ComplaintsforGannett Newspaper Group

Newspaper

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
10/24/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ongoing monthly charges from Gannett despite attempts to cancel. "$9.99 Will appear on your Sep 28 statement as GANNETT NEWSPRPR NE ************ IN" I have used the "contact us" section of their website to request cancellation, I have called this number only to be told they can't find an account, and I have called a local number again to be told they can't find my account. Looking at comments here, this seems to be a pervasive issue with this company.
Business response
11/08/2022
November ********************** Prince
10 *******
******, ** 01571
Daytime Phone: **************
E-mail: ****************

Complaint #********

Please accept this as confirmation we have received Ms. ******* complaint regarding her eNewspaper subscription to the Telegram & Gazette. 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 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. **************** was able to speak to an agent on 10/28/22 and scheduled her access to stop on the expiration date of 11/2/22.

We appreciate the opportunity to address these concerns.

Thank you,

Subscription Management Specialist
Customer response
11/08/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 was able to contact them through a series of "clicks" through an email notice I received to obtain a working phone number and then be redirected to three different people. Ultimately, I was assured my subscription has been cancelled and I am pleased to see that this is the result that they reported. Thank you for your assistance with this matter.

Regards,

*******************************
Initial Complaint
10/20/2022
Complaint Type:
Customer Service Issues
Status:
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.
GCI Newspapers-CN Newspaper is charging me $7.99 and I have no idea what for! You can never get ahold of anyone to discuss the issue. Sooo frustrating!!
Business response
11/01/2022
November 1st, 2022
*****************************;
1608 *********** B
Monroe, ** 48162
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 ************ She accepted an offer of $1.00 for the first six months on 4/1/22; after the promo period was over her rate moved to $7.99 per month.

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 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.

Ms. ******** account will be stopped at the current paid to date of 12/6/22

We appreciate the opportunity to address these concerns.

Thank you,

Subscription Management Specialist
Initial Complaint
10/16/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a subscriber of The Record North Jersey edition for 50 years.In the last couple of years- Gannet has been adding misc fees causing me to have to cut my subscription from daily with digital access to Thursday, Friday Saturday and Sunday with digital. My payment stayed the same even tho they discontinued the Sat edition. Due to their questionable billing / adding fees practices, I refuse to give them a cc for billing and opted for a paper bill, charged $5.00 monthly for said bill- and $13.00 for Thurs, Fri and now Sun only w/digital access. They automatically send out premium editions once or twice monthly, for of $6 each. My complaint is mainly regarding these editions. Their website CLEARLY states ability to opt out of these editions . After 30+ emails to their circulation department - and copying their own terms and conditions to them from their OWN website -they will NOT let me cancel these premium editions. I dont WANT them, I cant afford them- and it clearly states I am able to cancel them.I have NEVER dealt with a company that has clearly posted their Terms and has FLAT OUT refused to abide by them! This is not fair to the consumer! They said that I have a case but wont budge & honor their terms even tho they admitted their mistake They should be held responsible for honoring their posted Terms. Your subscription includes the Thanksgiving print edition and Premium Editions that are published to provide additional information and value. There will be no more than two (2) Premium Editions published each calendar month during the subscription term. Each Premium Edition will be charged at $6, and the Thanksgiving print edition will be charged at $6.This additional charge will be added to your billing, corresponding to the delivery date of the edition. You can decline to be charged for the Thanksgiving print edition and Premium Editions at any time by contacting customer service at **************.
Business response
10/20/2022
The Record regrets the frustration experienced by this subscriber. We spoke with them, apologized for the poor experience, provided a subscription adjustment and direct contact information in case further assistance is required.
Customer response
10/20/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. A represents reached out kindly, politely and offered an equitable solution, very satisfactory to me. Thank you to Gannett.

Regards,

*******************************
Initial Complaint
10/10/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I am being charged $46 a month from this company for newspaper I do not have, that I never ordered, and do not recall ever signing up for. I cannot find any contact information to reach anyone at the company.
Business response
10/17/2022
October 17TH, 2022
**************************;
31902 ********************************
Shawnee, ** 74801
Daytime Phone: **************
E-mail: *********************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ******************** and her subscription to the Oklahoman. I was able to locate an account using her name and phone number but, not the address within the complaint. This account has been active and on autopay as of 10/16/2017. I have terminated the account as of 10/18/2022. ******************** will not receive a refund as all subscriptions are ineligible for one.

For more information regarding refunds, we encourage her to visit aboutyoursubscription.oklahoman.com.

We appreciate the opportunity to address these concerns.

Thank you,

Subscription Management Specialist
Initial Complaint
10/09/2022
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I called many times and complained that my online access was not working. The website would recognize me since it said "Hi my first name" on the webpage but would never allow me to access subscriber links. So after months of frustration, I cancelled it on 12/4/2021. I called them after noticing i was still being billed monthly on my credit card in August 2022. They told me to send an email so I sent an email on 9/9/2022. I see a charge on my credit card on 9/28 from Gannett again. I don't recommend subscribing to any of their services. Prices have steadily increased while local coverage is dramatically reduced. The online subscriber service I paid for is not available and they continue to bill me 10 months after I cancelled service.
Business response
10/17/2022
October 17TH, 2022
*********************
4263 *********
****, ** 16506

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding **************** and his digital account. Based on his information he accepted two offers using two different email addresses; the one included in his complaint and also, *************************** This account remained active until 10/14/2022.

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 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 granted to ************** as he is not eligible for one.

We appreciate the opportunity to address these concerns.

Thank you,

Subscription Management Specialist

Customer response
10/17/2022

Complaint: 18188847

I am rejecting this response because:
I don't have an email address ********************************.

Regards,

*********************
Initial Complaint
09/27/2022
Complaint Type:
Billing Issues
Status:
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.
09/26/2022PRE-AUTH - GANNETT NEWSPRPR SE ************ INUS-$8.53 Above is listed the charge to my bank account. I did not authorize this charge. I recently subscribed to BlueRidgeNow (Times-News) at a rate of $1 for 6 months . I do not know if this is related to the unauthorized charge from GANNETT NEWSPRPR SE. I would like GANNETT NEWSPRPR SE to remove this charge of $8.53 from my bank account.Thank you for your time and help.
Business response
10/05/2022
October 5TH, 2022
***************************
124 ***************
Apt H
**************, ** 28792

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ************** and her digital account for the ************** *********** We have reviewed her account and see that she is registered using ******************** She accepted the initial offer on 4/1/22 and after six months agreed to the charge of $7.99 per month plus tax. The confirmation email that is sent after the purchase does include this information.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide full credit card information and to accept the terms of service, which state the non-refundable policy. It is the subscriber's responsibility to check their monthly statements and notify us immediately when there is a problem. If a cancellation is requested it is processed at the end of the current term.

Ms. ****** account will be stopped at the current paid thru date of 11/1/2022.

We appreciate the opportunity to address these concerns.

Thank you,

Subscription Management Specialist

Customer response
10/05/2022

Complaint: 18133779

I am rejecting this response because:

I called this company and was told that my money would be refunded and that my account would be deleted.
I have not tried to log into my account on BlueRidgeNow since then.
I only agreed to an offer to buy a 6 month online subscription for $1. They billed me for $8.53. I would like to have my money refunded please.

Regards,

***************************
Business response
10/11/2022
October 11TH, 2022
***************************;
124 ***************
Apt H
**************, ** 28792

Complaint #********

Please accept this as confirmation we have received Ms. ****** rejection. As we have previously stated, ************** will not receive a refund. When she initially accepted this offer, the terms of sale are checked before submitting the order, therefore, agreeing to the No Refund Policy. For more information, we encouraged her to visit aboutyoursubscription.blueridgenow.com.

We appreciate the opportunity to address these concerns.

Thank you,

Subscription Management Specialist
Initial Complaint
09/15/2022
Complaint Type:
Customer Service Issues
Status:
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.
I DID sign up many, many months ago for my local paper digitally and paid a **** for what I was told was a year; it hasn't been a year though. However, suddenly on the 12th, a charge appeared in my bank account w/o warning, no email, nothing to alert me the money was coming out. Thankfully I had enough in there, but each time I call the number listed on my bank's entry, I get "we're out to lunch," "we're closed for the day," or the favorite that happens 90% of the time, "all customer service agents are busy; call back later." I've been trying for 3 days to get someone to talk to me.The questions I have are: * Is this monthly, yearly, weekly? I haven't a clue, and I refuse to spend **** a week no matter how much the local paper is local. I have tried the local paper interface to manage account, but when I try to access that option, it flips to a "log in with Apple" and no other options? I use my Windows laptop. I don't visit the paper's webpage enough to justify that amount for weekly; even if monthly, I don't want to spent ****. If either of these are what's happening, I would like my **** back and any reoccurring cancelled. I just can't get the customer service rep to talk to me.This is my bank entry with stars where my card's last four digits are:Transaction info Description Recurring Debit Purchase 09/12 Card **39 Gannett Newsprpr888-8710687 In Last 4 of card last 4 of card5339 Transaction date 9/15/2022 Transaction time 9:14 a.m.Type Defaultdebit Your customer service ***** honestly--in three days, I should have been able to reach SOMEONE to talk to me. I haven't approached my bank yet to refute the charges because I want to give ****** the chance for feedback, but they're not giving me many choices here.DL
Business response
09/19/2022
September 19th, 2022
***********************
2702 ********************* Apt 1
******, ** 44714

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ************** and her digital subscription. Based on her account, the offer she accepted on 3/11/22 was $1.00 for the first six months of access to our online edition of the daily paper. The cost after the initial six months is $7.99 per month. This information can be found in her order confirmation.

We appreciate the opportunity to address these concerns.

Thank you,

Subscription Management Specialist

Customer response
09/30/2022

Complaint: 18033045

I am rejecting this response because:
Thank you for your email/post. I'm sorry it went to spam; I have since fixed that, but it's too late now to respond to them. The information they gave is exactly what I needed. I appreciate your help in obtaining it.

Now I just have to figure out how to cancel the subscription; they keep having "all agents are busy; call back again late" messages for the last 3 weeks.

Regards,

***********************
Business response
10/03/2022
October ************************* Lilly
2702 *********************
Apt 1
******, ** 44714

Complaint #********

Please accept this as confirmation we have received Ms. ****** rejection. As a courtesy, I have canceled her subscription on her expiration date of 10/11 and removed her credit card to avoid any further charges.

We appreciate the opportunity to address these concerns.

Thank you,

Subscription Management Specialist
Initial Complaint
09/01/2022
Complaint Type:
Product Issues
Status:
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.
I've called this company twice to end a subscription to a local newspaper and my card is STILL CHARGED every single month. Do not sign up for this subscription!
Business response
09/15/2022
We regret the frustration experienced by this customer. We spoke with them and confirmed they have been refunded. Direct contact information was provided in case further assistance is required.
Initial Complaint
08/29/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have a recurring $16.00 monthly charge for a reason I dont know. The vendor is Gannett Newspaper NE. The phone number associated with this charge is ************ evidently located in *******. I tried to call this number for clarification only to be told that my account doesnt exist.I would like the charges to cease.And, absent an explanation of these charges, I would like a refund of these $16.00 monthly charges from September 2021 through August 2022.
Business response
08/30/2022
August 30th, 2022
*****************************
54 ***********
********, ** 02920

Complaint #********

Please accept this as confirmation we have received a complaint regarding **************** and his ****************** digital account. We are happy to address his concerns. On 9/6/21, **************** accepted an offer of $16 per month for his digital subscription. This information can be found in the confirmation email sent to ****************************************

After further research, **************** spoke with an agent on 8/29, at 11:34:15 and requested the account is terminated. The agent he spoke with scheduled the stop for 9/6/2022, which is the expiration date. This is the standard policy for all online subscriptions. Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide full credit card 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. The first contact from ************** was when he spoke to an agent on 8/29.

************** will not receive a refund, he is not eligible for one.

We appreciate the opportunity to address these concerns.

Thank you,

Subscription Management Specialist
Initial Complaint
08/05/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I was charged again today after being charged last week another **** for a subscription of some sort that I never signed up for!! I have no idea what this company is other than newspaper the only newspapers I subscribe to is the ************ and NY times and I have already been charged this month for those!! I want my $$ back! I do not know how you people got my card information or why you are charging me but I want it to stop IMMEDIATELY, I WANT MY money YOU HAVE CHARGED ME to be refunded or I'm filing with the **** And calling my attorney as this is FRAUD! I HAVE SEEN MANY COMPLAINTS FROM OTHER PPL SAYING THEY WERE ALSO CHARGED WITHOUT THEIR PERMISSION OR SOME PPL DIDN'T EVEN HAVE A SINGLE NEWSPAPER SUBSCRIPTION, I HAVE NO PROBLEM FILING A CLASS ACTION SUIT ON BEHALF OF ME AND OTHERS SIMILARLY SITUATED! This is unacceptable!
Business response
08/18/2022
August 18th, 2022

***********************;
103 ***********
*******, ** 02780
Daytime Phone: **************
E-mail: ******************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ****************** and her digital account. Based on her information she accepted an offer of $1 for the first six months of digital access to the Patriot Ledger; after six months the cost is $7.99 per month. She did receive a confirmation email with these details.
Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide 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 immediately when there is a problem. If a cancellation is requested it is processed at the end of the current term.
Her account will be stopped at the current paid-through date of 9/5/22.
We appreciate the opportunity to address these concerns.

Thank you,

*******
Subscription Management Specialist

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforGannett Newspaper Group

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary