ComplaintsforTelegram & Gazette

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid for delivery of the newspaper from the Worcester Telegram and Gazette for 7 days a week through the end of December 2022. I have not received a newspaper delivery for Monday April 4, 2022 through Friday April 8, 2022 for a total of 5 missing newspaper deliveries. I have filed complaints via e-mail, automated phone system , and customer service chat each day the newspaper was not delivered and was told customer service would reach out to the delivery people for an immediate resolution so my papers would get delivered. I have not heard back as to the solution for resumption of newspaper deliveries and have the papers have not been delivered for 5 days in a row now. I have tried but cannot find a way to talk to anyone in person.

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/04/21) */ April 18TH, 2022 ******* ******* * **** ** ******** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******* and his delivery issues. We apologize for the frustration this has caused. I have verified he has received credit for the days mentioned. His last missed delivery complaint was lodged on 4/10; if this is an ongoing problem, we encourage Mr. ******* to report them as they happen using the automated system. I have notified his carrier and their manager of his concerns and requested an immediate correction to his inconsistent deliveries. This will generate a resolution. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm subscribed to the telegram and gazette for home delivery. I have not received a newspaper since Christmas got which I've paid thru March. I keep filing complaints without getting any reply from them. I have received notifications that my subscription is expiring asking for payment to extend it. I call their number which is an automated system with no way to access a person to talk with. Please help. ******* ******

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/04/06) */ April 6th, 2022 ******* ****** *** ****** ** ********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and his delivery issues. We apologize for the frustration this has caused. I have emailed the escalation team and asked for an immediate correction to his concerns. This will generate a resolution. If we can assist further, please let us know. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (2000, 11, 2022/04/20) */ I started receiving the paper again, thank you!!

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 2,2022, I ordered a 52 week subscription to the newspaper for my in-laws as a gift. I received a subscription confirmation immediately and the payment of $208 cleared my bank account on January 3. On February 8, I was made aware by my in-laws that they had still not received a delivery and that they had tried to call the telegram to resolve the issue but they said they had no record of the subscription. So I called their customer service department myself and was told to file an escalation by email in which I should attach evidence of the purchase. I emailed the escalation department and attached the bank statement reflecting the payment as well as my subscription confirmation email. They did not respond until February 21, when I was then asked to provide my in-laws names, address and phone number so they could follow up on the issue, which I did. On February 23, they told me they were unable to locate the account, so they would need the last 4 digits of my credit card to trace it with their finance department, which I provided. I received an email that said thank you for providing the information but nothing else that same day, and then I did not hear anything from them again. I emailed them on march 2 to follow up on the status and told them that I would much prefer if my in-laws could just start getting the newspaper I ordered for them, but if the issue could not be resolved soon, I would need to request a refund, but I received no reply.

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/08) */ March 7th, 2022 ******** ***** *** ****** ** ****** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from Ms. ***** regarding her in-law's subscription. We were updating our systems during the time of her order and I believe this caused a glitch. The previous Subscription Management Specialist Ms. ***** spoke to did escalate her proof of payment to our finance department but did not receive an update. We apologize this has not been resolved thus far. I have requested the payment is located and applied to account XXXXXXXXXX. This is the account that has been created in William's name and is scheduled to start delivery on 3/10/22. We have also placed a month's credit to the account. Once the payment is applied, he will be paid until April of 2023. Again, we apologize for the experience Ms. ***** has had and we do strive to correct this for her. We appreciate the opportunity to address these concerns. Consumer Response /* (3000, 9, 2022/03/15) */ ***Document Attached*** On March 12, I received correspondence from the Telegram and Gazette that my in-laws were supposed to begin receiving deliveries on March 9, but as of today, March 15, they have still not received a delivery. I would now like to pursue a full refund. Business Response /* (4000, 11, 2022/03/21) */ March 22ND, 2022 ******** ***** *** ****** ** ****** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received Ms. *****'s rejection. I am truly sorry to hear this was not resolved as advised. Ms. ***** spoke with an agent and was able to terminate the account in question on 3/17/22. I have requested a refund of $222.88; this is the amount that remained at the time of cancellation. This will be mailed and can take up to 45 days to receive. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $200 + for daily delivery of the newspaper in June 2021. I stopped receiving any papers before Christmas 2021. I've called and spoken to customer service numerous times and I am still not receiving the paper. I would like a refund of the remainder of my subscription since I've stopped receiving the paper. I have expressed this to their reps but nothing has been done.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/03/07) */ March 7th, 2022 ******* ********* ** ******** ** ********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********* and his delivery issues. We apologize for the frustration this has caused. The last missed delivery on his account was lodged on 2/27/22. If this concern is still ongoing, we asked that he let us know as soon as possible and we will escalate to the appropriate department for resolution. We appreciate the opportunity to address these concerns. Consumer Response /* (3000, 10, 2022/03/25) */ I have not received the paper for 92 straight days and counting. When this first began, I was speaking with the T&G once a week and they assured me they would take care of the issue. The delivery person quit back in December and I haven't received a paper since. They have to know this as they have not been able to replace the delivery person as far as I can tell. I know the delivery person quit because he sent us a note at the time and I have also not received my Sunday ****** ***** for the same amount of time. The *****, however hasn't charged me since this started. I paid up front for the T&G which was a mistake on my part apparently. Business Response /* (4000, 13, 2022/03/28) */ March 28th, 2022 ******* ********* ** ******** ** ********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received Mr. *********'s rejection. I am sorry to hear this continues to be an ongoing issue. I have placed the appropriate complaints on the account and reached out to our Delivery Escalations Manager and requested an immediate resolution. I encourage him to continue using the automated services to ensure his account is properly documented. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (3000, 17, 2022/04/07) */ I have started to receive my paper again. Last week received 5 out of 7 papers. My account has not been credited yet. I should be credited with the 92 plus 2, 94 days of no paper. My account states my end date is July 28,2022 which is one year from the date I paid for 12 months of papers. Credit should be adjusted to Oct. 28, 2022. Business Response /* (4000, 19, 2022/04/11) */ April 11TH, 2022 ******* ********* ** ******** ** ********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received Mr. *********'s rejection. His account was credited for all reported missed deliveries. His expiration date is 7/31/2021. Premium Editions shorten his expiration date. Gannet publishes these up to three times per month. For more information, he can visit aboutyoursubscription.telegram.com. Additional credit will not be applied. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (3000, 24, 2022/04/26) */ So they've credited me with 2 days of papers after not receiving any papers for 3 1/2 months. I no longer wish to receive this paper. I would like 7 months refunded minus the ten papers I've received this year. Business Response /* (1000, 27, 2022/05/03) */ May 3rd, 2022 ******* ********* ** ******** ** ********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received Mr. *********'s rejection. We have sent his concerns to the new circulation manager for viewing purposes. As a courtesy, I have terminated his account and requested a refund of $52.91; this is the amount that remained in his account. This will be a refund check sent via USPS and can take up to 45 days to fully process and receive. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (3000, 30, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid $208.00 for a one year subscription or $.57 an issue. They are refunding $52.91, so I paid $155.09 for 5 months of delivery which is $1.03 per issue, twice as much as I signed up for. This is outrageous! I hope the BBB changes this companies rating to reflect how they are treating customers at this time. Not impressed with their customer service, nor customer relations. Business Response /* (4000, 32, 2022/05/09) */ May 3rd, 2022 ******* ********* ** ******** ** ********** ** XXXXX Complaint #XXXXXX We have received Mr. *********'s rejection and understand his frustration. He was credited for every reported missed delivery at the time he called to lodge the complaint. His refund is what remained on the account at the time of termination. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (4200, 34, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This situation was reported numerous times and a resolution was promised. I stopped receiving any papers the day before Christmas 2021. For 4 months I did not receive any papers. I started getting some papers at the end of April. Those have also stopped. I paid up front for 12 months of papers, I received 5.5 months of delivery. I'd like at least half my money back for the almost half year I received your product. Frustration is an understatement and my disgust with how this company treats customers is complete. With the incredibly difficult means to report issues and never getting a call when asked for. Business Response /* (4000, 36, 2022/05/16) */ May 16th, 2022 ******* ********* ** ******** ** ********** ** XXXXX Complaint #XXXXXX We have received Mr. *********'s rejection and understand his frustration. He was credited for every reported missed delivery at the time he called to lodge the complaint. His refund is what remained on the account at the time of termination. There will not be an additional refund due to the lack of daily missed delivery complaints. Mr. ********* is not eligible for a refund other than the one received. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a subscription to the daily paper including weekends. I have not received a paper in 12 days, I have tried to call, (automated), I have sent at least 3 emails and no response.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/04) */ March 3rd, 2022 ****** ******** ** ***** ** ********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******** and her delivery issues. We apologize for the frustration this has caused. We have placed a poor service complaint on her account, sent a message to her carrier and their manager as well as emailed the Delivery Escalations Team. This will generate a resolution. We encourage her to continue reporting any additional problems. We appreciate the opportunity to address these concerns.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have not received my Sunday paper for 6 consecutive weeks. Multiple phone calls with no resolution. Promises Promises but no action. Asked was promised a supervisor would call me at least 3 times but no call

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2022/02/15) */ February 15th, 2022 ***** **** ** ******* *** *******, ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Mr. **** and his delivery. We apologize for the frustration this has caused and that it ultimately led to the termination of his subscription on 2/9/2022. Mr. **** will receive a refund of $11.34 in 7-10 days. In the event he would like to resume his delivery, we can escalate his concerns to the manager over his area and request an immediate resolution. Thank you. Consumer Response /* (2000, 7, 2022/02/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Same canned response I recieved over the phone. 6 times customer service promised a supervisor or manager would call me back to resolve the mater but no one did. Once again their response is to call and a manager will respond. I highly doubt it.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been subscribers to the Worcester Telegram & Gazette for about 30 years. We have not moved, have not stopped the paper, and are paid up through the next few months. We have not received delivery of our paper since January 16. I have called their customer service 6 times to report this. I have filed complaints about missing papers through their automated system numerous times. I have left a message with the Telegram & Gazette directly. I have asked to speak with a supervisor or have a supervisor call me about the issue (I have been told this is not possible). Even after all of these attempts, we are still not receving the paper. The customer service reps are unconcerned and frequently rude. When I have asked them to review the information on my account form previous calls, most of the time it is incorrect. I am getting nowhere and don't know what else to do. All I am asking for is to have the product that I have paid for to be delivered to me. Thank you.

  Business response

  04/08/2022

  Business Response /* (1000, 6, 2022/02/14) */ February 14th, 2022 ***** ******* ** ******* ** ********* MA XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******* and her delivery issues. We apologize for the frustration this has caused and the experience she has had. We have sent her concerns to the District Manager of her area and request the paper is delivered as scheduled. This will generate a resolution. Ms. ******* is encouraged to continue reporting any further problems using our automated systems. Thank you. Consumer Response /* (3000, 8, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has now been four weeks since delivery of our paper has stopped (and since I have been reporting the issue to the Telegram). I have been told 5 times that the issue will be reported to the District Manager (as mentioned in the Telegram's response to this complaint). This has not solved the issue. I am still not receiving the paper that I have paid for. I am beyond frustrated, aggravated, and annoyed with the Telegram's lack of accountability and lack of customer service in this matter. Business Response /* (4000, 10, 2022/02/15) */ February 15th, 2022 ***** ******* ** ******* ** ********* ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received Ms. *******'s rejection. We understand the frustration. While there are complaints and messages escalated to the carrier and their manager, we have emailed the delivery escalations team of her concerns; this is not something customer service is able to complete and is handled by high-level Subscription Management Specialists. We ask that she allow time, a few days, for her issues to be resolved. As of this reply, there was not a reported, missed delivery, today 2/15/2022. Thank you. Consumer Response /* (4200, 12, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I would like to address your statement that "as of this reply there was not a reported missed delivery for today 2/15/22". I received your reply at 5:30 pm. Your automated system will not accept a report of a missed delivery for the current day until after 5 pm. Do you not know how your own systems work?? It is not after 5, I have reported that once again we have not received the paper. This is the THIRTIETH (30th) day in a row that we have missed delivery. I am trying to be patient but how long does it take for someone to pick up the phone and call me and tell me what is going on? It took you 18 days to respond to the original complaint. I keep hearing the same thing over again. It's like Groundhog Day. You have my money I expect the product I paid for. Business Response /* (1000, 15, 2022/02/25) */ February 21ST 2022 ***** ******* ** ******* ** ********* ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received Mrs. *******'s rejection. We are sorry for her frustration. Subscription Management Specialist handles over 120 publications and can cause a delay in response time. We understand her frustrations. We are working with the delivery team to resolve her concerns and we have added another poor service complaint to her account. We have also notified the Circulation Manager of her concerns and requested an immediate resolution. I spoke to our Customer Service Manager and was advised when a route is delayed for the entire day, subscribers will not be able to report a missed delivery until after the specified time. Weather, production, Editorial and unforeseen issues with a carrier can cause such delays. We appreciate the opportunity to address these concerns. Consumer Response /* (3000, 17, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has now been 45 days since delivery of our daily paper has stopped. 45 days since I have notified you of the issue. I still have no resolution. I only get excuses. I am out of patience. You have until March 20, 2022 to fix this and resume consistent daily delivery of the Worcester Telegram to my residence. Business Response /* (1000, 22, 2022/03/14) */ March 11th, 2022 ***** ******* ** ******* ** ********* ** XXXXX Complaint #XXXXXX We have received Ms. *******'s rejection and we are sorry to hear that she missed deliveries continued. Based on her account the last missed delivery was on 03/04/2022. If her concerns have not been resolved we ask that she use the automated system to report ongoing issues to document her account properly. We appreciate the opportunity to address these concerns. Consumer Response /* (3000, 26, 2022/03/25) */ We thought this issue had been resolved because we started receiving the paper a couple of weeks ago (although it doe snot come every day). However, we have now missed delivery for the past three days in a row, so it seems the issue still persists. It's a guessing game every day whether the paper will come. And an annoyance to have to remember to call and report the missing paper. I am tired of having to spend so much of my life focused on the delivery of this paper. I'm certain I spend more time on this than the Telegram has spent on my complaint. Business Response /* (4000, 28, 2022/03/28) */ March 28th, 2022 ***** ******* ** ******* ** ********* ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received Ms. *******'s rejection. I am sorry to hear this has not been resolved. I have emailed the Circulation Manager directly and asked for an immediate resolution. If there is not a correction to Ms. *******'s delivery, I ask that she let us know as soon as possible and we will escalate further if necessary. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a paid-in-full "Thursday through Sunday" subscriber however, I have not received a newspaper since the weekend of December 25. I have made four phone calls and sent one e-mail to the Telegram. Absolutely no one has helped me and to be honest, I feel I have been given the runaround and given a lot of BS. The first time I called I was apologetically told everything would be taken care of. The second time I called I was told that the issue would be escalated and the carrier and the carrier's supervisor would be e-mailed regarding the matter. The third time I called I was told the issue would be escalated and distribution center would be notified. The fourth time I called I was told the issue would be escalated and I would receive a newspaper the very next day AND I would get a call from your district manager. Nothing has ever happened. No phone calls, no newspapers. Nothing. My details for you to examine my account are as follows: ***** ***** ** ******* *** *********** ** XXXXX (XXX) XXX-XXXX Cell (XXX) XXX-XXXX

  Business response

  02/25/2022

  Business Response /* (1000, 6, 2022/02/14) */ February 14th, 2022 ***** ***** ** ******* *** *********** ** XXXXX Complaint #XXXXXX Please accept this has confirmation we have received a complaint from your offices regarding Mr. ***** and his delivery issues. We apologize for the frustration this has caused and that it led to the termination of his delivery. We want to confirm that each agent he spoke to completed the action they advised they did. A refund of $65.05 has begun processing and will be sent to his credit card within 7-10 days. Thank you. Consumer Response /* (3000, 8, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did cancel my subscription. It's hard to believe their response is truthful after I made four phone calls and sent two e-mails regarding this matter and I never received a single paper since December and never received a call from the district manager. I'm glad I cancelled as I probably never would have received the paper with how things were going and they would have just gave me a bunch of lines each time I called. Not a good truthful company to do business with. Business Response /* (4000, 10, 2022/02/15) */ February 15th, 2022 ***** ***** ** ******* *** *********** ** XXXXX Complaint #XXXXXX Again, each agent made the proper complaints and escalations on Mr. *****' account. Requests for phone calls regarding delivery were made, and unfortunately, are not guaranteed. He is free to call XXX-XXX-XXXX and an agent will be glad to go over each complaint and transaction if needed. Thank you. Consumer Response /* (4200, 12, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's simply untrue. I was guaranteed delivery on the fourth phone call. I never got delivery. And I did not request a phone call back, the rep told me that his district manager would call me. I received no call. It's beyond belief that this company can defend their actions. They took my money and stopped delivering my paper in December 2021. And no one could/would/wanted to remedy the situation for if they had, it would have been remedied after four phone calls (and two e-mails). I finally had to cancel in February because I got tired of them not holding their end of the bargain. They gave me no reason whatsoever that my issue with delivery would ever be resolved. No one in their right mind would keep calling week after week after week expecting a different outcome. Business Response /* (4000, 14, 2022/02/16) */ February 16th, 2022 ***** ***** ** ******* *** *********** ** XXXXX Complaint #XXXXXX We have explained to Mr. ***** that customer service absolutely completed what they told him they would do, which is limited to placing complaints and messages within his account. As an agent when these complaints are placed on the account, they have the confidence the issue will be resolved. We did not state he requested a call, we explained that when a subscriber or in his case an agent requests a callback it is not guaranteed. If Mr. ***** requires more assistance, he is encouraged to call the number we have previously provided. Thank you. Consumer Response /* (4200, 16, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's obvious why I never received the newspaper, nor would I likely ever receive it by just the tone and substance of their responses. The company is just a complaint board registering complaints and messages. Nowhere in their response did they ever say why I never received my paper for weeks after paying for it - nor did they ever say why I wasn't receiving it. Or if I ever would receive it. They really didn't touch upon my lack of a newspaper - except that customer service completed what they told me they would do. Had that been true, I would have started receiving delivery after four phone calls. They encourage I call - I've called four times! No results. Not calling anymore. Do they suggest a fifth or sixth call might receive different results? Not according to their abysmal track record with this matter. It's just a blow-off. I get it. That's why I ended my attempts at getting what I paid for. Business Response /* (4000, 18, 2022/02/23) */ February 21ST 2022 ***** ***** ** ******* *** *********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received Mr. *****'s rejection. Customer Service does not know why he has not received his paper, nor will they ever unless the route is late or down for an unforeseen reason. Calling to report his delivery issues not only creates a pattern within his account but ensures he receives credit for the missed papers. Due to his cancellation, a refund in the amount of $65.05 was requested and processed to his credit card on 2/10/2022. If he has not received this refund, he can let us know and we will research further. We appreciate the opportunity to address these concerns.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a paid subscription for home delivery of the Worcester Telegram and Gazette. Delivery has not occurred at least 5 times over the past month, 2 times just this week. I've contacted them each time - either deliver tomorrow (which never happens) or extend the subscription for the missing days. In addition, no deliveries for 3 days each at Christmas and New Years. Contacted T&G to cancel my subscription and to request a refund, only to be told that they are doing an "Upgrade" which will last from 1/25/2022-1/30/2022 and that they cannot do anything at this time. This is frustrating!

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2022/02/01) */ January 31ST, 2022 *** ****** ** *** **** ** ********* ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and his delivery issues. We apologize for the frustration this has caused. Based on his account information, he has cancelled his delivery and a refund of $126.86 is being processed. This will take up to 45 days to receive via USPS. In the event Mr. ****** would like to resume his delivery we will ask that the carrier and their manager resolve his delivery issues and provide satisfactory service. Thank you. Consumer Response /* (3000, 7, 2022/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Refund should be higher, $139.40 by my calculation. $154.70 was paid on 1/12/2022, and since then the paper was delivered only 11 times, and wasn't delivered for at least 9 days, or about 10% of the time. With cancellation made on 1/31, a higher refund is due. And 45 days to wait for a refund is ridiculously long! Business Response /* (4000, 9, 2022/02/01) */ February 1st, 2022 *** ****** ** *** **** ** ********* ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a rejection from Mr. ******. The refund amount is what remained on his account at the time of termination. This is system generated and cannot be adjusted. Any reported missed deliveries automatically credit an account. Mr. ****** paid with a check, therefore a check will be mailed; it takes time to process and then is mailed via USPS. He may receive the refund quicker than 45 days, this is our standard timeline. Thank you Consumer Response /* (2000, 14, 2022/02/16) */ Please close this case. I have received a refund.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have received home delivery from the Telegram Gazette since October 2013 And since then I have received very poor service A lot of the time the newspaper is not delivered at all or is not put between the front doors as requested as I am a disabled person and now I am over 60 years old Every time I call the 1-800 number for customer service I am promised that my newspaper will be delivered and will be put between the doors And it has not happened most of the time I am billed but I am not given a invoice showing my payment and or balance When the newspaper is not delivered I am told that I am credited for the missed newspaper But I have no proof of that as I am not given a invoice When I have to go out to buy a newspaper it is a hardship due to my disabilities and it's more expensive to buy the newspaper at a retail store compared with the cost of home delivery When calling the 1-800 number a lot of the times the automated system will hang up on me and most of the time I am unable to speak to a person The automated system will tell me that if I don't get my newspaper by 4-5pm to call and report it I call and I get a recording telling me that the office is closed This is very bad customer service and extremely frustrating All I want and need is my newspaper I learned how to read sitting with my Dad when I was 3-4 years old First grade I was reading at a 3-4 grade level due to reading the newspaper every day with my Dad They say o well you can read the electronic edition of the newspaper Yeah right Newspaper is a piece of paper that I hold in my hands Not a tiny screen on my iPhone The tiny screen can't be folded and I can't cut out articles out of the screen of my iPhone Please help me

  Business response

  03/11/2022

  Business Response /* (1000, 7, 2022/02/15) */ February 15th, 2022 ***** ***** ** ******** ** ********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Ms. ***** and her delivery issues. We apologize for the frustration this has caused. We have notified her carrier of her concerns and asked that they deliver to the requested location. When a credit is placed on an account the subscription is extended one day and this is not displayed on any invoice. Ms. ***** is on E-Pay and her payments are automatically deducted from her account. An invoice or renewal notice is not generated in these instances. We encourage Ms. ***** to continue reporting any concerns she may have using the automated services online or by phone. Thank you. Consumer Response /* (3000, 9, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still waiting for my newspaper to be put in between the two front doors Most days I can't find my newspaper as it's not between the doors and or doesn't come I still have not received a statement from the telegram & gazette as requested How hard is it to get a statement for the charges that I am billed for I am constantly told that I will get my newspaper delivered between the two front doors and it doesn't happen Business Response /* (4000, 11, 2022/02/23) */ February 21ST 2022 ***** ***** ** ******** ** ********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received Ms. *****'s rejection. As we mentioned previously, she is on our EZ-Pay program; this means she pays automatically via credit card. Our systems will not create an invoice or renewal notice and we do not manually create a statement. Ms. ***** is encouraged to refer to her credit card statements. Our carriers will deliver to the porch, not between doors. We apologize for this inconvenience. Her delivery instructions read to deliver to the porch. We appreciate the opportunity to address these concerns.

*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. ↩