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Business Profile

Newspaper

Fort Wayne Newspapers, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Fort Wayne Newspapers, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Fort Wayne Newspapers, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/04/2024

      Type:Billing Issues
      Status:
      Answered
      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 paid a renewal to my newspaper subscription twice online at their website. Then, they canceled my subscription anyway. I have enclosed screenshots of the payment receipt emails and the cancellation notice email. I have tried repeatedly to contact them with no luck. This is not right.

      Business Response

      Date: 09/16/2024

      We spoke to the customer and processed a payment on 9/6/24 via phone.

      Customer Answer

      Date: 09/20/2024

       I am rejecting this response because:
      Yeah, I brought my account up to date with a phone payment. But the real issue is I had no way of knowing my online payments weren't getting through. They have a serious bug in their system that they need to address. If you call them, you always get how you can manage your account online, and pay your bill. The pay your bill part is broken. That's what caused the issue I sent to you. They need to fix that issue, or quit telling me I can pay online, knowing I can't.

      Business Response

      Date: 09/23/2024

      I called this customer today and left a voice mail with my name/phone number. This customer's account is active and paid. I did ask him to call me if he noticed any duplicate charges and we would look into the system issues that caused him difficulty.

      Customer Answer

      Date: 09/27/2024

       I am rejecting this response because:
      I'm still working with them to get the online payment process to work better.

    • Initial Complaint

      Date:09/15/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Journal Gazette has been charging a quarterly bill since November 2022 until present (Sept. 2023) without sending a newspaper. They never sent a bill, never sent login information to access their website, and have refused to offer any refund/fix. They have taken zero responsibility for failure to perform a service.

      Business Response

      Date: 10/04/2023

      The name, email, and phone number provided in the complaint does not link to a subscriber. I would need their address to better research their account. Was that provided?

    Fort Wayne Newspapers, Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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