Here is my Blockbuster horror story

[NomoreBB]

Someone used a mailer coupon addressed to me to rent a movie. They never returned the movie (duh!) and now I have to pay for it. Blockbuster district manager tells me I am responsible for everything checked out on my card no matter what, even if it's fraud/identity theft. They think I am lying about the movie. They keep telling me the date (Aug. 22) and time (11:45 pm) and title (something Park) of it as if it will jog my memory of having rented it out. I am the only authorized user, but Blockbuster firmly believes I have something to do with this movie rental, somehow. I know nothing about this movie.

I told her to cancel my account because it is too risky to have an open Blockbuster account since anyone can charge on it and you are responsible, and she said she would make a note of that. (Can't they just cancel it or will Wall Street freak about cancellations?).

[brantheman]

You need to get ahold of someone above the District Leader. They need to check the tapes for that day, at that time.

[SL_600]

To the OP, most definitely don't take no for an answer. Always make sure you make it perfectly clear that you are looking for a final solution to the matter and will be going as far up the chain of command as it takes. No capable manager wants their superior to get involved in something that they can and should solve themself. To reiterate what Bran said, have the SM look at the tape on that day.

[NomoreBB]

Do you mean by tape? What kind of tape? Security camera?

Also, what title is above district manager?

Would it help to send a certified letter return receipt requested to the general counsel or to Keyes? I don't know if it will help me any, but Keyes came from 7-11 and my dad is a former VP of 7-11. I'm not sure if their tenures overlapped or not though. It may be of no help. I do work in the legal field in Dallas though. Not sure if that will help either.

It just irritates me to no end that they are treating me like a criminal when I am the victim.

[HelloItsMeMOM]

What is the chance an employee used the mailer .... or let someone else use it to get a free rental, and increase their numbers?

[BBVcasualposter]

What is the chance an employee used the mailer .... or let someone else use it to get a free rental, and increase their numbers?


But he claims they used a mailer addressed to him. A employee would have no idea who's mailer it is.

For him to have an unreturned movie, it would of had to be rented on his account. So I think it kind of kills that chance.


I agree with others though, the video tape tells no lies.

[rk237]

If the person who rented managed to do so without either your membership card or ID, then you are in no way responsible. The employees who are telling you this are just passing you the blame because dealing with the situation is a headache. Personally, it's frustrating to me that they are forcing the burden of proof onto you -- you should be given the benefit of the doubt right away, and then internally the store could use the tape to figure things out if it wanted to. It shouldn't even be up to you to suggest it, and I have a feeling if you do, you will meet resistance by employees who will at that point feel like you're telling them how to do their jobs. Unless they have a sudden epiphany of integrity, they'll make it a goal to "win."

Above the district manager is the regional manager.

[NomoreBB]

The store can tell it was rented out using a mailer coupon. I assume the mailer coupon was addressed to me which is how my account got involved. This store does not check picture ID when you rent, but you would think you would need a Blockbuster card to rent. Perhaps an employee was involved. The late night of the rental 11:45pm on a Wednesday makes me think it was right before closing.

Should I file a police report?

[Woodstock]

It is not how your account got involved. There are more than a few ways that your account got involved:

1. Employee error. They accidently pulled up the wrong account. Sucks, but it does happen. The person that they checked out has the online program. On your history info that we have in front of us, we have NO WAY of knowing who the mailer belongs to. The computer does, with the barcode info, but we don't have access to that. Have the Store Manager check the security tape.

2. Someone has your BBV card. If that is the case, then ask them to review the security tape and see if the person was you (knowing full well that it won't be). If someone does have your card, odds are about 50-50 of you being held responsible for the movie. It sucks, but a customer handing us a card - even if they aren't listed on the account, is taken like you gave them permission to rent on the account. Talk to the SM, and try to be even tempered about it, because we get yelled at enough during the day, and the calmer you are means that we are more likely to give you the benefit of the doubt. Hope this helps.

[NomoreBB]

My card is still in my wallet. I have never let anyone use my account in the 10years I have had it.

I talked to a police officer tonight and he said I should file a police report since it's identity theft.

The first time I called, after the first recorded phone message that said I had a movie checked out and I needed to return it, I called BB and she said it might have been accidentally charged to my account but not to worry about it because most movies get returned. She thought it woud be returned and checked in and that would be that. She said she would check it in, though, to get it off my account.

Then I got the 2nd recorded message a few days later saying my credit card would be charged since I decided to keep the movie. I called the district manager and she said I was responsible for it no matter what. I admit, I did raise my voice with her. She said you have to pay and I said I WILL NOT PAY FOR THIS MOVIE I KNOW NOTHING ABOUT! I probably shouldn't have done that, but this whole situation makes me really mad. It's plainly obvious she thinks I am lying. I called again the next day because I wanted to make sure my account was closed. She said she checked the movie in and cancelled the account.

Tomorrow I am going to call the credit card company and ask if any charges were put on the card from Blockbuster. If so, I will file a police report. I wonder what I should do to preserve the security tape from that night? How long do they keep them?

[zooworker]

Someone used a mailer coupon addressed to me to rent a movie. They never returned the movie (duh!) and now I have to pay for it. Blockbuster district manager tells me I am responsible for everything checked out on my card no matter what, even if it's fraud/identity theft. They think I am lying about the movie. They keep telling me the date (Aug. 22) and time (11:45 pm) and title (something Park) of it as if it will jog my memory of having rented it out. I am the only authorized user, but Blockbuster firmly believes I have something to do with this movie rental, somehow. I know nothing about this movie.

I told her to cancel my account because it is too risky to have an open Blockbuster account since anyone can charge on it and you are responsible, and she said she would make a note of that. (Can't they just cancel it or will Wall Street freak about cancellations?).
Call another store and ask for the customer service number. Also call the DM and ask for his boss phone number, you can also call your credit card company and deny the payment due to the fact it was fraud. They will charge the store back. Keep all records of you conversations and who you talk with.

[Woodstock]

Also, are you sure that there is a credit card on your account? If there isn't, then you have nothing to worry about. The recording that you heard was a genric one, so you might not have a battle with your credit card. Trust me, I have had that problem (not with Blockbuster, but another company that charged something to my card without my approval) as well - and it will be a battle. We keep our security tapes on file for three months before recording over them.

[Ziggyj]

You need to stop crying and pay up.

[NomoreBB]

Why would I pay up? I didn't rent the movie.

There is a credit card associated with it. I remember having to re-up it when it expired a couple of years ago.

[Woodstock]

Why would I pay up? I didn't rent the movie.

There is a credit card associated with it. I remember having to re-up it when it expired a couple of years ago.

Doesn't mean that it is still valid (it could have expired again) or been removed from the account.

[HelloItsMeMOM]

When you call tell them you have talked to your lawyer and he suggested you talk to them before moving forward with the matter.

[BBVcasualposter]

When you call tell them you have talked to your lawyer and he suggested you talk to them before moving forward with the matter.

ewww i dunno, when someone feeds me the lawyer line I automatically know they are full of crap.

[NomoreBB]

No, it's still a current credit card and the DM told me they haven't charged my credit card just yet because they wanted to see if it would turn up (as if someone who rented a movie under false pretenses would actually return a movie).

What bugs me, but isn't the main issue, is the immediate attitude towards me by Blockbuster personnel was that I was lying, I was wrong, I was mistaken. Their attitude was never one of customer service, the customer is having an issue, what can we do to fix it or even an apologize that this movie somehow ended up on my account. There was never any benefit of the doubt. I was immediately guilty.

[NomoreBB]

ewww i dunno, when someone feeds me the lawyer line I automatically know they are full of crap.

I work at a law firm. I talk to lawyers every day. For free.

[BBVcasualposter]

I work at a law firm. I talk to lawyers every day. For free.

Then you know they'd never waste there time here. Did I mention my uncles a big time trial attorney ?

[NomoreBB]

Well, the only reason to involve counsel would be if BB charges my account, because then there would be some damages. If I don't have to pay for the movie then this whole thing is over and there's no reason to file a police report or look at a civil case. The DM never told me I didn't have to pay. She said I was responsible for it and they were checking it in. Whatever that means.

I would like to know if it is possible to have an account cancelled. I told the DM to cancel it and she said she would be a note on the account. That didn't sound like cancelled to me.

[BBVcasualposter]

Well, the only reason to involve counsel would be if BB charges my account, because then there would be some damages. If I don't have to pay for the movie then this whole thing is over and there's no reason to file a police report or look at a civil case. The DM never told me I didn't have to pay. She said I was responsible for it and they were checking it in. Whatever that means.

I would like to know if it is possible to have an account cancelled. I told the DM to cancel it and she said she would be a note on the account. That didn't sound like cancelled to me.


While I feel for you, you have to take it through them. Here you will just get differing opinions and no one here can directly effect your situation.

I'd call the store tommorow and have them check my account and see if it is clear or not. Dont tell them your situation just call like any casual customer.

If it is clear, all is good in the world. If it isnt contact the DM one more time. See if they will meet you or if the SM will to view the tape so you can verify to them its not you. See what they say. If they cant appease you then ask for their boss info. Doing the lawyer threat will get you less, thats a given.

Never know you could call and your account is clear. Then all this chatting today has just taken up time. Good luck.

[HelloItsMeMOM]

ewww i dunno, when someone feeds me the lawyer line I automatically know they are full of crap.

Ahh ... but when I had a problem with an employee at a particular store and called my lawyer that is exactly what he said ....

The DM was at the offending store within 2 hours .... :D

[turtletime]

When you call tell them you have talked to your lawyer and he suggested you talk to them before moving forward with the matter.

ewww i dunno, when someone feeds me the lawyer line I automatically know they are full of crap.

I work at a law firm. I talk to lawyers every day. For free.

Exactly.

Then you know they'd never waste there time here. Did I mention my uncles a big time trial attorney ?

So?? Did I mention I have spent 10 years working in the legal field with big time trial attorneys?? :) Doesn't matter. If the attorney you are working for is at all a decent person, they will draft a letter and take what few minor steps would be needed to clear this up. It doesn't take long, it's not hard, the lawyer doesn't do it themselves anyhow, and, 9 times outta 10, they want their employee to be happy.

God, I don't know how many times I have asked my former boss (even now, after having not worked there for him since 2001) to sign a letter I drafted over something as little as this. He listened to the story, then signed the letter. If more steps were taken, he told me what they were. And we took them. All for the price of a double tall, no fat, no flavor latte!! :)

The majority of the time, as soon as the letter from the attorney arrives, the situation is resolved. I've threatened it and I've used it. Which is also why I am going to be in law school soon. :) So I can wield that power! hahahahaha :rolleyes:

[brantheman]

This store does not check picture ID when you rent, but you would think you would need a Blockbuster card to rent.

I hate to say it, but there are a lot of stores out there that are ran pretty poorly, at least in the account-security department. When I started working at my store almost two years ago, we had that same problem: none of the employees checked IDs, or even made the customer have the card. It was ridiculous. Fortunately, today our policy is: No Card? Need your ID. No ID? No movies. All stores should follow that policy. Period.

I think the staff you've been having to deal with is disgusting. Just today, I had a lady come in wondering why she had a balance for an un-returned movie on her account. I look up the history, and the CSR who checked the item out (who no longer works for us) didn't put a comment saying the customer had the card or ID, which is something we practice at my store. The customer had no prior history whatsoever of unreturned movies, and her account was setup to have only one membership card, which she handed me, also mentioning she's never had it reprinted before.

I took the balance off and apologized. She thanked me, and rented three more movies.

If this store you're dealing with knew what they were doing, they wouldn't be losing you as a customer. Hell, I apologize for them, because I honestly believe you.

[zooworker]

I hate to say it, but there are a lot of stores out there that are ran pretty poorly, at least in the account-security department. When I started working at my store almost two years ago, we had that same problem: none of the employees checked IDs, or even made the customer have the card. It was ridiculous. Fortunately, today our policy is: No Card? Need your ID. No ID? No movies. All stores should follow that policy. Period.

.
That's our policy, and it took me a very short time to inforce it. Started doing corrective actions on those who don't follow it.

[videoslave23]

The first time I called, after the first recorded phone message that said I had a movie checked out and I needed to return it, I called BB and she said it might have been accidentally charged to my account but not to worry about it because most movies get returned. She thought it woud be returned and checked in and that would be that. She said she would check it in, though, to get it off my account.


Have you tried calling this employee back before going to the district manager?? It doesn't sound like you called back the store that you had the problem with. They may just clear this up for you at the store level without having to ask your dad to write a letter to Jim Keyes, hire a lawyer, make a police report, threaten terrorist attacks tomorrow (it is 9/11), etc.

It's worth a shot.

ps. if they don't help you, just tell them "I'll never rent here again. l'll just get netflix" That usually helps.

[NomoreBB]

Well, this has been resolved. I talked to a customer service person after emailing Blockbuster. She was very nice. She called the store. She said she doesn't know how the charge got on my account, but it's gone now. She said there is a note on my account that ID must be shown to rent on my card and it must be me. She actually said the words, "We don't want to lose you as a customer." So someone at Blockbuster gets it that without customers there would be no Blockbuster. My credit card was not charged. All is well.

So I guess that Blockbuster deals with a lot of folks who are really dishonest which leads them to believe *every* customer is dishonest. If there are really that many customers who take advantage of Blockbuster perhaps their business model needs to be fundamentally changed, designed differently or something so employees are not always having to make judgment calls about the integrity of their customers based on who knows what.

[zooworker]

Glad you got that worked and and sorry you had such a hassle about it. Oh and we do get a lot of customers that are dishonest (at least in my area) unfortunately it effects others that aren't. Hope you continue to do business with us.

[Woodstock]

Well, this has been resolved. I talked to a customer service person after emailing Blockbuster. She was very nice. She called the store. She said she doesn't know how the charge got on my account, but it's gone now. She said there is a note on my account that ID must be shown to rent on my card and it must be me. She actually said the words, "We don't want to lose you as a customer." So someone at Blockbuster gets it that without customers there would be no Blockbuster. My credit card was not charged. All is well.

So I guess that Blockbuster deals with a lot of folks who are really dishonest which leads them to believe *every* customer is dishonest. If there are really that many customers who take advantage of Blockbuster perhaps their business model needs to be fundamentally changed, designed differently or something so employees are not always having to make judgment calls about the integrity of their customers based on who knows what.

Glad it worked out for you. Ever hear the saying "one bad apple spoils the whole bunch."? That is pretty much what we deal with.

[brantheman]

So I guess that Blockbuster deals with a lot of folks who are really dishonest which leads them to believe *every* customer is dishonest. If there are really that many customers who take advantage of Blockbuster perhaps their business model needs to be fundamentally changed, designed differently or something so employees are not always having to make judgment calls about the integrity of their customers based on who knows what.

Well, I just hope you don't let this experience let you pass judgement on every single Blockbuster employee. We've got some pretty shitty ones, as with any company, but we've also got a lot of great people, some with years of experience. This forum has the cream of the crop, IMHO :rolleyes:

Glad it all worked out for you.

[Youdontknowme]

So I guess that Blockbuster deals with a lot of folks who are really dishonest which leads them to believe *every* customer is dishonest. If there are really that many customers who take advantage of Blockbuster perhaps their business model needs to be fundamentally changed, designed differently or something so employees are not always having to make judgment calls about the integrity of their customers based on who knows what.

It's not just that store. Every store gets it's fair share of dishonest customers trying to get stuff free. From the customers who claim "I returned that two weeks ago, to the customers who claim they never rented something, and anything else you can think of. Unfortunately it puts the employees on the defensive whenever there is a problem since many times it turns out we're being taken for fools. In the end, things usually turn out well for the customer... whether they should or not. :rolleyes:

[Aphrodite]

This forum has the cream of the crop, IMHO

Thats so true...


with a few exceptions ;)

[waffles]

She said there is a note on my account that ID must be shown to rent on my card and it must be me. She actually said the words, "We don't want to lose you as a customer." So someone at Blockbuster gets it that without customers there would be no Blockbuster. My credit card was not charged. All is well.

If I could make one more suggestion to you. It would be to go to the store with your photo ID and ask them if they can change your account number. Just to be safe. Even though you have the only copy of the card. In situations like this I always change the account number. Doing this means that if there is by chance another copy of your card out there it will no longer work.

[zooworker]

If I could make one more suggestion to you. It would be to go to the store with your photo ID and ask them if they can change your account number. Just to be safe. Even though you have the only copy of the card. In situations like this I always change the account number. Doing this means that if there is by chance another copy of your card out there it will no longer work.
It's called doing a lost card.just tell then you lost it and want to be issued a new account # card.