ComplaintsforThe Commercial Appeal

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a trial offer 2 years ago. There is not any mention of charging my credit card after the trial period on my order confirmation. There is not any mention of the terms after the trial period is over on my order confirmation. I did not receive any notice of it ending as is customary and they charged my credit card without any notifications. I called and they cancelled my subscription but they would not refund the charge and they would not allow me to speak with any other representative of the company to escalate this. I called the day they charged my card. I am only trying to get them to refund the $9.99 they charged that I never authorized. There is not any mention of continuing the subscription after the trial period is over.

  Business response

  02/23/2024

  The Commercial Appeal regrets this customer's poor experience.  We are issuing a refund for the requested amount.  We spoke with the customer and informed them of the pending refund.  Direct contact information was provided in case any further assistance is required.

  Customer response

  02/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***************************

  **********************************

  ************, ** 38017

  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer with ********************** for many years. I have been trying to pay my bill on-line and by phone, but have been told that I did not have a bill, due to delivery issues and credits. I decided to put my credit card on file, so that when I payment was due, it would be taken without delay. Last month I checked my account and noticed $440. 06 plus an overdraft fee from the bank was removed from my card instead of the normal $11.99. I called the number from the website and the agent stated that I owed from February of 2023. Which, at that time would have been around $84, not $440.06. I contacted my bank to put a stop on the payment and create a dispute on the charge. I contacted the company through chat with a brief summary of my issue. I was told that I have the premium subscription and that I have not paid since 2019. I did not subscribe to any premium subscription and my account states that my subscription is Sunday through **************** (did not order) for $11.99 a month. I have also tried to cancel my subscription twice since this has happened and I am still receiving the paper and the $440 is now up to $469+. I tried to pay my normal monthly bill and the website will only accept the full amount the Appeal says I all of the sudden owe.

  Business response

  12/06/2023

  The Commercial Appeal regrets this customer's poor experience.  The charge was disputed and returned by the customer's financial institution.  We have cancelled this subscription and cleared any balance due.  We've attempted to reach this customer and have left voicemails and emailed them, informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my account on 9/27 via chat and took a screenshot of the conversation for documentation purposes. Even after that date, they continued to charge me. On 10/29, I once again canceled the account via chat and received an email confirmation stating that the account had indeed been canceled. I initiated a chat conversation again because I was unable to remove my credit card from my account. I was instructed to call customer service because removing cards isn't something chat is capable of doing. I called customer service to ensure that the account had actually been canceled, the refund for the two months had been applied and to have the card removed. I spoke with **** and she was of no help. She argued with me about the account saying that you're unable to cancel via chat and told me that the account wasn't canceled because I didn't receive an email confirming the cancellation. When I confirmed that I actually had received an email confirming the cancellation, she said that it was sent in error because accounts can only be cancelled by calling. When I told her I had a screenshot confirming that the account had been canceled 9/27, she continued to say that accounts can only be canceled via calling & there would be no refund applied because I didn't call. She also said the card couldn't be removed until 11/29, the cancellation date. I told her if I called on 9/27 & 10/29, why do I have to wait until 11/29 to have my card removed. She continued to say the card couldn't be removed until 11/29. I asked to speak to a supervisor and she advised me that I would be told the same thing by a supervisor. I told her I no longer wanted to speak with her and again asked to speak to a supervisor. She put me on hold then came back and said a supervisor wasn't available and would only give me the same information she already gave. We ended our call and I immediately called ***************** who blocked the merchant and filed the dispute against the company.

  Business response

  11/02/2023

  The Commercial Appeal regrets this customer's poor experience.  We are reviewing our chat logs and will take appropriate personnel action to address any mishandling by our customer care team.  We have initiated a refund, which will be issued to the customer's card within the next few business days.  We emailed the customer and informed them of the steps taken to resolve this matter.  Direct contact information was provided in case any further assistance is required.

  Business response

  11/10/2023

  The Commercial Appeal regrets this customer's poor experience.  We are reviewing our chat logs and will take appropriate personnel action to address any mishandling by our customer care team.  We have initiated a refund, which will be issued to the customer's card within the next few business days.  We emailed the customer and informed them of the steps taken to resolve this matter.  Direct contact information was provided in case any further assistance is required.

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a subscriber to the Commercial Appeal since December,2016. In June, 2022, I quit receiving daily papers and received only the Sunday editions. All the while with every phone call to their representatives located in ***************, I was assured that I would get a daily paper! That was a lie! From June 1,2022 to May 12, 2023, I have paid $309.83 for daily delivery to ************************************************. Since November,I have received one and sometimes two Sunday editions ONLY! I can get NO resolution to this problem. Each person to whom I speak,in the Phippines, pretends that my subscription is on track!

  Business response

  06/05/2023

  The Commercial Appeal regrets the frustration experienced by this subscriber.  We escalated this matter to our distribution management team for review and correction.  We spoke with the customer apologized for the poor experience, provided an account adjustment and direct contact information in case further assistance is needed.

• Initial Complaint

  12/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled my subscription back in September when my last subscription ran out. I have called, I have emailed, I have written letters and I am still receiving papers and I DO NOT WANT THEM. This has caused me problems because Im an elderly person and having a pile of papers outside my door is unacceptable. It is dangerous because it looks like no one lives there when there is a pile of papers sitting outside. So, I have to constantly bring them in. Why is it so difficult to cancel a subscription. This is beyond anything I have ever seen in my entire life!!! I call and Im told time and time again that its canceled but it is not. I want papers to stop being delivered to my house !!!

  Business response

  12/19/2022

  The Commercial Appeal regrets the frustration experienced by this former subscriber.  We've escalated this matter to our distribution management team to ensure delivery stops going forward.  We left a voicemail for the customer informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In December of 2020, we started a subscription to the Commercial Appeal as a Christmas present for our son and daughter in law for the Sunday newspaper.The paper was delivered all during 2021 until late December of 2021 when deliveries stopped. It was to be delivered to 184 ****** Cove, about 3 blocks from us. ( sons house). About 8/3/22 we noticed the bill went up to $43.20 a month for 4 sunday papers!!!! We asked ****** (daughter) if she stilled wanted the paper. She said, No, we haven't received the paper since December of last year, we thought you cancelled it. The Comm Appeal has continued to auto draft our account every month. ******* was $24.00, February to **** was $30.00 each, July was $33.74 and August was $43.20 for a total of $250.94. I have called 4 times in an attempt to get the paper delivery restored with no luck. They did deliver 3 or 4 in august and 1 in September but I cannot get them to continue the deliveries.At this point, I just want a total refund.Please help me if you can. I can provide proof of the charges levied.Respectfully,***** and *** *********************** ************************************************************** ************** or 355-9744 ******************

  Business response

  11/14/2022

  The Commercial Appeal regrets the frustrations experienced by this customer. We have verified non delivery at this location. We are issuing a refund to this customer in the amount of $250.94. The customer has decided to keep the subscription, so we are partnering with our delivery team to ensure proper delivery of the paper moving *************** contact information has been provided to the customer if further assistance is needed. 

  Customer response

  11/14/2022

   
  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

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I called to cancel my mother's subscription to The Commercial Appeal(USA Today) I was asked the reason why. I told the operator I wish to keep the reason private. The Operator told me they could not cancel account without a reason. If this is the actual policy and procedure of The Commercial Appeal(USA Today) that they have to have a reason for the cancellation I find this troubling. In essence The Commercial Appeal(USA Today) is bullying customers(soon to be former customers) into possibly providing private information or reasons for their cancellations and if no reason given The Commercial Appeal(USA Today) will not cancel the subscription. This practice may even be illegal by forcing an individual to continue to paying for a service the customer has said they no longer wish to receive or pay for.Last time I checked in a free market economy a customer may not be compelled to give a reason they do not want to purchase a service or a reason why they want to discontinue a service. The provider may ask but if the customer wants to keep the reason(s) to themselves the provider is out of luck.I would like to be contacted by The Commercial Appeal(USA Today) and find out if the operator correctly told me their policy. Additionally if it is their policy not to cancel with out a reason I would like The Commercial Appeal(USA Today) to change their policy to include in their policy a check box for "no reason given" so the customer may choose when they want to keep their reasons private.

  Business response

  07/22/2022

  The Commercial Appeal regrets the frustration experienced by this subscriber.  We emailed and left a voicemail for them asking that they provide their mother's subscription details so we can ensure the subscription is cancelled as requested and review their customer service interaction and take personnel action as needed.  Direct contact information was provided and we look forward to hearing back from them.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a disabled veteran from active duty service I want my paper on the front porch I have had four knee surgerys and I almost lost my right leg above the knee

  Business response

  07/22/2022

  The Commercial Appeal regrets this customer's poor experience.  We generally cannot guarantee delivery placement on a customer's porch, but we have escalated this matter to our distribution management team for review and asked that they honor this request if possible.  We've spoken with the customer and they have our direct contact information in case further assistance is required.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/4/21 I received a charge of $30.04 for the Commercial Appeal Sunday edition, only. I called the customer service number that day to cancel my subscription and requested a refund. I had previously been paying a little less than $5/month for the one day edition. The representative told me that I would receive a refund in 7-10 business days and could continue the previous monthly charge for the next 12 months. The following Sunday, no paper was delivered; however, on 10/6 I received a credit in the odd amount of $11.99. I called again and spoke to another customer service representative and was told the subscription had been canceled and had no record of the previous conversation I had on 10/4. I again requested the balance of my refund ($18.05) and was told that it would be another 7-10 business days before I would see a credit. On 10/25 I called again and asked for the "billing" department and spoke to a representative named Billy (or so she said). I again requested my refund and was told I was actually owed $19. She told me how lucky I was because this time I was speaking with someone in billing who could take care of this right away! In just another 5 business days I would receive a credit. This time I waited 7 business days to call and spoke with someone else in "billing" on 11/3 who told me I would receive a credit in 3 business days; she could guarantee it. I asked her to confirm that since I spoke to her on Wednesday I should receive my credit by Friday, 11/5. Of course, she replied. Obviously, I have yet to receive a credit after speaking with four different people. It is clear that Gannett/Commercial Appeal has a policy of telling their customer service representatives to "string along" anyone with a complaint or requests a refund for cancelling a subscription. This is an unfortunate policy for a major business. At least two of the representatives pretty much indicated they couldn't care less and sounded irritated that I called.

  Business response

  11/18/2021

  Consumer Response /* (2000, 5, 2021/11/09) */ *************************************8:28 AM (3 hours ago) to me Hi *****. Perhaps it is coincidence, but I received a refund from the Commercial Appeal today. Therefore, I believe my complaint had been resolved.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received a billing statement with unauthorized charges. The real problem is that I am unable to reach this business in any way. I tried yesterday via phone for 30 minutes on 2 separate occasions. No one picked up nor was I able to leave a message. I sent 2 email messages but receives error messages that their system was not accepting messages. I also was notifying them that I wanted to cancel my subscription beyond the promotional period. This company has offered no other ways to contact them. I also received no paper this past Sunday so I don't want to be charged. I need intervention.

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/09/15) */ The Commercial Appeal regrets the frustration experienced by this customer. We emailed and left a voicemail for this subscriber, providing direct contact information and offering assistance. We look forward to speaking with this customer and providing the necessary support and billing adjustment. Consumer Response /* (2000, 7, 2021/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with ***** a representative of Gannett Co. on 9/16/2021. he stated that he would remove all charges and apologized for the poor service. He was very courteous and called from 5022605179. This matter has been resolved to my satisfaction.

*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. ↩