Blockbuster is now charging customers that return movies over 10 days the entire sales price of the movie without notification. I received a collection letter from them and was confused because I had no movies in my possession. I called the store thinking it was an error and they explained even though I returned the movies they were still charging me the full price of the movie because I returned them over the 10 day period. If I came to the store to pay then they would give me the movies. I have two concerns over this practice.

1. If I had not called my local blockbuster and received the information I would have just paid the collection office. What then happens to the movies since I no longer have them in my possession? It is not stated in the collection letter what the collection is for besides the address of the Blockbuster Store. The only telephone number listed on the letter is for the collection agency.

2. My second concern is that this was the first notification I received regarding the movies I had already returned a min of 30 days ago. That means I didnt even have movies in my possession that I evidently own. Even though I havent paid they would put this on my credit report i assume so I should have at least been notified to pick up the movies an make the payment sooner than this late date.

I think this is a major disservice to consumers already struggling in a poor economy. I will personally never rent from them again.

On Friday, December 26th at about 11:30 pm, my daughter and I went to Blockbuster Video on Myrtle Avenue to rent a dvd. I haven't rented one from Blockbuster in a long time. We picked out a movie and got on line. I realized that I had forgotten my card, but I had ID on me. I have used ID before to rent movies. I was told that I needed to fill out a form because I haven't rented a video in such a long time. I filled out the form (no problem, so far), and looked for ID in my bag. My bag is filled with receipts from christmas shopping, so I had to dig a little. In any case, the first ID I found was a Legal Resident Alien Card (aka green card). I presented this ID, but I was told it was not acceptable ID. I said that was odd, since the law firms I have worked at, have always accepted this as a valid form of ID. The clerk behind the counter started telling me that ID was no good, and I said "are you sure? It is a government issued ID? Upon which a man, who claimed to be the manager (I surely hope he is not!!) was very belligerent and rude, yelled in my face and in general spoke to me with such a lack of respect that it did make me angry. It seemed that he thinks that simply because I wasn't born here, he can abuse me and that I don't know my way around the system, but he could be wrong. Discrimination takes on many forms. Despite all of this, my daughter really wanted the movie, so I looked again and found a New York State ID in my bag, which I handed to the clerk. the so-called "Manager " too the NYS ID and threw it back at me and refused. I told him I am going to make a complaint against him. He laughed and said "go ahead" . The number is right there. So, it seems he is secure in that he has carte blanche to mistreat customers. I went outside and he went outside too, supposedly to close the gate. And I said: What is your name? and tried to look at his nametag. He tried to cover it, but I saw it (It said "Chris") and he pushed me and almost closed the gate on my daughter's foot. You can be sure that if my daughter had gotten hurt, I would press charges and I would sue Blockbuster for irresponsible behavior. I think this manager should apologize to me and should not be a manger with this type of temperment. I did not go to blockbuster video to be belitted, yelled at, and pushed.

I would like to report an incident that occurred at a Blockbuster store located at 2394 Lyell Ave, Gates, NY on October 21, 2008 at approximately 12:15pm. For starters I have been a customer of Blockbuster for many years and this is the first instance of discrimination and misleading advertising that I have experienced. I have a Gamepass that doesn't expire until 1/7/09.

On October 21, I went into the store to rent a video game. There was a white couple in front of me that also had a video game and they paid cash and were cashed out. I approached the counter with my video game and immediately Brandon asked for a credit card, not my Blockbuster card. I explained to Brandon that I have a Gamepass on my account, in which case, the game rental is free so no credit card is required. He then went on to say that it's a new policy. I asked why the couple ahead of me was not asked for a credit card and he could not answer me. I asked where the policy is in writing and again he repeated himself by saying it's a new policy. If it's a new policy then it should be enforced across the board not because a person is of a certain color!!! I looked all around the store and found no such policy!! Another employee, Ryan, whom witnessed the entire situation explained to Brandon that he didn't asked the previous customer so why was he asking me and said that Brandon should just give me the game. Brandon said no!!

I immediately left the store. I called Customer Service at 800-406-6843 on October 22, 2008 and I spoke to a rep by the name of Mary who was very unprofessional when I explained what had occurred. She stated that she would document my concern and forward it to the regional office. I told her that was not good enough and I wanted to speak to a supervisor. She gave me a ref#903565 and said someone would call me in 2-3 business days and hung up on me.

I called the Customer Service number again at 800-406-6843 and spoke to a rep by the name of Ann. I gave Ann the Ref# that Mary just provided to me less than 5 minutes prior and asked her if I could speak to a supervisor. She was unable to find anything under the Ref# that Mary gave to me and said that it was not valid. She then honored my request by letting me speak to an Escalation Senior Manager by the name of Yasin. Yasin took my complaint and advised that I would receive a call from the District Sales Manager later today. He said that Brandon should not have asked me for a credit card but instead should have asked for my Blockbuster card and he would have been able to see that the game would have been free. He apologized profusely about the way I was treated and said that he has heard about others being treated this way.

I am very upset and disappointed about the way that I was treated as a customer at this Blockbuster store. Not only do they have misleading practices but they can treat customers any way that want and think they can get away with it. Point blank, I was discriminated against! Why wasn't the white couple asked for a credit card> I provided my credit card to them when I signed up for my Blockbuster account and again when I added the Gamepass. If they are going to enforce a policy it should be in writing and visible for customers!

I also had a horrible experience with Mitch, the store manager at Blockbuster video. The day of my encounter I had tried calling up to blockbuster to find out if they had a wii fit in stock. I was put on hold 3 seperate times and then never helped any of the times. All together I waited on hold with those 3 phone calls 15 minutes. So I went TO the store and asked to speak to the manager who unfortunately at the time was Mitch. I attempted to explain that I had been rudely treated on the phone and he constantly interrupted me. He then told me that he did not care that I was a customer on the phone, that I was not a priority to him and that he would help me when he felt like it. I told him his mangerial skills were horrible. He replied that again, he didn't care and that I had a poor attitude. He then was very difficult about providing me with HIS managers contact information. I finally got it and left the store. She called me back 2 days later and was very apologetic and promised to have a talk with Mitch regarding his behavior. I'm not sure what happened to customer service but the blockbuster in Hartland apparently does NOT offer it. And obviously this Mitch guy is NOT a people person and should NOT be in the customer service industry. If I were to EVER make a comment to a customer regarding their attitude I would get fired on the spot. Must be nice working for a company where you can say whatever you want to your customers and not suffer any consequences. At least we can all be content that Mitch is a miserable person with a miserable life and should probably be pitied by the rest of us.

Today when my husband and I went into Blockbuster to purchase a game for our son, we were shocked to find out that someone else's information popped up on the screen when our card was scanned. Both of our names were removed along with our phone number and the only thing that remained the same city, state and zip.

When the associate tried to access my account information using my driver's license number, she found nothing. She then called on the manager who left to make a phone call then returned with my original application.

The information was corrected in the store and a lock was placed on the account. She apologized and said that this cannot happen unless someone obtained my membership card or an employee used my account to get a membership for his/her friend.

We called the store closest to the address given at our local Blockbuster for the person on the account and were given a different name, and this time the associate even went back again to say my account never existed!

A manager was called to the phone and claimed that there was a system glitch that causes two accounts to merge sometimes and to check back in 48 hours, then report the card lost/stolen if the information is still incorrect.

Who do we believe? Who is going to be held accountable here?