Long story short, below is a copy of the letter/email I sent to the CFO's office. After years of using Blockbuster, someone managed to rent on our account. The store verified the only people listed are me and my husband. However, we did not rent the DVDs in question. We also have no history of making such claims. Amid a high churn rate in managment, the blame has been shifted back to us because we quite frequently take advantage of the "no late fees".
Good Afternoon, I regret to inform you of a problem I am having in regards to my Blockbuster account. My account number is *.
Sometime in April, 4 DVDs were rented on my account, and neither I nor my husband made these rentals. I received a reminder card informing me that the movies I called and reported to this to the store location, and a message was taken to have a manager call me back.
The call back never came, several calls later, several messages later, I still had not talked to the manager I was supposed to talk to. A manager named Leah has been very nice in trying to assist me, however has also been clear that the decision was not hers.
Somewhere during this process-the store changed managers, I received the same treatment from the new manager, calls go unreturned, messages unreturned.
During this process, I was allowed to rent movies 2x to the same account. I do take advantage of the "no late fees" as it is advertised, and return them sometime with in my 30 days. This is advertised as a benefit of my membership.
However, when I finally talked with the manager who took the other managers place, he tells me that since I have a history of Auto-Selling to the account he can not help me. He provided me the telephone number to your complaint center. I called and had a Case opened *. I called on Friday, 7-21, to check the status and was told the case was still open and someone would contact me. I called today, July 27, and was informed the case had been closed.
Imagine my dismay when I was told that a district manager had contacted me directly! I provided my cell phone number as my can be reached, and was told that the case number showed this person had spoken with me directly. The situation the person read to me is not even the problem!
The bottom line is I did not rent the DVD's. At the time this happened the only thing we had rented was an NBA game for a PS2.
And now, after I have had nothing with patience, I am being told because I use my membership the way you advertise I should, I will be penalized. I notified you as soon as I was aware of the problem, and your failure to assist me promptly is supposed to be a good enough reason for me to just "suck it up and pay for the movies."
I am very unsatisfied with the customer service I have received. I will be forwarding a copy of this to the BBB, TX Attorney General, and any other consumer advocate group I can find.
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