Dow Jones & Company, Inc.

Review: Started subscription to WSJ 4-5 months ago. Paid with airline miles. Have received weekend editions at home address regularly Have received only ONE daily edition (at my office) in the past 4 months. Despite 6 or more phone calls by myself and my office manager, the company has not delivered the daily issues.Desired Settlement: Receive daily WSJ at my office as paid for....

Consumer

Response:

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

Sincerely,

Review: My subscription to Barrons Magazine made on line 8/**/15 for 26 weeks @ $26.00 to be mailed to an inmate:

[redacted], [redacted] - was never received. I made calls to ###-###-#### on many, many occasions for resolution of the delivery problem to no avail. Dates called: 11/**/15, 12/*/15, 12/**/15, 1/*/16 & on 1/**/16 I insisted they cancel and refund my money. They canceled but only refunded: $9.62 on my [redacted] card, 1/**/16. It was very stressful to deal with the people who always said "you will have a paper by Sat.". Not one paper was ever received. I am convinced that all this advertising for a low rate is a scam.Desired Settlement: delivery

Business

Response:

Customer received requested refund on 02/**/16 for $16.38. She received a pro-rated refund on 1/**/16 for 9.62. Customer has been refunded for all charges on account, due to issue of nonreceipt of paper delivery since the start on the subscription.16.38

Review: While at an [redacted] game I signed up for a promo for the newspaper and was told I would be charged every 3 months. I was charged 32.99 3 months later then the next month I was charged again 32.99. At that time I called and canceled my subscription as I was told it was every 3 months not monthly. The next month I was charged again and it threw my account into to go into the negative. I called back and asked for a refund as I did not authorize this charge as I cance it the month before. I was told there was no record of the cancellation and the charges are non refundable. I do not consider this to be good customer service.Desired Settlement: My 32.99 refunded back to my card

Business

Response:

All charges for subscriber are appropriate charges and will not be refunded. Subscriber signed up for an [redacted] ultimate package offer for $28.99 for the first 3 months and then renewed at $32.99 monthly. No previous contact by customer to cancel subscription .

Review: This complaint concerns the [redacted]), a subsidiary of the Dow Jones & Co. I could not get the mailing address for the [redacted]. The email address is for the [redacted].We suspended our subscription to the [redacted] on Sep ** of this year because we were moving. Our account # was [redacted]. Since then the paper has been delivered every [redacted] except for 2, this means that we have received papers for approximated 8 weeks after we first notified the [redacted] to stop delivery. Our neighbors notify that the paper is still being delivered. We have called every time after the paper was delivered in error, about 8 times, and took the additional following actions -asked various times to speak to a [redacted]s who said they would handle it, asked again to speak to a [redacted] and explained that this is a security problem and the [redacted] promised she would contact the area manager and have them contact us that the problem has been solved(never happened), cancelled our subscription and got the balance of our subscription credited to our account and yet they still are delivering the paper!I don't want to go to small claims court to stop them, but I will if I must as this is a security problem. There is no more that I can do and I hope you can help me.I have found another document that has a phone number [redacted].Desired Settlement: Have the person in the [redacted] area who actually delivers the paper call us or email you to forward to us that the paper will not be delivered again. Notify the [redacted] that is something happens to my home I will notify the police AND the local newspapers and about this situation.Thank you .

Consumer

Response:

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

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

Sincerely,[redacted]

Review: July *, 2014

Dear WSJ Billing,

In May 2014 I signed up for a few accounts for different family members. After speaking with them it was decided they did not want the subscriptions. I called that evening to cancel however I was told I'd have to wait 3 days for the information to be in the system. I called 3 days later to cancel all subscriptions. My family nor I ever received the paper because it was canceled. My attorney reached out to ensure that no further charges would be associated with my card. Last Tuesday I noticed a charge from the WSJ in the amount of $26.99. I thought this was extremely odd since I canceled all the accounts in May. I called WSJ the associate could not locate an account associated with my bank card. This became quite concerning and very troubling that I'm being charged and yet they can't locate an account. I finally spoke with a supervisor who was able to locate an account under my father [redacted]. She informed me that she would not cancel the account and that I needed to call my bank and submit a charge back for the amount I was charged ($26.99) I asked for the legal department's number in which she refused to provide. Today, I received a call from [redacted] who works in customer service and stated she would speak with her supervisor and be in touch before she went home for the evening. She never called back. This is extremely frustrating and concerning. I want this resolved ASAP.Desired Settlement: All charges reversed that I was charged for unauthorized charges upon canceling subscriptions

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: On August [redacted] I opened an account with the Wall Street Journal to allow me to read the full contents of a news article. The agreement was that I would have 30 days to cancel my subscription without being charged. On August [redacted], five days later I called the Wall Street Journal and cancelled my subscription.

The Customer service representative I spoke with falsified the call I made and entered into the computer information that I had called and requested a three month suspension. This falsification of course meant my credit card was billed $12.00. I am not sure if this is a systemic practice within the Wall Street journal to steal money by falsifying cancellation requests.

When the Wall Street journal started being delivered this month I called them again and asked why it was being delivered. They told me I had never cancelled my subscription and had only suspended it. I explained that I had cancelled it back in August. After a long argument they agreed to cancel my subscription and begrudgingly refund the money they had stolen.

On 11/**/2013 I received an email from the Wall Street Journal stating they tried to bill my credit card to continue my subscription but were unable to. I was shocked that after calling twice and cancelling my subscription that the Journal was going to try and steal money again.

So today, 11/**/2013 I called again speaking to a [redacted]. He confirmed my account had not been cancelled and confirmed their attempt to steal more money.

This Representative advised he would cancel the account and send me an email confirmation.

Not only did they use fraud to steal my money, they make it extremely difficult to cancel a subscription. On their website under “Manage Your Account and Subscriptions” There is no selection for cancellations. When you call them and receive voice mail to select options from, again none of the options are to cancel.

It may be this is happening to many other consumers in America who because of the small amount of money involved don’t complain.Desired Settlement: Conduct an internal investigation to determine if management is involved with training employees to not to cancel subscriptions when requested and develop a training and program to properly supervise employees and management in this area of the company.

Also send me a check for $12.00

Review: I was charged on May [redacted] for a renewal fee. I had previously called to cancel this subscription. The company is telling me that there is no record of my call and is refusing to refund me the amount charged. This is very dishonest of the company.Desired Settlement: Refund of the amount charged.

Business

Response:

Though all subscribers are notified that the subscription charges are non-refundable, we have made an exception and refunded the $12.49 charged to the subscriber. Please advise the subscriber to allow 7-10 business days for processing of this refund.

Review: I have not receive my newspaper this morning. Its very saddening that a newspaper like the [redacted] does not meet up the necessary delivery standards. I have not received my newspaper since March yet I call every week to report the issue and no one seems to properly resolve the issue. I'm very upset as this newspaper is very important for my career and need to have it every morning. Last time my newspaper was delivered I handed out a lobby key and instructed to have my newspaper drop in my front door not the lobby. Till this day I don't understand how Iv'e seen others get their newspaper delivered but I haven't.Desired Settlement: Begin delivering my newspaper everyday on time.

Business

Response:

Good Afternoon [redacted], We apologize for the ongoing delivery issues that you have been experiencing with your subscription to [redacted]. We have sent an urgent message to both the circulation manager and the circulation market manager in your area to address the delivery issue. We have also reviewed the account and have noticed your constant reporting of the missed deliveries. We appreciate you keeping us informed about the issues so that we can work on getting them resolved. We will credit your account for 4 months due to the non-delivery, and we are working closely with the managers in your area to resolve this issue right away. If you should have any questions or concerns, please do not hesitate to give us a call at ###-###-####. Thank you for your patience with this matter.Cordially, [redacted]Customer Service [redacted]

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 sent the below email with a simple and clear inquiry:

"I'd like to know why I have stopped receiving my subscription. I was slatted to receive 304 and I've received only a couple of months worth.

I'd also like to know when you show I received my first issue and how many you show as having delivered."

... and [redacted] from customer support responded by suspending my subscription..

I kept inquiring as to why it was suspended and asking the original questions and they KEPT RESPONDING BY TELLING ME IT WAS ALREADY SUSPENDED. No one actually read or understood my simple one sentence English inquiries and I had to take time out of my work day to resolve the issue over the phone. If it is not truly resolved or if I am unable to suspend my subscription when I go on vacation I will file again.Desired Settlement: Fix customer service so it actually works

Business

Response:

Our system indicates that this subscription was started on 02/**/2015. Our local contractor contacted us to report that weeks worth of papers are piling up at the front door because nobody is picking them up. A suspension is now in place. Please contact us at [redacted] and we will be glad to resolve this issue and restart your subscription.

Review: My WSJ subscription expired some time in July. I received a letter asking to renew. I did not respond to this letter because I felt I could no longer afford WSJ. Several issues came after that letter but I believed them to be the end of the subscription. My papers stopped early to mid Aug. I really missed the WSJ and decided to renew or begin a new subscription---(whatever). I called Sept **, 2013 and attempted to subscribe. Was told I could for a quarterly payment of 104.00$. I paid the 104$. On Sept ** my subscription was cancelled. I called on Sept [redacted] to find out the reason. I was told by two customer service people that my subscription had been cancelled for non-payment. A supervisor then told me that my Sept ** payment had gone to cover the July quarter which I did not renew. And that I had to pay for a Sept quarter of another 104$. He said those papers in July were sent in-hopes that I would renew at that time. I never called to renew the supervisor said I accepted those papers. I didn't receive papers for most of Aug and Sept understanding my subscription had been cancelled. I have never experienced such a convoluted logic with any other magazine or newspaper subscription.Desired Settlement: I do not want to pay for papers I did not receive in Aug and Sept. And I will not ever subscribe to the wsj again. I want my 103.00$ refunded to my account.

Business

Response:

Our systems show that the payment in dispute was not processed. We have contacted the subscriber and asked her to provide proof of payment. If we receive information regarding the payment on September, we will issue a refund.

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:

Complaint Detail

Would appreciate Complaint # [redacted] re-opened. It has not been resolved due to 2 remaining issues. 1) A wonderful representative called and offered a new subscription for a lower price which I gladly accepted and was thankful for. However in discussion my bank statement showed that the 103.50 initial charge had been paid. She requested a bank statement proving the payment had been subtracted from my acc't I sent this to her. She called and E-mailed a few days later and stated that her supervisor requested a three way call between us and my bank to discuss this 103.50 payment. I unfortunately have been out of town for the last wk and 1/2, returned yesterday, and planned to call my bank for a 3 way call on Nov *. I saw the e-mail stating that the issue had been resolved!!!!!!! Secondly, nothing was said about the rude customer service I received received and my questions about the policy of applying a current payment to renew for 3 mos of past services not received. I would like answers to the above and clarification of what happened to me to be explained Also when I asked who I could call or write above the situation I was told "[redacted]" and that no other name or address could be given out. I found it hard to believe that such a respected name and company could treat their "lowly individual subscribers" this way

Translate

Desired Settlement

I would like some answers to above I am also faxing the Revdex.com. a copy of my bank statement as proof of payment which apparently needed "further exploration".

Desired Settlement: Refund

Sincerely,

Business

Response:

To Whom It May Concern:

Review: For the past 2 years I have had problems with the WSJ NOT being delivered. Customer Service telling me that one will be redelivered that day and it never is. From August *-*. 2015 I received NO paper. I called in and was told they would send out another one. Low and behold one actually showed up today as a redelivery (first time in 2 years) but it wasn't delivered in the driveway where it was suppose to be. The carrier shoved it inside of a copy of the St. Louis Post Dispatch and threw it 6 feet from the end of the driveway out into the street. I get the paper due to the fact that my 87 y/o Mother and 88y/o Father like the paper. I wasn't at home so my Mother had to go out into the street to get the paper. Neither on of them are in good health and do not and should not have to go out into the street to get a paper that should have been delivered correctly in the first place.Desired Settlement: My desired outcome is as follows:

1. I want a call from a supervisor with an apology for the last 2 years.

2. I want the carrier fired and a compitent one hired.

3. I want a one year credit for the WSJ and my expiration date to reflect it.

4. For this to never happen again.

Business

Response:

We reviewd the account and did see reports of non delivery of the paper. We extended the subscription until November **,2016. We also reached out to the Circulation Manager, to make him aware of this issue. We will work with him to reach a resolution. I spoke with [redacted] and advised of the changes to the account ans she agreed with what has been done so far. I advised that I will be back in contact once a resolution has been met.

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: Cancelled my online WSJ account, continued to be billed and many phone calls and emails have failed to resolve.

I cancelled my online WSJ account in May/June 2013. I was billed through September 2013 and received only a partial credit for Sept 2013. I have made many phone calls to try to get this resolved. I also tried emailing to get it resolved. I was promised a resolution and return call, but this never happened. I would like to be refunded for the months (May/June 2013 - Sept 2013) for which I was billed after having cancelled my subscription.Desired Settlement: Refund for the following months billed (May negotiable because I cannot remember if my cancellation call was May or June):

May 2013: $17.29

June 2013: $21.62

July 2013: $21.62

August 2013: $21.62

September 2013: $22.99-$19.16 (partial refund)=$3.83

TOTAL = $85.98

Consumer

Response:

At this time, my complaint, ID [redacted] regarding The Wall Street Journal aka Dow Jones & Co has been resolved.

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

Sincerely,

Review: The problem is that I have not gotten consistent newspaper deliveries since I subscribed on January [redacted]. I understand that there can be some challenges when someone first subscribes to a newspaper but this is unprofessional and highly inconvenient. The delivery service was suppose to start on January [redacted], I received this information via email on January [redacted]. The first day I received that paper was January [redacted] and this was after I had to spend time reporting this issue on 1/**, 1/**/ and 1/**. There was no paper on Saturday 1/** and I called to report this issue on Monday 2/*, it should be noted that there was no paper delivered on 2/*. On 2/* I called again to report that there was no newspaper and then on Saturday 2/* I didn't receive a complete paper when it was delivered. It was missing advertisements as well as the Wall Street Journal Magazine. Then I had another undelivered paper on Thursday 2/**. I received another incomplete newspaper on 2/** and didn't receive a paper on 2/**. I have been on the phone over a half a dozen times in the last few weeks to get the issue of lack of complete consistent newspaper delivery. I have been told over and over again it is going to be escalated and that I will get credits for that paper. What I want is a newspaper that is delivered in a timely fashion and comes on a regular basis. When the paper is delivered it comes at inconsistent times, sometimes through a carrier early in the morning and other times in the [redacted]. At one point the carrier contacted me directly, which I never authorized or stated that I desired I wanted a call from them, and said that they deliver the paper prior to 6AM at the listed subscription address. There are plenty of times when the paper doesn't arrive in the morning so this statement appears to be false and a misrepresentation. This is frustrating and at this point I am spending a lot of my valuable time on the phone reporting issues to customer service and they don't appear to be able to resolve this issue and makes me loss confidence in your company to perform the task at hand, delivering your publications so people are able to read it etc.Desired Settlement: I would like consistent delivery of the Wall Street Journal that comes in a timely fashion, which I consider this to be a morning delivery & a carrier already claimed to make deliveries in the early morning hours. I would also like an explanation for why these issues are happening with delivering as I am paying for a service and it is not being rendered at this time. I would also like to know the date that my subscription extends to as I have experienced a large number of delays in receiving my paper over of the past month. If this is not resolved within the next week I would like a refund or at least an amendment to my subscription as the print is not working well for me at this time.

Review: I have called 7 times asking to no longer receive the paper but I keep receiving it. It has been being delivered ever since I moved in 9 months ago. Sometimes they tell me they found my address in the old system and they'll get it cancelled, other times they say they're going to email the deliver service. I've also talked to managers but I still keep receiving it.Desired Settlement: Stop delivering the paper to my house!

Business

Response:

Dear [redacted], We have researched your inquiry and were able to locate the account that is associated with your address. We have contacted the circulation manager in your area to inform him that the account is no longer active. We have asked the circulation manager to stop delivery to your address immediately. We will be monitoring the account to ensure that delivery does not continue to your address. Please allow at least 2 - 5 business days for the cancellation to take affect. We do apologize for any inconvenience this may have caused. Should you have any questions or concerns please feel free to contact our print department directly at [redacted].Cordially,[redacted] Customer ServiceDow Jones & Company

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 stopped receiving the paper for 2 days and then started receiving it again.

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

Sincerely,

Business

Response:

Account#[redacted]Good Afternoon, Thank you for contacting The Wall Street Journal.The account has been stopped as of yesterday, 7/**/15.You will not be receiving the paper anymore as of today.Thank you very much. Have a good day.Cordially, StephanieCustomer ServiceDow Jones & Company

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 cancelled my subscription Friday October **. I have asked for a refund and today is Wednesday October ** and it still has not been processed. I have called every 2 business days and they keep telling me that it will be processed in 5 business days.Desired Settlement: I want them to refund my money immediately. I do not want to wait an additional 5 business days.

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 have paid for 9 month Subscription that started on 3/**/2015. I have not received this paper for home deliveryDesired Settlement: Back credit for non delivery of WSJ not received.

Review: I had cancelled my subscription to Wall Street Journal. They first refused to give me a refund so I requested to continue my subscription through end of the month. They are now refusing to send the newspaper through the end of the monthDesired Settlement: Refund the charges on my credit card

Review: Upon registering for a trial period subscription, I was automatically enrolled in an auto-renewal subscription. It took me a week and a half after my card was charged to notice that I was enrolled in a monthly program. When I called to cancel, they refused to refund my money. I was told that there was no way to enroll in this trial period without enrolling in the monthly auto-renewal.Desired Settlement: I would like to be refunded the full $26.99 that I was charged due to the auto-renewal. I would also like them to review this business practice as it doesn't seem fair to force customers into an auto-renewal - citing a policy that is read and noticed by a minority of people who enroll

Business

Response:

Good Morning,

Thank you for contacting The Wall Street Journal in regards to the automatic renewal on your account. The information that was provided by the representative was correct. All of our subscription are setup, and enter with the automatic renewal feature. This feature is outline in our terms & conditions when ordered online, or in the FTC Scripting by the sales representative when ordered in person or on the phone.

If you would like further assistance on the issue please call ###-###-#### and representative will be happy to assist you further.

Cordially,

Review: Extremely poor customer service. We are not receiving the print subscription we are paying for. I have contacted their customer service by phone, email, and live chat numerous times. I get the same scripted response and a promise to credit our account extending our subscription and they will send an email to the carrier. I can see a credit maybe once or twice at the most, but it has been 10 days without the paper. They will not offer redelivery for missed papers. Our subscription costs 30 dollars a month for print plus digital issue. After a vacation stop the delivery person (who delivers our other paper at the same time) delivered it once and never again afterward. Delivery was to be suspended Sept. [redacted] while we were on vacation. He delivered it on the [redacted], [redacted] and the [redacted] anyway, when we didn't want it sitting on our driveway. I had to ask my elderly mother in law to go over to pick them up. Then he delivered it once, I don't recall the date, maybe the [redacted] or Oct. [redacted] and then never again. (He also delivers our Tampa Tribune at the same time (Thurs-Sunday) but began delivering it everyday instead. He eventually got that right). WSJ customer service promises to resolve the issue, and has made it a "priority". They are "working with the local delivery team" and will "forward my email to 'upper management'" None of this has been effective in resolving this issue. Their procedures have not been effective. Extending my subscription to continue such poor customer service is not in the best interest of the customer. They refuse to say they will actually call the carrier on the phone; they state they only send an email to them. Obviously they hired someone who does not have good customer service as a priority and the customer is the loser. Why can't they just call the carrier and tell them to deliver the paper to this address everyday? They say they have a "local delivery team". Bottom line: we are paying for a service that we are not receiving and WSJ is incompetent in expeditiously resolving simple matters such as this. From the customer's perspective it seems as they obviously don't care, are happy to take our money, while delivering nothing in return except an extended period of ridiculously poor service.Desired Settlement: While it may be inconvenient for them, they will need to send me a check for the amount of the print copies missed. It may be a small amount but it's the principal that counts since they don't seem to care about the average person's customer satisfaction. If they are inconvenienced a little maybe they will make better customer service a priority. Extending a subscription for inept and poor customer service is not a fitting resolution to their incompetence.

Review: The Wall Street Journal had my credit number on file from a previous subscription renewal, but without my authorization charged more than $500 to my [redacted] account for a one-year renewal. When I called them to cancel, they claimed that I could NOT cancel my subscription which continues through May 2015. I have contacted [redacted] to have the unauthorized charge reversed, but find the Wall Street Journal's position on this subscription to be outrageous.Desired Settlement: Cancellation of subscription as requested with full credit to my [redacted] card.

Consumer

Response:

At this time, I have not been contacted by Dow Jones & Company, Inc. regarding complaint ID [redacted]. I did, however, have [redacted] reverse the unauthorized charge on my credit card, but Dow Jones & Company continues to send me the Wall Street Journal despite my cancellation request.

Sincerely,