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:04/04/2023

  Type:Delivery 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 have been having delivery issues that have risen to the point of caricature. In the beginning, I was able to report the delivery issues online. Now, ** told *** submitted too many missed issues and that Im not allowed to use the online reporting anymore. Instead, I have to call, but no one does anything about the delivery issues when I call. Someone contacted me by email a couple of times throughout the ordeal and I would get the papers for a few days, and then it would go back to the normal missed delivery routine. I went out of town for a week and two of the six issues were delivered. Theres no reason to pause the delivery when I leave town, because the papers arent even delivered. The following week one of six issues were delivered. Ive reported online, Ive called so many times, Im emailednothing helps. The phone support isnt helpful. The Wall Street Journal will not deliver the newspaper subscription. One paper in a week? How is that acceptable on any level? Did I not pay for this service? And Im not even allowed to report the delivery issues in a way thats respectful to my time. Calling doesnt help. I cant even count how many issues Ive missed at this point.

  Business Response

  Date: 04/04/2023

  Acct# ************

  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.

   

  According to your account history we can confirm the member had used our *************** online reporting feature to file non receipt complaints starting in February 2023. This tool is used to assist with reporting missed deliveries and if a member's delivery status becomes more severe our policy is to call in for assistance resolving delivery concerns.

  To ensure these complaints are being properly addressed our ****** Services team has reached out to the Circulation Manager in the area to resolve your concern. They will escalate to the distributors to assure your delivery issues are resolved. The subscription's expiration date is now May 4th, 2023 and will automatically renew. Please continue to report any missed deliveries as they occur so we can report them and adjust your account accordingly. 
  
  Please contact ************* ********** for further assistance with one of our agents. Our hours of operation are Monday - Friday, 7:00 AM-10:00 PM (EST), Saturday, 7:00 AM - 5:00 PM (EST). 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: 04/05/2023

  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]

  These issues DID NOT start on February of 2023. My first delivery complaint was on March 21st, 2022, about a year before youre acknowledging they began. It was bad from the beginning, but became increasingly worse over time. There have been ongoing issues throughout the entire subscription Ive communicated MANY missed deliveries, but ALOT werent communicated because I didnt have time to make reporting them a part of my daily routine, especially when nothing happened when I did report the delivery issues. At best, I would receive a few days of regular service before experiencing delivery issues to the point of receiving one paper a week. I also havent been able communicate all the delivery issues because you BLOCKED me from using the online reporting system, not because of anything I did, but because the delivery issues were so severe on your end. You FORCED me to call in and spend even more of my time reporting the delivery issues, and you DISINCENTIVIZED my reporting further delivery issues by using up my time without actually doing anything about the problem I reported. The definition of insanity is doing the same thing over and over again and expecting a different result. I am in no way made whole based on this response. You need to extend my subscription well beyond May 4th. You need to actually deliver the paper Im paying you for and not expect that I be satisfied with ongoing delivery issues. You also need to allow me to report issues online again, which you blocked me from doing at your fault. The service I have received over the past year can be described as consistent problems until I report them and then a few days of regular service (sometimes youve been so bold as to not even correct problems after notification) until the delivery issues degrade to the point I make time to report the problems again and then rinse and repeat. If I pay for a car, I get a car. Youre saying I should pay for paper and be satisfied that I occasionally receive it? A you running a used car dealership just waiting to scam the next poor sap? Or are you running a legitimate business? If you are running a legitimate business, make me whole.

   

   

   

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

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

  Business Response

  Date: 04/07/2023

  Dear Subscriber,

   

  We have reported your delivery complaints to the circulation manager and extended your subscription additional 30 days.

   

  Thanks

  Member Services

  Customer Answer

  Date: 04/10/2023

  Better Business Bureau:
  
  The newspaper has been delivered without a missed delivery for a week, which may be the longest stretch of uninterrupted deliveries since my subscription began. Although I don't believe the service I received has been in line with what I paid for, I'll optimistically take the 30 days extension and the recent uninterrupted deliveries in good faith that service will continue. I am. most deeply sad at the experience I've had with the Wall Street Journal. 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:03/20/2023

  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 an introductory trial offer for the Wall Street Journal for digital access for $4.00 a month for 12 months. Prior to the end of that trial period, I canceled or attempted to. I thought I had been successful and forgot about it. Five months later I got an email from them informing me their billing cycle was changing. I was surprised to get any email from them because I thought I had canceled. So I looked at my account payment record on their site and learned that they had been billing my credit card $38.99 a month for five months. At no time did they send me a confirmation that I had moved from the $4.00 trial price to the $38.99 price. At no time did they send me a confirmation of the monthly ********. FYI... I have numerous digital subscriptions *************** the New *********** All of them send me a monthly payment confirmation. Dow Jones does not. I called them, insisted they cancel, which they did. I also asked for a refund of the nearly $200 in unauthorized and uncommunicated charges. They refused. My complaint is this: 1) I did not want the service and believe I canceled 2) They billed me five times $38.99 a month without my knowledge or consent 3) This practice is out of pattern with reputable new sources in their peer group and other digital content providers. 4) At no time during the five months did I access their website or their app for content (because I thought I had canceled or thought I had). What I am looking for is for them to stop this misleading practice. As a bonus, I would like my money back.

  Business Response

  Date: 03/20/2023

  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. According to our records, there was no call to cancel prior to the most recent call in which the subscription was cancelled. 

  Customer Answer

  Date: 03/22/2023

  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]

  My complaint was that they charged my card $38.99 a month without my knowledge or consent.  Their counter argument is that I agreed to this when I signed up for the $4.00 a month trial.  That is an accurate statement, but incomplete and very misleading. 

  I did agree to this.  But I also tried to cancel before the $38.99 a month charges started and thought I had.  I then set the matter aside.  Apparently, my attempt was not successful.  That doesn't change the fact that for the next five months they charged my card $38.99 without my knowledge or consent.  If they had just sent an email saying something to the effect of "Your $4.00 a month trial has ended and effective now you will be charged $38.99 a month", I would have known and could have called them to cancel.  They did not send that email. 

  If they had sent me a confirmation each month like most reputable content providers do saying "Your card was just charged $38.99 for this months subscription to the Wall Street Journal", then I would have known they were still charging me.  They didn't.  So, I didn't.  They continued to charge me for five months without my knowledge.  I never once logged into their website.  I did not have their app on my phone.  So, they can see for themselves that I never used the service even though they charged me nearly $200.00 (for nothing).  This is my complaint.  

  If they had any ethics, they would identify customers who are not using their site a notice saying "We noticed you are not using our site even though you are paying $38.99 a month for it.  Would you like to cancel?"  But they don't.  They just keep taking the money they aren't earning.

  My issue is that they ripped me off for nearly $200.00 because they have a business practices that is designed to take advantage of the fact that most people are not meticulously checking on this stuff every day.  It is dishonest and unethical.  And they are taking no responsibility for it.

  I understand the argument that they make that I agreed to allow my card to be charged $38.99 a month once the trial ended unless I canceled.  It is a half-argument. What it leaves out is that they made the cancelation process difficult enough that a reasonable smart person could mistakenly assume that they had canceled when they hadn't AND they made unearned charges every month without sending a receipt or confirmation.  The only reason I found out is that they changed their automatic billing cycle from monthly to every 28 days (another way to rip people off) and apparently their high ethical standards required them to notify me of that, but not that they had stolen $200 from me up to that point.  When I got that email and then understood they were charging me, I immediately canceled.   This is what people do when they are not using the content and actually know that they are being charged.  THAT is what they are afraid of and why they hide the charges. 

  If I had accessed their content even a single time each of the five months, I would have no argument.  But I didn't and they can verify that.  

  So, at the end of the day, they stole $200 from me and are unwilling to be accountable.  I certainly expect more from the Wall Street Journal.  What a joke.

  Since they won't resolve the issue with even a modest gesture like ("****************, we'll refund half of your money), then I will make sure to seek justice the way I can.  1) Never buy their products again  2) Post a critical message to my thousands of ******** followers telling them Dow Jones and the Wall Street Journal have deceptive and dishonest marketing tactics. 

  I am the former global President and Chief Customer Officer for ******* & ******* and a former VP at Procter & ******.  I am very credible my many people.  They will likely lose some business from this (which the deserve to).

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

   

   

   

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

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

  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:

  [Everything they said in their response is true.  But that is not the point I am arguing.  I have many subscriptions online.  The New *********** The Athletic, the Atlantic, ESPN, Apple, and others.   Every single one of these companies send a confirmation/receipt every month for every credit card charge they levy against the card that is paying for the subscription.  Every single one of them.  I believe the reason they do is that they want to make sure their customers are 100% aware that their card is being charged every time it is.  It is transparent and honest.  Dow Jones and the *** don't do this.  Yes, they practice full disclosure in signing you up for the subscription.  I did so, on a trial basis.  And I was free to cancel at any time.  I did not remember that canceling required calling, if I ever knew that in the first place.  Sounds like "fine print" to me.  When my trial rate expired and the full rate kicked in, which was a massive increase in price, I attempted to cancel online and thought I had.  Obviously, I failed.  They charged my card from that point forward a significant amount every month without my knowledge.  If they simply followed industry best practice, I would have known in month 1 that the subscription wasn't canceled and I would have called them to follow-up.  Instead, they charged my card for, I believe, five months, without me knowing (because I had assumed I had canceled).  The only reason I discovered it is that they changed their billing cycle from monthly to every four weeks (which I supposed they legally had to notify people of)... and, oh by the way, this is also a way of securing incremental revenue in a sleezy way.  I immediately contacted them and canceled.  This approach to their billing practice is out-of-step with the industry (which sends monthly confirmations of charges) and is dishonest.  I am sure there are MANY people like me who do not know they are being charged and are getting screwed.  I did not access their app or their website a single time during this five-month period, so it is amazing to me they feel entitled to charge me and refuse to even offer me a token partial refund.  This just further convinces me they are being unethical.  I could care less about the money.  They can keep their ill-gotten gain.  What I want them to do is stop s******* people by simply adopting industry best practice.  What good reason do they have for not sending a monthly confirmation of the subscription charge.... there is only one answer... then people who don't know they are being charged will know and they will have an increased rate of cancelation.  

   

   

   

   

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

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

  Business Response

  Date: 05/26/2023

  This customer was charged in full compliance with the terms and conditions that were outlined at the time of the purchase of the subscription. The *** scripting advises that the customer can cancel at any time by calling ** and the charge was agreed to at purchase. No refund can be given for an account for which a formal attempt to cancel was not made. We have cancelled the subscription at the customers behest and there are there will be no further charges. 

• Initial Complaint

  Date:03/17/2023

  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.

  About 6 to 8 weeks ago we stopped receiving our daily Paper delivery of the Wall Street Journal.Our online subscription status still shows valid and paid but the paper was just not being delivered.We have called numerous times on the phone to *** customer support and each time they tell us the same thing - They will escalate the issue with the delivery carrier.We've paid for the last 2 months subscription price without receiving one *** paper delivery and *** doesn't seem to be able to rectify the issue. That is why I am filing a complaint so that maybe this will finally get resolved and I can receive the *** paper again.Thanks,*********

  Business Response

  Date: 03/17/2023

  Upon further review of the account, the first time a missed delivery was reported was on 2/16/23 by self service. The first time 
  the member called and spoke to an agent was 2/23 and reported no delivery for 2 weeks. One other missed delivery was reported in 
  between the self service report and the phone call.
  Customer continued to call 4 times in March and the account was credited accordingly each time a missed delivery was reported. 
  I have escalated this concern to the Circulation Manager and will await a response from the delivery team. here...

  Customer Answer

  Date: 03/20/2023

  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 have not received a paper from WSJ in over 6 weeks.  They still have not resolved it. It may be great for them to give credit but we are still not receiving the paper so they have not resolved the issue at all.

   

   

   

   

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

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

  Customer Answer

  Date: 04/07/2023

  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:

  [Your Answer Here]

   We have not received a paper for almost two months and this still has not been rectified.

   

  Thanks,

  *********

   

   

   

   

   

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

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

  Business Response

  Date: 04/24/2023

  Reports of non delivery have been reported either thru the *************** by customer or the customer has reported non delivery with an agent by calling in.  We reached out to our circulation manager for the area to have delivery complaint addressed.  We are working diligently with the carrier to ensure delivery occurs.  

• Initial Complaint

  Date:03/16/2023

  Type:Sales and Advertising 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 have already told these people to REMOVE my deceased father from their junkmail lists and stop mailing solicitations that are now coming to me and yet they continue. REMOVE ***********************************, at my address from your JUNKMAIL solicitation lists. NOBODY is interested in your rag Numbers on the junkmail ************* ****** ** ****** **

  Business Response

  Date: 03/16/2023

  Dear Better Business Bureau, 

   

  Thank you for bringing this to our attention. We will reach out directly. 

   

  Cordially, 

  Member Services

• Initial Complaint

  Date:03/09/2023

  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.

  The Wall Street Journal keeps billing my card and will not stop! There is no way to cancel a subscription. I tried to cancel online and a message pops up to call, but NO ONE ANSWERS their phone lines. I'm stuck in limbo and they keep collecting $40 a month! They need to give me back my last three months of payments AND CANCEL MY ACCOUNT!

  Business Response

  Date: 03/09/2023

  The subscriber complied with the subscriber agreement and called in on March 08, 2023 where the auto-renewal had been removed. Thus the subscriber receives no further charges; our subscriptions are non-refundable. Please see our subscriber agreement below:
  ****************************************************;

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 was notified by email yesterday 3/7/23 that my "The Wall Street Journal Digital" subscription rate (Subscription ID: ************* would be increasing from $4/month to $38.99/month. I have not been previously notified. I logged into my account to find that I have been charged $38.99 since November 2022 through March monthly for a total of (5months x $38.99)=$194.95. The price at the $4/ month rate during this time is (5months x $4)=$20. The difference is therefore (194.95-20)=$****** My request for a refund of $ ****** was denied on 3/8/23 over the phone around 12:45pm.I wanted to make you aware of the below, as I fear this may be common practice:1) Dow Jones/Wall Street Journal did not notify me in a timely manner when a promo rate ended (5 months after)2) They did not provide an easy subscription cancellation process. The e-mail gave a link to cancel, which gives a message online that I have to call a number to cancel. A rep then answered that number after about 20 minutes on hold. I was given more promo rate offers to renew. I continued to cancel the subscription and was denied my request for any refund.I feel this was deceptive.

  Business Response

  Date: 03/09/2023

  Dear *****, 

  Thank you for contacting Dow Jones ****** Services in regards to a refund on your account. We apologize for any inconvenience. 

  The duration of all promotional rates are stated at the time of purchase. All changes to monthly rates are stated in advance of the change. The customer can also cancel their subscription at any time. For security reasons we cannot accept email cancellations and ask that customers call us to cancel their subscriptions. 

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

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

  Customer Answer

  Date: 03/09/2023

  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:

  Regarding the statement: "All changes to monthly rates are stated in advance of the change.":

  I was awaiting a notice of the end of the promo period that was not received in a timely manner ( 5 months later after 5 monthly charges at the higher rate)

   

  Regarding the statement: "The customer can also cancel their subscription at any time.":

  They do not provide an easy way to cancel.  I had to wait about 20 minutes to talk to a salesperson in addition to the time I spent first searching their website and attempting to initiate chat sessions.

   

  Because I fear my experience is not unique, I wanted to bring my experience to the attention of the BBB to hopefully prevent this for others.

   

  
  

   

   

   

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

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

  Business Response

  Date: 03/20/2023

  .Members agree to the terms and conditions of subscriptions at the start of subscriptions.  Monthly subscriptions are non-refundable.  Cancellations do have to be done by calling 1-800-Journal.  There are a few states that are eligible to cancel  WSJ online.  ********** is not an eligible state for WSJ cancellation, therefore members in ********** have to call to cancel.  Current WSJ subscription is set to expire at the end of month.

  Customer Answer

  Date: 03/21/2023

  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:

  I agreed to be notified when the promotional period would end.  I was notified 5 months after the promotional period ended, incurring different charges outside of the promo period.  I do like the product, but I have notified the BBB of your tactics and will not renew due to them.  I don't expect this to be resolved as I fear is this is by your design.  The BBB can do something if they wish, but I consider myself taken advantage of, ending my relationship here, and am moving on.

   

   

   

   

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

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

• Initial Complaint

  Date:03/06/2023

  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.

  Subscription email - ***************************** On Feb 17th 2023 I discovered that I have been overcharged by the wsj. I initially signed up for a $178 yearly subscription. However I noticed recently that I have several charges over that stated amount. On Feb 17th I spoke with ***** the supervisor with subscriptions. She told me I had a variety of inconsistent random charges from wsj. Charges including: Jan 2018 - $178.15 Dec 2018 - $110.97 April 2019 - $116.97 March 2020 - $134.97 July 2020 - $134.97 Oct 2020 - $134.97 Feb 2021 - $134.97 June 2021 - $149.97 May 2022 - $149.97 I was told I would receive a phone call within 24/48 hours after that Feb 17th call regarding my refund request which I have not received.

  Business Response

  Date: 03/07/2023

  Dear *******, 

  Dear *******,

   

  Thank you for contacting The Wall Street Journal 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 us. 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.

   

  Thank you 

   

  Customer Service
  
  

  Customer Answer

  Date: 03/14/2023

  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 subscription details and pricing are unclear when subscribing.  I thought I  subscribed to a plan in the amount of roughly $148 yearly.   Your email states that once I signed up I was automatically enrolled in a auto renewal subscriptionplan that charged whatever amount wsj charged without ever sending an invoice or asking my permission to charge any price increases.  I was not aware that I would be enrolled in auto renewal that charged any amount wsj determined on recurring schedule sometimes yearly or quarterly.  This fee policy was not clear at sign up any at all.  I thought I signed up for a yearly set fee plan.  I am concerned that the fee schedule is intentionally confusing and possibly predatory in that I was enrolled in an auto renewal policy where I was charged numerous times varying amounts all without ever receiving a notice from wsj or asking my permission.  I am requesting a refund for being overcharged more than the yearly plan that I intended to pay for.  The auto renewal policy is not clear and customers certainly should be notified of any price increases which I never was notified by wsj.  ]

   

   

   

   

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

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

• Initial Complaint

  Date:02/27/2023

  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.

  For the past several months someone had been making a U-turn next to my home and driving onto my lawn while doing the U-turn. This resulted in a large missing patch of grass and deep tire tracks being left on my lawn. I then decided to set up CCTV cameras to catch who was causing the damage to my property. I was able to observe and determine that it was the delivery driver for the Wall Street Journal delivering that paper to my neighbor's homes. On 1/25/2023 I contacted the *** and they advised that they would reach out to the delivery team. This has since stopped, however, they refuse to provide me the information of the delivery driver's manager or provide anything more than an apology for the property damage. I have provided CCTV footage to the *** and still have not been offered anything more than an apology. I am now financially responsible for the cost to repair my lawn that was caused by their driver. I have waited over 30 days for a response and have not received any real help. I find this type of conduct extremely unprofessional, especially since their careless driver used my lawn as a roadway for MONTHS!

  Business Response

  Date: 03/01/2023

  We have escalated this damaged property claim to our Circulation Team and provided them with the contact information. They will escalate with our delivery contractor to provide this member with a resolution to the damaged property claim. 

  Customer Answer

  Date: 03/07/2023

  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:

  [Your Answer Here]

   I have already been told this, the claim has been escalated for well over a month with no response. How can I be guaranteed that this is not the same lip service Ive been receiving? 

   

   

   

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

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

  Customer Answer

  Date: 03/09/2023

  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]

   My problem is still not resolved

   

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

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

  Business Response

  Date: 03/13/2023

  Dear *****,

   

  Thank you for contacting The Wall Street Journal regarding your property damage complaint. We apologize for any inconvenience and are happy to assist with resolving your concern. 

   

  Please be advised our ****** Services team has escalated your concern to the Circulation Manager in your area and also included our legal team to ensure your complaint is resolved in an efficient manner. The call back requested from your original complaint will be completed as promised. Thank you for your assistance in resolving this matter. 

   

  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. 

   

  Warm Regards,

   

  ****** 

  WSJ ****** Services Agent

• Initial Complaint

  Date:02/21/2023

  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.

  On 1/3/23 I called the *********************** to cancel my subscription to WSJ and Barrons. I was told that I received papers thru the end of the billing cycle. When I saw other charges later in the month, I called again and was told that they had no record of my call, total **. I'm still being charged; I want my money back and to stop all deliveries. I intend to file a claim in small claims court if I don't get a refund.

  Business Response

  Date: 02/21/2023

  Please be advised the subscriber contact history does not show previous contact as part of our subscriber's agreement, all subscribers must call in to cancel their subscription, each interaction is recorded. We have removed the auto renew as a one-time courtesy. Please see our subscriber agreement below:***********************************************

  Customer Answer

  Date: 03/01/2023

  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 digital record of my call to them, which I am sure will be enough for me to prevail in small claim court. If they have no record of any interaction why did they cancel my subscription over two weeks ago  Did they read my mind  

   

   

   

   

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

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

  Customer Answer

  Date: 04/03/2023

  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:

  They just lost a reader forever. They are not worth wasting my time

   

   

   

   

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

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

  Business Response

  Date: 04/03/2023

  We will review all the information and contact the subscriber to resolve. 

• Initial Complaint

  Date:02/13/2023

  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.

  I signed up for a 12-week trial of the Wall Street Journal on September 29 for $11.99. They charged my credit card on October 1, 2022. On December 23, 2022, they charged my card *****. I immediately called them and canceled the renewal at the new rate. They accepted the cancellation but refused to refund the ***** and forced me to take the paper until January 18, 2023. I feel what they did was deceiving and that I did do diligence when charged the new rate. Could you try to resolve this.

  Business Response

  Date: 02/13/2023

  Please see our subscriber's agreement as our subscription are non refundable.

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

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:
  
  I h

  I feel that it is a deceptive practice when you state can cancel at anytime then immediately follow that by saying with no refunds. The offer was ***** for 4 weeks as soon as they charged my card for renewal ***** I called to cancel however the office was closed from 3Pm December 23 thru 8Am December 27. In addition when going online to cancel it advised that I must contact them to cancel which at the  earliest December 27. When I talked to them on a recorded line I was offer the deal for ***** instead of ***** which I declined. They forced me to take the paper until January 18. I feel they should at least give me what they forced me to take at the ***** rate.I feel that this is a deceptive practice by saying cancel anytime when that is not true when connected to no refunds. In addition they made it impossible to be timely by being closed for business and making the online site not able to cancel even though they had a section on their website to cancel subscription. At the very least I should get a refund of ***** based on the offer I received from them on their customer service line which I believe they said was recorded so they can verify the offer was made. Thank you
  

   

   

   

   

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

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

  Business Response

  Date: 02/16/2023

  Please be advised, the subscription was automatically renewed on December 22, 2022 as per our terms and conditions and FTC scripting provided at the start of the subscription which states that all subscriptions are set up on automatic renewal. 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: 03/04/2023

  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 are using deceptive practices on cancelling by saying may cancel anytime . Then saying no refunds. Also they provide no way to cancel online. With their office closed from 3pm on December 23 thru 8am on December 27. They made impossible to cancel during that time period. They allowed you to subscribe online, but not to cancel online. This a deceptive practice for a company that should certainly know better as long as they have been in business
  

   

   

   

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

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