ComplaintsforNews & Record
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Complaint Details
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Initial Complaint
08/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've hold a subscription with Greensboro News & Record through my job to keep abreast of the local news and discussions on local issues. Since my job is a 501(c)3 we have to report invoices each month yet I never have direct access to mine through my News & Record online Portal. I call to try to get one every month and every month they explain because I only have a digital subscription that doesn't entitle me to a invoice and that the charge to my card is what I should consider as an invoice. I have to threating to end my subscription before they'll escalate and actually try to email me out one, which they still have to "request" and I've only received it once from them when going through that process. I just want to see how this is fair and lawful practice of business because it seems like a simple them to a big company but for me it creates a lot of headaches at the end of the month trying to chase the invoice down and is getting to the point that my directors are talking about ending the subscription for good because of this practice. Is there something that can be done for better transparency in this case so I can keep supporting local News?Business response
09/19/2023
Just spoke with the subscriber, and gave him the number to my retention clerk. She will be able to assist him. I also reached out to my retention clerk, and she is going to call the subscriber ASAP. Customer was satisfied. Thanks.Initial Complaint
07/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 29, I received a note from the News and Record that it would be adding supplemental fees to my subscription. I have been dissatisfied with the substantial increases in fees over the past few years as well as the substantial decline in the quality of the newspaper. So I called the customer service number provided in the note to me, in an effort to cancel my subscription the N&R. The person I talked to tried convince me 7 times not to cancel by dropping the cost of my subscription and each time I said “No, I want to cancel my subscription to the ********** News and Record.” After the 7th time of saying this, she hung up on me. I would like help in cancelling this subscription.Business response
07/16/2023
Subscription was cancelled.Initial Complaint
05/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I subscribed to this newspaper around February 16, 2023. I ordered delivery to my house and it never showed up. Not even once. It is months later now and they are still sending a bill to me. I tried multiple ways of contacting them to cancel. I called, emailed and called again. It feels like this business is purposely trying to harass me but I don’t know why. The online edition of the newspaper is in my emails everyday. But, I have told them more than once that I have no use for the online version. I only wanted the physical delivery of the newspaper. It never showed up. I don’t know who else to contact at this point. I would like to not see a bill from this business in my mailbox ever again. I have since started a subscription with a different newspaper. It shows up every day without fail.Business response
05/23/2023
I have called the subscriber, got no answer, left my return call number. I also email this subscriber with the District Manager of her area included. District Manager has spoken with the carrier, and the carrier says he will not miss this address going forward. Thanks.Initial Complaint
04/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a customer of the Greensboro News and Records for many years. in 2022 and 2023 I have been having problems with getting my papers delivered. I have been missing papers for weeks at a time. The year just started and since January up until now I have only received a paper maybe twice a week. I have contacted them with my complaints multiple times and they haven't responded back to me yet.. They keep telling me someone would be getting back to me by the end of the day. For 2 years I have yet to receive a call back from them even trying to correct the problem. I pay for my subscriptions every 6 months and I feel like they are just stealing my money by not sending me my papers everyday, I would really like something to be done about it. I want either my papers everyday or my money back. Thank You!Business response
04/25/2023
My district manager has met with the subscriber, contacted his carrier, and this subscriber was happy with the results. Thanks!Initial Complaint
02/16/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
08/01/22 I paid $305.31 for 7-day home delivery of N&R. Week of 12/16/22 we received a letter stating that N&R will no longer provide delivery as of 01/01/23. Instead we would get our papers by U.S. Mail, which comes later in the day. 12/23/22 I called N&R and spoke with "Allie." I asked that our subscription be e-edition only beginning 01/01/23. She told me that costs $26/year. I asked that my one-year subscription ($26) be deducted from what I had already paid through 08/19/23. Also there were 134 days in 2022 between 08/19 and 12/31 when we still got home delivery, which cost $112.02, and I asked that that be deducted from the $305.31 as well. Allie told me I would get a refund of $279.31 in 1-3 business days. I went over the numbers with her and told her that I am only owed $167.29. She again said I'd get a refund of $279.31 in 1-3 business days. 01/26/23 I called N&R and spoke with "Jez." He said that the refund request had not been processed, but he would do it that day. I should get a refund in 1-2 weeks. 02/14/23 I called and spoke with "Shelvin"; he said that "Jez" had not processed the refund request either, but he would process it that day. He told me that I have a $150.00 credit on my account; that my subscription expires 03/22/25; and I'd get a refund of $150 in 3-6 weeks from that day. Then he said that the N&R doesn't issue refunds anymore, that they would just keep extending the subscription beyond March of 2025 until the $150 runs out. I asked to speak with a supervisor; he said that no supervisor was available, but one would call me before 1:00 that day. 02/16/23, no one has called. None of the overpayment figures that they three individuals gave me is accurate, nor do they make sense. The three customer service reps all gave me different information about the amount due to me; the amount of time it would take for me to get a refund; supervisor would call, but none has. All three said they would process my refund, but none has.Business response
02/17/2023
******** ******, CSR has processed a refund in amount of $167.29. ******** called and left subscriber detailed VM on 2.17.23. Refund will be prosessed week of 2.20.23.Customer response
02/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. Note: I called and spoke with Ms. ****** after she left the v/m. While she did request that the N&R accounting office issue a check next week, there is a possibility that it will not be issued until later. That office only issues checks once a month. I accepted the possibility that I won't receive a check for a few weeks, and do believe that the N&R will send one. However, I won't consider the complaint fully resolved until I do receive the refund check.Initial Complaint
02/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
As of 2 weeks ago I have attempted to call with no resolution on not receving my newspaper. Each time I have been told the District manager would call me back and NOTHING and still no paper. I have paid for this service and I expect to recieve my paper. I am a widower and retiree and who stills enjoys getting this each day so PLEASE help me. I am lost at what else I can do. Thank youBusiness response
02/15/2023
Bethany *******, Area Manager, reached out to subscriber and has gotten with contractor, issue should be resolved. Credit has been issued for missed deliveries.Initial Complaint
02/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 9/26/22 I re-subscribed to the Greensboro News & Record after a brief cancellation (cancelled 8/10/22). This transaction occurred over the phone when the News & Record called me to offer an acceptable subscription price totalling $166.53, including tax. I gave the caller my VISA number to pay the $166.53. I also requested and received an email confirming this price and the subscription terms (52 weeks, 7 day delivery, print + digital). Later, I checked my VISA bill and saw that the News & Record had charged me $177.78 instead of the agreed amount. That is an overcharge of $11.25. I have called the paper three times since then to request a refund: 1) on 12/5/22 I was told that the overcharge was for papers that they delivered to me after I cancelled my subscription. I neither expected nor requested these papers, and legally do not owe for them. The person I spoke with said "nothing could be done" but that she would have a supervisor call me. They never did. 2) I didn't document the date of this call but the man who answered immediately said he would have a supervisor call me. They never did. 3) on 1/18/23 I was told that the overcharge was for tax on the $166.53. This is wrong as my confirming email clearly states that tax was included in that amount. The woman told me she would have a supervisor call me. They have not done so. This situation seems very dishonest to me. It cannot be right that the paper, upon receiving my VISA number, used that information to charge me what they liked instead of what was agreed. I also do not appreciate their stonewalling me. They cannot even agree on their excuse for the overcharge. (This is not the first time the paper has acted questionably towards me. I am concerned that they will continue to act unethically if not held to account.) My account number with the paper is #***********, and it is in my husband's name, **** ** *******. Thank you.Business response
02/06/2023
Customer will be credited back $11.25 as requested.Customer response
02/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and I accept it.Initial Complaint
01/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello, I am so upset with the New & Record. I have not received my newspaper going on 10 days now. I have called numerous times and still NO PAPER. I paid for a full year subscription and my neighbor 2 house up, gets his delivered every day. I am highly upset that this cannot be taken care of and i want a refund and a call from the district manager.Customer response
02/09/2023
I contacted the business and I an still having issues with not receiving the newspaper. I am 79 and enjoy reading each morning and I pay a lot for something I hardly get to read. This is unacceptableBusiness response
03/13/2023
Tim *****, Regional Ops Manager, made contact with subscriber and local manager. Local manager followed up with delivery person. Subscriber has their direct contact info. if anything comes up in future.Customer response
03/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.Initial Complaint
01/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I subscribed to the Greensboro News and Records newspaper in December 2022. My credit card was charged $63.20 on December 23 for a three month subscription, to start immediately. I never received the newspaper. After making numerous calls and sending emails to the Greensboro News & Record, I never received a response. Finally, this morning I got through to someone in Customer Service and requested my money back. After more than twenty minutes on the phone, and being put on hold for several extended periods of time, I was told that they would process a refund for $55.00 because there is an $8.00 processing fee. It is ridiculous that I should pay an $8.00 processing fee to cancel a subscription that the Greensboro News & Records did not honor. Additionally, I was told it would take 2-4 weeks to process my refund of $55.00.Business response
01/10/2023
A refund of $63.20 will be made back to customer and issues with wait time on calls will be escalated to CSC management.Initial Complaint
09/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been customers of this newspaper company for over 50 years. We have moved out of Greensboro and into Guilford county. In the last several years we have experienced lapses in newspaper deliveries. Recently it has gotten worse. I have tried calling and e-mailing, all to no avail. We now have not received a paper for one week. If we call to report the problem we are on the phone for at least one half hour, if not more. If we leave a number where we can be reached, no one calls back. No one answers e-mails. We have no recourse at all to leave complaints. For a company that says they value their customers, they surely don't act like it. I want to read my newspaper. I want my newspaper in my hand, not on a computer. I would like this problem resolved, please.Business response
09/14/2022
This area is no longer serviceable via a carrier, paper will need to be mailed. Account will be credited for week of no delivery.Customer response
09/14/2022
I am rejecting this response because: The Greensboro News & Record knew about this and did nothing to inform their readers in this area. I understand the credit given and would appreciate an apology from this business.
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Customer Complaints Summary
89 total complaints in the last 3 years.
41 complaints closed in the last 12 months.