Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My library has an annual subscription with the Statesman Journal that is on autopay and charges the city credit card in July. On July 5, 2024, I received a letter that informed me that for the coming year, "your subscription rate will be $65.00 per month, plus applicable taxes" which amounts to $780 for the year. When I received the **** bill in August, $923.94 was charged to the account. I called the business on 8/7/24 and spoke to ****. He told me that the $923.94 amount was for some kind of "premium" subscription. I told him repeatedly that I did not want this service, and I wanted to pay only what was quoted in the letter. He finally told me I would receive a $143.94 refund within 7-10 business days. The **** bill in September only reflected a refund of $36.00. On 9/12/24, I spoke to ***** who promised a $108 refund within 7-10 business days. No refund was reflected on my Oct. bill. On 10/22/24 I spoke to Summer who promised a refund of $107.94. No refund on either my November or December bill. Obviously, speaking to them on the phone is a waste of time. I would appreciate your intervention. Thank you.

  Business response

  12/26/2024

  The Statesman Journal regrets this customer's poor experience.  We have provided the requested refund and made the appropriate billing adjustments to avoid any future problems.  We emailed the customer informing them of the steps taken to resolve this matter and provided them with our direct contact information in case further assistance is required.

  Customer response

  01/09/2025

  
  The business did contact me directly the following day. They say they have refunded my credit card. I will not know if that is the case until I receive the newest bill. I am going on vacation and will not be back until Jan. 9, 2025. Thank you for your help.
  
  ****** A. *****, MLIS
  
  

  
  

  Customer response

  01/09/2025

  The day after our complaint, someone from the Statesman Journal both called and emailed to assure us that the refund would be issued and apologized for the continued delay. A credit was issued to the credit card on 12/17/24. The issue is resolved. Thank you for your help.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called in January 2023 to cancel my Statesman Journal subscription. The person I spoke to said they cancelled it and that I wouldnt get charged. Starting in October 2023 I was charged $11.99/month and have continued to be charged until now (Jan ****). I have called in AGAIN to cancel and get a refund. They said they have cancelled it and have sent no communication saying it was cancelled. I have also filed with my bank to dispute the charges.

  Business response

  02/06/2024

  The Statesman Journal regrets the frustration experienced by this subscriber.  We confirmed this subscription has been successfully cancelled and have initiated a refund for the disputed amount.  We emailed the customer to inform them of the cancellation and pending refund.  Direct contact information was provided in case further assistance is required.

  Customer response

  02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cancelled the Statesman Journal on 3/12/23, was told I would get a refund of $22.15. Have probably called 10 + times. Always receive an answer, agreeing that the refund is in the works but that it will take **** days to get the money, to be patient, it is in progress. You only can talk to people in ***************. They say bookkeeping is done in **** but they can not give me a phone number. 2 weeks ago I was told, that they "wrote off" the $22.15 but they will have it "investigated" and reinstated. It will take **** days again.I went to *****************************************, ** their address, and other office tenants laughed. They said nobody is ever there. It's an empty office. I think people in *************** pocketed the money. I would like to get it back. It now is the principle. Very shady company.

  Business response

  07/27/2023

  The Statesman Journal regrets this customer's poor experience.  We are reviewing this experience and will take coaching and personnel action as needed to address any shortcomings on our end.  We are issuing a refund check for the remaining balance on this subscription, which the customer will receive within 2-3 weeks.  We left a voicemail message for the customer, informing them of the pending refund and providing direct contact information in case further assistance is required.

  Customer response

  08/15/2023

  This is to inform you that I received a check dated 8/3/2023 for a refund of $22.15 from Gannett *********************** Center
  
  Before that I also had received a nice phone call from a person named ***** in *********, ** that the refund will be made and I should receive it within 2-3 weeks which I did.
  
  Thank you so much for your help.  Your service is wonderful.  
  

  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been disappointed in the service of this company (newspapers in the street, soaking wet papers, not giving a refund for papers not delivered because of vacation hold, etc.) I decided to cancel and went online to do so. I saw that my subscription was supposed to be $28 a month. As I check my credit card statements (for auto payment amounts, I saw that for at least a year I have been charged $40. When I called I was told it was for the premium package (which I never signed up for, didnt even know what it was). They said they could not refund but could take the premium part off the subscription for the future. I cancelled my subscription. I dont know how long I have been overcharged $12 - I was afraid to go back further because it is so upsetting. A refund of $144 (a year of overcharging) is the very least they should do if they care at all about their customers.

  Business response

  12/14/2022

  The Statesman Journal regrets the frustration experienced by this subscriber.  We spoke with them, apologized for the poor experience, provided a subscription billing adjustment and direct contact information in case further assistance is required.

  Customer response

  12/14/2022

   
  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

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My digital paper subscription came up for renewal at $59 per year. I was notified on July 25th that a payment was coming due. Our credit card had expired so no payment was posted. On Aug 8th 2022 I called and said I wanted to cancel. I didn't want to renew at $59 per year since there were discounts offered on ******** of $22 for TWO years. I was told I could have the discount for the renewal, and gave them my credit card number. My card was charged that day for the $59, that I said I would not renew at. I did not access the subscription and officially cancelled on Aug 8th after getting charged the $59. I have been trying ever since to get the refund but have been told they would look into it and just wait **** days. I called again today and now it is they would look into it just wait ***** days. I should get my refund since I told them I DID NOT want to renew at the $59 price. thanks - *****

  Business response

  09/21/2022

  The Statesman Journal regrets the frustration experienced by this subscriber.  We have initiated a refund which should be processed to the customer's card within the next few business days.  We left a voicemail for the subscriber, informing them of the pending refund and providing direct contact information in case further assistance is required. 

  Customer response

  09/30/2022

  My BBB complaint was closed but I need it to be open still.  I was waiting for the Statesman Journal to post the refund to my credit card which they said would take 3 or 4 business days.  I called after the 4th day (9/27)  and no refund,  and was told they would look into it AGAIN.  I have not heard back from them since then.  Would you please reopen my complaint.
  thanks

  Business response

  10/20/2022

  We requested a refund be processed for this subscription but found that the charge had been disputed by the customer's financial institution.  This left no balance on the subscription account to refund.  We followed up with the customer and informed them that unless the dispute with their financial institution was reversed, we cannot process a refund.  We advised the customer to follow up with their financial institution.  Direct contact information was provided in case further assistance is required.

  Customer response

  10/27/2022

   
  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

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several months back a person called to try to get me to subscribe to their publication for $1/month. I told them the only thing I would use their paper for was to start fires in my firepit. The man said that was fine. I found out that they sent a bill, that my wife unknowingly paid, for $27 for the first three months. Then they billed me for $52.91 for the next two months. I called to cancel all service and tell them to pay back everything over the $1.00/month as agreed. They said they could cancel, but that I would still owe a prorated sum.This is fraud and I would like $24 paid back to me.Thank you for your help.********************* **************

  Business response

  09/16/2022

  The Statesman Journal regrets the frustration experienced by this customer.  We spoke with them, apologized for the poor experience and provided a credit adjustment which will prompt a refund to their card.  We are reviewing the customer service experience and will take appropriate action to address any coaching opportunities for our team.  Direct contact information was provided in case further assistance is required.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mother passed away April 1, 2022. I phoned to cancel paper and get refund in the amount of $160.84. I believe the first call I made was 4/5, Called back for status. They said check mailed 4/6. I let them know we did not receive and asked that they verified it had not be cashed and to reissue. I believe I made this call 6/15 Called 7/15 for status. Was told it looked like call did to get forwarded no action was taken. Was told this time concerns would be forwarded to the correct department and I would receive a call back or email letting me know the status. No contact made by Statesman. All I want is for my mothers money to be returned to her estate so we can proceed closing out her affairs.

  Business response

  08/17/2022

  The Statesman Journal regrets the frustration experienced by this individual.  We confirmed this refund check is outstanding with the bank and have voided and reissued it.  We spoke to the customer and informed them the refund check will be reissued to their address.  Direct contact information was provided in case further assistance is required.

  Customer response

  08/17/2022

   
  Complaint: 17642858
  
  I am rejecting this response because:
  I was not contacted by the statesman journal with their findings. I will accept the findings and say the issue is resolved once I receive the check. I have been told the check is in the mail toooooooo many times.
  Sincerely,
  
  *******************************

  Business response

  08/25/2022

  We spoke with the customer again and confirmed they have received the refund check.

  Customer response

  09/01/2022

   
  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

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The Statesman Journal is over charging me monthly. My monthly rate is $28.00 but they charged my credit card $42. When asked I was told it was for premium content." I requested the removal of this premium content and was told it is a bundled package. Online, my account information clearly displays the rate of $28/month yet I get charged more without any explanation other than calling? That sounds like fraud to me.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Multiple transaction dates [undelivered newspapers] beginning in September of 2021. We have kept records of the dates newspapers were not delivered [but we continue to be charged as if we had received all of these newspapers. We have reached out to the Statesman Journal [several times] for credit for the undelivered papers to no avail [see the note sent to the Statesman below]. We are simply asking for a credit or refund - that is all. 3-15-2022 Dear Statesman Journal: My wife [and I] have contacted your representatives multiple times over the past few months regarding credit for undelivered newspapers. We reached out to your representatives on Oct 24, Nov 6, and Feb 2 via written communications. We also reached out on other occasions via phone. We have not received an answer regarding a credit [or refund] due to us for twenty-four days of undelivered newspapers from last September to present. Dates we did not receive a newspaper: Sept 5, 6, 21 28; Dec 24, 25, 30, 31; Jan 1, 3, 4, 7, 13, 15, 20, 27, 29; Feb 6; Mar 15. [Based on our written records]. According to our calculations the average value of each newspaper [for the above time frame] is $2.21. 24 papers x $2.21 / paper = $53.04 credit or refund due now. We have been patient with you over the past few months and have communicated our concerns in good faith. However, we are now asking that the above credit or refund be given to us by March 25, 2022. [We have not yet heard anything from the Statesman. We believe this situation should be very easy to resolve and we are very frustrated that the Statesman would treat customers [in our case 30+ year customers] so badly.]

  Business response

  04/12/2022

  The Statesman Journal regrets the frustration caused by our delivery errors.  We've escalated this matter to our distribution management team for review and correction.  We have also applied the requested credit adjustment to this subscriber's account.  We left voicemails and emailed the customer, informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.

  Customer response

  04/12/2022

   
  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

  03/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ****** Statesman Journal owes me $Ive been paying for the newspaper for 50 years loyal customer. Nov ******************************************************* Nov 2021-Jan2021 I was paying for a newspaper I didnt receive. They offered me free February newspaper which Ive yet to even receive. I canceled the newspaper and asked for a refund for Nov 2021-Jan 2021. No refund and still charging me for canceling. I want them to stop charging me for a newspaper Im not receiving and refund the money. This is so unprofessional and 0% customer service!!

  Business response

  03/23/2022

  The Statesman Journal regrets the frustration experienced by this customer.  We have initiated a refund which will be issued via check and be delivered to the customer via US mail within the next 2-3 weeks.  We left a voicemail for the customer informing them of the pending refund and providing direct contact information in case further assistance is required.

*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. ↩