Dow Jones & Company, Inc.

Review: I subscribed The Wall Street Journal 3 months ago.One month ago I told them to stop the subscription and they told me that they would stop the subscription and that I would not be charged anymore.But they still charged on my credit card in this month! I sent email to them yesterday and receive no reply up to now.

Review: I subscribed to the print home delivery subscription of the WSJ early February, and have yet to receive a single paper in almost one month. I have contacted customer service over 5 times and have received the same response, most recently being told that they "really hope my paper comes tomorrow."

Every customer service representative I have spoken to has been from a different country and has been clearly reading from a script. I have been told every time that they are "investigating this issue further", and I would venture to guess I will get a similar response to this complaint. I do not appreciate a supposedly reputable business committing theft.Desired Settlement: I would like to actually receive the print newspaper I have paid for.

Business

Response:

We are in contact with the subscriber and are actively working with him and the local delivery team to resolve this delivery issue. The customer has been compensated for missed issues.

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: My husband passed away 3/**/13. He was a loyal customer of The Wall Street Journal for many, many years. I telephoned The Wall Street Journal customer service on 4/**/13 to cancel the paper and to receive credit for $49.61 that was just charged, and the only charge on his credit card. [redacted], the customer service representative, said that is not a problem. She also mentioned there are still paid papers, would I like to donate them to a school. I told her it didn't matter, I was only concerned about receiving the credit in order to cancel his card. She said it would be taken care of, he would receive 2 credits on his card, one in the amount of ($13.36) and another in the amount of ($36.25) which totaled $49.61. I'm uncertain how she figured the calculations, but that is what I was told. The credits were not processed and I never received any return calls as promised. From April ** thru August **, 2013 I called 11 times and had to explain the problem each time. Most times I was told it will be taken care of, a few times I was told I donated the papers which was not how the original conversation went if they listened to their recording as I suggested, and 2 supervisors said they were putting through a priority request, but to no avail. The credit card bill is now $102.32, which includes service charges because they never followed through as promised. I had until August [redacted] to at least pay the $49.61 to avoid bad debt with Wells Fargo, which I did. The service charges are still remaining. I know the amount is very small and seems very petty, but it's the principle. How many other people are being taken advantage of when they try to cancel their paper?Desired Settlement: To be reimbursed for what is owed and for service charges if possible.

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.)

Review: No paper since 12[redacted]. Calling practically everyday multiple times, called local delivery [redacted], emailed but still not paper. Will not refund my points or money or deliver paper. Refused to do anything except for saying that they will deliver paperDesired Settlement: Return mileage points or equivalent money or deliver paper and credit me for missed paper.

Review: I called to cancel my free trial digital (online) subscription on 10/**/14. This is before the end of the trial period. The agent said everything was fine and that they would take care of the cancellation and I would not be charged. I have the confirmation email dated 10/**/14.

But then on 11/**/14 I noticed that they charged my credit card anyway for $22.99. I called immediately to correct this charge and they said they would correct the problem and refund me my money. HOWEVER, they only refunded me $18.39.

When I called a third time on 11/**/14 to get my full refund the agent made up all these incorrect stories about how I didn't cancel in time and how I had to cancel by October [redacted] and that I had a pro-rated refund, etc. etc. His math didn't even make sense.

Summary: I called to cancel well before my trial period expired and they owe me a full refund, not a pro-rated refund.Desired Settlement: I want my $4.60 back to make my refund a full refund! Charged: $22.99 Refunded $18.39 Outstanding Difference $4.60

Review: I am writing to request a full refund for the money paid for this WSJ print subscription, account #[redacted]. The reason is because over 3 weeks ago I ordered the subscription to have a WSJ delivered to our office. In those 3+ weeks, it has only been delivered correctly on 2 of the days. On the rest of the days it was either not delivered at all or it was delivered the following day, bundled with our [redacted] mail. Needless to say there is no point in receiving a newspaper that is a day or two old.

I called WSJ 6 times to try to resolve the issue and emailed asking for a refund.

The response from WSJ by both phone and email is "We apologize for the inconvenience. All subscription fees and charges are non-refundable. We can only remove the subscription from automatic renewal."Desired Settlement: Because WSJ did not provide the product I paid for, I would like my money refunded.

Review: I signed up for their newspaper months ago and received their periodical for one week. When I called they said they would update their records and I still didn't receive. I called asking them to cancel my service and issue a refund and they said they cannot refund but will cancel. I still continued to be charged. I called today and told them I was going to file a complaint with the Revdex.com if they do not provide a full refund. They said they can only cancel and give pro-rated refund since my monthly billing is paid in advance.Desired Settlement: I would like a full refund since I didn't get the service they were supposed to provide. At the very least I should get 6 months of newspaper for the 6 months that I haven't received anything.

Consumer

Response:

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

Sincerely,

Review: I had a subscription to t[redacted] in 2008 and 2009. It was both a deliver of a daily newspaper and access to news stories online. I cancelled the subscription in Sept. of 2009 by e-mail and letter. I have not received a daily newspaper delivered to me since that time. Nor have I tried to access information online since that time. The last time the newspaper was delivered to me was when I lived at [redacted]. I now live at [redacted]. At the time I enrolled I left an automatic deduction in place for a [redacted] Credit Card. These are the charges: 9[redacted]/09 $127.07 -- 10/**/10 $54.98 -- 12/**/10 $54.98 -- 3/**/11 $54.98 -- 7/*/11 $54.98 -- 9/**/11 $120.58 -- 12/**/11 $120.58 -- 3/**/12 $120.58 -- 7/*/12 $120.58 -- 10/*/12 $120.58 -- 12/**/12 $120.58 -- 4/*/13 $120.58 -- 10/*/13 $132.98 -- 1/*/14 $132.98 -- 3/**/14 $132.98 -- 7/*/14 $132.98. In this time I received several e-mails from the company stating they were having trouble delivering the paper. I did not open them because I have cancelled the subscription, one is included here. The total unauthorized charges is $1,843.55.

The below message was sent in 2010.

** Please do not reply to this email directly. See below for

contact information.**

Subscription Number: [redacted]

Delivery Address: [redacted] Dear Subscriber,

As a valued subscriber to T[redacted], we want to

inform you of unexpected challenges with delivery in your area

which may result in not receiving your newspaper today.

While we are working out the details of your paper delivery,

please visit [redacted] and log in to access the latest headlines

and news. If you have not activated the digital portion of

your subscription, go to [redacted].

If you require further assistance, or, if you believe you

received this email in error, please contact Customer

Service. We're sorry for any inconvenience.

Thank you for your business.

Regards,

[redacted] Customer Service TeamDesired Settlement: I would like this money returned to me. I cancelled this subscription.

Review: I had subscribed to the print edition of the Wall Street Journal weeks ago. They were supposed to begin delivering the paper on the [redacted] of May. As of today, June [redacted], I have only received one paper which was on June [redacted]. I have tried to resolve the issue by reporting it online and calling their customer service line several times. I get the same response every time, they are working on it and my account has been prioritized. Customer service representatives said that someone had tried to call me one time, but I have not received a single phone call. I am tired of reporting that I have not received my paper, I want resolution.Desired Settlement: I want to be contacted by phone with an explanation as to why there has been no delivery. I also want to know why they were able to deliver the paper last Thursday but not any days preceding or following that day. Please start delivering my paid subscription.

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,[redacted]

Review: I called 3 days in a row to cancel my subscription. I somehow spoke to the exact same woman 3 times. Her name was [redacted] and she refused to assist me each time I called. My last call was 8/** at 6:00 am PDT. I told her several times I wanted to cancel my subscription and she continued to try to get me to keep it. I told her 6 times I didn't want it and wanted to cancel. After finally threatening her with wanting to talk to a supervisor she said it was cancelled and I would not be charged.

I open up my bank account this morning to find a recurring charge from the Wall Street Journal.Desired Settlement: I want this charge removed and I want an apology for the problems

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 subscribed their newspaper with $12 for 12 weeks deal. Later, I went to their website and canceled my renewal. I was charged $28.99 on November [redacted]. Once I found their authorized charge, I called them and asked them to stop the subscription. I never accessed to their journal after my trial.

Consumer

Response:

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

Review: I signed up for the Wall Street Journal at a Cincinnati Reds game on June *, 2014. I paid $28.99 for the 1st 3 months and then was going to be renewed at $28.99 monthly. I was told it would take 4 to 6 weeks for delivery to start. On Sept **, 2014 I was debited $28.99 again and have not received one paper so I called them. I explained b/c of the delay in delivery I forgot I signed up until the 2nd charge came through and wanted to know what happened. The rep I talked to was extremely rude, interuppting me and raising her voice to me saying I could not have a refund. She was assuming I wanted a refund, I wanted to find out what happened to the 3 months I did not receive a paper. She then told me they have no way to check if there is a driver on my route but she could not refund the 1st charge, just the 2nd charge. I did not want a refund - I wanted delivery of my purchase! I wanted to keep my subscription if they could deliver it, I just needed to find out why they had not been delivering it. I was told repeatedly I should have called, which I don't disagree with - I just forgot I signed up and when I remembered I called. It's not like I had been receiving the paper and they missed a day - they never delivered one issue. I spoke to a [redacted] and was told he would follow-up with me after checking with the circulation office, but even if there was no delivery or driver on my route they would not be giving me the 3 months I paid for because I did not call. If they need my $28.99 that badly that is fine, but I intended on keeping my subscription until their customer service reps were so incredibly rude. I was really baffled at how they talked to me.Desired Settlement: I want the 3 months of delivery that I paid for.

Consumer

Response:

At this time, I have not been contacted by Dow Jones & Company, Inc. regarding complaint ID [redacted]. I also contacted them last week and they would not connect me with the person I dealt with previously (a [redacted] who gave me him ID # to be connected with him and was supposed to follow-up with me and never did). They refused to connect me with him and would not give a reason. I have not received a follow-up call for a 2nd time.

Sincerely,

Review: I purchased a $26.00 twenty-six week trial subscription of their Barron's publication which is supposed to be delivered to my home address every Saturday morning before 7am. Over an approximate 10 week time frame they have failed to meet that obligation approximately five times. I have contacted their customer service department each time to get the issue resolved but they have neglected to do so. I do not want a one day credit for the missing product. I paid for the delivery service and product and that's what I want. If they agree that they cannot deliver that service and product then I want an entire refund of my purchase price or $26.00.Desired Settlement: 1. they deliver the product as obliged or

2. refund my entire purchase price of $26.00

Business

Response:

Good Morning,

Thank you for contacting The Wall Street Journal in regards to delivery errors. Since this seems to be an extenuating circumstance I would like you to call Subscription Services, which is our second level escalations department. Here they will have the ability to look deep into your delivery problems, and get them resolved. Please call ###-###-#### and a representative will gladly assist you.

Cordially,

Review: Did not order a subscription to the Wall Street Journal nor do I want to receive this newspaper.I have been receiving it since August of 2015 and have tried to cancel it repeatedly. I have spoken to supervisors gotten their badge numbers continue to recall and on Jan.** 2016 I am still getting the newspaper.I am exhausted from their lack of action.I did not order it I do not receive a bill for it I don't want it. It is a waste of resources and their money and it is basically littering my property. I have been communicating with them through their customer service number or lack of service number. Phone number ###-###-####

Thank you in advanceDesired Settlement: Please just have them stop the paper delivery

Business

Response:

Thank you for relaying this concern to us. We have notified the circulation manager in charge of delivery to this area about this issue. They will work to ensure that the carrier is delivering the paper to the appropriate subscriber and no longer to your specific address. Within a week's time, this issue should be resolved.

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 can not confirm that the paper will no longer be delivered to my address. Please allow one week for the business to respond to our request to discontinue delivery of the Wall Street Journal to my home. I would like to keep the case open until that time that I can confirm they have ceased delivery.

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

Sincerely,

Business

Response:

We are sorry you have been receiving a paper you do not want. I alerted the circulation manager in NY to stop the paper immediately.

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: We are not getting our delivery service on the weekend(Saturday). I have contacted The Wall Street Journal on 5/*/15, 5/**/15, 5/**/15, 5/**/15, 5/**/15, 6/*/15 to report my delivery issue and I have yet to get this issue resolved, so we continue to not get the service that we have paid for. I have been assured many times and in particular by a [redacted] by the name of [redacted] on 5/**/15 that this will be taken care of and as of today(6/*/15) the problem continues. I have requested verbally 2 times now to get us a new delivery person and that does not seem to have happened. When I call in 2 times they have requested for a redelivery for that day and assure me a paper will be delivered by 2:00pm that day and it never arrives. Also 2 times when I have called in they have said there was a transportation problem in my area and the paper would be delivered on Sunday and both times it never came.Desired Settlement: I am requesting that we are assigned a new delivery person, so that we get our Saturday delivery that we are paying for. When we pay for a service and are not getting the service we are paying for that is the company not fulfilling there end of the agreement. I expect as a consumer when I file a concern that it gets taken care of and for over 1 month now that has not happened.

Business

Response:

Our records show that the client's account underwent a recent investigation into their delivery issues. On June [redacted], 2015, a circulation manager noted that the delivery contractor in the clients area was aware of the delivery issues and was working to resolve the issues. This action comes after the stated non-delivery dates as listed by the client. In addition, for the client's recent experience, a two week extension has been given on the account.

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 did not subscribe to the Wall Street Journal, but for at least two weeks now, I have been receiving the weekday print edition in my driveway. I called the company about a week ago to request that the delivery stop. It has not stopped. I called again this morning to make the same request and was told they were having technical issues and asked to call back. I refused to take more of my time in dealing with this unordered subscription. I gave the agent my information over the phone and again requested that delivery be stopped immediately.

If this delivery is a mistake, WSJ should correct it in a timely way. If it is an attempt to fish for subscribers, it's manipulative. I am lodging this complaint with Revdex.com because I do not have confidence that the paper is going to stop being delivered, given my interactions with WSJ customer service thus far.Desired Settlement: Stop delivery of WSJ print edition to my address and delete my address/contact information from WSJ to prevent future marketing appeals.

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 have been a customer for many years of the [redacted]. We have enjoyed it being delivered and reading it each day. My subscription as running out, so I renewed it. What a mistake!

I have never received it, even after 2 weeks of calling every day to find out the problem with the delivery. When I was out of town, I asked them to call my home to find out if the paper had been delivered. They never did.

I have spoken to so many representatives who guarantee it will be there the next day. It was never delivered. Today, I finally cancelled my subscription for good. This was the biggest run around mess that I have ever seen or been involved in.Desired Settlement: This organization owes me for non delivery of the issues that were not received before my previous subscription expired. I would like them to be charitable for the work on my part to show them the flaw in their system, and deliver me a month's worth of free newspapers. I know that it will never happen because this company only cares about the money, not the customer.

Review: I have contacted this company regarding my account with them. I signed up for a trial of The Wall Street Journal, for a 12 week period at a cost of $12. When signing up I was assured that I would be notified when my trial was ending. Unfortunately I was never notified that my trial period had ended and they continued to charge my account. I contacted them regarding this issue and asked that they credit my account due to failure to properly notify me of my subscription status. I was told that the failure to contact me would be investigated and a decision would be made within 1 business day. When I did not hear back I contacted them again and they assured me that my subscription has been cancelled. I clearly stated I no longer wish to recieve the publication and did not authorize the charge on my account.Desired Settlement: I wish to be refunded the amount that I did not authorize, which is any charges made after the trial period had ended.

Consumer

Response:

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

Sincerely,

Review: I started a trial with the company for 12 weeks and when I signed up for the trial the representative told me that it I was going to be contacted after the trial was over to continue with the subscription. I However I did not receive an email or a phone call or voicemail stating that my subscription was being automatically renewed and also that the subscription could not be refunded after they charged my credit card. When I called costumer service today, I asked for the service to be canceled and only to be charged for the days that the paper has been delivered so far. I spoke with a costumer representative named [redacted] (employee id: [redacted]) who said that I could not get a refund for the subscription because in their terms of service it states that once the payment is processed it could not be refunded. However I read the terms and in there it does not say anything about this. Also I did not sign or agree to any terms of service when I started the trial and I was not made aware by the representative that sold me the trial that the subscription was going to be automatically deducted from my account or of the legal terms of service. I had not consented to have my credit card automatically charged.Desired Settlement: I would like a refund for the remaining days or a full refund for the subscription since I did not consent to have my credit card charged in the first place. I also would like the business to acknowledge the error on their part and to clarify in their terms of service or anywhere in their website the rules of their subscription so that any other costumer has access to this information as well.

Consumer

Response:

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

Sincerely,

Review: Charged for papers not delivered from 4/** to 5/**.

Quarterly subscription fee charged April ** of $113. Stop was put on delivery for vacation effective 4/**. Restart was to begin 5/**. A failure to deliver was reported on 5/**. Business travel took me out of town until yesterday. No WSJ was delivered between 5/** and 5/**. I called to cancel the subscription and request a refund and spoke to [redacted] in customer service. She cancelled the subscription and credited me with $87.45. She said she could not credit me for 4/** to 5/** as they had no proof the paper was not delivered. I reported non-delivery twice. 5/** and today. My neighbor collects my mail and deliveries. When I arrived home yesterday there were no WSJ. The neighbor is not a WSJ reader and did not take the paper. They never restarted delivery after the April ** stop. I want the remaining $25.55 refunded to my card on file.Desired Settlement: Full credit of the $113 charged on 4/**. They have already credited $87.45. They need to credit the remaining $25.55 for the papers not delivered during the entire month of May. They acknowledge no delivery from the [redacted] to the [redacted] due to the stop. They acknowledge no delivery on the [redacted] and the [redacted] They apparently don't believe the papers the [redacted] to the [redacted] were not delivered. They were not.

Consumer

Response:

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

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Dow Jones & Company dba The Wall Street Journal regarding complaint ID [redacted]. They charged me for service during a 2 week vacation suspension that is documented in their system from April ** through May **. At the end of the suspension, they did not resume delivery service for another two weeks. After 2 phone calls reporting no delivery, I cancelled the subscription. They charged me for the month in dispute, and credited me the remaining prepaid subscription.

Sincerely,