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:03/10/2025

  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 had a monthly subscription to ***********, IBD Live, and IBD Leaderboard associated with an account under my primary email address. At some point last year, I tried to update the email address associated with that account. This broke my account, and I could not log in or access any of the *** products I was paying for. I reached out to customer service to complain and fix the problem, but they could not fix the problem. I asked them to disable the old account and disable all subscriptions, and meanwhile I created a new account and re-subscribed to the same *** products using the new account. Several months later, I discovered that the credit card associated with the old account was still being charged $70 per month, every month, despite the old account having no subscriptions listed.Old account order numbers:Order number for IBD Digital subscription: ********* Order number for IBD Leaderboard subscription: ********* Order number for IBD Live subscription: ********* New account order numbers:Order number for IBD Digital subscription: ********* This double-charging on both credit cards associated with both accounts has been going on since at least January 2025, so I am asking that the company refund me $210 ($70/month for 3 months) for the subscription cost associated with the old account.

  Business Response

  Date: 03/10/2025

  The subscriber has multiple email profiles, which are managed as completely separate accounts. The subscriber initiated contact with *** Customer Success on 3/10/2025, from an email account not found in our records. A subsequent email was received from another email account in which there are no active subscriptions. 

  Through exhuastive research, we were able to locate the billing and active subscription associated with yet another email address not mentioned by the subscriber. 

  The billing in question is the result of the user request to cancel a subscription and accepting a free extension in lieu of the subscription cancelation, which in accordance to the terms stated at the time of acceptance, resumes billing at the standard monthly (or previous) rates should the subscriber fail to cancel the subscription.

  A courtesy refund of the most recent charge has been processed as of 3/10/2025, with a request for further refund eligibilty review submitted to the accounting team.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23041140
  
  

  I am rejecting this response because:
  

  
  I appreciate the courtesy refund and forwarding the request to the accounting department.
  
  
  However, I take issue with several statements in your email:
  * I never agreed to "Terms" involving re-subscribing to Leaderboard. I only signed up for a 5-week trial of Leaderboard. I asked that the trial be canceled when I had the problem changing my primary email address.
  * The Leaderboard subscription does NOT show up anywhere under the account.
  * The primary email of the account is not ********************** (I tried to change it to that, which is what screwed up the account in the first place). It is ************************ (the old email that I was trying to change). I cannot log into the old account using the email address ************************* I can only log in using the email address ************************. And when I do log in, there are NO SUBSCRIPTIONS listed. There is NO LEADERBOARD subscription. There is NO RECORD OF ANY BILLING ACTIVITY OR CHARGES WHATSOEVER. These are ghost charges going to some dummy account that does not exist. There is no account with the primary email address ********************** 
  
  
  The whole problem here is with your accounting system, specifically when I tried to change my primary email address it created a new subscription under the new email ***************************** but there was never an account associated with that email address. I appreciate the attention and the offer of 1 month of refund, but I am asking for a refund of 3 months' worth of double-charges, due to the fact that this issue was caused by ***'s systems, not fixed by ***'s customer service team, and further compounded by *** offering me a "solution" that ended up costing me even more money. You need to refund me for 3 months ($210 total) and acknowledge that this is a problem caused by your company's faulty accounting system that could not handle changing a primary email address. Thank you.

   

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

  Business Response

  Date: 03/13/2025

  Mr ******* **** purchased a Leaderboard 6 Week introductory subscription via **************************, which at the time of purchase, the subscriber was advised of and agreed to the terms of the purchase as specified in the Terms of Use, which is readily accessible via the ************************** homepage, and can be accessed via the following link: (**********************************************************************************************************************************).

  As per the subscribers email request of 8/27/2024, the email address was successfully changed from ********************** to ******************** and confirmed with email case #********. It should be noted that there were no changes to the users account other than the requested change of email address. 

  On 8/29/2024, the subscriber requested a cancellation of the subscription and was offered an opportunity to keep the subscription with a 30-day extension. It should be noted that users are informed that billing will resume at the standard rates upon completion of the agreed upon extension.
  While we understand there may have been some period of misunderstanding, we have issued a courtesy credit of $207.00 ($69.00 x 3) to the original payment method. 

  Should the subscriber have additional questions or concerns, he may contact IBD Customer Success at ************** or **************, Monday - Friday, 5:30am-5:00pm Pacific Time.

  
  

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23041140
  
  I am rejecting this response because: The information provided by the business is completely and utterly false. The business's description of their actions is inaccurate, and their claim that my email address was successfully changed is provably false. The primary email address WAS NEVER CHANGED as the business claims. I have attached screenshots in my prior correspondences that show the primary email address was never changed to ********************* That primary email address has no account associated with it. Their customer service literally responded to tell me that THEY COULD NOT CHANGE MY PRIMARY EMAIL ADDRESS, and yet the business response to my complaint claims they changed my primary email address. This is nonsense. The business is lying.

  I am still waiting for the business to admit their wrongdoing and acknowledge their system failed to update my primary email address. I am still waiting on three months' worth of refund ($210) that I originally requested. I am also still waiting on the original refund that was promised but that has not been credited to my credit card. What on earth is going on over there. Please, (1) ISSUE THE ONE MONTH REFUND YOU PROMISED, and (2) ISSUE THE ADDITIONAL TWO MONTHS REFUND I HAVE ASKED FOR. And please stop presenting provably inaccurate information. 

  I cannot believe these unethical business practices. I have never dealt with incompetence and outright lying from a company. Please issue the $210 refund.

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

  Business Response

  Date: 03/24/2025

  As per our 3/13/2024 correspondence, a courtesy refund in the amount of $207.00 has been issued to the original payment method. The subscriber should contact his financial instirtution or any further concerns regardin the refund in question.

  Investor's Business Daily has no further information or comment regardingt this matter, and thereby considers this matter resolved.

  Customer Answer

  Date: 03/24/2025

   

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:03/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/12/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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.