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:01/10/2025

  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.

  I did a review of the Charlotte Observer here on BBB on 11/14/23 after which the C.O. responded that they would cancel and refund my account. Nothing has been done. Below is the review and response:C.O. hit my **** every year without asking permission. 2018 cost was $139.41 2019 $139.41 2020 $139.41 2021 $235.94 2022 $235.94 2023 $321.74 2024 $463.31 This is totally unacceptable.I called the 800 number and got a person with a bad accent that I could not understand. I asked for a refund for the above but got a "hard sell" to renew and he kept lowering the price and offering a $50 gift certificate. After 20 minutes of fighting with this guy I THINK my digital access was cancelled and I am getting a small refund but I have no verification.We would really like to keep access at the current, advertised price of $119 but there is no way I am going to continue if they are getting access to my credit card and raising the rate.I should be refunded for the above price increases over the original $135.41 and my digital access should continue until time to renew after which I should be notified if I wish to continue. As of now I have no idea what my subscription status is.The Charlotte Observer Response 11/15/2024 Thank you for contacting the Charlotte Obsever your account has been cancelled effective 11/19/2024. We will be following up any refund available and a customer experience specialist will be reaching out to you by email to confirm your cancellation and any refund amount processed. Autopay subscribers are sent an email or letter mailed if their address is on file 30 days in advance informing them of the upcoming price change. Allowing time to get a new rate or cancel service. We apologize for any inconvenience and will be follow up with you shortly.

  Business Response

  Date: 01/10/2025

  Thank you for contacting the Charlotte Observer. The account for ******* ********* has been sent to the finance team to process a refund for the last payment on the account of $463.31 The account was stopped on 11/19/2024. We apologize for any inconvenience regarding the follow up with details of your expected refund. If you have any further questions please contact our customer service department at ************.

   

  Customer Answer

  Date: 01/11/2025

   
  I am rejecting this response because there is no trust that I will ever receive the refund and you did not explain how the refund will arrive, mail, **** etc.

  Once a refund is received I will be happy to close the case with the BBB.

  
  

  Business Response

  Date: 01/16/2025

  Thank you for contacting the Charlotte Observer. The account for ******* ********* has been issued a refund of $463.31 released on 1/13/2025 back to the credit card ending in 8687 ***** If you do not receive the refund posted back to your card within the next 7-10 business days please contact our customer service department at ************.

  Customer Answer

  Date: 01/16/2025

   
  I am rejecting this response because:

  As stated, our original annual rate was $139.41 as of 2018.

  The rate suddenly jumped to $235.94 in 2021.

  Again it jumped to $321.74 in 2023. 

  None of this was authorized. My **** was automatically hit without my permission.

  So the total charges from 2018 until 2023 should have been $139.41 X 6 = $836.46

  But the actual total for that time period was $1211.85 for 2018-2023

  The refund for 2024 has already been received so we should receive another refund of $375.39 to cover these unauthorized increases.

  Please refund $375.39 then we can close this complaint.

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

   

   

  
  

  Business Response

  Date: 01/17/2025

  Thank you for contacting the Charlotte Observer. The refund for ******* ********* was confirmed to be received. All subscribers are sent a notification of increase ****************************************************** email. We send notification in advance so that subscribers have time to cancel or call our customer service department about the increase. At this time no further refund is available. If you have any questions you can call our customer service department at ************.

• Initial Complaint

  Date:01/07/2025

  Type:Product 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 had a 1 year e-subscription to charlotte observer. They auto-renewed my subscription on a credit card I never gave them. I contacted them when I saw the charge, asked to cancel my subscription, which they did after much run around, telling me non-refundable. I was persistent and they refunded. now they call me multiple times a day. I answered and the person told me I owe $95. Told them I cancelled my subscription. He said subscription ended late Nov and I didn't cancel til early Dec. I informed him, i'll never do business with them again.

  Business Response

  Date: 01/08/2025

  Thank you for your message to the Charlotte Observer. Subscription accounts do not stop automatically, as stated in the terms of service. We allow a ***** period for customers to renew or contact us to cancel. We have reviewed the account for ***** ********. The account was cancelled effective on December 14, 2024. A refund, per customer request, was processed December 17, 2024 in the amount of $96.51 back to the credit card on file. We received information on December 20, 2024 that Mr. ******** also disputed the charge with his credit card company on December 19, 2024. This means, Mr. ******** received the refund from the Charlotte Observer and from his credit card company. The amount owed on the account, $96.51, is for the initial refund the Charlotte Observer credited back to Mr. ********** credit card. If you have any questions, please contact us at ************. Thank you
  
  
  

  Customer Answer

  Date: 01/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:12/18/2024

  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.

  Lack of communication for many weeks in response to my phone calls to ************* who sent several texts in late Nov. ******* in *************, answering yesterday for first time in 5 phone calls (3 to cust. care no. and 2 to Trade St. on its website) by me, acknowledged the unanswered phone calls. He conferred with "his team" yesterday and said there no active account and to disregard any bills as of Dec. 11. However, today for the First time I received an Undated Paper bill with more charges than originally sent in texts. The envelope had no date on it. Only "First *lass Mail, US Postage Paid, OSG." The * Ob's response to BBB said to disregard any billing notices as of 12/11/24. I received the paper notice Dec. 18. That conflicts with statement for Dec. 11. I told ***** I didn't want to subscribe to *.Ob. This hassle is nothing like the old Charlotte Observer.

  Business Response

  Date: 12/18/2024

  Thank you for contacting The Charlotte Observer. We do apologize that ******* ******* has not received any response to the phone calls made to us. We have reviewed  the account and the letter that was received in the mail by customer effective today, December 18, 2024, the date on the letter should of been dated for December 9, 2024. We show the account has been put to a $0.00 balance owed effective on December 11, 2024. Our office wil be following up with customer by phone on Thursday, December 19, 2024. If you have any questions, please contact us at ************. Thank you
  
  
  

• Initial Complaint

  Date:12/03/2024

  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.

  An email alleging money owed to Clt Ob and automatic renewal of subscription and not returning several messages left on 704 800 ****** and no answering of ************ on C. Ob. website and no receipt via **** mail re account. Resolution: no subscription to C. Ob. No automatic payment. An acknowledgement of same in writing.

  Business Response

  Date: 12/11/2024

  Thank you for contacting The Charlotte Observer.   Checking Mr. ********* account, it has been on a 13 weeks auto renewal from his credit card.  The payment which was due 9/1/24 had declined on his credit card.

  We allow 60 days of ***** past the expiration date to allow time for payments to be received.   It was cancelled on 11/10/24 for non payment for $******,  Mr. ******* indicated in his complaint, he tried to reach our customer service which is ************.  We have cleared this past due amount of $ ****** and have closed the account.   Please disregard any notices he may have received dated prior to today's date, 12/11/24.  

   

  Thank you,

  The Charlotte Observer

• Initial Complaint

  Date:11/03/2024

  Type:Product 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 subscribed to the Charlotte Observer which according to my bill include home delivery Sunday through Friday as well as access to digital news. When the Observer cancelled their home delivery I call them and cancelled my subscription and was told I would get a refund check within two weeks for the unused portion of my subscription.!After a month of not hearing anything, I called the Observer back and was told my claim was rejected even though originally I was told I would get a check. I have never used the digital printing even though it was available to me. I feel the Observer changed their policy about my home delivery but also lied to me about the refund, They just kept my money. Very dishonest.

  Business Response

  Date: 11/04/2024

  Thank you for contacting the Charlotte Observer.   I sincerely apologize the refund for Mr. ********* was not processed when requested.

  The refund of $ ***** which was the amount of credit left on his account is currently being processed.  Please allow 3-5 business days to appear on the credit card statement.

  This is being applied back to the Mastercard used ending in 1307 which was used for the last payment charged.

  Thank you,

  The Charlotte Observer

  Customer Answer

  Date: 11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:10/03/2024

  Type:Delivery 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.

  The Charlotte Observer was contacted by my wife via online as requested to cancel subscription. Subscription was canceled for no further delivery after September 13, 2024.The Charlotte Observer then billed us $62.38 on October 1st.

  Business Response

  Date: 10/04/2024

  Thank you for contacting The Charlotte Observer.

  Checking the customer's account, the auto renewal was not cancelled when requested on 9/10/24.  The credit card was charged the amount of $ ***** on 9/29/24. 

  We apologize for this error.  We are refunding the payment of $ ***** back to the customer's credit card.  This should appear on their credit card statement within 3-5 business days.

  The subscription has been cancelled immediately.

  Thank you,

  The Charlotte Observer

  Customer Answer

  Date: 10/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/09/2024

  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.

  Our Problem With the Charlotte Observer: *My charge card was charged without my permission on 8/2/24.*My charge card was charged without sending a bill showing the total amount that I was going to be charged. *My charge card information was put into the ** Pay program without my permission. *When I log into our account, the account does not let me delete my charge card information.*When I log into our account, the account does not let me opt out of the ** Pay Program.*When I called the Charlotte Observer 5 times on 8/2/24, my call was dropped 5 times, twice by agents.*When I called one agent, I gave the agent my phone number to call me back if the phone call was dropped. The call was dropped and the agent did not call me back.*I emailed the Charlotte Observer (8/2-8/3) and did not get an email back. *I have disputed the charge with *********** and they have sent the Charlotte Observer a bill for $231.65.To Resolve This, I Need the Charlotte Observer:1 - To send me a bill - preferably paper by an email bill will suffice.2 - Delete my charge card information from my account.3 - Take us out of the ** Pay Program.I will then be glad to pay the bill.

  Business Response

  Date: 08/10/2024

  Thank you for contacting the Charlotte Observer. The account for ************************* has been reviewed we show the account was set up on autopay with the change to digital only on 7/30/2023. At this time we are having all communication from ************************* pulled to confirm the attempts to have this issue corrected. We want to make sure our system is not dropping calls and that agents are attempting to contact subscribers when a call is disconnected. We send out price increase letters by mail and/or by email to the primary email address on file 30 days in advance of any price increase. Our records indicate the primary email address as *********************** Our team has removed the autopay biling information and removed the account from autopay as requested.  The account is currently paid until 7/30/2025 with the payment that was processed on 7/31/2024. If the charge is in dispute with the bank and the payment becomes cancelled there will be a balance owed. Our team would like to resolve this by offering the price you paid last year and refunding the difference of the amount charged on 7/31/2024 which would be $90.09 if the payment dispute is cancelled. A wecare agent will be reaching out by phone to resolve this. We have already removed the autopay from the account. 

  Customer Answer

  Date: 08/10/2024

   
  I am rejecting this response because:

  1- I just logged onto my Charlotte Observer Account (8/10/24 at 12:36 pm) and we are still signed up for ** Pay (autopay).

  2- I still cannot delete my charge card information from the account.

  3- I am waiting for the phone call to address all concerns.  
  

  Other comments:

  1 -We did receive the letter - it indicated that the rate would be $4.15/wk for 2024-25.  It did not state if we would be billed weekly, monthly or for the year.  The Charlotte Observer needs to send a clear bill and should not charge a card without permission,
  
  2- I appreciate you pulling up all my communication attempts with customer service, including an email.  This will verify my complaint and hopefully improve operations.

  3.  I was working with an agent to add my email in addition to my husbands email to the account.  My husband talked with the agent giving permission for this to happen.  However, either the agent hung up or the call was dropped.  The agent did not call me back - even though I gave him my phone number.

  4- I clearly understand that we will owe the Charlotte Observer a balance for the subscription.  I did dispute the charge with my credit card company since I had no control over the charge and spent literally all afternoon trying to work out these issues with customer service with no help from them.  
  
  5- I appreciate the $90 refund; however my original complaint still stands until the Charlotte Observer takes us out of the ** pay (autopay) program and takes out charge card information off the account.  I also want that call that was promised.  

   

  Business Response

  Date: 08/10/2024

  Thank you for contacting the Charlotte Observer. The credit card information and autopay have been removed from the account it will take the system until the next business day to reflect online. At this time our system has the ability to update your credit card information You should be able to update your card information online but removal requires contacting an agent. I will certianly provide feedback to our team to add that option to our online profiles. You can try to go online on Monday and check the status. Our agent will be contacting you before the end of the day today 8/10/2024 pacific time. 

  Customer Answer

  Date: 08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  However, my business with the Charlotte Observer is not finished; I did dispute the charge made without my permission and that will continue on resulting in the Charlotte Observer being billed by my charge card company.  I will be glad to pay the bill (with my permission).  The agent stated that $90 would be deducted from the bill due to the issues I had with the Charlotte Observer as outlined by this complaint.
  

  I also will need to pay again next year; I don't see a way to pay the bill online without using the ** Pay option again in the future.  If the Charlotte Observer does not follow through with the deduction or if I have the same problems paying the bill again next year, I will again file a complaint with the BBB.  I already have concerns; the person I was working with over these complaints did not call me back today as promised. 
  
  Thank you. 

  Best regards,

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

  
  

• Initial Complaint

  Date:08/06/2024

  Type:Product 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 subscribe to the digital edition of the Charlotte Observer. At least twice in the past couple of months, the digital edition has not been available by 6 AM due to technical issues. Once was around May 31 and again on August 6th. I called **************** and the person who claimed his name was ***** said that I could not receive a credit for non-delivery of the digital edition. I asked to speak to his supervisor who refused to speak with me. Physical non-delivery of the newspaper would warrant a credit so why not the digital edition? I have requested credits totally $3.00 which seems reasonable and the company has refused due to errors on their behalf to provide promised content. The refusal to consider my request and a supervisor refusing to speak to me is no way to treat customers.

  Business Response

  Date: 08/06/2024

  Thank you for contacting the Charlotte Observer. The account for ************* has been reviewed we certainly understand the frustration regarding the editon not being available by 6 am due to technical issues if there is a widespread issue customers will be notified and given updates as the issue is being resolved. Calling customer service will provide updates as well. In this matter the issue was restored later that morning and was available to view. Digital issue are commonly resolved in a matter of minutes or hours at this time there will be no credit applied we do apologize for the inconvenience but the digital edition was available after the technical issue was resolved. We apologize for any inconvenience. If you have any further questions please call our customer service department at ************.

  Customer Answer

  Date: 08/06/2024

   
  I am rejecting this response because:
  

  It is a newspaper.  It needs to be timely.   The response contained false information as there was no email notification that it would be late.  Getting an edition hours late when its value has diminished is not acceptable.  You wake up and read the newspaper.   Once the day begins, one has other things to do.    It is no difference than not receiving a physical paper where the Observer routinely provides a credit even though digital access may be available.   The company is responsible for its own technology.   The failure is on them and it is unethical to charge customers for their mistake

  
  

  Business Response

  Date: 08/06/2024

  Thank you for contacting the Charlotte Observer. Our team will follow up as to confirm a notification was sent out at this time we will do a one time credit of $3.00. We certainly understand your concern and always do our best to communicate and avoid issue that would case a late or missed delivery of print or digital. A technical issue that is resolved within the day is not subject to a credit as the product is still available. This is a one time credit. Your renewal date has been extended by 2 days we do not credit monetarily so no refund will be given. If you have any further questions you can contact the customer service department. 

  Customer Answer

  Date: 08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/29/2024

  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.

  Paid for delivery of Charlotte Observer thru Dec 27, on sept 16 going to three days a week delivery by mail. This is not what I paid for and have asked for refund from sept 16 to Dec 27 have been told this is not possible. I also have no access to digital delivery.

  Business Response

  Date: 08/06/2024

  Thank you for contacting the Charlotte Observer. The account for ********************************* is scheduled to stop on 1/26/2025 Our Terms of Service do provide our cancellation policy as well as give information on refunds. Our terms state we reserve the right to substitute digital for print delivery at any time. Cancellations are processed for the next renewal date we do not prorate refunds. Upon checking the account the agent lowered the price of the subscription extending the renewal date as compensation for the change in frequency and method of delivery. Our team can provide assistance with a device and navigational tips to utilize the digital access included in the subscription. If you have any questions you can call our customer service department at ************. Below is the Terms of service. link *************************************************************************

   

  Customer Answer

  Date: 08/06/2024

   
  I am rejecting this response because:
  Mail delivery is unacceptable and I have no access to digital delivery on a regular basis.

   

   

  Business Response

  Date: 08/06/2024

  Thank you for contacting the Charlotte Observer. We are able to offer a device which comes preloaded with the Charlotte Observer at no additional charge so that you can view our editions online each day. The Tablet would only need to be returned if you cancel service before 2 years. I link for the Tablet is being included in this response. ***************************************************;  If you have any further questions you can call our customer service department at ************.

  Customer Answer

  Date: 08/06/2024

   
  I am rejecting this response because:
  I would not be able to use the device. 

  Business Response

  Date: 08/07/2024

  Thank you for contacting the Charlotte Observer. At this time the account for ********************************* will have a cancellation date of 1/26/2025 as per our Terms of Service and explained in our previous response. If you have any further questions please call our customer service department ************.

• Initial Complaint

  Date:06/24/2024

  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.

  I canceled my subscription 16.months ago and have not received a newspaper since. I learned via a letter on Saturday June 24, 2024 that my monthly rate would increase this year. I contacted their customer service team in *************. I was told they had no record of my cancellation and I would not receive a refund. It became obvious after 20 minutes on the phone that their entire purpose was not refund under any circumstance. Terrible customer service for a service I didnt receive.

  Business Response

  Date: 06/25/2024

  Thank you for your message to the Charlotte Observer. Our records show the account was started in 2021. The account was started on an automatic credit card payment cycle every 8 weeks. The account history does not show any complaints in regards to delivery issues or missing papers. We do apologize if there was a problem. At this time, it would be difficult to go back 16 months to confirm if a paper was or was not delivered. We ask all customers to contact us if there is a delivery issue at any time. 
  

  We will honor the refund of the last payment, which is $105.73. Please look for an email to confirm the refund request.
  

  Please feel free to contact us at ************ or *******************************************************.
  

  Thank you