ComplaintsforOmaha World-Herald Company

• Initial Complaint

  05/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Every 3-6 months I have to call because you increase my rate. Every time, they tell me the rate of 4.99 is going to stay regardless of a rate increase and I won't have to worry. The last time I called, the gal gave me 3 months free and assured me it would not go up to the high price of $10+. It would stay at $4.99. Well, again, that is not true... 3rd time I've been told the special rate will stay and it didn't. I was charged the $15.99 in April, but also received an email that I would receive 6 months free. I thought... fine, I'll pay the $15.99 if I'm getting 6 months free. But today, May 6th, I was charged the $15.99 again. I forwarded the email to OWH and they have told me they cannot refund my money, but cancelled my account as June 7th. They are not even addressing the email they sent me for 6 months free. This is a scam that they are putting on with raising rates with NO communication and then saying they cannot refund anything because it's a digital subscription. I never authorized, nor signed, nor received communication about this increase. I am happy to pay for a subscription, but their continuously increasing the dollar amount without communication and then giving me 6 months free, but charging me. Poor business practice!

  

  Business response

  05/09/2024

  We left a message for *** ****** informing her that her account has been stopped and a refund will process back to her credit card in 7 – 10 business days.

  Customer response

  05/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that they have refunded me for the last two months. I will stand by my complaint regarding their increase in monthly payments with no communication to the customer. I looked back at my payments the last two years and the first time I called to complain, it was because they had doubled my subscription price. No email, no communication whatsoever that they were increasing my subscription. In addition, they sent an email thanking me for taking advantage of six month free subscription and then do not stand by what they present. Very poor business practice. 

  We would have liked to stay a customer and work something out. But, after being told my subscription would be a set price and never go up (told this at least twice), they have proven that they only say that to get a sale. 

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Omaha World Herald is trying to charge me 130.00 for a 13 week subscription to the Sunday only paper witch breaks down to 10.00 a paper witch is more than double the cover price of 4.00 and they also want to charge me a 4.99 fee to have a renewal notice sent to my house. I have been told the price includes access to the online edition but I don't own a computer so that does me absolutely no good. I feel as though the Omaha World Herald is taking advantage of its regular subscribers especially those of us who are elderly and don't engage in modern technology. I have been a customer for over 30 years but now I will most likely cancel my subscription and have a family member pick up a paper for me or just do without. I am very disappointed at how I am being treated after being such a loyal customer for so many years.

  

  Business response

  05/07/2024

  *** ******* negotiated a reduced rate via our customer service department.

  Please reach out to me if you have any further questions.

  Thanks,

  *****

  Customer response

  05/07/2024

  The Omaha World Herald Customer Care Center and the paper itself make it virtually impossible to talk to anyone locally. I have never dealt with such a terrible Customer Care service in my entire life.

  

  Business response

  05/09/2024

  We spoke to *** ********* daughter. We provided her with the information if she needs anything going forward.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The paper carrier gave us a note that he was retiring as of October 2023. After that we did not recive a paper after that. I called each week after not getting a paper. It was very hard to reach a real person to answer the phone. When I reached a person they said that they credited my account and send a paper. That happened each week until December and at that time I called to CANCEL my subscription and I wanted a refund of what I had paid. They kept sending me bills and I finally talked to **** on March 11, 2024 and she was going to cancel my bill. It is now April 3 and I am still getting bills and they keep adding paper notice fees. I have tried to reach a REAL person and to no avail if I do--I get disconnected. I want this to go away. My bill for 2/14/2024 was 15.06; mu bill for 2/28/2024 is 26.98; and my bill for 3/27/2024 is 4.61. I would appreciate anything you can do for me. ***** ******

  

  Business response

  04/03/2024

  *** ******** previous home delivery subscription was stopped on 12/10/2023. A refund for the remaining balance and for non-delivered papers of $21.33 was issued to her credit card ending on 12/22/2023.
  
  *** ****** also had an online subscription that she started online on 7/20/2023 for a six-month special offer for $1.00.  In January 2024 the offer moved to the next step as described in the terms of the offer and her credit card was charged $10.99 for the month on 1/15/2024.  In February there was an issue with her payment and we were unable to process her automatic credit card payment.  This resulted in the bills *** *****y describes.  On 2/22/2024 *** ****** spoke with a retention rep that offered her a special for $1 and her balance due at that time was written off.  A bill was sent out that included the billing fee.
  
  On 3/12/2024 *** ******** account was stopped by one of our call center agents.  I have written off the remaining balance of $4.44 as of 4/3/2024.  If she would like to restart, she can reach out to me directly.
  
  Thank you,
  ***** 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Omaha World Herald is a newspaper in Omaha, Nebraska. I grew up in Lincoln and am a Husker football fan. The W.H. had a special where one could get their inside Husker sports stories for 6 months for a dollar. After 6 months the price goes up, now it’s $10.99 a month. I signed up about a year ago and all went well until the 6 months were up. It’s not possible to cancel your subscription online, they make you call and wait and it’s a hard process. Last summer I talked to 2 different reps who promised to cancel it, but never did. I finally found a number for a financial officer who stopped it. Then the W.H. emailed me another offer for 6 months for a dollar, so I took it. It was to expire in January 2024, after the football season was over. In the fine print, they said it automatically renews itself. In February I noticed they had withdrawn $10.99 and then realized they had also taken a payment January 30th. I got a number, I believe for the same officer I had talked to months earlier, and called him, but kept getting voicemail over and over. I left 2 messages. After about 10 days, I finally called the WH customer service number, and they told me they were in the process of cancelling my subscription. The next day I got a voice mail saying since they told 6+ months ago that my subscription automatically renewed itself unless cancelled, the wouldn’t refund my money. I don’t know about you, but I don’t remember everything that was said in conversations over 6 months ago. If they will close my account and refund the 2 month’s payments, I’ll be glad to not do business with them again.

  

  Business response

  03/22/2024

  *** ******** account is scheduled to stop.  I have moved that date up to tomorrow and requested a credit for $21.98.  Refunds are typically processed in 7 to 10 business days.

  As *** ****** notes, our terms of service reflect pricing at the time an offer is accepted.  

  

  Business response

  04/19/2024

  *** ****** - We attempted to refund these charges to your credit card on 3/29/2024 however the refund was rejected.  A refund in the form of a physical check was expedited and will be mailed to you this week.

  If you have any further issues please contact me at your convenience.

  Thanks,

  *****

  Customer response

  04/20/2024

   
  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

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see attached I am very frustrated with the Omaha World Herald on1ine edition. They advertise a special of $1 for six months, but then they don't deliver. It takes at least twenty minutes to get through there fouled up phone lines, then if you are lucky you get a foreigner that can't speak English. I finally got through one time and she got me connected, but it only lasted 24 hours, then I got cut off again. This is a real con. I then decip.ed I would write a letter. Of course they never replied. I then sent an email-­ and again they never replied. They offer nothing but poor service and if they treat everyone like they do me, they will have a lot less customers. Any advice would be greatly appreciated. I don't mind the $1, but it's the principle that counts. Other people must be getting ripped off also. Thanks

  

  Business response

  03/22/2024

  I apologize for the frustration that you have felt in the subscription and login process.

  I do show that your account was setup correctly and that daily email ePaper notifications are being sent and frequently clicked on to the email address provided.

  One of our specialists will reach out to ensure your issues are resolved.

  Thanks

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had subscribed to the Omaha World Herald for approximately 2 years. On December 27th, 2023 I was charged $263.88 on my American Express (without prior notification) for the coming year, and immediately called the Herald and cancelled the subscription. I was told my card would be refunded within 3 weeks. Since then I have contacted the Herald Customer Service on five occasions. Each time I was told to wait another specified period of time with no result. On 02/27/2024 I called and asked to speak to a supervisor, and was put on hold where I waited for one hour and ten minutes before I hung up. I would like my refund as soon as possible.

  Customer response

  03/04/2024

  Ref complaint# ********, I have received the payment due. Thank you very much for your assistance in this matter, excellent service and response!

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 15, 2023, I called to cancel my Omaha World Herald subscription. The woman on the phone talked me into a $4 monthly subscription for a year instead. I agreed to pay $4 per month for a digital subscription moving forward. Since then, I began receiving dozens of spam “we want you back” emails, so I assumed instead she just cancelled it altogether. Fine by me. Today I noticed that instead I have been charged: December: $29.99 January: $29.99 And now February: $34.99 Screenshot of the charges, the phone call, the phone number I was directed to call and the cancellation “come back” emails attached. I would like for these charges to stop and to be refunded $83.97. (The total I was charged, $94.97, minus the $12 I agreed to pay for the past three months.)

  

  Business response

  02/23/2024

  Ms. ******** reached out via email as well.

  There were duplicate accounts that caused conflicting actions/messaging.  I have stopped one account and a refund will be issued for the three previous months payments.  On the remaining account, the representative placed the correct pricing on the account and I have issued an additional 3 months credit on that account, extending the subscription further.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on 02/02/2024 I was charged $263.88 for a renewal of the policy. I was never told how much the renewal was going to be. I called to cancel the policy on 02/05/2024 and was told that they would send me an e-mail to show the refund and cancelation. I have not received any e-mail confirming that i had a conversation with them, not have I received an e-mail stating that they are going to issue a refund. Now I have to call them again and ask again to cancel

  

  Business response

  02/08/2024

  I spoke with *** ****** provided him an update on his refund, and shared my contact information with him.

  Customer response

  04/15/2024

  On 02/02/2024 we were charged $263.88 for an automatic renewal of World Herald e paper. That amount was a surprise to us and was never communicated in advance. We called on 02/06/2024 and canceled our subscription. We were contacted by a rep. from Omaha World Herald and he told us that we would get a refund in 8-10 days. It has been more than 2 months since then and they still have not issued us a refund.

  

  Business response

  04/15/2024

  I apologize that your refund has not generated yet.  Typically, the timeframe that you were given is correct.  I will reach out to our finance team and follow-up with you directly when I have more information on how we can expedite your refund.

  Thanks,

  *****

• Initial Complaint

  12/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  OWH is withdrawing $ from my checking account every month. (10.99 per month for the past 5 months) I have called and written them t9 stop, and they assure me they will, and then they don’t. I did not subscribe to this paper, I do not want this subscription and I have repeatedly tried to get them to stop unlawfully withdrawing funds from my account. I have no idea how they got access to my account, but they have been repeatedly notified and refuse to stop. Any assistance in this matter would be appreciated. I do not have a phone. Thank you HGH

  

  Business response

  01/05/2024

  *** ****** - I apologize, I've only been able to locate an account with 1 payment of $10.99 per month with the information you have provided.  I have stopped that account effective tomorrow and a refund will be issued 7 to 10 business days after it has stopped.

  If you have further documentation please send it to me at ***************

  Thanks,

  *****

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My mother ****** *********** * ***** *** ********* ** *****) passed away in July 2023. Prior to her passing, she paid the OWH for a full year's subscription. I am her daughter and executor of her estate. I called OWH the end of July to get a refund issued. They did send the refund (total amount of $282.69) in early August under my Dad's name (who has been gone 17 years, apparently my mother never changed the account to her name). I could not cash that refund check because it was under my Dad's name. I called OWH and explained what happened and they said to send the check back to which I did at the end of August 2023. They said they would issue another refund under my Mom's name. I never received anything. I have since contacted the OWH 5 times asking where the refund check is and they claim they never received the check back. I told them they must have lost it or something because I did send it back with a note, so cancel or stop payment on the initial refund and re-issue a new refund check made out to my Mother's name. After 5 attempts, they tell me the same thing, we have to check with the billing department and they have no update. Today, (11/30/23) I called again and every time I call I speak to someone new and have to start the entire process over. But today after I gave the agent all the info again I asked for Supervisor, she put me on hold for over 40 minutes and I finally hung up. The OWH customer service is the worst I have ever experienced from any company in my life. I just want the refund check made out in my Mother's name (again I am the executor) and sent to me. They have all my info, name and mailing address and still no refund after 5 months.

  

  Business response

  12/13/2023

  I apologize for the delay in this refund processing to you.

  I will ask our accounting team to investigate this and issue a new refund check as requested and will reach out with an ETA as soon as I hear back.

  Thanks,

  *****

  Customer response

  12/20/2023

   
  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 just received a check in the mail on 12/19/23 for the refund amount. I am good to close this complaint. 
  
  Sincerely,
  
  ****** *******

*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. ↩