I received a notice from Hollywood Video stating that I had an outstanding balance of $54.11. Unfortunately, it was for a movie I had not rented, had never heard of. I called the local store, who was able to find the movie on the shelf - they admitted their mistake and told me that the issue was resolved. Three weeks later I received a "Final Notice" threatening use of a collection agency if I did not settle my account. I called the Collections Dept. And had a conversation with a very rude customer service rep. I challenged him to prove that I had rented the movie. He called the store and then came back to me saying that the movie was rented with a credit card ending in "xxxx". I told him that that was not a credit card number belonging to me. He said that the local store manager would run the ticket and review the signature on the original rental receipt and get back to me. No one from Hollywood returned my call to inform me of the outcome, so I called them back (now my third call re: this issue). I was informed that the movie was now listed as returned and that the problem was solved. No apologies of any kind. I have now permanently closed my account since even managing simple transactions is beyond the competency of this company.
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