Redbox Automated Retail

Dear ***,
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 a refund of $and $
After reviewing your rental
history of the two discs, we do show that one of the discs has been returned to a box and the other has notOur technicians inventory the boxes weekly and will check in the discs if found inside of the machine.
In your complaint you stated that discs were not returned until January 6th, Redbox’s maximum day rental period is days which was reached when you returned the discs on January 6thThe charge or each disc for each additional day is $As both discs remained unreturned for days the total charge of $is valid regardless of whether the discs showed returned or not
As Redbox values you as a customer we have offered you a refund of the $towards the additional day rental feesThe reason we cannot refund you $immediately is because we have not collected $from your accountWe would be happy to request that your invoice be closed but if we do so in order to continue to rent with Redbox you would have to rent with another credit/debit cardIn addition to this we although the charges to your account are valid we would be willing to refund you, $of the $that was collectedNot collecting $in addition to a $dollar refund would be equivalent to the $refund you were promised
In the future please remember that Redbox’s maximum rental period for any DVD or Blu-Ray is daysIf you keep the disc for days or more Redbox will consider the disc as non-returned and bill you for the days, at this point the disc is yours to keepTo avoid additional charges on the discs, all discs are due back to the box by PM the next day
If you have any other questions or concerns, please contact us
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***, Call ID ***

Dear ***,We have recently received your complaint regarding a problemwith your return. We sincerely apologizefor the unsatisfactory experience you feel that Redbox has given youYoustated in your claim that you requested the box checked out and to only becharged for a one-day rental We do
appreciate you letting us know about the box havingissuesWe’ve reported it to the technician in the area, so it can be checkedoutThe account has been updated with the return information so you aren’tbilled anything additionalSince you entered an email address, you will alsoreceive a receipt to confirm this information.In the future, please feel free to call us at ***or chat with us on our website when you have a problem with one of ourlocations.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: ***@outerwall.comCase ***,Call ID ***

Dear ***,
We have recently received your complaint regarding the charge on the account We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you
Per our phone conversation yesterday, the refund has been applied to the account
As your concerns have
been addressed, LOB considers this cases closed
If you have any other questions or concerns, please contact us
Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc
E: [email protected]

Dear ***,
We have recently received your complaint regarding the unexpected charge on your account. 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 the discs being yours to
keep after a certain point of timeWhen a disc isn’t recovered after the maximum rental period indicated on the box, you are responsible for the replacement cost of the discFor each day you keep a rental, you’ll be charged for your rental period + applicable tax up to the replacement cost (which occurs when the maximum rental period is reached). If you hold onto your discs for the maximum rental period (almost everywhere, that’s days for movies and days for games), you’ll be charged the maximum charge and the discs are indeed yours to keepIf a disc is returned after the maximum rental period it returns to circulation for others to rent, so we are unfortunately unable to retrieve the discs at this point
In most areas, the maximum fees are $+ tax for DVDs, $+ tax for Blu-ray™ Discs and $+ tax for video gamesWe do have rental receipts and the option to view rental history to keep track of your rentals and charges in the future, as we want to ensure our billing and transactions are clear for you, our valued customerYou can input your email address at the box to receive rental receipts, or save your card information onto your redbox.com account to view your rental history online under “My Account" and “Transactions.” For the least charge, we recommend returning as close to the 9PM following day return time, otherwise you are charged for each night you keep out the disc
Your discs were a day shy of the maximum rental period, so you were not charged the full cost, though you were very closeThe discs were rented on 4/7/8:PM and returned on 4/23/5:PM for a total rental period of daysAs we value you as a customer and appreciate you returning the discs back to us, we have refunded half of the charges for an amount of $This refund will reflect upon your account within 5-business daysPlease recognize we may not be able to extend such reimbursement in the future, as the rental terms have been clarified at this time***, as your concerns have been addressed, Redbox considers your case closed at this time
If you have any other questions or concerns, please let us know
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***, Call ID ***

Dear *** * ***, We have recently received your complaint regarding chargesyou claim to have been wrongfully charged and your discussion with the managerof the Illinois officeWe sincerely apologize for the unsatisfactoryexperience you feel that Redbox has given youYou stated in your
claim thatyou requested a desired resolution of a $refund as well as personalcompensation. Rentals were made using your card which is why you werechargedAs far as your discussion with a manager at the Illinois location, weare not showing history of calls under your name with anybody at that location. We do understand that you would like a refund of $andpersonal compensationHowever, we will not be able to provide this for youAswith any fraudulent charges, the issue must be taken up with your bank/cardissuerWe also see that you claim to have never rented with us before, but bylooking up the email address provided, we see many rentals under your name To avoid this issue in the future, we recommend keeping yourcards in your possessionThe only way to rent with us is by physically havingthe card swiped when picking up rentals from the boxIf you did not make thesecharges, this means that someone else had to have had your card in theirpossession. Richard, as your concerns have been addressed, Redboxconsiders this case closed If you have any other questions or concerns, please contactus. Sincerely, Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase ***

Revdex.com:No choice but to be satisfied with what REDBOX will call a partial payment, REDBOX tried to withdraw money from the account on yesterday and could not So, thank you for this response after the payment was rejected.
Sincerely,
*** ***

Dear *** ***,
We have received your complaint regarding a unexpected charge processed on your accountWe sincerely apologize for the unsatisfactory experience you feel that Redbox has providedYou stated in your claim that you requested a desired resolution of receiving a refund in
the amount of $due to a disc not being registered as returned properly
We were able to review this a bit further and noticed that the disc is not reflecting in our inventoryGoing forward, please make sure you see the "thank you" screen on the machine before walking awayIf there is a disc return error, you will not see the "thank you" screen and the disc will come back outThere are multiple reasons why this may happen which can include the disc being placed into the machine backwards or an empty case being returned
As we value your business, we have processed a refund in the amount of $back to your accountPlease allow 5-business days for this refund to post back to your account
***, as your concerns have been addressed, Redbox considers this case closed
If you have any other questions or concerns, please contact us
Sincerely,
Tiffanie
Corporate Escalations: Outerwall, Inc
E:[email protected]
Call ID ***

Dear *** ***
We have recently received your complaint regarding being for a Redbox movie that you did not rent. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your complaint that you would like a refund of the $you were
charged
For a rental transaction to be complete and the disc to vend from the box your physical card must be swiped at the kioskRedbox attempts to collect on any rental charges as soon as a disc is returned or once it has met the maximum rental periodIf we are unable to collect on a charge, we will continue to try to collect the fund owed weekly for up to months
As you stated in your claim that you did not rent the movie that you were billed for, you have indicated that this is a fraudulent charge to your accountAs the charge has been associated with fraudulent activity Redbox is unable to adjust itWe recommend that you contact your financial institution immediately to dispute the charge and for the security of your accountYour financial institution should have a process for assisting with fraud chargesWe will be happy to provide you with any information you need about the charge to take to your financial institution
*** *** as any unauthorized or fraudulent charges to your account will need to be settled with your financial institution, Redbox considers this case closed
If you have any other questions or concerns, please contact us

Dear ***,
We have recently received your complaint regarding 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 $
It appears that the disc wasn’t found by
our technician when the machine was checked out, so you were charged for the additional daysThe total charge of $includes the initial day charges for rentals in the amount of $We show our team has refunded $which was processed on 1/The difference for the purchase of the disc is $and we’ve gone ahead and applied a refund on thatYou should see both refunds post on the account within 3-business days
As your concerns have been addressed, we consider this cases closed
If you have any other questions or concerns, please contact us
Sincerely,
Courtney
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***, Call ID ***

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

Hi ***,We have reviewed your complaint regarding Redbox and itappears your issue has been resolved at this timeA refund of $was applied on your account on 7/6to assist with the charge in questionA refund can take 5-business days toreflect upon your accountWe have email receipts and
the option to view yourrental history online, as we wish for you to have records of your charges aswell as what we have for your rentalsIf you need any assistance in setting upthese features, please reach out to our Customer CareIf the charge we assisted in refunding caused youroverdraft fee, your financial institution may be able to reserve the feesknowing our refund is on the way Weapologize for this situation, however we are unable to adjust overdraft fees asRedbox does not collect these at this timeWe wish you the best with yourfinancial institution, and hope this refund is of help.We thank you and your wife for your time and continuedsupport. Sincerely, Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase***, Call ID ***

Dear Mr***,
Thank you for your prompt replyAs Redbox is an automated retailer, regrettably we have no way of preventing another person from swiping your card at the box to rent discsWhen the card is swiped at the box, our billing system does attempt to authorize your account and the card issuer is who approves or declines the transction attemptAs forementioned when a card is reported as lost or stolen, usally the card issuer or financial insistution assists with any charges that are fraudlent as a result of charges being collected after the card is reported lost or stolen
We are happy to continue to research this for you and provide you any information to take back to the card issuerUnfortunately, with the information you provided we are unable to locate a charge in the amount specified in our system associated with the last four digits of your card and your name
To further assist at looking int this charge, can you please let us know if there is any other name associated with the card or the name of the card issueSometimes when the cards are prepaid they come up in our system with the card issuer nameAt your convenience please provide this information directly to our email address [email protected]
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, *** ***

Hi ***,
We are happy to look into this issue for you and see what we can do to resolve it for you. We will need a couple of pieces of information in order to look up your account. Could you please provide the last four digits of your credit card number and your billing zip code in
which you received these charges? We look forward to working with you
Thank you,
Redbox Customer Care Team

Dear *** ***,We have recently received your complaint regarding your recent rentals not being marked as returnedWe 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 for
your rentals.After reviewing your transaction, we see that you rented out three discs on 10/8/These discs were not marked as returned before the day rental period was upWe do show that two of the three discs were rented back out, but it was far after the day rental period endedAs a one-time courtesy, you were issued a refund for half the amount of the total rentalsPlease note that this is not something we do for valid charges, but did make an exception for youDue to this, we will not be refunding you any additional amounts.In the future, please sign up for email receiptsBy doing so, you’ll receive an email within hours of making your returnIf this email is not received, we are always happy to look into the situation and help you out that the timeHowever, once the rental period is over, there is nothing we can do.Sandraya, as your concerns have been addressed, Redbox considers this case closedIf you have any other questions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [email protected] ***, Call ID ***

Dear Mr***,
We have recently received your complaint regarding charges debited from your account by Redbox for unauthorized rentals. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you would like to have
someone from Redbox contact you directly, we will be happy to have someone contact you as soon as possible
Please understand as provided in the information on your previous contact on 11/17/we request that for any authorized or fraudulent charges to your account you contact your financial institution immediatelyRedbox is unable to refund charges that are claimed as unauthorized or fraudulent to your account as your financial institution has an internal process for handling these claims as well as reimbursement of funds
At this time using the information you provided, we have not been able to locate any rental transactions with a credit/debit card associated with your nameWe are happy to provide you with any information you or your financial institution needs regarding the rentals but must be able to locate the transactionIf you require this information in order to attempt to locate the transaction we will need the following information:
Name as it appears on the card
Last four digits of the card
Billing zip code associated with the card
Mr***, at this time as we have addressed all of your concerns Redbox now considers this case closedIf you have any other questions or concerns, please contact us
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case *** , Call ID ***

Hi Matthew,I just heard back from our team and your account has been reactivated. Thank you for your patience,Redbox customer service

Hi ***,We have reviewed your complaint regarding RedboxWeapologize for any confusion regarding our nightly rateWe strive to be anaffordable, convenient, and enjoyable rental optionAs long as discs rentedwith Redbox are returned by 9Pm the date following rental, only a one night chargeis
acquiredWe understand events in life come up, so if anything prevents youfrom returning discs contact our Customer Care to see what we can do to adjustchargesWe do have rental receipts and the option to view your rental historyonline, as we want to ensure our charges are clear and that you have records ofwhat we have for your rentalsWhen you create an account at redbox.com,you can see your rental & return history anytimeTo get started, go here: https://www.redbox.com/register; youcan also input your email address when you rent to receive email receiptsWe understand you felt you were charged extra, howeverwe charge after a transaction is complete for all nights acquiredWe want toassure you the $was a total chargeIf you look back at your bankstatement for the day the discs were rented, it’ll probably show apreauthorization for the initial night of $3.75, which is a “pending” hold thatyour bank will release in 5-business daysThese just allow the transactionsto go through without you having to be charged twiceWe have provided areceipt of the transaction you contacted us about for further clarification: Your rental of a A DVD and a Blu-rayRented together on: 5/25/8:42PMReturned on: 5/26/20159:PM & 5/26/12:PM respectivelyInitial Day Charge: $3.75Additional Day Charge(s): $1.61For a total $charge on 5/27/15Please note: The dates above may appear differently on your credit/bank cardstatementAs we value you as a customer, we have refunded theentire charge of $This will reflect upon your account within 5-businessdaysIf our initial charge caused an overdraft fee, you would need to reachout to your financial institution as we do not charge overdraft feesIf youinform your financial institution that your refund is on the way, they may beable to assist with the fee incurred from this chargeWe are happy to see you were able to enjoy the previouspromo code issuedIf you are interested in more deals, feel free to see whichoptions we have available at http://www.redbox.com/dealzoneWe hope this response is of help and do strive for yourcontinued supportPlease reach out if you need anything further. Sincerely, Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase***, Call ID ***

Complaint: ***I am rejecting this response because:
I received the overdraft fee due to an erroneous charge on behalf of Redbox. I was told my card would not be charged double, and in deed my card was charged double. As of now I have not received any refund what so ever.
Sincerely,*** ***

Dear ***,
We have recently received your complaint regarding Redbox. We sincerely apologize for the unsatisfactory experience caused by the delayWe understand you have been awaiting information about being able to rent with our machines
We certainly apologize for the concern
being unable to rent has caused, and want to assure you that we do value you as a customer, as well as your continued supportWe are not showing any reason as to why you were unable to rent previously and want to extend our apologies for any errorWe have issued you a free rental Credit on your account to make up for any inconvenienceInstructions on how to use your rental Credit have been sent to your email separately
We hope this information helps and that you are able to rent with ease nowIf you have any other questions or have any difficulty in renting in the future, please let us know
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
*** *** *** ** ***