Gannett Co. Customer Service Issues

I have been a subscriber to the Herald Mail in Hagerstown, Maryland for over 40 years, as has my family for over 50 years. Since your company acquired our local paper, there have been many changes to the familiar hometown paper. We have always paid annually for our subscription. Last October, a charge of $[redacted].64 appeared on our Mastercard statement without any prior notification. When I inquired about this charge, I was informed it was for the premium addition, which we did not request. I was promised a refund to our Mastercard account for the difference. Despite speaking to multiple customer service representatives and six supervisors, we are still awaiting the return of our money. As Senior Citizens, we are disheartened by the lack of transparency and honesty in resolving this issue. We rely on these funds to cover our expenses and would deeply appreciate your assistance in resolving this matter promptly. Thank you for your help.

I have experienced very poor service with my newspaper delivery. Over the past three weeks, I have received only three newspapers, and I did not receive one today. I have sent numerous emails without any resolution. I subscribe to the New Leader from Staunton, Virginia, with auto-pay from my account. I have been a long-time customer and it's disappointing to see such a decline in service. If my papers are not delivered this week, I will be seeking a refund. My address is [redacted] Laurel Hill Road, Verona, VA.

I need to cancel my subscription to the Port Clinton News Herald. I have tried to receive my papers by emailing, calling, and chatting, but despite reassurances from multiple representatives, my deliveries have not been resolved. My credit card has been consistently charged each month despite the ongoing issue. I have lost hope for reliable delivery and am frustrated. I was even billed $33 recently, which I would like refunded. I value the newspaper but cannot continue with this unreliable service. Representatives have instructed me to call every time I miss a paper, but even then, I have not seen any improvement. This lack of resolution has left me extremely disappointed.

The Herald Mail in Hagerstown, Maryland was discontinued without my consent. I contacted on November 26, [redacted], to stop The Record Herald in Waynesboro, PA, due to duplicate information. I spoke with Jen in the Philippines, who confirmed the Record Herald would be stopped on 12/6/[redacted]. Since then, I have not received either paper. Multiple phone calls result in a message stating the inability to take the call. Emails have gone unanswered. I have exhausted all avenues to reach someone and have not received the December or January Herald Mail despite being billed. After a call from a call center, I was informed of an outstanding bill of $6.00. My EZpay was charged for December, yet no newspaper was received. The Record Herald has been delivered the past two weeks, causing confusion and frustration. I require the Herald Mail reinstated, account credited, and the Record Herald discontinued. The lack of prompt error correction and poor customer service have led to extreme frustration over the past 2 1/2 months. - Becky Gorby, Waynesboro, PA.

During the week of February 5th through the 11th, [redacted], we did not receive our Oklahoma newspaper on three occasions. Unfortunately, this issue has persisted, as we did not receive our paper for Sunday, February 12th either. This has been happening frequently. Despite being on easy pay, we encounter delivery problems. It seems to be a common issue affecting not just us but our neighbors and my brother, who lives nearby. We all have the same carrier and face non-delivery on the same days. Even the retail outlets selling the papers experience shortages. Despite reporting these problems to our carriers and customer service, there's been no improvement. We are frustrated as we are not getting what we pay for. We need assistance in resolving this issue to continue enjoying our physical newspaper. Thank you.

Hello, I am a carrier for the Shreveport Times and for the past three weeks, I have been attempting to contact someone with no success. I recently received a termination letter, but I believe I was wrongfully terminated and should receive compensation as I've worked on and off for nearly six years. The behavior of the Shreveport office's management is concerning since they terminate employees without valid reasons. I urgently require assistance and am reachable at [redacted]. Best regards, Pathrie Jackson Email: [redacted] Phone: [redacted]

I have not been consistently receiving a full copy of THE HOLLAND SENTINEL since the beginning of April. Recently, I did not get the paper on Tuesday, April 25th or Wednesday, April 26th. I am enrolled in the "Easy Pay" monthly service for convenience. My details are: John Langdon 16 E 35TH ST HOLLAND MI 49[redacted] [redacted] My main reasons for subscribing to THE HOLLAND SENTINEL are for the retail advertisements and obituaries, as I can get the news from television.

My Mother (account [redacted]) has not received the Spartanburg Herald-Journal for nearly a year. Despite numerous requests for refunds, none have been issued. After cancelling, I was mistakenly billed but had the charge resolved by my credit card company. Upon canceling a second time, only a partial refund was provided. I am seeking a total refund of $[redacted] along with the previously promised refunds. The lack of delivery has left my Mother without local news and sales papers, which she relies on and enjoys. It is disappointing to see the negative reviews, especially regarding interactions with the elderly who may not use computers. Multiple emails and calls have been made in attempts to resolve this issue, to no avail. Interestingly, a friend who canceled their subscription still receives the paper promptly, raising questions about the delivery system's efficacy.

I have been consistently overcharged for my weekend subscription to the Knoxville News Sentinel. Despite multiple calls to the service helpline at 1-[redacted] over the past few months to rectify the issue, the charges have not been corrected as promised each time. I have kept recordings of all my conversations with customer service as evidence of my attempts to resolve this simple matter, to no avail. At this point, I am considering cancelling my subscription or exploring legal action, especially since I am receiving collection calls from the same number ([redacted]) that I have been contacting for billing assistance. These calls claim I have payment arrears, which is not the case. I am incredibly frustrated and exhausted from my unsuccessful efforts to address this problem. Any assistance would be greatly appreciated.

I'm reaching out for help as I'm at my wits' end with this situation. I have been a loyal subscriber of The Record in St. Augustine for many years solely for my 97-year-old WWII veteran who prefers a physical newspaper over the website. Despite paying my bill and receiving a subscription extension until June 21, [redacted], due to missed deliveries, the paper keeps claiming my account is overdue and demanding payment. Please cease these harassing messages about past due amounts immediately. If the paper wishes to stop delivery, they may do so, but I will not tolerate further baseless billing demands. I am running out of patience. Kindly address this matter promptly. Thank you, Lucy Muraca.

I am currently experiencing issues with overcharges from the Bucks County Courier Times. I contacted them in December [redacted] and negotiated a subscription for 5-day delivery at $56.33 instead of the new rate for [redacted] at $78.87. Upon reviewing my credit card charges, I noticed that I have been consistently billed $78.87 since January, resulting in a total overcharge of $[redacted].21 over six months. Today, when I called, the representative acknowledged my December call but informed me they could not provide a refund. I have been a loyal subscriber for many years and am disappointed by this situation. I am requesting a refund of $[redacted].24 for the overcharge by BCCT, as they did not honor our agreed-upon rate. I have canceled my daily subscription but will retain the Sunday paper subscription. My account number is [redacted]63.

I have been a loyal Register Guard newspaper subscriber for over 40 years. Unfortunately, our service has been unacceptable for the past year. Despite reporting multiple missing papers, no action has been taken. It has been over 3 weeks since I last received a paper, even though I have paid for the next several months. I have tried calling and emailing with no response. The current address listed in Eugene, OR is incorrect. The building is leased to an engineering firm and they are not equipped to handle complaints from Register Guard customers. I am now escalating my concerns to the Better Business Bureau and seeking resolution as soon as possible.

Subject: Frustration with Tallahassee Democrat Newspaper Delivery Dear Team, I am reaching out regarding my ongoing issue with the delivery of my Tallahassee Democrat newspaper, a subscription I have maintained with you for over 20 years. Despite continuous frustration and disappointment due to unresolved problems, I have remained a loyal customer for more than a decade. I have made numerous attempts to escalate this issue to your circulation department but have yet to receive a satisfactory resolution or even a conversation with a responsible party. I kindly request urgent attention to this matter. Thank you in advance, Cheryl C.

I am extremely disappointed with the quality of my mother's picture and obituary in The Columbia Daily Herald. The print was so light that it was barely visible. I tried contacting the editor, Kerri Bartlett, via email and phone calls to request a reprint in the upcoming Sunday's paper or a refund, but she has not responded to either of my attempts to reach out. This is not the first time I have had issues with their delivery, and Kerri never returned any of my calls. There is a need for a new editor in Columbia as many subscribers, including myself, are considering canceling due to the lack of responsiveness from Kerri. It's frustrating that news tips only go to her and nothing seems to get addressed. The lack of accountability is making the local office seem useless.

I no longer have an issue with Gannett. After calling various times and speaking with HR at Gannett, she connected me with my local newspaper, who resolved my problem. I requested to cancel my unknown account with them, which I discovered was due to reading the newspaper online. If you see unauthorized charges on your credit or debit card, contact your local paper's subscription department for assistance. While they may not issue refunds, they will stop further charges. Good luck!

My name is Steven C., residing at [redacted] Miami Avenue, Terrace Park, Ohio. I have been a loyal subscriber to the Cincinnati Enquirer since the fall of [redacted]. Around three years ago, I was given a special lifetime "Friends and Family" fixed rate of $20 per month for my home delivery subscription. This rate had been consistent until my June bill this year, which unexpectedly increased to $27.17, followed by $32.68 in July and $34.00 in August. There has been no explanation for these sudden changes, which clearly violate our agreed-upon terms. I am seeking a refund for these overcharges and a reinstatement of my original lifetime rate of $20 per month.

I accidentally opened a second account which charged me $14.95. A customer service representative cancelled the new account, and I tried to stop the payment before the charge, but it didn't work due to the weekend. I received an email confirming the cancellation and promising a refund, but after 9 days, I haven't received the refund. The account #[redacted]17 under the name Shawn R. for the Tennessean needs to be removed and refunded promptly. I'm aware of similar issues leading to a Class Action Suit against your company, and as a long-time subscriber, I'm growing impatient. Despite providing all necessary information to the representative, no progress has been made. If my refund doesn't arrive this week, I'm ready to take further action. Gannett's involvement in such matters tarnishes its reputation as a reputable news source. As a journalist myself, I expect prompt resolution as assured in the email. Thank you.

Recently, in the Evansville Courier Press, Evansville, IN, on Nov. 22, an article was published discussing how to select the best marijuana strain to enhance Thanksgiving celebrations. The article included colorful images of various strains and detailed information on purchasing marijuana from Illinois, even though it remains illegal in Indiana. As a dedicated reader, I value the ethical reporting standards of the Courier Press and was disappointed by this content, as it does not align with the values of our community. I believe in upholding the law, and I trust the local newspaper should reflect and support this principle. I wanted to bring this matter to the attention of Gannett, the publisher, to express my concerns about the inappropriateness of such content in a reputable newspaper. Thank you for considering my feedback.