Redbox Automated Retail

Dear Dr. [redacted],
We have recently received your complaint regarding the charge on the account.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of a full refund.
We did go ahead and check the return time and we do show the disc was returned after the maximum rental period which is why you were billed. We don’t see any problems from the location during the timeframe of the return. However, since you do have a good rental history with us, a refund of $13.50 has been applied to the account. Please allow 3-5 business days for the refund to post to the account.
As your concerns have been addressed, we consider this case closed.
If you have any other questions or concerns, please contact us.
Sincerely,
Courtney
Corporate Escalations:: Outerwall, Inc.
E: [redacted]@outerwall.com
Case [redacted],, Call ID [redacted]

Hi [redacted],I was able to locate the transaction that you are talking about and will escalate the request to locate your personal game to the technician.  If we are able to locate the disc we will work with you to return it.  I will contact you once I have heard back form the technician.Thanks...

for reaching out!Redbox Customer Care

Complaint: [redacted]
I am rejecting this response because: [redacted] and [redacted]
Sincerely,
[redacted]

Good Morning,I have been able to look up the movie The Great Wall and it is available in many kiosks in your area.  While it is available now I do know that sometimes when the disc is first placed into the kiosks and show as available to be rented that doesn't always mean that they are in every...

kiosk at the same time.  Because we have individuals who need to stock the kiosks there could be a couple days before the title is available in ALL kiosks.  Thank you for reaching out! Redbox Customer Care

Hi [redacted],Thank you for reaching out when your issue was not resolved previously.  Do you know the last time you received a credit for Playpass points?  This will help me when escalating this issue up to the appropriate team.Appreciate your patience while we get this figured out for...

you! Redbox Customer CareHeather

Thank you for your response.Whatever I only hear transaction is valid from you without showing proof. I have two charges on my account within two months period .As of today I haven't received proof of rental, date and name of the movies either return or decayed.I haven't rent movie after I saw my first charge and month later once again I am being charged. When my daughter called representative told her it's two charges for one movie almost 80$ ? Redbox has my bank cards on file and I am demending it's to be removed . I do not agree for redbox to charge two or three months latter without any proof. I haven't received any proo at all , all I hear is valid . In a court of law it's hearsay and exhibit is needed . I do not consider this issue being closed as my request and complaint hasn't been solved. I let go those tricks with Redbox prior on many occasions , this time I won't allow this continue.
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Revdex.com IS SPECIFICALLY ASKING THAT THE BUSINESS SUPPLY THE NAME OF THE MOVIES RENTED AS WELL AS THE DATE OF THE RENTAL

Complaint: [redacted]I am rejecting this response because: the tranasactions are beacause I am being charged extra beacause the machine says in the system is getting the movies late which is false Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:As I already indicated to them THREE times and through the Revdex.com complaint promise, the amount on my screen showed a $0 balance on the transaction and had a witness who can attest to the same. Redbox can make all the claims they want but it does not change the fact that my screen showed $0. This is what the law calls a price gouge and it is ILLEGAL. Sincerely,[redacted]

Hello [redacted],
We appreciate your response. We understand the immediate concern you have about being charged additional day rental fees for rentals you returned on time.
We have reviewed your account and do see that for rentals you made on 10/9/2016 the discs were not returned until 10/11/2016 at approximately 12:18 AM. To avoid additional day rental fees all Redbox rentals are due back at the box by 9 PM the following day.
We do see that you contacted in about these rentals and were provided compensation in the form of a promo code for the additional day on all 3 discs. Also, for the rental of the 2 movies on 10/9/2016 we have not successfully collected the funds and will be unable to as the invoice is closed. In total for the rentals on your account Redbox has only successfully collected $6.57.
Once again we encourage you to review your bank statement for pending charges which are holds for the initial night rental. The pending charges should roll off or be credited back to your account within 5-7 business days of your charges being collected.
[redacted], as we have provided you with all of the information we have available Redbox now considers this case closed. If you have any charges to your account that you feel are unauthorized you are welcome to continue the formal dispute process with your financial institution.
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Call ID [redacted]

Dear Ms. [redacted],
 
We have recently received your complaint regarding the charge to your account for your Redbox rental.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of...

a refund of $73.14.
The rental charge of a game from Redbox is $3.00 per day with the maximum rental period being 23 days. To avoid any additional day charges on your rentals, any Redbox disc is due back to any Redbox location by 9 PM. Redbox does not collect the charge rentals from the box until the disc has either been returned or the maxium rental period has been exceeded. The charge of the $73.14 you received was for the $3.00 per day for the 23 days disc remained unreturned.
We apologize for any confusion there may have been about the Redbox billing process or the maximum rental period. We do see that the disc has been returned and as we value you as a customer, we have issued a refund to your account for the full amount of $73.14. This refund should credit to your account within the next 5-7 business days if it has not already posted.
For the future we do recommend including your email address during any transaction made at the box. This will ensure that you receive rental and return confirmations as well as billing receipts any time Redbox attempts to collect funds from your account. You can also track your rentals and returns by creating an online profile at redbox.com.
Ms. [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 [redacted], We have recently received your complaint regarding thecharge of $9.72.  We sincerely apologizefor the unsatisfactory experience you feel that Redbox has given you. You stated in your claim thatyou requested a desired resolution of a full refund.We do show the movies were rented...

on 8/20 and returned after9 PM on 8/22, which is why you were billed for a 3 day rental.Unfortunately, no refund can be processed to the accountbecause we have not collected the $9.72 yet. We have tried collecting on thebalance due every 7 days, but have been declined every attempt we’ve made. Once the charge is posted to the account, we’d be more thanhappy to apply the refund for the damaged disc.In the future, please contact us as soon as you notice adisc is damaged, so we can have it removed from circulation and also make surethat your account is refunded.Consumer Name, as your concerns have been addressed, weconsider this case closed. If you have any other questions or concerns, please contactus. Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.com[redacted]

Dear Ms. [redacted],
 
We have recently received your complaint regarding the charges to your account from Redbox as well your recent interaction with our Customer Care Team.   We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in...

your claim that you requested a desired resolution of a refund $5.31.
First, we would like to apologize for the service experience you received when you contacted our Customer Care Team. Redbox strives to provide an extraordinary service experience to all of our valued customers. We are disheartened to hear that this is not the service experience you had with our company and can assure you your feedback has not fallen on deaf ears.
We were able to locate your rental transaction and show that you were charged in the amount of $6.52 for your rentals on 6/22/2016 8:46 PM. To avoid additional day charges all Redbox rentals are due back to the box the day after they are rented by 9 PM.
One of the discs on your transaction was rented from 6/22 to 6/23 at 8:47 PM. As this disc was returned the next day before 9 PM you did not accrue any additional day charges. The billing for this disc was $1.50 plus any applicable rental tax.
The second disc rented with this transaction was rented from 6/22 to 6/25 at 8:05 PM. For this you were charged a total of 3 days. The first day of the rental period is the initial day rental which is from 6/22 to 6/23 at 9 PM. The first additional day charge would be for the time period of 6/23 starting at 9:01 PM until 6/24 at 9 PM. The second additional day charge would be for the time period of 6/24 starting at 9:01 PM until 6/25 8:05 PM when you returned the disc.
We apologize for any misunderstanding there may have been in regard to the way Redbox billing works. If a disc is not returned to the box by 9 PM, any hours the disc is kept after a new billing day begins. The total charge for your rentals was $6.51.
Please keep in mind that when you rent with Redbox, when your card is swiped your financial institution authorizes the charge for the amount of the initial day rental. This is the “pending” charge you are seeing of $3.26. As the charge is “pending” it is just a hold on the funds for the initial day amount. Redbox has not actually collected this amount from your account. Redbox does not actually bill for any rentals until all of the discs on the rental transaction have been returned or exceed the maximum rental period. Generally the authorized amount is credit back to your account or rolls off of the account within 5-7 business days from the date the discs have been returned. The release of the authorization can also vary based on your financial institution.
Ms. [redacted], your charges have been found to be valid for the rental period of the movies. As Redbox did not collect the initial pending charge of $3.26 we will not be providing compensation for your rental transaction.
 
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 the charge of $19.08 for your rentals on 7/19. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of a full refund...

of the $19.08 you were charged.
In reviewing your claim you state that the movies we returned 3 days after the intial rental date on 7/19. Each Redbox disc is tracked by the unique 8 digit barcode that is on the center of the disc. If the disc is returned backwards by mistake or found misplaced in the box by a field technician your account is noted with this information. According to our records we show that the discs were checked into the Redbox located outside of [redacted] pharmacy located on [redacted] on 7/25/2016 at 7:59 PM.
The billing for the rentals in the amount of $19.08 is 3.00 for the initial day rental of both movies and $15.00 for 5 additional days for both rentals plus any applicable rental charges.
Redbox values you as a loyal Redbox customer and are happy to meet your desired resolution. We have processed a refund for the full amount if $19.08. You should see this refund post to your account within the next 5-7 business days.
In the future remember to keep an eye out for your return confirmation. These will be delivered to the email address you provided in your claim as it is the same email address that is associated with your account. Additionally, any time Redbox bills your account a email receipt is sent. If you do not receive these emails to your inbox please check your spam or promotional folder. If for any reason you do not receive confirmation of your return, please let our Customer Care Department know as soon as you can so that they can assist promptly.
 
[redacted] as your concerns have been addressed, Redbox considers this case closed.
 
If you have any other questions or concerns, please contact us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is most satisfactory to me. It doesn't account for the time that you guys left me without food or gas starving because you and your management team said I had to pay another seven dollars and change to he my refund when you overdrafts my account. And your refund doesn't pay the $5 overdraft fee that was charged because of all of this. I appreciate the refund months later but this should have been handled the day it happened not now and when I called over the three weeks that I let it go before posting to the Revdex.com it was you guys that said you would not refund my account until I paid you what was remaining on the mischarged balance. I've been waiting ang long since given up on this refund months ago. This was not an error in your system according to your customer service management this was company policy. Please don't sugar coat it for the general public there was no error outside of your employees.  Again I appreciate the refund now but that doesn't put the food that you took from me in my mouth months ago and sure doesn't account for the humiliation I had to endure asking for help, money, and food because of what you did. 
Sincerely,
[redacted]

Dear [redacted],We have recently received your complaint regarding a promo code.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of a refund of $1.64.We do show that you made a rental...

attempt and the card was declined.  A second attempt was made and was successful; however it did not have a code applied to it. At checkout, we do verify the charge amount and whether a code is used. Therefore since this was accepted and the rental was made, no refund can be given as compenstation.As your concerns have been addressed, we consider this case closed. If you have any other questions or concerns, please contact us.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [email protected] [redacted], Call ID [redacted]

Dear [redacted],
We have received your complaint regarding a unexpected Redbox charge. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a refund for the charge $20.59.
 
We were able to review this...

claim further, we were not able to locate the title as being returned successfully. We understand you indicated there was an issue with the box when you went to return the disc. In the future, please make sure to contact us right away to prevent any unexpected charges.
 
As we do value your business, we will be providing a refund for the $20.59 which would be the additional amount past the 4 days you indicated you had the rental. Please allow 5-7 business days for the refund to post back to your account.
 
Irving, as your concerns have been addressed, Redbox considers this case closed.
 
If you have any other questions or concerns, please contact us.
 
Sincerely,
Tiffanie
Corporate Escalations: Outerwall, Inc
E:[email protected]
Case ID [redacted]

Complaint: [redacted]
I am rejecting this response because: I never received confirmation from Redbox about my charges ($73.74) being dropped. As you can see in the attached picture, my bank says I am not responsible for the transactions that originally took place (the $3.21 rental). These were fraudulent charges, but Redbox is saying that I owe them $73.74 for not returning a game that I never rented (the original $3.21 that turned into this $73.74 because it was never returned.) Again, this took place in New Jersey and I have never even been to New Jersey. If Redbox can please drop this charge on my Redbox account I would appreciate it. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
 
I returned these dvds. I understand that you say that you don't have proof that I returned them, but a lot of things can happen. Who is to say that your service tech didn't steal them out of the machine.  Who is to say that your machine didn't malfunction and spit back out the DVDs. You have no proof that I didn't return these DVDs. I will have proof when I get the security footage from stop and shop. I don't mind hiring a lawyer b cause I know I am correct and you will be the one paying for it. You have no proof and no right to take money out of my account without my permission. Sincerely,[redacted]

Dear [redacted],
We have recently received your complaint regarding Redbox.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of your accounts being removed from our system as well as...

reimbursement for erroneous charges.
We have reviewed your transaction history and show that the charges in question are valid for discs that have not been verified as returned to any Redbox location. We have also been able to verify that you were the last renter for each of the discs that you were charged.
Each Redbox disc has an 8 digit barcode that is scanned upon rental and return of the disc in order to track it. Additionally, Redbox technicians inventory each box weekly. If the discs were found misplaced or returned backwards inside of the box, the discs would show as returned promptly.
In your claim you stated that you never receive rental receipts or reminders for the charges. Redbox does send out rental confirmations, return confirmations and billing receipts when we withdraw funds from your account. As Redbox is an automated retailer, in order to receive any of these notifications you must enter your email address at the box and you have the option to create a Redbox.com account in order to track your rental and return dates. We do see that this information was provided to you in March, but regrettably we do not see that for any of your transactions an email address was entered and you do not have an active Redbox.com account.
With the resources we have available, as we were unable to locate your rentals within any Redbox location, we will be unable to fund you. The charges to your account are valid for the maximum rental period of the discs that Redbox does not have in its possession. As you do not have a registered account with Redbox, there is no account information to delete from our system. Please keep in mind that Redbox reserves the right to collect any other unpaid balances that may be associated with your rental transactions.
For any charges that you believe to be invalid or billed erroneously you are welcome to dispute these with your financial institution.
[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]

Hi [redacted],I have refunded you for the remainder of the amount you were charged for the non-return.  There was a $20 refund previously given for this incident so I have refunded an additional $32.20.  Please let me know if you have any further questions/concerns.Thanks,Redbox Customer...

CareHeather