Blockbuster Video Complaint - Poor customer service / Faulty policies
WOODLAND HILLS, CALIFORNIA -- God forbid you ever lose your Blockbuster rental card because according to the customer reps anyone who has possession of your card can rent from any store. No one checks ID or verifies who the person is. Subsequently you become the victim of fraud, for example my card was stolen and before I noticed it missing the perpetrator had rented over a dozen 360 games at various stores within my county.I contacted the corporate office in which I was told the fraud dept would contact me within 3-5 business days and that my acct was on hold and nothing could be charged to my credit card.On the 6th day I had heard from no one when I contacted the office again, I was told that the acct was open and that 322.00 had been charged to my credit card!I promptly asked for a supervisor "Dorthea" who was worthless, she could'nt even answer a simple question "Why was I told my credit card would not be charged and is it or is it not your policy to rent without asking for identification" (in stores that you never opened an acct in)She kept repeating that the fraud dept would contact me...was she even listening?? she was stuttering and obviously did not have a clue how to resolve my issue, she then blamed the fraud on my 12 yr old son, because he is also a card holder! In any case this is by far the worst customer service I have ever received. Not only was the customer service worthless at the corporate office it was even more unprofessional at the actual store locations where I was hung up on several times trying to resolve the issue myself!The rental policy is not posted in writing anywhere, all that is listed in the terms and agreements is that if you don't return the rental your credit card is charged. The person that stole my card rented games from all these stores on the same day, the total of these games far exceeds the 322.00 that was so far charged. Is this company run by a bunch of incompetent morons or do they really not care that a bunch of kids run their stores and the loss in damages could all be avoided if they had a concrete policy in force? Not one person either in store or on the phone could explain to me how a stranger was able to use my card to the extent that he did. Some say they ask for ID others say if you never rented at that store before they require you to open an acct others say "We should ask for ID" ???WHAT IS IT PEOPLE??Because while everyone is trying to figure it out Im just waiting for the fraud dept!!!