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:07/19/2025

  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 have been a long-time subscriber to the Richmond Times-Dispatch and have always paid for my service on time. However, since mid-April 2025, I have not received a single physical newspaper despite being charged for continued service, including a recent $65 payment in June.I began contacting customer service in mid-June after realizing my paper had not been delivered for several weeks. On June 16, I was told delivery would resume the next day. It did not. I called again on June 18, June 20, June 26, and July 3. Each time, I was promised that the issue was being escalated and that I would receive a callback or resolution within a few days. None of those callbacks ever occurred.Despite being reassured by multiple customer service agents, and confirming my delivery address repeatedly, I continued not to receive the paper. Instead of meaningful action, I was offered two-week and later four-week subscription extensions. However, these credits are not actually useful if I still do not receive any delivery. The time and energy I spent calling and emailingwithout resolutionfar outweigh the value of the extensions offered.I was told again that I would receive delivery by July 9, but this did not happen. When I followed up again, I was offered digital-only subscription options (which I clearly stated I did not want) and was told once again that the issue had been escalated. I finally stated that I was considering canceling my subscription due to the poor service and lack of accountability.Customer service then sent me a message confirming my subscription would end on July 19, 2025, and offered no clear explanation for the months of missed deliveries or how they plan to resolve it.This entire situation reflects poor service, lack of follow-through, and no accountability. Im filing this complaint in hopes of getting a refund for the weeks I paid for but received no product, and to formally document the unacceptable customer experience I have endured.

  Business Response

  Date: 07/23/2025

  Please find attached the response letter regarding Mrs. ******* ********* complaint.

• Initial Complaint

  Date:07/10/2025

  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.

  Beginning in February 2025, I began seeing charges on my credit card, alleging to be a subscription to the Richmond Times-Dispatch. I can find no record of making such a subscription. When I have tried to call to cancel, I have either been put on hold for over 10 minutes - even after a recording says my wait is "less than 5 minutes," or the person I speak to claims that the part of their website that allows cancellations is currently down. That sounded plausible at the time, but now I doubt it was ever true. I wanted to speak to a person so I could ascertain how the subscription was initiated. When I finally emailed to cancel at the suggested email address, I received no reply. I did, though, immediately get an email notification that they would be a "temporary upcoming price increase." This is when I suspected fraud. I see on your website that others have made similar complaints. It may not be fraud, but it is certainly shady business behavior.

  Business Response

  Date: 07/15/2025

  Please find attached the response letter for Mr. ******* ********* complaint.  

  This issue is resolved.

  Thank you

• Initial Complaint

  Date:06/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After *** Enterprises- Richmond Times Dispatch ("RTD") made my account info accessible to other subscribers, I cancelled my subscription in summer of 2024. I decided to retry the paper since I had taken RTD (and News Leader, when in print) since 1984. I took a trial subscription for $1 for 26 weeks. Subsequent to that time and making the payment for the trial period I received an e-mail from *** advising that "Starting with your NEXT payment, your new RECURRING charge will be $1.00 every 26 weeks." [EMPHASIS added] The e-mail also advised that the payment would be charged approximately 3 days before the payment is due. On 6/23/2025, per this agreement, *** charged my account for $1. However, 3 days later (6/26/25), they again charged my account for the same subscription in the amount of $19.99 (for 4 weeks). I called **************** as soon as I saw the charge on 6/26/25, and was advised that the agreement at the time of the trial agreed to the higher amount, but that predated the e-mail referenced above. They also not able to explain why they charged me BOTH the rate they quoted in the e-mail AND the higher amount. At first they advised that the $19.99 was charged in error and they'd refund, but then advised that it was the correct amount. I asked for IMMEDIATE cancellation and refund of BOTH the charge AND the charge for the duplicate subscription. I was advised that I can NOT cancel until the end of the "paid through" period (7/25/25). I asked for a Supervisor, and got the same (lack of) response. He said that he would escalate, and I've heard no further. I sent an e-mail to RTD **************** (attached); and have not received any response or communication. Meanwhile, BOTH charges have now posted against my payment account. Had I not received RTD's e-mail advising of the $1 "RECURRENT" rate, I would've taken steps to cancel rather than incur grossly inflated charge. These event show that *** engages in deceptive pricing & uses classic ****************

  Customer Answer

  Date: 07/08/2025

  Complaint #********. Please note that this matter has been successfully resolved. Once BBB contacted RTD, I received a call from a LOCAL agent (********) who was EXTREEMELY helpful in bringing this matter to a successful resolution. ******** brought the level of service that I've come to know from *** over the past 40+ years; unlike the lack of service that I received when contacting their **************************** which now goes to a central remote location of their parent company. Thank you for your assistance.
  

  
  

• Initial Complaint

  Date:04/17/2025

  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 called and cancelled my subscription January 2025. They called me in February wanting payment I explained that I cancelled my subscription. They called me in March wanting money once again I explained that I cancelled my subscription. They are now calling me almost every day wanting payment. They always say this is a recorded line so they should have proof on who I talked to trying to cancel my subscription. Every time I called them, I wait almost an hour to talk to a human. All I want is cancel my subscription and stop with the harassing phone calls wanting money

  Business Response

  Date: 04/28/2025

  Dear BBB,

  Attached is the response letter to this complaint.

  Thank you,

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair 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 *** has erased all mechanisms for cancelling a subscription. For over a month, they have been "experiencing technical difficulties" with cancellation of subscriptions, but seem to have no issue establishing new subscriptions. I have called, submitted emails, and doe everything in my power to cancell the subscription and the *** has ignored or rebuffed all efforts.

  Business Response

  Date: 03/13/2025

  BBB,

  Please find attached response for this complaint for review.

  Thank you,

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

• Initial Complaint

  Date:03/11/2025

  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.

  The Richmond Times Dispatch has only been printing a limited edition of their print paper, which I pay for yearly, for my 96 year old mother, since they were hacked the first of February 2025. When I complain, when you can actually get someone on the phone, they tell me that the full paper is available on-line. My 96 year old mother does not use a computer and this will not work for her. Many sections of the paper are no longer being printed so I should not have to pay full price for the paper, which I paid for a year in advance. I am being continually told by the *** that this is only temporary, but it had been going on for a month and a half now. I want some kind of rebate or compensation for not receiving the full paper that I paid for a year in advance. When I call them, they tell me that their systems are unavailable to make any adjustments at this time.

  Business Response

  Date: 03/18/2025

  BBB,

  Attached is the response letter for this complaint.

  Thank you,

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

  Our sincere apologies were extended to Mr. ******** by email on March 12, regarding his concerns for his mother's account. It has been explained that our company has not been operating under normal circumstances. As a result from our parent company, *** Enterprises, being victim of a cybersecurity event on February 3, many of our processes and usual features have been impacted, including access to the subscriber services database and our phone lines. Since our local phone lines remain out of service, the concerns for his mother's account have been addressed via email. Should he have further concerns, he has my direct contact information.
  
  
  We sincerely apologize for any inconvenience.

  Customer Answer

  Date: 03/18/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ******** ********
  
  
  
  

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to cancel my subscription through their online system as well as calling customer support multiple times over the past month. Online does not work and am constantly being met with opposition speaking with customer support stating they cant cancel. This is absolutely not ok as I am currently and continuously being charged for something I no longer want. This is a month to month subscription and they are not practicing fair or legal business.

  Business Response

  Date: 03/13/2025

  BBB,

  Attached is the response for this complaint for your review.

  Thank you,

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

  Customer Answer

  Date: 03/13/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ******* ********
  
  
  
  

• Initial Complaint

  Date:03/04/2025

  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.

  The Richmond Times-Dispatch is not letting anyone cancel their subscriptions due to a "system failure," and there is no end in sight. They are actually telling us that we have to continuously check the website and have to call back once the system failure ends to cancel, even though I am able to provide them with all of my account information.

  Business Response

  Date: 03/12/2025

  Dear BBB,

  Attached is the complaint response for **** ***** for your review.

  Thank you,

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

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair 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 have been trying for over a month to get in touch with these people to discontinue my paper. I first tried to send an e-mail message, but this got me nowhere. Then I looked up the customer service place to send my message. Everytime you try to get on their site, the message comes back that the site is currently having problems.I tried calling the paper and a man answered. I told him I wanted someone in charge of delivery to cancel the paper. He said as their system was under construction or some reason, he could not connect me. Also, could not take a message to give to person in charge of that as it would compromise my "privacy."These people keep your subscription going, even though they have not billed you and you have passed the date of final payment. Then they add the amount from the months they have kept sending you papers that you don't want. It just keeps coming and you don't have the option to stop getting the paper, but they have the option of making you pay for it. I paid by the year and that year has been up for a while. There is nothing in the paper anymore and I don't want it, but can't stop getting it. I am just waiting to see what they will bill me.

  Business Response

  Date: 02/25/2025

  Dear BBB,

  In response to complaint # ********-

  The district supervisor has been in communication with Mrs. ***** regarding her delivery concern.

  Unfortunately, our company is not operating under normal circumstances.
  This is a result from our parent company, *** Enterprises, being victim of a cybersecurity event on February 3.
  Access to the Richmond Times-Dispatch subscriber database and phone lines have been impacted - thankfully, our local office currently has email.

  Once we are able to restore full access, our office will follow up regarding Mrs. ******* account status and details.

  We sincerely apologize for the inconvenience.
  We appreciate your patience and understanding.

  Thank you,

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

   

• Initial Complaint

  Date:01/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my membership with Richmond Times Dispatch February of 2023 because the rate for an online subscription increased. They tried to keep me as a customer by continuing to drop the rate during the phone call before they would finally cancel, which I remember finding super frustrating. After this, they continued to charge my credit card from March to November. I called back in November to dispute these charges and they finally agreed to refund me the $168.91 and told me it should take up to two weeks to see the credit. I just checked my credit card and they only refunded me $14.52. I'm not even sure where this number would come from. I called back today and the agent could not approve the refund and said he'd have a supervisor call me, which I am not counting on at this point. I was billed $10.99 for March and April, and $20.99 for May-November. My original subscription was to read online articles and I paid $1 for six months. I asked for an email confirmation in November but was told they could not do that, but assured me I was being refunded for the full amount. They do have minimal notes of my call in November.

  Business Response

  Date: 01/21/2025

  BBB,

  Submitted is the response letter for this complaint.

  Thank you,

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

  Customer Answer

  Date: 01/30/2025

  As an update, I did hear from someone at *** and was told they could only refund me for 6 months back. I am still waiting on the refund. They said my card would not process the credit (there should be no issues with the card) and are now mailing a check which won't get sent out until the second week of February.

  Customer Answer

  Date: 02/10/2025

  Good morning, 
  
   
  
  I received a voicemail on January 30th that they were able to process my refund. It has still not shown up on my card. When I try calling them, it now says the number is not in service. I tried all day Friday and tried again this morning. So I still haven't received my refund and now I can't reach anyone.
  
   
  
  Thanks,
  
  Joy

  Customer Answer

  Date: 02/20/2025

  I still have not received a credit from the ***. I did get an email on 2/11 that there were system outages and they would follow back up when they could.

  Business Response

  Date: 02/25/2025

  Dear BBB,

  In response to complaint # ********-
  
  Unfortunately, our company is not operating under normal circumstances.
  This is a result from our parent company, *** Enterprises, being victim of a cybersecurity event on February 3.
  Access to the Richmond Times-Dispatch subscriber database and phone lines have been impacted and remain down.

  Thankfully, our local office currently has email to submit this response.
  Once we are able to restore full access, our office will follow up regarding the status of Mrs. ********** refund.

  We sincerely apologize for the inconvenience.
  We appreciate your patience and understanding.
  Thank you,
  ******** ****

  Customer Answer

  Date: 04/11/2025

  Good morning~
  
   
  
  This issue has still not been resolved. Do I have any options at this point? I keep getting put off with no answers, no one is following up. I was told that since my credit card could not be processed (I have no idea why), I would be mailed a check. At one point, she was checking to see if it was mailed out in February, and if not, when it was sent in March. Now here we are in April and they still can't tell me anything, which of course makes no sense.
  
   
  
  I'm attaching the correspondence since their system apparently went down. 
  
   
  
  Thanks,
  
  *** ********

  Business Response

  Date: 04/15/2025

  Dear BBB,

  Attached is the response for this complaint.

  Thank you,