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Consumer Complaints

BBB Accredited Business since 08/01/1983

Daily News Journal

Phone: (615) 893-5860Fax: (615) 278-1017

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Delivery Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
10/02/2015Problems with Product / Service | Read Complaint Details
X

Complaint
money taken and not yet return as of 9/17
I closed my account with the Daily News Journal on 8/3/15 and they took payment from my account on 8/4/15 i called that same day and was told the error had already been found and that i would get my money back on 8/18/15 i called again as the money had yet to be returned i was told the paperwork wasn't even filed and it would be 7 to 10 business day for them to get my money back i called again on 9/2/15 as it hadn't been returned i called back and was told it was approved for return on 8/28/15 and would take 7 to 10 business day from then well 7 to 10 business days have passed * gave them labor day and 9/11 and still my money hasn't been returned i called on 9/17/15 and was told it would take up to 30 day for my money to be returned to me as of 8/28/15 this should have been resolved well before this and it feel like they are giving me the run around. be mindful that this is for full digital subscription with the daily news journal and that the local office here in murfreesboro may not have access to that specific subscription service.

Desired Settlement
return my money to me immediately no more runaround

Business Response
9/30/15

I spoke to ***** ***** on 9/28/15.

He did not received the $7.00 refund check processed on 8/28/15.

I re-processed the check for $7.00 on 9/29/15. Mr. ***** will receive the refund within 15 business days from 09/29/15.

We would like to apologize to Mr. ***** for this incident and for the inconvenience.

Regards,

***** ****
Customer Relations Manager
GANNETT
Publishing Services
(XXX) XXX-XXXX
*****@tennessean.com




Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)


12/03/2013Billing / Collection Issues | Read Complaint Details
X

Complaint
charges 2 months no notice..only my account was affected per rep at DNJ
I have newspaper delivery 7 days a week with the Dailey News Journal. Payment for this service is automatically drafted each month on my credit card. Cost for one month of paper is $13.00. Draft date is either the 29th or 30th day of the month. On Oct.l 30, the draft was for $26.00 which equates to 2 months of delivery. On Oct. 30th around 3PM, I called the Dailey News Journal (DNJ) and spoke with customer service rep named ********. When I asked why the $26.00 instead of $13.00 charge I was told that the draft did not occur in September and therefore the cost was doubled in October. I asked why the draft in Sept. did not occur since my card was valid and well within the card expiration date and he said he did not know. I asked if this was for everyone or was I the only one on which this error occurred. ******** answered that it appears that I was the only one affected. That seems strange to me that out of all the DNJ subscribers I was the only person who was not drafted. When I continued to ask questions as to how this could occur, ******** gave me stock answers like "we see that it did not draft so we double drafted" and offered no options. I find this highly suspicious that DNJ can draft at random for any amount of money with no notice. I am upset that no one called to alert me to this change in draft amount. If a company can call me (which DNJ does) to subscribe to other services, then I feel that it should have the manpower to call when a draft is going to be different from the agreed upon amount. In most contracts, that is a stipulation and this is a contract in that they are providing specific services for a specified amount of money. Since the error is entirely the fault of DNJ it is my opinion that DNJ should cover the cost of my September payment which was available to them in the amount of $13.00.

Desired Settlement
Since the fault lies entirely with DNJ, I want DNJ to give me a $13.00 credit for the month of September with no raise in rates or any other punishment for filing a claim.

Business Response
Contact Name and Title: ****** *******, Acct Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ********@tennessean.com
All Daily News Journal subscribers on credit card monthly billing with a preferred date of the 25th were not charged in September due to an operator error excluding this payment type, therefore when this account was billed the following month, both Sept and Oct payments were taken out. We greatly apologize for this administrative oversight and in order to ensure customer satisfaction, we will extend the subscription for this customer another month.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)


Final Business Response
Refund of $13 will be processed today. I misunderstood customers resolution request. Sorry for the delay.

03/07/2016Delivery Issues

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.