Redbox Automated Retail

Dear Mr. [redacted],
 
We have recently received your complaint regarding the billing of $144.00 to your account for movies that our system is not showing as returned. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim you...

stated you want a refund of $144.00 as well as the overdraft fees to your account. In addition you stated you would like a written apology as for the service experience you received.
It is certainly not our intentions of accusing you of lying and we are sorry if that is how it came across to you when you contacted back in. After reviewing your call history and your account information regrettably, we show no history of a promise of a refund for the rentals.
When you return a movie to any Redbox location it is identified by the 8 unique 8 digit bardcode on the disc. Our system indicates that non of the movies were scanned in successfully and no other Redbox customer has rented them. In addition to this our field technicians inventory the boxes once a week to check for misplaced discs inside of the machine and do ensure to check them in promptly. At this time we do not see that the rentals were located inside of the machine to be returned either.
Upon further review of your Redbox rental history our records indicate that none of your Redbox rentals have been returned successfully. Through the course of this year we have ensured that you were not charged for 3 of the rentals we were unable to verify as returned and you have also been refunded in the sum of $274.55 for rentals that we were unable to verify as returned successfully.
Many of our customers that have rented from us much more often than you have, rarely or never have a problem that they need to contact our Customer Service team, but you have called us with the same issue for all of your rentals starting in January of this year. Regrettably, due to this as well as the $274.55 in compensation we have already provided to you we will be unable to refund you as requested.
For more information please visit our Terms of Use located at Redbox.com/terms.
 
Mr. [redacted] as Redbox has 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 [redacted] , Call ID [redacted]

Hi [redacted],We have reviewed your complaint regarding Redbox. Weunderstand you had a less than satisfactory experience with your rental, aswell as our Customer Care. We will review any previous contacts to see if anycoaching opportunities are available as we want to ensure you are taken care ofthe...

first time you call with ease. Upon searching your name and the othercontact details provided, we were unable to bring up the charge or previouscontact. Please reach out to our Customer Care via chat or email with thereference number in the call ID below with the following information so we canlook into this further:The last 4 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)As this is a billing question: the date & amount of the chargeWe ask that you contact Customer Care again with thisinformation despite the previous situation, as these Revdex.com requests are reviewedpublicly and we wish to keep your information safe.If you have been charged the entire replacement costsfrom Redbox for rentals you did not place, this would be a matter of fraud thatwould need to be disputed with your financial institution. If a transaction wasmade fraudulently, we would not be able to adjust these charges as fraudulentconcerns need to be addressed with your bank for security purposes. We arehappy to provide any details necessary to assist with charges; howeverdisputing a transaction as fraud makes it unable to be accessed or adjusted onour end.We understand you are disputing fraud for anotherreason other than an unauthorized use of your card, and know that we are onlyhuman and also that machines can have issues. We have technicians check ourmachines weekly to ensure they are functioning properly, as well as emailreceipts and the option to view your rental history online so you have recordsof what we have for your discs and charges. Our passive-sale charges are assessedbased on the replacement costs of the discs as well as our nightly rate whichis agreed to upon swiping your card – as other customers will be unable to rentout a disc further if we do not have record of the return in our systems. Wehope this is understandable and apologize that you do not agree with these charges.Please reach out to our Customer Care again and we willdo what we can to help with the charge in question. Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted], Call ID [redacted]

Dear [redacted],We have recently received your complaint regarding a problemwith a promo code.  We sincerelyapologize 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$1.00.It appears a different code...

was applied instead of the $1.50one that you received. There was an ongoing web promotion that was appliedinstead of the code that you were trying to use, which is the discrepancy inthe discount. We did check the code you were given and it was valid for $1.50. The refund of $1.00 has been applied to your account andwill appear within 3-5 business days.As your concerns have been addressed, we consider this caseclosed. If you have any other questions or concerns, please contactus.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase [redacted],Call ID [redacted]

Complaint: [redacted]I am rejecting this response because:
 
I cannot accept that Red Box is unwilling to consider the fact that the barcode on the disk may be faulty in some way, that the machine was unable to read the barcode properly and is blaming the customer.  "The customer is always right" What happened to that motto.  As for the email confirmation, I did not want to give my email out so I can be troubled with ads, spam, and the like.  I take a risk sliding my credit card in the machine as it is. 
I was not aware of the fact that if I would have signed up for the email confirmation that may have saved me this trouble.  But like I stated above, I cannot say for sure I would have risked it for the above mentioned reasons.  Stealing peoples money is not what I consider good business.  Maybe Red box is raking in the dough, but you get enough fed up, taking advantage of customers they will spread the word.  There will be more business lost than crediting a good customer for no fault of their own.  Holding the email thing over my head basically telling me its on me for the burden of proof is sickening. 
I think Red box needs to look more into the troubles their customers are having and try to resolve them from continuing.  That's what a good business owner does. I wish someone would have alerted me to this beforehand and I would have probably never even gotten in to this mess now.  I hope this  company can sleep at night practicing their business in this manner.  You are right, this amount of money is dear to me.  People are struggling right now and red box is pulling these greedy practices.  You should be ashamed.
I think that red box needs to reconsider that their is fault on their side for once and do the right thing and credit their customer.  Cause you will not have to worry about this happening with me ever again, since I intend to never touch one of these kiosks again.
 
 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
They are just making excuses as to why they can't reimburse my money which the money they took was for a bill that I now can't pay due to this crap. I did not have a previous account that had charges on it in fact I know that was a crock of crap. They can do better then this! I can't post my private card and information since it is made public.
Sincerely,
[redacted]

Hi [redacted],We have reviewed your complaint regarding Redbox.We do have many security measures in place to keep yourcard information safe, and wish to assist with your debit card. We request thatyou contact our Customer Service again with the reference number below, so wecan gather the last 4 digits...

of your card securely, as well as the addressinformation for where this incident occured so we can research further. CustomerCare can be contacted via chat, email, or phone. Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase:[redacted], Call ID: [redacted]

[redacted],
I am terribly sorry that two of the codes that you purchased did not work.  We are more than happy to replace those codes as well as add two more for the hassle and embarrassment in which you had to endure.  If for some reason you would rather have the refund of $3 we can process...

that as well.  Below are the codes:
[redacted]
 
 
 
To use a promo code at the box, click the “Promo Code” button when you get to the checkout page. You’ll still be asked to swipe your card to cover any additional nights you hold on to your disc. You won’t be billed for your first rental night, but you’ll see an authorization hold that’ll drop off of your account in 5-7 business days. Please note that promo codes can only be entered at the box and can’t be used for online reservations. Only one promo code can be used per transaction.
 
Thank you,
 
Redbox Customer Care

Thank you for reaching out about your concern.  Once a credit card is swiped at the kiosk the kiosk authorizes the account attached to the card.  Because the same account is still open that is why we are attempting to collect for the fraudulent charges.  You have done all the right...

things with your bank to take care of this and they should be able to help you in this matter as your bank is there to protect you against theft like this.  I am truly sorry that this has happened to you.  Please let Redbox know if we can supply the bank with any supporting information you may need to resolve this. Thank you,Redbox Customer Care

Complaint: [redacted]I am rejecting this response because a movie returned to your box was kept by someone in the company.  This means that you stole property belonging to a public library.  And yes, I do in fact have to replace this item.  Therefore, when they get a new copy, the item you stole belongs to me.  I immediately tried to get assistance and the customer service was little to no help.  Sadly, as your response proves, this continues to be the same. I loved redbox and used it regularly, as I am sure you can see from my account. Never again.  And I will make sure those I know do not as well. How a company handles a problem makes all the difference in world to repeat and future customers.

Revdex.com: thank youI 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]

Dear [redacted]We have recently received your complaint regarding the additional charge made to your card.  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.You were...

charged because the card was swiped at the kiosk and 3 discs were dispensed. These discs were successfully dispensed and were later returned together at one of our kiosks.  If you were not the one to swipe your card and rent these discs, then this would be considered a fraudulent charge. Someone would have had access to your card and would have it to have it physically present in order to rent with us. If you state that you weren’t the one to swipe the card, then you would need to follow the fraud steps as they pertain to the card issuer. This would mean you need to call the number on the back of your credit/debit card and open a fraud case with the issuer. Since we do show that these discs were dispensed, kept for additional nights then later returned, we consider these charges valid. We cannot issue any compensation. 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 Ms. [redacted],
 
We have recently received your complaint regarding the unauthorized charge to your account.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you would like a refund of the $7.96 that was...

charged to your account.
In order to complete a transaction with Redbox your card must be physically swiped at the box. There is no other way for the discs to vend. Redbox in no way was trying to brush your claim off by referring you to your financial institution. We refer you to your financial institution to report any fraud to your card immediately to prevent any other transactions occurring to your card. As you stated the charges to your account were unauthorized, once again we recommend working for your financial institution on reimbursement of the funds as they have their own internal process for assisting with fraudulent transactions.
We are happy to provide you with any details you may need about the rental in order to provide to your financial insitituion. In addition to the billing for this on 12/2/2016 we do show that partial charges were collected on 11/13/2016 as well as 11/15/2016.
Ms. [redacted], as stated we are happy to provide you with any information about the transction you need to present to your financial insitution. You can email us directly at the email address provided below.
 
If you have any other questions or concerns, please contact us.
 
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Call ID [redacted]

Complaint: [redacted]I am rejecting this response because:
The courtesy they are referring to was their error over a DVD I returned, and they did not have a record of. I was not late in returning it.  The amount of late fees is astronomical, and I should have been given the option of keeping the DVDs.  I do not feel this is fair and if they consider this matter "closed", I would consider this to be very poor customer service, and I will never rent another Redbox movie and will be sure to advise my community of these monstrous fees with no option of keeping the DVD.  I have seen numerous complaints about this same issue of the fees, and if so many people are upset, it is time to take a look at these policies.  Renting from [redacted] and formerly from [redacted] when it existed never yielded such unfair practices and fees.  I request again that this policy be reconsidered and that some of this money be refunded.

Morning,Thank you for reaching out.  We hate to hear that you have had multiple issues with the cinavia issue.  I have went ahead and refunded you for your most recent transaction.  I also would like to recommend updating your firmware on your player in order to avoid this error from...

occurring again.  This is a simple update to get your player up to the most current version.  Please let me know if you have any further questions/concerns.Thank you,Redbox Customer Care TeamHeather

[redacted],I would be happy to look at your account again and see if we have located the discs or if I can do anything further to assist you.  In order to do so I will need the last four digits of the credit card that was billed along with the billing zip code.   Thanks, Redbox...

Customer Care

We emailed [redacted] as they stated a few days ago and have not received a response.  We have not received our refund of $72.90.
Please send us the refund.

Dear Miss [redacted],
We’re sorry to hear your issue wasn’t resolved with our Customer Care Team. We do show that a refund of $27.00 was successfully applied as a refund on 12/12/15. If we can provide you with any info about which card it was applied to or if you need any confirmation number, please...

feel free to reach out to us at [email protected]. Since this is a public forum, we aren’t able to provide any of this information in the Revdex.com response.
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: [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]

Hi [redacted],We have went ahead and processed the remainder of the amount charged for the passive sale.  Looks like you had previously received a $10 refund so the total amount left was $17.32.  I refunded all of this amount due to the hassle and effort you had to go through in order to get...

this rectified.  I hope you have an excellent week.Thanks,Redbox Customer Care

Toby,I'm afraid to say that we were unable to locate your personal disc in the Box. Take care,Redbox Customer Care team