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:02/04/2025

  Type:Customer Service 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 2023 I purchased a subscription to the Wichita Eagle. When it came time for the subscription to renew, the credit card I had on file had expired and I decided to not renew my subscription. The Wichita Eagle called me, stating my credit card was expired, and could they take my payment information over the phone.
  I told them I did not want to renew.
  When I received my next bank statement, the Wichita Eagle had charged me $274.99 on 1/16/25 for a subscription. When I called to inquire, I was informed they do not provide refunds. I explained the situation and was told there was nothing they could do.
  This doesn't seem right after them calling me, telling me my card was expired, and me canceling my subscription. I don't understand how they ran the payment without my authorization.
  I canceled in the first place because the online access didn't work most of the time.

  Business Response

  Date: 02/06/2025

  We sincerely apologize the subscription was not stopped when ****** ***** requested the cancellation.  We are processing the refund of $ 274.99 back to her credit card.

  Thank you,

  The Wichita Eagle

   

  Customer Answer

  Date: 02/06/2025

  
  
  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. But I reserve the right to follow-up again if I do not see the refund issued to my credit card in a timely manner.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/27/2025

  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.

  On 10/7/24, at about 2:30PM, I called the ****e to negotiate my yearly subscription renewal price. After lots of back and forth with “****e” we settled on a rate of $99.99 for the renewal year (starting on 11/17/24) with an agreement that she would also send me via email a $25 digital gift card.
  
  When that did not occur, on 12/10/24 at about 11:45AM, I called again and spoke to "I***c" about the request. He apologized and said the gift card would be sent within 48 hours and confirmed my email address.
  
  On 12/17/24, when that still had not occurred, I called and spoke with "Jane". She said she had put in for another card. Since I had no reason to believe the long-promised gift card would arrive, I asked to speak to a supervisor. She said none were available but one would call me at the phone number we confirmed. As of today, 1/17/25, I've not received the gift card nor the call from the supervisor.

  Business Response

  Date: 01/28/2025

  Thank you for contacting the Wichita Eagle.   We resent the email for the Gift Card and we spoke with Mr. M***an and he received it.

   

   

   

  Customer Answer

  Date: 01/29/2025

  Despite their claim, I have NOT received the gift card. Yesterday, I received both a call and an email promising to deliver the gift card within 24 hours, but here now, roughly 28 hours later, nothing has arrived. And YES, I checked my spam fold too.

  Business Response

  Date: 01/30/2025

  We just spoke again with Mr. M****n and he confirmed he received the final email for the Gift Card he selected.

  Thank you,

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

   

  Customer Answer

  Date: 01/31/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******3, and find that this resolution is satisfactory to me, though even AFTER the BBB got involved this was a tortured road.
  
  
  
  Sincerely,
  
  
  *** ******

• Initial Complaint

  Date:12/16/2024

  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 am a senior citizen on a fixed budget who has been a long time subscriber of the Wichita Eagle news paper. From October 2023 to present, I have been charged between $125 to $130 per month to have the daily newspaper delivered to my house. However, The Wichita Eagle in October of 2023 started to deliver it by mail only three times a week and continued to charge me between a $125 to $130 per month. Per their website, they will deliver the paper to my home, three days a week for $10.74 per week, billed monthly or $42.96 per month. I called the Wichita Eagle to resolve the matter, but they refused to credit me for the overcharging from October 2023 to present and only agreed to reduce the monthly cost to $64.00. I think it is only fair they refund me $1,148 ($82 per month X 14 month - October 2023 - December 2024).

  Business Response

  Date: 12/17/2024

  Thank you for contacting The Wichita Eagle.  We appreciate **** ********* has been a loyal subscriber.  As we state, in our Terms of Service, all subscription account payments are non-refundable. Notice of rate changes are mailed or emailed to the subscriber billing/email address at least 30 days in advance of the change.  Our Terms of Service is also listed in our printed copies on page 2A.  You can view the Terms of Service online at ***************************************.   Currently, her account is set at the 4 week rate of $ 64.50.   As a loyal subscriber, we will extend a full 13 week credit on **** *********'s subscription.  This will extend the expiration date from 01/05/25 to 04/05/25.  

   

  Thank you,

  The Wichita Eagle

• Initial Complaint

  Date:10/23/2024

  Type:Delivery 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 Wichita eagle has started delivering the paper to my house again. I am not a subscriber. They have done this to me before. Sent me the paper for months when I had stopped my subscription and billed me , and turned me over to a collection agency. I stopped my subscription months ago. I have not subscribed again and can't get anyone from the eagle to respond. Please make them STOP.
  Thank you

  Business Response

  Date: 10/25/2024

  Thank you for contacting the Wichita Eagle.

  We spoke with *** ****** and working with him directly in regards to him receiving a paper in the US Postal Service on 10/23/24.

  We are not showing any active subscription for him.  We are keeping in touch with him and to make sure the papers are stopped and he will not receive any billing.

  Thank you 

  The Wichita Eagle 

  Customer Answer

  Date: 10/25/2024

  
  
  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:04/25/2024

  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.

  I originally subscribed to The Wichita Eagle in 2022. At that time I was given account number 51632522. I canceled that subscription successfully and had no issues. In June 2023, I resubscribed. I logged into my account to cancel my subscription in June 2023 and my account showed that I had no active subscriptions. In October 2023 I noticed that I was being charged monthly by The Wichita Eagle. I contacted them for a refund for October, as seen in the attached email thread, and told them my account showed no active subscriptions. They were less than helpful and continued to tell me that my subscription was active. I finally asked them for the account number and they provided 51669544 as the account number. I logged back in and my account "magically" showed the correct account with an active subscription. Had I been able to see this information in June 2023 I would have canceled immediately. I went back through my credit card statements and found that I had been charged every month in between June 2023 and October 2023. I disputed all of the charges. I received a phone call yesterday, 4/24/24, from a debt collector, ARM Solutions, stating that I had a balance of $15.62, presumably from October 2023. I was never made aware that I had a final balance due on this account and no attempt was made to contact me regarding the balance. They have my email address and I have included a screenshot of my account showing that "balance information unavailable" so there is no way for me to know I have a balance.
  
  I feel extremely misled and this level of dishonesty from a business is completely unacceptable. I had absolutely no way of canceling my subscription. I included a screenshot of my account when I logged in to cancel in June 2023. This was sent in an email to The Eagle on 10/6/23. After that, my account "magically" showed all the correct information.
  
  I want this collections debt removed as to not affect my credit score.

  Business Response

  Date: 04/30/2024

  Thank you for your message to The Wichita Eagle. We do apologize for the confusion on your accounts. Our records show the account *********** was cleared of any balance on 4/1/24. We do apologize for the notification you received. At this time, the account has been resolved and there is no past due amount on the account. You will not receive any further notifications.

  Please note, ARM Solutions is a non-reporting collection company. This will not appear on any credit report.

  Please feel free to contact us at ************ or ******************************* if you have any questions or concerns.

  Thank you

  Customer Answer

  Date: 04/30/2024

   
  
  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:03/12/2024

  Type:Customer Service 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.

  I signed up for a year subscription of both home delivery and the eEdition. My statement shows the service should have been from 04/05/23 – 04/03/24. A copy of that offer is enclosed. The cost for 52 weeks was $167.70 plus $5.36 for a print bill for a total paid of $173.06.
  I did receive a later to subscribers, dated August 22, 2023, stating that effective October 23, 2023 that they would charge an additional $5.00 per week for local delivery. On August 27, 2023, I sent them a letter stating I was unsure of what their letter meant to my subscription since it was for a year. I informed them then that if they were going to honor my regular subscription as agreed then OK. If they were changing the terms of my subscription, I told them then I wanted to cancel at that time. I got no response to my August 22, 2023 letter.
  
  I received a renewal notice showing my renewal as 12/17/2023. I responded with a letter dated November 21, 2023. Again, I questioned how they could change my yearly subscription without my agreement and told them at that time I would not renew my subscription.
  
  I received a second renewal notice with a renewal date of 12/13/2023. I sent a letter on January 4, 2024 again telling The Wichita Eagle that they should honor my original subscription but if they would not, I wanted to cancel all agreements between us.
  Then in their generous spirit of them being such a good business partner they ignored my cancellation requests and extend my expired (??) subscription for me and tried to bill me an additional $39.00. I refused and now The Wichita Eagle has turned my unpaid account over to a collection agency.

  Business Response

  Date: 03/13/2024

  Thank you for contacting the Wichita Eagle. The account for ******* ***** has been reviewed. We do notifiy subscribers in advance of upcoming changes to their subscription or delivery method. This allows customers to contact our customer service department by phone or email as the information given on the letter. Our payment processing facility in Livonia does not have a customer service department payments are processed through an automated system. Our Terms of Service can be reviewed with this link **************** The weekly supply chain charge is explained on your renewal notice that is also what changed the renewal date. At this time the balance of $39.53 has been removed and the ARMS agency who is a non-reporting agency has been contacted to stop all collection attempts. If you have any further questions please contact our customer service department at ###-###-####. 

  Customer Answer

  Date: 03/13/2024

  
  
  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:02/19/2024

  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.

  We have been a subscriber the to The Wichita Eagle for over 40 years. The past several years I have become more and more dissatisfied with their product and coverage, however, we continued to subscribe for the local news. For the past many years, I have renewed my subscription annually for a better rate and fewer payments.
  On 01/17/23 I renewed my subscription for 1 year, paid in full over the phone with the Eagle. My problem started while reviewing my monthly credit card statement for November 2023, I saw where The Wichita Eagle billed my credit card on November 15, 2023 for $314.59 unilaterally with absolutely no advance notice, USPS or email, of the subscription renewal, or end date, or the amount. More than 60 days ahead of the expected renewal date. Thus not allowing me the ability or opportunity to determine whether or not I wanted to renew my subscription. Then when I called The Wichita Eagle on 12/18/2023 they were feeding this line about their Terms and Conditions, where subscriptions are non-refundable. I don’t have a problem with that “if” I had the opportunity to review and agree to a renewed subscription contract. Since I was not able to get The Wichita Eagle to agree to credit my card over the phone, she said it would take 7-10 days to review, I reached out to the credit card company to initiate a dispute on 12/18/2023.
  I did receive an email to renew my subscription from The Wichita Eagle on December 27, 2023, exactly 6 weeks after they charged my card, and 9 days after my phone call with them. Now they have turned me over to a debt collector. So Wichita Eagle subscribers beware they unilaterally, without notice, bill you and try to hide behind their T&Cs to bully you into not disputing charges you have not reviewed or approved.

  Business Response

  Date: 02/21/2024

  Thank you for contacting the Wichita Eagle. The account for ***** ****** has been reviewed. At this time there is not a refund due the last payment of $314.59 being cancelled. On 1/19/2023 a retention representative offered a 52 week payment at a promotional rate at that time the account was sent up on autopay. Acceptance of the Terms of Service are required to set up the autopay.  A letter was sent out prior to our change to mail delivery which also gave an update about the price change involved. A refund requst was sent in to get approval but since the payment was cancelled there is no refund available. The balance on the account has been removed and the ARMS agency contacted to close the account. IIf you have any questions please contact our customer service department at ###-###-####. 

  Customer Answer

  Date: 03/18/2024

  As of 3/18/2024 we were ableto confirm, directly from the debit collector, that the debt collection was closed by The Wichita Eagle as they promised in their response. I thank The Wichita Eagle for fulfilling their commitment and even more so, Thank the BBB for their portal and willingness to act as a go between/arbitrator, as it were, to help consumers resolve grievances with the business community.

• Initial Complaint

  Date:10/24/2023

  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 cancelled my subscription in Aug of this year. I keep getting a bill for $5.36 as.a print bill fee. I have called several time to tell them that my balance is 0, so why do you print me a bill and charge me for it? They tell me sorry and that they corrected it. Well today I get another bill with the same charge. I feel that I shouldn't have to waste my time to get this handled each month. I want them to leave me alone and stop throwing their worthless paper in my yard and billing me for money I don't owe.
  
  Thank you

  Business Response

  Date: 10/24/2023

  Thank you for your message to The Wichita Eagle. Our records show the account was stopped on 10/22/23. The print bill fee is for the processing of the renewal notice. Since you opted out of renewaing, your account will be cleared and you will no longer receive notifications or a bill. We are sorry to see you wanted to cancel your subscription. Please reach out if you decide to renew in the future or if you are interested on a digital only subscription.

  Please feel free to contact us at ************ ** ******************************** if you have any further questions or concerns.

  Thank you

• Initial Complaint

  Date:09/07/2023

  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 had a subscription to the eagle for years and the last 2 months the eagle has charged me $79.89 for a monthly subscription. I sent a message to them on august 5 to change my subscription to online . I got charged again this month and when I call the customer service I was told it is now a weekly subscription and it is now $78.89 a month . I told her I never authorized they to change anything in my account and told her abuse the message I sent and was told I must have sent it wrong. Told her I got a message acknowledging the received it. So I told ghee I want my money back and was told there is a no refund policy but I could go to digital for $36 a month and that is not what the eagle website states. It should be $13.20 a month . I told her who pays $79.89 a month for a newspaper and to cancel my subscription. In the ast 2 months they have charged me for what is over a year subscription as I have been paid monthly for 16.60 to24.20 in April now to $79.89. I reached out to them by text email . I have canceled my subscription and want my money back this is robbery at the highest levels.

  Business Response

  Date: 09/08/2023

  Thank you for contacting the Wichita Eagle. The account for ******* ******* has been reviewed we apologize that the request to change to digital only service on 8/5/2023 was not processed. At this time we have changed your account to digital only at the price offered to you on 9/7/2023 of $36.99 per month. This is a discounted rate compare to our published digital only rate. Our terms of service located on page 2A of the newspaper tell you that all cancellations will be processed on the next renewal date. All payments are non-refundable. We can process a refund for the difference from the print to digital only since due your request on 8/5/2023 not being processed. A refund request for the amount of $42.90 will be sent to our finance office. We apologize that your request to change to digital was not processed. If you have any questions please call our customer service department at 800-200-8906.

• Initial Complaint

  Date:07/11/2023

  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.

  I am disputing a charge from the Wichita Eagle. My subscription ended 04-09-2023. I attempted to cancel after they sent me an e-mail, but was unsuccessful. A week later I received a phone call from the Wichita Eagle informing me that the subscription had expired and I informed them at this time I no longer wanted this service. I told her to cancel the subscription. She basically was asking why and I informed her that I no longer wanted it, and to cancel. She informed me that I had not cancelled on line and I informed her that I was unable to do it on line and was cancelling it now. We received one more paper that following Sunday. Another week or two went by, and I was called AGAIN about my subscription and I informed the caller that I in fact talked with someone from their business to cancel. She then told me I owed them 27 dollars. Again they told me I hadn't cancelled? I informed them I had not received any more papers and again cancelled over the phone. On June 12th, I received a bill for $41.71. They acknowledged that I had cancelled my subscription, were wanting me back and said I owed them now $41.71. I don't know the carriers phone number to verify with him that I haven't been getting papers. Last week I received a letter from collections ****** *********. When I called them today, ****** told me I could "make this all go away" if I just paid it. When I refused paying for something I did NOT receive he said he could reduce the amount today to $31.71!!! He said they had authority to lessen the amt. in question. If I want to dispute it now, I must send them all the info I had along with documentation. I am in shock that this business is allowed to basically operate in such a manner. I am asking for assistance in what I can do to resolve this very unnecessary Time-consuming issue. In my opinion, it's got fraud and inappropriate business practices all over it! Please e-mail me or call if I can be any further assistance. Thank you.

  Business Response

  Date: 07/11/2023

  Thank you for your message to The Wichita Eagle. Our records show the account expired on 3/5/23. Since the subscriptions do not stop automatically, the account continued on a grace period until 5/7/23.  Prior to the expiration date, we sent out one renewal notice on 1/30/23. After the expiration date, we sent a second renewal on 3/15/23. All renewal notices state the paper will continue unless we are notified otherwise. In this case, we understand Ms. **** wanted to stop the subscription. We do apologize that the request was not handled properly. As of today, 7/11/23, the account has been cleared to a zero balance.

  Please note, *** ********* is a nonreporting collection company. This will not appear on any credit report.

  Please feel free to contact us at ************ or ******************************** if you have any further questions or concerns.

  Thank you

  Customer Answer

  Date: 07/14/2023

  To the BBB, I do have documentation reflecting when my subscription expired...was 04-09-2023.  They did NOT send any statements prior to being expired. Regardless, they have resolved this to a zero balance, and I am satisfied.  Thank you for your excellent service!

  Customer Answer

  Date: 07/14/2023

  
  
  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,
  
  
  
  ****** ****