ComplaintsforThe Washington Post

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 10, 2023, I received notice from ****** that I was charged $120 for a payment to the Washington Post. I found out this was an automatic annual renewal, but I never received any notice of the pending renewal so that I could opt out prior to the renewal. The Washington Post webpage says that if I cancel my subscription, it will become effective 9/10/2024. I didn't recall that I had an annual digital subscription (and apparently have had for several years) and I do not want to pay for another year's subscription. I saw on the BBB website that you have been able to obtain refunds for several other individuals who have had similar experiences. I would appreciate any help you can provide.

  Business response

  09/18/2023

  From: ********************** <*************@washpost.com>
  Date: Mon, Sep 18, 2023 at 12:38 PM
  Subject: BBB Complaint - ID ********; ***************************
  To: ******************** <********************>
  Cc: **********@mybbb.org <*******@mybbb.org>, *******, ******* <*******.*******@washpost.com>
  
  Dear *********,
  
  This is **** from the Customer Care team here at the Washington Post. Sorry to hear that you are having trouble with unexpected renewal charges. 
  
  Your subscription was first purchased on 9/11/18 at the rate of $100 for the year. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering. Thus, a year later, your subscription was automatically renewed on 9/11/19 at the rate of $100 for the year. No request was made to terminate your service, so your subscription was automatically renewed on 9/10/20, 9/10/21, 9/10/22, and 9/10/23. 
  
  Per your request, I have cancelled your subscription effective immediately and issued a refund in the amount of $120. Please allow 3-5 business days for the refund to process. Let us know if you do not receive your refund. 
  
  Rest assured, your subscription has been terminated, and you will not be charged any further for this subscription.  Please see this link for more information on our billing policy and our Terms of Sale for Digital Products:  ******************************************************************************************
  
  Best regards,
  
  *********************
  Customer Care Specialist
  The Washington Post
  **********************************

  Customer response

  09/18/2023

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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged $40 twice on my debit card for TWP promo.. I DID NOT AUTHORIZE THIS CHARGE AND DEMAND A REFUND TO MY ACCOUNT .

  Business response

  09/08/2023

  From: ********************** <***********@washpost.com>
  Date: Fri, Sep 8, 2023 at 1:40 PM
  Subject: BBB Complaint - ID #********; ***************
  To: ****************** <******************>
  Cc: ************@mybbb.org <[email protected]>, ******** ******* <***************@washpost.com>
  
  Dear ************,
  
  Thank you for informing me that your bank has refunded the unauthorized charges that were placed on your account.
  
  Best regards,
  
  *********************
  Customer Care Specialist
  ******************
  **********************************

• Initial Complaint

  08/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/11/23 I was charged a recurring subscription fee of $120 without notice. I wouldn't have subscribed if I knew this would have been the price of the subscription. I would like to receive a refund for this transaction immediately as I feel I have been misled.

  Business response

  08/22/2023

  From: ********************** <****************@washpost.com>
  Date: Fri, Aug 18, 2023 at 1:49 PM
  Subject: BBB Complaint - ID #********; ***************************
  To: ***************** <*****************>
  Cc: ***********@mybbb.org <*******@mybbb.org>, *******, ******* <*******.*******@washpost.com>
  
  Dear ******,
  
  This is **** from the Customer Care team here at the Washington Post. Sorry to hear that you are having trouble with unexpected renewal charges. 
  
  Your subscription started on 7/15/22 and was free for the first four weeks. On 8/12/22, your subscription was renewed at the promotional rate of $40 for the first year. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering. Thus, a year later, your subscription was automatically renewed at the regular rate of $120 on 8/11/23.
  
  Per your request, I have issued you a refund in the amount of $120.00. Please allow 3-5 business days for the refund to process. Let us know if you do not receive your refund. 
  
  Rest assured, your subscription has been terminated, and you will not be billed any further. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products:  *****************************************************************************************************;
  
  Best regards,
  
  *********************
  Customer Care Specialist
  The Washington Post
  ********************************** 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a Sunday subscriber to Washington Post for many years. I learned to read from the comic section when 5 years old. This paper has meant many things in my life. The Post has stopped Sunday deliveries and is delivering by mail? That means my Sunday paper does not arrive until Monday by United States Postal Service. I have a contact to receive tha paper by home delivery. A Sunday paper that arrives on Monday is no longer a Sunday paper. I feel I have been deceived and that the contract for Sunday delivery that I pay for has been broken by The Washington Post. This was not discussed with me by Wash. Post representatives. All I received was a card out of the blue in mail delivery that stated that my paper would no longer be delivered but would arrive by mail. I disagree with this. I contracted for home delivery.

  Business response

  08/21/2023

  Dear ***********:
  
  Thank you for being a longtime subscriber to The Washington Post. I am responding to your August 11, 2023, complaint forwarded to us from The Better Business Bureau regarding our recent change to your Washington Post newspaper subscription from carrier delivery to US Postal Service delivery.  
  
  As you know, on July 31, 2023, The Washington Post moved your area to home delivery by mail, as it was no longer economically feasible to provide carrier delivery in your area. When faced with the decision to convert your service area to non-delivery or change our distribution method, we decided to have the print edition delivered to their home via the US Postal Service. We understand this change may not work for all subscribers and feel it is necessary to provide an opportunity for all who want to continue to receive the print edition to have the avenue to do so. 
  
  If you no longer wish to receive home delivery through the mail, I will be happy to have your service stopped and provide you with a refund of all subscription fees for delivery from the date we moved your service to home delivery via mail.   Please let me or *** ****, Director, Delivery Operations & Administration, at ###-###-#### or email: **********@washpost.com; know how you would like to proceed with your subscription. Again, thank you for being a longtime Washington Post subscriber.

  Regards,

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

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

  Customer response

  08/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I find your avoidance to address the problem revolting. You, The Washington Post, broke a contract agreement without consultation or chance for grievance. You have made a decision that affects my lifestyle and it is not a solution, it is a way for The Post to act the bully and tell me what is done. The Washington Post is treating this area like the poor child and we are not good enough. You are delivering "THE NEWS" a day late and a dollar short and is not acceptable. Plus avoiding acknowledgement that you are cheating us should be made notice of. Did anyone take thew time to think? Horoscopes a day old. Weather not the proper day? Sports; what a joke. The game was over 48 hours ago. I live 45 minutes from The Nations Capitol. If you can't afford to run the paper and respect the customers then maybe is time to shut down. I'm sure Kathrine Graham would support your decisions. The great "Watergate Paper" being mismanaged and flushed down the tubes.
  
  A contract agreement was broken.

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

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week I called to place an ad in pet section for 10 days at $82.99 it was to start on July 23 however every time I check in last five days to see ad. Online it states this function is temporarily unavailable. Please check back. Well this unacceptable as I have already lost five days of advertisement on ad that is already only 10 days.

  Business response

  08/23/2023

  From: ************************ <***************@washpost.com>
  Date: Tue, Aug 22, 2023 at 7:26 PM
  Subject: Complaint ID ********; *****************************
  To: ***************@mybbb.org <*******@mybbb.org>
  
  **************
  
  Complaint ID  ********;  *****************************
  
  This customer ordered a Print and online combination ad. The print ad published correctly, and the issue was with the online pet pages.  There were technical issues that caused the pages to not appear online correctly for multiple days.
  
  We received a complaint from ***************************** in our web support email. 
  
  On August 1, 2023, a 100% refund in the amount of $82.99 was credited to the credit card that was charged.
  
  My Web Support representative sent an email and left a voicemail message informing the customer of the refund.
  
  This refund was for the entire amount of the ad order and not just the $7.00 which is the online portion.
  
  If the customer has not received the refund.
  
  She can contact our accounting department at ************ (Refund Ref# ********)
  
  We do apologize that the technical issue took longer to resolve than expected.
  
  Regards,
  
  ***********************
  
  The Washington Post
  
  ************************************
  
  P: ************
  
  C: ************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 5 WAPO renewed my digital subscription without my knowledge for $120. Apparently, that is their procedure. I cancelled on the 5th after I saw the charges on my credit card, and attempted to contact them without sucess.On the 6th, I filed a dispute with ************ and was issued a provisional $120 credit (resolution pending). Later on that day I was able to contact WAPO costumer service, and they affered me a refund of $91 thus making the subscription $29. I accepted and the account was activated.I was not able to stop the dispute with *** *** but on July 17 *** *** concluded the investigation and charged back the full $120, which was correct. One credit, one chargeback.The account was now left owing the correct amount of $29 which I intended to pay.WP however, cancelled the subscription because they did not see an actual $29 payment! They had charged me $120 and refunded $91, leaving a balance of $29. After 3 hours worth of phone time, 4 reps, and one chat, they cannot see how they owe me $29 and refuse to reactivate account. I provided them with a screenshot showing the 2 $120 charges to no avail.

  Customer response

  07/28/2023

  The Washington Post has reinstated my paid subscription after numerous communications with representatives that cannot understand the concept of credits and debits. I do not wish to ask for a refund of the unused time.I consider the matter concluded.

  Thank you for your assistance.

  Business response

  08/04/2023

  From: ********************** <***********@washpost.com>
  Date: Fri, Aug 4, 2023 at 2:25 PM
  Subject: BBB Complaint - ID #********; ***************************
  To: *************** <***************>
  Cc: ***********@mybbb.org <*******@mybbb.org>, ******** ******* <***************@washpost.com>
  
  Dear ****,
  
  This is **** from the Customer Care team at the Washington Post. Sorry to hear that you are having trouble with billing. 
  
  I was able to locate your subscription under your email address ***************.  Your original subscription was purchased on 7/4/22 at the promotional rate of $29 for the first year. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering. Thus, a year later, your subscription was automatically renewed at the regular rate of $120 on 7/4/23.  You accepted our $29 promotional rate, and we issued you a $91 refund on 7/6/23. A chargeback was processed on 7/14/23, and your service was automatically cancelled. We reactivated your service on 7/21/23. 
  
  Please see this link for more information on our billing policy and our Terms of Sale for Digital Products: ******************************************************************************************
  
  Best regards, 
  
  *********************
  Customer Care Specialist
  The Washington Post
  **********************************

  Customer response

  08/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  Yes, the resolution is acceptable, however, I did not appreciate the respondents schooling me of facts that were the very reason I found it necessary to contact the BBB.

  Several costumer service reps insisted that the reason my subscription was cancelled was that *********** reversed the $150 credit with a chargeback, and they needed to "remove" the chargeback. I pleaded with them to look closely at the chain of events, and see that the chargeback was correct, since WAPO had refunded $91. I owed *** *** $29, and a previous $150 credit by *** *** necissitated a chargeback. I could not get those people to understand, and I was told that reinstatemt was not forthcoming. You need to train your people in the concept of credits and debits. I wasted hours on 4 phone calls, only to have the inept reps hang up the phone on me. A promised phone call from a manager never occurred.

  So, thank you for correctly reactivating my account, but I did not deserve the ordeal.

  Regards,

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had a promotional rate for the Washington Post. A credit card was stored on file and at the end of the promotional rate, instead of contacting me to let me know it was ending (with details of new rate), they proceeded to bill me and let me know it had been processed. And by the way, now they are saying they cannot process a refund for something I acted on almost immediately (I contacted them the day after it was processed). It is reprehensible that prorated refunds cannot be given for a subscription that lasts a **year**, especially just a few days into it.Practices should be changed so that customers are informed in advance. I would like a full refund please.

  Business response

  08/04/2023

  From: ********************** <*************@washpost.com>
  Date: Fri, Aug 4, 2023 at 12:39 PM
  Subject: BBB Complaint - ID #********; ***** ******
  To: ******************* <*******************>
  Cc: ************************************ <************************************>, ****************************** <******************************************>
  

  
  

  Dear *****,

  
  

  This is **** from the Customer Care team here at the Washington Post. Sorry to hear that you are having trouble with unexpected renewal charges. 

  
  

  I was able to locate your subscription under your email address *******************. Your subscription was first purchased on 7/16/21 at the promotional rate of $40 for the first year. On 7/16/22, a year later, your subscription was renewed at the promotional rate of $30 for the year. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering . Thus, a year later, your subscription was automatically renewed at the regular rate of $120 on 7/16/23. 

  
  

  Per your request, your subscription was cancelled on 7/19/23, and a full refund was issued. Please let us know if you have not received your refund.  

  
  

  Rest assured, your subscription has been terminated, and you will not be billed any further. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products:  **********************************************************************************

  
  

  Best regards,

  
  

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

  Customer Care Specialist
  The Washington Post

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

• Initial Complaint

  07/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just recently noticed that I was being charged from wapo.com. I had to ****** search to figure out who wapo.com was so I definitely did not sign up for any service through them. After finding that $12 charge I decided to go back and make sure that this was the only time that I was charged. I was shocked to find out that they have been charging me for over a year. They started charging me $4 a month in June of 2022 and charged me $4 each month for a year. And a couple times they charged me twice in one month. And then starting in June of 2023 they started charging me $12 a month instead of $4. I guess that they figured that since I didn't notice and stop the $4 that they would try their luck at three times the $4 instead. I'm glad that I finally caught these charges because they would have probably tried charging me $36 a month next year. These are all of the numbers that I got from my bank so that you can reference the account that I am referring to. ************ ************** ***************

  Business response

  07/17/2023

  From: ********************** <****************@washpost.com>
  Date: Mon, Jul 17, 2023 at 10:52 AM
  Subject: BBB Complaint - ID #********; *******************************
  To: ********************* <*********************>
  Cc: *********@mybbb.org <*******@mybbb.org>, *******, ******* <*******.*******@washpost.com>
  
  Dear *********,
  
  This is **** from theCustomer Care team at the Washington Post. Sorry to hear that you are having trouble with the origin of your service. 
  
  I was able to locate your subscription under your email address ***********@*****.***. Your original subscription started on 5/5/22 and was free for the first four weeks. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering. On 6/2/22, your subscription was automatically renewed at the promotional rate of $4. A renewal notification was sent on 5/26/22. On 6/1/23, your subscription was automatically renewed at the regular rate of $12.  
  
  I have cancelled your subscription effective immediately, and a refund for the remaining balance of $4.55 was issued. Please allow 3-5 business days for the refund to process. Let us know if you do not receive your refund. 
  
  Rest assured, your subscription has been terminated, and you will not be billed any further. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products: ********************************************************************************** 
  
  Best regards,
  
  Customer Care Specialist
  The Washington Post
  ***********@washpost.com
  

• Initial Complaint

  07/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for subscription that I canceled. I had 2 emails on account and think this is where confusion came in. I was shocked to see this charge.Paid with (******* BANK x-****)$120.00 Transaction ID ***************** Seller info The Washington Post Invoice ID ********** Purchase details Washington Post Digital Subscription $120.00

  Business response

  07/17/2023

  From: ********************** <**********************************>
  Date: Fri, Jul 14, 2023 at 1:13 PM
  Subject: BBB Complaint - ID #********; *****************************
  To: ******************* <*******************>
  Cc: ************@mybbb.org <*******@mybbb.org>, *******, ******* <*******.*******@washpost.com>
  
  Dear *******,
  
  This is **** from the Customer Care team at the Washington Post. Sorry to hear that you are having trouble cancelling your subscription.  
  
  I was able to locate your subscription under your email address *******************. Your subscription for account #******** started on 5/25/22 and was free for the first four weeks. On 6/22/22, your subscription was automatically renewed at the promotional rate of $22 for a year. Per our Terms of Sale for Digital Products, all our subscriptions auto-renew at the frequency stated when first ordering. On 6/21/23, your subscription was automatically renewed at the regular rate of $120. 
  
  Per your request, I have cancelled your subscription effective immediately, and the remaining balance of $112.34 has been refunded. Please allow 3-5 business days for the refund to process. Let us know if you do not receive your refund. 
  
  Rest assured, your subscription has been terminated, and you will not be billed any further. Please see this link for more information on our billing policy and our Terms of Sale for Digital Products:   ******************************************************************************************
  
  Best regards,
  
  *********************
  Customer Care Specialist
  The Washington Post
  **********************************

  Customer response

  07/27/2023

  Resolved-refund received.  Thanks.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for Washington Post Home Delivery for the Sunday paper for 52 weeks at $130. for the term. The WP stopped home delivery on June 6th, 2023 and now mails the paper to you on Monday. Who wants to read old news and who has time to read the paper on Mondays? I went to cancel my subscription, but there's no refunds. As far as I'm concerned the WP broke their agreement to deliver the Sunday Paper on Sunday and should offer a prorated refund to it's subscribers.

  Business response

  07/07/2023

  Dear *************************:
  
  Thank you for subscribing to The Washington Post newspaper.  Is there a recent subscription and payment youre referring to?  We received one payment of $92.33 for a 52-week subscription from 1/16/19 through 1/14/20.  We later billed you for another 52-week subscription on 12/15/19 for service from 1/15/20 through 1/12/21.  However, delivery was suspended on 3/23/20, since no payment was made on the new subscription.  You were billed $23.09 for the papers you received from 1/15/20 through 3/22/20.  This amount remained on your account, but we removed it from your account.  

  I hope this addressed your issue.  Please contact me if you have additional questions or concerns.

  Regards,

  *******

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

*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. ↩