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:03/12/2025

  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.

  The *** has erased all mechanisms for cancelling a subscription. For over a month, they have been "experiencing technical difficulties" with cancellation of subscriptions, but seem to have no issue establishing new subscriptions. I have called, submitted emails, and doe everything in my power to cancell the subscription and the *** has ignored or rebuffed all efforts.

  Business Response

  Date: 03/13/2025

  BBB,

  Please find attached response for this complaint for review.

  Thank you,

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

• Initial Complaint

  Date:03/11/2025

  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.

  The Richmond Times Dispatch has only been printing a limited edition of their print paper, which I pay for yearly, for my 96 year old mother, since they were hacked the first of February 2025. When I complain, when you can actually get someone on the phone, they tell me that the full paper is available on-line. My 96 year old mother does not use a computer and this will not work for her. Many sections of the paper are no longer being printed so I should not have to pay full price for the paper, which I paid for a year in advance. I am being continually told by the *** that this is only temporary, but it had been going on for a month and a half now. I want some kind of rebate or compensation for not receiving the full paper that I paid for a year in advance. When I call them, they tell me that their systems are unavailable to make any adjustments at this time.

  Business Response

  Date: 03/18/2025

  BBB,

  Attached is the response letter for this complaint.

  Thank you,

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

  Our sincere apologies were extended to Mr. ******** by email on March 12, regarding his concerns for his mother's account. It has been explained that our company has not been operating under normal circumstances. As a result from our parent company, *** Enterprises, being victim of a cybersecurity event on February 3, many of our processes and usual features have been impacted, including access to the subscriber services database and our phone lines. Since our local phone lines remain out of service, the concerns for his mother's account have been addressed via email. Should he have further concerns, he has my direct contact information.
  
  
  We sincerely apologize for any inconvenience.

  Customer Answer

  Date: 03/18/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ******** ********
  
  
  
  

• Initial Complaint

  Date:03/06/2025

  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.

  I have attempted to cancel my subscription through their online system as well as calling customer support multiple times over the past month. Online does not work and am constantly being met with opposition speaking with customer support stating they cant cancel. This is absolutely not ok as I am currently and continuously being charged for something I no longer want. This is a month to month subscription and they are not practicing fair or legal business.

  Business Response

  Date: 03/13/2025

  BBB,

  Attached is the response for this complaint for your review.

  Thank you,

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

  Customer Answer

  Date: 03/13/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ******* ********
  
  
  
  

• Initial Complaint

  Date:03/04/2025

  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.

  The Richmond Times-Dispatch is not letting anyone cancel their subscriptions due to a "system failure," and there is no end in sight. They are actually telling us that we have to continuously check the website and have to call back once the system failure ends to cancel, even though I am able to provide them with all of my account information.

  Business Response

  Date: 03/12/2025

  Dear BBB,

  Attached is the complaint response for **** ***** for your review.

  Thank you,

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

• Initial Complaint

  Date:02/17/2025

  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 have been trying for over a month to get in touch with these people to discontinue my paper. I first tried to send an e-mail message, but this got me nowhere. Then I looked up the customer service place to send my message. Everytime you try to get on their site, the message comes back that the site is currently having problems.I tried calling the paper and a man answered. I told him I wanted someone in charge of delivery to cancel the paper. He said as their system was under construction or some reason, he could not connect me. Also, could not take a message to give to person in charge of that as it would compromise my "privacy."These people keep your subscription going, even though they have not billed you and you have passed the date of final payment. Then they add the amount from the months they have kept sending you papers that you don't want. It just keeps coming and you don't have the option to stop getting the paper, but they have the option of making you pay for it. I paid by the year and that year has been up for a while. There is nothing in the paper anymore and I don't want it, but can't stop getting it. I am just waiting to see what they will bill me.

  Business Response

  Date: 02/25/2025

  Dear BBB,

  In response to complaint # ********-

  The district supervisor has been in communication with Mrs. ***** regarding her delivery concern.

  Unfortunately, our company is not operating under normal circumstances.
  This is a result from our parent company, *** Enterprises, being victim of a cybersecurity event on February 3.
  Access to the Richmond Times-Dispatch subscriber database and phone lines have been impacted - thankfully, our local office currently has email.

  Once we are able to restore full access, our office will follow up regarding Mrs. ******* account status and details.

  We sincerely apologize for the inconvenience.
  We appreciate your patience and understanding.

  Thank you,

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

   

• Initial Complaint

  Date:01/10/2025

  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 cancelled my membership with Richmond Times Dispatch February of 2023 because the rate for an online subscription increased. They tried to keep me as a customer by continuing to drop the rate during the phone call before they would finally cancel, which I remember finding super frustrating. After this, they continued to charge my credit card from March to November. I called back in November to dispute these charges and they finally agreed to refund me the $168.91 and told me it should take up to two weeks to see the credit. I just checked my credit card and they only refunded me $14.52. I'm not even sure where this number would come from. I called back today and the agent could not approve the refund and said he'd have a supervisor call me, which I am not counting on at this point. I was billed $10.99 for March and April, and $20.99 for May-November. My original subscription was to read online articles and I paid $1 for six months. I asked for an email confirmation in November but was told they could not do that, but assured me I was being refunded for the full amount. They do have minimal notes of my call in November.

  Business Response

  Date: 01/21/2025

  BBB,

  Submitted is the response letter for this complaint.

  Thank you,

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

  Customer Answer

  Date: 01/30/2025

  As an update, I did hear from someone at *** and was told they could only refund me for 6 months back. I am still waiting on the refund. They said my card would not process the credit (there should be no issues with the card) and are now mailing a check which won't get sent out until the second week of February.

  Customer Answer

  Date: 02/10/2025

  Good morning, 
  
   
  
  I received a voicemail on January 30th that they were able to process my refund. It has still not shown up on my card. When I try calling them, it now says the number is not in service. I tried all day Friday and tried again this morning. So I still haven't received my refund and now I can't reach anyone.
  
   
  
  Thanks,
  
  Joy

  Customer Answer

  Date: 02/20/2025

  I still have not received a credit from the ***. I did get an email on 2/11 that there were system outages and they would follow back up when they could.

  Business Response

  Date: 02/25/2025

  Dear BBB,

  In response to complaint # ********-
  
  Unfortunately, our company is not operating under normal circumstances.
  This is a result from our parent company, *** Enterprises, being victim of a cybersecurity event on February 3.
  Access to the Richmond Times-Dispatch subscriber database and phone lines have been impacted and remain down.

  Thankfully, our local office currently has email to submit this response.
  Once we are able to restore full access, our office will follow up regarding the status of Mrs. ********** refund.

  We sincerely apologize for the inconvenience.
  We appreciate your patience and understanding.
  Thank you,
  ******** ****

  Customer Answer

  Date: 04/11/2025

  Good morning~
  
   
  
  This issue has still not been resolved. Do I have any options at this point? I keep getting put off with no answers, no one is following up. I was told that since my credit card could not be processed (I have no idea why), I would be mailed a check. At one point, she was checking to see if it was mailed out in February, and if not, when it was sent in March. Now here we are in April and they still can't tell me anything, which of course makes no sense.
  
   
  
  I'm attaching the correspondence since their system apparently went down. 
  
   
  
  Thanks,
  
  *** ********

  Business Response

  Date: 04/15/2025

  Dear BBB,

  Attached is the response for this complaint.

  Thank you,

• Initial Complaint

  Date:12/26/2024

  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.

  The Time-Dispatch uses automatic bill pay charged to my credit card. The charge has occurred on the 26th or 27th of the month and was $14.99 for well over 12 months. My husband did not realize the ************** initiated a monthly increase to $23.99 beginning in October 2024 that I was not made aware of by email or via their website and that this increase was NOT authorized by me. The Times Dispatch not only increased the monthly subscription rate by $9.00, they also initiated monthly changes in the billing date. October was 10/21/24, November was 11/16/24 and December was 12/14/24. I am over ************************************************************ business with auto pay change the billing date. NEVER. Can you please investigate how they able to initiate this change legally without notifying the customer. I find it hard to believe I am the only person experiencing this issue. Their practice does NOT seem consistent with BBB rules.

  Business Response

  Date: 01/08/2025

  Dear BBB,

  Attached is the response letter for complaint # ******** **** *******.

  Thank you,

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

• Initial Complaint

  Date:10/21/2024

  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 purchased back in February a 6 month subscription to the Richmond Times-Dispatch. It wasn't my first time i had previous subscriptions that were fine, but this one was different I never received a link to open my copy of the paper and after awhile and after calling them i forgot i had a subscription. They never sent links like they had previously whem i digitally subscribed. So when I got a call to renew my subscription in early August I told the lady no I was not interested in renewing my subscription, I then asked her for the date it would expire and she said August 12th, 2024. It was around August 7th as I had only a few days for the subscription to expire. She offered me different packages I SAID NO, i wasnt interested because i never really got the paper during my 6 month package. Well what do you know, yesterday 10/20/24 i got a link for the paper which i read online cover to cover in fact they had an article about my neighborhood (*********************), which I enjoyed . I got no paper link and i cancelled when their Representative called me. But thought it strange that I got a link, since my subscription ended in August. Well today 10/21/24 I get a bill for $47.11, which I refuse to pay as I have not received any paper in many months, even before August 12th and definitely not since then. I am disputing this charge and subscription. When i called the lady there at ************, kept saying if I did not cancel I will be charged ***** a month, and I ask for what? i have not received anything in past 6 months it was ok for $1.00 not to get paper but I won't pay $47.00 for something I never got in a 6 month period. Of course they have no record of my cancellation that i told their representative. Can someone look into this please. I am **************************************************** People keep trying to get money for things that they should'nt be getting it for. If i owed it I would pay it, but I don't and I won't.

  Business Response

  Date: 10/24/2024

  Good Afternoon,

  Attached is the response letter for this complaint.

  Thank you,

• Initial Complaint

  Date:08/28/2024

  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.

  When we cancelled our subscription to the Times dispatch we asked that they remove the box for it. Several calls have been made requesting the removal of it to no avail. I have been told that they will contact the carrier in our area and have that person remove it. The box remains.I have explained that people use it to put their ads for insurance, power washing, lawn mowing, new windows, roofing, babysitting, yard sales, cosmetics among many other things that I have to throw away.They have also suggested that I just go ahead and pull it out and throw it away. Believe me I have tried. However, I am 79 years old and use a cane. I have not got the strength it takes to get the job done. I would greatly appreciate any help you could give to get this matter taken care of.

  Customer Answer

  Date: 09/03/2024

  good morning this is ************************* calling in reference to complaint number ******* I just wanted to let you know it's been resolved, the paper box from the Times Dispatch was picked up this morning and I wanted to thank you for all your help I really really appreciate it thank you so very much. 

• Initial Complaint

  Date:08/16/2024

  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.

  On August 12, 2024 I call to cancel my on-line subscription with the Richmond Times Dispatch and albeit painful to do it was supposedly cancelled. Since that Monday, in the last 4 days they have called me 4 times trying to get me to resubscribe each time I tell them I am not interested as I do not use it and please stop calling me and yet the continue to call. I have written a review but wanted a complaint filed as they do not even seem to have a number to discuss concerns with at RTD.

  Business Response

  Date: 08/20/2024

  Dear BBB,

  Please see attached response letter for this complaint.

  Thank you,

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

  Circulation Office Manager