ComplaintsforThe Des Moines Register

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subscribed for a free trial. Cancelled within an hour. They started charging my credit card after the free trial. I used their online chat to ask for the chat history (which would show I cancelled). They said they would email it the next day. This did not happen.Upon not receiving the chat history I contacted them again. They claimed they did not have the chat history. They refused to cancel the subscription without a reason (which I don't feel I need to give). This led me to (as of this time) 2 monthly charges that I disputed with my credit card (uploaded screenshots of the refusal to cancel). So far they haven't responded to the disputed charges.

  Business response

  08/10/2023

  The Des Moines Register regrets the frustration experienced by this subscriber.  We are reviewing this customer experience and will take personnel action to ensure any mishandling by our customer care team is addressed.  We confirmed this subscription was successfully cancelled and the last 2 charges were disputed through the customer's financial institution.  

  Customer response

  08/11/2023

   
  Complaint: 20404849
  
  I am rejecting this response because:  A branch of the company is attempting to review the chat logs and mitigate errors that have happened, however, this should have never happened in the first place.  I was penalized financially for not providing a cancellation reason.  This is unethical and immoral.  The only reason that I wasn't charged a third month was that my credit card expired.  I may accept a response from the business if they acknowledge that I attempted to cancel numerous times and that it was denied; and--if measures are taken to mitigate this happening to other customers (i.e. training, policy review etc).  Basically, if the Des Moines Register takes accountability for its mistakes I will accept.
  
  Sincerely,
  
  ***********************

  Business response

  08/11/2023

  We acknowledge that this customer requested cancellation twice and that our team failed to process his request.  This is being addressed with our call center to ensure this does not happen again to other subscribers.  The customer was reimbursed by his financial institution, and we have cleared any balance due on this cancelled subscription account to ensure no further charges are processed.  We spoke with the customer and explained the steps being taken to address and resolve this matter.  The customer has our direct contact information in case further assistance is required.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8-29-22, I subscribed for the online edition of the Des Moines Register newspaper. The total amount was $23.54.I was to have unlimited access. Within the first 1-1 hrs when I went back the 3rd or 4th time to check that day's issue, I was locked out. I was informed I'd exceeded the daily allotment of sign-ins.I immediately called customer service and requested a refund. They wanted me to try some things. I tried 1 suggestion that didn't work, so I again requested a refund. I was told it would take a couple of weeks for the refund to be processed.On 10-7-22, I called again. I was told a push would be put on the ticket for the refund. I was assured it had been canceled. Again I was told to at least a week.Today, 10-19-22, I called again. I was told it was canceled but I was put on hold while ****** checked something. When he came back, I was told that it was canceled but it was a non-refundable subscription and that no refunds could be made until the end of the subscription on 8-27-23 but even then I wouldn't get a refund.I canceled within 2-3 hours of subscribing. I was told that day I would receive a refund. I haven't gone onto the site since 8-29-22. Twice I was told I'd be refunded. Today was the first that non-refundable was ever mentioned. He then suggested I file a dispute with Discover, which I have done.I dont care if I ever see another DM Register. I just want my money back! I'm hoping between Discover & the BBB I'd be able to get my $23.54 back.As far as I'm concerned this was almost a bait & switch. There was no unlimited access. As I told them, I've not gone back to the site. To do so would be unethical on my part since I canceled. Nor did I ever see "non-refundable" anywhere in the offer. Something like that should be in bold red print, unless the goal is just to get people's money.I appreciate any help you might be able to give me to obtain this refund.

  Business response

  11/04/2022

  The Des Moines Register regrets the frustration experienced by this customer.  We spoke with them, initiated the refund process and provided direct contact information in case further assistance is required.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  40 t year subscriber to the DM Register. Live in a small town outside the Golden Circle. For the last 27 months we have had terrible delivery of the Register. Have not received a paper in three days. Lost count of the times i have reported delivery issues, just get a credit for that day. If you send email to subscriber support you receive a clever form letter that probably makes people think they actually care. They just sign a different name at the end of it. If you try to call the Register on 515 number, no one ever answers. News Tip? Forget it, no one answers. If you call the 877 number you get people with an accent who offer condolence's but does not result in action. I have contacted *************************, publisher, through Email, she tells me how lucky I am to receive a printed paper where I live, and read the paper online is the answer for everything.

  Business response

  09/22/2022

  The Des Moines Register regrets the frustration experienced by this subscriber.  We have escalated this matter to our distribution management team to request assistance with resolving the ongoing delivery issues.  We spoke with the customer, apologized for the poor experience, and explained our current staffing challenges.  A courtesy subscription credit was applied and direct contact information was provided in case further assistance is requried.

  Customer response

  09/22/2022

   
  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,
  
  **********************;

  Your circulation manager, ***, has told me that you can't find delivery people. The truth is, you are not even looking. I contacted the local newspapers, and radio station. None of them have ever had an ad for a delivery person for the Register. He told me he had spent $1000. 00 on ads. I request that he be audited, I tried to help with this situation, and he blew me off, a more than forty year subscriber. I expected better. 

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my subscription on May 28th and received confirmation. In June, July and August they continued to take the money out of my account. I contacted customer service and they said they would credit my account for these charges in 7 to 10 business days. It's been over a month and have yet to receive my refund. I've talked to customer service 2 more times and they say give it another 10 days. They just say what you want to hear and do nothing.

  Business response

  09/07/2022

  The Des Moines Register regrets the frustration experienced by this subscriber.  We have initiated a refund which will be processed to the customer's card within the next few business days.  We reached out to the customer, leaving them a voicemail and emailing with an update and providing direct contact information in case further assistance is required.

  Customer response

  09/08/2022

   
  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

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my Des Moines Register digital subscription in June 2022. On July 8, the Des Moines Register withdrew $10.69 from my ******************* of ***** account. I immediately called and was told the cancelation had not yet taken effect, although I had called in June and would take effect at the end of July. Now, the Des Moines Register has taken another $10.69 from my ******************* of ***** account today. I called them again today and asked for a refund. "*****" answered the phone today and said the cancelation had not been processed in June and that it would be September 9th or so before my refund was processed. I want a refund of both of the unauthorized transactions - a total of $21.38 credited back to my ******************* of ***** account from which this was withdrawn and I want to make sure no more withdrawals are made. I live on Social Secuerity and unauthorized withdrawals are theft.

  Business response

  08/09/2022

  The Des Moines Register regrets the frustration experienced by this subscriber.  We confirmed the subscription in question has been cancelled and we have initiated a refund which will be processed to their card within the next few business days.  We emailed the customer, informing them of the pending refund and providing direct contact information in case further assistance is required.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 5,6,7,8, had non delivery of newspaper, I called the newspaper twice in three days, filed a complaint, and spoke to customer service, and was assured delivery would be their priority.

  Business response

  06/24/2022

  The Des Moines Register regrets the frustration experienced by this subscriber.  We spoke with them and confirmed their delivery service has improved.  We provided direct contact information in case further assistance is required.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was an electronic subscriber to the *** Register for awhile. I decided to stop and yet I still receive emails from the *** Register. They provide an unsubscribe button, but I have tried it off and on over several weeks (months) and with no luck. The message pops up - sorry contact customer service for help. Finding the **************** for this newspaper sends you to Gannett Publishing in Virginia. And no one will answer their telephone. So, after a web-search, another customer service number is provided. On May 24, 2022, I called that phone number and spoke to ***, employee ID #******. She said she took my email off the *** Register list-thus unsubscribed me. As of today, June 6, I am still getting emails from the Des Moines Register. Im annoyed and frustrated that the Simple unsubscribe button does not work and a lot of effort has to go into de-coupling from what used to be a reputable newspaper.

  Business response

  06/07/2022

  The Des Moines Register regrets the frustration experienced by this individual.  We've submitted a global unsubscribe request to our IT team which will be processed within the next 2 business days.  Once processed the customer will receive no further emails from us.  We are reviewing this individual's experience to determine why their previous unsubscribe requests have not been honored and we will take corrective action based on our findings.  

  Customer response

  06/14/2022

   
  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.

  It appears that I am no longer on their list as I have not seen any emails in the last few days from the *** newspaper.

  Thank you for your assistance, BBB.
  
  ***********************************************

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a promotional subscription with the Des Moines Register ($4.30 per month) for the Sunday paper and digital subscription which ended on February 6, 2022. I was charged $24.00 on February 7, 2022. My online account stated that my new subscription amount would be $12.00 per month. When I contacted them about this, I was told that I have a premium subscription (which I did not order or authorize) and that I could not opt out of it. I immediately told them I wanted to cancel my subscription effective immediately. Of course they then came back with a cryptic offer that I declined. I asked them to be specific and of course, they did not answer that question either. After asking to cancel three times, I finally got the job done (or so I hope), and when asked if I would receive a refund for the overcharge, I was told that my account would be canceled immediately. Also, there is no way to cancel on the website, nor is there a phone number to call. I had to do a live chat online. This is clearly consumer fraud, as they are charging me for something I did not order, nor did I authorize, and I was told point blank that I could not opt out of. Very upsetting and frustrating, both of which I do not need or want in my life.

  Business response

  02/17/2022

  The Des Moines Register regrets the frustration experienced by this customer.  Per our terms of service, all subscriptions that include print delivery also include Print Premium Editions throughout the year, which will each be charged up to $7.00.  Full terms of service can be found here:  https://cm.desmoinesregister.com/about-your-subscription/.  Our customer service team can be reached via telephone at ************.

  We have applied a credit to provide a full refund for the last charge on this subscription account.  We left a voicemail for the customer informing them of the pending refund and providing direct contact information in case further assistance is required.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My sister, ********************************, sent a check to the Des Moines, Register on November 16, 2021. The check was for the Des Moines Register for the year 2022. My sister died on the 21st of November, 2021 and as I was left all her money, and as a former subscriber, she just sent a check to them for $784.40. After she had died,I called the register & asked that they not cash the check, but to send it back. They said they would not cash it, but 2 days later they did. I have been trying since to get them to return the money, as I have no interest in the paper. All I get is a runaround. This has been going on since I asked them not to cash the check. The latest, I was told by a ***** ? that I would get the check next week. That was on the 31st of January. All I want is the $784.40 returned to me. I have received no papers, as I did not read the paper. I realize it is not a lot of money, but a business should not just keep a dead person's money. I couldn't tell you how many times I called them. As I said, ***** told me on the 31st of January that I would get it next week. Well I am still waiting. Thank you for any help. ************************* ****************************************************** ************

  Business response

  02/11/2022

  We spoke with this customer and confirmed she's received and cashed this refund check.  

  Customer response

  02/15/2022

   
  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.

   

  I received a check from Gannet this morning for the full amount. Thank you/

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5 years ago, I cancelled my subscription to the The Des Moines Register.and they promptly stopped delivery. Fast forward 5 years.I just happened to be looking at a bank account, for another charge, when I noticed a charge for $60 to the Des Moines Register. Not knowing what it was for, I checked a little further and found there had been a charge every month for as far back as it went.18 months. I called the paper and they said they would check into it and have someone call me back. After a week, nobody called, so I called back. Went through the whole story again.someone will call me back. Went through that one more time a week later. Now its been 6 weeks and no resolution. I called back today, and asked to speak to the supervisor. ******* seemed nice enough in the beginning. She listened to my story, then said they would refund 3 months of my payments, but I should have notified them each week I didnt receive the paper.and they had no record of me cancelling. I told her the the paper stopped coming immediately after I cancelled it..and the reason I didnt call was I wasnt expecting a paper.and a 3 month refund ($150) was not sufficient for the $2000 plus that they had taken directly out of my account. That is when ******* turned 100% B*TCH, and said that was all I could expect to get. I asked to speak to her supervisor, and she flatly refused to let me speak to anyone else. I left a message on the after hours switchboard, but if the rest of the Registers employees are anything like *******.I dont expect to hear anything.

  Business response

  01/13/2022

  The Des Moines Register regrets the frustration experienced by this customer.  We spoke with them and provided an additional refund and direct contact information in case further assistance is required.

*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. ↩