Coinstar

Dear [redacted] , We have reviewed your concern regarding Redbox We are so sorry to hear you had such a negative experience upon calling us previouslyWe understand you wish to see a refund for the unexpected charges on your account, and will do our best to resolve these concerns for you Though we are unsure of the specific amounts you were seeing on your account, we know you are being honest about what the charges you are seeing and sincerely apologize if any misinformation or implications were provided when you spoke with our Customer CareWe do want all of your questions and concerns to be addressed when you contact us, and understand this wasn’t done when speaking to us previouslyWe value your time and understand the phone contacts were disconnected prematurely; we will look into your previous conversations with us to see what opportunities are available for our teamThank you for bringing these concerns to our attention, as we want each of our valued customers such as you, to be taken care of sufficiently Please recognize that you may see a preauthorization hold on your account anytime you rent with Redbox on the date that you rentAuthorization holds come from your financial institution to allow a transaction to go throughYou may see similar holds when you place a hotel reservation or purchase gasAny authorization should drop once the charge goes through for the business the hold was for, but authorizations can take 5-business days to fall offWe understand this amount was associated with Redbox, but we did want to ensure you reached out to your financial institution if you needed any more details, as these authorizations can come up for other retailers as wellWe charge once a transaction is complete to ensure we charge you for the proper amount of days titles are kept outWe show your most recent rental caused a charge of $6.96, though we do not see a refund processed on your accountTo apologize for the inconvenience and make up for the refund you were promised, we have proceed the refund of $for your movie rental transaction will reflect upon your account within 5-business daysWe give this time frame as we have applied the refund now, but we do have to account for your bank recognizing the refund and processing it through to your account As we want to ensure our charges are as clear, we do have rental receipts available by inputting your email address at the machine like you have for your transactionsYou can also view your rental history for any given card saved on redbox.com when logged in, under the “transactions” tab (rental history will only appear after a card is saved, and then will only display days of rental information)Please contact us right away if you have any discrepancies about what you are seeing on your receipts or rental history, as these will have the most up to date information regarding your rentals and the valid charges with Redbox We hope this information helps, and appreciate your continued supportIf you have any other questions or concerns, please do respond to this chain so we can best assist you Sincerely, Corporate Escalations:: Outerwall, Inc E: [email protected] Case [redacted] , Call ID [redacted]

Dear [redacted] ,We have received your follcomplaint regarding CoinstarExchange We see that our customerservice team approved a refund of $to you on 9/17/You can expect tosee that refund within 7-business daysIf you have any further questions about address it’s beingsent to, check #, etc please call our customer service team at [redacted] As your concerns have been addressed, we consider this caseclosedIf you have any other questions or concerns, please contactus.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted] , Call ID [redacted]

Dear Mr [redacted] , Thank you for the response to our recent correspondence We understand that you have read online about other consumers interactions with Coinstar ExchangeThere may be a misunderstanding or miscommunication about the error those customers received Sometimes the kiosk will provide customers an error message that states: “We’re sorry, but we are unable to accept your gift card today due to increased gift card activityWe take fraud very seriously and realize you have likely encountered this message in errorHowever, we would rather be safe than sorryYou're welcome to come back and try another day.” This is a generic response to a declined transaction and under this circumstance a customer is still able to transact with Coinstar ExchangeRegrettably, what you received is differentWe are no longer able to continue to authorize transactions under your accountWe understand it is an upsetting situation but the steps we have provided you to write a letter to the corporate address provided will be the fastest way for us to provide you with a resolutionOur Loss Prevention team would have the details of why you are no longer able to transact with Coinstar Exchange and make the determination of whether or not this can be adjusted Mr [redacted] , as we have provided you the details of how we can help to resolve this issue, it is at your discretion on how you choose to proceedUnfortunately if you choose not to send a letter to our Loss Prevention Team as previously requested we will be unable to provide you further assistance and Coinstar Exchange will consider this case closed If you have any other questions or concerns, please contact us Sincerely, Corporate Escalations:: Outerwall, Inc E: [email protected] Case [redacted] , Reference # [redacted]

Complaint: [redacted] I am rejecting this response because: This is not the resolution requestedI specifically said I wanted the card returnedAs there was a fail with your machineI have only a need for the card nowI said that from day oneI especially don't want almost weeks after the factEspecially in check formThis original transaction was supposed to be done in dayYou have crappy machines I get itI did not need the money days laterI needed the card days laterNow you sent me a useless checkSincerely, [redacted]

Dear Ms [redacted] We have recently received your complaint regarding the claimed shortage of $during your recent Coinstar transaction We sincerely apologize for the unsatisfactory experience you feel that Coinstar has given youYou stated in your claim that you requested a desired resolution of a full refund of the money you put into the machine as well as additional compensation The reported loss of any funds during a transaction is something that Coinstar takes very serisoulyWe understand that you are feeling like the kiosk did not count your coins accuratelyAfter you contacted us we did attempt to locate any damaged or dirty coins within the kiosk, and we are not seeing any errors through are systemsDid you check the return tray for any coin that might have been returned? Foreign, damaged, sticky or dirty coins are usually rejected and returned As we were unable to locate any additional coin and we were unable to verify an errors with the machine during your transaction, as stated previously we will need to wait until the coins are normally picked up and at the time we can audit the binsOnce the coins are counted by a 3rd party we will contact youIf we see an overage we will refund you the amount you are claimingAs stated in your previous interaction with us, the projected fill date of the bins is 11/and we should have the audit count back within a week of the fill date Our goal at Coinstar is to provide a convenient, reliable and accurate coin counting solutionOur field technicians regularly service, clean calibrate and test the kiosks to ensure reliability and high accuracy levels Ms***, at this time we have provided all of the information we have to assist youWe will be sure to get back to you as soon as we have any more information regarding the audit of the bins If you have any other questions or concerns, please contact us Sincerely, Corporate Escalations:: Outerwall, Inc E: [redacted] @outerwall.com Case [redacted] , Reference # [redacted]

Hi ***,We have reviewed your complaint regarding CoinstarExchange at this timeWe are certainly sorry to hear your gift card was lostafter being incorrectly inserted into the Coinstar Exchange machineDespiteour best efforts, we were unable to locate the card which is why we are unableto extend a refund at this timeUnfortunately, due to the place where the gift card wasinserted, we have no records of your gift card information, and when thetechnician reached the machine no voucher or gift card was found in themachine.We apologize for this outcome; however our bestrecommendation would be to work with [redacted] or the retailer where youreceived this [redacted] gift card to see what replacement options they have, ifany, as we are unable to refund for an item we do not have in our machines.We hope this is understandable and apologize again forthe disappointing circumstancesSincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase: [redacted]