ComplaintsforThe Columbus Dispatch

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BBB transcribed from hard copy complaint form: Paid in full for 1 year $732.60 check # **** - 06/06/2023. Account # **** * ** ** - Paper delivery eratic. No paper March 19 - April 30 - no paper called everyday. Can answers received. Talked to a live person about 3 times - usless. I stoped calling. Paper stated again April 1 - on and off delivery.

  Business response

  04/24/2024

  April 24, 2024
  
  ******* *******
  *** ******** **
  ********* ** *****
  Daytime Phone: ***** ********
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******* ******* and the delivery of the paper. We apologize for any frustration this may have caused.   
  
  Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  Mr. ********* account has been documented and credited accurately based on the choice made using the automated systems. Per Mr. ********* request we have stopped home delivery effective 04/25/24. Once the account has stopped a refund will be issued for the remaining amount of $133.58. Please allow up to 4 weeks for the refund to be processed and mailed USPS. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  BBB transcribed from handwritten letter and hard copy complaint form received via US Mail: 1. Missed papers, almost weekly (since Aug. 2023) 2. Wet papers ( 3 times last week ( week of April 1st) 3. Home delivery mgr (614-540-6836( will not call back (last call 3 weeks ago) 4. Have a newspaper in my gutter (front of house) do not know how long it has been there 5. Paper should be left on front porch, not in driveway, told it was new policy, nothing can be done about it 6. Can't tell me what subscription rate is per month 7. Tell me they are taking care of the problem, it is getting worse by the day 8. Any letters from paper, new policy, pricing are never dated 9. April 5 edition of Dispatch wrote in his column, making fun of deliver ( see attached) We have subscribed to The Dispute for close to 50 years - never seen such problem, all we ask for is to receive the paper on our front porch. I didn't know it was such an issue. Thank you. ****** * **** ************ (any questions)

  Business response

  04/18/2024

  April 18, 2024
  
  ****** **** *** ******* **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ***************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****** **** and the delivery of the paper. We apologize for any frustration this may have caused. We have reached out to the District Manager and their management team to get them involved so that we can get a quick resolution to this situation. We have received a response from them that this will be addressed immediately and followed until it is resolved.
  
  Ms. ****s' rate is $32.07 per month. Our new policy in place is that we no longer deliver to the porch. All deliveries are driveway only. We had to put this policy in place to keep the carriers on track to deliver within our required time frame. There became so many porch delivery requests that they couldn't stay on a schedule for their routes and it was causing issues with many customers. It is the same for all Columbus customers. We apologize for the inconvenience.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  04/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received a letter stating the newspaper would no longer be delivered to our door but placed at the end of our driveway as of March 26, 2024. We subscribe for a daily paper. The last newspaper delivered to us was March 27. After that, we drove around our rental complex to see where the paper might be, but found none. I called the Dispatch on March 29 and spoke with Anna. She said she would contact our carrier and the District Manager. Since we live in a rental complex and do not have a driveway, she asked where we would like to have the paper delivered. I said the sidewalk in front of our town house. I called again on April 2 and spoke with Sabie and said we still have not received a paper. She said she would contact our carrier and the District Manager. I asked for a phone number for the manager. She gave me a number which has no service. I called back and spoke with Kendall to get the phone number. He said he could not give the number to me. He agreed to give us credit for 1 and 1/2 weeks of the paper. It said it would take two days to resolve this issue. Today is April 7 and we still have not received a paper. I asked that I receive either a phone call or an email message about how this was being handled. The Dispatch subscription is under our landline number (614 762 3463). The Dispatch has my email address to contact me when I need to pay the bill. I also gave Kendall my cell phone number **** *********. No one has contacted me. I still get daily emails to say I can access the paper online or to let me know when the paper will be late. We have paid for a paper subscription. It is now almost 2 weeks without this being resolved.

  Business response

  04/11/2024

  April 11, 2024
  
  ***** *********
  *** ***** ****** **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: *************************
  
  Complaint #21542230
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** *******ki and the delivery of the paper. We apologize for any frustration this may have caused. We received notification from our Management team this morning that they have spoken to the customer and left her a phone number to reach them directly. They left her a paper and will continue to monitor it to be sure it has been resolved.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for 2 years of digital content from Columbus Dispatch Gannet newspapers at a special prepaid amount in 2022. Beginning in March 2024 they began charging my credit card 9.99 twice a month. I received no notice my subscription was about to expire with an opportunity to cancel or continue. No notice they would begin charging with amounts to be billed. I did not authorize any further charges on my credit card or agree to continue my subscription. Cust service stated it was a good suggestion of giving a notice of subscription expiration or notice that my subscription was being continued and they would pass it along. They apparently stored my credit card information and were able to automatically charge it when my subscription ran out. They stopped my subscription as of today but refused to credit the new charges. It’s not a lot of money. It is the point that I did not authorize any further charges past what I paid in 2022 and I had no notice that new charges would begin. They did not send any statements prior to charges or receipts for payments. So it took a month before I even knew they were charging me. I was also unaware my payment information was being kept by them. I believe no notice of charges before or after they are made is a deceptive practice intended to profit from unaware consumers. Thank you

  Business response

  04/05/2024

  April 5, 2024
  
  ***** *********
  
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ********* and their eNewspaper subscription to the Columbus Dispatch, account #*********.  Per request, the account will stop on the paid-through date of 4/24/2024; billing and access will cease on this date. On 2/24/2022, the customer subscribed to a digital promotion of $22 for 24 months converting to $9.99 per month upon the expiration date of 2/24/2024 and the promotional offer. The $9.99 rate was part of the promotion to continue as start rates are now $19.99 per month. The customer agreed to this when they accepted the terms of service (and the disclaimer) upon taking out the subscription or it would not have become active without being agreed to.
  
  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. We have to be notified if the customer wishes to cancel. Declining the credit card charges does not cancel the account. There were 2 charges in March for the subscription but one was covering 2/24/2024 through 3/24/2024 since the attempts to charge the customers' credit card were being declined.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  BBB transcribed from hard copy complaint form received via US Mail: Account II *********. I have been a subscriber to this paper for a number of years. I pay a $185.80 for 3 month subscription. I have call for over 5 months because of the poor service. They do not deliver my paper half the time. I have ask them to throw my paper on the porch because I get around with a walker.

  Business response

  04/03/2024

  April 3, 2024
  
  ********* ********
  **** * *** ***
  ********* ** *****
  Daytime Phone: (**** ********
  E-mail: ***************************
  
  Complaint #********

  Please accept this as confirmation we have received a complaint from your offices regarding J******** ******** and the delivery of the paper. We apologize for any frustration this may have caused. 
  
  Over a year ago our customers were notified that we will no longer do porch deliveries. To ensure that we can complete deliveries to all of our customers in a timely manner each day, we will now only deliver the paper to your driveway or as close to your residence as possible. 
  
  For all missed deliveries, Ms. *******'s account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for the paper to be thrown closer to the house. We have added a 2 week credit for the inconvenience Ms. *******s has experienced. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead 

  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The Columbus Dispatch recently changed their at home delivery locations to end of the driveway or sidewalk. Our newspaper is being left in the public alley. It has been driven over and is fair game to people who walk through the alley. The alley is not our driveway or sidewalk. We have left messages with the Dispatch and the carrier over the phone and by text, no results. Delivery to the end of our driveway or sidewalk would be fine, but delivery to the public alley is not.

  Business response

  03/28/2024

  March 28, 2024
  
  ***** ******
  ** ******** **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ***************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Linda *****t and the delivery of the Columbus Dispatch. We have reviewed Ms. *******s account and it has been documented and credited accurately based on the choice made using the automated systems. 
  
  We want to sincerely apologize and assure Ms. *****t we are working to resolve this matter. This is not the service we want to provide. We have forwarded this to the distribution supervisor and they will address it with your carrier. This will generate a resolution.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer response

  04/03/2024

  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dispatch has very poor service. Have not received a paper for four days and representative by phone or chat cannot answer why this is. Automated phone response says paper will be delivered by 9:00 a.m. or by 12:00 p.m. or the next day. Asked if this is city wide, our area, or my house specifically. No one could answer the question. All answers said info would be forwarded to district manager who would then respond with a phone call or email. Nothing! Considering how print media is waning I would think the dispatch would try to make things right.

  Business response

  03/22/2024

  March 22, 2024
  *** *********
  
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: *****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *** ********* and the delivery of the paper. We apologize for any frustration this may have caused. We have reached out to the District Manager and their team to let them know that there is a problem with this route and have received a response that it will be addressed immediately with the carrier and resolved. We sincerely apologize for the issue.
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason missed deliveries must be reported as they happen.  
  
  Mr. Antonelli's account has been documented and credited accurately based on the choice made using the automated systems. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing regarding not receiving my newspapers. I get the Columbus Dispatch and the **** ****** *******. I never did receive either paper last Friday, March 15, and have not received them so far today, March 19. Whenever I call the Dispatch (ALWAYS hard to get a live person), they say the newspapers will be delivered the next day - they never are. They also state I will receive a credit for missed papers, but that doesn't happen either. I pay dearly for both of these newspapers and want them delivered very day as they are supposed to be!

  Business response

  03/19/2024

  March 19, 2024
  
  ***** *****
  **** ******* **** **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail* ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ***** and the delivery of the paper. We apologize for any frustration this may have caused. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  Ms. Welch's account has been documented and credited accurately. We have extended her expiration date from  03/29/24 to 04/03/24.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer response

  03/25/2024

  
  Complaint: ********
  

  I am rejecting this response because: Besides never receiving the Columbus Dispatch AND the **** ****** ******* on March 20 & 21, I also did NOT get my newspapers yesterday, Sunday, March 24.  I called customer service twice and was assured I would receive both my newspapers before noon.  That did not happen. I did receive today's (Monday) papers but the missed Sunday papers were not included. This is absolutely unacceptable.  I am going to cancel the Columbus Dispatch and I want my money refunded from those missed days. I will contact the Wall Street Journal to see if they can start mailing me their newspaper SINCE the delivery people locally miss too many days of delivering to me.  Sad. 
  
  Regards,
  
  Patti Welch

  Business response

  03/26/2024

  ***** *** ****
  
  ***** *****
  **** ******* **** **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ********************
  Complaint #********
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ***** and the delivery of the paper. We sincerely apologize to Ms. ***** for the delivery issues she has experienced.  We have notified upper management and they are working to get this resolved. We understand how frustrated Ms. ***** must be trying to get this fixed. We will continue to work on it and would hate to lose Ms. ***** as a customer. If she chooses to cancel she will need to call customer service at 877-734-7728. 
  
  
  
  

• Initial Complaint

  03/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The Dispatch newspaper has not been delivered to me since early November 2023, and despite many text chats and calls, delivery has never resumed but my credit card continues to be billed every month. I now want to cancel my subscription and can’t even get someone to do that. I am owed $89 for each month November through March because I haven’t received a single paper during that time.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company has owed me $93.33 since April, and still haven't sent it to me. They're representative told me that they would, but it hasn't happened.

  Business response

  03/18/2024

  March 18, 2024
  
  
  ***** ****
  **** ******* ***** ** ** ********** ** *****
  Daytime Phone: ***** ********
  E-mail: *****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** **** and her home delivery newspaper subscription to the Columbus Dispatch, account number #********* Per Ms. ****'s request, the funds account have been refunded back to her credit card for $88.01. The home delivery account stopped on 4/13/2023 and the system withheld the funds for delivery on 4/11 & 4/12.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer response

  03/20/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ****

*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. ↩