• Report: #1010201

Complaint Review: footage firm/videoblocks

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  • Submitted: Thu, February 07, 2013
  • Updated: Wed, February 13, 2013

  • Reported By: Timmy — Gisborne New Zealand
footage firm/videoblocks
Internet United States of America

footage firm/videoblocks fraudulant charges have been taken from credit card for 4 months $400NZ worth, Internet

*Consumer Comment: VideoBlocks responses are strange

*UPDATE Employee: VideoBlocks Customer Service

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My credit card has been charged fraudulantly for the past 4 months

This report was posted on Ripoff Report on 02/07/2013 01:41 AM and is a permanent record located here: http://www.ripoffreport.com/r/footage-firmvideoblocks/internet/footage-firmvideoblocks-fraudulant-charges-have-been-taken-from-credit-card-for-4-months-1010201. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

VideoBlocks responses are strange

AUTHOR: blindkarma - ()

A Google search shows Nikki has been writing on various forums since 2011 that she has just been hired as the new customer service manager of VideoBlocks to handle complaints full time. It is 2013 and anyone working full time for two years would hardly call themselves still new to a company. Moreover, the same complaints are still being answered with the exact same response for two years without any change in practices. Hundreds of complaints are posted on the Internet over the same deceptions, yet there has been no change in VideoBlocks advertising method, sign up procedure, credit card billing, automatic subscription, or cancellation policy.

Nikki writes the company has never meant to mislead anyone. Seriously? Either this company is very slow to pick up on the pattern of complaints or too busy enjoying the financial benefits. All they need to do is add the following phrase prominently to their advertising: "You must cancel during the trial period or your credit card will automatically be billed $50 every month". Instead, Nikki is working full time, occasionally pasting the same response to internet complaints for two years.

To call VideoBlocks a new company also appears disingenuous. Isn't the company under the same management, ownership or person as Footage Firm? Footage Firm calls itself the industry leader in royalty-free stock footage around the world with 90,000 customers. The two websites even share the same press quotes and "Inc. 500 #4 Fastest Growing Media Company" award. Hard to claim one is the industry leader while the other is too new to know what it is doing.
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#2 UPDATE Employee

VideoBlocks Customer Service

AUTHOR: NikkiVB - (United States of America)

Hello Timmy,

I'm the new head of customer service for VideoBlocks.com, and I want to sincerely apologize for the terrible
experience you had with our company, and I would like the opportunity to make it up to you. 

For starters, I will make sure all of your payments are fully refunded. You
can email me directly: nikki@videoblocks.com and we can get the refund processed immediately. (Or if you prefer, you can use the contact form on our website--those go directly to me now)

In response to your frustration over the lack of service you received, I
again apologize and make no excuses for the way you were treated. Our company
is very new, and we were completely unprepared and overwhelmed by the growth that we experienced. 

To remedy this problem, I was hired full time to manage customer support to
make sure that customers are taken care of promptly and politely. We recently
added live chat to our website, and added additional employees to answer the
phones. (It is also worth noting that we do not outsource this support--all of
our employees are at our office in Virginia). Now that I am in charge, all
phone calls and emails are answered within hours, if not immediately.

Finally, thank you for the comments on our free trial terms not being clear
enough. We never meant to mislead anyone, and didn't realize there were any
problems until we read your post and heard from other customers who were upset
that they were not notified about the billing more clearly. We are working to
make the free trial terms much more clear, and we have begun emailing users
when they sign up so that they know what is going on and who to contact in the event of a problem.

Once again, I apologize for causing you frustration, and I hope that after
we connect I can make you a happy customer. Or at least a happy former customer! Thanks ~ Nikki
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