ComplaintsforThe News & Observer Publishing Company
Newspaper
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Complaint Details
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Initial Complaint
09/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was on autopay for my N&O subscription every 6 months. I was informed recently that my rate would be going up. I started negotiating with customer service for a better rate. Due to warnings on ********, I canceled autopay but continued to negotiate my subscription rate. I canceled autopay on 9/8/2021 and received email confirmation. I canceled my subscription on 9/12/2021 (the date on which my subscription was due to expire), effective immediately. I received an email response on 9/12/2021 acknowledging my subscription cancellation and telling me that my account had been removed from autopay and there would be no more charges. The N&O hit my credit card with an autopay charge on 9/9/2021. I emailed customer service on 9/19 to demand an immediate refund. I did not get a reply except for the automatic one by end of business today, 9/21, and my credit card has not been credited for the charge. I have now disputed the payment with my credit card company.Business response
10/05/2021
more info from the consumer: The News and Observer Publishing Company has refunded my money. They have not notified me that they have done so, but the adjustment has appeared on my credit card. Thank you, *************** Consumer Response /* (3000, 7, 2021/09/24) */ Sorry, yesterday I was incorrectly informed by my credit card bank customer service that the N&O had refunded my money. However, today I received a message from the bank saying that they had temporarily credited my account for the disputed amount while they are waiting for a response from the N&O. So my complaint against the N&O still stands. Can you reopen my case or do I need to file it again? Business Response /* (4000, 17, 2021/10/05) */ Thank you for making us aware. Our records show a chargeback request was filed by your credit card company to dispute the charge in the amount of $153.72. This amount was credited back to your credit card on 9/29/2021. Thanks, The News and ObserverInitial Complaint
09/13/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am supposed to have a newspaper delivered every Sunday, but have only received two in the last eight weeks. I have called to complain and ask for a refund for all of my missed papers, but all they do is extend my subscription. I do not want to extend a paid service they cannot even deliver 20% of. I am owed a refund for the missed papers due to their lack of service. They claim to have a no-refund policy which I understand should be honored should there be a situation at the fault of the customer, but this is the business not providing the service I am paying for.Business response
10/05/2021
Business Response /* (1000, 14, 2021/10/05) */ We apologize for the inconvenience and a refund in the amount of $70.79 will be processed. Services have been cancelled effective Sunday, 10/10/2021. Kindest Regards, The N&O StaffInitial Complaint
09/10/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I canceled my subscription on 27 August 2021 and saved the confirmation of cancellation. My bank account was debited the subscription fee on today 9 September 2021. I've called **** to dispute the charge and cancel my current debit card.Business response
09/10/2021
Business Response /* (1000, 5, ****/09/10) */ We apologize for the inconvenience this has caused. Our records show this order was sold back on 6/30/**** by a kiosk sales representative. Do you recall electronically signing up for automatic renewal for this newspaper subscription? Again, our since apologies. Your subscription and been cancelled and no further charges will occur. Kindest Regards, The News and Observer Consumer Response /* (3000, 7, ****/09/10) */ I did sign up for automatic renewal. The original receipt states that I can cancel my subscription at anytime. I did cancel before the renewal date. I also changed my method of payment on 23 August **** to a card ending in **** and they still charged the original card ending in **** after the subscription was cancelled. I did speak with a News & Observer representative, employee ID #*******, she stated that she would place an order to have the charge reversed. She also stated that the charge was placed because of the automatic renewal. I have issues regarding that. As I stated before the subscription was canceled and the method of payment was changed prior to the subscription being cancel. Why was a payment drafted on the card that's not listed as the method of payment in the first place? Consumer Response /* (2000, 9, ****/09/15) */ Good afternoon. The funds have been credited to my account. Thank you. Consumer Response /* (3000, 13, 2021/11/04) */ I filed a previous complaint against the News and Observer in September 2021. I had cancelled my subscription, before the ending of the eight week billing cycle and they renewed my subscription after I cancelled it and on a debit card that I didn't authorize them to charge. They did issue me a full refund check in the amount of $34.40, which I mobile deposited to my **** account on September 21, 2021. I've recently been receiving phone calls and letters from a collection agency,****** *********. The News and Observer has filed a claim against me stating that my account is delinquent. I don't owe them any money and this will go against my credit. Please help me to resolve this issue. Thank you. Business Response /* (4000, 15, 2021/11/08) */ Thank you Ms. ********. I was able to check your account #******** and there is a zero balance for The News and Observer. Let me know if you have any further questions. Thanks, ************Initial Complaint
09/09/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a subscription with The N&O for home delivery six days a week (they don't publish a Saturday paper). On Aug. 20 I submitted an online VACATION HOLD to take effect Aug. 26. Papers were to be held that day through Sept. 1 and all delivered Sept. 2 along with that day's paper. I even followed up with an email due to problems in April when I only received 3 of 10 papers that were to be held and delivered on my return. Got a reply saying that everything was set and home delivery team had been notified. Well, last Thursday, I expected to receive my held papers and Thursday's but got NONE. And that continued until yesterday, the 7th, when I finally got yesterday's paper ONLY. Same for today. And this was despite phone calls each day (Sept. 2, 3, 5, 6, 7 and 8) to customer service and promises that they would be delivered, that a district manager would call me, etc., etc. NONE of that has happened. I have been offered credit for those papers. But that's not what I wanted.Business response
09/10/2021
Business Response /* (1000, 5, 2021/09/10) */ we are sorry and have notified the distributor to make sure these back issues are delivered. Thanks, The News and Observer Consumer Response /* (3000, 7, 2021/09/11) */ What a JOKE of a response! I have gotten that same reply from every customer service rep I have spoken with over the past week (at least 5 or 6), and it did not result in the delivery of the papers. Why should I expect them now? I also never received a callback from a distribution manager, which was promised on several occasions. Is that the kind of employees who work for you? Just admit that you did not do as promised with the Vacation Hold and then continued to miss my regularly scheduled deliveries for several more days. You could care less about customer satisfaction! Now those papers are probably not even available to be delivered. That was what I was told in April when I only received 3 of 10 that should have been delivered from a Vacation Hold and called for several days asking where my papers were. Frankly, I am tired of hearing your reps begin their response by telling me that my subscription includes access to the digital version. If that was all I wanted, I would not have signed up for home delivery of the print version. I still like to get the coupons that come on Sunday as well as the grocery store ads that come on Wednesday. The digital version does not provide those! If you are unable to provide regular, timely home delivery, then perhaps it's time you quit offering it. It's pretty clear that your readership has continued to decline significantly in recent years. People have grown tired of the ridiculous prices for so little content! Add your sorry service to that, and it's no wonder. We can find most of the important news online without paying for it. Quite honestly, other than the ads and coupons, the main reason I have continued to subscribe is to see the obituaries. Having lived in ******* all but two years of my life, there are few weeks that pass when I don't see an obituary that I need to be made aware of. So, when can I expect a reasonable resolution to my issues rather than another empty response? Business Response /* (4000, 16, 2021/10/13) */ Thank you. Our records show a curtesy credit of 30 days was processed on your account 9/22/2021 and no further missed delivery complaints have been issued since this date. Please let us know if you have any further questions or concerns. Thanks, The News and ObserverInitial Complaint
09/02/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We had a subscription to the paper for half the year for Sunday delivery only which we did not renew. Shortly after the paper stopped being delivered we got dozens of calls to renew our subscription almost to the point it was harassment. We told them that we did not wish to renew and to stop calling on several instances. Finally, when the calls stopped I got a bill from a collection agency stating that my account is in active collections and that I owed $42.75, I find it very disheartening that the company would attempt to bill a customer for a service they did not renew to and then send their account to collections. This business practice is very depictive and fraudulentBusiness response
09/20/2021
Business Response /* (1000, 5, 2021/09/10) */ We do apologize for the billing issue you experienced with your newspaper subscription. It's important that we hear from our customers when they are not satisfied with services and we have addressed this issue. Our records show #******** is now closed. We have also notified ************* and this matter will not affect your credit rating as they don't report to credit bureaus. We do apologize for the inconvenience this may have caused and will be glad to help you in the future should you have other questions or concerns.
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Contact Information
Customer Complaints Summary
150 total complaints in the last 3 years.
46 complaints closed in the last 12 months.