ComplaintsforThe News and Advance

• Initial Complaint

  07/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am an online subscriber of the News & Advance. I have $4.99 taken out of my credit card every month. On June 28, $6.99 was charged to my card. I called about this and was told this is a charge for people who pay by mail, was a mistake, and I would be refunded. I was not. I called again, was told the same thing but still was not refunded. I called a third time and never received a refund. Therefore I question the competence, if not the integrity, of the News & Advance's customer service department. I was also charged the regular $4.99 on my credit card on July 8, and that charge is okay. I am asking for a refund of the incorrectly charged $6.99, which was promised three times, but never provided.

  Business response

  08/01/2024

  *** *******, We have requested the $6.99 to be refunded on July 30. We are checking his account daily to make sure the refund has been processed.******* ****** Manager, Legal Services 

  Customer response

  08/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I received an email from you asking to accept or reject a proposed solution from the News Advance for the above complaint.I would like to accept, but so far have not received my refund.  It is only for $6.99, but after three previously failed promises to issue this refund plus the current attempt that you negotiated, I am reluctant to accept until I receive it.  It seems the paper's resolution process is under some difficulty.  This is a small amount, I've invested time and effort to resolve it, and I am just going to leave the resolution unaccepted.  If I ever receive the refund, I will let you know.    Thank you,**** *******

  Business response

  08/08/2024

  Thank you to Mr. ******* for bringing it to our attention that his refund hadn’t been received. We found the Refund was Rejected/Declined 8/7 for card ending in **** / expiration *****. Instead we have requested the refund to be sent by check. This request has been expedited and be included in the batch that’s been scheduled 8/8. (Regular time frame for refund checks to be received is up to 6 weeks.) ******* ****** Manager, Legal Services 

  Customer response

  08/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** *******

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for Newspaper home delivery in 2018 for around $60 for the first year . I was told that it would be deducted annually at a similar rate . I paid with my credit card and left it on file for Future payments . I trusted them to honor their verbal agreement and bill as agreed . I never checked my Bank statement for that account as it was seldom used and I only used it for some old account debts that I’d made years ago . I got an overdraft notice so I looked and saw that the News Advance had billed me for $188.50 for 13 weeks and said it would reoccur in 13 weeks . I contacted my Bank and filed a complaint about fraudulent billing and I obtained copies to January 2019. The News Advance had debted my account for $2,148.90 from Jan 2019 thru May 2023 . That would include daily home delivery until mid August 2023. I went online and signed up for a subscription and it was $39 for 13 weeks or $156 annually . I went to the New Advance on ******* ***** in ********* . I spoke with the person about starting home delivery just to check the rates . I was told that it was $57.85 for 13 weeks . When I asked why it was advertised online at $39 FOR 13 WKS I was told that it was an intrioductory offer and it was correct , but changed to 57.85 after 13 weeks . But, I was told that if I called them after 3 months that they would override and renew at $39 but I’d have to call them every 13 weeks to get the $39. I said that that was a lot of trouble and I didn’t have time to babysit a corporation to make sure I was billed properly. I inquired about paying it annually and was told that I could do that for $156. I then asked if after the first year was over would it continue at $156, was told No that it would go to $57.85 / 13w. I said that it seemed like a great way to Thank me for continuing as their customer. My bank has a fraudulent billing Case number assigned . News Advance misleads subscribers and I’m sure that a News Reporter could find 1000’s of similar cases

  Customer response

  07/17/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The current price of $39 quarterly retroactive to Jan 2019 would be $780 through December 2023 . I expect to be billed at the current rate of $156 annually .  I have 7 minutes of Audio of my conversation with your  representative in May 2023 . When confronted she changed her story numerous times . But she did say that for $780 I could buy 5 yrs of service .  So $2148.90 that I have bank drafts for that NA already withdrew minus the  Current rate $780 would leave a balance of $1428.90 that I am owed .  Anything less than that is unacceptable.   Regards, *** ********* 

  Customer response

  08/28/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The business has not contacted me at all.  I would like them to let me know what research they have done.  Regards, *** ********* 

  Customer response

  09/12/2023

  The News and advance offered multiple choices .  I’m not really clear on how I’m supposed to proceed but I was not going to END the complaint should I accept without Clarification . My offer to the News and Advance explained how they’ve overcharged my account for years . My response covered the Correct pricing as well as what they had deducted . They never provided any Correspondence through Email or Mail . That is how they overcharged my account without my knowledge . My response was that since I had been overcharged over Triple the proper rate was that deducting what I should have been charged for 4 yrs of Daily Home delivery Jan 1,2019 thru Dec 31, 2023 would have amounted to to $780 . They’ve already received $2148.90 so that would leave a full Refund of $1428.90 plus home delivery through 12/31/23. They’ve responded to my complaint that they were willing to charge me $39-13wks renewing quarterly . I will continue to subscribe to Daily delivery at $39 quarterly or $156 Annually . I prefer to pay Annually  . So I want a payment of $1428.90 and continued delivery through the end of  2023 . I expect to continue as a subscriber at $156 Annually . At the current time I Do Not owe them anything additional in 2023 . I want payment of $1428.90 in Full to settle this case with them agreeing to continue with service to my residence . I will submit $156 January 1, 2024 for the coming YEAR . These are my requests to settle the Complaint . I’m being fair to them and only ask for reimbursement for being Overcharged without any Correspondence whatsoever . That’s the biggest issue is NO correspondence with me alerting me that they intended to charge my Card Prices that fluctuate widely over the last 4 yrs  they can’t even substantiate. When I have received $1428.90 and they provide a letter stating that the above conditions have been met and they will continue service in 2023 and renew at $156 annually for 2024 I will consider the issue Resolved . Regards, *** ********* 

  Customer response

  11/13/2023

  Today is November 13, 2023, almost 2 months later, and I still have not received my promised refund. Regards, *** ********* 

  Customer response

  11/14/2023

  PLEASE advise the News Advance that they’ll need to issue a paper check . The Account was permanently closed in August 2023. Thank you I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, *** *********

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Over the past 2 years I've been paying about 3x the rate for Sunday only delivery, most recently $117 every 3 months, or $39/month. On their website, not a promotional rate, they are advertising $26/month for daily delivery , or $13/month for Sunday only ($39 for 13 weeks/ 3 months). I believe they raised my rates and likely the rates of 100's of other customers far beyond their advertised rates counting on customers not paying attention to the amount of the auto-pay, its frequency, and what that means. The response may be "you should have been paying attention", to which yes, I should have been paying closer attention. I did cancel my subscription, but at some level I feel that being charged $877.50 for the past 2 years for something that should have been more like $338.00 is fraudulent. If a refund is not an option, I'd at least like this complaint to stay on the BBB website so other people can see the behavior of the News and Advance.

  Business response

  07/13/2023

  The rates in question are introductory rates that are listed on our web site for new subscribers.

  Customer response

  07/13/2023

   I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. From their website for instance for the every day with digital "Print + Digital: 7 Day Delivery$26.00 for 1 Month (renews at $26.00/month) Cancel anytime", there is no indication this in an introductory rate.  The digital does indicate it is introductory "Unlimited Digital + E-Edition$1.00 for 26 Weeks (renews at $10.99/month) For new customers only, cancel anytime!"  The list price for the Sunday paper is $4 (on the first page of the Sunday paper), but they are charging me about $10 per paper. I understand there is a delivery fee, but $6 per paper is absurd.  If I go to the store to buy a Sunday paper for $4, are they selling it at a loss?  The statement that "these are introductory rates" sounds reasonable, but when comparing to the price of the paper, and working the numbers in general, it seems like they are concealing predatory billing practices behind those reasonable sounding words. Regards, ***** **** 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Received a bill for May subscription and we only received 1 newspaper. I sent them a copy of the bill and told them that we had not been receiving the paper. Our paper carrier resigned in March and they did not get a replacement for her. I received another bill for June subscription and we received 1 paper in June. I have tried to reach the office numerous times, left messages etc and I never get a response. I do not plan to pay them anything and I want all accounts for ***** and **** ****** terminated. Thanks for your help in this matter. Maybe you will be able to get their attention to this. I do not want to have a bad credit report for this small amount!

  Business response

  06/30/2023

  Account will be stopped today and any money due will be zeroed out.

  Customer response

  06/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** ******

• Initial Complaint

  06/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up on 06/29/2023 for an online subscription of the Lynchburg News & Advance to read one particular article relating to a local historical site. The subscription was only $1 but with a renewal of $10.99 a month at the end of the billing period. Having no further need of the subscription I attempted to cancel. The information provided on the payment page when I signed up for the subscription stated, "You can cancel anytime. Cancellations take effect at the end of your current billing period. To cancel, login to your online subscriber account and click the cancel button on the menu." After I logged in and went to the cancellation menu, however, the website stated, "We're sorry to hear you want to cancel. To cancel a subscription, please contact customer service." Below it was a red button with the number "###-###-####". Expecting a local office based on the area code, I was instead patched through to what sounded like a non-local call center. After hearing that I wanted to cancel, the operator did state that he would process it for me. I thanked him and asked if I would get an email verifying the cancellation. He said that I would not. I stated that as I had already received an auto email regarding my account activation, I found it surprising that I would not receive a similar confirmation of cancellation. He stated that they do not send cancellation emails. I indicated that I desired evidence of the cancellation in writing, and asked that even if they did not ordinarily send an auto email for this purpose, if he himself could send email me a verification of the cancellation. He again stated that he could not do this, and ended the call after giving me a "personal ID" number. I feel the way the cancellation process was stated on the website was misleading, and am also very concerned about the refusal to put the cancellation in writing. I am also very concerned that I may continue to be charged for this service that I no longer want or need.

  Business response

  06/30/2023

  The account for this customer was stopped on 29 June 23.

  Customer response

  06/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******

• Initial Complaint

  06/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Starting in April 2023 we began missing random delivery of our paper In May we would only get a couple a week Since the first of June we have had 2 newspapers delivered I have called 3 times but they only want to extend our service I have emailed twice with no response My Mother-in-law (***** ***) is 92 and it very upsetting when she doesn't receive her newspapers I feel they are not trying to correct this problem so felt I should take another approach

  Business response

  06/20/2023

  We are looking into the issue and will see what can be done to rectify.

  Customer response

  06/23/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. After calling off and on for 3 months and the only thing they could do was to extend my service  A service I already wasn’t receiving and had asked every time for the local delivery manager to contact me to discuss the problem of why the paper could not be delivered with no response  I would like some assurance that a responsible delivery driver can continue my deliveries  For them to just say they would look into is not the answer They have had 3 months to look into it   Regards, ***** *** ***** 

  Business response

  06/23/2023

  We have spoken to the carrier about delivery and have one of our managers checking behind the carrier to ensure delivery. Since the first day of notification of the issue the customer has received the paper each day. The manger is continuing to check each morning for delivery and it appears the carrier is fully aware of correct delivery moving forward.

  Customer response

  06/24/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *** *****

• Initial Complaint

  06/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Newspaper not being delivered. I tried calling every phone numbers listed and unlisted. I left messages no return calls. I just want to speak to a live person. This newspaper is a disappointment, I have received this newspaper over 30 years. Since 2023 it's a very sad delivery problem.

  Business response

  06/06/2023

  Will have someone call the customer and get to the bottom of the issue.

  Customer response

  06/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ****

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was sent a bill in an email.. i tried emailing them back regarding the bill several times. Nobody emailed me back. I just went online and tried to access the account to tell them to cancel, i did not want. It will not let me in my account, said the account is disabled.. I called the local phone number to them and ended up at a call center i'm guessing. The guy said subscription ended in May and that i had a balance of $ 20 some from that end date until now. They should have stopped delivering after my subscription ran out and i had not paid. I thought my subscription ended in June as i had credits every time my newspaper was wet etc or i did not receive, they gave you credits etc. i feel I do not owe anything because I pay in full yearly. Instead they kept on delivering and delivering with no notice saying im being charged etc.

  Business response

  05/25/2023

  I will look at your account and remove any balance owed.

  Customer response

  05/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *******

• Initial Complaint

  04/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Have been having a problem with delivery of paper for the last 2 months. I was receiving paper thru a daily route delivery. Paper did away with daily route carrier in the section of county and said they would be sending papers through regular postal mail carriers. This being so, I would be getting paper when it was a day old.. Problem is, I get 4 or 5 papers at one time, being 5 days old (late news) who wants this? I have called and complained several times and get no satisfaction. I have asked them to cancel my subscription and refund my money paid. They say they cannot do that. To my dismay, I received a charge on my March bank statement for $96.20 for renewal, which they did not call me about nor did I authorize this charge or renewal of paper. I called about this. Did not get any satisfactory answer. I am at a loss as to know what to do to get a daily delivery or I would prefer to cancel all further deliveries and get a refund of my money. My neighbors are having the same problem with this business and are being told they cannot get a refund of money either. Hope you can help me find a solution to this problem. Thanks in advance for your help. \

  Business response

  04/17/2023

  Sorry the subscriber has not received the paper daily. It is a problem we continually have with the Postal Service. I have submitted a refund for the customer and to stop the account.

  Customer response

  04/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******

  Customer response

  05/04/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. re: Complaint ID #******* filed 4/14/23 against The News and Advance, Lynchburg, Va. A desirable settlement to this complaint was accepted on April 17, 2023. that business would issue me a refund for amount paid and cancel subscription.As of this date, May 1, 2023, I have not received a refund for amount charged to my banking account nor has subscription been cancelled. Regards, ******* ******

  Business response

  05/04/2023

  Not sure why the refund has not appeared but will look and get this moved forward.

  Customer response

  05/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******

• Initial Complaint

  12/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Have paid for newspaper delivery for 1 year in advance. Frequently paper is not delivered. Recently (within the last 2 weeks ) it has been rarely delivered. When trying to contact the paper representatives one has to leave a message and no one returns the call. Consequently, the problem is not solved.

  Business response

  01/03/2023

  Will contact manager to see what the delivery issue is and get corrected. Also, will have manager contact customer.

  Customer response

  01/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 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. ↩