Complaints

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:01/09/2023

  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 Columbus Dispatch restarted a subscription that was cancelled 2 years ago without any direct contact with our household to confirm the subscription was desired. I called to the newspaper to inquire why the paper was being delivered. (promotional item?) The newspaper reported it had received an unsolicited payment, without an active account, without an open invoice, and without an confirmed order to restart the service. The newspaper admitted it assumed the payment arrived for one of their services and made the choice as to which service was required. No effort was made by the newspaper to call my family to confirm a service was being requested. I have struggled with communication to the newspaper for nearly a month to get the newspaper to cancel the unwanted service, stop the delivery, confirm when and how a payment was received, and to work with me to have any payments received in error returned to my family. Newspapers started arriving via USPS the second week of December and I called on or about Dec. 14 2022 asking for delivery to stop and sharing that I had no record of ordering the service or sending a payment. I was told by the customer service representative that the service would be cancelled, that an "investgation request" was entered into the newspaper system to determine how and why the service was restarted, and that I would be contacted with the results. I never received any further contact. I called 01/09/23 and used the on-line chat service due to multiple attempts to reach someone on the phone only to be left on hold due to excessive wait times. The customer service contact on 01/09/23 stated that the acount was still active, "no refunds" is the company policy and refused to provide the correct management contact with whom I could speak to resolve the matter. The newspaper contact provded a verbal confirmation that a payment of $89.98 was received and posted at the newspaper billing center on 11/17/22. I have contacted my bank and learned that an electronic payment of exactly $89.98 for services provided by an internet service provider was incorrectly routed to the newspaper. I wish to receive a full refund of the $89.98 payment sent to the newspaper in error and without a request to the newspaper to provide any of their services.

  Business Response

  Date: 01/11/2023

  January 11, 2023
  **** ******
  **** ******** **
  ******* ** *****
  Daytime Phone: ***** ********
  E-mail: ***************
  
  Complaint *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and his account with the Columbus Dispatch. It is standard practice for all Gannett publications to start an account when payment is received. Further research is not conducted; payments are received by a bank and then imported into an account. The payment received to their account was in check form.
  
  Mr. ****** himself admittedly received paper delivery to his home during this time. We do not offer refunds and accounts are stopped on the paid-through date and not before.
  
  This is an error within his financial institution, not that of the newspaper. He will need to contact them for further assistance in this matter.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  

  Customer Answer

  Date: 01/12/2023

  Complaint: ********
  
  I am rejecting this response because: 
  
  The business is not addressing the failure of the business to confirm that services were desired prior to reactivating a discontinued account.  The business is also failing to acknowledge that no request for a specific service was made and no one contacted me to discuss which of there varied services were to be provided.

  The payment was not in an amount that matched any of the standard business subscription prices.

  Had a simple phone or email message communication been made by a business representative this error could have been avoided.

  I would like a management level representative to review the complaint and to contact me to discuss the detail of this matter.

  Regards,
  
  **** ******

  Business Response

  Date: 01/18/2023

  January 18, 2023
  **** ******
  **** ******** **
  ******* ** *****
  Daytime Phone: ***** ********
  E-mail: ***************

  
  Complaint #********
  
  Please accept this as confirmation we have received Mr. ******’s rejection. Our previous response did acknowledge his concerns, “Further research is not conducted; payments are received by a bank and then imported into an account,” this was stated to inform him why no contact was made to him. Gannett, Inc. receives payments from over 200 publications daily. Research of each payment is not possible and is not conducted.
  
  Subscription rates vary, the offers displayed online are for new subscribers only. Despite the rate a subscription is on when payment is received, the system will accurately extend the expiration date. Mr. ******’s payment paid for a month of delivery.
  
  I am a member of the management team and have made the decision that a refund will not be processed. Aside from this complaint, Mr. ******’s first contact with a member of customer service was on 1/9/23 when he terminated delivery. This is a month after the payment was received and applied to his account. He has received the product his payment paid for. Mr. ******’s account does not have a balance to refund.
  
  Mr. ****** will need to speak with his bank, as this is their error for any compensation. Again, a refund will not be issued from the Columbus Dispatch.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  
  

  Business Response

  Date: 01/30/2023

  January 30, 2023
  **** ******
  **** ******** *r
  ******* ** *****
  Daytime Phone: (**** ********
  E-mail: ***************
  
  Complaint #********
  
  Please accept this as confirmation we have received Mr. ******’s rejection. We have explained numerous times our stance on Mr. ******’s complaint. He and/or his financial institution made an error and sent payment to an organization where he had an account. Mr. ****** admitted to receiving the newspaper and waited more than a month after the payment was applied to contact us. There will not be a refund given.
  
  Our management team does not have a direct number to offer. As previously stated, I am answering this complaint as a member of management. He is welcome to send an email to *************************** with his BBB complaint number as the subject line, and I will be more than happy to explain things to him again, as I have done here.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer Answer

  Date: 01/31/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18711636
  
  I am rejecting this response because: 

  The current representative of the business continues to misrepresent the facts and mahke any effort to confim communications I have had with the Coumbus Dispatch.

  I contacted the local Columbus Dispatch office within days of the undesired services beginning and demanded teh service be stopped and the refund be issued.  It was not one month after servicesb egan.

  The accurate timeline was explained in the initial BBB filing.

  I cancelled the account and services approximatey 2 years earlier.  The Columbus Dispatch did not close the account as requested.

  I have repeatedly asked for a direct contact at the Columbus Dispatch with whom I can discuss and resolve this matter.

  I am again asking for the matter to be escalated to the next level of management for resolution.

  Regards,
  

  
  **** ******

• Initial Complaint

  Date:01/04/2023

  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.

  They don't deliver my papers! Five days straight and there's nothing, this happens so often off and on!

  Business Response

  Date: 01/12/2023

  January 12, 2023
  ***** *********
  **** ****** ***** **
  ************ ** *****
  Daytime Phone: (**** ********
  
  Complaint *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ********* and her delivery issues. Based on her information, the last complaint lodged against her carrier was on 10/28/22; this was also the last known contact with Ms. *********. It is important to report missed deliveries as they happen to ensure her account is credited accurately and that her carrier is held accountable. She may use the automated services by calling 1-877-734-7728, using the account management portal at dispatch.com or emailing [email protected].
  
  I have notified her carrier and their manager of her concerns and requested an immediate resolution.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  

• Initial Complaint

  Date:12/29/2022

  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 called the Columbus Dispatch on Nov. 17th 2022 and paid in full for a 6 month subscription of their Sunday paper. Today is Dec.29th 2022 and I have Never Received my first ever paper! This Sunday will be the 6th week and quite honestly I really don't think I will see a paper. I have probably contacted them at least 10 times via live chats, emails and phone to no resolve of my problem. I also was told many times that they were sorry however I would receive my Sunday paper later that same week ! That turned out to be a lie also! They really have a poor cutomer service dept! Hopefully you can help get my problem solved. Thank for your time and help in this matter! Jack ******

  Business Response

  Date: 01/17/2023

  January 17, 2023
  **** ******
  **** ****** **
  ********** ** *****
  Daytime Phone: ***** ********
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and his delivery issues. We apologize for the frustration this has caused. I have escalated his concerns to our senior members of management within our Circulation department. They have advised me that the carrier will be addressed and held accountable. Mr. ****** will also be placed on a verification list where his delivery will be verified with a member of management each scheduled day of delivery. A manager will deliver the edition if a carrier has not yet left one. If Mr. ****** receives two papers, it is for this reason.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer Answer

  Date: 01/25/2023

  Thanks to your efforts my delivery problem has been solved on getting my Sunday Dispatch.
  After not getting a paper for 2 months we have finally started receiving it. Thank-you again for your help!
  
   Best regards,

  
  **** ******

• Initial Complaint

  Date:12/19/2022

  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 have been a Sunday only subscriber to the Columbus dispatch. The paper has not been delivered the last 2 Sunday s. The dispatch will not refund to me the credit card charges for the paper, which is $ 4.33 prr week. The CSR said they have a no refund policy. Is this not ridiculous! You are supposed to give them your money and they don't have to give you anything in return? I want my money back period! This is not a acceptable business practice!

  Business Response

  Date: 12/21/2022

  December 20th, 2022
  ****** ****** 
  *** ******* ******** ** 
  ******** ** ***** 
  Daytime Phone: ***** ******** 
  E-mail: h**********************
  
  Complaint *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and his refund issues. Any time Mr. ****** reported a missed delivery, his account was credited and his expiration date was extended. If a subscriber chooses to stop their service it is scheduled to be on the day the account expires. There will be no refund provided to Mr. Strang. 
  
  For more information, we encourage Mr. ****** to review aboutyoursubscription.dispatch.com. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist  
  
  
  

  Customer Answer

  Date: 01/09/2023

  ******************** *************************
  11:58 AM (2 hours ago)
  to Better
  
  Hello BBB. I contacted my Credit Card Company and they have credited my account in full for the amount of the claim. So you can close my case. Thank you for your help. ****** ****** 

• Initial Complaint

  Date:11/29/2022

  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.

  I have an ongoing problem with this business because delivery is irregular if not negligent. They do not make any effort to get one to seniors on the day we let them know. All they want to do is add another day to the services we are not getting. I believe that seniors are being taken care of. There are many times they call for saying that we are behind in payments and yet we feel we are up to date by our careful record keeping. I would like to ask for my account to be reviewed to determine the precise balance. that is owed or due me.

  Business Response

  Date: 12/01/2022

  November 30th, 2022 
  ******* ** ********* 
  **** ****** ***** ** **** *** 
  ********* ** ***** 
  Daytime Phone: ***** ******** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********* and his service issues. Based on his account the last complaint lodged against his carrier was on 9/16/22. It is important to report missed deliveries as they happen to ensure his carrier is held accountable and his account is properly credited. We have let his carrier know of his concerns and requested consistent delivery.  
  
  At this time, his account expires on 12/5/2022.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  Subscription Management Specialist  
  
  

• Initial Complaint

  Date:09/24/2022

  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 have been a long-time customer of The Columbus Dispatch but recently decided that it wasn’t worth the money. Before I could cancel my subscription, the annual fee was automatically charged to my credit card. When I called on Feb 13 and canceled my subscription, I was told it would take several weeks to receive my refund. Apparently, instead of immediately refunding my money to my credit card and THEN deleting my information, my card info was immediately deleted and a refund check was sent. I called their customer service on May 13, June 3, and June 20 regarding my missing refund and was finally told by a supervisor on that last call that a check for $243.83 was issued and allegedly sent to me on March 3 and subsequently cashed on March 16. I told them that I never received a check and never cashed the said check, so apparently someone intercepted the check in the mail and cashed it without valid identification. I think they should be able to find out who cashed the check and where, but their customer service failed to respond to the email that I sent on June 20. While I understand that the fact that someone else cashed my check is not directly their fault, I do feel that the way they that they handle refunds is a disservice to their customers. It makes no sense to me that they wouldn’t just issue my refund to my credit card before deleting my card information. I had already paid an annual fee, so there was no risk for my credit card to be charged again for a year. I am angry that I never got my refund, and I am also extremely disappointed with their customer service. It took me three phone calls and a request to talk to a supervisor before I got specific answers. I was told by representatives during my phone calls on May 13 and June 3 that “it was being looked into and escalated” with no mention of the fact that my refund check had allegedly been issued and subsequently cashed. I want my money back, but I also don’t want others to be treated like I was.

  Business Response

  Date: 09/27/2022

  September 26TH, 2022 
  ****** ******** 
  **** *** *** * 
  ********* ** ***** 
  Daytime Phone: ***** ******** 
  E-mail: ************************ 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******** and her refund issues. We are sorry for the frustration this has caused. Ms. ******** is not eligible for a refund for the reasons she explained in her complaint. I have attached the endorsed check made out to the account holder, Mr. ***** ********, who also endorsed the cashed check. I have attached it for your review.  
  
  It is standard practice to remove a credit card from an account when a subscriber decides to terminate their account, refunds are not processed immediately when requested, therefore causing a check to be distributed.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  

  Customer Answer

  Date: 10/01/2022

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ********

• Initial Complaint

  Date:09/08/2022

  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 have told them several times (more than 4 times) that I am not renewing. I just received 2 phone calls back to back demanding payment in the amount of over $6.00. I cancelled my subscription as I was not renewing. Now they won't leave me alone for a service I did not wish to continue. They keep sending me emails that my subscription will be ending soon. I'm not renewing and they are now harassing me. I told the guy when he called me from the 844 number that I will seek an attorney for harassment and he just started laughing then called me immediately from a 330 number.

  Business Response

  Date: 09/10/2022

  September 9th, 2022 
  *** ******** 
  **** ******** *** 
  ********* ** ***** 
  Daytime Phone* ***** ******** 
  E-mail: ****************** 
   
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******* and his digital account. Mr. ******** experienced phone calls requesting payment due to several declined credit card transactions and a past due balance that generated. His account was not cancelled and there was no contact with the publication. Our third-party vendors collect payment only and cannot cancel an account. It is standard practice to call and speak to an agent when cancelling, but as a courtesy I have terminated his digital subscription.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

  Customer Answer

  Date: 09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because: 
  I DID CANCEL and I have numerous emails from them that the subscription was ending. Also, I literally just got off another phone with them. I AM DONE WITH THE COLUMBUS DISPATCH! Any further contact from them and I will talk to my attorney regarding this matter. Ever since the Columbus Dispatch changed ownership their service sucks as is reflected in their BBB rating.

  Business Response

  Date: 09/23/2022

  September 22nd, 2022 
  *** ********  
  **** ******** ***  
  ********* ** *****  
  Daytime Phone: ***** ********  
  E-mail: ******************  
    
  Complaint ********* 
  
  Please accept this as confirmation we have received a rejection from Mr. Weingart. His account was terminated with the receipt of his initial complaint on 9/9/2022. I have placed him on the ‘Do Not Contact’ list per his request.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

  Customer Answer

  Date: 09/23/2022

  I accept the business's response to resolve this complaint.

  Regards,
  *** ********

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair 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 a online membership for digital subscription. I am charged $4 a month. The dispatch emailed on 8-20-22 an offer for a 2 year membership for $22. I purchased it. They gave me a new account number for the 2 year membership. I have called multiple times and emailed customer support. They said the canceled my $4 month account **********. I was charged my $4 today. When I log into my account it keeps showing the $4 month account. An email I got back from the dispatch said everything was taken care of. That is a lie. I can't get an american member on the phone. It is an over seas call center. The 2 year membership account # *********. I want this fixed and a $4 refund. Know seems to know how to correct this. My email on the accounts is [email protected] I called on monday 8-15-22 8-16-22 and emailed them on 8-16-22

  Business Response

  Date: 08/26/2022

  August 26th, 2022 
  **** ******* 
  ***** ****** *** ** 
  ***** ****** ** ***** 
  
  Complaint #1******* 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******* and his refund. A refund of $4.23 has been initiated and will return to his card in 7-10 business days.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

  Customer Answer

  Date: 08/26/2022

  
  I accept the business's response to resolve this complaint.
  Regards,
  
  **** *******

• Initial Complaint

  Date:08/10/2022

  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 have been a subscriber to the Columbus Dispatch for the last 9 years. In that time there have been multiple instances of no paper delivered. In each instance I have called the automated system to register the complaint. On August 2, I spoke with a customer service representative at the Dispatch to cancel my subscription because I had not received a paper since Thursday, July 29. I also called to have the prepaid August fee $93.60 credited to the card on file. The customer service representative agreed to refund the pre-paid August, 2022, fee and also offered a $104.00 refund for the papers I had paid for and not received in the past. As of August 10, today, I have not been credited for the prepaid August, 2022, subscription fee, nor the $104.00 refund for non-delivery. I have submitted a dispute to the credit card on file. I am submitting a complaint to the Better Business Bureau as well. thank you ******* ******* ******* ***** *** * ******** ** *********** ** ***** ************ **********************

  Business Response

  Date: 08/10/2022

  August 10th, 2022
  ******* ******* 
  *** * ******** ** 
  *********** ** ****1 
  Daytime Phone: ***** ******** 
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******* and her refund issues. Based on her information she is only eligible for a refund of $104.00; this is what remained on her account at the time of cancellation. When Ms. ****** reported one missed delivery during the timeframe mentioned on 7/31/22. This does not constitute a full refund of a previous payment. Ms. ******* will receive her refund back to the credit card on file in 7-10 business days. Please note, that she is not eligible for an additional refund. In the event, Ms. ******* successfully disputes her charge and she receives a refund, the money will be placed back on her account as a past due balance.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Heather
  Subscription Management Specialist  
  
  
  
  
  
  

  Customer Answer

  Date: 08/11/2022

  I am rejecting this response because: 

  I will accept the $104.00 refund to my credit card - this refund represents the prepaid $93.60 for August, 2022 PLUS a refund of $10.40 for the missing July, 2022, papers.

  However, they have NOT recognized the missed deliveries over the last several years - which average 2/month.  I would like an accounting of the missed papers reported to the automated phone system for the last 2 years and a refund for those as well as the $104.00.  To not refund for missing papers, which I have paid for in advance, is deceitful and dishonest.

  
  Regards,
  
  ******* *******

  Business Response

  Date: 08/11/2022

  August 10th, 2022
  ******* *******  
  *** * ******** **  
  *********** ** *****  
  Daytime Phone: (**** ********  
  E-mail: ********************** 
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ******’s rejection. As we have stated Mr. *******’s expiration date was extended one day with each reported missed delivery. There will not be any bulk credits for missed deliveries not lodged on the account. The only refund Ms. ******* is eligible for is $104. This is what remained on her account at the time of cancellation. 
  
  Thank you,
  
  Heather
  Subscription Management Specialist  
  
  
  
  
  
  

  Customer Answer

  Date: 08/12/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17697558
  
  I am rejecting this response because: 

  perhaps it is not clear what that $104.00 is.  Is this the refund of the (already billed) $93.60 for August, 2022 plus $10.40 for papers not received at the end of July, 2022? Or, is it a refund for papers which were not received and for which a complaint was lodged?  

  I want both:

  1.  the $93.60 billing for August, 2022, reversed on my credit card.

  2.  A credit for papers pre-paid and not received where a complaint was lodged with the automated system.

  Regards,
  
  ******* *******

  Customer Answer

  Date: 08/15/2022

  Mon, 15 Aug 2022, 07:35 pm

  re complaint ******** 

  You sent a message that you have closed the complaint because I was not satisfied with the response. My dis-satisfaction stemmed from a lack of clarity on the refund. I was told I would get a $93.60 refund for
  prepaid August PLUS $104.00 for undelivered papers when I spoke with a customer service agent at Gannett on August 2. I did not receive ANY refund until August 12 after I contacted the BBB. So... the complaint has been satisfied, I have received the refund that was due to me/us. I do not believe I would have received a cent until I complained to the BBB.

  
  thank you for your assistance with this matter ******* *******

• Initial Complaint

  Date:08/09/2022

  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.

  Not getting my Sunday paper as promised. Saturday went digital. I paid for Saturday & Sunday for the whole year. They did not give me a refund for Saturday when they went digital & I do not have a computer. I would like a refund for the Saturdays that I no longer get. From the time they launched the digital. in Feb or Mar. Now my Sunday paper this past weekend did not come, I called & it should have been delivered within 2 hrs. It did not come then. I called again & they offered it to be delivered on Monday or my subscription extended by 1 week. I pressed the button to deliver it the next day & it was not received on Monday either. I tried to call today but their phone system is automated & you do not get to speak to a person & the options did not apply.

  Business Response

  Date: 08/10/2022

  August 10th, 2022 
  **** ******* 
  **** ******* ** 
  ********* ** ***** 
  Daytime Phone: ***** ******** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******* and her delivery issues. Upon review of her account, she received credit for the missed delivery on 8/7; we are unable to deliver this paper to her. I am sorry for the inconvenience.  
  
  There will not be any refund or credits for the removal of the printed, Saturday edition. Ms. *******’s rate is 50% less than the newsstand prices.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Heather 
  Subscription Management Specialist