I signed up for an account at an on-line dvd rental company call dvdsontap.com on 21 October 2003. They have a 2 week FREE trial period. I chose my first 2 DVD's which were apparently posted on the same day.

One week later I had not received the DVD's. I contacted the company via email (no phone number listed on their web site) and got a response straight away from a member of their customer services team, Ms R. She asked me to wait for a few more days, which I did. Thereafter, I had still not received the DVD's and my free trial was coming to an end so I sent off another email but didn't get the same immediate response.

I sent a few more emails but still got no response by which time my free trial had ended and they had charged 14.99 (one months rental fee) to my credit card.

On 17 November 2003 I sent another email asking them to either close my account of to post me a replacement set of DVD's which they promise they will do straight away if the original DVD's have been lost in the post.

A week or so later I received an email confirming that they had sent another set of DVD's. I waited for a few days but these didn't turn up either.

I finally got fed up and asked them to close my account. I asked for a refund of the 14.99 they charged me but they have refused. Surely this is unacceptable.

In summary, they have charged me 14.99 but have given me nothing in return. Had they responded quickly to my emails this matter could have been resolved within the 2 week trial period. I feel they deliberately delayed answering my emails so the free trial period would end and they could then charge me. Furthermore, they cannot provide any proof that they did post the DVD's.

I have now signed up to the on-line rental service provided by Blockbusters and have NOT has any problems with them.

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