ComplaintsforThe Journal News
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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
June 17, 2024 Subject: Complaint for Non-Refund of Unused Digital Subscription Re: The Journal News Headquarters: ********************************, ** I recently did a live chat with a representative from The Journal News (Headquarters: ******************, ************, **) today, June 17, 2024. The male representative I spoke with ended the session while I was still typing my responses.I had a one year digital subscription based on a promotion in May 2023. It ended on May 7, 2024. A new debit appeared on my account on May 7, 2024 in the amount of $9.99 at my financial institution.On June 7, 2024 an additional debit in the amount of $14.99 appeared on my account.On this same date I called The Journal News to inquire about the $14.99 transaction. I was informed by their female representative that the transaction for $9.99 was for the month of May only.Since the $14.99 transaction appeared to be a $5.00 increase I immediately cancelled, during this conversation. I requested to have the transaction reversed and credited back to my debit card. At this point the transaction was processing and had not yet cleared my account. (I also unsubscribed from their emails on June 7, 2024.)The representative informed me that I could not cancel, and that the subscription would have to remain active until July 7, 2024. I want to make the public aware of my experience as a first time subscriber of The Journal News. (Headquarters: ******************, ************, **) In my opinion, this is greed. Why is it that I could not receive a refund to an automatically renewed and unused subscription? ($14.99 on June 7, 2024)The Journal News (Headquarters: ********************************, **) has lost a customer over $14.99.Business response
06/18/2024
The Journal News regrets this customer's poor experience. While our terms of service state we generally do not issue refunds, we can make exceptions to this policy on a case by case basis. We have initiated a refund for the requested amount. The customer can expect to see this refund reflected on their card within the next few business days. We left a voicemail and emailed the customer, informing them of the pending refund and providing direct contact information.Customer response
06/21/2024
**** *** ****
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. However, as of 6:00 pm on June 21st the refund to my debit card was not yet received.
Sincerely,
***********************
Initial Complaint
11/06/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
The Journal News has been delivering their newspaper to our residence daily for over a year now. We are NOT subscribers. I have tried calling them numerous times in the past, but they continue to deliver it.My daughter has called at least 7 times in the past 2 weeks and asked to speak with someone in charge, but they just leave her on hold forever.We are concerned because my husband and I are both elderly and not in the best of health, and my husband makes it a point to go down the stairs out to the sidewalk everyday to pick up the paper because we cant just leave a pile of newspapers accumulating all over the sidewalk.We also fear that someone may slip on it and then we will have a lawsuit on our hands.We dont know what to do at this point. As I had said before, we are not subscribers, therefore they are actually losing money. It makes no sense.We would just like them to stop delivering the paper to our address please.******************************************Business response
11/06/2023
The Journal News regrets this individual's poor experience. We've escalated this matter to our distribution management team for review and correction. We left a voicemail for this individual, informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.Customer response
11/09/2023
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
09/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have the contacted The Journal News via telephone on 10 August, 17 August, 28 August and 1 September asking to stop delivery of the printed paper to my address. The company refuses to stop delivery. This is to the point of harassment by The Journal News delivery to myself and I ask an immediate resolution to end the delivery to ****************************************************************Thank you,Business response
09/15/2023
The Journal News regrets this individual's poor experience. We've escalated this matter to our distribution management team to ensure delivery of the Journal News is stopped going forward. We emailed this individual to inform them of the steps taken to resolve this matter and provided direct contact information in case further assistance is required.Initial Complaint
08/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On January of 2022 I canceled my entire subscription to the Journal News. I have not receive the paper since, which was the point. However Ive been charged every month anyway. Ive had to call my credit card company to dispute these charges every month since the billing was originally setup as an autopay account. Each month, after hours on the phone with the Journal News, ** finally credited for the previous months bill, only to be charged again within days for the next month. All calls to the Journal News are exhaustive and fruitless as the billing continues, the arguing ensues and my patience are worn. Its an hour conversation every time. They always state that they see the error and everything has been taken care of, yet the very next month Im billed again. Im furious, Im frustrated and beyond irritated!!! Im at my wits end. Ive tried everything humanely possible to rectify this myself, but the result is the same every month. I need action, so Im going to News 12 with my complaint. I want my credit card information removed from their records and have asked this time and again. Im hoping you can help me get some resolution to this abusive behavior. They have no right to bill my credit account and its now going on nine months. This has to be resolved otherwise I will be forced to take legal action. Hoping BBB will help.Business response
08/23/2022
The Journal News regrets the frustration experienced by this customer. We spoke with them, explained the subscription billing and have initiated a refund. Direct contact information was provided in case further assistance is required.Initial Complaint
06/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I cancelled my digital subscription # ********* on 03/23/2022 via an email as my wife also has a subscription which we now share. I got no response so I called and spoke to a representative. Their policy is to be able to cancel anytime so I did not anticipate a problem. The representative was cordial and accepted the cancellation and sent me a cancellation email. He told me the balance of my subscription would be refunded within ***** business days. It had just renewed in February. $69 for a year. So I expected a pro-rated refund. I called again on 04/18 and spoke to *****. After an extended phone conversation he told me my refund would be processed within ***** business days.I sent an email to them on 05/04 which was never acknowledged or answered asking about my refund.On 05/10 I called again and spoke to Le. Another extended call. I asked to speak to a supervisor to escalate my refund. He said they work from home and are unable to put me in touch with a supervisor. But he got off the line and came back and said he had spoken with a supervisor who told him my refund was currently being processed and that I would receive it in ***** business days.It is now 06/14/2022. I have not received a refund or any communication from them. I dreaded another extended futile phone call so I am turning to you for help.By the way I have all the emails I have referred to. Thank you in advance for your assistance with this matter.***************************** ************Customer response
07/10/2022
Better Business Bureau:
At this time, I have not been contacted by The Journal News regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
12/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Tried several times to cancel this newspaper which my mother did not even order. They assure me it has been cancelled but they keep leaving them in the driveway.Customer response
12/28/2021
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 and the matter has been resolved.
Sincerely,
*************************
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Contact Information
1133 Westchester Avenue
White Plains, NY 10604
Customer Complaints Summary
7 total complaints in the last 3 years.
3 complaints closed in the last 12 months.