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:11/26/2024

  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.

  see Attached document

  At leasy over 2 yrs ago I quit the newspaper since then this presently is the third bout of them calling me daily 2-3 times. I have in the past told them to leave me alone of I do not want the newspaper. This latest bout started 11/11/24 and is still going on. I am sick of this harassment. 

  Business Response

  Date: 11/27/2024

  November 27, 2024
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******** ****** and the phone calls she has received from the Springfield State Journal Register. We apologize for any frustration this may have caused. 
  
  We have added Ms. ****** to the do not call list. We also have submitted to have her personal information deleted from our system. Once completed she will receive one confirmation email. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  Date:12/26/2023

  Type:Delivery 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.

  My newspaper carrier retired a few months back. Since then my paper from SJR is delivered 'maybe' once or twice a week at best! This is very frustrating, I have reported it several times and nothing changes. Why is this happening and why haven't they contacted me about the issue. I pay for delivery service with a recent price increase as well. Please just deliver my newspaper..it's really simple!!

  Business Response

  Date: 12/29/2023

  December 29, 2023
  
  ***** ****** ** ******** ** ************ ** *****
  Daytime Phone: ***** ********
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ****** and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  Mr. ******** account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  Date:09/19/2023

  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.

  Received this statement yesterday 9/18/23. I canceled this subscription back in April 2023. It was way to expensive for the content. ***** stated in September I restarted it on a promotion. Told her I absolutely did not authorize a promotion renewal. Asked if there was someone other than her in charge because I was extremely upset about this. She said she was in charge. After I had canceled this subscription I had to decline numerous calls from their customer service wanting me to start the subscription. Adamantly NO. This troubles me because it involves an elderly person who was delivered the paper I paid for. I could say more regarding their paper and customer service but my main concern is that there may be more people who this has happened to and paid the bill or disregarded, which i may have if i didnt trust what could be in the envelope. And I was correct. Thank you.

  Business Response

  Date: 09/20/2023

  Please accept this as confirmation we have received a complaint from your offices regarding ******* ********** and the home delivery subscription. We have reviewed the account and the subscription was restarted on 09/07/23 after we received a direct mail order that was completed along with banking information and mailed to us. 
  
  Ms. ******* **********'s account was stopped on 09/20/23 per Ms.***** ************ request. A refund is currently being processed in the amount of $7.50. Once processed, a check will be mailed via **** and could take up to 45 days to receive. All solicitation has been removed for this address, phone number and email. 
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist-Team Lead
  

  Customer Answer

  Date: 09/21/2023

  I am not sure who completed this form or what bank account information was given but it was not mine. I do not show any withdraw from my accounts. 

  I did not authorize this under my name. Her name . My address. Her address. My bank account or her bank account. 

  I also did not receive the e-mail that ***** at SJR stated I would get regarding our conversation. 

  I am not sure where you got the refund amount due?  I think you should research this more because it didn't come from my bank account as of today. 

  And why that amount?  

  None of your answer makes any sense to me. 

   

  Business Response

  Date: 09/21/2023

  Please accept this as confirmation we have received a reply from your offices regarding ******* ********** and the home delivery subscription. As previously stated, we have reviewed the account and a direct mail promotion was returned to us with banking information. The payment of $13.00 was made using a checking account number ending in **** on 09/06/23. The remaining amount on the account was $7.50 and has been processed for a refund check to be mailed back to the customer. 
  
  

  Thank you,
  Subscription Management Specialist-Team Lead
   

  Customer Answer

  Date: 09/22/2023

  That information is correct after speaking to my mother in law who is in her late 90s.  In disbelief that she would have done this without speaking to us. 

  What I want to add is that she should receive her entire 13.00 back as she has never received a paper since sending in the promotion. She did get a tote bag. She thought it looked like a great deal.  As she found out it is not. The next bill she would have received was this one for 22.95 and it probably wouldn't have stopped . 

  Not going to argue over the addional 5.50 you kept for nothing.  Just make sure you do not bill her direct and that delivery to her will not resume. 

   

   

• Initial Complaint

  Date:07/28/2023

  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 sent a check to the State Journal register by mistake for $709.98. This is a newspaper so I think you can see how it was a major mistake on my part. I dont get their newspaer or owe them any money. I cant imagime why they would cash the check without knowing what account to apply it to but they did. Not only that after giving them a big check I still dont get any newspaper. This has been going on for over a month now. I have called e-mailed copies of check several times and nothing is happening and nobody ever gets back to me. the check was from my bank electrionic payment . I am going to try to send to a copy . Was dated June 23rd 2023 cleared my bank on 7-5-2023. Can you give me some guidance or help

  Business Response

  Date: 08/09/2023

  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. **** and his refund request. Our agents made several attempts to obtain verification information from Mr. **** and he neglected to complete the request.  We were able to locate his account using the account number that is provided. Mr. **** did not call customer service where they could have located his account using all the information within his complaint and made the refund request. Mr. **** did not receive the paper due to his account being stopped for the reason 'Did Not Order' on 11/25/22. We have processed a refund and a check will be mailed via ****. Mr. **** will receive it at his address within 45 days. 
  
  Thank you. 

  Customer Answer

  Date: 08/09/2023

  Im going to accept this response as it looks like they are finally going to refund my money.  Thios would not have happened without your help which I am very greatful for. I did make several calls to the SJR at least 5 or 6  with the last 2 asking to speak to a supervisor which only got me a supervisor of the call center agency they use.

  I also want them to know that I sent copies of check to their supposed support center and NEVER HEARD A THING FROM ANYONE.

  They had all my information including phone number They need to realize that personal contact via phone or e-mail would have been appreciated. Im not sure they have any actual people working in any office anywhere.  

  With all that said I very much appreciate the help from the BBB as this seems to be the only folks they will respond to.

  Customer Answer

  Date: 08/09/2023

   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.

• Initial Complaint

  Date:11/08/2022

  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.

  Canceled home delivery. They still took payment. Called them they stated they would put money back into account. 8 weeks later no reimbursement.

  Business Response

  Date: 11/14/2022

  November 14th, 2022
  ****** ******* 
  *** * ******** **  *********** ** ***** 
  Daytime Phone: *********** 
  E-mail: ******************** 
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *** ******* and her refund. Based on her account, a refund was requested on 10/20/2022 and has been mailed via USPS. The refund check will more than likely not have the publication listed on the return address. We ask that she allow up to 45 days to receive it. 
  
  Her access and account will be stopped at the current paid to date of 11/20/2022. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  

• Initial Complaint

  Date:10/31/2022

  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.

  We have had a subscription to the Journal Register for over 40 years. Since the beginning of September, we have been experiencing days of no paper delivered. Non devlivery dates included the following: 9/16, 9/29, 9/30, 10/2, 10/4, 10/5, 10/6, 10/7, 10/9, 10/16, 10/19, 10/20, 10/21. Each time of non delivery, I called customer service and reported the problem and a credit was issued to my account. Finally, on 10/21, I called in and told the rep I spoke to (***e) that I wanted to cancel my subscription and get a refund on my account. The credit was$121.98 on that day and I was told it would occur within 7 to 10 business days. On the following Monday, I received an email from C**** ******, the district manager. He said that he had been gone and the replacement had not made delivery. This was the first and only contact that I had from anyone in management, despite repeated requests to speak to someone in charge. I responded to his email and asked on the status of our account. It has been a week and still have not had a response. Today, I called customer service again because I did not get a newspaper yesterday but did get one today. I spoke to the agent ******) and he told me our account was active and that it could not be canceled. He also said a refund was not possible. I simply want to cancel my subscription and receive a refund. I cannot count on having a paper delivered.

  Business Response

  Date: 11/10/2022

  ******** ***** **** ******* **********  **** ****** *** **  *********** ** *****  ******* ****** ***** ********  ******* ***************** ********* *********
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ********** and her ongoing delivery issues. I am sorry to hear we were not able to resolve them for her. Based on her account, the agent she spoke to did not terminate her delivery as she requested; this is being addressed with the agent and further training will be provided. 
  
  I have granted the cancellation request and a refund of $121.98. Our standard policy is that no refund will be given if an account is stopped before its expiration date. We do allow exceptions and Ms. M******** does fall under that category. 
  
  The refund will process back to the original method of payment, once the process stages begin this will take up to 7-10 business days. If the refund cannot be processed to the credit card on file it will process as a check and be mailed via USPS. This can take up to 45 days to receive. Please note, refunds cannot be expedited. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  

• Initial Complaint

  Date:10/12/2022

  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.

  I pay for delivery—-money sent through USPS—-I don’t receive my paper on a regular basis! Mail fraud? I’m tired to calling & calling and usually not getting a paper!! I got Sundays paper yesterday—-not acceptable. I did not get a paper again today! Terrible service—-or usually no service!!

  Business Response

  Date: 10/28/2022

  
  October 20th, 2022
  ****** ******* **** * *** ** ************ ** ***** ********* *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******* and her delivery issues. We apologize for any frustration this may have caused. Based on her information the agent she spoke to escalated her concerns to the District Manager on 10/14 asking for an immediate resolution. As of this response, I don't see any additional missed delivery complaints against her carrier since 10/13. We believe Ms. ********s concerns have been resolved. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  

• Initial Complaint

  Date:09/21/2022

  Type:Delivery 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.

  The State Journal-Register began delivering their Sunday papers to my home around June/July. Thought it was promotional as I never subscribed. On June 13th I could not reach a live person by phone and there were no menu options to address my issue, messaged their Facebook site asking them to stop. No response and then I received a bill in the mail. August 12th I attempted contact by phone again without success, went to their website and text chatted with a rep explaining I never subscribed to their newspaper. Rep could not provide any explanation, only that my name and an incorrect telephone number had been used to create the subscription, and that he would make a “report”. Continued receiving papers every Sunday and received an automatic subscription renewal notification in the mail. This feels like a scam.

  Business Response

  Date: 09/23/2022

  ********* ***** ****  ***** ********  *** ***** **  ********** ** *****  ********* ********* 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. Krayniak and his unwanted delivery of the paper. Mr. Krayniak spoke with an agent on 8/29 to cancel his subscription. The account was started on 5/29 with a telemarketer.  
  
  I have reminded the carrier and their manager his address is not to receive future deliveries.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  Date:08/08/2022

  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.

  State Journal register charged my checking account for a subscription. One time I had forgotten about it so I called and canceled. They charged my account again without authorization this morning. They sub out their billing to third parties and don't take care of the customer. $7.99

  Business Response

  Date: 08/10/2022

  ****** ***** ****  *** ********  *** * ******* **  ************** ** *****  ******* ****** ***** ********  ******* **********************   ********* ******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******** and his digital account. Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide full credit card information and to accept the terms of service, which states the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested it is processed at the end of the current term. 
  His account will be stopped at the current paid to date of 9/13/22.  
  
  We appreciate the opportunity to address these concerns. 
  
  ***** ****  *******  ************ ********** **********