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:07/27/2024

  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.

  I signed up for a digital newspaper service for .92 cents for a 6 month service in April of 2024. When I viewed my credit card statement in April the .92 cents was taken from my account and then they started charging me $7.99 per month. I called and cancelled and requested my money back, the next day they charged me another 7.85. My credit card reimbursed me the 7.99 for April and I requested a new card from my credit card company. I have made numerous phone calls and seacoast media group ensured me they would reimburse the money in 7 to 10 days. 3 weeks ago they reimbursed me $3.35. I called and they told me it was a mistake and that they would reimburse the rest. In the mean time they blocked my phone number, every time I called A message would play telling me I have been reimbursed and then the phone hangs up. I called using my husbands phone and got through, again they assured me they would reimburse the remainder of the money. Still nothing. I called again yesterday using my husbands phone and his number is now blocked. The same message plays; telling me I have been reimbursed and the phone hangs up. Yesterday I called using my landline from work and got through. Yesterday seacoast media group tells me they have reimbursed me all that they are going to and that was that. They still owe me money. It is more of the principle of this matter, why do they get away with this. They collect a few dollars here a few dollars there from me and others and get away with this. Please assist if possible, thank you.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  *************************** ******
  ****************
  ******************
  Daytime Phone: ***********
  E-mail: ****************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *********************** ****** and her eNewspaper subscription to the Portsmouth Herald.  We want to sincerely apologize for any frustration or inconvenience *************************** experienced. We do not block any customers numbers at anytime. We have reviewed ******************************* digital subscription account #**********. The subscription was started through our website 04/28/22 on a promotion of $22.00 for 24 months converting to $7.99 a month on 04/28/24 .
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  If a cancellation is requested, it is processed at the end of the current subscription term.
  
  On 04/26/24 *************************** was charged $.92 (charged under old rate) which paid the 04/26/24 to 05/26/24. On 05/27/24 she was charged $7.99 which paid 05/26/24 to 06/26/24. On 07/02/24 the payment was canceled therefore returning expiration date to 05/26/24. The system rebilled on 07/11/24 for monthly payment of $7.99 again paying her from 05/26/24 to 06/26/24.  Then on 07/12/24 the system billed $7.85 paying her from 06/26/24 to 07/26/24. As a one time courtesy a refund was processed on 07/16/24 for $3.35. 
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 08/03/2024

  Regarding blocked numbers, when I called the customer service line I received a message that "my account has been credited......." and I was not allowed an option to speak to a person the call disconnected once the message finished.  Today I called the same number and the call allowed me to transfer to customer service.  When I realized I could not get through to customer service I called using my husbands phone number and received the same message "my account has been credited....." and I was not allowed to speak to a customer service representative.  Today I tried callings again using his phone and the call was allowed to go through, go figure!  I have no record of the initial promotion that *** speaks of, according to them this took place 2 years ago.  When I saw a charge on my credit card for $7.99 on my credit card on 5/27/2024 I was concerned.  Upon further investigation I saw a charge of .92 cents made to my credit card on 4/26/2024.  I also called the 888 phone number and spoke with ***, when I realized what they were doing I cancelled the digital subscription.  On 7/12/2024 *** charged $7.99 and then charged $7.85 AFTER I called and cancelled the subscription.  I received NO notification from *** that they were taking this money, if it is true I signed up for a 2 year service for .92 cents then why did they charge another .92 cents on 4/26/2024?  *** also claims they do not block phone numbers, I beg to differ I was unable to contact them using my phone and my husbands phone.  Before I filed this complaint with BBB I called *** again from my work phone and got through to them!  This is when I was told that the $3.35 is the only refund I would receive and this is when I responded and said that this is not right and that I would file a complaint with BBB.  I filed the complaint and this is where we stand.

  In my opinion the business practices of *** and not above board, the whole phone thing and then taking money at their leisure.  I had to have a new credit card issued because of the *** charges as I had no idea what they were going to take next!

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 22052834
  
  I do not accept the business's response as a resolution to my complaint because:67951788361AB,  Regarding blocked numbers, when I called the customer service line I received a message that "my account has been credited......." and I was not allowed an option to speak to a person the call disconnected once the message finished.  Today I called the same number and the call allowed me to transfer to customer service.  When I realized I could not get through to customer service I called using my husbands phone number and received the same message "my account has been credited....." and I was not allowed to speak to a customer service representative. Today I tried callings again using his phone and the call was allowed to go through, go figure!  I have no record of the initial promotion that *** speaks of, according to them this took place 2 years ago.  When I saw a charge on my credit card for $7.99 on my credit card on 5/27/2024 I was concerned.  Upon further investigation I saw a charge of .92 cents made to my credit card on 4/26/2024.  I also called the 888 phone number and spoke with ***, when I realized what they were doing I cancelled the digital subscription.  On 7/12/2024 *** charged $7.99 and then charged $7.85 AFTER I called and cancelled the subscription.  I received NO notification from *** that they were taking this money, if it is true I signed up for a 2 year service for .92 cents then why did they charge another .92 cents on 4/26/2024?  *** also claims they do not block phone numbers, I beg to differ I was unable to contact them using my phone and my husbands phone. Before I file this complaint with BBB I called *** again from my work phone and got through to them!  This is when I was told that the $3.35 is the only refund I would receive and this is when I responded and said that this is not right and that I would file a complaint with BBB.  I filed the complaint and this is where we stand.  I am still requesting a refund.

  
  In my opinion the business practices of *** and not above board, the whole phone thing and then taking money at their leisure.  I had to have a new credit card issued because of the *** charges as I had no idea what they were going to take next!
  
  
  Sincerely,
  
  *************************** ******

  Customer Answer

  Date: 08/06/2024

  I added a response and more information to this case on Saturday August 3rd but have not received a confirmation from BBB that the communications had been received.  Did you review my response yet, did you receive notice that I responded?

• Initial Complaint

  Date:07/28/2023

  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.

  I unfortunately paid for a newsletter from Seacoast Media Group in July of 2022. I did not realize I would be charged $11.99 per month (even after my debit card expired). Somehow they illegally obtained my new debit card information. I asked to cancel my subscription in May of 2023. I sent them an email to cancel the subscription on 5/21/23. I will attach this email. I realized they were still billing me this month so I called the number provided and asked to cancel the subscription. Not only did they refuse to cancel my subscription, it seems as though they also signed me up for a new subscription. I can’t even afford the $11.99 they are already charging me. The woman I spoke with hung up on me when I questioned why they were having me agree to a new subscription. This company should be shut down. At least I have the ability to fight the charges. I feel bad for other people, such as the elderly, who cannot fight. I uploaded the email I sent to this company. I apologize but I could not get it all in one attachment so I sent 4 attachments. Anything you can do to help me with this issue would be greatly appreciated. I am not working at the moment due to an illness and I do not have extra money to be paying for a useless subscription. Thank you so much.

  Business Response

  Date: 08/08/2023

  August 8, 2023
  ******** ****** *** ***** ** ********* * ** *****
  
  Complaint#********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ****** and her eNewspaper subscription to the Portsmouth Herald.  Per her request her account will stop on her paid-through date of 8/11/23; billing and access will cease on this date as well. A refund will not be processed. On 5/12/23, an email agent advised Ms. ****** that she would need to call customer service and speak with an agent to complete the cancelation. Ms. ****** failed to follow these directions making her account remain active. 
  
  Any time a credit card expires and is on autopayment, the financial institution will provide us with a new encrypted token to ensure there is no interruption in service. The new expiration date was registered on Ms. ******'s account on 5/2/23. 
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 

• Initial Complaint

  Date:03/10/2023

  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.

  Seacoast Media Group offers a daily newsletter & access to all articles on Seacoastonline.com. I had a subscription that I was charged $11.99 a month for. Around black friday, I was bombarded with ads to receive the seacoast online subscription for $1 a month. It didn't say new accounts only, and who isn't looking for a way to save money around the holidays. So, on December 1, 2022, I signed up for that discount using my normal login information, which clearly showed I already have access to all articles & receive the daily email. Expecting to receive my subscription at the cost of $1, I was surprised when I started receiving two daily emails (exact same email to the exact same email address twice) AND two monthly charges. Thinking surely this was an error, I finally got around to calling in to request the refund for the double charge after the holidays in February. The gentleman I spoke to on the phone said that while they absolutely will not give me my money back, that they've wrongfully taken from me, they would give me the subscription for free for a year by applying the amount I had been double charged for to the account. I was to receive this daily email free until March 2024. While I wasn't pleased, the man made it clear this was my only option. I was forced to accept it. Well, a few weeks later, I was charged AGAIN. I reached out again, and this time, I was told it was my fault that I signed up for the email twice and they will not refund me. They wouldn't even refund this last charge, even though I was assured I wouldn't be charged until March 2024. I want my money back. It's not even much! I was double charged for 3 months so I was asking for $35.97 back, but then I received the $1 charge at the beginning of March. I just want my $36.97 back and to never deal with Seacoast Online again. The customer service is atrocious and their business practices seem highly fraudulent. Who wants the same daily email twice & to pay twice for it?!

  Business Response

  Date: 03/16/2023

  March 16, 2023
  ***** ****** *** ***** ** *** * *********** ** *****
  Daytime Phone: ###-###-####
  E-mail: ****************@gmail.com
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ****** and her eNewspaper subscription to the Portsmouth Herald. Per Ms. ******'s complaint, she self-admitted to creating a duplicate account; this is no fault of the publication. Ms. ****** made no attempt to cancel her active account with an agent; any agent would have advised her that she was ineligible for an offer she had already received on 5/12/2022.
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.
  
  A refund will not be processed. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer Answer

  Date: 03/16/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because I was completely unaware I was creating a second account. Absolutely nothing made that clear.  I only learned of this after speaking with an employee who guaranteed I would not receive another charge until March 2024 due to being double charged for the past three months.  This shows the company accepting fault for double charging me.  Are phone calls recorded?  Please review the call that took place when I was guaranteed I would not receive another charge for an entire year because of being double charged.  Then, I was charged again on March 1st.  So, the company is at fault twice here.  First, when they told me I was double charged & they would rectify it by not charging me for an entire year.  Then again when they reassured me I wouldn't receive a charge & I did receive another one.  I want my money back that they clearly know they shouldn't have charged me plus the charge for March.  It's $36.97.  This is insane that Seacoast Media Group is refusing to give me the money they acknowledged was double charged. This is such a scam and I can't imagine how much money this company has made from people.  I will not let this happen. This is theft. They acknowledged I was double charged and assured me I wouldn't receive a charge until 2024 and then continued to charge me. 
  
  
  ***** ******

  Business Response

  Date: 04/03/2023

  April 3, 2023
  ***** ******
  *** ***** ** *** * *********** ** *****
  Daytime Phone: ###-###-####
  E-mail: ****************@gmail.com
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ******’s correspondence dated 3/16/2023. A refund will not be provided for reasons already stated. Terms and conditions are agreed to before an order can be submitted and each subscriber is sent a confirmation email at the time of purchase.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  

  Customer Answer

  Date: 04/03/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I already had an online account and had no intention of setting up a new account, which is why I provided my same old email that clearly already had access. I was being double charged. This is clearly fraudulent.  I will be contacting the office of the AG if the money that was stolen from me isn’t returned. I already had full access through my email. It has to be illegal to take my money twice a month when nothing changed with my account. 
  
  ***** ******

• Initial Complaint

  Date:12/12/2022

  Type:Product 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 a subscription on June 29/2022 to the Portsmouth Herald, which is part of Seacoast media, owned by USA Today and Gannett. The deal was 13.00 per month for 12 months to receive the print issue six days a week of the Portsmouth Herald. The $13.00 was taken out of my bank account monthly. December 1 the removed $25.00. I called the customer service number, talked to a guy who said I was right, that amount should not be taken out, and I would be extended for a month beyond my stop date. That was fine with me. On December 9 I noticed a $49.00 pending charge on my bank account from Gannett Newspaper. Called Customer service was told they could not stop the payment, it was for a digital and "premium" additions. Did not order this, do not want it. Got nowhere with this person. Had an online computer chat on the USA Today website and took screen shots of the conversation. The person typing with me told me the $49.00 would not be taken out and that my subscription was fine until July. This morning checked my bank account, the $49.00 was taken out. I want the money put back into my account or a refund issued. There are no local people that can sort this out and the people in customer service who are polite just don't seem to know what they are doing. They constantly say no refunds......I want them to return my money now and provide an explanation for ever taking more than the $13.00 I agreed to pay.

  Business Response

  Date: 01/12/2023

  BBB representative spoke to customer support for Seacoast Media - customer service agent relayed that the customer's account was adjusted per their request on December 11th, and refund was provided.

  Customer Answer

  Date: 01/31/2023

  BBB spoke with this consumer who indicated that the refund requested was received. 

• Initial Complaint

  Date:11/14/2022

  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.

  I have tried several times to cancel my subscription via their online form, and the site always states they are unable to cancel my subscription due to the site being unable to complete the process. I emailed twice and the company is asking me to call a phone number to cancel. They refuse to fix their website or accept my email as a notification for cancellation. I DO NOT to continue with them and I do not want to hear their sales pitch over the phone. I want to my money that they have wrongfully billed me returned.

  Business Response

  Date: 11/25/2022

  November 25th, 2022 
  ***** *******  ** ***** ***  *********** ** *****  ******* ****** ***** ********  ******* ***************** 
  
  Complaint #18389053 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********* eNewspaper subscription. Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card information and to accept the terms of service, which states the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us by phone immediately when there is a problem. If a cancellation is requested it is processed at the end of the current term.  
  
  Mr. ******* refused to call customer service as advised causing his subscription to surpass the trial period of 6 months. Mr. ******* terminated his account with an agent and his access will end on 11/26/2022. Despite maintaining access throughout Mr. *******’s entire length of his subscription he successfully disputed two payments of $11.99 with his bank. A refund will not be given.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  

  Customer Answer

  Date: 11/28/2022

  
  Complaint: 18389053
  
  I do not accept the business's response as a resolution to my complaint because: It was not stated in writing that one had to call a customer phone line to cancel. An option is provided on the website and when you try to use it, it indicates the system is down. I then emailed my intentions.  

  Your business is being disingenuous trying to get someone to call a phone call to be battered with a retention sales call.   

  Again the option to cancel is on your website and there was no language in your subscription indicating the only manner to cancel was to call a phone number.  

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