Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/6/24 - I sent a check to the News-Herald ($40.00) for a 6-month 7-day subscription (home delivery) of the NH, as advertised in a direct mail ad. 10/25/24 - My check #2012 to the NH cleared my checking account. 10/26/24 - Delivery of the newspaper started. 11/16/24 - Delivery of the newspaper ceased. 12/12/24 - I called the NH Circulation Dept. ***************), CSR "Bob", to report cessation of delivery of the paper; he said my subscription was shortened (6-mos. to 4 weeks!), due to 'special editions', which I'd needed to call the NH and 'opt out' of, while insisting he needed my credit card number in order to resume delivery of the newspaper. 12/15/24 - I received a UPSP-delivered bill from the NH, with a 'Past Due' amount of $29.66 for a subscription that started 10/19/24 and stopped 12/07/24; but, NO papers after 11/16/24. 12/29/24 - I called the NH Circulation Dept. CSR "Angelique" asked for an explanation of the invoice, since I had prepaid my subscription; she said the subscription had expired, yet home delivery had continued with 'special editions', yet I'd not received ANY newspapers after 11/16/24; also said that since the NH had no notation of the delivery issue, she couldn't do anything about the Past Due invoice... said I'd have to pay the $29.66 for 'continued delivery' of the subscription. I asked to speak to a supervisor. She put me 'on hold' for ~5 minutes, then told me that no supervisor was 'available'. 01/02/25 - I called the NH Circulation Dept. "Barb"...said she had no explanation of the $29.66 Past Due on a prepaid subscription that wasn't satisfied with delivery of the newspaper...NOR could she help me; NOR would she provide the phone number of someone I could call to resolve the issue, but said she would 'escalate' my complaint to 'Management' to resolve, and someone would contact me via e-mail in 10-14 days. Ya' think? This is Customer Service? I don't want this BOGUS charge on my Credit Report. Can you please help?

  Business response

  01/02/2025

  The information provided to the customer was correct - the subscriber did not opt out of our premium editions, resulting in the foreshortening of the subscription term.  Further, our subscriptions are continuous in nature and, unless we are instructed to cancel the subscription by the customer, they continue for a grace period to allow time for payment to arrive.

  The nature of the premium editions and continuous subscription are printed on all sales material - including the mail offer to which the customer responded.  Our terms and conditions are also printed in all of our publications, on our website, and on all renewal invoices.  

  No adjustments to the account are due at this time.  

  As to the customer's concern about credit reporting, please note that we do not report outstanding balances to credit bureaus.  So although the account will remain in arrears with us, that is an internal matter - it will not affect the customer credit score in any way.

   

   

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was charged $234, and never authorized that amount. I have a subscription set up via their auto-easy pay option, where it is no more that $54 yearly subscription, yet this charge suddenly appeared on my card. I am disputing it, but also would like the News Herald to clarify as to why they charged my card so much when that was never my subscription plan.

  Business response

  11/13/2024

  All subscription rates are subject to change, as indicated in our terms and conditions, and no promotional rate is guaranteed beyond the introductory term.  All subscribers enrolled in automatic payments are notified by email and/or standard mail no less than 30 days prior to the scheduled pricing change.  No refund is due at this time.

  Customer response

  11/13/2024

  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.]

  No subscription was ever put in place for $234. In fact, I have proof of my subscription  (which I've effectively canceled), which was temp. $14 (which I was charged monthly) prior to the $52 taken out for a yearly subscription in Oct., which as of today was also not updated on the account. There is no evidence of a subscription which charges $234 in my records, accounts, and check book.

  Please provide me with proof of my assent to these charges. Failure to provide proper documentation will force me to assume that this is theft, and I will be forced to pursue legal remedies. 

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

  Business response

  11/14/2024

  I will reiterate what we have already said:  the cost of subscriptions increase over time, which is a standard practice in subscription-based industries.  We say as much in our terms and conditions.  The $52/year rate was an introductory offer, which converted to the standard rate at the end of the one-year promotional period, as indicated on that sales material.  
  
  Further, the customer should be made aware that he has, at some point, signed up for multiple subscriptions, which may also be causing some of the confusion.  If, of course, he wishes to have multiple subscriptions, he certainly can.  On the other hand, if he's done so in error, I would direct him to [email protected] for assistance in correcting that mistake.
  
  The subscriber has taken out multiple active subscriptions, both of which began on introductory promotional offers, and each will - in turn - increase to our standard rates when that term ends.  Again - this is the same model used by subscription services across many industries (print news, cable TV, steaming services) - it is, and always has been, the customers responsibility to notify the provider if they wish to end service before the promotional period ends, and that has not happened here.

  No action is warranted from us at this time, and no refund will be issued.  I do, however, strongly encourage the customer to contact our support team at [email protected] if he does not intend to have multiple active subscriptions.

  Customer response

  11/14/2024

  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.]

  No worries, we will handle it in court since you've failed to provide the proof asked for. 
  
  Regards,
  
  ****** *****
  
  
  
  
   

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April I subscribed to the News-Herald to be delivered every Sunday for 26 weeks. My paper did not start until May by June they had stopped delivery. I have called 3 times to resolve this, the only reply I received is that I received special edition papers which I had not. I would like to receive the rest of the subscription that was promised in the special.

  Business response

  09/19/2024

  We received the order to begin delivery at the very end of April.  It does take several days to enter the order, which is why papers were not received until May - no papers were charged that were not deliver.  Our special sections are included with, and inserted into, the main edition of the newspaper - it is not possible that they were not received, as they would have been delivered at the same time of the corresponding main Sunday edition.  The subscriber did not opt out of these editions (all pertinent information was printed on the sales material they responded to, in the paper daily, and in a prominent position in the paper week prior to the opt-out deadlines).

  No adjustment or refund is due at this time.

• 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,
  
  ******** ********
  
  
  

*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. ↩