ComplaintsforInvestor's Business Daily

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IBD better known as investors business Daily falsely advertising this $50 for 5 weeks swing trader. Staying that for 5 weeks you see our investment swing and promised a big return. To only wait the 5 weeks and receive no return, they also allow you to sign up with an account then you pay the $50 when your on your account you see a whole bunch of stocks possibly fabricated and see numbers and stock that produces moving for you. After the 5 weeks they have the nerves to send you an email asking for more money. Upset me even more. I purchased this August 2023. I have pictured and video recording of the advertisement for this $50 for 5 weeks Swing trader. SCAM. My photos aren't uploading if I receive an email I will possibly have a better chance on there. Thank You

  Business response

  04/19/2024

  We are very sorry to learn of the subscriber's displeasure with her SwingTrader experience, as such is not our intended goal for any of our subscribers in our 40 years of business.

  The content, data, and/or materials that are included in, or referenced as part of, the services are for informational and educational purposes only and should not be construed as a recommendation, solicitation, and/or rating to buy, hold, or sell any securities. As such, users must make their own investment decisions based upon individual investment objectives, financial positions, and tax considerations. IBD does not make any performance guarantees, as stated in the IBD Terms of Use (**********************************************************************************************************************************).
  
  Should the user choose to further discuss the matter as stated, we welcome her to submit copies of the advertisements and/or correspondence in which the alleged false claims were made. Our customer support line can be reached at ************, Monday through Friday, 5:30 a.m.5:00 p.m. Pacific Time.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the leaderboard Trial but was not happy with the services because it was not working on my iPad. I submitted several support tickets but the issue was not fixed. I keep having to uninstall and ********* the app and it asks me to sign back in but I am not able to without uninstalling first. I was charged $69.99 on March 2, 2024, for a renewal that I did not authorize. I told the agent ****** to cancel the original charge made with my **** of america credit card and to charge my other credit card instead for IBD Leaderboard trial only and at no point did I tell her she can renew the subscription. I have also been charged $50 for swingtrader trial that I did not authorize. There is an issue with their shopping cart that I had informed **** about previously. Swingtrader was added and I could not remove it form the shopping cart, I closed the webpage and opened a new webpage to start over and only added IBD digital for $20. Yet, it seems I have been charged for both. The agents at IBD I have spoken to don't want to help. The support ticket is limited to 255 characters and they respond from no-reply emails which is concerning.I have attached 3 documents for your reference.Please kindly do the right thing and refund me for both charges totaling $119.99. Thank you.

  Business response

  03/12/2024

  We are sorry to hear of the subscriber's inability to utilize the services to which she subscribed. Upon review of the communication history (telephone, chat, and email), the subscriber was issued a refund due to the troubles she was having with her Leaderboard subscription. It should be noted that the Leaderboard app is an optional ancillary tool and does not represent the totality of the subscription, which is fully functional and accessible via mobile and desktop browsers.
  
  The subscriber repeatedly states that she did not authorize any renewal charges, which is false and in direct conflict with the Terms of Use (**********************************************************************************************************************************) to which all subscribers agree when they choose to conduct business with Investor's Business Daily. 
  
  Additionally, the subscriber states she was unable to remove an item from her shopping cart, but proceeded to process the order and failed to file a complaint about the billing until three weeks into the SwingTrader subscription, for which she is seeking a refund. 
  
  While the subscriber states, "the agents at IBD I have spoken to don't want to help," our review of the notes and telephone transcripts reflects otherwise and proves that agents have been met with verbal abuse amidst their attempts to assist. 
  
  The subscriber also states she has concerns about the inability to reply directly to email messages, but as reflected in the correspondence that she provided with this complaint, emails to investors.com are no-reply addresses. This system is a means of centralizing all email communication at a single location via the same contact form (investors.com/contact) the subscriber previously used to submit questions and concerns. 
  
  Once again, we are sorry to hear of the subscriber's dissatisfaction, but IBD has gone above and beyond to exhaust all reasonable attempts to address and resolve the subscriber's concerns. At this time, we are unable to provide any further refunds, and the subscriber should contact their financial institution should they find fault with the charges that were agreed upon and authorized at the time of purchase. 

  Customer response

  03/14/2024

   
  Complaint: 21382649
  
  I am rejecting this response because:

  I respectfully disagree with the comments made by the *** representative and I find her false claims concerning.  At no point was I abusive over the phone to any of the reps, the fact of the matter is they were giving me the run around.  There was only one woman that was nice and if she had answered the phone then I am sure she would have helped me and things could have been resolved peacefully.  I suggest that you speak to the reps and advice them to be more courteous and helpful.   Remember the customer is always right!  Not everyone uses a desktop, many people are on tablets and I like using my iPad.

  Sincerely,
  
  ****

  Business response

  03/19/2024

  Tell us why here...The subscriber's response states, "I respectfully disagree with the comments made by the *** representative and I find her false claims concerning.  At no point was I abusive over the phone to any of the reps,,,".
  
  Upon a second review of the subscriber's numerous (12) call recordings on 3/4/2024, we have found the rebuttal completely fallacious and without merit. In fact, on one of the many calls at 10:14:45 on March 4, 2024, the caller was so consistently verbally abusive that the senior agent with whom she was speaking was unable to speak and, with all manner of professional conduct, had to ask her to stop yelling, yet she continued despite the agent's request.
  
  The subscriber agreed to the Terms of Use, which are clearly presented before the online order process begins and are also readily available for all to view via investors.com. As informed by numerous representatives, it is the final position of Investor's Business Daily (investors.com) that the user is not entitled to any further refunds beyond the courtesies that have already been issued.

  Customer response

  03/20/2024

   
  Complaint: 21382649
  
  

  I am rejecting this response because:
  

  Once again I respectfuly disagree with the comments being made by investors business daily..  I recommend increasing the limit on the number of characters the support form allows so a more detailed explanation can be provided or enabling replies on  support ticket responses.  I think IBD has a great product and I just was having issues, I filled out the form multiple times and just needed some help.  Thank you.

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

  Business response

  03/20/2024

  IBD respects the user's decision to disagree with documented interactions and telephone recordings. 
  
  Regarding the subscriber's concerns about feedback form limitations, we appreciate and have documented the user's feedback, which plays a significant role in the improvements to the customer experience.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Investors Business Daily had a promotional offer that I subscribe to and was unaware that part of the promotional offer was auto pay after the promotional period had ended I never received an opportunity to cancel and I did not use the service after that which was May 2nd 2023 is when the promotional period ended and I have been charged since then to this day and I called them and they only think the customer representative could do was turn off my auto pay. I also did another promotional offer at $69 a month that ended July 2nd 2023 with the same problem I just happened to open my credit card bill that I have that I hadn't used in quite a while and saw these charges and was like I did not authorize this to happen.As far as I'm concerned they have stolen $740 or more from me with their predatory practice.I would like for them to refund $500 which is fair to us both. I don't need their service and they don't need my money. I appreciate your consideration in this matter. Thank you very much.

  Business response

  02/08/2024

  The subscriber purchased an IBD Digital 4-Month introductory subscription via investors.com on 12/28/2022 (invoice #*********). On 6/1/2023, the subscriber purchased an introductory subscription to Leaderboard (invoice #*********). Prior to and at the time of purchase, subscribers are advised of and must agree to the Terms of Use (**********************************************************************************************************************************) before creating an account and commencing the processing of their order(s). The terms are also made available on the page on which users enter their payment information.
  
  The following is an excerpt from the Terms of Use, which are readily available for public viewing at: **********************************************************************************************************************************.
  
  Purchased subscriptions are auto-renewed at the end of the subscription term and will continue until canceled by either you or the company. You may not receive renewal reminders prior to being charged for such renewals.
  
  Should you object to any terms and conditions of this agreement or any subsequent modifications or become dissatisfied with a service in any way, you agree that your sole recourse is to immediately: (1) discontinue use of the service(s); (2) terminate your subscription; and (3) notify the company's *************************** of your termination. To cancel a subscription, you can either: (a) call the company's customer success department at ************** in the ************* or **************** for international calls (hours of availability are available at askinvestorhelp.force.com/s/); or (b) login to your account at www.investors.com and click "My IBD" to view your profile, then click on "View My Online Subscription" and click cancel.
  
  If you sign up for a trial or introductory offer to a service (collectively, a "Trial"), your trial will automatically convert into a continuous, regularly priced paid subscription at the end of the trial period unless a cancellation request is received prior to the end of the specified offer period as further set forth below. Such regular subscriptions will auto-renew unless otherwise stated in the offer that you accepted.  For details, refer to our AUTO-RENEWAL & CANCELLATION POLICY and our REFUND POLICY.
  
  The user maintained the subscriptions through 2/8/2024, when he called to have the subscriptions canceled. As per the customer's request, the subscriptions were canceled and will not incur any future charges.
  
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a subscriber to Investors Business Daily and have been for many years. I renewed my subscription and now cannot get onto the site. It has been three days. I have been emailing and trying to chat. They just say no agents are available and nothing else is offered..If it is impossible to get this product any more I would like to cancel it. If I can get it as uual I will keep it.But they wont even respond.Thank you.

  Business response

  03/27/2023

  IBD records show this issue being resolved on 3/23/2023 2:20:04 PM, and the customer was advised of such via email #******** on 3/24/2023.
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Once you sign up to anything they offer beware of what you click on and exit when you're done. Because if you accidentally click on something they will take your money with no warning, no email, no credit card verification, and charge you until you cancel with no refund regardless to using their service or not. It's a scam as old as credit cards and it is voluntary on their behalf. After I signed up for one of their services "ibd digital" providing personal and billing information as well as sign-in and password they reused it to sign me up for another one of their services "swing trader" I didn't know about. For 3 months I was billed for both services and I actively used the ibd digital that I consented to pay for. But I was oblivious to the swing trader app and never once did I download or sign in or view in any way this service they were billing me for. I went and looked at my emails for a possible invoice or welcome from swing trader and I don't have a single email from them. When I called I was told they could confirm I signed up for their "swing trader" on my own and they don't do refunds. The lady also told me "people sign up for things and don't use them all the time". Basically acknowledging that it's standard practice for them to take hard-earned money from people without concern for their knowledge of doing so. This site employs all the tricks in the scam book for this tactic. I would rather be robbed in person and told I'm being robbed then swindled out of my money from a supposedly trustworthy company.

  Business response

  03/15/2023

  Investor's Business Daily (***) is sorry to hear of the subscriber's displeasure with the services he has received from our company. 
  

  Upon thorough review, we are able to confirm the user subscribed to both *** Digital and SwingTrader (Invoice #*********) on 8/12/2022. As per the Terms of Use to which all users must agree at the start of, and before completing their order, the subscriptions continued to renew at the regular monthly rates stated during the order process.
  

  Further review of subscriber records reveal that the user has multiple emails on record. Additionally, he also had the exact same subscriptions in 2021, and is thereby fully aware of the policies and procedures set forth by the *** Terms of use. 
  

  Based upon the findings of this review, *** has determined the subscriber is not entitled to any retroactive refunds on his subscriptions, which expired on 12/9/2022 .

  
  

  Customer response

  03/22/2023

   
  Complaint: 19521944
  
  I am rejecting this response because: you didn't even read my complaint, and you can't use our history as an excuse to scam me if you gave me a refund for this exact same thing before.  

    You did this exact same thing to me last time, too! But when I called to explain, you had the decency and integrity to actually check and see that I never used the service I'm requesting a refund for. And you refunded me then with no problem. If I recall, it was a pretty standard procedure as the person handling my case put me on a brief hold to corroborate my story and then refund me. It's one thing to set up your platform for people to easily mistakenly make purchases, but when you deny refund to returning customers for it with knowing for a fact it was an accident then you have turned into a scam artist or theif.

   Evidence of further unethical and/or deceitful behavior is in the first sentence of your response. Why would you say  "sorry to hear of the subscriber's displeasure with the services he has received" unless you; 1) didn't bother to read my complaint because I don't mention displeasure with services I received. My displeasure is with the deceitful manner in which I received those services and the fact that you don't send a single welcome or thanks for joining or receipt email to customers; 2) are trying to discredit me by insinuating I am just an unsatisfied customer who used your service and was "displeased". But you and I know that all it takes is a brief hold on my end for you to check and see I never used it. 

    What you are doing to hard working people is the equivalent of saying "hey look over there and taking something that belongs to them and when look back at you and say hey that's mine you say finders keepers"... You know this is wrong, and you are putting in a lot more effort than it takes to do the right thing by fighting it. And you're doing it to return customers too. Now I'm hard up right now because I rely on snow removal for winter income, and we didn't get any this year in Boston. But you probably could have avoided this whole thing had you offered a partial refund of like 80% or free access to your services or something like that. 

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

  Business response

  04/11/2023

  Upon further review of the subscriber's claims, Investor's Business Daily (***) maintains its previously stated position, as we have found the user fully aware of the policies and procedures set forth by the *** Terms of Service, to which he agreed at the point of purchase. If the user did happen to order in error, there was ample time for the user to contact and cancel the subscription, thereby preventing any further charges if, in fact, the services were not being used.

  Additionally, any prior refunds, as stated by the user, would have been offered as a one-time courtesy. ***'s review finds the stated claims to be both frivolous and erroneous in that there are no records of any prior refunds across the multiple profiles associated with the provided email address.

  Based on the aforementioned, along with all prior responses, *** deems the subscriber ineligible to receive any retroactive refunds on his currently expired subscriptions. Should **************** choose to pursue claims of fraudulent activity, we encourage him to refer to the readily available Terms of Use (**********************************************************************************************************************************) to which he agreed and pursue further resolution through his financial institution.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I pay for a subscription to Investors Business Daily and have been a paying subscriber for many years. In the past couple years delivery of the paper has been sketchy, with my having to call customer service to report non delivery of the paper I pay for. I am always told I would be given a credit to my account and that I should read the digital edition. I am handicapped and am not able to read publications on a computer and I rely on the printed copy of the paper to do my research into the stocks I buy. This is why I subscribe to the print edition of the paper. Each week I do not receive a paper I have to drive to a store and hope there is a paper copy of the paper to purchase . I utilize this paper to do research for the investments I make and not having it available impairs my ability to do research and make sound decisions. This is not why I subscribe to home delivery. All I get from the company is that they will report the issue. Unfortunately they never get back with me and I continue to miss getting my paper in a timely manner. I would like to know what to do to rectify this situation. Thank you.

  Business response

  01/24/2023

  IBD remains very sympathetic to the subscriber's delivery issues. Upon review of the account in question, deliveries are currently being handled by ***************** ************** *******
  
  It is very unfortunate but, **** delivery delays continue due to short staffing; and papers can be delayed anywhere from a few days to a few weeks until staffing shortages improve.
  
  While not ideal for the complainant, the subscriber's concerns have been reported to the postal service, and the account has been extended accordingly.
  
  At this time, the only alternate delivery option is via investors.com, where users can access a digital download of the paper in its original form.
  
  Should the user wish to explore the alternative, she may contact Customer Success at ************, Monday through Friday, 5:30am-5:00pm Pacific Time.

  Customer response

  01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business replied with no new information. This is a situation that is ongoing. Each time there is a non delivery I have to call and report the issue and am given a credit. This doesn't resolve the issue. They blame the post office for non-delivery. If this is an ongoing problem, perhaps the company should seek another carrier outside the ***** I cannot accept their suggestion to read the paper digitally. As mentioned in my original complaint, I am handicapped and cannot read from the digital format. It seems they may have overlooked that part of my complaint. I do not consider the issue resolved by any means. I will consider it resolved once I get the printed edition of the paper delivered each week on Saturday as it used to be delivered for many years.

  Customer response

  02/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  IBD can seek another source for delivery. Have they even tried to investigate this possibility? I do not feel they have made any positive steps to resolve the issue. All that is being done is a repeat of what I was told initially over the phone and no progress has been made from there.

  Business response

  02/01/2023

  We are sorry to hear the of the subscriber's displeasure with our response. IBD completely understands the subscriber's frustration with the ongoing delivery issues, and we apologize for any and all inconveniences. However, we have provided all currently available resolutions, and we are unable to provide any further options at this time.
  
  Should the user wish to continue with her subscription, we will continue working toward a resolution with the US *************** If she would like to explore the presently available alternative or exercise any other action, Customer Success can be reached at ************, Monday through Friday, 5:30am-5:00pm Pacific Time.

  Business response

  02/13/2023

  As previously stated, IBD is very sorry to hear of the customer's displeasure, and we have offered every possible resolution option available at this time.  Whether by by choice or incapability, the subscriber has repeatedly declined to exercise her rights to make use of those options. At this juncture, IBD is unable to assist this customer as per her desired outcome. Should she choose not to pursue the available solutions, she may want to consider other alternatives better suited to her needs.

  Customer response

  03/01/2023

   
  Complaint: 19315713
  
  I am rejecting this response because:

   

  It is not out of choice that I am unable to read the digital edition.  I am handicapped and cannot read the online version and this is precisely why I have paper editions of my other publications delivered on time to me.  IBD is the only publication that cannot seem to get the paper delivered to me on time. It is a timely publication I use to study and make important investment decisions. When it is delivered late ( anytime after Sunday evening is considered late), I do not have the material needed to do my homework before the market opens Monday morning.  I cannot pursue other options as there is no substitute for IBD. The response solution that was offered is not viable nor realistic.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Be aware of Investor Business Daily's so-called free trial subscription as it was a total scam. I signed up for their free trial subscription in June of 2021. Since I didn't find the info useful, I just let that trial subscription lapse and never logged into IBD again. But it turned out that IBD had been secretly charging my credit card twice a month without even bothering to send me an invoice-yes, you heard it right. No invoices at all. Can you imagine someone keeping on charging you without even sending you a notice about when, why and how much they will charge you?? Is that even legal to do so?? I had been so busy that I didn't check my account statements until the past June and was so surprised to notice these recurring transactions which totaled more than $1K! I asked IBD to refund the money and was turned down. It's so sad that IBD not only lacks good information but even the most basic business ethics. I don't want that bad experience to happen to any other people. Life is tough already and nobody should lose $1K for nothing, especially to a business that's so dishonest.

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/08/25) */ We are very sorry to hear of ******'s displeasure with his Investor's Business Daily experience. Subscribers to investors.com (IBD) online services are provided with a minimum of three opportunities to review subscription Terms and Conditions prior to processing their order. The first of such opportunities is presented at the bottom of promotional advertising and/or email communications. These details are readily available to would-be subscribers before they proceed to the order processing page. The second and third opportunities occur before and during the order processing stage is completed. ****** initiated two subscription orders (#********* and #*********) via investors.com on 6/18/2021. As per the Terms of Use to which all subscribers agree at the start of their online order(s), the two subscriptions renewed at the regular monthly rates of $34.95 (#*********) and $69.00 (#*********), as indicated on the billing information page, prior to order completion. While we do understand occasional oversights, the subscription was billed as per the Terms of Use, to the subscriber-provided credit card each month since 7/2/2021. While it is not IBD procedure to send monthly billing statements, online subscribers have readily available access to all billing information, expiration dates, and additional information in their online account. Subscribers to IBD online services, are free to cancel at any time prior to renewal billing. IBD records reflect no such request(s) or any communication until 6/16/2022, when he was advised how to cancel the subscriptions in question. Following is an excerpt from the Terms of Use, to which the subscriber has agreed. "Your Subscription will automatically renew and continue until terminated by the Company or until you notify the Company of your cancellation. You may cancel your Subscription at any time. Your registration constitutes advanced consent to receive and pay for the Subscription in the future on a continuing basis, without further consent, until you or the Company cancels the Subscription. For details on cancellation, refer to our AUTO-RENEWAL & CANCELLATION POLICY and our REFUND POLICY." For further review, the full Terms of Use can be viewed via the investors.com homepage at https://www.investors.com/home/investors-business-daily-inc-terms-of-use/. Consumer Response /* (3000, 7, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) What a well-packaged and lame answer! That actually show exactly how IBD is taking advantage of people rather than conducting a honest business. Everyone knows how those so-called "disclaimers" works nowadays: they are super lengthy and full of legal wordings and I don't know how many people would have the time and/or capability to go through all the details before they will just passively click through all the buttons in order to proceed. This is exactly what happened. I don't know why it's okay for IBD to not send statements either via email or mail. After all, I receive periodic statements for all other services like water bills, health insurance monthly invoice, cable bills, etc. The excuse of info being available in the online account is just so lame--if you think you no longer have the subscription, would you even bother to log into it? IBD is basically scamming people into making continuous payments while we are just in the dark not knowing they are secretly charging our credit cards! I request that IBD send me my online access record from the time when the trial period ends to the time when I eventually found out and cancelled the subscription and a copy of any information IBD has collected about my account during the previous 12 months. I'll talk to my lawyer and file a case against IBD since the California Consumer Financial Protection Law protects consumers from unlawful, unfair, deceptive, and abusive practices. Business Response /* (4000, 9, 2022/09/13) */ We are very sorry to hear of ******'s displeasure with the Terms of Use to which he admittedly disregarded when he chose to proceed with his subscription purchase. While we fully understand the vast majority of people prefer not to read such important documentation, we strongly encourage our users to review them at any time via investors.com. Unfortunately, we are unable to force users to act in their best interest by doing so. We are unable to speak on the practices of any other company with which ****** may conduct business. However, as previously stated, IBD is currently unable to and does not send monthly statements. Online subscribers are free to review their billing history and all other account information at their convenience. As ****** by his own statement feels he has been scammed and secretly billed, IBD encourages the subscriber to review his monthly bank or credit card statements. IBD has provided a service in accordance to the Terms of Use, which are readily accessible for all to review at the start, during, and after order processing. Should ****** maintain IBD has operated outside of stated IBD Terms of Use, and prefer to seek legal counsel as he has stated, further communication should be directed to IBD Legal Services.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my subscription of Investor's Business Daily in Feb or March 2022. My subscription was for the digital version of the newspaper and I canceled via the Internet. In July I noticed IBD was charging my credit card the monthly subscription fee $37.40. I called customer service on 7/28/22 and the representative said IBD customers can only cancel the same wat they subscrbed, because I subscribbed via phone I had to cancel via phone, other customers that had subscribed via Internet had to cancel via Internet. I asked the representative why I wasn't warned by a screen display that I had to cancel by phone when I initiated the request and the rep said it wasnt even possible for me to cancel by Inetenet. I asked for a courtesy refund and the rep said that wasn't possible. My memory is I processed my cancelation by selecting an option on my account screen while logged onto IBD. I am requesting a full refund of the monthly fees from Feb 2022 to present date. The company policy of forcing customers to cancel via the same method they subscribbed (without warning the cutomer if vis IBD's ridiculos policy they have selected the incorrect method) strikes me as unethical and designed to ensure IBD can bill monthly fees long after thier customers have stopped logging online to read Investor's Business Daily.

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/08/15) */ We are sorry to hear of the subscriber's displeasure with ************* policies and procedures. Subscriptions purchased through telephone agents are currently unable to be canceled via the ************* website. We sincerely apologize for this inconvenience, and will document the subscriber's concerns as a suggestion for future product and service enhancements. We have thoroughly reviewed the subscriber's contact records, and we are unable to locate any online or email cancelation requests as the customer has stated. According to our records, the last posted online activity occurred on 9/1/2019, which was a change of password. As per the Terms of Use to which the user agreed at the time of purchase, and readily accessible via *************, the subscription in question is billed on monthly basis. we are unable to issue refunds for access to services between February 2022 and July 2022. Should the subscriber wish to discuss available options, he can reach Customer Success ******************************************************************** Anyone of our representatives will be able to assist. Details and available options have been noted in the subscriber's account.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have never delivered a subscription ever after signing up over 2 months ago.. I've contacted them multiple times about the non-delivery issues and they assured me that I would receive the next issue. We still have not received a single paper.

  Business response

  06/17/2022

  Business Response /* (1000, 5, 2022/04/21) */ We apologize for the subscriber's inconvenience. We have been working with our local distributor to address and resolve the issue. In so doing, the subscriber's account was credited by way of subscription extension for each reported incident. Due to ongoing issues with the current delivery method, we are able to offer alternate options, however, while actively working to resolve the delivery issue, the subscriber chose to cancel the subscription. Should the subscriber choose to consider alternative options, he is more than welcome to contact IBD Customer Success at (XXX) XXX-XXXX or (XXX) XXX-XXXX, Mon-Fri, 5:30am-5:00pm Pacific Time. Consumer Response /* (3000, 7, 2022/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) IBD admits to being aware of distribution issues but doesn't provide subscribers signing up foe delivery any warning in advance so that the person can make an informed decision in whether or not to purchase a subscription. Furthermore, IBD did not deliver a single issue for over 2 months. Refund the initial charge since you obviously can not provide a product. Business Response /* (4000, 9, 2022/05/02) */ The most recent complaint states not a single issue was delivered, which does not appear to align with the initial complaint. Upon review of IBD distribution records, the customer filed only two complaints in the month of March, and the account was credited/extended to compensate for the total number of papers 4 as originally reported. As requested by the subscriber, the subscription was cancelled and set not to renew as per IBD Terms of Use. Once the subscription is cancelled, all attempts to resolve the delivery issues are halted by the distributor. Should the subscriber choose to further discuss this matter, we strongly encourage he contact IBD Customer Success at*********************************************************************** Consumer Response /* (4200, 11, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) All incorrect. My initial compliant says not a single issue was delivered. Also you have refunded all issues since they were never delivered except for my initial charge to start. You should not offer a product you can't deliver. As per your own words, you knowingly have delivery issues in that area. Please refund my initial fee since you could not live up to your end of the service. Business Response /* (4000, 13, 2022/05/26) */ The initial *** complaint dated 4/13/2022 states: "They have never delivered a subscription ever after signing up over 2 months ago. I've contacted them multiple times about the non-delivery issues and they assured me that I would receive the next issue. We still have not received a single paper". The initial complainant's subscription began on 2/7/2022. The first complaint received by IBD occurred on 03/22/2022, at which time the issues reported were for 3/7/2022, 3/14/2022, and 3/21/2022. The next complaint was received on 3/29/2022 with regards to the 03/28/2022 issue. All reported incidents have been recorded and the account was credited/extended in accordance with said complaints submitted by the subscriber. If the subscriber has not received a single paper, IBD was not made aware of this until after he submitted his *** complaint. In consideration of our last response to this matter, the subscriber has disputed the response but has yet to contact IBD for any further resolution as requested. Should Mr. **** wish to have IBD address the concerns as stated, we are more happy to assist and can be reached via telephone at*********************************************************** The complainant has been advised, via direct written communication, of the same.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently paid *** dollars for a 3-year subscription to IBD digital. On the profile with the attached picture, it clearly indicates that the subscription has expired. The system currently works but does not list me as active. I have called IBD on three separate occasions and sent 2 additional email chats asking for this to be addressed. The last response indicates that I won't see a bill and that it has been billed. It is as if no one there reads or listens to what is being said.

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/04/21) */ We apologize for any inconvenience the subscriber has experienced, but as previously advised, the website only reflects information on digital subscriptions ordered via the online store. This functionality has been the standard throughout the subscriber's history with Investor's Business Daily. The expired subscription noted in the provided attachments reflect the previous 2-year IBD Digital subscription, which as explained above, was purchased via investors.com, hence the reason the subscriber is able to view that information online. As is the case with all subscribers, for any assistance with subscription orders not processed via investors.com, the subscribers will need to contact Customer Services via chat email or telephone. Should the subscriber wish to retain the ability to view and manage the subscription information online, he will need to cancel his current plan and repurchase via ************* Consumer Response /* (3000, 7, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did contact the customers service department with three phone calls and 2 chat messages without resolution. The person responding to the complaint does not even take the time to read it thoroughly. Business Response /* (4000, 16, 2022/05/13) */ We apologize for any inconvenience the subscriber has experienced, but as previously advised, the website only reflects information on digital subscriptions ordered via the online store. IBD staff has explained this to the subscriber on multiple occasions. A simple solution has also been been provided. To date, the subscriber has not taken action toward resolving his concern as stated below. Should the subscriber wish the ability to view and manage subscription information online, he will need to cancel his current plan and repurchase via investors.com. We are unable to resolve the issue if the customer chooses not to avail himself of the readily available solutions. Consumer Response /* (4200, 18, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is highly inflammatory. At no point has IBD tried to contact me outside of the BBB website. I have contacted them now on 7 occasions without an adequate response. I would be more than happy to have IBD cancel my subscription and refund my money. To say that I do not avail myself is beyond ridiculous. I waited on hold for over an hour on the phone on 2 separate occasions. I indicated in my original response that I would not do this again. The service this company provides has completely changed since its ownership changed. Business Response /* (4000, 20, 2022/05/26) */ We are once again very sorry to hear of the subscriber's displeasure with our response, which provides a thorough explanation that addresses his specific complaint. We have provided every viable opportunity for the subscriber to resolve the issue to his benefit, yet from the time the complaint was filed (4/5/2022) to the present (5/26/2022) our records show no further attempt by the customer to avail himself of the provided resolutions. The customer states he has contacted us on seven occasions without an adequate response. Our records show the subscriber has not initiated any telephone, email, or chat communication regarding this matter since the initial filing of this complaint. He also states he waited on hold in excess of one hour on two of those occasions. With all due respect, our average wait time on any given day is both consistently and substantially less than one-minute thirty-seconds, with very few rare exceptions and never anywhere near an hour. Additionally, the subscriber also states he has not received any contact regarding this matter. However, a detailed email (Case *********) was sent to the subscriber at the email associated with this complaint on 9:12am PST on May 13, 2022. As previously advised on multiple occasions, the functionality of which the subscriber's complaint is based has been the standard throughout the subscriber's history with Investor's Business Daily. While we have fully documented the subscriber's concerns, we are unable to instantly change a long-standing policy to accommodate the needs of a single subscriber. That being said, we do actively and regularly review all subscriber complaints and suggestions for improvements to our product and service offerings. As we have been unable to meet the subscriber's demands, we strongly encourage him to contact Customer Success at*************, Monday through Friday, 5:30am - 5:00pm PST for final resolution. We are unable to address and resolve the issue at hand without communicating directly with the subscriber. We look forward to hearing from ************* in the very near days ahead. Consumer Response /* (4200, 22, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom It May Concern: The response is inaccurate. It describes the functionality as being the same for years and yet when you talk to the associates answering the phone, they indicate you just need to log out and log in. It was also never a problem on my account before. There is a general lack of understanding regarding this despite it being prevalent per the response. I did not indicate I waited 1 hour once on the phone. I have called three times waiting 15-20 minutes with each. I have friends who have also waited this long in the past 3 months. The stated wait of 1.5 minutes is inaccurate. Despite now having had 8 points of contact with this company it has now provided their phone number again. The tone of the response also indicates this problem is due to multiple deficiencies on my part. The system has an error. No one I have spoken with has an understanding of the error and they state to restart the program. Despite 8 points of contact I have not tried to reach out directly enough per the response. Why not just refund my money and we go our separate ways? I am now paying to be treated as though I am dishonest and not working hard enough toward a resolution. These responses are shocking. The system has a quirk no one knows about, no one knows about it at the company, and no one from the company can contact me as I can wait on the phone again. Any other business I have utilized BBB for has always simply called me and the issue was resolved as the complaint goes to someone able to fix it. With IBD, the customer is the problem. Just refund my money so we can stop this....please. ****************** Business Response /* (4000, 24, 2022/06/09) */ Once again, we apologize for any inconvenience the subscriber has experienced, and have provided every available opportunity for the customer to resolve this matter. As of 6/9/2022 the subscriber has chosen not to avail himself of the available resolutions as provided both here in via direct written correspondence. We are more than willing to work towards a resolution, but if the subscriber is focused toward the same and wishes to resolve this matter, including but not limited to cancellation, he will need to contact IBD as previously requested. We are unable to resolve his concerns via BBB interactions. IBD can be reached via telephone at*************, Monday through Friday, 5:30am-5:00pm, or Saturday, 5:30am-9:30am PST. Consumer Response /* (4200, 26, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) IBD refuses to contact me directly and continues to ask that I call them. I have already done this 3 times, chatted twice, and now responded to IBD several more. They suggested I made up the wait times, which is outrageous. IBD acts like it is impossible to pick up the phone and call me directly with someone that can actually address this. I have never seen such a thoughtless and ridiculous settlement offer. IBD claims I am fixated and yet they have offered nothing different and remain fixated that I can call their general number. The program has quirks, the wait times are long, and the answers are preposterous. Despite these facts IBD continues to look at how I have a problem. Business Response /* (4000, 28, 2022/06/16) */ As of 6/15/2022 IBD has received no communication from the subscriber who continues not to avail himself of the available resolutions provided both here and via previous written communication. We have also attempted to contact the subscriber by telephone, without success. IBD has made every attempt to educate the subscriber on currently available options, limitations, and other resolutions. As previously noted, IBD can be reached via telephone at*************, Monday through Friday, 5:30am-5:00pm, or Saturday, 5:30am-9:30am PST. Consumer Response /* (4200, 30, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) IBD did leave a voice message indicating that they were calling at my demand to state that the options were exactly as written in the response and no refund would be given. The only call back option given was the general line, which is always given. I can then speak to someone that has no knowledge of this entire situation and could not fix this issue before. The condescending tone continues to be problematic, and I was even accused of lying-in prior correspondence. At this juncture, I do not wish to have any further communication with IBD. They continue to act as though they are reasonable, respectful, and rationale. None of this is true. I am glad to give up on the 800 dollars I have already paid if IBD agrees to never contact me in any form again. They are correct that I will probably never be satisfied with their responses now given the handling of this complaint. Business Response /* (4000, 32, 2022/06/23) */ ************* last contacted Investor's Business Daily (IBD) on 4/5/2022 at 8:07 AM. Through numerous written (email) correspondence, attempted telephone (voicemail) communications from the Director of Customer Success, and prompt responses to each BBB complaint, IBD has consistently offered ample opportunities for resolution of his concerns. As of 6/23/2022, IBD has not received any response since the aforementioned last contact by the subscriber on 4/5/2022. As such, IBD finds the ongoing complaints both excessive and frivolous. Should the subscriber truly wish to resolve the issue, it is imperative that he contact IBD directly at*************, Monday through Friday, 5:30am - 5:00 PST.

*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. ↩