Redbox Automated Retail

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]
*** *** *** ** ***

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,*** ***

** ***I'm so sorry for all the trouble you have had to go through on this transaction I see that you are a loyal customer of ours and we in no way want you to feel that we are not trying to resolve your issue I understand that the refund seems that it took awhile to get back onto
your card, with our automated billing system refunds are batched out daily and sent to the bank then the bank process' it back onto your account I do see that you have received your refund and I'm glad about that but I can understand that you have made alot of effort to get this resolved Because you are such a great customer I have sent you promos to your email *** I hope you have a great Monday. Redbox Customer CareHeather

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 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 ***

Dear ***We have recently received your complaint regarding the additional charge made to your card. 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 full refund.We would need
more information to further process this concernPlease send us an email to [email protected] with the last digits on the card used to rent, the billing ZIP code and the amount of the charges you’re disputing.If you have any other questions or concerns, please contact us.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [email protected] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, I would like an email confirmation when my account is officially closedThank you
Sincerely, *** ***

Dear ***,
We have recently received your complaint regarding Redbox billing. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you
Our records indicate the game was rented in December and doesn’t show as returned within the day maximum game
rental period. Additionally the disc doesn’t show as returned as of today. Our field technicians check the boxes weekly, nationwide, and didn’t come across this disc, on several weekly attempts since the time of your rental. Due to this, the charges for this transaction are valid.
Redbox offers you the opportunity to add an email address when renting. If you add it, you’ll get instant email receipts for each rental and return you make. If you add your email address, and don’t get a receipt upon return, please let us know at that time, and we’ll be happy to look into the situation before any billing occurs
***, 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 ***

Complaint: ***I am rejecting this response because:
Here is the original email with the order number. I am the one that placed the order. I sent it to *** but it may have been applied to that account, ***, *** (I believe I updated this to *** so should be same account) or ***
They can't ever remember their password/username or any of the reset/security questions when out and about, other than the mobile app. I do know at least a couple of times it has been used, but don't know what the current balance is. I also couldn't find a way to reply to the complain online other than to "accept" or "reject" and also was warned that any response must be publicly available, so not to include any private information. Obviously, the reply required, requires such information

Dear Ms***,
We appreciate your prompt responseWhile we understand you made an attempt to return the disc, it is an unfortunate circumstance that an empty case was returned insteadOur records indicate that your email address is associated with the transaction and upon successful return of the rental you would have received a return confirmationAdditionally, you would have received a billing receipt when the funds were collected from your account
When a disc remains out of Redbox circulation for the maximum of days Redbox then stops the additional day billing on the rentalYou are not billed for any more additional days if the rental is returned
In looking at your interaction history, we do not show that any information was logged about a call in regard to the charge for the rental previous to 9/6/As you chose to dispute the charge as fraudulent with your financial institution we are not able to process a refund for the additional daysAlthough a mistake, as the disc remained in your possession for over days the charge is valid for the amount of time the disc remained out of Redbox circulationAs the disc is still in your possession it is yours to keep
Ms*** as we have addressed all of your concerns, and have no additional information to provide Redbox now considers this case closed
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***, Call ID ***

Dear *** ***,
We have recently received your complaint regarding your recent service experience with Redbox and the return of your personal disc. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you would
like your personal disc back within the week or reimbursement for your personal disc
We are very sorry to hear that your personal disc was mistakenly returnedThe information that was provided to you in your previous contact with us was correctAs the box is unable to recognize, track and identify non-Redbox discs we cannot gauruntee that it will be able to be retrivedPlease keep mind that Redbox isn’t liable for personal items that are returned in errorIf the game is not located by our technician we will not be able to provide compensation for it
Regrettably, there is no way for us to expedite a technician to retrieve your gameWe have sent them all of the information we have to assist in looking for the game and we will do our best to locate it for youAs soon as we have more information on whether or not the disc was located we will contact you promptlyYour contact information has also been provided directly to our technician and they may reach out to you directly
*** *** as forementioned, we will contact with you as soon as we have additional information to provideWe appreciate your patience as we work to help
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, *** ***

Dear *** ***,
We have recently received your complaint regarding the billing for your Redbox rentalsWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you would like yout money refunded to you
We apologize
for any misunderstanding about the Redbox billing and authorization processWhen your card is swiped at the box, your account is authorized in the amount of the initial night rentalThe authorization is a hold of the funds while your financial institution awaits the final billing from the merchantThese usually reflect on your statement as pending charges and should be credited back within 5-business daysYou can find more information in our FAQs by visiting https://redbox.custhelp.com/app/answers/detail/a_id/623/kw/authorization
Once all the rentals for your transction have been returned Redbox then bills for the rentalsAny time that Redbox attempts to bill your account for a rental transaction, an email is sent to the email address provided during your transaction at the box
If you are still seeing pending funds from Redbox on your account and it has been longer than 5-business days from the date you initially rented with Redbox, we encourage you to contact the customer service department for your financial institutionRegrettably, Redbox has no control of the authorizations to your account
If you would like to provide specific amounts and the dates the charges posted to your account we would be happy to provide any additional information you need
*** ***, 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 me
Sincerely,
*** ***

Dear Mror Ms***,
We have recently received your complaint regarding your recent charges from 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 the
money that was deducted from your account
After reviewing your transaction history with Redbox, we have been able to locate the charges to your account as valid for the rental of the DVDs you made on 7/27/5:PMOur records indicate that you were charged for the maximum rental period of the discs
The maximum day rental period for movies from Redbox is daysIn most areas, those fees are $+ tax for DVDsSince you had DVDs that were not returned until after the maximum rental period your total charge for the rentals is $
Redbox’s automated billing system attempts to bill for rentals upon the return of all rentals in a transaction or once they have exceeded the maximum day rental periodIn this instance we initially attempted to collect the $on 8/31/but were not able to collect the full amountRedbox will continue to bill for any remaining balance associated with a rental transaction until the charges have been collected in full, the system has exhausted the maximum amount of collection attempts or we receive a hard decline on the collection attempts from your financial institution
If you enter an email address during your transction, we will send out an email any time we successfully bill your accountUnfortunately, since an email address was not provided we have not been able to communicate this information to you
To date out of the $from the rentals in July we have only been able to successfully collected a total of $The successful collection attempts on the balance are as follows:
8/31/$
9/2/$
10/1/$
At this time there is still an open invoice for this transaction with a balance owed of $Redbox will continue to attempt to collect on this balance
Mror Ms***, as your concerns have been addressed, Redbox considers this case closed
If you have any other questions or concerns, please contact us
Sincerely,
Tessa
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***, Call ID ***

Dear ***,We have reviewed your complaint regarding Redbox Gifts.We apologize that you have been unable to enjoy your gifts, as these promocodes certainly should not expireWe also apologize that your issue was notaddressed upon initially contacting us, however we referred you to the RedboxGifts
department as they are able to best assist with these issues and areunfortunately not available via chat.We request that you send over each of your promocodes, so that we can verify which ones have been used (if any) and replace anythat you are having any difficulty usingIf you could please send over thesepromo codes to ***@outerwall.comwith the reference number *** we can work into further resolving this issuefor you. Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase***, Call ID ***

Dear Ms***,
Thank you for your prompt responseWe were able to review your account and do see that there was a charge attempt for $for rentalsIn our system when we originally reviewed the transcation it did not appear that the discs actually vended as it would not allow us to make any changes to the transction as we did for the other to prevent the automated billing, which is why the information was provided to you that you would not be billedNormally, when a disc is not vended no charges process
After reviewing the transaction, it looks like we attempted to collect the charge however it was unsuccessfullThe invoice for the charges is closed with the uncollected balance and we will not continue to attempt to collect on the charge
Ms***, please accept our sincerest apologies for any inconvenience this has caused you and for the misunderstanding on our end in the information we provided
If you have any other questions or concerns, please contact us
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case *** , Call ID ***

The discs were not returned prior to the day maximum rental period. Although the charges were valid we have forgiven the uncharged amount due to the discs being returned after the maximum rental period. If you have disputed this charge as unauthorized with your bank customer service no longer would be able to provide a refund even if applicable due to the fact that the bank will now be disputing with our loss prevention team. Regards, Redbox Customer Care Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Just an added suggestion to Red Box if the card reads malfunction when the weather gets very bad/cold/rain/snow/dirt etc, maybe you can have "chip readers" installed on the kiosks?
Sincerely,
*** ***

Hi ***,
I apologize that your recent contact with our Redbox Care Team was not up to your standards. We definitely want you to be satisfied with our performance and we thank you for reaching out so we can ensure that the agent(s)who took the call gets the appropriate coaching/training
needed to perform these calls successfullyThe team has already given you a refund of the full amount of purchase for the transaction as well as two credits to use the box again for two free rentals. I see in your complaint request you would like $15. Because this is well over the amount of purchase I feel that maybe I may be missing something since you have received a refund for the unplayable as well as credits for the inconvenience. Could you please explain to me if there are additional fees you incurred that we have not already taken care of for you? I'd be happy to look into those as well
Thank you,
Redbox Customer Care Team