Redbox Automated Retail

Dear Ms***,
We have recently received your complaint regarding not being able to return the Redbox movie you have for a refund and that no one has contacted you back regarding the charge as promised previously
As you disputed the charge for the unreturned Redbox rental and your
financial institution found it to be a valid charge, unfortunately we are unable to provide a refund for the chargeWe can assure you that your information has been sent to our security department for someone to contact you to provide better detail of this processSomeone should be getting in contact with you within the next business days
Please understand that the charge that was deducted was not as a replacement charge for the rental but for the additional days that the rental remained out of Redbox circulationThe Redbox billing system charges for the additional days after a day maximum rental periodAs you have been charged for the maximum days rental, Redbox now considers the disc a loss because it has gone so long without being returned and it is yours to keep
Ms***, please allow the next business days for a member of our security team to get back to you regard to the charge disputeIf you have not heard from anyone within this time frame please contact us back and let us know
If you have any other questions or concerns, please contact us
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case *** , Call ID ***

Mr***,I apologize for what has been a grueling process for you. These types of situations definitely should not take this long or make you feel like we do not care for you as a customer. I assure you I did see that the refund was processed however there was an error in the system
that caused it to be stuck. I have escalated this up to my software support team. If there is any other answer then the refund back onto your card I will reach out to you. Otherwise please expect the refund of $back onto your card. Thank you for your tireless patience, Redbox Customer Care Team

Hello ***,
Redbox would be happy to work with you in regards to settling an amount to refund due to the discs now showing as being available in the box. Please follow up with a response of how many days you did have the discs out and we can go from there. We definitely thank you for
reaching out and look forward to resolution on this
Redbox Customer Care Team

Dear Ms***,
We have recently received your complaint regarding the concering charges to your accountWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youRegrettably, without additional information of what charges you are seeing and for what
date is is not possible to provide you any information
What we can tell you is that when your card is swiped at the box or a reservation is placed online the transaction is authorized through your financial institution for the intial day rentalRedbox cannot authorize your account unless the card is physically swiped at the box or your credit card information has been applied to an online accountRedbox is unable to bill for any transations unless your card has been physically swiped at the boxAs the billing system is automated your card information is validated in order to bill appropriately onces the discs are returnedOn a customer service level we have no access to see your full card number and do not recommend that it is provided over any type of interaction with us
Any authorization to your account for the initial night usually drops off within 5-business days after the billing is collected on the rentalWhen all of your rentals associated with your transaction are returned to a box your card is billed for the initial day of the rental and any additional days if the disc(s) is kept outIf we are unable to collect the funds once the rentals are returned we will try again on a weekly basis until all of the balance owed is collected, the automated billing system has exhausted all of it’s attempts or your financial institution declines the release of the funds
If you have charges to your account from Redbox that you did not authorize at the box we recommend to contact your financial institution immediatelyWe are happy to provide any information you need about the rentalsIn order to provide you additional information on the charges you are seeing we will need the following information:
The date of the charge and the amount charged
The last four digits of the card that was billed
The billing zip code associated with the card
The name as it appears on the card
Ms***, we are happy to continue to look further into this for youPlease send an email with the additional information requested to [email protected] and we will assist in providing any information we have in regard to the charges you are seeing
If you have any other questions or concerns, please contact us
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case *** , Call ID ***

Hi ***,I am definitely sorry you have not received resolution to your problem. I definitely can look for the transaction in question however if it was a fraudulent charge your bank will be the contact you will need to speak with. They will know what to do to resolve this matter for
you. If you are still needing information on the transaction please send me the last four of the card that was charged and the billing zip code. I will also need to know the name of the person on the card. Thank you, Redbox Customer Care

Hi ***,We have reviewed your complaint regarding RedboxWeapologize for the experience you had with Redbox Customer CareWe strive tokeep our systems up and functioning, and want to assure you that we would haveprovided any information to take care of your concern, given the option was
available.Our DVDs now are $1.50+tax per night (with the rate forBlu-rays being at $2+tax a night, and the rate for Video Games being $3+tax anight), so we also apologize for any confusion regarding our rental pricesItappears the charge in question was a total charge for discs rented overmultiple nightsWe have sent an email receipt separately over to you forbetter clarification, to keep your information secureWe hope this informationis of assistance, but we have also given you free rental Credits, validtoward future movie rentals to make up for the delay you experienced.Thank you for your time and continued support.Sincerely, Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase*** *** ** ***

Dear *** ***,
We have recently received your follow up complaint regarding Redbox billingWe 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 in addition to the refunds already processed for these transactions
We've reviewed the screenshots you sent, and want to note that these aren’t the titles you selected, and once you click the add option to rent, you enter into the Redbox rental agreement. This will be reflected at the checkout page as well. You wouldn’t have been charged the amount you expected to pay for the sale price, because the rental option was selected. It’s always best to review your total at the checkout screen, as this will also note if your transaction is a rental or purchase, and will note the terms for rentals as well. There wasn’t a Redbox error, because you chose the add button yourself, despite this, we did process partial refunds for the games, but no further refunds can be offered
***, 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 ***, Call ID ***

Morning ***,I'm happy to look into the account and see if there is anything further I can do to assist youIn order to do so I will need the last four digits of your credit card and your billing zip code Thank you for reaching out and I look forward to hearing back from
you. Redbox Customer Care

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

Dear *** ***,
We have recently received your complaint regarding a charge for unplayable rentals from Redbox. 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
$
Our records show a refund of $has been set up, but there’s still a balance from the transaction. In order for the refund of $to be processed, the full amount would need to be collected, and our automated billing system will check weekly to do so. Once it’s collected, the refund will automatically reflect on your bank statement within 3-business days
We’d also like to recommend cleaning your DVD player, as one of the rentals you noted was unplayable was not rented before you, which means it was a brand new disc. This might help with issues with future rentals
***, 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 ***, Call ID ***

Dear ***,
We appreciate the further clarification of the charges that were collected from your accountWe are certainly willing to uphold the promise of the $refund that was agreed uponWhat we can do to expedite the process is issue you a refund of the $that was charged on rental of the single disc transaction and then close the invoice that still has the outstainding balance of $This would total $
Please understand as mentioned before the charges for all three of the dics are validAlthough we have the discs back, the charges accrued are for the days that the discs remained unreturnedEach day the discs were out you were charged $per day per discThe refund is a one time courtesy to you as we would like to retain your businessAdditionally, please be aware that if you opt to have the invoice closed preventing us from collecting the additonal $you will no longer be able to rent using the credit/debit card associated with your account and will have to rent with another card
***, we are doing all we can to provide you assistance in this matter by going outside of our compensation policy to provide you with a refund for the charges that were accrued for the days you kept the movies out for rental
Thank you,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case *** , Call ID ***

Complaint: ***I am rejecting this response because: I sent the info I did see the secondary email, how much longer is this going to take I do not want to be charged for games I do not haveIn you first replay you said I do not want to be charged for the additional days the gamed were out, it is I do not want to be charged for games I no longer have and have already returnedIf I see the charge on my card for the games I will be opening the additional complaints I previously statedThank you for yourSincerely,*** ***

Revdex.com:The last digits on my card are *** and the billing zip code is Please let me know about this because I was charged 80$ on my card in overdraft fees last week because of themSincerely, *** ***

Dear ***We have recently received your complaint regarding the two unreturned movies. We did further research on the location reportedWe don’t see any phone calls reporting issues with the location, nor do we show any problems during the time frame of the returnThe refund was issued on 10/31/and was successfully posted to the accountIf you did not receive the refund, we recommend checking with the bank directly as our system shows the refund cleared.Since the discs do not show up in our system and this was a courtesy refund and not a Redbox error, we aren’t able to reimburse for Overdraft FeesWe recommend contacting the bank and asking them to reverse them since the charge was reversed on our end.As as your concerns have been addressed, we consider this case closedIf you have any other questions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [email protected] ***, Call ID ***

Dear ***,
We have recently received your complaint regarding the charges billed for your recent Redbox rental as well as the service experience you received. 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 for the additional days you were charged
Our system does check in discs when the barcodes are scanned going through the systemAt this time we show that the discs were recognized as checked in on 4/9/at 8:PM to the same Publix you rented from on *** *** *** *** In addition to this, we do not show that the discs were located in the box by a technician or mistakenly returned backwards
We understand according to your claim that there is a discrepancy in the return dateRedbox values you as a customer and we have reimbursed you for the additional days you were charged for the rental in the amount of $You should see the credit to your account within the next 5-business days
In regard to your service experience we will ensure that the feedback you provided is passed along to the appropriate parties here with Redbox for review
We certainly want to retain your business and for the future recommend that you enter your email address at the box during your rental or create a Redbox.com accountWhen you enter your email address during your rental you will receive rental confirmations, return confirmation and billing receiptsIn addition with a Redbox.com account and profile you can track your rentals and returnsThis will allow you to know immediately if something went wrong with your return so we can address the issue as quickly as possible
***, 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]
*** *** *** ** ***

Dear ***,
In your initial response, you noted you had previously spoken to customer service Did they provide you with a reference number that you can pass along to us?
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***

Hi ***,We have reviewed your complaint regarding RedboxWecertainly apologize for any discrepancy you have against what our records showfor the discs that you were charged forOnce you save your card to youraccount, you can view your rental history at any time at redbox.com under the
“Transactions”tabYou can also input your email address once you rent to receive emailreceipts, as we want you to have records of what we are charging you and whatyou are being charged forIn order to get the best discounts and to see whatdeals we have coming up, you can check out the Redbox deals page here: http://www.redbox.com/deals As we value you as a customer and understand that youbelieve these discs to be returned we have refunded you the entire amount of$This will reflect upon your account within 5-business days; howeverwe will not be able to extend any similar reimbursement in the futureWe hopethis is understandable and appreciate your patience while we straightened thissituation out for you. Sincerely, CorporateEscalations:: Outerwall, Inc.E:***@outerwall.comCase ***, Call ID ***

Hi *** ***,I'd be happy to look into this for you. Would you please send me the last digits of the credit card charged and the billing zip code associated with it. This will help me identify which card was charged. In looking in the system you have several different cards
that you use with us so I just want to make sure I'm looking at the right transaction. Thank you, Redbox Customer CareHeather

Dear Mr***,
We have recently received your complaint regarding the recent charges your accountWe 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 full refund as well as a
refund of the overdraft fees to your account
Redbox billed $for the game that you rented as our system did not show it as returned to any Redbox location or rented again to any Redbox customersIn addition to this our technicians inventory the boxes weekly and if the disc was found they would have checked the rental in appropriately
As we do value you as a customer Redbox has refunded you the full amount of the cost of the rental as of 3/3/in the amount of $You should see the funds returned to your account in up to business daysAs the overdraft fee is something that is collected by and paid to your financial institution regrettably it is not something that Redbox can provide a refund forAs Redbox has refunded you the charge of $we ask that you work with your financial institution for a refund of the overdraft fee they assessed when the charge was collected
Any time you rent with Redbox we recommend that you enter your email address in at the box or create a redbox.com accountWith this you will receive rental and return confirmations as well as a receipt when your disc is returned and when Redbox attempts to billWith the Redbox.com account you can also see if the disc was checked in appropriately as wellIf you see any errors with your disc at the time of return or do not receive a receipt we recommend that you contact customer care immediately so we can assist you immediately
Mr***, 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 ***, Call ID ***

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