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:01/09/2025

  Type:Service or Repair 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 never knowingly signed up for a monthly account. I’ve notified my CC and talked to several reps to stop charging my CC and stop calling me. I’ve had (4) days of calls asking me about establishing my account. I’ve told each one to take me off their list and stop just stop

  Business Response

  Date: 01/09/2025

  Thank you for contacting The State newspaper. The account for John S******* has been stopped effective 1/1/2025. No further billing drafts for this account the email address and phone number have been placed on our do not call or contact lists. We apologize that you have been receiving calls after your initial request. If you have any further questions please feel free to contact our customer service department at 800-888-3566.

  Customer Answer

  Date: 01/09/2025

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

  Customer Answer

  Date: 01/09/2025

  I received another call today.  Just stop.  I do not want or need to re establish an account I never knowingly started.  You got your $$ out of me which was my mistake.  Now just stop harassing me and my phone 

• Initial Complaint

  Date:10/04/2024

  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.

  My mother (Peggy B******) has had a subscription to The State newspaper for many years. She switched to the on-line edition for about the past year. Yesterday we were notified by the bank that a renewal amount has been withdrawn from her account. She was not notified by the newspaper that the renewal was due. Mrs. B****** is 92 years old and currently a hospice patient. She is no longer able to get out of the bed, much less read the paper. We explained this situation to the State Newspaper staff this morning by telephone, but they said that they cannot refund any of the charge.

  Business Response

  Date: 10/04/2024

  Thank you for contacting the The State newspaper. We show the account for Peggy B****** was removed from the autopay program. A chat was done with an agent on 10/4 accepting an offer for a lower price and a gift card promotion. The digital subscription has been on an automatic payment system for the last few years with setting up autopay you authorize the State to process a payment with the billing information you provide. Our Terms of service can be found on our homepage regarding cancellations and policies. If you have any further questions please contact the customer service department at 800-888-3566.

   

• Initial Complaint

  Date:09/13/2024

  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.

  This is a monthly subscription to The State newspaper. This organization is making it very difficult (I think intentionally) to cancel the service.

  Business Response

  Date: 09/13/2024

  Thank you for contacting The State. 

  Checking Mr. ****** online subscription, the agent who chatted with Mr. ****** on 9/13/24 has already entered the stop on his subscription as of 10/06/24 which is the expiration date.

  Due to our Terms of Service, we do not refund and the account will be stopped on 10/06/24.   

  Thank you,

  The State

   

   

• Initial Complaint

  Date:04/24/2024

  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.

  On 4/5/24 I Paid for a monthly subscription to The State newspaper for my father, Jack T*****. Address is 2038 Lake Murray Blvd., Apt #5-102, Columbia, SC 29212. The account was under his son's name, Kelly T*****. The monthly subscription was $43.29 for digital and hard copies of the newspaper. The newspaper was to be delivered 6 days a week (no Saturdays). The paper was not showing up when they said it would. The paper would show up 3 editions at a time, 3 and 4 days late. I then noticed that they changed the delivery schedule from 6 days (which I paid for) to only 3. So I called on 4/15/24 to cancel. I was told they would only give me $34.40 credit and that I needed to wait 10 days. I called again on 4/24/24 to see where the credit was and they told me it had not been cancelled and that the money I paid was NON-REFUNDABLE. So I paid for 6 days a week, didn't receive them, and then they said it was NON-refundable. This is unacceptable and I want the full amount refunded to my account of $43.29 for not only not receiving the paper, but the time and aggravation that I've spent calling them. I've attached a copy of what was on their website when I signed up that was 6 days, and what my current account says, which is only 3 days.

  Business Response

  Date: 04/24/2024

  Thank you for your message to The State. Our records show the account was started 4/7/24 with a mail and digital subscription. The account was paid for 1 month. The printed paper was for Sunday-Friday and digital access was 24/7. The digital portion of the subscription was activated and registered for full access. Since mailed copies are produced, labeled and sent to the post office daily, the paper is delivered by the USPS each day with the daily email. Unfortunately, if the mail is having a delay in delivering mail, that would also include the newspaper. This could result in getting the papers 2 or 3 days at a time. However, the 24/7 digital access to the website, app and eedition are always available by 6:00am every morning.
  

  Effective Monday 4/22/24, there was a change in the printed paper from 6 days to 3 days. But, the digital portion is still available 24/7. The delivery process has changed, but the content and news is available 7 days a week. The State mailed and emailed out communication regarding the recent change. Our hope is you continue to read the news throughout the day and week in print and digitally. At this time, we have honored your request to have the account stopped prior to the expiration date and we will issue a partial refund of the amount left on the account as of the change 4/22/24. The refund will be in the amount of $28.00. Please look for the refund confirmation email within the next 24-48 hours.
  

  Please feel free to contact us at 800-888-3566 or [email protected] if you have any questions.
  

  Thank you

  Customer Answer

  Date: 04/25/2024

  I am rejecting this response because:

  This is not acceptable.  I was told by a rep.that the paper would be delivered on 4/7. I did not receive it.  I also did not receive the paper on 4/8, 4/9, 4/13 and 4/15. At that point, I called and cancelled the paper and was told i would receive a credit in the amount of $34.40 and that I should receive it within 10 days.  So, I had the subscription for about a week and only received a few papers.  No one wants to read old news. The subscription is for my 85 year old father.  He likes to read the paper, and does not have access to the digital version. At this point, I will accept a refund of the $34.40 that I was promised on 4/15 when I cancelled the subscription.
  

  Sincerely,
  Carol G******

  Business Response

  Date: 04/25/2024

  Thank you for contacting Columbia The State newspaper. The account for Kelly T***** has a refund being processed for $28.00 the remaining balance on the account. When a paper is missed a credit of one day is put on the account. Our Terms of Service do state we have the right to change the format of delivery at any time. The available refund will be applied back to the credit card on file. If you have any questions you can call our customer service team at 800-888-3566. 

  Customer Answer

  Date: 04/26/2024

  I am rejecting this response because: 

  I want to know why they are not willing to refund me the $34.90 that I was told they would refund.me when I cancelled the paper on 4/15?
  

  Just because the person working for them evidently didn't cancel it on their end, that's on them.  I want them to honor what they said.  

  Sincerely,
  Carol G******

• Initial Complaint

  Date:03/25/2024

  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.

  The State newspaper has announced it will not longer be producing the product I had subscribe to get. Home Delivery ends ! I called to stop my paper on their last day of publishing and home delivery. I WAS TOLD THEY WOULD NOT REFUND MY MONEY ...PAID IN ADVANCE. I WAS TOLD IT WAS THEIR POLICY NOT TO REFUND. THEY HAVE STOPPED HOME DELIVERY BY CARRIER WHICH IS WHAT I BOUGHT. I AM TOLD THEY WILL STOP DELIVERY ON APRIL 22...MY SUBSCRIPTION WAS TO EXPIRE ON MAY 22....I WANT A REFUND FOR THE DIFFERENCE. THEY ARE VERY ABRUPT AND NOT LISTENING TO THE CUSTOMER.

  Business Response

  Date: 03/26/2024

  Thank you for your message to The State. We are sorry to hear you are canceling your subscription. The news content is still available 24/7. The change in delivery is the change on how the news is delivered. It will be 3 days of print delivery by mail along with 7 days digitally. Please know we value your readership and we continue to add content to your subscription with newsletters, the daily eedition, breaking news, website access, apps and Extra Extra sections. Please contact us anytime if you change your mind and decide to continue the subscription.

  Our records show your account is set to stop 4/22/24 per your request. And, your request for the refund of $30.00 has been submitted and approved. Please look for an email from M******** confirming the approval for the refund.

  Please feel free to contact us at 800-888-3566 or [email protected] if you have any questions or concerns.

  Thank you

• Initial Complaint

  Date:03/01/2024

  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.

  On 12/19/23, an email bill from the state paper was received. We have always called to renew and no where on the bill did it state there would be auto renewal. Several billing amounts were offered based on weeks renewed. We assumed if we did not renew it would automatically cancel. However, later that month a sales person called and spoke with my husband trying to get him to renew. He told her we were not renewing due to cost and not really reading it and to cancel. We still were getting the paper on Sunday, but thought the cancelation hadn't gone through yet. We were out of town for over a week in late January, but still got the Sunday paper so I called again on February 5th and was told yes you are canceled. Continued to get Sunday paper and on 2/26 l got a letter from the state regarding mailing of the paper so I called again the next day and explained that we had canceled. I was told there was no record of cancelation or cancelation number. I was told I would be billed around 60 dollars for paper from 1/14/24 to present. We have never signed a contract stating an automatic renewal for the paper.

  Business Response

  Date: 03/01/2024

  Thank you for your email to The State. Our records show your account expired on 1/14/24. We are sorry to hear your cancelation request was not processed. The account is set to stop on 3/3/24. We also show your account is registered and activated for digital access. If you are interested in keeping digital access, please let us know. You would have full, unlimited access 7 days a week to the eedition of the paper, the website and newsletters. As requested, today 3/1/24, your account has been cleared to a zero balance. 

  Please feel free to contact us at 800-888-3566 or [email protected] if you have any questions or concerns.

  Thank you

• Initial Complaint

  Date:02/28/2024

  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.

  Two weeks ago (1/31/24) I tried to cancel, but was offered a much lower rate which I agreed to by telephone. Now they are stopping carrier delivery, cutting issues to 3 per week via snail mail and keep pushing the "E" addition which I said I don't use except Sat., which they discontinued delivery of last year. I called and said I had been misled and on April 22nd, 2024 when the new policy starts, to cancel the subscription and refund the unused portion which would have extended to Jan. 31st, 2025. They said no refund is the policy and no supervisor has the power to overrule this. Every-time I tried to explain the unfairness, the rep kept going back to a canned dialogue of how great the "E" edition is.

  Business Response

  Date: 02/28/2024

  Thank you for contacting the State Newspaper. The account for Richard M***** is paid until 2025 a letter was sent out about upcoming changes to delivery. Per out ***** of Service we reserve the right to change the delivery method of the paper. At this time there is no refund available. Our ***** of Service also state cancellations are processed on the next renewal date. Please use the link to go over the ***** of Service http://www.********.com/*****-of-service  We are working to ensure the change to postal delivery and the change to the frequency of delivery is a smooth transition. Our goal is to keep print delivery available along with promoting the added features and benefits of our e-edition. Mr. M***** is active for digital access and in the complaint above states has accessed it. If you have any questions please contact our customer service department at 800-***-****.

• Initial Complaint

  Date:08/01/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  2-2-2022 Offer to The State w/ Ck, for $208 was made: Terms-Deliver 104 wks of Daily paper to home: Depositing the Ck for payment was agreeing to terms. Ck posted 2-17-22. Delivery began 2-18. Delivery stopped 7-17-23: Reason-Nonpayment. Explaining to Customer Serv, person that was not correct, Prepaid subscription should end 2-17-24. Asked that paper for 7-18 be delivered by 1200 or BBB complaint would be filed. In '22, State raised weekly rates ~47.5%- Inflation. This action against any prepaid service is not customer friendly, unethical and likely illegal. That is the apparent logic The State used to stop my daily deliveries. A June 5, ;23 letter was sent to the State regarding this pending stoppage. No response and delivery stopped 7-17-23. I have paid for 104 wks of daily delivery and want it to resume with credit for missed deliveries since 7-18-23. Class action challenges against McClathcy/The State being studied as it is highly unlikely I am the only affected subscriber The State altered prepaid subscriptions deliveries.

  Business Response

  Date: 08/01/2023

  Thank you for contacting the State newspaper. The account for Ed ****** was stopped on 7/18/2023. Payment history is as follows payment of $124.80 was received on 1/5/2021 which paid from 12/7/2020 - 12/6/2021. A renewal notice was sent out on 11/1/2021 we send invoices 30 days in advance of renewal date offering the same price but included premium days which are an extra charge so the invoice for 52 weeks was $136.77 which would pay subscriber to 12/5/2022. The account was stopped on 1/14/2022 payment had not been received. Payment came in and posted on 2/16/2022 in the amount of $208.00  which would have paid until 7/26/2023. On April 5, 2022 a letter/email was sent out regarding our supply chain charge of .39 per week informing subscribers it would change their renewal date it also gave the customer service number in case there were questions or a cancellation request. The supply chain charge changed the original renewal date from 7/26/2023 to 5/7/2023. There is a balance on the account of $23.80 which has been removed from the account. If you have any questions please call our customer service department at 800-888-3566. 

  Customer Answer

  Date: 09/06/2023

  Renew notice rec'd.11-1-21. Notice showed 2 costs for 52 week renewal period, $126.77 vs "Your Rate (wkly)= $2.40 (Yrly:$124.80). Both rates were not accepted; VM to The State 11-30-21:"I am not renewing". Last paid delivery: 12-5-21. Paper continued to be delivered. Doc 2 letter (mailed to The State) to be delivered to BBB. Dated 12-26-21, it stated paper was still being delivered. This was not at my expense: Re:11-30-21 VM and fees for delivery were not reimbursable by me. Paper stopped being delivered 1-14-22 for non-payment. (any expected payment, $23.80, was NOT mine). The 11-30-21 VM about not renewing clearly shows no payments were coming from me once the paid subscription ended 12-5-21.

  Payment. by check #3674 /$208 mailed/rec'd by The State. It was accompanied by Doc.3 (copy to BBB) was a renewal proposal: A CONTRACT. If The State deposited the check (Pd. 2-16-22), The State was AGREEING to deliver the newspaper to my home for 104 weeks. This subscription period began 2-18-22 and should conclude 2-17-24. Contract Terms: $208 payment, Begin Date: 2-18-22, End Date:2-17-24 (any normal prepaid contract, i.e., Newspapers, Magazines, Insurance policies, etc. all contain these 3 basic items: Cost, Begin Date, End Date. plus unique terms). Essentially, The State has breached the 2-22 Contract by unilaterally adjusting (reducing) the agreed to "end Date" (by charging the new weekly rate for the remaining delivery period). This just plain wrong.

  The referenced subscription cost change made 4-5-22 pertained to all NEW subscriptions, not those in force by previous subscription agreements.  (I am not the only affected by this action by The State! It is unethical and illegal, by either party, to unilaterally change any contract terms and expect the change to be valid. That logic used by The State would then include my right to notify The State that I wanted the 104 wks. of delivery to be increased to say, 125 wks. w/o any additional payment. Both alterations to the 2-22 agreement would be and are invalid and ludicrous.

  My phone call to The State Customer Service Rep on 7-18-23 concerned no paper delivery that morning: Reason: Non Payment. I paid $208 for 104 wks. of home delivery and the $208 paid/was accepted by The State; the time period is as stated above. Trying to use the $208. to backcharge my account for $23.80 for papers derived 12-6-21 to 1-14-22 is wrong and an improper use of the contract funds. Likewise, wanting to charge an  increased amount for deliveries after 4-5-22 is also improper use of the $208 they received.

  I want my deliveries to resume, and a new delivery end date be established and agreed to.

  Business Response

  Date: 09/08/2023

  Thank you for contacting The State newspaper. As stated previous response regarding shortened renewal date. Payments are processed through an electronic process notes on the invoice sent in with the payment may not be read due to a machine processing those payments. Our Terms of service state if you are not eligible for a specific discount your payment may be prorated to the current price available.  The account for Ed ****** was stopped on 7/18/2023. Payment history is as follows payment of $124.80 was received on 1/5/2021 which paid from 12/7/2020 - 12/6/2021. A renewal notice was sent out on 11/1/2021 we send invoices 30 days in advance of renewal date offering the same price but included premium days which are an extra charge so the invoice for 52 weeks was $136.77 which would pay subscriber to 12/5/2022. The account was stopped on 1/14/2022 payment had not been received. Payment came in and posted on 2/16/2022 in the amount of $208.00  which would have paid until 7/26/2023. On April 5, 2022 a letter/email was sent out regarding our supply chain charge of .39 per week informing subscribers it would change their renewal date it also gave the customer service number in case there were questions or a cancellation request. The supply chain charge changed the original renewal date from 7/26/2023 to 5/7/2023. There is a balance on the account of $23.80 which has been removed from the account. If you have any questions please call our customer service department at 800-888-3566. 

• Initial Complaint

  Date:07/19/2023

  Type:Billing 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.

  In April of 2023 my 7-day subscription to The State came up for renewal. I had not been receiving any newspapers since February. So I requested the subscription be cancelled. Their customer service person convinced me to let them try again, so I agreed to a Sunday and Wednesday only subscription provided they could actually deliver it. I agreed to give them two weeks, and I agreed I would report any missing papers. I never received any papers and I report them all missing. When I received a bill for the amount of the subscription, I requested the paper be cancelled again. Since I had not received any newspapers. Today they turned my account over to ARM Solutions for dunning. I refuse to pay for a product I did not receive.

  Business Response

  Date: 07/19/2023

  The balance of $ 124.22 has been cleared on Mr. F*****'s account.  ARM Solutions has also been notified.

  Please disregard any notices dated prior to today's date of 7/19/23.

   

  Thank you

  The State

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20341657, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  John ******

• Initial Complaint

  Date:06/12/2023

  Type:Billing 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.

  We formally notified the State Newspaper on November 1 of our decision to cancel our subscription - per attached e-mail. I also spoke with multiple customer service reps before and after that date about our decision to cancel the subscription. Yet we have been billed $94.55 for service after that date, and our account has been referred to A.R.M Solutions, Inc - a collection agency.

  Business Response

  Date: 06/12/2023

  The balance of $ 94.55 has been cleared with Arm Solutions.

   

  Thank you,

  The State

  Business Response

  Date: 06/13/2023

  Thank you for your message to The State. Our records show your account was cleared of any balance due on 5/30/23. This has also been cleared with ARM Solutions. Please note, ARM Solutions is a non-reporting collection company and this not appear on any credit report. 

  Please feel free to contact us at 800-888-3566 or [email protected] if you have any further questions or concerns.

  Thank you

  Customer Answer

  Date: 06/15/2023

  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,
  
  Lynne R*******