Redbox Automated Retail

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 ***,We have reviewed your complaint regarding RedboxWecertainly apologize for the unexpected charges acquired on your accountWewish to keep you informed regarding your rentals and want you to have recordsof what we have for your rentals and chargesWe do have email receipts to helpin
keeping track of your charges and returns, as well as the option to viewyour rental history online when you have a card saved at redbox.comWe hopethis information helps for future rentals and apologize that you were notcontactedYou would have received a receipt confirming the lack of return, aswe do send receipts when a return is received by our kiosk, but our billingsystem is automated so we do not notify after each charge.We do have technicians check our machines weekly forreturn concerns, as we wish for you to We are showing balances owed on aprevious account for non-returned discs, however we are happy to look into thissituation further to see what reimbursement we are able to offer, if any., soif you can provide as many details as possible, we will review the account fromthere:The last digits of your credit cardYour full name, as it appears on your credit cardYour billing ZIP codeThe Redbox location where this happenedThe title of the movie or game (with the barcode ID, if possible)Based on the information provided, we were unable tofind the account at this time, so this information will be required to lookinto this furtherWe appreciate our patience and providing this information sowe can get you taken care of Sincerely, Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase*** *** ** ***

Dear *** ***,
We have recently received your complaint regarding a charge 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
indicate that there wasn’t prior contact to our customer service team about this instance before 11/20/15. We don’t show a return for the disc as of today (1/9/2016) of the rental since you rented on 12/17/2014. Our field technicians do weekly checks of each box and never came across the disc in over a year since the time of your rental. We also don’t show where anyone verified the disc was returned, per the details you note in your case. Redbox considers the charges for this transaction valid
Redbox offers the opportunity to add an email address to get rental and return receipts, which we show you declined at the box for this transaction. The receipts are sent at the time of rental and the same day you make a return. If you make a return in the future, after signing up for receipts, and don’t get an email that day, please let us know right away, and we’ll be happy to check into the issue 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 ***

Hi ***,Thank you for reaching out to let us know you are unsatisfied with the resolution to your issue I would be happy to take another look at your situation alls I will need will be the last four digits of the credit card that was charged and the billing zip code. Thanks,Redbox
Customer CareHeather

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,*** ***

Complaint: ***I am rejecting this response because:My bank told me to contact redbox to get the fraud charges reversed it has already been reported as fraud to my bank.Sincerely,*** ***

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

Dear ***,
We have recently received your complaint regarding the charge for the unreturned rental of Goosebumps in the amount of $and the service you were providedWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given you
As you stated in
your complaint this disc was not rented by you or the rental was not authorized by you, the charge will need to be disputed with your financial institution as fraudulentYour financial institution has their own internal processes of assisting with any unauthorized charges made to your account and you must work with them to have the charge removed
Please keep in mind that a debit/credit card must be physically swiped at the box to authorize any transactions to your account
Redbox aims to provide an extraordinary customer service experience every timeWe sincerely apologize that the experience you had did not meet this standardWe can assure you that the feedback you have provided will be sent the appropriate parties and reviewed
***, 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 ***

***,You have done all the right things by contacting your bank Since these are unauthorized charges your bank will have a process to contact our loss prevention team in regards to these charges We in customer care would not be able to refund fraudulent chargesIf you should have any further questions about this dispute we recommend you contacting your bank. Thank you, Redbox Customer Care

Mr***,I would like to look up your account so I can see what we can do to assist you Please send me the last four digits of the credit card that has been charged along with the billing zip code. Thank you, Redbox Customer Care

Dear Ms ***,
We have recently received your complaint regarding the recent billing attempt 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 correction to
creditors as you do not wan the disputed charge to affect your credit rating
We were able to locate the transction in question for a rental made on 4/30/9:PM at the box located at Harris Teeter on Pisgah Church Rd in GreensboroOur records reflect that the disc was returned on 5/1/at 9:PM
Redbox rentals are $per day plus applicable rental taxTo avoid additional day charges on the rentals all Redbox movies are due by PM the day following the intial rental dateAs the moviw was returned after PM you were billed for an additional day which is why the total cost of the rental was $
As Redbox’s billing system is automated, we will attempt to collect the charge once the disc has been successfully returned to the boxIf we are unable to collect the funds, the system will continue to attempt to bill your account weekly until the balance is collected in fullPlease be advised that the posting date of the collected funds may vary based upon your financial institution
At this time we still show that there is a balance of of $for this transactionThe invoice is still open and Redbox will continue to attempt the funds weekly or until we have exhausted our maximum collection attemptsRedbox doesn’t report uncollected charges to any of the credit bureaus
Ms***, 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, *** ***

Dear Ms***,
We have recently received your complaint regarding the recent charge to your account in the amount of $110.77. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you would like a full refund
of the $to your account
After review of your information we are able to verify that you did successfully rent and return Redbox movies on 9/16/with a return date of 9/17/The charge that was recently deducted from your account is not associated with those transaction
We certainly understand that the charge of $to your account is alarmingThe charge is associated with the rental of DVDs on 11/2/which are showing in our system as not returned or rented by any other customers
After reviewing your contact history in regard to the charge we do see that you indicated on multiple occasions that the charge was unauthorized as the card was stolen on October 1, In order for rentals to vend from Redbox the card must be physically swiped at the boxAs the card was reported as stolen before the charges processed you will need to dispute the unauthorized charges with your financial institutionRegrettably we are unable to provide a refund on charges that are claimed as fraudulent or unauthorizedYour financial institution has an internal process for handling any charges that are disputed as fraud
Ms*** we continue to encourate you to work with your financial institution on the unauthorized charges to your accountAs 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]
*** *** * *** ** ***

Complaint: ***I am rejecting this response because: Admittance of guilt in faulty software/hardwareThe company had the gall to ask me to visit their site for "deals" for promo codesI find this offensive.Sincerely,*** ***

Dear Dr***,
We have recently received your complaint regarding the recent charges to your account by Redbox. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you would like a refund for the
$that was collected from your account
In reviewing your transaction information with the rental history associated the email address you have provided as well as the last four digits of the card number you have rented with previously we do not show any collection of the charges to your accountFrom the amount of each charge you stated has been collected, these are the prices for unreturned video game rentals and an unreturned DVD rental
Redbox takes each customer’s security very seriouslyThe only way that an account can be charged or discs can be vended from the box is if the physical card was swipedRegrettably, there are other ways for debit/credit cards to be duplicated in which Redbox has not control overFor any charges that are unauthorized to your account we recommend contacting your financial institution immediately as they have an internal process to assist
We are happy to continue to work to provide any other information we can about the chargesIt may help if we have some additional information such as:
Are there any other cards or card holders associated with the account
Can you verify from the bank statement the last four of the card that was billed or can your financial institution verify the last four for the card that was billed
If you are able to provide a copy of your bank statement showing the charges (you are welcome to black out all other information) this may assist us in looking as well
Regrettably, even with all of the requested information provided if your credit/debit card was fraudulently reproduced in some way, we will have limited insight to locating the charge
Dr***, we are happy to work to continue to locate the charges made to your account if you have any additional information to provideOtherwise, we encourage you to contact your financial institution immediately if you have not already to dispute the charges
If you have any other questions or concerns, please contact us
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case *** , Call ID ***

Hi ***,
We are more than willing to look into your account and figure out what is going on. In order to do so there are a couple of pieces of information we will need in. Please send a response back with the last fours digits of your credit card number that you are attempting to rent
with as well as the billing zip code to that card. That will allow me to research what the reasoning for the block is. We look forward to resolving this issue for you
Thank you,
Redbox Customer Care Team

Dear Ms***,
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 $which is the
difference of what you were billed for the additional day rental of the disc and the $refund you were already provided
We were able to successfully review your transaction information as well as the additional resources we have availableRegrettably we are not showing that the game in question was returned to any Redbox location and has not been rented to any other Redbox customers since it was in your possession
When a disc is returned at the box, it is tracked by the digit barcode located on the front of the discOur resources indicate that the disc was not scanned back into the systemAdditionally, when you enter your email address at the box during your transction when the disc is returned successfully you will receive a return confirmation email along with a billing receipt for the charge we will attempt to collect from your financial insititutionWe do not see that an email address was confirmed during the time of your transaction attempt
We understand the concern you have about the up keep of the box in your areaRedbox technicians do make an effort to service the machines as quickly and frequently as possible and it disheartens us to hear that your preferred location is often time out of serviceWe do have a separate process of inventorying the machine, this is done weekly and if your return had been found misplaced inside of the machine it would have been checked in as returned promptlyOur resources do not indicate that a field technician located the game inside the box during their weekly visits within the days maximum rental period
Redbox values you as a customer and although we have no evidence of the return of the disc to any location, we have already extended you a refund in the amount of $as a courtesyWe regret to inform you that as we cannot verify the return of the disc, we will not be extending any further refund
Ms***, 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:Thank you . I appreciate your comments and I did hope that you understand that I did indeed contact your customer service line when I tried unsuccessfully to pickup the free rentalShe could not understand that there was now a machine error going on and didn't really know how to help. I was left to handle it on my own, and my husband ended up paying for that rental as well. 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:The movies were return and total prices listed does not equal to what was withdrawed from card.Sincerely,*** ***

Complaint: ***I am rejecting this response because: I very much appreciate RedBox's resolution, but I don't think they have the facts quite right, since it appears they think I only spoke with one of their staff. I would like RedBox to know that I spoke with of their people and the first man I spoke with was very helpful, even providing a credit to replace the movie Sicario that we could not watchThe second movie, Bridge of Spies, worked just fine, so we re-rented SicarioThe same problem happened and on that occasion I spoke with womenThe first was okay but I don't believe she understood the situation so just told me it was my equipmentThen she hung up on meI was so frustrated I called back and spoke with a second woman, MaryWhile explaining to Mary, she didn't respond to anything I was saying so I asked her if she understood the situationShe made some comment I didn't get and then she too hung up on meThat was very poor service and I do think the solution for RedBox would be further training for these womenI am glad someone will listen to the tape and help these women to respond to customers positively rather than hang up on them when they can't answer questions
In closing I'd like to say I know that this is a very low priced commodity we are discussing, but the RedBox experience didn't make me want to rent from their dispenser in futureThere may be others that feel the same way
Thanks to RedBox for responding to me and to the Revdex.com for providing the means to register my complaintI tried to this with RedBox directly but was unable.Sincerely,*** ***