Redbox Automated Retail

Hi ***,Thank you for making the effort to reach out to us to let us know about your customer service experience. I assure you that we will look into the calls in which you had to provide any retraining or coaching if appropriate. But first, I would like to locate your account so I
can assist you in your issue. Could you please provide me with the last four digits of your credit card that was charged and the billing zip code associated with this card. Also, since you are saying the agents had difficulty finding the charges please provide the last of any other cards associated with the account. Once I'm able to locate your account I will be able to better assist you in your issue. Thank you and hope you are having a wonderful Monday morning, Redbox Customer Care

Dear Mr***,
We appreciate your prompt replyWhile we are not disputing the fact that the box may have been rebooting when you returned the rental, as mentioned in our previous reponse even if the rental had been returned but for some reason was not checked in by the barcode appropriately if found in the machine it would have been checked inAs stated previously our technicians inventory the kiosks weekly and if discs are found misplaced or not checked into the system, they will mark them as returned promptly
Regrettably at this time we have no evidence that the physical disc was located in our machine by the technicianThe barcode was not scanned in by the machine upon return nor do we show any evidence that the movie was rented out to any other Redbox customerWe regret to inform you once again as we have no evidence of the return of the disc or it being located by a technician during their weekly visits we will be unable to reimburse for the chargeAdditionally, we have not collected any funds associated with this charge to date
Mr***, 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 RedboxWeknow it is much less than ideal to be charged for an item you never receive,and are sorry to hear the machine did not recognize an item was returned inplace of the disc your son wanted to enjoyWe will review the previouscontacts to see
what opportunities are available, as we know this fraudulentaction was not yours and wish to assist you as promptly as possible especiallywith unexpected charges. We wish for ourvalued customers such as you to be treated with the utmost respect, and willensure this call is reviewed furtherUnfortunately, based on the informationprovided we were unable to bring up the account where you were charged for thegame.We ask that you contact us back with the followinginformation for us to check into this further:The last digits of the card chargedThe full name, as it appears on your credit cardThe billing ZIP codeThe title of the movie or game (with the barcode ID, if possible)As this is a billing concern: the date & amount of the charge We appreciate you informing our store partner *** ofthis issue initially, and are sorry for any miscommunicationThe employees ofthe store can let us know of issues with the machine; however concernsregarding your account are best routed to our customer care as store employeesdo not have access to Redbox accountsWe hope this is understandable and apologizefor any delay in providing you a resolution. With the information requested, we can check into thisconcern furtherWe appreciate your patience and continued support.Sincerely, Corporate Escalations:: Outerwall,Inc.E: ***@outerwall.comCase ***,Call ID ***

Dear Ms***, We have recently received your complaint regarding the movie you did not receive from the box that shows as vended to youWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you would prefer not to be
charged for the rental or to only pay the sale price of the rental of $After further review of your information, it appears that the disc you did not receive should have been the first one to vend from the machineIn addition to this each box has technology set up so that if the disc is not taken within 7-seconds of vending the machine will take it back in and notify our system that it was not takenWe understand that this is an unusual circumstanceThe information provided previously to you about our terms and conditions is appropriateCustomer’s are liable for the additional days accrued for a rental if the disc is lost or stolenIn this case as a one time courtesy, we can assure you that you will not be billed for anything other than the intial day charge in the amount of $for the rentalPlease understand that going forward we will not be able to make this type of exceptionMs***, as we have addressed all of your concerns Redbox now conciders this case closed If you have any other questions or concerns, please contact us Sincerely, Corporate Escalations:: Outerwall, IncE: [email protected] Case *** , Call ID ***

Dear Ms***,
We have recently received your complaint regarding the charge of $for your most recent Redbox 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 for the $you were charged
For all DVD and Blu-Ray rental Redbox has a maximum rental period of daysThe reason you were charged $is because after the day maximum rental period, we have not been able to verify the disc returned to any Redbox and it has not been rented out to any other customers
Redbox tracks each movie by the digit barcode located on the movieWe understand that you mentioned it appears that the box may have been experiencing technical issues as the disc did not go in the first timeThis usually happens if there is no disc in the case, there is a disc in the case that is a non-Redbox rental, the rental is placed in the machine backwards or for some reason the barcode is damaged
Redbox does take measures to inventory the boxes weeklyIf the movie was returned backwards or found misplaced inside of the box because the barcode could not be read properly the disc would have been checked in when it was locatedRegrettably, we do not have any evidence that the movie was located inside of the machine during any of the weekly inventory visits from 10/1-10/
Additionally, Redbox offers ways for you to track your transaction history by creating a Redbox.com account or by simply entering your email address at the box during the time of your transaction so there are no suprisesWhen an email address is entered at the box Redbox will send a rental confirmation, a return confirmation when the disc is received successfully as well as a billing receipt any time we attempt to collet the funds
We understand that this is not an ideal experience for you however as we have no evidence of the return through the resources we have available we are unable to provide a refund at this time
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 ***

Dear ***,
We have recently received your complaint regarding Redbox billing. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you
Since this was a formal Revdex.com complaint, our team investigated the situation, even though you noted you didn’t have
an expected settlement. We found that you were only charged $once for your rental in February. It’s very possible you were seeing the rental authorization before that, but that falls off within 3-business days, and that full amount of time has yet to pass. You won’t have a posted charge for more than $for the transaction
***, 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 Mr***,
We have recently received your complaint regarding being charged for the maximum rental days of your game rentalWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you requested a desired resolution of
$as the disc was only rented for days
After reviewing your rental information, regrettably we have not been able to verify that the disc you rented was returned to any Redbox locationIn addition to this, we do not see that the disc has been rented out to any other Redbox customers
You have already been refunded in the amount of $as Redbox values you as a customer we have issued you the additional refund of $This makes up the difference of what you were charged and the three days you should have been charged for the successful return of the discThe amount that Redbox will have collected from you once the refunds have process is a total of $for the days you stated the disc was rented to you and the applicable rental tax
In the future you are able to track your transaction history by entering your email address at the box during your rental as well as creating a Redbox.com accountYou will receive emails when discs are rented and returned and the rental information is also stored onlineBy tracking this, you will be able to tell immediately if some type of issue should arise during any of your transactions
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 ***

Hi ***
We have reviewed your complaint regarding Redbox at this timeWe will look into your previous conversations with Redbox to see what we can find out, as we are here to help here at Customer CareIf you were not able to get through, it is possible you reached us outside of normal
business hours (7AM-10PM PST)We do also have the option to chat in through our website to speak with us directly, if you ever need any further information regarding your account
We extend our apologies regarding the fraudulent charges that were made to your accountAs a card has to be physically swiped at the Redbox in order to authorization any charges, we would recommend reaching out to your financial institution and dispute the charges as soon as possible to prevent the occurrence of any further charges
We can provide you with as much information on fraudulent transactions as possible; however, the charges must be disputed with your financial institution in order to have them removed
We ask that you contact our Customer Care with the charges you are disputing that way we can provide more transaction information to help in aiding your financial institution with these disputes, if you needThis reference number will help the associate in locating your information, call ID: ***You can also respond to this complaint with the charges in question, and we will send an email separately to provide the transaction information for you, our valued customer
We apologize for any inconvenience caused by the inability to remove fraudulent charges; however, for security purposes the questionable charges will need to be removed by your financial institution

Good Morning ***,I have provided you a refund for This is less the dollars the representative has already processed along with the daily rental fee for having the disc out a night You should see this reflect on your account within 5-business days Please let me
know if you have any further concerns. Thank you, Redbox Customer Care

Hi ***,
Thanks for the additional feedback on the situation Redbox's field team checks every box in the country weekly, and will mark your discs as returned if found Your rentals weren't found in any box in the country, and because of our permanent loss of inventory, the $previously refunded is the most that we can offer for the rentals Redbox typically doesn't even offer that, but we appreciate your business so this was set up
We do see you have an email address set up, and because of this, you'll get receipts the day of your return each time you return If you make a return, and don't get a receipt, please contact us at that time, and not once you're billed, so we can check into the situation right away
***, 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] ***, Call ID ***

Dear Mr***
We have recently received your complaint regarding the recent unauthorized charges to 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 refund
for all of the unauthorized charges to your account
While we understand how concerning any unauthorized charges to your account are especially after your debit/credit has been stolen, regrettably we are unable to assist with reimbursement of the chargesAs your card was filed as stolen with your financial institution you will need to refer back to them for any unauthorized charges made to your accountYour financial insistitution should have an internal process for assisting with charge disputes regarding charges made to your cardWe recommend contacting their customer service department promptly for further assistance with this matter
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 ***

Complaint: ***
I am rejecting this response because:
Ok I understand you re collected fundsYour supervior AFTER funds were recollected, told me I was due a refund It's not fair that you promise a refund then when I dispute the charge, you challenge itAfter the challenge your supervisor confirmed that ok due a refund due to a previous promise
Sincerely,
*** ***

Thank you for reaching out. We would be happy to settle this complaint. We will need the last four digits of the credit card that was used along with the billing zip code. This will help us locate the account and the charges. Just to let you know for future rentals if you
input your email address when renting or to your Redbox account you will be emailed receipts along with having a tracking capability to ensure the movies indeed showed as returned. We appreciate your business and look forward to hearing back from you. Redbox Customer Care Team

Dear ***,We have recently received your complaint regarding yourbilling issue. We sincerely apologizefor the unsatisfactory experience you feel that Redbox has given you.You stated in your claim that you requested a desired resolution of closing theinvoice and receiving the refund of
$that you were initially charged.We understand the frustration you’re having with ourcustomer service response and that they couldn’t close the invoice and processthe partial refundOur billing system is automated, which does preventcustomer service agents from being able to close partially paid transactions As a one-time courtesy, we have gone ahead and maneuveredinto the system to stop the invoice from collecting the remaining balance onthe chargeYou won’t be charged anything additionalAlong with that, therefund of $will be processed immediately and should be seen on youraccount within 5-business days, possibly sooner.In the future, we ask that you sign up for emailreceipts, which you receive immediately upon returning the disc(s)If you don’treceive the email receipt after returning the disc, you can contact us rightaway and we can clear up any issue with returning, rather than receiving asurprise charge a few weeks later.***, as your concerns have been addressed, Redboxconsiders this case closedIf you have any other questions or concerns, please contactus.Sincerely,Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase ***

I was able to locate Mr***'s transaction that occurred on 12/28/2016. I am able to see that Mr*** indeed used a promo code for this transaction and was not charged for it. If Mr*** was seeing a charged it was most likely in pending state meaning that it was
a pre-authorization and will fall off his account within business days

Complaint: ***I am rejecting this response because:My case is one of many where people have been charged for discs that were returned, but not located by RedboxI read several of them on Consumer Reviews before I contacted Revdex.comI did my part as a customer in good faithI rented a disc that didn't work, returned it, and had money STOLEN from meGod bless RedboxThey won't continue to prosper by abusing people.Sincerely,*** ***

Complaint: ***I am rejecting this response because: I know the movie Sicario was the first movie I watched which would have been returned immediatelyIf your machine malfuntioned, causing there to be an error in showing I did return that movie, how can you say how long it was out other than assuming? The charges for that movie need to be returned immediately, minus the first day of rental.
Sincerely,*** ***

Hi ***,We have reviewed your complaint regarding RedboxWeare sorry to hear of the unexpected charges on your wife’s accountOur billingsystem is automated, so we attempt to collect a charge once a transaction iscompleteIf unable to collect a charge initially, we periodically attempt tocollect
the remainder until successfulIf we had a way of collecting thecharge as requested, we would have been happy to do this for you, our valued customer;however we do not have the option available to push charges through at thistime.Each of the charges collected were validly owed on the card in question, howeverwe gladly can email over your rental history to clarify the charges if youwould likeFor any confusion and inconvenience, we have applied three freerental codes onto your accountThese have been emailed to you in a separateemail from our Customer CareIf you are not seeing this email, please checkyour junk mail or “Promotions” tabWe are not showing any other pending charges on youraccount at this timeWe thank you for your continued support and allowing usto clarify these charges.Sincerely, CorporateEscalations:: Outerwall, Inc.E:***@outerwall.comCase ***, Call ID ***

Hi ***,I am happy to take a look into this for you In order to do so I will need the last four digits of the credit card charged and the billing zip code to that card This way I will be able to see your account and the transaction to understand how I can help you. Thank
you, Redbox Customer Care