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:02/25/2025

  Type:Billing 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.

  Have attempted over the last 3 mos to Cancel my e-mail subscription ( acct * ***** ) due to the following : Unable to access subscription or change password, price increase w/o notice from $4.99 to $16.99 to $26.99 for Feb 2025. Finally spoke to someone today at call center & told could not fix issues “until LJS system repaired but did not know when that would be “.Interesting the billing system is still working !! Previously had left messages but no call back. I have contacted my Credit Card to Stop all charges from LJS but would need LJS to refund the monthly charge. They suggested I contact LJS at ************** / *************** which is the contact info I have been using.. I have been a long-time customer but will NEVER subscribe again. I will accept a refund of $26.99 Feb 2025 although was never informed of the $16.99 monthly increase when it occurred ! I want to be place on the Do Not Contact for LJS after this is resolved.

  

  Business Response

  Date: 03/03/2025

  For this complaint: 

  • We've terminated the account
  • We've processed the requested refund for $26.99
  • Her phone number has been removed from all marketing and Retention efforts
  • Her phone number has been placed on our DNC call list, as well as marked it as DNC on the account
  • Her email address has been placed on our DNC call list, as well as marked as DNC on her account
  • We have requested for all mail correspondence to be stopped as well

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

• Initial Complaint

  Date:08/28/2024

  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.

  I signed up for 6 months for $1 deal online on March 2. Six months from March 2 is September 2. I was charged $14.99/month on August 24 but didn't notice until the 27th at which time my spouse called the 877 number to cancel. I found nowhere online to cancel the subscriptions and it took multiple transfers to have someone provide a confirmation number for the cancellation but they said they could not provide a refund. The customer service was atrocious as my spouse dealt with one agent who kept trying to sell the subscription for different prices instead of following instructions to cancel. The Journal Star practices feel deceitful and onerous. I did not receive the promised email confirming cancelation and this morning received another digital version of this paper that I do not want.

  

  Business Response

  Date: 09/09/2024

  *** ************** signed up for the 26 week digital only special of $1 for 26 weeks which auto renews to $14.99/month.  Our terms do indicate that customers must notify us at least 21 days in advance of the renewal date if they wish to cancel.  The terms also indicate that payments are charged up to 14 days in advance of the renewal date. We have canceled the subscription and refund her credit card $14.99.

   

  Customer Answer

  Date: 09/09/2024

  
  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. It would be useful to have the terms clearly in the email confirming the start of the subscription. The small print just said "*Your subscription will continue for the length of the term you selected on your plan and will automatically renew until and unless you affirmatively cancel your subscription. You can cancel at any time. For more information, see our Terms of Use and Privacy Policy, including our Auto-Renewal, Cancellation and Refund Policy." Putting the requirement for cancellation would be useful.

  Much appreciate the speedy resolution.
  
  Sincerely,
  
  ****** **************

• Initial Complaint

  Date:02/22/2024

  Type:Customer Service 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.

  Signed up for 6 months for $1 deal online. Started to get charged $10.99/month. Unable to cancel the subscription online. It requires I call an 800 number. No one ever answers the phone to actually be able to cancel the service. I've been charged 10.99 for 2 months now and still haven't been able to cancel it.

  

  Business Response

  Date: 02/22/2024

  We are very sorry for any frustrations caused by not being able to reach our call center to cancel your digital subscription to the Lincoln Journal Star.  I have cancelled your digital subscription and am refunding the two charges of $10.99 each back to your credit card.

  Please let me know if I can be of any further assistance.

  Thank you,

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

  Consumer Relations Manager

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

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

• Initial Complaint

  Date:01/25/2024

  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.

  We have subscribed to the Lincoln Journal Star for nearly all our married life which is 47 years and have not had a major delivery problem in all that time until the past several years. When we renewed our subscription 10/24/2022 I sent a letter to them stating we had not gotten our newspaper on time 23 times. The year before that it was 15 times. It has gotten much worse this past year and I have called customer service there numerous times (I have all those dates documented as well as all the newspaper dates not delivered on time). On 8/7/2023 I called them and gave 16 specific dates the paper was not delivered on time since 7/1/2023. Since then I have called them on an almost weekly basis informing them of all the papers delivered late - we have received only 2 papers on the correct date - those dates were 9/26/2023 and 11/24/2023. I have visited with our USPS postmaster here in Brainard numerous times and she tells me the paper is not getting delivered to our post office therefore they cannot deliver it. We are not the only customers having this problem. Each time I call the Lincoln Journal Star I talk to a nice person and I am told they are escalating the problem. I last called them today - haven't gotten the last 3 days' papers at all. Today when I called I also told the gentleman I was probably going to report the problem to the Better Business Bureau and was told he had escalated my complaint to management. They have been extending our subscription for the days delivered late, but sometimes I have to be persistent to get that. We just want our paper delivered on time. Please help.

  

  Business Response

  Date: 01/25/2024

  I called customer and explained that we are unable to guarantee same day mail delivery through the USPS.  Their newspaper goes directly to the Omaha Post Office each night and from there the delivery is 100% in their hands.  The USPS will not guarantee same day delivery for any of our newspapers so we are unable to guarantee same day delivery.  The customer chose to switch their subscription over to a digital only subscription and with all the credit in their account their digital subscription is paid through 1/25/25.  Customer has my direct contact information if they need any further assistance with their subscription.

  Thank you,

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

  Regional Consumer Relations Manager

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

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

  Customer Answer

  Date: 01/26/2024

   
  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 don't like that we can't get our printed newspaper on time but it is out of the Lincoln Journal's hands - only the USPS could fix the problem and that does not seem likely.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/27/2023

  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.

  We have subscribed to the Lincoln journal star for many years. We like getting the morning paper. The last year or more our paper is late or is not delivered at all. Then I call LJS and sometimes receive it later in the day. Lately when I call the automated voice refers me to customer service as they can see I’ve had numerous delivery problems. Unfortunately, the person in customer service does not speak. Good English. I have difficulty understanding them at all. We did not receive a paper Wednesday or Thursday, February 22 and 23. I called on the 22nd and after difficulty understanding the customer service person was told we would receive the paper that day. We did not, nor did we save one on the 23rd. I called again, and again difficulty understanding the customer service rep but after some time was told by paper would not be delivered for nonpayment. First I had heard this. Sometime ago I received a letter from LJR that they had an invalid card number. This was true. I had lost my credit card and received a new one. I gave a man on the phone a new credit card number. I thought all was well. Don’t you call or communicate once there is a payment problem? I had no idea. At this point, I have no idea if my new credit card number I gave, man in customer service has been accepted and I will get a paper or not. I’ve been very disappointed with customer service. Before when I didn’t get a paper I would call and it would be a matter of seconds on the phone and they would bring the paper later. Now they transfer me to customer service. A person that does not speak. Good English and I’m on the phone for a long time. Lately, with no results at all. I would really appreciate hearing from the Lincoln journal star, from a person that speaks understandable English so I know what’s going to be happening. I suppose we could get the ***** ***** ****** and see if that works better.

  

  Business Response

  Date: 03/22/2023

  I'm very sorry for the delay in getting back to you and for the poor service you’ve been receiving and that your subscription stopped back on 2/22/23 due to non-payment.  The contracted carrier we had on your route left on 1/3/23 and we are still searching for a new contracted carrier.  You should still get the paper every day and by 7:30am unless there are unforeseen issues that come up.  Until we find a new contracted carrier we have substitute carriers covering your route.  This can cause later than normal deliveries because the substitute carriers are delivering their own contracted routes prior to delivering your route.  Once we get a new contracted carrier for your route your delivery times should improve. I am sending your information to the home delivery manager to see if there’s a possibility of changing up the order of your route so your house is delivered to sooner.  I’ll also make sure they look into the missed deliveries because that should not be happening.
  

  I’m also sorry your credit card number wasn’t updated when you spoke to a customer care agent back in February.  I’ll have the call center management team find that call and pull the agent you spoke with.  Since that agent didn’t update your account it moved to pay-by-mail and our system automatically stopped your account since the letter/invoice was already sent out in early February.  Again, I’m very sorry that happened.
  I appreciate you letting us know about the poor English of the call center agents you spoke with.  I will make sure the call center management team pulls all your calls because agents should be able to speak clearly with good English.  If they don’t they need to be removed from taking calls for us.  We do have a few staff in the ******* office that can assist you should you need any future assistance with your subscription.  The best way to contact us is via email at **************************.  If you’re missed or don’t have the paper on time you can email us any time between 8am and 10am 7-days a week and we will get right back to you and make sure you get a paper redelivered.  If you have billing questions you can email us anytime between 8am and 5pm 7-days a week and we will get back to you ASAP.  You can also call us at ************ Monday thru Friday 8am -4:45pm but if we’re on the phone you may have to leave a voicemail message.  We might not get to your voicemail in time for paper redelivery so email is best for missed papers.  Our redelivery cut-off time is 10am which is why it’s best to email us prior to 10am.
  

  Due to all the poor service you received I have extended your subscription one month so you will not see anything come out of your checking account in April.  Your next payment won’t come out until around May 19th and it will be right around the 19th of the month going forward.
  
  Please let me know if you have any questions or if I can be of any further assistance.
  
  Thank you,
  
  Theresa *******
  Regional Circulation Consumer Relations Manager
  ************
  ************************
  Lincoln Journal Star · Beatrice Daily Sun
  Columbus Telegram · Fremont Tribune
  Sioux City Journal

• Initial Complaint

  Date:02/23/2023

  Type:Customer Service 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 want to cancel my subscription to the Lincoln Journal Star, and the process to do so egregiously violates the FTC's Negative Option policy about "Click to Subscribe/Call to Cancel." My previous address was **** ** **** ******* *** ****** ******* *****, for accuracy and account verification, but I have since moved. I received a letter stating I would have a new renewal period starting on February 27, 2023, at $****. This isn't a price I will pay, so I wanted to cancel. I was told to do so in a letter, claiming I needed to do it within 21 days of that renewal date, while at the same time, they take the liberty of charging you the renewal date price up to 14 days in advance. They took the money 13 days before the renewal date while I still was in my time to cancel the subscription. The "cancel sub" photo shows what you are told; just contact customer service. Yet, no customer service number is given. You have to go to the contact page to get that information. I started the process of trying to cancel when I saw the $**** taken out of my account on February 13. It has now been 10 days, and I cannot get someone to answer the subscription line (which I shouldn't have to use in the first place, per FTC) after several 15-minute hold periods. In addition, when you go to the privacy terms on the website, it tells you that you can cancel at any time (which you can't since nobody will answer the only phone line where it's possible to do so), and yet, you can't without payments and penalties (see catch 22). Better yet? I've written this entire complaint while sitting on hold and getting ad after ad on the phone service about how great their service is. The more the recorded voice tells me, "you can manage your subscription completely online," the angrier I get at the deceptive practices of a business that is supposed to be rooted in integrity and transparency.

  

  Business Response

  Date: 03/10/2023

  I am very sorry for the delay and for all the frustrations caused when trying to cancel your digital subscription.  I have cancelled your digital subscription to the Lincoln Journal Star and am refunding the $**** payment back to your credit card.  You should see it post to your credit card within the next 15 business days.  Our corporate office is in the process of updating all *** ********* websites to enable the ability for customers to cancel their subscription online.  Until that happens I will make sure they update the page by including a link you can click on that will send your cancellation request to our local team via email so we can take care of the cancelation.  Again, I'm very sorry for all the frustrations we caused.

  Sincerely,

   

  Theresa *******

  Regional Consumer Relations Manager

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

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

   

  Customer Answer

  Date: 03/10/2023

  
  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.

  I also appreciate the dedication to action being taken to make this happen. This is not the first experience I've had with trying to cancel newspaper subscriptions. * ** * ********** ** I very much realize the importance of local news and the budget issues that are crippling the free press. * ***** ********** ********** ***** ** **** ** ******* *** ********* *** ****** ********** **** *** *********** *** ******** ****** *** *************** ** *** *********** ******* ** **** ** **** **** *** *** **** ** ******* ***** ******** ************ ** ** *** ******* * **** ************** ***** ** *** ********* ** *** ************ ******* ** **** ********** ***** ** * ********* ** ** **** ********* *** *** ********** ********* ** * ****** ** ***** ** * *** ** ******* **** ************* **** **** ************* ** ***** ** ***** **** ** **** ************* ** *** **** **** 

  Sincerely,
  
  Jennifer *****

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service 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 recently received a call from the Lincoln Journal Star to begin a subscription and have the paper delivered. We have yet to see a paper and I have emailed the subscription department and have not received a response. I need to ensure the call was not a scam but cannot get a response from the subscription department.

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 8, 2022/09/07) */ I contacted Eva on 8/26/22 apologizing for the delay in getting their subscription started and also let her know the sale was legitimate. She also contacted the call center prior to my contact and they gave her misinformation so I notified their management team and they did additional training with that agent. The customer's delivery started on 8/27/22 and the sale amount she was offered of $*** was charged to her credit card and their subscription is good through 8/25/23. Thank you, Theresa ******* Consumer Services Manager ************ ************************

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service 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 signed up for a digital subscription with the Lincoln Journal Star. When I tried to cancel the service I noticed that there is no way to do so from their website. They force you to call a customer service number instead. When I called the customer service number I was on hold for two hours. I was given an option from their automated system (I was never able to speak to a human representative) to provide a callback number with the promise that they would call me back when they were able to. I left my number with the automated system. They never contacted me. I sent several messages to their ************* asking for help cancelling my subscription. I received only an automated response telling me to call the customer support number or email their customer support. I emailed their customer support and never received a response. Cancelling a recurring digital subscription should be an easy process, and they should have a system on their website where customers can cancel on their own, without needing to go through a seemingly nonexistent customer support call center. All I want is for this subscription to be cancelled. They have made the process impossible. I have only seen something like this on scam websites and it is unacceptable.

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 10, 2022/09/07) */ I contacted customer via email on 8/19/22 and cancelled the digital subscription so there will be no further charges to the credit card. I'm very sorry for the difficulty in reaching the customer service call center and completely understand the frustrations this caused. We switched over to a new call center last Friday and customers are able to get through without long hold times. *************** is also in the process of getting the cancelation option on the website functional so it won't be necessary to call the call center. This has to be completed for all *** Newspapers so I don't have an ETA but they are working on it. Please let me know if I can be of any further assistance. Thank yuu, Theresa ******* Consumer Relations Manager Lincoln Journal Star ************ ************************

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service 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 not get a newspaper again today. This is a continuing problem. I have a daily subscription to the Lincoln Journal Star. I'm not getting the product I paid for; their customer service is non-existent, and they make it impossible to call in and have a paper delivered when you do not get one. The automated system just runs you in circles and never gives you the option to have a paper delivered You cannot call in and talk to someone in the office.

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 10, 2022/09/07) */ I'm very sorry for the missed paper and poor customer service you received. I have extended your subscription one month due to the frustrations. We currently have a substitute carrier covering your route until we're able to contract a new carrier. This could potentially cause some delilvery delays but you should still receive the paper every day and by 7:30am unless there are other factors that cause a delay. We also have a new call center that started last Friday and you should be able to get through to them without long hold times. The number is the same, **************. You can also call me at ************ Mon-Fri 8am to 5pm or email our local office at **************************. Please let me know if I can be of any further assistance. Thank you, Theresa ******* Consumer Services Manager Lincoln Journal Star ************************