Complaint Rating:

I used to have an on-line account but I found that a large majority of the DVD movies I received were so scratched that my player couldn't read them. I cancelled my subscription on line at the Blockbuster web site in late May of 2007 and reopened my account with my local store in Costa Mesa, CA and have been a loyal customer ever since. Each account is automatically billed to a different credit card. In January of this year, 2010, when reviewing my credit card statements, I realized that the on-line account was still being charged monthly, even after I cancelled it on-line 3 and a half years earlier. I immediately called Blockbuster and notified them of the error. The representative I spoke with canceled the on-line subscription right then and after speaking with her supervisor, I was told that since Block Buster had no record of the original cancellation, they would only offer me a gift card for a portion of the charges. After about 5 months, and several calls from me, I finally received a gift card for $156.48, . I checked the on-line web site and found the card showed a 0 balance. I called and asked why and was told that the card needed to be activated and it would be so when I made my first purchase at my Blockbuster retailer. I took the card to my local store and tried it and the card was rejected for a 0 balance. I explained the issues to the store attendant, who was very helpfull. She called the number on the card and was told that the card was inactive and needed to be replaced. It would take ANOTHER 6 - 8 weeks. Earlier this week I received a letter from Block Buster Customer Relations rejecting the request for a replacement card stating that I had to fax a copy of the original purchase receipt to 972-683-8945. This is of course impossible since the card was issued directly to me over the phone as a partial reimbursement for the erroneous credit card charges.

I am fed up with this obvious run-a-round. I have been a loyal Block Buster customer since I moved to this area in 1995. This complete and obvious lack of concern for the customer on the part of Block Buster has me seriously considering transferring my business else ware. For your information I calculated that Block Buster actually owed me $620.00 for the charges to my credit card, not including the interest charged to my balance, if the $19.38 monthly were added up from the date I originally cancelled the subscription. I was willing to accept the $156.48 for at least a partial reimbursement. At this point I am highly considering turning all my records over to the BBB and possibly my attorney. This is not how to run a business. I will drop the issue if at least the gift card I received is honored.

I have never had any problems with my in store account and the Employees at this store are very friendly and helpful. I would very much like to keep this account active but if this issue is not resolved I can not see it happening.

Looking forward to a reply.

Tony Rynearson
Account #3328715
Email luvanrd@sbcglobal.net