Lovefilm.com

looktothefuture

Hi I wondered if someone could help with a problem I've been having for the last 13 months with Lovefilm.

About 13 months ago, my husband received a cold call from Lovefilm inviting him to join up. He checked out their deal and then rang back and accepted their deal. He was given his passcode and first time log in details over the phone and they said they would also send this to his email address.

Despite numerous attempts over the last 13 months with logging in - each failing because the log in details did not match, doing a password reset (which has never been received in his email) and emailing Lovefilm... I've finally lost my patience.

My husband has paid out over £140 for a subscription to a service he's never used - I emailed them earlier in the week via their website (see emails below) and they still cannot verify this account's existance!

Dear xxxx,

Thank you for your recent email.

I can confirm to you that we are unable to find the account with the
given postcode could you please advise us the registered postcode and
delivery address so that we can assist you accordingly.

Should you have any more questions, please do let us know and we will be
happy to assist you further.


Kind regards,

Anthony


Original Message Follows:

---

Hello,

Thank you for your response.

Security Questions:
1. xxx xxx (Also known as xxx)
2. 19 xxxx, xxxx, Essex, xxxx
3. We have never ordered a movie from Lovefilm - therefore there are no titles to list.


With thanks
xxx xxx



________________________________
From: LOVEFiLM support <[URL="mhtml:{8E5F5843-CEE5-4B18-A120-303672A04330}mid://00000106/!x-usc:mailto:support&#64;lovefilm.com"]support@lovefilm.com[/URL]>
To: [URL="mhtml:{8E5F5843-CEE5-4B18-A120-303672A04330}mid://00000106/!x-usc:mailto:chantstony&#64;btinternet.com"]xxxxxxxxxxxxxxx[/URL]
Sent: Wednesday, 15 September, 2010 16:40:20
Subject: Re: Logging in::My login details don.t work on the LOVEFiLM
shop::We
have never been able to access your site, despi (KMM2024423V51155L0KM)

Dear xxx,

Thank you for your query regarding your account.

Please accept my sincere apologies for the inconvenience caused to you
in this matter.

I would be happy to provide you with the login details for your DVD
Rental account, however before doing so, please can you kindly provide
us with the following details below:

1. Your registered first and last name
2. Your registered delivery address with postal code
3. Your recent titles dispatches on your account.

Once we have these details, we shall be able to perform the necessary
security checks and provide you with the necessary login details with
applicable compensation for the unused service.

We look forward to receiving this information and if there is anything
else we can be of assistance with, please do let us know.


Kind regards,

Nilesh

Customer Services
LOVEFiLM.com
Find the films you want to watch
[URL="mhtml:{8E5F5843-CEE5-4B18-A120-303672A04330}mid://00000106/!x-usc:http://www.lovefilm.com/"]www.LOVEFiLM.com[/URL]

Original Message Follows:

---

My partner received a cold call last year from LoveFilm. He was set up
with an account and to date he's paid £143 yet we have never once been
able to log into his account, we've never received a confirmation email
of his password/account details and despite using the "forgotten
password" facility have never received a link from LoveFilm to reset our
password and we've never used the service you provide.

We would either like a total refund on what we've paid to date or for
one of your customer service consultants to come back to us with the
queries about our account.

The details of his account are: xxx xxx (Also known as xxx).

With thanks
xxx xxx

What can I do next? The payment is on reoccuring payments so I am unable to cancel any monies coming out of his account.

What are my rights as a consumer?

Torby

personally, if net access was a problem, I would have phoned them after the first month...sometimes a call is easier...thats how you cancel the a/c as well...quick phone call.

Contact LOVEFiLM by phone at:
0844 482 0123 or 020 8631 0020 from saynoto0870

suited-aces

That really was rotten luck op hope you get it resolved

looktothefuture

We've phoned them 20 or 30 times - each time they've given us the login details - each time it's wrong!

The update is, the email address they send the password to is incorrect......... stupid idiots! Almost at the end now!

pcombo

Why sign up if you wasn't going to use the service known they charge every month.
Plus why didn't you write the account details down somewhere or a confirmation email when you signed up.

wealdroam

looktothefuture wrote: »

The update is, the email address they send the password to is incorrect......... stupid idiots! Almost at the end now!

Could it possibly be that you originally supplied them with an incorrect email address?

Just a thought. :beer:

Torby

looktothefuture wrote: »

We've phoned them 20 or 30 times - each time they've given us the login details - each time it's wrong!

The update is, the email address they send the password to is incorrect......... stupid idiots! Almost at the end now!

after the first failure at login, you should have threatened to close the a/c unless it was activated properly, 20 to 30 times?....someone is getting it wrong, more affirmative action was required on your part, to let it drag on as long as you did was just silly....at any stage did you ask them to close the a/c?