ComplaintsforThe News-Herald

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In February. I agreed with a rep of the News-Herald to just over $400 for the next year's pre-pay subscription and they just charged ny Visa account$$2158... and said it was non-refundable. Please help me.

  Business response

  04/29/2024

  We have no record than any changes were made to this account in February.  It has been active since 2001, and has been billed at regular annual intervals.  The amount charged reflects the correct amount currently assigned to the account.

  If the customer has further questions, they are advised to contact our local billing escalation team at ****************************

   

   

  Customer response

  05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *******
  
  
  

  The agreement was in January with Dana ******** by E mail   and again by telephone last week.  The charge for $2158.00 is still on my VISA account even though she said on the phone she would agree to the $426.40 amount.  I called to have a hold for that amount, but the ***** ******** **** ** ***** said they couldn't

   do that.

  **** *** *******

  
  
   

  Business response

  05/07/2024

  I will reiterate that the proper point of contact questions regarding accounts and billing is our local escalation team at ***************************.  They will determine the disposition of the account and, if warranted, take whatever corrective action they deem necessary.

  Customer response

  05/08/2024

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

  The complaint with the News -Herald has been taken care of.  Thank you for your help.

  **** *** *******

  
  

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are not getting our paper delivery on Sundays. This has been going on since last year. They keep saying that they will take care of problem, but they never do take care of it. Call and only get a runaround about the problem. Also person who is supposedly in charge gave us their phone number to call if the problem continued , but they never answer phone. Thank you *** *****

  Business response

  03/24/2024

  Subscriber is advised to contact our customer service department at ************** or ****************************  If the account qualifies for an exemption to our no refund policy, our customer service team will be able to process the request.

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** *****
  
  
  Have contacted their customer number many times and they did nothing  to resolve the problem

  Thanks

  *** *****
  
   

  Business response

  03/25/2024

  That remains the correct avenue for refunds.  If the account has not been refunded, it is likely that it does not qualify for an exception to our no refunds policy.  We will not respond further to this complaint.

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** *****
  
  
  
  
   

• Initial Complaint

  01/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Complaint taken over phone by BBB representative BA Consumer has had a 7-day subscription for many years. On 10/15/2023, her carrier had an accident. Delivery has been sporadic since then. She got a few papers here and there and some credit for non-delivery. In mid-December she called and asked for a refund and was told that they don't do that. She cancelled on or around 12/17/2023. She was paid up till 12/10/2023.

  Business response

  01/08/2024

  The customer's statement does not meet her account record.

  1.  The account remains active and has not been stopped by the subscriber.  She continues to receive delivery.  

  2.  She contacted us on 12/22/23 with the primary complaint being price and disagreeing with the cost of her renewal invoice.

  3.  The account would not be owed a refund even if it had been stopped on the date she claims.  She last paid for a 4-week renewal on 11/13.  That prepayment expired on 12/13.  The account has been in its grace period and is currently in arrears.

  4.  She has contacted us four times in regards to missed delivery since her last payment.  On all four occasions, her account was credited for the missed delivery.

   

  We cannot refund an active account, and we certainly cannot refund an account that is already in arrears (including the credits already issued).  If the subscriber wishes we can stop service effective immediately and, as a show of good faith, eliminate the entirety of the back balance.  The subscriber would be able to resubscribe at any time without having the back balance to contend with (although they will not qualify for any promotional rates for 90 days).

   

   

  Business response

  01/26/2024

  Records indicate that the subscriber was credited for missed deliveries each time she notified us that they occurred, resulting in extensions of the expiration date.  Service was provided until, and beyond, that extended deadline.

  While we always issue credit when we are notified of a missed or unsatisfactory delivery, we cannot apply credits - in the form of service extensions or dollars - based on an estimate made over a month after an account has been closed.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We question two $100 charges made by the News-Herald through our autopay credit card in November, 2023. Between 1/6/23 and 8/24/23, we paid to the News-Herald normal payments of $31.20 per credit card autopay. Those are what they should be. In September, our credit card was compromised and replaced, putting us behind with the News-Herald. That was corrected in September with $71.06 payment. Between 10/6/23 and 11/20/23, we paid normal (although increased) payments of $43.20 per credit card autopay. HOWEVER, on 10/4, 10/5 and 10/6/23, the News-Herald took three additional $43.20 payments and explained those as “premium edition” charges. THEN, on 11/3/23 and 11/30/23, the News-Herald took $100 and $100 respectively through our credit card, in addition to the normal $43.20 payments. We question these two “premium edition” charges that coincidently match the amount of regular payments. We believe they are overcharges. And there is no acknowledgment by the News-Herald that it took the $100 payments. Asked to list all of our payments for 2023, those two $100 payments are not included. Yet, the ***** **** card has record of those payments. We have again replaced our ***** **** card and stopped any News-Herald autopay. And we have reluctantly cancelled the newspaper. What do we need to do to have the News-Herald find that $286.40 total error and refund the money? We would like to subscribe again, but we cannot until this is settled. We actually fear that someone within the convoluted News-Herald billing process may be stealing funds. Next? Thank you!

  Business response

  12/21/2023

  It appears that the account was incorrectly charged in triplicate in the amount of $43.20, as the customer has claimed.  I have begun the process of refunding two of those charges.  As the credit card used to generate has been cancelled (per the customers note), the refund will be issued by check.  Please allow 2-3 weeks for processing and mailing.

   

  As to the two $100 transactions, we have no record of those charges in our billing system.  The subscriber should contact our local billing escalation team at *************************** - they are best equipped to handle these sorts of issues, and can work with our accounts payable group to get to the bottom of the issue.  It will be helpful if he provides an image of the CC statement (all other transactions can be redacted) as well as the last 4 digits of the card (for his security, we advise NOT to send the entire CC number).

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Even though I paid for (and promised) a billing statement of 26 weeks of delivery of the News-Herald, I am being charged a weekly surcharge (.15 per day) that reduces my total of 26 weeks to approx 22 weeks. My renewal back in June was for 26 weeks at $68.90. Was told by customer service a letter went out in February explaining the surcharge, that I never received nor was it mentioned when I renewed in June from my previous 26 week subscription. Fact. The attached new bill says I am paid thru 11/12/23. But with this surcharge, it is actually Nov. 6. and again no mention of a surcharge. I payed for 26 weeks. Nothing less and nothing more. This is a really bad business practice.

  Business response

  10/24/2023

  All subscribers were notified by email and/or mail of the supply chain surcharges in February or March of this year.  We also include that language on our website, in our published newspapers (print and digital) every day, and on all renewal invoices.  If and when we are able to discontinue these charges, all subscribers will be notified in a like manner.  At present, we have made appropriate efforts to notify subscribers, and no modifications will be made at this time.

  Customer response

  10/25/2023

  [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 is their policy.

  I do see the surcharge in the small print but if they give me a price for 26 weeks and I pay for 26  weeks, I expect that. Not 22 weeks. It is deceptively hidden with small print.

  As far as the notification, this is the second time it has happened. They say it was send but I never received but there is no way to prove. Last one was a price increase which again made my subscription go from 26 weeks to a lesser amount of weeks.

  There is no need to continue. I have cancelled my subscription.

  
  Regards,
  
  ***** ******
  
  

  
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Entered by BBB Staff - lj Consumer is a senior. Consumers account number is ******. Renewed subscription on February 27, 2023 by phone. Consumer requested EZ Pay. Consumer provided her checking account number. Consumer requested to be billed $33.60 on a monthly basis. Consumer spoke with Karen. Consumer received a confirmation number to allow the $33.60 to be withdrawn monthly. Confirmation number 2863. On March 4th the company made an unauthorized withdrawal of $436.80 from her checking account. . Consumer has contacted the company four times. Consumer was told they would escalate the refund. She has not received her refund. Consumer was told if she cancelled her subscription she would forfeit the $436.80. Yesterday a customer service representative hung up on the consumer..

  Business response

  03/27/2023

  We have initiated a refund of $403.20, which is the amount of the initial charge, less the $33.60 that the subscriber intended to pay.  The account has been changed to process 4-week payments when payments are due (we do not offer billing by calendar month).

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In December of 2021 my Uncle died in a car accident in the Madison County area of Ohio. I was not receiving any information from local family at the time about the accident so I signed up with News-Herald to read their article about it because they had obscured it behind a paygate. I allowed the charge for the 3 month period and went through the proper channels to cancel the trial so I wouldn't pay beyond the trial dates listed. These are all things I read on before signing up to make sure I wouldn't have problems at a later date. Assuming the trial was canceled I thought nothing more about it until 3 months had passed and I received a charge from the company. I called in during their business hours and found that my trial had never been cancelled. This was upsetting because I had called in initially for cancelling in the first place. They cancelled my trial this time and I kept close eye on my finances to ensure this. My problem isn't with their resolving this... my problem came when in the following months after they would start calling me regularly asking me to renew my service with them. Every time they call I would very specifically ask for them to remove me from their call list and that I did not need the service they are offering me and every single time I would be told I was removed. This most recent call occurring at 12:30 PM today 2/15/2023 I was informed that she could remove me from HER list but that they had multiple call centers that would still call me, she then proceeded into her advertising script despite my saying I did not want their calls. This is an unacceptable practice from a business to harass a consumer. I do not want this company ever calling me again as it just brings back memories of the whole reason I had to resort to their service.

  Business response

  02/15/2023

  I have removed the phone number ************ from our internal database, and notified all of our outside sales partners to do the same, and to also add it to all internal Do Not Call lists.  These changes may take up to two weeks to process.
  
  If a different, or additional, phone number is the one being contact, the customer will need to notify us so that we can remove it/them as well.

  Customer response

  02/16/2023

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

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $156 on 6/13/22. I didn't know what it was for and after figuring out that it was for the News-Herald and that they are in Lake County I determined that this must have been for a trial to get access to an article. I called to request a refund. They will not give me a refund (not even partial) even though I am not interested in their service, nor have I used it beyond the "trial" period. I should not have to pay an entire year for something I'm not using.

  Business response

  06/28/2022

  All of our digital subscriptions include enrollment in our Autorenewal program.  This is explained in bold typeface prior to the submission of payment, and a subscription/payment cannot be processed until the customer actively accepts those terms.  

  Further, it is explained when signing up (and is reinforced on our website) that a customer can unenroll from automated payments at any time.  It is also explained that all subscriptions automatically renew unless the customer notifies us that they wish to discontinue service prior to (or on) their expiration/renewal date.  This subscriber did not unenroll from autopay, and did not indicate a desire to stop service prior to renewal, so no refund is due at this time.  

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hi Kristie,
  
  I was on vacation and did not see any update to this until this morning.
  
  Was this issue resolved? No, I didn't get any refund.
  
  I read their response, which is nonsense. Even if they auto-renew, what kind of industry is allowed to charge a customer for an entire year, and then not allow them some kind of credit for a cancellation? I called within weeks of the charge being processed, have no desire for this subscription and you tell me that there isn't any refund?
  
  That's unacceptable.
  
  **** ******* ****** ***** ******** ***** *******************

  Business response

  07/06/2022

  We have nothing further to add, other than to reiterate that this account does not qualify for a refund according to the terms and conditions to which the customer originally agreed.

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I am not using this service, I have no interest in using this service. (I used it once in the initial trial period for a single article.) I should not have to pay an entire year's cost, but apparently this business is somehow able to get away with that.

  I'm not interested in going in a continuous loop on this. If they are not interested in customer satisfaction and you are not able/willing to assist in getting a refund for something that I am not using and not interested in using, then there isn't anything further to discuss. 
  
  Regards,
  
  **** *******

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 18 February 2022 21CM Ohio Newspapers CIT 888-787-0717 OH billed my ******** card for $884.00 for a one year subscription to The News-Herald newspaper. When I went to pay my ******** bill online, I reviewed the charges for the month. I wondered what I had paid previously for the paper and checked my records and saw that from 2016 to the present, the paper had gone up from $374.40 a year to $884.00. At that point, speaking with my husband, we decided we would go to a digital only subscription and I figured I could just call the paper and switch the subscription to a digital and get a refund for the amount of the physical paper that we had not used. Today (March 2nd) I went through at least four "layers" of personnel, being on hold for significantly long periods of time. Originally I just asked to switch to a digital subscription and have the newspaper refund the remaining amount. As I went through the various "layers" of personnel, I became alarmed by their talking about "if" I could get a refund and decided that I should just cancel the paper entirely. Right up to the bitter end they totally refused to give me any refund. My account number at the paper is #******. Although I paid $884.00, I have had some of those papers delivered (albeit late, usually mid-morning, and sometimes not at all) so I am willing to ask for a refund of the balance $852.05. I have contested the charge with my credit card company, ********.

  Business response

  03/03/2022

  A refund of $849.62, the entirety of the remaining balance on this account, has already been processed.
  
  This complaint to the BBB represents an unnecessary escalation, as the customer's demands were met PRIOR to the filing of this complaint.  

  Customer response

  03/07/2022

  [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 had informed the business that I would contact the BBB AND dispute the charge with my Credit Card.  Which one happened first is immaterial as I had no control over how quickly those organizations would respond.  I appreciate their willingness to resolve the issue and hope that they will continue to provide appropriate customer assistance to others.
  
  Regards,
  
  ******** ******
  
  
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 16, 2021 I was called to receive the paper. I told that person the only way I would receive the paper is A: If my Sunday paper is in a bag, B: I do not receive any "special" papers. It was stated by me this is a ONE TIME charge. She said fine. This was for 26 weeks. I had to call the paper on November 16, 2021 to complain about my paper not ever being bagged. My subscription was extended by 2 weeks. It was to end on November 28, 2021 but because of the extension, it ended on December 12, 2021. I checked my credit card statement for another reason only to find that the News-Herald had charged my credit card $24 without my authorization. $12 on 11/30/21 and $12 on 12/30/21. I tried calling the paper, they claim I ordered that via email. I said I had never done that. I told them "IF I RECEIVE ANOTHER PAPER, I WILL SUE THEM FOR FRAUD" The stupidvisor I spoke with actually asked me if I still wanted the paper. I then asked to speak to her boss. She said someone would have to call me back. That was on 1/3/2021. I had received an email from the above email on Dec 20, 2021 reminding me "this was a recurring charge" Remember, this was a ONE TIME CHARGE!!!! The same day, I emailed back to him, PLEASE CANCEL. NOW. This has not stopped and I do not want a paper where they BILL YOU AND CHARGE YOUR CREDIT CARD. Talk about double billing. They screwed with the wrong person. Carla was such incredibly stupid. That is the reason I called her a Stupidvisor.

  Business response

  01/14/2022

  As I understand it, the subscriber is contesting a total of $24.00 in charges.  Her account records do indicate that those charges were made, but that she was actively subscribed to our product at the time.  Shortly after beginning the subscription that she references in her complaint, she started an ADDITIONAL digital-only account - that digital account is the source of these charges.  
  
  Our records indicate that the subscriber was issued a refund of $10.71 this week for the remaining balance on her account as of the time the account was stopped.  That refund has likely not yet been received, as the reimbursement process may take up to two weeks to complete.  That refund will appear as a credit on the same credit/debit card used to pay for the account.
  
  We can presume that her duplicate sign up was an error, and as such we can issue a refund to satisfy the difference between her contested $24.00 and the $10.71 refund already in process.  That difference is $13.29.
  
  Over the next two weeks, the subscriber should expect to receive two refunds - one for $10.71 (already in process) and one for $13.29 (which I will begin to process today).  
  
  
  Ian B*****
  Circulation Director
  The News-Herald  
  The Morning Journal
  440-951-0000 x47169

  Customer response

  01/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]  They say two different things. One was that I signed up for a second account. I would never have done that knowing that I had already signed up for an account. I signed up for the ONLY one with the card they used for the SECOND account. 

  The second thing said was Her account records do indicate that those charges were made, but that she was actively subscribed to our product at the time.  Shortly after beginning the subscription that she references in her complaint, she started an ADDITIONAL digital-only account - that digital account is the source of these charges.  
  

  I did no such thing. They did it. If that is the case that I signed up for a Second digital account, why did it take 6months for them to charge my credit card then in 3weeks charged me again.  I do not agree with their response and that was not a complete response to my entire complaint. They seem to Only respond to what they Want to respond to. NOT THE ENTIRE COMPLAINT!! 

  
  
  Regards,
  
  ******* *******
  

  Business response

  01/17/2022

  The digital only subscription that the subscriber purchased was a 6-month, deeply discounted promotion.  First, the six month introductory period is the precise reason that renewal charges did not appear until six months after our records indicate the account began.  Second, because of the extreme discount, our sales and customer service representatives DO NOT HAVE ACCESS to assign that rate to any account.  The only way that promotion can be started is if the customer, themselves, selects the offer online, enters their own billing information, agrees to the terms of service, and submits the transaction.  Simply, the only way this second account could have been activated is if the subscriber does it themselves. 

  Again, we understand that there may have been some confusion in this matter.  Because of this, we have already agreed to refund a total of $24.00, which is the exact amount the subscriber is contesting.  We remain prepared to honor that refund if the subscriber indicates that she wishes to accept it.

  We will not respond further to this complaint.

  Customer response

  01/18/2022

  [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 have asked them several times to refund my fraudulent charges. I should not have to agree to accept it.  
  
  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. ↩