Redbox Automated Retail

Dear [redacted] ***,We have recently received your complaint regarding being overcharged and incorrect pricingWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youUnfortunately, there appears to be some misunderstanding that occurred between yourself and the agent you spoke with on the phoneWe aren’t sure why you were told that our prices are $per DVD per dayWe also were unable to find the pricing you claim to see on our website or on our boxesYou can find our pricing at: http://www.redbox.com/rentaltermsWe do understand you have two separate charges that you are disputingOne of $and another of $The charge of $was for rentals made on 10/10/Four of these were DVD’s ($1.50+tax per day) and the 5th was a Blu-ray ($2.00+tax per day.) Three DVD’s were returned on 10/14/(an additional $4.50+tax per disc.) The Blu-ray disc was also returned on 10/14/(an additional $6.00+tax.) The last DVD was not returned until 10/18/(and therefore cost and additional $10.50+tax.) This brings your total for this rental to $This is a valid charge and will not be refunded.As far as the other charge you are disputing, we are unable to locate itIf you can please provide us with additional information and send it to [email protected], we can look further into it for youWe will need the following: Your billing ZIP CodeThe last digits of the card The name of the cardholderThe title(s) of the discs rentedIf you have any other questions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [email protected] [redacted] , Call ID [redacted]

Complaint: [redacted] I am rejecting this response because: as can be seen in the pictures above, all of the games that I attempted to purchased were found through clicking on the For Sale buttonWhen there are multiple options to rent and only one button leading to For Sale, I feel it is easy to believe that the games you are looking at after clicking for sale are actually for saleLooking at the screen where there is a gray button showing BUY with a price and a red ADD, it appeared to me that in order to purchase the games I had to choose ADDAs with all online items, buttons that are gray are not able to be selectedI took it as a bubble showing the game was for sale and advertising the priceThe red button appeared to be the only choiceAs incorrectly stated by the Redbox representative, the gray button is actually selectable to purchase the gameI went back to the machine to see if the transaction could be processed using the gray Buy button, and it in fact added the game to my cartDue to the programming of the machines, it almost seems as if Redbox is intentionally misdirecting consumersLinks that read For Sale should only lead to games that are for sale, and the BUY button should look as if it can be selected just like the ADD button, which DOES NOT specify that is only for rentalI do not understand why the correction is being made so difficultThe games I attempted to purchase were selling between $5.99-Most of them are still for sale in the same machinesI am paying over $each for games that should have been less than $eachIf you can admit that an honest mistake was made, and seen through the pictures and my explanation of how I processed my transaction, it seems like an adjustment should be able to be made to fix this issueI appreciate your consideration and assistanceThank you Sincerely, [redacted]

Hi ***,I have refunded you for You should see this come back onto your husbands card ending in [redacted] within business daysThis is for the cost of the movie showing as not returned I have subtracted the that was charged for the initial night fee Since this is the 2nd time this has happened within your account I would advise you to utilize your Redbox.com profile to ensure that all of your movies are showing as returned when you return them Because we value you as a customer we have set up the refund this time however going forward there will be no further complimentary refundsThank you,Redbox Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you RedBox for valuing a longtime loyal customer and repairing the customer/company relationship It is greatly appreciated.Sincerely, [redacted]

Dear [redacted] , We have recently received your complaint regarding Redbox billingWe 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 in the amount of $ Our records show you rented movies on 8/30/ Of the movies, of them don’t show as returned at all as of today (1/6/2016) and the 4th movie shows as returned after the day maximum rental period Our field technicians do weekly checks at each box, and didn’t locate of the rentals at any time as of today, at any box in the country Once a disc is out past the maximum rental period, customers are responsible for the maximum rental cost, which in the case here, is $plus applicable tax for each rental The total cost for this transaction was $and at this time only $has been collected The balance of $has been attempted to be collected once weekly since September with no success Because we don’t show the return for discs, and the 4th shows as returned after the maximum rental period, and there’s still a balance on this transaction, Redbox sees these charges as valid Redbox offers the opportunity to get rental and return receipts by entering your email address at your local box when renting (which you declined when making these rentals) If you make a return, and for some reason, don’t get a receipt that day, please let us know so we can check into the situation before further 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 [redacted] , Call ID [redacted]

We need additional information from the customerWe will need to access her profile account in order to provide the resolution being sought out Please contact us via email at [email protected]

Hi ***, We have reviewed your complaint regarding RedboxWewould like to thank you for taking the time to contact us about your charges sowe can better clarify these, and of course look into the previous contacts tosee if any coaching opportunities are availableWe want to ensure our chargesare as clear as possible for you, our valued customer and that you are beingtreated with the utmost respect, so we apologize if you were not left with thisimpression with our Customer Care Wealso apologize if you did not receive a resolution before the chat contactclosed, our chat systems do close after some time without a response; however wewill investigate this situation to see what opportunities can be foundRegarding your charges, we charge a single time when all themovies you rented are returned or once a transaction is completeIf you lookback at your bank statement for the day the discs were rented, it’ll probablyshow a preauthorization (of $in this case), which is a “pending” hold thatyour bank will release in 5-business daysThese authorizations allow the transaction to go through via yourfinancial institution without charging you right awayAs we charged the validamount of $(total), the $(authorization) should drop shortlyWeunderstand the authorization you are seeing for the $may have appearedafter the charge itselfWe encourage you to reach out to your financial institutionin case they process charges differently, however we do have the option to viewyour rental history online or receive receipts from Redbox so you can comparethese against your statement and so you have records of what we have in thefuturePlease do reach out if you are seeing any extraneous charges after thebusiness days have passed, so we can review your account furtherFor more information on the change to single billing, pleasevisit: http://www.redbox.com/singlebillingHere’s some additional information about when you were charged for on the rentalyou contacted us about:One DVDRented on: 5/27/20159:PMReturned on: 5/29/4:PMInitial day charge: $1.61Additional day charge(s): $Total rental fee: $collected on5/30/15You were charged for two nights, as your disc was kept past 9Pm the datefollowing rentalIf your disc was returned by 9PM on 5/28, the charge wouldhave been only $Please note: The dates above may be a little different onyour statement, due to other pending charges or the time it takes to relay thecharges over to your financial institutionWe hope this information helpsIf there is anything furtherwe can provide, please feel free to respond to this message or reach out toCustomer CareWe appreciate your continued support and patience while wereviewed your message.Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted] , Call ID [redacted]

Good Afternoon,As long as you are receiving points now it'll probably be easiest and quickest to just give you a couple of codes that can be redeemed now rather than trying to add points to your account please accept the following promo codes, each one good for a free one-day rental of any Blu-ray Disc or DVD of your choice, or a discount on a one-day game rentalThe codes will be valid for days from today's dateHere they are: [redacted] At the Box To use a promo code at the box, touch the PROMO CODE button when you get to the checkout screenYou'll still be asked to swipe your card to cover any additional days you hold on to your discYou won't be billed for your first rental day, but you'll see an authorization hold that'll drop off of your account in 5–business daysOnline To use a promo code online or on the mobile app, click the "Use Credits or Promo Code" box on the checkout page, then select "Use Online Promo Code." You won't be billed for your first rental day, but you'll see an authorization hold that'll drop off of your account in 5-business daysOnly one promo code can be used per transactionIf you have any more questions, please contact us at www.redbox.com/helpThanks! Redbox Customer Care

Complaint: [redacted] I am rejecting this response because: There is only one charge in dispute that redbox never collectedIt was for $My financial institution said they never collected their funds and returned the funds to my account after days of them never collecting their authorized fundsI was not able to rent movies and called them, they told me there was a system update and my account was closed accidentally and should work in daysdays later I tried to rent again and was told they never collected the $and didn't know why their system glitched and my card would work in daysdays later, my card still didn't workThis time was told that there was nothing they could do about it and that my bank denied them, my bank has the copy of the entire processI bought pizza right after returning the movies, the money was there on hold for them but they never collectedThis is a problem with their system glitch in and didn't collectThis is in no way a fault of mine and they refuse to dissolve the matterI will have my financial institution email the proof and upload it asapThank youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because I returned the movie to their kiosk They lost it and they should accept responsibility for the mistake.Sincerely, [redacted]

Dear Mr [redacted] , We have recently received your complaint regarding not being provided with a reason as to why you are no longer able to use your debit/credit card to rent with 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 $and a reason as to why you are unable to rent After further review of your account we show that in the past months we have over extended compensation, you have received a total of credits and $ As we have provided you with more than adequate compensation we will not be reinstating your account nor will we be providing you the refund of $which you have requested Mr [redacted] , 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 [redacted] , Call ID [redacted]

Dear Mr ***,We have recently received your complaint regarding renting video games We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youFor more information, please refer to our Terms of Use located at Redbox.com If you wish to complete your video game rent, you may try another form of payment We apologize for the inconvenience.As your concerns have been addressed, we consider this cases closedIf you have any other questions or concerns, please contact us.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [email protected] [redacted] , Call ID [redacted]

I am truly sorry to hear that you no longer would like to rent with Redbox We value our customer's and never want to lose you but do realize that it is your choice below you will find how you can stop receiving messages from Redbox Text messaging - If you are receiving text messages from Redbox please just text STOP to and you will no longer receive them Emails - As long as you do not rent you will not receive emails that pertain to your rentals and in order to no longer receive promotional emails simply scroll to the bottom of the email and there will be an unsubscribe link This will ensure to unsubscribe you from these types of emails Thank you

Dear [redacted] , We have recently received your complaint regarding a charge on the account We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you Unfortunately, we are not able to find the account with the information providedSince the Revdex.com is a public forum, we can’t request any information through this case publicly Please send us an email to [email protected] and we can assist you furtherPlease also include your case # Once we receive the additional information, we’ll be more than happy to reply through the Revdex.com platform with our resolution If you have any other questions or concerns, please contact us Sincerely, Corporate Escalations:: Outerwall, Inc E: [email protected] Case [redacted] ,

Miss [redacted] ,We would be happy to take a look into your account and see what we can't do to help you out with this incident In order to do so I will need the last four digits of your credit card that was charged and the billing zip code attached to it Once I'm able to look up the transaction I'll be able to make a more educated decision on how to help you out best.Thanks, Redbox Customer CareHeather

Dear [redacted] We have recently received your complaint regarding the charge you received for your recent 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 a full refund for the billing of the disc We understand the immediate concern you had when you received the receipt for the billing of the rental and appreciate you contacting us immediatelyAfter taking a second look into the transaction, we do see that there was an issue with the disc you returned but we would be happy to assist You requested a full refund of $for the disc that was returnedAt this time, Redbox has not collected on this transactionIf we are able to collect the funds successfully, please contact us immediately and we will provide you a full refundRegrettably, as our billing system is automated we have no way to prevent the charge attempts Mr***, as your concerns have been addressed, Redbox considers this case closed If you have any other questions or concerns, please contact us

Dear Mr [redacted] We have recently received your complaint regarding a chargeof $ We sincerely apologize forthe unsatisfactory experience you feel that Redbox has given youYou stated inyour claim that you requested a desired resolution of a refund.Unfortunately, we do not see a charge of $with theemail address providedSince this isn’t a secure portal, we ask that you sendan email to [redacted] @outerwall.comwith the last digits on the card used to rent, the ZIP code and the date ofthe charge.Once this information is received, we can further assist youvia the Revdex.com system.If you have any other questions or concerns, please contactus.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase, Call ID

Dear [redacted] We have recently received your complaint regarding the Redbox gift card you purchasedWe 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 gift card or promo codes/ account credits to use We would be happy to take a look into this for you, but we are having trouble locating your gift card orderTo better assist you please provide the following information: Name of person who order the gift card Date of the gift card order Email address associated with the gift card number Gift card order number if you have it Once we receive this information and locate your transaction, we will contact you back with how we will be able to help If you have any other questions or concerns, please contact us

Dear Ms [redacted] , Thank you for your prompt responseAfter further review of your contact we see that you have been refunded in the amount of $as the promo code did not apply as intended to your transaction We appreciate you allowing us to assist you and sincerely apologize for any inconvenience this has caused you Ms [redacted] , 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 [redacted] , Call ID [redacted]

Dear [redacted] We have recently received your complaint regarding a pending charge on your account when you used a promo code to rentWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you requested a desired resolution of being refunded $which was placed on your account when you rented with a promo code We completely understand the alarm when there is an unexpected transaction on the accountWe were able to validate that you were not charged when you rented using a promo code on 10/4/The pending transaction you see is a pre-authorizationPre-authorization's are holds placed on the transaction when a disc is rentedWhen the disc is returned, we will then go to bill the merchant and the authorization is dropped off of the accountIf there is no charge because you used a promo code, then the hold will automatically come off at that pointGenerally this process can take 5-business days depending on the bank If you are concerned with how pre-authorization charges are processed, we would encourage you to reach out to your financial institutionAs we did not charge for this transaction, we would be unable to provide a refund For the reasons stated above and the fact that we have not charged your account for the transaction you completed with a promo code, Redbox will consider this case closed If you have any additional questions or concerns, please contact us Sincerely, Tiffanie Corporate Escalations: OUterwall, Inc E:[email protected] Call ID [redacted]