ComplaintsforAustin American-Statesman

• Initial Complaint

  02/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been a long time subscriber to the home delivery of the austin American statesman newspaper. I have had nothing but problems with their newspaper delivery for the past year. I have called their customer service line many, many times to complain and try to get a resolution and nothing changes! They tell me my account is flagged because of some many problems but again that means nothing. I email them on 1/27/23 and got a response from ************** member specialist but again I have not gotten my paper in over 3 weeks. I emailed again on 1/29/23 and got a response from ****************** customer care member specialist. Both responses said they would contact the circulation team and district manager but still NOTHING has changed! I still have no paper delivered that I paid ALOT of money for. No one will give me any local phone numbers to call or district managers to contact. It is completely unacceptable to pay for a service and not get it! It is also unacceptable to give such HORRIBLE customer service and not care at all.

  Business response

  02/08/2023

  February 8, 2023
  *********************
  1900 ***************************
  Unit 4803
  Austin, **  78727
  Daytime Phone: **************
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** 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. 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, automatic payments or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issues. 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.  
  
  **************** account has been documented and credited accurately based on the choice she made using the automated systems. I have notified **************** carrier and their manager of her 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 response

  02/08/2023

  Complaint: 19336231
  
  I am rejecting this response because:I have not gotten any newspapers in a month.  They have no substitute carrier or manager delivering my paper.  I have emailed them many times and get the same response from different people every time but my complaints are NOT resolved or addressed.  All I get is a form letter response with absolutely no follow up.  I want to be contacted by a manager locally that can explain why I am getting such terrible service.  The local phone number is a call center that is not in Austin.  No one has told me WHY i am not getting my paper!!  My account should be flagged since I call every day to complain I have not gotten my paper, yet nothing is done to correct this!  I dont want to hear the same excuse that they are looking into the problem with no follow up or corrections. I am tired of being lied to over and over again!
  
  Regards,
  
  *********************

  Business response

  02/13/2023

  February 13, 2023
  *********************
  1900 ***************************
  Unit 4803
  Austin, **  78727
  Daytime Phone: **************
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received **************** rejection. Based on her information, she has terminated her delivery as of 2/11/2023. We are sorry to hear we could not resolve her ongoing delivery issues. I have requested a refund of $246.03. This amount should reflect back to the credit card on file within **** business days.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  

  Customer response

  02/13/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I need your help or direction. Austin American Statesman Subscription cancelled October 19th. It is now January 17 and they continue to deliver it everyday. No one there to pick up paper which makes it a target for burglary. Have made over 10 calls and also emails since October trying to get them to stop. Got confirmation code ******** to stop delivery on October 19. On 11-2-22 got case code Q5W9C7 to address fact they have not stopped delivery. I won't bore you with all the calls and emails. Neighbors have been kind, but I have to drive across town and pick up paper every day.If you can help, or have a special contact number besides their customer service number, I would appreciate any help stopping delivery. I am acting as an agent for ***********************, ************. I'm happy to upload any communication if that would be helpful.Thank you and Best Regards,***************************** ************

  Business response

  01/25/2023

  January 24,2023
  *****************************
  c/o ***********************
  3913 ************ 
  Austin,**  78731
  Daytime Phone:**************
  E-mail: **************************
  
  Complaint #********
  
  Please accept this confirmation we have received a complaint from your offices regarding **************** and the unwanted delivery of the ********. I have notified our delivery escalation team and asked for an immediate correction to their concerns. This will generate a resolution.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  

  Customer response

  01/27/2023

  Complaint: 18827606
  
  I am rejecting this response because: For 3 months I have been told by over 12 service reps and supervisors they would escalate this to stop the paper.  As of today, January 27, 2023 there were 2 more papers in the driveway, one with today's date. (picture attached.  If I don't drive across town to pick up they accumulate in the driveway. Clearly the circulation department is not getting the message and needs to red flag this address to stop the paper. If there are break-ins at the property due to the signal of stacked up newspapers in driveway we will have to hold the Statesman liable.  Want to avoid any situation like that.  I would like a direct contact name and number for the circulation department, or at least obtain their information and for the BBB to call them. I appreciate any help anyone can give on this to get it stopped.
  
  Regards,
  
  ***********************

  Business response

  02/13/2023

  February 13,2023
  *****************************
  c/o ***********************
  3913 ************
  Austin,**  78731
  Daytime Phone:**************
  E-mail:**************************
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ******* rejection. Several of the houses on Ms. ******* street are active subscribers, including those on either side of her address. Members of management have spoken to the carrier of the area and ensured me that they are diligently working to not deliver to the address listed in this complaint.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  
  Tell us why here...

  Customer response

  04/20/2023

  Complaint: 18827606
  
  I am rejecting this response because:

  It is now 6 months over ********************************************************************** law's home. Her subscription expired October 19, 2022. Her obituary ran in their paper in March. The statesman's answer to 1-23-23 complaint was they would expedite info to stop delivery. When delivery continued they said delivery was accidental due to neighbors both sides being subscribers. I have checked and neighbors both sides are not subscribers but those Neighbors are having to pick up paper daily to avoid them stacking up. I need delivery to stop and for someone to follow-up to be sure it's taken care of.
  
  Desired Resolution:
  Contact by the business
  
  Regards,
  
  ***********************

  Business response

  05/01/2023

  May 1, 2023
  *****************************
  c/o ***********************
  *****************************
  Austin, **  78731
  Daytime Phone: **************
  E-mail: **************************
  
  Complaint #********
  
  Please accept this as confirmation we have received ******************** rejection. We have asked the delivery team to speak with the carrier in the area and to cease delivery of the Austin American Statesman to the address provided. 
  
  Thank you. 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Austin community college libraries subscribe to 10 copies of the daily paper to be delivered to each campus each day. We paid for subscriptions and continue to pay but most of the locations (**** and Northridge in particular) get NO papers delivered or it is very inconsistent . We cannot find anyone to talk to to remedy this situation. Please reach out so that we can finally resolve this issue

  Business response

  01/12/2023

  January 12, 2023
  *******************
  Austin Community College
  9101 ***********
  Austin, ** 78754
  Daytime Phone: **************
  E-mail: ***************************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding the delivery at Austin ****************** We ask that she respond with the exact address at each location. Without this information, we are not able to assist with her delivery concerns. Once received we will send it to our Single Copy manager to resolve their ongoing delivery issues.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer response

  01/18/2023

  Complaint: 18695986
  
  I am rejecting this response because:

  I am providing the list of addresses for those campuses regularly missing delivered newspapers

  ********************
  1555 Cypress Creek Road
  **********, Texas 78613
  
  *************** Library
  3401 ****************
  Austin, Texas 78702
  
  ***** Campus ***********************************************, Texas 78621
  
  *************** Library
  1200 ****************
  ****, ** 78640
  
  *************** ************************************************************************************, ** 78752
  
  ***************** *********************************************************************************** 78758
  
  **************** ************************************************************************, Texas 78741
  
  ***************** ********************************************************************************** 78665
  
  ************************* Library
  449 ****************************.
  Building 1000
  *******, ** 78461
  
  South Austin Campus Library
  1820 *********************************************************************, Texas 78745
  
  Regards,
  
  *******************

  Business response

  01/24/2023

  January 24, 2023
  *******************
  Austin Community College
  9101 ***********
  Austin, ** 78754
  Daytime Phone: **************
  E-mail: ***************************************
  
  Complaint #********
  
  Please accept this as confirmation we have received the requested information from ************. I have sent these accounts to our Circulation Manager and their delivery escalation team requesting an immediate resolution. Please note, each location that does not receive a paper must report it as it happens. This can be completed by using the automated services via phone or within each accounts management portal online or by emailing *************************** This is the only way to ensure accurate credit is applied and that each carrier is held accountable.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I canceled my subscription about 9/10/2021 after repeatedly not receiving the paper at home. I wanted my money ($65) back. As of today, the money has not come. About 9 days ago, they told me that the check was in the mail, but obviously it was never sent. I canceled before (in early 2022) for the same reason, and restarted because I really wanted a paper to read. But I often don't get the paper for weeks on end anyway. They claim that they have delivery issues in my neighborhood, but I just want my money back.

  Business response

  01/09/2023

  January 9, 2023
  ***********************************
  5908 **********
  Austin, ** 78724
  
  Complaint #*******
  
  Please accept this as confirmation we have received a complaint from your offices regarding *********************************** and their refund issues. Based on their account, a payment of $65 was received on 11/4 and the account did not automatically restart as is the usual process. ******* Nandakumars refund was processed as a check and was mailed via **** on 12/20/22; this can take up to 45 days to receive.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  

  Customer response

  01/10/2023

  Complaint: 18611599
  
  I am rejecting this response because:

  It has been > 20 days, and I have not received a check yet.  It doesn't take 45 days for a piece of mail to arrive!
  
  Regards,
  
  ***********************************

  Business response

  01/18/2023

  January 18,2023
  ***********************************
  5908 **********
  Austin, ** 78724
  
  Complaint #*******
  
  Please accept this as confirmation we have received ******* Nandakumars rejection. When a refund is mailed, we advise of the 45-day timeframe because it does take time to process within the account, then in financing and finally the mail. With the Christmas and New Year holidays this process may have been delayed even further.
  
  Once the timeframe has passed, *********************************** can contact customer service and request the refund is researched and reissued if applicable.
  
  We are not able to expedite a refund or research it before the 45-day timeframe.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  

  Customer response

  01/26/2023

  Complaint: 18611599
  
  I am rejecting this response because:

  I haven't received their money yet.  They said over the phone that they sent it in November.  But I have not receive it after 8 weeks!
  Then they said, in response to BBB, that  the money has been sent, but they will take 45 days.  It is past 45 days.  
  I did not respond to their last message, because they keep saying that the cheque is in the mail, and it will come, and that I should wait until Feb 12th (my calculated date based on their date of mailing).  
  They are a bunch of crooks, ready to get money but not so ready to return it.
  

  Regards,

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

  Business response

  01/30/2023

  January 30, 2023
  ***********************************
  5908 **********
  Austin, ** 78724
  
  Complaint #*******
  
  Please accept this as confirmation we have received Mr. *********** rejection. After further research regarding his refund concerns, the refund was requested on 11/4 but due to a system error, the refund did not process and was not placed in the mail until 12/20. Please note, the publication may or may not be in the return address field.
  
  *** provided the 45-day timeframe based on the mail being sent as third-class and it does take longer than your typical first-class mail.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer response

  01/30/2023

  Complaint: 18611599
  
  I am rejecting this response because:

  It has been 41 days since 12/20, and I haven't received it yet.  *************** now instead of waiting 4 more days since BBB sometimes closes out my complaint if I don't respond and assume that it is resolved.

  Also, they told me in November or early December that the 'check is in the mail' -- haha! 
  
  Regards,
  
  ***********************************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cant get hold of ANYONE on the phone and their website wont let me change ANYTHING OR LET ME CANCEL. I havent received a paper in MONTHS, i dont even READ IT, just wanted to support a local but since they ****** me, f*** them. I WANT TO CANCEL MY SUB.

  Business response

  12/14/2022

  December 12th, 2022
  ******************;
  109 *********  *****************
  *******, **  78602 
  Daytime Phone: *********** 
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices concerning ************ and the cancellation of his subscription. To date, there are no missed delivery complaints lodged against his carrier to signify an issue. Unfortunately, we cannot cancel his subscription through this channel. He must call ************ and speak with an agent. ************ should understand that billing and delivery will continue until he speaks with an agent by phone. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist  
  
  

  Customer response

  05/31/2023

  Complaint: 18487475
  
  I am rejecting this response because:

  I have not received an issue of Austin American Statesman in almost a year and i want to cancel the account because i don't read it anyway and they also double billed my credit card. I don't want anything but to have my account cancelled. cant seem to reach ANYONE on the phone during business hrs, always says its closed, at all times of the day.  Cancel my subscription.
  
  Regards,
  
  *****************

  Business response

  06/26/2023

  June 26, 2023
  *****************
  109 *********  *****************
  *******, **  78602
  Daytime Phone: ***********
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices concerning ************ and the cancellation of his subscription. To date, there are no missed delivery complaints lodged against his carrier to signify an issue. Unfortunately, we cannot cancel his subscription through this channel. He must call ************ and speak with an agent. ************ should understand that billing and delivery will continue until he speaks with an agent by phone.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist  
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/24/22 was last day I received my newspaper. Called many times and emailed. First said I would get paper n 5 days, eventually said was a carrier issue . No one helps and I have taken paper for years and pay a year in advance....also no refunds. I want the paper not online paper. Can you help me. Would like to continue getting paper and for them to make up for all the months I didnt get it. Only got auto response on email. Seems customer service is overseas.

  Business response

  12/02/2022

  December 2nd, 2022 
  **********************;
  213 ****************** 
  ****, **  78610 
  Daytime Phone: ************** 
  E-mail: ********************** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and the delivery of the Austin American Statesman. We apologize for any frustration this may have caused. Upon review of Ms. ********* account, the last missed delivery complaint was lodged against her carrier on 10/13/2022. No further contact has been made since this date. It is important that all subscribers utilize our automated services online or by calling customer service to report any delivery problems as they happen. This ensures carriers are held accountable and that our subscribers received the proper credit if applicable.  
  
  I have notified her carrier and their manager of her concerns and asked that consistent delivery continue. All home delivery subscriptions include access to our eNewspaper.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  Subscription Management Specialist  
  
  

  Customer response

  12/02/2022

  Complaint: 18476867
  
  I am rejecting this response because: I have called many many times with no resolution. Also I have emailed and only got auto response back . No one wants to help even when requesting a complaint manager.

  cplaint 
  
  Regards,
  
  *************************

  Business response

  12/12/2022

  December 12th, 2022 
  **********************; 
  213 ****************** 
  ****, **  78610  
  Daytime Phone: **************  
  E-mail: ********************** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received Ms. ********* rejection. Based on her information she has not lodged any complaints using the automated system as advised. We have notified the carrier of her concerns, but it is important she reports the missed deliveries as they happen by utilizing the automated systems online or by calling customer service.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  Subscription Management Specialist  
  
  

  Customer response

  12/14/2022

  Complaint: 18476867
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

  Customer response

  12/16/2022

  Complaint: 18476867
  
  I am rejecting this response because:

  I saw the statesmans reply that I had not used automated system or takes to a customer service person. And that is not true. For many weeks I called auto system to let them no I have no paper. I also talked several times to a person. obviously they do t record your contacts you them. It is really surprising and disturbing that a newspaper for a large city handles their business this way. I have t called them in a few weeks to report no paper as it never helps and they always tell me I will have paper soon but that never ever happens!
  

  Regards,
  

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

  Business response

  12/22/2022

  December 22nd, 2022
  **********************; 
  213 ******************
  ****, **  78610  
  Daytime Phone: **************  
  E-mail: ********************** 
  
  Complaint #********
  
  Please accept this as confirmation we have received Mr. ********* rejection. As of this response, the last missed delivery complaint lodged against her carrier remains to be 10/13/2022. If a subscriber follows the prompts using the automated systems online or via phone, a complaint is automatically placed on the account using the information entered by the subscriber. 
  
  If ******************** is still having delivery issues, she must call ************ to report the service issue. Pur agents work diligently to resolve delivery issues and escalate as needed for excessive complaints. 
  
  Ms. Christals subscription does include online access to any Gannett publication eNewspaper, including ********** This is a great alternative if the printed edition is not received. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist  
  
  
  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a complant to the AUSTIN AMERICAN STATESMAN on 10/04/2022 regarding their cancelation of the Saturday delervery of their newspaper on 03/26/2022 that i payed for a one year service on 10/26/2021. I ask them for a refund and they have refused to do so. Can you help me get a refund. My account # is **********. I see on your web site that other people have had the same problem.

  Business response

  11/03/2022

  November 3rd, 2022 
  *************************;
  1055 ***********************   
  **************, **  78663 
  Daytime Phone: ************** 
  E-mail: ******************** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and the removal of the Saturday, printed edition. The Saturday Paper is digital-only and available online or via the app with bonus content and access to other Gannett publications nationwide as well as the digital copy of the USA Today. 
  
  Our rates are based on length of time and frequency of delivery; this means if you had full delivery before the change, you would still receive full delivery when we moved to the Sunday through ************, therefore, credits would not be warranted or applied. 
  
  A refund will not be granted to ****************** as he is not eligible for one. For more information about subscriptions and refunds, we encourage him to visit aboutyoursubscription.statesman.com.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  

  Customer response

  11/03/2022

  Complaint: 18336967
  
  I am rejecting this response because: I payed for a paper issue. I do not do online reading of a newspaper.I should be issue a refund for not getting the paper issue that i payed for a year in advance. 
  
  Regards,
  
  ***************************

  Business response

  11/07/2022

  November 3rd, 2022 
  *************************;
  1055 ***********************   
  **************, **  78663 
  Daytime Phone: ************** 
  E-mail: ******************** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received Mr. ********* rejection. We will not be granting a refund or credit for reasons already provided in our original response. A refund will not be given as he is not eligible for one.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  

  Customer response

  11/07/2022

  Complaint: 18336967
  
  I am rejecting this response because: How can a company take your money for a service that they offered on 10/25/2021 and then on 03/26/2022 cancel this service and not refund your money (5 months of the 12 month} I do not under stand way outher people that hAVe filed a complaint for the same thing with you have received a refund but this company has rejected my claim
  
  Regards,
  
  ***************************

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sunday only print delivery subscription to the Austin American Statesman on March 18, 2022. Account number **********. I didnt receive a paper for the month of March but thought maybe it took a week or so to process. April came and I still did not receive a paper. I called the Statesman, they said they would get the delivery issue resolved immediately. I still never received the paper. I kept my subscription and hoped that it would be resolved. Now October has come and I have still never once received the Sunday paper. I finally called to cancel my subscription. The representative said she removed my card on file and that my subscription was cancelled. 2 days after that call, I was billed for my subscription. The card on file is no longer valid but I keep getting email notifications from the Statesman regarding my subscription. I desperately want to end the my subscription with the Statesman. I do not want to pay the remaining balance of ***** as I never received the service I had been paying for.

  Business response

  11/03/2022

  November 3rd, 2022
  ************************;
  6401 *********** 
  Apt 817
  Austin, **  78735 
  Daytime Phone: ************** 
  E-mail: ***********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and his billing concerns. Based on his information there have not been any delivery complaints lodged against his carrier to signify a problem since the start of his delivery. The last payment received was in August 2022. Currently, there is a past due balance of $33.60; this amount will remain until it is paid in full. ******************** had daily access to the eNewspaper with this subscription. The agent he spoke to stopped his account on 10/27. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a digital subscription for six months that was to end on 10/12/22. I called on 10/7/22 to cancel my subscription via the phone number under cancel subscription on the Statesman website. I was told by the phone rep that my subscription was going through to 11/12/22 then my account would be canceled. I thought that was strange knowing my subscription ended 10/12/22. Fast forward I checked my credit card transactions on 10/10/22 when I saw an $11.72 charge from *******. I called the number that was under the transaction. I find out it is the Statesman that charged me. In speaking with the rep I was told by that my subscription went through 11/12/22. I said to the rep I know my subscription ends 10/12/22. I wanted to cancel my subscription and I wanted a refund since I was still two days away from the cancellation date. The rep told me that a refund would be processed.I kept a close eye on my credit card that was charged, but I had a sense I would not receive a refund. I called the Statesman subscription cancellation number again on 10/15/22. I explained to the rep my previous calls on 10/7/22 and 10/10/22. I was told then that I had to call 7 days prior to the cancellation date to receive a refund. I told the rep it was the first time Ive been given that information. After the rep repeatedly insulted my basic math ability to subtract 7 days from 10/12 three times, I asked to speak to a supervisor. The supervisor essentially gave the same explanation as the rep. ******** I pressed the supervisor about their policy. The supervisor relented and said they would process a refund.First, I see my subscription is still active. I dont expect a refund. Second, having to call seven days prior to a cancellation date effectively made the cancellation date 10/5/22, not the actual cancellation date of ****/22.The policy is absurd. I was lied to twice about a refund.I believe it is the Statesmans way of collecting more money from unsuspecting subscribers.

  Business response

  11/01/2022

  November ************************* Alicea 
  1006 *************   
  ******, **  77301 
  Daytime Phone: ************** 
  E-mail: ********************** 
   
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and his digital subscription. Based on his account the payment of $10.99 was applied to his account on 10/5/2022; this is two days before he called to terminate his account. **************** will not receive a refund as he is not eligible for one. I have included the agreed upon Terms of Sale below.  
  
  Except as noted below, you can cancel your subscription at any time. Please note that you must cancel your subscription before it automatically renews for a subscription period in order to avoid being charged for the next billing period. Cancellation will become effective at the end of the current subscription period. ******* does not provide credits, refunds, or prorated billing for any subscription for the remainder of the subscription period. ******* does reserve the right to offer discounts or other considerations in select circumstances at our sole discretion. Please note that each circumstance is unique and our election to make such an offer in one circumstance does not obligate us to do so in any other. For a day or season pass subscription, purchases are non-cancellable and non-refundable and will automatically end upon the expiration of the period purchased. The introductory offer is valid to households that have not subscribed within the last 30 days. By submitting your address and/or email, you understand that you may receive promotional offers from Gannett and its related companies. You may unsubscribe from receiving any such offers at any time by calling customer service at  
  ************ or by visiting our website at statesman.com.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  

  Customer response

  11/01/2022

  Complaint: 18249729
  
  I am rejecting this response because:I made my position clear by detailing my conversations with the three representatives i spoke to and the one supervisor.

  1. I stated the dates I called.

  2. I was not told by the first two representatives that i needed to call 7 days prior to the actual cancellation date.

  3. I was told by the second representative and the supervisor that a refund would be processed.

  4. I did not expect a refund

  5. The Statesmans policy is deceptive because if I read the terms and conditions or not when I see a cancellation date that date is my target if I decide to cancel.

  I will be sure to let anyone I know the how deceptive Gannett is.

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

  Business response

  11/08/2022

  November ************************* Alicea  
  1006 *************  
  ******, **  77301  
  Daytime Phone: **************  
  E-mail: **********************  
    
  Complaint #******** 
  
  Please accept this as confirmation we have received ****************** rejection. All eNewspaper subscriptions require the buyer to check a box stating they understand and agree to the terms of sale. Whether **************** read them does not negate that he checked the box when he proceeded with his order.  
  
  We consider this matter resolved and closed.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  

  Customer response

  11/08/2022

  Complaint: 18249729
  
  I am rejecting this response because:
  The Austin American Statesman digital subscription cancellation policy is deceptive. Regardless of what box is checked, a cancellation date is a cancellation date. Not seven days before. Since I never expected a refund as I stated in my previous two posts, the purpose of my complaint is to make other unsuspecting subscribers and prospective subscribers aware of Gannetts policy that forces subscribers into one more month. 

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

• Initial Complaint

  10/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a subscription to receive a printed version of the Austin American Statesman newspaper daily (7 days a week). About six weeks ago the paper stopped arriving. I contacted the newspaper and advised them I had not received a paper yet again. They could not give me any idea of when the paper delivery would be resumed, but reminded me I had digital access to the paper, which I detest. I continued calling to complain to no avail. In frustration I requested the subscription be canceled and the amount of money remaining ($171.00+) be refunded. I was assured I would get the refund of $171.00+ in 5 to 7 days. The time has gone by and No refund. I dont even bother to contact them any longer as it is very difficult to understand the people at their call service. I feel like the Austin American Statesman is making a fortune off of all the people they are no longer providing papers to. Austin American Statesman is now owned by ********* so on reality the complaint should be against them. They are even now running come on ads for people to sign up for their papers. My sister was getting the ******************* and has had the same issue. This company needs to do something to reimburse people who paid in good faith for subscriptions that are no longer being delivered. Shame on them for scamming people out of their money. Advertisers need to know what is going on also.

  Business response

  10/20/2022

  October 20th, 2022
  ***********************;
  2305 ***********************
  Unit 46 
  Austin, **  78735 
  Daytime Phone: ************** 
  E-mail: ******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and her refund issues. I apologize ************** was informed of the refund timeframe incorrectly. The agent that advised her of 5-7 days, gave her the length of time credit card refunds are given. ************** refund of $171.73 was processed on 10/13/2022 and will arrive in check form via ***** This process can take up to ***** days to receive. The envelope will not have the publication in the return address when it is delivered.
  
  We take any delivery issue seriously and work diligently to resolve these types of problems by communicating with the carrier, their manager and the Delivery Escalations Team.  I am sorry to hear ************** ongoing delivery concerns were not resolved causing her to terminate her subscription. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  
  
  

  Customer response

  10/20/2022

  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. If I do not receive the check within the specified timeframe I will revisit BBB. Thank you.
  
  Regards,
  
  ***********************

*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. ↩