Help - problem with Lovefilm

carl_east

Can some please tell me what my rights are regarding the cancellation of my Lovefilm account?

This all started two weeks before I was due to be billed in December. I went onto the website to cancel my account but was told to call CS instead. I can't make personal calls at work and do not get much spare time to make calls at any other time so I emailed them instead. I asked them to cancel my account. I assumed that once they got this email that any dvds that I sent back would not be replaced with new ones but I was wrong. They sent out a new set making it very difficult in trying to cancel my account. So I froze the account for two weeks. Two weeks later they had still not cancelled it and were insisting in all of the emails that I call them. Why?!!! I just want to cancel it!!!!

So now I've been billed for the next month. I ended up having to call them on Monday while at work. After a 20 minute conversation I was left fuming. I had initially been branded a liar for thinking that I couldn't cancel online. He later retracted that statement when he found out that you could only cancel at certain times online. Why didn't the people I was emailing tell me this?

So far I've wasted loads of my time on this and it's really annoying my. But I do not want them to keep my money because it's not there's to keep!

Anyway, I've now threatened to withhold the dvds until I'm refunded for this month. What are my rights here? And also, how do Lovefilm take payment? Is there anyway in which I can stop them? Is it direct debit or just a switch transaction?

barginunter

The first thing you must aways do when cancelling these rental schemes is clear your rental list so that they can't send out any more DVDs. You send back your last DVDs well ahead of the billing date. My own experience of the Delhi call centre was interesting but simple, I cancelled and there was no argument and it was not a protracted call.
I think you complicated this by freezing your account. If you can, log on and clear your rental list which should stop any more coming thru. I think that retaining their DVDs will not impress them and you won't be able to cancel if you still have them.
I have always been billed to my credit card- I thought that was the only way.

If I was you I would phone them again and be very polite (the person on the phone is only doing their job), explaining that you have been billed in error and would like that bill cancelling. Good Luck.

K9cuddles

I'm having the same prob via Tesco DVD! My payments used to be on the 1st of the month.. they sent me the same DVD twice was wasn't playable so they moved the payment date to the 8th. I put my account on a payment holiday (froze it) and returned all the DVD's, they sent me the same broken disc again so I decided to leave them.

I removed all my wanted list and all discs returned by 8th.. however I can't cancel the account because;

1) They have tried to take a payment of £7.49 (even though my subscription was £13.97) on the 8th this failed as I lost my debit card so the new replacement has a new card number.

2) I can't cancel the account online as the account is frozen (and Tesco's have no contact number!).

I'm so angry with them! I'm sent 100's of emails back and forth with the same bog standard silly replies!!! I can't wait to get rid!

Good luck with your cancelation.. sounds like it's going to be aslong winded as mine!

K9cuddles

I'm having the same prob via Tesco DVD! My payments used to be on the 1st of the month.. they sent me the same DVD twice was wasn't playable so they moved the payment date to the 8th. I put my account on a payment holiday (froze it) and returned all the DVD's, they sent me the same broken disc again so I decided to leave them.

I removed all my wanted list and all discs returned by 8th.. however I can't cancel the account because;

1) They have tried to take a payment of £7.49 (even though my subscription was £13.97) on the 8th this failed as I lost my debit card so the new replacement has a new card number.

2) I can't cancel the account online as the account is frozen (and Tesco's have no contact number!).

I'm so angry with them! I'm sent 100's of emails back and forth with the same bog standard silly replies!!! I can't wait to get rid!

Good luck with your cancelation.. sounds like it's going to be aslong winded as mine!

Reaper

The reason you now have to phone up is they want to try to talk you out of leaving. This has worked well for me in the past. I said the reason for going was another company was offering a "buy 1 month get 3" deal so they offered to do the same, which is great as these offers don't normally apply to existing customers.

If you want to try this tactic I suggest mentioning MyMovieStream - I just got an email from them offering it and I'm sure Lovefilm will match it. Indeed I intend trying as soon as I return from holiday.

jussyc

i had a similar nightmare from lovefilm and sounds like the same man you spoke to!! well they are all infuriating there whether they are doing their jobs or not they dont even sound human they just keep repeating the same catchphrases over and over like robots and refuse to listen,they are like a switch payment how they are taken so you cant even reclaim the payment, i just had to keep going for another month and then ring them to cancel,yet again!! i found them really hard work and was fuming as well, i would avoid them :mad: they make it very hard to cancel without them managing to take another payment

laney66

Can anyone tell me what the phone number is for these clowns at Lovefilm? I cant see one anywhere on the website.

Many Thanks.