Tesco Dvd Rental Refund

This is the email I sent the 31st of January on finding Tescos DVD had again taken money from my account.

> I cancelled my subscription 2 months ago.
> A couple days after my cancellation Tesco DVD withdrew cash from my account.
> At the time I was still able to find a phone number for the helpline and the person I spoke to suggested I take two free months instead of the refund.
> I took the offer only to find that cash has again been withdrawn and my account has not been closed.
>
> Please call ----

---

so that we can sort this problem out.
>
> Donald


This is Tesco supports reply on the 31st of January.

Dear Donald,

Thank you for your email.

We would like to inform you that as we have not received any cancellation request from your end, the status of your account is active and you have been billed accordingly.

If you require further assistance on updating the card details contact our customer services on 0844 482 0254. Our opening hours are from 9 AM to 8 PM Monday to Friday and Saturday 10 AM to 4 PM.

If you have any other questions then please do let us know.

Kind regards,

Ravi
--
Customer Services
Tesco DVD rental
London UK
https://www.tescodvdrental.com
"The best value in DVD rentals"

I then called the number supplied, the support person (Sanjeev?) said she could only pass my issue on to the refunds department.
To prevent Tescos DVD from drawing cash from my account in future, I also requested that again my account be cancelled.

On the 3rd of Feb I got an automated email stating my account was cancelled.

On the 5th of Feb I got an email from the refunds dept:
Dear Donald,

Thank you for your call regarding your Tesco account.

Please accept our apologies for the inconvenience caused to you.

Unfortunately we can not offer any refund in this instance according to our Terms and conditions.

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

Kind regards,

Phil
--
Customer Services
Tesco DVD rental
London UK
https://www.tescodvdrental.com
"The best value in DVD rentals"


On the 6th of Feb I sent this email to the refunds department:

Not only was my account not closed, but Ive also received a cancellation confirmation stating that I will not be receiving any DVD's for the month of february, which Tescos DVD rental have already drawn cash for.

Naturally enough I find this unacceptable and intend to file a claim at the small claims court.
I know its not a lot of money, but its the principal of the matter.

To recap the course of events:

October \ November, Id started considering cancelling my account with Tesco DVD rental due to the quality of the DVD's. I usually watch them in my bedroom as my flatmate is usually watching TV. Unfortunately some of the DVDs were scratched and I was unable to watch them in my room.
I understand that the DVDs have been scratched through wear and tear, and Tesco DVD cant do much about that. nonetheless they were unfit for my use.
I finally decided to cancel my account when the service slowed down. I was only getting one disc about every week or so.

At the beginning of December I cancelled my account by following the steps on the Tesco DVD site. While cancelling I found that the service had slowed due to a missing DVD. Either Royal mail had lost the DVD or Tesco DVD hadnt sent it.
On checking my bank balance a couple days later, I found that Tesco DVD had debited my account on the 8th of December. I phoned customer support to see what could be done about this, the gentleman I spoke to offered me two months free DVDs in lieu of a refund. Since I knew the slow delivery was due to a lost DVD and the issue had been resolved, I agreed to accept the two months.
AT NO POINT was I informed that I would have to cancel my account again at the end of the two months. I was left with the understanding that my account would be terminated.

At the end of January I found that Tesco DVD had AGAIN debitted my account on the 30th of January. This would make it a month and three weeks, instead of the two weeks promised.

I logged onto Tescos site on the morning of the 31st and filled out a complaints form.
By afternoon I had an email reply stating that Tescos hadnt received a cancellation request and my account was still open.

On the 1st or 2nd of february I called the support number that been provided in the email. The only thing support could do was pass my grievence onto the refunds department.
I again asked that my account be cancelled as Id requested at the beginning of December.

On the 3rd of february I received an email stating that my account had been cancelled.
On the 5th of february I received another email saying that I would not be refunded.

Please reply to acknowledge receipt of this email

On the 8th of Feb I got this email reply.
Dear Donald,

Thank you for your email regarding your Tesco DVD Rental account.

According to your account, we have offered you a month and two weeks and therefore your billing date was on the 2007-01-26.

Please note all accounts must be cancelled on-line by the account holder.As you did not cancel your account before the billing date,you were billed.As per our terms and conditions this was a valid charge.

If you should have any other questions please do let us know.

Kind regards,

Lindsey
--
Customer Services
Tesco DVD rental
London UK
https://www.tescodvdrental.com
"The best value in DVD rentals"


===================================================

I can only go on what I’ve been told by Tesco’s DVD support. Yet they have omitted information and later even gone back on what they said to me.

TO RECAP
- As far as I was concerned I had cancelled in December. At no point was I told that I would have to cancel again later. If I had been told I would have to cancel then fair enough…
- Tescos DVD has taken cash for a months worth of DVDs of which I wont see any.
- Initially I was given two months free DVD’s, when I mentioned the two months to the other support people they didn’t say anything, now Lindsey is saying I was only given 6 weeks.

How should I proceed?

hjb123 wrote:

Have you spoken to your bank or card issuer and see if they can do a chargeback

I've contacted my bank and have been told I should go through their disputes Dept.

I will do this, are there any other suggestions as to what I can do?

Thanks