Tsco DVD Rental

cruebaddon

I need to find out if i'm entiled to a refund in this situation

I took out a month of Tesco DVD rental which was due on 19th February. I made sure all discs were returned and attempted to cancel before this date. On the 20th I logged in to make sure the account was canceled. I found that it wasn't, so I canceled the account and removed all discs from my list. I then sent tesco an email.

Tesco sent me back an email saying that the account was canceled on 20/02/2010 and no money would be taken. Yesterday I discovered they took from my account on that date.
I emailed them again and was told "the rental service has been used on this account, the debited charges are valid and cannot be refunded". This is nonsense - the rental service hasn't been used since before i was charged.

Now clearly this is partialy my own fault for not triple checking that the account was properly canceled but i'm wondering if i have any consumer rights in this respect.

The right of seven days to cancel states that "You can’t cancel if the service has already started"
I'd argue since i have not requested anymore discs then i haven't started a 2nd month of service. Does this entitle me to a refund?

Thanks for your help

Greg

Rufus_348

How did you attempt to cancel before the 19th?

If the service wasn't fully cancelled before the 19th then Tesco can take the payment from you as part of their T&Cs.

cruebaddon

Rufus_348 wrote: »

How did you attempt to cancel before the 19th?

If the service wasn't fully cancelled before the 19th then Tesco can take the payment from you as part of their T&Cs.

Using the website but i never got a confirmation email.
Is there anything i can do?

Hintza

looks like you have cocked up somewhere if you didn't get any confirmation. Probably pilot error on your part.

Takoda

Hmmm I had Tesco DVDs for a while between September and December on a 3 months for 1 deal. After I signed up the account said I would be billed at the end of the first month of use. I queried it because I though it should say at the end of the offer. They tried to say that although the account said I would be billed I would in fact not be.

I laughed at that and kept sending them emails until the billing date matched the correct date as per the offer.

Basically you get standard cut and paste replies until you've asked them 3 or 4 times. Then the deal with the enquiry properly.

but when I cancelled I made sure that I left a window of about 4 days before the due date so they couldn't get me. If you cancel too close to the end date they usually try and get an extra month out of you.

Money_maker

Or it might have something to do with DD's not being able to be stopped at the last minute - notice is required unlike SO's.

cruebaddon

Takoda wrote: »

Hmmm I had Tesco DVDs for a while between September and December on a 3 months for 1 deal. After I signed up the account said I would be billed at the end of the first month of use. I queried it because I though it should say at the end of the offer. They tried to say that although the account said I would be billed I would in fact not be.

This is deffinately the 2nd time they've charged me - i checked my account.

cruebaddon

Just wanted to share that Tesco got back to me this morning with this:

----
I have taken a look through your account and can see that you have
attempted to cancel on 16/02/2010, unfortunately you did not complete
the process, this was not completed until 20/02/2010 which was after
your billing date.

I have as a goodwill gesture arranged for the payment of £14.97 to be
refunded back to you. If you could please allow 5-7 days for this to
show on your card.
----

Huge relief.

Rufus_348

Ah that's good! Congrats on getting the better of those sneaks

Takoda

cruebaddon wrote: »

Just wanted to share that Tesco got back to me this morning with this:

----
I have taken a look through your account and can see that you have
attempted to cancel on 16/02/2010, unfortunately you did not complete
the process, this was not completed until 20/02/2010 which was after
your billing date.

I have as a goodwill gesture arranged for the payment of £14.97 to be
refunded back to you. If you could please allow 5-7 days for this to
show on your card.
----

Huge relief.

Good result. I think they are quite well meaning really people just have to have their wits about them when it comes to billing.

Cheers for letting us know.

Dicky2K

Congrats :-)

Always a nice feeling to win somthing back