ComplaintsforErie Times News

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wrote a check for $13 for a discounted 3 months subscription to the Times News on 4/24/24. I began receiving papers on 05/19/24. I checked my bank account several times to see if the check had been cashed and it was not. On 05/29/24 there was an ACH withdrawal from my checking account for $13. I DID NOT authorize any ACH withdrawals from my account. My credit union said I should contact Gannett to settle this but I know from past experience that they will only stonewall me and continue to take withdrawals in the future. Do I not have the right to cancel an ACH from my account that I never agreed to?

  Business response

  06/07/2024

  June 7, 2024
  
  ****** ****** **** * **** ** ***** ** ***** ******* ****** ***** ******** ******* *****************
  ********* *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *** ****** and his subscription to the Erie Times News, account ************ *** ****** responded to a direct mail promotion offered by the paper of $13.00 per month for 6 months converting to $40 after the 6-month period has ended. Because the offer was not received into a lockbox but by a customer service center to be manually entered to start the promotion, the check was entered as a 1 time ACH payment since not being processed by a bank. It was a 1 time, initial start occurrence, and *** ****** will be sent a bill to submit payment for future billing to be sent to the lockbox for processing.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Re: ****** * ***** Account#********** My father was admitted to ***** ****** ****** ** **** ***** ******* **** ** ***** on November 13th. Called Erie Times News to change delivery location from his apartment to LSL on November 16. Called again on January 9, 2024 to cancel subscription because he passed away on January 7. I was advised a refund of $118.69 would be processed January 23. Provided my address. Called again January 23 and was advised they mailed to ***** and ***** advised me they would have returned to sender if received. Called February 13, March 1, 8, 15, and 22. No one can confirm chech was ever sent or returned or cleared bank. Asked to speak to supervisor and could not. Asked to have supervisor call me and as of today April 3rd no call. Have given my address 4 or 5 times. Every time I call I am told "Will be processed in 15-20 business days. Seven phone calls and no resolution

  Business response

  04/09/2024

  
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ****** and the newspaper subscription for ****** ***** to the Erie Times-News. We have been in contact with Ms. ****** and have received the required legal documentation to get the refund issued properly per legal guidelines. The paperwork has already been submitted to our legal department to have the original refund check voided and reprocessed per the documentation.
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

  Customer response

  04/13/2024

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

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  About 8 months ago, I signed up for a promotional offer with the Erie Times News where I could get a digital subscription for 6 months for a low price (something like $1.99). I called and canceled my subscription after 5 months. I didn't get any sort of a confirmation that the cancellation went through, but I assumed that it had. Today I noticed that for two months I have been charged $19.99 per month for the subscription even though I canceled. I called and canceled again, but the representative said that I couldn't be refunded because there's no record of me canceling previously. Note: In my attached screenshot, the transactions on my credit card statement say that they were made to Gannett Newspaper. That's the parent company that owns Erie Times News.

  Business response

  04/01/2024

  
  
  Please accept this as confirmation we have received a complaint from your offices regarding *** ******* and their eNewspaper subscription to the Erie Times News. If a cancellation is requested, it is processed at the end of the current subscription term. There was a stop on the account for the expiration date 04/26/24.  
  
  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.  As a one time courtesy we will stop the account on 04/02/24; billing and access will cease on this date.  We will issue a refund the last 2 payments. Please allow 7-10 business days to process refund back to the card ending in ****. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer response

  04/01/2024

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

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been receiving multiple emails from Erie Times News for almost 2 years. Thoughsands of emails. I have unsubscribed, called, done all the things to try to stop these emails form coming through. Every time I have been told it will be done and it never is. I just want these emails to stop.

  Business response

  03/07/2024

  
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******* ********. With the information that was provided we have been unable to locate anything with her email attached.
  
   I have contacted Ms. ******** regarding the removal of her email. I explained that I will request for her email to be removed from the system but this may take a few weeks. I provided my name and contact information if she has any further issues. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  They stated placing an ad would be $27.00, and it was $35.25! And the customer service never called me to help place the ad!! They promised a supervisor would call, and never did!! And their illegitimate website was incorrect about the pricing for classified ads! And I wanted to sell some Christmas dog collars under pets but that was $310!! When it should have been $27! So I was forced to sell them under "stuff in a seasonal" category And, (THE LIST GOES ON AND ON). THE AD WAS SUPPOSED TO GO IN FOR 7 DAYS STARTING ON DEC 6TH, SO THEY MESSED THAT UP TO BY STARTING ON DEC 5TH! THIS COMPANY IS A TOTAL JOKE, NO CUSTOMER SERVICE AT ALL AND NO WONDER WHY THERE ARE ONLY A FEW ADS IN IT!!! I WANT A REFUND RIGHT NOW..

• Initial Complaint

  10/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  For months, our newspaper (Erie Times) has been thrown on our driveway. On Sunday, Oct 29, it was in the middle of the drive despite the pouring rain. It was completely soaked. A call to customer service advised we would receive a paper within two hours. Never happened. We have no idea who our carrier is. Attempts to speak with someone at the paper is impossible. We are asking that instead of throwing the paper on the drive, throw it on the porch. Would also like to know who is our carrier. We have never had an issue until this summer. Totally dissatisfied with delivery and your system for customer service.

  Business response

  10/31/2023

  
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********** and the delivery of the paper. We apologize for any frustration this may have caused. We have reviewed the account and see that the route for Mr. ********** is open. 
  
  More often 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.  
  
  We apologize that some of the newspapers have gotten wet upon delivery. To ensure that we can complete deliveries to all of our customers in a timely manner each day, we will now only deliver the paper to your driveway or as close to your residence as possible. We can assure you that we remain committed to providing the best service possible, which includes consistent and timely delivery.
  
  
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  
  
  
  
  
  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Long-time subscriber to newspaper. Request delivery driver place newspaper between outer and inner door to keep out of elements. This request is not honored and newspaper is thrown in random spots. on. step or porch. Have made repeated phone complaints to publisher and no action to remedy has been taken. This situation has been ongoing throughout the summer.

  Business response

  10/24/2023

  
  
  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. Earlier this year, we went to a "no porch delivery" policy. Our carriers are independent contractors and are only required to deliver the papers to the driveway or paper box. This had to be done to cut back on the time that it was taking the carriers away from getting their routes delivered as it was causing delays and our papers not getting delivered by the required deadlines. Although we would like to be able to accommodate all of our customers in their requests, sometimes it is just not possible and policies have to be put into place.
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  08/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid for a subscription on 8/11/23 for Thursday Friday and Sunday delivery to start on 8/17/23. The money has been taken out of my bank but have received no paper for Thursday or Friday. There is no live person to talk to, all I get is automated. I want to know the the issue is in delivery as I cancelled my previous subscription last year due to this problem and no one seems to help. In the end if this cannot be resolved I want a refund of $9.00.

  Business response

  09/07/2023

  
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ****** and her delivery issues. Based on her account she terminated it with an agent on 8/22/23. We have processed a refund in the amount of $9.00. This will reflect within her credit card in 7-10 business days. 
  
  Thank you. 

  Customer response

  09/07/2023

  
  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. 
  
  Regards,
  
  *** ******

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I recently resubscribed to the Erie Times News for their promo of $1.00 for 6 months. So, I go to read an article the moment I subscribed, and the website tells me I need to be an active subscriber (I go to look at my account it says I'm not an active subscriber). I check my bank account, and they definitely took my $1.00. So, I reach out to their customer service, and I was told I must wait 48hrs to be able to read articles. I waited the 48 hours, and I still cannot access articles. I call again and have been told they could send me a link to the scanned paper via email, even though I had asked for a refund and was told their business does not do refunds. I was then advised to not resubscribe after the 6 months if I wish to cancel. Since I can't get a refund (though I'm not worried about getting a dollar back, it's the principle of the matter here) I opt to get the link sent to my email to access the paper, and this works for all of two days and now I get a notice that says I'm not longer subscribed. So, I've paid for a service that I can't access or utilize at this time.

  Business response

  08/10/2023

  
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******* and her eNewespaper subscription to the Erie Times-News. Based on her account Ms. ******* did not activate her digital subscription and this is why she was unable to obtain access. Her eNewspaper subscription will resume on 8/11/2023. Once she logs in, she will need to click on her name in the top right corner of the website and choose the 'Activate Now' blue button. She will be taken to a screen where she will enter her last name and select the account number from the drop-down and enter **********. This will allow access to her subscription. We apologize if Ms. ******* did not receive these instructions via email when her order was submitted. 
  
  Please note, these steps will not work unless the account is active, we ask that Ms. ******* wait until 8/11/23 to complete. 
  
  Thank you. 
  
  

  Customer response

  08/11/2023

  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.
  
  Erie Times News is saying that I am not subscribed to the eNewspaper/Digital Access, attached is my receipt/confirmation of the service I subscribed to on 7/26/23.
  On 8/9/23, I received a survey asking for feedback on why I was cancelling, which I never did cancel, and in order to cancel you need to contact a third party.
  Today when looking at my account, I see that my subscription was stopped, and that I don't have a defined product, but still signed up for e-billing. Even though I never actually cancelled my subscription, and even when I wanted to when I was fed up two weeks ago I couldn't do that on my own and had to make a call to a call center.

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

• Initial Complaint

  03/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have continued to receive promotional and marketing emails from Erie Times News long after I have unsubscribed multiple times. There is no excuse for this predatory behavior. I will be reporting them to the FTC for violating the CAN-SPAM Act and I request that Erie Times News immediately cease sending me any further promotional communication.

  Business response

  03/31/2023

  
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. **** and the delivery of unwanted email Newsletters and solicitations. We apologize for any frustration this has caused. I have requested his email address is removed from all correspondences going forward. This can take up to 7-10 days to be fully completed.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  
  
  

  Customer response

  04/10/2023

  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.
  
  

  My latest promotional email was received on April 7th, exceeding the timeline given to me by the company. This company is willfully violating consumer rights and openly lying about resolving the issue. If the emails do not cease from this moment forward, it will be a clear violation of the CAN-SPAM Act and will necessitate legal action. I can only speculate, but if this is also happening on a wide scale to many people, a class-action is almost guaranteed. Any company that takes advantage of consumers for a quick buck deserves to pay the price. 

  
  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. ↩