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Business Profile

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Hearst Connecticut Media Group
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Hearst Connecticut Media Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 68 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/29/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Oct 22, 2024, I ordered the promotional pricing for the digital version of ********* ***** at $.99/week. (confirmation is 1st attachment). I knew I would cancel prior to the promotional period ending, and placed a reminder in my ****** calendar to cancel the order on April 2, 2025. On April 2, I called Hearst Media to cancel my order, a full 3 weeks prior to the end of promotion period. (see proof of phone call in 2nd attachment). I just got billed on my AMEX statement on April 12th from Hearst Media for $19.96. I contacted their customer service this morning and spoke to Jennifer. She proceeded to listen to the taping of the call I made on April 2, 2025 - and subsequently confirmed that I did indeed cancel my order. However, she stated that even though it was a Hearst Customer Service Rep's error, their policy does not allow for refunds. This must be illegal!! I am seeking a refund of $19.96 payment. Thank you so much for providing the opportunity to voice my complaint.

      Business Response

      Date: 04/30/2025

      My team has reached out to the customer, awaiting the reply. however, the account was stopped, and a refund is in process.

      Customer Answer

      Date: 05/02/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      I received full credit back to my account today.  I know this would NOT have been resolved without your assistance.

      Sincere thanks for all you do to protect US citizens from fraudulent practices.  Your organization is truly appreciated!!!

      Best regards,

      ***** *****

    • Initial Complaint

      Date:03/31/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called the ******* ********* ###-###-#### on 3/12/25 to place my home delivery of the ******* ********* paper for vacation hold. Hold was to start on 3/16 and all papers to be delivered 3/28. I did not receive my papers. I’ve called the ********* repeatedly over the last few days and they said the papers would be delivered but they never were. I pay over $50 a month for home delivery. I would like my newspapers. I don’t want my account extended (which I think they will offer that). Please resolve this issue for me. Thank you

      Customer Answer

      Date: 04/01/2025

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

       

      This issue has been resolved 

       

      Thank you

       

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

    • Initial Complaint

      Date:03/17/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 supposed to receive the *********** Post on Thursday and Sunday and have just recently mailed my payment to extend my subscription through June 1. The carrier did not deliver my paper on Thursday, March 13. I called at 11 AM and all their representatives were busy but on the automated line I requested a re-delivery for today, Friday, March 14. Needless to say I just got home from work and the carrier again did not deliver my Thursday paper. I live in a condominium and my neighbors are really good about if the paper comes and I am at work they put it right in front of my door. They said they never saw a carrier today. I don’t care how they get it here, but the Thursday paper has all the circulars and the ******** flyer that I use for my grocery shopping. I PAID for the paper, I tolerated it when the carrier didn’t deliver it Thursday, I requested a re-delivery on Friday and yet their carrier couldn’t get it here Friday either. I want the Thursday paper that I was supposed to get with ALL the flyers from March 13. I can’t believe somebody requests a replacement paper after not getting the paper they’ve already paid for, and they can’t get it delivered! I would like to replacement paper by Sunday, Thank you. And when I tried to email the business at the address they provide on the *********** Post website,you try to send it and it says no valid address! Maybe provide a customer service email address that actually works? Anyway, I would like my Thursday paper delivered by Sunday, March 16. Thank you, ***** ****** ****** ******* ****** ********** *****

      Business Response

      Date: 04/08/2025

      To Whom It May Concern: this customer is all set, my inhouse team did assist.

       

      Customer Answer

      Date: 04/08/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:03/03/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      ******* **** ***** auto reviewed my subscription, I called to cancel and they refused to credit my credit card charge (auto pay). They are charging for a period that has yet to start (3/5/25-4/5/25), I can understand if the renewal service period already began but it has not. I was not provided any notification of this charge (discovered viewing my credit card statement online- charged on 2/26/25). Evidently according to them it is in the fine print. Even internet service providers provide credits for unused services when cancelling.

      Business Response

      Date: 03/07/2025

      To Whom It May Concern: My inhouse team did leave a message for *** *******, stopped the account and provided a refund of $19.97. 

      if he needs anything further, please let me know.

       

    • Initial Complaint

      Date:03/03/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Today is March 1, 2025. On September 8,2024 I ordered a 26 week subscription to The Hour digital access edition. That subscription will end on March 8, 2025. On February 27, 2025 my **** card on file was charged $19.96. On February 28, 2025 I called the Hour to let them know I wished to cancel at the end of my original agreement (March 8) and asked for a reversal of the charge. They told me I was not eligible for a refund. Nowhere in the original confirmation does it state that they will charge my card 10 days in advance and not allow refunds. On February 28, 2025, I called the bank that issued my **** card to dispute the charge. I find it incredible that Hearst Media will not issue a credit for a subscription that hasn’t even started yet. If not illegal, I view their policy on refunds as disingenuous at best.

      Business Response

      Date: 03/04/2025

      To Whom It May Concern: My team reached out to the customer and has left messages for a call back. However, the customer did dispute the charge with his bank and in that instance, we cannot refund the customer as we would be charged back once the bank settles it.

      Thank you,
      Jessica

    • Initial Complaint

      Date:01/27/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Hearst did not cancel my subscription for ** **** online when requested back in December. The last charge should be in January. Instead they charged me for an additional month. I called the company and asked to speak to a supervisor and was disconnected 4 times. I am incorrectly being charged for the month of Feb 2025.

      Business Response

      Date: 02/27/2025

      To whom it may concern,

      My inhouse team spoke to **** ****** and she is all set.

      thank you,
      Jessica

       

    • Initial Complaint

      Date:01/17/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was charged on my credit card and I did nor subscribe.

      Business Response

      Date: 01/23/2025

      To whom it may concern, 

      we have a signed ***** order that was started on 4/21/204 to start a Sunday only newspaper, at that time a credit card was provided. since then, only one payment went through successfully all other payments have been cancelled.

      we cannot process a refund as **** ******* stated this was fraud, she must contact her bank to file a fraud report.

       

      Thank you,

      Jessica

       

    • Initial Complaint

      Date:01/06/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Greetings, I purchased a newspaper subscription (*********** ****) and the company failed to deliver the paper 3 days in a row. After hours on the phone and as many promises that I would receive the paper that day guaranteed, but I never received the paper. Out of frustration, I canceled my subscription but they refused to refund my money. The company claimed their no refund policy is on the terms when signing up, which it s not (attached). link to purchase page showing terms: *********************************** I received an email (attached) to call the company to contact them by phone to discuss but it is an automated prompt system that requires an active subscription to access. So there is no way for me to contact them by phone. That was a deliberate wild goose chase by the company. I am a disabled senior citizen and they have stolen my money and failed to provide their contracted service. Please help. Sincerely, **** ***********

      Customer Answer

      Date: 01/08/2025

      Greetings,

      I would like to withdraw my complaint.

      The business and I are I communication to resolve the issue.

      Thank you.

      Sincerely,

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

      Business Response

      Date: 01/08/2025

      To Whom It May Concern: My customer service team reached out to the customer and was able to save the customer with delivery. the customer agreed that if the paper does not arrive he will get a refund.

       

      thank you.

      Jessica

       

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have called and emailed for 6 years to get the advertising papers from being thrown in my yard, they stop for a while then start again at this point I feel it is harassment and will now seek every means possible to stop this, please help since the company fails to even respond.

      Business Response

      Date: 12/18/2024

      To Whom It May Concern: we have spoken to the District Manager of the carrier and coded the account to not receive delivery.

      my team also left a voicemail with their direct line.

       

      thank you.

       

    • Initial Complaint

      Date:12/10/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      In the beginning of 2023 we ordered the Sunday edition paper from Hearst media group of ***********. We noticed after several months the paper was not arriving as per the agreement. We contacted their customer service group and told them we had never received the paper that we had paid $25 per month as per the subscription fee. They told us there was nothing they could do other than Refund $25 and fix the situation. Six months later we’re still not getting the newspaper and they are still charging us. When I contacted them saying that I’m still not receiving the product or have ever received any product and would like a refund they again told me they could only offer $25. I have spent more than $400 on a subscription that I never received and was only credited $50 through two separate occasions. Contacting customer service was unfruitful and I was only told it was my fault for not contacting them more often.

      Business Response

      Date: 12/12/2024

      To whom it may concern, we spoke to the customer, and applied credit to his account, provided a refund, and adjusted the account.

       

      Thank you,
      Jessica

       

    Hearst Connecticut Media Group is BBB Accredited.

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