Redbox Automated Retail

Dear [redacted] , We have recently received your complaint regarding RedboxWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you requested a desired resolution of being able to rent again at the box with your current card We have reviewed your interaction history with Rebox and do see that a request was sent to verify any issues preventing you from being able to rent at the box with your current debit/credit cardAfter looking into this further, we show that your account has unpaid fees that add up to the sum of $In these instances your financial institution declined the collection of the charges While we understand that the funds were “pending” or authorized by your financial institution, when the billing was processed for reasons that we do not have insight to the collection of the funds was denied by your financial institutionFor more information on the difference between the collection of funds owed and the preauthorized funds you would need to contact the customer service department associated with your financial institution Regrettably, because of the total balance owed, we are unable to reactivate your current accountYou are welcome to try renting with another card [redacted] , as your concerns have been addressed, Redbox considers this case closed If you have any other questions or concerns, please contact us Sincerely, Corporate Escalations:: Outerwall, Inc E: [email protected] Case [redacted] , Call ID [redacted]

Miss [redacted] ***,I am so sorry to hear that your card has been compromised Because this is a fraudulent issue with your card and we don't want this to continue to happen to you we have to refer you back to your bank to file a report with them Your bank will have a process to follow in order to help you with the funds that were taken due to this issue If your bank need specific information on the transactions please reach out to us and we would be happy to provide whatever information they need Thank you, Redbox Customer Care

Dear Ms***, We have recently received your complaint regarding the rental of Creed that was returned after you were billed the price for the maxim days rental We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you requested a desired resolution of a refund of the $you were charged for the disc or the disc to be returned to you For DVD or Blu-Ray rental Redbox has a maximum rental period of daysOnce a disc remains out of circulation for the maximum of Redbox bills for these additional daysWe apologize for any confusion, however the $you were billed for the rental is not a replacement cost but is the cost of keeping the movie for or more days plus applicable taxOnce the disc has reached the maximum rental period we do provide you with the option to keep the disc as it is considered a lossPlease understand that if Redbox did not place a maxium rental period on the rentals, rather than the $for the days you were billed for the disc, as it was returned on 8/you would have been charged for the additional days the disc remained unreturned which would have been and additional $ Regrettably, as stated in your interaction with us previously, we are unable to retrieve the disc from the box as it has been placed back into Redbox circulationWe do understand that mistakes happen and would like to help with some of the additional day chargesWe have issued you a refund of $You should see this process to your account within the next 5-business days [redacted] , as your concerns have been addressed, Redbox considers this case closed If you have any other questions or concerns, please contact us Sincerely, Corporate Escalations:: Outerwall, Inc [redacted]

Hi [redacted] ,I have refunded you for the remainder of the amount you were charged for the non-return There was a $refund previously given for this incident so I have refunded an additional $ Please let me know if you have any further questions/concerns.Thanks,Redbox Customer CareHeather

Hi [redacted] We reviewed your complaint regarding RedboxWe apologizefor the unexpected charges on your account and for any misconception regardingwhat options we have availableWe also apologize if our policies were notprevious clarified, however the reimbursement we applied for a return notshowing in our systems on your account in December was a one-time exception weplaced as we value you as a customer Wedo continue to value you as a customer; however we do have multiple systems onour end to check our returns and the rental on 4/is not showing as beingable to be rented by any customer’s since your transaction and the disc has notbeen found by a technician whom services the machine weeklyWe show you havean online account so you should be able to review your rental history and your emailreceipts to ensure you have records of what we haveIf you do not receiveimmediate confirmation of your return, we do ask that you contact our CustomerCare so we can troubleshoot and avoid any applicable chargesWe send emailreceipts and offer your online rental history as we do want you to have recordsof what we have, as we know unexpected charges are much less than ideal.We know mistakes can happen; if you do recover the disc at alater time let us know and we can see if we can compensate you to get the discback to usAt this time, the disc is yours to keep as the charge for thereplacement cost has been acquiredAs we have refunded you previously for the same issue andare still not showing this disc as recovered, we are unable to offer anyfurther reimbursementAs you are disputing the validity of these charges, youdo have the option to dispute the charge with your financial institutionWeappreciate your rentals with Redbox and hope for your continued support in thefuture Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.com [redacted]

[redacted] ,I am truly sorry to hear your privacy was compromised and someone has done this to you Rest assured you are doing all the right things in order to get your funds back by dealing with your bank They will have a process to follow to help you out If you need any information in regards to this transaction for the bank we would be happy to assistThank you,Redbox Customer Care

[redacted] ,I would be happy to look at your account again and see if we have located the discs or if I can do anything further to assist you In order to do so I will need the last four digits of the credit card that was billed along with the billing zip code Thanks, Redbox Customer Care

Complaint: [redacted] I am rejecting this response because: they are asking for information from me to proceed According to the Redbox website, Last PlayPass Points Earned: 5/28/ However, I do not remember any points being added to my account for awhile before that so I disagree, but I have no way of knowing when the last time I really earned points was If they would just give me the points I asked for this would be over already Thanks Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:the apolgy I'm seeking is not for the fraud chargesAs stated in my initial complaint, I was told I would not incur any penaltiesI did receive the penalties and had to cancel another card as a resultWhen I called the customer line about it, they denied the charges and said that's not the way they handle penaltiesI want an apology from a person, not a team for lieing to me about their actions and the inconvenience of being without my credit card for more than a week Sincerely, [redacted]

Dear Mr***, We have recently reviewed your complaint regarding your experience with your reservation attempt on 10/6/ We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you requested a desired resolution of a refund of a refund of the $to your account or the mileage expenses for the trip to the box for the unsucessfull transaction After reviewing your account information, it does appear that there was an unforeseen issue with your reservationWe are very sorry that this happened and understand the inconvenience it has causedIn looking at your transaction we do show that $was authorized to your account for the initial night of the rental but has not been chargedThe $should have credited or dropped of your account by now as it has surpassed the 5-business daysThe only other charge we show of $being collected from your account would be for a rental on 9/24/If you are still showing the pending balance of $on your account from the 10/6/rental attempt, you will need to work with your financial institution as Redbox has no control over the authorization holds and we have not collected on these funds In addition, we have added one rental credit to your Redbox accountIt is valid until 11/12/for the initial day rental of any DVD of your choice Mr***, as your concerns have been addressed Redbox now considers this case closed If you have any other questions or concerns, please contact us Sincerely, Corporate Escalations:: Outerwall, Inc E: [email protected] Case [redacted] , Call ID [redacted]

Complaint: [redacted] I am rejecting this response because Redbox stated that I was not charged $1.60, but I was Attached is a copy of my bank statement showing that $was withdrawn from my account on 11/27/ Also, attached is a copy of the email showing that this was to be a free DVD rental I would like the $credited back to my account Thank you Sincerely, [redacted]

Good Morning ***,I was able to locate your account Because you did have movies out for days you were charged a daily rental fee for all movies of $which is including any applicable state taxes the charges are valid This daily amount was agreed upon at check out.You stated that one of these were unplayable and since you have had some confusion on daily charges I would be happy to refund you for the full amount of that transaction which was $ You will see this reflect on your account within 5-business days Thank you for reaching out, Redbox Customer Care

Hi ***,I'd be more than happy to look into this for you Please send back the last digits of the card that was charged as well as the corresponding zip code This will help me locate your account and assist in the best way.Thank you, Redbox Customer CareHeather

Dear [redacted] ,We have recently received your complaint regarding theunreturned video games We sincerelyapologize for the unsatisfactory experience you feel that Redbox has given you.You stated in your claim that you requested a desired resolution of not beingcharged for the games.We checked the system and neither game has reappeared in thekiosk nor were they marked as being returned by the kiosk.As a one-time courtesy, both discs have been marked asreturned per your conversation with our customer service team.In the future, we recommend staying at the kiosk andensuring that you get a successfully returned message on the kioskIf you donot, please contact us immediately so we can prevent further charges to theaccount and also make sure the location is checked outWe also recommendsigning up for emails so you receive a return notification as soon as the discsare returned.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]

Complaint: [redacted] I am rejecting this response because: The courtesy they are referring to was their error over a DVD I returned, and they did not have a record ofI was not late in returning it The amount of late fees is astronomical, and I should have been given the option of keeping the DVDs I do not feel this is fair and if they consider this matter "closed", I would consider this to be very poor customer service, and I will never rent another Redbox movie and will be sure to advise my community of these monstrous fees with no option of keeping the DVD I have seen numerous complaints about this same issue of the fees, and if so many people are upset, it is time to take a look at these policies Renting from [redacted] and formerly from [redacted] when it existed never yielded such unfair practices and fees I request again that this policy be reconsidered and that some of this money be refunded

Dear ***, We have recently received your complaint regarding thecharge of $ We sincerely apologizefor the unsatisfactory experience you feel that Redbox has given youYou stated in your claim thatyou requested a desired resolution of a full refund.We do show the movies were rented on 8/and returned afterPM on 8/22, which is why you were billed for a day rental.Unfortunately, no refund can be processed to the accountbecause we have not collected the $yetWe have tried collecting on thebalance due every days, but have been declined every attempt we’ve madeOnce the charge is posted to the account, we’d be more thanhappy to apply the refund for the damaged disc.In the future, please contact us as soon as you notice adisc is damaged, so we can have it removed from circulation and also make surethat your account is refunded.Consumer Name, as your concerns have been addressed, weconsider this case closedIf you have any other questions or concerns, please contactusSincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.com [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Hello, The case was closed despite mailing a response in the time allottedI have included my response belowThis information was being requested by Redbox, in order to proceed with the handling of the complaintPlease affiliate this email address with the complaint, so that it can be dealt with electronically, if possibleThank youRevdex.comPO Box 1000, DuPont, WA 98327Ref: [redacted] Redbox Customer Care, Thank you very much for getting back to me regarding this complaintThe affiliated card is a VISA ending in [redacted] and the billing zip code is ***Please let me know if this is sufficient informationThank you, [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I am waiting for it to be completed Sincerely, [redacted]

Hi ***,I was able to locate the transaction that you are talking about and will escalate the request to locate your personal game to the technician If we are able to locate the disc we will work with you to return it I will contact you once I have heard back form the technician.Thanks for reaching out!Redbox Customer Care