Complaints

This profile includes complaints for Newspaperarchive.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Newspaperarchive.com

  5314 N 250 W Ste 110 Provo, UT 84604-7706

  
• 

  Newspaperarchive.com

  27555 Ynez Rd Ste 410 Temecula, CA 92591-4679

• 

  News Paper Archive

  2350 Marconi Place #102 San Diego, CA 92154

• 

  Newspaperarchive.com

  855 Wright Brothers Blvd SW Ste 2A Cedar Rapids, IA 52404-9085

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:03/03/2025

  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.

  Purchased a 1 year subscription August 2022 and informed them to not renew the month before they were going to "auto renew". They ignored all my attempts to NOT renew and charged me anyway in August 2023. I gave my bank a copy of the July email indicating non-renewal and the bank credited me back. A year later they still had me showing as active for renewal and sent the "reminder" email. Again, I replied, that it was not an active subscription so they should not charge my account. They AGAIN ignored my email reply and put a new set of charges through in August 2024. See attached .pdf for copies of all above referenced documents.

  Business Response

  Date: 03/03/2025

  Hello - Thank you for reaching out. I am so sorry that you have had frustrating experience. I would like to look into this for you as soon as possible. However, the attached document does not seem to be relevant to your concern. Could you please re-send the documentation you reference in your message so that I may look to resolve the issue for you quickly?

  Customer Answer

  Date: 03/04/2025

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

  Please see attachment provided by consumer 

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

• Initial Complaint

  Date:12/21/2024

  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.

  When reviewing my bank statements with my financial advisor, we came across a charge of $155 on 11/5/2024 for $155.88. I did not authorize this vendor to charge me nor do I ever recall providing my card information to them. I have zero documentation in my email that this service was ever purchased. I have tried calling the customer service number numerous times, and finally spoke with Bank of America today. They advised me to reach out to the vendor (again) to seek resolution before filing a fraud claim. I have emailed this company as well.

  Business Response

  Date: 12/22/2024

  Thank you for reaching out. I am sorry to hear that the customer recieved an unexpected charge and would be pleased to assist. 
  

  This charge stems from the customer signing up for a NewspaperArchive Ultimate (Annual) Subscription with a 7-Day Free Trial subscription on 10/28/2023. During the duration of the subscription, the customer was able to log in, conduct searches and view content. As we sometimes experience, the customer may have forgotten to cancel the subscription within the free 7 day window and was charged the full amount for the annual subscription on 11/4/2023. Over the course of the last year, Newspaper Archive has sent the customer several emails reminding them of their subscription and the benefits of the site including information on downloading our app and newsletters. On 10/4/2024, the customer was emailed that their annual subscription would be renewed in one month. That email was opened by the customer according to our records (Please see attached screenshot with email partially obscured for privacy). The account was again not cancelled before the renewal charge occurred on 11/4/2024.

  The customer did reach out to our customer service team via email. Unfortunately the email was recieved was on a Saturday night just hours before this complaint was filed. Our customer service department is open Monday-Friday 8am-5pm MT, so the the team had not yet had a chance to respond directly to the customer before this compliant was filed. We keep records of calls placed to our customer service line, including hang ups and voice mails left after hours and have no record of the customer calling. I have now cancelled the customer's subscription and they will not be charged again. 

  We would encourage all customers to reach out to us directly at ************************************ or ###-###-####. Contact information can also be found in online account tools, here in our profile information for the BBB and at ****************

• Initial Complaint

  Date:05/02/2024

  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.

  I entered a one-week free trial with a newspaper archives company. I was notified that if I wished to cancel rather than enter into an annual membership, I would have to cancel within a week (by Feb. 26, 2024). On Feb. 22 or 23, I cancelled the trial and received an email confirmation to that extent. Unfortunately, I deleted the email, as I believed that all was taken care of. In the next statement of my credit card, I was billed $166.79 by the company. I don't even know the name of the company, as I was just looking, trying to find a way to research a topic of interest. All I have is the abbreviation of the company name as it appears on my statement. It is STRDNWSPPR TRIAL NEWS. I have been trying to contact the company, to no avail. Can you help?

  Business Response

  Date: 05/02/2024

  Hello - 

  Thank you for reaching out. Yes, we are Newspaper Archive and we would be glad to assist you. I am sorry to hear that there were issues cancelling your free trial account and that the descriptor on your credit card statement was unclear. We have since changed the credit card descriptor to be easier to understand. You can find more information here: ************************************************************************************************************** We hope that will be of use to people going forward. 

  We always encourage people to reach out to **, we try to make our information as easily accessible as possible. You can contact us at any time via email and our ***** number during business hours (M-F, 8am-6pm MT) ****************************************************;

  Our information is also found here on the BBB website: *******************************************************************************************************************

  We look forward to hearing from you so that we can resolve this concern for you. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21658242
  
  I am rejecting this response because:  I have contacted the company by phone twice, and each time I have been assured that I would receive a phone call or email from a representative to discuss my problem.  I have never read from them at all.   
  
  Sincerely,
  
  ****************************

  Business Response

  Date: 05/15/2024

  Hello ****- 

  I am sorry to hear that you do not feel we are being responsive. We are doing our best to contact you, we just do not seem to be connecting. I have personally returned your calls on May 2, 2024 and left a message. I also left a message today, May 15, 2024. I have also sent multiple emails to ************************. 

  As I shared previously, I am sorry to hear that the descriptor on your credit card statement was unclear. We have since changed the credit card descriptor to be easier to understand. You can find more information here: ********************************************************************************************************************** hope that will be of use to people going forward.

  Regarding the cancellation, according to your account history, the free 7-day trial was started on February 9, 2024. The subscription was not cancelled and on February 16, 2024 the charge occurred. I see that your account was cancelled on February 23, 2024 and an email was sent on the 23rd at 8:41:20 PM CT, confirming the cancellation which is consistent with the log in history as well. The cancellation happened after the charge and as the charge is three months old, it is no longer eligible for a refund, per our terms and conditions. *************************************

  If you would like to discuss your account further, please let me know when would be a good time to connect with you and I will make an appointment to do so. *****************************************

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21658242
  
  I am rejecting this response because:
  Although I have been in contact with ************** at Newspaper Archives, we have not yet come to an agreement as to how this situation should be resolved.
  Sincerely,
  
  ****************************

  Business Response

  Date: 05/20/2024

  We have worked diligently with the customer to address concerns, clear up any misunderstandings about their subscription and explain our policies and terms and conditions. The customer is not eligible for a requested refund, as it is well beyond our ample refund policy window, which has been directly communicated via email. 

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21658242
  
  I am rejecting this response because:
  I have acknowledged my error and that I mistakenly thought I was cancelling a few days in advance of the last date.  I feel it is unreasonable of the business to penalize my error by insisting on charging me for a full year, while I exceeded the trial period, although inadvertently, by less than two weeks.  One would expect that a company that values its customers would show some consideration of an honest error and offer a compromise in reduction of the fee.

  e
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:12/31/2023

  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.

  I was charged $155.88 after 7 days of a free trial without being notified of the update.

  Business Response

  Date: 01/02/2024

  Hello *******,
  
  We're sorry to hear you received an unexpected charge!  We've received a dispute for your charge, so while we would be happy to assist you with your request, I'm afraid that we cannot do so until January 20th once your bank finalizes their review of your pending dispute.  At that time, we would be happy to assist you with your case.  Additionally, we'll be reaching out via email to provide further assistance once that time comes and to remain in touch until that time.
  
  As a reminder, we're available at ******************************************.  That is also the email address we will be reaching back out to you at.

• Initial Complaint

  Date:12/26/2023

  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.

  I signed up for a trial membership for newspaperarchive in 2022 and was charged for that- I canceled in November 2022. I was last charged $152. Since then I've been charged semi-annually presumably for a membership that I was unaware I was signed up for- is this on Storied? I have no idea because there is no way to know apparently. I've been charged $82 semi-annually and when I log in to newspaperarchive, it says my membership is disabled. As i've read from other BBB complaints, and as I've tried to do myself- there is NO way to cancel the membership. I've emailed newspaperarchive and they said there are no charges, but the charges are on my credit card. I want this membership cancelled immediately. I will never use this service again. The business tactics are completely deceptive.

  Business Response

  Date: 01/02/2024

  Hello ********,
  
  We're sorry to hear you've received an unexpected charge!  We believe we've already rectified the issue for you via the email exchange we've had regarding the additional subscription we had located.  The original account you had referenced was inactive, which did not allow you to cancel it due to the inactive state.  We had located an additional account which we were able to have cancelled for you as per your original request.
  
  If we may provide any additional assistance, please reach out to us at ****************************************** and we'll do our best to provide further assistance. 

• Initial Complaint

  Date:12/23/2023

  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.

  I have a charger for ****** that i did not authorize! I would like A full refund back to my account. And a guarantee that this will not happen again! If not resolved charges will be filed.

  Business Response

  Date: 01/01/2024

  Hello *******,

  We're sorry to hear you've received an unexpected charge!  We did locate a subscription under your ******************* account, which was eligible for a refund.  We've had your subscription terminated and you won't receive any additional charges going forward.  Please allow about five to ten business days for the funds to settle back to your account.

  If we may be of any additional assistance, please email us at ****************************************** and we'll do our best to assist you.

• Initial Complaint

  Date:12/06/2023

  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.

  This company has been charging me $5.45 per month for quite a long time. I signed up for a trial subscription. When I tried to cancel it, there was no mechanism on their website to do so. When I tried to contact them, there was no way to email or phone them on their website. I removed my credit card information from my account and they continue to debit me each month. I have tried to dispute the charges with my bank, but the phone number the bank has does not work any longer. This is obviously a purposeful scam to continue to charge customers who have no way to cancel their subscription.

  Business Response

  Date: 12/13/2023

  Hello ****,

  We'd be happy to assist you!  You had purchased a Monthly subscription under your ************************ account which would have been cancelled specifically through the ******************************************************* website you had subscribed through.  We did receive a phone call from you, with which we had reached back out the following day to issue a refund for the latest renewal on.  There was an issue with the phone number listed on our banking information for a short time, which has since been resolved.  We sincerely apologize for any confusion on our part, however we have maintained phone support and email support through your subscription's lifetime available through our any of our websites, including the one you had subscribed to.  If we may provide any additional clarification or assistance at this time, please let us know at ******************************************.  Otherwise, we will be available via email and phone to continue to provide support as you need it.  We're happy to continue our ongoing conversation via either channel as we have previously.

• Initial Complaint

  Date:11/26/2023

  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.

  I never subscribed to this service. I've tried to unsubcribe, but there's no way to do this.

  Business Response

  Date: 11/30/2023

  Hello ******, we'd be happy to clarify!  The charge stems from a Monthly subscription you've had with us, which would have been cancelled under your Account Settings page.  We did not receive a cancellation request prior to the one made most recently.  The subscription was originally purchased and utilized in February, and was utilized for some time after that purchase.  While we sympathize with your request, I'm afraid we do not offer refunds on Monthly subscription purchases and we have to remain inline with the Terms and Services agreement you agreed to at the time of purchase.
  
  If you have any additional questions or concerns, please email us at ******************************************.  Otherwise, we will continue to remain in contact with you via email as we are now.

• Initial Complaint

  Date:11/20/2023

  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.

  This unknown business billed me twice for $102.90.I don't know who they are or how they got my credit card information.I was billed $102.90 by:10/30/2023STORIED/NEWSPAPERARC HTTPSNEWSPAPE UT 10/29 I was billed the same amount about 6 months ago (which I will have to look up separately) and I disputed both via my bank (Chase). Below are the dispute numbers.Reversal: STORIED/NEWSPAPERARC HTTPSNEWSPAPE UT 04/29 ClaimId: *************** Reversal: STORIED/NEWSPAPERARC HTTPSNEWSPAPE UT 10/29 ClaimId: *************** Ancestry claims they have never heard of Storied.Who is storied?

  Business Response

  Date: 11/29/2023

  Hello *****,
  
  We're sorry to hear you've received some unexpected charges!  The two charges stem from a Semi-Annual subscription you have under your ********************* account.  The subscription was originally purchased on 10/29/2022, and has renewed since that time in accordance with the terms of the subscription purchased.  Unfortunately, we haven't received any cancellation request for your subscription prior to now, with our refund period on renewals being seven days so we cannot oblige your refund request at this time.  Your subscription has been cancelled and you won't receive any additional charges however.
  
  We'll be reaching out via email to confirm your cancellation, however if you do not see that email please feel free to reach out to us at ****************************************** and we'll do our best to assist you.

• Initial Complaint

  Date:11/13/2023

  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.

  I received a notice of renewal for a subscription that I did not wish to have (I had a trial membership prior to that). There is no way to cancel a subscription while logged on to your online account. There is also no phone number to contact this company. I sent 2 emails in the past week requesting to cancel this expensive subscription that I do not want, and have not received a single reply. I am also requesting to be refunded, as I had no way of contacting anyone to advise them that I do not want this service. What is also confusing, is that emails for the subscription service come from Newspaperarchive.com, while other info about the service come from Storied.com. Not having a customer service phone number is Not a valid reason to ignore a request to cancel an unwanted/unused subscription.

  Business Response

  Date: 11/21/2023

  
  We're sorry to hear that you've had a poor experience with our services!
  
  I've reviewed your account and I'd be happy to provide assistance and clarification regarding it.
  
  The renewal stems from a Semi-Annual subscription you have with us.  Your subscription can be cancelled by viewing your Account Settings and disabling your auto-renewal option there.  I have gone ahead and cancelled it for you at this time however as per your request.  I reviewed your login history, and I do not see any recent login history.  To clarify, are you potentially logging into another inactive account, or another service?  Additionally, I don't see any emails from ****************** address or account.  To clarify, were they sent under another email address?  I would be happy to review them, however I will also be reaching out to get in touch with you as well regarding your subscription.  Please keep an eye out for this email, and do not hesitate to reach out us at ****************************************** for a follow up if you do not receive the email we send.
  
  In regards to our services, we offer subscriptions through NewspaperArchive.com and Storied.com, which are two separate subscriptions, though closely tied.  We maintain both however.
  
  At this time we cannot issue a refund due to the lack of an official cancellation, however we would be happy to review any cancellation requests or communications you have made previously.  Please respond to the email we've sent you and we'll follow up with you there to provide additional assistance.