I was with Blockbuster Online for several months, then put my account on hold for a month, then cancelled the membership shortly before the billing period restarted. Several weeks later, I signed on to restart the membership. Two days later, I noticed that my VISA was debitted twice for the monthly fee of $15.14. Thinking it was an error, I contacted customer service at Blockbuster, only to receive the most ridiculous explanation of the two charges: Blockbuster charged me a full month's fee for what they describe as a 7-day period between the billing cycle (which they had conveniently changed the date from the 3rd of the month to the 29th of the previous month without notifying me) and the date I put the account on hold. CAN YOU BELIEVE THIS??? Not once did I receive any e-mails from Blockbuster stating that this was a normal procedure or that they were charging me for this 7-day period where I was unable to rent movies anyway! I asked a supervisor to review the complaint and demanded that one of the $15.14 charges be credited back or else I would be cancelling membership altogether. The supervisor wrote the same "canned" response as the first I had received. THESE PEOPLE DON'T CARE WHAT THEY ARE DOING AND THEY ARE WILLING TO LOSE GOOD BUSINESS FOR A MERE $15.14. I will be contacting my bank to report them, as they are submitting unauthorized charages. RENTERS BEWARE!

I am outraged. I closed this account cause they increased their price from $19.38 to $21.54. They deducted this new amount from account without even asking if I would to continue receiving videos at this new price. I closed my account with blockbuster on 02/10/2008. On 03/27/2008, they deducted $64.62 for movies they claim that I have not returned. I contacted the 'Blockbuster Online Customer Care' and voiced my concern. To my surprise they returned my e-mail within that day. Here is there response. 'Thanks for contacting BLOCKBUSTER Online Customer Care.

I'm sorry to hear that your account was charged even if you already returned your DVDs. Unfortunately, the DVDs that you've returned were not yet physically received at our return center after your account has been canceled. Once we receive the DVDs that caused the charges, we'll automatically issue you a full refund. If we have already sent you an e-mail notification that the DVDs were received, and the refund has not yet posted or processed, please forward the notice to us and we'll be happy to help. Unfortunately, we do not offer outbound calls. Should you have further inquiries, please call us at 1-866-692-2789 (or 800-406-6843) Monday-Friday from 8:00 A.M. - 6:00 P.M. CST. We will gladly help you over the phone. Thank you very much for your inquiry.'

Now keep in mind that I closed my account on 2/10/2008 and this according to their records. The customer care rep. did not offer to look it the issue and get back to me, but quick to say when get our videos, we'll give your money back, as if they are holding MY MONEY hostage. I find it hard to believe that it take almost two months to receive and process some videos. Moreover, why the problem after I canceled services with them. Is it possible it got lost in the snail mail?

But I should not be surprised. This the second time they do this to me the first time was with a video game, that mysteriously got lost at the store after I put it in their designated drop box, that was another $60, offense. Cause with BBV your guilty, till video are never returned. So BEWARE OF THE BBV predator he likes to steal your 'unreturned' videos.

I am a recent subscriber to Blockbuster Online whose plan has recently been involuntarily "rolled over" into a new plan, minus the old E-Coupon feature that made Blockbuster Online such a superior choice to Netflix. It's obvious they are trying to gradually phase out this feature quietly, and doing it by forcing people into new plans that don't have the feature that is so appealing.

Why not just say, "Yah, we know we used this feature to get your business from Competitor X, and we know it's in your original contract, but now, it's not so appealing to us, so we're just gonna take it away because [ insert insulting spin]. Here's a totally useless coupon to compensate you for being screwed. Thanks!"

I don't know if this is right place to complain about this, but it's just so shady that I feel someone should know it's going on, and I think the online video market would benefit greatly from a discussion of the merits of a company that would create and market so heavily a competitive advantage, only to remove it within a year or two in such a devious fashion. Here is the response from Blockbuster Customer Service to my inquiry:

To Whom It May Concern,

My name is Bart Stevens and I am a relatively new subscriber to Blockbuster Online. I am writing to request information regarding the continuation of the E-Coupons program as it relates to the new plan changes. For myself and many others, the competitive edge of Blockbuster over NetFlix is the +1 FREE bonus Movie or Game Rental E-Coupon / Month feature, and indeed the ability to rent games was and still is the most distinguishing factor in what are essentially identical services.

When I visited the website several weeks ago, I did notice subscription changes for new customers. I was relieved to see the grandfathering in of this very important feature in my plan, and doubtful that Blockbuster would make such a fatal decision as to force subscription change to existing customers in order to gradually and quietly phase out this feature. Of course, I certainly assumed that the company would not be so deceptive as to try this under a guise of improving customer service.

To date, I cannot find any reference to this feature "rolling over" into the new plan on 8/31. Needless to say, it would be extremely disappointing if it did not. Please confirm that this new plan that I will be forced into retains this feature. Because of my profession, I currently hold memberships with Netflix and Blockbuster. If I lost the E-Coupon feature, this would cause immediate and permanent termination of my subscription, and force me to divert my business to GameFly.

A simple confirmation of the retainment of this feature will be sufficient to continue my relationship with Blockbuster.com. Thank you.

Bart

*****

Hello Bart,

Thanks for contacting BLOCKBUSTER Online Customer Care.

I appreciate you taking the time to email us your concern and I sincerely apologize for the delay of my reply, Bart. Thank you so much for taking the time to email us your feedback regarding the new plan. Unfortunately, e-coupons are no longer available with the new plans. We recently enhanced our membership plans to provide our subscribers with a wide selection of options. With Total Access Premium, for example, you get more free in-store rentals than ever before. Instead of having to print e-Coupons, we'll scan the barcode on your return mailers at your local store in exchange for a free in-store movie rental. If you love games, we'll even give you a discount if you bring us your online envelope! I sincerely apologize for the frustration this may have caused. As a courtesy, please allow me to give you this additional e-coupon for a free movie rental at your local Blockbuster Store. Please click on the link below to claim and print your coupon:

http://www.blockbuster.com/acctmgmt/coupon.jsp?coupon=7701019750100276548392&name=Bart%20Stevens&startDate=08/19/07&endDate=09/18/07&monthToPrint=August%20Coupons

I hope this information somehow helps. Please let me know if there is anything else I can do for you.

Respectfully,

Christy
Customer Care Associate
BLOCKBUSTER Online