      As a national publication, The Wall Street Journal uses many regional and local contractors to deliver our paper.  When a delivery is not made we are not notified by the carrier and rely on our loyal customers such as you to report that the paper was not delivered or delivered in a damaged state.  In cases such as these, when you report the delivery we issue a credit on your subscription for the missed paper similar to store credit.  This extends your renewal date insuring that you are not charged until the credited paper is received.

      We understand that it can be difficult to contact us each time a delivery is missed.  In cases where delivery problems are ongoing, we can reach out to your regional circulation manager.  He or she can speak directly to the local contractor and with detailed information of your problem can usually resolve it.

      Whether you need to report a missed delivery or an ongoing delivery issue, please call ************* ***************) and an agent will assist you.

      We appreciate this opportunity to clear up any confusion about your delivery and if we can answer any other questions or concerns, please do not hesitate to contact us and any agent will be happy to assist.

      Customer Answer

      Date: 11/16/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]  I will need to see ongoing better service ,,,AND ,,, do not agree with their explanation that they Cannot know a delivery was not delivered.

          Will need to be compensated for my time ( to file a complaint to buy the paper -)  - filing these non- deliveries .  If they cannot provide service- like years ago - they should Not offer the *** news paper !!!!  

         The folks at ***  seem to,not know what is happening in the field.   Yes tougher times with headcounts,, weatheretc.   But , they need to act like real business operators

          Thank you for filing ,,, 

           **** ******** 

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      Jack *******




       

      Customer Answer

      Date: 12/12/2023

        For almost 4 weeks, very good delivery of WSJ paper !!   A very good chance !    Even received alerts of late/no deliveries .   Instead of us having to log in and file a complaint === the usual operation of the last few years .  I guess we will see if this improvement will be an ongoing one !! ?? 

    • Initial Complaint

      Date:11/13/2023

      Type:Billing 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.
      On 11/11/2023 the Wall Street Journal did not deliver the magazine supplement. I pay for this as part of my $60 monthly subscription. Account number ************ When I pay for print, I want print. If I only wanted digital access then I would only pay for digital access.

      Business Response

      Date: 11/13/2023

      Thank you for contacting Dow Jones ****** Services regarding your delivery. We apologize for any inconvenience and are happy to assist.

      Please be advised, the missed delivery was reported as missing and a credit was applied to your subscription. Please continue to report any missed deliveries as they occur so we can report them and adjust your account accordingly.

      We appreciate your patience and if we can answer any other questions or concerns, please do not hesitate to contact us and any agent will be happy to assist.

      Customer Answer

      Date: 11/13/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I PAID FOR THE MAGAZINE. I DO NOT WANT A CREDIT.YOU CONSISTENTLY FAIL TO SEND WHAT I PAY FOR AS PART OF MY SUBSCRIPTION. 

       

      THIS IS NOT ACCEPTABLE.

       

      SEND THE MAGAZINE - NOT A CREDIT OR ACCESS TO THE ONLINE VERSION.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 05/09/2024

      Subscriber ID: ************

       

      Dear BBB,

       

      Thank you for contacting The Wall Street Journal regarding delivery. We apologize for the inconvenience you have experienced and are happy to assist.

       

      Please be advised we have ordered the backup copy for the missed WSJ magazine for 04/27/24 print. Please be advised to contact member services directly so we can assist with the missed delivery by contacting us at 1-800-JOURNAL (568-7625). Our representatives are available Monday - Friday, 7:00 AM-10:00 PM (EST), Saturday, 7:00 AM - 5:00 PM (EST).

      It has been our pleasure to assist you with this request. Please contact us by email at  ************************ if you have any questions or require additional assistance. Our hours of operation are 7:00am - 5:00pm (ET), Monday through Friday. Subscriber, Dow Jones is always looking to improve upon the customer experience. Please take just a few minutes to tell us how we're doing  *****. *********************** Member Services

      Customer Answer

      Date: 05/10/2024

      Better Business Bureau:

      I received the copy so this is (somewhat) acceptable.  The WSJ clearly has no interest in resolving this internally because this is at least the tenth time I have had to file a complaint because of their offensive selective delivery methods.


      Sincerely,

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



       


    • Initial Complaint

      Date:11/06/2023

      Type:Delivery 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 circulation manager continues to miss deliveries. If fact, there have been so many missed papers that their system won't allow me to report. The November 4th paper did not arrive and this is what I see when trying to report it:"Report Delivery Issue We are unable to process your transaction.We apologize for the interruption in your delivery. Given the number of recent delivery concerns reported, we are unable to process your transaction online. Please contact **************** so that we may better assist you.Close We want your opinion! Please share your feedback."Unfortunately, it is very time consuming to call customer support and wait to speak with someone.

      Business Response

      Date: 11/06/2023

      Dear *****,

      Thank you for contacting The Wall Street Journal regarding your delivery. We apologize for the inconvenience you have experienced and are happy to assist.

      We have reported the delivery issue to the Circulation Manager within your area and adjusted your expiration date. They will escalate to the distributors to assure your delivery issues are resolved. Please continue to report any missed deliveries as they occur so we can report them and adjust your account accordingly. 

      We appreciate your patience and if we can answer any other questions or concerns, please do not hesitate to contact us and any agent will be happy to assist. 

      Customer Answer

      Date: 11/07/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The WSJ should change its policy of burdening its customer when it is negligent in fulfilling its obligation to deliver the newspaper. It should have a prompt when a customer reports many missing papers and use this to contact the person responsible instead of requiring the customer to jump through hoops to report this. Calling and working through the automation, holds, and time with an agent is not good customer service. It's frustrating enough to not receive the paper; having to call instead of reporting it online makes it even more frustrating.

       
      Sincerely,

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




       

      Business Response

      Date: 11/09/2023

      Please be advised when a delivery issue has advanced to a severe status it will require a call in however subscribers do have the option to email their missed print dates and we can enter the missed days for the subscriber.

    • Initial Complaint

      Date:11/03/2023

      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.
      Cancelled subscription for the Wall Street Journal via Amazon in May. I was still being charged $4 every month until October when I was charged twice- $4 and $38.99. I cancelled the subscription again via Amazon, which is how I acquired the publication. Wall Street Journal claims I was supposed to cancel through them. This is not stated anywhere and Amazon offers cancellation given the charge is through them. Theres some fishy going on where Dow Jones/Wall Street Journal is has access to my card via Amazon.

      Business Response

      Date: 11/03/2023

      Dear *******,

      Thank you for contacting the Wall Street Journal regarding a refund request. We do apologize for any inconvenience you have experienced and are happy to assist further. 

      We located your account and can verify that your subscription started on October 31st, 2022 at a $4/4week rate for the first year. On the Payment & Confirmation page, it states what you will be paying to start the subscription and that it is automatically enrolled in automatic renewal and provides the rate at which you will be charged.

      Our policy states that subscribers must cancel their subscription with Dow Jones prior to the renewal date and that all subscriptions are non-refundable. All subscribers must agree to this in order to start a subscription with us. This information is provided at the time the subscription is started. Because you purchased the subscription through Dow Jones and not through Amazon Pay our company was not informed you wanted to cancel your subscription. Please be advised Amazon Pay was the payment method used to start your subscription and was not the vendor used to purchase your subscription. 

      We apologize for any inconvenience you had with the cancel/refund policy. You do have the right to file a dispute for the charge with your Amazon Pay. Your subscription has been set to expire on November 26h, 2023 and no further charges will be made on your account. 

      Customer Answer

      Date: 11/03/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The agreement wasn't made with Wall Street Journal, it was made via Amazon. I cancelled with Amazon, yet WSJ kept charging me . 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 01/02/2024

      Dear *******,

      Thank you for contacting The Wall Street Journal regarding clarification on The Wall Street Journal's refund policy. We apologize if you have experienced any inconvenience. 

      We reviewed your account and would like to inform you of the following resolution. Our policy states that all subscribers must cancel prior to the renewal date and that all subscriptions are non-refundable. This information is provided at the time the subscription is started.

      On the Payment & Confirmation page, it states what you will be paying to start the subscription and that it is automatically enrolled in automatic renewal and provides the rate at which you will be charged. All subscribers must agree to these terms in order to start the subscription. This information can also be found under the customer center using the following link: ***********************************************************************************************************************************;

      Your account has been successfully canceled and has expired on November 26th, 2023 and no further charges will be made to your account. As per our refund policy your account is not eligible for any refunds. 

      We apologize for any inconvenience you had with the cancel/refund policy. You do have the right to file a dispute for the charge with your credit card company.

      Customer Answer

      Date: 01/03/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The appropriate response is a refund.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

    • Initial Complaint

      Date:10/31/2023

      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.
      Signed up for $1/week service for *** for a year on 9/3/22. Cancelled this service on 8/25/23. *** billed me through 9/19/23 @ $38.99 for last billing period. *** is still advertising this offer to new subscribers. I believe that the time period from 9/3/22 - 8/25/23 is less than a year. The *** defines the time period from 9/3/22 - 8/25/23 to be more than a year and subject to a nearly ****% price increase for subsequent billing periods. There was no notice of the price increase by the *** within a month of the occurance. I made numerous requests to the *** to produce the contract where they define a year to be something other than a calendar year. The *** has not responded to these requests. There are a pattern and history of similar complaints filed with the BBB and negative reviews of the *** / Dow Jones for this exact issue. I did not use this service after late August 2023. I am requesting a billing adjustment for the last month of service as Dow Jones has provided to other consumers (see response from Dow Jones dated 7/19/23 on the BBB website to a consumer complaint dated 7/17/23).

      Business Response

      Date: 10/31/2023

      Dear BBB,

      We have reached out to the customer directly regarding the non-refundable account policy on their subscription. The customer requested cancellation for their subscription on 8/25/2023 through the customer self-service online, however their billing cycle began and was billed on 8/23/2023. The subscription had expired on 9/19/2023 with no further billing. 

       

      Cordially,
      ******** 
      Dow Jones

      Customer Answer

      Date: 11/02/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      The business did not address my concerns nor provide a copy of the agreement.  The business used a non-standard definition of a year without any supporting documentation.  This practice is deceptive and has been the subject of numerous consumer complaints and negative reviews.  I am requesting that the business treat me as they have treated others and refund the cost of the disputed month or produce strict proof of their non-standard definition of a year.  Dow Jones / The Wall Street Journal actively engages in these deceptive and unconscionable practices today and currently has a rating of D from the BBB.

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 03/19/2024

      Dear BBB, 

       

      Thank you for bringing this to our attention. We will contact the subscriber directly. 

       

      Cordially, 

      Member Services

      Customer Answer

      Date: 03/21/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:10/27/2023

      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.
      I have had 2 accounts for the Wall Street journal for 2 years. I did not realize one that was opened with an into offer in ~April 2022 (~$4 month) had increased in price ($53.94 month) AND was continuing to bill my credit card. After the intro was ended, and I thought my subscription was cancelled, I received another offer and began that subscription (Nov 22 at $4.32 month for 1 year). I was unaware that the *** was billing me 2x for the ***. Although it was a digital subscription, both accounts had my same name, address and same credit card. If it was paper, I would have noticed the duplication immediately, but not in this case. The *** however, has access to my data to know 1) they were billing me for 2 accounts 2) that one account was not used after trial. The *** is unwilling to provide any sort of refund. I would like a refund for double billing me from Nov 22 until today. $53.94*12 = $647.28

      Business Response

      Date: 10/27/2023

      The accounts were created under 2 different emails, ****************** and *********************** We would not know they were duplicate accounts. If created on the same email the duplicate would never have been created. One monthly account ************ was started on September 6, 2021 and canceled due to credit card declined on February 6, 2022.  That one was started again on February 9, 2023.  Please call us at ************ with any questions. 

      Customer Answer

      Date: 10/29/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      As stated in your response, the first was created Sept 6, 2021 and canceled on February 6, 2022.  Therefore there should be no incremental charges after cancellation. However, one year after cancellation I began being charged 2x.  One $53.94 and the other for a new subscription for $4.23.  
      I have already called to request a refund for the old account and was not offered any compensation. This is why I stated to your customer service that I would follow up with the BBB. 

       

       

      were created under 2 different emails, ****************** and *********************************. We would not know they were duplicate accounts. If created on the same email the duplicate would never have been created. One monthly account ************ was started on  That one was started again on.  Please call us at ************ with any questions. account should have been not on]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 12/19/2023

      Dear ******, 

       

      Thank you for contacting Dow Jones ****** services regarding your billing inquiry. We apolagize for any inconvience and are happy to assist. 

      Our records show the accounts were created under 2 different emails, ****************** and *********************************. We would not know they were duplicate accounts. If created on the same email the duplicate would never have been created. One monthly account ************ was started on September 6, 2021 and canceled due to credit card declined on February 6, 2022.  That one was started again on February 9, 2023.  Please call us at ************ with any questions to speak with a live agent for this matter. 

      Should you have any further questions or concerns, please do not hesitate to contact us.

      Subscriber, Dow Jones is always looking to improve upon the customer experience. Please take just a few minutes to tell us how were doing HERE. 

      Cordially, 

      ***** 

      ****** Services. 

      Customer Answer

      Date: 12/28/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:]

       

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


      As stated in your response, the first was created Sept 6, 2021 and canceled on February 6, 2022.  Therefore there should be no incremental charges after cancellation. However, one year after cancellation I began being charged 2x.  One $53.94 and the other for a new subscription for $4.23.   
      I have already called to request a refund for the old account and was not offered any compensation. This is why I stated to your customer service that I would follow up with the BBB. 

      I would like a refund for double billing me $53.94*12 = $647.28

      Sincerely,

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




       

    • Initial Complaint

      Date:10/26/2023

      Type:Billing 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.
      10/24/23 I was charged $38.99 for the first time after paying $4/month for 12 months.I wasnt paying for an annual subscription, I was paying for a monthly subscription. no subscription besides a phone bill, internet, and/or cable is worth $38.99/month. and no news service is worth that much either. I needed it to read ONE or TWO articles like 2 years ago and Ive been trying to cancel this subscription ever since but its been incredibly difficult. Ive paid this company nearly $100 in total for a service I dont use. I was lied to about fine print. The customer service agents are incredibly condescending and give different stories each time about the policy. In the policy it also states it would make subscribers aware of any changes in paymentI was not made aware. I understand its $38.99, but when it gets taken from you for no reason and all youre told is its policy, its incredibly aggravating. I literally just want my money back and I want nothing to do with this service.

      Business Response

      Date: 10/26/2023

      Dear BBB, 

       

      Thank you for bringing this to our attention. We will contact the subscriber directly. 

       

      Cordially, 

      Member Services

      Customer Answer

      Date: 11/08/2023

      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 and the matter has been resolved.

      Sincerely,

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



       

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