I'm fuckin raging with Lovefilm

[mamemeister]

So I cancel my account with Lovefilm in the middle of Sep and return all disks.

Yesterday they take 12.49 from my account. I ask them what the fuck this is for, they tell me they never received the very last disk back. I tell them it was posted back some 6 weeks ago and to refund the 12.49 NOW or else I contact Trading Standards and add how hugely coincidental that the very, very last disk I get from them goes missing entitling them (it would seem) to continue to take money from my account. This morning I get an e-mail to say they have now cancelled my account but cannot refund the money deducted 2 days ago.

I am absolutely livid with these cunts.

Appreciate some feedback as I'm at boiling point.

[gilesgoat]

I would send them (anonimously) a turd packaged in an envelope.

[mamemeister]

Here's my reply. I should add I am normally very polite and am careful to ensure the correct grammar and layout is used when sending e-mails or letters but in the case of this I literally typed as I was thinking and make no apologies about the brashness. I am really, really angry. The money is neither here not there its the principal behind how they operate that has infuriated me.

I apologise in advance to the person having to read this e-mail as it is not directed at them but to Lovefilm.

" and we had not heard from you that you have already sent the DVD back to us.", given this was the last disk I ever received which WAS posted back, why on God's earth would I inform you that it had been sent back???? I never had to for the previous 60 or so disks.

The disk WAS posted back and as this was the final disk I had absolutely no reason to return to your site, never thinking for 1 second that the very last disk would miraculously 'go missing' giving you the right to take money from my account at will.

Did it not cross your mind the fact that I had neither received a single disk from you in 2 months or the fact that the account was pending cancellation that the disk might have just got lost????

Obviously not as you were quite content to continue dipping into my account hoping I'd never notice.

For the record I dont actually believe the disk did go missing. I wonder how many other people you are fleecing by way off 'Oh we never received the last disk from you??' hoping they'll never notice you taking money from their account.

I am contacting Trading Standards in the morning and will be posting this on a very, very popular public forum I am a member of to show what a crooked company Lovefilm is.

For what its worth if they refund the 12.49 I'll chuck it at any worthy charity someone here can suggest.

[guythp]

For what its worth if they refund the 12.49 I'll chuck it at any worthy charity someone here can suggest.

Your pocket, mate. It is your money, after all.

It'd be interesting to hear their response there. Oh, and please do go to trading standards to see what they suggest. Good luck with it.

[offyoutoddle]

bad luck there, hope TradingStandards come up with something useful.

If it helps, I use Amazon and they have been fine - I could recommend using them instead.

[PeeknPoke Lee]

when did this happen?
since lovefilm bought screenselect that have gone really, really shite


Lee

[Governmentyard]

So the moral of the story is when you cancel an account with anyone for anything, always -ALWAYS - manually cancel the direct debit mandate.

In fact, if they didn't tell you they were taking the money out with 2 week's notice and you had thought the account was cancelled, you have every right to your money back on that basis. Make a complaint to the bank. I take it they said more recently 'we have now closed the account' but not 'we should have before and didn't'?

[Zoot]

to show what a crooked company Lovefilm is.

Ouch - that is probably libellous, and could on it's own be sufficient reason for them to hold YOU to ransom. I hope not

[t0ne]

You know what, I think this happened to me as well with LoveFilm. I was with them for about a year and then cancelled (this must be a good 2 years ago or so). A month or two later noticed that they were claiming they'd not received the last disc back and were charging me for it. I treated it as my fault becuase I hadn't checked the gmail account I'd used for them in all that time and there were a couple of "reminder" emails from them, but all the same I thought it suspicious. In all the time I was with them nothing had ever gone missing before.

[mamemeister]

Feeling more relaxed today I checked their T&Cs and have just penned this polite e-mail

Dear Sirs

Further to my e-mail yesterday I wish to quote your T & Cs "10.2 Please note
that it is the customer's responsibility to ensure that all discs are
returned, and all discs must be returned to us before the cancellation will
be confirmed. All discs must be returned before the next billing date
following cancellation to avoid any further charges. Once all discs have
been returned, the cancellation will take effect immediately and a
confirmation email will be sent to you."

I fullfilled my part of the contract by returning the disk, no-where does it
state I have to check you have received the disk. Given you knew I'd
cancelled my account and had no reason to return to the website you should
have contacted me to say you had not received the disk and not just ignored
it and continue taking money from my account.

As I say I will be phoning Trading Standards to see what they make of this.

kind regards

Alan

[betamax]

And what did the TS mobs have to say? (I know it's still early, but this is gripping more than even Brookside ever did.)

[mamemeister]

And what did the TS mobs have to say? (I know it's still early, but this is gripping more than even Brookside ever did.)

Ah, not phoned yet fella but will at lunchtime, dont worry I'll keep you updated.

[GrapeApe]

You know what, I think this happened to me as well with LoveFilm. I was with them for about a year and then cancelled (this must be a good 2 years ago or so). A month or two later noticed that they were claiming they'd not received the last disc back and were charging me for it. I treated it as my fault becuase I hadn't checked the gmail account I'd used for them in all that time and there were a couple of "reminder" emails from them, but all the same I thought it suspicious. In all the time I was with them nothing had ever gone missing before

Ditto...same thing here.

[Dungeon-Dave]

I feel WatchDog ought to sniff around also. Wonder if it's so commonplace that it's becomming a scam?

It's happened to 3 people on here already... how many more?

[clovis]

What's worse is that the billiing system they use is not based on direct debits but a charge to your debit card.

With a dd, you can get your money back by invoking the direct debit indemnity insurance for wrong payments, that way the bank refunds the money and then they have to claim it back, you can't do that with a charge to your debit card account.

I suppose you can tell your bank that a company is taking payments from your card without your approval, but it's not as easy as the d/d refund.

Do check I think you'll find you never setup a d/d with them.