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:02/08/2023

  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
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone:
  REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this
  as confirmation we have received a complaint from your offices regarding Mr. REMOVED
  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, REMOVED

• 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
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint # REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. REMOVEDand her account issues. We have reviewed the complaint and we are happy to address her concerns. When Ms. REMOVEDmade a payment of $39.36, it was first put toward the past due balance of $26.50. Ms. REMOVEDdid 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. REMOVEDreceived a bulk credit totaling $37.46 as a one-time courtesy. Ms. REMOVEDwill 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. REMOVEDspoke to on 1/30 also scheduled the paper to stop on 2/2/23 due to a billing issue. I have resumed Ms. REMOVEDpaper 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. REMOVEDpaid 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,
  
  
  
  REMOVED

• Initial Complaint

  Date:01/22/2023

  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.

  I have a digital monthly Columbus Dispatch subscription. I signed up for this online. I logged into my Columbus Dispatch account today (Jan 22 2023) to cancel my subscription. Under Billing, I clicked on the button "Cancel Subscription". A response came up saying "Cancel Subscription: This feature is not available at this time. Please contact subscriber services for assistance at 1-888-884-9026". I called that number and after several automated messages got to an option to cancel subscription. I indicated that I wanted to cancel subscription which triggered an automated voice message saying that I could not cancel the subscription in this way and that I would need to call back during business hours on Monday. I work during those hours on Monday and won't be able to call. I believe that this is an inappropriate strategy from the company to prevent me from canceling my subscription.

  Business Response

  Date: 01/26/2023

  January 26, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  

  Complaint #REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. REMOVEDand his eNewspaper subscription to the Columbus Dispatch. Per Mr. Parson's request her account will stop on his paid-through date of 2/17/23; billing and access will cease on this date as well. 
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. 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: 01/26/2023

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

• Initial Complaint

  Date:01/19/2023

  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.

  BBB transcribed from handwritten letter:
  
  To Better Business Bureau:
  
  I hope that you can help or advise me on this matter. I’ll explain to you what has been happening to me and the Columbus Dispatch newspaper. Down thru the years there has always been a problem with the delivery of the papere. I only need the paper on Saturdays & Sundays. I would read the daily paper at work per co-workers.
  
  The Columbus Dispatch did not think it was a big deal if a customer did not receive their paper. They would say call, but when we would, they put on a recording saying “You will not get a paper today, click.”
  
  After, I would still subscribe for another 6 months. The cost was $58.14. Other neighbors complained to me the same problem. Some would not renew .
  
  On October 12, 2022, I sent in the $58.14. I called the company 8 to 10 times, complaining to different employees. Each would tell me that they would help me. I received a paper on Dec 18 on my porch, but none since. They owe me $58.14. At the library around the corner from my house, they receive a Dispatch every day. Yet I receive none for one day, Sundays, they stopped the Saturday. Can you believe it, I go to the library and read their newspaper on Mondays.

  Business Response

  Date: 01/25/2023

  January 24, 2023

  REMOVED

  REMOVED

  
  REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. REMOVEDand her delivery issues. We are sorry to hear about her experience. Based on Ms. REMOVED's account the last complaint she lodged against her carrier was on 11/6/2023. It is important that she use one of the automated services to report missed deliveries as they happen. This is to ensure that her account is credited accurately, and her carrier is held accountable. I have notified her carrier and their manager of her concerns and asked for an immediate correction.
  
  All subscriptions are nonrefundable and stopped on the expiration date if cancellation is requested. For more information, we encourage Ms. REMOVEDto review aboutyoursubscription.dispatch.com.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  
  

  Customer Answer

  Date: 02/27/2023

  Hello, BBB 

  It's me again, REMOVED 

  Complaint ID REMOVED

  This is the last time I will write you.  I have bothered you enough.  Two weeks ago I wrote you & thanked you for helping me receive the Columbus Dispatch, well,  I received 2 newspapers for 2 Sundays & I told you that I was happy  & told you that I hope that it would a continuous delivery.  Well, not so, after the 2 Sundays, nothing, yesterday.  Thanks again for the 2, I won't bother you anymore.

  Sincerely, 

  REMOVED

   

   

• Initial Complaint

  Date:01/09/2023

  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.

  The Columbus Dispatch restarted a subscription that was cancelled 2 years ago without any direct contact with our household to confirm the subscription was desired. I called to the newspaper to inquire why the paper was being delivered. (promotional item?) The newspaper reported it had received an unsolicited payment, without an active account, without an open invoice, and without an confirmed order to restart the service. The newspaper admitted it assumed the payment arrived for one of their services and made the choice as to which service was required. No effort was made by the newspaper to call my family to confirm a service was being requested.
  
  I have struggled with communication to the newspaper for nearly a month to get the newspaper to cancel the unwanted service, stop the delivery, confirm when and how a payment was received, and to work with me to have any payments received in error returned to my family.
  
  Newspapers started arriving via USPS the second week of December and I called on or about Dec. 14 2022 asking for delivery to stop and sharing that I had no record of ordering the service or sending a payment.
  I was told by the customer service representative that the service would be cancelled, that an "investgation request" was entered into the newspaper system to determine how and why the service was restarted, and that I would be contacted with the results. I never received any further contact.
  
  I called 01/09/23 and used the on-line chat service due to multiple attempts to reach someone on the phone only to be left on hold due to excessive wait times. The customer service contact on 01/09/23 stated that the acount was still active, "no refunds" is the company policy and refused to provide the correct management contact with whom I could speak to resolve the matter. The newspaper contact provded a verbal confirmation that a payment of $89.98 was received and posted at the newspaper billing center on 11/17/22.
  
  I have contacted my bank and learned that an electronic payment of exactly $89.98 for services provided by an internet service provider was incorrectly routed to the newspaper.
  
  I wish to receive a full refund of the $89.98 payment sent to the newspaper in error and without a request to the newspaper to provide any of their services.

  Business Response

  Date: 01/11/2023

  January 11, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. REMOVEDand his account with the Columbus Dispatch. It is standard practice for all Gannett publications to start an account when payment is received. Further research is not conducted; payments are received by a bank and then imported into an account. The payment received to their account was in check form.
  
  Mr. REMOVEDhimself admittedly received paper delivery to his home during this time. We do not offer refunds and accounts are stopped on the paid-through date and not before.
  
  This is an error within his financial institution, not that of the newspaper. He will need to contact them for further assistance in this matter.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  

  Customer Answer

  Date: 01/12/2023

  Complaint: REMOVED
  
  
  
  I am rejecting this response because: 
  
  
  The business is not addressing the failure of the business to confirm that services were desired prior to reactivating a discontinued account.  The business is also failing to acknowledge that no request for a specific service was made and no one contacted me to discuss which of there varied services were to be provided.

  The payment was not in an amount that matched any of the standard business subscription prices.

  Had a simple phone or email message communication been made by a business representative this error could have been avoided.

  I would like a management level representative to review the complaint and to contact me to discuss the detail of this matter.

  Regards,
  
  REMOVED

  Business Response

  Date: 01/18/2023

  January 18, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  

  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received Mr. REMOVED’s rejection. Our previous response did acknowledge his concerns, “Further research is not conducted; payments are received by a bank and then imported into an account,” this was stated to inform him why no contact was made to him. Gannett, Inc. receives payments from over 200 publications daily. Research of each payment is not possible and is not conducted.
  
  Subscription rates vary, the offers displayed online are for new subscribers only. Despite the rate a subscription is on when payment is received, the system will accurately extend the expiration date. Mr. REMOVED’s payment paid for a month of delivery.
  
  I am a member of the management team and have made the decision that a refund will not be processed. Aside from this complaint, Mr. REMOVED’s first contact with a member of customer service was on 1/9/23 when he terminated delivery. This is a month after the payment was received and applied to his account. He has received the product his payment paid for. Mr. REMOVED’s account does not have a balance to refund.
  
  Mr. REMOVEDwill need to speak with his bank, as this is their error for any compensation. Again, a refund will not be issued from the Columbus Dispatch.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  
  

  Business Response

  Date: 01/30/2023

  January 30, 2023
  REMOVED
  REMOVEDr
  REMOVED
  Daytime Phone: (REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received Mr. REMOVED’s rejection. We have explained numerous times our stance on Mr. REMOVED’s complaint. He and/or his financial institution made an error and sent payment to an organization where he had an account. Mr. REMOVEDadmitted to receiving the newspaper and waited more than a month after the payment was applied to contact us. There will not be a refund given.
  
  Our management team does not have a direct number to offer. As previously stated, I am answering this complaint as a member of management. He is welcome to send an email to REMOVEDwith his BBB complaint number as the subject line, and I will be more than happy to explain things to him again, as I have done here.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer Answer

  Date: 01/31/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18711636
  
  
  
  I am rejecting this response because: 

  The current representative of the business continues to misrepresent the facts and mahke any effort to confim communications I have had with the Coumbus Dispatch.

  I contacted the local Columbus Dispatch office within days of the undesired services beginning and demanded teh service be stopped and the refund be issued.  It was not one month after servicesb egan.

  The accurate timeline was explained in the initial BBB filing.

  I cancelled the account and services approximatey 2 years earlier.  The Columbus Dispatch did not close the account as requested.

  I have repeatedly asked for a direct contact at the Columbus Dispatch with whom I can discuss and resolve this matter.

  I am again asking for the matter to be escalated to the next level of management for resolution.

  Regards,
  

  
  
  
  REMOVED

• Initial Complaint

  Date:01/04/2023

  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.

  They don't deliver my papers! Five days straight and there's nothing, this happens so often off and on!

  Business Response

  Date: 01/12/2023

  January 12,
  2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: (REMOVED
  
  Complaint REMOVED
  
  Please accept this as confirmation we have
  received a complaint from your offices regarding Ms. REMOVEDand her delivery
  issues. Based on her information, the last complaint lodged against her carrier
  was on 10/28/22; this was also the last known contact with Ms. REMOVED. It is
  important to report missed deliveries as they happen to ensure her account is
  credited accurately and that her carrier is held accountable. She may use the
  automated services by calling 1-877-734-7728, using the account management portal
  at dispatch.com or emailing [email protected].
  
  I have notified her carrier and their manager of
  her concerns and requested an immediate resolution.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  

• Initial Complaint

  Date:12/29/2022

  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.

  I called the Columbus Dispatch on Nov. 17th 2022 and paid in full for a 6 month subscription of their Sunday paper. Today is Dec.29th 2022 and I have Never Received my first ever paper! This Sunday will be the 6th week and quite honestly I really don't think I will see a paper. I have probably contacted them at least 10 times via live chats, emails and phone to no resolve of my problem. I also was told many times that they were sorry however I would receive my Sunday paper later that same week ! That turned out to be a lie also! They really have a poor cutomer service dept! Hopefully you can help get my problem solved. Thank for your time and help in this matter! Jack REMOVED

  Business Response

  Date: 01/17/2023

  January 17, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. REMOVEDand his delivery issues. We apologize for the frustration this has caused. I have escalated his concerns to our senior members of management within our Circulation department. They have advised me that the carrier will be addressed and held accountable. Mr. REMOVEDwill also be placed on a verification list where his delivery will be verified with a member of management each scheduled day of delivery. A manager will deliver the edition if a carrier has not yet left one. If Mr. REMOVEDreceives two papers, it is for this reason.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer Answer

  Date: 01/25/2023

  Thanks to your efforts my delivery problem has been solved on getting my Sunday Dispatch.
  After not getting a paper for 2 months we have finally started receiving it. Thank-you again for your help!
  
   Best regards,

  
  
  REMOVED