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:10/20/2023

  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.

  In March 2023, I subscribed to the Denver Post (delivery on Wednesdays and Sundays) for 52 weeks at the rate of $78.00. I declined the "special editions," which the website indicated would reduce the 52-week subscription. Nowhere in the online sign-up was there any information about a "surcharge" that would be applied such that my 52-week subscription would NOT ACTUALLY BE 52 WEEKS. The subscription should run until March 8, ****, which is what my confirmation email and account profile indicated. I called today about credit for a damaged paper (some of the pages lacked printing and were illegible) and was told that my subscription will actually end in January. This is false advertising (i.e., saying it is a "52-week subscription" when it is not). When I asked the representative I spoke to today about this "surcharge," he told me that the information is "in the fine print." Fine print of what? I printed the webpage page with the subscription info when I signed up, as well as the account confirmation with my subscription end date. NOWHERE is there any reference to a surcharge, or the reduction of my 52-week subscription as a result. In addition to false advertising, this is also a breach of my prepaid contract with the Denver Post. (Notably, the representative said that he could not transfer me to billing, could not send me a copy of the "fine print" he was apparently reading from, and could not give me any information about the department/individual I could speak with to address the issue.) He claims this has been in effect for a long time - if so, why do they still advertise that this is a "52-week subscription," when it clearly is not??

  

  Business Response

  Date: 10/30/2023

  We have reached out to ****************, but have been unable to make contact.

  We have adjusted this subscriber's account with service credits to extend her expiration date to the requested date in March ****.

  We are unable to "turn off" the "Supply Chain Surcharges" at the rate of $0.15 per day.  We have applied enough credit to offset these charges through the March **** expiration date.

  We are always glad to apply credit for any missed deliveries.

  For any additional issues or more information on your account, you can bypass our call center *************) by reaching out to Member Services:  *****************************************

  Customer Answer

  Date: 10/30/2023

   
  Better Business Bureau:
  
  I received a voicemail message from the company in reference to complaint ID ********, and the resolution offered was satisfactory to me individually.  I do note, however, that this does not resolve the underlying issue of the misleading nature of the advertising related to the "52-week subscription" for the specified price.  I do hope the Denver Post is more forthcoming with respect to these hidden charges in future advertising.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/06/2023

  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 paid for a years subscription to the Denver Post on March 10, 2023. They have not delivered our paper on numerous occassions. They now are saying my subscription will end on 11/20/23 because they say they gave us ***************** at $6.00 a pop that I never asked for. They said a manager would call me within the week. Never called. My subscription needs to go until March 10, **** as per my renewal. As many papers they didn't deliver and claimed to give us a credit for should cover all their stupid special additions they claim to have given us.

  

  Business Response

  Date: 10/16/2023

  We understand that our local delivery team has reached out to you about your service issues.  
  They report that you have a new carrier and that that new carrier is doing a good job.
  Our customer service team has reviewed the billing on your account.
  They have "Opted-you-Out" of Special Editions and have restored your expiration to March 2024.
  Please remember that your subscription also includes 7-Day digital access to our e-edition, denverpost.com and various newsletters.
  If you have any issues with your subscription, our self service website is at myaccount.denverpost.com
  For any additional issues, you can bypass our call center *************) by reaching out to:
  Zone Manager *********************** - **********************************
  Home Delivery Manager - ******************* - *********************************
  Circulation Director - *************************** - ************************************ 
  Member Services:  *****************************************

• Initial Complaint

  Date:10/05/2023

  Type:Order 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.

  According to The Denver Post website (********************************************), the subscription rate for a 7 day a week home delivery is $41.60 a month."7-Day Home Delivery $41.60 per month.Renews automatically. Cancel anytime."I have been a longtime subscriber (over 40 years) and my payments are automatic. I just found out that the actual rate I'm paying is $201.48!!!! I called and told them that that rate is WAY above the rate they have posted on their website, but they said the rate is different for everyone, Excuse me? I'm a senior living on a limited income. After much arguing, they agreed to let me have a subscription of $83 a month, but that is still double what their advertised rate is. Where is the truth in advertising???

  

  Business Response

  Date: 10/16/2023

  It has always been the practice of newspapers to encourage new subscribers to read our products through low-priced introductory offers.
  The goal is to get readers to understand the value of a daily newspaper and become long-term subscribers.
  If you are a brand new subscriber and call us to sign up for 7-************ the rate will be $41.60/month or $499.20 per year.
  Our computer systems continually try to move subscriber prices from introductory rates towards our full retail prices.
  We always send out either a letter via US Mail or an email in advance of the price increase.
  Our Full Retail Prices can be found in our "Price Box" in each edition of the newspaper on Page #2.
  Everyone is on "an introductory rate" until they reach our full retail price.
  We understand that you recently contacted our call center and convinced them to put you on a lower introductory rate.
  Just a reminder that all of our subscribers have access to all of our digital products. 
  This includes 24/7 access to denverpost.com along with 39 different newsletters and late breaking news.
  This digital access can also be shared among five family members.
  For any additional issues, you can bypass our call center *************) by reaching out to:
  Member Services:  *****************************************

  Customer Answer

  Date: 10/21/2023

   
  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.  However, I strongly urge that the business make their position clear on their website where the subscription rate is listed as $41.60 a month for new subscribers.  A time period would be helpful as to how long that fee will last before reaching current rates of ...
  
  Sincerely,
  
  ***** Deck

• Initial Complaint

  Date:09/26/2023

  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.

  My husband called and requested a vacation hold on our paper. We come home and our yard is covered in papers that were delivered. When we don't want the paper delivered, it gets delivered every day. Yet, when we want the paper, half the time it doesn't get delivered. No wonder newspapers are going broke.

  

  Business Response

  Date: 09/27/2023

  We are very sorry for the delivery issues that you have had with your Denver Post subscription.
  We did confirm that you vacation stop was accurately entered in our database, so this means that the carrier was not paying attention
  We have asked for our local field manger, ********************************* to reach out to you about this problem and any other issues you have been having.
  ******** is also speaking with our local agent and carrier to improve your service.
  We really do appreciate your business.  We have added an additional 30 days of credit to your account.
  For any additional issues, you can bypass our call center *************) by reaching out to:
  Zone Manager ********************************* - ************************************
  Home Delivery Manager - ******************* - *********************************
  Circulation Director - *************************** - ************************************ 
  Member Services:  *****************************************

  Customer Answer

  Date: 09/27/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/22/2023

  Type:Product 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 representative for the Denver Post was at our local grocery store. He signed me up for a "free" trial and said I could cancel any time, and assured me I wouldn't be charged until after 30 days. I saw that same day my card was charged, so I tried to cancel online (where it told me the option to cancel my subscription wasn't available online.) So I tried calling the number provided two separate times. Each time I waited for over 20 minutes on hold, only to get transferred and put on hold again. The first time was disconnected after 43 minutes, and the second time I was put in touch with someone who said they were able to cancel my membership, but couldn't provide me with any documentation saying it was cancelled. They also said they could not issue a refund. I had not received one copy of the paper even though my subscription was active for over 4 days. I just want a refund of my money, which I got nothing in return for. I also want confirmation from them that my subscription is cancelled. Read the ****** Reviews for the Denver Post and you will see that I am not the only one. Thank you for your time and any help. If I can't get a refund, I would settle with just getting any sort of documentation that my subscription was indeed cancelled. The way they run things doesn't give me a lot of confidence that this will be my last time trying to get ahold of them to settle a billing issue.

  

  Business Response

  Date: 09/27/2023

  You have lots of complaints here, so we want to make sure they are all addressed.
  We see that you signed up for The Denver Post with one of our Kiosk vendors on Saturday 09/16/23.
  At the point of sale, the salesperson should have given you a $20.00 gift card.  They are not supposed to say this, but sometimes they imply that the gift card covers your first 30 days of delivery.  We will follow-up with the sales person and ask them to be more clear about how they are selling subscriptions.
  Our system processed your credit card payment of $21.66 on 09/16/23 and initiated a start for new delivery effective 09/19/23.
  You contacted us on the afternoon of 09/18/23 and stopped your subscription.  It was basically stopped before it was started.
  In your complaint, you say that you were not able to stop online.  Based on our understanding of the current Consumer Protection laws, if a subscriber signs up online, they have to be able to stop on line.  That can be accomplished at myaccount.denverpost.com.  We process several hundred subscription cancellations each month through this online method.
  We are in the process of expanding the online stop process to all subscribers.  We expect to have that option in place soon.  Since you signed up in person, that option was not yet available to you 09/16/23.
  We are very concerned about your call center experience.  Mondays are definitely our highest call volume days, but we have not seen hold times anywhere near what you mention in recent history.
  Our call statistics for Monday 09/16/23 show that we had 817 calls. Our average answer time for the day was ***** seconds.   We had 19 callers hang up.  We called 9 of them back.  We had 10 missed calls.
  We asked the call center to trace your calls.  Here was their answer:
  "I was only able to find 1 call from this customer for that day and he was the one that ended the call. Attached is the call. The total call was for **** Min. Indeed the Tier 2 agent was ********."
  We listen to the call.  We have a few training opportunities here.  The agent accurately stated that we have a no refund policy.  Our policy is to stop the subscription on the expiration date.  We do make exceptions to this rule.  Initially, the agent offered to escalate your request, then then did not follow through.
  We initiated a refund of your $21.66 payment back to your **** ending **** on 09/25/23  (Please note due to the way our system works, it might be in two parts.)
  We are very sorry for your experience with the Denver Post.
  For any additional issues, you can bypass our call center *************) by reaching out to:
  Member Services:  *****************************************

  Customer Answer

  Date: 09/28/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/01/2023

  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.

  On October 28, 2022 I purchased a 52 week subscription to the Denver Post for home delivery of the paper every day of the week. I did receive it every day and expected to receive it for the 52 weeks I paid for. I received a renewal notice dated 8/22/2023. It indicates that I paid through 9/21/2023. I called their customer service to report that I had paid through 10/28/2023. They told me that they shortened my subscription due to increased costs on their end. I was never notified of this nor did I accept that. If anything, my subscription was supposed to be extended at least one week because I had put delivery on a vacation hold. They have refused to give me the 52 weeks of service I paid for on 10/28/2022. Needless to say, I wont be renewing the Post after having been a customer for over 50 years.

  Customer Answer

  Date: 09/02/2023

  The dispute has been resolved. I received a call from the Denver Post *************************** They apologized for the billing error and for the poor response from their call center personnel.

  They adjusted my subscription to the correct expiration date, and they offered me a deep discount to renew for another year. 
  

  Im very satisfied with their response and resolution to my complaint. 
  

  Thank you BBB for your assistance. 

  

  Business Response

  Date: 09/06/2023

  We announced a "Supply Chain Surcharge" for all newspaper deliveries at the rate of $0.15 per day last October.
  We sent out postcards and emails last fall explaining the need for these charges due to the rising costs of supplies, labor, distribution expenses, taxes, insurance, etc...
  We are very sorry that this message did not reach you.
  
  Our customer service team tells us that they contacted you, applied service credit to your account and rolled back your monthly rate.
  Please note that these $0.15 charges continue to impact your expiration date going forward.  (We cannot turn them off at this point in time)
  
  If you have any issues with your subscription, our self service website is at myaccount.denverpost.com
  For any additional issues, you can bypass our call center *************) by reaching out to:
  Member Services:  *****************************************

  Customer Answer

  Date: 09/06/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/30/2023

  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 have been a subscriber of Denver Post for the past couple of years. I originally took a class they offered for free that offered a discount on the newspaper delivery service. I took the class and signed up for the subscription. I originally signed up for multi-week subscription versus the monthly. I renewed this quite a few times while letting them know I wanted the same rate, which they werent quick to offer. I got tired of calling to renew every couple of months, so they offered to be put on auto-pay. I told them I would like to sign up for auto-pay, but wanted to make sure my rate would stay the same. They assured me the rate would stay the same, so I did sign up. Months have gone by since I did sign up for the auto-pay. Let me start by saying, I am unable to see previous charges on my account with ******************** post, as they only show the previous month. Within the last months, they have more than quadrupled my rate, with no notification of my rate changing. They also have been billing me monthly for this much higher rate, which I did not approve. I just received a letter this month stating rates would go up next month. However, absolutely nothing was communicated on the last 3 rate increases we have seen over the last 6+ months. My bill has more than quadrupled in this timeframe. We have called customer service and have been given, what seems like the run around. They apparently do not do refunds, however, 2 gentlemen assured me we would hear something back on this. We have also asked to cancel the subscription and their website still shows ours is active. I was also told my billing information was removed, but it is still listed under my account online. Their online website does not let you make cancellations or changes in billing without customer service being involved. I have overall, had a horrible experience working with the Denver post and would not recommend anyone signing up for their subscription in the future.

  

  Business Response

  Date: 09/06/2023

  We see that you signed up for 4 copies of the Sunday Denver Post at one of our Coupon webinars.
  Our computer system continually tries to move subscriber prices from introductory rates towards our full retail prices.
  Our Full Retail Prices can be found in our "Price Box" in each edition of the newspaper on Page #2.
  We always send out either a letter via US Mail (Print subscribers) or an email (Digital subscribers) in advance of any price increase. 
  According what we are seeing in our system, all of your calls to complain about our pricing occurred between 08/30/23 and 09/01/23.
  We do have a No Refund Policy. This policy is in writing both in print and digitally in several locations in the newspaper, on our website, on billing renewal notices and at the point of purchase.
  Since there were 4 copies of the Denver Post involved, we have decided to refund 90 days of payments.  A partial refund has already been initiated based on your calls.  We will initiate a refund for the difference this week.
  For any additional issues, you can bypass our call center *************) by reaching out to:
  Member Services:  *****************************************

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20546191
  
  I am rejecting this response because: I would like more information on the refund we will be seeing. We have contacted customer service and they are unaware of the total amount we will be refunded. I would appreciate more information on this. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/22/2023

  We agreed to refund your payments for the last 90 days.  
  They were as follows:
  07/03/23 - $119.60
  07/31/23 - $119.60
  08/30/23 - $119.60
       Total:  $358.80
  
  Our refunds to your **** ending in x2617 were as follows:
  09/06/23 $169.22
  09/21/22 $189.58
      Total:  $358.80

  
  For any additional questions,  please reach out to:
  Member Services:  *****************************************

   

  

  Business Response

  Date: 09/27/2023

  We are not sure where to go with this complaint.  She signed up for an introductory offer at one of our "Coupon Webinars" in August 2020.  She agreed to 4 subscriptions to get all of the coupons.  Typically, the value of the coupons exceed the value of the newspaper.
  Her introductory pricing was extended several times, then our computers started the process of moving her to full retail.  (Since this was 4 subscriptions, this got a little expensive)
  We sent out letters for every price increase.  In some cases, we have records of her agreeing to higher prices over the phone speaking to one of our agents.
  We did not hear from her for over a year (except for a few missed papers).  When she call on 08/30/23, we stopped her subscription as requested
  It looks like she went almost a year without looking at her credit card statement.
  Apparently, she was not looking at our US Mail letters either.
  We have records of all of the subscriber's contacts.  We can provide sample copies of her invoices.
  As a goodwill gesture, we offered and paid a full refund of her last 90 days of payments.  She has confirmed the receipt of $358.80
  They were as follows:
  07/03/23 - $119.60
  07/31/23 - $119.60
  08/30/23 - $119.60
  Total:  $358.80
  Our refunds to her **** ending in x **** were as follows:
  09/06/23 $169.22
  09/11/22 $189.58
  Total:  $358.80
  In her last correspondence with us, she is not only expecting a full refund of her last 90 days of payments, but also a price guarantee going back three years.

  As far as we are concerned, we have made a fair offer on this complaint.

   

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20546191
  
  I am rejecting this response because: the Denver Post made no contact with me until August 2023 about any price increase. No letters were sent in the mail and no phone calls were made. I never received any notice of my bill going up. I do expect notice when the price will increase. Which, if that was the case, I shouldve received multiple letters over the last year, which I have not until August 2023. I do not agree with the way you do business. I also want to mention that I received a call 1 week ago from someone in your sales department asking me to resubscribe at my original rate for $1 per paper per week. Obviously, I declined because I no longer wish to do business with a company like this. But, please explain to me how my bill just increases because the computers do it, but then receive no notification and once I unsubscribe I can magically have my original rate back? Im sorry, but this is a shady business all around. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/24/2023

  Type:Delivery 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 a Denver Post subscription I pay on a yearly basis for daily delivery. The last three weeks I have gotten intermittent deliveries but generally only week-ends. I have called 4 times and have been given credit. I have been told twice the call has been escalated to management and I will receive a call but I have not gotten a call nor have I gotten a paper delivered as promised after the call

  

  Business Response

  Date: 09/06/2023

  We reached out to the local field team in your area about your delivery issues.
  The field team reports that you have good carrier, but his car was stolen.  It took a few weeks to get all of his transportation issues back in order.
  We believe this situation has been resolved and that you are now receiving regular service.
  If you have any issues with your subscription, our self service website is at myaccount.denverpost.com
  For any additional issues, you can bypass our call center *************) by reaching out to:
  Zone Manager ********************************* - ************************************
  Home Delivery Manager - ******************* - *********************************
  Circulation Director - *************************** - ************************************ 
  Member Services:  *****************************************

• Initial Complaint

  Date:08/22/2023

  Type:Product 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 paid for 52 week subscription to Denver Post that should be paid through Sept 2024.The automated phone system says paid through July 2024.I talked to customer service agent and they told me there is .15 day surcharges for home delivery that I was bot aware of.They never emailed me any receipt and I have no way to access my account for details. I tried to cancel and get refund and they claim this is final sale. I was not aware of that policy. I would like my account credited with the $306 I feel I was misled and a SENIOR SCAM

  

  Business Response

  Date: 08/29/2023

  Due to inflationary expenses in every part of our operation, we were forced to start a $0.15/day supply-chain-surcharge last October.  We sent out letters and emails to announce this change.

  Our customer service team has reached out to you to try and find a resolution and keep you as a subscriber. We have already applied 86 days of service credit which should more than offset any time lost on your subscription for this year and last.  The local team can be reached at *****************************************.

• Initial Complaint

  Date:08/15/2023

  Type:Product 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.

  On August 15, 2023, I received notification from my Chase credit card at 8:15am that my **** card had been charged $156 for the Denver Posts monthly delivery. The previous month I paid $114. I immediately called customer service at the Post and told the agent I would not pay $156 a month for this paper, that the charge should be reversed and that if not, I would cancel my account. I was told by an agent that an Auto Notice was mailed to my address on July 25, 2023 notifying of this increase and that their policy is not to refund any fees. I asked to speak with a supervisor and was transferred to ***************************** who reiterated what the first agent said and told me they would refer my request for a refund to the appropriate group at the Post. She confirmed that my subscription is cancelled. I have spoken with the attorney General ********************* about the Posts deceptive trade practices, raising rates by over 35% without proper notice, hoping that people do not review their credit card statements in a timely manner. I did not receive any such Auto Notice and if I had I would have protested. The moment the absurd charge hit my credit card, I called to object. I again request a refund of the charge of $156 dollar and deny the Denver Post the right to charge any credit card of mine. Not only is there no way to cancel your subscription online but I cant turn off auto pay either. The Denver Post cant afford to trick loyal subscribers over the age of 65, which I am. We are the only ones still reading the newspaper. I intend to follow up with the AGs office and the ** of the paper.

  

  Business Response

  Date: 08/23/2023

  Over time, our computer system moves subscriber prices from introductory rates towards our full retail prices. Our full retail prices can be found in our "Price Box" in each edition of the newspaper on Page #2.
  
  Letters via US Mail (to Print subscribers) or emails (to digital subscribers) are always sent in advance of any price increase. According to our records, our mail vendor sent you a letter via US Mail in advance of price increase to ***************, Denver, ** 80206-5516.
  
  We do have a no refund policy. This policy is in writing both in print and digitally in several locations in the newspaper, on our website, on billing renewal notices and at the point of purchase.  Our procedure is to stop your subscription on your expiration date.

  Based on your request on 08/15/23, our call center agent placed a stop on your account for the next day of 08/16/23.  The request for a refund was sent to our Denver office that same day for processing. We have submitted a request to refund your last payment of $156.00.  Within 10 days, it should be processed to your **** credit card ending 1584.
  
  Part of your BBB complaint was about not being able to cancel your subscription "online".  As required by ******** law, any subscription initiated online must have the option to cancel online. This can be accomplished on our self-service customer service site at ************************************. This website can be found at denverpost.com or by doing a ****** search under "Denver Post customer service".

  It appears that you have been a print subscriber of The Denver Post for many years.  We are very sorry to lose your business and your readership. Should you have any additional issues related to your subscription, please reach out to us at *****************************************.

  Customer Answer

  Date: 08/23/2023

   
  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.
  
  Sincerely,
  
  ***********************