Redbox Automated Retail

Complaint: ***I am rejecting this response because:
I always place the dvd inside its case after viewing. I already checked my dvd player while I was on the phone with the representative, it was empty. I also had just cleaned my vehicle a few days prior and vacuumed under all the seats, etc. No disk was in my vehicle. I absolutely remember returning both dvd's rented during that time period together as I most always do. I have no dvd's of my own. There is no way to mix them up, and if that was the case I am sure you would have discovered a strange dvd in your case without a number. Is it possible the number/barcode got scratched off and the machine cannot read it? I cannot think of any other sane scenario why this disk cannot be found. I am hopeful that at some point when all these movies come in and a new batch goes out that it will be discovered. I am not a dishonest person. If I do come across it at home or whatever the case may be I will have to say I will notify you, but I do not feel that this will be the case. 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

We are unable to locate your account by the email address listed. Please send us an email [email protected] with your case number and the last four digits of the card being charged

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and once I receive the game codes to my email address ***.***@live.com I will consider this matter closed .Sincerely, *** ***

After carefully reviewing the several contacts made into our contact center, Facebook and Revdex.com claimOur records indicate the supervisor you spoke with did refund the $per game. We have also checked into our kiosk, these were not purchased but rented. If the purchase button shows
grayed out, it is not an option to purchased but only to rent. The supervisor acknowledges this can be a bit confusing and has shared it with the appropriate departmentTherefore we will not issue any additional refunds to your account

Dear Mr***,
We have recently received your complaint regarding the experience you had with your recent Redbox rental as well as the following rental attempts. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim
that you would like a refund of the charge you received for the game as well as additional game promo codes due to the time you spent seeking assistance for this matter
After reviewing your transaction history and your call history we see that you did everything rightThe first time you rent with a card you are limited to one video game at a timeRegrettably because the disc you received was fraudulent as you stated the system did not catch the return correctly which is what prevented you from renting again on 12/10/It looks like you were assisted with this the following day
In regard to any charges to your account, Redbox will only collect the $that was billed for the initial day rental of the gameWe have requested a refund for this as the game was not received as intendedThe credit will post within 5-business days after the charge is collected, if not soonerPlease verify whether or not any other charges you are seeing are pending on the accountWhen your card is swiped at the box, Redbox attempts to authorize the transaction this mean a hold is placed on funds for the transaction until the return of the rentalAs the rental has been noted as returned and your other transaction attempts were not successful the authorization holds will drop off or return to your account
In addition to the refund for the intial night of the game, we are happy to provide you game promo codes as you requested for the trouble you experienced with this transactionWe have sent the codes to the email address you provided
Mr*** as all of 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 *** , Call ID ***

Dear ***,We have recently received your complaint regarding Redbox billing. 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 $27.47Redbox takes security very seriously,
which is why a physical card is required to be swiped for any rentals obtained from the box. It’s not possible to get a rental from the box unless a physical card is swiped. Since you noted you didn’t make the rental, this would be considered fraud. Redbox doesn’t credit for fraud, so the best course of actions to proceed would be to file a fraud claim through your bank. They’ll be able to assist you moving forwards.***, 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 Miss ***,We did further research and investigated this transactionWe do not show that the code was entered on the transaction after the card declinedSince the transaction was completed and the payment was processed, we cannot issue further compensation.As your concerns have been addressed, we consider this case closedIf you have any other questions or concerns, please contact us.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [email protected] ***, Call ID ***

Dear Mr***,
We have recently received your complaint regarding the recent billing attempt for your Redbox rentals. 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
your money back for the rental charge
We apologize for any confusionTo our knowledge Redbox is not currently running a promotion where you can rent any game for three days as the same price as one dayDue to any misunderstanding and as a courtesy to you, we have requested a refund in the amount of $for the additional day you were charged for the rental
After reviewing your account information our records indicate that we have not yet collected the charge of $As your card was reported as lost/stolen, it looks like we may not be able to collect the balancePlease understand that a refund cannot process until the charge is collected in fullOnce the balance owed is collected your refund will post within 5-business days
Mr*** as all of 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 *** , Call ID ***

Thank you for reaching out. I am more than happy to look up the transaction and see what we can do to help you out. In order to do so I will need the last four digits of your credit card that is being charged and the billing zip code that correlates with that card. Redbox
Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that even though I agree with the response, I am NOT SATISFIED until my disk is returned
Sincerely,
*** ***

Dear Ms***,
We have recently received your complaint regarding the unauthorized rentals with your cardWe apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your complaint that you would like the discs marked as returned as the
representative offered in your original contact with us on 12/4/
Regrettably, as indicated during your chat we do not have any notes regarding the intial call placed on 12/4/Although we do not believe the the information you are providing us to be untrue, we would like to to see if we can review the call for what was promised to you by the original represantive
As stated during your chat, our process when there are any authorized rentals or charges t your account is to have you start the dispute process with your financial insitututionThis is because, each financial institution has an internal process in how they assist in unauthorized charges or transctionsNormally if a card is canceled or invalid, Redbox is unable to collect the charges
Ms***, we are certainly happy to continue to assist with this matterPlease allow us a few business days to research and have the call reviewedIn the meantime if you have any additional questions or concerns please feel free to contact us at the email address listed below
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case *** , Call ID ***

Thank you for reaching out to us. I see you are an avid renter and I apologize it has taken so long for resolution on this matter. I was able to reactivate the credit card that you have used with us so long. Apparently there was some outstanding balance from awhile ago which
triggered the deactivation. I have forgiven it and so now you should be able to rent with no issues. Have a great day. Redbox Customer Care

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, *** ***

Complaint: ***I am rejecting this response because:
You checked the kiosk at Kroger. That isn't where I returned them. You never once queried about where I returned them. I returned them to Walmart on Sparkman Drive. I take issue with all being missing when they aren't in my possession. I don't know what happened, but I returned them. So how can you close a case on an item with only a portion of the information? I simply REFUSE do business with Redbox and will be warning others. As a customer service professional I don't think this matter has been handled at all. No one ever bothered to ask where they were returned. I have no record of having the movies in my possession. Thanks for your lack of assistance and for making me pay for movies that vanished into thin air.Sincerely,*** ***

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 Mr***,
We have recently received your complaint regarding your recent charge 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 the full amount of $
associated with your rental transaction
After reviewing your information, our records indicate that one of your movies that was rented on 9/28/6:PM was not returned until 10/1/2:PM at a box located at the Sack N Save Market located on Kaniekehau Avebox B
Redbox tracks each of its rentals based off of the digit barcode associated that is on the discIn this case the box did not recognize this disc as scanned into the system until the date providedIn addition to this Redbox does provide rental and return confirmations along with billing receipts and the option to track your rental historyReceipts and confirmation will be sent as long as you enter your email addres at the boxIn order to track your rental history online we recommend you sign up for Redbox account at www.redbox.comThis will give you full access to your current days worth of rentals at any time
Redbox values you as a customer and your business and we have issued you a refund in the amount of $for the two additional days you were chargedWe have not refunded the full $as the charge of the initial night in the amount of $is valid for the dates you stated you had the rentals in your possession
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 ***

Dear Ms***,
We have recently received your complaint regarding the charge for the DVDs that were stolen from your vehicleWe 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 $that was billed for the days maximum rental period of the discs
While we understand the unfortunate circumstances and that you did contact us right away regrettably we are not able to provide a refund for the stolen discsWhen you rent with Redbox you assume liability for the property and are responsible for the return of the rentals as per our terms and conditions, you can review the full rental terms http://www.redbox.com/terms This includes if the discs are lost or stolen
As the charges for the additional days rental for the discs were associated with the theft of property from your vehicle, we recommend contacting your insurance company to see if there is anything they can do to assist
Ms***, as we have addressed all of your concerns 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 *** , Call ID ***

Hi ***,We have reviewed your complaint regarding Redbox.We are sorry to hear of the discrepancies you had withyour rental transaction, as well as any delay experiencedOur technicians wereunable to locate any of the three discs rented in the transaction;unfortunately no customers were able to
rent these titles since yourtransaction eitherWe want you to have records of what we have for your discsand charges, which is why we offer rental receipts, as well as the option toview your rental history onlineIf you need any assistance in setting eitherof these options up, please contact our Customer CareAs we value you as a customer we previously applied arefund of $to assist with this transaction, but to further assist you withthis $total charge, we have applied a refund of half of the chargeRegrettablythis will be the last refund we will be able to apply to your Redbox accountTheadditional $refund has applied for a total of $This additional refundof $will reflect upon your account within 5-business daysIf you haveany further charge disputes with Redbox, these would need to be disputed with yourfinancial institution We appreciate your time, and hope for your continuedsupport Sincerely, Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase***, Call ID ***

Dear Ms***,
We have recently received your complaint regarding your recent service experience with Redbox as well as the charge for your game rentalnot We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you
would like a refund of $because you have already paid for the game rental
After reviewing your rental history in our systemOur records indicate as you specified in your claim that different cards were slid at the box on 10/21/The first rental attempt at 1:PM was declined by Redbox due to the card being restricted to Blu-Ray or DVD rentals only and the transaction was not completeThe second rental attempt at 1:PM shows that the rental attempt was declined by your financial institution and the transaction did not complete
Any time that your cards is swiped at the box the first day rental charge is authorized or is temporarily placed on holdRedbox does not actually attempt to bill or collect any funds from your account unless the rental(s) is vended from the box and all discs on the transaction have been successfully returnedFor the transactions mentioned above since they were not successfully, the pending charges you were seeing are just the preauthorized amountsIt usually takes about 5-business days for the funds to credit back to your account or drop offThis should have happened already
Regarding the charge of $we show that this is a valid charge for the video game rental made on 10/21/4:PM and returned on 10/24/9:AMYou mentioned in your claim that a code was applied to this reservation, regrettably our records do not indicate a code applied successfullyYou were charged for days rental of the game at $per dayThis is $a day for the rental the additional $is the applicable taxAs your charge is valid for the days that the rental was kept and Redbox did not bill your other two card we will not be providing a refund to your account as requested
It looks like it did take some time for the charge to collectRedbox’s billing system will attempt to collect any balance owed immediately once all rentals on the transaction are returnedIf they system is not able to collect the funds on the first attempt it will continue to bill weekly until the charge is collected in fullIn this instance it appears your financial institution did not remit the full amount of funds until 11/25/
Ms*** 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 *** , Call ID ***