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  • poshstock66
    poshstock66 Posts: 813 Forumite
    Part of the Furniture Combo Breaker
    Funnybone wrote: »
    When you do get enough of LoveFilm it seems to be very hard to actually cancel your account. They insist you either call a freephone or regular number and when you do, you find yourself connected to a very bad line with a computerized voice at the other end saying it can't understand what you're saying: a great way to make it impossible for folks to cancel! How's that for customer satisfaction?
    I am really rather unimpressed by this and it would be enough to never touch them with a barge pole again..

    So, to cancel, the only thing you can do (and they DON'T tell you this; I am) is to call their customer services, explain that you want to cancel and be prepared to answer a number of questions. They can also be called on 020 8631 0020..
    • By Phone
      Contact LOVEFiLM by phone at:
      0844 482 0123
      Mon to Fri 8am – 8pm, Sat/Sun 9am – 4pm Please note calls are charged at 5p per minute, calls made from a mobile phone may be charged at a higher rate.


    I have emailed them to cancel in the past with no problems

    This is the email address : support@lovefilm.com

    HTH
    :money::money::money::money:
    I love to save money
  • RedBalloon
    RedBalloon Posts: 1,479 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    I signed up to Lovefilm last week via Quidco - I thought £16.50 cashback and a free Gourmet Society membership was worth the hassle of doing a trial!

    Anyway, I've now spoken with a friend who also got a Gourmet card sometime ago when she signed up to Lovefilm and after 3 months the Goumet society charged her the full amount for the membership even though it was initially free when signing up to Lovefilm. Apparently she was supposed to send the card back within 3 months if she didn't intend to pay full membership. Seems she missed a tiny bit of wording in the small print.

    I'm concerned when I cancel my membership this week that the Gourmet Society will try to continue my membership too. Has anyone had any experience of this? I can't view the original terms and conditions anymore as the site knows I've already taken up this offer and won't load the offer anymore (if you know what I mean?)

    TIA
    "Buy me, Lady", said the frock, "and I will make you into a BEAUTIFUL & WHOLE & COMPLETE human being".
    "Do not be silly", said the Man, "for a frock alone cannot do that".
    "True", said the Lady, "I will have the shoes and the bag as well".
    :rotfl:
  • Jacks_xxx
    Jacks_xxx Posts: 3,874 Forumite
    I have emailed them to cancel in the past with no problems

    This is the email address : support@lovefilm.com

    HTH

    I tried to do it by email.

    They emailed back and told me to phone! :eek:

    I've phoned 5 times now, and they just refuse to cancel my account.

    I could upgrade now instantly and they would just take a little more money.

    I could even downgrade and they would refund a little money.

    But they won't let me cancel.

    The people on the phone are lovely - but they just won't do it.
    Not everything that can be counted counts, and not everything that counts can be counted. Einstein
  • Reverbe
    Reverbe Posts: 4,210 Forumite
    1,000 Posts Combo Breaker
    Jacks I find that incredibly hard to believe esp when you say its the phone ppl..have any of them told you why they will not let you cancel? Have you tried cancelling online? tried removing your payment details online etc? have you complained anywhere about this supposed refusal to let you leave? taken anyones name etc??something doesnt smell right about this... are you giving us the whole story? do you still have discs you have not returned etc?
    What Would Bill Buchanan Do?
  • Jacks_xxx
    Jacks_xxx Posts: 3,874 Forumite
    Reverbe wrote: »
    Jacks I find that incredibly hard to believe esp when you say its the phone ppl..have any of them told you why they will not let you cancel? Have you tried cancelling online? tried removing your payment details online etc? have you complained anywhere about this supposed refusal to let you leave? taken anyones name etc??something doesnt smell right about this... are you giving us the whole story? do you still have discs you have not returned etc?


    I always have discs!

    When I ring they say it's too soon in the month - and you still have discs.

    When I ring again it's too late now. Ring next month - and you still have discs.

    When I remove everything from my list so they can't send me more discs, they send me stuff I used to have on my list and on the phone they tell me what day I added it to the list - totally ignoring that I also deleted it.

    So I still have discs.

    I can't see where to cancel on the site per se but as I said I have tried to cancel by email. When you click the cancel option it says:

    I'd like to cancel my account

    To cancel your account, please call FREE of charge on 0800 091 1514

    It will only take a few minutes and your feedback will help us improve our service.

    If you're on a mobile, or are unable to connect to freephone numbers, you can call on 020 8631 0020.


    I can't change my payment card on the site - only change it.

    Who should I complain to?
    Not everything that can be counted counts, and not everything that counts can be counted. Einstein
  • Jacks_xxx
    Jacks_xxx Posts: 3,874 Forumite
    Just found this thread. The early part is out of date but once the posting dates get into 2011 it starts sounding familiar.

    "It's an Indian call centre and I couldn't really understand him, he kept going on about "because there's not much activity on your account, we can give you three months free(?) something something, will cost £5.99 (???) but will be cancelled something something"

    Now I have no idea. My account now says I'm paying £5.99 per month. I want to be paying nothing per month, have I just been gypped or do I have to give three months notice?"


    http://www.eurogamer.net/forum_thread_posts.php?thread_id=141686
    Not everything that can be counted counts, and not everything that counts can be counted. Einstein
  • Jacks_xxx
    Jacks_xxx Posts: 3,874 Forumite
    Just did a quick google and there are loads of people reporting experiences like mine.

    This explains how to cancel your payment via your bank when Lovefilm refuse to cancel your account.

    http://uk.answers.yahoo.com/question/index?qid=20090409170441AADSBJI
    Not everything that can be counted counts, and not everything that counts can be counted. Einstein
  • I had the free trial before Christmas and to cancel I cleared the discs off the list so there were none to be sent out to me then cancelled via the website after midnight. I had to fill out the on line form to say why I wanted to cancel but had no problems with it. From what I understand they do this if you cancel while the helpline is unavailable.
    knitted so far 2011 24 Baby Hats 11 Bunting 24 Emergency squares 1 Angels Pocket 1 Baby Blanket 19 IS Hats 1 Sands blanket 12 Mrs Twins squares 2012 24 Baby Hats 6 Angels Pocket 7 Baby Blankets 14 Baby Buntings 2 Body Warmers 1 Baby Jacket:)
  • Reverbe
    Reverbe Posts: 4,210 Forumite
    1,000 Posts Combo Breaker
    Jacks_xxx wrote: »
    Just found this thread. The early part is out of date but once the posting dates get into 2011 it starts sounding familiar.

    "It's an Indian call centre and I couldn't really understand him, he kept going on about "because there's not much activity on your account, we can give you three months free(?) something something, will cost £5.99 (???) but will be cancelled something something"


    it ISNT. the guy on the phone may have been indian but Lovefilm use a UK based call centre.The email customer service is UK based in Peterborough I think but very useless. You always get asian names on the emails and they never seem to relate to what you have actually emailed them as if they dont understand or even read your email,
    What Would Bill Buchanan Do?
  • custardy
    custardy Posts: 38,365 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Jacks_xxx wrote: »
    I always have discs!

    When I ring they say it's too soon in the month - and you still have discs.

    When I ring again it's too late now. Ring next month - and you still have discs.

    When I remove everything from my list so they can't send me more discs, they send me stuff I used to have on my list and on the phone they tell me what day I added it to the list - totally ignoring that I also deleted it.

    So I still have discs.

    I can't see where to cancel on the site per se but as I said I have tried to cancel by email. When you click the cancel option it says:

    I'd like to cancel my account

    To cancel your account, please call FREE of charge on 0800 091 1514

    It will only take a few minutes and your feedback will help us improve our service.

    If you're on a mobile, or are unable to connect to freephone numbers, you can call on 020 8631 0020.


    I can't change my payment card on the site - only change it.

    Who should I complain to?

    fill your list with coming soons?
    I have to say(as i have done many times before)I removed all from my list
    returned my discs,and no more have come
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