Dow Jones & Company, Inc.

Review: I worked for [redacted] in January 2014 when we were offered a subscription to the Wall Street Journal for $10. I paid this with my [redacted]. I never received the paper and actually forgot about the service. My mom was paying my [redacted] at this time and I never noticed until recently that they were charging my [redacted] every month in the amount of $28.69 starting 4/**/2014. In November and December 2014 my account was charged $30.82 each month for a grand total of $262.47. I never authorized these charges and contacted the Wall Street Journal for a refund of $272.47, including the original $10 I paid for a subscription I never received. The first person I spoke to was [redacted] on 1/**/2015 who promised to look into it and have someone call me the next day. No one did. I called again on 1/**/2015 and spoke with [redacted]. He assured me that I would get a full refund and that I would get a response in a day or two. I never did and never received any refund. On 1/**/2015 I spoke with [redacted] who told me that a [redacted] would call me and again, no one did. On 1/**/2015 I spoke with [redacted] who said that he would escalate this matter and for me to call back in a week. I called back on 2/*/2015 and spoke to [redacted]. She told me she would escalate this again and that it would take another week and someone would call me. No one called and I still have not received my refund. I am so irritated by all this and for having to wasted so much of my time calling them.Desired Settlement: I would like them to refund the entire amount the charged me in the amount of $272.47

Consumer

Response:

At this time, I have not been contacted by Dow Jones & Company, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Review: I am a new subscriber to the wall st journal. I called to cancel- Phone rep REFUSED TO CANCLEL my subscription!

Order Number [redacted]Desired Settlement: Cancel and refund. I WILL NOT CALL WSJ AND DEAL W RUDE CS REPS

Letter of apology

NO PHONE CALLS TO ME

IN WRIGING ONLY!

Review: This is a second complaint filed on this issue. The WSJ refuses to cancel my subscription. In my prior complaint the resolution was that they would quit sending me the newspaper and refund the fees charged. However, they still send the paper and I'm still getting charged for the bogus subscription. If you look into it, you will see they promised to quit, in writing, and they still are sending me the paper and billing me. How frustrating!!!Desired Settlement: QUIT sending me the paper and refund me all fees they have charged to my credit card. A big apology is in order as well!!! They have yet to do anything they said they will do. There customer service wont respond. They make promises to stop and yet they continue. I can't believe they are still charging me after the last Revdex.com complaint!!!

Consumer

Response:

At this time, I have not been contacted by Dow Jones & Company, Inc. regarding complaint ID [redacted].

Sincerely,

Review: 9/**/2014 phoned customer service to cancel membership for deceased [redacted]. I was told that the account was to be canceled eff October. I was waiting for refund but had not received it and papers were still coming. When I called they told me that they could not go back to the date I called . I feel that this is wrong and The estate should be refunded. From his date of death 08/**/2013-until the date it expired .Desired Settlement: Refund to the estate

Review: I have been WSJ subscriber until August 2013. On 12/**/13 I responded to the ad directed to me personally stating that I could renew a subscription for 12 weeks for $12. I responded to the ad asking WSJ representative (Joy) to place a subscription under my company's name. She assured me that my credit card would be charged for $12.07. On 12/**/13 my credit card was charged for $20.17 and $29.91. Customer Service stated that subscription was made under my personal name and my credit card was charged for the issues WSJ delivered to me after my prior subscription has ended. 1. I asked for a new subscription under my company's name that would constitute a new subscription, but it was done under my personal name. 2. I was assured that credit card would be charged for $12.07. Nobody called me to notify that I did not qualify for this promotion. 3. Nobody has a right to charge the card for an amount not agreed upon. I did not authorize $20.17 and $29.91 charges. 4. Nobody asked WSJ to continue sending WSJ after my subscription ended in August.

Product_Or_Service: WSJ subscription

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want $50.08 refunded

Consumer

Response:

At this time, I have not been contacted by Dow Jones & Company, Inc. aka Wall Street Journal regarding complaint ID [redacted].

Sincerely,

Review: I canceled my subscription by mail, in January 2016. (Order Number – [redacted] )

After receiving an e-mail from the Wall Street Journal about the inability to charge my credit card for a renewal on Feb *, I immediately replied to the e-mail, stating once again that I request a cancellation.

However, the company charged my credit card $32.99, one week later, and would not agree to reverse the charge, and refund my money. I communicated with Tiffany in customer service.Desired Settlement: I would like a refund of the $32.99, and an apology from the company.

Business

Response:

Unfortunately, we are unable to provide a refund to [redacted] because he did not call to cancel the subscription prior to the renewal date, as he was advised to. The subscription is non-refundable which is stated in the subscriber agreement, which he agreed to at the time subscription was started. It is our company policy that subscribers call to cancel, not just through email. He emailed on February [redacted], was informed to call in to cancel, and did not call until February [redacted]. He was charged on February [redacted]. The subscription was cancelled, but no refund will be allowed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The agreement from the Wall Street Journal did not contain any requirement to call. It simply stated that you "please call" to cancel.,( as per below). That is not a requirement, it is rather an option at the subscribers discretion.For questions about your subscription or to cancel, please call us as [redacted].

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As part of our subscriber agreement, customers are required to call in to cancel their subscriptions. We do not accept cancellations by mail or email or by any other means other than calling Customer Service. When the customer contacted us via telephone on February [redacted], the subscription was removed from automatic renewal and no further charges have been made or will be made to his credit card. We have attached copies of the links to our Subscriber Agreement and to further details in our Customer Center. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[There is no such requirement, of having to call.Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Moved 6 weeks ago, updated my address and WSJ refuses to deliver the paper except for 2 times. I lodge a complaint every day, call, live chat to no avail. Have emailed [redacted], head of customer service, numerous times and she fails to respond.Desired Settlement: Start delivering the paper that I have paid for.

Consumer

Response:

At this time, my complaint, ID [redacted]regarding Dow Jones & Company, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I purchased a gift subscription for my father on December **,2013. As of mid January he had only received one issue. I called for a refund of purchase price, $99.95. I was told to send email to which I received no reply. I called again and was told something else completely. However I was told they would send a check to me. 2 weeks later I had not received the check and they said I had to give it time to get here...it was supposedly sent on Feb **. It is now March **and my check is nowhere to be found still. I called again today and they claimed they are "investigating" the claim. All I want is my money back for non-delivery of subscription.Desired Settlement: I want my $99.95 back cut and dry. Thank you.

Business

Response:

To Whom It May Concern,

I have left a message for [redacted] at ###-###-#### regarding her refund check.

I apologize for the delay with receiving it, I have contacted our billing department to see what the issue is.

I will be following up with [redacted] as soon as I hear back.

If you have further questions or concerns, please do not hesitate to contact us.

Cordially,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I received no contact whatsoever from them and no messages either.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Dow Jones & Company, Inc. regarding complaint ID [redacted].

Sincerely,

Review: In June, July and August 2015, I tried on a number of occasions via e-mail to cancel a delivery subscription of the Wall Street Journal to an address in [redacted] that I vacated. Each e-mail got an immediate acknowledgement of receipt & a promise of a response which was never received. Each month my credit card was charged $34.61 for something I was not receiving. Finally, on 9/*/15, I managed to reach a human being who told me that subscriptions could not be cancelled on-line, only by phone - something which is NEVER mentioned in the subscribing process. The monthly charges were stopped and I was told that a credit would be sought but it eventually was denied. My account # was [redacted] and the confirmation # was [redacted].Desired Settlement: A credit to my credit card of $34.61x3 months = $103.83 and a clear notice on their web-site that subscriptions can only be cancelled by phone.

Business

Response:

Subscriber is not entitled to a refund because he never called to cancel subscription as outlined per our Term and Agreements Section 4:"4. Term; Cancellation and RenewalThis Agreement shall remain in full force and effect while you use the Services. Unless you have paid by check, your subscription will renew automatically until it is cancelled in accordance with this Section. For annual subscriptions, we will notify you of the pending renewal of your subscription at least 30 days prior to the date your subscription renews, except as otherwise required by law. For all subscriptions, you must cancel your subscription before it renews in order to avoid billing of subscription fees for the renewal term to your credit card unless you pay by check. We may cancel your subscription at any time upon notice to you. You may cancel your subscription by contacting Customer Service at the phone number for your country listed at wsj.com/contactus . If you are in the U.S., this number is [redacted] ([redacted]). Please note that only certain cancellation methods are permitted as described further in our Customer Center at [redacted]."

Review: Below is a copy of the email I sent to [redacted] on May **, 2016. I received an automated reply immediately, but did not receive any further reply from Barron's:

"Hello, we have been receiving Barron's newspaper every Saturday for several months. We do not have or want a subscription. I have called twice about this issue, was told that there is no subscription at my address ([redacted]) and that the proper department would handle the issue, yet the deliveries have not stopped. The issue might be that the deliveries are intended for another similar address down the street from us ([redacted] or [redacted])"

I have tried to resolve this issue multiply times with Barron's phone and email support, but I am still receiving their newspaper.Desired Settlement: I no longer want to receive the weekly Barron's Financial Investment News newspaper

Business

Response:

We contacted Management in the New Jersey area to resolve this issue. Also, an email has been sent to [redacted] in regards to this issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I appreciate the prompt and courteous response from their customer service and for the explanation given. I will have to wait and see if the deliveries stop before considering the matter resolved.

Sincerely,

Review: SPOKE WITH [redacted] WHO IS THE [redacted] AND STATES THAT SHE HAS NO POWER TO REFUND.

CARD WAS CHARGED ON 6/** I CALLED IN TO CANCEL ON 6/** many newspapers never received.. nor war promotional gift as promised.Desired Settlement: REFUND TO MY MASTERCARD FOR $28.12

Review: I subscribed to [redacted] papers edition. The company allow customer to specify a Saturday delivery address which could be different from the weekday address. My weekday address is in Richmond, Virginia and my weekend address is in Blacskburg, Virginia. So I filled up the online form requesting the Saturday paper to be delivered to my Blacksburg's address. The first weekend, it was delivered properly (1/**/14). Since then, the paper no longer been delivered on Saturday. I started filing the delivery issue through the company online servicing form for the first 4 weeks of non delivery. Then I started to complaint through email and for each week, the service rep will send an email apologizing and assure me that I'll receive my Saturday paper on the coming weekend but it still never came. So on 3/**/14 (Saturday), I actually made the phone call to complain and the phone agent assured me that he had submit a high priority request and the issue will be fixed but unfortunately, for the past weekend (3/**/14), the paper still never been delivered. In total, the Saturday papers have NOT been delivered for 8 consecutive weeks even though I file delivery issue with the company through various means (online form, email and phone call).Desired Settlement: I just want them to be able to delivery the Saturday papers to my Saturday address. The phone agent I spoke to on 3/**/14 confirmed that my account does have a Saturday address.

Business

Response:

I have escalated her delivery problems to the [redacted] directly, in order to have him investigate into the cause of the non-receipt issues, and to resolve the problem as soon as possible. I also called the subscriber and left her a voicemail providing our direct phone number, so that we can resolve her issues for her.

Consumer

Response:

Referring to reply, I want to inform that my Saturday paper was delivered on 3/**(the Sat after I filed my complaint on 3/**. However, today (3/**) the paper again is NOT being delivered. That is why I'm reluctant to really say that the company has resolved the issue just based on one week performance. This is exactly how I have been treated when I first started the delivery to my Sat address. The 1st week was delivered and then the next 8 weeks, the paper never came. They are repeating the same trend again but just making the customer happy for the 1st week, and then ignore the customer AGAIN the following week.

I'm really wondering how it could be so difficult for a newspaper company to deliver the papers correctly, especially they have demonstrated that they can deliver it to the right place the 1st week, and then just STOP delivering thereafter.

Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a 3-month introductory subscription to the wall street journal in January. I received the journal for 3 months and then stopped receiving it. in early June, I received a card addressed to me offering me a trial 3-month subscription. I sent them a check for the 3 month introductory rate (25.99 - 3 months for the price of 1). They sent it back to me, and said they could not accept a check for this offer, and they needed my credit card. I sent them my credit card. when I got my statement, I saw they put trough 3 charges in a row (june **, june **, july *) each for $25.99. My daughter spent hours calling them and speaking to various people (I am 92, and hard of hearing) she was told the following: They tried to put through the credit card they had in april, to continue my subscription. it was denied - I don't know why. i'm not sure if it had expired or there was another problem. They kept trying to put it though and it was being denied. They of course stopped delivering the paper after 3 months (in early april), and NEVER contacted me via phone, email or letter even though they had all three. I had no idea there was any problem, and logically assumed my 3-month introductory y subscription was over. They sent me a card in June - addressed to me - offering me a 3-month trial, and then rejected my check - saying they couldn't accept a check for this offer they mailed to me - and they needed a credit card to start the introductory subscription. When I sent them my credit card, they charged me for 3 months of UNDELIVERED papers. (april, may and june) The WSJ fruadulently obtained my credit card by straight-out lying and saying they couldn't accept a check for the June 3-month introductory offer. They charged me for 3 months of papers that they did NOT deliver. They never notified me of any problem with the credit card in early april so that I could either rectify the situation or cancel the subscripyion.Desired Settlement: An apology and a credit to my credit card

Consumer

Response:

I received the following email from "[redacted]" on AUGUST 6

"Dear [redacted],

Thank you for contacting The Wall Street Journal regarding the refund.Please accept our apology for any inconvenience. The account has been cancelled. Please accept all copies delivered as complimentary and disregard any invoices you may have received. There is no amount due for this subscription. Your request for full refund has been escalated."

About a month ago, a credit for $9.99 was posted to the credit card account. This leaves an amount of approximately $67.98 that is still owed by the WSJ that was charged for papers that were not delivered, and which utilized fraud to obtain my father's credit card information.

There has been no other communication from the WSJ.

Review: Was Signed up for Wall Street Journal (WSJ) Ultimate Package and Washington Post without my consent. Company (Dow Jones at [redacted]) refused my requests for cancellation. Replaced the credit card that was being charged to the account, and company began somehow charging new card. Despite being signed up for print deliveries (which I did not desire and futilely attempted to cancel) never received any copies of the WSJ.Desired Settlement: Permanent Cancellation of services and refund of all billing costs for no product received.

Business

Response:

Per customer request this account has been cancelled effective immediately. However this account has not been charged since December of 2015 due to issues with the credit card on file. The last charge for this account was on December ** 2015.Per our subscriber agreement all of our subscription charges are non-refundable. and any cancellation requests must be made via phone and not email or chat. There are not missed deliveries reported on the account at any point.

Review: I ordered two subscriptions of the wall street journal. One for myself and one for my friend. I placed the orders last August. I just recently found out that my friend never rec'd ONE paper from the Wall Street Journal. I called the Wall Street Journal and cancelled the subscription and asked for a credit. They said they do not guarantee delivery! I was shocked that they charged 26.00 a month and do not guarantee delivery or at least when they are aware that the paper has never been delivered they have no way to confirm what the issue was! They are charging for a service and cannot verify wheter or not they are able to provide the service.Desired Settlement: I understand the customer's responsibility and maybe I should have called my friend to check to see if she was getting the paper, but I just trusted if they were charging me that they would deliver the paper. I had no problem with my other subscription. I think the WALL Street JOURNAL should AT LEAST meet me half way and credit me for 3 months of the 6 month subscription. I really feel they should not charge me at all and figure out why they did not deliver the paper!

Business

Response:

Good Morning,

Thank you for contacting The Wall Street Journal in regards to subscription issues. First, I would like to sincerely apologize for the fault in your friends delivery. I dont know who your contact was, but there is no reason for them to tell you we dont promise delivey, when we do.

Since the account has already been cancelled in order to assist you further please call ###-###-####. We will ask you to verify the account, and in order to process additional refunds we will need the credit card number in its entirety.

Once again I would like to apologize for any issues we may have caused you.

Cordially,

Kyle

Customer Service

Review: I received a 2013 Christmas gift subscription for [redacted] Magazine, and only received 2 issues in the period of the 2014 year. My two written complaints to their circulation department detailed the fragmentary home delivery system in [redacted], and to this date remain unanswered and unresolved. To further illustrate [redacted] repugnance, their telemarketer called me on April **, 2015, asking me to rejoin their community by purchasing a subscription.Desired Settlement: Please refund the amount of the gift subscription to my brother at:[redacted]

Consumer

Response:

At this time, I have not been contacted by Dow Jones, LP - complaints regarding complaint ID [redacted].Sincerely,[redacted]

Review: I signed up for a one time one-year or two-year subscription to the Wall Street Journal. Several months ago I realized that the Wall Street Journal had been periodically charging me for automatic renewals. I immediately wrote to cancel any further charges although they did not honor that request until my primary credit card number changed and they could no longer charge the card on file. I have been emailing and asking them by phone for several weeks to send me (1) documentation showing that I signed up for some sort of auto renewal feature, and (2) invoices showing all the charges to my card. To date they have not sent me this documentation. When I email to follow up they keep sending me back the same form email that shows that my subscription ended in June (this is when they could no longer charge my credit card because the card number changed).Desired Settlement: I would like to see (1) documentation showing that I signed up for some sort of auto renewal feature, and (2) invoices showing all the charges to my card. If I did sign up for some sort of auto renewal feature then they should be able to show me some record of that. If I did not (which is what I believe) they should refund some portion of the charges as they charged me for auto renewals without my permission.

Consumer

Response:

At this time, I have not been contacted by Dow Jones & Company, Inc. regarding complaint ID [redacted].

I would like you to continue helping me get a response from the business.

Sincerely,

Review: On 3/**/2012 I cancelled my subscription to the [redacted] and received a refund confirming the fact and a partial refund.

On 3/**/2013 they charged my credit card account for $259.48 for an annual subscription which I did NOT authorize.

They refuse to return my money.Desired Settlement: A full refund for $259.48

Business

Response:

To Whom It May Concern,

Thank you for contacting [redacted] regarding [redacted]'s subscription.

I would like to run a financial search so I may located the charge of $259.48.

I will be giving [redacted] a call at ###-###-#### to get some information regarding that charge.

If there are further questions or concerns, please do not hesitate to contact.

Cordially,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not received the full refund I requested.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Morning,

Thank you for contacting The Wall Street Journal in regards to a refund. Since this is a situation dealing with money you will need to call in. It is our policy that subscribers call in regards to cancellation, or in this case extenuating financial situations. Please call Subscription Services at [redacted]and a representative will be happy to assist you.

Cordially,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have had enough conversations with the WSJ. The last one with [redacted] on 3/[redacted]/2014 when she offered to "investigate" the issue.

I believe that the WSJ has an elaborate neglect strategy where they intentionally "lose track of the conversation" in order to tire the counter party. In essence is the same strategy they used to "uncancel" my subscription hoping that I woudn't notice. Ufortunately for me they were right which is how they stole the $250.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I have called them 3 times to have them quit delviring me papers, but I am not having any luck and I am tired of calling them , it has been a while since I have called them last so there has been plenty of time for them to quit sending me papers. I alsodonot want any emails from them or advertising from them. I am not having any luck calling themDesired Settlement: Quit sending me papers, emails or advertising from any of there papers

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I contacted their customer service a while ago to stop delivery of the Wall Street Journal. But they keep delivering WSJ to my house.

It is unsolicited advertising material and littering to me, and caused accumulation of waste!Desired Settlement: I wish to be removed from their distribution list immediately.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Dow Jones & Company, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,