After many hours I have had success is getting around $200 of unauthorized charges removed from my debit card.
Here is my story (thus far).
Early last year, I signed up for a Blockbuster free trial membership. I wanted to rent one video and had no intent of using them again.
Not having lived in the US for a number of years, I had no idea that after the trial membership was over I *wouldn't* be contacted to be asked if I wanted to now *pay* to continue the membership. And, admittedly, I had not checked to see that money from my account had been deducted for over a year now. I did not use Blockbuster after that.
As soon as I noticed what was wrong, I cancelled my subscription online. I noticed that the interface is set up to make it very confusing and discouraging to subscribe. You are asked several times if you are sure you want to cancel and offers are made to stay with Blockbuster. I cancelled and then called the customer support number to seek a refund.
I was told they could refund me for one month. I asked to speak to the supervisor, who repeated the same. I asked to speak to the supervisor's supervisor. They could not help me.
I asked where further I could take this. They directed me to corporate headquarters. They give me an email and snail mail address.
I wrote corporate headquarters via email (Online. [email protected]) and received no acknowledgement of my response, nor a response.
I did more research online and found this link:
http://consumerist.com/consumer/complaint-letters/how-to-launch-an-executive-email-carpet-bomb-259713.php
On taking matters further.
Using that advice, I went to Google Finance (http://finance. Google.com/finance? Q=blockbuster, inc.&hl=en) and found the phone number for corporate headquarters (214 8543000) and the list of people serving on the Board of Directors and just told the operator I wanted the Consumer Relations Department. I got to a woman's voicemail (I'm leaving names out for obvious reasons) and left a polite and clear message about my situation making it clear that I am already very upset and am seeking a timely remedy and am expecting a call back in the next 24 hours.
I called corporate again, explaining that I received the person's voicemail and asked to be redirected to someone else because that first person was unavailable, I was transferred to the voicemail of someone on vacation. I called corporate again and asked maybe there was someone else they could direct me to. I was transferred to someone who used to work in Consumer Relations Department but was now in Marketing. That person promised to get back to me and I also sent an email to the first person I called guessing what her email would be based on her first and last name.
I got an email confirmation that they were dealing with my situation. Finally I got a call back from another person the next day who deals with such things. She said they could offer a 6 month refund and a gift card equivalent to 6 months. We discussed this and I explained that I was not interested in Blockbuster and so had little use for a gift card. I said I'll just take the 6 month credit to my account and that I'd have to take the matter further. She referred me *back* to Consumer Relations.
I then called Corporate again and gave the name of their executive vice president Thomas Casey and was put through to, ostensibly, his assistant. I explained the situation briefly. And she promised to have someone get back to me within the day.
Someone got back to me within the day, an executive Consumer Relations person, agreeing to give me full credit.
Having read all the stories on this site and elsewhere about Blockbuster and other companies, I realize that this problem is much bigger than simply a matter of how consumers are treated. And we need to address this situation in a broader way.
Below is the letter to the editor I have sent to:
The New York Times (letters to the editor and individual business columnists)
Washington Post
Dallas Morning News
San Diego Union
San Francisco Chronicle
Dallas Observer
Dallas Examiner
and a few others, including my congresswoman and senators
And cc'd it to:
corporate. [email protected]; investor. [email protected];
And some of the other addresses at Blockbuster. I don't think I have been able to guess the correct emails for their top executives.
Good luck!
Raffi
Dear editor,
Recently, I spent a number of hours online and on the phone to (successfully) remove unauthorized charges (over $200) made to my account by Blockbuster Video. When I signed up for a free trial three month at a San Diego store - which I had to do - just to check out one video - money began being subtracted from my bank card each month. After I returned the video, I did not use the account again. I did not notice that a monthly fee was being incurred until one year later.
While researching Blockbuster online, I found that there are hundreds of people who are unhappy with its business practices. Some have created their own websites detailing their situation. Many who feel that the company, while likely probably acting within the law, is behaving unethically at best.
Fortunately, I found, with a fair amount of persistence, thoughtfulness, and respect, one can redress this situation.
Online consumer sites like complaint helped give a picture of all the different practices companies use to make extra money from a consumer unethically. And online sources like Finance Google help identify the top people in companies with whom one might get in touch with if all other attempts at addressing the grievance have failed.
This letter is not so much to complain about this company, which sadly I will have to avoid in the future, but rather to ask what will it take for companies to remain ethical even in hard economic times. Blockbuster is not alone.
Or is it plain naive to ask this question?
What are the ways we as consumers can encourage and support companies in acting more ethically? Is it simply a matter of no longer purchasing their goods and services? Is it a matter of simply voting with our money?
Are companies like Blockbuster interested and willing to have a constructive, productive conversation with its customers, both past, current, and future ones?
I don't think this is a situation where shaming companies will change things. Nor will passing legislation change things. But perhaps a meaningful conversation might be of consequence. Who might be interested in making such conversations possible?
Raffi
San Diego, California
U.S.A.
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