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Dow Jones & Company, Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Dow Jones & Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:12/01/2022
Type:Product IssuesStatus: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.
Date of transaction: March 4 or 5th 2021.Disputing only monies paid from March 2022 to present Approximately $320 USD.Wall Street Journal promises that it will not automatically renew subscription if contacted by phone. I contacted *** the day of accepting their promo offer, explaining that l did not wish to renew after the one year. (spoke with *****)*** renewed my subscription for the following year against my explicit instructions to the contrary. New rate is a full ****% increase. From $4 to $40 per month. They deny having received my instructions to cancel.No, the business has not attempted to resolve issue. Flat out denies receiving my instructions not to renew. (l suspect that this may be a wide spread business practice of the ***** I've been in touch with *****, ********, ***** and finally ********* from ****** Services. I've tried to revolve this matter, and even asked for a one year subscription gratis without renewal. I would really like a refund but I know that would be fruitless. My membership ID for the *** is #************.Business Response
Date: 12/01/2022
Dear *****,
Thank you for contacting Dow Jones regarding your billing concern. We apologize for any inconvenience and are happy to assist further.
Please be advised our team has investigated your concern and concluded at the time of purchase the subscriber had knowingly accepted a subscription with the introductory rate of $4.00 per month for the first year which had increased to the standard rate of $38.99 per month. The customer had been advised of the rate increase at the time of purchase and had not called to cancel their subscription until November 2022. Our policy states that all subscribers must call in to cancel 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 has also been provided at the time the subscription is started.
Our Cancel and Refund Policy is available to review at any time in our customer center in the link provided: ******************************************************************************************************************************
Please be advised the current WSJ Digital Package subscription has been taken off Automatic Renewal and is set to expire on December 4th, 2022. No further charges will be made on this account. We apologize for any inconvenience you had with the cancel/refund policy. The customer has been reminded they do have the right to file a dispute for the charge with their credit card company.
Sincerely,
The Wall Street Journal
Customer Answer
Date: 12/01/2022
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:Their response comes as no surprise. Why on this good earth would I continue to take actions to refute or at least attempt to seek justice, unless I was absolutely and unequivocally sure that I called ***** (the customer rep) on or about March ******** requesting that my subscription not be renewed. In fact, it's the principal of the matter. I will not roll over and unwittingly be taken advantage by big business and unscrupulous practices. In fact, I rarely read the *** and detest their outlandish right wing editorials.
I've offered an olive branch. I am not even asking for my $320 USD to be refunded. All I am asking for (as silly as it sounds) is one year of online digital subscription with no renewal. Big deal. I just want to walk away with something, even if it's just a stupid subscription.
If my efforts through BBB are unsuccessful I will contact the news media. They might be interested in how a pensioner on a fixed income got duped. I am sure I am not the only to be taken advantage of.
thank you! ***********************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business Response
Date: 12/05/2022
Dear Subscriber,
Thank you for contacting ****** Services regarding your refund. We will be glad to further assist you. Upon further review, I am showing that your subscription has expired. We are not able to provide you with digital subscription for one year.
Thank you,
****** Services
Customer Answer
Date: 12/08/2022
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 becauseI am not in the least surprised. I feel that I've been had and have little recourse but reach out to the media with my story. Incredibility stupid and shortsighted on their part!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
Date:11/29/2022
Type:Product IssuesStatus: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.
Dates: 9/20/2022, 10/23/2022 and 11/25/2022. Wall Street Journal refuses to cancel my digital subscription. I have attempted 3 times, and they still continue to bill me.They also refuse to send any email corresspondence verifiying cancellation. However, they assure me on each attempt the subscription has cancelled.Business Response
Date: 11/29/2022
The subscription is set to expire 12/04/2022. The auto-renew is turned off therefore it will automatically cancel out on 12/04/2022.Initial Complaint
Date:11/29/2022
Type:Product IssuesStatus: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 never subscribed to the **** yet I have continued to have it delivered since mid October. I have sent 8+ emails asking that they stop delivering the paper. They acknowledged 1 of those emails and said they would have it taken care of. I contacted our local Chamber of Commerce to identify the distributor who we believe is the ***************** but they have not responded. Today is November 29, 2022 and I continue to get the *** for which I have never subscribed. All it is doing is filling my recycle bin. Admittedly, I have not been charged any money yet, but fear that will be the next issue. In addition, as we are out of town often, I do not want papers piling up on my driveway highlighting that we are not home. I have done everything I can think of to get this addressed, but nothing gets done. All I want is for the deliveries to stop. Thank you.Business Response
Date: 11/29/2022
Dear Valued Customer,
Thank you for contacting ****** Services regarding your delivery concern. We apologize for the inconvenience you have experienced and are happy to assist.
Please be advised that we have forwarded this information to the Circulation Manager in your area to ensure that delivery to your home address is stopped immediately. Additionally, since you are not a subscriber, there will be no charges associated.
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,
****** Services
Customer Answer
Date: 12/07/2022
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:You recently closed your file, but unfortunately the Wall Street Journal has still not fixed the issue. We continue to get the paper delivered. Given that we are often away, these papers will just pile up, which is not a good situation. I continue to put them in our recycling bin. Please reopen your file. I would appreciate any help you can provide in getting these deliveries stopped ASAP. Thank you
******************;
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Business Response
Date: 12/07/2022
To Whom It May *********************************************** you for your correspondence and for alerting us of your concern. Upon further review of the account, there are no active subscriptions currently or in the past. I have contacted the Circulation Manager in the area to report this concern and ask that deliveries to the following address stop immediately.
375 Hillhurst, ****, ** 60013
Somyyah
Member Services
Business Response
Date: 01/13/2023
Dear *******,
Thank you for contacting The Wall Street Journal regarding this delivery concern. We apologize for any inconvenience and are happy to assist further.
We are sincerely sorry your complaint has not been resolved. Please be advised our ****** Services team has reached out several times to the Circulation Manager in the area regarding an immediate stop to your address. Your concern has been further escalated to the delivery contractor. We have been assured that the delivery should stop. The Circulation Manager has been reminded of this ongoing issue as of today January 13th, 2023. The Circulation Director should have also reached out to you to discuss this issue you are experiencing.
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: 02/01/2023
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:11/28/2022
Type:Service or Repair IssuesStatus: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.
My father (***********************) was a subscriber to the ******* Journal (***), a publication owned by Dow Jones & Company, Inc. He passed away in early 2020. I called to cancel this *** account in March 2022. During the call, the *** rep told me they would cancel it. But they also asked if I would like to sign up for an account myself. They offered me an introductory offer of $4 / month for the first year. I agreed. Several months later, I look at my records and see that the *** has been still charging me twice, once for my father's account ($42.21 / month) and once for my own account ($4 / month). I called the *** rep ****** for a refund, but they refused. I ended all subscriptions to the *** at that point.I am asking to be refunded for all charges to my deceased father's account from the time of the original call (March, 2022). This totals to $295.47.Business Response
Date: 11/28/2022
Hello,
Thank you for bringing this to our attention. We will contact the subscriber directly.
Cordially,
Member Services
Customer Answer
Date: 11/29/2022
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:11/18/2022
Type:Service or Repair IssuesStatus: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 purchased our home in September 1, 2022. The previous homeowner had a subscription to the wall street journal. When we bought the house the paper continued to get delivered to us. We figured it was just delayed getting forwarded to the subscribers new address. After roughly a month I called the wall street journal to ask them to stop delivering the paper to our house since if we don't grab it for a few days it can make our home look like we're not home and thus be a security risk as it may invite thieves? The agent sounded like they understood and the paper stopped coming for a couple weeks. But then a month ago it started coming everyday again. So I called back to the wall street journal again to ask them to cancel it getting delivered to us. They said they couldn't stop the delivery since we're not the subscriber. I again made it clear the subscriber no longer owns this home and/or lives here and we wish for it to stop being delivered. The agent said they couldn't cancel it. And we've continued to get the paper delivered everyday. It continues to pile up at times and thus make it look like we're not home and thus could invite thieves. So please get this delivery to STOP coming to our house. It just gets thrown away.While I filled it out earlier in this form to submit my complaint, here is my address again just to make sure y'all can get it stopped***** **************************************************************************** The previous account subscriber was either ********************* or ***********************. But again they sold this house and no longer live here. Please make the wall street journal (and any others... ********) stop. Thank you!Business Response
Date: 11/18/2022
We have tried to reach out to the former homeowner. We will stop delivery within two business days.Initial Complaint
Date:11/17/2022
Type:Billing IssuesStatus: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 did not receive the notice I was told I would receive regarding the expiration of my promotional period. I would have cancelled before the November charge if I knew that the promotional discount had expired. I have not used this service in months, but had kept it active as it was only about $4 a month. I was charged $40+ this month. This whole business practice of allowing people to sign up for subscriptions online--but not be able to cancel them online--is criminal at worst and super sketchy and unethical at best. Shame on you WSJ.Business Response
Date: 11/17/2022
Dear Subscriber,
Thank you for contacting **************** and we will be glad to further assist you. We have issue a prorated refund and cancel your current subscription with us.
Thank you
****************
Initial Complaint
Date:11/07/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
signed up for trial subscription to Barrons financial magazine for 1$ fir the first month.never received a copy and actually forgot about it, until I realized they started charging me 14.99$ each month starting in January 2022.after contacting the company the promised to look into it.received 1 copy, then deliveries stopped again.when contacted again this october, company's rep offered me 1 free month......so far I've spent well over $100 for a single issue of Barrons...on top of it I had exactly same experience with subscription to wall street journal.charged over $100 for a subscription that I never received.overall after having spent in excess of 200$ I have received 1 copy of Barrons.When trying to complain about the *** issue, company told me theres nothin they can do.......it all seems like a bizarre scam from a third world country.thanks for your help in advance.Business Response
Date: 11/08/2022
According to our records we have not had a contact to report a missed delivery for ******** prior to the most recent contact since April. In April, the missed deliveries were adjusted for and there was a 1 month courtesy added on top of the adjustments for the missed deliveries. In the previous contact in October, we have adjusted the renewal date for the missed deliveries reported and contacted our Distributor to resolve the delivery issues. We have once again followed up with our Delivery Operations team to get these issues resolved. The member also has had full digital access since the start of the subscription where they can access the paper weekly via the e-reader. There were also two voicemails left for the member after the last call made in October to follow-up on the delivery issues.Initial Complaint
Date:10/24/2022
Type:Customer Service IssuesStatus: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 for The Wall Street Digital subscription back in Ostober 15, 2021 as there was an offering to get a discounted pricing of $4.30 a month. The deal priced expired in June 15 2022 so I called at begining of June to cancel subscription as I did not use it that much and did not want to pay the full price of $41.91 a month ( that is a 10X of what I was paying) However, the subscription was not cancelled and The Wall street journal continued charging me for the full amount. from June till October 2022, when I realized that the charges were continuing . My mistake was not to pay more attention on the monthly charges, but that is not excuse for a serious business as the Wall Street Journal not to cancel when I called. In any case, as soon as i realized, I called back and try to a) cancel the subscription and b) get a refund for the previous month that they were charging me withoout my knowledge and authorization . The first call, the rep hunged up on me and never called back. A scone call I asked to speak to a surpervisor , which did nto solve my problem completely. They saiid that the subscripotion is now cancelled ( will check on nov 15 to ensure that I am not charged anymore) but I was not successful on resolving the refund for the 5 previous months that I was charged full price. Need help addressing and getting my money back and ensuring that I am not going to be charged anynmore in the future.. I will certainly no do any future business with this company.Business Response
Date: 10/24/2022
Dear Valued Customer,
Thank you for contacting ****** Services regarding your cancellation and refund request . We apologize for the inconvenience you have experienced and are happy to assist.
We are sorry to hear that you wish to cancel your subscription. Unfortunately, due to security reasons our policy states that all subscribers must call in to cancel prior to the renewal date. After reviewing your account, we were not able to see any contacts of an attempt to cancel your subscription prior to your call on October 15, 2022. Based on your request, the automatic renewal was removed from your subscription allowing it to be expired effective November 13, 2022.
Should you have any further questions or concerns please do not hesitate to contact us.
Initial Complaint
Date:10/17/2022
Type:Product IssuesStatus: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 subscribed for the *** online a while back with the introductory rate. When it came up for renewal I called to cancel and the operator offered to extend the offer which I obliged. They asked for another email contact which I provided my personal account. Without my knowledge the put a new account under this email where the introductory rate applied. So I was paying for two accounts and when the earlier account reset to the new rate of $40+ I called that day to cancel. This is when I found out I was paying on two accounts. They refused to refund me for the double pay and would not refund the charge from today for $40+. The *** should be ashamed--what a disgrace. Once a trusted publication is now no better than the ******* and Comcasts of the world playing renewal games. No one in their right mind would every pay in excess of $40/mo for a digital subscription. In my eyes this is a blatant form of fraud.Business Response
Date: 10/17/2022
Thank you for bringing this to the attention of ****** Services. We will review and contact the consumer directly.
Cordially,
****** Services
Customer Answer
Date: 10/19/2022
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. They did reach out and credited me the amount I was due.
Sincerely,
*******************************
Initial Complaint
Date:10/06/2022
Type:Billing IssuesStatus: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.
Spoke with a representative who agreed to cease charging for a subscription months ago, a subscription that neither I, nor the representative I spoke to, had record of. WSJ proceeded to refund me the amount they fraudulently charged, for which there is evidence. WSJ has now proceeded to charge my account 3 separate times in the last week, just as they did months ago, for a subscription which I have not consented to enter into. Concerning that such a widely touted publication might be running a billing scam -- something other news outlets might take an interest in. Happy to provide documented evidence for all claims -- take caution, those who are considering getting their news here!Business Response
Date: 10/07/2022
Hello,
Thank you for bringing this to the attention of ****** Services. We will review and contact the consumer direct.
Cordially,
****** Services
Dow Jones & Company, Inc. is NOT a BBB Accredited Business.
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