ComplaintsforLee Enterprises Incorporated

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I manage subscriptions for uw health's media team for ************************ There was an unauthorized **** charge from **** on my account. My first call I waited 55 minutes for a live agent to pick up. He said he couldn't address my billing problem and he would have billing call me. They didn't.The next day I called the same number and input my phone number for a call back so I didn't have to wait for an hour for a call back. I never got a call back.The next day I called again and waited in the queue. Over an hour later I got ahold of someone who said they can't access their data bank, and that someone would call me back later that day. They never did.8/8, I called again waited over an hour to talked to a live agent. He said website data systems were down and he couldn't help me, but someone in billing would call me back. I replied that I've logged in over 5 calls with "NO ONE" ever calling me back or helping me with this unauthorized charge. He apologized and said there was nothing he could do, someone in billing would call me back. What is my recourse? I cannot submit a credit card charge to our finance department without the invoice. I was trying to get someone in billing to look into the unauthorized charge and then either send me an invoice for the charge or remove the charge. I am getting no help in resolving this matter and it's unbelievably unprofessional to waste over 3 hours on hold for an available agent, and then when I do get though they try to feed me off to someone in billing which only goes back into the same phone tree.

  Business response

  09/15/2022

  As of 8/10/22:

  Informed ****************** by email that whomever ordered the paper July 20, 2021 would have seen the next auto renewal rate was $9.99 after the initial $26 for 52 wks. I told her I am having our finance credit the card on file for the $9.99. 

   

  We are transitioning our call center and unfortunately we are getting a lot of calls from customers who cannot get through. She did finally reach someone and her account was terminated and changed to PENDING to avoid any new charges but no adjustment, no note stating sending to the property to follow up, etc. We will be sure no one else adjusts acct ******/************************* and have sent a request to our finance ***** to credit the card.

   

  F/U 8/24/22:

  ****************** called back and told me the card was cancelled so we will do an adjustment and a refund check.  The check will be mailed out Friday 8/26.

  Customer response

  09/15/2022

   
  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

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Subscribed to newspaper *********** Post Star in May2022. Have been trying to cancel subscription for last 2 months. My subscription includes digital access and weekend print delivery. My weekend print delivery is being mailed to my Fl billing PO. Cannot change that delivery address online can only change by calling their phone number to no avail. Long wait times any time I call, early am or right before they close at 5pm. AND...am being charged an extra $10/month to cover increased gas prices. --following is from their web site-----"We're sorry to hear you want to cancel.To cancel subscription, please contact customer service." So I've been calling to cancel subscription and same issues...long hold times, "please call back later," and the voice prompts do not work. I have twice called *************************** their circulation manager and left messages and have requested a call back....to no avail. Please help....There isn't a process available to cancel a subscription.... And I cannot turn off my auto pay, which would solve my problem. Disgusted

  Business response

  09/15/2022

  As of 8/23/22

  We are refunding her $25.00. She is good now.

  Customer response

  09/16/2022

   
  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.  Although I  never received an email confirmation as requested.
  
  Sincerely,
  
  ****************

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  newspaper subscription repeated billing problems-most recent statement date 6-28-22 due date 7-27-22 notmailed until 8-1-22 recd 8-11-22 last i knew my subscription was good until late august 22 repeated delivey problems reported to them and they did nothing to correct problem (automated system started refusing to take non-delivey calls) attempts to resolve these issues with their customer service **** have gone unanswered as dispite repeated attempts to contact them nobody answers the phone and no calls back if that option is sellected. Even calls placed to the local number go unanswered with again no call back when info is left. ***** I am extremely disappointed and dissatified with the lack of service provided by this company.Note: I cannot use electronic messaging or email at my home location as service is VERY limited at best.

  Business response

  09/01/2022

  See attached doc

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tried calling the only number the ******** Gazette gives to cancel a subscription. Every time I am on hold for longer than 40 minutes with no customer service. It does say to leave a number and the customer service representative will call me back, but they don't. This has been going on for more than a week. I can't cancel my account on line, but MUST call the number that NO ONE answers and NO ONE calls back even when I leave a number. I want to cancel my subscription and it should not be this hard. There's no way there are so many cancellations each day that they can't answer a call within 15 mintues. My hold times have exceeded 40 minutes with NO answer. Every day that goes by, my refund for cancelling the account is smaller.

  Business response

  08/31/2022

  See attached doc

  Customer response

  09/07/2022

   
  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

  08/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a subscription to receive a paper delivered to my address with the ********************* I have been a customer for many years. Throughout this time, on certain days, the paper has not been delivered. This past week, starting Saturday, August 6, 2022, until today, Saturday, August 13, 2022, I received the paper 3 times. I call the number and report the problem, with no call backs from customer service. I just get put on hold. I'm paying for a service that I am not getting. They take the money monthly from my **** card automatically.

  Business response

  08/31/2022

  See attacheod

  Customer response

  08/31/2022

   
  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.
  
  *******************************************************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a letter from the *********************** stating that they are raising are rates affective August 1st, 2022. We wish to CANCEL our subscription. As of June 21, 2022 we have been calling to do just that, but we are told every time that there system is down and there is nothing they can do about it. This has gone on for over a month now! If we don't cancel our subscription before our renewal date our plan will automatically renew at the new higher rate. Is there something you can assist us with in this matter?We are hoping by contacting you we will have a record of our complaint, since no one is listening at the State Journal.All we want is our subscription to be canceled, but if we end up getting billed at the new rate, then we will want to be compensated for that amount.

  Business response

  08/15/2022

  See attached doc

• Initial Complaint

  06/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A subscription was added without my request or authorization. I believe this was made fraudulently. I am concerned about my privacy as a result of this transaction.

  Business response

  07/22/2022

  See attached doc

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have not been getting our paper ( LaCrosse Tribune ) going on 3 weeks. We went on vacation May 11, 2022 and had the paper held until we returned on May 15, 2022. They were instructed to resume delivery on May 16, 2022. My wife has called them appropriately 2-3 times and I have called them 4 times. They say that delivery will resume but it doesnt. My last message came from *********************** whom is with Lee Enterprises in the circulation department and he left me a message on May 26th. He said that they have been having problems with carriers and we should be getting our paper again starting on the 27th. We still have not gotten a paper and I am current on my account. I spoke with **** on May 22nd I spoke with Cortina on May 23rd I spoke with Candreek on May 25th I left messages with *********************** on May 27th and May 31st. The only local person is ******- The other 3 are in a call center in *******. I only want the paper delivered and credit for all missed papers.

  Business response

  07/22/2022

  See attached doc

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 27th, 2022, I signed up for the online edition for a promotion of $1.00 for 26 weeks. Since that time there has been a total of $14.00 taken from my bank account. I called the week of May 2nd and was advised that they are taking $1.00 a day until the past due amount was taken care of. I explained that I had cancelled the subscription and never received any papers after that time. I eventually was transferred to ***** a supervisor who advised that the withdrawals would stop. Bringing me to today May 11th, 2022, I called this morning after checking my account and seeing that the withdrawals have continued. I called and spoke to **** who told me the same story about my account 3 times when he finally consented to transfer me to a supervisor, I was on hold for ***************************************************************** the call que. The second rep who didnt give me her name pulled up my account and was again going to transfer me and after 15 minutes I hung up. I have also emailed 4 times regarding this issue. I have notified my bank that I only approved a one time $1.00 donation but they advised me to contact the Tribune.I am attaching a copy of the withdrawals from my bank account. I am hoping that this time you will refund what was taken out aside from the original $1.00 and please once this 26 week is done cancel my subscription.

  Business response

  07/22/2022

  See attached doc

  Customer response

  07/22/2022

   
  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

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2021, I prepaid for 26 weeks of Sunday delivery of the St. ***********Dispatch. My subscription period was extended several times for non-delivery (the subscription should have ended in December and was extended into February). When the paper was delivered, it was always several hours after the promised delivery time of 7 a.m. Despite promises by the **************** and the Route Manager, the delivery problem was never resolved.In December of 2021, I called **************** to cancel delivery once my prepaid subscription ran out. I received an invoice in February for $84.50 for continued service from February 27 to August 27, 2022. The week of February 20, I called and once again cancelled.In April I received another invoice for $84.50 for service from February 27 to August 27, 2022. On April 5, I called customer service to cancel for the third time. I was told my paper would be cancelled and that I owed a balance of over $16 for the subscription from February 27 to April 3. When I was eventually able to speak with a supervisor, I was told he would "waive" the charges. I object to the term "waive" since there should be no charges for a subscription I cancelled twice, both times prior to the end of my pre-paid subscription. I asked to receive a written statement showing I have no charges. The supervisor said this was not possible and that he guaranteed I would have no more charges. Considering I have already cancelled the paper twice, I have no reason to believe his guarantee.

  Business response

  07/22/2022

  See attached doc

  Customer response

  07/29/2022

   
  Complaint: 16984941
  
  I am rejecting this response because:
  

  According to the response, the subscription expiration date for Sunday delivery of the St. ***********Dispatch was April 10, 2022. The response says, "The billing statement he received was for future deliveries if he chose to resubscribe." However, the billing was for February 27, 2022 to August 27, 2022.  How can the billing for future deliveries include before the subscription expiration date? Also, why was I told on April 5 that  I owed $16 for papers I already received if I pre-paid my subscription and it had been extended to April 10 for missed deliveries? The Post-Dispatched "waived" charges that did not exist and that seems to be evidence of either incompetence or dishonest business practices.

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

  Business response

  08/15/2022

  See attached 

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