Page 1 of I love films but I don`t love lovefilm!

I was recently enticed back to lovefilm.com online DVD rental with a three months for the price of one offer. I`ve just noticed that they`ve charged me twice for my first month and now I`ve discovered that somehow I have two accounts, which are both exactly the same (one active, the other inactive). I think it happened when I rejoined. I followed the links in the email I was sent and (as far as I know) did what I was supposed to do, but somehow, instead of reactivating my account, a new account was set up with all the same details. My previous account (which I can log into but not use) is showing as inactive, so I`m rather puzzled as to why I`m being charged for it as well.

I`ve sent a number of emails to lovefilm over the past week, explaining the situation, but the first real response (beyond brief promises to investigate) came tonight:

Dear Colleen,

Thank you for your recent email.

This is to inform you that you have two accounts and that is the reason
you have been charged.

Should you require any further information, please do not hesitate to
contact us again.

Regards,

Sabina

I told them that I had two accounts. What I wanted to know was how and why and would I be refunded since it was an error that occurred when I rejoined. The above response was certainly not worth a week`s waiting. I`m just hoping I won`t have to wait another week before they respond to the email I`ve just sent.

Can I ask if anyone else has rejoined lovefilm under this offer and whether they`ve encounter a similar problem? (If you have rejoined on the three months for the price of one offer, you probably ought to double check your bank account, just in case). And have other people found lovefilm`s customer service department to be very slow and generally pretty unhelpful, or have I just been unfortunate?

I rejoined ScreenSelect under the 3-for-1 offer just before the recent amalgamation with Lovefilm, so I`ll definitely be checking my bank today. :¦

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Site Reviewer @ www.dvd.reviewer.co.uk
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The customer `service` is deplorable. While I was a member of sofacinema (same place) I had one of their automatons swear blind that the new 2-disc edition of The Wild Bunch, about which I had a simple query, did not actually contain a version of the film itself. And that was typical of the level of help I`d get before I gave up on them.

Good luck.

Despite tons and tons of emails back and forth and numerous promises of a refund (first as direct transfer to my account and then as a cheque because of mysterious "problems" with doing the bank transfer), I still don`t have my refund. It`s been at least five weeks since I informed them of the error.

Can anyone suggest something else I might do to get some action out of lovefilm? I have just sent a longish email to the BBC`s Watchdog programme, but they probably get thousands and thousands of emails a week, so I don`t hold out too much hope there.

Have Lovefilm ever been mentioned by Watchdog, though? They might get loads of e-mails a week, but as Lovefilm`s service dips as they try to monopolise the European market, the producers might take notice if they get enough complaints.

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Site Reviewer

My YMDB
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Well, hopefully you`re right, Matthew, and lovefilm will be featured on Watchdog soon. I`d certainly take great pleasure in hearing Nicky Campbell`s sarcastic tones discussing lovefilm`s useless customer service. Then again, I enjoy Nicky`s voice in more or less any context (with the obvious exception of reruns of "Wheel of Fortune").

If anyone else has been the victim of lovefilm`s slipshod customer service, maybe you might like to drop Watchdog an email too and see if we can build up a nice anti-lovefilm head of steam.

http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/contact_index.shtml

Im having incredible problems trying to cancel my LoveFilm account! See here

The customer service from these idiots is shoddy to say the least! >:(




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