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I asked Cineworld to cancel the two cards registered to my bank details and they refused as per their terms and conditions. Which is fine but I persevered because my friend got out of his contract with no reason at all and eventually the Unlimited manager contacted em saying as a gesture of goodwill, she would terminate the rest of the contract. She read through why Cineworld didn't need to do it, but would do.
Unfortunately I was charged a week and a half later. I contacted them and they apologised and said they would said a refund immediately. A month passed and still no refund, so I contact them again and this time they deny all knowledge of issuing a refund. They asked me who said I could get one and when I told them, they went away for a few minutes and came back with more apologies, assuring me that it would be sent out straight away. Still nothing almost two months on so I contact them again and get more problems!
They are now saying I'm not getting a refund because it was a gesture of goodwill in the first place (after the card was cancelled, I couldn't use it - meaning a month and a half paid for with no use of it) and the reason I was charged was because the payment had already been sent to the bank. I told the man I wasn't happy and he said he'd contact customer services and see if there is anything they can do and would contact me if there is. I thought I'd dig up the email I was sent as I thought I smelled a rat...
So the guy was lying to me about the payment being already sent. If it did get sent, it was because one of them made a mess of something. In the previous email I'd asked them if I could just cancel the direct debit then (as I didn't want anymore money being taken) but with the above email, I assumed it wasn't necessary.
Is this something I can just escalate straight away when I speak to the next Cineworld rep that tells me I'm not getting the money they took from my account without permission?
Unfortunately I was charged a week and a half later. I contacted them and they apologised and said they would said a refund immediately. A month passed and still no refund, so I contact them again and this time they deny all knowledge of issuing a refund. They asked me who said I could get one and when I told them, they went away for a few minutes and came back with more apologies, assuring me that it would be sent out straight away. Still nothing almost two months on so I contact them again and get more problems!
They are now saying I'm not getting a refund because it was a gesture of goodwill in the first place (after the card was cancelled, I couldn't use it - meaning a month and a half paid for with no use of it) and the reason I was charged was because the payment had already been sent to the bank. I told the man I wasn't happy and he said he'd contact customer services and see if there is anything they can do and would contact me if there is. I thought I'd dig up the email I was sent as I thought I smelled a rat...
Originally posted by email from Cineworld manager on the 20th of February as a response to my email on the 19th of January
Is this something I can just escalate straight away when I speak to the next Cineworld rep that tells me I'm not getting the money they took from my account without permission?
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