ComplaintsforLee Enterprises Incorporated
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Complaint Details
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Initial Complaint
07/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
About April I called the newspaper to start a subscription. They took info . After about 2 weeks I called to ask why I still havent received a newspaper. They promised service. after about 1 month I called back to see WHY still no newspaper. They promised service again. Each time the representative ( which was from ***** or some oriental company) apologized and promised service. I started getting a bill once a month and a phone call to request payment. I explained that I NEVER RECEIVED EVEN ONE PAPER. I even wrote on the bill and sent it to the address given that I would be glad to pay IF I actually received a paper. I want them to STOP billing and to apologize for the sorry service.Business response
07/26/2024
We have restarted her account and added credit so that she will not receive any more bills or phone calls asking for payment. We have also reached out to the Circulation Director to ensure that her papers will be delivered.
Customer response
07/26/2024
Complaint: 22021916
Thank you for taking care of the constant billing for nothing. Please now cancel any subscription for the newspaper until you get a real carrier for this newspaper
Sincerely,
*****************Business response
07/30/2024
Per subsequent request by **************, we have cancelled her subscription and she will also receive a refund for $15.42. This will be mailed per check as her credit card was removed from the account. The refund has been calculated from her payment made on 02/21/24 for $21.38, minus the credits she already received on the account for missed papers.
Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 8, 2024 I had $14.99 taken out of my bank account from *** **********************. I do not have a subscription to the ************* I called the *********** and the lady I spoke to said they cannot refund me the money. I asked why they charged me for a subscription when I am not subscribed and she said it is because my debit card is in their files. She said she could activate my account and I told her no that I do not want to read the newspaper. She said she would remove my debit card and I would not be charged any more. I want to be refunded the $14.99 as I did not subscribe to their newspapers.Business response
07/23/2024
************************ will receive the full $14.99. Since her credit card information was already been removed from her account, well most likely have to refund her by check. We will request to have this expedited.
Customer response
07/23/2024
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
06/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
At one time, I had a digital subscription to the *************** and Record. I decided I no longer wanted it. I am receiving paper bills fir a first renewalTa rate of $14.99 for a i month subscription with $6.99 paper notice fee, for a total of $21.98.I looked for a contact number to the ******************************* There was a message that the company was experiencing technical difficulties, and I was forwarded to an agent. When she answered, I read to her the notice I had received. She said that I had subscribed to the online publication for 26 weeks for $1. It sounded like she was trying to tell me that I now needed to renew it at this rate. I told her I do not want the paper. She kept arguing with me, so I asked to speak with her supervisor. She would not allow me to speak to anyone, but kept repeating the same arguments over and over again. I told her that, if she did not let me speak to a supervisor, I would report this to the Better Business Bureau. She continued to repeat her arguments, so I hung up, and am filing this complaint with you.Business response
06/25/2024
This subscription was already cancelled due to non-payment.
The $1 refund has been requested to be refunded.
We have removed her email address from getting subscription offers on the News & Record website.
We have put a permanent DNC for her phone number in our system.
Customer response
06/25/2024
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
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 9/1/23, I started an online subscription with a promotional period of 6 months. The subscription was $1 for 6 months. I needed to cancel prior to March 1st to avoid an increase of charges per month. On 2/26/24, I called and cancelled my subscription and they told me I would not receive any charges. On 3/6/24, when I was reviewing my bank statement, I found they charged my card for $10.99 on 2/25/24 (4 days earlier than when my subscription ended). I called their customer service and they apologized and said I would receive a refund. They said they couldn't issue it back to the card that was provided, but I would receive a check in 4-6 weeks.On 5/10/24, 9 weeks later, I still haven't received a refund. I called them again, explained that I had not received anything yet. The gentleman I spoke with, stated they would get the refund out right away. I asked for confirmation, he said he would have someone call me as soon as the check was issued. No one ever called.It's now, over a month later and I still haven't received my refund. I would like my refund of $10.99.Business response
06/18/2024
*************************** did cancel prior to expire for the next renewal period, however due to timing, the system did pull a payment and the agent did not follow the right process. We have submitted an internal request to have the transaction of $10.99 refunded back to her card.Customer response
06/18/2024
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
05/31/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On March 8, 2024 I began a digital subscription to the ****************** newspaper online, and the subscription is managed by *** Enterprises, which owns the *** newspaper. I was offered an introductory price of $1.00 per month which I paid via auto billing through PayPal. On April 29, 2024 I received a letter stating that the intro price would end on June 7, 2024 and after June 7th, the price would be $14.99/month. On May 30th, I was charged $14.99 and on May 31st, at 10:40am EST I called the **************** # listed on the letter ***************). I waited on hold for almost 10 minutes and spoke to a **************** Rep named "****" who spoke poor English. **** confirmed that she was located in the ************ and was contracted by *** Enterprises to do **************** for the ******************. When I told her that I wanted to cancel my subscription, **** did everything humanly possibly to change my mind--despite me stating over and over that I wanted to cancel my subscription. It was basically verbal waterboarding as she tried to speak over me and tell me how much I would be "missing" my cancelling my subscription. I then asked for a refund of the $14.99 as it was not June 7th yet, but I was informed that as my subscription was paid via auto billing, that I should just "have expected it to be charged 7-10 days early and we can't refund you that money." The letter I have in my hands states that the new price was to be charged starting on June 7th--not "7-10 business days before" because I pay via autopay. I feel as if this is a trap, and the "****************" that *** ********************** employs in the *********** are master manipulators whose sole purpose is to trap people into continuing these subscriptions. It should NOT be this hard to cancel a subscription. I want my $14.99 refunded ASAP. I will also be making a complaint to the Iowa ************************** Acct #************Business response
06/03/2024
We submitted the request for the refund and will notify customer of the expected refund back to her card. Also confirmed that her account will stop effective 7/7/24.
Customer response
06/03/2024
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
05/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My mother ********************* is a home delivery subscriber to the Pantagraph newspaper. There have been days when she did not receive the day at all. I will report to the Pantagraph either by phone or by logging into website that paper was not delivered. Only resolution option is to credit account which would be fine if it actually happened. I have not seen her account credited as the same payment is taken out every time its charged. Mom is 90 yers old and loves staying up on local news with the Pantagraph. *** complained directly to The Pantagraph about not seeing the credits, *** asked for statement of account and never received. She was missing the last 2 papers for Friday and Saturday. When I went online this morning to report missing paper it isnt even an option anymore. I filed it as missing section.the options were wet paper, damaged paper or missing section. It does say successfully recorded but I feel that this does no good. They should take credits off the monthly charge each time. I will say on a positive note that we have an excellent carrier currently. He has been great about putting the paper in the delivery box which makes it easy for mom to get her paper every morning. Being 90 she has mobility and balance issues so I greatly appreciate his being so good about putting in box. Other carriers have just thrown on drive. I have stated to Pantagraph before that we want credits to come off bill. Its only fair that when you dont receive product you pay for to receive actual credit. Sincerely ********************* for *********************Business response
05/30/2024
We contacted *********************. She decided to continue the subscription. We gave her $10.00 credit since some of the credits for missed papers handed been entered.
Initial Complaint
05/28/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
In 2018, I signed up for a 'subscription' to the *********************** to read an article. After several months of trying to cancel, I was eventually successful and thought that was the end of it. In February of 2023, *** Enterprises charged me $1.00, then began recurring billing through paypal in the amount of $10.99 a month, then $21.99 a month, then $30.99 a month. I realized I was being billed when they sent me a letter advising me that the rate was going up to $30.99 a month. Overall, *** Enterprises has charged me $216.90 since February 2023 - I did not sign up for another subscription, they just started billing me. When I called and reached a representative at their call center, I was told that without a confirmation number from my cancellation years ago I had 'no proof' that I had ever canceled the subscription and would not be getting any refunds. The representative repeatedly tried to get me to agree to continue the subscription and I had to ask to cancel three separate times before he agreed, then he attempted to get off the phone without providing me a confirmation number. I was billed for another $30.99 the day I canceled and do not trust that I won't be billed again. I would like *** Enterprises to refund my $216.90, cease all billing activity, and never contact me again.Business response
07/22/2024
We have requested credit and the funds to be returned to the original payment method. ***************************, ******** Services Escalations Supervisor, called ***************************, but she did not answer. **************** left a detailed voicemail including her callback information. **************** emailed the **************** as well. The email reassured **************** that the account is currently stopped and a refund in the amount of $216.90 will be returned to the original payment method. **************** direct contact information was included within the email.
Initial Complaint
05/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
After 3 calls to the paper's customer service center and an online request, I have been unable to get a statement of my charges and credits for calendar 2024. One ******* center staff told me there was a billing error and a credit will be initiated, a second staff member said this was not the case but that the billing cycle had been changed. No reliable explanation has been provided despite multiple requests and attempts.Business response
05/30/2024
We sent an email last along with attached the file last week to **************** and have not heard back. The file contains all transactions for 2024. Charges and credits are highlighted in red, we also left all other transactions in case they might be helpful.
Customer response
06/02/2024
Complaint: 21740573
I am rejecting this response because:
it is incomplete. While the dates and credits are provided, the terms of the subscription periods related to the credits are not provided in the spreadsheet. This is the crux of the confusion.
Sincerely,
***************************Business response
06/21/2024
We have added the requested information to the Excel Sheet attached. We also highlighted the comment on the sheet to explain why multiple charges were required in the same month. In addition, the Excel sheet now shows that ****************** current expiration date is 06/14/25. Hopefully this additional information will resolve the issue. He will not be charged again until next year.
Customer response
06/22/2024
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
05/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Charged $4.99 on 5/9/2024 $4.99 on 5/16/2024 $4.99 on 5/17/2024 After cancellation of the Wall ********** package.Business response
05/21/2024
There is an active ************ digital only subscription started 2/26/24. The charges for $4.99 reflect three monthly billing periods from 2/26/24-3/27/24, 3/28/24-4/27/24 and 4/28/24-5/27/24. There are no active subscriptions for any other products. Do you wish to continue this subscription?Customer response
05/21/2024
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.SUGGEST IDENTIFYING WHAT HAS BEEN PURCHASED WITH THE CHARGE.
Sincerely,
*********************Initial Complaint
05/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 13th I was charged ***** on PayPal out of nowhere for a subscription that I don't recall subscribing to from this company that I had to ****** to find out what they were. I've tried to call the business and it doesn't let me through. I've also tried to cancel online on the newspapers I thought it may have been connected to *************** or Mattoon). But it won't let me. I'm not sure which exact newspaper it's connected with. I want to cancel whatever it is and get my money back.Business response
05/30/2024
We are refunding $10.99 back to his account. The $10.99 will process back to his PayPal account.
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Customer Complaints Summary
86 total complaints in the last 3 years.
43 complaints closed in the last 12 months.