Horrible customer service

[josesj]

Worst customer service. Charged $25 for Thor, which I didn’t order or watch. Took over 2 hours in what is jokingly called customer service queues. Apparently this was ordered on the same day as my mother’s memorial, at a time that I was sitting in the backyard with a few guests. Waited 20 mins to speak to first person who transferred me to the wrong dept. took 40 mins to speak to someone who then transferred me to the “right” dept. waited 45 mins more to be told they couldn’t reverse the charges or give me a credit. Been a loyal customer for over 20 years! 

***Edited Labels***

[RogersZia]

Good afternoon @josesj,

Welcome to the Community!

I am sorry to hear about your mother. Thank you for sharing your recent experience with us. I realize the wait times have been less than ideal lately. It's hard to invalidate movie charges as the system does indicate how the movie/event was ordered. I am sure my colleagues would have tried their best.

For future reference, please remember you can reach out to us via social media or Community Forums to avoid waiting a long time on the phone. Thank you for being such a long time customer!

RogersZia