Redbox Automated Retail

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]

Dear Ms. [redacted]
Thank you for taking the time to provide us additional details about your claim. Per our previous response we have gone outside of our normal process and had the technician in the area look for the disc. Regrettably, we have been able to locate the disc in our box.
We understand that the disc has not yet been returned to the library and we know from your additional information that this going to result in an additional cost for you. Unfortunately, as we were unable to locate the disc there is nothing more that we are able to do to assist in this matter.
We extend our sincerest apologies for any upset this has caused.
 
If you have any other questions or concerns, please contact us.

Hi [redacted],
 
We appreciate your response and can understand your concern. Redbox does attempt to bill for any outstanding balances on a weekly basis, unfortunately once we attempt to collect the funds it is out of our control whether or not the financial institution remits the funds for payment.
 
These invoices have either been closed because we exceeded the maximum amount of collection attempts or your financial institution declined the collection. Although we value your business, regrettably there is no way for us to reopen the invoices or continue further collection attempts.
 
 
As previously mentioned your account is closed due to 10 unpaid balances in the total amount of $28.51. The unpaid balances are associated with the following rentals:
 
 
 
[redacted], please understand that we have provided you all of the information we have available. As we have addressed all of your concerns in regard to this matter to the fullest of our ability Redbox now considers this case closed.

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

Dear [redacted],
Thank you for providing the additional information we requested to be able to provide you with the titles of the movies and authorization code for your transaction.
The titles of the movies that we show rented but were not returned are:
Everest
The Hateful Eight
The Martian
All of the discs were rented on 4/4/2016 2:09 PM. The approval code associated with this transaction is [redacted].
At this time, there is no further action we have to provide you about this transaction. As specifided before since the charge has been claimed as fraudulent and a formal dispute was filed with your financial institution, you will need to continue to seek further resolution from them.
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]

Dear Mr. [redacted],We have recently received your complaint regarding your purchase from Redbox Own It Now.  We sincerely apologize for the unsatisfactory experience you feel thatRedbox has given you. You stated in your claim that you requested a desiredresolution of a $15.00 refund.After...

following up with our Redbox Own It Now team, we were able to verify a refund of $15.00, which will take 3-7 business days to reflect on your bank statement, if you haven't seen it already has been set up.  Additionally our team will still be mailing you the game if you've yet to get it.  Mr [redacted], as your concerns have beenaddressed, Redbox considers this cases closed. If you have any otherquestions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase [redacted], Call ID [redacted]

Dear [redacted],
We have recently received your complaint regarding Redbox billing.  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 $74.61
Our records show the rental...

on 12/27 wasn’t returned, and our automated billing system charged you the full amount for it.  We see that you reported the rental and have processed the refund of $74.61 which will reflect on your bank statement within 3-7 business days.  You do have an email address set up for receipts, so for each return you make, you should get a receipt that day.  If you make a return, and don’t get a receipt that day, please let us know and we’ll check into the issue before any billing occurs.
[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]

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]

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 a refund of the $81.90 that was charged to your account....


After reviewing your complaint it looks like we have provided you with all of the information we have available to you. There were three discs rented out to your card at a Meijer store located on [redacted] Ave. in [redacted] Michigan on 4/4/2016 2:09 PM. In order for box to vend any discs, the physical card must be present and swiped at the machine.
Redbox does not charge for the initial day rental when the card is swiped at the box. The financial institution will generally authorize the transaction or hold the funds for the initial day but these are not collected on. The authorization or hold on the funds usually only last 5-7 business days and the funds are released back to the account. This may be sooner dependent upon the financial institution.
We understand from your calls and your recent complaint that you were not in Michigan at this time and have not rented with Redbox since 2015. You also stated that you have already disputed the charge as fraudulent with your card issuer as well as cancelled your card. As the charge has been formally disputed as fraudulent with your card issuer, regrettably we are unable to provide a refund. Your card issuer has its own internal process to assist with fraudulent charges to your account and you will need to seek assistance from them for reimbursement of the charge. Redbox will be happy to work with them to provide any information needed about the transaction.
In regard to the dispute from your financial institution, unfortunately this is not something that our Customer Care Team has insight to. I apologize for the misinformation that was provided to you that we have not received the dispute. Billing disputes from your financial institution are handled by another department here with Redbox. We can assure you that if the dispute was sent we are taking all appropriate measures to assist with providing your financial intuition what they need.
 
[redacted], we sincerely apologize for your service experience and all of the worry this transaction has caused you.  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: [redacted]
Case [redacted], Call ID [redacted]

Hi [redacted],We have reviewed your complaint regarding Redbox. We apologizethat you have not seen the refunds as promised by previous representatives. Wewill be able to review any contacts for coaching opportunities if available,once we bring up your account. Based on the information provided, we were...

unfortunatelyunable to bring up an account with refunds applied. Please provide us anyprevious reference numbers so we can look into this further. If you were notprovided any reference numbers, please respond with the last 4 digits of thecard charged, and the billing zip code for further resolution.  You are welcome to contact our Customer Care via chat,phone, or email with the reference number below for further resolution, aswell. Sincerely, CorporateEscalations:: Outerwall, Inc.E:[redacted]@outerwall.comCase [redacted], Call ID [redacted]

Dear Mr. [redacted],
 
We have recently received your complaint regarding Redbox. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you and can understand the concern you have about being charged for a rental you did not receive.
 
We were able to...

view your rental history and do see that regrettably the rental transaction for your reservation did not complete successfully. The information the agent you spoke with provided to you is correct. Our system reflects that the card used to make the reservation is showing as not active. We have sent your information to our team here to verify the issue and hopefully reactivate your account. Please allow us a few business days and we will have more information for you in regards to this.
We are sorry for any misunderstanding but Redbox has not yet billed you for this transaction. When a reservation is placed or your card is swiped at the box your financial institution will authorize the transaction. Redbox does not bill for any rentals until they show as vended and successfully returned to the box or exceeded the maximum rental period. The authorization to your account should fall off or be credited back within the next 5-7 business days.
 
Mr. [redacted], as your concerns have been addressed, Redbox considers this case closed. We will reach out to you within the next few business days with more information about your card being deactivated with Redbox.
 
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 unfortunate situations experienced with our discs.  We sincerely apologize for the unsatisfactory experience you had with Redbox. You stated in your claim that you requested a desired resolution of the $7 total you have...

spent over your last few rentals.
We want to apologize for the unplayable disc you received. We understand you did everything you could to try and get this disc working, and had company to care for which was definitely a priority to the disc. We did mark this disc for removal from circulation, thanks to your help, and were happy to reimburse you for these troubles. It seems we provided free rentals so you could try and get another copy of this title – though we understand this wasn’t necessary as you found other means to enjoy the title.
We apologize that your previous request for reimbursement was not respected, as well, but we have refunded this unplayable disc transaction as well as for the next two transactions at this time. You will see this refund in the amounts of $3.57 & $3.43. That’s $3.57 for the unplayable disc transaction, and $3.43 for your remaining rentals, or a total of $7. These refunds will reflect upon your account within 5-7 business days. You also have 2 rental Credits for your enjoyment for future rentals with Redbox, as we hope you will give us another chance. These rental Credits are valid for use until 04/06/2016.
We have rental receipts, as well as the option to view your rental history online; as we want to make sure you have easy access to your transaction details. We do try to include as much information on your reservation confirmation email to make this process convenient too, so we apologize if there was any confusion or machine difficulty. You can always call us while at the machine if you’re not having luck picking up your reservations, as we do want to ensure you get your movie title successfully. Our system does prevent double reservations, as we don’t want someone to rent two or more of the same title by mistake. We see how this was inconvenient during this matter and apologize that this information wasn’t provided to you in advance.
We will look into the previous conversations you had with our Customer Care and see if there are any education opportunities available. We appreciate you letting us know about these situations, as we want to provide the best care to our valued customers such as yourself.
As we have addressed the concerns mentioned in your complaint, we do consider this matter with Redbox closed; however if you have any other questions or concerns, please do 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]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
This is a response to the Redbox response to my complaint about unadvertised charges.My wife rented videos numerous times the last 2 months from Redbox.  The kiosks machines once again mention the rental is $1.59/ day/ DVDThe machines also state if you return the DVD after 9 PM local time you or we will be charged for an additional day/s until videos are returned.  The machines do not display charges for additional days.This is a horrible way to do business.I have no idea why I was told the charge was $8.59 and the customer service person also noted a credit of $27++ was processed due to the confusion.   The last 4 numbers of the card regarding the $21 were [redacted] but this was lost and no longer valid.This complaint was sent due to weak or horrible billing and business practices by Redbox.   I would think Redbox should have to display the charges instead of surprising clients when it is too late and after the fact.Redbox should also train it's staff regarding these charges.My last point, when I spoke to Redbox directly I had to call 3 time until I was connected to someone I was able to understand.  I guess that's customer service at its worse or cheap labor.   I also asked 3-4 times to be transferred to someone that spoke better English for me to understand what the agent was saying.With all this typed I couldn't recommend Redbox to my worse enemy or a dog.

Revdex.com:
I have reviewed the response, the last 4 digits are [redacted] and the billing zip code is 80920, the card is under my husbands name, [redacted]. We have still not seen the 1.62 put back in our account that we were told would be by numerous customer service individuals at Redbox. Please reply timely since this is a ongoing issue and we need it resolved. 
[redacted]

Dear Ms. [redacted],
 
We have recently received your complaint regarding the mix up with your Redbox.com account and the service experience you had with our customer care team. We sincerely apologize for the unsatisfactory experience you feel that Redbox given you.
We do see that there is...

a Redbox.com account associated with the email address [redacted].  We understand that this account was previously used to make rental reservations for your mom and that you have taken the appropriate measures to remove her information from the account.
In regards to the charges to your card, the only way that Redbox would be able to bill your card for a reservation is if it was used in association with your Redbox.com account. Redbox does not allow for a card to be added to more than one Redbox.com account. In addition to this the only other way we could charge your card is if it were physically swiped at the box. If you have any questions about charges to your account we would be happy to take a look into them and explain them if you would like to provide the dates and the amounts.
The Redbox rental receipts and confirmations are linked to the email address that was input at the box with a particular card. Although you have changed the email address on the website if your email address was used at the box or as you stated to make a reservation with your moms card the box would automatically associate your email address when your mom’s card is used. Please keep in mind that this is only for rentals completed at the box. In order to complete the reservation process with her credit/debit card your mom would have to have her own Redbox.com account.
Credits can only be issued to a registered Redbox.com account. In viewing your transaction history we only show that reservations and rentals have been made with one card number. We are not showing that any rentals or reservations associated with your redbox.com account have been made using the default card listed on your Redbox.com profile. If the card used at the box is your mother’s and still associated with your email address this would explain why the credits were misplaced. If your mom has a registered Redbox.com account we will gladly place credits on her account or we can issue her promo codes but would need her email address and rental information.
If you would like, we can request that your email address is unsubscribed from the box. This way your mom can enter her own email address when she rents and it will ensure all of her rental information is tied to her card or we can request that your Redbox.com account be completely closed and you would have to create a new one if you would like to continue to reserve with Redbox.
As this response requests a lot of additional information for the quickest resolution please email any additional details to the [email protected] email address.
In regard to your service experience, we can assure you that the detailed feedback you provided will be sent to the appropriate parties here with Redbox for review.
Ms. [redacted], we look forward to your response and the ability to continue to assist you until this matter is fully resolved.
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Call ID [redacted]

Dear [redacted],
 
We have recently received your complaint regarding a charge from 1/3/2016. 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 in the amount of...

$6.42.
 
Your charge of $6.42 is from rentals made on 1/3/2016. We tried to collect on this amount when the discs were returned but was unable to do so. As per our rental terms that you have agreed to when making your rental, we will then continue trying on a weekly basis until the full amount owed is collected.
The amount you owe us does not expire. Regardless of whether we were able to collect or not on the first try, you still owe us for the services we have provided you and you will not be refunded any amount.
[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]

We found limited information via the email you have on this claim. Please send us an email to [email protected] with the last four digits of the card charged $82.62 and the billing zip code.

Thank you for reaching out to us. We were able to find an account with your state and last name. We are showing three movies being rented on November 22nd however we do not see them being returned.  There for the each movie will be $1.50 for the 1st night and $24.00 for not being...

returned.  You can reach out to customer service at 1-866-Redbox3 for a more detailed explanation. As we would need to verify the last four digits of the card being charged and the billing zip code. We  ask you to please reference call id # [redacted] should you decide to call in. Thank you for your inquiry.