Gannett Co. Customer Service Issues

I am an online subscriber for the Times Herald in Port Huron, Michigan. My account is in disarray, and despite several attempts, it has not been rectified. I have set it up for automatic bank account deductions, but this is not happening. The account is under the names John and Betty Ruple at [redacted] Oldewick Drive, St. Louis, Missouri, [redacted]. I only require the online prescription service for $9.00 per month and do not want a physical paper delivered. I have tried contacting customer service via phone and chat without success. I am feeling frustrated. Please assist me in resolving this issue. Thank you.

I have two concerns. Firstly, I am disappointed with the delivery service. As two senior citizens who rely on assistance to leave the house daily, we have been loyal customers for 25 years. Initially, the paper was left on our porch by 7am, but now it's just thrown onto the lawn halfway to the street. This change, coupled with the increased cost, is distressing for us as retired individuals on a fixed income who don't use the internet version you promote. Despite my attempts to reach out, I'm left feeling let down by the service quality, pricing, and lack of proper delivery.

I am reaching out from the Communications department at the University of Arizona regarding an issue with our digital subscription to the Arizona Republic. Despite a recent payment of $[redacted].89 made for our annual renewal through an ACH deposit processed by our Financial Services Department, we have been informed by customer service that our account is inactive. Multiple attempts have been made to contact customer service via phone without success, facing challenges such as being transferred, experiencing disconnections, and receiving unsatisfactory service. Promises of a follow-up call have not been fulfilled in over a week. In an effort to resolve this matter, I am now reaching out via email to various accounts associated with the Arizona Republic. Provided below are our contact details and relevant account information, including the possibility that the account may be under the name of a former colleague. I have attached a copy of our most recent invoice and hope for a timely resolution to this issue. Thank you for your attention to this matter.

I have been a Courier News subscriber for nearly 40 years, and the delivery service has been reliable despite challenging weather conditions. However, our experience changed with the new carrier who started in January/February. We are now facing repeated delivery delays, often receiving the morning newspaper well after 7 am on weekdays and after 8:30 am on weekends, despite the commitment from the company to deliver by 6 am on weekdays and 7 am on weekends. Despite numerous complaints and calls to customer service, the issue persists. Reading the physical newspaper is a cherished routine that we prefer over digital alternatives. It seems that the management is indifferent to losing subscribers due to poor service. As someone working in customer service, I understand the importance of reliability and respect for customers. I am open to discussing these ongoing delivery problems with a responsible party at Courier News.

I am disappointed with the customer service for my Desert Sun subscription in the Coachella Valley. The delivery of my paper is inconsistent despite the high fees I pay monthly. It's already 9 am, and my paper has not arrived yet. I may consider switching to the L.A. Times if improvements are not made promptly. I have other choices for news delivery in my area.

Last week, I sent two letters regarding the cancellation of my digital subscriptions. To date, I have not received any response to these letters. I am seeking confirmation that you have received them and would like an update on the status of the cancellations. The letters were addressed to the customer service office. I urgently request these subscriptions to be canceled promptly. Please contact me at your earliest convenience to provide an update on the cancellations. My name is William Burgess, and I reside at [redacted] North Milwaukee Avenue Apt [redacted], Niles IL [redacted]. You can reach me at [redacted] or via email at [redacted] I appreciate your assistance thus far and am eager to hear back from you. Thank you, William Burgess.

Around a year ago, we canceled our subscription to the Mansfield News Journal after over 45 years of being subscribers. However, we're currently experiencing a delay in receiving the paper until mid-afternoon every Monday to Friday. We believe that the only solution is to have a different delivery person. If this change cannot be made, we may need to cancel our subscription once again. Mr. David Yonke assured us in a recent letter that the problem had been addressed, which prompted us to renew our subscription. Can you please address this matter by assigning a new delivery person as we suggested?

I am Mark H. from Aetna Medicare's Group Medicare Services Team. We need to send the [redacted] renewal rates and plan benefit summary. However, we have been emailing Tom Burgum at [redacted] and Kristen Marks at [redacted] each year, but the emails were rejected. I am unable to locate their phone numbers in the Gannett directory, so I am reaching out to Human Resources to assist with delivering the emails.

I have been a loyal subscriber to USA Today for a long time. In December, I switched from the print edition to the digital one. Unfortunately, in both January and February, I was charged for both editions. Despite numerous calls and promises of refunds, the issue has not been resolved. Each time I contacted customer service, I was met with polite agents who assured me of a refund that never materialized. Despite requesting to speak with a supervisor, I was never able to do so. This has been the worst customer service experience I have encountered in my 70 years. If possible, please contact me at [redacted] to resolve this ongoing problem.

As a resident of Aston Gardens in Venice, FL, I want to address the issue with the discontinued delivery of Sarasota Herald Tribune to our apartments during the pandemic. The reasoning given was to protect the carriers, even though residents were not in contact with them. Despite our protests, deliveries did not resume. Many elderly residents, including those on walkers, now face challenges retrieving the newspaper. We recently contacted the Circulation Department manager to request the return of apartment deliveries since we are vaccinated, dining options and activities have resumed. We were informed that this decision lies with the corporate office, Gannett Corp. We urge the circulation manager to resume apartment deliveries promptly to alleviate the burden on residents. Thank you. - W. M. Phone: [redacted]

We have been loyal subscribers to the Poughkeepsie Journal, a Gannett-owned newspaper, for over 17 years. Unfortunately, the delivery service has been extremely poor. Despite our request for a specific box to be installed at our residence to protect the paper from the weather, the paper has not been delivered there even once. Today marks the second consecutive day without a newspaper. I would have preferred speaking to someone in person, but here I am on my computer on my day off, reflecting the issue. Given the high unemployment rate, one would think it possible to find reliable individuals to deliver the newspaper as requested. Each morning, it becomes a challenge to search for the paper upon waking, which is difficult for me due to a disability hindering my movement. I intend to reach out to the Better Business Bureau and the American Disabilities Act regarding these ongoing problems. The quality of newspaper delivery has significantly declined since outsourcing began. Despite contacting the circulation department and navigating the automated phone system, the issue remains unresolved. It's baffling why we even had the Poughkeepsie Journal box mounted on our house if the delivery isn't being utilized correctly.

We have been subscribers to the Poughkeepsie Journal, a Gannett-owned newspaper, for over ** years. However, our delivery experience has been consistently disappointing. Despite paying for home delivery to enjoy the luxury of a physical paper, our paper has never been delivered to the designated box on our home to protect it from the weather. Today marks the second consecutive day without receiving our newspaper. I had hoped to address this in person, but I find myself on the computer on my day off, contrary to my preference. Given the current high unemployment rate, it should be feasible to find reliable individuals to deliver newspapers to specified locations. Due to mobility issues from my disability, it is challenging for me to search for the newspaper each morning. The decline in delivery quality coincides with the outsourcing of services. Despite contacting the Better Business Bureau and mentioning compliance with the Americans with Disabilities Act, the delivery issues persist with no effective resolution from the circulation department representatives. The puzzles, lifestyle sections, and unfortunately, the obituaries, are things we enjoy in the paper. Why did we invest in a Poughkeepsie Journal box for our home if the delivery service cannot meet our simple request?

I have been a loyal AP Press subscriber for over 40 years. Unfortunately, the delivery service has severely declined in the past year. Recently, I had a frustrating interaction with a customer service representative named Jude, possibly from an offshore call center, who abruptly hung up on me. I have been waiting over 10 days for a callback from a supervisor, but to no avail. It seems like the AP Press (Gannett) lacks accountability for their poor delivery service. While online papers are not a suitable alternative for me, I believe timely delivery of the physical newspaper should be a priority. Today, I was informed that redelivery of the Press is only possible on Sundays, leaving me without the paper for two days. The lack of transparency and helpful customer service representatives like Jude have made this situation even more frustrating. I am hopeful for a resolution that doesn't involve generic responses and unfulfilled promises of escalation. Thank you for addressing this matter. - H.C.

I canceled my subscription to the print edition of the Asheville Citizen Times on September 8th. I am still waiting for my refund of $[redacted].30, despite being informed multiple times by Customer Service that the refund was processed on September 12th. I have requested a credit card transaction reference number but have not received it. I have double-checked with my bank and credit card company, and the refund has not shown up in my account. I kindly request Gannett to refund the owed amount within the next 7 business days to resolve this matter promptly.

Gannett debited my bank account for a subscription charge that I did not authorize. Even though it's a small amount of $9.99, my bank wants to treat it as fraudulent and is advising me to close and modify all my connected accounts. When I contacted the provided number (Gannett Newspapers, [redacted]), the automated system only allows me to input my address and phone number. Afterward, it states that it doesn't recognize the information I provided and disconnects the call. I urgently need to speak to a representative in order to understand this charge and have it rectified. I did not sign up for a new subscription with Gannett, and this charge should not have been made to my account. I am hoping to resolve this matter without having to change my bank account and debit card as my bank is suggesting.

I have repeatedly contacted the Courier-Journal in Louisville, Kentucky for over a year regarding the absence of the TV section in the Sunday Paper at stores in the Clifton/Crescent Hill areas. This section is a significant part of why I purchase the Sunday paper. Despite my complaints, the section reappears for a few weeks after, only to disappear again. I feel that the Courier management's inability to address this basic issue warrants reaching out to Gannett directly to seek the removal and replacement of the individual responsible for this negligence in Louisville. As a loyal subscriber for 45 years, I have observed a decline in the paper’s quality, prompting me to unsubscribe from the daily service. Now left with just the Sunday paper, if the TV section continues to be missing, I will have to discontinue my subscription entirely.

Today, I wanted to update everyone that my mother, M. Therese Larkin Muscatello, has been discharged from the local rehabilitation center after a serious fall resulting in a broken pelvis. She is now recovering at my house, and at 92 years old, we are hopeful for her continued healing journey. I recently arranged to have the Press and Sun Bulletin delivered to her in Binghamton, NY. Despite initially speaking with a friendly representative from the Philippines who assured me the newspaper would arrive on May 1, it did not. After multiple follow-up calls where different agents apologized and noted a lack of account records, the newspaper still has not been delivered as promised. This has understandably left me feeling frustrated and uncertain about the subscription's status. I am reaching out for any assistance or insight into why this recurring issue is happening. Your prompt attention to this matter would be greatly appreciated. Sincerely, Tom Muscatello [redacted]

I am experiencing abysmal delivery service from The Canton Repository. I have been trying to reach their customer service without success to address these issues. Despite multiple attempts, I have been unable to have a conversation with a customer service representative. After numerous phone calls, I have made the decision to terminate my subscription to The Canton Repository. On July 11, [redacted], I emailed the following message to The Repository: Subject: Cancellation of Subscription To whom it may concern, After being a loyal subscriber to The Canton Repository for many years, it is with regret that I inform you of my immediate cancellation. The consistently poor service, evidenced by the non-delivery of our newspaper even after repeated complaints, has led me to this decision. We find it unacceptable to pay for a daily newspaper that we are not receiving. Despite my efforts to contact your office regarding these issues, the lack of effectiveness in your phone system has made it impossible to resolve this matter. Therefore, I request the prompt cancellation of my subscription, cessation of automatic payments, and a refund for this month's subscription fee. Thank you, Michael W. [redacted] Fordham Circle N.W. North Canton, OH [redacted] [redacted]

As a subscriber to the Herald-Times in Bloomington, Indiana, I requested a delivery suspension while away and expected it to resume on Sept 1. Unfortunately, this has not occurred despite my efforts through the automated phone service and online complaint option. I reached out to customer service and was instructed to call their number, but have been unable to connect with a person. I have received no response to my email requesting assistance. Visiting their office proved futile as it was closed to visitors. I am eager to have my subscription reinstated, but the lack of response is pushing me towards canceling it permanently.

We stopped receiving the Topeka Cap Journal in July because of a carrier issue. After contacting Customer Service and being told it would be restarted, it did not happen. Despite our account being charged for a one-month subscription, we did not receive any papers nor the promised "free" newspapers. It has now been months without the paper, and we do not want to continue the subscription. We request the immediate cancellation of any future billing and a refund of $[redacted].90 for unauthorized charges. Customer service calls have not resolved this issue. Sandi W. and Barry B. [redacted] SE 49th St. Berryton, KS [redacted]