Lovefilm unused service

Karloh

Hi guys - hope this is the right forum to use.

Bit of background to my question so you can see the context in which it was offered -

My e-mail -

Hi guys,

I joined on in a free trial in December 2011 and received two dvds (Four
Christmases and House Bunny) by my own error these weren't returned
straight away but were early 2012.

I'd not received any further discs following this and had forgotten
about the service / not used it during this time until i noticed i was
still a member around a year ago, at this point logged on and filled in
an online feedback form to cancel it.

A few months on i noticed i was still a member and spoke to a member of
the Twitter team who assured me they had cancelled the account for me,
this may have been around September / October time, unfortunately
Twitter isn't letting me view DM's before January for me to check this.

I've noticed it still coming out of my bank account now for £11.22 and
when looking around the account you seem to think i still have house
bunny and four Christmases here and the account is still active. I've
effectively paid £200 for two bargain bucket DVD's.

Thanks for any help with this,

Karl

Their reply -

Dear Karl,

Thank you for your email with regards to the cancellation and incorrect
billing on your lovefilm account.

Please accept our apologies for any confusion.

I have checked your account records and it appears that the online
cancellation process was not completed on your account. I can see that
you have started the process but it seems it was not completed and as
such a cancellation request has not been confirmed or processed for your
account, and the account is still currently active and you are being
charged according to our Terms and Conditions.

Unfortunately, we will not be able to offer any refunds in this instance
as the account status was “active” when the billing had occurred, but we
can add 12 months unused service to your account, as you were unable to
make use of it.

Could you please advise us if this is acceptable or if you still wish to
cancel this account, so that we can update your account accordingly.

Meanwhile, I would like to advise you that we have not recorded receipt
of the titles "Four Christmases" and "The House Bunny". Could you please
advise us of the date when you posted this title back to us, so that we
can update your account accordingly.

We look forward hearing from you and thank you for your assistance.

Could anyone help me out with what they're offering me with 'unused service'? Unsure what it is or how it affects me...

Thanks for any help!

Karl

[Deleted User]

Karloh wrote: »

Could anyone help me out with what they're offering me with 'unused service'? Unsure what it is or how it affects me...

It sounds as if they are offering to let you use the service without additional charge for the year you've already paid for.
Not sure what you can do about the non-returned DVDs, do you have proof of return postage for these?

Cycrow

if you sent the dvd's back but they didn't receive them (or its not showing it) then you can report a problem from your account and they should investigate this.

if you dont, they will just assume you still have them, which is why i guess the account wasn't properly closed as they would have been waiting for them to arrive before offically cancelling it