Watch out for Lovefilm.com!

poppy_f1

i didnt have a problem cancelling with them in september

emmee3

I have just been caught out by this. Lovefilm have taken £12.99 from my account after I cancelled. They quoted 21 day s which I then found in very small print. I have written to managing director of Lovefilm and also Boots advantage card manager telling him about this forum and reported to trading standards. I await my money back and voucher that I never received. I should add that mine was a 6 free dvd rental exlusive offer via Boots advantage card.

makintracks

I thought I had a bad experience with Screenselect (now Lovefilm who treat you exactly the same way) but I confess that Russ seems to have had a much worse time. If you are unfortunate enough that they have already taken money from your account, you will never get it back no matter how nicely you ask or how mad you get.

I was a fully paid member for 3 months and decided to cancel until after the Summer, but despite sending my disks back on time and cancelling via email, I was still charged an additional month membership @ £12.99. They insisted that due to their "no refund policy" I had to use the month as it would not be returned to me.

I tried getting a refund via my credit card company, but they requested proof of when the account was cancelled - impossible to provide at the time as you had to use their on-line email system that does not generate a copy of the message in Outlook for you. At this stage I had also not thought of using recorded delivery, so I could not provide this proof.

Step-by-Step

1. When I re-activated my account (to use the month already billed for) I made a careful note of the next billing date.
2. I diarised one week before the above date as this would be the date I would mail the last disk back to them.
3. Upon the suggestion of my credit card supplier, I sent a letter to them (the card supplier - call to ask where to send this) (you could also send a copy to Lovefilm) to revoke all rights they had of charging my credit card again. Be sure to allow sufficient time for the credit card company to receive this letter!
4. The week before my billing date I telephoned to cancel my membership BEFORE mailing back the last disks in my posession. This is important to avoid more being allocated.
5. Mail the disks back via recorded delivery! It is worth every penny.

Check your account on-line to see that the disks had been received back as normal and make sure you keep your recorded delivery slip until you are certain you have not been billed again.

I am sure it is not infallible, but it worked for me. It is a shame that you have to go this amount of trouble, but it seems as if the DVD rental industry is plagued with dishonesty.

NOTES:

1. Keep notes of what you do, when you do it, and who you speak to. If you have times, dates and names of people you spoke to, you will be forearmed if you have to take further steps like Russ.
2. Don't get upset with them - it won't do you any good and they are so used to abuse it does not bother them one bit. Don't get mad - get even.
3. Make sure you write reviews on sites like DVDRR mentioned previously and hopefully someone will be forewarned of the service they are likely to get and take evasive action!


GOOD LUCK

thriftymiss_2

HURRAH!!! ABOUT BLOODY TIME - I HAVE FINNALLY HAD A SENSIBLE REPLY AND RESULT FROM EMAIL TO LOVEFILM CUSTOMER SERVICES.....

HERE IS THE TRANSCRIPT OF MY EMAILS TO THEM

1ST EMAIL FROM ME TO THEM

I had a 3 month rental deal which was not due to expire until January
which I have now cancelled. However I have noticed that you have taken 14.99 from my account in December (19) which is yet anotherunauthorized payment - this has happened before and I really am not happy.Please can all he money owed be placed back into my acoount immediately.

THEIR REPLY

Thank you for your email regarding your account. Our records show that your last discs since cancellation came back to us on 04/01/2007, As our terms and conditions explain all discs
must be returned before the cancellation is completed, otherwise billing will continue as normal. We would not be able to offer a refund as your discs did not Return to us before billing occurred, however we would be happy to activate youraccount for you so you receive the service you have paid for.Please request this by email so we may action it for you. Please do not ctivate on-line as this causes an automatic charge to be applied. If you should have any other questions please let us know. Kind regards,

Natasha
--

MY FRUSTRATED REPLY (AS THEY HAVE NOT LISTENED TO DATES ETC..

I AGREE THAT IF THIS WERE THE CASE THEN I WOULD INDEED BE BILLED HOWEVER MY ACCOUNT WAS DUE TO EXPIRE ON THE 14TH January 2007 so therefore my discs were back well in time. I shall be taking this matter further
should the money not be reimbursed so I would appreciate it if youcheck the details - my account quite clearly stated 14th January 2007. I am
well aware that there have been many similar incidents.


NEXT REPLY - NO USE WHATSOEVER

Thank you for your recent e-mail This is to inform you that your account got cancelled on 04/01/2007. Please do not hesitate to contact us for further queries.

Kind regards,

Sangeetha


MY REPLY - STARTING TO GET CROSS NOW (CAN YOU TELL??!)
You still have not explained why the money got taken from my account
in December. Please read the questions I have asked again. I cancelled
on 04.01.07 - the next billing date was 14.01.07 yet I got billed for
£14.99 in December - put the money back into my bank account
please.

Telephone (REMOVED) - I would like to speak to the manager as I
am not getting any where with your Customer Service.


THIER IRRELEVANT REPLY

Thank you for your email regarding your account.
> >
> > Our records show that your last discs since cancellation came back
> > tous on 04/01/2007, As our terms and conditions explain all discs must be returned before the cancellation is completed, otherwise billing will continue as normal We would not be able to offer a refund as your discs did not return to us before billing occurred, however we would be happy to activate your account for you so you receive the service you have paid for.
Please request this by email so we may action it for you. Please do not activate on-line as this causes an automatic charge to be
applied.If you should have any other questions please let us know.
> >
> >
> > Kind regards, Honavar

CRIKEY I AM GOING TO BURST A BLOOD VESSEL NOW


YOU ARE NOT LISTENING TO ME
I GOT BILLED ON 19TH DECEMBER
MY ACCOUNT WAS NOT DUE TO END UNTIL 14TH JANUARY

MY DISCS WERE RETURNED ON 4TH JANUARY WHEN MY ACCOUNT WAS CLOSED DOWN

UNDERSTAND????

I DON'T WANT MY ACCOUNT RE ACTIVATED I WANT THE 14.99 THAT WAS TAKEN A MONTH EARLY TO BE REIMBURSED.

(REMOVED - MOBILE - WORK NUMBER - HOME NUMBER)

PLEASE CALL ME TO SORT THIS OUT. I AM GOING TO GO TO MY BANK AND GET THEM TO SORT THIS OUT - YOU HAVE TAKEN MONEY WHICH IS NOT
AUTHORISED. THIS IS ILLEGAL, AS IT IS DECEPTION.

OH DEAR HERE WE GO - ANOTHER USELESS REPLY


> Thank you for your email regarding your LOVEFiLM account.
>
> We have checked your account and can confirm that there were no
> charges on your account on 19/01/2007.
>
> This is to inform you that the account was cancelled on 04/01/2007
> which was after your billing of 14/12/2006.
>
> If you have any other questions then do please let us know.
>
> Kind regards,
>
> Syed


I AM SURE THEY ARE JUST DOING THIS TO WIND ME UP.........MY REPLY -


> Listen you imbeciles
>
> My bank statement shows that you have taken charges in December 2006
> from my bank account - this was not authorised and unless the money
> taken WITHOUT MY permission is refunded I will be taking legal action
> and will seek refund via my bankers as well.
>
> Next email please actually answer the question you useless w£nk*rs.
>

(SORRY FOR THE LANGUAGE MSE -) NEXT REPLY FROM LOVEFILM
Thank you for your email.

Our records reflect that your cancellation was completed on 04-01-07 & hence your account was noted as cancelled on 04-01-07.

However we are sorry as we cannot refund your subscription fee of £14.99 to you. This is because your cancellation took place only after the billing date. Your billing date was 14-12-06. Your cancellation was done on 04-01-07. If customers wish to cancel their accounts, we ask them to return the DVDs early (if they have'nt) and cancel atleast 4-5 working days prior to the next billing date.

We understand your concern and apologise for any inconvenience caused. Do let us know if you wish to have more information.

Kind regards,

Devaki

I STILL DONT GEDDIT...BUT STILL AT LEAST THEY SEEM TO HAVE ACTUALLY READ MY EMILA - HENCE MY REPLY

Thanks for actually seeming to have read my email properly although according to my records, your web page (my account page) and the telephone conversation with the sales rep that persuaded me to stay on with you initially when I tried to cancel by phone in the Autumn my account end date was not in December but 14th January 2007 - which was reflected also when I went to MY ACCOUNT on your website. I have no idea where this December bit has come from. Maybe you can check the tapes for the telephone conversation that took place on 14th September 2006. I have already paid for a month extra which was taken out of my account with out my knowledge and therefore your phone call handler stated that on top of the extra month I have paid for he would add 3 months on and therefore he reiterated (as I confirmed this twice with him) that NO MORE MONEY would be taken from my account until 14.01.07. I believe the call I made was in the morning although I have recorded our conversation I have not made a note of what time this was.

I am writing to the relevant authorities, and I am completely aware that your company make a great habit of acting illegally in this manner. I excpect you will hear from them yet again, and from me, a legal professional.


AND ....WAIT FOR IT .... HERE IS THE FINAL OUTCOME....

DRUM ROLL PLEASE....................


Dear Ms Read

Thank you for your email and I am sorry for any inconvenience caused. It is not our intention to act illegally, we are a reputable business and only charge customers as per our terms and conditions.

In order to resolve this issue in a mutually convenient way, I am prepared to refund the last payment made on your account, which will be processed within 7-10 days.

I hope this brings this matter to a satisfactory conclusion.


Kind regards,

Rachel Collins
UK Customer Services Manager
--
LOVEFiLM Customer Care
CD-WOW Online DVD Rentals
https://www.dvdrental.cd-wow.com
"The new way to rent DVDs"


NOTE THOSE OF YOU IN SAME POITION THIS EMAIL HAS COME VIA A DIFFERENT ROUTE - I HAVE INCLUDED THE EMAIL ADDRESS INCASE YOU CAN JUMP STRAIGHT TO THIS SENSIBLE WOMAN INSTEAD.


HOPE THIS HELPS. XXXXXX:beer:

yeslek

makintracks wrote:

I thought I had a bad experience with Screenselect (now Lovefilm who treat you exactly the same way) but I confess that Russ seems to have had a much worse time. If you are unfortunate enough that they have already taken money from your account, you will never get it back no matter how nicely you ask or how mad you get.

thats not true
i got my money back - took a fair bit of complaing but i got my full 14.99 back

woekitten

I have been having problems with love film.

except i never signed up with them, not even for a trial. I have never had any disks. (even they agree this) I had never heard of them until I saw it on my bank statement that comes early, that they had been taking money off me for 7 months. thats £70!

I tried emailing and they dont seem to understand, they said i cold use the months that I have paid for... er no why would i do that? i never wanted to pay in the first place!

I have after many emails and phne calls written to a UK address recorded delivery. Hopefully his will work?

Also, the card that had beeen used to take payment, was a visa electron and i thought that the card holder had t be present at the point of purchase with this card?

hollydays

woekitten wrote:

I have been having problems with love film.

except i never signed up with them, not even for a trial. I have never had any disks. (even they agree this) I had never heard of them until I saw it on my bank statement that comes early, that they had been taking money off me for 7 months. thats £70!

I tried emailing and they dont seem to understand, they said i cold use the months that I have paid for... er no why would i do that? i never wanted to pay in the first place!

I have after many emails and phne calls written to a UK address recorded delivery. Hopefully his will work?

Also, the card that had beeen used to take payment, was a visa electron and i thought that the card holder had t be present at the point of purchase with this card?

What does your bank say?

pounds&pence_2

Having been a menber of lovefilm for approx 14 months I decided to cancel my subscription, as stated i went on line to cancel but could only suspend my subscription, so I e mailed them and they told me to cancel on line so i tried again thinking I must be missing something but again could only find the suspending account link. I emailed back again & they replyed saying that the accound was closed on the 24 November.

I continued to get mails asking for us to up date my on line list & we also recieved more discs so again i emailed asking tham why i was still recieving discs, they never replied, In this time they took out another payment or 14.99 & so I wrote to them to make sure the account was closed, they then closed the account although it clearly states in the terms & conditions that the account has to be closed via the website as follows

10.1 As noted above, you may cancel your subscription to LOVEFiLM's service at any time. Cancellation requests must be via the website, https://www.lovefilm.com. To cancel, customers must notify us online via the website by clicking on the relevant section and following the instructions under the heading "Cancel my subscription". This activity is tracked on the customer's account history. Immediately upon requesting cancellation, no further discs will be dispatched to you, unless they were processed by our warehouse a few minutes prior to your cancellation request. We are unable to accept or guarantee cancellation requests via email or by letter (either posted, or included with returns).

They have since taken another payment & despite constant e-mails & proof of the closing e-mail they refuse to accept that the account was closed on line in November.

What can i do? does anyone have the telephone number? i have tried to look it up on yell.com but it says that its a box number address.

I think the customer services must be trained to ignor any proof of them owing you money & act as though they can't read because as others on this site have said they don't acknowlege the relevant facts.

BoingBoing_2

BoingBoing wrote:

I followed the link on this site for the free trial and £15 boots voucher, managed to cancel my membership no problem, got confirmation email from em within mins, but still not seen my voucher and doubt i ever will...

I'm in shock. My vouchers arrived today :T

codger

pounds&pence wrote:

What can i do? does anyone have the telephone number? i have tried to look it up on yell.com but it says that its a box number address.

http://forums.moneysavingexpert.com/showthread.html?t=317498

http://forums.moneysavingexpert.com/showthread.html?t=318639

http://forums.moneysavingexpert.com/showthread.html?t=313548