ComplaintsforTelegram & Gazette

• Initial Complaint

  02/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My elderly mother has a subscription with the Telegram and Gazette and we have only had about 5 papers delivered to the house since the beginning of the year. Customer service offers insincere concern and promises of a delivery but nothing. I have to go out and buy the paper. They have promised to credit the account but i doubt their honesty. It is a breach of a contract that includes delivery of a daily paper.

  Business response

  02/08/2023

  February 8, 2023
  *******************************
  14 ********************
  *********, ** 01602
  Daytime Phone: **************
  E-mail: ***************/
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and the delivery of his 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. 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, automatic payments or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issues. 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 he made using the automated systems. I have notified Mr. ********* carrier and their manager of his 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 
  
  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Complaint re: Account # ********** in the name of **************** for daily delivery of Telegram and Gazette to *****************************************************************. During the last week of December, 2022, a note was placed in the delivery box with the newspaper stating that the person who delivered the newspaper would be retiring at the end of the year. Since that time no paper has been delivered to this address and no explanation for the disruption in service has been given. Four calls have been made to try to resolve this issue. Each time I have called I've been told that they will look into the matter and instruct the new delivery person to deliver the newspaper. Assurance has been given that a credit will be issued to the account for the newspapers missed. The company's representatives have not offered to deliver a paper on the days that I've called. I asked for the name of the company that delivers the newspaper after a customer service representative said that they use an outside company for delivery. The representative would not give me the name of the company that they use. On the fourth call I made I insisted on speaking with a supervisor. The customer service representative refused several times before granting my request. I asked the supervisor to call or email me when the issue was resolved and was told that they only receive incoming calls and cannot make outgoing calls or send emails. A newspaper was delivered on 1-31-23 (thrown in the driveway instead of being placed in the delivery box). No newspaper has been delivered since that date. Newspaper delivery has been disrupted for over 30 days to a household that has been a customer for decades. No explanation has been given for this disruption of service. No communication has been initiated from the company as to the reason for the disruption of service and no date for a resumption of service has been given. A payment on this account was made in December, 2022 for continuing service through February, 2023. The company willingly received that payment but has been unwilling to resolve this problem and unwilling to communicate with the customer about this issue.

  Business response

  02/08/2023

  February 8, 2023
  *********************
  c/o ******* *****
  10 ********** #2
  *********, ** 01610
  Daytime Phone: ***********
  E-mail: ***********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ***** and the delivery of her 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. 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 issues. 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.  
  
  **************** account has been documented and credited accurately based on the choice she made using the automated systems. I have notified **************** carrier and their manager of her 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 
  
  

  Customer response

  02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: This matter has not been resolved as I was assured it would be by three customer service representatives and a supervisor. The paper is not being delivered to *******************, a residence that has been a loyal customer of the T&G for over 50 years. In their response, the T&G states " In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed." This has not happened. With the exception of one paper in January, no papers have been delivered for the entire month of January and the first ten days of February. I have used the automated complaint system but no papers have been delivered. No explanation has been given to the customer as to why newspaper delivery has been suspended. There has been no phone or written communication of any credits being issued to this account. I have learned of others in Northbridge also not receiving their newspaper. The T&G continues to offer home delivery but has failed to provide accurate home delivery in this instance. It is proving itself to be incompetent in providing reliable home delivery service with no sign of a resolution in sight.
  
  Sincerely,
  
  *********************

  Business response

  02/16/2023

  February 15,2023
  *********************
  c/o ******* *****
  10 ********** #2
  *********, ** 01610
  Daytime Phone:***********
  E-mail:***********************
  
  Complaint #********
  
  Please accept this as confirmation we have received **************** rejection. Based on the account, the last delivery complaint was lodged on 2/10/23. Our delivery teams have worked diligently to correct her concerns. As we have previously advised, we are not given specific reasons a paper is missed unless it falls under the categories of weather, production, editorial or when an entire route is delayed. This subscription was not suspended unless requested by the subscriber; based on her account,there are no temporary or permanent holds.
  
  I have asked her carrier and manager to maintain consistent delivery.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  

  Customer response

  02/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The newspaper was delivered Feb. 14, 15, 16 and 17. We are hopeful that daily delivery will continue.

  However we have heard nothing from the Telegram and Gazette regarding credit to this account for the 30 days in January that there was no newspaper delivery (the paper was delivered one day in January) or the 13 days in February that the paper was not delivered. This is a total of 43 days that no paper was delivered with no communication as to why there was no delivery. I request an acknowledgement in writing that this account will be credited for the 43 days when there was no delivery. An apology would also be appreciated.

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

  Business response

  02/23/2023

  February 21, 2023
  *********************
  c/o ******* *****
  10 ********** #2
  *********, ** 01610
  Daytime Phone: ***********
  E-mail: ***********************
  
  Complaint #********
  
  Please accept this as confirmation we have received **************** rejection. Credit is based on the days the missed deliveries are reported; this also must be the choice selected when using our automated systems. **************** account was credited $77.16 for the missed deliveries reported.
  
  Again, the only reason customer service or a subscriber is aware of a delivery delay is for those listed in our previous reply.
  
  We apologize for the frustration this may have caused. I have escalated her concerns and asked for consistent delivery at all times.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  

  Customer response

  02/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The problem is not resolved. Delivery of the T&G to this account was made February 14-19. The newspaper has not been delivered February 20-26.

  An invoice for this account dated 2-10-23 was recently received with no mention of the account being credited for the days when no newspaper was delivered. I dispute that a credit in any amount was actually issued since an invoice was sent with no acknowledgement of any credit My calculations of a credit to this account for the 43 days that the newspaper was not delivered comes to $148.78. This calculation takes the 3-month subscription charge of $312.00 divided by an average of 90 papers delivered in a 3-month period for a price of $3.47/issue x 43 days. t would add to that the 7 days that the paper has not been delivered since my last communication with BBB. The T&G has stated that credit can only be issued for days when there was a report made that no paper was delivered. I have used their automated system a number of times. It is a burden on the consumer because it will not accept a complaint until after 5:00 pm. The complaints I have made using the automated system have led to no resolution of this problem. When I called to try to resolve the problem and spoke with 3 customer service representatives and one supervisor I was given assurance that the issue would be resolved expeditiously so I did not call the automated line every day. Despite all the assurances that this will be resolved, including the most recent communication from the T&G, it has not been resolved. It is my belief that the company is not acting in good faith. I question whether the T&G intends to resolve this issue at all.

  Sincerely,
  

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

  Business response

  03/06/2023

  February 21, 2023
  *********************
  c/o ******* *****
  10 ********** #2
  *********, ** 01610
  Daytime Phone: ***********
  E-mail: ***********************
  
  Complaint #********
  
  Please accept this as confirmation we have received **************** rejection. Ms. ***** should understand that the only way to receive credit for her mothers subscription is to report the missed delivery; bulk credit will not be given. Any credit to an account will not be present on any renewal notice. Renewal notices are based on an agreed-upon rate, this does not change until a price increase is scheduled. The credit mentioned on the account is the credit for any reported missed deliveries and any courtesy credit an agent gave; additional credit will not be applied to her account.
  
  We have escalated her concerns multiple times and continue to do so with every lodged complaint against her carrier. Our delivery escalation team is working diligently to correct the ongoing delivery issues.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  

  Customer response

  03/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The T&G representative has stated that a credit to the account will be issued but will not appear on the renewal notice. This lack of acknowledgement is evident from the attached invoice. This invoice communicates that the customer is expected to pay the regular renewal rate without any credit being issued. This renewal notice was sent according to the regular renewal cycle, i.e. every two months a renewal notice is sent. The prior renewal notice was sent in December, 2022. If a credit had been issued, the renewal notice would have been sent at a later date.

  I find this to be unacceptable business practice. It is standard business practice to acknowledge credit to an account on the invoice/renewal notice that is sent. While I believe the credit due to this account should be higher than what the T&G has offered, I am willing to accept the amount of credit they have determined. However, I cannot accept their assurance that a credit will be issued when it isn't reflected on the renewal notice and when the renewal notice was sent according to the regular renewal schedule. In order to be satisfied, I am asking the T&G to issue credit to this account and document the credit in a written communication mailed to the address associated with this account. This documentation should state clearly the number of days for which the credit is being issued and how the credit impacts the next renewal date.

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

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a long time customer of the telegram and Gazette. I have received home delivery for 7 days a week. On Jan 1st our delivery person retired and since have not received our daily newspaper. on 11/23/22 I was charged $152.50 for my paper. I have not received my daily paper since January 1, 2023. I have called every day to try and resolve the issue and they tell me that it is going to dispatch to resolve the issue. Today 1/16/23 I demanded they cancel my account and credit my account. They state they have cancelled my account may not be able to credit my account. I am requesting that they credit my credit card account . $152.50. The people I have spoken too daily have refused to help me with this issue ************************* *******

  Business response

  01/25/2023

  January 24, 2023
  *************************
  *** ***********
  ************* ** *****
  Daytime Phone: **************
  E-mail: *****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and her delivery issues. Based on her account, there are no daily complaints to signify there has not been delivery since 1/1/23. Each complaint lodged against her carrier is based on what she chose using our automated services. All subscriptions are nonrefundable and are terminated on the expiration date. The agent ************** spoke to escalated her refund request for review and approval. Before it was able to be reviewed, ************** disputed the payment of $152.50 with her bank. Based on her circumstances, she would have received a refund as an exception.
  
  ************** admitted to receiving papers prior to January 1, 2023, but disputed the entire payment. A past-due balance of $38.20 will remain on her account until it is paid.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer response

  01/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: The T & G is not correct.  I called the T&G #************ every day from Jan. 3rd- Jan. 16th ( they did not produce a paper on Jan. 2nd. The only way you can credit for a non delivery is if you call and notify them that  we did not receive a paper.  If you are lucky enough to speak with someone you can ask them to be sure and note I called.  Sometimes it is not easy understanding the person so I did not always get a name, But the times I did I spoke  to on Jan. 3rd I was told they would send a msg. to the manager . Jan. 4th paper aid would let the dispatcher know and I should get two papers on Wed. Called again on Jan. 4th told would credit my account for the two ? missing days. Jan. 5th spoke to Phillip and asked if there was really a delivery person as I have been told that I had the same person I have had , I said no, he actually retired on Jan 1st last day I received a paper. He said well, it is very hard to get people to take over a route. Called again on the 6 & 7, . On Jan. 8th a Sunday I called and the message said sorry, not taking calls for a non delivery paper on a Sunday Jan. 9th no paper , was told they would contact the delivery person. Jan. 10th I spoke to Elaine ( a supervisor who assured me I would receive  papers by Friday.  I told her I was very upset and would be contacting the BBB> She asked me to give a few more days.and I should get a paper ; Called on the 11th spoke to John said would make a note and would credit me for the days we did not receive paper.On Jan 12th i called and spoke to Joseph and asked him if he knew Elaine, he said no, but would credit me and look into this.on Jan 13th I called and spoke to Hal and was told he would look into this , and would "call me back on Monday the 16th by 9 AM. No call so I called again after 11 AM and spoke to Elaine, I said oh Elaine I spoke to you last week, please check your records, she said oh yes, I did speak with you. and  I am sorry this has not be resolved and you should be getting your paper.  At this point I told her I want to cancel the paper ( after being a customer for 22 years) and I want a credit on  my CC.  She said she could to that , I insisted and she said she would try to credit for the days I did not receive the paper. Given the history, I did not trust her to do this so I called my CC and disputed the whole amount $152.50 billed Nov.11th11-26 for my Dec. bill. I asked her where she was located and she said ***************.!! I know for a fact (because of face book) that their are many people having issues with the delivery in our area ,even today I saw a customer who said 22 days without a paper.  I just want the BBB too know that I called every day from Jan 3rd to Jan. 16th so I do not know how the T& G could say they have no record.  If they SEND ME A BILL for the balance they feel is due I will send them a check. I want to thank you for your help and I just want this on record that the T&G is NOT correct in saying I did not call.*he only way you can get a credit is if you do call.

  Thank you for your help in this matter.

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

   

  Business response

  02/01/2023

  January 31,2023
  *************************
  *** ***********
  Whitinsville,** 01588
  Daytime Phone:**************
  E-mail: *****************
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ****** rejection. She is able to remit the past due amount of $38.20 to *******************************************. To clarify our previous response, we stated that there were not daily complaints,not that ************** did not call to report the missed deliveries.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  

  Customer response

  02/01/2023

  
  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.
  
  Sincerely,
  
  *************************

   

  2/1/2023

  I want to thank you for all your help and I will send them a check for$38.20/ However I DO NOT agree with them when they say *************** did not call every day.  The only was you can receive a credit for the non delivery of the daily paper is too call them.  I did this from Jan. 3rd - Jan. 16th. The first few days I spoke to their customer service reps, who assured me they would notify the dispatcher.  Still no delivery so then every day I asked for a supervisor as I detailed who I spoke to in my response to the BBB.   I finally was so fed up that I told Elaine a supervisor that I spoke to the week before that I wanted to cancel my account. I could not get her to confirm the amount she would credit my  CC card so I disputed the whole amount. I am not surprised at  the T&G saying I did not call, because they have NO idea what is going on with their 'out of the country" customer service. They could care less.

  Thank you again for all your help.

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

   

   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent this email on 10/24/22:"To whom it may concern,I received two phone calls about 3 to 4 weeks ago from your representatives attempting to convince me to renew my subscription after I had already canceled it. I told both people no. I even explained to the second representative that I live too far away for this newspaper to even be relevant to me and I don't have time to read a newspaper anyway. This morning I just got another request from your company via mail to renew my subscription. I work a very stressful job and I get a very large amount of junk email and junk paper mail. It is overwhelming. Please do not contact me about renewing my subscription through telephone or mail. If you do not honor my wishes I am going to report this issue to the Better Business Bureau and I will leave a negative review about your company on Yelp." I forgot to mention that both calls from the representatives happened on the same day!The ************** Member Specialist" said that he "passed on your request to our marketing department for processing, rest assured that you will no longer receive email from us within the next 72 hours." I replied and said, "Please also let them know that I am not to receive any paper mail anymore as well."I just opened another paper mail offer for a subscription from this company. Where is the respect? Please help.

  Business response

  12/01/2022

  November 30th, 2022
  *************************
  125 *************************
  ********, ** 06234
  Daytime Phone: ************** 
  E-mail: ************************** 
   
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and the unwanted solicitations she is receiving. We apologize this was not handled properly as it does take longer than 72 hours to facilitate. Our agents have been provided additional training on this subject. 
  
  I have asked that her email is removed from our marketing database as well as her phone number and address. Please note, our 3rd party vendors receive their call logs in advance and this process can take up to 30 days to fully be completed. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist  
  
  

  Customer response

  12/03/2022

   
  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

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Worcester newspaper the Telegram & Gazette opened an account with my credit card info in September 2021 that I did not sign up for. I made several attempts on the phone and by email to cancel my account that month and thought the issue was resolved.They began rebilling my debit card in March 2022. They sent no notification, no email, and I have no ways of even viewing (or cancelling) any payment method on the my account page. All I see is a weird ***** logo, even though I did not start a subscription with *****. They illegally used my debit card for 8 months without my knowledge or consent. I called them in October 2022 (after I noticed it on my bank statement) and they take no accountability, and do not offer to refund me. The only option I had was to completely cancel my card. This company illegally made transactions on my bank account without my knowledge or consent. I would like a refund of $80 and that they assure they allow other customers to cancel their accounts and that they NEVER withdraw money without consent or notification.

  Business response

  11/02/2022

  November 1st, 2022
  *************************
  24 ***********
  *********, ** 01609
  Daytime Phone: ************** 
  E-mail: ***********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and his eNewspaper subscription to the Telegram & Gazette. On or around 9/23/2021, ************** accepted an offer of $1.00 for the first six months of digital access and $9.99 per month thereafter. The email address included in his complaint is the one he used to create his account. 
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the 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.
  
  ************** was able to speak to a customer service agent and stopped his account on his expiration date of 10/28/2022. He will not receive a refund as he is not eligible for one. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  

  Customer response

  11/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  This response is totally false. I have documented proof of the following.

  - I did not start a new subscription on or around 9/23/21. Rather, I very specifically, in an email on 9/23/21., stated that I did not understand how a subscription was started, and asked for my account to be completely cancelled. (attachments "telegram_email_1.png", "telegram_email_2.png")

  - I started to be billed $10 per month on 3/24/22 (see "t_g_bank.png". I received no email notification that I was billed, and it is not possible for me to stop billing, or remove my credit card information online (see image "telegram_account_page.png", which only shows an ***** logo and does not allow me to remove my payment information). 

  - Gannett Newspapers is running my debit card each month as a point of sale transaction (see "t_g_bank.png") . I'm pretty sure this is illegal as I received zero notification and could not immediately withdraw my account information.

  - I am requesting the $80 I am paid to be fully reimbursed. Honestly, I think there should be punitiive damages as well due to the deceptive practices and the charging of my debit card without my consent or notification.

  I am happy to go to arbitration on this.

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

  Business response

  11/07/2022

  November 7th, 2022
  *************************
  24 ***********
  *********, ** 01609
  Daytime Phone: **************  
  E-mail: *********************** 
  
  Complaint #********
  
  Please accept this as confirmation we have received Mr. ****** rejection. As we stated at the time his account was created, his full credit card was entered online for payment. ************** will not receive a refund as he is not eligible for one. Prior to speaking to the agent that scheduled his account to be stopped is the only communication within his account. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  

  Customer response

  11/07/2022

   
  Complaint: 18319916
  
  Again, I am attaching my request in writing to cancel my subscription from September 2021. I was never notified or emailed when my card started to be charged.

  I would like to go to arbitration.

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

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since July 1 2022 we have not received any Newspapers - have been receiving for years. Contacted Support line for Telegram and Gazette at least weekly - ore often initally and have gotten stock answers saying we'll take care of it. No resolution or expected resolution at this point. We just want the newspaper!

  Business response

  09/20/2022

  September 20th, 2022 
  ************************;
  3 ********************* 
  *********, ** 01602 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and his delivery issues. We apologize for the frustration this has caused. I escalated his concerns to his carrier and their manager seeking an immediate correction to the ongoing delivery problems. This will generate a resolution.  
  
  The last missed delivery complaint lodged against Mr. ********* carrier was on 9/3/22. It is important he reports missed deliveries as they happen.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

  Customer response

  09/21/2022

   
  Complaint: 18051267
  
  I am rejecting this response because:

  When they stopped delivering the paper I did notify them daily for a while - but at some point its incumbent on them to know if they are delivering the service or not..... I am the customer here and at some point I have other life demands and shouldn't be expected to contact them daily to tell them if they are providing the service of not.  Makes no sense and I do not have time or interest in providing this type of feedback to them.  They are taking money to deliver the paper.  The Paper is not delivered over three months.  They should proactively be confirming that the delivery is being made.  From all indications the Service Provider the Telegram contracts with (well beyond my ability to know about) has not been able to provide a reliable delivery person for the route.  Both that downstream provider and the Telegram should already know this.  The request to get notified daily they are not delivering the paper is not reasonable after three months!
  

  There was also an email sent yesterday and last week (after 9/3) - not sure why their records are not up to date but I think they are backlogged with complaint emails at this point.  Must be more folks not getting their paper as well.  Not a reasonable expectation to put onus on the customer daily to tell them they failed again today.

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

  Business response

  09/21/2022

  September 21st, 2022  
  ************************;
  3 ********************* 
  *********, ** 01602 
  
  Complaint #******** 
  
  Please accept this as confirmation we received Mr. ********* rejection. It is important he understands he must call and report missed deliveries as they happen. This is the only way to receive credit, hold his carrier and also signify to the carriers manager there is a problem. With the absence of delivery complaints, it appears the paper is being delivered. We do not and will not apply bulk credits to avoid calling in the complaints as they happen.  
  
  This is an automated process that can be completed via phone and online. Our email representatives answer inquiries as they are received for multiple reasons including but not limited to delivery, billing, eEdition and payment assistance.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a ********* Telegram & Gazette subscriber for nearly 45 years. I have not received delivery of my newspaper since Thursday, September 8, 2022. Every day starting Saturday, September 10, I have contacted customer service to report the missed delivery and have been assured that they have "escalated the issue to the Delivery Team for immediate resolution." On several occasions I have been promised the delivery of my newspaper either that day or the following morning -- nothing. Yesterday, the Service Rep promised to check back later in the day to confirm delivery -- nothing. If the problem has been reported to the distribution center responsible for monitoring the carriers, it should not take 11 days to resolve the problem. Several of my neighbors have not received their papers (including The New ************

  Business response

  09/19/2022

  September 19th, 2022 
  *******************;
  92 ********************** 
  *********, ** 01605 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint regarding ************** and his delivery issues. We apologize for any frustration this has caused. Based on the account, the agent he has spoken to did escalate as they have stated. Each reported missed delivery has received credit; this means his expiration date was extended one day with each credit. 
  
  I have notified his carrier and their manager of his concerns and requested an immediate correction to the ongoing delivery problems. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a paid subscriber to the telegram and gazette, I am charged extra for a paper statement, I pay for 7 day delivery, I tip the driver ***** per year. My online access has been stopped. They are not available to fix this. This is wrong.

  Business response

  08/01/2022

  August ****************************************************************** 
  ******, ** 01501 
  
  Complaint #********  
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and his account concerns. We apologize for any frustration this has caused. If **************** would like to avoid the paper invoice fee, we do offer eBilling. This is when the same renewal notice is emailed and he would have the option to pay online or print and mail in a payment.  
  
  Based on the email address within his complaint, **************** does have full access to the digital copy of the paper. We suggest he clear his cache and cookies and also delete any bookmarks he may have been using. This will generally resolve any access issues.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Heather 
  Subscription Management Specialist  
  
  
  
  
  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We paid in full for the newspaper and we hardly get it delivered and when it is delivered it's in the road. We have been calling and complaining for months to try getting the issue solved. This woman is 102 years old and pays a ton of money for a newspaper she rarely gets. We get told the problem will be solved but it never is. PLEASE HELP THIS SWEET WOMAN. SHE ONLY WANTS TO ENJOY READING THE ***** EVERY MORNING.

  Business response

  07/27/2022

  July 27TH 2022
  ***************************
  18 ***********
  *********, ** 01602
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and his delivery issues. We apologize for the frustration this has caused. I have notified his carrier and their manager seeking an immediate resolution. I have also emailed senior members of management requesting they oversee the correction of his delivery issues. 
  
  We encourage him to continue using the automated services to report any missed deliveries. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  *******
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivery Issues. No paper delivered on March 20, 26, 29, April 1st thru the 10th. Canceled the subscription on April 12th. We received no credit for papers not delivered. Signed up for new subscription on April 26th....promise of credit and home delivery. No paper delivered. Called Gannett in *******. We will credit you through July. Duh? for no paper? Certified letter sent on June 2nd. No response. Called Worcester again. You will definitely be receiving a paper within 2 weeks. No paper. Charges: April 6th-$36.00, April 28th - $17.33, June 1st- $17.33, July 1st? -$17.33.. We would like the paper delivered to our home (not an e-edition already discussed ) or our money credited to our account. Thank you for your cooperation in this matter. **************************************** ************

  Business response

  07/27/2022

  July 27TH 2022
  ************************************************************************************************** 01523
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and his delivery issues. We apologize for the frustration. Based on his account, he was credited for each reported missed delivery. A credit extends the subscriptions expiration day by one day. As of this response, Mr. ******** last delivery complaint was on 6/27; there will not be a bulk credit applied to his account. It is important he reports the missed deliveries as they happen by using one of our automated services. This will ensure he receives proper credit and his carrier is held accountable. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  *******
  Subscription Management Specialist  
  
  
  
  
  

  Customer response

  07/30/2022

   
  Complaint: 17586264
  
  I am rejecting this response because: I have not received a delivery since March 27th and I am being charged for a product that I am not receiving. I have called on many occasions and have even tried to resolve this issue through Gannett in ******* via a phone call and was told I would receive credit "by extending the subscription time for missing papers".  I want to be credited with money to the account Worcester Telegram & Gazette has on file. They are charging me for a product that I am not receiving.
  
  Sincerely,
  
  ***************************

  Business response

  08/05/2022

  August 5th, 2022
  ************************************************************************************************** 01523 
  
  Complaint #********
  
  Please accept this as confirmation we have received a rejection from your offices concerning ******************. We apologize we could not resolve his delivery issues before he chose to terminate his subscription. A refund check in the amount of $13.25 has been requested and will be mailed via **** once it has been processed. This can take up to 45 days to receive. 
  
  Please note, that this is the amount that remained at the time of cancellation and all that ****************** is eligible for. An additional refund will not be given. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  *******
  Subscription Management Specialist  
  
  
  
  
  
  

  Customer response

  08/07/2022

   
  Complaint: 17586264
  
  I am rejecting this response because:  We have been in contact with Telegram & Gazette on many occasions since March. Our credit card has been charged automatically since March and we were told we were to be given a credit. However, it seems that "credit" is for an extension for a product that we never received. The "credit" apparently extends the subscription,  We have told the representative on many occasions that we wanted the money credited back to our account. Apparently the magic words are: " We would like to cancel our subscription." The Telegram & Gazette representatives have been misleading us. Irresponsible business practice.

  We have forwarded a copy of the original certified letter that we sent to the Telegram & Gazette on June 3rd to the BBB on ********., *********.

  Thank you for your continued efforts to resolve this issue.

  
  Sincerely,
  
  *************************** & *******************************

  Customer response

  08/08/2022

   
  Complaint: 17586264
  
  I am rejecting this response because:

  Please see attachment:
  
  Sincerely,
  
  ***************************

  Business response

  08/09/2022

  August ******************************* Stewart 
  123 ************** 
  *********, ** 01523 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received Mr. ******** rejection. He is correct, each reported missed delivery applies credit that extends the expiration date by one day. ****************** will receive the amount that remained at the time of cancellation.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Heather 
  Subscription Management Specialist  
  
  
  
  
  
  

  Customer response

  08/11/2022

   
  Complaint: 17586264
  
  I am rejecting this response because: I was charged for 3 months of paper that I never received. I would like to have those charges returned to my credit card on file with the Telegram & Gazette.
  
  Sincerely,
  
  *************************** ************

*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. ↩