Complaints

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

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• 

  Dow Jones & Company, Inc.

  1211 Avenue Of The Americas New York, NY 10036-8701

• 

  Dow Jones & Company Inc

  600 S 334th St Federal Way, WA 98003-6344

• 

  Wall Street Journal

  1025 Connecticut Ave NW Suite 800 Washington, DC 20036

• 

  Wall Street Journal

  1025 Connecticut Ave NW Suite 800 Washington, DC 20036

• 

  The Wall Street Journal

  5355 W Cardinal Dr Beaumont, TX 77705

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the ******** newsletter offered by Dow Jones & Company in January 2022. I signed up for it at a discount for one year - a total of $50 for the year. I remember "cancelling" the account immediately so that it would not auto-renew. However, after checking my credit card a couple weeks ago, I saw that they had been charging me the full rate of $20 per month after my one year trial ended (the full charges started in January 2023). On 4/28/23, I tried to cancel the subscription on the app but that feature was not working. I then messaged the company using their website form and asked them to cancel the subscription and refund me the charges from January 2023 through April 2023. While waiting for their response, I went to their website and tried to cancel the subscription there. After "cancelling" it, the website said the subscription was cancelled but it also showed an auto-payment was scheduled to pay again, which was contraditory to it being cancelled (see uploaded document showing that it was set to expire but that Auto-Renew was also on). After 4 to 5 attempts to cancel it on the website, it FINALLY showed that the subscription was cancelled AND the auto-renew was off. I then called the company to explain their tech glitches/defectiveness with the cancellation process and asked them for a refund for January 2023 to April 2023 and they refused. I suspect that such tech issues are why my original auto-renew cancellation never went through when I signed ** for this service back in January 2022. A customer should not have to try cancelling a subscription 8 to 10 times before it finally works. I can only imagine how many other people are losing funds due to this company's "technical glitch" in their cancellation process. This seems fraudulent.

  Business Response

  Date: 05/16/2023

  Dear Valued Customer,

  Thank you for contacting ********************** regarding your automatic renewal. We apologize if you have experienced any inconvenience.
  
  We reviewed your account and we have no record of you calling to cancel until now. Our policy states that all subscribers must call in to cancel prior to the renewal date and that all subscriptions are non-refundable. Cancellations cannot be accepted via email. All subscribers must agree to this in order to start a subscription with **. 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.
  
  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.
  

   

• Initial Complaint

  Date:05/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for (daily) Wall Street Journal and (weekly) ******** subscriptions in summer 2022. Papers stopped arriving in January 2023. Have only received 1-2 papers *at most* in 2023 YTD, so more than 120 WSJs and ** ******** that were not delivered! Chatted with Wall Street Journal in March 2023 complaining about papers not being delivered. Tried to cancel but told that issue would be resolved. Supposedly an issue with the dispatcher. Continued paying monthly subscription ... Called on 5/11/23, spoke with WSJ representatives for 40 minutes. Unwilling to provide ** recompense for non performance except for last two (2) months. WSJ claims it is an issue w/ the dispatcher. We have paid full price (i.e. hundreds of dollars) for papers from Jan-May 2023 but have only received papers < 1% of the time. Asking for a *FULL* refund of monthly subscriptions paid in 2023 YTD. Worst customer experience I have ever had!

  Business Response

  Date: 05/12/2023

  Dear ****,

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

  We are sorry to hear your delivery service became more sporadic in January 2023. According to our records the subscriber has not alerted our company of any change in their delivery until the month of March. Our ******** Services teams should be notified of all delivery concerns so they are able to resolve these concerns. On March 21st, 2023 our *********************** Team received a message regarding the member's delivery issues. At this point the **** team was able to reach out to the ********************** to begin resolving the subscriber's concern. The accounts had the expiration date extended to reflect the missed deliveries. 

  Despite the **** team's best efforts with the delivery operations team the subscriber's delivery concerns could not be resolved to their satisfaction. A call was made on May 11th, 2023 and the subscriptions were both cancelled due to non receipt of papers. ******** refunds for the two months since learning about this delivery concern were approved and applied to the member's account successfully. Please note our policy states that all subscribers must call in to cancel prior to the renewal date and that all subscriptions are non-refundable. These refunds were made as a one time courtesy for the inconveniences experienced by the member. 

• Initial Complaint

  Date:05/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 I signed up online for a subscription to the ************* In 2022, I called the cancelation number and was told the account was canceled. Yesterday, I saw a charge for ************* I called and was told I had only canceled the *** and the ******** account remained. I told the representative that that should absolutely not have happened and I wanted a refund. She said not possible. I also told her I've never been able to log on to ********. So how could I possibly have an account????

  Business Response

  Date: 05/09/2023

  As per our cancellation policy, customer's must call in to cancel their subscription and they may do so at any time without penalty of a fee. This member signed up for a WSJ and ******** subscription. As they are not a combo, they appear as two separate subscriptions on the account. Therefore, cancelling one subscription does not automatically cancel both. 
  
  A request has been submitted for the cancellation phone call that occurred on May 11, ******************************************************************************************************** only one. We will reach out to *********************** with the findings.

  Customer Answer

  Date: 05/10/2023

  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 two publications were marketed as a package. I signed up in ****. I did not sign up separately. I cancelled in ****.
  

  Only a weasely company would ex post facto say they were two separate subscriptions. Moreover, I cancelled over a year ago and this charge is the first to appear. Making things worse, I was never able to sign on to Barrons. Total ** response on their part.

   

   

   

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

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

  Business Response

  Date: 05/10/2023

  Thank you for contacting The Wall Street Journal regarding canceling your subscription. We apologize for any inconvenience and we are happy to assist.
  

  We are sorry to hear you wish to cancel your subscription. Please contact ************** (JOURNAL) for further assistance with one of our agents. Our hours of operation are 8:00am - 5:00pm (ET), Monday through Friday. Our policy states that all subscribers must call in to cancel prior to the renewal date and that all subscriptions are non-refundable. Cancellations cannot be accepted via email. 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. Please see the cancel/refund policy link below:

  ******************************************************************************************************************************
  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: 05/16/2023

  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]

   

   They refuse to refund my money. Which I feel was unethically taken, especially given that I was never able to log on to Barrons. I wont ever be signing up for any of this companys publications.

   

   

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

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

• Initial Complaint

  Date:05/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ******** to cancel my subscription on April 15, ************************************* the rate. At that time, they offered a reduced rate, which I accepted. However, they have now billed me for both subscriptions and refuse to reimburse me for the higher priced one. This is a clear error on their part, but I am apparently stuck with paying an erroneous bill.My credit card was charged $244.58 on April 14, 2023 (presumably for the cancelled subscription) and $211.47 on April 18, 2023 for the reduced price subscription I was offered on April 15, 2023.I called customer service twice today, and was put in touch with two people who spoke broken, unintelligible English. The only thing that was clear was that they had no authority to resolve this simple problem.Since ******** chooses to treat long-time customers in this manner, I decided to cancel my new subscription and sever all relations with them.

  Business Response

  Date: 05/05/2023

  Dear ***, 

  We apologize for any negative experiences you have had with our customer service associates. 

  The charge of $244.58 was for your The Wall Street Journal subscription, which is still active. 

  The charge of $211.47 was for the new 2 year ******** subscription that you had signed up for. A reduced rate from the monthly payment plan you were on previously. 

  If you would like to discontinue your The Wall Street Journal subscription please give ** a call at *************

  Cordially, 

  *****

  DJ Member Services 

  Customer Answer

  Date: 05/05/2023

  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]

  That was a prompt response, which I appreciate. However, the contents of that response appear to be inaccurate. As can be seen from the subscription summary I just printed off the ******** website, there are two entries for my account. The first shows a subscription that expired on April 12, 2023. The second shows the subscription I purchased on April 15, 2023, which I cancelled on May 4, 2023 due the duplicate billing and extemely poor customer service I received on that day.

  In summary, I was erroneously charged $244.58 on April 14, 2023 for a subscription that does not exist. I request a full refund for that charge. I was charged $211.47 on April 18, 2023 for a two-year subscription I purchased on April 15, 2023, but cancelled on May 4, 2023. I request a prorated refund of $205.76 for that subscription (20 days from April 15 through May 4 / 730 days for a two-year subscription = 2.7% time elapsed = **** % time remaining x $211.47 charged = $205.76 refund due).

  I am truly disappointed to have to cancel my ******** subscription, but the treatment I have recently received leaves me no choice.
  

   

   

   

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

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

  Business Response

  Date: 05/12/2023

  Dear ***,

  Thank you for your response regarding your account. We apologize for any inconvenience and are happy to assist.

  Please be advised the charge of $244.58 processed on April 13, 2023 was for your Wall Street Journal print and digital subscription. This was purchased via phone on April 11, 2023 and is still active. We see this payment is currently under dispute.

  The charge of $211.47 processed on April 17, 2023 was for your ******** print and digital subscription. This subscription was cancelled online through your customer center on May 4, 2023, and a prorated refund of $205.83 was issued back to your credit card on file. There had been another ******** print and digital subscription purchased online on May 10, 2023. This subscription is scheduled to start delivery for this next ******** issue date, May 15, 2023. The payment for this subscription has not yet processed, as it will take **** business days from the purchase date.

  Please let ** know if you have any further questions, and we will be happy to assist.

  Cordially,

  *****

  Member Services

  Customer Answer

  Date: 05/15/2023

  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:05/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a one year subscription to the ******** weekly newspaper in July or August of 2022. My subscription ends in the fall of 2023. So far this year, I have received 3 or maybe 4 issues of the newspaper. It is supposed to arrive at my house every Sunday. So, every week I call ******** customer service to report not receiving the newspaper. I called on 3/27/23 (for 3 issues not delivered), 4/4/23, 4/10/23, 4/24/23, 5/2/23. They apologize, tell me they'll fix the problem and extend the subscription by a week. But they have not fixed the problem, I'm still not receiving the ******** newspaper. I have asked to get my money back for the remainder of the undelivered issues, but they have refused. It's clear that they can't communicate with the delivery company and get my newspaper delivered. I would like my money back.

  Business Response

  Date: 05/03/2023

  Customer ID: **********

  Dear *******,

  This is ****** Services following up regarding your subscription. We apologize for the inconvenience you have experienced and are happy to assist.

  We have been notified the change to your subscription using the online self service was unsuccessful.
  
  For further assistance changing your subscription,  please contact ** at *************  *********). Our representatives are available Monday - Friday, 7:00 AM-10:00 PM (EST), Saturday, 7:00 AM - 5:00 PM (EST).
  
  
  

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sub'd to WSJ and Barrons and had agreed to a 2 month extension when my sub was up, however, representative told me that my plan would auto cancel but instead it auto-renewed at rate of $***** / mo. I was paying $8 / mo. I emailed customer support and they told me that I cannot cancel sub via email as suggested on the site. I called to request a cancel and refund of ***** x 3 but they refused to do so and referred to my original agreement in that I extended it and that by doing so, I would automatically be renewed. I never agreed to that. Then the Rep had the nerve to offer me a new plan at $58 / year and it would go up year over year. Anyway they were not helpful and they have lost my business and that of my many of my peers. It came to my attention that I was being charged ***** for 3 months in a row and I wasn't even reading the paper because I thought I was cancelled. I had bills to pay for my children and health costs and so on and I cannot afford this. WSJ and DOW misled me and I am prepared to file a complaint with the ** ************************ if this cannot be resolved. My reference number is:Subscription ID: ************ Thank you BBB and looking forward to hearing from you soon. - ****** I'm seeking a credit of $77.98

  Business Response

  Date: 04/27/2023

  Dear Subscriber, 

  We apologize for the experience you have had with our customer service. 

  As per the terms and conditions of the subscription all subscriptions must be cancelled via telephone. The terms and conditions also state that all subscription fees and charges are non refundable. Any extension placed on an account delays the time at which the next payment is to be made and does not cancel the account. Since the account was not cancelled at the time of the extension the normal payment schedule as agreed at purchase resumed. 

  Cordially, 

  *****

  DJ Customer Service

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried numerous times to cancel my Wall Street Journal Account online. I was unsuccessful at doing this because there is no option. I finally obtained a customer service phone number and called to cancel my account. I was routed to an automated system where they asked for at 12 digit account number or 12 digit membership ID number. This information was not located anywhere in my account. The only information available was my Subscriber ID which is: ************. I tried entering my Subscriber ID several times and each time the system hung up on me. After an hour of trying, I gave up.I am writing to request the business to cancel my membership and refund me any membership fees incurred in the past 7 days.

  Business Response

  Date: 04/27/2023

  Please be advised, we have set the subscription to expire at the expiration date. There have not been any charges on this account in the last 7 days. Our policy states that all subscribers must call in to cancel prior to the renewal date and that all subscriptions are non-refundable. Cancellations cannot be accepted via email. 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.
  

  Customer Answer

  Date: 04/27/2023

  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 response from the business is too vague. Just saying " set the subscription to expire at the expiration date" is not specific enough.  They also take no accountability for their telephone system not working properly.
  

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

  Business Response

  Date: 05/02/2023

  Dear ********, 

  We set your account to cancel as of it's expire date April 28, 2023. There were no charges made within the 7 days of your report. We also sincerely apologize for any inconvenience with our phone systems. We are always taking subscribers' feedback and concerns to escalate to the appropriate team as we see fit.  We have created a Voice of the Customer on your behalf to forward along. Again, we sincerely apologize for any inconvenience.

   

  Cordially, 

  Member Services

  Customer Answer

  Date: 05/10/2023

  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:04/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday 9 April, I went into my online account to cancel my monthly subscription of the Wall Street Journal. This was the last day of my monthly subscription. Though the option was there to cancel online, the system said it could not process my request. It said I would have to call the *** on Monday 10 April to cancel. I called on 10 April and the representative said there was nothing she could do and refused to not charge me, or to charge the fee of $38.99 back to my card through paypal. I was a *** customer since 2015. I should not have received such poor customer service from such a reputable newspaper.

  Business Response

  Date: 04/11/2023

  Dear ******,

   

  Thank you for your contact to The Wall Street Journal regarding your subscription. We apologize for any inconvenience and are happy to assist.

   

  Please be advised since you had contacted us on the day of your renewal, we have cancelled your subscription as of today, April 11, 2023. We have processed the full refund of the last payment back to your credit card on file. Please allow **** business days for the refund to fully process. You will receive an email confirming the cancellation.

   

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

   

  Cordially,

  Dow Jones Member Services

  Customer Answer

  Date: 04/13/2023

  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:04/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ******** news paper comes in electronic and in paper. We've had so many problems with the delivery of the paper. We've cancelled our paper subscription. I've called several times to ask them to quit throwing the paper in our yard. They do not stop delivering the paper on Sundays. The paper is a day late. My complaint is that I do NOT want the paper delivered and I've called them at least 6 times over the past year. They keep delivering the paper every Sunday. This is a huge inconvenience and I'd love for them to stop delivering the paper copy. How do I get them to stop?? Every time I call they assure me that they will stop delivery but they do not.

  Business Response

  Date: 04/04/2023

  Dear Valued Customer,

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

  We have reported the delivery concern to the Circulation Manager within your area for an immediate resolution. They will escalate to the distributors to assure that there will be no further deliveries made to your address.
  

  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.

  
  
  Cordially,
  
  *****************
  
  ****** ********
  
  **  ********************************************
  
  
  ******* ******** ************

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We subscribed to Barrons print edition as published by Dow Jones Company . We have not been getting the delivery of the paper . Two out of last three weeks paper was not delivered . We called and requested a re delivery but never get one . They charge over $200 a year for the print edition . They offer to credit a week to the account but does no good if you have no paper to read

  Business Response

  Date: 04/04/2023

  Dear ****,
  
  Thank you for contacting Dow Jones ****** Services regarding your delivery. We apologize for the inconvenience you have experienced and are happy to assist.
  
  We are sorry to hear you have been experiencing issues regarding your ******** delivery. We have reached out directly to the Circulation Manager in your area to address this concern. They will escalate this to the distributors and carrier to investigate your non delivery. 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.