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:10/05/2024

  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.

  On February 15th, I noticed a automatic payment of $179.99 was pending from the Omaha World Herald for a 6 month subscription. I immediately called to have this not happen. They said the money would be taken out but we would be refunded in 6-8 weeks. That is now 233 days ago. We contacted again on May 3rd for this refund. They said it would be processed. I contacted again on June 19th. I contacted again on July 8th. Each time, a representative said our refund would be processed and mailed within 6 weeks. We have never gotten our refund. We asked them to verify where they are mailing the check and no one acknowledges where the checks are going. On July 8th, they said the refund was processed 5/5/24. If this is the case, where is the money? I contacted again on August 25th, they said the refund was processed on 7/8/24. Still no check. Every time, they say they are escalating the issue. Still no refund. They said each check takes 6 weeks. Why does this time frame start over with each inquiry? We are out 233 days since I asked for a refund. On August 27th, they said they would expedite the refund. Still no money. Where is our refund? How can we force them to pay us back when they have just not done it since February 15th? I have the entire email chain.

  

  Business Response

  Date: 10/11/2024

  We reached out to our finance team to have this refund be included in the refund batch for yesterday (10/10/24).  However, there was an error made in how the refund was processed. We are working with the finance team to see how this can be rectified quickly and have the refund check to be mailed out asap.

   

  Please allow a time frame of 6 – 8 weeks once the refund is mailed.

  

  Business Response

  Date: 10/28/2024

  We are glad that we were finally able to get this resolved for him. 

   

  Customer Answer

  Date: 10/28/2024

   
  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

  Date:08/27/2024

  Type:Product 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.

  Newspaper makes it impossible to cancel subscription. They do not let you cancel online Everytime I call,I'm put on hold. When someone picks us - they keep trying to upsell me with a better rate. When I refuse ans ask for a cancellation - they put me on hold and never come bac

  

  Business Response

  Date: 08/28/2024

  *** ********* account was stopped August 27, 2024 when he called into the call center. He stated during the call that he had been trying to cancel since May, therefore we have requested a refund for the last 4 charges of $31.99 back, total $127.96. The refund will be sent as a check to the address on file, which is the same as on the complaint. Please provide a timeframe 4-6 weeks to receive it.

   

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

• Initial Complaint

  Date:05/07/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/06/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 05/09/2024

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

• Initial Complaint

  Date:04/02/2024

  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.

  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

  Date: 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

  Date:03/21/2024

  Type:Service or Repair 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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/11/2024

  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.

  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

  Date: 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

  Date:02/27/2024

  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 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 Answer

  Date: 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

  Date:02/14/2024

  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.

  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

  Date: 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

  Date:02/06/2024

  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.

  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

  Date: 02/08/2024

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

  Customer Answer

  Date: 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

  Date: 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,

  *****