ComplaintsforGannett Newspaper Group

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Initial Complaint
10/11/2024
Complaint Type:
Billing Issues
Status:
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.
Multiple dates(four) this past week. I cancelled my news journal subscription on October 1, but the company keeps billing me over and over starting with $33 dollars (denied by card) $4 dollars (accepted by card) then refunded, then $15 dollars (accepted by card, then $9 dollars (accepted by card) which used up the balance on my card. I've contacted Gannett 4 times, and they insist that they only charged my card $3.15 on September first which is a bald face LIE!!!! Two calls ago, the agent said they would remove my credit card info from their records and refund the charges, but low and behold, another charge appeared today (10/11/2024) for the aforementioned $9 dollars which used up the remaining balance on the card! They treat the consumer with disdain and disrespect. Please intercede in this matter, get my money back, and get them to remove my credit card info and remove my name, address phone number, and all pectinate information so I can permanently sever all ties and marketing phone calls and telemarketing. Thank you for your time and help!!
Business response
10/22/2024
The ************ regrets this customer's poor experience. We confirmed this subscription has been cancelled and we've waived any balance due to avoid any further charge attempts. We spoke with the customer, informed them of the steps taken to resolve this matter and provided direct contact information in case further assistance is required.
Initial Complaint
09/03/2024
Complaint Type:
Billing Issues
Status:
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.
I have been charged numerous times from this company on my debit card. I do not and never had an account with them not any of their newspapers. I have tried contacting the company on several occasions and never get to speak to anyone. I want my money back asap and them delete my information idc how they got it
Business response
09/11/2024
September 11, 2024

******* *****
****************
*********************
Daytime Phone: **************
E-mail: *********************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ******* ***** and the digital subscription to the *** Today Crosswords. There were 2 accounts located under the name of ***** ***** in the same city as Ms. ****** The account numbers are *************, ************** Both were started the same day several hours apart (12:55 am and 4:06 pm) with the email address of ************************* Ms. ***** says she does not know this person so we have canceled the accounts and requested a refund. The only way to have started these accounts would be for someone to have all of her credit card information, including her security information. It all has to be entered for the subscription to have become active. We recommend that she contact her banking facility and file a report of fraud with the local authorities.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. If a cancellation is requested, it is processed at the end of the current subscription term.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Initial Complaint
08/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Subscribed to ********* ***** for 6 months for $1. Cancelledx at end of 6 months. But I have been billed twice by Gannett for $14.99 , for wqhat I do not know. Also I am being billed on a credit card they should not have access to since I used a different card for the $1 subscription. Gannett says they have no record of a subscription yet they have billed me twice. My crdit card com[any has not processed the payment but it should not be happening.
Business response
08/13/2024
August 13, 2024

***********************
******************************************************************************************
Daytime Phone: **************
E-mail: **********************

Complaint #********

Please accept this as confirmation that we have received a complaint from your offices regarding *********************** and his eNewspaper subscription to the Metrowest Daily News, account #**********. While **************** did cancel his subscription to the Worcester Telegram and Gazette, on 1/11/2024, he also subscribed to The Metrowest Daily News under the email address ********************* The promotion subscribed to was $1 for 6 months converting to $14.99 on 7/11/2024. We have canceled this subscription effective 9/11/2024, the paid to date of the last charge. All charges and access will cease on that date.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. If a cancellation is requested, it is processed at the end of the current subscription term.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Customer response
08/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***********************
Initial Complaint
08/10/2024
Complaint Type:
Product Issues
Status:
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.
Hi there,I'm requesting a one tome courtesy refund of *****. I meant to cancel my subscription before the charge occurred today.Thank you!
Business response
08/14/2024
The ************* has received and reviewed this complaint. We were unable to locate any attempt on the part of this customer to cancel this subscription. Per our subscription terms, a customer must cancel their subscription before it renews to avoid charges for the next billing cycle. We were unable to reach this customer by phone, but we did email them to request additional information regarding their cancellation experience. We did cancel this subscription and as a one-time courtesy will be issuing a refund of the most recent payment. We provided the customer our direct contact info via email in case further assistance is required.
Initial Complaint
07/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I agreed to a subscription to The Daily Telegram for $0.84 a month. I hve Been charged $1.00 initially and $0.92 a day since. I hve Made calls nd called but this is still happening!!
Business response
07/29/2024
July 29, 2024

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

, MI 49265
Daytime Phone: **************
E-mail: ***************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding *********************************** and her eNewspaper subscription to the ****** Daily Telegram, account #**********. On 4/29/2022, ************************** signed up on our website for a promotional offer of $22 for 24 months converting to $7.99 on 4/29/22024. The system tried repeatedly to charge the rate of $7.99 when it was due and was declined several times. There is a balance due for service from 4/29/2024 through 7/28/2024. We no longer have a rate of $22 for 24 months which should have been conveyed when retention notified her there was a balance due on the account. The system was trying to catch up with the past-due amount with the .92-cent increments due to an incorrect entry by retention. At this time, there is still a balance due of -$9.78 owed for the subscription period from April 29th through the stop of July 28, 2024.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. If a cancellation is requested, it is processed at the end of the current subscription term.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Customer response
07/29/2024

Complaint: 22055531

I am rejecting this response because:

I never Asked to be renewed. I cancelled this. I do Not want to renew.

Regards,

***********************************
Business response
07/30/2024
July 30, 2024

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

, MI 49265
Daytime Phone: **************
E-mail: ***************************

Complaint #********

When the subscription was taken out, the promotion was $22 for 24 months converting to $7.99 on the 24-month date. The customer agreed to the terms and conditions of the disclaimer stating this or the account never would have become active without agreeing to the terms for that promotion. The terms also state that if a cancellation is requested, it would have to be before the next charge takes place and it would be canceled upon the expiration date of the payment. There are no calls on record coming in for this account between April 2022 and July 12, 2024 to cancel. All calls are recorded for quality and training purposes. The account was canceled on 7/26/2024. There will be no refund issued. We will, as a 1 time courtesy, write off the ***** owed of $9.78 bringing the account balance to zero.

*DISCLAIMER*
Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. If a cancellation is requested, it is processed at the end of the current subscription term.

Thank you,

Subscription Management Specialist Team Lead

Customer response
07/30/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***********************************
Initial Complaint
07/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
*********** *** has been charging my bank account for over $3,000. I called for a refund and said the charges were valid, they had my bank account and said it was my fault for not paying attention to the bank account. I told them i was a first responder during the pandemic, the last thing on my mind was my bank account. When I shared the incident with my co-worker (nurse), she looked up her bank account and she too had been getting charged from this company. complete fraud.
Business response
08/06/2024
The Ventura County Star regrets this customer's poor experience. Upon review we were unable to locate any indication that we were contacted to cancel this subscription prior to July 2024. As we did not receive notice to stop delivery, we continued to provide services until the customer contacted us to stop, at which point the subscription was cancelled. As a courtesy, we provided this customer a ******* refund in accordance with our internal policies. We've attempted to reach this customer via phone and email to discuss this matter further, but as of this writing we have yet to hear back from them. We did provide direct contact information for them to reach **.
Customer response
08/06/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***********************
Initial Complaint
07/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was just charged 4.99 to my debit card. I have never heard of this compan. After ****** searching, I know I for sure did not sign up for/on/to any platform or subscription they own . No idea how they stole and scammed my information, im assuming just like every other American citizen some giant corporation ( or COUNTRY ) bullied some small, greedy weak company to sell our personal identification information like its a five cent baseball card in a bubblegum pack. NOT WORTH S*** . They then - call it a " data breach " by a " cybercrimal " ... and thats all folks! Not even worth a fu king 2 for $20 dinner at applebees!? Makes me feel used and not worthy like a ****** . SHAME ON YOU GOVERNMENT OF AMERICA . What a crock of sht. I would almost bet my social security number on ( since it ain't worth anything - mind you ) the fact that probably every f****** person. Has had their identity comprised in some way. It's sickening . Cmon people wake up . STAND UP ! PLEASE COME TOGETHER - WE HAVE F*** I NG RIGHTS TO HAVE A GOVERNMENT THAT WORKS FFFFOOOORRR US ! They will kill every last one of us if we wait to long . I LOVE YOU ALL GODS CHILDREN !
Business response
07/23/2024
********* understands and regrets the frustration experienced by this customer. We have made contact with the customer and located the account. We have stopped the account and issued a full refund. The customer has been provided with our contact information if further assistance is needed.
Customer response
07/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*******************************
Initial Complaint
07/18/2024
Complaint Type:
Product Issues
Status:
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.
Canceled subscription and was told I would receive a refund and I did not. I was charged $99 on 7/4 as a recurring credit card charge. I immediately called and had the subscription canceled. The money was never returned to my account.
Business response
07/19/2024
The Daily Press & ***** understands and regrets the frustration experienced by this customer. We have issued a refund for the requested mount of $99.00 and made contact with the customer to inform of such. The subscription has been stopped. The customer was provided with direct contact information if further assistance is needed.
Initial Complaint
07/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
July 14, 2024 -$14.99 Store Purchase GANNETT NEWSPRPR ?? Address ******************* ************, IN I never signed up for any subscription or authorized any kind of subscription for any of the above charges. I can't make contact online or via phone to cancel the charges or future charges as my phone # or email address does not tie into the transaction. No one knows who I am and I can't get any help with getting the charges canceled. I just don't want to be charged for something I didn't sign up for, and I see that I am not the first person to have this unauthorized charge and inability to cancel. Please help.
Business response
07/15/2024
July 15, 2024

*********************
***************** 14
**********, MA 01702
Daytime Phone: **************
E-mail: ******************************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ********************* and his eNewspaper subscription to the Metrowest Daily News, account #**********. On 12/28/2023, ************** signed up on our website for a promotional offer of $1 for 6 months converting to $14.99 on 6/28/2024 under the email address of ******************************. If ************** wishes to cancel this subscription, he can contact customer service at, *********** or ************.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. If a cancellation is requested, it is processed at the end of the current subscription term.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Initial Complaint
07/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Notice on my bank account that the amount stated above had been taking out of my account from **********************************************. Did not have a subscription to that newspapers.
Business response
07/12/2024
July 12, 2024

*******************
748 w boundary
*****, OK 73734
Daytime Phone: **************
E-mail: *****************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding ******************* and her eNewspaper subscription to the Oklahoman, account number **********. On 1/7/2024, ************** signed up through our website for a promotional offer of $1 for 6 months changing to $19.99 on 7/8/2024 under the email ****************** I can see that a call was made to customer service recently inquiring about the account where she spoke to someone about the account. We will cancel the subscription as of 8/7/2024, the expiration date and no more charges will take place and access will cease upon that date. No refund will be issued per company policy.

Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy. If a cancellation is requested, it is processed at the end of the current subscription term.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Customer response
07/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

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

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