ComplaintsforFayetteville Observer

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a trial digital subscription in order to read one specific article. My subscription renews automatically on 2 July at the normal rate of $19.99/month. I first attempted to cancel my subscription on ******************************************************** progress that originally was scheduled to end on 28 June. Apparently this upgrade has completely shut down customer service operations regardless of how you attempt to contact them (online or by telephone - there is no email option). The upgrade is now scheduled to end on 3 July (allegedly as it keeps being extended) so I assume my CC will be charged as I am sure the upgrade will not affect that. Which leaves me disputing a CC charge as well as still having to cancel my subscription - assuming the upgrade is actually finished. For a business that supports the community to have its customer service completely down for more than a week in this day and age is unacceptable.

  Business response

  07/02/2024

  July 2, 2024
  
  *************************
  , NC 28306
  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 Fayetteville Observer. Per ********************** request, the account is stopped and a refund of the $19.99 charge for 7/2/2024, has been sent for processing. We had a large system conversion merging 2 different systems together, there were some issues encountered that caused several delays over a week's time frame. It has been completed and his stop has been processed.
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fayobserver left 2 phone messages on my home phone, plus the carrier left a note with my newspaper to call her. I called the numbers numerous times to get mailbox full or an answering machine which I left a message. This started last week on May 10th. I received the 2 phone messages asking me to call them and not to pay since I am paid up to 12-25-2026. I must say this is a surprise and I have not received any notification by mail or email from the Fayobserver that I am over paying. I have paid each month by check through my bank and prior to the bank I sent it in by mail. I thought I was paying the montly payment and have not been imformed of what I should be paying nor have I received a refund. They have not returned any of my calls and my impression is the Fayobserver just wants me to accept 2 years of newspapers with no payment for 2 years. They have not said this to me as I have not spoken to anyone. I want an explanation of what is going on and why they have not sent me a refund. I also want to know what my monthly payment should have been. This seems unbelieveable to me that an organization such as the Fayetteville Observer does not have a better accounting system for their subscribers. How often does this happen and why are they not refunding their subscribers? Please investigate I do not want free newspapers, I want a refund and an explanation how this could have happen in the first place. The following is the number of ********************* ************. I have left several messages with no response. I also contacted the following number ************ not sure of his name but no response. Please investigate and let me know if you need anything else. I have the note the carrier left but she has no authority to resolve anything. Her note just said to call her it is important. Thanks for your assistance.*********************

  Business response

  05/16/2024

  May 16, 2024
  
  *********************
  *******************
  Fayetteville, NC 28305
  Daytime Phone: **************
  E-mail: ******************
  
  Complaint   #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************* and her newspaper subscription to the Fayetteville Observer, account #**********. After reviewing the account, I found that in March 2021, a customer service representative lowered ********************** rate during a phone call to the Observer and there may have been some confusion. ****************** continued to have her payments mailed from the bank for the higher rate every month which added 28 days above the 30 days she was paying to the subscription accumulating a funds build up. We have spoken to ******************* and have requested a refund from finance for the overage that should be processed within the next 14 days and mailed to her. Please allow additional time for mailing.
  
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

  Customer response

  05/17/2024

   
  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

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please stop throwing copies of Fort Liberty Life in my yard. The papers quite often get thrown in a ditch, get soaking wet when it rains, and contribute to an unsightly, smelly litter problem that I do not appreciate and do not want to have to contend with on a weekly basis. If the newspaper has been lying in the ditch with water, it will eventually soak up water and end up smelling sour. Then I have to attempt to remove the unwanted, messy, smelly papers from my yard, and I am physically unable to do so. This is not the first request made to stop these unwanted Fort Liberty newspapers at my home. As time passes and I grow older, my ability to remove these unwanted newspapers will only get worse. Please, please, please stop throwing these newspapers at my property.

  Business response

  02/09/2024

  February 9, 2024
  
  *******************
  *****************************
  ****, ** 28395
  Daytime Phone: **************
  E-mail: ****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************* and the delivery of the Fort Liberty Life paper. We apologize for any frustration this may have caused.  
  
  **************** account has been documented.  We notified the Distribution Team of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am the executer of the estate for my deceased father. My understanding is that The Fayetteville Observer mailed the $174 refund to my fathers address. We do not have record of receiving the check. I called The Fayetteville Observer customer service department multiple times to request that this check be mailed to me at my mailing address in *******, **. I have spoken to their customer service department several times since October 2019. The Fayetteville Observer needs to mail the $174 check to my current address in *******, **. Its ok for the check to be payable to my father given we have a checking account for the estate.

  Business response

  12/05/2023

  December 5, 2023
  
  *************************
  *******************************************************************
  Daytime Phone: **************
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************************* and his refund for his subscription to the Fayetteville Observer, account #**********. We have reached out to the executor of  *************************** estate, *************************, to obtain information regarding the deceased's account and the prior refund that was issued. At this time, we have finance locating the original refund files from 2/19/2019 so that we can get this voided and reissued in the Estate of *********************** and have it sent to his executor's address of ****************************************************************************. We have everything in process at this time and will have this resolved as quickly as possible. 
  
  We apologize that this has taken this long to get resolved.
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested the Observer to change my address for delivery of the newspaper from ****************************************************************, to our new address ************************************************************. The request was filed October 25, 2023. Since that time, I have not gotten the newspaper at our new address, despite having called their call center number a minimum of 6 times, each time being assured that the paper would be delivered, the complaint would be investigated, and I would receive a phone call follow-**. In the interim, my credit card was still being charged by ******* newspapers as though it was being delivered.

  Business response

  11/27/2023

  November 27, 2023
  
  *********************
  ********************************************************
  Daytime Phone: **************
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************* and the delivery of the paper. We apologize for any frustration this may have caused. Any complaints lodged against a carrier are placed on the account 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. ****************** account has been documented and credited. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  
  

  Customer response

  11/28/2023

   
  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,
  
  *********************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fayetteville Observer has unethical practices regarding canceling your subscription. According to their Terms and Conditions/Cancellation Policy, you can cancel anytime. However, when you go to their website and click on the Cancel my subscription link, you get a Cannot Cancel Subscription Online. You can call to cancel your subscription but they are only open certain hours. So you are then charged for the subscription that you cannot cancel anytime and then they wont offer a refund. You are told they will enter a dispute but it isnt guaranteed. After reading other complaints, I see that you will not get a refund. Dont do business with them, as they are unethical and their terms and conditions are false.

  Business response

  08/09/2023

  August 9, 2023
  ***************************
  **********, ** 28348
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and her eNewspaper subscription to the Fayetteville Observer. Per her request her account was stopped on 8/3/23; billing and access will cease on this date as well. A refund will not be processed. We have included the Disclaimer that ************** agreed to before submitting her order. We offer a variety of business hours, including weekends. 
  
  Except as noted below, you can cancel your subscription at any time. Please note that you must cancel your subscription before it automatically renews for a subscription period in order to avoid being charged for the next cancellation will become effective at the end of the current subscription period. ******* does not provide credits, refunds, or prorated billing for any subscription for the remainder of the subscription period. ******* does reserve the right to offer discounts or other considerations in select circumstances at our sole discretion. Please note that each circumstance is unique and our election to make such an offer in one circumstance does not obligate us to do so in any other. For day or season pass subscriptions, purchases are non-cancellable and non-refundable and will automatically end upon the expiration of the period purchased. Introductory offers are valid to households that have not subscribed within the last 30 days. By submitting your address and/or email, you understand that you may receive promotional offers from Gannett and its related companies. You may unsubscribe from receiving any such offers at any time by calling customer service at  ************ or by visiting our website at fayobserver.com. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 3 properties on Goldsboro Road, between I95 and ******************* Road where the "*************** Life" is being thrown out in the driveway. I, and many of my neighbors, have previously requested that this be STOPPED. No one in my neighborhood could care less about what is going on at **************. Few people out here even take that rag Fayetteville Observer. I'm tired of having to pick your trash up on the shoulders of the road so I can cut my grass. More often than not, these stupid papers are in the water in the ditch, or in the ***** next to the road shoulder. As far as I'm concerned, if you throw these out and I have not requested them or are paying for it, you are littering. We have enough litter out here without the newspaper contributing to it. I don't want to see ANOTHER *************** LIFE THROWN OUT ON MY PROPERTY.

  Business response

  03/07/2023

  March 6, 2023
  ***********************************
  *****************************
  ****, ** 28395
  Daytime Phone:***********
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************* and the unwanted delivery of the *************** publication. I have escalated her concerns to our delivery managers and asked for the paper to cease at the address within this complaint as it is the only one provided.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Fayetteville Observer digital subscription cancelled. Billed for $61.23 on card x7250 on April 7, 2022 after cancellation. Have sent multiple requests for refund, including phone calls and emails. Rep stated that refund had been processed and refund issued, then rep stated that check had been mailed. Neither received. ********* 3x and was told to expect resolution and rep would "do my best to get this fixed for you." 9 months and still no response. PLEASE ISSUE REFUND FOR $61.23 + interest. Email ******************** Account #********** Reference #SE040722C9

  Business response

  02/01/2023

  January 31, 2023
  *******************
  ******************************
  Fayetteville, ** 28303
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and her refund. We apologize for any frustration this may have caused. Based on her account when she ordered the subscription to the eNewspaper, she provided '*** Observer' as her first and last name. A check was mailed on 4/7/2022 with this information.
  
  I have corrected the account to reflect ****************** information and asked our finance department to research, VOID and reissue ****************** refund. This can take up to 45 days to fully process and receive via USPS.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please see the attached complaint.

  Business response

  01/12/2023

  ***Document Attached***
  January 12, 2023
  *****************************
  2 **************************************
  *********, ** 28374
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and his account issues. Based on his information, ******************** received an explanation of our cancelation procedures on 4/28/21 when he received a courtesy credit to write off a past-due balance of $65.70.
  
  I have also attached ************************ most recent renewal notice; this displays the cancellation process on the back. I have also verified all previous statements include the same information.
  
  The past due balance will not be waived as he received the newspaper during this time.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  See Attachment/File: SE1075087187.pdf

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  For several years now, I have been trying to get the Fayetteville Observer to stop delivering their free newspapers and advertisements, including the Fort Bragg Life paper, to my home address. I have called them several times in the past and also went in person to their office here in Fayetteville, back before the COVID-19 Pandemic started, and spoke with a supervisor. I am still receiving their papers on my driveway and had one delivered today. Most people, including myself, don't want those papers thrown in their yards and driveways. I see a lot of these papers, in their blue plastic bags, laying for days and weeks in peoples yards, in the edge of streets and curbs, and in storm drains. A lot of people don't even bother picking them up out of their yards. It's a form of litter and should be against the law to distribute such unsolicited papers.

  Business response

  08/07/2022

  Business Response /* (1000, 5, 2022/07/05) */ July 5TH 2022 ****** ******** **** ****** *** ************* ** XXXXX Complaint #XXXXXXXX Please accept this as confirmation we have received Mr. ********'s complaint. We apologize for the frustration this has caused. I have sent his concerns to our senior level of management in the Circulation Department and asked for an immediate solution and for his address to remain on the 'Do Not Deliver' list. This will generate a resolution. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Consumer Response /* (2000, 7, 2022/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩