gamefly billed my account after i returned a game. This tied up funds in my account an delayed payments to other bills. Customer service very rude.
**** G: Hi there, my name is **** G. I will be assisting you today.
**** G: We refunded the game once it was received, please allow 3-5 business days for the refund to go through.
****: it needs to be refunded now
**** G: It has been refunded.
****: i should have never been charged
**** G: Your banks policy will depend on how long it will take to get it back.
**** G: It was charged because the game was not returned within the 7 days allotted to return your game.
****: yes it was
**** G: We attempted to contact you before charging and received no response.
**** G: The game was returned today.
**** G: Your account was cancelled 7-27
**** G: That is beyond the 7 day grace period.
****: thats your fault, processing. the game was returned the day i cancelled
****: i shouldd have never been charged
**** G: The charge was refunded today, you will see that reflect in your account within 3-5 business days. We attempted to contact you on 8-4 and 8-9, and with no response due to terms and conditions on the account we were forced to charge for the game.
****: did you not read the above statement?
****: the game was returned the day i cancelled
**** G: Yes, again we attempted to contact you before charging and you did not respond.
****: i should have never been charged
**** G: So we are forced to charge because you did not respond letting us know you sent it back.
****: i sent the game back, obviously you recieved it
**** G: Yes, we received it today,.
****: i should not have to wait 3- ddays for my money
**** G: well passed the attempts to contact and the 7 day grace period.
**** G: Your bank is the reason for the 3-5 day wait.
****: if i return something to the store, it's credited automatically
**** G: We immediately refund, your bank takes the time period to process.
**** G: Please contact your bank for that issue.
****: you should have never charged to begin with!!!!!!!!!!!!
**** G: We did attempt to contact you, we apologize if you did not receive that contact, as stated in the terms you accepted, we did have the right to force charge. And we did refund as soon as our property was returned.
**** G: Is there anything else I can help you with today?
****: the game was returnedd and you had the right to force a charge?
****: do you do this to everyone who quits gamefly?
****: charge them for the money in hopes they will miss it
****: then keep their money 5 days afterwards?
**** G: We do this when our property is not returned within the grace period and our attempts to contact to ask you if you returned the game to avoid being charge go ignored.
****: yes you can help me further by speeding along the transfer
**** G: Again, please contact your bank regarding the waiting period.
****: YOUR PROPERTY WAS RETURNED THE DAY I CANCELLED MY ACCOUNT
****: are you not listening?
****: i want my money back NOW!
**** G: Please contact you bank.
**** G: We have already sent the funds to your bank
****: this is YOUR fault, YOU charged me, YOU should be contacting my bank
****: telling them that it is YOUR fault
****: I returned the game
**** G: I apologize, do you need any help on any other issues today?
****: i needd my money back into my account, TODAY!
****: i need YOU to contact my bank
**** G: I have already assisted you with this issue, if there is nothing further, I will be disconnecting the chat.
****: i want to speak to a supervisor
**** G: We can contact your bank if you do not receive your refund within the 5 day period.
**** G: I am a supervisor here.
**** G: I can call you if you would like.
****: if you can contact my bank in 5 days, you can contact them today
****: I don't have 5 days to wait because of gamefly's mistake
****: and I doubt you are a supervisor, it's rare that you get a supervisor on the first call
**** G: No sir we cannot contact your bank for you.
****: you just said, you can contact them in 5 days
**** G: Yes sire we are extremely busy and I am
17.95 for poor customer service/miscommunication. I never received any e mail stating gamefly had not recieved my games. When I asked why they didnt call before they charged me, gamefly rep (******) stated "that's considered harassment"
Thank you for contacting GameFly. In review of the customers complaint, the following is a summary of interaction:
- Customer Reactivated account on 1/14/2014 under 1 game Plan for $16.33/month for 4 months and $17.15/month afterwards.
- Customer cancelled account via online option on 7/27/2014 while Game still rented out. (Per Terms of Service, if account is cancelled before game is returned, customer has 7 days from cancel to return game or account will be charged for replacement fee of game).
- On 8/1/2014, our Warehouse received sealed game sleeve for the game in question but the game was not in the sealed envelope. An email was sent to **********@aol.com advising the customer of the issue and a new postage free mailer was sent back out to the customer to return the missing game.
- On 8/4/2014 (8 days past cancel date), a secong email was sent to the customer advising of the cancelled account and non-return of GameFly property. Directions as to how to return the game were included
- On 8/8/2014 customer was billed $43.00 for replacement of game not returned
- On 8/9/2014 another email was sent to the customer addressing the same as previous email (13 days after cancel)
- On 8/13/2014 the customer contacted GameFly via chat and advised he needed a refund:
02:19:46 PM Hi there, my name is ****** G. I will be assisting you today.
02:20:25 PM ****** G: One moment while I review that please
02:21:54 PM ****** G: We weren't aware that NCAA Football 14 had been sent back originally as we hadn't gotten it nor a response to emails asking about it. Now that we know it was sent back I have issued you a refund for the full amount and your card should have that back to you in 3 to 5 business days.
02:22:16 PM **** : i nee it refundedd asap
02:22:38 PM ****** G: I just did.
02:22:42 PM ****** G: I can't control how long your bank takes to post it.
02:22:48 PM ****** G: Which will probably take a few days.
02:23:51 PM ****** G: On average they take 3 to 5 business days but hopefully your bank is as quick as possible.
02:24:28 PM ****** G: If you need it sooner the only thing I can suggest is calling them directly regarding their posting times. But it will take about an hour for it to filter through our system and start to be processed by your bank.
02:26:22 PM '****' disconnected ('Concluded by End-user').
The refund was granted on 8/13/2014 based on the customers word that it was sent back, without GameFly actually receiving the game.
On 8/13/2014 - the customer contacted GameFly chat again requesting an immediate refund per the customers conversation posted in their initial complaint. The conversation is cut off at the bottom of their post, but we show it ended with the customer requesting a direct phone call to handle over the phone. 2 calls were placed by a customer service lead to the customer but the calls were not answered. Another email was sent to the customer after he could not be reached.
8/13/2014 - customer called GameFly support and spoke to a representative. He demanded to speak to a supervisor immediately. The call was transferred and customer demanded immediate refund again. Our supervisor explained the refund was already previously processed but due to banks processing times it could take any where from 3-5 days for the customer to see it in their account. GameFly can not control when a refund shows in a customers account, however they were reassured that the refund was processed on our end and approved.
In summary, GameFly was in accordance to our public terms of service. The customer has already received a refund in the amount of $43.00 after GameFly property was stated to have been returned. Refunds normally do not get processed unless we have confirmed it's return however, a refund was issued as courtesy. GameFly will not be granting an additional $17.95 as that amount was due and billed for their normally month service fee while still using GameFly service on 7/13/2014.
If you have any addition questions or comments, please fell free to contact us.