ComplaintsforThe News & Observer Publishing Company

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have called multiple times and thought this had been worked out, but I have once again lost access to the account that I have already paid for.I was charged $192.14 on 10/12/23 for the automatic renewal of a digital subscription that I had originally obtained for my former job. I was laid off two months after I started the subscription in 2022 and totally forgot about it. So, when it automatically renewed in October 2023, I did not realize what had happened until I noticed the charge on my account. Since I no longer worked for the company, I would not have received any email notices sent to my old work email, which I no longer have access to. So, I called to get the subscription canceled and a refund.I didn't get a refund but my subscription was canceled. I was later told that I couldn't get a refund because I tried to cancel too late. (I called on the day my account was charged.) I asked to keep access to the account since I couldn't get a refund but to remove my credit card so I wouldn't get charged again later this year. My access was restored briefly but now it keeps asking me to resubscribe. When I look at the account, it says the subscription has stopped.Shouldn't my $192.14 subscription go through Oct. 12? Why do I keep losing access?I sent this information to customer service AGAIN more than a week ago and have not gotten any kind of acknowledgment whatsoever.This has been extremely frustrating. At this point, I just want my money back. I don't trust that getting access restored would even last more than a week or two before getting canceled again.

  Business response

  03/07/2024

  Thank you for your message to the News & Observer. We are sorry to hear about your customer service experience. And, we are sorry to hear you have not received an email reply for the customer service team. Your account was restarted back on 1/20/24. Unfortunately, there was an error in transferring the funds back on the account. At this time, your refund request has been approved and will be credited back to you. Our hope is you will resubscribe in the near future.

  Please look for an email confirmation in your inbox. If you do not see the email confirmation, please also check your spam folder. 
  

  Please feel free to contact us at ************ or ******************************************** if you have any questions or concerns.
  

  Thank you

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We called for a subscription for one day a week, on Sunday. We recently received an excessive rate for renewal and called to cancel on January 23, 2024. This cancellation was called in before our expiration or renewal date of January 28. We then received a second renewal notice, at which time I called again on February 13 to make sure the newspaper was cancelled. At that time I was told it was and no additional amount was due. We just received a third notice, this time asking for $46.69 to be paid to prevent future collection attempts. I was also told they have no record of my original call on January 23. This is very disturbing and we feel very threatened as we have never had any issues with a collection agency held over our heads.

  Business response

  02/26/2024

  Thank you for your message to ******** & Observer. We are sorry to hear about your customer experience with your account. Unfortunately, we do not show the calls you are referring to on 1/23/24 & 2/13/24. However, we will be following up on this with our customer service team. Our records show the account expired on 1/21/24. Since we do not stop subscriptions automatically, the account continued on a grace ****** until 2/14/24. We understand you called and requested the cancelation. At this time, we have cleared your account to a zero balance. We hope you reconsider your subscription. Please feel free to reach out anytime at newsobserver.com

  Please feel free to contact us at ************ or ******************************* if you have any questions or concerns.

  Thank you

  Customer response

  03/01/2024

   
  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.
  

  We specifically note in our records when we communicate with any company. While we accept the N&Os offer to bring our account balance to zero, we are disturbed that they claim there are no records of our phone calls. In fact, during the second call the customer service rep confirmed our original cancellation. Therefore, we do not understand why there is no record of our request. Hopefully this oversite or lack of communications within the company is corrected to insure that the customer service department takes action to ensure no other customer has similar problems.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a subscription with the *************************** beginning in 2021 and renewed that subscription for a year in 2022. My *************************** account number is ********. This subscription expired in November 2023 and I decided not to renew. My account confirms that my subscription ended 11/18/2023. I did not receive any communication from the *************************** after that date. In early February I received a letter from a collections ************** Solutions saying I owed $22.35. I called the *************************** and talked to ****** (who refused to give his full name or any other way I could follow-up with further questions). He confirmed that the charge was incurred after my subscription had already ended. Although I had not accessed the service after the subscription ended, he said I was being charged for a grace ****** that I had been given no notice about. When I asked him where I had been given or where I could find any notice of this policy he was unable to point me anywhere. He also assured me that I would receive an email with written confirmation that my account was now cancelled within a few hours, which I never received. He also threatened me with collections, which was a bad faith scare tactic since I had received no notice of the bill and my subscription was ended. I very much would like to support local journalism but these predatory practices have made it so I am hesitant to support the *************************** again. To protect the good will of a customer, the *************************** should remove this $22.35 charge from my account, withdraw it from A.R.M. solutions, and delete any record of a debt on my credit report.

  Business response

  02/19/2024

  Thank you for your message to ******** & Observer. Our records show the account expired 11/18/23. Since the News & Observer does not stop subscriptions automatically, the account continued into a grace ****** until it was stopped on 12/18/23. ******** & Observer mails  our renewal notices 2-3 weeks prior to the expiration date. All renewal state the paper will continue unless we are notified otherwise. This allows subscribers to make a payment without interruption in service. In this case, just like the renewal payment 11/18/22, the account was paid after the expiration date, but the subscription continued. We understand you did not want to renew for the following year. As a one time courtesy, your account has been cleared with the News & Observer and ARM Solutions.

  Please note, ARM Solutions is a non-reporting collection company. This will not appear on any credit report.

  Please feel free to contact us at ************ or ******************************************** if you have any questions or concerns.

  Thank you

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called on 1/14/2024 to cancel my monthly subscription. I was told it would be cancelled.On 2/11/2024 my monthly subscription of $17.15 went through again even though they said they would cancel.I called and they are refusing to refund my money.

  Business response

  02/12/2024

  Thank you for your message to the News & Observer. We are sorry to hear about the problems you have been experiencing with canceling your digital subscription. We are sorry to hear you want to cancel your subscription. Your request to cancel has been processed and the refund requested. Please let us know the reason for the cancelation. Your account is on a promotional rate of $15.99 and we love to keep you as a subscriber. 
  

  Please feel free to contact us at ************ or ******************************************** if you have any further questions or concerns.

  Thank you

  Customer response

  02/12/2024

   
  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 as long as they truly refund the money. Otherwise I will be opening another complaint. Thanks.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was billed $634.65 (autopay) for an annual subscription on Jan 5, this is 37% higher than last year. I called to cancel only to be told I would not receive any refund. I was further told I was sent information regarding the cancellation policy on Jan 3, I have no record of receiving such a notification. I was not given any resource to contact to discuss this situation, but I note you have received similar complaints and acceptable resolutions were obtained. I do not believe this to be an acceptable business practice so would appreciate your assistance in finding a resolution. It is especially noteworthy that substantial discounts to this rate are available to first time subscribers, I have been a supporter of the N&O for more than 20 years so am profoundly disappointed to be treated in this manner with no appeal being afforded.

  Business response

  01/24/2024

  Thank you for your message to ******** and Observer. All of our rates for all subscribers are subject to increase.  We have to let our customers know 30 days in advance of any rate increase on their account. I have looked at ***************************** account and show we emailed a notification out to the email address associated with the account the week of November 20, 2023 that the price would be increasing on the next renewal. All of our terms of service are listed on page 2A of the newspaper on a daily basis regarding our cancellation and no refund policy. We are still showing the account is active. As of today, the account has been cancelled and we have honored the refund request in the amount of $634.65.  If  you have any questions, feel free to contact us at ************  Thank you,
  
  

  Customer response

  01/25/2024

   
  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.

  I wish to note I am a strong supporter of the press and believe it to be critical to our democracy. My complaint was about what I perceive to be an unfair business practice which the N&O has seen the need to address. I appreciate their willingness to rectify the situation.
  
  Sincerely,
  
  *****************************

  Customer response

  02/12/2024

   
  Complaint: 21193481
  
  This is a continuation of the previous complaint ID *********. After receiving a full refund on 26 January the next day a new charge for $634.65 was posted to my credit card. I called when I realized this (4-5 days later after reviewing my credit card statement) and demanded they reverse this charge as I had closed my account as detailed in the response to the referenced complaint. After some time on hold I was told a refund would be forthcoming. I have called twice since and been told this was still in process. On 07 February a refund of $300.03 was posted. I called today and was told that I had agreed to a reduced price that had been offered at the time of my initial contact which was not accurate, this had been offered but I refused as I wanted to cancel my subscription. When I repeatedly told the representative about this (then as now) I was told that no refund would be made due to their policy. As you have helped me in this matter previously I ask if you would do so again as it seems I have no other recourse. I was appreciative of your successful efforts and very disappointed in the handling of this matter by the News and Observer.
  
  Sincerely,
  
  *****************************

  Business response

  02/12/2024

  We have looked at ***************************** account. Before the cancellation took affect on January 28, ****. Our **************** Team followed up with customer by a phone call effective on January 25, ****  and offered the lowest promotional offer we could offer at this time and show this price was accepted. We offered a partial refund in the amount of $300.03 on 2/7/**** to honor the new rate for 52 weeks. As of today per customers request, we will fully honor the request to cancel and request another refund in the amount of $334.62.  If you have any questions, feel free to contact our **************** Department at ************. Thank you

  Customer response

  02/13/2024

   
  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. It is important to note that calling their contact number did not allow for this resolution despite several attempts on my part. While I regret having had to contact the BBB to make my case I appreciate your efforts on my behalf in achieving this satisfactory resolution.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a one year subscription (account # ********* and decided not to renew after the subscription ****** ended. The day the subscription ****** ended, I was not able to get into my account, the e-edition was cancelled, and the Sunday paper was not delivered anymore... I assumed everything is in order and the subscription is cancelled. I was never informed that there is a grace ****** (not when I signed up for the subscription, nor when the subscription ended) and I did not receive any services during that time from News and Observer. On Jan 3, **** I got a collection notice from A.R.M. (#*********) about a debt ($49.56) that I owe to the News and Observer. I replied to the debt collector and disputed the charges.I also emailed News and Observer a couple of times, but only received a confusing email (other emails, communications, questions were just ignored), in which I was told that consent is a condition of purchase, etc., about the grace ******, and that they recommend that 'I get in touch with ARM ***************** to process the payment or their customer service to resolve my situation and avoid further complications.' ( I never received an answer what the complications would be that they were threatening me with)Reading through the complaints on the BBB website this seems to be a recurring tactic the News and Observer used with subscribers: making it as confusing and difficult as possible to cancel - force a grace ****** (that subscribers are not aware/made aware off when signing up for a subscription and during which I did not receive and services from them) and then simply send the information to a collection agency without sending billing emails, calls, etc to alert the ********************************* like the News and Observer are important and I was ready to subscribe again give support - but these kind of tactics from a "community news paper" are appalling.

  Business response

  01/24/2024

  Thank you for your message to the News & Observer. Our records show your account expired on 10/22/23. Since the News & Observer does not stop subscriptions automatically, the account continued into a grace ******* It was stopped on 11/19/23. There was a renewal notice mailed on 10/26/23 and a second renewal was sent on 11/1/23. All notices and terms of service state the delivery will continue unless the News & Observer is notified otherwise. We are sorry to hear you decided to cancel the subscription. At this time, the account has been cleared and shows a zero balance. This has also been cleared with ARM Solutions.

  Please notes, ARM Solutions is a non-reporting collection company. You will not see this on any credit report.

  Please feel free to contact us at ************ or ******************************************** if you have any further questions or concerns.

  Thank you

  Customer response

  01/25/2024

   
  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

  12/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The News and Observer canceled our physical paper and switched ** to digital only in ********************** **. We were not notified and have already paid for the physical paper, which costs much more than a digital subscription. We asked for cancelling the subscription and a refund. They notified their carriers of their termination on Christmas Eve.

  Business response

  12/29/2023

  Thank you for contacting the News & Observer. If you can please provide the complete address for the account. Our Specialist was unable to find the account in question. Once we receive the complete information we will be able to look at the account and work to resolve the issue.

  Customer response

  12/29/2023

   
  Complaint: 21068036
  
  I am rejecting this response because:

  The paper asked for more info. The delivery address was ************************************************************************************ and the account number was ********.
  
  Sincerely,
  
  *********************

  Business response

  12/30/2023

  Thank you for contacting the News & Observer. The account for ************************* was converted to a digital only subscription effective 12/25/2023 a notice was sent out ************************************************************* regular mail to notify subscribers of the upcoming change. An editior announcement of the changes is published in the paper as well. You can view our Terms of Service on our homepage regarding the cancellation policy and change to digital disclaimer. At this time since you prepaid for 52 weeks of service and the amount changed due to the change to digital we can process a refund for the difference in price. the amount would be $171.70. Your request for cancellation would take place on your renewal date of 10/7/2024. If you have any questions please contact our customer service department at ************. 

  Customer response

  01/02/2024

   
  Complaint: 21068036
  
  I am rejecting this response because:

  If there was communication about this change via email I didn't receive it, nor was a regular letter delivered. The paper carrier wasn't even aware before December 24th.

  We have 2 accounts with the paper - ******** and ********. ******** is in **********************, **. It exists for physical delivery of a paper. ******** is also for a physical paper, but in ******* **. If we cannot get the physical paper in ********************** with account ******** there is no reason for a digital only access via this account. We already have that with******** in *******.

  I would like a cancellation as of now and a complete refund for the balance of account ********. Not an extension of digital access until renewal 10-7-24. I am already paying for that with account ********.
  
  Sincerely,
  
  *********************

  Business response

  01/04/2024

  Thank you for contacting the News & Observer. The account for ************************* has been stopped effective immediately. The balance of $524.33 that is remaining on the account will be refunded to the credit card on file. When you subscribe to have 2 accounts the Terms of Service do apply to each of them individually. The address *************** was no longer going to have a print copy available so it was changed to digital only. An exception to the Terms of Service was made to process the balance back to your card. Please allow **** business days to receive the refund back to the credit card on file. If you have any questions please contact the customer service department at ***********.

  Customer response

  01/09/2024

   
  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.

  I would have appreciated an apology for making me jump through hoops to do what a good business should have done in the first place.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had a subscription for the ******* "News and Observer" newspaper using a Groupon discount. At the end of the subscription, we called the paper to renew. However, we were told that we could not do so for a similarly discounted rate. We instructed the paper what we would therefore not be renewing the paper (November 2023). We have just received a bill for $49. We attempted to reach customer service multiple times using their phone and texting services. After a week, we have not received any reply. We called on 12/26 and reached customer *********** call: "*****" was extremely rude and refused to escalate my call to a supervisor to resolve the issue 2nd call: the call with ********* continued to drop out 3rd call: (7:35 a.m.) "*****" answered again; this time he did transfer to a supervisor "******" (the "supervisor") stated that I needed the "cancellation code" that was given to us upon cancellation. When I stated that no code was given, the supervisor stated that it was impossible (although no code was provided) and refused to adjust the bill. Secondarily, we complained about the treatment received from "*****". "******" stated they were already aware of the concern and that a complaint would be filed against "*****" and that a copy of the complaint would be emailed to **** don't believe this was resolved fairly nor in the spirit of what I was told when I called to cancel. We were unfairly billed for services we did not request nor did we approve. Thank you.

  Business response

  12/27/2023

  Thank you for your message to ******** and Observer. We do apologize on the experience that *********************** has had with contacting our *************************** to cancel the subscription.  A one time Introductory rate is offered to new subscribers to allow them the opportunity to try the service and help them see the value of the product at a given term. The rate will step-up after the introductory offer expires. All of our rates are subject to increase. The amount due on the account is for service from September 3, 2023 to November 11, 2023 and the account was officially cancelled on November 12, 2023. As of today, Wednesday, December 27, 2023 we have put account to a $0.00 balance owed. If you have any questions, feel free to contact us at ************. Thank you
  
  

  Customer response

  01/11/2024

   
  Complaint: 21060463
  
  6137655601A2B

  
  

  We have received a collections notice today and were not aware of it prior to the 5 days of response time you asked for. 

  We contacted the collections agency and have been told that we have to supply proof that the debt in question was waived.

  I dont think this should have been sent to collections and I dont think it should be up to us to fix this.

  
  

  Complaint ID: ********

  Business response

  01/11/2024

  We have checked the customer's account and the past due balance was cleared with the News and Observer on 12/27/23.  

  We apologize that ARM Solutions was not notified to clear this balance also and have taken care of this immediately with them.

  Please disregard any notices from ARM Solutions. 

  Also, ARM Solutions is a non-reporting collection company and this will not appear on any credit report.

  Thank you,

  The News and Observer

   

   

  Customer response

  01/11/2024

   
  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

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account #: ******** On 9/**, I emailed ******************************************** requesting clarification on account regarding the 'expire date' cited of 9/29. Reply received September 13. Subsequent inquiries to the same email requesting to cancel my account on 9/13, 9/18, 9/23, and 10/14 received no reply.I called the phone line ***************) on 10/7, 10/9, & 10/14 & also attempted to use the text message system. Results: disconnected, out of hours, & faulty text message system. A call on 10/20 was answered by ****. Upon my request for cancellation, the agent disconnected the call. I called back again & received confirmation that the account was cancelled after having to listen to a 10+ minute sales pitch despite my request to cancel.I later received two sales calls requesting I start my service with them again. Both were declined. 10/31: Received an automated email from N&O (originally routed to my spam/promotions folder) stating that my subscription was renewed (which I did not request or authorize). There were no subsequent communications from News and Observer. 12/5: Received a call from collections agency ARM Solutions citing non-payment of $17.18. The agency declined to share details regarding the collection details. The agent said she would email/mail details within 7 days. I have received no correspondence since from N&O or ARM Solutions. ****** account number provided: ***************** Resolution: Immediate removal of my account from collections with ARM Solutions. An official acknowledgment from ******************************* that my account was indeed cancelled. Any related fees, charges, or penalties incurred due to the collections process be waived or reversed.I believe that my situation reflects a clear violation of fair business practices and an unjust attempt by ******************************* to collect on an account that has been rightfully cancelled. Moving to severely impact a consumers credit report with no cause and no outreach is unethical and predatory.

  Business response

  12/27/2023

  Thank you for your message to ******** and Observer. We have looked at the account for ***************************, and are very sorry for the frustration that this has caused for the customer with numerous attempts to try to cancel the subscription effective on the expiration date September 29, 2023. The account was officially cancelled effective on October 22, 2023. We received information on October 26, 2023 that customer disputed the payment that posted on September 29, 2023 with the credit card company, this caused a balance owed on the account in the amount of $17.18. However, as of today, Wednesday, December 27, 2023 we have cleared the account to a $0.00 balance owed, closed the account with ARM, and customers credit will not be affected. If you have any questions, please contact us at ************. Thank you
  
  

  Customer response

  12/28/2023

   
  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

  12/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 20, 2023 we reached out to the News and Observer to renew the daily newspaper delivery subscription our office has held in the previous years. We paid $472.36 for a daily delivery of the newspaper. From the very first day we ran in to issues. I was told a copy of the receipt for corporate expenditure purposes would be sent to my email. I had to reach out multiple times - via email and phone calls before receiving a copy of the subscription payment email. Since 11/20/2023 we have had not a single newspaper delivered. I placed multiple phone calls to customer service and even went so far to leave a complaint in the customer service feedback comment form on their website. When I called today on 12/18/2023 to cancel the subscription and ask for a full refund - I was told the subscription was "non-refundable" and that they had "never received a complaint of the newspaper not being delivered." In addition, I was informed that the subscription was not for a daily delivery, but for one delivery every Sunday. This is blatantly false. The customer service rep also told me I should have sent more complaints via my online account portal. However, that portal on the N&O website does not work. The website does not load and just spins without ever loading or redirecting. They also had my email address incorrectly written after I had called twice to have that corrected when trying to obtain a receipt. I feel that this has been a completely fraudulent transaction from the very beginning and am still unsatisfied with the "resolution" offered of dropping the physical newspaper delivery and receiving a partial refund to keep a 'Digital Only' subscription when I wanted NO subscription and a full refund for goods never received.

  Business response

  12/19/2023

  Thank you for your message to ******** and Observer. We do apologize that ********************* has had to contact the *************************** multiple times. I have looked at the account and there was a renewal payment posted on the account effective on November 20, 2023 for 52 weeks. There was a start on the subcription effective on November 26, 2023, was set up for a Sunday newspaper to be delivered, which included 7 day online access. As of today the account is still showing in the active status. Email address was corrected effective on December 1, 2023 and a payment receipt was emailed to customer. We do value ********************* as a subscriber and would like to keep customers readership to ******** and Observer, we can certainly get this resolved to ensure the delivery will be started for Sunday to Friday effective on Thursday, December 21, 2023. We hope that ********************* will consider giving us one more chance to resolve the issue on the account before considering in cancelling the subscription. We will follow up with the customer on December 21, 2023 to ensure the delivery has resumed. If you have any questions, please contact us at ************. Thank you
  
  

  Customer response

  12/20/2023

   
  Complaint: 21025231
  
  I am rejecting this response because the original renewal was not for Sunday delivery with 7 days online, but for print copy Monday-Friday which was the original subscription I was renewing for the office. I want to cancel all subscriptions and receive a refund. **************** has been non-responsive and continues to say steps have been taking to correct issues when they have not. My last phone call to News and Observer had ******* look up our account and my email address was still incorrect, and my name was incorrect - they had my name as **** not ***** in the email contact listed and on the account. We are done with trying to work with this company and we do not want to continue forward. We want a full refund.
  
  Sincerely,
  
  *********************

  Business response

  12/20/2023

  Thank you for your message to ******** and Observer. We understand the frustration that this has caused and for the experience ********************* had with trying to update email address on account and get the delivery schedule straightened out by the calls to our **************************** At this time I have honored customers requests for the cancellation and to proceed with a full refund. Thank you.

*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. ↩