Redbox Automated Retail

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Kind of strange that after I complained about this it was changed in that the additional charge was remove that same day. I guess that business can do what they want. Do they have the right to do this at all? Especially when items are removed there's no proof of what I even said............Is this normal operating procedures with business today in the credit/debit card industry?
Sincerely,
[redacted]

Dear [redacted],We have recently received your complaint regarding a charge made to 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 refund of $147.66We show that a card...

was swiped at our kiosk and these two games were dispensed. If you weren’t the one to make the rental, then we would need to go through the fraudulent rental process. In order to do this, you would need to dispute the charge through your bank and then they would investigate directly with us. Since you are stating that this charge is fraudulent, we aren’t able to offer any additional refunds.As your concerns have been addressed, we consider this cases closed. If you have any other questions or concerns, please contact us.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [email protected] [redacted], Call ID [redacted]

Hi [redacted],I was able to find the transaction in which you are speaking of and you are right on the spot with the return time.  Redbox's policy is 9pm the following day just to clarify.  I apologize if you were given any different information than that.  Because I understand you were...

not completely clear on this I have gone ahead and refunded for the additional night fee which was $3.22.  You will see this reflect within 5-7 business days.Thank you. Redbox Customer Care

Dear Ms. [redacted],
 
We have recently received your complaint regarding the charge to your account and the service experience you received when you contacted 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 would like a full refund of the $49.76 that was charged to your account.
In reviewing the information for the transaction in question, we do show that one of the discs was returned after 14 days of rental. We show the movie was rented on 10/2/2016 and returned on 10/16/2016. The total for the rental on this disc for the initial night and the 13 additional days rental was $21.00 plus the applicable rental tax. For the second, disc regrettably we are not showing it returned to any Redbox location or rented by any other customers. Due to this, you were charged for the maximum rental period which is 17 days.
In reviewing the notes left from your earlier interaction today, it appears it was stated that the 2nd disc was returned with the first one. If both disc were returned the same date the charge total for the second disc would have also been for 14 days in the amount of $21.00 plus the applicable rental tax. By no means was it our intention to insult you by offering such a small refund however, the refund amount would be for the 3 additional days you were charged as you stated the disc was returned on the 14th day. The amount of the refund for this would be $4.82.
We are still happy to honor this refund. Please understand that as each rental was kept out for an additional 14 days, the correct charge for the days the disc remained in your possession is $44.94. Regrettably, we are unable to refund for the full amount.
 
Ms. [redacted], please let us know if you would like us to proceed with the refund of $4.94. Otherwise, as Redbox has addressed all of your concerns we now consider 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]

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.
Sincerely,
[redacted]

I have already filed a complaint see complaint #[redacted]. I was told by the business my card would not be charged anything other than the initial rental charge. However I did just receive an email stating that I was charged another $54.49. So the response from this business was a lie and this issue is not resolved.
I want the $54.49 to be refunded as it should have never been charged according to the person with Redbox who reviewed my first claim.

Dear [redacted],
We have recently received your complaint regarding your Redbox customer service experience.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested an explanation of why the call you were on was...

disconnected.
There is certainly no excuse or explanation for why the call was disconnected during your interaction.  The feedback you provided will be sent to the customer service manager to listen to the call and provide the appropriate coaching to the agent you spoke with.
In regards to the Cinavia error that came up during the play of your rental we are happy to provide you more information. The Cinavia error is not an error with the disc; the message comes up when the firmware of your player needs to be updated. Cinavia is an additional security measure placed on the discs by the manufacturer. Regrettably, we do not have any inside information as to why the disc will play for 20 minutes before the error occurs.
[redacted], we hope we have addressed all of your concerns. If there is any further feedback you have to provide or anything additional we can do to assist you please email [email protected]
If you have any other questions or concerns, please contact us.
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Call ID [redacted]

Ms. [redacted],I have read your complaint and looked up your account.  After reviewing all the information I have decided to refund you for $27.03.  You should see this come back onto your card ending in 9132 within 5-7 business days.  I appreciate the level of effort you have went through...

in order to let us know you are still unsatisfied with the resolution of your problem.   Thank you, Redbox Customer ServiceHeather

Dear [redacted],We have recently received your complaint regarding multiple charges over the span of two months. We sincerely apologize for the unsatisfactory experience you feel that has given you.We would be more than happy to look into this for you and help to clarify these charges. Please...

provide us with your billing ZIP code and the last 4 digits of the card being charged. After we gather that information, we can further assist you.If you have any other questions or concerns, please contact us.Sincerely,LindsayCorporate Escalations:: Outerwall, Inc.E: [email protected] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I am exhausted with dealing with this complaint and company. They refused to admit their wrong. I had someone from their staff twitter me and this was their offer of $3 instead of the money I paid. It is fine I appreciate the Revdex.com and their fast and efficient help. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: they are asking for information from me to proceed.  According to the Redbox website, Last PlayPass Points Earned: 5/28/2017.  However, I do not remember any points being added to my account for awhile before that so I disagree, but I have no way of knowing when the last time I really earned points was.  If they would just give me the 50 points I asked for this would be over already.  Thanks.
Sincerely,
[redacted]

Hi There. I'm happy to look into the transaction and see what happened.  Please send me the last 4 digits of the credit card you use and the corresponding billing zip code.   thanks,Heather

Hi [redacted], We have reviewed your complaint regarding Redbox. Weare certainly sorry for any confusion regarding the reservation process. Peryour description of the situation, it sounds as though the machine where youreserved went offline in turn not being able to recognize your reservation. Ifwe...

had known the machine to be down, your reservation would not have been ableto go through, so we do apologize for any disconnect between the machine andour website at the time of pick-up and reservation. You were issued 2 rentalCredits valid toward future rentals to make up for the inconvenience, as wellas a refund for the charge of $1.61. This refund will reflect upon your accountwithin 5-7 business days. We will also review your previous contacts withcustomer service to see if any coaching opportunities are available, as we wantto ensure you are being treated with the utmost respect and given the bestinformation we have available. We want to assure you that your card ending in [redacted] hasno pending charges at this time, and that your card was not charged $25. Theonly transaction we are showing is for the reservation that was unable to be retrievedwhich accounted for the $1.61 that was refunded. Any “pending” chargesyou’re seeing aside from that would only be preauthorizations. What this meansis that the bank authorized a payment for these rental attempts as your cardwas swiped, however as the transactions were not successful, Redbox didn’t chargeyou. Your bank will release any of these monies in 5-7 business days.  Please look into any upcoming deals we have here: http://www.redbox.com/dealzone. Wehope this information helps, and look forward to your continued support in thefuture. Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted], Call ID [redacted]

Complaint: [redacted]I am rejecting this response because:I returned the video the day after I rented it.  It must have been lost in your system until yiu found it.  Check my account.  I have ALWAYS returned video the day after renting them.Sincerely,[redacted]

Dear [redacted],We have recently received your complaint regarding a possible charge.  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 not being charged for...

additional days that your rentals were kept out.In order to look further into this situation, we'll need to collect further information to locate your account. We ask that you please email us at [email protected] with the following information:The last 4 digits of the card used to make the rentalsYour billing ZIP codeThe name of the card-holderThe title(s) of the rentals in questionOnce we have this information, we will be able to further assist you.If you have any other questions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [email protected] [redacted]

Dear [redacted]
 
We have recently received your complaint regarding a pending charge on your account when you used a promo code to rent. 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 being refunded $1.62 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 account. We were able to validate that you were not charged when you rented using a promo code on 10/4/2016. The pending transaction you see is a pre-authorization. Pre-authorization's are holds placed on the transaction when a disc is rented. When the disc is returned, we will then go to bill the merchant and the authorization is dropped off of the account. If there is no charge because you used a promo code, then the hold will automatically come off at that point. Generally this process can take 5-7 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 institution. As 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]

Miss [redacted],I am so sorry to hear that your card has been compromised.  Because this is a fraudulent issue with your card and we don't want this to continue to happen to you we have to refer you back to your bank to file a report with them.  Your bank will have a process to follow in...

order to help you with the funds that were taken due to this issue.  If your bank need specific information on the transactions please reach out to us and we would be happy to provide whatever information they need.   Thank you, Redbox Customer Care

Hi [redacted],I have refunded you for $36.81 which was the total amount in which you were charged for the dvd.  While normally a dvd being stuck is not something we refund the full purchase price for we appreciate your business and wanted to make it right for you.  We will not be requesting...

that you mail the dvd back to us however if you are around a kiosk you can return it there at your convenience. Thank you, Redbox Customer Care

Complaint: [redacted]I am rejecting this response because:
My bank denies any such allegation of a charge on 10/2/16 for an alleged rental or any time during the month of October during the year 2016. And when confronted with that information I see that you went on in your last response to state that the initial rental that triggered this charge was 11/2/2016 (see last response prior to this one from your business) however there's again no record with the bank reflecting that charge either. I can provide bank statements going back as far as I need to if necessary. My last transaction with your company was on 09/7/2016 for $1.63 and $2.63 then the next transaction we had from your company was 11/04/2016 for $110.77 yet when you were contacted reference this we have received a number of different stories regarding what it was for yet no real evidence of anything. 
 
Id like any type of evidence you can provide regarding an alleged transaction or rental that allegedly triggered this $110.77 fee that you state is a late fee. Aside from your word you have nothing evidentiary to provide aside from your own hearsay which is not only alarming but wrong if this is happening to people daily this is a huge concern. 
 
I had a recorded conference call between your company and my bank on November 5,2016 and at that time you advised the bank that you would be returning the funds to my account and even provided your merchant Id transaction id and a release code. Yet upon checking back with you 36 hours later I was advised that you would not be able to return the funds, with no further explanation. 
 
On Novemeber 6th,2016 on a recorded call your representative stated that your company was "borrowing" the money for 7-10 days. Can you please explain that to me as well? 
At this point it is clear that your company has nothing to substantiate your claim aside from your word, I will take this to the next level of need be however I am trying to make a good faith effort to resolve this issue. 
 
If if needed I can provide further documentation from my bank (whom has opened a formal investigation) as well as audio recordings with your company to further look into this issue. This issue is far from over, you as a company cannot fraudulently charge people's account without authorization. I'd also like to point out that the last charge on my account was a key enter transaction meaning the card was not swiped physically as you allege and was just entered in physically and I can also provide documentation of that from my bank as well.
Sincerely,[redacted]

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