Blockbuster Fed up with charges on my credit card Monticello Indiana

In May, rented 4 movies. Returned 2 on time. Other 2 were late as we did not get them watched. May 27, my bank card was charged for one movie, 3 days later my card was charged again. The 2 late movies were returned within the week. On June 10, BB credited my bank card 2 transactions, $16 each. I knew the movies were late, I knew they were converted to a sale. Because I returned them within the 30 day period, my card was credited. I do not dispute any of the late charges or the sale conversion.

On July 7th, a charge was posted to my bank card for $21. I called the store and the employees were as confused as I was. One employee tried to tell me I had just returned the movies 2 days ago. I spoke with the manager who told me the $21 was a credit. So why is it a debit on my card? She didn't know. I personally delivered my bank card statement with all the charges and credits highlighted. She stared at the computer screen, mumbling it was late fees, then a sale fee, then insisting my account showed a credit of $21. In other words, no clue.

I then challenged whether I had signed an agreement to charge my credit card, since I had late fees prior, but got a postcard requesting me to send remittance. Manager insisted I had signed an agreement, but couldn't produce one and said her district manager has it in another town. She gave me his name and phone numbers to contact, which I did within an hour of leaving the store. One phone # is bad, constantly rings busy. Other number went through, employee took message for unavailable district manager to call me. He didn't do it. The next day, I called every hour. No answer, no answering service to leave a message on.

The third day called again and was told the manager was unavailable, again. I said fine, my message was a request to call me and let me know if he could help me or not (seeing that is part of his job) and if he couldn't I would just call the next person higher up on the ladder. 20 seconds later he calls. He tells me he rarely has to deal with this as most people return their movies on time. The deadbeats (I guess he was attempting to reference me) who do have their credit cards charged never bring the movies back nor rent anymore (nothin like customer retention!) He couldn't give me any information as he had no way to access my account unless at the store I rented from. He insisted that I had just returned the movies within the last week and basically treated me as if I were a moron and a thief.

Very rarely do I lose my temper, but very rarely am I treated as such. When I challenged the unauthorized charges on my card, he said he would remove my credit card information. I said no, not until this is resolved. He made a statement placing himself as the owner of the store. Knowing who the owner actually is, I questioned him on that title, for which he backed down and said well, he was speaking on behalf of the owner. I requested the signed agreement for the credit card charges and he claimed it was at the store I rented from. If you recall earlier, the store manager said he has it.

My original membership was with a private video store that was converted to a Blockbuster. I told him the store manager claimed he had it and he then said the store manager just doesn't know where to look. I suggested he call her and tell her where to look and then I would go to the store to view the agreement. He then lost his temper and said he couldn't do that as they don't know how to run the computer for that. It's very easy he said, but his employees don't know how to use it. So he basically thought of them as morons also. He cited some federal law that prevents BB employees from printing out transaction histories for customers. What?? So what is it exactly that they do as managers? Restock the candy shelves?

He also insisted that the charge on my bank card was a credit and asked if I was sure I was viewing it correctly. He requested that print a copy of my bank statement to supply to him to prove my card had been charged! I said I was concerned if his store did not know if they were charging people or giving them money! He then claimed it was all totally automated within the computer system. The store manager had told me the charge was due to the store being so busy and they fell behind on charging for late fees. Story after story, excuse after excuse.

When he gets the copy of my bank card statement, the monthly Netflix charge will be highlighted and underlined. I have NEVER had a problem with them. Next time my daughter begs me to pull into Blockbuster for a last minute movie rental for she and her friends to watch, the answer will absolutely be NO!

The store owner is supposed to call me in the morning. I'm sure the district manager will claim he doesn't know how to run the computer either!

Caroline
St Louis, Missouri
U.S.A.

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