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Churn is churn even angry readers with a subscription still hand over their hard-earned money. It’s easy to understand why some news organizations would make it difficult to cancel subscriptions. “Or they would at least put some type of a note saying, ‘Well, here’s how you cancel.’ But there’s absolutely nothing like that.” “You would think that if you can share a subscription, you could cancel a subscription,” Jun said.
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One of the most difficult was The Atlanta Journal-Constitution, which Jun said offered digital subscribers a host of options - including sharing subscriptions - but didn't offer any information on how to cancel a subscription.
“I almost lost my mind a few times,” Jun said.
But he called a handful of cases “infuriating” for creating processes that seemed intentionally difficult to navigate or follow through on. Jun wrote about his experience for Lenfest’s Solution Set newsletter, and like me, he discovered many of the subscriptions were easy to cancel. Jun was tasked with canceling 22 digital newspaper subscriptions the organization had subscribed to for a report they didn’t end up pursuing. The Dallas Morning News did not respond to a request for comment for this story.Ĭharles Jun, the operations manager at the nonprofit Lenfest Institute for Journalism (which owns The Philadelphia Inquirer, where I work), had a similar experience recently. The representative was polite but relentless in her attempts to keep me a paying subscriber, despite my explaining I'm an out-of-town journalist who only wanted to read one story.Īll told it took me about 20 minutes and a lot of unnecessary frustration to cancel a subscription that ultimately cost me just $1. Instead, I had to search through their frequently asked questions, where I discovered the only option was to call a customer service representative.Īfter navigating an automated answering system (canceling your account was on a second list of options), I waited several minutes on hold before I was finally connected to a human being. I couldn’t even email customer service to cancel my account.
But there was no option to simply cancel my account and no online chatbot or customer service representative to chat with digitally.
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The newspaper offered a host of options on its account page, including updating my name and email address, changing my password and updating my personal information. Most were relatively painless to stop - some let me cancel with a few clicks, while others took an online chat with an agent.īut one newspaper - The Dallas Morning News - made it such a headache to cancel that it changed how I’ll approach signing up for subscriptions to access digital news moving forward. In most cases, I really only needed to read a single story behind a paywall, but the only option was to pay for a digital subscription with a teaser rate that would balloon in a couple of months.Ī few weeks later, back home and not needing access to local news from locations hundreds of miles away, I set about canceling the subscriptions before the rates increased. While there, it was necessary for me to sign up for digital subscriptions to a handful of news outlets to aid my reporting. Recently, I traveled to Arizona to cover the Super Bowl. It’s incredibly easy to pay for news, but sometimes it can be impossibly difficult to stop.
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