I recently went into a Blockbuster that was closing down. While in the store, I was asked to sign up for a free two month trial.
I signed up for this in January and was told that I would have the service for free until March 20th. I was told that if I wanted to keep the service, then I would be charged monthly following this date. If I cancelled before March 20th, I would never be charged.
Within a week of the free trial, I was charged two separate payments of $21.47. I called and talked to a customer service representative who I explained the situation to over and over. Each time, she gave me a different reason I was to be charged.
She finally said she would give me a refund and tried to hurry and hang up. I asked what exactly was taken care of regarding this situation, and she said I had been refunded one payment of $21.47.
I said I wanted both payments refunded and an e-mail confirmation so I did not have to spend another hour with a representative. She then talked to a manager and said I would be getting both payments refunded.
I requested that my account be cancelled, because I did not want anything to do with their company after that date.
The following week, I obtained a statement from my bank showing that on January 23, 2012, both payments of $21.47 had been refunded, however there was also another $21.47 taken out of my account that day.
Therefore, Blockbuster refunded two of the payments they took out and charged me for a third after I cancelled the account completely. I also have an e-mail confirmation to confirm the account cancellation.
I called again to talk to another representative. She told me that I was charged another payment of $21.47 after cancellation for a authorization charge. She could not explain what this charge was though, or why it was added after account cancellation.
I requested to speak to a manager and was put in contact with a woman named Jody. I tried to explain the situation but was continually interupted and talked over. I felt that Jody was extremely rude and mocking.
Jody did not care much about hearing what I had to say. She told me that I had only been charged twice and had been refunded for both. She kept trying to hang up saying, "What do you want me to do about it?" and "Take it up with your bank."
I tried to explain that I had a bank statement proving that their was another payment taken out of my account after I cancelled it over the phone and had a e-mail cancellation confirmation. Jody then said that wasn't true and would not discuss the situation anymore.
As a customer, I have never felt more disrespected in my life than I was while talking to Jody. I asked to speak to someone else and she refused.
I have been on many internet sites that have a large amount of complaints by customers who signed up for a Blockbuster trial and were continually charged, even after cancellation of their account.
Now I have spent $21.47 on a service that was not provided and was never wanted to begin with. No one at blockbuster has any interest in helping resolve the situation.
This seems to be an ongoing trend from what I have read other Blockbuster customers say. I am continually fearful that I will be billed again in a similar matter and refused compensation. I should not have to continually check my account for unauthorized charges and am close to cancelling my bank account to ensure no further charges.