Blockbuster Online Ignore my e-mails THEN change the rules. Madison Wisconsin Internet

The Top is the reply from Blockbuster and the bottom message is my original message to them. These people can beat around the bush and ignore like no one else. Note I copy and pasted the ENTIRE account update information. Note the third section.

I also want to iterate how this is NO LONGER on their website. Maybe I wasn't the only one to complain or they knew they could get sued.

EMAILS:

Subject
Please do not simply ignore this agian.

Discussion Thread
Response (Marissa) 12/16/2007 04:24 PM
Hello Amy,

Thanks for contacting BLOCKBUSTER Online Customer Care.

Our records show that your account has already been updated with Total Access-3 at a time unlimited rents with 5 in-store exchanges/month. However, you will not receive benefits associated with the plan you've selected until after your next month's charges post to your payment card. You will be billed on January 3. I hope that this email has provided you with the information that you needed.


Marissa
Customer Care Associate
BLOCKBUSTER Online


Customer (Amy ) 12/16/2007 03:14 PM
Hello,

This is the third time i have asked this question. The first time the man responded but did not actually answer my question. The second e-mail I sent was done over 3-4 days ago with an approx. reply time of 4 hours - so I know you are blatantly ignoring me (the customer) which just seems like bad business practices.

I want to know why, even though I keep trying to change my plan to the 3 dvd's at a time 5 in store exhanges a month from the 1 dvd at a time unlimited in store exchanges (my current plan), it does not change. It says VERY clearly on your website when in changing account options

* If you change your plan, the new price will go into effect on your next billing date.
* If you switch to a plan with fewer DVDs at-a-time, this change will go into effect on your next billing date.
* However, if you switch to a plan with more DVDs at-a-time, this change will go into effect immediately. We'll send you additional DVDs from your Queue right away.

If you say you switch to a plan with more DVDs at-a-time, this change will go into effect immediately. We'll send you additional DVDs from your Queue right away I want to know why you are not adhering to this?

I would like to know why, have some sort of explanation as to why you don't feel you need to adhere to your advertisement? I don't want to know when it will switch but why it hasn't already happened, as in immediately, as you so claim you do.

If my e-mail is ignored again, and no changes have been made to rectify this I will cancel my account, switch to NetFlix, recommend all my friends do the same and report this to the Better Business Bureau.

I would have been understanding and patient if you had simply responded to my e-mails and answered my question, however this is getting ridiculous. I, as a customer, do not appreciate being ignored.

Awaiting Reply,
~Amy W