Redbox Automated Retail

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 in the amount of $91.64.
Our records show...

you rented 4 movies on 8/30/2015.  Of the 4 movies, 3 of them don’t show as returned at all as of today (1/6/2016) and the 4th movie shows as returned after the 17 day maximum rental period.
Our field technicians do weekly checks at each box, and didn’t locate 3 of the 4 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 $24.00 plus applicable tax for each rental.  The total cost for this transaction was $108.89 and at this time only $91.58 has been collected.  The balance of $17.30 has been attempted to be collected once weekly since September with no success. 
Because we don’t show the return for 3 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.
[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 not receiving the refund that was promised to you. 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 $30.00....


After reviewing the information you provided I do see that 2 of your rentals registered as not returned to any Redbox location and have not been rented again by any other customers. We apologize for any miscommunication during your first contact with Redbox but as the billing system is automated the balance of your transaction has to be collected in full before a refund will process.
We can close the current invoice to prevent further collection attempts of the $30.73 that is owed and refund you the $25.12 that has already collected. Please understand that if we close the invoice you will no longer be able to rent from Redbox with the credit/debit card associated with these rentals.
[redacted], please let us know at your earliest convenience if you would like us to close this invoice and refund the $25.12 that we have currently collected.
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Call ID [redacted]

Complaint: [redacted]I am rejecting this response because:As I already stated, my screen showed $0 balance due. And I can only go what my screen showed. My card rejected because the bank sent a new card. I entered the new card information and verified the code was still applied. It was and the total said $0 on my end. Now Redbox claims it shows different on their end which either means they are lying or they had issues on that day which might be possible because I am not the only one who had false charges. I have no reason to lie and I am stating the fact of what my screen showed. As with gas stations, the price on the pump is what the consumer owes. So since the price only screen was verified as $0 with witness accounts, Redbox is in the wrong. Sincerely,[redacted]

Dear Ms [redacted],We have recently received your complaint regarding the two unreturned movies.  We did further research on the location reported. We don’t see any phone calls reporting issues with the location, nor do we show any problems during the time frame of the return. Both discs are still showing as outstanding. We recommend checking the house again and in places they may have been forgotten about. If the discs are found and would like to be returned, we can offer a partial credit. As as your concerns have been addressed, we consider this case closed. If you have any other questions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [email protected] [redacted], Call ID [redacted]

Hi [redacted],We have reviewed your complaint regarding Redbox. Weapologize that the previous experience you had with Redbox Customer Care wasnot to your satisfaction. We will review the previous contact to see if anycoaching opportunities are available, as we always wish to respect your rightto speak...

to a supervisor when requested. We apologize again that you wereunable to reach the person you requested, and that your issue was not resolved.A refund of $24.41 for the additional nights of chargewithin your transaction was applied on 4/17/2015; this refund was applied bythe previous agent you spoke with in Customer Care. The remaining $4.88 was leftfrom this charge as it was for the initial night of rental for these 3 DVDs. Arefund can take 5-7 business days to reflect upon your account, so we hopethese funds are visible on your account at this time. If you are not seeingthis credit to your account, please reach out to your financial institution, asthe refund has been applied on our end. We apologize for any delay and appreciate yourcontinued support.  Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted]

Revdex.com:The disc wasn't fact returned on the 2nd of April. Thank you.
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: I have provided a attached photo of my bank statement showing that this charge has been taken out of my account. I have also told you that I have contacted my bank about this matter. The bank has stated that "By FEDERAL LAW they can not LEGALLY hold or withdraw money out of ours or anyone's bank account". The only way it can be processed is if was sent in as a charge. Which you obviously sent in as a charge.............. I have been a very good customer to your company, I will usually rent at least 2 or more movies from you a week. Rest assured that I will never rent from you again. I will also make sure that everyone else I come in contact with knows how you treat your customers and handle your business. Sincerely,[redacted]

Hi [redacted],I appreciate you making the effort to reach out to us and let us know how your experience with our customer care team was.  Because you were able to give me such specifics I was able to look up your account and issue you a refund for $25 per your request.  You will see...

this come back onto your account within 5-7 business days if not less.  I will also be able to listen to the call(s) that were associated to this incident for any coaching or retraining purposes.  Please let me know if there is anything further you may have questions on or are concerned about.Thanks. Redbox Customer Care

Dear [redacted],
We have recently received your complaint regarding the charge you received for your rental of WWE2016. 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 for the...

charge you received for the game since as it did not register as returned.
We have been able to review the call notes from when you contacted customer care on 2/22/2016. As of 2/22/2016 our customer care team has processed a refund in the amount of $73.83 for the game.
[redacted], as your concerns have been addressed, LOB 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 the charge to your account in the amount of $28.15. 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 full amount of $28.15 to your account.
After further review of your Redbox transaction history we see that the charge of $28.15 was associated with the rental of 2 DVDs on 10/24/2016 8:34 PM. One of the rentals is showing as returned on 10/25/2016 8:01 PM. The other does not show returned to any Redbox location or rented again to any other customers.
We show that you were issued a $25.00 refund the charge that you received for the additional days on the rental that does not show returned. The $3.15 that was not refunded is for the intial day rental of both of the discs. We apologize for any confusion on the billing process but Redbox did not deduct these funds from your account on 10/25/16 as you stated in your claim. Redbox does not collect any funds for rentals until all of the rentals on the transactions have been returned or exceeded the 17 day maximum rental period. In this case as one of the rentals did not show as returned you were not billed until 11/11/2016.  As the charge of the $3.15 is valid for the one day rental of both of your rentals we will not be refunding this amount. The $25.00 should be posted to your account within the next 5-7 business days.
 
[redacted], as we have 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]

Complaint: [redacted]
I am rejecting this response because: I am waiting for it to be completed. 
Sincerely,
[redacted]

Hi [redacted],I have refunded you for 25.74.  You should see this come back onto your husbands card ending in [redacted] within 5 business days. This is for the cost of the movie showing as not returned.  I have subtracted the 1.61 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 refunds. Thank you,Redbox Customer Care

Complaint: [redacted]I am rejecting this response because:
My bank denies any alleged transaction from October with that account in which would indicate a transaction in October where DVDs allegedly were not returned. Last transaction showing with that account prior to this charge was 09/17/16 then 11/04/16. I have filed it with my bank and am taking the proper steps however I find it odd that your representative offered a refund of 50% if I agreed to "accept" the charge without "incident". I would also like to further state that during the month of October there were 11 attempted transactions and no successful transactions with redbox on that account. My bank would in fact have record of a successful transaction on that account and they are not showing any successful transactions there was one that was cancelled with no other information and 11 that were attempted. If there was a successful transaction we would have disputed it immediately and not 30 days after the alleged incident. I have also attached a copy of my bank statement for this account for all of October reflecting no such transaction as you allege. 
Sincerely,[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 button. When 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 sale. Looking 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 ADD. As with all online items, buttons that are gray are not able to be selected. I took it as a bubble showing the game was for sale and advertising the price. The red button appeared to be the only choice. As incorrectly stated by the Redbox representative, the gray button is actually selectable to purchase the game. I 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 cart. Due to the programming of the machines, it almost seems as if Redbox is intentionally misdirecting consumers. Links 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 rental. I do not understand why the correction is being made so difficult. The games I attempted to purchase were selling between $5.99-8.99. Most of them are still for sale in the same machines. I am paying over $35 each for games that should have been less than $10 each. If 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 issue. I appreciate your consideration and assistance. Thank you.
 
Sincerely, 
[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. You stated in your claim that you would like to be able to pay off a balance owed for rentals that were lost.
While...

we appreciate your attempt to pay for the movies that you were unable to return, regrettably as your previous credit/debit card has been cancelled we will not be able to collect on the charge. Redbox does not have a way to transfer an owed balance to a new debit/credit card. We understand that the card was not cancelled to avoid the charges but because of other personal matters associated with the card.
In some instances card issuers or financial institutions will provide us with updated billing information and we can continue to attempt to collect. As you mentioned in your claim in this case, it is probably not a plausible option because the card was cancelled for other unforeseen circumstances.
In reviewing the rental transaction, we show that the invoice is closed and we will not be able to collect on the balance at this time. Redbox doesn’t report uncollected charges to any of the credit bureaus.
 
Mr. [redacted] as your concerns have been addressed, LOB 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. Thanks for your quick response I truly appreciate your efforts.0
Sincerely,
[redacted]

Dear Mr. [redacted],We have recently received your complaint regarding thecharge of $38.25. We sincerely apologize for the unsatisfactory experience youfeel that Redbox has given you. You stated in your claim that yourequested a desired resolution of a full refund.We show that a game was rented on...

7/20/15 at [redacted] in Wahpeton, ND.We take security very seriously, which is why a physicalcard is required to be swiped any time a rental is vended. Since we show yourcard was physically swiped, the charges are valid. If you didn’t make thisrental, please be sure to dispute these charges as fraud through your bank orcard issuer.Mr. [redacted], as your concerns have beenaddressed, LOB considers this case closed. If you have any other questions or concerns, please contactus.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase [redacted], Call ID [redacted]

Complaint: [redacted]I am rejecting this response because: I don't see how the pictures not being of the games is relevant. I was just trying to show an example of how the mistake occurred. Also, I didn't claim that there was a Redbox error but that there was an error. I don't understand why an adjustment can't be made. I wanted to purchase the games. The gray button should have been selected, but didn't appear to be an option. Even the Redbox representative was misinformed saying that gray meant that it couldn't be selected, when in fact that was the button that should have been pushed. If representatives can't even give the correct information on how to check out with a purchase, isn't it understandable that a consumer could have had a similar misunderstanding?Sincerely,[redacted]

We have recently received your complaint regarding the recent charge of $139.29.  We sincerely apologize for the unsatisfactory experience you feel that Redbox given you. You stated in your claim that you requested a desired resolution of a refund of $139.29.
While we understand that not...

returning the discs was an error and an honest mistake, please understand that Redbox has not billed you erroneously. There is a 17 day maximum rental period for all DVD rentals. Once the discs have remained unreturned for 17 days, rather than continue to bill for additional days, Redbox only bills for the 17 days the discs have remained unreturned. At this point the discs are yours to keep. We apologize for any confusion there may have been about this policy when you contacted on 5/2. As of 5/3 your rentals hit the 17 day maximum rental period and you were billed for the unreturned discs.
After reviewing your account we do see that a refund of $50.00 was requested on your original contact date of 5/2. Please understand that a refund cannot process until funds have been collected from you. The refund to your account was processed by our system on 5/4 but can take up to 7 business days to reflect on your account depending on the time it takes your financial institution to receive and reflect the credit. At this time we will not be offering any further compensation as the discs have not been returned and the charges are valid for the additional days the discs remained unreturned.
Ms. [redacted] as your concerns have been addressed, Redbox considers this case closed.
 
If you have any other questions or concerns, please contact us.

Hi [redacted], We have reviewed your rejection to our response. Wehere at Redbox apologize; as we are unable to refund you for fees we did not assess.Redbox has refunded the only charge on your account for the $1.61, as well asissued 2 rental Credits on your account good toward future rentals to make upfor these inconveniences. We also have guided you toward our other deals, as wewant Redbox to be an affordable and enjoyable option for you, our esteemedcustomer. We do assure you we are reviewing the previouscontacts for coaching opportunities, as you are an appreciated customer and wedo not want you to leave feeling like anything less than so from our CustomerCare in the future. Your time is valued, and we understand it’s less than convenient to make multiple trips to our machine to noavail, so we certainly also apologize if multiple trips were recommended. Weare happy to find a functioning machine nearby, or to locate a disc for you ifrequested to prevent multiple trips being required.  We hope this insight helps. Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted], Call ID [redacted]