ComplaintsforThe Buffalo News

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was interested in reading a Buffalo News article I found on ****** that required me to subscribe for $1 for 3 months. I signed up and received an e-mail confirming my subscription on April 26, 2024. I was charged the $1.00 on April 27, 2024 which I what I am agreeing upon. However, I do not wish to renew my subscription as this was the only article I was interested in reading. I went to the Subscriber Services under my account and it states I cannot cancel it online. I am at work during their limited calling hours and I am unable to constantly keep calling because the line is either busy or I am on hold. I am asking to set up my cancellation at the end of the offer period as I will not pay for an auto-renewal since I am requesting this way ahead of the 3 month expiration. In case I do get charged, I will contact my credit card and report it.

  Business response

  05/01/2024

  Thank you for contacting us. Your cancellation request has been submitted for the end of your current subscription term. We will further follow up on the online cancellation page to determine what interfered with our online process. Please accept our apologies while we remedy the issue.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a Buffalo News (BN)subscriber for the past 48 years and recently on a yearly subscription plan. My subscription was ending on 3/31/24 and online renewal was both encouraged and available. The annual renewal amount listed was for $259.44. On 3/8/24, I renewed my subscription and on 3/11/24, I received a confirmation email of my renewal- extending my subscription through 3/31/25, charging my credit card- $259.44. To my surprise- this credit card charge was not submitted until 3/31/24 at which time the BN had a pending charge of $422.00 on my credit card, $182.56 more than the renewal price. This was done without any communication or notification of any kind. I initially contacted the BN on 4/1/24, & was told that there was an increase in the annual price. I told customer service that I was neither notified of a price increase nor did I give authorization for an additional $183.56 charge on my credit card. They asked if I would consider $273.00 for the year which I reluctantly agreed to. Despite my 4/1 conversation with the BN on 4/2, - my card was charged the $442.00. I again called the BN on 4/4 & was told that this would be corrected- which didn't happen. I made a complaint to my Capital One credit card & disputed the additional $183.56- (dispute remains- as no BN response). I signed onto my BN account & now see that since I disputed the additional charge- 3 months was subtracted from my annual subscription. Instead of my subscription expiring on 3/31/25 as initially agreed, it will now expire on 12/31/24. The BN is now charging me $259.44 for 9 months instead of the 12 months initially agreed upon. I feel that arbitrarily changing a renewal amount, charging additional amounts to my credit card without authorization and then removing 3 months of my subscription is both unethical and illegal. I would like this deceitful practice addressed, especially for senior citizens like myself who have always depended on a daily newspaper.

  Business response

  05/06/2024

  Thank you for contacting us.  We apologize for the discrepancy with your account. We have updated your subscription to honor the expiration date for the rate that you were quoted by the call center agent. Your account is paid through 3/31/25. We will further follow up with the contact center to make sure the agent is coached on the proper protocols. Thank you.

  Customer response

  05/09/2024

  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. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 31, 2024 I changed my ******* home delivery 7 days a week service to all digital service. I have been receiving a paper everyday since I’ve done this. I have numerous complaints with the ******* customer service and they have an incident number to fix this problem. The Buffalo news hires a man to deliver papers to my area but they are unwilling to make him stop delivering free papers to my home. I know I live on the Indian reservation, but that shouldn’t make a difference and make him stop delivering to a house that doesn’t have home delivery. I have cancelled my whole ******* digital subscription but it is in effect until April 28, 2024. That should still be no reason and to why I’m still getting papers delivered to my home. I know he’s delivering papers still because I have a ring camera on my garage that records the date and time he delivers papers. 3/31/24–3:16 am, 4/1/24–2:53 am, 4/2/24–4:01 am, 4/3/24–2:52 am, 4/5/24–2:13 am, 4/6/24–2:13 am, 4/8/24–2:58 am, 4/9/24–4:19 am, 4/10/24–2:49 am, 4/12/24–2:53 am, 4/13/24–2:13 am, 4/14/24–4:03 am, 4/15/24–2:22 am, 4/16/24–3:11 am, 4/17/24–3:57 am, 4/18/24–3:09 am, 4/19/24–2:54 am, 4/20/24–3:16am. I have all this recorded on my ring app. I’ve emailed the Buffalo news because they’re the ones distributing the ******* in my area but they keep referring me to the *******. I even emailed a list of the dates and times in just listed and he’s still delivering papers to my home. I just want him to stop and do his job. I had to cancel my other home delivery with the ******* 2 years ago because of the delivery drive specifically. Please email me back. I would like things kept in writing so I can keep for my records. I provided my email address. Please just stop the home delivery that I don’t even pay for. Thank you. This is the complaint number with the ******* ********. 4/22/24 3:34 am he delivered another paper that I don’t have home delivery.

  Business response

  04/29/2024

  Thank you for contacting us. We apologize for the delivery issue regarding the *** **** *****. The carrier has been contacted and the delivery cancellation is confirmed. There will be no further *** **** ***** newspapers delivered to your home.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a Buffalo News digital subscription for some time, but at some point realized I was either not using it, or when I tried I had difficulty accessing the article I clicked on in social media after logging in. I spent months trying to cancel. Their own website says you can cancel by either calling a phone number (which never worked) or filing out an online form (which didn't actually exist). Finally I found on their website a place where I can cancel the auto renewal of my subscription sometime after the last time I was charged on August 14th, 2023. You would think that would be the end of it? Nope! Today I received a collections letter from a law firm representing the Buffalo News. They stopped charging my credit card (like i requested), but somehow didn't treat the cancelation of an auto renewal as a cancelation of their service and still tell me I owe them due to the auto renewal of my digital subscription (which I specifically canceled the auto renewal of this subscription). This is not the first time this company has engaged in unfair business practices. A simple search shows this is common practices for this company. They prevent people from canceling and when they circadian stop the company from charging their credit cards, they send the "debt" to collections. Example: **************************************************************************

  Business response

  04/26/2024

  We apologize for the misunderstanding. When canceling your auto pay payment method, you are not cancelling your subscription.  However, your subscription was cancelled on 2/11/24 at the end of your grace period.  We do offer the ability to cancel your subscription online when you log into your account at *************************. We have forgiven the outstanding balance remaining on your account and followed up with our collections vendor to cease communications. Please excuse any communication that may have been sent prior to this resolution.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I emailed an attachment with photo proof of payment to ******************** on Friday, April 12, 2024 and have not heard back regarding the issue of my payment status. A check to The Buffalo News was issued March 19, 2024 from **** ********* and cleared March 26, 2024 but account (**********) remains listed as in arrears. I have received no acknowledgment of either receipt of payment or my email and attachment. I sent a follow up email on April 15, 2024 requesting a response but there has been no reply.

  Business response

  04/22/2024

  Thank you for contacting us. We apologize for the delay posting your payment. We have resolved the payment issue and your updated paid through date is 9/15/24.

  Customer response

  04/23/2024

  Thank you so very much!  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** ********

• Initial Complaint

  04/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a subscription to the Buffalo News which enables me to read the paper digitally 7 days a week, this subscription entitles me to receive the paper every Sunday only. I have not received the paper for the past three Sundays (March 31, 2024, April 7, 2024, and April 14, 2024). I called Customer Service each of these three dates, was told I would receive a paper and never did. I called Customer Service each Monday after Sunday, was told I would be given credit for each paper not received. This is ridiculous, I am paying for this service and feel I am being ignored. All I want is to receive the paper one day of the week (Sunday) but it doesn’t happen, regardless of how many times I have called. I am told each time I called that I can read the paper digitally, I respond that yes I know that but want to also receive the paper only on Sundays. If there is no one to deliver why doesn’t the Buffalo News just tell me that? I look forward to hearing from you. Thank you. ***** ******* April 24, 2024 I Thank you.

  Business response

  04/17/2024

  We apologize for the service issues.  There has been a high volume of carrier turnover on the delivery route this year lending to the erratic service. All the aforementioned missed deliveries have been credited and we have followed up with our delivery operations team to make sure the service issues are corrected for next Sunday's delivery and going forward. Thank you for being a Buffalo News subscriber.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid the Buffalo News (BN) $85.09 in early December 2023 to (1) restart my expired digital subscription and (2) pay past due charges that they claimed should have been billed to me for service. Fine. I paid $85.09 by bank check due to BN's inability to process my credit card transaction (see below). BN acknowledged receiving payment and restarted my digital subscription service in early December 2023. Around March 20, 2024, they blocked my digital access. It took a couple of days of emailing with their customer service, but BN came back and said that my $85.09 payment had been partially reversed by the bank and $52.22 was taken back from BN. So they said that is the reason my digital access is blocked. They say I must pay the $49.00 subscription rate plus $8.00 in past due charges, for a total of $57.00 to restart my subscription. BN is in error. The $52.22 reversal was by my credit card company in November 2023 (not by my bank in March 2024) when I had first attempted to restart my service and pay by credit card, which BN repeatedly insisted was not a successful credit card transaction. My credit card company insisted they paid BN, but they said if BN would not provide the subscription then they had no choice but to reverse the charge. So my credit card company reversed the $52.22 charge in November 2023 and I had to pay by check due to BN's inability to process my credit card. As stated, I paid the updated charge of $85.09 in full in early December 2023 (BN claimed there was a larger past due balance that I owed beyond the $52.22). Thus, my payment of $85.09 by bank check in December 2023 remains fully paid and the $52.22 reversal by my credit card company that BN points to is old and unrelated to my current subscription. To resolve this matter, BN must restore my digital access and extend my subscription beyond the June 6, 2024 expiration date to make up for the period of blocked access. BN has no factual or legal basis to support their actions.

  Business response

  03/29/2024

  The digital subscription started 4/15/22 and was paid through 6/20/23. The renewal payment on 9/21/23 of $73.30 was reversed due to a bank credit card chargeback requested which processed on 11/16/23. The next renewal payment of $52.22 on 10/3/23 was also reversed due to a bank credit card chargeback requested which processed on 3/13/24. The check payment for $85.09 posted on 12/24/23 (prompted by the $73.30 chargeback) then covered delivery through 6/6/24 because the $52.22 had not been charged back at the time.  The cancellation of the $52.22 payment put the account in arrears causing it to expire due to the lack of funds.

  However, we have reinstated the account and will continue to honor the June 6th paid through date. Additionally, we have extended the subscription through June 30, 2024, to resolve the no access period. A subscription renewal notice will be provided prior to July 1, 2024.

  Customer response

  04/01/2024

  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. 
  
  Regards,
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

       I payed for Sunday only paper on December 2023 and have not received a paper for the month of January. They said I didn't pay for it There is a copy of my cancelled check. Cleared on 12-28-23. 

  Business response

  02/13/2024

  This subscription was stopped on 12/2/23 due to non-payment.  A check for $58.50 posted to the account on 1/3/24. It covered deliveries from 9/3/23-12/2/23.  The account does not restart automatically when an overdue balance is paid off, so the subscription has not been active since 12/3/23. This explanation is noted on the account per the call on 1/16/24. The customer can restart the subscription at any time.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As I was on the internet in early December, I got a pop-up to try the Buffalo News e-edition for $1 for 3 months. It said to cancel before the 3 months to avoid keeping the subscription and being charged. I noted on my calendar when I had to cancel. A couple weeks before the deadline I tried to cancel online. There is NO WAY to do that online. On the date I had noted (The week of February 5th.) I phoned the number to cancel. Nakita took my call. She told me that my card had already been charged $14.99, but she could offer me six months free for a $2.99 charge. After several attempts at negotiating my full refund and being unsuccessful, I reluctantly agreed. She then told me my card would be charged after the six months. Fearing I would be in the same position of not being able to cancel, I refused that offer. She then said she could give me the six months without having auto renewal on my card, BUT I would be charged a $4 service fee for each of the six months. After clarifying that I was understanding her, I refused and said I wanted my full refund. She stated she could not do that. I stated that I didn't think it was legal to do that. She then agreed to my full refund that will take 3-4 weeks to be credited. My complaint is I would like my refund immediately and I want to report that is how Buffalo News is doing business over the phone. This seems like fraud or at the very least coercion. Is there anything you can do to get them to stop this practice?

  Business response

  02/16/2024

  We apologize for the difficulty you experienced cancelling your subscription. Your cancellation was processed, and your $14.99 refund is in progress.  Please allow 7-10 days to be completed.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After receiving a notice that the monthly electronic subscription to the Buffalo News is now $34.99 a month, I tried several times without success to cancel my electronic subscription that automatically renews. Their website page for canceling subscriptions online does not work even though I have entered all of my correct information and when I called their customer service phone help line I get their automated answering system and then put on hold. After waiting 7 minutes on hold the call disconnects. This happened repeatedly. My subscription is up for renewal on 2/19/2024. They need to fix this asap. My subscription # is ********

  Business response

  02/07/2024

  We apologize for the difficulties with cancelling your subscription.  However, there is documentation of an offer resulting in an extension your account. Are you still interested in the offer or do you wish to proceed with cancelling? 

  Customer response

  02/07/2024

  Better Business Bureau:
  actually I tried to reach customer service again today and was successful in reaching an actual person.  The rep extended my subscription for a much lower monthly fee.  So that was agreeable to me.  Regardless, the Buffalo News needs to fix their website. 
  thank you for your assistance,
  **** *****
  
  

*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. ↩