Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Oklahoman newspaper has a scam where you pay $1 for a 6-month subscription and can cancel any time. I canceled my subscription but was still charged $19.99 in September and $19.99 in October, when I became aware they were fraudulently billing me. When I call or try to use their online system, it say they are unavailable. In other words, there is no way to cancel a subscription with this publication. I want my subscription canceled and the stolen charges returned to me.

  Business Response

  Date: 11/04/2024

  November 4, 2024
  
  ****** ***** *** ******** **
  Hurst, TX 76053
  Daytime Phone: ***** ******** ******* ***************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****** ***** and her eNewspaper subscription to the Oklahoman, account ***********. Per *** ******* request, the account will stop on her paid-through date of 11/20/2024; billing and access will cease on this date. She signed up on our website on 3/20/2024 for a promotional offer of $1 for 6 months converting to $19.99 on 9/20/2024 under the email address ****************************. Per the disclaimer agreed to at the time the subscription was taken, digital subscriptions are nonrefundable. If a cancelation is requested, it has to be made before the next charge date. We have 2 incoming calls recorded for this subscription, 10/22/2024 and 10/30/2024. Both are after the 09/20/2024 charge date. 
  
  
  Disclaimer*
  
  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 appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  Date:10/22/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for home delivery subscription. Never received any paper. Called customer service about delivery problem. They stopped my subscription without permission and said no refund.

  Business Response

  Date: 10/23/2023

  October 23, 2023
  
  ***********************
  **********************
  ************, ** 73130
  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. ************************ account has been documented and credited accurately based on the choice made using the automated systems. 
  
  Normally, subscriptions are non-refundable. We are making an exception in ************************ case due to never having received delivery of the paper after filing multiple missed delivery complaints.  We are refunding his payment of $13.00 back to his credit card ending in ****. This process will take **** business days.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 10/25/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business continues to reduce services from full time newspaper reporting/publication to no publication on Saturdays, no afternoon sports reporting after 5PM, discontinue of Sunday PARADE inserts, missed deliveries no longer delivered, missed deliveries not available at distribution centers (but available at convenience stores and other), $6.00 to get a notice of renewal, 12 Month subscription charge increased to $68.00 (up 28% from $240 in 2022 to $308.40 in 2023). Resolution - limit increase to 5% (accepted as National inflation rate = $12.00). Annual subscription rate $252.00.

  Business Response

  Date: 07/11/2023

  July 11, 2023
   
  *********************
  1512 **********
  Oklahoma City, ** 73127
  Daytime Phone: ***********
  E-mail: *************************
   
  Complaint #********
   
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and his opinions on how the business is operated. We publish a Saturday edition of the paper via our eNewspaper on all apps and our websites, a business decision was made to cease the printed delivery for several reasons, including it is our least subscribed day of the week. Our home delivery departments and our single copy department are separated and operate as such, therefore, single copy will have issues based on what the location has ordered. PARADE made the decision to not publish, this is a third-party vendor we included in the newspaper inserts, much like a department store ad; the company itself decides when and how it is distributed. This is not a decision of the paper.
   
  Due to the pandemic, we lost several carriers who moved on to other careers, this made it difficult to promise the redelivery of a missed paper. We had to make the decision to only make this option available on Sundays. All our subscriptions include full access to our website, e-edition, and apps.  If a subscriber does not receive scheduled delivery of a print copy, credit or redelivery is applied for the portion of the subscription cost attributed to the delivery of the print edition.  Digital access to the e-edition, an exact replica of the print edition continues.
   
  Our rates are systematically increased based on a formula created by our marketing teams. In October 2020, **************** was paying $24.00 per week for the exact delivery he receives now. In January 2021, he called and was able to drop his rate to $6.00 a week, this is a significant discount in comparison.
   
  We have not made any changes to his account. We welcome and acknowledge his feedback.
   
  Thank you,
  

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning from February 27th, 2023 through March 6,2023 I have not received the paper for which I subscribed and paid for. This issue continues to be reported through their automated system and live chat and still no resolution. The system doesnt appear to allow you to physically talk to someone. These dates are possibly extending further into the future. I am 91 years old and just want the read the paper not an electronic copy.

  Business Response

  Date: 03/15/2023

  March 15, 2023
  *******************
  ******************************************************
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. 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.  
  
  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 and 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.
  Mr. ****** account has been documented and credited accurately based on the choice he made using the automated systems. I notified Mr. ****** carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
   
  

• Initial Complaint

  Date:03/03/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am partially health disabled and the Oklahoma is aware of this fact and agreed when I bought the Oklahoman paper to deliver it to my front door. The Sunday paper for 3 months has not been delivered to my front door and has been dropped at the curb, I have called the Oklahoman 4 times regarding this problem to no avail. Monday to Friday IT IS DELIVERED TO DOOR, BUT N0T SUNDAYS. Obviously, the paper does not care about the disabled citizens who want to enjoy the paper.

  Business Response

  Date: 03/08/2023

  March 8, 2023
  *********************
  ******************
  Oklahoma City,** 73120
  Daytime Phone:**************
  E-mail: *****************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms.********** and the placement of her newspaper delivery. We apologize for any frustration this may have caused. I have notified her carrier and their manager of her ongoing delivery issues and requested an immediate correction. This will generate a resolution.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  

  Customer Answer

  Date: 03/13/2023

   
  Complaint: ********
  
  I am rejecting this response because after receiving the response on March 8, 2023,  Sunday, March 12, 2023, my newspaper was at the curb of my property and not the front porch as promised by this paper.  For 14 weeks, I have called this paper and received the same response by phone and the following Monday each time, the paper is at the curb.  
  
  *********************** Manchester

  Business Response

  Date: 03/30/2023

  March 27, 2023
  *********************
  ******************
  Oklahoma City,** 73120
  Daytime Phone:**************
  E-mail:*****************************
  
  Complaint #********
  
  Please accept this as confirmation we have received ************************** rejection. Unfortunately,we cannot guarantee delivery to her door. We have requested that the carrier deliver to her desired location. There are some instances when a substitute carrier may be covering her route causing the placement to be different. We have conveyed ************************** request to her carrier again.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  
  
  

• Initial Complaint

  Date:02/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1.12.23, I utilized a link in a solicitation email to subscribe to The Oklahoman newspaper (see attachment Email offer). Multiple offers were listed, I selected one that offered Sunday print delivery and unlimited digital access for $4 per month (see attachment Offer details). After placing my order, I received a confirmation email with my order details (see attachment Order confirmation).After several weeks without receiving a print newspaper, I reached out to the cyst service email address provided in the various emails I received from the company. Throughout multiple emails (see attachment Email exchange), the company has consistently stated that my subscription does not include a Sunday print delivery, despite me providing evidence that I should.Once I stated I wanted a refund, they referred me to call a phone number, which I refuse to do. I feel like this is a true bait and switch.

  Business Response

  Date: 02/16/2023

  February 16,2023
  ***********************
  11456 **********
  *******, ** 73044
  Daytime Phone:**************
  E-mail: ******************
  
  Complaint #********
  
  Please accept this as confirmation we have received Mr. ******* complaint. Please provide the attachments he speaks of in his complaint, and we will review and make the necessary changes to his account.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  

  Customer Answer

  Date: 02/23/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  This is not a resolution.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/27/2023

  March 27, 2023
  ***********************
  ***************************************************************************
  Daytime Phone:**************
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a rejection from your offices regarding **************. Based on his account, the order he submitted was in fact for a Digital only subscription, for $4.00 per month. If he is not going to provide the attachments mentioned in his original complaint, we cannot provide further assistance.
  
  All Gannett subscriptions are nonrefundable and if cancellation is requested it is done so on the expiration date. A refund will not be processed.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  
  
  

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19386638
  
  I am rejecting this response because:I am not *************. I have already provided my supporting documents to the BBB. However, I have attached them, again, to this message.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The delivery has gone from bad to worse.I understand about weather related issues, but there have been none recently.I renewed my subscription for three month period. At $42. To run through April ********************************************************************************* holidays- The two ladies who deliver the paper were good up until lately , and the 3 phone numbers always go to voicemail-I get no return calls And when you call The Oklahoman, there is no live person to talk to- its all automated No human beings around I even took the extra step of calling their parent company *******, which, of course has outsourced their customer service to South America There seems to be no resolution, and no one cares I predict this company is going under!After reading the other reviews, I will not renew subscriptions unless they improve their services I read a few of the reviews -I didnt realize it was so bad and I thought I was the only one having issues with The Oklahomans residential delivery But yesterday I even called the local grocery store and 7-Eleven They didnt get papers either Being a senior citizen, I dont use the digital The reviews I read indicate most subscribers have no luck getting their money back when they cancel their service.Someone needs to get a hold of a live person at that company and find out whats going on and let the customers know whats going on This is getting **** ridiculous!2/9/2023

  Business Response

  Date: 02/16/2023

  February 16, 2023
  *******************
  3608 **********
  ********, ** 73115
  Daytime Phone: **************
  E-mail: *****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. 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.  
  
  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 and 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.
  
  Ms. ****** account has been documented and credited accurately based on the choice she made using the automated systems. I notified Ms. ****** carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  
  
  
  

• Initial Complaint

  Date:01/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 of these past 7 days the newspaper has not been delivered; including today Sunday January 29th, 2023. The online complaint site is useless and the telephonic delivery issue site is equally useless.Deliver the newspaper as I have already subscribed and paid for; refunds or credit are not indicated in my card statement.

  Business Response

  Date: 02/06/2023

  February 6, 2023
  *********************
  ****************
  Oklahoma City, OK 73122
  Daytime Phone: **************
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. Essentially, they both add the same complaints to an account. 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, automatic charges or online. 
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issues. This affects an entire route, and the notice is displayed online and 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 it is important that missed deliveries are reported as they happen.
  I have notified Mr. ******** carrier and their manager of his concerns and asked for an immediate correction.
  Thank you,
  Subscription Management Specialist 
  
  

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed for Sunday delivery of the Oklahoman in August of 2022. By November of 2022, I had received only 3 deliveries of the paper. I canceled the subscription and ask for an appropriate refund. I contact them two other times and was told it would be reviewed. Today, 01/06/23, I was told they will not refund my payment.

  Business Response

  Date: 01/13/2023

  January 12, 2023
  ************************************************************************************************* 73162
  Daytime Phone: **************
  E-mail: **********************************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and his refund issues. We apologize for the frustration this may have caused. If at any time a subscriber decides to cancel their subscription, which they can do at any time, they may contact customer service. All cancelations must be requested before it automatically renews for a subsequent period to avoid being charged for the next period's subscription fee. If a subscriber cancels their subscription, the cancellation will become effective at the end of the then-current subscription period. ******* does not provide credits, refunds, or prorated billing for any subscription canceled mid-period. In such a circumstance you will continue to have access to your subscription for the remainder of the subscription period. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.
  
  Based on Mr. ******* payment of ************************************************************* the amount of $42.20 will process and mail via ***** We ask that he allow up to 45 days to receive it.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer Answer

  Date: 01/13/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/31/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Oklahoman newspaper requires payment in advance for home delivery of their newspaper. At one point in October 2022, I paid $708 for six months of home delivery. This would include six days of delivery each week. The last delivery was on December 16, 2022. There have been no home deliveries since that date. The company has failed to reach out to this customer with any explanation. By way of comparison, staff of the New ********** newspaper have communicated with me and have explained their attempts at resolving the local delivery problems. The Oklahoman newspaper does not seem to care about their home delivery customers and have little regard for appropriate customer service. I have, furthermore, little assurance that the balance of approximately $300 of the advanced and required purchase price will be honored.

  Business Response

  Date: 01/12/2023

  January 12,2023
  ***************************
  3813 ************
  ******, ** 73013
  Daytime Phone: **************
  E-mail: *********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and his ongoing delivery issues. We apologize for any frustration this may have caused. Based on his account, he has used the automated services to report missed deliveries in December, but not daily complaints. It is important each missed delivery is reported at the time it happens to ensure his account is accurately credited and his carrier is held accountable. I have notified his carrier and their manager requesting an immediate correction to his concerns. This will generate a resolution.
  
  Currently, our circulation department does not conduct phone calls to any subscriber. Their working hours are outside of a timeframe that would be appropriate to contact a person about delivery.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  

  Customer Answer

  Date: 01/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1) The newspaper wrongly states that we failed to report the missing newspapers. We did use the automated telephone procedure each day a newspaper was not delivered. One of my concerns is the very accuracy of the credit we are entitled to for the missed deliveries. This is a serious matter since we had previously paid about $700 in advance for accurate and complete service. This claim by the newspaper underscores my concern for an accurate accounting of the credit we are owed.

  2) The complaint filed with the BBB did not request a personal telephone call. Any simple communication -- brief letter or anything similar -- giving even a simple explanation of the problems in newspaper delivery would have been satisfactory. Instead, we received no customer attention at all.

  3) This apology is truly inadequate. Each customer in ****** who was the recipient of such poor customer service should receive, at the bare minimum, a direct written explanation of what occurred and the steps being taken to assure the customers that this will not happen again.

  4) The "New *********** communicated with me by email correspondence  on three separate occasions. Their attempts at proper customer service should shame the local ********************** for their inadequate customer service.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/18/2023

  January 18, 2023
  ***************************
  3813 ************
  ******, ** 73013
  Daytime Phone: **************
  E-mail: *********************
  
  Complaint #********
  
  Please accept this as confirmation we have received ********************** rejection. I will address each topic below.
  
  ******************** has not lodged daily complaints against his carrier. The following dates are missed deliveries reported on January: 4th, 6th, and 15th. When subscribers use our automated systems are they given a choice of a credit or delivery the next day. ******************** chose to have his account credited; therefore, his expiration date was extended by one day with each complaint.
  ********************** desired settlement stated contact by the business, The information provided was to notify him our delivery team does not contact subscribers. The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issues. This affects an entire route, and the notice is displayed online and when calling the customer service number.
  Letters are not generated due to poor service unless it is publication wide. Our editors will also write articles if the concern again, affects the entire publication. 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.
  We cannot and will not speak of the **** Our customer service agents, whether via phone, email, or chat document the account and escalate any subscribers concerns to the carrier and their manager. When automated services are utilized, escalations are automatically sent based on the number of repeated complaints.
  I have once again, passed his concerns on to his carrier, their manager, and senior members of management requesting an immediate resolution.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer Answer

  Date: 01/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We consistently used the automated customer service. The dates referred to were dates in which we actually received our home delivery. There was no delivery on the dates referred to and for which we did file a complaint.

  We have now received the expected delivery since that disputed delivery week. We assume it is because the newspaper company has found a suitable carrier. We have had no reason to utilize the automatic service -- with the exception of inappropriately late delivery on Sunday January 15th.

  My original comment about the company's poor customer service response remains. The suggestion to the company to improve this service remains.
  
  Sincerely,
  
  ***************************