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ScreenSelect DVD Rental / No way to cancel 'Free' trial

1 United Kingdom

The company I have a complaint about is I became involved with them due to another e mail which promised me a free TV if I subscribed to some offers. One of these offers was a free rental period from Screenselect which I accepted in August 2006. My husband immediately advised me against this ‘free’ offer as I had given them my debit card details which I also was concerned about. I immediately tried to cancel. After receiving only x2 DVD rentals I sent them an e mail dated 18.08.06 asking them to cancel my subscription and send no more dvd’s. Two more dvd’s arrived a short time later. I returned them and this time put a note in each asking them to send no more dvd’s and to take no money from my account as I wished to cancel my subscription within the free trial period. I received no reply either to my e mail or to the notes I’d posted back with the dvd’s. It was a little time later that they sent me two further rentals and by now it was September and I was at my wits end as to how to make them respond to my requests. I wrote them a letter which I sent to the same address as the rental return address. This time I got a response and they told me I had to cancel by going into my account and using the cancel button – a button so tiny I had never actually spotted it before. By this time they had taken a monthly rental amount of £12.49 from my account. I asked for them to refund it in my letter. Not only are they refusing to refund it but they state I will have to pay another £12.49 in October as they state the last Dvd’s which they sent (and of course which I did not want) were returned too late so another month’s subscription must be paid. They have not answered my key question as to why they did not inform me in August of the correct procedure to cancel my subscription when they received an e mail and two letters enclosed in the dvd’s. They took over a month to reply by which time they had charged me. I believe this was deliberate. I am currently awaiting a reply to yet another e mail. All they do is send standard e mails pointing to their terms and conditions, they do not actually answer the specific question as to why they ignored my correspondence for a month until conveniently charges had kicked in.

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