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:03/13/2023

  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 Paid up front for delivery of The Sunday Dispatch back in late Dec. 2022. I never received my first paper delivery until 2 months later. I did contact them each week for 8 straight weeks but I still never received the paper. Then I received the paper for 2 weeks but then I started receiving The Cleveland Plain Dealer instead of The Dispatch for the last 3 weeks.
  I have contacted them thru Email and live chats many times about my delivery problems and of today 3-13-23 my problem has never been solved. Please look into this matter for me. My account number with The Dispatch is:********** Thank-you
  **** ******

  Business Response

  Date: 03/27/2023

  March 27, 2023
  **** ******
  **** ****** **
  ********** ** *****
  Daytime Phone: ***** ********
  E-mail: ********************
  
  Complaint *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  
  
  Mr. ******’s account has been documented and credited accurately based on the choice he made using the automated systems. I notified Mr. ******’s carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  I have also placed a courtesy credit of $8.00 extending his expiration date to January 2024. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  Date:03/13/2023

  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.

  Continued delivery problems even throughout last year. ( 2022) Delivery problems continue thru this year ( example last Thursday 3/09/2023) paper never delivered and when I called a recording said not able to deliver that day but subscription would be extended. That is the usual response I get every time I call. No one EVER returns a call or responds no matter how many times our paper is not delivered. Unreliable, NEVER able to get ahold of any person at the number provided. I got so frustrated at one point I left a message on the News Desk recorder and said “ I have a repeat news flash of our not getting our paper again… but then that would be OLD NEWS!)
  Totally frustrated and fed up, If that’s what you call doing business then I think they need to close up shop. Quit doing a half baked job . Unreliable and customer service is non existent at the Columbus Dispatch, and they call themselves a newspaper !
  The only news is that it’s guesswork as to if you get what you’ve paid for and subscribed to.

  Business Response

  Date: 04/03/2023

  April 3, 2023
  ***** *****
  ** * ********* ***
  ************ ** *****
  Daytime Phone: ***** ********
  E-mail: ********************
  
  Complaint # ********
  
  Please accept this as confirmation we have received Ms. *****’s complaint regarding her delivery issues. We apologize for the previous response; although the name was incorrect, much if not all the last response applies to Ms. *****’s ongoing delivery problems. Customer service is not given information about why a subscriber is missed unless it affects the entire route. Our agents can enter the same complaints the automated system does and escalates the account as needed.
  
  I have sent Ms. *****’s concerns to our Circulation Director and requested he intervenes and assists in correcting the matter. This will generate a resolution.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  

  Customer Answer

  Date: 05/04/2023

  [I am rejecting this response because: 
  Our newspaper was missed again last Thursday and Friday and again today Thursday May 4th . With that being said evidently the Columbus Dispatch is NOT escalating my complaint for a resolution to their continued lack of delivery. Extending my subscription only continues the issue, nothing has changed… we are still NOT getting our newspaper as expected. 
  

  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  ***** *****
  ** * ********* ***
  ************ ** *****
  Daytime Phone:
  ***** ********
  E-mail:
  ********************
  
  Complaint #
  ********
  
  Please accept this
  as confirmation we have received Ms. *****’* rejection. On 5/5/23 we received
  notification from a District Manager that states, “Spoke to Mrs. *****. She's
  happy I called. I let her know we will be replacing the carrier on the route
  soon and it should be corrected. She now has my number and will contact me in
  the future.”
  
  Since our last
  reply date 5/4/23, Ms. ***** report one missed delivery. I have been informed this
  will not continue and that her concerns will be resolved consistently.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  
  
  
  

• Initial Complaint

  Date:03/13/2023

  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.

  Their service is terrible at the beginning of the month we haven't gotten papers, in January we missed 10. they gave us a number to call and the number states that they will subtract from our bill and the other number states that they will send out the paper immediately, you can never get ahold of a live person. It is very frustrating. I started to keep track after noticing a pattern, in total we have not received 17 papers since the end of December.

  Business Response

  Date: 03/27/2023

  March 27, 2023
  ***** *******
  *** ***** **** **
  ***** *********** ** *****
  Daytime Phone: (**** ********
  E-mail: ***************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms* ****** and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  The Columbus Dispatch provides redelivery on Sundays if requested by 10 am.
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  
  
  Ms. ******’s account has been documented and credited accurately based on the choice she made using the automated systems. I notified Ms. ******’s carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer Answer

  Date: 04/09/2024

  I'm having trouble with the dispatch, again, delivering papers back, and we already have called about that, and we can't get through to them. And I talked to you a new helped, I think could be the paper for a week, maybe, but now we're not getting it again. And you can't you leave a message, and I can't get anybody, So they really are having a delivery issue. 

  Customer Answer

  Date: 04/09/2024

  I'm having trouble with the dispatch, again, delivering papers back, and we already have called about that, and we can't get through to them. And I talked to you a new helped, I think could be the paper for a week, maybe, but now we're not getting it again. And you can't you leave a message, and I can't get anybody, So they really are having a delivery issue. 

  Business Response

  Date: 04/10/2024

  April 10, 2024

  
  
  **** *******
  *** ***** **** **
  ***** *********** **  **********
  
  Complaint #*********
  
  We sincerely apologize. We have reached back out to the District Manager and their management team and received the response that they would contact the customer directly and would verify delivery daily until properly resolved.
  
  Again, our apologies.
  
  
  Subscription Management Specialist Team Lead

  Business Response

  Date: 04/10/2024

  April 10, 2024

  
  
  **** *******
  *** ***** **** **
  ***** *********** **  **********
  
  Complaint #*********
  
  We sincerely apologize. We have reached back out to the District Manager and their management team and received the response that they would contact the customer directly and would verify delivery daily until properly resolved.
  
  Again, our apologies.
  
  
  Subscription Management Specialist Team Lead

• Initial Complaint

  Date:03/08/2023

  Type:Customer Service 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.

  Wants to cancel subscription to The Columbus Dispatch & get a refund. Can't get through on the phone.
  Gets recording continually. Can not talk to a person. He is still getting charged for the paper.
  Haven't been delivered a paper since he subscribed.

  Business Response

  Date: 03/16/2023

  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ***** and the termination of his Sunday-only subscription. Based on his account, he has reported one missed delivery and received a credit extending his expiration date. Mr. *****'s subscription will stop on his paid-through date of 3/26/23.
  
  Print subscriptions are a non-refundable service. If a cancellation is requested, it is processed at the end of the current term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer Answer

  Date: 03/17/2023

  I am rejecting this response because: 
  

• Initial Complaint

  Date:03/08/2023

  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 am a 75 year old 20 year resident of ****** ******* and have been getting the Columbus Dispatch for over 20 years. I'm retired and my wife and I travel a lot so we often stop our newspaper while we are gone. We used to be able to stop it for a week and get credit for the week we are gone. This summer we were gone for three weeks and when I contacted the paper they said that we had to be gone for a month before they would give me credit. Well I just got back from a month long trip and when I contacted them they said since I still had access to 'Digital Subscription' I would not be getting any credit. I explained that I'm not a millennial and do not use the digital access, that is why I pay $4 a copy for the hard copy of the paper! I just want credit on my account for the month of papers I paid for that I did not get, THAT I PAID FOR! "Since you had 'digital access' there will be no credit....
  
  I spoke to two levels of customer contact (I won't honor them with 'Customer Satisfaction') both of whom quoted the company policy, 'You had digital access!' NO CREDIT!
  
  So I'm retired, I have the whole day today to find places that will listen to my situation.
  
  If there was another local paper I wouldn't be doing this, but my only choice for local newspaper is this.
  
  Hey! Guess what 'I HAVE "DIGITAL ACCESS" TO COMPLAIN!'

  Business Response

  Date: 03/16/2023

  March 16, 2023
  *** *******
  *** * *** **
  ********* ** *****
  Daytime Phone:
  ***** ********
  E-mail: ******************
  
  Complaint #********
  
  Please accept
  this as confirmation we have received a complaint from your offices regarding Mr.
  ******l and our vacation policy. The Columbus Dispatch adopted our 28-day vacation
  policy over five years ago. To date, Mr. ******l has not taken a vacation surpassing
  28 days; our systems automatically recognize the timeframe and apply the necessary
  credits to the account. Based on his account, Mr. ******l pays $2.35 per paper,
  not the $4.00 mentioned.
  
  Mr. ******l
  will not receive the refund requested. We encourage him to review aboutyoursubscription.dispatch.com
  for more information.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  
  
  
  

• Initial Complaint

  Date:03/05/2023

  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.

  The Dispatch has not delivered the paper for the past three weeks, despite multiple reports and phone calls! I have escalated the issue twice with no resolution. In addition when I cancelled the paper they would not make a refund!

  Business Response

  Date: 03/07/2023

  March 6, 2023
  ****** *******
  *** ******** **
  ************ ** *****
  Daytime Phone: ***** ********
  E-mail: *********************
  
  Complaint *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******* and his delivery. Based on his information he opted to terminate his account on the day he filed this complaint. All Gannett subscriptions are nonrefundable and subject to approval under certain eligibility requirements. As a courtesy, the *******s will receive a refund of $12.27 back to Mrs. *******’s credit card. This is the amount that remained at the time of cancelation and will take up to 7-10 business days to reflect within her account.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  

• Initial Complaint

  Date:02/17/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 sales representative is D** ************. He told me I owe $1700 for advertising. I have consistently paid for advertisements in the Sunday and weekly papers with paper checks mailed to Cincinnati. I have texted proof of payment to the Dispatch 3x. I am also upset as I feel I was misled about the number of publications my ad were appear in and the number of residents who would see my ad. It was my understanding the weekly papers were being delivered to all residents. I learned in August of 2022 that these free papers were no longer being delivered to residents unless the resident had a Dispatch subscription.

  Business Response

  Date: 04/24/2023

  
  I’m sorry,
  
  I forgot to respond, but I had sent this information over to our billing department and am still awaiting a response. I would also like the record to show that I had become Mr. ******’s account representative as recently as March. I had no prior knowledge of this incident but am actively trying to assist him in clearing the account. When I first introduced myself to him, and mentioned that there was an outstanding balance on the account, he instantly threatened to lodge a complaint, even though I said I would have to look into the situation. I will keep you posted the best I can, however I had sent the info ASAP from when first received on April 10th. If you need anything else please do not hesitate to reach out!
   
  
  Thank you,
  *** ******
  
  Sales Advisor | Communities Classifieds

  Customer Answer

  Date: 05/12/2023

  I am rejecting this response because: You people took this case Feb 17 2023. You copied every check twice so how can you say you don't have copies.

• Initial Complaint

  Date:02/13/2023

  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.

  The Columbus Dispatch is not delivering our newspaper each day as promised. We have paid for six papers per week, but have only received three papers per week since he end of December 2022. I asked the customer service rep to either send us a refund or deliver our newspaper- Was told NO refund & I will be given "credit" for undelivered papers.

  Business Response

  Date: 02/20/2023

  February 20,
  2023
  ****** *******
  *** * ****** **
  ************ ** *****
  Daytime Phone:
  (**** ********
  E-mail: ***************
  
  Complaint *********
  
  Please accept this
  as confirmation we have received a complaint from your offices regarding Ms. *******
  and her account. We are sorry we were not able to resolve her delivery concerns
  before she ultimately decided to cancel her subscription. All subscriptions are
  nonrefundable and stopped on their paid through date; refunds are subject to approval,
  and most are not eligible. Due to Ms. *******’s situation, we have granted a
  refund request in the amount of $26.19; this is the amount that remained on the
  account once it was stopped.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  
  

  Customer Answer

  Date: 03/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: I did not receive 17 newspapers from 1-15-23 to 2-15-23  Dispatch newspapers that I paid for  and that totals $51.00. I feel that I should be compensated for that amount. The Dispatch has never contacted me in any way to try to work out and agreement or to explain why I was not receiving my papers.
  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 03/06/2023

  March 6, 2023
  ****** *******
  *** * ****** **
  ************ ** *****
  Daytime Phone: ***** ********
  E-mail: ***************
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. *******’s complaint. The refund she received is what remained on her account at the time of the cancelation. This amount includes any credits applied for a reported, missed delivery. During the timeframe Ms. ******* provided, she lodged a complaint against her carrier and request a credit 14 times. We do not provide credit for any missed delivery not reported at the time it happens.
  
  Ms. ******* will not receive an additional refund.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  

  Customer Answer

  Date: 03/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I reported each and every time a Dispatch was not delivered to me. I have a documented record and so does the Dispatch as I called and complained each day I did not receive a newspaper. Seventeen times between Jan 15,2023 & Feb 20, 2023 no paper was delivered -papers that I paid for.
  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 03/30/2023

  March 27, 2023
  ****** *******
  *** * ****** **
  ************ ** *****
  Daytime Phone: ***** ********
  E-mail:
  ***************
  
  Complaint
  #********
  
  Please accept
  this as confirmation we have received a rejection from your offices regarding Ms.
  Christy. AS we previously stated, Ms. ******* received credit for any missed
  delivery reported at the time it happened. We will not apply any additional
  credit to her closed account. A refund of $26.19 was processed and mailed on
  2/20/23.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  
  
  
  

• Initial Complaint

  Date:02/08/2023

  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.

  Deliver issues with my newspaper with The Columbus Dispatch all last year and again this past Sunday. I started not renew my subcription this year but because i am a senior with some health issues and going to the store for a Sunday only paper was a bit much. To my dismay I had no news on my porch this past Sunday morning (2/6/23). I called The Dispatch this morning with my complaint again and requested a refund for the 6 months i just paid for on January 9, 2023 (ck. $152.00). I was told that there was a no refund policy but i could donate my subcription to someone else or receive a digital copy. I have had the dispatch for over 40 yrs. and never heard of a no refund policy. As a former news paper carrier for The Cleveland Plain Dealer, if i did not fix my delivery problems i could be removed from the route and loose money.
  As a senior and veteran with some vision issues i deserve better this treatment for something i paid for in good faith !!!

  Business Response

  Date: 02/13/2023

  February 13,
  2023
  **** *****
  **** ***** **** **
  ********* ** ********** ***
  Daytime Phone:
  ***** ********
  E-mail: *********************
  
  Complaint #********
  
  Please accept this
  as confirmation we have received a complaint from your offices regarding Mr. ****
  and his delivery issues. We apologize for any frustration this has caused. All
  Gannett Publications are nonrefundable. This process has been in place for some
  time. If cancelation is requested, subscriptions are stopped on their
  expiration date and refunds are not given. This information can be found on all
  renewal notices and at aboutyoursubscription.dispatch.com.
  
  I have escalated
  his concerns to his carrier and their manager, requesting an immediate
  resolution for his ongoing delivery issues; this will generate a resolution.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  
  

  Customer Answer

  Date: 02/26/2023

  Thank you for addressing my issue with the delivery of my Sunday only News Paper from the Cols Dispatch.  I am presently receiving the newspaper & in a timely manner. Thank You again, **** *****

• Initial Complaint

  Date:02/02/2023

  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 November 29, 2022 I paid the Columbus Dispatch $39.00 for three months service at a rate of $13/month. I started the subscription in July 2022. I immediately had problems with paper billing and online billing that didn't match the $13/month and had paper delivery problems because it was never clear to them that I had paid (?). I asked to speak with a supervisor after the original customer service representative was unable to clarify the problem. She kept telling me I had "debs" and I did not know what she meant. English is not her primary language. I asked her three times to get me a supervisor and she resisted. I hung up and Reagan called me back. I spoke with the supervisor (Reagan) on Tuesday as I did not receive a paper on Sunday. The supervisor told me that I was being charged $9/month because I did not use auto debit or give them a credit card to use for charges. I was not aware such a charge existed.
  Reagan confirmed that any existing amount due ($27.00) for monthly charge would be dropped and confirmed that I was paid through February and would get a paper. I contacted customer service today and was told my subscription was cancelled. She could not give me details.

  Business Response

  Date: 02/06/2023

  February 6, 2023
  ***** ******
  ** ***** **
  **** ********** ** *****
  Daytime Phone: ***** ********
  E-mail: *****************
  
  Complaint # ********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ****** and her account issues. We have reviewed the complaint and we are happy to address her concerns. When Ms. ****** made a payment of $39.36, it was first put toward the past due balance of $26.50. Ms. ****** did not report missed deliveries as they happened; this is required to ensure that the carrier is held accountable in a timely manner and that the appropriate credit is applied to her account. Ms. ****** received a bulk credit totaling $37.46 as a one-time courtesy. Ms. ****** will not receive delivery of the paper at no cost as she has requested. The missed deliveries she referred to have been credited in the bulk credit given on 1/30/23.
  
  The agent Ms. ****** spoke to on 1/30 also scheduled the paper to stop on 2/2/23 due to a billing issue. I have resumed Ms. ****** paper and converted her billing to electronic. An invoice will come to the email address within this complaint to avoid the $9.00 paper invoice fee: the other option being autopay. This can be changed at any time.
  
  I have waived the past due balance of $10.29 and extended Ms. ****** paid through date to 2/28/23.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer Answer

  Date: 02/07/2023

  
  
  I accept the business's response to resolve this complaint.

  Regards,
  
  
  
  ***** ******